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Integrations · guide

Webex Calling with Genesys Cloud CX

Webex Calling to Genesys Cloud CX

Verified 2026-09-25 · 68 sources · tier 2–5

For voice engineers who administer a Webex Calling organization in Control Hub and a Genesys Cloud organization's telephony, and who can configure the Local Gateway SBC if one is used..

A Webex Calling trunk terminates on a supported session border controller acting as a Local Gateway to interconnect with a PBX or PSTN 65. BYOC Cloud defines SIP trunks between the Genesys Cloud Edge and Media Tier and third parties over the public Internet 2.

Before you start

Webex Calling configures PSTN connectivity per location 62. Genesys Cloud offers three telephony connection options: Genesys Cloud Voice, BYOC Cloud, and BYOC Premises 11. Webex for Government does not support third-party SBCs as a Local Gateway 17.

What changes by situation

Pick your answers to see only your path. Nothing is sent anywhere until you make a plan.

How do calls cross between Webex Calling and Genesys Cloud?
What do Genesys agents use to talk?

Two questions. One permanent page you can send to your manager.

Step 1 Record network facts and regional settings

Do

Record the PSTN connection type for each participating Webex Calling location 62. Note the Genesys Cloud telephony connection option in use and your Genesys hosting region, referencing the regional BYOC SIP DNS SRV names published by Genesys 11​6. Confirm that any SBC planned for Local Gateway in Webex for Government is Cisco hardware 17.

Verify

Suggested check: verify that each location, hosting region, and target user DID is listed.

Rollback

Suggested rollback: clear the recorded inventory notes.

Step 2 Establish the Genesys Cloud site

Do

Open Genesys Cloud and select or create a site with Cloud set as the media model 42. Configure this site to host the number plans and outbound routes needed for traffic routing 23.

Verify

Confirm that the site displays Cloud as its media model 42.

Rollback

Suggested rollback: remove the newly created site if no dependencies exist.

Step 3 Configure Webex Calling trunking

Private SIP interconnect: a Webex Calling Local Gateway trunked to a Genesys BYOC Cloud BYOC PBX trunk

Do

Navigate in Control Hub to Services > Calling > Call Routing > Trunk to create a trunk 57. Select a registration-based trunk or a certificate-based trunk using an SBC listed in the Control Hub device-type list 64​67. Optionally add the trunk to a route group with up to 10 prioritized trunks 63. On the Cisco IOS XE Local Gateway, configure a voice class tenant, voice class URI, and dial-peer groups to serve the Webex leg using SIP TLS and SRTP 16​19.

Verify

Execute show voice class tenant and show sip-ua register status on the gateway CLI to confirm operational status and registration 21.

Rollback

Delete the trunk from its Actions menu in Control Hub once no calls or routes reference it 66.

Over the public telephone network: each platform keeps its own PSTN service and dials the other's DIDs

Do

Confirm that each Webex Calling location has active PSTN connectivity assigned 62.

Verify

Suggested check: call a DID from an external line to verify incoming call delivery.

Rollback

Suggested rollback: leave existing PSTN location routing intact.

Step 4 Configure the Genesys external trunk

Private SIP interconnect: a Webex Calling Local Gateway trunked to a Genesys BYOC Cloud BYOC PBX trunk

Do

In Genesys Cloud, create a BYOC Cloud trunk of type BYOC PBX, which offers a single subtype 5​15. Enter the Local Gateway IP or FQDN and port under SIP Servers or Proxies 41. Restrict SIP Access Control to the specific IP or CIDR of the Local Gateway, avoiding unrestricted access 1​40. Configure preferred codecs selecting among g722, g729, PCMA, PCMU, and opus 50. Configure the gateway's Genesys leg for TLS 1.2 to port 5061 using a certificate from a Genesys-approved public CA 47​46. Note that BYOC Cloud supports one-way server TLS rather than mutual TLS 45, and WarmTransfer's reading of the sources is that the Local Gateway runs two separate TLS legs 51. Set ACLs and firewalls to allow Genesys regional SIP and media addresses, recognizing that media IPs differ from signaling IPs 3​8. In the field, practitioners report loading the full certificate chain, binding the trustpoint under sip-ua, and pointing outbound dial-peers at the trunk's Inbound SIP Termination Identifier DNS target 12​44. In the field, practitioners reported CUBE TLS toward Genesys BYOC Cloud failing on IOS XE 17.3.x and earlier due to cipher support, resolved by upgrading 13. Under SIP Access Control on the trunk, keep PBX Passthrough disabled unless Webex users must route outbound PSTN traffic across Genesys Cloud 28​31.

