# Webex Calling license types and entitlements

Canonical: https://warmtransfer.net/knowledge/webex-calling-licensing

Last verified: 2026-09-24

Webex Calling licenses govern user endpoint capacities, device associations, contact center capabilities, and PSTN routing limits across cloud and hybrid environments[^23][^48]. Organizations provision and manage these entitlements through Control Hub using specific purchase agreements and add-on subscriptions[^57][^20].

## Core license tiers and device limits

Webex Calling license entitlements are documented across four primary license rows: Professional (User), Professional (Workspace), Standard (User), and Workspace[^23]. Under Cisco Collaboration Flex Plan 3.0 Named User models, three calling license types are listed: Professional, Standard, and Workspace[^22].

| License Tier | Target Use Case | Device Support and Limits |
|:--- |:--- |:--- |
| **Professional (User)** | Individual user calling needs[^39] | Up to 5 devices[^36]; supports soft clients including the Webex App[^39] |
| **Professional (Workspace)** | Workspace calling needs[^40] | Up to 5 devices[^36]; device endpoints only[^40] |
| **Standard (User)** | Individual user calling needs[^23] | 1 device maximum[^36]; can have either a physical device or soft clients, but not both[^54] |
| **Workspace** | Shared use and common area locations[^63] | 1 device maximum[^36]; supports Cisco phones and ATAs[^63] |

## Associated entitlements: Virtual lines, voicemail, and hot desking

Professional licenses include bundled entitlements that are not available to lower tiers[^61]. Virtual lines are entitled at a 1:1 ratio for every Webex Calling Professional license[^62]. Group voicemail is also entitled at a 1:1 ratio for every Webex Calling Professional license[^24]. 

A virtual line can be assigned only to users and workspaces holding a Webex Calling Professional license[^61]. Creating a virtual line requires no additional license, user ID, or email address[^60]. A single virtual line can be assigned to a maximum of 36 devices[^59].

The hot desk only licensing model, announced on 12 February 2025, provides a dedicated onboarding path for shared hardware[^25]. Devices onboarded as hot desk only receive a free hot desk only license and do not consume a workspace license[^27]. This onboarding is restricted to Cisco 8800 series devices (including the 8875) and 9800 series devices situated at a location enabled for Webex Calling[^26]. The free hot desk only license covers the physical device rather than the individual; to sign in to any hot desk device, a user must hold a Webex Calling license[^29]. In the United States, hot desk only devices are Kari's Law compliant and allow calls to emergency services without requiring a user to sign in[^28].

## Add-on licenses and Customer Assist

Flex Plan 3.0 provisions add-on capabilities such as Customer Assist and attendant services to complement standard and professional calling tiers[^21][^3]:

* **Webex Calling Customer Assist:** On 15 May 2025, Cisco renamed Webex Customer Experience Essentials to Webex Calling Customer Assist[^18]. Existing Customer Experience Essentials licenses, agents, supervisors, and queues were migrated automatically to Customer Assist at no additional charge[^17]. The rename was propagated across Partner Hub, Control Hub, User Hub, the Webex App, and CSV import templates[^15]. The Customer Assist license includes a Webex Calling Professional license[^12]. Only users licensed with Customer Assist can serve as agents or supervisors for Customer Assist queues[^11]. Existing Webex Calling call queues can be upgraded directly to Customer Assist queues[^14]. Under Flex Plan 3.0, Webex Calling Customer Assist and AI Receptionist for Webex Calling are available as add-ons under both Enterprise Agreement and Named User models[^21]. A single user cannot hold both a Webex Calling Standard license and a Customer Assist license[^56].
* **Attendant Console:** The Attendant Console license is an add-on ordered through a Flex-3 purchase order, with a new Webex Calling subscription, or via a change order against an existing subscription[^3]. A user must hold a Webex Calling Professional license to access the Attendant Console[^5]. The console is enabled on a per-user basis in Control Hub under the user's Calling settings at User Call Experience > Attendant Console[^4].
* **Webex AI Agent:** Webex AI Agent is licensed as an add-on to the Cisco Collaboration Flex 3.0 Contact Center license, rather than as a Webex Calling user license, and links into tools like [Webex AI Agent Studio scripted and autonomous agents](https://warmtransfer.net/knowledge/webex-ai-agent-studio)[^6]. For enterprise contact center deployments, the add-on is purchased in Cisco Commerce Workspace with details provided in the Collaboration Flex Plan Contact Center Ordering Guide[^7]. The add-on is purchased in units, where voice interaction usage is calculated in seconds and digital usage is measured in sessions (defined as up to 10 inbound end-user messages, with each subsequent 10 messages or fraction thereof counting as an additional session)[^10]. Webex AI Agent is available for Webex Contact Center, Webex Contact Center Enterprise, Unified Contact Center Enterprise, and Packaged Contact Center Enterprise, but is not available for Unified Contact Center Express[^8].

