# Webex Calling call quality troubleshooting in Control Hub Canonical: https://warmtransfer.net/knowledge/webex-calling-troubleshooting Last verified: 2026-09-16 Webex Calling exposes call quality diagnostics in Control Hub through a dedicated troubleshooting view covering calls from the past 21 days[^2]. Cisco states that this troubleshooting view helps identify the problem area by providing relevant metrics, though it cannot necessarily provide the root cause of a poor call[^51]. ## Troubleshooting access and search Opening the Webex Calling troubleshooting view requires the full administrator, read-only administrator, or support administrator role in Control Hub[^49]. WarmTransfer's reading of the sources is that no source read publishes a licence, subscription, or entitlement requirement for Advanced Troubleshooting, which is described only as a role a full administrator either has or lacks[^32]. Webex Calling calls appear in the troubleshooting view only after the call ends, whereas meetings can be viewed while in progress[^10]. The default troubleshooting view displays the last 7 days, and the searchable window extends to 21 days[^47]. Sources disagree on partial phone number search: one section states that entering the first 2 digits lists possible numbers before an enter keypress attempts an exact match[^45], while another section of the same article states that entering the first 3 to 8 digits shows matching entries and entering more than 8 digits attempts an exact match[^44]. In addition, the advanced diagnostics article describes phone number search as an exact string match without mentioning partial digit entry[^30]. In April 2026, 4 call-level media quality indicators—total calls, call segments, total calls with media, and number of media sessions—were added to troubleshooting searches by user or email address[^6]. ## Quality thresholds and call classification Quality grading applies to Webex Calling calls only and does not apply to Webex meetings or Call on Webex sessions in the same search interface[^42]. A call in the troubleshooting view carries 1 of 3 statuses: successful, refusal, or failure[^9]. Overall call quality also takes 1 of 3 values: poor when either party had a poor end-to-end experience, good when neither exceeded the thresholds, and none or not available when no media quality data exists[^34]. A good quality call is 1 where every media session within the call was categorised as good quality[^18]. | Evaluation point | Packet loss | Latency / Round trip time | Jitter | | --- | --- | --- | --- | | Endpoint (call grading) | Below 5 percent[^15] | Below 400 milliseconds[^15] | Below 150 milliseconds[^15] | | Media relay point (hop grading) | Below 2.5 percent[^19] | Below 200 milliseconds[^19] | Below 75 milliseconds[^19] | Cisco's November 2025 troubleshooting technical paper publishes the same hop quality thresholds of 2.5 percent packet loss, 200 milliseconds latency, and 75 milliseconds jitter as the September 2026 help article[^36]. The Control Hub call quality drop alert defines good as both video and audio streams below 150 milliseconds jitter, 400 milliseconds latency, and 5 percent packet loss, and poor as both streams above all 3[^3]. Sources disagree regarding local gateway network targets, as Cisco states in a contact center transition guide that 1-way latency between the local gateway and the Webex Calling data centre should not exceed 100 milliseconds, with jitter under 10 milliseconds and packet loss under half a percent[^54]. Sources disagree on meetings and Call on Webex quality definitions: the technical paper publishes a 3-tier scheme with good below 300 milliseconds latency and 3 percent packet loss, whereas the advanced diagnostics article publishes a 2-tier live map indicator where good requires packet loss at or below 5 percent and latency at or below 400 milliseconds, with no jitter component[^25][^24]. ## Call flows and hop analysis A correlation identifier ties together multiple call segments or call legs belonging to the same call[^12]. A call segment is 1 direct hop or connection between 2 participants and forms the unit for the troubleshooting view's hop model[^8]. A call segment is typically composed of 2 call detail records, an originating and a terminating leg, but a public switched telephone network call may generate only the terminating leg from the Webex Calling perspective[^46]. Cisco names 5 supported call flow types for troubleshooting: on-net optimized, on-net unoptimized, on-net cloud hosted, and off-net through a cloud connected public telephone network provider or through a local gateway[^16]. On an on-net optimized call where interactive connectivity establishment succeeds, the cloud media relay is removed from the path and media flows directly between the devices[^20]. Cisco names 3 causes of media path optimization failure: unsuccessful access to the