Verify

Check that the BYOC PBX trunk reports an in-service state in Genesys Cloud, noting that Genesys BYOC public SIP IP addresses do not respond to ICMP ping 4.

Rollback

Suggested rollback: disable and delete the external trunk and remove associated gateway dial-peers.

Over the public telephone network: each platform keeps its own PSTN service and dials the other's DIDs

Do

Retain the existing Genesys Cloud Voice or BYOC Carrier external trunk 11. Do not enable PBX passthrough on carrier trunks, as passthrough between carrier trunks is unsupported and presents a risk of toll fraud 29​30.

Verify

Suggested check: verify that outbound PSTN calls function over the carrier trunk.

Rollback

Suggested rollback: revert any modifications made to the carrier trunk.

Step 5 Route Genesys outbound calls to Webex numbers

Private SIP interconnect: a Webex Calling Local Gateway trunked to a Genesys BYOC Cloud BYOC PBX trunk

Do

In Genesys Cloud, add a number plan on the site using an E.164 Number List or Regular Expression matching Webex numbers, assigned to a new classification 24. Position the plan ahead of broader rules, as number plans evaluate from top to bottom 25. Under the site's Outbound Routes tab, create an enabled outbound route mapping that classification to the BYOC PBX trunk 27. If multiple trunks are used, select Sequential or Random distribution 26. On the Local Gateway, bind the inbound Genesys dial-peer to hand matching calls to the Webex dial-peer group 16.

Verify

Suggested check: place a call to a target user DID and confirm traffic traverses the designated interconnect trunk.

Rollback

Disable the outbound route and delete the custom number plan, returning routing to the default outbound routes 14.

Over the public telephone network: each platform keeps its own PSTN service and dials the other's DIDs

Do

Use the default outbound routes that Genesys Cloud generates automatically 14.

Verify

Suggested check: dial a target user DID to verify PSTN call delivery.

Rollback

Suggested rollback: restore default outbound route assignments if changed.

Step 6 Route Webex calls into Genesys Cloud

Private SIP interconnect: a Webex Calling Local Gateway trunked to a Genesys BYOC Cloud BYOC PBX trunk

Do

In Genesys Cloud, map contact center DIDs to call routes, which assign up to 4500 inbound numbers to a routing flow 7​9. In Webex Control Hub, create dial plans matching the Genesys numbers to route them to the Local Gateway trunk or route group 59. If callers should dial short extensions, enable Calls to On-Premises Extensions on the location 61.

Verify

Run the Verify Call Routing tool in Control Hub to test routing evaluation for the Genesys DID 68. Suggested check: place a test call into the inbound call flow.

Rollback

Remove the dial plan patterns or dial plan in Control Hub 59.

Over the public telephone network: each platform keeps its own PSTN service and dials the other's DIDs

Do

In Genesys Cloud, assign the inbound contact center DIDs to call routes that target an inbound call flow 7.

Verify

Suggested check: dial the inbound DID to confirm it enters the flow.

Rollback

Remove the assigned DIDs from the Genesys call route 7.

Step 7 Provision agent endpoints

The agent's existing Webex Calling phone or app, registered in Genesys as a remote phone + Private SIP interconnect: a Webex Calling Local Gateway trunked to a Genesys BYOC Cloud BYOC PBX trunk

Do

Under Phone Management on the site, create remote phone base settings and configure a remote phone for the agent 36. Enter the agent's Webex DID in E.164 format in the Remote Address field 36. WarmTransfer's reading of the sources is that calls to this address will traverse the outbound route configured for the Local Gateway trunk 37. Enable persistent connection, noting that remote phones do not support auto answer 34.

Verify

Suggested check: place an ACD test call to the agent and confirm audio flows over the designated device.

Rollback

Suggested rollback: delete the remote phone configuration in Phone Management.

The Genesys Cloud WebRTC phone in the browser + Private SIP interconnect: a Webex Calling Local Gateway trunked to a Genesys BYOC Cloud BYOC PBX trunk

Do

In Genesys Cloud Phone Management, create base settings with Genesys Cloud WebRTC Phone selected as the make and model 54. Create a WebRTC phone assigned to the site and agent, ensuring only one WebRTC phone is assigned per user 54​55.

