Overview

With Cisco Call for Microsoft Teams, the Microsoft Teams users can access the enterprise-grade Cisco Call experience directly in the Microsoft Teams app. With a single click from the Microsoft Teams interface, you can access a complete suite of calling features. The features include directory search, PSTN dialing, speed dial, voicemail, call history, and artificial intelligence-powered background noise removal.

This integrated app works with the Cisco Unified Communications Manager (UCM) call-control solution, Webex Calling for cloud deployment or the Dedicated Instance offering.

Webex Call integration with Microsoft Teams

Prerequisite

  • Ensure that you’ve installed and signed in to the Webex App on Desktop and Mobile.
  • Your administrator must have granted access for the organization to access the Cisco Call integration.

Sign in

To start using the Cisco Call, you need to sign in to your Webex account first.

Open the Webex App, sign in to your Webex account, and then close the app. Once signed in, you're ready to start using the Cisco Call integration in the Microsoft Teams.

Opening the Webex App to sign in is a one-time activity. If the Webex App isn’t visible on your desktop, it's likely that your admin has hidden it to enhance the experience. In this case, you need to search for the Webex App initially to open it.

Go to Microsoft Teams, click Cisco Call Webex Calling icon with a phone and Webex logo, symbolizing calling integration., and then click Continue if you’re using the same Microsoft Teams account for Webex.

If you're using a different account for Webex, then click Use a different account and sign in with your Webex email address and password.

After signing in, you can find all the calling features under Cisco Call Webex Calling icon with a phone and Webex logo, symbolizing calling integration. option.

integration Sign In page

1

Go to Microsoft Teams, tap the More Options button icon at the bottom, and search and tap the Cisco Call Icon showing a phone handset combined with the Webex logo, symbolizing Webex Calling..

2

Tap Continue if you’re using the same Microsoft Teams account for Webex.

If you're using a different account for Webex, then tap Use a different account and sign in with your Webex email address and password.

After signing in, you can find all the calling features under Cisco Call Webex Calling icon with a phone and Webex logo, symbolizing calling integration. option.

Make a call

You can make a call directly from the Microsoft Teams mobile app using the dialpad of the Cisco Call app or using the Cisco Call app as a messaging extension in one-on-one chat and group chat.

From dialpad

1

Click Cisco Call Webex Calling icon with a phone and Webex logo, symbolizing calling integration. and start typing a name, telephone number, or video address of the person you want to call.

2

Select the contact and click voice call or video call to connect.

From chat

1

In direct chat, click Cisco Call Webex Calling icon with a phone and Webex logo, symbolizing calling integration. below the message window.

2

From the contact card, select the number from the drop-down list.

3

Click voice call or video call to connect.

The app opens in a new window.

From channel

Use Cisco Call to call another member in the channel without creating a direct space.

1

In a channel, click Cisco Call Webex Calling icon with a phone and Webex logo, symbolizing calling integration. in the message window.

2

Start typing the member's name in the Select or search field, then select their name.

(Optional) Click the drop-down under their name to change the outbound call options.

3

Click audio call or video call to connect.

From dialpad

To make a call using dialpad of the Cisco Call app:

1

In Microsoft Teams, tap the More More Options button icon at the bottom and tap Cisco Call app Icon showing a phone handset combined with the Webex logo, symbolizing Webex Calling..

2

Enter a phone number and tap voice call or video call to call.

You can click Open Webex to open the Webex App to find more options such as call history, voicemail, and contacts.

From chat

To make a call from chat using the Cisco Call app as a messaging extension:

1

In Microsoft Teams, go to Chat and choose a chat.

2

Tap the MS Teams add icon icon at the bottom and tap the Cisco Call app Icon showing a phone handset combined with the Webex logo, symbolizing Webex Calling..

Webex Calling as messaging extension in MS Teams

3

Perform one of the following actions:

  • If you’re in a one-on-one chat, choose a phone number.

  • If you’re in a group chat, enter a phone number of the person whom you want to call and tap voice call or video call.

Manage speed dial

Add up to 20 contacts inside or outside of your Outlook or Azure Active Directory as speed dials. The app saves your speed dials to your Microsoft 365 profile so you can call your most frequent contacts quickly and easily.

1

Click Cisco Call Webex Calling icon with a phone and Webex logo, symbolizing calling integration. and then click Add a speed dial.