session traversal utilities server, a failed connectivity check, and the default path's round trip time being similar to or better than any optimized path[^50]. Visibility varies across public switched telephone network and cloud legs: - For public telephone network calls through a cloud connected provider or a local gateway, hop data is collected from the Webex Calling cloud and not from the public network endpoint[^41]. - For off-net calls through a cloud connected public telephone network provider, the end-to-end experience and receive stream metrics of the caller on the public network are not available because those metrics are not transmitted to the Webex Calling cloud[^11]. - For off-net calls through a local gateway, the end-to-end experience and receive stream metrics of the callee are not available because those metrics are not transmitted to the Webex Calling cloud[^23]. - Cisco's troubleshooting technical paper advises preferring voice over internet protocol calls over public telephone network calls for better diagnostic visibility and quality[^39]. - WarmTransfer's reading of the sources is that the media server used to collect or deposit voicemail does not report metrics, with Cisco asserting that the quality of that segment is internal and always high quality and low latency[^53]. - In some call park and retrieve scenarios, only 1 call leg appears, requiring the administrator to manually correlate the 2 legs using a common entity such as overlapping time, though Cisco names a future enhancement to remove that need without giving a date[^7]. In the hop details view, trunk and route group fields appear only when a local gateway is involved in the hop, and the public network vendor name field appears only when the public telephone network is involved[^52]. 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[^43]. ## Diagnostic data and device limitations Local and public internet protocol addresses in the hop details view are partially masked to preserve users' personal identity[^22]. Cisco states the geolocation derived from a public address is not accurate when the endpoint connects over private network connect, or when a Webex App user reaches the enterprise through a virtual private network[^17]. Network infrastructure details are collected only when an administrator explicitly turns on the setting allowing Cisco to collect network details under organisation settings, which is off by default[^28]. Cisco instructs administrators not to use a missing network field as evidence of a network fault and to look for a repeatable pattern across affected calls instead[^27]. Coverage varies across devices and versions: - Webex Calling captures and processes media quality metrics from 3 named third-party device vendors: Polycom, Yealink, and AudioCodes[^48]. - Media quality metrics and originating and terminating network-side flows are not available for analog phones or endpoints using internet protocol version 6[^4]. - The minute-by-minute view is available only for calls handled through Webex clients and RoomOS endpoints, is not available for multiplatform phones or Cisco-managed third-party endpoints, and is stated as coming for PhoneOS clients in the future[^26]. - RoomOS network infrastructure coverage splits by release: switch chassis identifier, switch port identifier, and wireless basic service set identifier arrive in RoomOS 26.9.1 of September 2026, and switch name and wireless network name in RoomOS 26.10.1 of October 2026[^29]. - A minimum version cell in the advanced diagnostics device support matrix contains the single unseparated string ROOMOS 2019-08-16 3DAC3CFA60C, which reads as 2 identifiers merged into 1 cell[^14]. ## Diagnostic workflows and exports Cisco maps no-media conditions directly to the responsible party: media not received from a local gateway is for the customer administrator to investigate, while media not received from cloud public network or not sent to the receiver is addressed by Webex engineering[^33]. Cisco's troubleshooting technical paper offers a 9-step linear checklist rather than a branching decision tree: identify the issue, gather details, search in Control Hub, review indicators, check connection type, analyse hardware and environment, inspect the network path, advise the user, and set alerts[^35]. WarmTransfer's reading of the sources is that 1 worked example in the technical paper deduces correlated end-to-end and receive packet loss spikes point at the local participant's own connection, recommending investigation of that participant's local network internet connection and computer[^38]. Cisco's technical paper also directs the reader to the ThousandEyes and Meraki integrations for network assessment beyond what Control Hub itself shows[^37]. Export from the troubleshooting view is capped at 100 troubleshooting call records per comma-separated values file[^13]. WarmTransfer's