Calling APIs

  • Hydra ID for a location, as generated by CPAPI via the Hydra /telephony/config APIs, are incompatible with Hydra IDs and are not accepted by other Hydra APIs.

    Workaround: Do not use the location Hydra IDs return by /telephony/config APIs for non /telephony/config APIs. Instead, look up the corresponding location via Hydra /location APIs.

Control Hub

  • If you update the first and last name field for a user in Control Hub, through CSV, or API, and the first name or last name are left blank, then the name saves in Control Hub. However, the name appears in the Webex Calling app and the Cisco IP phones with a period (".") in the first name and the last name fields.

  • You can't filter by locations for users, workspaces, or devices in Control Hub.

  • Email languages are localized based on the language setting set through Control Hub. However, when an end user receives an activation email, the activation link that launches to, launches the settings page in English, regardless of the language of the email.

    Workaround: The end user can set the appropriate language in after login.

  • When new Webex Calling users are created through Control Hub, the users announcement language should default to the announcement language setting of the location. This default is currenlty not happening, and all announcement languages for new Webex Calling users are defaulted to English.

  • The device status search by location is not available.

    Workaround: Create tags for devices based on location. Then search by tag using the search bar on the Devices page. For more information about creating tags for devices, see Group Devices with Tags

  • Webex Calling service providers are no longer able to add or manage third-party devices that aren't on the Support Devices for Webex Calling list.

  • If you are adding a workspace and want to assign it to an ATA that already has the first line port assigned to another user or workspace, you will not be able to enter that ATA’s MAC address.

    Workaround: Add the new workspace, assign a phone (you can use a ficticious MAC address), and unassign the device from the workspace. Then select the Configure Port button to edit the ATA and add the workspace. A workspace assigned as an additional line port on an ATA will not display a device in the workspaces table. When viewing that workspace, the ATA will appear under Devices.

  • When you update a user's first name or last name in Control Hub, the update isn't made in the corresponding Caller ID fields. The workaround is to change the user name in CH then update Caller ID First Name and/or Last Name in CAP

    Workaround: Change the user's name in Control Hub and then update the Caller ID First Name and Last Name in Control Hub.

  • When you create a location and assign a number that's already in use, the location still gets created but shows as unconfigured in Control Hub.

  • You can enter special characters in the First Name and Last Name fields for the Caller ID feature in Control Hub but those characters are normalized and removed from the phone display screen when that user makes a call.

  • When you choose Webex Calling as the Calling Behavior for your organization or a specific user, external calls made from Webex version 4.x on mobile devices do not open the Webex Calling app, as expected.

  • Don’t use zero as the access code for Webex Calling. Zero overlaps with national and international dialing prefixes. Calls made with the Webex Calling application or Webex Calling devices will fail if zero is used as the access code.

Known issues for Emergency Callback Number:

  • In Control Hub, you have the option to deactivate a user or workspace. However, the deactivation feature is not currently functioning. When deactivating a user or workspace, if that user or workspace is actively being used as the Emergency Callback Number (ECBN), a message appears warning the administrator. Currently, this warning can be ignored since the deactivation does not actually occur.

  • When Assigned Number from User’s Location is selected, the Emergency Callback Number (ECBN) selects a fallback destination. The displayed name and number in the drop-down is the effective user. It is not the originally configured user. This limitation is cosmetic, but misleading, and will be resolved.

Known issues for bulk delete phone numbers

If attempting to delete a bulk range of numbers, Control Hub will prompt to delete the entire range if one and only one record of that range is selected. If more than one number in that range is selected, then bulk delete of this number range will fail.

Known issues for Webex Calling analytics

  • Analytics won’t show usage from Webex Calling app mobile users. This will be fixed when Webex Calling app version 3.9.14 is released.

  • Analog telephone adaptors (ATAs) and DECT devices aren’t supported.

  • Devices that register via IPv6 or a VPN termination to Webex Calling are also unsupported.

Calling user portal

  • When do not distrub is enabled from the calling user portal, callers will hear the busy treatment. Currently, in the portal, the description says that it will send callers to voicemail, when enabled. In order for it to send callers to voicemail, When busy must also be enabled in the Voicemail Settings of the calling user portal.

Local gateway configuration

  • The Fax-to-Email feature in Webex Calling requires the T.38 protocol when used via local gateway (CUBE) for instance FAX to Personal Fax number > PSTN > CUBE > Webex Calling SBC > EMAIL. In this case, the media transmission won't be encrypted. Therefore, enable the T.38 protocol at your own discretion.

Webex Calling devices

  • Busy Lamp Field (BLF) doesn't display in secondary devices (shared call appereance). Currently, BLF is only showing for primary devices.

  • When deactivating a user, calling services will be unavailable for the Webex App and Webex Calling app. Cisco MPP phones will continue to support calling until the device is removed or call intercept is enabled for that user. For more information about call interecept, see Configure Call Intercept for a User for Webex Calling in Cisco Control Hub.

  • ATA 191/192 - When attempting a remote firmware upgrade, as part of the on-boarding process, for Cisco ATA 191/192 devices, you may experience a problem if the firmware load on the ATA is an older version. In order to resolve the issue, follow the instructions below to manually upgrade the firmware on your Cisco ATA 191/192.

    • Workaround: Go to Administration > Firmware Upgrade. Unzip the file. Select the unzipped file to upgrade it. The firmware is downloaded from here. After firmware is downloaded, point the ATA back to

  • Your MPP device cannot access any Active Directory (AD) that was synchronized by Cisco Directory Connector. From the Custom Directory menu, your MPP phone can only access users that were assigned Webex Calling licenses.

Webex Calling app

  • Your Webex Calling app doesn't have access to Active Directory (AD) for AD synchronization. So, you only have access to other Webex Calling users in your directory (users assigned Webex Calling licenses).

  • If your administrator has set up Webex Calling as your calling application, then your presence won’t change in the Webex App to indicate you are on the phone if you are using the Webex Calling app to make a call.

Webex Carrier users

  • Currently, Webex Calling and Webex Carrier share a common identity across systems that doesn't allow the same user to be provisioned in both environments. Any Webex Calling customer with an email address identifier for Webex Carrier can't be onboarded to Webex Calling with the same email address identifier.