Edge Audio with Expressway-E

Edge Audio is an audio solution where calls originating within the enterprise go through your company network, over Webex Edge Connect, and into the cloud. Similarly, calls that initiate from Webex during a meeting route through Webex Edge Connect to leverage your on-premises audio routing. (The Edge Audio with only Expressway-E solution is only supported with Webex Edge Connect. To route calls through the internet, use an Expressway-C and Expressway-E pair, and see the Cisco Webex Edge Audio Customer Configuration Guide instead of this guide.)

The above diagram shows a typical dial-in scenario. The purple phones represent dial-in users who are calling numbers that are set up with Edge Audio. All on-network users that dial numbers configured with Edge Audio will have their call route into the Unified CM, through Expressway-E, and into the Webex cloud.

The orange phone represents a user in your enterprise that is dialing into a meeting using a number that is not configured to route over Edge Audio. Since the user is dialing an unconfigured number, the call routes through the Session Border Controller, over the PSTN or CCA-SP partner network, and into the Webex cloud.

The gray phone represents an off-network user. Off-network users who dial into Webex meetings will not route over Edge Audio. Their calls route over the PSTN or CCA-SP partner network and into the Webex cloud.

The above diagram shows a typical callback scenario. The green phones represent callback users on your network that are set up to have calls route to them.

The gray phone represents an off-network user. If an off-network user selects the callback option when connecting their audio, then the call routes from Webex over the PSTN or CCA-SP partner network.

This guide explains how each of the network components, Unified CM and Expressway-E, must be configured for calls going into the Webex cloud from your enterprise (dial-in), and how to handle calls that are initiated from Webex to flow into your enterprise (callback).

To set up Edge Audio, you must first collect the necessary dial-in information from Cisco Webex Site Administration or Cisco Webex Control Hub: dial-in numbers and the Lua Normalization script. You will use this information to set up the dial-in numbers that users will use to dial-in to their Webex services.


Edge Audio supports the site linking process described in this article.

Moving Webex Sites with Edge Audio


Don’t reuse Lua scripts if you’re moving Webex sites.

If you’re moving a Webex site, you must generate a new Lua script. Then, you must replace the old Lua script with the new one wherever it’s used in the Edge Audio configuration.

If you’re moving a site, make sure to save all the countries, extensions, and Expressway DNS SRVs from Audio Settings before deleting the old site.

The Lua Script with Edge Audio

You must specify call routing rules in Unified CM using Webex numbers in order for calls using those numbers to route to the Webex cloud. You also need a (Lua) normalization script to create the trunk in Unified CM. You can access these phone numbers and the Lua script from Webex Site Administration or Control Hub.

If you manage your Webex sites in Webex Site Administration, or have completed the Site Linking process, then access the phone numbers and generate the Lua script from Site Administration.

If you set up and manage your Webex sites in Control Hub, then access the phone numbers and generate the Lua script from Control Hub.

Edge Audio is a global service that uses a Lua script to maintain proper call routing. The Lua script makes the following call translations:

  • It updates the host portion of the request URI so that Expressway can route calls to the Edge Audio.

  • It appends the x-cisco-site-uuid parameter to the request URI referencing the Webex site.

  • It updates the SIP To header user part that is required for Edge Audio processing.

Collect Dial-in Numbers and Lua Script from Webex Site Administration

1

Sign in to Webex Site Administration and go to Configuration > Common Site Settings > Audio Settings.

2

In the Site Default Global Call-in Numbers section, choose up to two dial-in numbers to use as global defaults for your site.

  1. Check the Assign default global call-in numbers (Meetings and Training only) check box.

  2. Select a call-in option from the list on the left and click Add >.

  3. To set the order in which the assigned defaults appear on your site, select one of the defaults and click the Move Up or the Move Down button.

  4. Click Save.

3

In the Allowed Call-in Numbers section, click Preview. Make note of all of the phone numbers in a separate file.


 

You'll need this information for configurations you're going to set up later.

4

Click Generate LUA Script, and then select Export.

The Lua script is saved to your computer in a .lua format.

Collect Dial-in Numbers and Lua Script From Webex Control Hub

1

From the customer view in https://admin.webex.com, go to Services and under Meeting select Sites.

2

Select the site that you want to configure Edge Audio for, and choose Configure Site.