reading of the sources is that no application programming interface or programmatic export for troubleshooting or media quality data is stated across the sources, leaving per-call file downloads capped at 100 records as the only documented mechanisms[^31]. None of the 86 fields returned by the Webex Calling Detailed Call History API is a media quality metric, containing no mention of jitter, packet loss, latency, round trip time, mean opinion score, or media quality[^56]. WarmTransfer's reading of the sources is that media quality data for Webex Calling is not obtainable programmatically from either documented surface: the Detailed Call History API returns no quality field, and the analytics documentation offers a historical metrics API to Pro Pack customers for messaging and devices data while naming no API in its Webex Calling or Media Quality sections[^59]. In April 2026, the Webex Calling media quality dashboard in Analytics renamed call legs to media sessions and split its data into Webex Calling and Calls on Webex categories[^5]. The Calling Media Quality dashboard filters by media session quality, location, local IP address, media connection endpoint and device types, audio and video codecs, and time distribution; Cisco notes that the location filter applies only to call-level quality indicators[^57]. Control Hub analytics holds 13 months of historical data for calls based in Webex App where the organisation has Pro Pack and 3 months where it does not[^55]. The only statement tying data retention to licence level notes that Pro Pack customers generally have more historical data available, appearing in a discussion of Analytics dashboards rather than the troubleshooting view[^40]. Cisco states that Control Hub analytics keeps historical data for calls involving Webex Calling desk phones, desktop and mobile Webex App, the Webex Calling App, and Cisco Room Series devices, and that data is not captured for calls based in Cisco Unified Communications Manager, Cisco Dedicated Instance, or Cisco Webex Cloud-Connected UC[^58]. ## See also - See also [Call quality metrics and MOS estimation](https://warmtransfer.net/knowledge/call-quality-metrics). - See also [Webex Calling architecture and deployment models](https://warmtransfer.net/knowledge/webex-calling-architecture). - See also [ThousandEyes and Meraki for voice network assessment](https://warmtransfer.net/knowledge/network-assessment-tooling). - See also [Control Hub notifications and threshold alerts](https://warmtransfer.net/knowledge/control-hub-notifications-alerts). - See also [The Webex Calling Detailed Call History API](https://warmtransfer.net/knowledge/webex-calling-cdr). - See also [Local Gateway design and configuration](https://warmtransfer.net/knowledge/webex-calling-local-gateway). - See also [Trunks route groups and dial plans in Control Hub](https://warmtransfer.net/knowledge/webex-calling-trunks-route-groups). - See also [Webex Calling ICE media path optimization](https://warmtransfer.net/knowledge/webex-calling-media-optimization). - See also [Webex Calling Dedicated Instance applicability](https://warmtransfer.net/knowledge/webex-calling-dedicated-instance). - See also [One-way and no-way audio diagnosis](https://warmtransfer.net/knowledge/one-way-audio). ## Applicability Applies to: Cisco Webex Calling, Cisco Webex, and Cisco Webex Meetings. Deployments: multi-tenant. Sources checked 2026-09-16. Media quality metrics are not currently supported for customers based in India, with support planned for a later date[^21]. Specific feature support includes RoomOS 26.9.1 from September 2026 and RoomOS 26.10.1 from October 2026 for network infrastructure fields[^29]. ## What remains uncertain - Whether a Webex Calling interface exposes call detail records or media quality data programmatically is not covered by the sources below. - Any supported route for exporting media quality data other than the 100-record CSV is not covered by the sources below. - What a partner administrator can see of a customer's call quality data is not covered by the sources below. - Which diagnostic surface covers a Dedicated Instance call at all is not covered by the sources below. - Whether Pro Pack extends the 21 day troubleshooting window or only Analytics retention is not covered by the sources below. - How the analytics retention window relates to the 21 day troubleshooting window is not covered by the sources below. - How call segment call leg media session and hop relate to each other across Control Hub surfaces is not covered by the sources below. - What ThousandEyes and Meraki add once Control Hub visibility is exhausted is not covered by the sources below. ## Sources [^1]: 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. [^2]: The Control Hub troubleshooting view exposes 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), Overview, capability bullet list. Checked 