Set up voice settings for Webex Contact Center

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/gsmsaeb/Set-up-voice-settings-for-Webex-Contact-Center

Published

2026-06-10

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

• Webex Contact Center's Short Call Threshold is a tenant voice setting in seconds that decides whether a call is short or abandoned, and it defaults to 0 seconds for a new tenant. in context
• Webex Contact Center's Sudden Disconnect Threshold, defaulting to 30 seconds, decides whether an agent-connected call counts as handled or as ended suddenly. in context
• Short-abandon defaults differ: Genesys Cloud's short abandon interval defaults to under 6 seconds, while a new Webex Contact Center tenant's Short Call Threshold is 0 so no abandons are treated as short until changed. inferred in context
• Entry points in Webex Contact Center are mapped to dialled numbers in Control Hub under Services, Contact Center, Tenant Settings, Voice, accepting single numbers or ranges, and a toll-free entry point mapping requires the corresponding Cisco PSTN entitlement. in context
• Dial numbers are added to a Webex Contact Center tenant at Control Hub > Services > Contact Center > Tenant Settings > Voice, where an available number is selected and the entry point it maps to is chosen. in context
• 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. in context
• 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. in context
• 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. in context
• 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. in context
• 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 in context
• 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. in context
• A Webex Contact Center agent receives calls in the browser by choosing the Desktop telephony option under Station Credentials when signing in to Agent Desktop. in context
• In Webex Contact Center, WebRTC browser calling is enabled by default for a new tenant. in context
• A dial number must be mapped to an entry point before it can be the Default Outdial ANI; otherwise the Default Outdial ANI field shows Not Configured. in context
• When the telephony type is Cisco PSTN and the tenant lacks the Bundle 2 inbound toll-free number access add-on, a toll number should be used to map an entry point. in context
• The Webex Contact Center Short Call Threshold, set under Tenant Settings > Voice, determines whether a call is classed as short or abandoned and defaults to 0 seconds. in context
• The Webex Contact Center Sudden Disconnect Threshold is a time interval in seconds that decides whether a call that ends soon after reaching a destination counts as handled by the agent or as a sudden disconnect; its default for a new tenant is 30 seconds. in context
• The Sudden Disconnect Threshold is set in Control Hub under Services > Contact Center > Tenant Settings > Voice. in context
• The WebRTC tenant voice setting lets agents and supervisors make and receive calls in the browser, and it is enabled by default for new tenants. in context
• The tenant's default outdial dial number is shown as the customer's caller ID when an agent does not select a specific outdial ANI for an outdial call. in context
• The Webex Contact Center Default Outdial ANI is the tenant's default dial number for outdial calls, and a number must be mapped to an entry point to be eligible. in context
• The WebRTC tenant setting, which lets agents and supervisors make and receive calls in the browser via the Desktop option under Station Credentials, is enabled by default for a new tenant. in context
• Dial numbers are mapped to entry points in Control Hub under Contact Center > Tenant Settings > Voice by selecting an available number or DN and the target entry point. in context
• The Webex Calling location main number does not appear in the list of numbers available for dial number to entry point mapping. in context
• A dial number must be mapped to an entry point to be available as the default outdial ANI, and the Default Outdial ANI field shows Not Configured when the number is not mapped. in context
• No retrieved Cisco source states what a caller hears (fast busy, reorder, announcement or silence) when a dialed number is not mapped to an entry point or the flow errors, so symptom-to-cause mapping by audible tone cannot be sourced. inferred in context
• For Cisco-provided Webex Contact Center PSTN, mapping toll-free numbers requires the Bundle 2 inbound toll-free number access add-on; without it toll numbers must be used. in context
• An empty Outdial ANI drop-down in campaign dialer configuration most likely means no suitable dial number is mapped to an entry point in Control Hub, so the mapping should be checked before suspecting the carrier. inferred in context
• A dial number must be mapped to an entry point to be available as the tenant's Default Outdial ANI, and by default the first dial number mapped to an entry point is shown as the default. in context
• If no dial number is mapped to an entry point, the Default Outdial ANI field shows Not Configured. in context
• If an agent does not select a specific outdial ANI for an outdial call, the customer's caller ID shows the default outdial ANI dial number. in context
