# Troubleshooting calling in the Webex App

Canonical: https://warmtransfer.net/knowledge/webex-app-calling-troubleshooting

Last verified: 2026-10-01

Troubleshooting calling in the Webex App requires diagnosing registration states, administrative configurations, client-level behavior, and network paths across supported environments[^32][^33]. Depending on the deployment, issues manifest as platform-specific error codes, audio path degradation, or peripheral and notification anomalies[^49][^56][^41][^31].

## Unified CM Errors and Registration

In Webex App with Unified CM calling, error 1000:8 (InvalidLifeCycleState) is presented as 'Phone service registration failed. Error:1000:8'[^49]. Sign-in error 1000:1001 (ServiceDiscoveryFailure) informs the user that the app cannot find the phone service and directs them to check phone service preferences[^47]. Sign-in error 1000:1014 (ServiceDiscoveryPolicyNotAllowed) indicates that an organization policy prevents the app from operating[^48].

Registration status messages indicate conflicts or environment limits:
* The registration status `ConnectionTerminated` means the user's phone service account is already in use by Jabber or another device; the user is told to sign in to phone service in Webex App to reconnect[^42].
* The status `EdgeNoDeskphone` indicates desk phone service is not enabled in the user's environment, requiring a connection in softphone mode[^46].
* Softphone conflicts occur if Jabber and Webex App attempt simultaneous softphone registration to Unified CM on the same machine, so Jabber should be exited[^50].

Administrative configuration in Unified CM requires several settings:
* A softphone device missing from an end user's Controlled Devices causes failure, which is resolved by adding the device to Controlled Devices[^43].
* A missing SUBSCRIBE Calling Search Space for Extension Mobility users causes failures, and a value must be selected[^53].
* The Unified CM end user account must have the access control group permission "Standard CTI Allow Control of Phones supporting Connected Xfer and conf"[^45].
* Administrators should verify that any CTI remote device (CTI-RD) or Cisco Spark remote device was removed and delete stray remote devices[^52].
* If Control Hub has a different calling behavior enabled, such as cross-launch to another calling app, administrators must disable it and reselect Calling in Webex App (Unified CM)[^44].

## Webex Calling Connection and Sign-In Errors

For Webex Calling, connection error 1000:1 indicates that the device configuration downloaded but a setting may be missing or incorrect, with Session Border Controller (SBC) tag misconfiguration cited as a common cause[^56]. BroadWorks-related errors include:
* Error 1000:1505 (BroadWorks Device Failure) is resolved by verifying the identity/device profile type: "Business Communicator - PC" for desktop and "Connect - Mobile" for mobile applications[^57].
* Error 1000:1507 (BroadWorks Config Download Failure) requires verifying a valid `config-wbx.xml` file under Group > Resources > Identity/Device Profiles > Profile > File[^58].
* Sign-in error codes 200010 through 200054 describe credential, email-validation, and self-activation failures; the documentation lists no resolution for these codes[^59].

## Client Behavior and Entitlements

In Webex App, navigating to Settings > Phone Services shows whether the user is signed in to Unified CM, Webex Calling, or calling hosted by a service provider[^32]. If the Phone Services setting does not appear, the organization is configured for Webex App calls only[^29]. For users without a paid Cisco calling service, administrators can configure behavior to launch a third-party calling app or use Call on Webex[^5].

For Webex Calling organizations, Webex App serves as the default calling application without additional calling behavior configuration[^7]. Organization-level calling behavior is managed in Control Hub under Services > Calling > Settings > Webex App in the Calling Behavior section[^4]. Calling behavior precedence applies user-level settings over group level, and group level over organization level, with multi-group users receiving the template ranked 1[^6].

Within Control Hub under Management > Users > user > Calling > User call experience > Application line assignments, administrators configure platform line assignments across Web, Desktop, Mobile, and Tablet[^1]. All Webex App clients (Web, Desktop, Mobile, and Tablet) assigned to a Webex Calling user count together as a single device[^3]. An assigned Webex Calling license is strictly required to access Webex Calling in the application[^2].

