# Webex Calling with Webex Contact Center

Systems: Webex Calling to Webex Contact Center

For Control Hub administrators and partner engineers setting up Webex Contact Center voice routing using Webex Calling.

Canonical: https://warmtransfer.net/guides/webex-calling-with-webex-contact-center

Last verified: 2026-09-24

Webex Contact Center routes voice interactions through Webex Calling edge infrastructure, bringing PSTN calls to entry points and distributing them to agents[^69][^58]. This guide walks through configuring dedicated PSTN locations, mapping contact centre entry points, and preparing agent desktop profiles for telephony handling[^9][^25].

## Before you start

Cisco recommends connecting to Webex Contact Center directly through the Webex cloud service[^11]. Webex Calling components, including PSTN connectivity and agent endpoints, should be configured and validated before configuring the Webex Contact Center tenant[^14].

## What changes by situation

- How will the contact centre's phone numbers reach the PSTN? Webex Contact Center PSTN (Cisco carrier, US and Canada only); Webex Calling Cloud Connected PSTN (Certified Calling Provider); Webex Calling Local Gateway (on-premises SBC or CUBE); Cisco Calling Plan (trials or regions supporting service numbers).
- How will agents take contact centre calls? Extension on a registered Webex Calling device or Webex App; Dial Number to an external or mobile phone; Desktop in the browser via WebRTC.
- Will agents place outbound calls from Agent Desktop? Outdial enabled; Inbound only.

## Step 1: Confirm tenant Service Details

### Do
In Control Hub, navigate to Contact Center, choose Settings, and open Service Details to review the provisioned telephony configuration[^86]. All new Webex Contact Center subscriptions automatically include Webex Calling PSTN services[^80], though tenants provisioned before October 2024 may require a partner to add Webex Calling PSTN service before Common Edge services can be used[^52].

### Verify
Verify that Telephony is set to Webex Calling and Voice Media Platform is set to Real Time Media Service[^86]. These choices are grayed out after activation and cannot be corrected by an administrator in Control Hub without Cisco intervention[^57]. If these values are incorrect, stop configuration and contact the Cisco account team, customer success manager, or partner[^43]; WarmTransfer's reading of the sources is that confirming Service Details first prevents building locations and entry points on a tenant that must be reprovisioned[^10].

## Step 2: Confirm subscriptions and licences

**Extension on a registered Webex Calling device or Webex App**

### Do
Confirm that an active Webex Calling subscription covers each agent who will use a Webex Calling desk phone or the Webex App[^1]. The active Webex Calling subscription also connects voice services into the contact centre[^89].

### Verify
Verify in Control Hub that each agent user is assigned a valid Webex Calling licence[^1].

**Dial Number to an external or mobile phone**

### Do
Confirm the tenant has active Webex Calling PSTN service[^69]. Routing calls through shared Common Edge services does not require a Webex Calling subscription[^70].

### Verify
Verify that the tenant's Service Details show Telephony set to Webex Calling[^86].

**Desktop in the browser via WebRTC**

### Do
Confirm that the tenant has Webex Calling PSTN service, which does not require a separate Webex Calling subscription for routing over Common Edge[^70]. Confirm that the organization is not hosted in the Japan data center, where Desktop WebRTC is unavailable[^65]. Ensure agent workstations do not run on Virtual Desktop Infrastructure (VDI), as VDI does not support WebRTC for Agent Desktop[^64][^90].

### Verify
Verify that agents operate standard supported browsers outside of VDI environments[^91].

## Step 3: Create a dedicated Webex Calling location for contact centre PSTN

### Do
In Control Hub, go to Management and select Location to add a dedicated location for contact centre PSTN[^37]. Enter a unique location name, select the country or region, provide the full address, and set the announcement language, email language, and time zone[^36].

### Verify
Verify that no endpoint devices are placed inside this location[^54]. Cisco does not support endpoint devices sitting in the same Webex Calling location as the Webex Contact Center PSTN location, and co-locating them may cause unexpected overage charges on the Webex Contact Center subscription[^54].

## Step 4: Connect the location to the PSTN

**Webex Contact Center PSTN (Cisco carrier, US and Canada only)**

### Do
Configure Webex Contact Center PSTN for the tenant's numbers in the contiguous United States or Canada, where Cisco acts as the carrier[^68]. WarmTransfer's reading of the sources is that because Webex Contact Center PSTN is not explicitly listed among standard location PSTN choices, the Control Hub attachment steps must be confirmed with Cisco or a certified partner[^67].

### Verify
Verify that international dialing is disabled, as Webex Contact Center PSTN does not support international dialing[^68].

**Webex Calling Cloud Connected PSTN (Certified Calling Provider)**

### Do
Navigate to the Calling tab of the dedicated location and choose Cloud Connected PSTN[^35]. Connect the location using an authorized Certified Calling Provider, which provides coverage across more than 65 countries[^8].

### Verify
Verify that the Calling tab reflects the active Cloud Connected PSTN connection and provider status[^35].

**Webex Calling Local Gateway (on-premises SBC or CUBE)**

### Do
On the Calling tab of the dedicated location, select Premises-based PSTN (Local Gateway) to connect through an on-premises Cisco CUBE or supported third-party SBC across more than 140 supported markets[^35][^33]. Configure the Local Gateway signaling and media paths toward the contact centre media edge with the following parameters:
- Codecs restricted to G.711uLaw or G.711aLaw only[^12]. Transcoding for unsupported codecs like G.729, iLBC, or Opus must be performed before the media edge, as Webex Contact Center provides no transcoding[^81].
- DTMF transport set to RFC2833[^27].
- SIP Delayed Offer enabled; SIP Early Offer and SIP Early Media are not supported[^20].
- SDP packetization timer set to 20ms[^49].

### Verify
Verify that deployments expecting more than 250 concurrent calls, counting both IVR and agent legs, do not use a registration-based Local Gateway, as registration-based gateways are capped at 250 concurrent calls and certificate-based trunks must be selected instead[^34].

