webex calling · published

Troubleshooting inbound calls to Webex Calling numbers

Verified 2026-09-30 · 60 sources · tier 2

Also known as incoming call problems for Webex Calling users.

Webex Calling offers 3 methods to connect PSTN service: Cloud Connected PSTN, Cisco Calling Plan (Cisco PSTN), and premises-based PSTN through a Local Gateway 43. Inbound call delivery relies on active number assignments, valid location configurations, and correct user-level call treatments 292545.

PSTN connectivity and number states

The PSTN connection is selected per location, and each location supports only 1 PSTN option 24. A location configured with trunks or extension-only entities must have an assigned main number; without it, trunks cannot be used and extension-only entities cannot place or receive internal or external calls 25. Cisco's incoming-call troubleshooting technote lists an assigned location main number set in the location's Main Number section as mandatory for inbound calls to function 26.

In the Control Hub Numbers list, the called number must show the status Active and be assigned to a user 29. An inactive number remains inactive even when assigned to a user, workspace, or feature 12. WarmTransfer's reading of the sources is that an inactive number in Control Hub is a probable cause for a call ringing nothing, though Cisco documentation does not state what the inbound caller hears when a number is inactive 11. The "Activate Numbers Later" setting allows added numbers to be configured immediately while awaiting carrier activation, a method recommended for later porting 1. Webex Go mobile numbers are onboarded as inactive and automatically activate once assigned to a user 27.

For Cisco Calling Plan number ports, the requested date and time remain unconfirmed until the losing carrier returns a Firm Order Commitment (FOC) 34. Numbers can experience temporary service loss during porting, though the documentation does not state the duration 38. After port activation completes, allow at least 15 minutes—or 30 minutes for project or complex ports—for numbers to operate 32. Billing for ported Cisco Calling Plan numbers starts upon port completion, whereas directly provisioned numbers begin billing immediately 39.

With Cloud Connected PSTN (CCPP), if numbers are managed externally by the provider, Control Hub administrators cannot add, modify, activate, or delete them 5. For non-integrated Cloud Connected PSTN providers, administrators can add up to 1,000 numbers simultaneously and choose immediate or deferred activation 4. In hybrid deployments, an incoming PSTN call is dispatched to a trunk in a Route Group when the dialed number matches a configured Route List entry 42.

Local Gateway call routing

A Local Gateway connects to Webex Calling using either registration-based or certificate-based trunks 21. Registration-based trunks support up to 250 concurrent calls, require Cisco CUBE, and use digest authentication 21. Certificate-based trunks support more than 250 concurrent calls, support multiple SBC vendors, and validate the gateway via FQDN certificate verification 21. In Control Hub, Local Gateway trunk status appears as Online, Offline, Impaired, or Unknown; an Online state indicates successful connections from all Webex Calling edge proxies 20.

In Cisco's IOS XE Local Gateway reference configuration, inbound routing relies on specific dial-peer settings:

Dial-peer voice 200 serves as the IP PSTN trunk dial-peer for inbound and outbound IP PSTN traffic 16.
Inbound calls match a dial-peer by comparing a voice class URI against the SIP INVITE VIA header 22.
A destination dial-peer group (DPG) on the inbound dial-peer directs the call to the appropriate outbound dial-peer 17.
A SIP profile appends the Control Hub trunk group OTG/DTG identifier to the From header to let Webex Calling identify the originating enterprise site 19.

WarmTransfer's reading of the sources is that if an inbound INVITE from the PSTN provider presents a VIA host that does not match the voice class URI on the PSTN dial-peer, the gateway will match an unexpected dial-peer, miss the destination DPG toward Webex Calling, and drop or misroute the call 23. In addition, Cisco notes that Webex Calling presents called numbers in +E.164 format on calls directed toward the gateway, but this does not describe the formatting received from the inbound PSTN 18.

User settings and call delivery

To receive incoming calls, a Webex Calling user must have at least 1 registered hard phone or soft client 41. Incoming call permissions allow all call types by default based on organization or location defaults, though admins may assign custom incoming permissions to a user, virtual line, or workspace 13.

