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The Webex Contact Center Classic voice media platform

Verified 2026-10-14 · 51 sources · tier 2–5

Also known as webex-contact-center-legacy-media-platform.

Cisco announced end of service for the Webex Contact Center legacy voice media platform in a release-log entry dated 4 September 2024 and set its last day of operation as 30 November 2024 11 14. The announcement required all Webex Contact Center customers to have completed their transition to Real Time Media Service (RTMS) before 30 November 2024 16.

Naming

We infer that Cisco documentation uses 'Classic', 'Classic (CTI)', 'legacy media platform' and, in one article title, 'Webex Calling Integrated Platform' for the pre-RTMS Webex Contact Center voice media platform, and 'Next Generation', 'Next Gen', 'enhanced media platform' and 'Real Time Media Service (RTMS)' for its successor 22. The self-service trial documentation gives Classic (CTI) as an example of a legacy voice media platform 37.

How the transition unfolded

Cisco introduced RTMS as an enhanced media processing platform and primary media engine for Webex Contact Center in a release-log entry dated 9 September 2022 28.

  • September 2022: The first RTMS rollout phase supported Voice POP-based PSTN options, meaning partner-provided PSTN and bring-your-own PSTN 29.
    • Webex Calling subscription-based PSTN and Cisco Bundled PSTN were planned for later 29.
    • Eligibility for RTMS was checked during onboarding, and partners selected RTMS for a tenant in Partner Hub 31.
  • 3 November 2022: Webex Contact Center supported regional media through RTMS 30.
    • Caller audio and SIP signalling stay in a geographic region 30.
    • Only application control signalling returns to the tenant's home region 30.
  • 13 February 2023: Webex Contact Center 1.0 customers using vPOP could upgrade to Webex Contact Center on the Next Generation platform 50.
    • Other PSTN options were planned for future releases 50.
  • 26 February 2023: An entry extended regional media to more regions for tenants provisioned with the Next Generation platform media handling 27.
  • 28 February 2023: Customers using Voice POP Bridge telephony on the Classic platform could upgrade to the Next Generation platform 38.
    • To enable this upgrade for a customer organisation, Cisco Solution Assurance had to be contacted 6.
  • 11 April 2023: Customers buying Webex Contact Center PSTN as part of their subscription could onboard to the Next Generation platform 48.
    • The April 2023 Webex Contact Center PSTN release on the Next Generation platform did not support routing calls to Webex Calling on-net endpoints 47.
  • 1 August 2023: Webex Contact Center supported Webex Calling on the Next Generation media platform (RTMS) for new customers in the Japan, Australia, US and Canada data centres 44.
    • This support was extended to the UK and EU on 6 September 2023 46.
    • It was extended to Singapore on 17 October 2023 45.
  • September 2024: The end-of-service announcement states that Webex Contact Center introduced its next generation voice media platform more than 2 years earlier 18.
    • It names regional media support, WebRTC-based agents and caller background noise removal as capabilities RTMS delivered 17.
    • Cisco stated that it had spent the preceding year moving customers onto RTMS and that the process was almost complete 15.
    • Cisco gave that near-completion as the reason for retiring the legacy voice media platform 15.
  • 8 September 2024: The Webex Contact Center 1.0 upgrade article is dated this day 49.
    • Its Pre-Upgrade Setup lets the administrator select either the RTMS voice platform or the Webex Calling Integrated voice platform 49.
    • The choice depends on voice channel availability, PSTN availability and tenant geography 49.
  • 25 September 2024: Cisco ended the ability to provision new VPOP-based Webex Contact Center tenants 40.
    • New orders were directed to Webex Calling PSTN services with Local Gateway through Control Hub 40.
    • The September 2024 VPOP provisioning change stated that existing VPOP customers were not affected and could continue their VPOP integrations 39.
    • Cisco said it would contact existing VPOP customers later about transition 39.

