Webex Dedicated Instance Contact Center integration

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/nmhk7ve/Webex-Dedicated-Instance-Contact-Center-integration

Published

2025-06-27

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

• For Webex Contact Center integration with agents on Webex Dedicated Instance, Cisco directs administrators to build an audio codec preference list with G.711 uLaw first, then G.711 aLaw, then Opus. in context
• Dedicated Instance to Webex Contact Center support requires certificate-based mTLS trunks; registration-based trunks are no longer supported for that integration. in context
• For Webex Contact Center with Dedicated Instance, Cisco documents two placements for agent phones: on Webex Calling multi-tenant with back-office users left on Dedicated Instance, or on Dedicated Instance with PSTN reached by Local Gateway or Cloud Connected PSTN. in context
• Cisco documentation is inconsistent on whether Opus may appear anywhere on the path to Webex Contact Center: the voice-channel article requires every non-G.711 codec to be transcoded before reaching Webex Contact Center, while the Dedicated Instance integration article places Opus third on the codec preference list used for Webex Contact Center integration. disputed in context
• Where UCCX stays on customer premises and its Unified CM moves to Webex Dedicated Instance, the round-trip time between UCCX and the Dedicated Instance Unified CM must be less than 60 ms because JTAPI is latency sensitive. in context
• For Dedicated Instance agents to work with Webex Contact Center, administrators must create/modify an Audio Codec Preference List on the default inter-op SIP trunk's region, ordering codecs as G.711 U-Law first, then G.711 A-Law, then OPUS. in context
• For Webex Dedicated Instance to Webex Calling multitenant Contact Center integration, Cisco requires certificate-based (mTLS) SIP trunks; registration-based trunks are no longer supported for this integration. in context
• Webex Contact Center integrates with Dedicated Instance via 2 deployment options: Option 1, where the agent's phone is on the Webex Calling multitenant platform and call routing crosses to Dedicated Instance for back-office users via a default inter-op SIP trunk; and Option 2, where the agent's phone itself is on Dedicated Instance, using either a Dedicated Instance Local Gateway or multitenant Cloud Connected PSTN (CCP) for PSTN. in context

Cite this source record

APA

WarmTransfer. (2025, June 27). Webex Dedicated Instance Contact Center integration. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-nmhk7ve-webex-di-contact-center

BibTeX

@misc{warmtransfer-cisco-help-nmhk7ve-webex-di-contact-center,
  title  = {Webex Dedicated Instance Contact Center integration},
  author = {{WarmTransfer}},
  year   = {2025},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-nmhk7ve-webex-di-contact-center},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-04}
}