Overview of Calling from Webex Application in Dedicated Instance Solution

Integrating calling from Webex Application with the Dedicated Instance solution enhances the calling experience, enabling end users to:

  • Make calls directly from the Webex Application through the Cisco Unified Communications Manager (Unified CM)

  • Use mid-call features

Integrating calling enables registration of the Webex Application directly to the Unified CM call control environment in Dedicated Instance.

When dialing from the Webex Application, users can use the same dial strings or prefixes as they do on their desk phones. The Webex Application functions like any other desk phone registered to Unified CM. Unified CM calls that are established in Webex Application uses the configuration (location, bandwidth settings, point to point media, and so forth) that is in place for the Unified CM deployment.

In softphone mode, the Webex Application registers as a SIP device with the product type "Cisco Unified Client Services Framework" or CSF for desktop, TCT or BOT for mobile, and TAB for tablets. Alternatively, the Webex Application can connect to the Unified CM using CTI to control the user's endpoints.

Integration Methods

There are two methods of registering Webex Application for calling in Unified CM, through direct peering and through Mobile and Remote Access (MRA).

  • Direct Peering. Integrate Webex Application with Unified CM over the direct peering established to Dedicated Instance and enable Cisco Unified CM for Calling (Webex for Messaging and Meetings).

  • MRA. Integrate Webex Application with Unified CM in Dedicated Instance and enable Cisco Unified CM for Calling (Webex for Messaging and Meetings), using MRA to register the Webex Application.

When registered over MRA, integration also can support the Interactive Connectivity Establishment (ICE) protocol. Cisco Unified CM makes use of Traversal Using Relay NAT (TURN) and Session Traversal Utilities for NAT (STUN) to optimize the media path of MRA calls.

Before you begin

Before you can integrate a Webex Application into the Dedicated Instance, perform these procedures.

  • Sync users from the Active Directory (AD) to Control Hub and edit the licenses

  • Configure single sign-on (SSO) in Control Hub (Optional), so that users will authenticate through the enterprise identity provider.

  • Install the latest Webex Application on the end-user’s Windows or Mac device(s).

  • Ensure that the Windows or Mac end-user device has connectivity to the internet (direct or through Proxy) for user authentication of the Webex Application.

  • To support secure registration and Secure Real-time Transport Protocol (SRTP) for the Webex Application, enable SIP OAuth across all applications, including Unified CM, Cisco Unity Connection, and Expressway.


Beginning with the 12.5 Webex Application release, the client does not support Certificate Authority Proxy Function (CAPF).

Configuration for Webex Application Integration

Configure Cisco Unified CM

This section identifies the unique configuration required for integration of Webex application with Dedicated Instance solution.

  • In Unified CM, navigate to User Management > End Users, make sure the User’s email ID is configured. The User’s email ID configured in the Cisco Unified CM should be the same as the one configured in the Control Hub.

  • Under the user's Service Settings, check the Home Cluster checkbox.

  • Create the following device type in the Cisco Unified CM, based on from which device the User signs in to the Webex application:

    • Android Device (BOT)

    • Chromebook/iPad Devices (TAB)

    • Windows/MAC Devices (CSF)

    • iPhone Device (TCT)

  • Associate the User and the device created above.

  • If CTI is needed for desk-phone control, assign the appropriate roles to the end user.

Configure Webex Control Hub

  1. Log into Webex Control Hub as an administrator.

  2. Navigate to OrganizationSettings > UC Manager Profiles in the Webex Control Hub window.


    In UC Manager Profile, the domain configured in the “Voice Service Domain” should be the Voice Service Domain provided by Cisco for that specific Dedicated Instance Region.

  3. Configure the “Calling Behavior” to “Calling in Webex (Unified CM)” from:

    1. Organization Settings > Calling Behavior

    2. Users > Calling > Calling Behavior

  4. Choose the UC Manager Profile created above.

Refer to Manage and Troubleshoot Calling in Webex (Unified CM) for troubleshooting and management information for calling from a webex application.

Calling Features Supported in Webex Application

Table 1. Basic calling features


Description and documentation



Answer call

Answer call without sharing video

See Turn Off Your Video for all Incoming Calls.