## Hybrid routing and Route List Calls

For hybrid architectures linking cloud and premises call environments, the Route List Calls license sets the maximum limit for concurrent off-net PSTN route list calls between an on-premises PBX and either cloud or on-premises PSTN [Webex Calling architecture and deployment models](https://warmtransfer.net/knowledge/webex-calling-architecture)[^48]. 

* **Buying model allocations:** Enterprise Agreement customers receive Route List Calls capacity equal to 25 percent of their total Webex Calling licensed user count[^49]. Named User customers receive no Route List Calls capacity by default and must purchase it separately[^51]. Trial subscriptions include 10 concurrent Route List Calls[^53].
* **Bursting capacity:** The license includes a 20 percent bursting allowance above the licensed concurrent call volume[^44]. While operating in bursting mode, an originating on-premises user placing an outbound off-net call hears an announcement stating that the call is in bursting mode and advising them to contact an administrator[^45]. This announcement plays only for outbound off-net calls; it does not play for incoming calls or emergency calls[^42].
* **Call blocking:** When off-net call volume exceeds the 20 percent burst allowance, all subsequent non-emergency calls are blocked[^43]. Incoming calls exceeding the Route List Calls limit are rejected without playing an announcement to the caller[^50].

## Buying models, migration, and Control Hub operations

Cisco Collaboration Flex Plan 3.0 provides two commercial buying models: Enterprise Agreement, requiring a minimum of 250 knowledge workers and providing a 15 percent growth allowance for new Flex 3.0 subscriptions; and Named User, requiring a minimum of five users with no growth allowance[^20].

When migrating from on-premises call systems via [CUCM to Webex Calling migration](https://warmtransfer.net/knowledge/cucm-to-webex-calling), specific tool constraints apply[^32]. Users migrated using the Unified CM data migration tool can be assigned only Calling Professional or CX Essentials licenses[^32]. Workspaces migrated with the tool can be assigned either Workspace or Professional Workspace licenses[^33]. To assign a Webex Calling Standard license during migration, administrators must use a user CSV import followed by the Migrate features from the Unified CM tool rather than relying on the data migration tool[^31].

In Control Hub, administrators view purchased and consumed license totals by navigating to Management > Account > Subscriptions > License Summary[^30]. License assignments can be audited by exporting the user CSV file, or by exporting the workspace CSV file and reviewing the Calling column[^58]. An individual user's calling license is modified by navigating to Users > select user > Summary > Licenses > Edit Licenses, selecting the subscription, and saving[^19]. If an error occurs when accessing a user's Calling settings immediately after license assignment, the documented remediation is to remove and reassign the license[^41]. Workspaces and users can be upgraded to the Professional tier within Control Hub while retaining existing workspace settings[^57]. However, once a workspace is upgraded to a Professional Workspace license, it cannot be downgraded back to a common area workspace license[^34].

## Applicability

Applies to: Webex Calling multi-tenant and hybrid deployments. Sources checked 2026-09-05. Certain hot desk only emergency calling behaviors apply specifically to United States deployments[^28]. The Customer Assist rebranding took effect on 15 May 2025[^18], the hot desk only license model took effect on 12 February 2025[^25], and license usage verification paths reflect documentation updated as of 18 July 2024[^30].

## What remains uncertain

Whether a Webex Calling Dedicated Instance subscription includes Route List Calls without requiring an add-on is not covered by the sources below. Confirming conflicting Webex AI Agent bundle figures (1500 minutes / 1000 sessions versus 2500 minutes / 1600 sessions) against the Flex 3.0 Contact Center data sheet is not covered by the sources below. The full Professional versus Standard feature comparison table from raw markup is not covered by the sources below. The mapping between the legacy Basic license name and the current Standard license is not covered by the sources below. A Route List Calls maximum volume limit per subscription of 10,000 calls is not covered by the sources below. The specific entitlement and consumption model for AI Receptionist for Webex Calling is not covered by the sources below. Which call queue capabilities are entitled at the base Webex Calling Professional tier prior to adding Customer Assist is not covered by the sources below. Additional ordering specifications contained within the Cisco Collaboration Flex Plan Contact Center Ordering Guide are not covered by the sources below.

