Troubleshoot Webex Calling calls in Control Hub

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/frj1efb/Troubleshoot-Webex-Calling-Media-Quality-in-Control-Hub

Published

2026-09-01

Updated

unknown

Accessed

2026-09-05

HTTP status

200

License

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

Source notes citing this source

• Webex Calling troubleshooting in Control Hub grades the end-to-end call experience as good when packet loss is under 5%, latency or RTT is under 400 ms and jitter is under 150 ms. in context
• Webex Calling Control Hub grades an individual media relay hop as good when packet loss is under 2.5%, latency or RTT is under 200 ms and jitter is under 75 ms. in context
• Control Hub Webex Calling troubleshooting lets you view calls for the past 21 days. in context
• Accessing Webex Calling troubleshooting in Control Hub requires the full admin, read-only admin or support admin role. in context
• In Control Hub Webex Calling troubleshooting, endpoint media quality is good when packet loss is under 5 percent, latency or RTT is under 400 ms, and jitter is under 150 ms. in context
• For a hop at a Webex Calling cloud media relay point, Control Hub grades quality good when packet loss is under 2.5 percent, latency or RTT under 200 ms, and jitter under 75 ms. in context
• Control Hub does not provide Webex Calling media quality metrics for analog phones, IPv6 endpoints, or customers based in India. in context
• Webex Calling troubleshooting in Control Hub takes jitter, packet loss and latency from each registered Webex Calling endpoint and from the media relay point in the Webex Calling cloud. in context
• The Control Hub minute-by-minute view shows latency, packet loss, jitter and media bitrate for Webex clients and RoomOS endpoints only; PhoneOS support is described as planned. in context
• The Webex Calling troubleshooting article grades quality on loss, latency and jitter thresholds and does not document a MOS value for Webex Calling calls. inferred in context
• Webex Calling call troubleshooting in Control Hub covers calls from the past 21 days and requires the full admin, read-only admin or support admin role. in context
• Webex Calling troubleshooting in Control Hub grades an endpoint as good when packet loss is under 5%, latency or RTT is under 400 ms, and jitter is under 150 ms. in context
• Webex Calling grades a media relay point (hop) in the Webex cloud as good when packet loss is under 2.5%, latency or RTT is under 200 ms, and jitter is under 75 ms. These limits are tighter than the endpoint thresholds. in context
• The Webex Calling hop details view shows per-hop send and receive network metrics, along with endpoint IP, codec and device type, so an admin can tell whether poor quality originates at the caller, the callee or the cloud path. in context
• Webex Calling processes media quality metrics from Cisco devices and from supported third-party Polycom, Yealink and AudioCodes devices. Analog phones and IPv6 endpoints do not provide metrics. in context
• Webex Calling troubleshooting offers a minute-by-minute media quality view (latency, packet loss, jitter, bitrate, CPU and memory) for Webex clients and RoomOS endpoints, which helps locate brief bad periods in long calls. in context
• The Webex Calling media quality grade is defined only by loss, latency and jitter and the article does not mention echo, so a call graded good in Control Hub can still carry echo. inferred in context
• Webex Calling Control Hub troubleshooting grades a call's media quality as good when the endpoint reports packet loss under 5%, latency or RTT under 400 ms, and jitter under 150 ms. in context
• Control Hub call troubleshooting shows Webex Calling calls from the past 21 days. in context
• In Control Hub call troubleshooting, exceeding any single threshold (loss, latency or jitter) marks the endpoint or hop as poor. in context
• Control Hub grades a Webex Calling endpoint's experience as good only when packet loss is below 5%, latency or RTT is below 400 ms and jitter is below 150 ms. in context
• Control Hub grades a Webex Calling cloud media relay hop as good only when packet loss is below 2.5%, latency or RTT is below 200 ms and jitter is below 75 ms. in context
• Control Hub's 'good' grading limits (400 ms RTT, 150 ms jitter, 5% loss) are far looser than Cisco's readiness targets (100 ms one-way, 10 ms jitter, 0.5% loss), so a network whose calls grade good can still fail readiness. inferred in context
• Webex Calling Troubleshooting treats endpoint media as within threshold at packet loss under 5%, latency/RTT under 400 ms and jitter under 150 ms, with tighter media-relay-point thresholds of 2.5%, 200 ms and 75 ms. in context
• Webex Control Hub Troubleshooting lets admins search successful, failed and refused Webex Calling calls for the past 21 days. in context
• Webex Calling Troubleshooting does not support IPv6 endpoints or analog phones, does not provide media quality metrics for India-based customers, and does not draw conference, queue-supervisor or hold legs in the call summary diagram. in context
• Webex Calling call troubleshooting in Control Hub requires the full admin, read-only admin or support admin role. in context
• Webex Calling troubleshooting classifies media paths as on-net optimized (direct via ICE), on-net unoptimized (through the Webex cloud when ICE fails), on-net cloud hosted, off-net via Cloud Connected PSTN provider, and off-net via Local Gateway. in context
