The first step to get your Webex Calling services up and running is to complete the First Time Setup Wizard (FTSW). Once the FTSW is completed for your first location, it doesn’t need to be completed for additional locations.

Before you begin

If you’re trying to set up a customer in Canada, additional steps are necessary. For more information, contact Partner HelpDesk.

1

Click the Getting Started link in the Welcome email you receive.


 

Your administrator email address is automatically used to sign in to Control Hub, where you'll be prompted to create your administrator password. After you sign in, the setup wizard automatically starts.

2

Review and accept the terms of service.

3

Review your plan and then click Get Started.


 

Your account manager is responsible for activating the first steps for FTSW. Contact your account manager if you receive a “Cannot Setup Your Call” notice, when you select Get Started.

4

Select the country that your data center should map to, and enter the customer contact and customer address information.

5

Click Next: Default Location.

6

Choose from the following options:

  • Click Save and Close if you’re a partner administrator and you want the customer administrator to complete the provisioning of Webex Calling.
  • Fill out the necessary location information. After you create the location in the wizard, you can create more locations later.

 

The country of the default location is set as the contract country that was selected by the partner and can't be changed. You can create other locations in different countries later but keep in mind that they'll be hosted in the regional data center that corresponds to the contract country you selected earlier in this procedure. For example, you can have one location in the United States and one in the United Kingdom.


 

After you complete the setup wizard make sure you add a main number to the location you create.

7

Make the following selections to apply to this location:

  • Announcement Language—For audio announcements and prompts for new users and features.
  • Email Language—For email communication for new users.
  • Country
  • Time Zone
8

(Optional) Toggle on Skype for Business if this integration is required, and then click Next.


 

When enabled, this location-wide setting converts all existing Calling apps into Calling for S4B. This app can run alongside Skype for Business for Windows and provides integrated PSTN calling abilities.

9

Click Next.

10

Enter an available Cisco Webex SIP address and click Next and select Finish.

Before you begin

To create a new location, prepare the following information:

  • Location address

  • Desired phone numbers (optional)

1

From the customer view in https://admin.webex.com, go to Services > Calling > Locations, and then click Add Location.

Keep in mind that new locations will be hosted in the regional data center that corresponds to the contract country you selected using the First-Time Setup Wizard.

2

Configure the settings of the location:

  • Location Name—Enter a unique name to identify the location.
  • Country—Choose a country to tie the location to. For example, you can create one location (headquarters) in the United States and another (branch) in the United Kingdom. The country that you choose determines the address fields that follow. The ones documented here use the U.S. address convention as an example.
  • Language—Choose the language for the location.
  • Address—Enter the location's main mailing address.
  • City—Enter a city for this location.
  • State—From the drop-down, choose a state.
  • ZIP/Postal Code—Enter the ZIP or postal code.Phone Number—Enter the phone number at which the location's main contact can be reached.
3

(Optional) Toggle on Skype for Business if your users at this location want to continue to collaborate using the Microsoft Skype for Business desktop app. Users will be able to make and receive phone calls from outside their organization as well as leverage the advanced calling features that the Webex Calling S4B app offers. Users must download and install the Webex Calling S4B app so that when they initiate or receive a PSTN call on their Microsoft Skype app, they're cross-launched into the Webex Calling S4B app.


 

This is the only time that you can opt in or out of the Skype for Business integration with the Webex Calling app. After the location is created, you no longer have the option to change this setting.

4

Click Save and then choose whether you want to add numbers now or later.

5

If you clicked Add Now, choose one of the following options:

  • Cisco PSTN —Choose this option if you'd like a bundled solution that allows you to order new PSTN numbers and port existing numbers to Cisco.


     

    The Cisco PSTN option is only visible under the following conditions:

    1. The Cisco Calling Plan has been enabled or purchased for that customer.

    2. The location is in a country where the Cisco Calling Plan is supported (currently only available in the United States).

  • Cloud Connected PSTN—Choose this option if you’re looking for a cloud solution that doesn’t require a significant investment in local hardware and then select a CCP provider of your choice.