2

Type the name of a directory contact, or for a custom contact.

  • Add an Outlook or Azure Active Directory contact—Select the contact and choose the number from the drop-down.

  • Add a custom contact—Click Create new speed dial and enter the Name and Phone.

The Name field has a maximum character limit of 100, and the Phone field has a maximum character limit of 50.

3

Click Add.

You can also edit, re-arrange, and delete the speed dial contact.

View recent calls

See up to 20 of the calls you've made, received, and missed in the last 7 days in your Recent calls. You can even call them back at the same number they called you from. The contact name, phone number, and call type isn't displayed for unknown numbers.

BroadWorks administrators must enable unified call history to ensure this feature works correctly. See Webex for Cisco BroadWorks Configuration Guide for more details.

1

Click Cisco Call Webex Calling icon with a phone and Webex logo, symbolizing calling integration. and then click Recent calls.

2

To quickly connect, hover over a call log and click audio call or video call.

3

To delete a call log, hover over a call log, click More Options button and then click Delete call history.

Recent calls list is auto-refreshed every one minute so that you have the visibility of the latest recent call records.

For on-prem Unified CM customers, recent calls are listed only when call history is enabled for the cluster where the device is registered. For more information, see To enable voicemail, call history, and bidirectional presence sync service for on-prem Unified CM customers section of Configure Microsoft Teams for Cisco Call.

Listen to voicemails

You can view up to 20 voice messages received in the last 7 days. A blue badge appears next to the voicemails that are unread.

Before you begin

  • Your administrator must have enabled the voicemail feature for you to access it.

  • Voicemail and transcription are available only for your primary line.

1

Click Cisco Call Webex Calling icon with a phone and Webex logo, symbolizing calling integration. and then click Voicemail.

2

Hover over a voicemail and click to listen to the message.

You see the voicemail transcription only if you're set up with Webex Calling.

To quickly connect with the person who sent you the voicemail, hover over a voicemail and click voice call or video call.

To listen to your voice messages from the voicemail portal, click Call Voicemail call voicemail icon at the right corner and follow the prompts.

The voicemail list is auto-refreshed every one minute so that you have the visibility of the latest voicemail records.

Find your work phone number and access call settings

Click Cisco Call Webex Calling icon with a phone and Webex logo, symbolizing calling integration. and you can find My number at the top left corner which shows your work number.

Access and update Webex App call settings directly from the Cisco Call integration in the Microsoft Teams, without having to interact directly with the Webex App.

1

Click Cisco Call Webex Calling icon with a phone and Webex logo, symbolizing calling integration. and then click Call Settings.

2

Update your settings and click Save.

Manage all your phone calls in one place

Manage multiple lines or shared line in a single window. With the calling dock window (multi call window), you can make and answer calls, get a quick view of your line status, and easily access some common calling features, such as mute, hold, share, conference, park, barge, transfer, and record.

Before you begin

  • Administrator must have enabled this feature for you to access it.

  • This feature is currently available only on Windows.

You can enable this feature directly from the integration landing page or from call settings.

To enable it from the integration landing page, click the More option More Options button at the right corner and then enable or disable the Calling dock toggle.

To enable it from call settings, perform the following steps:

1

Click Cisco Call Webex Calling icon with a phone and Webex logo, symbolizing calling integration. and then click Call Settings.

2

Go to Calling > Calling dock.

3

Choose one or both of the available options to turn on the calling dock:

  • Select Turn on Calling dock.

  • To use a keyboard shortcut, select Use Ctrl + Shift + X to toggle Calling dock on or off.

4

Click Save.

calling dock or multi call window settings

For more information on accessing some common calling features from the calling dock window, see Manage all your phone calls in one place.

Forward your phone calls

If you're going to be away but don't want to miss an important call, you can forward your calls to another phone number. Or, if you don't want to be interrupted, you can send all your calls to voicemail instead.

1

Click Cisco Call Webex Calling icon with a phone and Webex logo, symbolizing calling integration. and then click Call Settings.

2

Under Call Forward, click Add icon to add a number to forward the calls to or choose Voicemail option to forward the calls to voicemail.

After you've enabled the call forwarding, the call forwarding status appears beside the Call settings option on the landing page.

Currently, the call forwarding status is available only for Webex Calling (Cloud/Multi-Tenant), Dedicated Instance, and UCM users.

