Set up voice channels for Webex Contact Center

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/2dputx/Set-up-voice-channel-for-Webex-Contact-Center

Published

2026-06-25

Updated

unknown

Accessed

2026-09-04

HTTP status

200

License

Cisco proprietary documentation, all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• For Webex Contact Center, the concurrent-call count compared against the 250 threshold includes both IVR and agent calls. in context
• Webex Contact Center deployments that need more than 250 concurrent calls through a Local Gateway must use the certificate-based trunk type. in context
• Webex Contact Center telephony options are greyed out after tenant provisioning and activation and cannot be changed without Cisco intervention. in context
• The current Webex Contact Center voice-channel article presents four PSTN service options: Webex Contact Center PSTN, Webex Calling Cloud Connected PSTN, Webex Calling Local Gateway, and Cisco Webex Calling Plan. in context
• The June 2026 revision of the Webex Contact Center voice-channel article lists no vPOP, Voice POP Bridge or bring-your-own-PSTN-over-CUBE option among its PSTN services. in context
• All new Webex Contact Center subscriptions include Webex Calling PSTN services added automatically to the order, and a tenant provisioned before October 2024 may need its partner to add the Webex Calling PSTN service in order to use Common Edge services. in context
• A valid Webex Calling subscription is required for contact center agents who use Webex devices or Webex App, in addition to a Contact Center Standard or Premium agent subscription. in context
• If an agent signs in with a +E.164 number instead of the Webex Calling extension, phone control features such as preferred device and answering from the agent desktop are not available. in context
• An agent with a Webex Calling device chooses Extension under Select your Telephony Option and enters the assigned Webex Calling extension to have contact center calls ring that device. in context
• WebRTC desktop calling is unavailable for Webex Contact Center customers hosted in the Japan data centre. in context
• Cisco does not support agent endpoint devices in the same Webex Calling location as the Webex Contact Center PSTN, so agents' Webex Calling devices belong in a separate location. in context
• Webex Calling and Webex Contact Center must be in the same Webex organization for Webex Calling endpoints to serve as contact center agent devices. in context
• For Webex Contact Center deployments that need more than 250 concurrent calls (IVR plus agent), the Local Gateway trunk must be the Certificate Based type. in context
• Calls arriving at Webex Contact Center over PSTN interconnect must use G.711 u-law or A-law and RFC 2833 DTMF. in context
• Cisco states that Webex Contact Center WebRTC requires a minimum network bandwidth of 100 kbps per call. in context
• Cisco advises running the Advanced CScan tool from every network where WebRTC agents will work, including call centres and remote or work-from-home agents. in context
• To give Webex Contact Center agents WebRTC, an administrator enables WebRTC under Tenant Settings > Voice in Control Hub and selects the Desktop option in the agent's desktop profile Voice Channel options. in context
• As of 2026-09-24, Cisco states WebRTC Desktop support is unavailable for Webex Contact Center customers hosted in its Japan data centre. in context
• Webex Contact Center WebRTC delivers voice media to the agent's browser over the internet without needing a local gateway. in context

Cite this source record

APA

WarmTransfer. (2026, June 25). Set up voice channels for Webex Contact Center. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-2dputx-wxcc-voice-channel-duplicate

BibTeX

@misc{warmtransfer-cisco-help-2dputx-wxcc-voice-channel-duplicate,
  title  = {Set up voice channels for Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-2dputx-wxcc-voice-channel-duplicate},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-04}
}