• The Webex Calling troubleshooting article says media quality metrics and network-side originating and terminating flows are not available for analog phones or IPv6 endpoints. in context
• The Webex Calling call troubleshooting view in Control Hub flags calls with no media and gives causes such as Webex not receiving media from the sender, from the receiver, or from the Local Gateway. It also shows which party is liable. in context
• Vendor good/poor jitter thresholds differ by roughly five times (Webex Calling endpoint 150 ms vs Teams CQD audio 30 ms), so a poor grade on one platform cannot be carried over as a poor grade on another. inferred in context
• Webex Calling troubleshooting in Control Hub grades an endpoint as good when packet loss is under 5%, latency or RTT under 400 ms and jitter under 150 ms. in context
• Webex Calling troubleshooting grades a media relay point hop as good when packet loss is under 2.5%, latency or RTT under 200 ms and jitter under 75 ms. in context
• The Webex Calling Control Hub troubleshooting article lists latency, packet loss, jitter and media bitrate as audio metrics and does not describe a MOS value. inferred in context
• The Webex Calling minute-by-minute media quality view is available for Webex clients and RoomOS endpoints but not for MPP phones or Cisco-managed third-party endpoints. in context
• For Webex Calling PSTN calls, the end-to-end experience and receive stream metrics of the PSTN-side party are not available because they are not transmitted to the Webex Calling cloud. in context
• Webex Calling troubleshooting in Control Hub lets admins view calls for the past 21 days. in context
• Access to the Webex Calling troubleshooting view requires the full admin, read-only admin or support admin role in Control Hub. in context
• In Webex Calling troubleshooting a Correlation ID ties together the call legs of the same call session, and calls can be searched by email, phone number, MAC address, call ID or correlation ID. in context
• Webex Calling call troubleshooting is under Control Hub Monitoring > Troubleshooting and needs the full admin, read-only admin or support admin role. in context
• Control Hub call troubleshooting shows Webex Calling calls for the past 21 days, and a call appears only after it ends. in context
• Control Hub grades endpoint media as good when packet loss is under 5%, latency (RTT) under 400 ms and jitter under 150 ms; media relay points use stricter limits of 2.5%, 200 ms and 75 ms. in context
• Control Hub call troubleshooting searches by email, phone number, MAC address, call ID or correlation ID and returns calls from the past 21 days. in context
• Webex Calling call troubleshooting in Control Hub is at Monitoring > Troubleshooting and requires the full admin, read-only admin or support admin role. in context
• The Control Hub troubleshooting view for Webex Calling, under Monitoring > Troubleshooting, shows individual calls from the past 21 days. in context
• A CSV export from the Webex Calling troubleshooting view contains at most 100 records. in context
• In the troubleshooting view, an endpoint's experience is rated good when packet loss is under 5%, round-trip latency is under 400 ms and jitter is under 150 ms. in context
• For off-net PSTN calls, the troubleshooting view shows metrics only for the Webex-registered user, together with media relay metrics. in context
• In the troubleshooting view, the media relay point is rated good when packet loss is under 2.5%, round-trip latency is under 200 ms and jitter is under 75 ms. in context
• Using the Webex Calling troubleshooting view requires the full admin, read-only admin or support admin role in Control Hub. in context
• Calls in the troubleshooting view can be searched by email address, phone number, MAC address, call ID or correlation ID, and partial search is supported for phone numbers, user names and device names. in context
• The Control Hub call troubleshooting view shows calls from the past 21 days and splits each call into segments, one per hop, such as caller to auto attendant and auto attendant to user. in context
• The outcome reason Refusal - AdminCallBlock means the call was rejected by the organization's block list; UserCallBlock means the calling number is on the user's own block list. in context
• The outcome reason Refusal - LocalGatewayLoop means a loop was detected between the Local Gateway and Webex Calling. in context
• The outcome reason Failure - MaxConcurrentTerminatingAlertingRequestsExceeded means the limit on simultaneous unanswered (alerting) calls was exceeded. in context
• The outcome reason Failure - NoRouteToDestination means no route to the destination was available. in context
• The troubleshooting view classifies each call's status as Successful, Refusal or Failure, and gives a call outcome reason. in context
• The outcome reason Refusal - UnassignedNumber means the dialed number is not assigned to any user or service. in context
• The Control Hub troubleshooting view shows Webex Calling calls from the past 21 days and can search by email address, phone number, MAC address, Call ID or Correlation ID. in context
• The Webex Calling troubleshooting view is at Control Hub > Monitoring > Troubleshooting and requires the full admin, read-only admin or support admin role. in context
