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

Claims citing this source

• 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. fact 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. fact 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. fact 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}
}