     

    Only partners that support your location's country are displayed.

    If you see the option to Order numbers now under a provider listed, we recommend that you choose that option so that you can reap the benefits of integrated CCP. This way, you can order your numbers right here in Control Hub. If you choose this option, go here for more information and next steps.

    Keep in mind that if you decide not to order your numbers now, subsequent changes to your PSTN provider may be limited.

  • Premises-based PSTN (Local Gateway)—You can choose this option if you want to keep your current PSTN provider or you want to connect non-cloud sites with cloud sites.

6

Choose whether you want to activate the numbers now or later.

7

Enter Phone Numbers as comma-separated values, and then click Validate.

Numbers are added for the specific location. Valid entries move to the Validated Numbers field, and invalid entries remain in the Add Numbers field accompanied by an error message.

Depending on the location's country, the numbers are formatted according to local dialing requirements. For example, if a country code is required, you can enter numbers with or without the code and the code is prepended.

8

Click Save.

What to do next

After you create a location, you can enable emergency 911 services for that location. See RedSky Emergency 911 Service for Webex Calling for more information.

When you created your customer organization in Control Hub, the first location you created automatically becomes the default location. Users that you add to your organization are assigned to this default location, unless you specify otherwise. You can make any subsequent location the default location but keep in mind that you cannot delete the default location.

Before you begin


Get a list of the users and workspaces associated with a location: Go to Services > Numbers and from the drop-down menu, select the location to be deleted. You must delete those users and workspaces before you delete the location.

Keep in mind that any numbers associated with this location will be released back to your PSTN provider; you'll no longer own those numbers.

1

From the customer view in https://admin.webex.com, go to Services > Calling > Location, and then select the location you want to delete.

2

Click More beside the location name, choose Delete Location, and confirm that you want to delete that location.

It typically takes a couple of minutes for the location to be permanently deleted but it could take up to an hour. You can check the status by clicking More beside the location name and selecting Deletion Status.

You can change your PSTN setup as well as the name, time zone, and language of a location after it's been created. Keep in mind though that the new language only applies to new users and devices. Existing users and devices continue to use the old language.


For existing locations, you can enable emergency 911 services. See RedSky Emergency 911 Service for Webex Calling for more information.

1

From the customer view in https://admin.webex.com, go to Services > Calling > Locations, and then select the location you want to update.

If you see a Caution symbol next to a location, it means you haven't configured a telephone number for that location yet. Users won't be able to make or receive any calls until that number is configured.

2

(Optional) Under PSTN Connection, select either Cloud Connected PSTN or Premises-based PSTN (local gateway), depending on which one you've already configured. Click Manage to change that configuration, and then acknowledge the associated risks by selecting Continue. Then, choose one of the following options and click Save:

  • Cisco PSTN —Choose this option if you’d like a bundled solution that allows you to order new PSTN numbers and port existing numbers to Cisco.


     

    Partners must be authorized Webex Calling VAR partners and have accepted the new Webex Calling Addendum through enrollment into the Cisco Webex Calling VAR PSTN program.

    Partners will place an order with Cisco Calling Plan licenses (Outbound Calling Plan & Telephone Numbers) within the Cisco Commerce Workspace (CCW).

    This option is only available to value added resellers.

  • Cloud Connected PSTN—Choose this option if you’re looking for a cloud solution that doesn’t require a significant investment in local hardware and then select a CCP provider of your choice.


     

    Only partners that support your location's country are displayed.

    If you see the option to Order numbers now under a provider listed, we recommend that you choose that option so that you can reap the benefits of integrated CCP. This way, you can order your numbers right here in Control Hub. If you choose this option, go here for more information and next steps

  • Premises-based PSTN (Local Gateway)—Choose this option if you want to keep your current PSTN provider or you want to connect non-cloud sites with cloud sites.

     

    Webex Calling customers with locations previously configured with a Local Gateway will automatically be converted to premises-based PSTN with a corresponding trunk.

3

Select the Main Number at which the location's main contact can be reached.

4

Select the Voicemail Number that users can call to check their voicemail for this location.