Capabilities released for the Next Generation platform

  • Tenant size: The September 2023 increase to 5,000 concurrent logged-in agents per tenant applied only to tenants provisioned with the Next Generation platform for voice 23.
  • Dialogflow CX: In October 2023, Dialogflow CX virtual agent voice became available in all global regions with the Next Generation media platform (RTMS) 8.
  • Developer sandbox: An October 2023 entry states that the developer sandbox supports the Next Generation platform (RTMS) 32.
  • Experience Management IVR surveys: A December 2023 entry states that these surveys were specifically supported on the Next Generation Media Platform (RTMS) 51.
  • Agent background noise removal: A January 2024 entry delivered this feature with regional media support on the Next Generation media platform 2.
  • Consult-call recording: Released in January 2024, it was available only to Next Generation media platform customers 7.
  • Silence recording on hold: Recording silence while the caller is on hold, released in January 2024, was available for Next Generation voice media platform customers 19.
  • Dialogflow ES: Virtual Agent Voice with Dialogflow ES was available only to customers whose tenants had been upgraded to an enhanced media platform 9.
  • WebRTC for agents: Released on 16 May 2024, it used the Next Generation Media Platform (RTMS) 41.
  • Cisco Text-to-Speech: A July 2024 entry released it for Flex 3 subscription-based customers on the Next Generation media platform 4.
  • Post-call IVR surveys: In October 2024, these became available globally for customers that had migrated to the Next Generation Media platform 26.
  • WebRTC for Supervisor Desktop: Released on 13 November 2024, it used the Next Generation Media Platform 35.

WarmTransfer's reading of the sources is that capabilities diverged between the platforms from 2022 to 2024 3. WarmTransfer's reading of the sources is that regional media, WebRTC agents, consult-call recording, Dialogflow ES and CX voice agents, IVR surveys and 5,000-agent tenants were released for the Next Generation platform only, so Classic tenants did not receive them 3.

From September 2023, Webex Contact Center enforced the maximum configuration counts in its System Limits article on both Classic and Next Generation platforms 20. Existing customers already over those limits were given exceptions 20. The current system limits article states unlimited concurrent agents at the organisation level and does not distinguish limits by media platform 21.

Checking which platform a tenant uses

The September 2024 announcement told customers to check their operational voice media platform in Control Hub by selecting Contact Center and then General under Tenant Settings 12. Per that announcement, the current voice media platform field should read 'Real Time Media Service' 13. Any other value meant the customer should contact their partner or customer success manager with urgency 13.

Current voice channel setup guidance gives a different location in Control Hub: Contact Center > Settings > Service Details 33. There, administrators verify that the voice media platform is Real Time Media Service and that telephony is Webex Calling 33. We infer that the Control Hub location for this check moved between the September 2024 announcement and the 2026 guidance 34.

After tenant provisioning and activation, the voice media platform and telephony options in Service Details are greyed out 25. They cannot be changed without Cisco intervention 25.

New tenants, trials and current documentation

The next generation media platform is the default option for all new Webex Contact Center trials and subscriptions during activation 24. A self-service trial is automatically provisioned on the latest supported voice media platform, which Cisco gives as Next Gen (RTMS) 36. Self-service trials cannot be provisioned on a legacy voice media platform such as Classic (CTI) 37.

The current architecture article has a multi-region regional media table 1. It lists locations under 'Media Edge (Webex Calling Edge)' and 'Next Generation Media Services (AWS Region)' columns 1.

The documentation index lists 'Upgrade from Classic platform to Next Generation platform' and links it to help article nz9xvkm 10. That article's URL slug is 'Upgrade from Webex Calling Integrated Platform to Real-Time Media Service (RTMS)' 10.

Status after end of service

We infer that no Webex Contact Center tenant should be operating on the Classic media platform as of October 2026, given the announced 30 November 2024 last day of operation 5.

See also

Applicability

Applies to: Cisco Webex Contact Center and Cisco Webex Control Hub. Deployments: multi-tenant. Sources checked 2026-10-14. Webex Calling support on RTMS first applied to new customers in the Japan, Australia, US and Canada data centres 44. It was later extended to the UK and EU 46 and to Singapore 45. Cisco Text-to-Speech on the Next Generation media platform was released for Flex 3 subscription-based customers 4.

What remains uncertain

  • Existing VPOP tenants: The VPOP to Common Edge transition for existing VPOP tenants is not covered by the sources below.
  • Meaning of 'Webex Calling Integrated': Whether 'Webex Calling Integrated' names the Classic platform or Webex Calling telephony on RTMS is not covered by the sources below.
  • Whether the shutdown happened: WarmTransfer's reading of the sources is that no Cisco source found confirms the legacy media platform was actually shut down on or after 30 November 2024, or that every tenant migrated 5.
  • Help article nz9xvkm: The content of help article nz9xvkm is not covered by the sources below.
  • Feature matrix: An authoritative Classic versus Next Generation feature matrix is not covered by the sources below.
  • Classic (CTI) architecture: The architecture of the Classic (CTI) media platform, and what CTI denotes, are not covered by the sources below.
  • Control Hub location: Current voice channel setup guidance names Contact Center > Settings > Service Details as the place to verify the voice media platform 33.
  • Cisco Live 2024 BRKCCT-2723: A text extraction of the Cisco Live 2024 BRKCCT-2723 voice media deck is not covered by the sources below.