**Cisco Calling Plan (trials or regions supporting service numbers)**

### Do
On the Calling tab of the dedicated location, choose Cisco PSTN[^35]. Use Cisco Calling Plan only if the tenant is deployed in a region where Webex Calling supports service numbers, or for Webex Contact Center trials[^7].

### Verify
Verify that the location resides within a region supporting service numbers or is flagged as an active trial tenant[^7].

## Step 5: Add contact centre numbers to the location

### Do
Add the required DIDs or toll-free numbers to the dedicated location, ensuring numbers provisioned via Cloud Connected PSTN or Local Gateway are formatted in plus-E.164[^8][^50]. Assign a main number to the location, which is mandatory when trunks or extension-only entities are present[^38]. Do not select a number that will be used for an inbound entry point as the main location number, because a location's main number is hidden from the entry point mapping list[^39].

### Verify
Verify that toll-free numbers have the Bundle 2 Inbound toll-free number access add-on entitlement provisioned before attempting entry point mapping[^63]. Ensure at least one active PSTN connection is present, as a tenant must have at least one PSTN connection to receive and place calls[^84].

## Step 6: Prepare agent endpoints

**Extension on a registered Webex Calling device or Webex App**

### Do
Provision each agent user in an agent location separate from the PSTN location[^54]. Assign each user a supported device: a Webex Calling desk phone, the Webex Calling desktop app, the Webex App for mobile, the Webex App integrated with Webex Calling, or a Microsoft Teams softphone[^2]. Ensure agent locations have a primary number, use location prefixes across multiple sites, and avoid overlapping extensions[^77]. Do not enable voicemail on agent lines[^82]. If managing calls directly from Agent Desktop, deploy Webex App version 44.12 or later[^41].

### Verify
Verify that the agent line does not have voicemail enabled; voicemail answering prior to the default 18-second RONA timer causes the unanswered call to forward to voicemail rather than requeueing in the contact center[^56][^82].

**Dial Number to an external or mobile phone**

### Do
Confirm that destination phone numbers for agents (such as mobile or external PSTN numbers) are reachable via Webex PSTN routing[^3][^73]. Disable external voicemail services on target numbers where possible to avoid call intercept prior to the 18-second RONA timer[^56][^82].

### Verify
Verify reachability by placing a test call to the destination number[^73]. Note that agents signing in with Dial Number receive no desktop phone control features, such as setting a preferred device or answering calls directly from the desktop[^73].

**Desktop in the browser via WebRTC**

### Do
Configure agent client workstations to meet Agent Desktop browser requirements: enable cookies and site data, turn on JavaScript, disable pop-up blockers, and ensure Chrome 144 or later, Microsoft Edge 144 or later, or Firefox 140 or later is installed[^92][^93].

### Verify
Verify that browser zoom is set to 100% and screen resolution exceeds 500 by 500 pixels[^94][^95].

## Step 7: Make test calls

### Do
Place inbound and outbound test calls across the configured Webex Calling PSTN connection before completing contact centre configuration[^87].

### Verify
Verify two-way audio and call completion on test calls[^87]. Webex Calling PSTN paths must be operational before building contact centre routing flows[^14].

## Step 8: Create an inbound entry point and map a number

### Do
In Control Hub, go to Services > Contact Center > Customer Experience > Channels[^9]. Create a channel with channel type Inbound Telephony and select a routing flow[^32]. Under Support Number, map an available plus-E.164 dial number from the dedicated PSTN location[^32][^50]. The service level threshold field on the entry point may be configured but has no functional impact on calculations[^61].

### Verify
Verify that total dialed numbers remain within system limits: maximum 500 dialed numbers per entry point and 15000 dialed numbers configured as entry points across the tenant[^28]. If both an E.164 number and an extension are attached, reporting prioritizes and records the call under the E.164 number[^75]. Suggested check: dial the mapped E.164 number from an external phone and verify the routing flow answers.

## Step 9: Set voice options in the desktop profile

**Extension on a registered Webex Calling device or Webex App**

### Do
Navigate to the desktop profile assigned to agents and enable the Extension option under Voice Channel Options[^25].

### Verify
Verify that Extension is visible as an available option under Handle calls using at Agent Desktop sign-in[^25][^62]. The entered extension must match a registered Webex Calling endpoint to unlock phone control capabilities[^76].

**Dial Number to an external or mobile phone**

### Do
In the agents' desktop profile, enable Agent DN under Voice Channel Options[^25]. Set Agent DN Validation to Unrestricted to allow any dial number, or to Provisioned DN to restrict sign-in to the default DN assigned in the agent's user settings[^24].

### Verify
Verify that when Provisioned DN is selected, the Default DN appears prepopulated and read-only at sign-in[^19].

**Desktop in the browser via WebRTC**

### Do
In the agents' desktop profile, enable Desktop under Voice Channel Options to permit WebRTC browser calling[^25].

### Verify
Verify that Desktop appears in the Handle calls using drop-down list at Agent Desktop sign-in[^62]. Users configured strictly for digital channels will not see voice telephony options[^74].

## Step 10: Configure outdial

**Outdial enabled**

### Do
In the desktop profile, enable the Outdial toggle, select an Outdial Entry Point, and assign an Outdial ANI list[^26]. Under Tenant Settings > Voice, configure the tenant-wide default outdial ANI, which requires a dial number already mapped to an entry point[^18]; WarmTransfer's reading of the sources is that completing inbound number mapping is necessary before default outdial ANI setup[^47].

### Verify
Verify that the default outdial ANI does not show Not Configured, which is displayed when no dial number has been mapped[^5]. Confirm whether an Outdial ANI list is linked in the profile, as a default ANI defined in an Outdial ANI list overrides the tenant default[^6].