• Administrators set the organization's Default Outdial ANI in Control Hub by choosing a number from the Default Outdial ANI drop-down in the contact center voice settings. in context
• By default, the first dial number mapped to an entry point is displayed as the Default Outdial ANI; if no dial number is mapped to an entry point, the field shows Not Configured. in context
• A dial number must be mapped to an entry point to be available as the Default Outdial ANI. in context
• The organization-wide default outdial ANI is used unless a default ANI is configured within an outdial ANI list linked to the agent's desktop profile, which overrides it for those agents. in context
• A dial number must be mapped to an entry point before it can be chosen as the tenant default outdial ANI. in context
• Concurrent Voice Contact Entitlements are calculated as ((committed Standard Agent licenses + committed Premium Agent licenses) x 3) + Add-on IVR port licenses. in context
• Once the tenant's maximum concurrent voice contact threshold is reached, the contact center drops further inbound or outbound voice contacts. in context
• The tenant default outdial ANI is overridden for an agent when a specific default ANI is configured inside an Outdial ANI list that is linked to the agent's desktop profile. in context
• When the tenant call recording setting is Yes the system records all inbound and outdial calls; when it is No, recording follows each queue's settings. in context
• The default voice contact surge percentage, the share of sessions allowed above the concurrent voice contact entitlement, is 30%. in context
• The tenant voice settings hold a Default outdial ANI: the dial number shown as the customer's caller ID when an agent does not select a specific outdial ANI. in context
• When a customer sees an unexpected caller ID on an outdial call, the presented number is determined in this order: the ANI the agent selected in the Desktop, else the default ANI of the Outdial ANI list on the agent's desktop profile if one is set, else the tenant Default outdial ANI. inferred in context
• The tenant Record all calls toggle is enabled by default for new tenants. in context
• With the tenant Record all calls toggle off, calls are recorded according to individual queue settings. in context
• With the tenant Record all calls toggle on, the system records all inbound and outdial calls. in context
• The tenant-wide Record all calls toggle is in Control Hub under Services > Contact Center > Tenant Settings > Voice. in context
• The tenant voice setting 'Record all calls' set to Yes records all inbound and outdial calls; set to No, calls are recorded according to each queue's settings. in context
• For a new Webex Contact Center tenant, the 'Record all calls' setting is enabled by default. in context
• With the default Short Call Threshold of 0 seconds, a caller who hangs up within a second or two is classified as abandoned rather than short, so abandoned counts can look higher than on a platform that had a non-zero short-call filter. inferred in context
• The default Short Call Threshold for a new Webex Contact Center tenant is 0 seconds. in context
• The Webex Contact Center voice tenant setting Short Call Threshold is the time interval, in seconds, that determines whether a call is classified as short or abandoned. in context
• The default Sudden Disconnect Threshold in Webex Contact Center voice settings is 30 seconds. in context
• The Webex Contact Center voice tenant setting Sudden Disconnect Threshold is the time interval, in seconds, that determines whether the agent handled the call or the call simply ended. in context
• Concurrent Voice Contact Entitlements are view-only in tenant voice settings, derived from agent licenses and IVR port add-ons. in context
• Under Tenant Settings > Voice, Record all calls is enabled by default for new tenants and WebRTC is enabled by default. in context
• The number of concurrent voice contact sessions a Webex Contact Center tenant is entitled to is computed as ((committed Standard Agent licenses + committed Premium Agent licenses) x 3) + number of Add-on IVR port licenses; this entitlement value cannot be modified directly by the customer. in context
• The default surge percentage that allows a tenant's concurrent voice contacts to exceed its base entitlement is 30%. in context
• If the calculated Maximum Concurrent Voice Contact Threshold is insufficient for a customer's needs, the customer must submit a service request to Cisco Support to have the value adjusted rather than changing it themselves in Control Hub. in context
• A customer cannot map a toll-free number to an entry point without the appropriate entitlement; on Cisco PSTN telephony type, this requires the 'Cisco Bundle 2: Inbound toll-free number access' add-on. in context
• WebRTC is enabled by default for a new Webex Contact Center tenant, allowing agents/supervisors to make or receive calls directly in the browser via the Desktop option. in context
• For 0-commitment orders, the default Concurrent Voice Contact Entitlement is 100 plus the number of Add-on IVR port licenses. in context

Cite this source record

APA

WarmTransfer. (2026, June 10). Set up voice settings for Webex Contact Center. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-gsmsaeb-wxcc-voice-settings

BibTeX

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