Our previous announcement about Hybrid Call Service changes can be found here.

Impact

After the deadline listed above, Hybrid Call Service for end users will no longer be officially supported. New and existing customer organizations that are created in Control Hub will longer be able to set up Hybrid Call Service for enterprise calling integration with the Webex Teams app. Cisco Webex Devices in shared mode will continue to support Hybrid Call Service with no impact in functionality. However, to make sure your deployment remains officially supported, you must migrate your existing solution to the Webex Device Connector architecture before the above deadline.

Recommendation

If existing Hybrid Call customers need enterprise calling capabilities in Webex Teams, Calling in Webex Teams (Unified CM) is the recommended option for continued support. This solution provides softphone capability to Webex Teams users. In this architecture, the Webex Teams app registers directly to Unified CM.

When Webex Teams is registered with Unified CM, the solution provides enterprise calling capabilities—audio/video calls and mid-call features such as mute, consultative transfer, merge/conference, sharing, and so on. Direct access to call settings such as call forwarding (CFA), single number reach (SNR) and visual voicemail is also supported. The Webex Teams app also interfaces with Unified CM-registered desk phones to provide remote call control capabilities in Deskphone Control (DPC) mode. For a full list of supported features, see the Calling Features section in the deployment guide.

Additionally, customer administrators can now set up call preferences for the organization to prioritize enterprise calling work numbers or Enterprise SIP URIs with a Single Click option. This simplifies the end user calling experience. Enterprise calling between users alerts remote users on their Webex Teams client and IP phones for a consistent call alert experience.

Additionally, direct registration to Unified CM provides these benefits:

  • Direct connection to Unified CM leading to a faster connect time than Hybrid Call Service

  • Direct media when Webex Teams apps are local within enterprise network

  • Additional calling capabilities with a roadmap towards Jabber calling feature parity

  • Reuse of existing Mobile and Remote Access (MRA) and Jabber Client Services Framework (CSF) configuration for client-side integration (unlike Hybrid Call Service’s server-side integration)

Next Steps Before the Deadline

Before the End of Support deadline, customers that are currently deployed with Hybrid Call Service for end users without Webex Devices in Personal Mode should start migration to Calling in Webex Teams (Unified CM) to avoid service impact.

Customers that deployed Webex Devices in Personal Mode for end users who are configured for Hybrid Call Service should start planning to migrate users to Calling in Webex Teams (Unified CM) and deploy new PSTN support for Webex Device in Personal Mode as soon as the feature becomes available. (PSTN support for Webex Device in Personal Mode is targeted for General Availability by end of November 2020.)

Reference

Deployment Guide for Calling in Webex Teams (Unified CM)

Impact

Cisco Webex Devices in shared mode will continue to support Hybrid Call Service with no impact in functionality. However, to make sure your deployment remains officially supported, you must migrate your existing solution to the Webex Device Connector architecture before the above deadline.

Next Steps Before the Deadline

Before the End of Support deadline, customers that deployed Webex Devices in Shared Mode (Workspaces) must migrate away from the Call Connector solution to the Webex Device Connector solution. The Device Connector provides a migration wizard to help you with these steps. See the documentation that follows.

Customers that deployed Webex Devices in Personal Mode for end users who are configured for Hybrid Call Service should start planning to migrate users to Calling in Webex Teams (Unified CM) and deploy new PSTN support for Webex Device in Personal Mode as soon as the feature becomes available. (PSTN support for Webex Device in Personal Mode is targeted for General Availability by end of November 2020.)

Reference

Migrate Users to Calling in Webex Teams (Unified CM) and Remove Expressway Connector Hosts