**Inbound only**

### Do
In the desktop profile, ensure the Outdial toggle is disabled[^26].

### Verify
Verify that agents assigned this desktop profile do not see outdial call controls on Agent Desktop[^26].

## Step 11: Sign in an agent and handle a call

**Extension on a registered Webex Calling device or Webex App**

### Do
Have the agent navigate to the Agent Desktop URL, sign in with their credentials, select Extension from the Handle calls using menu, and choose or enter their assigned extension[^96][^62]. If exactly one extension is configured on the user profile, Agent Desktop populates it automatically[^60]. If the agent has multiple Webex Calling devices, select the preferred device in Agent Desktop under Profile Settings[^46][^53].

### Verify
Sign-in validates that the chosen extension is assigned to the agent's Webex Calling profile[^59], but does not verify real-time device availability, so the device can be offline or unavailable[^44]. Place an inbound test call; the Webex App and linked devices will ring, and the call can be answered from Agent Desktop or the physical device[^55][^97]. Note that managing Webex Calling calls directly in Agent Desktop is supported for the Agent persona only and does not work for supervisors during monitoring or barge-in[^40].

**Dial Number to an external or mobile phone**

### Do
Have the agent sign in to Agent Desktop, select Dial Number under Handle calls using, and enter or select the destination phone number[^62][^96]. The field accepts phone numbers with country codes or in E.164 format[^98].

### Verify
Suggested check: place a test call to the mapped entry point number. When routed, answer the call on the destination physical phone or mobile endpoint, which then displays call controls in Agent Desktop[^97].

**Desktop in the browser via WebRTC**

### Do
Have the agent sign in to Agent Desktop and choose Desktop under Handle calls using[^62]. No extension or dial number input is required[^21].

### Verify
Change the agent state to Available in the header[^99][^100]. Place a test call to the entry point and click Accept in the contact request popover to connect the call via WebRTC in the browser[^101].

## Applicability

Applies to: Cisco Webex Contact Center, Cisco Calling Plan, Cisco Webex Calling Cloud Connected PSTN, Cisco Webex Contact Center with Webex Calling, Cisco Webex Calling Customer Assist, Cisco Webex Contact Center Agent Desktop, Cisco Webex Contact Center with Webex Dedicated Instance, Cisco Webex Calling Local Gateway, Cisco Webex Calling, Cisco Webex Contact Center Agent Desktop with Webex App, and Cisco Webex Contact Center PSTN. Deployments: multi-tenant, dedicated instance, on-premises-gateway, and vdi. Sources checked 2026-09-24. Webex Calling Customer Assist is an elevated Webex Calling Call Queue managed in the Webex App and does not cover the Webex Contact Center integration described here[^15]. Cisco recommends Webex Contact Center for organizations requiring omnichannel routing or high call volume scalability[^66]. Dedicated Instance integrations with Webex Contact Center require certificate-based mTLS trunks and a specific codec list ordered G.711 U-Law, G.711 A-Law, and OPUS[^22][^23]. As of July 9 2026, Unified Reporting links Webex Contact Center and Webex Calling records using a shared Interaction ID[^88].

## What remains uncertain

Whether contact centre agents using Desktop or Dial Number calling options require individual Webex Calling licences is not covered by the sources below. The specific Control Hub interface steps to attach Webex Contact Center PSTN to a dedicated location are not covered by the sources below. Whether an internal extension alone can be mapped as an entry point without an E.164 number is not covered by the sources below.