## Network, Media, and Environmental Issues

Webex Calling audio from the Webex App utilizes UDP (SRTP) from source ports 8500-8599 to destination ports 8500-8599 and 19560-65535, marked DSCP Expedited Forwarding (46)[^33]. Call signaling utilizes TCP (HTTPS/SIP over TLS) to destination port 8934 from an OS-dependent ephemeral source port[^34]. When a proxy is deployed, only HTTP/HTTPS signaling traverses the proxy; SIP registration and media do not[^35]. Cisco recommends disabling SIP ALG on SIP-aware routers and firewalls, as certain implementations break firewall traversal[^40].

If UDP is blocked, Webex apps fall back to TCP for media, and subsequently to TLS if TCP is blocked, although Cisco strongly recommends UDP for voice and video media[^28]. When Webex apps use TLS for media across an active proxy, media traverses the proxy, creating potential bandwidth bottlenecks and packet loss; Cisco does not recommend TCP for voice and video[^41]. WarmTransfer's reading of the sources is that poor Webex App call audio over VPN is plausibly explained by media being tunnelled or forced off UDP onto TCP/TLS, which degrades media quality[^54].

Firewalls blocking UDP media or third-party VPNs lacking phone service can prevent calls over Wi-Fi[^27]. For Wi-Fi connection issues, Cisco recommends mobile users test over cellular data; functionality on cellular indicates that the Wi-Fi network is blocking Webex traffic[^55]. Additional environment-specific conditions include:
* Users connected to a VPN on Webex App for Web may be unable to place calls[^26].
* Norton 360 VPN prevents calls on iPhone[^25].
* Specific Lenovo laptops (including ThinkPad X1 Carbon Gen 1-4, T430, and T450) encounter poor audio resolved by updating audio drivers[^24].

## Peripherals and Notifications

Cisco highly recommends connecting third-party headsets only via the manufacturer-supplied dongle[^20]. For issues with Poly headsets, Cisco advises installing Poly Lens for Windows 1.5.0 or later, or contacting Poly[^21]. On Webex VDI for Dell ThinOS, Jabra headsets do not work; Cisco states support will arrive in a future release[^19].

Incoming-call notification adjustments are device-specific; muting alerts on desktop leaves mobile notifications active[^31]. An option to decline incoming calls automatically while in a meeting or call applies across all user devices, but for multi-line Webex Calling users, it applies solely to the primary line[^30]. Sources disagree on standard decline behavior: the user-facing "Answer a call" documentation states that declining a call on one device may leave it ringing on other devices until reaching voicemail, whereas the administrator documentation states that declining on any client stops ringing across all devices by default and routes according to busy settings[^15][^14].

Do Not Disturb (DND) set on Webex App or a desk phone synchronizes automatically between both endpoints for Webex Calling users[^17]. Administrators can disable DND synchronization organization-wide in Control Hub under Services > Calling > Client Settings via the "Allow DND to be synchronized" toggle; when synchronization is disabled, iOS devices continue to ring when DND is active[^16].

## Diagnostics and Log Collection

Users can test connectivity locally using Health Checker, accessed via profile picture > Help > Health Checker on Windows, or Help > Health Checker on macOS[^22].

Users report issues by clicking their profile picture and navigating to Help > Report an issue, where they choose a Product area and Issue type[^38]. Log files are attached automatically to every submission[^39]. Selecting "Calling" as the Product area provides an optional checkbox, "Attach calling environment data (recommended)", to forward supplemental data like names and numbers[^36]. Desktop and mobile users receive a Feedback ID for tracking, though guest and free-account users do not receive one[^37]. In Unified CM guides, after troubleshooting steps, users are directed to restart Webex App and select Help > Send Feedback to submit logs[^51]. WarmTransfer's reading of the sources is that Help > Send Feedback and Help > Report an issue represent the same diagnostic submission path under older and newer menu labels[^18].

Administrators can pull logs remotely in Control Hub under Troubleshooting > Logs by searching for the user's email address and selecting "Collect logs"[^11]. Logs cannot be collected remotely if the client is offline; the user must be online or send logs manually from the app[^10]. Control Hub stores uploaded logs for 30 days[^9].

