A Trunk is a connection between Webex Calling and the premises, which stops on the premises with a local gateway or other supported device. Once you create a trunk, you can assign it to a route group. A Route Group is a group of trunks that allow Webex Calling to distribute calls over multiple trunks or to provide redundancy. A Local Gateway is an on-premises device(s) that interconnects the trunk, on-premises PSTN, and/or PBX.

Trunks, route groups, and dial plans provide the following benefits:

  • Load-balancing and failover across trunks to Webex Calling and the premises

  • Ability for Webex Calling users to utilize cloud PSTN (Cloud Connected PSTN (CCP) or Cisco PSTN) and still be able to reach PBX users in the enterprise.

  • Routing of calls to different premises PBXs

  • Tandem functionality to route calls between premises PBXs.

  • Broader range of migration and coexistence scenarios with premises PBXs, including mixed sites with premises users and Webex Calling users

  • In-depth visibility of call routing decisions

Once your location is enabled, you must set up PSTN connectivity for Webex Calling users within that location. The following PSTN options are available:

  • 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 available under the following conditions:

    • You have purchased and enabled the Cisco Calling Plan.

    • The location is in a country where Cisco Calling Plan is supported.

  • Cloud Connected PSTN – Choose this option if you’re looking for a cloud solution that doesn’t require deployment of local hardware, and then select a CCP provider of choice. Cloud PSTN (Cisco PSTN or Cloud Connected PSTN) can only be used to provide PSTN access for Webex Calling users. Calls originating from premises users can’t access cloud PSTN.

  • Premises-based PSTN (Local Gateway) – Choose this option if you want to keep your current PSTN provider. Trunks for premises-based PSTN through local gateway can also be used to connect to premises PBXs. You can retain existing local gateway functionality is retained without making any configuration changes. Locations using local gateway are set to Premises-based PSTN and local gateways become trunks.

Configure your selected PSTN connection within Control Hub by selecting Calling > Locations, select the location you want to modify, then select Assign or Manage and select the PSTN connection of choice.

Trunk

A trunk is a connection between Webex Calling and the premises, terminated on the premises with a supported session border controller acting as a Local Gateway.

There are two types of local gateway trunk models:

  • Registration-based trunk: Trunk or peering with Webex Calling from a local gateway using a SIP trunk model where the trunk performs a SIP registration using a pilot user account and credentials that are obtained at the end of the trunk onboarding process. Subsequently, when calls are made from Webex Calling or the enterprise, this registration you are planning is then used by both the local gateway and Webex Calling services to process these calls. A registration-based trunk needs a network connection originating from the local gateway and the gateway can be behind a network address translation (NAT) device.

  • Certificate-based trunk: Trunk or peering with Webex Calling from a local gateway using a SIP trunk model that offers a higher scale from a single local gateway and also allows the customer admin to set max concurrent call capping on a trunk. Unlike a registration-based trunk there is no SIP registration between the Local Gateway and the cloud but instead a certificate-based authorization and authentication model is used. During the onboarding process, the organization's admin shall add a Fully Qualified Domain Name (FQDN) and Webex Calling will then use a combination of this FQDN and their local gateway's certificate to trust a local gateway. Also, unlike a registration-based trunk, there is a requirement for network connections to be maintained by both parties (Local Gateway and Webex Calling) and hence the local gateway must be configured to be reachable from Webex Calling through appropriate network configuration on the premise network.

  • Multitenancy is where a single LGW can be configured with multiple tenants for more than one location or more than one customer. This is now supported for both Registration & Certificate-based trunks. Cisco Unified Border Element needs to be running Cisco IOS XE 17.9.1a or later for Certificate-based multitenancy. If you are using a validated non-Cisco SBC please check the vendor SBC documentation for Webex Calling multitenancy support.

  • The co-existence of a registration-based trunk and a certificate-based trunk is NOT supported on the same CUBE instance. If you would like to change the trunk model you are using on a particular CUBE, you must first remove existing configuration and follow the instructions from the beginning. For help with CUBE configuration, see: Cisco Unified Border Element Configuration Guide. Approved Non Cisco SBCs are only supported with Certificate-based trunks.