Verify

Suggested check: verify the agent can log in and process calls on the browser-based WebRTC phone.

Rollback

Suggested rollback: remove the WebRTC phone from the agent's user profile.

The agent's existing Webex Calling phone or app, registered in Genesys as a remote phone + Over the public telephone network: each platform keeps its own PSTN service and dials the other's DIDs

Do

Create remote base settings and a remote phone under Phone Management, entering the agent's Webex E.164 DID as the Remote Address 36. WarmTransfer's reading of the sources is that outbound agent legs will route across the PSTN via default routes 37. Turn on persistent connection, acknowledging that remote phones cannot use auto answer 34.

Verify

Suggested check: verify the agent receives test ACD calls via PSTN on their designated device.

Rollback

Suggested rollback: delete the remote phone from the site.

The Genesys Cloud WebRTC phone in the browser + Over the public telephone network: each platform keeps its own PSTN service and dials the other's DIDs

Do

Create base settings using Genesys Cloud WebRTC Phone as make and model, then add the agent's WebRTC phone under the site, keeping the one-phone-per-user limit 54​55.

Verify

Suggested check: place a test call to the agent to confirm audio operates on the WebRTC phone.

Rollback

Suggested rollback: delete the WebRTC phone assignment.

Step 8 Enable call transfers to Webex Calling

Private SIP interconnect: a Webex Calling Local Gateway trunked to a Genesys BYOC Cloud BYOC PBX trunk

Do

Grant agents the Conversation > Communication > blindTransfer and consultTransfer permissions 48. Instruct agents to transfer calls to Webex users as numbers or external contacts 49. If using Architect Transfer to Number actions, you may enable Release Link Transfer on the BYOC PBX trunk to use outbound SIP REFER, provided inbound calls arrive on that same trunk and TCP Connection Timeout is not configured 33​39. If Webex users must transfer calls away from agents, enable Take Back and Transfer to permit inbound SIP REFER 43.

Verify

Suggested check: complete a consult transfer to a target user and verify connected audio.

Rollback

Suggested rollback: disable Release Link Transfer and Take Back and Transfer on the trunk.

Over the public telephone network: each platform keeps its own PSTN service and dials the other's DIDs

Do

Assign the blindTransfer and consultTransfer permissions to agents 48. Instruct agents to execute transfers by entering the recipient's external PSTN number 49.

Verify

Suggested check: perform a test consult transfer to a destination DID across the PSTN.

Rollback

Suggested rollback: revoke transfer permissions from the agent role.

Step 9 Establish presence integration limits

Do

Inform operations that Webex user presence does not appear natively in Genesys Cloud, as the Genesys UC tools integrations list covers 8x8, Microsoft Teams, and Zoom Phone, excluding Webex 52. WarmTransfer's reading of the sources is that no native presence synchronization exists between Genesys Cloud and Webex Calling without custom development 22. Note that supported UC integrations also require BYOC SIP connectivity for voice paths 53.

Verify

Suggested check: confirm directory search for external targets uses external contact entries or numbers without expecting live presence indicators.

Rollback

Suggested rollback: no configuration to revert.

Step 10 Run end-to-end call testing and diagnostics

Do

Execute test scenarios through the Genesys Cloud call simulator 10. In Webex Control Hub, run Verify Call Routing to evaluate dialing policies and patterns 68. If caller ID display is inconsistent across the Local Gateway, adjust the Dual Identity Support setting on the Webex trunk 60. If escalating to Genesys support, supply the trunk name, call timestamps, dialed numbers, and packet captures 10.

Verify

Suggested check: verify two-way audio and correct caller ID on incoming flow, queue-to-agent, and transfer calls.

Rollback

Suggested rollback: no testing artifacts require removal.

Applicability

Applies to: Genesys Cloud CX, Cisco CUBE with Genesys BYOC Cloud, Cisco Webex Calling Local Gateway (IOS XE), Cisco Webex Calling for Government, Cisco Webex Calling Local Gateway, and Cisco Webex Calling. Deployments: multi-tenant and premises. Sources checked 2026-09-25. Webex for Government does not support third-party SBCs as a Local Gateway 17. Cisco IOS XE Local Gateway documentation covers PSTN and Unified CM topologies and does not document a Genesys Cloud leg 20. WarmTransfer's reading of the sources is that configuring a Local Gateway toward Genesys BYOC Cloud applies the PSTN model by analogy 18. In the field, CUBE TLS to Genesys BYOC Cloud failed on Cisco IOS XE 17.3.x and earlier due to cipher limitations 13.