For call analysis, Control Hub provides records under Monitoring > Troubleshooting for users with full admin, read-only admin, or support admin privileges[^13]. Administrators can search historical calls from the past 21 days by email, phone number, MAC address, call ID, or correlation ID[^12]. Control Hub evaluates endpoint media and media relay point quality against defined thresholds[^8]:

| Measurement Point | Packet Loss | Latency (RTT) | Jitter |
|:--- |:--- |:--- |:--- |
| Endpoint Media | < 5%[^8] | < 400 ms[^8] | < 150 ms[^8] |
| Media Relay Points | < 2.5%[^8] | < 200 ms[^8] | < 75 ms[^8] |

## See also

* [Webex Calling call quality troubleshooting in Control Hub](https://warmtransfer.net/knowledge/webex-calling-troubleshooting)
* [Setting up the Webex App for Unified CM calling](https://warmtransfer.net/knowledge/cucm-webex-app-calling-setup)
* [Deploying the Webex App for Webex Calling users](https://warmtransfer.net/knowledge/webex-app-calling-deployment)
* [Making and taking calls in the Webex App](https://warmtransfer.net/knowledge/webex-app-calling-user-guide)

## Applicability

Applies to: Cisco Webex App, Cisco Webex Calling, Cisco Unified Communications Manager, and Cisco Webex Control Hub. Deployments: on-premises and multi-tenant. Sources checked 2026-10-01. Poly Lens version 1.5.0 or later on Windows applies to Poly headset troubleshooting[^21].

## What remains uncertain

Webex Calling desk phone use from Webex App (call pull and alternate phone connection) as a cause of calls ringing only the desk phone is not covered by the sources below. Cisco split-tunnel VPN recommendations for Webex App calling media from work-from-home PA white papers are not covered by the sources below. Unified CM desk phone control mode where media routes to the desk phone (causing calls to appear to ring only the desk phone) is not covered by the sources below. Webex App calling behavior over Expressway MRA and its direct relationship to the EdgeNoDeskphone status is not covered by the sources below. Specific headset call-control button mappings (answer, end, mute, hold, volume) supported per vendor and model in Webex App are not covered by the sources below. Webex App VDI calling troubleshooting regarding thin client softphone registration and headsets is not covered by the sources below. The factual resolution to the conflict between user and admin documentation regarding single-device call declining is not covered by the sources below. The exact remedy text for Unified CM error 1000:8 versus 1000:1 is not covered by the sources below.