Desk Phone Control

Desk Phone Control (including meetings and calls in Webex App)—See Make Calls With Your Desk Phone.

DTMF input during the call

End call

Make call


On a Call presence

In Webex App, users in the same organization can see this presence indicator during an active call.

Table 2. Midcall calling features

Feature name

Description and documentation



Call Pickup

If a user is in a customer support role and their coworker isn't able to answer an incoming call to their phone, the support user gets a notification in Webex App if both are in the same pickup group. That user can answer their call from the notification in the app. The user can also pick up the calls in other pickup groups. See Pick Up Someone Else's Call.

Call Recording

You can determine how much control users have over recording calls. Depending on the setup, incoming and outgoing calls may be recorded automatically or you may be able to decide which calls you want to record. If you enable users with call recording, they can start and stop recordings at their own discretion. When a call is being recorded, that recording continues whether a user moves the call to another device, merges the call with another active call, or makes a conference call. They're presented with a visual indicator letting them know when a call is being recorded. See Record Your Phone Calls.

Call Waiting

When a user is already in call and someone else calls, the called user can choose how they want to handle the incoming call. For example, the user can put the active call on hold and answer the second call. See Answer Call Waiting for more information.

Conference calls

When users are on a call with someone else, they might want to add other people into the call to start a conference call right away. They can add up to 8 other people into conference calls started in this way. See Start a Conference Call.

Control Your Video Device from the App

Users can start or stop sharing your video on a connected video device right from the app. For example, if connected to a Cisco Webex Board and users don't want to share video, they no longer have to walk up to the board and turn off the video. They can turn it off from the app. See Turn Off Your Video During a Meeting or Call On Webex Boards, Room and Desk Devices.


Users place a call on hold and resume in Webex App. See Put a Phone Call On Hold.

Hunt Groups

Users can sign in or out of a Hunt Group from Call Settings. When they're signed in and a call comes into a group that they belong to, they'll see the Hunt Group number on the incoming call notification. Sign in to a Hunt Group.


Users take 2 active calls and merge them into a single conference call in Webex App. See Merge Two Phone Calls.

Mirror self-view

Mirror self-view—By default, when users share video during a call, they can see themselves just like you're looking in a mirror. If they text behind them and want to read it easily instead of having to read it backwards, tehey may want to off the Mirror my video view setting. This setting doesn't affect the way other people in the meeting see you. See Turn Off Mirror View for Your Self-View Video..

Move a call into a meeting

Users in a call can take advantage of advanced meetings features such as transcriptions, real-time translations, notes, action items, recordings, and whiteboarding. Just move that call into a full-featured meeting. Before moving the call into a meeting, users can even invite other people into the discussion.


Users can use up to 8 phone lines with Webex App and leverage advanced calling features on each line such as call forward, transfer, hunt group, shared lines, and voicemail. They can also assign different ringtones to each line. And you can turn on presence for shared lines so that line status is displayed for users. See Change the Active Line for Calling.

Park and retrieve calls

Users can park a call on one device and that user or someone else can retrieve the call from another device.

Resume from different devices

A user can put a call on hold from the desktop app and resume it on mobile. Or, put your mobile call on hold and resume it on a desk phone. Go any direction between desk phone, mobile, and desktop; just put the call on hold and resume wherever it's convenient. See Put a Phone Call On Hold.

Screen sharing

Screen sharing—Share content from a computer screen during a call in Webex App. Users can choose a specific application to share, rather than having to share their whole screen. If a user answers on desk phone, a screen share is still possible. The phone user sees the shared screen from the phone if it supports video, otherwise they'll see the shared screen from the app. See Share Your Screen in a Phone Call.


Users can share your screen regardless of whether the person they called is using a cloud-registered device or an on-premises device. The screen share is still sent with a high frame rate (30 FPS), high resolution (1080p), and includes audio.

Switch between front and back cameras

On mobile phones or tablets, you can switch between front-facing and back-facing cameras. See the mobile sections in Change Your Video Settings.


Redirects a connected call within Webex App. The target is the user to which another user wants to transfer the call. See Transfer a Phone Call.

