Configure and manage your Webex Calling users

Add users manually in Control Hub

If you synchronize users from a directory such as Active Directory, when you manually add people in Control Hub you must also add them to your directory.

When adding users, first and last names must not include extended ascii characters or the following characters %, #, <, >, \, /,", and have a maximum length of 30 characters. These special character restrictions only apply to Webex Calling users.

Before you begin

You may get an error if you're trying to add users who used their e-mail address to create a trial account. Have the users delete their organization first before adding them to your organization.

From the customer view in https://admin.webex.com go to Users, and then click Manage Users.

Select Manually Add or Modify Users.

(Optional) If you automatically send welcome emails, then click Next.

Choose one and click Next:

Select Email address, and enter up to 25 email addresses.
Select Names and Email addresses, and then enter up to 25 names and email addresses.

You can add users who are available to convert to your organization.

License assignment:

If you have an active license template, licenses are assigned automatically for new users and you can review the license summary.
Select the services to assign. If you have multiple subscriptions, choose a subscription from the list.

If you’re assigning licenses for Contact Center, select Webex Teams, then Customer Care with the Premium and Standard Agent option. To add a supervisor, select both Premium and Supervisor options. A user is treated as an agent unless you make them a supervisor.

Content management:

If global access is selected for your enterprise content management, then content management is automatically assigned to users.
Choose a content management option for each user.

Click Save.

An email is sent to each person with an invite to join.
In Control Hub, people appear in an invite pending state until they sign in for the first time. Licenses are assigned after the user signs in the first time or if you use Cisco Directory Connector with a claimed domain, the licenses are assigned when users are created.

(Optional) If you added Calling to the user, assign a location, phone number, and extension.

Review the summary page of records processed, and click Finish.

Immediately after adding a calling user, if an error is received when selecting the user Calling Settings, we recommend that you remove the Webex Calling license and then reassign the calling license to the user.

What to do next

You can assign administrative privileges to people in your organization.

Add multiple users in Control Hub with the CSV template

Before you begin

If you have more than one CSV file for your organization, then upload one file and once that task has completed, you can upload the next file.

For customers in the Asia-Pacific region (including Japan, China, and Hong Kong), the Caller ID auto populates from the First Name and Last Name fields, and the Caller ID First Name and Caller ID Last Name fields are ignored in the CSV upload.

Some spreadsheet editors remove the + sign from cells when the .csv is opened. We suggest you use a text editor to make .csv updates. If you use a spreadsheet editor make sure to set the cell format to text, and add back any + signs that were removed.

Export a new CSV in order to capture the latest fields and avoid errors in the import of changes.

From the customer view in https://admin.webex.com, go to Users, click Manage Users and choose CSV Add or Modify Users.

Click Export to download the file and you can enter user information in a new line in the CSV file.

To assign a service, add TRUE in that service's column, and to exclude a service, add FALSE. The User ID/Email (Required) column is the only required field. If you have specific directory and external numbers for each new user, then include the leading + for external numbers without other characters,

If you are using automatic license assignment, leave the service columns empty when creating users with the CSV import. Webex automatically assigns the licenses for those services to the new users.

These are exceptions to the automatic license assignment:

Webex Calling

You can't automatically assign Webex Calling licenses by leaving the relevant service column empty, even if your automatic license assignment includes Webex Calling.

To create Webex Calling users, you must provide the following fields in the CSV file:
- User ID/Email
- Webex Calling VAR Basic [sub-site name] or Webex Calling VAR Professional[sub-site name] with value TRUE
- Phone Number and/or Extension
- Location

Enterprise content management

You can't assign enterprise content management permissions to users using automatic license assignment. See Provision content management.

To assign a location, enter the name in the Location column. If you leave this field blank, the user is assigned to the default location.
If you’re adding users as supervisors for Webex Contact Center, then you must Add Users Manually. You can only assign Standard and Premium roles with a CSV.

When entering a user's name, make sure to include their first and last name, otherwise you may run into issues.

The user CSV no longer includes the columns for UC Manager Profile, Calling Behavior, and Calling Behavior UC Manager Profile. Instead, the Call Behavior and UCM Profile can be managed in bulk using the calling template. For more information, see: Set up calling behavior.

Click Import, select your file, and click Open.

Choose Add services only.

This is the best option when adding new users, especially if you are using automatic license assignment.

Use Add and remove services if you are deliberately removing services from users.

Click Submit.

The CSV file is uploaded and your task is created. You can close the browser or this window and your task continues to run. To review the progress of your task, see Manage Tasks in Cisco Webex Control Hub.

Edit service licenses in Control Hub for individual users

From the customer view in https://admin.webex.com, go to Management > Users.