2026-09-05. [^3]: The Control Hub call quality drop alert defines good as both video and audio streams below 150 milliseconds jitter, 400 milliseconds latency and 5 percent packet loss, and poor as both streams above all 3. Source: [Notifications in Control Hub](https://help.webex.com/article/nlxh072/Manage-Alerts-for-Advanced-Diagnostics-and-Troubleshooting-in-Control-Hub), Add a call quality drop alert. Checked 2026-09-05. [^4]: Media quality metrics and originating and terminating network-side flows are not available for analog phones or for endpoints using internet protocol version 6. Source: [Troubleshoot Webex Calling calls in Control Hub](https://help.webex.com/en-us/article/frj1efb/Troubleshoot-Webex-Calling-Media-Quality-in-Control-Hub), Limitations. Checked 2026-09-05. [^5]: In April 2026 the Webex Calling media quality dashboard in Analytics renamed call legs to media sessions and split its data into Webex Calling and Calls on Webex categories. Source: [What's new in Control Hub](https://help.webex.com/en-us/article/n45okcs/What-s-New-in-Webex-Analytics-and-Troubleshooting), What's new in Control Hub, April 2026, Enhancements to the Webex Calling Media Quality dashboard in Analytics. Checked 2026-09-05. [^6]: 4 call-level media quality indicators - total calls, call segments, total calls with media, and number of media sessions - were added to troubleshooting search by user or email address in April 2026. Source: [What's new in Control Hub](https://help.webex.com/en-us/article/n45okcs/What-s-New-in-Webex-Analytics-and-Troubleshooting), What's new in Control Hub, April 2026, New call-level media quality KPIs in Troubleshooting. Checked 2026-09-05. [^7]: In some call park and retrieve scenarios only 1 call leg appears and the administrator must manually correlate the 2 legs using a common entity such as overlapping time; Cisco names a future enhancement to remove that need without giving a date. Source: [Troubleshoot Webex Calling calls in Control Hub](https://help.webex.com/en-us/article/frj1efb/Troubleshoot-Webex-Calling-Media-Quality-in-Control-Hub), Supported Call Flows, closing paragraphs. Checked 2026-09-05. [^8]: A call segment is 1 direct hop or connection between 2 participants and is the unit the troubleshooting view's hop model is built on. Source: [Troubleshoot Webex Calling calls in Control Hub](https://help.webex.com/en-us/article/frj1efb/Troubleshoot-Webex-Calling-Media-Quality-in-Control-Hub), What is a call segment callout. Checked 2026-09-05. [^9]: A call in the troubleshooting view carries 1 of 3 statuses: successful, refusal or failure. 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 results column definitions table, Status row. Checked 2026-09-05. [^10]: Webex Calling calls appear in the troubleshooting view only after the call ends, where meetings can be viewed while in progress. Source: [Troubleshoot Webex Calling calls in Control Hub](https://help.webex.com/en-us/article/frj1efb/Troubleshoot-Webex-Calling-Media-Quality-in-Control-Hub), Overview, capability bullet list. Checked 2026-09-05. [^11]: For an off-net call through a cloud connected public telephone network provider, the end-to-end experience and receive stream metrics of the caller on the public network are not available because those metrics are not transmitted to the Webex Calling cloud. Source: [Troubleshoot Webex Calling calls in Control Hub](https://help.webex.com/en-us/article/frj1efb/Troubleshoot-Webex-Calling-Media-Quality-in-Control-Hub), Off-net PSTN through CCPP, item 4. Checked 2026-09-05. [^12]: A correlation identifier ties together multiple call segments or call legs belonging to the same call. 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 results column definitions table, Correlation ID row. Checked 2026-09-05. [^13]: Export from the troubleshooting view is capped at 100 troubleshooting call records per comma-separated values file. Source: [Troubleshoot Webex Calling calls in Control Hub](https://help.webex.com/en-us/article/frj1efb/Troubleshoot-Webex-Calling-Media-Quality-in-Control-Hub), Download search results or Troubleshooting call records as a CSV file. Checked 2026-09-05. [^14]: A minimum version cell in the advanced diagnostics device support matrix contains the single unseparated string ROOMOS 2019-08-16 3DAC3CFA60C, which reads as 2 identifiers merged into 1 cell. Source: [Advanced diagnostics and troubleshooting in Control Hub](https://help.webex.com/en-us/article/ni3wlvw/Advanced-diagnostics-and-troubleshooting-in-Control-Hub), Devices Advanced Diagnostics support matrix, Minimum Version row, cloud-registered devices column. Checked 2026-09-05. [^15]: A Webex Calling call is graded good when the endpoint reports packet loss below 5 percent, latency or round trip time below 400 milliseconds, and jitter below 150 milliseconds. Source: [Troubleshoot Webex Calling calls in Control