Several user-level features alter or prevent normal call alerting:

Call Forwarding: Technote guidance requires verifying that call forwarding is not enabled in the user's Calling settings 45.
Do Not Disturb (DND): When DND is turned on, callers receive busy treatment 7. Calls route to voicemail under DND only if the "When busy" voicemail action is configured 7. Troubleshooting requires verifying DND is toggled off 46.
Voicemail: The voicemail "All calls" diversion setting must be disabled, and the ring count before no-answer diversion should be verified 50.
Call Intercept: Call intercept disconnects the assigned lines for a location, user, or workspace and plays an announcement, with optional alternate routing to voicemail, an announced new number, or a transfer on 0 14. It must be disabled when troubleshooting normal inbound delivery 44.
Single Number Reach: Single Number Reach (Office Anywhere) must be verified as disabled 48.
Call Block Lists: Webex Calling rejects inbound PSTN calls if the calling number appears on an administrative block list or the user's personal block list 251. Caller announcement playback depends on the PSTN provider and connection type 2.

WarmTransfer's reading of the sources is that older technote navigation paths (such as Calling > Locations and Advanced Call Settings) have been superseded in newer Control Hub interfaces, which locate user call configurations under Management > Users > Calling > Call handling 49.

Control Hub troubleshooting tools

Administrators with full admin, read-only admin, or support admin roles can access call diagnostic records at Control Hub > Monitoring > Troubleshooting 58. The troubleshooting view stores records for the past 21 days and supports lookups by phone number, email address, MAC address, Call ID, or Correlation ID 57.

Calls are categorized under the statuses Successful, Refusal, or Failure, alongside specific outcome reasons 55:

Status	Outcome Reason	Description
Refusal	UnassignedNumber	Dialed number is unassigned to any user or service 56.
Refusal	LocalGatewayLoop	Loop detected between Webex Calling and the Local Gateway 52.
Refusal	AdminCallBlock	Call blocked by organization block list 51.
Refusal	UserCallBlock	Call blocked by the user's block list 51.
Failure	NoRouteToDestination	No destination route available 54.
Failure	MaxConcurrentTerminatingAlertingRequestsExceeded	Maximum simultaneous unanswered alerting calls exceeded 53.

Administrators can also simulate routing with the Verify call routing tool, which evaluates cloud users, virtual lines, workspaces, or premises trunks as the call source 60. The tool outputs the effects of translation patterns, digit patterns, fraud prevention, call intercept, and outgoing call permissions 59.

Applicability

Applies to: Cisco Webex Calling, Cisco Calling Plan, Cisco Webex Calling Local Gateway (CUBE on IOS XE), and Cisco Webex Calling Local Gateway. Deployments: hybrid, multi-tenant, and premises-gateway. Sources checked 2026-09-30.

What remains uncertain

What an inbound caller hears when a Webex Calling number is inactive or mid-port is not covered by the sources below.

Who owns inbound troubleshooting for integrated versus non-integrated Cloud Connected PSTN numbers is not covered by the sources below.

The SIP response Webex Calling returns to a Local Gateway or CCP trunk for an unknown called number is not covered by the sources below.

Why an inbound call lands at the wrong location (number location vs user location vs route list) is not covered by the sources below.

Webex Calling routing precedence for inbound calls from trunks (numbers then extensions then dial plans) is not covered by the sources below.

The current equivalent of the incoming-call troubleshooting technote with 2026 Control Hub paths is not covered by the sources below.

Whether DND on an agent affects hunt group and call queue delivery is not covered by the sources below.

Inbound called-number normalization on CUBE before sending to Webex Calling is not covered by the sources below.

