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Duplicated call with Webex hybrid calls

dgonzalez1
Level 1
Level 1

Hello, we are experiencing an issue where there are different workspaces with devices assigned to them (mostly Cisco Room Bar), and they are configured with hybrid calling. When a user selects a contact from the directory and make a call the called user (using Webex App) receives two calls, one purely Webex and another through Expressway --> CUCM. If I disable hybrid calling just one call is received through Webex, The problem is that the customer needs the other path in case the user needs to mae calls to the PSTN from the workspace. I'm working with Cisco but they say it is the normal behaviour. But I don't thing it could be normal that an user receives a duplicated call. Besides, it seems not to have happened always like this.

Does anybody know why this happens and how to avoid it without limiting the path through CUCM when the need it?

Thank you.

3 Replies 3

vishalbhandari
Spotlight
Spotlight

@dgonzalez1 This issue happens because hybrid calling routes the call through both Webex and Expressway/CUCM simultaneously, causing the recipient to receive two calls—one purely Webex and one via CUCM. This behavior is expected in a hybrid setup where both call paths are active, but it may not have always been this way due to past configuration differences or updates in Webex behavior.

To avoid duplicate calls without disabling the CUCM path entirely, check if call routing policies in Webex Control Hub and CUCM can be adjusted to prevent overlapping call routing for internal calls. One approach could be to configure dialing rules or route patterns to prioritize Webex for internal directory calls while keeping CUCM for PSTN calls. You may also explore Workspace settings to see if there’s a way to differentiate how calls are routed for Room Bars.

If Cisco TAC confirms this as normal behavior, ask them if there are recent updates or known workarounds to optimize call routing in hybrid environments.

dgonzalez1
Level 1
Level 1

Yes, it's as you say. The called receives to calls, one says "CAll in webex" and the other shows the uri of the caller.

Ok, thank you, I understand your point.

Jonathan Schulenberg
Hall of Fame
Hall of Fame

I'm struggling to follow. Is this rewording accurate: a user selects and calls a contact on the Room Navigator of the Room Bar that is cloud-registered and configured for legacy Hybrid Calling. The Room Bar shows a single outgoing call ringing. The called party receives two calls simultaneously from that Room Bar on their Webex app, only one of which you see in Expressway?

PS- It's worth mentioning that Hybrid Calling is a dead architecture and has been replaced by Webex Edge for Devices for CUCM customers and Webex Calling for everyone else. You'll want to move away from it at some point, although admittedly Cisco could improve the ease of migration.