Hub](https://help.webex.com/en-us/article/frj1efb/Troubleshoot-Webex-Calling-Media-Quality-in-Control-Hub), Troubleshooting media quality issues, end-to-end grading bullet list. Checked 2026-09-05. [^16]: Cisco names 5 supported call flow types for troubleshooting: on-net optimized, on-net unoptimized, on-net cloud hosted, and off-net through a cloud connected public telephone network provider or through a local gateway. Source: [Troubleshoot Webex Calling calls in Control Hub](https://help.webex.com/en-us/article/frj1efb/Troubleshoot-Webex-Calling-Media-Quality-in-Control-Hub), Supported Call Flows. Checked 2026-09-05. [^17]: Cisco states the geolocation derived from a public address is not accurate when the endpoint connects over private network connect, or when a Webex App user reaches the enterprise through a virtual private network. Source: [Troubleshoot Webex Calling calls in Control Hub](https://help.webex.com/en-us/article/frj1efb/Troubleshoot-Webex-Calling-Media-Quality-in-Control-Hub), hop details view table, Geolocation row. Checked 2026-09-05. [^18]: A good quality call is 1 where every media session within the call was categorised as good quality. Source: [Troubleshoot Webex Calling calls in Control Hub](https://help.webex.com/en-us/article/frj1efb/Troubleshoot-Webex-Calling-Media-Quality-in-Control-Hub), Searched user's Key Performance Indicators, Total calls with media. Checked 2026-09-05. [^19]: A hop is graded good when the media relay point reports packet loss below 2.5 percent, latency or round trip time below 200 milliseconds, and jitter below 75 milliseconds. Source: [Troubleshoot Webex Calling calls in Control Hub](https://help.webex.com/en-us/article/frj1efb/Troubleshoot-Webex-Calling-Media-Quality-in-Control-Hub), Troubleshooting media quality issues, hop grading bullet list. Checked 2026-09-05. [^20]: On an on-net optimized call where interactive connectivity establishment succeeds, the cloud media relay is removed from the path and media flows directly between the devices. Source: [Troubleshoot Webex Calling calls in Control Hub](https://help.webex.com/en-us/article/frj1efb/Troubleshoot-Webex-Calling-Media-Quality-in-Control-Hub), On-net Optimized Call Flow. Checked 2026-09-05. [^21]: Cisco states that media quality metrics are not currently supported for customers based in India and that support is planned for a later date. Source: [Troubleshoot Webex Calling calls in Control Hub](https://help.webex.com/en-us/article/frj1efb/Troubleshoot-Webex-Calling-Media-Quality-in-Control-Hub), Limitations, final bullet. Checked 2026-09-05. [^22]: Local and public internet protocol addresses in the hop details view are partially masked to preserve users' personal identity. Source: [Troubleshoot Webex Calling calls in Control Hub](https://help.webex.com/en-us/article/frj1efb/Troubleshoot-Webex-Calling-Media-Quality-in-Control-Hub), hop details view table, Local IP and Public IP rows. Checked 2026-09-05. [^23]: For an off-net call through a local gateway, the end-to-end experience and receive stream metrics of the callee are not available because those metrics are not transmitted to the Webex Calling cloud. Source: [Troubleshoot Webex Calling calls in Control Hub](https://help.webex.com/en-us/article/frj1efb/Troubleshoot-Webex-Calling-Media-Quality-in-Control-Hub), Off-net PSTN through Local Gateway, item 4. Checked 2026-09-05. [^24]: The advanced diagnostics article counts meeting quality as good when packet loss was at or below 5 percent and latency at or below 400 milliseconds, with no jitter component (disputed). Source: [Advanced diagnostics and troubleshooting in Control Hub](https://help.webex.com/en-us/article/ni3wlvw/Advanced-diagnostics-and-troubleshooting-in-Control-Hub), Live meetings map, key performance indicators. Checked 2026-09-05. [^25]: 2 Cisco sources describe meetings and Call on Webex quality differently: the technical paper publishes a 3-tier scheme with good below 300 milliseconds latency and 3 percent packet loss, and the advanced diagnostics article publishes a 2-tier live map indicator with good at or below 400 milliseconds and 5 percent (disputed). Source: [Technical Paper: Troubleshooting Webex Meetings and Calls](https://www.cisco.com/c/dam/td-xml/en_us/voice-ip-comm/cloudcollaboration/controlhub/topics/Troubleshooting/Troubleshooting_Webex_Meetings_and_Calls.pdf), page 14 Quality Thresholds table; advanced diagnostics article Live meetings map indicators. Checked 2026-09-05. [^26]: The minute-by-minute view is available only for calls handled through Webex clients and RoomOS endpoints, is not available for multiplatform phones or Cisco-managed third-party endpoints, and is stated as coming for PhoneOS clients in the future. Source: [Troubleshoot Webex Calling calls in Control Hub](https://help.webex.com/en-us/article/frj1efb/Troubleshoot-Webex-Calling-Media-Quality-in-Control-Hub), Minute-by-minute