Sources

1
The 'Activate Numbers Later' option makes added numbers available for configuration immediately, but the admin must contact the carrier to activate them. The page recommends it when numbers will be ported later.
Manage phone numbers in Control Hub · Add numbers > Activate Numbers Later option · Checked 2026-09-30
2
Webex Calling rejects inbound PSTN calls from numbers on the block list. Whether the caller hears an announcement depends on the organization's PSTN type and the local PSTN provider.
Block inbound spam calls · Overview of call block list behaviour · Checked 2026-09-30
3
Integrated Cloud Connected PSTN providers supply numbers to Control Hub automatically; numbers from non-integrated providers must be added manually under Calling > Numbers.
PSTN trunking for hybrid Webex Calling deployments · PSTN connection options / Cloud Connected Partner PSTN · Checked 2026-09-30
4
For a non-integrated Cloud Connected PSTN provider, an admin can add up to 1,000 numbers at a time and choose to activate them immediately or later.
PSTN trunking for hybrid Webex Calling deployments · Number activation process (non-integrated providers) · Checked 2026-09-30
5
When a Cloud Connected PSTN provider manages numbers externally, Control Hub admins cannot add, delete, activate or modify those numbers.
Manage external numbers with Control Hub · Restricted Control Hub actions · Checked 2026-09-30
6
The technote checks device registration in Control Hub under Devices > the device > Device Management, where the status should show Reg.
Troubleshoot Incoming Call Problems for Webex Calling Users · Validation of Hardphone or Softclient Registration · Checked 2026-09-30
7
When Do Not Disturb is on for a Webex Calling user or workspace, callers hear the busy treatment. Calls go to voicemail only if the voicemail 'When busy' treatment is enabled.
Turn on do not disturb for users and workspaces · Do not disturb overview and voicemail note · Checked 2026-09-30
8
When the losing carrier returns the FOC, the ported number's status changes to provisioned and the number becomes available in Control Hub for configuration.
Cisco Calling Plan number porting guidelines and policies · Firm Order Commitment (FOC) · Checked 2026-09-30
9
Webex Calling offers four forwarding types for users and workspaces: forward all calls, forward when busy, forward when unanswered after a set number of rings, and forward if network disconnected.
Configure call forwarding for users and workspaces · Call forwarding options · Checked 2026-09-30
10
Users can change their forwarding settings in the user portal, and those changes sync with Control Hub. An admin may therefore find forwarding turned on that no admin configured.
Configure call forwarding for users and workspaces · User customization / sync between portal and Control Hub · Checked 2026-09-30
11
A number that shows as inactive in Control Hub is a likely cause of a Webex Calling number that rings nothing, but no current Cisco article seen states what an inbound caller experiences when the number is inactive.inferred
Manage phone numbers in Control Hub · Number states / inactive numbers, read with cisco-technote-218153-wxc-incoming-calls 'Number Activated and Assigned' · Checked 2026-09-30
12
An inactive number stays inactive when it is assigned to a feature, user or workspace; assignment does not activate it.
Manage phone numbers in Control Hub · Number states / inactive numbers · Checked 2026-09-30
13
By default, incoming call permissions allow all incoming call types based on the organization's or location's settings. Admins can switch a user, workspace or virtual line to custom incoming permissions.
Configure call permissions in Control Hub · Incoming call permissions · Checked 2026-09-30
14
Call intercept disconnects a location's, user's or workspace's phone lines and plays an announcement to callers, with optional alternate routing such as announcing a new number, sending to voicemail, or transferring on 0.
Configure call intercept in Control Hub · Overview / incoming call intercept options · Checked 2026-09-30
15
Call intercept can be set at location, user and workspace level, and user or workspace settings override the location setting.
Configure call intercept in Control Hub · Configuration levels · Checked 2026-09-30
16
In Cisco's Local Gateway IOS XE example, dial-peer voice 200 is the IP PSTN trunk dial-peer and is described as 'Inbound/Outbound IP PSTN trunk'.
Configure Local Gateway on Cisco IOS XE for Webex Calling · PSTN dial-peer configuration (dial-peer voice 200 voip) · Checked 2026-09-30
17
In the Local Gateway example, the destination dial-peer group on the inbound dial-peer sets which dial-peer handles the outbound leg for calls arriving on that dial-peer.
Configure Local Gateway on Cisco IOS XE for Webex Calling · Dial-peer configuration explanation table (destination dpg) · Checked 2026-09-30
18
Cisco's Local Gateway example assumes Webex Calling presents called numbers in +E.164 format. That statement covers calls from Webex Calling toward the gateway, not inbound PSTN calls.
Configure Local Gateway on Cisco IOS XE for Webex Calling · PSTN dial-peer / number format note · Checked 2026-09-30
19
The Local Gateway SIP profile adds the Control Hub trunk group OTG/DTG identifier to the From header so Webex Calling can identify which Local Gateway site within an enterprise sent the call.
Configure Local Gateway on Cisco IOS XE for Webex Calling · Registration-based trunk SIP profile explanation (rule modifying From header) · Checked 2026-09-30
20