Virtual cameras

During a call, users can choose to use a virtual camera. Use a virtual camera, such as an application, driver, or software, to create an overlay of video, images, or feeds.

Table 3. Additional features

Feature name

Description and documentation



Add a Pause to Dial String

Users can add a pause to an entered phone number, which they might need if joining a conference call and need to enter numbers in response to the automated system. They can add a comma (,) to the number, which gives a 1-second delay in the dialing. They can add several commas in a row to extend the delay. For example: 95556543123,,,,56789.

Add Contacts, Search Your Contacts, and Make a Call

Users can add coworkers into a Contacts list and group them however they like, making people easier to find when users need to chat or call.

Users can even look up Outlook contacts (Windows), local address book (Mac), and local phone contacts (iPhone, iPad, and Android) from Webex App, so they can easily find contacts and make a call.

When you add your coworker to your Contacts list, you can edit their profile and add additional phone numbers for them. Then, you'll see the new phone number when you make an audio or video call, so it's easier to call them at their alternative number. See Add Someone to Your Contacts List.

Automatic Gain Control (AGC)

AGC is a unique circuit that listens to the incoming audio level and adjusts the recording level when sounds are too loud or too soft. When the audio volume is too loud, it automatically reduces the sound. When the audio is too soft, it automatically amplifies the sound. This doesn't adjust the audio volume at the OS level.

Call on Webex App

Users can choose whether to call people using their phone number or using a call in Webex App. A call in Webex App is a quick way to call someone else who's using Webex App. Users can share their screen and whiteboard while in the call, but they can't put the call on hold, transfer the call, or use other features only available in phone calls. See Call Anyone with a Webex App account.


Users only have access to the dial pad if they have a paid calling license. If they have a free calling license, they can still call other Webex App users.

Call control for calls in Webex App

If using a Cisco 730 headset, users can use its USB adapter or Bluetooth to answer and end calls, put calls on hold and resume them, as well as mute and unmute calls. See Make and Answer Calls on the Cisco Headset 730.

Call history

When a user calls other people in the organization, they see more details about phone numbers in the call history. So, to call someone back, that user can see if they're calling a work or mobile number.

Users can select the Call icon beside someone’s name or number in their Call History and automatically call the person back at the number in the history. Users no longer need to choose what number to reach others at. After they return a missed call, they can delete the call from call history. The call history only shows the last 200 calls over the last 30 days. See View Call and Meeting History for more information.

Call Statistics

When users are in a call, they can check call statistics, such as packet loss, latency, and resolution rate. See Access Call Statistics.

Click to Call from Outlook

You can set up your Windows or Mac computer so that Webex App is the default option for calling numbers that you click outside of the app, for example, in Microsoft Outlook or from a link in your web browser. See Click to Call From Another App.

Client Matter Codes (CMCs) and Forced Authorization Codes (FMCs)

With client matter codes (CMCs) and forced authorization codes (FACs), you can effectively manage call access and accounting. CMCs assist with call accounting and billing for clients, and FACs regulate the types of calls that certain users can place.

CMCs force the user to enter a code; this action specifies that the call relates to a specific client matter. You can assign client matter codes to customers, students, or other populations for call accounting and billing purposes. FACs force the user to enter a valid authorization code that is assigned at a certain access level before the call is completed. See the Prepare Your Environment chapter.

Contact Center Integration

Webex App can integrate into your Cisco Contact Center application and be controlled in Finesse desktop (Unified Contact Center Enterprise or Express). This integration supports contact center features such as multiline, recording, conferencing, and more. See Contact Center Integration for the latest supported features.

Diagnostics in the Webex App

If users experience connection issues, they can use the diagnostic tool to identify configuration errors or export a network diagnostics report. This information helps you troubleshoot any issues they're experiencing. See the Troubleshooting chapter.

Dial-via-Office (DVO)

When you set up users with DVO, they have the option to make work calls using their mobile phone connection, which ensures calls are uninterrupted even if data is unavailable. No matter what option they choose, the work number is always used as the caller ID so people can easily identify users. See Make Work Calls Over a Mobile Phone Connection.