## Sources

[^1]: A valid Webex Calling subscription is required for contact centre agents who use Webex devices or the Webex App. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb/webexcc_t_change-the-telephony-option-for-a-webex-contact-center-tenant.html), section Verification of Webex Subscriptions and Licensing. Checked 2026-09-24.
[^2]: Webex Contact Center supports five agent calling devices: a Webex Calling desk phone, the Webex Calling desktop app, the Webex App for mobile, the Webex App integrated with Webex Calling, and the Microsoft Teams softphone. Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt/System-requirements-for-Webex-Contact-Center-Desktop), section Agent devices. Checked 2026-09-24.
[^3]: In the Webex Contact Center architecture, an agent's destination number can be a PSTN phone, a mobile phone, or an extension if the agent is a Cisco Webex Calling user. Source: [Webex Contact Center Architecture](https://help.webex.com/en-us/article/utqcm7), Functional Components - Routing and Queueing - Voice/Telephony-specific capabilities. Checked 2026-09-16.
[^4]: As of March 13 2026, agent status is automatically aligned between Webex Calling and Webex Contact Center as part of the CTI connector enhancements. Source: [What's new for administrators in Webex Contact Center](https://help.webex.com/en-us/article/a1gx3h), March 13, 2026 - CTI connector enhancements. Checked 2026-09-16.
[^5]: By default the first dial number mapped to an entry point is shown as the default outdial ANI, and if no dial number is mapped to an entry point the field reads Not Configured. Source: [Set up voice settings for Webex Contact Center](https://help.webex.com/en-us/article/gsmsaeb/Set-up-voice-settings-for-Webex-Contact-Center), section Default Outdial ANI. Checked 2026-09-24.
[^6]: An agent uses the system-wide default outbound ANI unless a specific default ANI is configured in an Outdial ANI list linked to the agent's desktop profile, which overrides it. Source: [Set up voice settings for Webex Contact Center](https://help.webex.com/en-us/article/gsmsaeb/Set-up-voice-settings-for-Webex-Contact-Center), section Default Outdial ANI. Checked 2026-09-24.
[^7]: Cisco Calling Plan is supported with Webex Contact Center only in regions where Webex Calling supports service numbers and for Webex Contact Center trials, with Cisco operating as the PSTN carrier in a single bill. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), Connect to Webex Calling Services - PSTN Services - Cisco Webex Calling Plan. Checked 2026-09-16.
[^8]: Webex Calling Cloud Connected PSTN provides connectivity in over 65 countries through Certified Calling Providers, and numbers provisioned through it are stored in plus-E.164 format. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), Connect to Webex Calling Services - PSTN Services - Webex Calling Cloud Connected PSTN. Checked 2026-09-16.
[^9]: Inbound telephony entry points are created in Control Hub under Services, Contact Center, Customer Experience, Channels. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), procedure Create a channel, navigation step. Checked 2026-09-24.
[^10]: Because the tenant's telephony selection is locked after activation and the administrator cannot correct it, checking Service Details before any other configuration avoids building locations and entry points on a tenant that Cisco must first reprovision (inferred). Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb/webexcc_t_change-the-telephony-option-for-a-webex-contact-center-tenant.html), section Verification of Webex Contact Center Service Details. Checked 2026-09-24.
[^11]: Cisco recommends connecting to Webex Contact Center with the Webex service, describing it as the method for integrating telephony into the Webex cloud with a secure and reliable connection directly into the Webex infrastructure. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb/webexcc_t_change-the-telephony-option-for-a-webex-contact-center-tenant.html), section Connect to Webex Contact Center with Webex Service. Checked 2026-09-24.
[^12]: Calls reaching the Webex Contact Center media edge must use G.711uLaw or G.711aLaw. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), PSTN Media and Signaling Requirements for Webex Contact Center. Checked 2026-09-16.
[^13]: Neither the string Common Edge nor the string VPOP appears anywhere in the Webex Contact Center Architecture article, so a citation that locates the definition of Common Edge in that article is wrong even though its subject matter is described there under other names. Source: [Webex Contact Center Architecture](https://help.webex.com/en-us/article/utqcm7), whole page - searched for the strings Common Edge and VPOP. Checked 2026-09-16.
[^14]: Webex Calling components including PSTN connectivity and agent endpoints should be configured and validated prior to the configuration of the Webex Contact Center tenant, because pre-configuring them significantly accelerates the deployment and simplifies the process. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), Webex Calling Provisioning and Configuration for Webex Contact Center. Checked 2026-09-16.
[^15]: Webex Calling Customer Assist is an elevated Webex Calling Call Queue rather than a separate contact centre: an existing Call Queue is upgraded to Customer Assist while maintaining the existing settings, and agents and supervisors work from the Webex App. Source: [Webex Calling Customer Assist](https://help.webex.com/en-us/article/72sb3r), article introduction. Checked 2026-09-16.
[^16]: In its current phase Webex Calling Customer Assist supports only bulk and Control Hub provisioning with no public APIs, a Call Queue cannot be downgraded after upgrade, and workspaces and virtual lines cannot be assigned to Customer Assist queues. Source: [Webex Calling Customer Assist](https://help.webex.com/en-us/article/72sb3r), limitations. Checked 2026-09-16.
[^17]: Webex Contact Center PSTN interconnectivity must be assigned a dedicated location in Control Hub, separate from the locations that hold agent endpoints. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/2dputx/Set-up-voice-channels-for-Webex-Contact-Center), Webex Calling configuration tasks, create the Webex Contact Center PSTN location. Checked 2026-09-24.
[^18]: The tenant-wide default outdial ANI is set in Control Hub under Tenant Settings, Voice, and a dial number must be mapped to an entry point before it can be chosen as the default outdial ANI. Source: [Set up voice settings for Webex Contact Center](https://help.webex.com/en-us/article/gsmsaeb/Set-up-voice-settings-for-Webex-Contact-Center), section Default Outdial ANI. Checked 2026-09-24.
[^19]: When an administrator configures a Default DN, it is prepopulated in the Dial Number and Extension fields and shown as a placeholder; where the DN is restricted to that default the fields become read-only and the agent skips those steps, and a saved sign-in preference takes precedence over the configured Default DN. Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8), Default DN behaviour in sign-in. Checked 2026-09-16.
[^20]: SIP Delayed Offer is supported toward Webex Contact Center while SIP Early Offer and SIP Early Media are not supported and are described as roadmap items. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), PSTN Media and Signaling Requirements for Webex Contact Center. Checked 2026-09-16.
[^21]: The Desktop option enables agents to take calls using WebRTC-based calling directly from the browser and requires no further input at sign-in. Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8), Handle calls using - Desktop. Checked 2026-09-16.