3

Select Common Settings > Audio Settings.

4

In the Site Default Global Call-in Numbers section, choose up to two dial-in numbers to use as global defaults for your site.

  1. Check the Assign default global call-in numbers (Meetings and Training only) check box.

  2. Select a call-in option from the list on the left and click Add >.

  3. To set the order in which the assigned defaults appear on your site, select one of the defaults and click the Move Up or the Move Down button.

  4. Click Save.

5

In the Allowed Call-in Numbers section, click Preview. Make note of all of the phone numbers in a separate file.


 

You will need these for configurations you're going to set up later.

6

Click Generate LUA Script, and then select Export.

The Lua script is saved to your computer in a .lua format.

Configure Cisco Unified Communications Manager

To route calls from your enterprise to the Webex cloud, you need to set up routing rules and trunks in Unified CM Administration. The following are high-level steps for this configuration:

  1. Create SIP Normalization Script using the Webex Lua Script.

  2. Set Early Offer Support for Voice and Video Calls to Your SIP Profile.

  3. Create a SIP Trunk Security Profile.

  4. Create a new Trunk between Unified CM and Expressway-E.

  5. Create a Route Group.

  6. Create a Route List.

  7. Create Route Patterns.

  8. Update the Minimum Session Timer.

Each of these steps is explained in detail below.

Create SIP Normalization Script using Webex LUA Script

Use the Lua script that you exported from Webex Site Administration or Control Hub to create a new SIP Normalization Script in Unified CM.

1

From Unified CM Administration, go to Device > Device Settings > SIP Normalization Script.

2

Select Add New to create a new SIP Normalization Script.

3

Follow the steps below to setup your SIP Normalization Script.

  1. Name the SIP Normalization Script something that makes it easier to find later – such as “your_site_name_webex_edge_audio”.

  2. Select Import File, and select the Lua script that you exported earlier. The Content is updated with the Lua Script after it's imported.

4

Set Memory Threshold to 200.

5

Set Lua Instruction Threshold to 3000.

6

Click Save.

You must apply this SIP Normalization Script to the trunk between your Unified CM and Expressway.

Set Early Offer Support for Voice and Video Calls to Your SIP Profile


Edge Audio also supports delayed offers. Early offer support isn't required but is recommended.

You may or may not have an SIP Profile in your Unified CM Administration configuration. If you already created an Early Offer Profile, you might be able to reuse that, apply steps 5 and 6 to it in Unified CM Administration before continuing.

If you haven't created a SIP Profile with Early Offer enabled, or your configuration requires a new one, follow these steps to create one.

1

From Cisco Unified CM Administration, go to Device > Device Settings > SIP Profile, and select Find.

2

Select Standard SIP Profile For Cisco VCS.

3

Select Copy.

4

Add "EO_Profile" to the Name.

5

Uncheck the Allow iX Application Media check box.

6

Set Early Offer support for voice and video calls to Best Effort (no MTP inserted).


 

If you can’t use Best Effort (no MTP inserted) to enforce Early Offer support, then you may need to use an alternative to support Early Offer.

7

Click Save.

Create a SIP Trunk Security Profile

1

From Cisco Unified CM Administration, go to System > Security > SIP Trunk Security Profile, and select Add New.

2

Name the SIP Trunk Security Profile.

3

In Device Security Mode, select Encrypted, or Non- secure.

4

In Incoming Port, enter a port value that doesn't conflict with other entries.


 

Do not use ports 5060 or 5061. Use any nonconflicting port, such as port 5070.

5

Select Save.

Edge Audio Codec Support

Edge Audio supports the G.722 codec. You don't need to configure the G.722 codec on your Unified CM for Edge Audio to work, but because G.722 uses less bandwidth than other codecs, configuring it might help improve the quality of service for your deployment.

Webex supports the G.722, G.711a, and G.711μ audio codecs. However, Webex does not support renegotiating codecs mid call, such as for Music On Hold (MOH).

1

From Unified CM Administration, go to System > Enterprise Parameters and for Advertise G.722 Codec choose Enabled. Then select Save.

2

Go to System > Region Information > Region and click Add New.

3

Name the region, and click Save.

4

Apply these settings:

  • For Audio Codec Preference List, select Factory Default lossy.

  • For Maximum Audio Bit Rate, select 64 kbps (G.722, G.711).