Dial Plan Mapping

You configure dial plan mapping to ensure that dialing rules on Cisco Unified Communications Manager match dialing rules on your directory. See the Prepare Your Environment chapter.

Emergency calls

If users make an emergency call in Webex App, the call is made using the device’s Phone app, making it easier for Emergency Services to pinpoint a location through their network carrier.

Extend and Connect

You can set up users to connect to alternate devices to make and receive calls. Users can see those devices under Alternate Devices when they go to calling settings. That's where they can add or edit the phone numbers for those devices. See Make a Call From an Alternate Device.

Fast failover (MRA)

Webex application can detect failure quickly, whether it's a controlled shutdown, node failure, or network failure, and seamlessly fail over to a backup path through MRA so user productivity isn't affected. See the Prepare Your Environment chapter.

Health Checker for Phone Services Status

If unsure whether Phone Service is working properly, users can check out the status of the phone connection from the app. On Windows, they click their profile picture and then go to Help > Health Checker. On Mac, they go to Help > Health Checker. Health Checker tests the connection and lets users know if there's a problem.

High Definition (HD) Video

Users can enable or disable HD video by clicking their profile picture, going to Settings (Windows) or Preferences (Mac), selecting Video, and then enabling or disabling the setting. They may want to disable HD video if their computer CPU is running high or they want to save network bandwidth during a call or meeting.

Location Monitoring

You can turn on location monitoring so that when users call emergency services from Webex application (for example, 911), their location is automatically shared with emergency responders.

Missed calls

See how many calls you’ve missed with a red badge counter in the Calls tab. The Calls tab shows a list of incoming and outgoing calls and you can call someone back from your Call History. Your scheduled meetings are listed in the Meetings tab, making it easier for you to distinguish between the two types of communication.

More calling options

Users can call someone's video address (for example, bburke@biotechnia.com) from anywhere in the app where they'd make any type of call (example: search for someone or being in a space with that person).

Network Handoff (Wi-Fi to LTE)

When you're on an active call and you need to change networks but want to keep the call in Webex, no need to worry; the change is made automatically without any interruption or effect to call quality. (See Unified CM features in Prepare Your Environment.)

Phone numbers in contact cards

Work numbers and mobile numbers are synchronized from Active Directory and appear as selectable items in Webex App. (Requires Cisco Directory Connector to synchronize user phone number attributes to the Webex cloud.)

Phone Service Connection Error and Action

The footer in Webex App shows more descriptive error messages if the phone service disconnects. See Error Messages.

Popout Call Window

When a user calls someone else, the call window pops out, and both users can access calling features. While in the call, users can still respond to critical messages.

PSTN calling for mobile app users in India

Users in India can make that call when they can't be on the corporate network. The Webex mobile app gives them the option to use the device's calling app instead. See EnablePhoneDialerOptionOverMRA in the customization policy parameters in the Appendix.

PSTN for Personal Mode Devices

Leveraging Hybrid Calling, you can provide PSTN access to users' personal mode devices. (See the Deployment Guide for Hybrid Calling for Cisco Webex Devices.)

RedSky location reporting for emergency calling

To comply with Ray Baum's act, you can require users to give accurate location information when they are outside the office.​

Self Care Portal—Call forwarding

If users need to take your work calls from another number, they can set up call forwarding right from Webex App. They just enter the call forwarding number, and their calls all ring at that number. See Forward Phone Calls and Access More Call Settings.

Self Care Portal—Single Number Reach (SNR)

Users can access the Self Care Portal from Webex App and add more numbers for devices they want to ring simultaneously with their enterprise directory number. See Get Work Calls at Any Number and Access More Call Settings.

Support for Cisco 500 series and 700 series (bluetooth) headsets

If users have the Cisco 700 series headset, they can use its USB adapter to answer and end calls, put calls on hold and resume them, as well as mute and unmute calls.

When users use a Cisco headset with Webex App, you can now keep track of it in Webex Control Hub. This lets you track inventory and troubleshoot issues for your users. (See the deployment chapter.)

Support for Jabra headsets

See Details about headset support for supported models.

Suppress call notifications when presenting, when DND is enabled, or when you're already in a call or meeting.