Bidirectional presence sync

Before you begin, your administrator must have enabled this feature for you.

As a Microsoft Teams user using Cisco Call integration, you now have the ability to see whether your contacts are currently in a Webex call, Meeting, or in Do not disturb mode. This feature synchronizes the presence status between Microsoft Teams and Webex bidirectionally.

When you make or receive a Webex call, your Microsoft Teams status gets changed to In a call. When you enable Do not disturb in the Webex App or any Webex device, the status is automatically synchronized to Microsoft Teams. Similarly, the In a meeting and Presenting statuses synchronizes between applications.

When Do not disturb is enabled on Webex App or Webex device, you won’t get any notification of incoming calls and messages in Webex App, Webex device or Microsoft Teams.

The following table shows the bidirectional status sync representation between Webex and Microsoft Teams.

Webex status

Microsoft Teams status
Webex On a Call presence On a call Microsoft In a call presence In a call
Webex Presenting presence In a meeting (This status syncs only from Webex to Teams) Microsoft In a call presence In a call
Webex Presenting presence Presenting Microsoft Presenting and Do not disturb presence Presenting
Webex Presenting presence Do not disturb Microsoft Presenting and Do not disturb presence Do not disturb

Cross launch Attendant Console and Webex Calling Customer Assist

You can cross launch Attendant Console and Customer Assist directly from the Cisco Call integration in Microsoft Teams.

You see the Attendant Console option only if you’re a Webex Calling user with the Attendant Console license. You see the Customer Assist option only if you’re a user with a Customer Assist license.

To access Attendant Console and Customer Assist, click the More option More Options button at the right corner of the Cisco Call integration, and then click Open Attendant Console or Open Customer Assist.

For Customer Assist, the respective window opens based on your role as an agent or a supervisor.

For more information on the Attendant Console features, such as search for a contact, call management, park a call, access queue panel, compact view, call recording, keyboard shortcuts, and so on, see Get started with the Attendant Console.

For more information on Customer Assist, see Get started with Webex Calling Customer Assist for Agents and Get started with Webex Calling Customer Assist for Supervisors.

Mute Cisco calls when on Teams meeting or call

You can mute notifications for incoming Cisco calls when you are in a Microsoft Teams meeting or call. You can also set up to decline the calls automatically. Any unattended calls are listed as missed calls under Recent Calls.

Before you begin

To mute notifications when you’re in either a Microsoft Teams call or meeting, or a Cisco call or meeting, your administrator must enable the Optimize Webex App for Microsoft Teams experience option in the Control Hub, and you need to enable the following settings.

If your administrator has disabled the feature and you’ve enabled it, then it only mutes notifications when you’re in a Cisco call or meeting.

1

Click Cisco Call Webex Calling icon with a phone and Webex logo, symbolizing calling integration. and then click Call Settings.

2

Go to Notifications > Calls.

3

Under Direct calls, choose Only mute notifications when I’m in a meeting or on a call. If you want to decline the call, select Automatically decline incoming calls.

4

Click Save.

Update your location for emergency services

Depending on how your administrator has set up your account and whether the country you're in supports Enhanced 911 (E911) integration, Cisco Call integration may prompt you to update your location.

You're prompted to update your location when you're first set up with E911 service and every time you change locations after that.

An alert appears next to the More option More Options button at the right corner when the address needs to be updated.

1

Click the More option More Options button and click E911.

2

Update your address and click Save.

Phone service disconnection

The Cisco Call integration displays an alert banner if your phone service is disconnected.

This can occur in the following scenarios:

  • You’re signed into the Webex App on one desktop and then sign into the Webex App on another desktop using the same username.

  • The Webex App isn’t running in the background, either because it was accidentally closed, or you were signed out.

To restore the service, you can click the suggestions in the banner.

Bot notifications for missed calls and new voicemails

The Cisco Call bot notifies you if you miss a call or receive a new voicemail.

In the Microsoft Teams chat, the Cisco Call chat gives you a notification card for every missed call and new voicemail, with options such as Go to Recent calls, Go to Voicemails, and Call back. Clicking these options directs you to the integration page for more details.

The Cisco Call integration icon displays a notification badge with the number "1" when there are missed calls or voicemails. This number is a general alert for new activity and it doesn't increase even if you have more than one notification.