## Sources

[^1]: In Control Hub, Management > Users > user > Calling > User call experience > Application line assignments sets which Webex App platforms (Web, Desktop, Mobile, Tablet) are assigned for the Webex Calling user. Source: [Manage application services for a Webex Calling user](https://help.webex.com/en-us/article/pir9ch/Manage-application-services-for-a-Webex-Calling-User), Key steps and Webex application assignments section. Checked 2026-10-01.
[^2]: A user cannot access Webex Calling in the app without an assigned Webex Calling license. Source: [Manage application services for a Webex Calling user](https://help.webex.com/en-us/article/pir9ch/Manage-application-services-for-a-Webex-Calling-User), Webex application assignments section, constraints. Checked 2026-10-01.
[^3]: All Webex App clients (Web, Desktop, Mobile and Tablet) added to a Webex Calling user count as a single device. Source: [Manage application services for a Webex Calling user](https://help.webex.com/en-us/article/pir9ch/Manage-application-services-for-a-Webex-Calling-User), Webex application assignments section. Checked 2026-10-01.
[^4]: Organization-level Webex App calling behaviour is set in Control Hub under Services > Calling > Settings > Webex App, in the Calling Behavior section. Source: [Set up calling behavior](https://help.webex.com/en-us/article/1lvb42/Set-up-calling-behavior), Organization level section. Checked 2026-10-01.
[^5]: Users without a paid Cisco calling service can be set either to launch a third-party calling app or to use Call on Webex. Source: [Set up calling behavior](https://help.webex.com/en-us/article/1lvb42/Set-up-calling-behavior), Users without paid calling services section. Checked 2026-10-01.
[^6]: Calling behaviour settings apply with user level over group level over organization level, and a user in several groups gets the template ranked 1. Source: [Set up calling behavior](https://help.webex.com/en-us/article/1lvb42/Set-up-calling-behavior), configuration levels / precedence section. Checked 2026-10-01.
[^7]: For Webex Calling users, Webex App is the default calling application and no calling behaviour configuration is needed. Source: [Set up calling behavior](https://help.webex.com/en-us/article/1lvb42/Set-up-calling-behavior), Webex Calling users section. Checked 2026-10-01.
[^8]: Control Hub grades endpoint media as good when packet loss is under 5%, latency (RTT) under 400 ms and jitter under 150 ms; media relay points use stricter limits of 2.5%, 200 ms and 75 ms. Source: [Troubleshoot Webex Calling calls in Control Hub](https://help.webex.com/en-us/article/frj1efb/Troubleshoot-Webex-Calling-Media-Quality-in-Control-Hub), media quality thresholds section. Checked 2026-10-01.
[^9]: Uploaded Webex App logs are available in Control Hub for the last 30 days. Source: [Collect Webex App logs from users in Control Hub](https://help.webex.com/article/z84p2bb/Collect-Webex-App-logs-from-users-in-Control-Hub), introductory section. Checked 2026-10-01.
[^10]: Control Hub cannot collect logs from a user whose Webex App is offline; the user needs an active internet connection, or can send logs from the app instead. Source: [Collect Webex App logs from users in Control Hub](https://help.webex.com/article/z84p2bb/Collect-Webex-App-logs-from-users-in-Control-Hub), requirements note before procedure. Checked 2026-10-01.
[^11]: Admins collect a user's Webex App logs in Control Hub under Troubleshooting > Logs by searching for the user's email address and clicking Collect logs. Source: [Collect Webex App logs from users in Control Hub](https://help.webex.com/article/z84p2bb/Collect-Webex-App-logs-from-users-in-Control-Hub), procedure steps 1-4. Checked 2026-10-01.
[^12]: Control Hub call troubleshooting searches by email, phone number, MAC address, call ID or correlation ID and returns calls from the past 21 days. Source: [Troubleshoot Webex Calling calls in Control Hub](https://help.webex.com/en-us/article/frj1efb/Troubleshoot-Webex-Calling-Media-Quality-in-Control-Hub), search capabilities section. Checked 2026-10-01.
[^13]: Webex Calling call troubleshooting in Control Hub is at Monitoring > Troubleshooting and requires the full admin, read-only admin or support admin role. Source: [Troubleshoot Webex Calling calls in Control Hub](https://help.webex.com/en-us/article/frj1efb/Troubleshoot-Webex-Calling-Media-Quality-in-Control-Hub), navigation and access section. Checked 2026-10-01.