Select a user that you want to modify.

Under Profile, go to the Licenses section and click Edit Licenses.

The list of services currently assigned to the user appears.

Click Edit Licenses.

Choose a service from the list on the left side.

Select the subscription to add or remove.

If you assigned a Webex Meetings license, choose an account type to assign the user with for each Webex Meetings site.

Click Save.

You can use only one calling license at a time. However, it is possible to select both Webex Calling and Unified CM registration for migration scenarios. Selecting both calling licenses for individual users provides the administrative screens in Control Hub to configure Webex Calling and end-user access and calling behavior configuration for Unified CM. This configuration allows an end user to have an uninterrupted calling service on Unified CM while the administrator configures Webex Calling. Once the configuration of Webex Calling is done, the administrator can then remove Unified CM entitlement. This completes the migration of the user to Webex Calling.

You must have the Attendee account feature enabled for your Webex site to assign users as attendees. If you don't see the Attendee account column in the CSV file, then contact your Customer Success Manager (CSM), Partner Success Manager (PSM), or the Cisco Technical Assistance Center (TAC) to enable this feature for your Webex site.

The attendee account type isn't available for users with the Webex Site Administrator role. If you want to assign these users with an attendee account, you must remove their administrative privileges for that Webex Meetings site.

Immediately after adding a Calling license, if an error is received when selecting the user Calling settings, we recommend that you remove the Webex Calling license and then reassign the license to the user.

Modify users in Control Hub with the CSV template

Before you begin

If you have more than one CSV file for your organization, then upload one file at a time. Once the task is complete, you can upload the next file.

You can’t delete users or change the location assigned to a user with the CSV template.

Some spreadsheet editors remove the + sign from cells when they open the .csv file. We suggest you use a text editor to make .csv updates. If you use a spreadsheet editor make sure to set the cell format to text, and add back any + signs that were removed.

Export a new CSV to capture the latest fields and avoid errors in the import of changes.

From the customer view in https://admin.webex.com, go to Users, click Manage Users, and choose CSV Add or Modify User.

(Optional) If you automatically send welcome emails, then click Next.

Click Export to download the file. You can edit the downloaded file (exported_users.csv) in any of the following ways:

To modify existing users, you can update any column except User ID/Email (Required), and Location. For example, if you change User ID/Email then it creates a new user.
To assign a location, enter the name in the Location column. If you leave this field blank, the user is assigned to the default location.
To assign a service, add TRUE against the relevant service column, and to exclude a service, add FALSE.
When you have multiple subscriptions, you can use the subscription ID in the column header to identify the service you want to add. For example, if you have two subscriptions with the same service, you can specify a service from a specific subscription to apply to the user.

Enter a Caller ID Number, Caller ID First Name, and Caller ID Last name. If you leave the Caller ID Number, Caller ID First Name, and Caller ID Last name columns blank, then the data in the First Name, Last Name, and Phone Number column displays when the user makes a call. If you leave the Caller ID Number blank, then the Location Main Number displays when the user makes a call.

The Caller ID First Name and Caller ID Last Name columns can’t contain special characters. If a Caller Caller ID First Name or Caller ID Last Name contains a special character, then a simplified version of the name is used.

Enter the External Caller ID Name Policy column with one of these values:

DIRECT_LINE- Enter this string to set the External Caller ID Name to the user's first or last name.
LOCATION- Enter this string to set the External Caller ID Name to the location name of the site.
OTHER- Enter this string to allow user to input a custom External Caller ID Name.

Use the Custom External Caller ID Name column to specify a custom name.

After you save the CSV file, click Import, select the file that you modified, and then click Open.

Choose either Add services only or Add and remove services, and click Submit.

A user can't have two Calling licenses. If your organization has multiple subscriptions, and you want to move users to a new subscription, choose the Add and remove services option. To add services, set the cells to TRUE and remove services by setting those cells to FALSE.

Upload the CSV file and your task is created. You can close the browser or this window and your task continues to run. To review the progress of your task, see Manage Tasks in Cisco Webex Control Hub.

If you don't suppress admin invite emails, new users receive activation emails.

Add or delete numbers for a user

You can assign numbers, extensions, or both to people's devices at any time. Assigned extensions show up on phone displays.

You can also configure secondary/alternate numbers so that multiple phone numbers ring the same phone. You can specify different ringtones for each number to help distinguish between which lines are being called.