  • If you are migrating a location from one trunk model to the other, you MUST use two separate local gateways due to the reasons suggested above. You MUST use the route groups feature if you wish to migrate a location without impacting calling service:

    • Create a new route group if one does not exist for the location.

    • Move the existing trunk into the route group.

    • Add a new trunk into the route group.

    • Configure your 'new' Local Gateway

    • Once your new local gateway is servicing traffic, you can remove the old Local Gateway from the route group and delete the trunk.

  • Ensure that trunk credentials and security attributes are stored safely and inaccessible to any bad actors to avoid toll fraud.

    • For a registration-based trunk, the SIP credentials are used for authentication and MUST be stored safely.

    • For a certificate-based trunk, a combination of FQDN used for the trunk, the signed certificate, and its private key are used for authentication and MUST be stored safely.

Third Party SBC Support

Local gateway (Premises-based PSTN) trunk in Webex Calling allows connectivity to a customer-owned PSTN service. It also provides connectivity to an on-premises IP PBX deployment such as Cisco Unified CM. Non-Cisco (Vendor/Third-party) SBCs that have been validated and approved are now supported in Webex Calling.

The Webex Calling third-party Local Gateway vendor validation program is a process designed to ensure the highest level of interoperability between 3rd party Session Border Controllers and Cisco Webex Calling.

A robust set of test requirements must be met for a third-party party SBC to become a Compatible Webex Calling Local Gateway.

Webex Calling Cloud service supports enterprise dialing using through what is termed as a Local Gateway that sits at the edge of the customer’s VoIP network. A local gateway is a SIP Session Border Controller (SBC) that interworks with Webex Calling cloud service in specific ways and the Local gateway MUST operate specified conditions with Webex Calling. Local Gateway feature enables Webex Calling customers to continue using their existing PSTN service provider.

Third-party Local Gateway resources:


As we validate and approve the other third-party vendors, the list shall be updated, if the vendor/platform is not in the list then it is not yet validated as a Webex Calling LGW.

Calling capacity requirements and recommendations on trunk type selection

Registration-based trunking model is a simpler model to deploy and run your local gateway and hence we recommend you chose this model unless you require a very large number of concurrent calls from a single CUBE instance. Approved Non Cisco SBCs are only supported with Certificate-based trunks.

From an offering standpoint, the registration-based trunk model is targeted at customers who may want a lower scale that is below 250 concurrent calls through an Over-the-Top connection & the Certificate-based trunk is targeted at higher capacity deployments requiring between 250 and 6500 concurrent calls.

The below table assumes a user to call ratio of 10:1, and provides recommendations for trunk selection, and link quality recommended. An interconnect refers to a dedicated bandwidth connection to Webex Calling, like Webex Edge Connect.

Sizing by number of concurrent calls per local gateway

Sizing by number of users behind a local gateway

Trunk type preferred

Minimum Link Quality

~ 2000–6500

65000

Certificate based

Interconnect

250 to ~ 2000

20000

Certificate based

OTT

up to 250

2500

Registration trunk

OTT

Connection qualification:

Over-the-top connection (OTT) MUST meet the following link quality conditions:

  • Max 100 ms latency

  • Max 10 ms Jitter

  • Max packet loss of 0.2%

Interconnect MUST meet the following link conditions:

  • Max 30 ms Latency

  • Max 5 ms Jitter

  • 0 packet loss

For a registration trunk model, Session Border Controller (SBC) performs SIP registration. Registration-based trunk requires the local gateway to maintain the SIP registration is active. The connection is implicit to registration.

Before you begin

All trunks must be assigned to a location in Control Hub.

1

Log in to Control Hub https://admin.webex.com, go to Services > Calling > Call Routing.

2

Select Add Trunk.

3

Select a Location from the drop-down list.

4

Enter a Name for the trunk.

5

Select Registering from the Trunk Type drop-down list.

6

Dual Identity Support setting impacts the handling of the From header and P-Asserted-Identity (PAI) header when sending an initial SIP INVITE to the trunk for an outbound call. Below are some example scenarios to better understand the usage of this setting:

  • Scenario 1: A Webex Calling user is set to use the location main number as the external calling number.

    • When the Dual Identity Support setting is enabled:

      • From: Location Number

      • PAI: Direct Line

    • When the Dual Identity Support setting is disabled:

      • From: Location Number

      • PAI: Location Number

  • Scenario 2: A Webex Calling user is set to use the user phone number as the external calling number.