[^14]: The admin article on declining ringing calls says that, by default, declining an incoming call on the Webex client or any device stops ringing on all devices, and the call is routed by the busy settings (disputed). Source: [Decline a ringing call on all devices for a user](https://help.webex.com/en-us/article/vwydeq/Decline-a-ringing-call-on-all-devices-for-a-user), Default behavior section. Checked 2026-10-01.
[^15]: The Webex App 'Answer a call' article says that for Webex Calling or service-provider calling, declining a call on one device may leave it ringing on the user's other devices until it goes to voicemail (disputed). Source: [Webex App | Answer a call](https://help.webex.com/article/n19ix1l), decline note (rendered under the heading 'Caller ID'). Checked 2026-10-01.
[^16]: Admins can turn off DND sync organization-wide in Control Hub under Services > Calling > Client Settings with the 'Allow DND to be synchronized' toggle; with sync off, iOS devices ring even when DND is set. Source: [Do not disturb sync between Webex App and desk phone](https://help.webex.com/en-us/article/d307vb/Do-Not-Disturb-Sync-(DND)-between-Webex-App-and-desk-phone), Administrative control section; limitation note. Checked 2026-10-01.
[^17]: Do Not Disturb set in Webex App or on the desk phone syncs automatically to the other; the feature applies to Webex Calling users. Source: [Do not disturb sync between Webex App and desk phone](https://help.webex.com/en-us/article/d307vb/Do-Not-Disturb-Sync-(DND)-between-Webex-App-and-desk-phone), overview / supported platform. Checked 2026-10-01.
[^18]: The Unified CM guide's 'Help > Send Feedback' and the current help article's 'Help > Report an issue' probably name the same log-submission function under an older and a newer menu label, so current users should look for Report an issue (inferred). Source: [Webex App | Report an issue](https://help.webex.com/en-us/article/npxvalo/Webex-App-|-Report-an-issue), Desktop steps step 1, compared with the Unified CM guide's closing step. Checked 2026-10-01.
[^19]: Jabra headsets do not currently work on Webex VDI for Dell ThinOS; Cisco says support will come in a future release. Source: [Webex App | Headset support](https://help.webex.com/en-us/article/nrivbbab/Webex-App-|-Headset-support), Jabra section note. Checked 2026-10-01.
[^20]: Cisco highly recommends using a third-party headset with Webex only through the dongle supplied by its manufacturer. Source: [Webex App | Headset support](https://help.webex.com/en-us/article/nrivbbab/Webex-App-|-Headset-support), third-party headset notes. Checked 2026-10-01.
[^21]: For problems with Poly headsets on Webex, Cisco advises installing Poly Lens for Windows 1.5.0 or later, or contacting Poly. Source: [Webex App | Headset support](https://help.webex.com/en-us/article/nrivbbab/Webex-App-|-Headset-support), Poly (Plantronics) headsets section note. Checked 2026-10-01.
[^22]: Health Checker is opened from the profile picture > Help > Health Checker on Windows, and from Help > Health Checker on Mac. Source: [Webex App | Test your connection with the Health Checker](https://help.webex.com/en-us/article/n2g8glg/Webex-App-|-Test-Your-Connection-with-the-Health-Checker), How to access section. Checked 2026-10-01.
[^23]: The Health Checker Phone Services test checks connections to the VDI softphone, desk phone and voicemail servers, and the page scopes it to Unified CM phone services. Source: [Webex App | Test your connection with the Health Checker](https://help.webex.com/en-us/article/n2g8glg/Webex-App-|-Test-Your-Connection-with-the-Health-Checker), What it tests: Phone Services. Checked 2026-10-01.
[^24]: Webex App known issues list poor call audio on certain Lenovo laptops (including ThinkPad X1 Carbon Gen 1-4, T430 and T450), with updated audio drivers as the fix. Source: [Webex App | Known issues](https://help.webex.com/en-us/article/bsmvpdb/Webex-App-|-Known-issues), Calling section, Lenovo audio item. Checked 2026-10-01.
[^25]: Webex App known issues list Norton 360 VPN as preventing calls on iPhone. Source: [Webex App | Known issues](https://help.webex.com/en-us/article/bsmvpdb/Webex-App-|-Known-issues), Calling section, iPhone/VPN item. Checked 2026-10-01.
[^26]: For Webex App for Web, known issues state that a user connected to a VPN may not be able to make a call. Source: [Webex App | Known issues](https://help.webex.com/en-us/article/bsmvpdb/Webex-App-|-Known-issues), Calling section, web item. Checked 2026-10-01.