Users can mute notifications for incoming calls so that they don't see or hear someone calling. If voicemail is set up, the caller can leave a message. The call still shows up in the spaces list and call history.

Switch your call from Webex application to your mobile phone app

When you're on an active call in Webex application and you want to take your call on the run, just switch your call from Webex application to your mobile phone app. You maintain connectivity and call quality with only a short pause in your call while you make the quick switch from More. (See the Deployment chapter and Switch Your Call to Your Mobile Phone App.)

tel, sip and clicktocall protocol

See the relevant section in this overview chapter.


No more missing calls in Webex App. Users can manage their voicemail in the Calls tab. There's a red badge counter that lets them know how many voice messages they have. They can check out the details of a message, play it, mark it as read, delete it, or call back the sender. After they listened to messages, either with Webex App or desk phone, the red badge counter disappears. See Voicemail.

Visual Voicemail

Visual voicemail—No more missing calls in Webex App. Users get a dedicated Voicemail tab to manage all their voicemails. There's a red badge counter that lets them know how many voice messages they have. They can check out the details of a message, play it, mark it as read, delete it or call back the sender. After they listened to your messages, either with Webex App or your desk phone, the red badge counter disappears. See Voicemail.

Table 4. Deployment features

Feature name

Description and documentation



Apple and Android Push Notifications (APNs)

On iPhone, iPad, and Android devices, push notifications let the user know about incoming calls in Webex App. (See the Prepare Your Environment chapter.)


Due to regulations in China, iPhone and iPad users no longer have the slide option to answer incoming calls when their mobile device is locked. Instead, they get an alert notification and must first unlock the screen and then tap the notification to answer the incoming calls.

Auto-Discovery of Service Domain

You can use Control Hub to configure a UC manager profile to add a service domain automatically to users' Phone Services settings in Webex App. That way, they don't need to manually enter a domain and can sign in right away. (See the deployment chapter.)

Configure Self Care Portal Link

You can choose the portal link for your users when they access it from the Call Settings in their app. (See the deployment chapter for config file steps and the appendix for related policy parameters.)

Customize virtual background

You can let users add up to 3 images of their own to use for virtual backgrounds. See Configure Virtual Backgrounds for Webex Users.

Customize emergency dialing disclaimer

You can customize the content of the emergency dialing disclaimer to meet regulations and business needs in various regions and situations.

You can also change the frequency of the disclaimer pop-up, or hide the disclaimer if the emergency responder infrastructure is not ready. (See the customizable parameters in the Appendix.)

Disable video for all 1:1 calls

Using Control Hub, you can disable video for calling or set the default to video off for compliance, privacy, or network purposes.

Expressway Mobile Remote Access (MRA) for Webex App

MRA provides a secure connection for Webex App traffic without having to connect to the corporate network over a VPN. (See the Mobile and Remote Access Through Cisco Expressway Deployment Guide.)

Secure and encrypted calls

Encrpyted calls are configurable from Unified CM and indicated by a lock icon in Webex App. (See the deployment chapter.)

Service Discovery

Service discovery enables clients to automatically detect and locate services on your enterprise (internal) and MRA (external) network. (See the deployment chapter.)

Simplified call options (enable or disable and order call options)

You can set up user calling options to suit their needs. For example, they may not need to make Webex App calls and only want to call coworkers using their work number, mobile number, or SIP URI address. You can disable calls in Webex App so they don't have that option show up when they make a call. See Configure Call Settings for Your Organization.

SIP (URI) address routing

Configurable in Control Hub, this setting allows you to decide which SIP addresses are routed through the Webex cloud​. The default is for all SIP URIs to be routed through Unified CM except for Webex services​. See Configure SIP Address Routing for Your Organization.

Single Sign-On (SSO)

With SSO integration between your IdP, your premises environment, and the Webex cloud, users can sign in across applications with one set of credentials. (See the Prepare Your Environment chapter.)

Virtual cameras (macOS)

You can use Webex Control Hub to enable or disable virtual camera usage for your users' calls and meetings in the Webex app. Users can use a virtual camera, such as an application, driver, or software, to create an overlay of video, images, or feeds.

✓ (macOS only)