Control Hub shows a Local Gateway trunk as Online, Offline, Impaired or Unknown. Online means every Webex Calling edge proxy has a successful connection to the Local Gateway.
Get started with Local Gateway · Trunk status · Checked 2026-09-30
21
A registration-based Local Gateway trunk supports up to 250 concurrent calls, runs only on Cisco CUBE, and uses digest authentication. A certificate-based trunk supports more than 250 concurrent calls, runs on several vendors' SBCs, and verifies the gateway FQDN by certificate.
Get started with Local Gateway · Registration-based vs certificate-based Local Gateway comparison · Checked 2026-09-30
22
In the Local Gateway example, calls are matched to an inbound dial-peer by a voice class URI compared against the INVITE's VIA header.
Configure Local Gateway on Cisco IOS XE for Webex Calling · Dial-peer configuration explanation table (incoming uri via) · Checked 2026-09-30
23
If the VIA host of an inbound INVITE from the PSTN provider does not match the voice class URI on the PSTN dial-peer, the Local Gateway will probably pick a different inbound dial-peer and never apply the dial-peer group toward Webex Calling, so the call fails or misroutes.inferred
Configure Local Gateway on Cisco IOS XE for Webex Calling · Dial-peer configuration explanation table (incoming uri via; destination dpg) · Checked 2026-09-30
24
The PSTN connection is chosen per location, and each location has only one PSTN option.
Configure Webex Calling for your organization · PSTN connection for locations (configure location PSTN) · Checked 2026-09-30
25
A location with trunks or extension-only entities must have a main number; without one, its trunks are not usable and its extension-only entities cannot make or receive internal or external calls.
Configure Webex Calling for your organization · Location main number requirement (sentence beginning 'It's mandatory to assign a main number') · Checked 2026-09-30
26
The technote lists an assigned location main number, set in the location's Main Number section, as mandatory for incoming calls to work.
Troubleshoot Incoming Call Problems for Webex Calling Users · Main Number Assigned · Checked 2026-09-30
27
Webex Go mobile numbers are onboarded as inactive and are activated when they are assigned to a user.
Manage phone numbers in Control Hub · Mobile numbers · Checked 2026-09-30
28
A number can be moved between locations only if both locations are in the same country and use the same PSTN provider or Local Gateway, and the number is active and not assigned. A location's main number cannot be moved.
Manage phone numbers in Control Hub · Move numbers between locations · Checked 2026-09-30
29
The technote requires the called number to show status Active and to be assigned to a user in the Control Hub Numbers list.
Troubleshoot Incoming Call Problems for Webex Calling Users · Number Activated and Assigned · Checked 2026-09-30
30
Operating modes route calls by schedule (same hours every day, different hours each day, or holiday) and apply to auto attendants, call queues, hunt groups and Customer Experience Essentials call queues.
Call routing based on operating modes in Webex Calling · Overview / supported features / mode types · Checked 2026-09-30
31
The organization call block list is at Control Hub Services > Calling > Service Settings > Call Block List. It holds up to 200 numbers or patterns and can also block calls with no caller ID or from hidden numbers.
Block inbound spam calls · Configure the call block list · Checked 2026-09-30
32
After a Cisco Calling Plan port activates, allow at least 15 minutes (30 minutes for project or complex ports) for the numbers to begin working.
Cisco Calling Plan number porting guidelines and policies · Port day activation / timing expectations · Checked 2026-09-30
33
Cisco Calling Plan ports activate automatically at the FOC date and time.
Cisco Calling Plan number porting guidelines and policies · Port day activation · Checked 2026-09-30
34
The requested port date and time for a Cisco Calling Plan port are not confirmed until the losing carrier returns an FOC.
Cisco Calling Plan number porting guidelines and policies · Firm Order Commitment (FOC) · Checked 2026-09-30
35
Cisco says port activation can be delayed by when the losing provider releases the numbers, by systems between carriers, by multiple carriers in the routing path, or by unusually high request volume.
Cisco Calling Plan number porting guidelines and policies · Port day activation / potential delays · Checked 2026-09-30
36
If ported Cisco Calling Plan numbers do not work 15 to 30 minutes after activation, first verify Control Hub configuration and number statuses, then open a PSTN Technical Services (PTS) case from the Control Hub order link or by email to pstn-support@cisco.com.
Cisco Calling Plan number porting guidelines and policies · Troubleshooting guidance / numbers not working after activation · Checked 2026-09-30
37
Cisco Calling Plan port orders move through Pending, Action Required, Submitted and FOC Received before completion, and end as Completed, Canceled or Rejected.
Get Started with the Cisco Calling Plans · Port order status · Checked 2026-09-30
38
Numbers may lose service temporarily during a Cisco Calling Plan port; the page does not say for how long.
Cisco Calling Plan number porting guidelines and policies · Service continuity during port · Checked 2026-09-30
39
Billing for Cisco Calling Plan numbers ported from another provider begins when the port completes; numbers provisioned directly start billing immediately.
Get Started with the Cisco Calling Plans · Number activation / billing statement · Checked 2026-09-30