See also Connecting Unified CM to Genesys Cloud CX and Microsoft Teams with Genesys Cloud CX.

What remains uncertain

Whether Webex Calling accepts trunk-originated calls to numbers in locations that use Cisco Calling Plan or Cloud Connected PSTN is not covered by the sources below. Building a presence synchronization engine using Webex and Genesys APIs is not covered by the sources below. Exact Cisco IOS XE dial-peer configurations for a direct Genesys BYOC leg are not covered by the sources below. Emergency calling routing and cross-platform call recording for remote Webex phone agents are not covered by the sources below.

See also

Related to

Sources

  1. 1
    Genesys documents that allowing all addresses in a trunk's SIP access control is a security risk.
    External trunk settings · External trunk settings > SIP Access Control · Checked 2026-09-25
  2. 2
    BYOC Cloud defines SIP trunks between the Genesys Cloud AWS-based Edge and Media Tier and third-party carriers over the public Internet.
    About BYOC Cloud · About BYOC Cloud > opening paragraph · Checked 2026-09-25
  3. 3
    The far end of a BYOC Cloud trunk must allowlist the Genesys Cloud public SIP addresses published for the organization's region, and SDP media addresses differ from the signaling addresses.
    BYOC Cloud public SIP IP addresses · BYOC Cloud public SIP IP addresses > introduction and notes · Checked 2026-09-25
  4. 4
    The Genesys BYOC Cloud public SIP IP addresses do not respond to ICMP ping.
    BYOC Cloud public SIP IP addresses · BYOC Cloud public SIP IP addresses > notes · Checked 2026-09-25
  5. 5
    When creating a BYOC Cloud trunk the administrator chooses BYOC Carrier or BYOC PBX; BYOC Carrier has Generic, Verizon and WhatsApp Business Calling subtypes while BYOC PBX has only one subtype.
    Create a trunk under BYOC Cloud · Create a trunk under BYOC Cloud > type selection step · Checked 2026-09-25
  6. 6
    Genesys publishes per-region BYOC SIP DNS SRV names, for example byoc.use1.genesys.cloud for US East, and legacy and newer domain names both remain functional.
    BYOC Cloud public SIP IP addresses · BYOC Cloud public SIP IP addresses > US East (use1) table · Checked 2026-09-25
  7. 7
    A Genesys Cloud call route associates up to 4500 inbound numbers with a single call flow or with schedule-based open and closed flows.
    Add a call route · Add a call route > inbound numbers and routing flow · Checked 2026-09-25
  8. 8
    The Genesys BYOC Cloud checklist requires access control lists on both the Genesys Cloud and far-end sides and firewall rules permitting SIP and media.
    BYOC Cloud configuration checklist · BYOC Cloud configuration checklist > items 5 and 6 · Checked 2026-09-25
  9. 9
    The Genesys BYOC Cloud configuration checklist requires updating the number plan, creating an outbound route to the new trunk, and assigning DIDs to users and call routes.
    BYOC Cloud configuration checklist · BYOC Cloud configuration checklist > items 7 to 9 · Checked 2026-09-25
  10. 10
    The Genesys BYOC Cloud checklist ends by testing with the Genesys Cloud call simulator and, if problems persist, opening a support case with the trunk name, test call details and packet captures.
    BYOC Cloud configuration checklist · BYOC Cloud configuration checklist > items 11 and 12 · Checked 2026-09-25
  11. 11
    Genesys Cloud offers three telephony connection options: Genesys Cloud Voice, BYOC Cloud and BYOC Premises.
    Get started with telephony · Get started with telephony > telephony connection options · Checked 2026-09-25
  12. 12
    Practitioners fixing CUBE to Genesys BYOC TLS reported loading the full certificate chain, binding the trustpoint under sip-ua and pointing outbound dial-peers at the trunk's Inbound SIP Termination Identifier DNS target.field report
    BYOC Cloud with Cisco CUBE SBC · Thread reply 2024-10-18 (original poster summary) · Checked 2026-09-25
  13. 13
    Practitioners reported Cisco CUBE TLS toward Genesys BYOC Cloud failing on IOS XE 17.3.x and earlier because of cipher support, resolved by upgrading.field report
    BYOC Cloud with Cisco CUBE SBC · Thread replies 2021-06-02 and 2024-10-18 · Checked 2026-09-25
  14. 14
    Genesys Cloud automatically creates default outbound routes.
    Create an outbound route · Create an outbound route > note · Checked 2026-09-25
  15. 15
    Genesys Cloud external trunks come in BYOC Carrier and BYOC PBX types for a BYOC Cloud connection and an External SIP type for a BYOC Premises connection.
    About trunks · About trunks > opening description of external trunks · Checked 2026-09-25
  16. 16
    The IOS XE Local Gateway configuration uses voice class tenants for trunk-specific settings, voice class URI to select inbound dial-peers and dial-peer groups to pick outbound dial-peers.
    Configure Local Gateway on Cisco IOS XE for Webex Calling · Configure Local Gateway on Cisco IOS XE > routing concepts · Checked 2026-09-25
  17. 17
    Webex for Government does not currently support any third-party SBCs as Local Gateway.