    • When the Dual Identity Support setting is enabled:

      • From: Direct Line

      • PAI: Direct Line

    • When the Dual Identity Support setting is disabled:

      • From: Direct Line

      • PAI: Direct Line

  • Scenario 3: A Webex Calling user calls an on-premises user via local gateway.

    • When the Dual Identity Support setting is enabled:

      • From: Enterprise Significant Number

      • PAI: Direct Line

    • When the Dual Identity Support setting is disabled:

      • From: Enterprise Significant Number

      • PAI: Enterprise Significant Number


 

Enabling the dual identity setting will take precedence over the locations. For more information, see: Specify caller ID options for users and workspaces

7

Click Save.

What to do next

The trunk information appears on the screen Register Domain, Trunk Group OTG/DTG, Line/Port, 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 local gateway. If you lose the credentials, you must regenerate 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.


This action impacts service, so it's recommended to be done during nonbusiness hours.

If you are configuring a trunk to connect your local gateway to Webex Calling, see: Configure Local Gateway on IOS-XE for Webex Calling.

A trunk is the connection between Webex Calling and the premises, terminating on the premises with a local gateway or other supported device.

Before you begin

All trunks must be assigned to a location within Control Hub.

1

Log in to Control Hub https://admin.webex.com, go to Services > Calling > Call Routing.

2

Select Add Trunk.

3

Select a location and name of the trunk.


 
The name of the trunk can't be more than 24 characters long.
4

Dual Identity Support setting impacts the handling of the From header and P-Asserted-Identity (PAI) header when sending an initial SIP INVITE to the trunk for an outbound call. Below are some example scenarios to better understand the usage of this setting:

  • Scenario 1: A WebEx Calling user is set to use location main number as the external calling number.

    • When Dual Identity Support setting is enabled.

    • From: Location Number

    • PAI: Direct Line

  • When Dual Identity Support setting is disabled.

    • From: Location Number

    • PAI: Location Number

  • Scenario 2: A WebEx Calling user is set to use the user phone number as the external calling number.

    • When Dual Identity Support setting is enabled.

    • From: Direct Line

    • PAI: Direct Line

  • When Dual Identity Support setting is disabled.

    • From: Direct Line

    • PAI: Direct Line

  • Scenario 3: A WebEx Calling user calls an on-premise user via local gateway.

    • When Dual Identity Support setting is enabled.

    • From:Enterprise Significant Number

    • PAI: Direct Line

  • When Dual Identity Support setting is disabled.

    • From:Enterprise Significant Number

    • PAI:Enterprise Significant Number


 

Enabling the dual identity setting will take precedence over the locations. For more information, see: Specify caller ID options for users and workspaces

5

Click Save.

What to do next

The trunk information appears on the screen Register Domain, Trunk Group OTG/DTG, Line/Port, 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 local gateway. If you lose the credentials, you must re-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.

Note: This action impacts service, so it's recommended to do during non-business hours.

You can edit the trunk name or view the trunk details and usage in Control Hub.

1

Log in to Control Hub https://admin.webex.com, go to Services > Calling > Call Routing > Trunk.

2

Select the trunk you want to view or modify.

3

On the side panel, next to the trunk name, click the icon to change the name of the trunk.

You can also view the usage information for the trunk.

4

To view additional details, click Manage next to Trunks.


 

Use this setting if you lose the trunk information credentials and need to regenerate them. Click Retrieve Username and Password to generate a new set of authentication credentials to use on the trunk. This is service impacting.

5

Dual Identity Support setting impacts the handling of the From header and P-Asserted-Identity (PAI) header when sending an initial SIP INVITE to the trunk for an outbound call. Below are some example scenarios to better understand the usage of this setting:

  • Scenario 1: A WebEx Calling user is set to use location main number as the external calling number.

    • When Dual Identity Support setting is enabled.

    • From: Location Number

    • PAI: Direct Line

  • When Dual Identity Support setting is disabled.

    • From: Location Number

    • PAI: Location Number

  • Scenario 2: A WebEx Calling user is set to use the user phone number as the external calling number.

    • When Dual Identity Support setting is enabled.