[^22]: For Dedicated Instance to Webex Calling Contact Center support, certificate-based trunks using mTLS must be used because registration-based trunks are no longer supported. Source: [Webex Dedicated Instance Contact Center integration](https://help.webex.com/en-us/article/nmhk7ve), Deployment considerations and constraints. Checked 2026-09-16.
[^23]: Dedicated Instance integrations with Webex Contact Center require a codec list ordered G.711 U-Law first, then G.711 A-Law, then OPUS, built from Factory Default Lossy and assigned across CTI, endpoints and SIP trunk device pool regions, and this must be done only for the Webex Contact Center integrations. Source: [Webex Dedicated Instance Contact Center integration](https://help.webex.com/en-us/article/nmhk7ve), Deployment considerations and constraints. Checked 2026-09-16.
[^24]: Agent DN validation in a desktop profile is either Unrestricted, which lets agents sign in with any DN, or Provisioned DN, which restricts sign-in to the default DN set in the agent's user settings. Source: [Create and manage desktop profiles](https://help.webex.com/en-us/article/nvaf71f/Create-and-manage-desktop-profiles), Agent DN Validation field. Checked 2026-09-24.
[^25]: A desktop profile's voice channel options control which sign-in methods agents may use: Agent DN, Extension and Desktop, where Desktop means signing in through a browser using WebRTC. Source: [Create and manage desktop profiles](https://help.webex.com/en-us/article/nvaf71f/Create-and-manage-desktop-profiles), Voice Channel Options fields. Checked 2026-09-24.
[^26]: A desktop profile holds three outdial settings: an Outdial toggle that lets agents make outdial calls, an Outdial Entry Point the agent uses for those calls, and an Outdial ANI list naming the numbers the agent may present. Source: [Create and manage desktop profiles](https://help.webex.com/en-us/article/nvaf71f/Create-and-manage-desktop-profiles), Voice Channel Options, Outdial, Outdial Entry Point and Outdial ANI fields. Checked 2026-09-24.
[^27]: DTMF toward the Webex Contact Center media edge must be RFC2833. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), PSTN Media and Signaling Requirements for Webex Contact Center. Checked 2026-09-16.
[^28]: Webex Contact Center system limits allow 6000 active entry points, 1000 active outdial entry points, 15000 dialed numbers configured as entry points in total and 500 dialed numbers per entry point. Source: [System limits in Webex Contact Center](https://help.webex.com/en-us/article/n7s6ed7), Table 1. Maximum system limits for configuration entities and attributes - entry point and dialed number rows. Checked 2026-09-16.
[^29]: An entry point is the association of an inbound telephone number with an IVR service flow. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/2dputx/Set-up-voice-channels-for-Webex-Contact-Center), Webex Calling configuration tasks, map numbers to entry points. Checked 2026-09-24.
[^30]: The channel setup article states that only PSTN numbers in plus-E.164 format can be mapped to entry points as support numbers and that extension numbers are not supported, which conflicts with the registry claim that an entry point can hold both an E.164 number and an extension (disputed). Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), procedure Create a channel, Support Number section. Checked 2026-09-24.
[^31]: The PSTN Services section of the voice channel article lists four PSTN options for Webex Contact Center: Webex Contact Center PSTN, Webex Cloud Connected PSTN, Cisco Calling Plan and Webex Calling Local Gateway. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb/webexcc_t_change-the-telephony-option-for-a-webex-contact-center-tenant.html), section PSTN Services. Checked 2026-09-24.
[^32]: An inbound voice entry point is created with channel type Inbound Telephony and a routing flow selected from a drop-down, and its timezone defaults to the tenant timezone. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), procedure Create a channel, Channel Type, Timezone and Routing Flow fields. Checked 2026-09-24.
[^33]: A Webex Calling Local Gateway lets a customer retain their current on-premises PSTN carrier while providing access in over 140 markets globally, with third-party session border controllers supported alongside Cisco CUBE. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), Connect to Webex Calling Services - PSTN Services - Webex Calling Local Gateway. Checked 2026-09-16.
[^34]: A registration-based Webex Calling Local Gateway processes up to 250 concurrent calls into Webex Contact Center, and deployments needing more than 250 concurrent calls including IVR and agent legs must select a certificate-based trunk. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), Configuration of Webex Local Gateway / Session Border Controller Configuration for Local Gateway Connectivity. Checked 2026-09-16.
[^35]: A Webex Calling location's PSTN connection is set on the location's Calling tab by choosing Cisco PSTN, Cloud Connected PSTN, or Premises-based PSTN through a Local Gateway. Source: [Configure Webex Calling for your organization](https://help.webex.com/en-us/article/njvdjf2/Configure-Webex-Calling-for-your-organization), section on PSTN connection for a location. Checked 2026-09-24.
[^36]: Creating a Webex Calling location requires a unique location name, a country or region, a full address, announcement and email languages, and a time zone. Source: [Configure Webex Calling for your organization](https://help.webex.com/en-us/article/njvdjf2/Configure-Webex-Calling-for-your-organization), location setup procedure, add location fields. Checked 2026-09-24.
[^37]: Additional Webex Calling locations are created in Control Hub under Management, Location, after the First Time Setup Wizard has created the initial location. Source: [Configure Webex Calling for your organization](https://help.webex.com/en-us/article/njvdjf2/Configure-Webex-Calling-for-your-organization), location setup procedure, navigation step. Checked 2026-09-24.
[^38]: Assigning a main number to a Webex Calling location is mandatory if the location has any trunks or extension-only entities, and the main number serves as the location's default caller ID. Source: [Configure Webex Calling for your organization](https://help.webex.com/en-us/article/njvdjf2/Configure-Webex-Calling-for-your-organization), section on the location main number. Checked 2026-09-24.
[^39]: A Webex Calling location's main number does not appear in the list of numbers available for entry point mapping, so using it for mapping requires changing the location's main number. Source: [Set up voice settings for Webex Contact Center](https://help.webex.com/en-us/article/gsmsaeb/Set-up-voice-settings-for-Webex-Contact-Center), section on numbers available from Webex Calling locations. Checked 2026-09-24.
[^40]: The Manage Webex Calling calls in Agent Desktop option is meant only for the Agent persona and does not work correctly for supervisors during monitoring, barge-in or similar call scenarios, where the answer button is not available. Source: [Optimize Webex Contact Center Desktop call notifications](https://help.webex.com/en-us/article/u5dbtfb), Using Webex App for calls. Checked 2026-09-16.