5

(Optional) Click the pencil icon at the top of the Location page to change the Location Name, Time Zone, or Language as needed, and then click Save.

These settings are also available in the first-time setup wizard. As you change your dial plan, the example numbers in Control Hub update to show these changes.

1

From the customer view in https://admin.webex.com, go to Services > Calling > Service Settings, and then scroll to Internal Dialing.

2

Configure the following optional dialing preferences, as needed:

  • Location Routing Prefix Length—We recommend this setting if you have multiple locations. You can enter a length of 2-7 digits. If you have multiple locations with the same extension, users must dial a prefix when calling between locations. For example, if you have multiple stores, all with the extension 1000, you can configure a routing prefix for each store. If one store has a prefix of 888, you'd dial 8881000 to reach that store.
  • Steering Digit in Routing Prefix—You can set a value here regardless of whether you use location routing prefixes.
  • Internal Extension Length—You can enter 2-6 digits and the default is 2.

     

    After you increase your extension length, existing speed dials to internal extensions are not automatically updated.

3

Specify internal dialing for specific locations. Go to Services > Call > Locations, select a location, scroll to Dialing, and then change internal and external dialing as needed:

  • Internal Dialing—Specify the routing prefix that users at other locations need to dial in order to contact someone at this location. The routing prefix of each location must be unique. We recommend that the prefix length matches the length set at the organization level but it must be between 2-7 digits long.
  • External Dialing—Optionally, you can choose an outbound dial digit that users must dial to reach an outside line. The default is None and you can leave it if you don't require this dialing habit. If you do decide to use this feature, we recommend that you use a different number from your organization's steering digit.

     

    Users can include the outbound dial digit when making external calls to mimic how they dialed on legacy systems. However, all users can still make external calls without including the outbound dial digit.

Impact to users:

  • Users must restart their phones in order for changes in dialing preferences to take effect.

  • User extensions should not start with the same number as the location's steering digit.

If you're a value added reseller, you can use these steps to start local gateway configuration in Cisco Webex Control Hub. When this gateway is registered to the cloud, you can use it on one or more of your Cisco Webex Calling locations to provide routing towards an enterprise PSTN service provider.


A location that has a local gateway can't be deleted when the local gateway is being used for other locations.

Follow these steps to create a trunk in Control Hub.

Before you begin

  • Once a location is added, and before configuring premises-based PSTN for a location, you must create a trunk.

  • Create any locations and specific settings and numbers to each one. Locations must exist before you can add a premises-based PSTN.

  • Understand the Premises-based PSTN (local gateway) requirements for Webex Calling.

  • You can't choose more than one trunk for a location with premises-based PSTN, but you can choose the same trunk for multiple locations.

1

From the customer view in https://admin.webex.com, go to Services > Calling > Call Routing, and select Add Trunk.

2

Select a location.

3

Name the trunk and click Save.


 

The name can't be longer than 24 characters.

What to do next

You're presented with the relevant parameters that you'll need to configure on the trunk. You'll also generate a set of SIP digest credentials to secure the PSTN connection.

Trunk information appears on the screen Register Domain, Trunk Group OTG/DTG, Line/Port, and Outbound Proxy Address.

We recommend that you copy this information from Control Hub and paste it into a local text file or document so you can refer to it when you're ready to configure the premises-based PSTN.

If you lose the credentials, you must generate them from the trunk information screen in Control Hub. Click Retrieve Username and Reset Password to generate a new set of authentication credentials to use on the trunk.

1

From the customer view in https://admin.webex.com, go to Services > Calling > Locations.

2

Select a location to modify and click Manage.

3

Select Premises-based PSTN and click Next.

4

Choose a trunk from the drop-down menu.


 

Visit the trunk page to manage your trunk group choices.

5

Click the confirmation notice, then click Save.