    • From: Direct Line

    • PAI: Direct Line

  • When Dual Identity Support setting is disabled.

    • From: Direct Line

    • PAI: Direct Line

  • Scenario 3: A WebEx Calling user calls an on-premise user via local gateway.

    • When Dual Identity Support setting is enabled.

    • From:Enterprise Significant Number

    • PAI: Direct Line

  • When Dual Identity Support setting is disabled.

    • From:Enterprise Significant Number

    • PAI:Enterprise Significant Number


 

Enabling the dual identity setting will take precedence over the locations. For more information, see: Specify caller ID options for users and workspaces

You can delete a trunk as long as it's not in use.

1

Log in to Control Hub https://admin.webex.com, go to Services > Calling > Call Routing.

2

Select the trunk you want to delete.

3

Click the in the Actions column, click Delete Trunk.

To check the trunk status in Control Hub.

1

Log in to Control Hub https://admin.webex.com, go to Services > Calling > Call Routing.

2

Select the trunk you want to check the status.

3

Click Trunk Info.

Example

The following are the different registration-based trunk status:

  • Online: Successful registration of Local Gateway to Webex Calling.

  • Offline: Unsuccessful registration of Local Gateway to Webex Calling.

While adding a certificate-based trunk, you must enter a Fully Qualified Domain Name (FQDN). Then, Webex Calling uses a combination of the FQDN and the local gateway's certificate to trust a Local Gateway.

Requirements for configuring a Local Gateway from the Control Hub:

  • Local Gateway’s cloud-facing network MUST be using a public IPv4 address and an FQDN or SRV address resolving to this address MUST be resolved on the internet.

  • All SIP & media ports on the external interface MUST be accessible from the internet and not behind a NAT and hence required firewall updates MUST be done on the enterprise network components:

  • A signed certificate is required for a successful authorization and authentication of calls from the trunk. The certificate must meet the following requirements:

    • The certificate MUST be signed by a CA mentioned in What Root Certificate Authorities are Supported for Calls to Cisco Webex Audio and Video Platforms?

    • The trust bundle mentioned in What Root Certificate Authorities are Supported for Calls to Cisco Webex Audio and Video Platforms? should be uploaded on to the CUBE.

    • The certificate should be valid always:

      • Signed certificates MUST always have a valid expiry.

      • Root or intermediate certificates MUST have a valid expiry and should not be revoked.

      • Certificates MUST be signed for client and server usage.

      • Certificates MUST contain the Fully Qualified Domain Name (FQDN) as a common name or subject alternate name in the certificate with the FQDN chosen in the Control Hub. For example:

        • A trunk configured from your organization’s Control Hub with london.lgw.cisco.com:5061 as the FQDN Must contain london.lgw.cisco.com in the certificate CN or SAN.

        • A trunk configured from your organization’s Control Hub with london.lgw.cisco.com was the SRV MUST contain london.lgw.cisco.com in the certificate CN or SAN. The records that the SRV address resolves to (CNAME/A Record/ IP Address) are optional in SAN.

      • Certificates may be shared between more than one Local Gateway, however, the FQDN requirements that are mentioned in the previous bullet point must be satisfied.

Before you begin

  • All trunks must be assigned to a location in Control Hub.

  • Admin MUST choose to have the Local Gateway resolved through an FQDN or a Service Record (SRV) and this option shall exit during configuring your trunk. However, there are a few rules:

    • Admin MUST have a unique host address (FQDN or SRV) per trunk across your entire organization. For example:

      • A trunk with FQDN london.lgw.cisco.com:5062 can only be created if there exists no other trunk with a host address london.lgw.cisco.com.

      • A trunk with SRV address london.lgw.cisco.com can only be created if there exists no other trunk with a host address london.lgw.cisco.com. This is not allowed even if there exists a trunk with the same FQDN and a port combination.

    • If the gateway's address is an FQDN, then a port must be configured. Standard SIP ports such as 5061 or 5062 may be chosen and appropriate firewall configuration should be done so that the IPV4 and port combination is addressable from a cloud service.

    • If an SRV address is chosen, then the service type must have a prefix of "_sips._tcp". Records within the service record must have an appropriate weight and priority and have a TTL not less than 300 seconds.

