Set up voice channels for Webex Contact Center

Publisher

Cisco Systems, Inc.

URL

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

Published

2026-06-25

Updated

unknown

Accessed

2026-09-16

HTTP status

200

License

Cisco proprietary documentation; use governed by Cisco website terms of use; no-redistribution; short excerpts and locators only

Source notes citing this source

• Cisco Calling Plan is supported with Webex Contact Center only in regions where Webex Calling supports service numbers and for Webex Contact Center trials, with Cisco operating as the PSTN carrier in a single bill. in context
• Webex Calling Cloud Connected PSTN provides connectivity in over 65 countries through Certified Calling Providers, and numbers provisioned through it are stored in plus-E.164 format. in context
• Calls reaching the Webex Contact Center media edge must use G.711uLaw or G.711aLaw. in context
• Webex Calling components including PSTN connectivity and agent endpoints should be configured and validated prior to the configuration of the Webex Contact Center tenant, because pre-configuring them significantly accelerates the deployment and simplifies the process. in context
• SIP Delayed Offer is supported toward Webex Contact Center while SIP Early Offer and SIP Early Media are not supported and are described as roadmap items. in context
• DTMF toward the Webex Contact Center media edge must be RFC2833. in context
• A Webex Calling Local Gateway lets a customer retain their current on-premises PSTN carrier while providing access in over 140 markets globally, with third-party session border controllers supported alongside Cisco CUBE. in context
• A registration-based Webex Calling Local Gateway processes up to 250 concurrent calls into Webex Contact Center, and deployments needing more than 250 concurrent calls including IVR and agent legs must select a certificate-based trunk. in context
• A tenant whose service details are wrong should be raised with the Cisco account team, customer success manager or partner, because the administrator cannot self-correct the telephony selection. in context
• The packetization timer in SIP SDP toward the Webex Contact Center media edge is 20ms. in context
• Webex Contact Center supports plus-E.164 number formats, numbers provisioned through Cloud Connected PSTN or Local Gateway are stored in that format, and CUBE or approved third-party SBCs can be configured for plus-E.164 globalization. in context
• Tenants provisioned before October 2024 may need their partner to add Webex Calling PSTN service before they can use Common Edge services. in context
• Cisco does not support endpoint devices sitting in the same Webex Calling location as the Webex Contact Center PSTN location, and doing so might result in unexpected customer overage charges on the Webex Contact Center subscription. in context
• The Webex Contact Center RONA timer default is 18 seconds and specifies the time within which an agent answers a call or task; if it expires before voicemail rings the call requeues within the contact center and routes to the next available agent. in context
• The Telephony and Voice Media Platform choices are grayed out after tenant provisioning and activation and cannot be changed without Cisco intervention, so a tenant provisioned with the wrong telephony option must be reopened with Cisco rather than corrected in Control Hub. in context
• Virtual Desktop Infrastructure does not support WebRTC for the Webex Contact Center agent desktop. in context
• The Desktop WebRTC option is not available for customers hosted in the Japan data center. in context
• Webex Contact Center PSTN is available in the contiguous United States and Canada only, with Cisco acting as the PSTN carrier, and it does not support international dialing. in context
• Routing calls to Webex Contact Center through the shared Common Edge services does not require a Webex Calling subscription, so a tenant can take contact centre calls over the Webex Calling edge without owning the calling product. in context
• The Dial Number option takes a free-form numeric entry that must be reachable through Webex PSTN and routing, and using it means phone control features such as the preferred device and answering from the agent desktop are not available. in context
• When an entry point has both an E.164 number and an extension, the contact center always reports the call to the E.164 number even if the extension was dialed, because the phone number takes priority over the extension. in context
• The Extension option is a short-form internal number that the sign-in attempts to match to a registered Webex Calling endpoint, and matching it unlocks phone control features such as choosing a preferred device. in context
• Locations must have a primary number, prefixes are recommended when multiple locations exist, mixing prefixed and non-prefixed locations and overlapping extensions across locations can both cause unexpected routing, and Cisco recommends Enterprise Significant Numbers for all internal calls to and from Webex Contact Center. in context
• Webex Contact Center does not provide transcoding or media termination point services, so calls using unsupported codecs such as G.729, iLBC or Opus must be transcoded before reaching the media edge locations. in context
• Cisco does not recommend enabling voicemail on an agent line, because if voicemail rings before the RONA timer expires the unanswered call forwards to the agent's voicemail box instead of requeueing. in context
• A Webex Contact Center tenant must be connected to the PSTN and must have at least one PSTN connection to receive and place calls, so the telephony setting alone does not make a tenant able to take calls. in context
• Reaching Microsoft Teams endpoints as contact centre agents uses Local Gateway Direct SIP routing that requires a registration- or certificate-based Local Gateway on Cisco CUBE or a third-party SBC with presence synchronization to the agent desktop, and Cisco does not support connecting Webex Calling PSTN delivered calls directly to Microsoft Teams endpoints. in context
• In Control Hub under Contact Center > Settings > Service Details, a Webex Contact Center tenant configured to use the shared Webex edge should show Voice Media Platform set to Real Time Media Service and Telephony set to Webex Calling, and the voice channels article instructs administrators to verify both before configuring anything else. in context
• Administrators should successfully make inbound and outbound calls using the chosen Webex Calling PSTN connectivity option before finishing the remaining contact centre configuration tasks. in context
• An active Webex Calling subscription is used to connect voice services into Webex Contact Center as well, so the same subscription covers both the calling estate and the contact centre voice path. 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-b

BibTeX

@misc{warmtransfer-cisco-help-nhy3codb-wxcc-voice-channel-b,
  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-b},
  note   = {Cisco Systems, Inc., accessed 2026-09-16}
}