[^27]: Webex App known issues say that if a call cannot be placed over Wi-Fi, the company firewall may be blocking UDP call media, or the user is on a third-party VPN that does not have phone service. Source: [Webex App | Known issues](https://help.webex.com/en-us/article/bsmvpdb/Webex-App-|-Known-issues), Calling section, Wi-Fi/VPN item. Checked 2026-10-01.
[^28]: If UDP is blocked, Webex apps fall back to TCP for media, and to TLS if TCP is also blocked; Cisco strongly recommends UDP for voice and video media. Source: [Network Requirements for Webex Services](https://help.webex.com/en-us/article/WBX000028782/Network-Requirements-for-Webex-Services), IP subnets for Webex media services; Transport protocols and encryption ciphers for cloud registered Webex apps and devices. Checked 2026-10-01.
[^29]: If the Phone Services setting does not appear in Webex App, the organization is configured for Webex App calls only. Source: [Webex App | Find out what calling service you have](https://help.webex.com/en-us/article/nbtgrzx/Webex-App-Find-Out-What-Calling-Service-You-Have), No Phone Services option section. Checked 2026-10-01.
[^30]: The Webex App option to automatically decline incoming calls while in a meeting or call declines them on all the user's devices, but for Webex Calling users with multiple lines it applies only to the primary line. Source: [Webex App | Manage notifications for incoming calls](https://help.webex.com/en-us/article/8la4z9/Webex-App-|-Manage-notifications-for-incoming-calls), Mute notifications options, Automatically decline all incoming calls. Checked 2026-10-01.
[^31]: Changes to Webex App incoming-call notification settings apply only to the device on which they are made; muting on desktop leaves mobile notifications on. Source: [Webex App | Manage notifications for incoming calls](https://help.webex.com/en-us/article/8la4z9/Webex-App-|-Manage-notifications-for-incoming-calls), introductory section. Checked 2026-10-01.
[^32]: In Webex App, Settings > Phone Services shows which calling service the user is signed in to: Unified CM, Webex Calling, or calling hosted by a service provider. Source: [Webex App | Find out what calling service you have](https://help.webex.com/en-us/article/nbtgrzx/Webex-App-Find-Out-What-Calling-Service-You-Have), How to identify your service; desktop and mobile steps. Checked 2026-10-01.
[^33]: Webex App audio for Webex Calling uses UDP (SRTP) from source ports 8500-8599 to destination ports 8500-8599 and 19560-65535, marked DSCP Expedited Forwarding (46). Source: [Port Reference Information for Webex Calling](https://help.webex.com/article/b2exve/port-reference-information-for-cisco-webex-calling), QoS / ToS table for Webex App. Checked 2026-10-01.
[^34]: Webex App call signalling to Webex Calling uses TCP (HTTPS/SIP over TLS) to destination port 8934 from an OS-dependent ephemeral source port. Source: [Port Reference Information for Webex Calling](https://help.webex.com/article/b2exve/port-reference-information-for-cisco-webex-calling), QoS / ToS table for Webex App, signaling row. Checked 2026-10-01.
[^35]: When a proxy is configured, only Webex Calling HTTP/HTTPS signalling goes to the proxy; SIP registration and the associated media do not. Source: [Port Reference Information for Webex Calling](https://help.webex.com/article/b2exve/port-reference-information-for-cisco-webex-calling), Proxy support for Webex Calling. Checked 2026-10-01.
[^36]: When Calling is chosen as the Product area in Report an issue, an extra option 'Attach calling environment data (recommended)' sends additional information such as names and numbers. Source: [Webex App | Report an issue](https://help.webex.com/en-us/article/npxvalo/Webex-App-|-Report-an-issue), Calling product area note. Checked 2026-10-01.
[^37]: Desktop and mobile users who send a report receive a Feedback ID for support reference, but guest and free-account users do not. Source: [Webex App | Report an issue](https://help.webex.com/en-us/article/npxvalo/Webex-App-|-Report-an-issue), Feedback ID note. Checked 2026-10-01.
[^38]: Users report a Webex App problem by clicking their profile picture and choosing Help > Report an issue, then selecting a Product area and Issue type. Source: [Webex App | Report an issue](https://help.webex.com/en-us/article/npxvalo/Webex-App-|-Report-an-issue), Desktop and Mobile steps, steps 1-2. Checked 2026-10-01.
[^39]: Log files are attached automatically to every report sent with Report an issue. Source: [Webex App | Report an issue](https://help.webex.com/en-us/article/npxvalo/Webex-App-|-Report-an-issue), section on what is included with the report. Checked 2026-10-01.
