Customer provisioning

Wholesale RTM removes the need to place per-customer purchase orders into CCW. Instead, the service provider can onboard customers directly against Webex using Public APIs or Partner Hub.

  • The service provider owns the customer relationship. When selling services to the customer, the service provider manages that relationship (including quoting, ordering, package limiting, billing, payments) on their own systems. So step one in any customer management is to provision the customer on their own system.

  • The service provider can integrate public APIs into their customer provisioning workflows to allow them to automatically onboard the customer and users onto Webex and assign services.

  • Once the customer is onboarded, the service provider may use Partner Hub, Control Hub, and public APIs to further administer the solution for their customers.

Administrators should be provisioned with the same level of package as the customer organization was created with. No downgrade of the package is supported for the customer administrator (full administrator).

If a partner provisions a Wholesale subscription for their own organization, the organization may appear in the customers list. This doesn’t affect functionality and can remain unchanged. The customer list updates automatically after the subscription is canceled. We’re working on improvements to make this behavior clearer.

Packages/add-ons

The basic units of service assignment for Wholesale RTM are Packages and Add-ons.

  • Packages are the base service assignments. All users are assigned one (and only one) package, which entitles them to a set of Webex Messaging, Meetings and Calling services. For the list of packages, see Package offers.

    When creating a new customer, partners specify package and add-on quantities that control the maximum number of packages that can be assigned.

  • Attendant Console and Cisco Calling Plan add-ons are additional billable features that aren’t included by default in the base packages. The initial release of Wholesale RTM doesn’t include any add-ons, but there are a list of potential add-ons in the pipeline.

Restricted or denied persons checks

Wholesale RTM provisioning automatically checks if a customer appears on the Restricted or Denied Persons List (RPL) for compliance purpose. This verification is mandatory whenever a customer is created or their billing address is updated, ensuring the customer isn’t listed on the RPL. This check applies to all customers.

The RPL compliance check runs asynchronously in the background. This means that customer provisioning proceeds seamlessly, ensuring the provisioning flow is never interrupted or delayed while the check is underway.

The system initiates and performs the RPL compliance check in the background. If the customer is RPL complaint, then no further action is required from the RPL team.

If a potential compliance match is detected, a review process is initiated. The RPL team conducts a manual review and approves the customer if there are no issues. Most issues are reviewed and resolved within 15–60 minutes. If the compliance issues aren’t resolved, we reach out to the partners and assist in resolving the issues.

Cisco initiates deprovisioning of the customer and users if a customer remains non-compliant for 30 days, or if the partner is unreachable after three contact attempts.

For information on Cisco compliance policy, see General Export Compliance.

For information from the U.S. Department of Commerce, see Denied Persons List.

Address

You must select a country in billing address when you create a customer. This country is automatically assigned as the organization country in Common Identity. Also, the organization country determines the default global call-in numbers in the Webex Meetings site with Cisco enabled PSTN calling options.

The system sets the site's default global call-in numbers to the first available dial-in number defined in the telephony domain based on the organization's country. If the organization's country isn’t found in the dial-in number defined in the telephony domain, the default number of that location is used.

The following table lists the default call-in country code based on each location:

S.No.

Location

Country code

Country name

1

AMER

+1

U.S., CA

2

APAC

+65

Singapore

3

ANZ

+61

Australia

4

EMEA

+44

UK

5

EURO

+49

Germany