Source record · tier 2 current vendor documentation

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

Claims citing this source

The Control Hub troubleshooting view exposes calls from the past 21 days. fact 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. fact 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. fact 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. fact in context
A call in the troubleshooting view carries 1 of 3 statuses: successful, refusal or failure. fact in context
Webex Calling calls appear in the troubleshooting view only after the call ends, where meetings can be viewed while in progress. fact 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. fact in context
A correlation identifier ties together multiple call segments or call legs belonging to the same call. fact in context
Export from the troubleshooting view is capped at 100 troubleshooting call records per comma-separated values file. fact 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. fact 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. fact 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. fact in context
A good quality call is 1 where every media session within the call was categorised as good quality. fact 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. fact 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. fact 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. fact in context
Local and public internet protocol addresses in the hop details view are partially masked to preserve users' personal identity. fact 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. fact 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. fact 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. fact 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. fact 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. fact 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. inference 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. fact 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. fact 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. fact 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. fact 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. fact in context
Webex Calling captures and processes media quality metrics from 3 named third-party device vendors: Polycom, Yealink and AudioCodes. fact in context
Opening the Webex Calling troubleshooting view requires the full administrator, read-only administrator or support administrator role in Control Hub. fact 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. fact 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. fact 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. fact 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. inference 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}
}