    Configure Local Gateway on Cisco IOS XE for Webex Calling · Configure Local Gateway on Cisco IOS XE > third-party SBC note · Checked 2026-09-25
  18. 18
    Pointing a Local Gateway at Genesys BYOC Cloud means building a third-party SIP leg by analogy to the documented PSTN leg, with its own tenant, URI match and dial-peer group, which Cisco does not validate.inferred
    Configure Local Gateway on Cisco IOS XE for Webex Calling · Configure Local Gateway on Cisco IOS XE > deployment topologies and routing concepts · Checked 2026-09-25
  19. 19
    The trunk between a Cisco IOS XE Local Gateway and Webex Calling uses SIP over TLS and SRTP media.
    Configure Local Gateway on Cisco IOS XE for Webex Calling · Configure Local Gateway on Cisco IOS XE > overview security statement · Checked 2026-09-25
  20. 20
    Cisco's IOS XE Local Gateway guide documents two topologies, Local Gateway with PSTN and Local Gateway with on-premises Unified CM, and does not document a Genesys Cloud leg.
    Configure Local Gateway on Cisco IOS XE for Webex Calling · Configure Local Gateway on Cisco IOS XE > deployment topologies · Checked 2026-09-25
  21. 21
    Cisco lists show sip-ua register status and show voice class tenant among the commands for verifying a Local Gateway.
    Configure Local Gateway on Cisco IOS XE for Webex Calling · Configure Local Gateway on Cisco IOS XE > verification · Checked 2026-09-25
  22. 22
    No Genesys-documented presence synchronization exists between Genesys Cloud and Webex Calling, so Webex user presence will not appear in Genesys Cloud without a custom or third-party build.inferred
    About the Unified Communication tools integrations · About the Unified Communication tools integrations > named platforms · Checked 2026-09-25
  23. 23
    A Genesys Cloud site's number plan associates types of dialed numbers with classifications, and an outbound route associates classifications with specific external trunks.
    Sites overview · Sites overview > number plans and outbound routes · Checked 2026-09-25
  24. 24
    Genesys Cloud number plan match types are Digit Length, E.164 Number List, Inter-Country, Intra-Country Number List and Regular Expression, and an administrator can select an existing classification or type a new one.
    Add a number plan · Add a number plan > match type and classification steps · Checked 2026-09-25
  25. 25
    Genesys Cloud processes a site's number plans from top to bottom and administrators reorder them by drag and drop.
    Add a number plan · Add a number plan > ordering note · Checked 2026-09-25
  26. 26
    An outbound route with several trunks distributes calls Sequentially, moving to the next trunk when the first reaches capacity, or Randomly across the trunks.
    Create an outbound route · Create an outbound route > Distribution Pattern · Checked 2026-09-25
  27. 27
    A Genesys Cloud outbound route is created on the site's Outbound Routes tab with a name, a classification, one or more external trunks and an enabled State.
    Create an outbound route · Create an outbound route > procedure · Checked 2026-09-25
  28. 28
    PBX Passthrough is enabled under SIP Access Control on the trunk, reached from Menu > Digital and Telephony > Telephony > Trunks > External Trunks.
    Configure PBX passthrough for a BYOC or External SIP trunk · Configure PBX passthrough > procedure · Checked 2026-09-25
  29. 29
    PBX passthrough requires the inbound or the outbound trunk to be a PBX trunk; passthrough between two carrier trunks is not supported.
    Configure PBX passthrough for a BYOC or External SIP trunk · Configure PBX passthrough > requirements · Checked 2026-09-25
  30. 30
    Genesys warns not to enable PBX passthrough on external trunks that connect to carriers because it exposes the organization to toll fraud.
    Configure PBX passthrough for a BYOC or External SIP trunk · Configure PBX passthrough > warning · Checked 2026-09-25
  31. 31
    The PBX Passthrough setting on a BYOC PBX trunk lets the PBX pass calls intended for the PSTN through Genesys Cloud, routed by the site's number plan and outbound routes when the destination is not a Genesys Cloud user, station or IVR flow.
    Configure PBX passthrough for a BYOC or External SIP trunk · Configure PBX passthrough > overview · Checked 2026-09-25
  32. 32
    Genesys Cloud supports browser-based WebRTC phones and SIP phones, the latter including managed Poly and AudioCodes phones plus unmanaged phones and remote phones.
    Get started with telephony · Get started with telephony > phones section · Checked 2026-09-25
  33. 34
    Genesys Cloud remote phones support the persistent connection feature but do not support auto answer.
    Create a remote phone · Create a remote phone > persistent connection note · Checked 2026-09-25
  34. 35
    Genesys notes that a call to a number configured as a remote phone may not connect if the number is not assigned to a Genesys Cloud user profile.
    Create a remote phone · Create a remote phone > notes · Checked 2026-09-25