40
Numbers being ported into Cisco Calling Plan stay inactive in Control Hub until the port completes.
Get Started with the Cisco Calling Plans · Ported numbers / number activation timing · Checked 2026-09-30
41
Cisco's incoming-call troubleshooting technote treats at least one registered hard phone or soft client as mandatory for a Webex Calling user to receive incoming calls.
Troubleshoot Incoming Call Problems for Webex Calling Users · Common Configuration Issues > Validation of Hardphone or Softclient Registration · Checked 2026-09-30
42
In hybrid deployments, a PSTN call is sent out on one of the trunks in a Route Group when the called number matches a number configured in a Route List.
PSTN trunking for hybrid Webex Calling deployments · Route List / inbound call routing section · Checked 2026-09-30
43
Webex Calling offers three ways to connect PSTN service: Cloud Connected PSTN, Cisco Calling Plan (Cisco PSTN), and premises-based PSTN through a Local Gateway.
Troubleshoot Incoming Call Problems for Webex Calling Users · Background Information · Checked 2026-09-30
44
The technote tells the troubleshooter to confirm Call Intercept is disabled for the user.
Troubleshoot Incoming Call Problems for Webex Calling Users · Call Intercept · Checked 2026-09-30
45
The technote tells the troubleshooter to confirm call forwarding is not turned on in the user's Calling settings when incoming calls fail to reach the user.
Troubleshoot Incoming Call Problems for Webex Calling Users · Call Forwarding Configuration · Checked 2026-09-30
46
The technote tells the troubleshooter to confirm the Do Not Disturb toggle is disabled for the user.
Troubleshoot Incoming Call Problems for Webex Calling Users · Do not Disturb Configuration (DND) · Checked 2026-09-30
47
The technote's Incoming Dial Plans check has the troubleshooter review the user's Incoming Calls permission under Outgoing and Incoming Permissions and confirm that toggle is disabled.
Troubleshoot Incoming Call Problems for Webex Calling Users · Incoming Dial Plans · Checked 2026-09-30
48
The technote tells the troubleshooter to confirm Single Number Reach (Office Anywhere) is disabled for the user.
Troubleshoot Incoming Call Problems for Webex Calling Users · Single Number Reach (Office Anywhere) Configuration · Checked 2026-09-30
49
The technote's Control Hub navigation paths (for example Calling > Locations and Advanced Call Settings) probably do not match the current Control Hub, which 2025-2026 articles describe as Management > Users > Calling > Call handling.inferred
Troubleshoot Incoming Call Problems for Webex Calling Users · Main Number Assigned; Incoming Dial Plans (paths) compared with cisco-help-q94e8c-call-permissions Navigation · Checked 2026-09-30
50
The technote tells the troubleshooter to confirm the voicemail 'All calls' option is unchecked and to review the number of rings before the no-answer message.
Troubleshoot Incoming Call Problems for Webex Calling Users · Voicemail Settings · Checked 2026-09-30
51
The outcome reason Refusal - AdminCallBlock means the call was rejected by the organization's block list; UserCallBlock means the calling number is on the user's own block list.
Troubleshoot Webex Calling calls in Control Hub · Call outcome reasons table, rows AdminCallBlock and UserCallBlock · Checked 2026-09-30
52
The outcome reason Refusal - LocalGatewayLoop means a loop was detected between the Local Gateway and Webex Calling.
Troubleshoot Webex Calling calls in Control Hub · Call outcome reasons table, row LocalGatewayLoop · Checked 2026-09-30
53
The outcome reason Failure - MaxConcurrentTerminatingAlertingRequestsExceeded means the limit on simultaneous unanswered (alerting) calls was exceeded.
Troubleshoot Webex Calling calls in Control Hub · Call outcome reasons table, row MaxConcurrentTerminatingAlertingRequestsExceeded · Checked 2026-09-30
54
The outcome reason Failure - NoRouteToDestination means no route to the destination was available.
Troubleshoot Webex Calling calls in Control Hub · Call outcome reasons table, row NoRouteToDestination · Checked 2026-09-30
55
The troubleshooting view classifies each call's status as Successful, Refusal or Failure, and gives a call outcome reason.
Troubleshoot Webex Calling calls in Control Hub · Call outcome reasons · Checked 2026-09-30
56
The outcome reason Refusal - UnassignedNumber means the dialed number is not assigned to any user or service.
Troubleshoot Webex Calling calls in Control Hub · Call outcome reasons table, row UnassignedNumber · Checked 2026-09-30
57
The Control Hub troubleshooting view shows Webex Calling calls from the past 21 days and can search by email address, phone number, MAC address, Call ID or Correlation ID.
Troubleshoot Webex Calling calls in Control Hub · Search for calls · Checked 2026-09-30
58
The Webex Calling troubleshooting view is at Control Hub > Monitoring > Troubleshooting and requires the full admin, read-only admin or support admin role.
Troubleshoot Webex Calling calls in Control Hub · Access the troubleshooting view / prerequisites · Checked 2026-09-30
59
The Verify call routing result shows the outgoing call permissions, fraud prevention, digit patterns, call intercept and translation patterns applied while routing the call.
Configure trunks, route groups, and dial plans for Webex Calling · Verify call routing · Checked 2026-09-30
60
Control Hub's Verify call routing tool accepts a premises trunk as the call source, alongside a cloud user, workspace or virtual line.
Configure trunks, route groups, and dial plans for Webex Calling · Verify call routing · Checked 2026-09-30