  • Admin must choose a host address from a verified / claimed top-level domain name per the Manage domains article.

1

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

2

Select Add Trunk.

3

Select a Location from the drop-down list.

4

Enter a Name for the trunk.

5

Select Certificate-based from the Trunk Type drop-down list.

6

Select a Device Type from the drop-down:

  • Cisco Unified Border Element

  • Oracle Session Border Controller


 

The SBC integration with Cisco Webex Calling as third-party Local Gateway (LGW) is only supported with Certificate-based trunk. Only SBCs shown in the device type list in Control Hub are validated by our trusted partners as Compatible Webex Calling Local Gateways.

For more information on supported third-party vendor information, see: Third Party SBC Support.

7

Enter the Session Border Controller (SBC) Address, Domain, and Port.

This is the FQDN or SRV address for Webex Calling to reach out to your Enterprise SBC.

 
You must have a verified domain. For more information, see Manage your domains
8

Enter the maximum number of concurrent calls.

9

Click Save.


 
If validation doesn’t pass, the Save button won’t appear. Validation may not pass if the FQDN or SRV chosen is not unique per your organization. Check the requirement for unique FQDN or SRV addresses above. If the issue persists contact the Cisco support team.

What to do next

You can edit the trunk name or view the trunk details and usage in Control Hub.

1

Log in to Control Hub https://admin.webex.com, go to Services > Calling > Call Routing > Trunk.

2

Select the trunk you want to view or modify.

3

On the side panel, next to the trunk name, click the icon to change the name of the trunk.

You can also view the usage information for the trunk.

4

To view additional details, click Manage next to Trunks.


 

Use this setting if you wish to update a value for Max Concurrent Calls.


 

If you have to update the SRV address or FQDN or port of your local gateway you must add a new trunk and delete the old trunk.

5

Dual Identity Support setting impacts the handling of the From header and P-Asserted-Identity (PAI) header when sending an initial SIP INVITE to the trunk for an outbound call. Below are some example scenarios to better understand the usage of this setting:

  • Scenario 1: A WebEx Calling user is set to use location main number as the external calling number.

    • When Dual Identity Support setting is enabled.

    • From: Location Number

    • PAI: Direct Line

  • When Dual Identity Support setting is disabled.

    • From: Location Number

    • PAI: Location Number

  • Scenario 2: A WebEx Calling user is set to use the user phone number as the external calling number.

    • When Dual Identity Support setting is enabled.

    • From: Direct Line

    • PAI: Direct Line

  • When Dual Identity Support setting is disabled.

    • From: Direct Line

    • PAI: Direct Line

  • Scenario 3: A WebEx Calling user calls an on-premise user via local gateway.

    • When Dual Identity Support setting is enabled.

    • From:Enterprise Significant Number

    • PAI: Direct Line

  • When Dual Identity Support setting is disabled.

    • From:Enterprise Significant Number

    • PAI:Enterprise Significant Number


 

Enabling the dual identity setting will take precedence over the locations. For more information, see: Specify caller ID options for users and workspaces

You can delete a trunk as long as it's not in use.

1

Log in to Control Hub https://admin.webex.com, go to Services > Calling > Call Routing.

2

Select the trunk you want to delete.

3

Click the in the Actions column, click Delete Trunk.

To check the trunk status in Control Hub.

1

Log in to Control Hub https://admin.webex.com, go to Services > Calling > Call Routing.

2

Select the trunk you want to check the status.

3

Click Trunk Info.

Example

The following are the different certificate-based trunk status:

  • Online: Successful connection between all the Webex Calling Edge proxies and Local Gateway.

  • Offline: Unsuccessful connection between the Webex Calling and Local Gateway.

  • Impaired: Unsuccessful connection between at least 1 Webex Calling Edge proxy and Local Gateway.

  • Unknown: In the process of establishing a connection between Webex Calling and the Local Gateway that is recently added.

SI No.

Error Description

Action

1.

TLS Connection to Local Gateway failed due to DNS resolution failure of the FQDN configured for your gateway

Verify the DNS configurations for the SRV /FQDN configured and ensure they are resolvable

2.

TLS Connection to Local Gateway failed due to a transport issue

Verify that the resolved IP addresses and port to the Local Gateway are valid

3.

