Cisco Call from Microsoft Teams (new name of calling integration)

[azoupas]

                                                       * 14 feb 2025: added 4 new features that went live today                                                    
                                                       * added latest demo videos (features being released Feb-March2025)(announced CL EMEA)
                                                         Cisco Call for Microsoft Teams (new Features Feb-March2025) vidcasts
                                                       * added note on 4 new enhancements (Nov 2024
                                                      * updated to reflect new name --> ''Cisco Call for Microsoft Teams''(28 Oct 2024)
                                                      * added reference to new important feature : ability to change icon/name/description(Oct24)
                    
                                                                             
hi all,

Webex app offers enterprise-grade Calling + Messaging + Meetings services.
But there are cases where, as an organization, you have decided to use Cisco for calling (onprem or cloud) and use MSFT Teams for messaging.  In these cases you could leverage the calling integration we have with MSFT Teams named: ''Cisco Call for Microsoft teams'' (initial name was ''Webex calling integration for MSFT Teams'').
Note: name change took place end of Oct 2024 so you will still see many resources that refer to this feature with old name : ''Webex calling integration with MSFT Teams''. Bare with us till all content is updated on this recent name change.

What are the advantages of this approach?
1) users gets best calling experience (via Webex calling or CUCM) while using MSFT Teams app as front-end user interface. Cisco calling experience offers enterprise-grade telephony features (from Webex Calling or CUCM world) plus our market-leading audio Intelligence noise removal technology.
How this is done: user uses Microsoft Teams app for messaging workload plus other services, but, when they need to place or receive a PBX call, then in-call window is offered by Cisco. This happens in a transparent way for the user (webex app needs to be installed on user's device but runs in hidden mode). And while in call, user has all the Cisco calling features (of CUCM or Webex calling).
2) you maintain one calling platform/phone system (on Cisco side) and one messaging platform (on MSFT side). 
This is important benefit compared to direct routing path that requires to maintain two phone systems, brings extra costs and effort and comes with caveats. On admin side you don't have to reinvent the wheel in order to finetune a new phone system. You can count on your existing Cisco calling platform and count on MSFT for messaging workload.
(community post comparing Direct routing vs Webex app client side integration for CUCM cases --> here)
3) integration is client-side and easy to implement (also easy to try).
Integration is happening on the client level and does not require changes on the cisco calling world (CUCM or Webex Calling).
For CUCM or Webex Calling, these calls are like typical calls. So they keep all the features and architectural aspects that these calling solutions offer. For example if you have setup CAC(Connection Admission Control) policies on CUCM then this is maintained in these calls like other calls you do with CUCM.
4) integration is free - no extra licenses needed.
5) integration is available for both CUCM onprem environment and Cloud calling (WxC, WxC DI) environments.
So if you have today Webex app with CUCM onprem and later on you decide to upgrade to Webex app with Webex Calling, the integration with MSFT Teams remains.

To find more details about ''Cisco Call from MSFT Teams''  integration, check below resources:
Cisco Call for Microsoft Teams (new Features Feb-March2025) vidcasts - features presented at CL EMEA Feb2025
(you can see a full demo in first vidcast in playlist).
Calling Interoperability with Microsoft Teams - BRKCOL-2067 (CL Las Vegas 2024)  (requires access to CL ondemand library) 
Soon CL EMEA Feb2025 content will be added in CiscoLive on demand library.

Relevant help.webex.com help articles (note that these refer to both Webex Calling and CUCM environments):
Cisco Call for Microsoft Teams
Configure Microsoft Teams for Webex Calling
What's New in Cisco Call for Microsoft Teams great article with latest news
------------------------------------------------------------------------------------------------
Live Demos - Best way to experience this integration?
Either enable it on your environment or ask partner or cisco account team for a live demo.
Partners and Cisco teams could use our Webex DemoToolBox to start a demo in few minutes.
You can find there latest updated demo with new features:
Webex Integration for Microsoft Teams with Webex Calling (New features added!)
Although Demo Toolbox is super easy to use, for partners that use this for the first time, this excellent PIW is great:
PIW - Learn How to Demo Webex Calling for Microsoft Teams - Deck & Recording
------------------------------------------------------------------------------------------------