## Sources

[^1]: The AI Receptionist agent is purchased as an add-on to a Webex Calling professional licence. Source: [AI Receptionist in Webex Calling](https://help.webex.com/en-us/article/4chov0/AI-Receptionist-in-Webex-Calling), licensing. Checked 2026-09-05.
[^2]: The Customer Assist licence includes a Webex Calling professional licence and a user may not hold Webex Calling Standard and Customer Assist at the same time. Source: [Webex Calling Customer Assist](https://help.webex.com/en-us/article/72sb3r/Webex-Calling-Customer-Assist), licensing section. Checked 2026-09-05.
[^3]: The Attendant Console license is an add-on ordered with a Flex-3 purchase order, with a new Webex Calling subscription order, or as a change order against an existing Webex Calling subscription. Source: [Get started with the Attendant Console](https://help.webex.com/en-us/article/4xgekbb/Get-started-with-the-Attendant-Console), section: Provisioning the Attendant Console license. Checked 2026-09-05.
[^4]: Attendant Console is enabled per user in Control Hub under the user's Calling settings at User Call Experience > Attendant Console. Source: [Get started with the Attendant Console](https://help.webex.com/en-us/article/4xgekbb/Get-started-with-the-Attendant-Console), section: Enable the Attendant Console. Checked 2026-09-05.
[^5]: A user must hold a Webex Calling Professional license to access the Attendant Console. Source: [Get started with the Attendant Console](https://help.webex.com/en-us/article/4xgekbb/Get-started-with-the-Attendant-Console), section: Provisioning the Attendant Console license, prerequisite statement. Checked 2026-09-05.
[^6]: Webex AI Agent is licensed as an add-on to the Cisco Collaboration Flex 3.0 Contact Center license, not as a Webex Calling user license. Source: [Webex AI Agent Studio Administration guide](https://help.webex.com/en-us/article/ncs9r37/Webex-AI-Agent-Studio-Administration-guide), section: subscription and licensing prerequisites. Checked 2026-09-05.
[^7]: For enterprise contact centre deployments the Webex AI Agent add-on is purchased in Cisco Commerce Workspace, with ordering detail in the Collaboration Flex Plan Contact Center Ordering Guide. Source: [Webex AI Agent Studio Administration guide](https://help.webex.com/en-us/article/ncs9r37/Webex-AI-Agent-Studio-Administration-guide), section: subscription and licensing prerequisites, enterprise deployments. Checked 2026-09-05.
[^8]: Webex AI Agent is available with Webex Contact Center, Webex Contact Center Enterprise, Unified Contact Center Enterprise and Packaged Contact Center Enterprise, and is not available for Unified Contact Center Express. Source: [Cisco Collaboration Flex 3.0 Contact Center Data Sheet](https://www.cisco.com/c/en/us/products/collateral/customer-collaboration/collab-flex-3-contact-center-ds.html), section: Webex AI Agent add-on, supported platforms. Checked 2026-09-05.
[^9]: 1 Webex AI Agent unit provides 1600 voice minutes or 4800 digital sessions for a scripted agent, and 250 voice minutes or 200 digital sessions for an autonomous agent. Source: [Cisco Collaboration Flex 3.0 Contact Center Data Sheet](https://www.cisco.com/c/en/us/products/collateral/customer-collaboration/collab-flex-3-contact-center-ds.html), section: Webex AI Agent add-on, capacity per unit by agent type. Checked 2026-09-05.
[^10]: Webex AI Agent is purchased in units, with voice interaction usage measured in seconds and digital usage measured in sessions where a session is up to 10 inbound end-user messages and every further 10 messages or part thereof counts as an additional session. Source: [Cisco Collaboration Flex 3.0 Contact Center Data Sheet](https://www.cisco.com/c/en/us/products/collateral/customer-collaboration/collab-flex-3-contact-center-ds.html), section: Webex AI Agent add-on, usage measurement. Checked 2026-09-05.
[^11]: Only users licensed with Customer Assist can be assigned as agents or supervisors for Customer Assist queues. Source: [Webex Calling Customer Assist](https://help.webex.com/en-us/article/72sb3r/Webex-Calling-Customer-Assist), sections: Manage queue agents; Manage queue supervisors. Checked 2026-09-05.
[^12]: The Webex Calling Customer Assist license includes a Webex Calling professional license. Source: [Webex Calling Customer Assist](https://help.webex.com/en-us/article/72sb3r/Webex-Calling-Customer-Assist), section: Overview, licensing statement. Checked 2026-09-05.
[^13]: Cisco's agent-facing help article for the product is titled Get started with Webex Calling Customer Assist for Agents and uses the name Customer Assist 4 times with 0 occurrences of CX Essentials, while the Unified CM migration article names the license CX Essentials, so the same entitlement appears under 2 names across 2 current Cisco articles (inferred). Source: [Get started with Webex Calling Customer Assist for Agents](https://help.webex.com/en-us/article/n15c125), page title and body of the Customer Assist agents article, against the User Calling license paragraph of the Unified CM migration article. Checked 2026-09-16.
