Webex Calling 📢 News Feed (at a glance) 📢

azoupas · ‎11-25-2024

hi team,
Webex Calling solution is continuously innovating in rapid speed.
You can find all latest enhancements in ''What's new in Webex Calling'' page and in various cisco blogs/announcements.
To help you keep up-to-date in an easy way, you can subscribe to this community post to find selected/most important Webex Calling news in a summarized format.

--------------------------------------- Coming soon -------------------------------------
Hunt group reports in Control Hub
Provide visibility of service level metrics to customers (via webhook mechanism)
Provisioning API: Virtual Extension
Webex Calling to show Failed Calls & Reasons for effective troubleshooting
Manage end user access through groups and templates
CX Essentials - Call Queue report in Control Hub
Update Control Hub Online Status for MPP and RoomOS devices (in beta)
Enhancements to Unified Communication Manager to Webex Calling Migration Insights
Local Gateway Status & Troubleshooting Improvements & Status Alerts
and many more...

-------------------------------------------- April 2025 --------------------------------------
Supporting multiple lines on Webex App for mobile users
Easily manage multiple lines on the Webex App from a single interface by switching between lines with just one tap. Stay productive, never miss an important call, and handle multiple calls directly from your mobile device.
For details, see Shared line appearance for Webex App and Manage application services for a user.
-------------------------------------------- March 2025 --------------------------------------
Support for Click-to-call (Guest Calling) (GA)
Click-to-call (Guest Calling) streamlines customer communication by offering prompt responses and guiding customers to reach sales, support, and other Business-to-Consumer (B2C) communication using their web browser. Customers need not create an account or download plugins on the browser for using this feature.
For details, see Enable customers to reach your organization using browser based click-to-call.
Assigning Hunt Group as Emergency Callback Number
This feature extends the support of Emergency Callback Numbers to select a Hunt Group as a configured value.
For details, see Emergency Callback Number (ECBN) in Control Hub.
Support assigning 250 locations to a location administrator
Webex Calling allows assigning a maximum of 250 locations to a single location administrator, increased from the previous limit of 50. For details, see Delegate location administration.
Customer Experience Essentials / Wrap up reasons and wrap up timer
Wrap up reasons are a great way to track outcomes of calls. They can help provide the relevant context.
Combined with appropriate analytics and reports it becomes a very powerful feature.
So today we are introducing Wrap up reasons support for Customer Assist.
It's really easy to configure and provides you the flexibility to control which wrap up reasons to associate with specific queues.
Agents can now select wrap-up reasons at the end of each call in the Webex app.
Administrators have reports and Supervisors have the relevant wrap up analytics in Webex App.
Wrap up timer allows you to set the amount of time an agent stays in the Wrapping up status.
It provides the necessary time for an agent to take notes and have a break at the end of the call.
You can now set an automated timer for wrap up that can be configured at a queue level.
It can be optionally paired with wrap up reasons for a powerful experience.
Vidcast // What's New announcement // Help Page for wrap up // Webex App version: 45.3+ latest version is recommended.
** Important ** Rebrarding of Customer Experience Essentials to Webex Calling Customer Assist
Webex Customer Experience Essentials has been rebranded to Webex Calling Customer Assist. Webex Calling Customer Assist represents the next step in our strategy, highlighting our ongoing and future investments in AI-powered tools designed to enhance customer support.
Webex Calling Customer Assist is a solution that empowers every employee to deliver customer service with an AI-powered,
calling centric experience built into the Webex app. With features like Click-to-call, advanced auto attendant, AI Assistant for agents and AI powered sentiment analysis for supervisors, it provides all the tools an organization needs to provide exceptional customer engagement to its customers.
All existing licenses, agents, supervisors and queues will be automatically transitioned to Customer Assist at no additional cost.
More details can be found in FAQ doc: Webex Calling Customer Assist FAQ
Custom Roles, RBAC(Role Based Access Control) is in beta
We've added (in beta program) the admin ability to create and assign new custom roles in control hub for: User Management / Calling / Devices (this page under https://gobeta.webex.com/ portal, has details on how to participate)
Please watch this Vidcast for details and visuals: https://app.vidcast.io/share/6bfd7b20-1c1d-4069-8625-47b5011bdf73
Benefits: The new custom role feature allows customers to fine tune their admin needs to support least privilege. This allows customers to restrict the administration control to the minimal set of permissions required for the admin to complete the tasks for their role.
-------------------------------------------- Feb 2025 --------------------------------------
Site Survivability support for VG400/VG410/VG420 analog gateways
Help article reference: https://help.webex.com/en-us/article/d68vi1/Site-survivability-for-Webex-Calling#Cisco_Reference.dita_98af3934-2707-428a-9cbc-a426bca13d71
