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 Webex Control Hub will longer be able to set up Hybrid Call Service for enterprise calling integration with the Webex 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, Calling in Webex (Unified CM) is the recommended option for continued support. This solution provides softphone capability to Webex users. In this architecture, the Webex app registers directly to Unified CM.

When Webex 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 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 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 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 (Unified CM) to avoid service impact.

For users who have personal mode devices configured and enabled for Hybrid Calling: If those users do not require PSTN access, you can leave these devices as they are and migrate.

If the users require PSTN support, you must also be on the Device Connector solution. You can then use Webex Control Hub to enable Hybrid Calling for the Personal Mode devices.

Reference

Deployment Guide for Calling in Webex (Unified CM)

Migrate Existing Organization to Hybrid Calling for Webex Devices

Enable Hybrid Calling for Personal Mode Devices

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.

For users who have personal mode devices configured and enabled for Hybrid Calling: If those users do not require PSTN access, you can leave these devices as they are and migrate.

If the users require PSTN support, you must also be on the Device Connector solution. You can then use Webex Control Hub to enable Hybrid Calling for the Personal Mode devices.

Reference

Migrate Existing Organization to Hybrid Calling for Webex Devices

Enable Hybrid Calling for Personal Mode Devices