[^14]: An existing Webex Calling call queue can be upgraded to a Customer Assist queue. Source: [Webex Calling Customer Assist](https://help.webex.com/en-us/article/72sb3r/Webex-Calling-Customer-Assist), section: Upgrade Webex Calling Call Queue to Customer Assist queue. Checked 2026-09-05.
[^15]: The Customer Assist rename propagated to Partner Hub, Control Hub, User Hub, the Webex App and CSV import templates. Source: [What's new in Webex Calling](https://help.webex.com/en-us/article/rdmb0/What's-new-in-Webex-Calling), dated entry: May 15, 2025. Checked 2026-09-05.
[^16]: Cisco documentation is inconsistent about the entry-level Webex Calling user license name: the license-type reference calls it Standard, the Control Hub upgrade article describes upgrading from basic, and the license-usage tech note reports CSV columns named Webex Calling VAR Basic and Webex Calling VAR Professional (disputed). Source: [Verify Webex Calling License Usage](https://www.cisco.com/c/en/us/support/docs/conferencing/webex-webcasting/222148-verify-webex-calling-license-usage.html), section: verification methods for users, CSV column names; compared against cisco-help-o8wk9-upgrade-wxc-license and cisco-help-n1qbbp7-wxc-features-by-license. Checked 2026-09-05.
[^17]: Existing Customer Experience Essentials licenses, agents, supervisors and queues were moved automatically to Customer Assist at no additional cost. Source: [What's new in Webex Calling](https://help.webex.com/en-us/article/rdmb0/What's-new-in-Webex-Calling), dated entry: May 15, 2025. Checked 2026-09-05.
[^18]: On 15 May 2025 Cisco renamed Webex Customer Experience Essentials to Webex Calling Customer Assist. Source: [What's new in Webex Calling](https://help.webex.com/en-us/article/rdmb0/What's-new-in-Webex-Calling), dated entry: May 15, 2025. Checked 2026-09-05.
[^19]: An individual user's Webex Calling license is changed in Control Hub at Users > select user > Summary > Licenses > Edit Licenses, then selecting the subscription to add or remove and saving. Source: [Edit service licenses in Control Hub for individual users](https://help.webex.com/en-us/article/9dmqgv/Edit-service-licenses-in-Control-Hub-for-individual-users), section: Edit user service details. Checked 2026-09-05.
[^20]: Cisco Collaboration Flex Plan 3.0 is sold under an Enterprise Agreement model with a minimum of 250 knowledge workers and a 15 percent growth allowance for new Flex 3.0 subscriptions, or a Named User model with a minimum of 5 users and no growth allowance. Source: [Cisco Collaboration Flex Plan 3.0 and Webex Suite Data Sheet](https://www.cisco.com/c/en/us/products/collateral/unified-communications/cisco-collaboration-flex-plan/collaboration-flex-plan3-data-sheet.html), section: buying models (Enterprise Agreement and Named User). Checked 2026-09-05.
[^21]: Webex Calling Customer Assist and AI Receptionist for Webex Calling are listed in the Flex Plan 3.0 data sheet as purchasable add-ons available under both the Enterprise Agreement and Named User models. Source: [Cisco Collaboration Flex Plan 3.0 and Webex Suite Data Sheet](https://www.cisco.com/c/en/us/products/collateral/unified-communications/cisco-collaboration-flex-plan/collaboration-flex-plan3-data-sheet.html), section: customer experience and AI add-ons. Checked 2026-09-05.
[^22]: The Flex Plan 3.0 data sheet lists 3 Named User calling license types for Webex Calling: Professional, Standard and Workspace. Source: [Cisco Collaboration Flex Plan 3.0 and Webex Suite Data Sheet](https://www.cisco.com/c/en/us/products/collateral/unified-communications/cisco-collaboration-flex-plan/collaboration-flex-plan3-data-sheet.html), section: Named User Calling License Types. Checked 2026-09-05.
[^23]: Webex Calling license entitlements are documented across 4 license rows: Professional (User), Professional (Workspace), Standard (User) and Workspace. Source: [Features available by license type for Webex Calling](https://help.webex.com/en-us/article/n1qbbp7/Features-available-by-license-type-for-Webex-Calling), section: License Types and Definitions (license comparison table, row labels). Checked 2026-09-05.
[^24]: Group voicemail is entitled at a 1:1 ratio for every Webex Calling Professional license. Source: [Features available by license type for Webex Calling](https://help.webex.com/en-us/article/n1qbbp7/Features-available-by-license-type-for-Webex-Calling), section: License Types and Definitions, entitlement ratio note for Group Voicemail. Checked 2026-09-05.
[^25]: The hot desk only licensing and onboarding model was announced in the Webex Calling what's-new entry dated 12 February 2025. Source: [What's new in Webex Calling](https://help.webex.com/en-us/article/rdmb0/What's-new-in-Webex-Calling), dated entry: February 12, 2025. Checked 2026-09-05.
[^26]: Hot desk only onboarding is limited to Cisco 8800 series devices including the 8875 and 9800 series devices, at a location already enabled for Webex Calling. Source: [Add and manage hot desk only devices](https://help.webex.com/article/n6fhptq/Add-and-manage-hot-desk-only-devices), section: Prerequisites. Checked 2026-09-05.
[^27]: Devices onboarded as hot desk only are assigned a free hot desk only license and do not require a workspace license. Source: [Add and manage hot desk only devices](https://help.webex.com/article/n6fhptq/Add-and-manage-hot-desk-only-devices), section: License usage. Checked 2026-09-05.