5

Click Save.


 

Apply this region to the device pool which is going to be used for Edge Audio.

Create a New Trunk Between Unified CM and Expressway-E


Make sure that you create a new trunk rather than modify an existing one.

1

From Cisco Unified CM Administration, go to Device > Trunk, and select Add New.

2

For Trunk Type, select SIP Trunk, and then choose Next.

3

Enter a Device Name.

4

Under Destination, enter the Destination Address and the Destination Port for your Expressway-E.


 

Use port 5060 for nonsecure trunks and port 5061 for secure trunks.

5

Set the SIP Trunk Security Profile to the trunk that you created in the Create a SIP Trunk Security Profile task.


 

You can only use one secure TLS trunk between Unified CM and Expressway. For more information, see Intermittent calls to Destination fails via TLS trunk. If another TLS trunk exists, then you must configure a TCP trunk with Expressway here.

6

Set the SIP Profile to the SIP profile that you created in the Set Early Offer Support for Voice and Video Calls to Your SIP Profile task.

7

For the DTMF Signaling Method, select RFC 2833.

8

For Normalization Script, select the Normalization Script that you created with the Lua script you exported earlier.

9

Select Save.


 

For other settings, such as Device Pools, Media Resource Group Lists, Locations, Calling Search Spaces, Call Classification, it's up to you to assign the appropriate configurations. Assign the configurations based on your enterprise policies and services.

Create a Route Group

1

From Cisco Unified CM Administration, go to Call Routing > Route/Hunt > Route Group.

2

Select Add New.

3

Name the Route Group.

4

For Available Devices, select the Edge Audio trunk you created.

5

Select Add to Route Group.

6

Select Save.

Create a Route List

1

From Cisco Unified CM Administration, go to Call Routing > Route/Hunt > Route List.

2

Select Add New.

3

Name the route list and give it a description.

4

For Cisco Unified Communications Manager Group, select a value that is appropriate for your configuration, and then click Save.

5

Under Route List Member Information, select Add to Route Group, and choose the route group that you created.

6

Select Save.

Create Route Patterns

You must set up the phone numbers you saved earlier. These are the numbers that users dial to start and join their Webex meetings.

These numbers include all possible numbers that can be used with Edge Audio. Depending on your configuration, country, or region, you might not want to create route patterns for all the numbers.


If you don't configure a phone number in a route pattern, then calls that use that number will route over the PSTN or CCA-SP partner network.

1

From Cisco Unified CM Administration, go to Call Routing > Route/Hunt > Route Pattern, and select Add New.

2

For Route Pattern, enter the phone numbers that users will dial in to their Webex meetings with.


 

If you use an escape code or a prefix to dial out, make sure that it is stripped off at this point and that the number is sent in a fully qualified E.164 format with or without a leading plus.

3

For Gateway/Route List, select the route list that you created in the previous task.

4

Select Save.

Result: The Unified CM configuration is complete and calls for selected numbers will route to Expressway-E.

What to do next

Apply the necessary configurations to Expressway-E.

Update the Minimum Session Timer

You should update the minimum session timer to avoid one call error transaction that shows for each call that goes from your organization to the Webex cloud. Updating the minimum session timer isn't required, but is recommended.

1

From Cisco Unified CM Administration, go to System > Service parameters.

2

Choose the server that you want to change the minimum session timer for.

3

On the services drop-down list, choose CallManager (Active).

4

Scroll to SIP Min-SE Value, and set the value to 14400.

5

Select Save.

Configure Expressway-E

The Expressway-E configuration is optional if you have Webex video conferencing platform version 1.0 or 2.0 and it is configured.

  1. Expressway-E Neighbor Zone Configuration.

  2. Choose one of these options:

    • If you're using an Expressway version before X8.11, then follow the steps in the Define DNS Zones with Mutual TLS (mTLS) on Expressway-E procedure.

    • If you're using Expressway version X8.11 or later, then follow the steps in the Define the Webex Zone procedure.

  3. Define Search Rules on Expressway-E.

  4. Configure Expressway-E for TLS v1.2.

  5. Configure Multual TLS on Expressway-E (for versions before X8.11).

Each of these steps is explained in detail below.