[^41]: Managing Webex Calling calls from Agent Desktop requires Webex App 44.12 or later, requires Webex Calling to be turned on in Control Hub, and applies when the agent signs in with Dial Number or Extension. Source: [Optimize Webex Contact Center Desktop call notifications](https://help.webex.com/en-us/article/u5dbtfb), Using Webex App for calls. Checked 2026-09-16.
[^42]: The Webex Contact Center architecture article's multi-region table names the media edge column as Media Edge (Webex Calling Edge), locating the Webex Calling brand inside the Webex Contact Center voice media path rather than beside it. Source: [Webex Contact Center Architecture](https://help.webex.com/en-us/article/utqcm7), Deployment and Connectivity - Multi Region Connectivity for Telephony. Checked 2026-09-16.
[^43]: A tenant whose service details are wrong should be raised with the Cisco account team, customer success manager or partner, because the administrator cannot self-correct the telephony selection. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), Verification of Webex Contact Center Service Details. Checked 2026-09-16.
[^44]: Agent Desktop sign-in does not check device status in real time, so a validated extension or dial number can still point at a device that is offline or unavailable. Source: [What's new for agents in Webex Contact Center](https://help.webex.com/en-us/article/n3v7ldh/What's-new-for-agents-in-Webex-Contact-Center), entry Simplified agent sign-in experience, October 29 2025. Checked 2026-09-24.
[^45]: The Webex Contact Center system limits article documents no limit for Webex Calling locations, extensions or channel counts, so a question about how many Webex Calling locations a contact centre may use has no documented answer in that source. Source: [System limits in Webex Contact Center](https://help.webex.com/en-us/article/n7s6ed7), whole article - searched for Webex Calling location and extension limits. Checked 2026-09-16.
[^46]: An agent with one Webex Calling device can answer calls directly from Agent Desktop without further setup, while an agent with several devices must pick a preferred device in Profile Settings. Source: [What's new for agents in Webex Contact Center](https://help.webex.com/en-us/article/n3v7ldh/What's-new-for-agents-in-Webex-Contact-Center), entry Answer calls on your device directly from Agent Desktop, October 29 2025. Checked 2026-09-24.
[^47]: Because the default outdial ANI must be a dial number already mapped to an entry point, a deployment that only makes outbound calls still needs at least one number mapped to an inbound entry point before it can set a default outdial ANI (inferred). Source: [Set up voice settings for Webex Contact Center](https://help.webex.com/en-us/article/gsmsaeb/Set-up-voice-settings-for-Webex-Contact-Center), section Default Outdial ANI. Checked 2026-09-24.
[^48]: For outbound calls, an entry point called Outdial Transfer to Queue is created automatically, and its configuration includes a music-on-hold selection and an outdial queue. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), section on the outdial entry point (Outdial Transfer to Queue). Checked 2026-09-24.
[^49]: The packetization timer in SIP SDP toward the Webex Contact Center media edge is 20ms. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), PSTN Media and Signaling Requirements for Webex Contact Center. Checked 2026-09-16.
[^50]: Webex Contact Center supports plus-E.164 number formats, numbers provisioned through Cloud Connected PSTN or Local Gateway are stored in that format, and CUBE or approved third-party SBCs can be configured for plus-E.164 globalization. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), +E.164 Globalized Call Routing Support for Multinational Contact Center Deployments. Checked 2026-09-16.
[^51]: Since March 4 2025, Agent Desktop combines the Webex Calling notification and the Desktop popover so that agents can answer from the desktop without overlap with the Webex App call window. Source: [What's new for agents in Webex Contact Center](https://help.webex.com/en-us/article/n3v7ldh/What's-new-for-agents-in-Webex-Contact-Center), entry Better together with Webex: Enhanced call handling experience in the Agent Desktop, March 4 2025. Checked 2026-09-24.
[^52]: Tenants provisioned before October 2024 may need their partner to add Webex Calling PSTN service before they can use Common Edge services. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), Webex Calling Subscription - Connect to Webex Contact Center with Webex Cloud Common Edge services. Checked 2026-09-16.
[^53]: An agent sets a preferred Webex Calling device from the Agent Desktop Profile or name menu under User Profile or Settings in the Interaction Preferences section, the device must already be assigned to the agent's profile in Control Hub, a single device needs no preference set, and changing the extension refreshes the device list. Source: [Optimize Webex Contact Center Desktop call notifications](https://help.webex.com/en-us/article/u5dbtfb), Using Webex App for calls - preferred device. Checked 2026-09-16.
[^54]: Cisco does not support endpoint devices sitting in the same Webex Calling location as the Webex Contact Center PSTN location, and doing so might result in unexpected customer overage charges on the Webex Contact Center subscription. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), Configuration of Webex Contact Center PSTN Locations. Checked 2026-09-16.
[^55]: Turning on the Contact Center notification option adds another way to manage calls but does not stop the calls from ringing in the primary Webex App or on linked devices. Source: [Optimize Webex Contact Center Desktop call notifications](https://help.webex.com/en-us/article/u5dbtfb), Using Webex App for calls. Checked 2026-09-16.
[^56]: The Webex Contact Center RONA timer default is 18 seconds and specifies the time within which an agent answers a call or task; if it expires before voicemail rings the call requeues within the contact center and routes to the next available agent. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), Best Practices for handling unanswered calls - RONA timer. Checked 2026-09-16.
[^57]: The Telephony and Voice Media Platform choices are grayed out after tenant provisioning and activation and cannot be changed without Cisco intervention, so a tenant provisioned with the wrong telephony option must be reopened with Cisco rather than corrected in Control Hub. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), Verification of Webex Contact Center Service Details. Checked 2026-09-16.
[^58]: Webex Contact Center and Webex Calling share a global network of edge access services for routing calls into the Webex Cloud. Source: [Webex Contact Center Architecture](https://help.webex.com/en-us/article/utqcm7), Functional Components - Interaction Management - Ingress Mechanisms. Checked 2026-09-16.
[^59]: For Webex Calling users, Agent Desktop sign-in checks that an extension or dial number chosen from the drop-down is valid and assigned to the user's Webex Calling profile, to reduce RONA caused by wrong credentials. Source: [What's new for agents in Webex Contact Center](https://help.webex.com/en-us/article/n3v7ldh/What's-new-for-agents-in-Webex-Contact-Center), entry Simplified agent sign-in experience, October 29 2025. Checked 2026-09-24.
[^60]: If an agent's profile has exactly one configured dial number or extension, Agent Desktop fills it in automatically at sign-in. Source: [What's new for agents in Webex Contact Center](https://help.webex.com/en-us/article/n3v7ldh/What's-new-for-agents-in-Webex-Contact-Center), entry Simplified agent sign-in experience, October 29 2025. Checked 2026-09-24.