TLS Connection to Local Gateway failed as the gateway's certificate is signed by an invalid Certificate Authority

Verify and ensure that the Local Gateway certificate is signed by a valid Certificate Authority  (What Root Certificate Authorities are Supported for Calls to Cisco Webex Audio and Video Platforms?)

4.

TLS Connection to Local Gateway failed as the gateway's certificate has expired

Verify and ensure that the Local Gateway certificate is not expired

5.

TLS Connection to Local Gateway failed as the gateway's certificate has been issued by an expired Certificate Authority

Verify and ensure that the Local Gateway certificate is not signed by an expired Certificate authority certificate chain

6.

TLS Connection to Local Gateway failed as the FQDN configured for your gateway is missing from CN or SAN

Verify and ensure that the Local Gateway certificate has CN / SAN same as the FQDN/SRV configured

7.

SIP options sent to the Local Gateway received no response

Verify and ensure that the CUBE is configured to receive OPTIONS requests and respond. Verify the CUBE configuration

8.

TLS connection from Local Gateway to Webex Calling failed due to an invalid gateway certificate

Verify and ensure that the Local Gateway certificate is valid

9.

TLS connection from Local Gateway to Webex Calling failed as we were unable to trust the Certificate Authority

Verify and ensure that the Local Gateway certificate is signed by the valid Certificate Authority (What Root Certificate Authorities are Supported for Calls to Cisco Webex Audio and Video Platforms?)

10.

TLS connection from Local Gateway to Webex Calling failed due to expired certificates in the chain

Verify and ensure that the Local Gateway certificate is not signed by the expired certificate chain

11.

TLS connection and SIP options from Local Gateway to Webex Calling have failed

Verify and ensure that the CUBE is configured to send OPTIONS requests

12.

SIP options response from the Local Gateway indicates a Server error or Service Unavailable

Verify and ensure that the Local Gateway is not in Maintenance mode or call routing is not disabled

13.

TLS Connection to Local Gateway failed as Local gateway's certificate has been revoked

Verify and ensure that the Local Gateway certificate is not revoked

14.

TLS Connection from Local Gateway to Webex Calling failed as the gateway's certificate has been revoked

Verify and ensure that the Local Gateway certificate is not revoked

15.

TLS Connection from Local Gateway to Webex Calling failed as the gateway's certificate has expired

Verify and ensure that the Local Gateway certificate is not expired

16.

TLS Connection from Local Gateway to Webex Calling failed due to a certificate error

Verify and ensure that the Local Gateway certificate is valid and meets requirements

17.

TLS Connection to Local Gateway from Webex Calling failed due to a certificate error

erify and ensure that the Local Gateway certificate is valid and meets requirements


Error SI No.: 2,6,11, and 12 are shown only when all the edge proxy nodes experience an issue.

Route Group

A Route Group is a group of trunks that allow Webex Calling to distribute calls over multiple trunks or to provide redundancy.

Before you begin

  • Add trunks before configuring a route group.

  • Route groups can include configured trunks from multiple locations.

  • Trunks can be configured singularly or assigned to a route group. Add trunks to route groups to provide redundancy and scalability.

  • Each route group must include at least one trunk with a maximum of 10 trunks per route group.

  • When configuring a route group, you set a priority level to the trunks within that route group. This setting enables calls to be routed in a load-balanced manner.

  • Calls are distributed randomly among trunks with the same priority. If a trunk that is set as highest priority is not available, the system attempts to route the call to a trunk with a lower priority setting. For example:

    • Trunk 1 and Trunk 2 are set at priority level 1.

    • Trunk 3 is set at priority level 2.

    • Webex Calling routes calls to Trunk 1 and Trunk 2 in a load-balanced manner.

    • If Trunk 1 and Trunk 2 are unreachable, calls are routed to Trunk 3.

1

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

2

Select Route Group > Create Route Group.

3

Name the route group, then select the trunk(s) to add from the drop-down menu.

4

Select the priority level for the trunk.

5

Click Save.

What to do next

From the confirmation screen, you can visit the Locations page to configure the PSTN connection to individual locations, or you can visit the Dial Plans page to use this route group as the routing choice for a dial plan.