Expressway-E Neighbor Zone Configuration

1

Sign in to the Expressway-E configuration page and go to Configuration > Zones > Zones, and select Add New.

2

Name the zone.

3

For Type, select Neighbor.

4

Under H.323, for Mode select Off.

5

Under SIP,

  • For Mode, select On.

  • For Port, enter the same port number you used when you set up your SIP Trunk Secure Profile.

  • For Transport, select TLS if you're creating a secure neighbor zone, or TCP if you're creating an unsecure neighbor zone.


     

    You can only use one secure TLS trunk between Unified CM and Expressway. For more information, see Intermittent calls to Destination fails via TLS trunk. If another TLS trunk exists, then you must configure a TCP trunk with Expressway here.

  • For Media encryption mode, select Auto.

6

Under Location, enter the Unified CM peer information.

7

Under Advanced,

  • For Zone Profile, select Custom.

  • For SIP parameter preservation, select On.

8

Click Create Zone.

Define DNS Zones with Multual TLS (mTLS) on Expressway-E

Follow these steps if you're using an Expressway version earlier than X8.11.

If you already have video conferencing platform 1.0 or 2.0 configured, you should update the Mutual TLS (mTLS) zone with these settings.

1

Sign in to the Expressway-E configuration page, go to Configuration > Zones > Zones, and select Create Zone.

2

Name the zone.

3

For Type, select DNS.

4

Under H.323, for Mode, select Off.

5

For TLS verify mode, select On.

6

For TLS verify subject name, enter sip.webex.com.

7

For TLS verify inbound mapping, select On.

8

Set the Media encryption mode to Force Encrypted.

9

Under Advanced, set Zone profile to Custom.

10

For SIP parameter preservation, select On.

This ensures that the right parameters the Lua script sets up are passed through Expressway-E.

11

Click Save.

Define the Webex Zone

Follow these steps if you're using Expressway X8.11 or later.

1

Sign in to the Expressway-E configuration page, go to Configuration > Zones > Zones, and select New.

2

For Type, select Webex.

3

Click Create zone.

Determine the numeric zone ID for the Webex zone by selecting the Webex zone from the list of zones and looking for the numeric zone ID in your browser address bar. For example, "editzone?id=3".

4

Using the admin CLI, and the numeric zone ID determined in the previous step, set the Webex Zone to use a Force Encrypted media encryption configuration with this command:

xConfiguration Zones Zone 3 DNS SIP Media Encryption Mode: "On"

Define Search Rules on Expressway-E

1

Sign in to the Expressway-E configuration page, go to Configuration > Dial plan > Search rules, and select New.

2

Name the rule and assign it a priority, if necessary.

3

For Protocol, select SIP.

4

For Mode, select Alias pattern match.

5

For Pattern type, select Regex.

6

Apply this regular expression in the Pattern string section as it appears exactly: .+@.+\.webex\.com(;.+)?

7

For Pattern behavior, select Leave.

8

For On successful match, select Stop.

9

For Target, select either the DNS Zone or Webex Zone you created.

10

Click Save.

Configure Expressway-E for TLS v1.2

Edge Audio only works with TLS v1.2.

Video devices fail to join meetings if they're registered to a Expressway-E that doesn't support TLS v1.2 and you make these changes.

1

Sign in to the Expressway-E configuration page and go to Maintenance > Security > Ciphers.

2

For SIP TLS ciphers, enter this cipher:

EECDH:EDH:HIGH:-AES256+SHA:!MEDIUM:!LOW:!3DES:!MD5:!PSK:!eNULL:+ADH

3

For SIP minimum TLS version, select TLS v1.2.

4

Select Save.

Configure Mutual TLS on Expressway-E

Follow these steps if you're using an Expressway version earlier than X8.11.

1

Sign in to the Expressway-E configuration page and go to Configuration > Protocols > SIP.

2

On Mutual TLS mode, select On, and set the Mutual TLS port to 5062.

3

Select Save.

Open Required Firewall Ports

After you complete the Unified CM and Expressway configurations, you must open the necessary firewall ports. Refer to this article: https://collaborationhelp.cisco.com/article/WBX264 for Network Requirement information, and what ports to open.