[^28]: Hot desk only devices are Kari's Law compliant and allow calls to emergency services without a user signing in. Source: [Add and manage hot desk only devices](https://help.webex.com/article/n6fhptq/Add-and-manage-hot-desk-only-devices), section: Device support for emergency calling. Checked 2026-09-05.
[^29]: To sign in to any hot desk device a user must hold a Webex Calling license; the free hot desk only license covers the device, not the user. Source: [Add and manage hot desk only devices](https://help.webex.com/article/n6fhptq/Add-and-manage-hot-desk-only-devices), section: Guest profile / License usage. Checked 2026-09-05.
[^30]: Purchased and consumed Webex Calling license counts are viewed in Control Hub under Management > Account > Subscriptions > License Summary. Source: [Verify Webex Calling License Usage](https://www.cisco.com/c/en/us/support/docs/conferencing/webex-webcasting/222148-verify-webex-calling-license-usage.html), section: License Viewing Location. Checked 2026-09-05.
[^31]: To assign a Webex Calling Standard license during a Unified CM migration, the documented path is to use a user CSV file and then the Migrate features from the Unified CM tool rather than the data migration tool. Source: [Migrate Unified CM data to Webex Calling](https://help.webex.com/en-us/article/x974bd/Migrate-Unified-CM-to-Webex), section: Call settings, licensing note. Checked 2026-09-05.
[^32]: Users migrated from Unified CM to Webex Calling with the migration tool can be assigned only Calling Professional or CX Essentials licenses. Source: [Migrate Unified CM data to Webex Calling](https://help.webex.com/en-us/article/x974bd/Migrate-Unified-CM-to-Webex), section: Call settings, licensing note. Checked 2026-09-05.
[^33]: Workspaces migrated from Unified CM to Webex using the migration tool can be assigned Workspace or Professional Workspace licenses. Source: [Migrate Unified CM data to Webex Calling](https://help.webex.com/en-us/article/x974bd/Migrate-Unified-CM-to-Webex), section: Call settings, licensing note. Checked 2026-09-05.
[^34]: Once a workspace is upgraded to the professional workspace license it cannot be downgraded back to a common area workspace license. Source: [Upgrade a Webex Calling license for a workspace and user](https://help.webex.com/article/o8wk9), section: Upgrade a workspace's Webex Calling license, restriction note. Checked 2026-09-05.
[^35]: Outgoing and incoming call permissions in Control Hub are configured per user, workspace or virtual line and the call permissions documentation states no Webex Calling license tier as a prerequisite, so call permission behaviour should not be attributed to a Professional versus Standard difference without other evidence (inferred). Source: [Configure call permissions in Control Hub](https://help.webex.com/en-us/article/q94e8c/Configure-call-permissions-in-Control-Hub), sections: Outgoing call permissions; Incoming call permissions; Configure outgoing call permissions for a user or a workspace. Checked 2026-09-05.
[^36]: Professional licenses, both User and Workspace, allow up to 5 devices, while the Standard and Workspace licenses allow 1. Source: [Features available by license type for Webex Calling](https://help.webex.com/en-us/article/n1qbbp7/Features-available-by-license-type-for-Webex-Calling), section: License Types and Definitions, device count column. Checked 2026-09-05.
[^37]: Features listed as available on the Professional license but not the Standard license include virtual lines, executive and executive assistant, hoteling host and guest, directed call pickup, single number reach, visual voicemail with transcription, personal and group contact lists, user-defined schedules, and Microsoft Teams integration. Source: [Features available by license type for Webex Calling](https://help.webex.com/en-us/article/n1qbbp7/Features-available-by-license-type-for-Webex-Calling), section: feature-by-license comparison table, Professional and Standard columns. Checked 2026-09-05.
[^38]: Of the ten features webex-calling-licensing-prof-only-features named as Professional-only, the current feature-by-license table (columns Professional (User) / Professional (Workspace) / Standard / Workspace) still marks three as Standard = N: Virtual Line (1:1 ratio per Pro license) [Y/Y/N/N], Executive [Y/N/N/N], and Executive Assistant [Y/N/N/N]. The other seven now show Standard = Y: Hoteling [Y/Y/Y/Y], Hoteling Guest [Y/N/Y/N], Directed Call Pickup [Y/N/Y/N], Single Number Reach (Office Anywhere) [Y/N/Y/N], Visual Voicemail [Y/N/Y/N], Personal Contact List [Y/N/Y/N], Group Contact List [Y/N/Y/N], User-defined Schedules [Y/N/Y/N], and Microsoft Teams Integration [Y/N/Y/N]. Source: [Features available by license type for Webex Calling](https://help.webex.com/en-us/article/n1qbbp7/Features-available-by-license-type-for-Webex-Calling), section: feature-by-license comparison table, Professional (User) / Professional (Workspace) / Standard / Workspace columns. Checked 2026-09-24.