Some recently added features worth noting (newer in the end):
- Dark theme support // for windows and browser version of Microsoft Teams)
- Enable multi call window  // Multi call window allows users to manage multiple lines in a single window. Users can make and receive calls, see the status of all lines, and have better access to features like hold, transfer, and barge, without changing to another window. This is super important since you could also leverage unique Customer Experience Basic and Essentials function of Webex Calling.
- Call history improvements // so you can see from which call queue or hunt group the call was made and the name of the person who has forwarded the call  (this enhancement is for Webex Calling environment only at the moment. CUCM support will follow at later release).
- Webex Calling integration is available in Microsoft Teams mobile app // Users can now make a phone number call directly from their Microsoft Teams mobile app using dialpad of Webex Calling app, or Webex Calling app as a messaging extension in one-on-one chat, and group chat. More details here
- Enable bidirectional presence sync //Administrators can enable presence sync feature for synchronizing the user's presence (In a call, In a meeting, Presenting, and Do not disturb) between Microsoft Teams and Webex Bidirectionally. This synchronization helps the Microsoft Teams users who are using Webex Calling integration to know the presence status of their contacts. For details on admin configuration, see Accept presence sync permissions and Enable bidirectional presence sync sections in Configure Microsoft Teams for Webex Calling.
- Webex Calling integration logo update // We’ve updated the Webex Calling integration in Microsoft Teams (version 2.5) with a new logo
- Cross-launch Attendant Console from Microsoft Teams
- Call history supports hunt group // Supported for Dedicated Instance and UCM
- Call history supports multiple lines // Supported for Dedicated Instance and UCM
- Webex Calling integration name change // We’ve changed the name of Webex Calling integration in Microsoft Teams from Webex Calling to Cisco Call.
- Customize the Cisco Call app // As an administrator, you can customize the Cisco Call app based on your organization’s needs. This feature lets you modify the key details of the app such as the app’s icon, name, description, and more, providing a personalized experience that aligns with your brand. For details, see Customize Cisco Call app for Microsoft Teams users.
-  4 new features are now generally available (see image below for reference)
    - Voicemail Transcription (only available for Webex Calling (Cloud/MT)
    - 'Call Voicemail' functionality
    - Cross launch Customer Experience Essentials tab
    - Delete Call History records

Note: if some or all of these wont show instantly for you, please clear your Teams app cache or try in a fresh browser.
restricted users from opening up the webex app. If the user clicks on Webex icon on the system tray, it opens the calling dock
- Mute Webex calls when user is in Teams meeting or call (feb2025) // When on a Teams Meeting or in a call, users can now chose to mute or decline the incoming Cisco call. Users can navigate to 'Call Settings -> 'Notifications' -> 'Calls' -> 'Direct Calls' to set the behavior.
- Single app appearance enhancements (feb2025) // Removed branding from in-call windows, call settings and calling dock for the MS teams integration users.
- Restrict users from opening up the webex app (Windows only) (feb2025) // If the user clicks on Webex icon on the system tray, it opens the calling dock.
- Users won't see the webex logo on the icon tray when calling dock is enabled (Windows only) (feb2025).

Stay tuned for further enhancements! ------------------------------------------------------------------------------------------------
Please rate if you find helpful.

Index of all my collab community posts --> Looking for info on Cisco Collab solutions ? 
You can find there community posts on Webex Calling and CUCM solution.

thanks!
Alkiviadis

[andrew.cohen1]

What version of CUCM is required to take advantage of this integration, and does Unity also get integrated as the voicemail for WebEx calling?

[joekarter]

It requires CUCM 14. Yes, Unity Connection does get integrated as well.

[cid:image001.png@01DA7B95.6105E210]

[azoupas]

hi @andrew.cohen1 

help article I included above:
https://help.webex.com/en-us/article/n0l9q2z/Configure-Microsoft-Teams-for-Webex-Calling
mentions required CUCM versions:
''For the Webex Calling for Microsoft Teams integration to work with the Unified CM call control backend (on-premises, Webex Calling Dedicated Instance or UCM Cloud), ensure you are on Unified CM 12.5 SU7 or 14 SU3, Cisco Unity Connection (CUC) 12.5 or 14. ''

For the 2nd question:
''does Unity also get integrated as the voicemail for WebEx calling?''
If you are talking about this integration in CUCM environment, then Unity connection is also part of the integration as @joekarter  mentioned.

hope this helps
Alkiviadis

[csrlima]

Hi team, regarding this integration , i give to Ms Teams admins (IT team) the full documentation in :

https://help.webex.com/en-us/article/n0l9q2z/Configure-Cisco-Call-for-Microsoft-Teams

but , they asked me if the permissions were granted or in-application . i answered that is application , and they ask us again tif all the permissions in the table are application permissions? Is there any provider documentation where this is specify?

I believe that The permissions required for Cisco Call for Microsoft Teams integration are primarily application permissions. These permissions allow the app to access data and perform actions on behalf of the user without requiring user interaction each time.

Someone can help?

[azoupas]

hi @csrlima 

latest CL EMEA deck includes below slides. There you can see permissions are both application and delegated. But note that delegated ones that require user action are auto-accepted when user logs in.
Plus if there are any concerns from customer on existing setup, please pass them on 1:1 and can pass to PM team (would be good PM team to know them)