Apply Signed Certificate from Trusted Certificate Authority

Edge Audio requires your Expressway-E to offer signed certificates from trusted CA certificate authorities for Mutual TLS (mTLS) connections. Use the following link to get to a list of certificate authorities that Cisco trusts. Certificates that are signed by authorities in this list are considered valid and the connection will be allowed. https://collaborationhelp.cisco.com/article/WBX9000008850

Add Edge Audio Root CA Certificates to Expressway-E

Edge Audio requires signed CA certificates from Hydrant and QuoVadis. If you already have these CA certificates uploaded to your Expressway-E configuration, you can continue to the next step.

Before you begin

You'll need PEM files of the "Hydrant SSL ICA G2" and "QuoVadis Root CA2" certificates. You can get these CA certificates from the Hydrant and QuoVadis websites.

1

Sign in to the Expressway-E configuration page and go to Maintenance > Security > Trusted CA certificate.

2

Under Upload, select Browse and upload the PEM files that you created.

3

Click Append CA certificate.

Edge Audio Callback Settings

If you manage your Webex sites in Webex Site Administration, then follow the steps in Apply Callback Settings From Webex Site Administration.

If you set up and manage your Webex sites in Control Hub, then follow the steps in Apply Callback Settings from Control Hub.

Make sure you apply the following DNS SRV settings before you begin with the Callback Settings.

  • DNS SRVs for each Expressway-E target must point to port 5062.

  • A Records have to be provisioned to resolve the Fully Qualified Domain Names (FQDNs) contained in the SRV records.

If you plan to use the same Expressway-E targets for business to business calls and for Webex Edge Audio Callback, then you must use a dedicated domain for the SRV records defining the Webex Edge Audio Expressway-E targets. You can't mix different ports in a single set of SRV records.


Before you enable callback for Edge Audio, your Unified CM configuration must be able to properly route Edge Audio calls for users on and off your network.


Edge Audio callback won’t failover to the PSTN or CCA-SP partner network if your network is not configured to handle the calls from Webex.

Follow these steps to setup Edge Audio Callback

  1. Call Routing from Webex Edge Audio.

  2. Call Routing for Expressway-E.

  3. Apply Edge Audio Callback Settings from Webex Site Administration OR Webex Control Hub.

  4. Turn On Extension Callback.

Call Routing from Webex Edge Audio

You must allow E.164 numbers to traverse your Expressway-E and route calls based on your configuration. This ensures proper call routing for users that are on your network and connected to your Unified CM, and users that are off your network, like those connected to a mobile phone.

Call Routing for Expressway-E

1

Sign in to the Expressway-E configuration page, go to Configuration > Dial plan > Search rules, and select New.

2

Name the rule, and assign it a priority if necessary.

3

For Protocol, select SIP.

4

For SIP variant, select All SIP Variants.

5

For Source, select Named.

6

For Source name, select the DNS Zone or Webex Zone that was configured for Edge Audio.

7

For Mode, select Alias pattern match.

8

For Pattern type, select Regex.

9

For Pattern string enter this regex string exactly: (.*)@.*;x-cisco-webex-service=audio

10

For Pattern behavior, select Replace.

11

For Replace string, enter \1@customerdomain.com.


 

The value “customerdomain.com” must be the value that Unified CM expects for incoming calls based on the Clusterwide Domain Configuration.

To verify the Clusterwide Domain Configuration configuration, go to System > Enterprise Paramters, and scroll to Clusterwide Domain Configuration.

12

For On successful match, select Stop.

13

For Target, select the neighbor zone you created for Edge Audio.

14

Select Create search rule.

Apply Edge Audio Callback Settings from Webex Site Administration

1

Sign in to Cisco Webex Site Administration, and go to Configuration > Common Site Settings > Audio Settings.

2

In the Edge Audio Allowed Callback Numbers section, for Country/Region, select the Country/Region you want to apply callback settings to, and then enter the Expressway DNS SRV.

3

Click Add.


 

When you click Add, Edge Audio will automatically test the configured DNS SRV connectivity. Before you apply the settings, make sure that the DNS SRV passes the connectivity test.

4

To show connectivity check details, click on the status indicator.

5

Choose Apply Settings when you're done applying all the callback settings.

Apply Edge Audio Callback Settings from Control Hub

1

From the customer view in admin.webex.com, go to Services, and under Meeting, select Sites.

2

Select the site that you want to configure Edge Audio for, and choose Configure Site.

