You can select varied connections for multi-site applications. For example, you can select Cisco Calling Plan for one location, Cloud-Connected PSTN (CCP) for a second location, and Local Gateway for the third location. When choosing the Cisco Calling Plan, the following applies.


  • Your partner must be an authorized Webex Calling VAR partner and have accepted the new Webex Calling Addendum through enrollment into the Webex Calling VAR PSTN program.

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


  • Cisco Calling Plan service is currently available to the US region only.

  • Existing Webex Calling locations cannot transition to Cisco Calling Plan.

  • Toll-free numbers are not currently available. You cannot order new toll-free numbers or port existing toll-free numbers to the Cisco Calling Plan.

  • You can order a maximum of 100 new phone numbers at a time. Additional numbers can be placed as a separate order.

  • Cisco Calling Plan is available with the free Webex Calling trial offer. When using the Cisco Calling Plan with a Webex Calling trial, you can create a maximum of 10 new phone numbers.

    Number porting is not available with a Webex Calling trial.

Once your Cisco Calling Plan service is enabled, you can select one of the PSTN options:
  • Cisco Calling Plan (Cisco PSTN)

  • Cloud Connected PSTN

  • Premise-based PSTN (Local Gateway must be enabled separately)


From the customer view in, go to Calling > Locations and select the location you want to update.


Click Manage next to PTSN Connection.


Select Cisco PSTN and click Next.


Enter the contact information and click Next.

This field is for the contact information of the person who will sign the legal contract with Cisco.


Ender the Emergency Services Address (ESA), and click Save.

By default, the ESA entered here is applied to all phone numbers for this location.


You can change the ESA for an individual user if needed. For example, you may need to change the ESA if you have a remote employee who works from home.


On the summary screen, do one of the following:

  • Add numbers.
  • Click Done.

    You can add numbers to your calling plan later.

With the Cisco Calling Plan, you can order new phone numbers directly from Cisco through Webex Control Hub.

Before you begin

  • The Cisco Calling Plan must be enabled for your site before you can order new phone numbers through Webex Control Hub.

  • When requesting new numbers, you can enter specific numbers or a block of consecutive numbers. You can also allow the system to assign numbers from the search inventory based on the country, state, area code, and prefix you select.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.


From the customer view in, go to Calling and click Numbers > Add Numbers.


Choose a location and select Order New Numbers. Click Next.


Specify the numbers you want to order by selecting the Country, State, Area code, and Prefix.


Enter how many numbers you want auto-selected for you.

You are provided a list of available numbers based on your selected criteria.


Click the numbers you would like to order, then click Order.


On the order submission confirmation page, select PSTN Orders to check your order status. This brings you to the PSTN Orders page,


Accept the Terms of Service to activate the new numbers.

Final PSTN Order Page - TOS


The Terms of Service link is only available to customer administrators. Partners only see a message that the Terms of Service needs to be signed by the customer.

As an administrator, you can move existing phone numbers from your current PSTN to the Cisco Calling Plan option.

Before you begin

  • Enable Cisco Calling Plan for your site before you port phone numbers through Webex Control Hub.

  • A signed Letter of Agency (LOA) is needed, authorizing Cisco to place orders with the current PSTN carrier to move the service to Cisco. The LOA must be signed by the current account owner or authorized signer. You're prompted to sign the LOA while completing the porting steps.

  • Make sure you have a recent bill in PNG or PDF formate from your current PSTN provider. The bill must be from the last 30 days. While completing the porting steps, you’re prompted to upload a copy of your bill.

  • To ensure a successful port, make sure you have the following information ready:

    • List of all phone numbers to port (non-toll free)

    • Current PSTN provider account information

    • Customer Service Record (CSR) if available

    • Your account PIN if one exists

    When planning for which numbers to port, we recommend that you consider any number that receives inbound calls. See Number Policy for more information.

  • By default, the Emergency Service Address (ESA) entered for a location during your Cisco Calling Plan setup is applied to all phone numbers for that location.


From the customer view in, go to Calling and click Numbers > Add Numbers.


Choose a location and select Port numbers. Click Next.


Enter your account information with your current provider. Make sure that the information entered matches your current provider bill. Click Next.


Add the phone numbers you would like to keep, then click Next.

You’re notified by email once the order is successful.


A portability check is automatically run when numbers are entered. Highlighted numbers are considered non-portable. Further review of these instances is supported by PSTN Technical Support.

Add number errors

Upload a bill from your previous provider. Make sure the bill is from the last 30 days and is in PNG or PDF format. Click Next.


Enter your first and last name to sign the Letter of Agency (LOA). Click Sign.


Review your order and click Next.


The order submission screen shows a summary of your port order. Click Done.


Control Hub conducts a preliminary error check before a port order is submitted. If there are any issues found with a port order, administrators receive an email notification and an error message appears on the PSTN Orders screen.