Call routing based on operating modes now available for AA and hunt group
Call routing based on operating modes allows businesses to efficiently direct calls to various destinations, users, and departments within an organization while also giving authorized users the ability to manage the routing process (so authorized users can change the routing process from their IPPhone or User Hub).
Operating modes were initially supported for Basic and Essentials Call queues but now AA and Hunt group support is added.
Also operating mode were initially supported by MPP phones (12.0.6 firmware required) but now support is added for 8875 and 9800 IPPhones.
Related vidcasts: Overview and managing modes from MPP & Managing modes from user hub
** Important ** Webex Go is available from Certified Calling Providers (new purchasing model)
You can enable Webex Go for users with a professional license and assign a mobile phone number from any participating Webex Calling Certified Calling Providers. Ensure that the Webex Go is enabled with the provider before assigning the service in Webex Calling. Webex Go doesn’t require an additional entitlement for Webex. For details, see Webex Go reimagined-more choice, flexibility, and coverage; zero cost, Provision Webex Go, and Webex Go with AT&T
New data center in the Kingdom of Saudi Arabia
Announcing the launch of a new data center in the Kingdom of Saudi Arabia. All new locations use this DC for customers in the Kingdom of Saudi Arabia and surrounding countries, improving media quality and latency. For details, see the following: Data Center locations for Webex-Calling, Dedicated Instance datacenter locations
Allow multiple shared user's line appearances on the same device
This feature allows assigning multiple appearances of a User Shared Line or Virtual Line on the same device.
Enable a cost-free hot desk only license
Webex Calling provides a new licensing and onboarding model for devices that enables workspace devices with hot-desking.
For details, see Add and manage hot desk only devices.
Personal Call Routing on User Hub
For users who don't have access to the Webex App, they can use the benefits of Personal Call Routing by setting it up in the User Hub. For details, see Configure Personal Call Routing in User Hub
Internet Telephony Number Support in India
This feature provides a new approach for customers in India to implement Webex Calling solution by simplifying regulatory compliance, reducing costs, and enhancing flexibility for hybrid work. For details, see Internet Telephony Numbers for Webex Calling in India
-------------------------------------------- Jan 2025 -------------------------------------
Access DECT base station administrator password
Adding a Support card to the DECT Network page with a link to generate a serviceability password. This password gives you read and write access to all Cisco DECT base stations in the DECT network. For details, see Accessing the DECT base station password and Manage a DECT serviceability password
Calling Name (CNAM) Lookup
Webex Calling supports the lookup for a Calling Name (CNAM). This feature ensures that the calls delivered to the receiver display the correct Calling name of the caller.
Provisioning APIs for User features
APIs to provision User features such as Call Forward Selective, Selective Call Acceptance and Selective Call Rejection, and User Schedules & Rules. For details, see User Call Settings.
Toll-free and non-geographical numbers support
Webex Calling now supports Toll-free and non-geographical numbers (see list of supported countries below)
Toll-free and non-geographical numbers support for Webex Calling and Dial plans by country.
Webex Calling Detailed Call History report supports Caller IDs, Virtual line owner, and Call recording fields
New fields added to the Webex Calling detailed call history (DCH) report:For details, see Webex Calling Detailed Call History report and Get Detailed Call History API
------------------------------------------- Dec 2024 -------------------------------------
Calling Usage Details report in Partner Hub
We've introduced the Calling Usage Details report for partners to help you monitor customer organizations' usage of Webex Calling while using Webex App. This report includes detailed metrics such as the number of call legs using audio and video, the number of poor quality call legs, the number of timed-out calls, and more.
For more information, see Get started with Partner Hub.
Supporting Click-to-call (guest calling) in Webex Calling enters beta phase
Webex Click to Call is designed to provide a seamless and user-friendly calling experience for guest users, making it an ideal solution for enterprises looking to enhance their Business to Consumer (B2C) communication. By eliminating the need for downloads, accounts, and authentication, this feature ensures that customers can connect with your enterprise effortlessly with just click of a button, improving overall customer satisfaction and engagement.
This page under https://gobeta.webex.com/ portal, has details on how to participate.
Webex Attendant Console enhancements (search, contacts, favorites functions) (details)
--------------------------------------- Nov 2024 -------------------------------------
Migrate a location to the Cisco Calling Plans (details)
Generate migration license for devices using activation code (details)
Manage end user access to additional call settings (details)
Allow users to route calls and set up greetings when Away (details)