view, second paragraph. Checked 2026-09-05. [^27]: Cisco instructs administrators not to use a missing network field as evidence of a network fault and to look for a repeatable pattern across affected calls instead. Source: [Troubleshoot Webex Calling calls in Control Hub](https://help.webex.com/en-us/article/frj1efb/Troubleshoot-Webex-Calling-Media-Quality-in-Control-Hub), Interpret the information callout. Checked 2026-09-05. [^28]: Network infrastructure details are collected only when an administrator explicitly turns on the setting allowing Cisco to collect network details under organisation settings, and that setting is off by default. Source: [Troubleshoot Webex Calling calls in Control Hub](https://help.webex.com/en-us/article/frj1efb/Troubleshoot-Webex-Calling-Media-Quality-in-Control-Hub), Network infrastructure details, closing paragraph. Checked 2026-09-05. [^29]: RoomOS network infrastructure coverage splits by release: switch chassis identifier, switch port identifier and wireless basic service set identifier arrive in RoomOS 26.9.1 of September 2026, and switch name and wireless network name in RoomOS 26.10.1 of October 2026. Source: [Troubleshoot Webex Calling calls in Control Hub](https://help.webex.com/en-us/article/frj1efb/Troubleshoot-Webex-Calling-Media-Quality-in-Control-Hub), Network infrastructure details, limitations bullets. Checked 2026-09-05. [^30]: The advanced diagnostics article describes phone number search as an exact string match and does not mention partial digit entry. Source: [Advanced diagnostics and troubleshooting in Control Hub](https://help.webex.com/en-us/article/ni3wlvw/Advanced-diagnostics-and-troubleshooting-in-Control-Hub), Search by phone number. Checked 2026-09-05. [^31]: No source read in this tranche states an application programming interface or programmatic export for troubleshooting or media quality data; the only documented mechanisms are per-call file downloads capped at 100 records (inferred). Source: [Troubleshoot Webex Calling calls in Control Hub](https://help.webex.com/en-us/article/frj1efb/Troubleshoot-Webex-Calling-Media-Quality-in-Control-Hub), whole-article scan across the five sources for API and call detail record references. Checked 2026-09-05. [^32]: No source read publishes a licence, subscription or entitlement requirement for Advanced Troubleshooting; it is described only as a role a full administrator either has or lacks (inferred). Source: [Advanced diagnostics and troubleshooting in Control Hub](https://help.webex.com/en-us/article/ni3wlvw/Advanced-diagnostics-and-troubleshooting-in-Control-Hub), Join in-progress meetings and Live meetings search table sections. Checked 2026-09-05. [^33]: Cisco maps no-media conditions to the party responsible for fixing them: media not received from a local gateway is for the customer administrator to investigate, while media not received from cloud public network or not sent to the receiver is addressed by Webex engineering. Source: [Troubleshoot Webex Calling calls in Control Hub](https://help.webex.com/en-us/article/frj1efb/Troubleshoot-Webex-Calling-Media-Quality-in-Control-Hub), Troubleshooting media quality issues, no-media issue bullet list. Checked 2026-09-05. [^34]: Overall call quality takes 1 of 3 values: poor when either party had a poor end-to-end experience, good when neither exceeded the thresholds, and none or not available when no media quality data exists. 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 results column definitions table, Overall quality row. Checked 2026-09-05. [^35]: Cisco's troubleshooting technical paper offers a 9-step linear checklist rather than a branching decision tree: identify the issue, gather details, search in Control Hub, review indicators, check connection type, analyse hardware and environment, inspect the network path, advise the user and set alerts. Source: [Technical Paper: Troubleshooting Webex Meetings and Calls](https://www.cisco.com/c/dam/td-xml/en_us/voice-ip-comm/cloudcollaboration/controlhub/topics/Troubleshooting/Troubleshooting_Webex_Meetings_and_Calls.pdf), page 37, Troubleshooting Checklist. Checked 2026-09-05. [^36]: Cisco's November 2025 troubleshooting technical paper publishes the same hop quality thresholds of 2.5 percent packet loss, 200 milliseconds latency and 75 milliseconds jitter that the September 2026 help article gives. Source: [Technical Paper: Troubleshooting Webex Meetings and Calls](https://www.cisco.com/c/dam/td-xml/en_us/voice-ip-comm/cloudcollaboration/controlhub/topics/Troubleshooting/Troubleshooting_Webex_Meetings_and_Calls.pdf), page 13, Webex Calling Hop Quality table. Checked 2026-09-05. [^37]: Cisco's technical paper directs the reader to the ThousandEyes and Meraki integrations for network assessment beyond what Control Hub itself shows. Source: [Technical Paper: Troubleshooting Webex Meetings and