You can change an existing route group's name, add trunks, modify the number of trunks assigned, and change the trunk priority levels. From the route group details page, you can also view the Calls to On-Premises Extensions, Dial Plans, and PSTN Connection.

1

From the customer view in https://admin.webex.com, go to Services > Calling > Call Routing > Route Groups.

2

Select the route group you want to modify.

3

On the side panel, next to the route group name, click the icon to change the name of the route group.

4

To add or edit trunks in the route group, click Manage next to Trunks.

You can add a trunk from the drop-down menu, edit the priority level of an existing trunk within the table, and/or delete an existing trunk from the table.

5

Click Save.

You can delete a route group as long as it's not in use.

1

From the customer view in https://admin.webex.com, go to Services > Calling > Call Routing > Route Groups.

2

Select the route group you want to delete.

3

Click the in the Actions column, and select Delete Route Group.

Dial plans allow you to route calls to on-premises destinations by use of trunks or route groups. They are configured globally for an enterprise and apply to all users, regardless of location. A dial plan also specifies the routing choice (trunk or route group) for calls that match any of its dial patterns. Specific dial patterns can be defined as part of your dial plan. A dial pattern represents on-premises extensions:

  • ESN/on-net numbers

  • +E.164 patterns

  • SIP URI domains

Numeric Dial Patterns

Numeric patterns can either represent E.164 numbers or enterprise numbers. Patterns for E.164 numbers start with a leading +, followed by a sequence of digits (1-9), and then optional wildcard characters.

Enterprise Dial Pattern

An enterprise dial pattern is represented by a sequence of digits (1-9), followed by optional wildcard characters. Valid wildcard characters are ! (matches any sequence of digits) and X (matches a single digit, 0-9). The ! wildcard can only occur once at the end and only in an E.164 pattern.

Enterprise Dial Plan Examples

+1408555XXXX

11-digit +E.164 number starting with +1408555

+14085551234

Exact dial string +14085551234

+496100!

Any dial string starting with +496100

84969XXX

8-digit ESN starting with 84969

84969764

Exact 8-digit ESN 84969764

SIP URI Dial Pattern Syntax:

Only domains (right-hand side of SIP URI after @) are matched. Options are either:

  • Fully qualified domain

  • Domain with a leading * (indicating all sub-domains of given domain)

Examples:

SIP URI Dial Patter Syntax Examples

Prefix

Meaning

Examples

example.com

Only URIs with host portion “example.com”

alice@example.com

us.example.com

Only URIs with host portion “us.example.com”

alice@us.example.com

*.example.com

URIs with host portion being sub-domain of “example.com”

alice@eu.example.com

alice@sales.us.example.com

Note: alice@example.com is not matched

Once you’ve created your trunks and route groups, you can configure a dial plan in Control Hub.

1

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

2

Click Dial Plans, then Create Dial Plan.

3

Enter a Name for the dial plan.

4

Select a Routing Choice.

Select either a previously created trunk or route group.

5

(Optional) You can manually create or import a dial pattern for the route choices selected.

6

Click Save.

What to do next

You can also bulk-add dial patterns after your dial plan is created. To bulk-add dial patterns using a CSV file, go to the Dial Plans screen and select the Actions drop-down menu from the dial plan to edit, and then choose Import Dial Patterns CSV or Export Dial Patters CSV. Choose Download Template or Import CSV File and click Submit.

You can change an existing dial plan's name, routing choices, and dial patterns in Control Hub.

1

From the customer view in https://admin.webex.com, go to Services > Calling > Call Routing > Dial Plans.

2

Select the dial plan you want to modify.

3

On the side panel, next to the dial plan name, click the icon to change the name of the dial plan.

4

To change the Routing Choice choose another option from the drop-down menu.

5

To manually add a new dial pattern, click Add dial patterns. Or click Import CSV to bulk-add dial patterns.

6

To remove a dial pattern, click the icon next to the dial pattern you would like to remove.

7

Click Save.

1

From the customer view in https://admin.webex.com, go to Services > Calling > Call Routing > Dial Plans.

2

Select the dial plan you want to delete.

3

Click the in the Actions column, and select Delete Dial Plan.

You can enable the Calls to On-Premises Extensions setting in Control Hub. This setting applies to users within a location that are registered to a PBX and allows you to route unknown extensions (calling number length of 2-6 digits) to the PBX using an existing trunk or route group.

