What's new in Webex Calling

Publisher

Cisco Systems

URL

https://help.webex.com/en-us/article/rdmb0/What's-new-in-Webex-Calling

Published

2026-09-05

Updated

unknown

Accessed

2026-09-05

HTTP status

200

License

Cisco proprietary documentation; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• Because AI Receptionist calls carry dedicated CDR fields, the metadata of calls handled by AI Receptionist falls inside the Webex Calling CDR retention regime, which defaults to 400 days, while the audio itself has no published retention statement. inferred in context
• The Webex Calling What's new page states that, as of March 30, 2026, native call recordings and transcripts are integrated into the eDiscovery search and extraction dashboard. in context
• The Webex Calling What's new page lists API support for AI Receptionist under July 28, 2026. in context
• The Webex Calling What's new page lists AI Receptionist for Webex Calling under June 18, 2026, with capabilities including intent-based routing, reporting, native PSTN integration and dedicated CDR fields. in context
• The Webex Calling What's new page lists configurable retention for Webex call recording under October 31, 2025, and references a paid add-on for extra storage when Webex is the recording provider. in context
• Whether Translator Agent actually became available in Webex Calling in the first half of 2026 is unresolved: the February 2026 blog forecast it, but the 'What's new in Webex Calling' page retrieved on 2026-09-30 showed no Translator Agent or call translation entry. disputed in context
• The What's new in Webex Calling article carries an entry dated March 17, 2026 introducing AI Assistant in Webex Calling, which generates live summaries and action items during calls. in context
• Call recording summaries in Webex App were documented before AI Assistant in Webex Calling was introduced, which is consistent with their being separate features. inferred in context
• Cisco introduced AI Receptionist for Webex Calling on 18 June 2026 with intent-based routing, and added multi-language support on 29 July 2026. in context
• Cisco's 22 September 2025 Webex Calling release added the ability to specify call routing when a caller does not respond to the auto attendant menu prompt. in context
• Since a 3 September 2025 What's new entry, Webex Calling Customer Assist can record calls to or from Customer Assist call queues at queue level, and Full Administrators and Compliance Officers can access those recordings. in context
• Since the 7 April 2026 What's new entry, administrators can upload or record custom compliance and call recording announcements instead of the generic messages. in context
• Emergency call recording (for example 911 calls) was announced for Webex Calling in What's new on 25 August 2025. in context
• Since August 2026 the Control Hub PSTN page has a Connections tab, alongside the Orders and Providers tabs, that lists locations as a central view of PSTN offers. in context
• From November 2025, customers in India could use Cloud Connect for PSTN calling through the partner Airtel, with Tata Communications Limited and Tata Tele Business Services announced to follow. in context
• Cisco DECT base stations on Webex Calling can generate PRT logs that admins request and view in Control Hub. in context
• The Control Hub DECT Network page has a support card that generates a serviceability password giving read and write access to all Cisco DECT base stations in that DECT network. in context
• Administrators do not assign ELINs directly to users, workspaces or virtual lines; ELINs are managed as a pool per location, and callbacks to an ELIN in use route to the user who placed the emergency call. in context
• Assigning a hunt group as an emergency callback number was announced in What's new in Webex Calling on March 31, 2025. in context
• The What's new page lists 'Intrado as an Enhanced Emergency Calling provider for Webex Calling' with a date of July 28, 2026. in context
• Webex Calling accepts incoming calls carrying a Priority header marked emergency and, after a workspace places an emergency call, lifts that device's inbound call restriction for 60 minutes so the PSAP can call back. in context
• Cisco added provisioning APIs in January 2025 to configure the executive assistant feature in Webex Calling. in context
• Since November 2025, users with shared lines can see in unified call history who answered or initiated a call on the shared line. in context
• Since February 2025, Webex Calling allows multiple appearances of one user's shared line or virtual line on the same device. in context
• The What's new in Webex Calling page has an entry dated February 12, 2025, titled 'Enable a cost-free hot desk only license', which introduced a licensing and onboarding model for hot desking workspace devices. in context
• A What's new in Webex Calling entry dated May 28, 2026 ('Support user speed dials') describes profiles for hot desk environments that, when applied, enable shared lines, virtual lines, speed dials, monitored lines and call park extensions on the device. in context
• The Customer Assist rename propagated to Partner Hub, Control Hub, User Hub, the Webex App and CSV import templates. in context
• Existing Customer Experience Essentials licenses, agents, supervisors and queues were moved automatically to Customer Assist at no additional cost. in context
• On 15 May 2025 Cisco renamed Webex Customer Experience Essentials to Webex Calling Customer Assist. in context
• The hot desk only licensing and onboarding model was announced in the Webex Calling what's-new entry dated 12 February 2025. in context
• Webex Calling accepts PSAP callbacks marked with an emergency Priority header and lifts the inbound call restriction on the device that placed an emergency call for 60 minutes. in context
• Since an entry dated October 22, 2025, a single Survivability Gateway can be mapped to multiple Webex Calling locations within a campus; the assignment step lets the administrator select several locations. in context
• The What's new in Webex Calling entry dated 24 September 2026 announced support for assigning virtual lines to supported Cisco-managed third-party IP phones. in context
• Customer Assist has an Agent Activity Report with agent activity at shift and session level, added in October 2025. in context
• Auto answer for Customer Assist agents was announced in What's new in Webex Calling in September 2026 and is driven by administrator configuration. in context
• When a Customer Assist queue is enabled for recording, its calls are recorded whether or not the individual agent has recording enabled. in context
• Webex Customer Experience Essentials was renamed Webex Calling Customer Assist, and existing Essentials licenses, agents, supervisors and queues moved to Customer Assist automatically. in context
• The Customer Assist Queue Stats and Queue Agent Stats reports include outbound and call back data. in context
• The February 25, 2025 release note says Webex Go from Certified Calling Providers can be assigned to users in 16 countries: the United States, United Kingdom, France, Austria, Belgium, Denmark, Germany, Italy, Ireland, Luxembourg, Mexico, Netherlands, Poland, Spain, Sweden and Switzerland. in context
• From December 17, 2025, Control Hub shows the AT&T User Guide on the Add Numbers screen for customers whose Webex Go numbers are provisioned through AT&T. in context
• The May 7, 2025 release note introducing DND override says Webex Go adheres to the user's DND policy settings for call notifications, and that enabling the override delivers calls to the Webex Go device. Read literally, this implies adherence without the override, which conflicts with the 'enabled by default' statements. disputed in context
• Webex Go users need a Webex Calling Professional license. in context
• No entry explicitly marked as deprecated or end-of-support with an associated date was found in the portion of the Webex Calling release notes that was read; the page is large and was not read in full, so this is not evidence that none exist. inferred in context
• Feature entries dated within a month of the research date included called-number based call screening with Mutare on 3 September 2026, Cisco Wireless Phone 9821 support and streamlined certificate management for Local Gateways on 31 August 2026, and enhanced recording notification controls and a new Connections tab in Control Hub on 5 August 2026. in context
• The Webex Calling release notes page is a rolling document whose displayed last-updated date equalled the research date, so claims derived from Webex Calling feature availability go stale quickly. in context

Cite this source record

APA

WarmTransfer. (2026, September 5). What's new in Webex Calling. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-rdmb0-whats-new-webex-calling

BibTeX

@misc{warmtransfer-cisco-help-rdmb0-whats-new-webex-calling,
  title  = {What's new in Webex Calling},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-rdmb0-whats-new-webex-calling},
  note   = {Cisco Systems, accessed 2026-09-05}
}