Calls](https://www.cisco.com/c/dam/td-xml/en_us/voice-ip-comm/cloudcollaboration/controlhub/topics/Troubleshooting/Troubleshooting_Webex_Meetings_and_Calls.pdf), page 13 cross-reference and pages 30 to 31 integration sections. Checked 2026-09-05. [^38]: Cisco's technical paper works 1 example in which correlated end-to-end and receive packet loss spikes are deduced to point at the local participant's own connection, and recommends investigating that participant's local network internet connection and computer (inferred). Source: [Technical Paper: Troubleshooting Webex Meetings and Calls](https://www.cisco.com/c/dam/td-xml/en_us/voice-ip-comm/cloudcollaboration/controlhub/topics/Troubleshooting/Troubleshooting_Webex_Meetings_and_Calls.pdf), page 13, paragraph following the packet loss definition. Checked 2026-09-05. [^39]: Cisco's troubleshooting technical paper advises preferring voice over internet protocol calls over public telephone network calls for better diagnostic visibility and quality. Source: [Technical Paper: Troubleshooting Webex Meetings and Calls](https://www.cisco.com/c/dam/td-xml/en_us/voice-ip-comm/cloudcollaboration/controlhub/topics/Troubleshooting/Troubleshooting_Webex_Meetings_and_Calls.pdf), page 37, Best Practices for Webex Meetings and Calls. Checked 2026-09-05. [^40]: The only statement in the sources tying data retention to licence level says Pro Pack customers generally have more historical data available, and it appears in a discussion of Analytics dashboards rather than of the troubleshooting view. Source: [Technical Paper: Troubleshooting Webex Meetings and Calls](https://www.cisco.com/c/dam/td-xml/en_us/voice-ip-comm/cloudcollaboration/controlhub/topics/Troubleshooting/Troubleshooting_Webex_Meetings_and_Calls.pdf), page 32, Control Hub Meetings and Calling Analytics. Checked 2026-09-05. [^41]: For public telephone network calls through a cloud connected provider or a local gateway, hop data is collected from the Webex Calling cloud and not from the public network endpoint. Source: [Troubleshoot Webex Calling calls in Control Hub](https://help.webex.com/en-us/article/frj1efb/Troubleshoot-Webex-Calling-Media-Quality-in-Control-Hub), paragraph introducing the hop quality thresholds. Checked 2026-09-05. [^42]: Quality grading applies to Webex Calling calls only and does not apply to Webex meetings or Call on Webex sessions in the same search interface. 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 results column definitions table, Overall quality row. Checked 2026-09-05. [^43]: 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. [^44]: A different section of the same troubleshooting article states that entering the first 3 to 8 digits of a phone number shows matching entries and that more than 8 digits attempts an exact match (disputed). Source: [Troubleshoot Webex Calling calls in Control Hub](https://help.webex.com/en-us/article/frj1efb/Troubleshoot-Webex-Calling-Media-Quality-in-Control-Hub), Access the Webex Calling troubleshooting view, partial search paragraph. Checked 2026-09-05. [^45]: The troubleshooting article's search view section states that entering the first 2 digits of a phone number lists possible numbers and that entering digits then pressing enter attempts an exact match (disputed). 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 view, partial search paragraph. Checked 2026-09-05. [^46]: A call segment is typically composed of 2 call detail records, an originating and a terminating leg, but a public switched telephone network call may generate only the terminating leg from the Webex Calling perspective. Source: [Troubleshoot Webex Calling calls in Control Hub](https://help.webex.com/en-us/article/frj1efb/Troubleshoot-Webex-Calling-Media-Quality-in-Control-Hub), What is a call segment callout. Checked 2026-09-05. [^47]: The default troubleshooting view shows the last 7 days and the searchable window extends to 21 days. Source: [Advanced diagnostics and troubleshooting in Control Hub](https://help.webex.com/en-us/article/ni3wlvw/Advanced-diagnostics-and-troubleshooting-in-Control-Hub), View troubleshooting data, step 2. Checked 2026-09-05. [^48]: Webex Calling captures and processes media quality metrics from 3 named third-party device vendors: Polycom, Yealink and AudioCodes. Source: [Troubleshoot Webex Calling calls in Control Hub](https://help.webex.com/en-us/article/frj1efb/Troubleshoot-Webex-Calling-Media-Quality-in-Control-Hub), Troubleshooting media quality issues, third-party device paragraph. Checked 2026-09-05. [^49]: Opening the Webex Calling troubleshooting view requires the full administrator, read-only administrator or support administrator role in Control Hub. Source: [Troubleshoot Webex Calling calls in Control Hub](https://help.webex.com/en-us/article/frj1efb/Troubleshoot-Webex-Calling-Media-Quality-in-Control-Hub), Overview. Checked 2026-09-05. [^50]: Cisco names 3 causes of media path optimization failure: unsuccessful access to the session traversal utilities server, a failed connectivity check, and the default path's round trip time being similar to or better than any optimized path. 