[^39]: The Webex Calling Professional (User) license is defined as built for individual user calling needs and includes support for soft clients including the Webex App. Source: [Features available by license type for Webex Calling](https://help.webex.com/en-us/article/n1qbbp7/Features-available-by-license-type-for-Webex-Calling), section: License Types and Definitions, row 'Professional (User)'. Checked 2026-09-05.
[^40]: The Webex Calling Professional (Workspace) license is built for workspace calling needs and supports device endpoints only. Source: [Features available by license type for Webex Calling](https://help.webex.com/en-us/article/n1qbbp7/Features-available-by-license-type-for-Webex-Calling), section: License Types and Definitions, row 'Professional (Workspace)'. Checked 2026-09-05.
[^41]: If an error appears when opening a user's Calling settings immediately after a Calling license is added, the documented remediation is to remove the license and reassign it. Source: [Edit service licenses in Control Hub for individual users](https://help.webex.com/en-us/article/9dmqgv/Edit-service-licenses-in-Control-Hub-for-individual-users), section: Edit user service details, troubleshooting note. Checked 2026-09-05.
[^42]: The Route List Calls bursting announcement plays only for outbound off-net calls; it does not play for inbound calls or for emergency calls. Source: [PSTN trunking for hybrid Webex Calling deployments](https://help.webex.com/en-us/article/x3f0tm/PSTN-trunking-for-hybrid-Webex-Calling-deployments), section: Route List Calls license, announcement behaviour. Checked 2026-09-05.
[^43]: When off-net call volume exceeds the 20 percent bursting allowance, non-emergency calls are blocked. Source: [PSTN trunking for hybrid Webex Calling deployments](https://help.webex.com/en-us/article/x3f0tm/PSTN-trunking-for-hybrid-Webex-Calling-deployments), section: Route List Calls license, bursting and blocking behaviour. Checked 2026-09-05.
[^44]: The Route List Calls license includes 20 percent bursting beyond the licensed call volume. Source: [PSTN trunking for hybrid Webex Calling deployments](https://help.webex.com/en-us/article/x3f0tm/PSTN-trunking-for-hybrid-Webex-Calling-deployments), section: Route List Calls license, bursting. Checked 2026-09-05.
[^45]: While in bursting mode the originating on-premises user of an outbound off-net call hears an announcement that the call is in bursting mode and advising them to contact their administrator. Source: [PSTN trunking for hybrid Webex Calling deployments](https://help.webex.com/en-us/article/x3f0tm/PSTN-trunking-for-hybrid-Webex-Calling-deployments), section: Route List Calls license, announcement behaviour. Checked 2026-09-05.
[^46]: Additional Route List Calls capacity is added to an existing subscription by purchasing the Add Route List SKU through a change order, and existing Enterprise Agreement customers need a subscription modification to obtain Route List Calls licenses. Source: [PSTN trunking for hybrid Webex Calling deployments](https://help.webex.com/en-us/article/x3f0tm/PSTN-trunking-for-hybrid-Webex-Calling-deployments), section: Route List Calls license, ordering. Checked 2026-09-05.
[^47]: Calls blocked by Route List Calls capacity exhaustion are rejected at call admission before media is established, so troubleshooting tools that measure media quality will show no packet loss, jitter or MOS degradation for the failed calls (inferred). Source: [PSTN trunking for hybrid Webex Calling deployments](https://help.webex.com/en-us/article/x3f0tm/PSTN-trunking-for-hybrid-Webex-Calling-deployments), section: Route List Calls license, blocking behaviour. Checked 2026-09-05.
[^48]: The Route List Calls license sets the limit for concurrent off-net PSTN route list calls between an on-premises system and either cloud or on-premises PSTN. Source: [PSTN trunking for hybrid Webex Calling deployments](https://help.webex.com/en-us/article/x3f0tm/PSTN-trunking-for-hybrid-Webex-Calling-deployments), section: Route List Calls license. Checked 2026-09-05.
[^49]: Enterprise Agreement customers receive Route List Calls capacity equal to 25 percent of their Webex Calling licensed users. Source: [PSTN trunking for hybrid Webex Calling deployments](https://help.webex.com/en-us/article/x3f0tm/PSTN-trunking-for-hybrid-Webex-Calling-deployments), section: Route List Calls license, entitlement by buying model. Checked 2026-09-05.
[^50]: Incoming calls that exceed the Route List Calls limit are rejected without an announcement to the caller. Source: [PSTN trunking for hybrid Webex Calling deployments](https://help.webex.com/en-us/article/x3f0tm/PSTN-trunking-for-hybrid-Webex-Calling-deployments), section: Route List Calls license, blocking behaviour. Checked 2026-09-05.
[^51]: Named User customers receive no Route List Calls capacity by default and must purchase it separately. Source: [PSTN trunking for hybrid Webex Calling deployments](https://help.webex.com/en-us/article/x3f0tm/PSTN-trunking-for-hybrid-Webex-Calling-deployments), section: Route List Calls license, entitlement by buying model. Checked 2026-09-05.