  35. 36
    A Genesys Cloud remote phone is created under Phone Management with remote base settings and a site, and its Remote Address is a SIP address or an E.164 phone number.
    Create a remote phone · Create a remote phone > procedure · Checked 2026-09-25
  36. 37
    A call Genesys Cloud places to a remote phone's E.164 address is expected to leave through whichever outbound route matches that number, so the number plan decides whether it reaches a Webex user over the Local Gateway trunk or over the PSTN.inferred
    Sites overview · Sites overview > number plans and outbound routes; combined with Create a remote phone > Remote Address · Checked 2026-09-25
  37. 38
    Genesys notes that a remote-phone user in a group ring must answer with a verbal response to avoid being disconnected.
    Create a remote phone · Create a remote phone > notes · Checked 2026-09-25
  38. 39
    For Release Link Transfer the inbound call must arrive on the same trunk on which the outbound transfer is requested, and the setting cannot be combined with TCP Connection Timeout.
    External trunk settings · External trunk settings > Release Link Transfer notes · Checked 2026-09-25
  39. 40
    A BYOC Cloud trunk's SIP Access Control is a list of IP or CIDR addresses permitted to send SIP to the trunk.
    Create a trunk under BYOC Cloud · Create a trunk under BYOC Cloud > SIP Access Control · Checked 2026-09-25
  40. 41
    On a BYOC Cloud trunk the outbound destination is set by entering the far end's hostname or IP address and port under SIP Servers or Proxies.
    Create a trunk under BYOC Cloud · Create a trunk under BYOC Cloud > outbound SIP settings > SIP Servers or Proxies · Checked 2026-09-25
  41. 42
    A Genesys Cloud site is the entity that holds call routing rules, and organizations on BYOC Cloud or Genesys Cloud Voice select Cloud as the site's media model.
    Sites overview · Sites overview > definition and media model · Checked 2026-09-25
  42. 43
    The Take Back and Transfer trunk setting enables the inbound SIP REFER method so the external party can transfer an active call with a Genesys Cloud agent to another external party.
    External trunk settings · External trunk settings > Take Back and Transfer · Checked 2026-09-25
  43. 44
    A BYOC Cloud trunk's Inbound SIP Termination Identifier is a regionally unique identifier that directs traffic from the external party to the Genesys Cloud organization.
    Create a trunk under BYOC Cloud · Create a trunk under BYOC Cloud > Inbound SIP Termination Identifier · Checked 2026-09-25
  44. 45
    BYOC Cloud TLS connections use one-way server-side TLS and mutual TLS is not supported.
    TLS trunk transport protocol specification for BYOC Cloud · TLS trunk transport protocol specification > connection model · Checked 2026-09-25
  45. 46
    Remote endpoints receiving SIP TLS from BYOC Cloud must present an X.509 certificate signed by one of the public certificate authorities Genesys lists.
    TLS trunk transport protocol specification for BYOC Cloud · TLS trunk transport protocol specification > certificate authorities · Checked 2026-09-25
  46. 47
    BYOC Cloud supports TLS 1.2 endpoints and its TLS listeners are on port 5061.
    TLS trunk transport protocol specification for BYOC Cloud · TLS trunk transport protocol specification > TLS version and port · Checked 2026-09-25
  47. 48
    Agent transfers require the Conversation > Communication > blindTransfer and consultTransfer permissions, with target-specific variants for agents, external contacts and queues.
    Transfer voice interactions · Transfer voice interactions > prerequisites · Checked 2026-09-25
  48. 49
    Genesys Cloud agents can blind transfer a call without speaking to the recipient or consult transfer after speaking to them, to a person, number, external contact or queue.
    Transfer voice interactions · Transfer voice interactions > blind transfer and consult transfer · Checked 2026-09-25
  49. 50
    Genesys Cloud external trunk preferred codec options are g722, g729, PCMA, PCMU and opus.
    External trunk settings · External trunk settings > Media > Preferred Codec List · Checked 2026-09-25
  50. 51
    With a Local Gateway between the platforms, the SBC runs two independent TLS legs: one toward Webex Calling under Cisco's certificate rules and one toward Genesys BYOC Cloud where mutual TLS is not supported.inferred
    TLS trunk transport protocol specification for BYOC Cloud · TLS trunk transport protocol specification > connection model; with Cisco n0xb944 certificate-based trunk section · Checked 2026-09-25
  51. 52
    The Genesys Cloud Unified Communication tools integrations page names 8x8, Microsoft Teams and Zoom Phone and does not name Cisco Webex or Webex Calling.
    About the Unified Communication tools integrations · About the Unified Communication tools integrations > page body · Checked 2026-09-25
  52. 53