• A CallRejected refusal citing outgoing call permissions points the investigation at permissions or digit patterns, whereas a NoRouteToDestination failure or a PSTN-side SIP failure code points at dial plan, trunk or PSTN connectivity. inferred in context
• The Control Hub call troubleshooting search covers calls from the past 21 days. in context
• The refusal outcome reasons listed for the Control Hub troubleshooting view include AdminCallBlock, UserCallBlock and LocalGatewayLoop. in context
• Failure outcome reasons listed for the Control Hub troubleshooting view include DestinationOutOfOrder, SIP501, SIP503, ProtocolError, SIP606, NoRouteToDestination, Internal and MaxConcurrentTerminatingAlertingRequestsExceeded. in context
• The hop details view shows the inbound or outbound trunk and route group when a Local Gateway is involved in the call, and the PSTN vendor name when PSTN is involved. in context
• A call with no available route to the destination is shown in the Control Hub troubleshooting view as a failure with the NoRouteToDestination outcome. in context
• A call blocked by outgoing call permissions appears in the Control Hub troubleshooting view as a refusal with the CallRejected outcome, described as rejected due to outgoing call permissions. in context
• The Control Hub call troubleshooting view requires the full admin, read-only admin or support admin role. in context
• Control Hub classifies each call in the troubleshooting view as successful, refused or failed, and hovering over the status of an unsuccessful call shows its outcome code. in context
• A call to an unassigned destination number is shown in the Control Hub troubleshooting view as a refusal with the UnassignedNumber outcome. in context
• The Control Hub troubleshooting view exposes calls from the past 21 days. in context
• Media quality metrics and originating and terminating network-side flows are not available for analog phones or for endpoints using internet protocol version 6. in context
• In some call park and retrieve scenarios only 1 call leg appears and the administrator must manually correlate the 2 legs using a common entity such as overlapping time; Cisco names a future enhancement to remove that need without giving a date. in context
• A call segment is 1 direct hop or connection between 2 participants and is the unit the troubleshooting view's hop model is built on. in context
• A call in the troubleshooting view carries 1 of 3 statuses: successful, refusal or failure. in context
• Webex Calling calls appear in the troubleshooting view only after the call ends, where meetings can be viewed while in progress. in context
• For an off-net call through a cloud connected public telephone network provider, the end-to-end experience and receive stream metrics of the caller on the public network are not available because those metrics are not transmitted to the Webex Calling cloud. in context
• A correlation identifier ties together multiple call segments or call legs belonging to the same call. in context
• Export from the troubleshooting view is capped at 100 troubleshooting call records per comma-separated values file. in context
• A Webex Calling call is graded good when the endpoint reports packet loss below 5 percent, latency or round trip time below 400 milliseconds, and jitter below 150 milliseconds. in context
• Cisco names 5 supported call flow types for troubleshooting: on-net optimized, on-net unoptimized, on-net cloud hosted, and off-net through a cloud connected public telephone network provider or through a local gateway. in context
• Cisco states the geolocation derived from a public address is not accurate when the endpoint connects over private network connect, or when a Webex App user reaches the enterprise through a virtual private network. in context
• A good quality call is 1 where every media session within the call was categorised as good quality. in context
• A hop is graded good when the media relay point reports packet loss below 2.5 percent, latency or round trip time below 200 milliseconds, and jitter below 75 milliseconds. in context
• On an on-net optimized call where interactive connectivity establishment succeeds, the cloud media relay is removed from the path and media flows directly between the devices. in context
• Cisco states that media quality metrics are not currently supported for customers based in India and that support is planned for a later date. in context
• Local and public internet protocol addresses in the hop details view are partially masked to preserve users' personal identity. in context
• For an off-net call through a local gateway, the end-to-end experience and receive stream metrics of the callee are not available because those metrics are not transmitted to the Webex Calling cloud. in context
• The minute-by-minute view is available only for calls handled through Webex clients and RoomOS endpoints, is not available for multiplatform phones or Cisco-managed third-party endpoints, and is stated as coming for PhoneOS clients in the future. in context
• Cisco instructs administrators not to use a missing network field as evidence of a network fault and to look for a repeatable pattern across affected calls instead. in context
• Network infrastructure details are collected only when an administrator explicitly turns on the setting allowing Cisco to collect network details under organisation settings, and that setting is off by default. in context
