Set up voice channels for Webex Contact Center

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/nhy3codb/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

Claims citing this source

• When agents log in to Webex Contact Center, they choose a preferred call destination of 1 of 3 types: Dial Number (a free-form DID-style number, typically +E.164 but not mandatory), Extension (a short internal number matched to a Webex Calling/UC endpoint), or Desktop (WebRTC calling in the browser). fact in context
• Cisco Webex Calling Plan as a Contact Center PSTN option is currently available only for Webex Contact Center trials, and otherwise only in regions where Cisco supports service and/or inbound toll-free numbers. fact in context
• Webex Cloud Connected PSTN (CCP, also called Cloud Connect or CCCP) provides PSTN connectivity in over 65 countries through Certified Calling Providers. fact in context
• Using Cloud Connected PSTN requires the customer to partner directly with a Cloud Connected PSTN (CCP) provider, who handles service initiation/activation, billing, and phone number allocation. fact in context
• Webex Contact Center and Webex Calling share a global network of Common Edge access services, which lets calls route into Webex Contact Center using Webex Calling PSTN services without requiring a Webex Calling subscription. fact in context
• Webex Contact Center PSTN does not support international dialing; it only delivers calls to/from North American Numbering Plan destinations in the lower 48 states or Canada. fact in context
• Webex Contact Center PSTN (the Cisco-billed PSTN bundle) is available only in the contiguous United States and Canada. fact in context
• When an entry point is configured with both an E.164 number and an extension, Webex Contact Center always reports the call against the E.164 number even if the extension was actually dialed. fact in context
• An Entry Point is the configuration object that associates an inbound telephone number with an IVR service flow (a Webex CC Flow) in Webex Contact Center; inbound numbers must be mapped to entry points as part of PSTN provisioning. fact in context
• Agents can connect to Webex Contact Center via 5 methods: Webex PSTN inter-connectivity (PSTN DID or cellular agents), Webex Calling registered endpoints (MPP devices or Webex App, requiring a valid Webex Calling subscription), WebRTC Agent Desktops, premise-based PBX/PSTN agents, or Microsoft Teams agents via Local Gateway Direct SIP Routing. fact in context
• Webex Contact Center administrators can choose from 3 Webex Cloud PSTN interconnectivity options: Webex Contact Center PSTN, Webex Cloud Connected PSTN, and Cisco Calling Plan, plus an on-premises option, Webex Calling Local Gateway. fact in context
• Calls arriving at Webex Contact Center must use codec G.711uLaw or G.711aLaw with DTMF via RFC2833; any other codec (G.729, iLBC, Opus, etc.) must be transcoded externally before reaching Webex Contact Center, since Webex Contact Center provides no transcoding or media termination point service. fact in context
• Webex Calling Local Gateway lets a customer keep its existing on-premises PSTN carrier while providing access in over 140 markets globally. fact in context
• Local Gateway deployments for Webex Contact Center requiring more than 250 concurrent calls (IVR plus agent calls combined) must use a Certificate Based trunk type, which encrypts SIP and RTP toward the Webex Global Media network; a Registration Based trunk is used for up to 250 concurrent calls. fact in context
• The Local Gateway is the customer's own Session Border Controller (SBC), which registers with Webex Calling and routes calls between Webex Calling and on-premises resources such as agents or existing PSTN connectivity. fact in context
• For call quality, Webex Contact Center supports at most a single upstream/northbound PSTN carrier forwarding calls into the connected PSTN service (Cloud Connected PSTN, Local Gateway, or Webex Contact Center PSTN); forwarding through a second intermediary carrier before reaching Webex Contact Center is explicitly unsupported due to added latency. fact in context
• All new Webex Contact Center subscriptions automatically include Webex Calling PSTN services needed for Common Edge; tenants provisioned before October 2024 may need their partner to add Webex Calling PSTN service to use Common Edge services. fact in context
• Administrators can assign a 'PSTN Region' to an entry point's telephone number in Control Hub, which determines where in Webex's global edge network the contact center processes that call's voice media, to minimize latency for geographically distributed deployments. fact in context
• Webex Contact Center's SIP interoperability requirements state SIP Early Offer is not supported (listed as a future roadmap item), SIP Delayed Offer is supported, and SIP Early Media is not supported (also a future roadmap item); the SDP packetization timer must be 20ms. fact in context
• The 2 help.webex.com voice-channel setup URLs (article IDs nhy3codb and 2dputx) serve byte-for-byte identical article HTML/body content; they are the same document published under 2 different article IDs, not a redirect and not distinct content. fact in context
• Cisco does not recommend enabling voicemail on an agent line, because an incorrectly configured setup could let a customer call go to voicemail while the contact center believes the call was answered normally. fact in context
• WarmTransfer infers that Cisco has withdrawn vPOP as a documented Webex Contact Center PSTN option, because the onboarding guide has been expired and the current voice-channel article's change log records removing its vPOP reference. No end-of-sale or end-of-service notice was found to confirm this. inference in context
• Cisco's change log for the current Webex Contact Center voice-channel article records a 25 June 2026 edit titled 'Removed reference to VPoP', and the separate vPOP Onboarding Guide article no longer serves content. fact in context
• WebRTC agent calling requires a minimum network bandwidth of 100kbps per call. fact in context
• WebRTC Desktop support for agents is currently unavailable for Webex Contact Center customers hosted in the Japan data center. fact 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-nhy3codb-wxcc-voice-channel

BibTeX

@misc{warmtransfer-cisco-help-nhy3codb-wxcc-voice-channel,
  title  = {Set up voice channels for Webex Contact Center},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-nhy3codb-wxcc-voice-channel},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-04}
}