    Genesys's UCC third-party integration use case, which names Microsoft Teams and Zoom, requires SIP connectivity between Genesys Cloud CX and the external platform through BYOC Cloud or BYOC Premises.
    Genesys UCC Third-Party Integration · Genesys UCC Third-Party Integration > requirements and business flow · Checked 2026-09-25
  53. 54
    A Genesys Cloud WebRTC phone is configured by creating base settings with Genesys Cloud WebRTC Phone as make and model, then a phone with a site and an assigned person.
    Configure the Genesys Cloud WebRTC phone · Configure the Genesys Cloud WebRTC phone > base settings and phone steps · Checked 2026-09-25
  54. 55
    Only one Genesys Cloud WebRTC phone can be created per user.
    Configure the Genesys Cloud WebRTC phone · Configure the Genesys Cloud WebRTC phone > note · Checked 2026-09-25
  55. 56
    When the organization uses BYOC Cloud or Genesys Cloud Voice, the WebRTC phone's site should be the organization's own site rather than PureCloud Voice - AWS.
    Configure the Genesys Cloud WebRTC phone · Configure the Genesys Cloud WebRTC phone > Site step · Checked 2026-09-25
  56. 57
    A Webex Calling trunk is added in Control Hub under Services > Calling > Call Routing > Trunk with a location, trunk type and, for certificate-based trunks, a device type.
    Configure trunks, route groups, and dial plans for Webex Calling · Configure trunks, route groups, and dial plans > Create a trunk · Checked 2026-09-25
  57. 58
    A Webex Calling certificate-based trunk uses mutual TLS and its certificate must carry the SBC FQDN as common name or subject alternative name.
    Configure trunks, route groups, and dial plans for Webex Calling · Configure trunks, route groups, and dial plans > Certificate-based trunk requirements · Checked 2026-09-25
  58. 59
    Webex Calling dial plans route calls matching dial patterns (E.164, enterprise significant numbers or SIP URI domains) to a trunk or route group, are configured globally and apply to all users regardless of location.
    Configure trunks, route groups, and dial plans for Webex Calling · Configure trunks, route groups, and dial plans > Dial plans · Checked 2026-09-25
  59. 60
    The Webex Calling trunk Dual Identity Support setting changes how the From and P-Asserted-Identity headers are populated on the initial INVITE sent to the Local Gateway.
    Configure trunks, route groups, and dial plans for Webex Calling · Configure trunks, route groups, and dial plans > Create a trunk > Dual Identity Support · Checked 2026-09-25
  60. 61
    Webex Calling can route unknown 2 to 10 digit extensions from a location to a selected trunk or route group when Calls to On-Premises Extensions is enabled for that location.
    Configure trunks, route groups, and dial plans for Webex Calling · Configure trunks, route groups, and dial plans > Calls to On-Premises Extensions · Checked 2026-09-25
  61. 62
    Webex Calling PSTN connectivity is chosen per location in Control Hub, for example Cloud Connected PSTN or on-premises PSTN through a Local Gateway.
    PSTN trunking for hybrid Webex Calling deployments · PSTN trunking for hybrid Webex Calling deployments > provisioning locations · Checked 2026-09-25
  62. 63
    A Webex Calling route group holds up to 10 trunks with priorities for load balancing and redundancy.
    Configure trunks, route groups, and dial plans for Webex Calling · Configure trunks, route groups, and dial plans > Route groups · Checked 2026-09-25
  63. 64
    Only SBCs that appear in the Control Hub trunk device-type list are validated as Webex Calling Local Gateways.
    Configure trunks, route groups, and dial plans for Webex Calling · Configure trunks, route groups, and dial plans > supported devices · Checked 2026-09-25
  64. 65
    A Webex Calling trunk is a connection between Webex Calling and the premises, terminated on a supported session border controller acting as a Local Gateway, which interconnects the trunk with on-premises PSTN and/or a PBX.
    Configure trunks, route groups, and dial plans for Webex Calling · Configure trunks, route groups, and dial plans > Overview definitions · Checked 2026-09-25
  65. 66
    A Webex Calling trunk can be deleted from its Actions menu only when it is not in use.
    Configure trunks, route groups, and dial plans for Webex Calling · Configure trunks, route groups, and dial plans > Delete a trunk · Checked 2026-09-25
  66. 67
    Webex Calling trunks are registration-based, where the SBC registers to Webex Calling, or certificate-based, where Webex Calling reaches the SBC by FQDN or SRV address using a certificate from a supported CA.
    Configure trunks, route groups, and dial plans for Webex Calling · Configure trunks, route groups, and dial plans > Trunk types · Checked 2026-09-25
  67. 68
    The Control Hub Verify Call Routing tool simulates a call and shows the routing decision including permissions, digit patterns and translation patterns.
    Configure trunks, route groups, and dial plans for Webex Calling · Configure trunks, route groups, and dial plans > Verify Call Routing · Checked 2026-09-25