Service Numbers for Cisco Calling Plans (details)
Schedule-based Call Routing (details)
** Important *** Enhanced Outgoing Call Permissions details
The Enhanced Outgoing Call Permissions offers great flexibility for Webex Calling administrators to manage international Calling, calls to particular numbers, and a range of numbers using digit patterns. Also, this feature enhances the Authorization Codes to support a maximum of 1000 codes allowing organizations to scale the use of authorization codes without any limitation. Management of Authorization codes is simplified by supporting bulk provisioning.
Hunt Group Analytics in Control Hub (details)
Download and playback call recordings using Control Hub (details)
Summary, action items, and transcript for recorded calls (link1, link2)
When a user plays call recordings on the Webex App, they also get the summary, action item, and transcript from the call. Administrators can manage user's access to summaries, transcript, and action items in a recorded call at the organization level and the user level. This feature applies to Webex call recording provider.
Webex Calling supports MiaREC as a Call Recording Provider (details)
--------------------------------------- Oct 2024 -------------------------------------
PhoneOS 3.2(1) available (for 9800 IPPhones)
Check related release notes for a big list of new PhoneOS features for Webex Calling solution.
See below some highlights:
-Multicast Paging & Multicast Paging with XML Application Support
-Hot Desking sign-in and booking management
-Action button supports for custom services
-ThousandEyes integration
-Custom Device Certificate on 802.1x
PhoneOS 3.2(1) available for 8875 IPPhone
8875 now follows PhoneOS firmware - you can find new features added in latest PhoneOS 3.2(1) release for Webex Calling solution here. See below some highlights:
- User experience enhancements on numerous features (Busy lamp field (BLF), Call forward, Call history, Call park, Call pickup, Conference, Contacts, Do not disturb (DND), Programmable line key, Speed dial, Voicemail, etc.)
-Multicast Paging with XML Application Support
-Hot Desking sign-in and booking management
-Custom Device Certificate on 802.1x
** Important ** Flexibility to Mix and Match EAs
Among other flex 3 enhancements that we announced in beginning of October, we allowed to mix and match EAs(Enterprise Agreements) in a more flexible way. Will expand soon in a community post but in short, this allows you today to quote a solution with x WxC Standard EA users and y WxC Pro EA users as long as total users (x+y) are 250 or more. This is an example of mix and match two WxC EAs but other combinations are also possible (mix and match Meetings EA, onprem Calling, Webex Suite EA, Webex Suite Essentials EA, etc.). Sidenote: Webex Suite/Webex Suite Essentials EAs have some extra rules but will not expand here. Stay tuned for community post on WxC ordering.
** Important ** Webex Calling Standard user license available now in all regions
Webex Calling Standard user license was initially introduced in US/Canada but since beg of Oct, is available in all regions.
This is an second option for users (on top of already existing Webex Calling Professional license).
List of supported features can be found here: Features available by license type for Webex Calling
Webex Calling has a new media point of presence in South Africa
All new locations use this media PoP for customers in South Africa and surrounding countries, improving media quality and latency. This location includes Webex Contact Center allowing for local media for both Calling and Contact Center in southern Africa. For details, see Data Center locations for Webex Calling.
Customer Experience Essentials Public API Support
The Webex Calling API now supports Customer Experience Essentials functionality across call queues, supervisors, and agents. The APIs include support for creating Customer Experience Essentials and call queues, including assigning agents and supervisors.Also, basic call queues are enhanced to support agents and supervisors. For details, see Call Queue and Customer Experience Essentials
MPP Migration support for Cisco IPPhone 7821 v26 hardware
The new hardware version V26 of Cisco IP Phone 7821 is now supported to migrate to a multiplatform phone (MPP). The migration doesn't need any transition firmware load. See reference doc here.
Calling integration with Microsoft Teams news!
a) The app inside microsoft teams that offered calling integration was called ''Webex Calling''. This has been renamed to ''Cisco Call''
b) New feature added : 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
Related community post is updated to reflect above changes:
Cisco Call from Microsoft Teams (updated)
You can also find latest video demo —> Webex Calling for Microsoft Teams demo - October 2024
Detailed Call records webhook for Webex Calling in Partner Hub
We're pleased to announce the availability of detailed call history records via webhook, through Partner Hub. Partners can set up a webhook to collect detailed call history records for all customers, using partner level access for use in business analytics, billing reconciliation or reporting. The format of the records is the exact same as that available to customers through Control Hub.
For more details on how this all works, please see the help documentation for the new feature which contains details on how to set it up, and how to use the API endpoints. The feature includes both a webhook delivery mechanism, and also reconciliation APIs to ensure that every record has been received.