3

Select Common Settings > Audio Settings.

4

In the Edge Audio Allowed Callback Numbers section, for Country/Region, select the Country/Region you want to apply callback settings to, and then enter the Expressway DNS SRV.

5

Click Add.


 

When you click Add, Edge Audio will automatically test the configured DNS SRV connectivity. Before you apply the settings, make sure that the DNS SRV passes the connectivity test.

6

To show connectivity check details, click on the status indicator.

7

Choose Apply Settings when you're done applying the callback settings.

Edge Audio Callback Routing Options

When Edge Audio callback is enabled for one or more countries then Webex routes calls over the Internet. By default, if there are DNS, TCP, or TLS connectivity issues, or a call fails with a 380 or a 400-699 SIP error response, then Webex retries the call over a PSTN or CCA-SP partner network.

Click here if you would like to disable Edge Audio from retrying failed calls over a PSTN or CCA-SP partner network.

Turn On Extension Callback


Extension Callback for Edge Audio is only available for WBS33 and later sites.

Extension callback for Edge Audio allows users to join Webex meetings using the Call Me feature and their internal extension. This is only available for Webex Meetings, and doesn't work with Webex Events, Webex Training, or Webex Support.

The existing search patterns you use for the Expressways configurations in Edge Audio will work with extension callback. Click here for more information on Expressway callback configurations for Edge Audio.

Enable Extension Callback in Webex Site Administration

If you manage your Webex sites in Webex Site Administration, or have completed the Site Linking process, then enable extension callback in Webex Site Administration.

1

Sign in to Cisco Webex Site Administration, and go to Configuration > Common Site Settings > Audio Settings.

2

In the Edge Audio Allowed Callback Numbers section, for Country/Region, select Extension and then enter the Expressway DNS SRV.

3

Click Add.

4

Choose Apply Settings.

After you enable extension callback, it takes 30 minutes for the settings to apply to the database.

Enable Extension Callback in Control Hub

If you set up and manage your Webex sites in Control Hub, then enable extension callback in Control Hub.

1

From the customer view in https://admin.webex.com, go to Services and under Meeting select Sites.

2

Select the site that you want to configure Edge Audio for, and choose Configure Site.

3

Select Edge Audio.

4

For Expressway DNS SRV, select Extension, and select Add.

5

Choose Apply Settings.

Allow Internal Call-Back for Webex Teleconferencing in Webex Site Administration


This setting is only available for CCA-SP, CCA Enterprise, and Edge Audio customers, and only applies to Webex Meetings.

When provisioned for your site, you can turn on the option to allow meeting participants to receive calls at an internal phone number within the same corporate site. You can also edit the label that appears within the Audio Conference dialog when participants join the audio conference.

1

Sign in to Webex Site Administration and go to Configuration > Common Site Settings > Options.

2

Scroll to the Site Options section, and then check the Enable internal call-back teleconferencing check box.

3

In the Internal call-back option label field, enter a descriptive name or phrase to identify the internal call-back option.

4

Click Update.

Allow Internal Call-Back for Webex Teleconferencing in Control Hub


This setting is only available for CCA-SP, CCA Enterprise, and Edge Audio customers, and only applies to Webex Meetings.

When provisioned for your site, you can turn on the option to allow meeting participants to receive calls at an internal phone number within the same corporate site. You can also edit the label that appears within the Audio Conference dialog when participants join the audio conference.

1

From the customer view in https://admin.webex.com, go to Services, and under Meeting, select Sites.

2

Choose the Webex site to change the settings for, and click Configure Site.

3

Under Common Settings, check the Enable internal call-back teleconferencing check box.

4

In the Internal call-back option label field, enter a descriptive name or phrase to identify the internal call-back option.

5

Click Update.

CCA Partners and Edge Audio

Edge Audio works with any CCA partner. The configurations are the same, the main difference is that a CCA partner’s network is used where Webex PSTN audio would otherwise be used. The CCA Call Detail Record (CDR) shows any customer calls that connect to a meeting using Edge Audio. Click here for more information on the CCA CDR.

After a CCA partner submits an Edge Audio order, it’s up to the partner to decide if they will configure Edge Audio, or will work with a customer administrator and have them set up Edge Audio.