[^52]: Route List Calls licensing is org-level concurrent call capacity rather than a per-user assignment, so it does not appear on an individual user's license record in Control Hub (inferred). Source: [PSTN trunking for hybrid Webex Calling deployments](https://help.webex.com/en-us/article/x3f0tm/PSTN-trunking-for-hybrid-Webex-Calling-deployments), section: Route List Calls license, ordering and entitlement by buying model. Checked 2026-09-05.
[^53]: Trial subscriptions include 10 concurrent Route List Calls. Source: [PSTN trunking for hybrid Webex Calling deployments](https://help.webex.com/en-us/article/x3f0tm/PSTN-trunking-for-hybrid-Webex-Calling-deployments), section: Route List Calls license, entitlement by buying model. Checked 2026-09-05.
[^54]: A Webex Calling Standard licensed user can have either a physical device or soft clients, but not both. Source: [Features available by license type for Webex Calling](https://help.webex.com/en-us/article/n1qbbp7/Features-available-by-license-type-for-Webex-Calling), section: License Types and Definitions, note beneath the device count column. Checked 2026-09-05.
[^55]: The Webex Calling Standard license does not include AI Assistant for calling. Source: [Features available by license type for Webex Calling](https://help.webex.com/en-us/article/n1qbbp7/Features-available-by-license-type-for-Webex-Calling), section: feature-by-license comparison table, row for AI Assistant. Checked 2026-09-05.
[^56]: A single user cannot be assigned both a Webex Calling Standard license and a Customer Assist license. Source: [Edit service licenses in Control Hub for individual users](https://help.webex.com/en-us/article/9dmqgv/Edit-service-licenses-in-Control-Hub-for-individual-users), section: Edit user service details, restriction note. Checked 2026-09-05.
[^57]: Control Hub supports upgrading a workspace's and a user's Webex Calling license to the professional tier while retaining existing workspace settings. Source: [Upgrade a Webex Calling license for a workspace and user](https://help.webex.com/article/o8wk9), sections: Upgrade a workspace's Webex Calling license; Upgrade a user's Webex Calling license. Checked 2026-09-05.
[^58]: Per-user Webex Calling license assignment is verified by exporting the user CSV from Control Hub, and per-workspace assignment by exporting the workspace CSV and reading the Calling column. Source: [Verify Webex Calling License Usage](https://www.cisco.com/c/en/us/support/docs/conferencing/webex-webcasting/222148-verify-webex-calling-license-usage.html), section: Verification Methods by License Type, Users and Workspaces subsections. Checked 2026-09-05.
[^59]: A single virtual line can be assigned to a maximum of 36 devices. Source: [Multi line support in Webex Calling using virtual lines](https://help.webex.com/en-us/article/nthc9kbb/Multi-line-support-in-Webex-Calling-using-virtual-lines), section: Limitations. Checked 2026-09-05.
[^60]: Creating a virtual line requires no additional license, user ID or email address. Source: [Multi line support in Webex Calling using virtual lines](https://help.webex.com/en-us/article/nthc9kbb/Multi-line-support-in-Webex-Calling-using-virtual-lines), section: Overview. Checked 2026-09-05.
[^61]: A virtual line can be assigned only to users and workspaces that hold a Webex Calling professional license. Source: [Multi line support in Webex Calling using virtual lines](https://help.webex.com/en-us/article/nthc9kbb/Multi-line-support-in-Webex-Calling-using-virtual-lines), section: Overview, licensing prerequisite. Checked 2026-09-05.
[^62]: Virtual lines are entitled at a 1:1 ratio for every Webex Calling Professional license. Source: [Features available by license type for Webex Calling](https://help.webex.com/en-us/article/n1qbbp7/Features-available-by-license-type-for-Webex-Calling), section: License Types and Definitions, entitlement ratio note for Virtual Lines. Checked 2026-09-05.
[^63]: The Webex Calling Workspace license is built for shared use and common area locations, Cisco phones and ATAs, and is limited to a single device. Source: [Features available by license type for Webex Calling](https://help.webex.com/en-us/article/n1qbbp7/Features-available-by-license-type-for-Webex-Calling), section: License Types and Definitions, row 'Workspace'. Checked 2026-09-05.
[^64]: The Webex Calling Workspace license excludes soft clients, shared lines, virtual lines, hot desking user, voicemail and Microsoft Teams integration. Source: [Features available by license type for Webex Calling](https://help.webex.com/en-us/article/n1qbbp7/Features-available-by-license-type-for-Webex-Calling), section: feature-by-license comparison table, Workspace column. Checked 2026-09-05.
[^65]: Cisco states that when users migrate from Unified CM to Webex Calling using the migration tool they can only be assigned Calling Professional or CX Essentials licenses, that an administrator needing to assign a Webex Standard license must not use that tool and should instead use a user CSV file followed by the Migrate features from Unified CM tool, and that a migrating workspace can be assigned Workspace or Professional Workspace licenses. Source: [Migrate Unified CM data to Webex Calling](https://help.webex.com/en-us/article/x974bd/Migrate-Unified-CM-to-Webex), Calling license options, User Calling license and Workspace Calling License paragraphs. Checked 2026-09-16.