Documents

tier 2 current vendor documentation

Cite this page

APA

WarmTransfer. (2026, September 30). Troubleshooting inbound calls to Webex Calling numbers. WarmTransfer. https://warmtransfer.net/knowledge/webex-calling-inbound-call-failures

BibTeX

@misc{warmtransfer-webex-calling-inbound-call-failures,
  title  = {Troubleshooting inbound calls to Webex Calling numbers},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/webex-calling-inbound-call-failures},
  note   = {Verified 2026-09-30}
}

Troubleshooting inbound calls to Webex Calling numbers

PSTN connectivity and number states

Local Gateway call routing

User settings and call delivery

Control Hub troubleshooting tools

Applicability

What remains uncertain

See also

Related to

Sibling of

Referenced by

Sources

Documents

Block inbound spam calls

Call routing based on operating modes in Webex Calling

Cisco Calling Plan number porting guidelines and policies

Configure call forwarding for users and workspaces

Configure call intercept in Control Hub

Configure call permissions in Control Hub

Configure Local Gateway on Cisco IOS XE for Webex Calling

Configure trunks, route groups, and dial plans for Webex Calling

Configure Webex Calling for your organization

Get started with Local Gateway

Get Started with the Cisco Calling Plans

Manage external numbers with Control Hub

Manage phone numbers in Control Hub

PSTN trunking for hybrid Webex Calling deployments

Troubleshoot Incoming Call Problems for Webex Calling Users

Troubleshoot Webex Calling calls in Control Hub

Turn on do not disturb for users and workspaces

Cite this page