Documents

tier 2 current vendor documentation

About BYOC Cloud

Genesys · accessed 2026-09-24

tier 2 current vendor documentation

About the Unified Communication tools integrations

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

About trunks

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Add a call route

Genesys · accessed 2026-09-24

tier 2 current vendor documentation

Add a number plan

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

BYOC Cloud configuration checklist

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

BYOC Cloud public SIP IP addresses

Genesys · 2026-01-19 · accessed 2026-09-24

tier 2 current vendor documentation

Configure Local Gateway on Cisco IOS XE for Webex Calling

Cisco Systems, Inc. (Webex Help Center) · 2026-07-09 · accessed 2026-09-04

tier 2 current vendor documentation

Configure PBX passthrough for a BYOC or External SIP trunk

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Configure the Genesys Cloud WebRTC phone

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Configure trunks, route groups, and dial plans for Webex Calling

Cisco · 2026-09-07 · accessed 2026-09-24

tier 2 current vendor documentation

Create a remote phone

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Create a trunk under BYOC Cloud

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Create an outbound route

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

External trunk settings

Genesys · accessed 2026-09-24

tier 2 current vendor documentation

Genesys UCC Third-Party Integration

Genesys · 2024-11-26 · accessed 2026-09-25

tier 2 current vendor documentation

Get started with telephony

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

PSTN trunking for hybrid Webex Calling deployments

Cisco Systems, Inc. (Webex Help Center) · 2025-11-04 · accessed 2026-09-04

tier 2 current vendor documentation

Sites overview

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

TLS trunk transport protocol specification for BYOC Cloud

Genesys · accessed 2026-09-24

tier 2 current vendor documentation

Transfer voice interactions

Genesys · accessed 2026-09-25

tier 5 independent technical research

BYOC Cloud with Cisco CUBE SBC

Genesys Community · 2024-10-01 · accessed 2026-09-25

Cite this page

APA

WarmTransfer. (2026, September 25). Webex Calling with Genesys Cloud CX. WarmTransfer. https://warmtransfer.net/guides/webex-calling-with-genesys-cloud

BibTeX

@misc{warmtransfer-webex-calling-with-genesys-cloud,
  title  = {Webex Calling with Genesys Cloud CX},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/webex-calling-with-genesys-cloud},
  note   = {Verified 2026-09-25}
}