Before you begin

The Calls to On-Premises Extensions setting is enabled per location.

This setting allows preservation of dialing habits in a mixed cloud/premises environment. Users can continue to use abbreviated dialing (for example, 4 digits), even if the site is partially migrated to Webex Calling.

When enabled, calls made by users at the location to an unknown extension (between 2-6 digits) are routed to the selected route group/trunk as premises calls.

Calls routed through trunks at the location from an unknown extension are handled as premises calls.

Calls are considered as originating from an unknown extension when the caller ID does not match any of the existing dial plan patterns.

1

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

2

Select the location to modify.

3

On the panel, click Internal Dialing.

4

Check the box next to Enable routing unknown extensions to the Premises as internal calls to enable this setting.

5

Select a routing choice from the drop-down menu.

6

Click Save.

In Control Hub you can configure call routing settings between Webex Calling and premises. These settings determine how your unknown numbers are handled when using trunks and route groups to an on-premises PBX, and the caller ID format for calls routed between Webex Calling and your PBX.

1

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

2

Scroll to Call Routing between Webex Calling and premises and choose how you would like to handle unknown numbers.

  • Standard Behavior is the default and recommended option to achieve the best level of interoperability with an on-premises PBX.
  • Legacy Behavior (not recommended) provides backward compatability for the legacy local gateway behavior and is not recommended when dial plans are configured for the organization.

 

The unknown number handling service setting is set to Legacy Behavior to preserve routing behavior. This setting can be modified to take advantage of new call routing features (for example, dial plans and route groups).

3

Choose your caller ID format.


 

When the +E.164 phone number option is chosen, Webex Calling selects the external Calling Line ID (CLID), which is an E.164 number. When the ESN (enterprise significant number) option is chosen, Webex Calling selects the internal CLID, which is an ESN.

4

Click Save.

The Verify Call Routing tool in Control Hub provides:

  • Simulation of calls to analyze routing decisions.

  • Useful guidance during the design and configuration phases of a deployment.

  • Events in Webex Analytics Platform that include call routing decisions.

  • Support in troubleshooting instances.

1

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

2

Select Verify Call Routing.

3

From the drop-down menu, choose Select Call Source of a user or a trunk to verify.

4

Enter a number or URI.

5

Click See Routing Result to view the call routing.

Example 1: Multi-site PBX

Deployment description

  • Enterprise customer with 100 sites across US.

  • Multi-site PBX deployment (or network of PBX’s), with main PBX spread over two main sites for HA.

  • 8-digit enterprise dial plan: 8 + 3-digit site code + 4-digit extension.

  • 30 sites remain on-premises, 70 sites move to Webex Calling. PSTN remains on-premises, through SIP Trunks at the two main sites.

  • No mixed sites. For each site users are either all on-premises or all cloud-registered.

Deployment solution

  • Single Dial Plan with 30 E.164 + 30 ESN patterns that routes calls for the on-premises users to a Route Group with two Trunks, terminating on two local gateways at the two main sites.

Example 2: Mixed Cloud-PBX sites

Deployment description

  • Enterprise customer with 50 sites across the US: 10 large sites and 40 small branches.

  • PBX’s at large sites, key switches at branches.

  • 7-digit Enterprise dial plan: 8 + 2-digit site code + 4-digit extension.

  • Webex Calling only at branches, slow migration from PBX’s at large sites (mixed sites with both Webex Calling and PBX users).

  • Cloud-connected PSTN for all cloud users (premises users continue to use existing PSTN).

  • Cloud and PBX users at each large site must retain extension-only dialing capabilities.

Deployment solution

  • Dial plans to route calls to each of the PBX’s from any other site. Also, for each large site, Calls to On-Premises Extensions configured to route calls to a trunk that terminates on a local gateway at the site.

Configurable Limitations for Trunks, Route Groups, and Dial Plans

Description

Maximum Limitation

Dial patterns that a CSV can upload to a dial plan

10000

Trunks that can be configured per location

100

Route groups per enterprise customer

10000

Trunks configurable within a route group

10

Dial plans configurable per enterprise customer

10000

Dial patterns configurable with one dial plan

10000