[^61]: The service level threshold field on an entry point has no functional impact on the system's calculations. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), procedure Create a channel, Service Level Threshold field. Checked 2026-09-24.
[^62]: An agent chooses a calling preference at Agent Desktop sign-in from three options labelled Desktop, Extension and Dial Number, presented under a Handle calls using control. Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8), Handle calls using. Checked 2026-09-16.
[^63]: Regular toll numbers from Webex Calling locations can be mapped to entry points, but toll-free numbers need the Bundle 2 Inbound toll-free number access add-on entitlement before they can be mapped. Source: [Set up voice settings for Webex Contact Center](https://help.webex.com/en-us/article/gsmsaeb/Set-up-voice-settings-for-Webex-Contact-Center), section on numbers available from Webex Calling locations. Checked 2026-09-24.
[^64]: Virtual Desktop Infrastructure does not support WebRTC for the Webex Contact Center agent desktop. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), WebRTC Configuration - WebRTC Network and Browser Requirements. Checked 2026-09-16.
[^65]: The Desktop WebRTC option is not available for customers hosted in the Japan data center. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), WebRTC Configuration. Checked 2026-09-16.
[^66]: Cisco recommends Webex Contact Center for customers who require sophisticated customer engagement capabilities such as omnichannel routing or large-scale high call volume deployments, positioning it above Customer Assist. Source: [Webex Calling Customer Assist](https://help.webex.com/en-us/article/72sb3r), comparison with Webex Contact Center. Checked 2026-09-16.
[^67]: The Webex Calling location article's PSTN connection choices (Cisco PSTN, Cloud Connected PSTN, Local Gateway) do not name Webex Contact Center PSTN, so the Control Hub step that attaches Webex Contact Center PSTN to the dedicated location is not documented there (inferred). Source: [Configure Webex Calling for your organization](https://help.webex.com/en-us/article/njvdjf2/Configure-Webex-Calling-for-your-organization), section on PSTN connection for a location, compared with cisco-help-nhy3codb-wxcc-voice-channel section PSTN Services. Checked 2026-09-24.
[^68]: Webex Contact Center PSTN is available in the contiguous United States and Canada only, with Cisco acting as the PSTN carrier, and it does not support international dialing. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), Connect to Webex Calling Services - PSTN Services - Webex Contact Center PSTN. Checked 2026-09-16.
[^69]: Calls are routed into Webex Contact Center using Webex Calling PSTN services, and that service can route calls to a contact centre even without a Webex Calling subscription. Source: [Webex Contact Center Architecture](https://help.webex.com/en-us/article/utqcm7), Functional Components - Interaction Management - Telephony. Checked 2026-09-16.
[^70]: Routing calls to Webex Contact Center through the shared Common Edge services does not require a Webex Calling subscription, so a tenant can take contact centre calls over the Webex Calling edge without owning the calling product. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), Webex Calling Subscription. Checked 2026-09-16.
[^71]: The Webex Calling Customer Assist license includes a Webex Calling professional license and is ordered through Flex Plan 3.0 or a service provider in Cisco Commerce Workspace. Source: [Webex Calling Customer Assist](https://help.webex.com/en-us/article/72sb3r), ordering and licensing note. Checked 2026-09-16.
[^72]: Webex Contact Center can integrate with Webex Dedicated Instance in two documented models: agents on Webex Calling multitenant with call control in the multitenant platform and back-office phones in Dedicated Instance over the default inter-op SIP trunk, or agents on Webex Calling Dedicated Instance with call control in Dedicated Instance and PSTN either from a Dedicated Instance Local Gateway or Cloud Connected PSTN in multitenant. Source: [Webex Dedicated Instance Contact Center integration](https://help.webex.com/en-us/article/nmhk7ve), Webex Contact Center deployment models. Checked 2026-09-16.
[^73]: The Dial Number option takes a free-form numeric entry that must be reachable through Webex PSTN and routing, and using it means phone control features such as the preferred device and answering from the agent desktop are not available. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), Agent Destination Selection in Webex Contact Center. Checked 2026-09-16.
[^74]: Which telephony options an agent sees at sign-in is driven by that user's profile configuration, and users configured for digital-only interactions do not see telephony options at all. Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8), Handle calls using. Checked 2026-09-16.
[^75]: When an entry point has both an E.164 number and an extension, the contact center always reports the call to the E.164 number even if the extension was dialed, because the phone number takes priority over the extension. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), Configuration of Inbound Entry Points to Webex Contact Center - Important considerations for extension numbers. Checked 2026-09-16.
[^76]: The Extension option is a short-form internal number that the sign-in attempts to match to a registered Webex Calling endpoint, and matching it unlocks phone control features such as choosing a preferred device. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), Agent Destination Selection in Webex Contact Center. Checked 2026-09-16.
[^77]: Locations must have a primary number, prefixes are recommended when multiple locations exist, mixing prefixed and non-prefixed locations and overlapping extensions across locations can both cause unexpected routing, and Cisco recommends Enterprise Significant Numbers for all internal calls to and from Webex Contact Center. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), Configuration of Inbound Entry Points to Webex Contact Center - Important considerations for extension numbers. Checked 2026-09-16.
[^78]: The Get started with Agent Desktop article is an interface tour that explicitly defers sign-in procedure to the separate Sign in to Agent Desktop article and carries no telephony-option content itself. Source: [Get started with Agent Desktop](https://help.webex.com/en-us/article/itebdl), whole article body. Checked 2026-09-16.
[^79]: Webex Calling integrations surface inside Agent Desktop through notification management, a preferred device setting, and an Extension sign-in that must match a registered endpoint; none of these is described in Cisco documentation as replacing the Webex Calling client as the thing that rings (inferred). Source: [Optimize Webex Contact Center Desktop call notifications](https://help.webex.com/en-us/article/u5dbtfb), Using Webex App for calls - combined reading. Checked 2026-09-16.
[^80]: All new Webex Contact Center subscriptions include Webex Calling PSTN services that are automatically added to all orders. Source: [Webex Contact Center Architecture](https://help.webex.com/en-us/article/utqcm7), Functional Components - Interaction Management - Telephony. Checked 2026-09-16.
[^81]: Webex Contact Center does not provide transcoding or media termination point services, so calls using unsupported codecs such as G.729, iLBC or Opus must be transcoded before reaching the media edge locations. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), PSTN Media and Signaling Requirements for Webex Contact Center. Checked 2026-09-16.