PSTN Order Page - Port Error
By default, the Emergency Service Address (ESA) specified for a location during Cisco Calling Plan setup applies to all of the phone numbers under that location. If you need to modify this for a user, for example, if you have a remote employee who works from home, you can associate a different ESA with the phone number assigned to that user.


From the customer view in, go to Users.


Select the user you want to modify and click Calling.


Under Emergency Services Address, click Location's Address.


Select Custom Address.

Users - Details view - ESA

Update the information for the user and click Save.

Once a location is set up with the Cisco Calling Plan, you can update the Emergency Service Address.


From the customer view in, go to Calling > Locations and select the location you want to update.


Next to PSTN Connection, click Manage.


Next to the Emergency Service Address, click Edit.

Location ESA

Enter the new addres and click Save.

The following number policy applies to orders for new or ported phone numbers through Cisco Calling Plans.


  • Cisco makes no guarantee regarding the availability of phone numbers, even if that number is listed by Cisco as available.

  • Any phone number provided by Cisco to end-user shall not be leased or sold.

  • Caller ID Name my not always reflect requested name.

  • All phone numbers are treated by Cisco as two-way numbers.

New Number Ordering

  • Numbers may be ordered from Cisco individually or in a consecutive block of numbers, where numbers are in sequential order (‘Block Order’).

  • Block Orders can be ordered in increments of 10, 50 or 100.

  • Numbers ordered in a Block Order cannot be deleted individually. End-users wanting to delete a portion of the block will be required to delete the entire block and order new numbers.

Number Porting - Cisco will be providing number porting services. The following policies apply to customers porting numbers into or out of Cisco services. All porting activities are subject to certain laws and possibly to third-party terms and conditions. Customer is obligated to follow such laws. “Slamming” activities are not allowed, and any attempt to change any party’s telephony service provider without obtaining permission first is forbidden.

  • Port-In (Transfer of numbers into Cisco PSTN services from another carrier)

    • The end-user is obligated to provide accurate porting information.

    • The end-user is obligated to provide proof of ownership of numbers they are porting into Cisco services.

    • Cisco may need to log into the end-user's admin portal in order to conduct number porting activities.

    • The completion on any number port request may depend on factors outside of Cisco’s control, including delays caused by the end user or by the other service provider.

    • Number Publication by End User. End User shall publicize ported numbers at their own risk. The end user is responsible for verifying successful porting before publicizing any numbers.

    • Cisco makes no guarantee regarding the specific time-of-day of the port.

    • End-users should avoid porting in lead DSL/ADSL numbers.

    • End-users should avoid porting phone numbers to VoIP that are not tested or supported (This includes, but is not limited to alarm/security lines, elevator lines, etc.).

  • Port Reschedules: Rescheduling porting activities, especially with short notice, may result in an outage of service.

  • Port-Out (Transfer of numbers from Cisco PSTN to another carrier)

    • While Cisco takes reasonable efforts to ensure the validity of a port out request, unauthorized port outs do occur and Cisco cannot be held liable for any such activity.

Service Cancellation: Upon termination or cancellation, end-user has the sole responsibility for porting numbers out to another service provider if they desire to maintain ownership of the numbers. Numbers which are not ported out will be released after a reasonable amount of time. Cisco cannot guarantee the same phone numbers will be available after it is released.

The minimum required order is one Outbound Calling Plan (OCP). Billing includes charges for outbound calling plans, phone numbers, and international calling usage. Your Cisco monthly billing invoice includes information on call activity, charges, and applicable fees and taxes. There is no additional charge to port phone numbers.

When your billing begins:

  • Outbound Calling Plans ordered in CCW begin billing on the requested service date (RSD).

  • Outbound Calling Plans provisioned in Control Hub begin billing immediately.

  • Phone numbers provisioned in Control Hub begin billing immediately or, if ported from another provider, will begin billing upon port completion.

Outbound calling plan rates:

  • Rates for the Outbound Calling Plans and phone numbers are pro-rated using the same proration methord used to calculate the rates for the Webex Calling licenses.

  • International calling rates vary by country and are billed the month following usage.

Cisco Calling Plan support is provided by various support divisions, depending on your need.

Table 1. Cisco Support Contact Information

Support Division


Contact Information

Partner Help Desk (PHD)

Partner how-to and/or documentation inquiries about the Cisco Calling Plan offering

North America: 1-844-613-6108

EMEA: +44 129 366 10 20

APAC: +61 3 7017 7272


PSTN Technical Support (PTS)

  • Partner/Customer PSTN-related questions

  • Port order expedite requests

  • Port date reschedules

  • Port rejections

  • Specific date/time requests for a port

  • Port date changes post FOC (Firm Order Commitment)

  • Order cancellations

Open a support case


  • Issues with Control Hub functionality

  • Issues with service, such as dropped calls, call quality issues, or service outages

North America: 1-800-553-2447

EMEA: +32 2 704 5555

APAC: +61 2 8446 7411


See also:

PSTN Billing Support (PBS)

Cisco Partner Support (CPS)

  • PSTN-related billing and invoicing questions

  • PSTN-related disputes