[^66]: When concurrent calls exceed the route list calls licence limit up to 20 percent additional capacity is allowed, and off-net calls beyond that bursting limit are blocked. Source: [Notifications in Control Hub](https://help.webex.com/article/nlxh072/Manage-Alerts-for-Advanced-Diagnostics-and-Troubleshooting-in-Control-Hub), Route List calls blocked alert. Checked 2026-09-05.
[^67]: Webex Contact Center Enterprise is sold on a concurrent agent buying model under the Collaboration Flex Plan with 2 combinable agent types, standard and premium. Source: [Webex Contact Center Enterprise Data Sheet](https://www.cisco.com/c/en/us/products/collateral/contact-center/webex-contact-center-enterprise/datasheet-c78-743365.html), Licensing, agent types, tables 2 and 3. Checked 2026-09-05.
[^68]: Cisco states that the 1095 day default applies only to the data retention policy, that storage usage is billed separately under the customer's contract, and that the customer should review their agreement for storage entitlements and cost implications. Source: [Manage Retention and Purge Recordings and Transcripts in Webex Contact Center](https://help.webex.com/en-us/article/uimme/Manage-Retention-and-Purge-Recordings-and-Transcripts-in-Webex-Contact-Center), Key Features, note under Default Retention. Checked 2026-09-05.
[^69]: The Webex Customer Experience agreement sets a target availability of 99.999 percent on the standard tier and 100 percent on the gold tier, measured over 1 calendar month, and states these are targets rather than warranties. Source: [Webex Customer Experience Service Level Agreement and Service Level Objective](https://trustportal.cisco.com/c/dam/r/ctp/docs/corporate-policy/sla-slo/webex-customer-experience-sla-slo.pdf), section 1.1, table 1. Checked 2026-09-05.
[^70]: The Webex Customer Experience service level agreement applies to orders placed on or after 31 July 2025 for Webex Contact Center ordered under a named part number, Webex Connect and Webex Campaign, and does not name Webex Contact Center Enterprise or Webex Engage. Source: [Webex Customer Experience Service Level Agreement and Service Level Objective](https://trustportal.cisco.com/c/dam/r/ctp/docs/corporate-policy/sla-slo/webex-customer-experience-sla-slo.pdf), opening paragraph. Checked 2026-09-05.
[^71]: Third-Party Transcription and Real-Time Translation is free in Webex Events and a paid add-on in Webex Meetings, Webinars and Vidcast. Source: [Third-Party Transcription and Real-Time Translation - AI Transparency Technical Note](https://trustportal.cisco.com/c/dam/r/ctp/docs/white-paper/collaboration/ai-transparency-third-party-transcription-translation-technical-note.pdf), Feature Overview, page 4. Checked 2026-09-05.
[^72]: Webex Contact Center Enterprise for Government bills on committed agents with monthly overage, calculated when agents used exceed agents purchased and quoted to the reseller rather than to the customer. Source: [Webex Contact Center Enterprise for Government Data Sheet](https://www.cisco.com/c/en/us/products/collateral/contact-center/webex-contact-center-enterprise/webex-cc-enterprise-govt-ds.html), Table 4, committed agents and agent overages rows. Checked 2026-09-05.
[^73]: The government edition offers a concurrent agent buying model only, with standard and premium agent types and no named agent option at the base product level. Source: [Webex Contact Center Enterprise for Government Data Sheet](https://www.cisco.com/c/en/us/products/collateral/contact-center/webex-contact-center-enterprise/webex-cc-enterprise-govt-ds.html), Table 2, buying model and agent types. Checked 2026-09-05.
[^74]: The add-on document defines a named agent as a unique contact centre user who logs in in any given month and a port as a logical connection point for a single voice call involving an interactive voice response function. Source: [Cisco Collaboration Flex Plan Webex Contact Center Enterprise Add-On Overview](https://www.cisco.com/c/en/us/products/collateral/unified-communications/cisco-collaboration-flex-plan/datasheet-c78-743548.html), definitions section. Checked 2026-09-05.
[^75]: A standard agent includes a browser-based desktop, inbound and outbound voice, touch-tone interactive voice response and web and voice callbacks; a premium agent adds Enterprise Chat and Email, multichannel reporting and analytics, and supervisor monitoring and barge-in for all agent types. Source: [Webex Contact Center Enterprise for Government Data Sheet](https://www.cisco.com/c/en/us/products/collateral/contact-center/webex-contact-center-enterprise/webex-cc-enterprise-govt-ds.html), Table 3, agent types. Checked 2026-09-05.
[^76]: Any answer about what a Webex Calling customer can reach through an agent interface depends on their licence, and the corpus holds a separate Webex Calling licensing topic that this topic does not restate (inferred). Source: [Webex Suite MCP Server](https://developer.webex.com/mcp/docs/webex-suite-mcp-server), Prerequisites. Checked 2026-09-05.