1	From the customer view in https://admin.webex.com, go to Users, and then choose the person you want to assign a number to.
2	Select Calling and view Numbers.
3	Click Add Number under Directory Numbers. Choose a phone number from the list of available numbers. You also have the option of assigning an extension. If a number is already assigned to the user, any additional number added to the user is added as a secondary number. You can add 1 primary number and up to 10 secondary numbers to a user.
4	(Optional) To identify calls coming from specific phone numbers, you can assign a distinctive ring pattern. To enable, click the toggle under Distinctive Ring Pattern.
5	Click Save.
6	Directory numbers are displayed as a complete list within the numbers section. Clicking a number allows the admin to view the specifics of that number.
7	Select the three-button menu to the right of a number to delete a number in the directory. The number will no longer transfer to this user.

Resend an invitation email from Control Hub

1	From the customer view in https://admin.webex.com, go to Users, filter the Status column to display people with an `Invite Pending` status.
2	Under Actions, for a person with an `Invite Pending` status, select more > Resend Invitation.

Delete a user from your organization in Control Hub

If your organization uses directory synchronization, the delete option is not available in Control Hub, and you must delete user accounts from your Active Directory. Then, the Cisco Directory Connector updates your organizations user list when it synchronizes the user account information.

From the customer view in https://admin.webex.com, go to Users, click the more button, and then click Delete User.

The user can no longer sign in to your Webex site, all their assigned Webex services are removed, and they are removed from any spaces or teams that they were participating in. Any content that they created in spaces is not deleted, and the content is subject to the retention policy that each space owner has implemented.

Deactivate a user from your organization in Control Hub

You can deactivate a user to turn off Webex services, including Webex Calling services. As opposed to deleting a user, when you deactivate the user, the user remains in your user list, so that you can reactivate at any time, when needed.

From the customer view in https://admin.webex.com/, go to Users.

Click the more button.

Click Deactivate User.

Webex services, including Webex Calling services, are now deactivated for this user.

When deactivated, both the Webex app and the Webex Calling app users will be signed out from their sessions. All user access to https://settings.webex.com/ and Control Hub is disallowed. MPP phones continue to support calling for outbound and inbound calls for a short time, unless the administrator enables call intercept for that user. For more information about call intercept, see Configure Call Intercept for a User for Webex Calling in Cisco Control Hub.

Users are automatically deleted if they have been deactivated for 30 days.

Administrator roles and privileges

You can set up a customer administrator with different privilege levels. They can be full administrators, support administrators, read-only administrators or compliance officers. With full administrator privileges, you can assign one or more roles to any user in your organization.

Anyone assigned the user and device administrator or device administrator role will not be able to administer Webex Calling.

Assign roles to users

In Control Hub, you can learn about different privilege levels and set up a customer administrator. Customer administrators can be full administrators, support administrators, user and device administrators, device administrators, read-only administrators, or compliance officers. With full administrator privileges, you can assign one or more roles to any user in your organization.

You’ll always want to have more than one administrator for an organization. It’s a best practice and will always allow you to make administrative changes if one of the administrators isn't available.

Users within your organization can be assigned specific administrative roles to determine what they can see and have access to in Control Hub. When you assign specific administrative roles, you streamline responsibilities and make it easier to hold administrators accountable. Compliance officers can look for specific people in your company, find content they've shared, or search through a specific space and then generate a report of their findings.


Access	Full administrator	Read-only administrator	Support administrator	User and device administrator	Device administrator	Compliance officers	Advanced troubleshooting access
Add/Delete Users and Assign Licenses	✔	Read-Only		✔
Assign Roles to Users	✔	Read-Only
Device Management	✔	Read-Only		✔	✔
Company Policy and Templates	✔	Read-Only
Analytics and Reports	✔	Read-Only	✔
Troubleshooting	✔	Read-Only	✔
Licenses and Upgrades	✔	Read-Only		✔
Organization Settings	✔	Read-Only
App Integrations	✔	Read-Only
Webex Site Management	✔	Read-Only
Admin Actions Audit Log	✔
Access to User-generated Content						✔
Legal Hold						✔
Access to Join In Progress Meetings							✔
Access to Live Meetings							✔
Product Email Notifications	✔

From the customer view in https://admin.webex.com, go to Users, and choose a user.

In the user's Profile tab, find Administrator roles.

Click on the list to open the role assignment control.

Select roles for the user.

For meetings site administrator roles, click Edit, next to Webex Site administrator roles. Then choose roles for each Webex site that you want the user to manage.

If you change the Organizational role of a user who has an existing Services role, you could affect their existing services roles. Review the user's services roles if you change their organizational role.

The location administrator role is exclusive to other types of admin roles. You can't assign a location administrator role to a user who is already assigned with other admin roles.

To assign locations to the user, select the Location admin check box and add the locations. For more information, see Webex location administrator.

Select Save.