• RoomOS network infrastructure coverage splits by release: switch chassis identifier, switch port identifier and wireless basic service set identifier arrive in RoomOS 26.9.1 of September 2026, and switch name and wireless network name in RoomOS 26.10.1 of October 2026. in context
• No source read in this tranche states an application programming interface or programmatic export for troubleshooting or media quality data; the only documented mechanisms are per-call file downloads capped at 100 records. inferred in context
• Cisco maps no-media conditions to the party responsible for fixing them: media not received from a local gateway is for the customer administrator to investigate, while media not received from cloud public network or not sent to the receiver is addressed by Webex engineering. in context
• Overall call quality takes 1 of 3 values: poor when either party had a poor end-to-end experience, good when neither exceeded the thresholds, and none or not available when no media quality data exists. in context
• For public telephone network calls through a cloud connected provider or a local gateway, hop data is collected from the Webex Calling cloud and not from the public network endpoint. in context
• Quality grading applies to Webex Calling calls only and does not apply to Webex meetings or Call on Webex sessions in the same search interface. in context
• A different section of the same troubleshooting article states that entering the first 3 to 8 digits of a phone number shows matching entries and that more than 8 digits attempts an exact match. disputed in context
• The troubleshooting article's search view section states that entering the first 2 digits of a phone number lists possible numbers and that entering digits then pressing enter attempts an exact match. disputed in context
• A call segment is typically composed of 2 call detail records, an originating and a terminating leg, but a public switched telephone network call may generate only the terminating leg from the Webex Calling perspective. in context
• Webex Calling captures and processes media quality metrics from 3 named third-party device vendors: Polycom, Yealink and AudioCodes. in context
• Opening the Webex Calling troubleshooting view requires the full administrator, read-only administrator or support administrator role in Control Hub. in context
• Cisco names 3 causes of media path optimization failure: unsuccessful access to the session traversal utilities server, a failed connectivity check, and the default path's round trip time being similar to or better than any optimized path. in context
• Cisco states that the troubleshooting view helps identify the problem area by providing relevant metrics and cannot necessarily provide the root cause of a poor call. in context
• The trunk and route group fields appear only when a local gateway is involved in the hop, and the public network vendor name field only when the public telephone network is involved. in context
• Cisco states that the media server used to collect or deposit voicemail does not report metrics, and asserts that the quality of that segment is internal and always high quality and low latency. inferred in context
• Control Hub Webex Calling call troubleshooting reports call outcome reasons grouped as Success (for example Normal, UserBusy, NoAnswer), Refusal (for example CallRejected, UnassignedNumber) and Failure (for example DestinationOutOfOrder, NoRouteToDestination, Internal). in context
• Control Hub call troubleshooting for Webex Calling shows calls from the past 21 days and lets you search by email, phone number, MAC address, Call ID or Correlation ID. in context
• Opening the Control Hub Webex Calling troubleshooting view requires the full admin, read-only admin or support admin role. in context
• The Control Hub call troubleshooting article covers Webex Calling calls and does not mention Webex Contact Center, so it should not be assumed to show the contact-center leg of a call; at most it may show the Webex Calling legs (for example an Extension agent's device). inferred in context
• Control Hub's Webex Calling call troubleshooting view shows calls from the past 21 days and includes PSTN legs through Cloud Connected PSTN and Local Gateway with trunk and route group details. in context
• Access to the Control Hub Webex Calling troubleshooting view requires the full admin, read-only admin or support admin role. in context
• The Control Hub Webex Calling troubleshooting view searches successful, failed and refused calls with hop-by-hop media statistics for the past 21 days. in context
• Only Control Hub full, read-only or support administrators can open the Webex Calling call troubleshooting view. in context
• The Control Hub Webex Calling troubleshooting article does not say whether the agent leg of a Webex Contact Center call appears in that view, so its use for WxCC no-audio cases is unconfirmed. inferred in context

Cite this source record

APA

WarmTransfer. (2026, September 1). Troubleshoot Webex Calling calls in Control Hub. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-frj1efb-troubleshoot-wxc-calls

BibTeX

@misc{warmtransfer-cisco-help-frj1efb-troubleshoot-wxc-calls,
  title  = {Troubleshoot Webex Calling calls in Control Hub},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-frj1efb-troubleshoot-wxc-calls},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-05}
}