[^40]: Cisco recommends turning off SIP ALG on SIP-aware routers and firewalls for Webex Calling, because some implementations break firewall traversal. Source: [Port Reference Information for Webex Calling](https://help.webex.com/article/b2exve/port-reference-information-for-cisco-webex-calling), SIP Application Layer Gateway section. Checked 2026-10-01.
[^41]: When Webex apps use TLS for media with a proxy configured, media goes through the proxy, which can cause bandwidth bottlenecks and packet loss; Cisco does not recommend TCP for voice and video media. Source: [Network Requirements for Webex Services](https://help.webex.com/en-us/article/WBX000028782/Network-Requirements-for-Webex-Services), Disadvantages of using TLS as a media transport protocol; Disadvantages of using TCP as a media transport protocol. Checked 2026-10-01.
[^42]: The Unified CM registration status ConnectionTerminated means the user's phone service account is already in use by Jabber or another device, and the user is told to sign in to phone service in Webex App to reconnect. Source: [Webex App | Error messages for Calling](https://help.webex.com/en-us/article/r75fdv/Webex-App-|-Error-messages-for-Calling), Unified CM > Registration status errors table, row ConnectionTerminated. Checked 2026-10-01.
[^43]: A softphone device that is missing from the Unified CM end user's Controlled Devices is a listed cause of Calling in Webex App (Unified CM) failures; the fix is to add the softphone device to Controlled Devices. Source: [Deployment guide for Calling in Webex App (Unified CM) - Manage and troubleshoot](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cloudCollaboration/wbxt/ucmcalling/unified-cm-wbx-teams-deployment-guide/unified-cm-wbx-teams-deployment-guide_chapter_0101.html), Unified CM configuration issues list. Checked 2026-10-01.
[^44]: If the organization has a different calling behaviour enabled in Control Hub, such as cross-launch to another calling app, the guide says to disable it and reselect Calling in Webex App (Unified CM). Source: [Deployment guide for Calling in Webex App (Unified CM) - Manage and troubleshoot](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cloudCollaboration/wbxt/ucmcalling/unified-cm-wbx-teams-deployment-guide/unified-cm-wbx-teams-deployment-guide_chapter_0101.html), Registration issues checklist. Checked 2026-10-01.
[^45]: The Unified CM end user account needs the access control group permission 'Standard CTI Allow Control of Phones supporting Connected Xfer and conf'; its absence is a listed cause of Calling in Webex App problems. Source: [Deployment guide for Calling in Webex App (Unified CM) - Manage and troubleshoot](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cloudCollaboration/wbxt/ucmcalling/unified-cm-wbx-teams-deployment-guide/unified-cm-wbx-teams-deployment-guide_chapter_0101.html), Unified CM configuration issues list. Checked 2026-10-01.
[^46]: The Unified CM registration status EdgeNoDeskphone tells the user that desk phone service is not enabled in their environment and that they must connect in softphone mode. Source: [Webex App | Error messages for Calling](https://help.webex.com/en-us/article/r75fdv/Webex-App-|-Error-messages-for-Calling), Unified CM > Registration status errors table, row EdgeNoDeskphone. Checked 2026-10-01.
[^47]: Unified CM sign-in error 1000:1001 (ServiceDiscoveryFailure) tells the user the app cannot find the phone service and to check phone service preferences. Source: [Webex App | Error messages for Calling](https://help.webex.com/en-us/article/r75fdv/Webex-App-|-Error-messages-for-Calling), Unified CM > Sign-in errors table, row 1000:1001. Checked 2026-10-01.
[^48]: Unified CM sign-in error 1000:1014 (ServiceDiscoveryPolicyNotAllowed) indicates that an organization policy prevents the app from operating. Source: [Webex App | Error messages for Calling](https://help.webex.com/en-us/article/r75fdv/Webex-App-|-Error-messages-for-Calling), Unified CM > Sign-in errors table, row 1000:1014. Checked 2026-10-01.
[^49]: In Webex App with Unified CM calling, error 1000:8 (InvalidLifeCycleState) is presented as 'Phone service registration failed. Error:1000:8'. Source: [Webex App | Error messages for Calling](https://help.webex.com/en-us/article/r75fdv/Webex-App-|-Error-messages-for-Calling), Unified CM > Sign-in errors table, row 1000:8. Checked 2026-10-01.