--------------------------------------- Sept 2024 -------------------------------------
Unified CM Music On Hold support for Webex Calling (Opus No.1)
The default Music On Hold for Webex Calling is changed to Opus No.1.
For details, see Configure music-on-hold settings from Control Hub
Music on Hold(MoH) enhancement: Expanded repository size and Playlist support
Webex Calling administrators can create an organization level playlist with multiple media files and assign the file to one or more Webex Calling locations. Also when the calling party resumes the call, the music file doesn’t rewind to the beginning of the playlist. For details, see Configure music-on-hold settings from Control Hub
Webex Calling has a new data center in the United Kingdom (UK)
Related links: Data Center locations for Webex Calling & Dedicated Instance data center locations

--------------------------------------- July-Aug 2024 -------------------------------------
New Webex AI Codec(related community post will follow soon)
Changes to Business texting
Webex is modifying its current Business Texting offer from P2P (Person-to-Person) texting rules to meet A2P (Application-to-Person) requirements. A 10DLC campaign registration is required by United States mobile carriers to enable business to consumer (A2P) messaging . To continue using the business texting service without any disruption, modify your subscription and purchase the Business Texting Add-on available from August 7th 2024 on Cisco Commerce. You must complete the 10DLC Campaign Registration available from August 26th 2024 in the Control Hub. Business Texting will be disabled on any phone numbers by December 1st 2024, if they are not registered on an active campaign.For details, see Enable business texting, Business Texting 10DLC registration FAQ and watch the 10DLC Campaign registration requirements for Webex Calling video.
Service Numbers for Premises-based PSTN (related help article)
Service Numbers are local telephone numbers which are considered high-utilization or high-concurrency. Assign the service numbers to on site services, such as Auto Attendant, Hunt Group, and Group Call Management/Call Queue.
Allow a user to move from one location to another and retain the phone number (related help article)
Customer Experience Essentials: Bounced call policy for agentshelp article
Change agent’s status to unavailable for bounced calls . Using the bounced call policy, you can change the agent’s status to Unavailable when a call presented to them bounces (not answer, not reachable, or not call decline).
Webex Calling supports enabling the Hunt Group busy status help article
This feature allows Hunt group agents to enable group busy status for a Hunt group using a feature access code. The administrator can authorize agents to activate the group busy status.
Provisioning APIs for Emergency Services help article
Allow an end user to generate Activation Codes to onboard MPP device help article
Support for new 9861 and 9871 models and 9800 Series Key-Expansion-Module help article
Launching the Webex Calling Features Card help article
Configurable Agent notifications (for Customer Experience Basic and Essentials) help article

--------------------------------------- June 2024 -------------------------------------
Translation Patterns for outbound calls ( help article and vidcast)
Webex Calling uses translation patterns to manipulate digits before routing a call. Translation patterns are applied to outbound and redirected calls. An administrator can configure translation patterns at organization and location levels. Here are some of the use cases where translation patterns can be used:
Operator Dialing: At each location, if user dials 0 (or any digit), the call will be routed to an on-site operator.
Short Number Dialing: Allows you to dial abbreviated or short numbers instead of full-length telephone numbers. E.g., make a call to IT Help Desk by dialing *88*
General digit translation with wildcards: Allows substitution or translation of specific digit or pattern in a phone number.
Ability to add multiple desk phones to a workspace (help article1, help article2)
This feature enables adding up to five devices for professionally licensed workspaces. In addition, device limits of five will be enforced for professionally licensed users
Webex Calling supports Eleveo as a Call Recording Provider
New ThousandEyes-Webex Calling integration demo in Demotoolbox (partners access only)
Demo the power of Webex and ThousandEyes working together to troubleshoot Webex meetings, devices, and calling using the Control Hub/ThousandEyes integration.