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 Path Optimization Failure bullet list. Checked 2026-09-05. [^51]: Cisco states that the troubleshooting view helps identify the problem area by providing relevant metrics and cannot necessarily provide the root cause of a poor call. Source: [Troubleshoot Webex Calling calls in Control Hub](https://help.webex.com/en-us/article/frj1efb/Troubleshoot-Webex-Calling-Media-Quality-in-Control-Hub), Overview, paragraph following the capability list. Checked 2026-09-05. [^52]: The trunk and route group fields appear only when a local gateway is involved in the hop, and the public network vendor name field only when the public telephone network is involved. Source: [Troubleshoot Webex Calling calls in Control Hub](https://help.webex.com/en-us/article/frj1efb/Troubleshoot-Webex-Calling-Media-Quality-in-Control-Hub), hop details view table, Trunk Route Group and PSTN Vendor Name rows. Checked 2026-09-05. [^53]: Cisco states that the media server used to collect or deposit voicemail does not report metrics, and asserts that the quality of that segment is internal and always high quality and low latency (inferred). Source: [Troubleshoot Webex Calling calls in Control Hub](https://help.webex.com/en-us/article/frj1efb/Troubleshoot-Webex-Calling-Media-Quality-in-Control-Hub), On-net Cloud Hosted Call Flow, inference item 3. Checked 2026-09-05. [^54]: Cisco states that 1-way latency between the local gateway and the Webex Calling data centre should not exceed 100 milliseconds, with jitter under 10 milliseconds and packet loss under half a percent (disputed). Source: [Contact Center: Transitioning from Cisco Unified Contact Center Enterprise to Webex Contact Center Deployment Guide](https://www.cisco.com/c/dam/en/us/td/docs/solutions/PA/mcp/DEPLOYMENT_CONTACT_CENTER_UnifiedCCE_to_WebexCC.pdf), pages 33 to 34. Checked 2026-09-05. [^55]: Control Hub analytics holds 13 months of historical data for calls based in Webex App where the organisation has Pro Pack and 3 months where it does not. Source: [Analytics for Your Cloud Collaboration Portfolio](https://help.webex.com/en-us/article/n0rlwxe/Analytics-for-Your-Cloud-Collaboration-Portfolio), Analytics article, Webex Calling section, opening paragraph. Checked 2026-09-16. [^56]: None of the 86 fields the Webex Calling Detailed Call History API returns is a media quality metric: no field name and no field description in the endpoint's schema mentions jitter, packet loss, latency, round trip time, mean opinion score or media quality. Source: [Reports: Detailed Call History — Get Detailed Call History](https://developer.webex.com/calling/docs/api/v1/reports-detailed-call-history/get-detailed-call-history), spec.responses.200 application/json schema items.items.properties, all 86 property names and descriptions searched. Checked 2026-09-16. [^57]: The Calling Media Quality dashboard filters by media session quality, location and local IP address, media connection endpoint and device types, audio and video codecs and time distribution, and Cisco states that the location filter applies only to call-level quality indicators. Source: [Analytics for Your Cloud Collaboration Portfolio](https://help.webex.com/en-us/article/n0rlwxe/Analytics-for-Your-Cloud-Collaboration-Portfolio), Analytics article, Media Quality section, Global Filters list and its closing note. Checked 2026-09-16. [^58]: Cisco states that Control Hub analytics keeps historical data for calls involving Webex Calling desk phones, the desktop and mobile Webex App, the Webex Calling App and Cisco Room Series devices, and that data is not captured for calls based in Cisco Unified Communications Manager, Cisco Dedicated Instance or Cisco Webex Cloud-Connected UC. Source: [Analytics for Your Cloud Collaboration Portfolio](https://help.webex.com/en-us/article/n0rlwxe/Analytics-for-Your-Cloud-Collaboration-Portfolio), Analytics article, Webex Calling section, retention paragraph. Checked 2026-09-16. [^59]: Media quality data for Webex Calling is not obtainable programmatically from either documented surface: the Detailed Call History API returns no quality field, and the analytics article offers a historical metrics API to Pro Pack customers for messaging and devices data while naming no API in its Webex Calling or Media Quality sections (inferred). Source: [Analytics for Your Cloud Collaboration Portfolio](https://help.webex.com/en-us/article/n0rlwxe/Analytics-for-Your-Cloud-Collaboration-Portfolio), Analytics article, Messaging and Devices sections against the Webex Calling and Media Quality sections; read with the Detailed Call History field set. Checked 2026-09-16.