[^50]: Jabber and Webex App cannot both be registered to Unified CM in softphone mode at the same time on the same machine, so Jabber should be exited. Source: [Deployment guide for Calling in Webex App (Unified CM) - Manage and troubleshoot](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cloudCollaboration/wbxt/ucmcalling/unified-cm-wbx-teams-deployment-guide/unified-cm-wbx-teams-deployment-guide_chapter_0101.html), Registration issues checklist. Checked 2026-10-01.
[^51]: After working through the Unified CM checklist, the deployment guide says to restart Webex App and choose Help > Send Feedback to submit logs. Source: [Deployment guide for Calling in Webex App (Unified CM) - Manage and troubleshoot](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cloudCollaboration/wbxt/ucmcalling/unified-cm-wbx-teams-deployment-guide/unified-cm-wbx-teams-deployment-guide_chapter_0101.html), closing step of troubleshooting section. Checked 2026-10-01.
[^52]: The Unified CM troubleshooting checklist says to verify that any CTI remote device (CTI-RD) or Cisco Spark remote device for the user was removed, and to delete any stray remote devices. Source: [Deployment guide for Calling in Webex App (Unified CM) - Manage and troubleshoot](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cloudCollaboration/wbxt/ucmcalling/unified-cm-wbx-teams-deployment-guide/unified-cm-wbx-teams-deployment-guide_chapter_0101.html), Registration issues checklist. Checked 2026-10-01.
[^53]: A missing SUBSCRIBE Calling Search Space for Extension Mobility users is a listed cause of Calling in Webex App (Unified CM) problems; a value must be selected for it. Source: [Deployment guide for Calling in Webex App (Unified CM) - Manage and troubleshoot](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cloudCollaboration/wbxt/ucmcalling/unified-cm-wbx-teams-deployment-guide/unified-cm-wbx-teams-deployment-guide_chapter_0101.html), Unified CM configuration issues list. Checked 2026-10-01.
[^54]: Poor Webex App call audio over VPN is plausibly explained by media being tunnelled or forced off UDP onto TCP/TLS, which Cisco documents as degrading media quality; Cisco's own split-tunnel guidance was not verified in this packet (inferred). Source: [Network Requirements for Webex Services](https://help.webex.com/en-us/article/WBX000028782/Network-Requirements-for-Webex-Services), Transport protocols section, combined with the Webex App Known issues Calling section. Checked 2026-10-01.
[^55]: For Wi-Fi connection problems, Cisco advises mobile users to switch to cellular data; if the app works on cellular but not on Wi-Fi, the Wi-Fi network is likely blocking Webex traffic and should be reported to the administrator. Source: [Webex App | Wi-Fi connection problems](https://help.webex.com/en-us/article/x5t20o/Webex-App-Wi-Fi-Connection-Problems), Identify network blocking issues; Diagnostic approach. Checked 2026-10-01.
[^56]: For Webex Calling, connection error 1000:1 means the device configuration downloaded but a setting may be missing or incorrect, and the page names SBC tag misconfiguration as a common cause. Source: [Webex App | Error messages for Calling](https://help.webex.com/en-us/article/r75fdv/Webex-App-|-Error-messages-for-Calling), Webex Calling > Connection errors table, row 1000:1. Checked 2026-10-01.
[^57]: For Webex Calling, error 1000:1505 (BroadWorks Device Failure) is resolved by verifying the identity/device profile type: 'Business Communicator - PC' for desktop and 'Connect - Mobile' for mobile apps. Source: [Webex App | Error messages for Calling](https://help.webex.com/en-us/article/r75fdv/Webex-App-|-Error-messages-for-Calling), Webex Calling > Connection errors table, row 1000:1505. Checked 2026-10-01.
[^58]: For Webex Calling, error 1000:1507 (BroadWorks Config Download Failure) is checked under Group > Resources > Identity/Device Profiles > Profile > File for a valid config-wbx.xml file. Source: [Webex App | Error messages for Calling](https://help.webex.com/en-us/article/r75fdv/Webex-App-|-Error-messages-for-Calling), Webex Calling > Connection errors table, row 1000:1507. Checked 2026-10-01.
[^59]: The Webex Calling sign-in error codes 200010 to 200054 describe credential, email-validation and self-activation failures, and the error page lists no resolution for them. Source: [Webex App | Error messages for Calling](https://help.webex.com/en-us/article/r75fdv/Webex-App-|-Error-messages-for-Calling), Webex Calling > Sign-in errors table, rows 200010-200054. Checked 2026-10-01.