Customize Dial-in Interactive Voice Response (IVR) Prompt Language

The IVR prompts for calls that route over Edge Audio using dial-in numbers from a CCA Partner will default to English. If you want to setup an Edge Audio Webex site with an IVR system that is in a language other than English, then you must provide your customer with an updated LUA script that identifies what dial-in numbers are associated with what language.

To update the language in the LUA Script, you must add/ change the Locale tag. For more information on the local tag see this article: https://help.webex.com/article/4zjt9m

First you will need a copy of the LUA Script for the site that you want to update. You can download a copy of the LUA script from Webex Site Administration, Control Hub, or the CCA Portal.

After you download the LUA script, open it in a text editor, and follow the steps here to add the locale tag to the right part of the script. Once the locale tags have been added, you will need to send it to your customer. The customer will then need to follow the steps here to add it to the Unified CM.

Change The Default IVR Language Prompt for One or More CCA Dial-in Phone Numbers

You can update the IVR prompt for Edge Audio Webex sites to play in a language other than english. The task below explains how to change the default IVR language from English to another language for all CCA dial-in numbers.

Before you begin

Download the LUA script from Site Administration, Control Hub, or the CCA Portal. Don't use word-processing applications like Microsift Word to edit the Lua Script.

1

Open the Lua Script in a text editor.

2

Scroll to the Update Request URI with Edge Audio URL and site uuid section and choose.

  • One IVR language for all phone numbers: The code below shows where to place the locale tag in the LUA script. This code shows the French (fr_FR) locale tag but you would use the language that you want the IVR to play in. The locale tag must be.
    -- Update Request URI with Webex Express URL and site uuid
    if phoneNumber == "NUMBER_NEEDS_CUSTOM_LANUAGE" then
    local newRequestURI = string.gsub(requestURI, "sip:(.+)@(.*)", "sip:%1@cca.example.webex.com;locale=fr_FR;x-cisco-site-uuid=6f861ef80b622085e053000000000000”)
    msg:setRequestUri(newRequestURI)
    end
  • One IVR language for one phone number, and a different language for all other phone numbers: The code below shows where to place the locale tag in the LUA script for one number. Then beneath the else tag, add the locale tag for the language to play all other IVR prompts in.
     -- Update Request URI with Webex Express URL and site uuid
        if phoneNumber == "NUMBER_NEEDS_CUSTOM_LANUAGE" then 
            local newRequestURI = string.gsub(requestURI, "sip:(.+)@(.*)", "sip:%1@cca.example.webex.com;locale=fr_FR;x-cisco-site-uuid=6f861ef80b622085e053000000000000”)
            msg:setRequestUri(newRequestURI)
        else
            local newRequestURI = string.gsub(requestURI, "sip:(.+)@(.*)", "sip:%1@cca.example.webex.com;x-cisco-site-uuid=6f861ef80b622085e053000000000000")
            msg:setRequestUri(newRequestURI)
        end
  • Multiple IVR languages for different phone numbers: The code below shows where to place the locale tag in the LUA script. The code shows French (fr_FR) as the first assigned language. Add a code block else beneath that with elseif and the appropriate locale tag if you want to use other IVR languages with other phone numbers.
    Use this
        -- Update Request URI with Webex Express URL and site uuid
        if phoneNumber == "NUMBER1_NEEDS_CUSTOM_LANUAGE" then 
            local newRequestURI = string.gsub(requestURI, "sip:(.+)@(.*)", "sip:%1@cca.example.webex.com;locale=fr_FR;x-cisco-site-uuid=6f861ef80b622085e0537326e00a3c4f")
            msg:setRequestUri(newRequestURI)
        elseif phoneNumber == "NUMBER2_NEEDS_CUSTOM_LANUAGE" then
            local newRequestURI = string.gsub(requestURI, "sip:(.+)@(.*)", "sip:%1@cca.example.webex.com;locale=en_US;x-cisco-site-uuid=6f861ef80b622085e0537326e00a3c4f")
            msg:setRequestUri(newRequestURI)
        else
            local newRequestURI = string.gsub(requestURI, "sip:(.+)@(.*)", "sip:%1@ccax.qa.webex.com;x-cisco-site-uuid=6f861ef80b622085e0537326e00a3c4f")
            msg:setRequestUri(newRequestURI)
        end
    
3

Save the Lua script and send it to your customer to upload to their Unified CM.