--------------------------------------- May 2024 -------------------------------------
Customer Experience Essentials - supervisor barge and whisper coach functions (inside Webex app) help article
Media Point of Presence in United Arab Emirates help article
Webex Calling with cloud connected PSTN provider in India help article
Webex Calling and ThousandEyes Endpoint Agent integration help article
Webex Calling introduces built-in Call Recording help article
Webex Calling with cloud connected PSTN provider in India help article
Extension Length support of upto 10 digits help article
Administrator managed policy for user phone status, call pickup and barge-in help article
Customer Experience Basic and Essentials : Agents in the Wrapping Up status won't receive call queue calls link1 link2

--------------------------------------- March / April 2024 -------------------------------------
Admin ability to manage end user access to call settings help article
Introducing the PSTN provider indication in Webex Calling Detailed Call History report help article
Configure Call Pickup notifications in Webex App and MPP devices for Call Pickup groups help article
Allow a user to move from one location to another and retain the phone number help article
Promote workspace license to Professional license capability help article
important one since it allows you to get more features from common area devices without need for user assignment
Support for new Standard license for Webex Calling (US only) help article
Assign workspace license to a specific subscription help article
Important: New Customer Experience Essentials option - for more details check below community post:
Webex Calling - unique Customer Experience Basic and Essential options (new)

--------------------------------------- Feb 2024 -------------------------------------
Configure Call Pickup notifications in Webex App and MPP devices for Call Pickup groups help article
Caller ID Number Selection help article
Support Cisco Voice Gateway VG410 ATA in Webex Calling help article

--------------------------------------- Dec 2023 / Jan 2024 -------------------------------------
Launching the Webex Attendant Console help article plus Webex Receptionist Client Support FAQ
Support Line Assignments on MPP KEMs  help article

--------------------------------------- Oct /Nov 2023 -------------------------------------
Legal Hold & eDiscovery for Webex Calling help article plus here and here
Cisco Calling Plans offers Inbound Toll-Free service help article
Support for bulk updates of Calling schedules help article
Unified Communications Manager to Webex Calling Migration Tool Enhancements help article
Webex Go with AT&T article
Enforce Outside Access Code for PSTN calls help article
Webex Events API support for Webex Calling CDRs help article
Busy Lamp Field (BLF) Call Pickup Notification on the Webex App help article
Additional feature support for Location Administrator help article
plus WebexOne (Oct2023) - top innovations related to Webex Callin g (new)

---------------------------------------Sept 2023 -------------------------------------
All the call settings in Calling User Portal are available in User Hub (the new end-user portal) help article
Webex Calling Site Survivability and Local Gateway collocation help article & video
Support for Music On Hold at the user level help article

--------------------------------------- July/Aug 2023 -------------------------------------
Webex Calling location admin help article
Play "Compliance Announcements" for Call Recording help article
Call Transfer and Visual Voicemail in Webex Calling for Chrome help article
Call Recording on Virtual Lines help article
Webex Provisioning API enhancemets (Device activation, device config line templates) help article

--------------------------------------- May/June 2023 -------------------------------------
Hot-desking support for MPP Phones (sign with QR code) help article
Callcabinet support added as additional recording vendor help article
Anti-Spam for Webex Calling - Block call (User Block) help article
Support for Announcement Repository help article
Assign location-specific admins for Webex Calling services help article
Webex Calling media quality insights for administrators help article
Admin can view agents dashboards for call queues & change agent status(join/unjoin) help article