[^82]: Cisco does not recommend enabling voicemail on an agent line, because if voicemail rings before the RONA timer expires the unanswered call forwards to the agent's voicemail box instead of requeueing. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), Best Practices for handling unanswered calls - Voicemail. Checked 2026-09-16.
[^83]: The partner-facing article on creating a Webex Contact Center order documents the Order Set-Up wizard through customer and country details but contains no telephony, Webex Calling or PSTN selection step, so the ordering article alone does not tell an implementer how the voice channel is chosen (inferred). Source: [Create a Webex Contact Center Order for a Customer](https://help.webex.com/en-us/article/30mv2o), whole article body - searched for Webex Calling, telephony and PSTN. Checked 2026-09-16.
[^84]: A Webex Contact Center tenant must be connected to the PSTN and must have at least one PSTN connection to receive and place calls, so the telephony setting alone does not make a tenant able to take calls. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), Connect to Webex Calling Services - PSTN Services. Checked 2026-09-16.
[^85]: Reaching Microsoft Teams endpoints as contact centre agents uses Local Gateway Direct SIP routing that requires a registration- or certificate-based Local Gateway on Cisco CUBE or a third-party SBC with presence synchronization to the agent desktop, and Cisco does not support connecting Webex Calling PSTN delivered calls directly to Microsoft Teams endpoints. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), Microsoft Teams Direct SIP Trunk Integration for Local Gateway Connectivity. Checked 2026-09-16.
[^86]: In Control Hub under Contact Center > Settings > Service Details, a Webex Contact Center tenant configured to use the shared Webex edge should show Voice Media Platform set to Real Time Media Service and Telephony set to Webex Calling, and the voice channels article instructs administrators to verify both before configuring anything else. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), Verification of Webex Contact Center Service Details. Checked 2026-09-16.
[^87]: Administrators should successfully make inbound and outbound calls using the chosen Webex Calling PSTN connectivity option before finishing the remaining contact centre configuration tasks. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), Webex Calling Provisioning and Configuration for Webex Contact Center. Checked 2026-09-16.
[^88]: As of July 9 2026, Cisco offers Unified Reporting for Webex Contact Center and Webex Calling that uses a shared Interaction ID to link Contact Center and Calling records. Source: [What's new for administrators in Webex Contact Center](https://help.webex.com/en-us/article/a1gx3h), July 09, 2026 - Unified Reporting for Webex Contact Center and Webex Calling. Checked 2026-09-16.
[^89]: An active Webex Calling subscription is used to connect voice services into Webex Contact Center as well, so the same subscription covers both the calling estate and the contact centre voice path. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/nhy3codb), Webex Calling Subscription. Checked 2026-09-16.
[^90]: Cisco states that the Agent Desktop supports third party virtual desktop infrastructure while WebRTC is not supported with it, and that keyboard shortcuts might not function as expected in third party VDI environments. Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt/System-requirements-for-Webex-Contact-Center), Virtual Desktop Infrastructure section and the WebRTC note. Checked 2026-09-16.
[^91]: WebRTC, which the Desktop calling option uses, works in Chrome, Edge and Firefox but is not supported under Virtual Desktop Infrastructure (VDI). Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt/System-requirements-for-Webex-Contact-Center-Desktop), System requirements for Webex Contact Center Desktop; WebRTC note. Checked 2026-09-23.
[^92]: The browser running Agent Desktop must allow cookies and site data, have JavaScript turned on, and have its pop-up blocker turned off. Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt/System-requirements-for-Webex-Contact-Center-Desktop), System requirements for Webex Contact Center Desktop; browser settings. Checked 2026-09-23.
[^93]: The Agent Desktop system requirements list Chrome 144 or later, Microsoft Edge 144 or later and Firefox 140 or later as the supported agent browsers, and recommend the latest stable version of each. Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt/System-requirements-for-Webex-Contact-Center-Desktop), System requirements for Webex Contact Center Desktop; supported browsers table. Checked 2026-09-23.
[^94]: The Webex Contact Center Desktop display must be greater than 500 by 500 pixels with system scale and browser zoom both at 100 percent, the title and logo are not displayed when the viewing area is narrower than 736 pixels, and below 1280 pixels the task list appears on top of the task page and the interaction control pane rather than beside them. Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt/System-requirements-for-Webex-Contact-Center), Screen resolution and Responsiveness paragraphs. Checked 2026-09-16.
[^95]: Agent Desktop needs a display of at least 500 x 500 pixels, and the browser zoom must be set to 100%. Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Agent-Desktop), Sign in to Agent Desktop; notes before the procedure. Checked 2026-09-23.
[^96]: To sign in to Agent Desktop, the agent enters the URL their administrator provided into the browser address bar, then enters their email address and clicks Sign In, then enters their password and clicks Sign In. Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Agent-Desktop), Sign in to Agent Desktop; procedure steps 1-3. Checked 2026-09-23.
[^97]: An agent signed in with an extension or dial number answers the call on the phone itself, and Agent Desktop then starts the call timer and shows the interaction control pane. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop; Answer a call. Checked 2026-09-23.
[^98]: The Dial Number calling option takes a phone number for inbound and outbound calls and accepts international numbers with a country code or in E.164 format. Source: [Sign in to Agent Desktop](https://help.webex.com/en-us/article/n6lmci8/Sign-in-to-Agent-Desktop), Sign in to Agent Desktop; Handle calls using option Dial Number. Checked 2026-09-23.
[^99]: In the Available state, an agent can accept contact requests as they arrive. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), Understand agent states; Available state. Checked 2026-09-23.
[^100]: The agent changes state by selecting one from the state drop-down menu in the header, or by typing at least 3 characters in its search bar, and the state timer then restarts at 00:00. Source: [Understand agent states](https://help.webex.com/en-us/article/nvg4gu6/Understand-agent-states), Understand agent states; change your state and state timer. Checked 2026-09-23.
[^101]: An inbound call shows a contact request popover with administrator-configured variables and a Ringing status, and an agent using the desktop as the telephony endpoint answers by clicking Accept in that popover. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Manage your calls in Agent Desktop; Access popover to answer a call and Answer a call. Checked 2026-09-23.