What to do next

You must take the configuration information that Control Hub generated and map the parameters into the local gateway (for example, on a Cisco CUBE that sits on the premises). This article walks you through this process. As a reference, see the following diagram for an example of how the Control Hub configuration information (on the left) maps onto parameters in the CUBE (on the right):

After you successfully complete the configuration on the gateway itself, you can return to Services > Call > Locations in Control Hub and the gateway that you created will be listed in the location card that you assigned it to with a green dot to the left of the name. This status indicates that the gateway is securely registered to the calling cloud and is serving as the active PSTN gateway for the location.

1

From the customer view in https://admin.webex.com, go to Services > Calling > Numbers.

A table appears that shows numbers and corresponding information for all locations. You can click the All Locations drop-down and choose a location if you want to filter on a specific one. The table includes information like who the number is Assigned To and its Status.

2

(Optional) Next to a number entry, under Actions, click , and then choose one of the following options:

  • Edit—For active numbers that are currently assigned to a user or a place. Click this option to open the Calling Admin Portal, where you can make further changes.

  • Activate—For numbers in Inactive status, this option is available once a Webex Calling ported number that was submitted with an order is completed. After you activate the number, the number shows as Active when it's ready to use.

  • Delete—For numbers in Inactive status and that aren't currently assigned to a user or a place, this option is available.

3

(Optional) Click Add Numbers, fill in the required information to add at least one new number to a location, and then click Save.


 

Valid entries move to the Validated Numbers field while invalid entries remain in the Add Numbers field accompanied by an error message.

Numbers must follow E.164 format for all countries, except the United States can also follow the National format.

Depending on the location's country, the numbers are formatted according to local dialing requirements. For example, if a country code is required, you can enter numbers with or without the code and the code is prepended.

4

(Optional) Activate numbers in bulk. You can filter your list of numbers based on a specific location or status or both. Click Inactive to see only the numbers that are in an inactive state. You can activate 500 numbers at a time by selecting Activate Numbers at the top of your list and then confirm your intent by clicking Activate in the dialog box that opens.

If you're trying out Cisco Webex services and you'd like to convert your trial to a paid subscription, you can submit an email request to your partner.

1

From the customer view in https://admin.webex.com, select the building icon .

2

Select the Subscriptions tab, and then click Purchase Now.

An email is sent to your partner letting them know that you're interested in converting to a paid subscription.

You can use Webex Control Hub to set the priority of available calling options that users see in Webex. You can also enable them for single click-to-call.

1

From the customer view in https://admin.webex.com, go to Organization Settings > Services, scroll to Calling and then choose Client Settings.

2

Drag and drop calling options that you want users to see to the Available Call Options field, and then rearrange them in the priority order that you want for your users.

Other options that are hidden for users appear in the Hidden Call Options field, as shown in this example screenshot:

3

Toggle on Enable Single Click-to-Call if you want users to be able to make a call with the first call option that you configured in the previous step.


 

The changes may take up to 24 hours to appear in Webex. You can advise your users to restart their apps to pick up on these changes more quickly.

You can control what calling application opens when users make PSTN calls. After you configure this setting at the organization level, you can override this setting for specific users.


Only choose the organization-wide option if you're ready to migrate your entire organization.

Before you begin

  • Your organization must have the correct subscriptions for the calling behavior you choose.

  • Users must have valid phone numbers. If the numbers are invalid, Webex still sends the number to the calling app that you select, but the call from that app will fail.

From the customer view in https://admin.webex.com, go to Settings, scroll to Calling Behavior, and then choose one of the following: .

  • Calling in Webex Teams—Select this option if you want users to make calls directly in Webex using Webex Calling.
  • Webex Calling app—Select this option if your organization has a subscription to Cisco Webex Calling and you want to allow users to make PSTN calls using the Webex Calling app. When users make PSTN calls in Webex, the Webex Calling app is used to make the call.

A message appears that indicates that the calling behavior is updated. Users are now able to make PSTN calls from Webex or the Webex Calling app.

Users must have the corresponding application installed to make PSTN calls from Webex. Make sure you let people know what choice you make and if another app is used to make PSTN calls.


 

You can change this setting at the user level if certain people need to use different calling behavior. Go to Users and under Settings, select Calling Behavior. You can make your choice and then click Save.