--------------------------------------- April2023 --------------------------------------
CST, (Collab Specialist Training) 13th of April - Webex Calling Update  Update  (partners only) (recording & presentation)
topics covered: Site Survivability, Cert-based LGW, Virtual & Shared lines, Group Call Management
Ability to restore Webex Calling sub (if deleted/canceled on error) help article
Imagicle added as additional Webex Calling recording vendor help article
You can now access the Webex Calling APIs using Service Apps help article

--------------------------------------- March2023 --------------------------------------
Multi line support in Webex Calling using virtual lines help article
Hot desking on MPP 8875 Phone help article
Webex Calling for Chrome (General Availability) help article
Shared lines and virtual lines across locations help article
PIW (Partner Interactive Webinar) 7th of March - Webex Calling for Microsoft Teams (recording & presentation)

--------------------------------------- Feb2023 --------------------------------------
PIW Tech - IOS XE update - Leverage your network infra to strengthen your collaboration deployments (23 Feb 2023)
(Talks about WxC survivability with IOS-XE router & Control Hub management. Recording will be posted here)
Site Survivability for Webex Calling is now Generally Available (GA) help article
Webex Calling Power-Up #38 on ''Customer Managed Devices'' (for partners) 14 Feb 2022

--------------------------------------- Jan 2023 --------------------------------------
Add 3rd-party customer-managed SIP devices (Generic SIP Phone and Generic SIP Gateway) help article
Webex app - support for multiple lines help article
Webex app - shared line appearance help article
Validate Cisco Local Gateway Configuration through Control Hub help article
Anti-Spam mitigation: Block Inbound Calls// posted in What's new page (27 Jan 2023) and help article
Webex Gateway Management through Control Hub// posted in What's new page (23 Jan 2023)

--------------------------------------- Dec 2022 --------------------------------------
Ribbon SBC support for Webex Calling Local Gateway // posted in What's new page (16 Dec 2022)
Support for customized line labels for WxC Devices and Webex app // posted in What's new page (16 Dec 2022)
AudioCodes SBC support for Webex Calling Local Gateway // posted in What's new page (5 Dec 2022)
WxC Market Expansion (Lebanon, Monaco, Mauritius)  // posted in What's new page (2 Dec 2022)
Webex Calling for Chrome (Preview)  // posted in What's new page (6 Dec 2022)
Provisioning API Enhancements—Move numbers across locations // posted in What's new page (2 Dec 2022)

--------------------------------------- Oct/Nov 2022 --------------------------------------
Webex GO is now available in UK // posted in What's new page (29 Nov 2022)
VG420 devices support with Webex Calling // posted in What's new page (3 Nov 2022)
Support Cisco MPP 8875 on Webex Calling // posted in What's new page (31 Oct 2022)
Oracle SBC support for Webex Calling Local Gateway // posted in What's new page (28 Oct 2022)
Native Webex Calling registration for Webex video devices // posted in What's new page (26 Oct 2022)
Webex Calling call queue analytics and reports are now available // posted in What's new page (18 Oct 2022)
Device search now returns Common Area devices // presented in WxC TOI Nov 2022
Org contacts lookup from Webex app // presented in WxC TOI Nov 2022
Voicemail with MSFT integration // presented in WxC TOI Nov2022
Noise removal for external calls (mobile) // presented in WxC TOI Nov2022
Group call management GA(General Availability)// for more details on Group call Management --> here
--------------------------------------- ------------------------------------------------
Please rate if you find helpful.
Index of all my collab community posts -->  Looking for info on Cisco Collab solutions ?

Recent community posts on Webex Calling:
Top reasons that make Webex Calling the right choice (new)
Webex Calling Top Resources
Webex Calling - unique Customer Experience Basic and Essential options
Why move to Webex Calling? (for existing onprem CUCM customers) (ppt)
Cisco Call from Microsoft Teams (updated)
Leverage the power of Webex app - callerid screenpop use case
Webex Calling LGW(Local Gateway)-DNA Essentials or Advantage
Webex Calling training for customers (admin and user users)
Calculate Webex Calling licenses from CUCM license usage(new)
Webex Calling licensing - overview(new)
Webex Control Hub Updates & Migrations tools - quick overview (new)
Checking ENT to MPP Phone migration eligibility in Webex Control Hub(new)
Migrate Enterprise Phones to MPP firmware - CH tool quick overview (new)
Migrate calling from UCM to Webex Calling - CH tool quick overview (new)

thanks!
Alkiviadis