See also

Child of

Referenced by

Sources

  1. 1
    The current Webex Contact Center architecture article's multi-region regional media table lists locations under 'Media Edge (Webex Calling Edge)' and 'Next Generation Media Services (AWS Region)' columns.
    Webex Contact Center Architecture · Deployment and Connectivity > Multi Region Connectivity for Telephony, regional media table column headers · Checked 2026-10-14
  2. 2
    Background noise removal for contact center agents, per a January 2024 entry, was delivered with regional media support on the Next Generation media platform.
    What's new for administrators in Webex Contact Center · Entry 'Background Noise Removal for Contact Center Agents' dated January 16, 2024 · Checked 2026-10-14
  3. 3
    From 2022 to 2024, Webex Contact Center capabilities diverged between platforms: regional media, WebRTC agents, consult-call recording, Dialogflow ES and CX voice agents, IVR surveys and 5,000-agent tenants were released for the Next Generation platform only, so Classic tenants did not receive them.inferred
    What's new for administrators in Webex Contact Center · Entries dated 2022-11-03, 2023-09-14, 2023-10-31, 2023-12-15, 2024-01-30, 2024-05-16, 2024-10-16 · Checked 2026-10-14
  4. 4
    Cisco Text-to-Speech, per a July 2024 entry, was released for Flex 3 subscription-based customers on the Next Generation media platform.
    What's new for agents in Webex Contact Center · Entry 'Cisco Text-to-Speech (TTS)' dated July 26, 2024 · Checked 2026-10-14
  5. 5
    Given the announced 30 November 2024 last day of operation, no Webex Contact Center tenant should be operating on the Classic media platform as of October 2026, but no Cisco source found confirms the shutdown was executed or that every tenant migrated.inferred
    What's new for administrators in Webex Contact Center · Entry 'End of Service announcement for Webex Contact Center Legacy Media Platform' dated September 4, 2024 · Checked 2026-10-14
  6. 6
    To enable the Classic-to-Next-Generation platform upgrade for a customer organisation, Cisco Solution Assurance had to be contacted.
    What's new for administrators in Webex Contact Center · Entry 'Upgrade tenants using vPOP bridge on Classic platform to Next Generation platform' dated February 28, 2023, second sentence · Checked 2026-10-14
  7. 7
    Recording of consult calls, released in January 2024, was available only to Next Generation media platform customers.
    What's new for administrators in Webex Contact Center · Entry 'Recording of consult calls' dated January 30, 2024 · Checked 2026-10-14
  8. 8
    Per an October 2023 entry, Dialogflow CX virtual agent voice became available in all global regions with the Next Generation media platform (RTMS).
    What's new for administrators in Webex Contact Center · Entry 'Global rollouts of CCAI and Regionalised media support for Virtual Agent-Voice with Dialogflow CX' dated October 31, 2023 · Checked 2026-10-14
  9. 9
    Virtual Agent Voice with Dialogflow ES, per a January 2024 entry, was available only to customers whose tenants had been upgraded to an enhanced media platform.
    What's new for administrators in Webex Contact Center · Entry 'Virtual Agent - Voice with Dialogflow ES' dated January 30, 2024 · Checked 2026-10-14
  10. 11
    Cisco published an 'End of Service announcement for Webex Contact Center Legacy Media Platform' in the Webex Contact Center administrator release log under the date 4 September 2024.
    What's new for administrators in Webex Contact Center · Entry 'End of Service announcement for Webex Contact Center Legacy Media Platform' dated September 4, 2024 · Checked 2026-10-14
  11. 12
    The September 2024 announcement told customers to check their operational voice media platform in Control Hub by selecting Contact Center and then General under Tenant Settings, where the current voice media platform is shown.
    What's new for administrators in Webex Contact Center · Entry 'End of Service announcement for Webex Contact Center Legacy Media Platform' dated September 4, 2024, seventh and eighth sentences · Checked 2026-10-14
  12. 13
    Per the end-of-service announcement, the current voice media platform field should read 'Real Time Media Service', and any other value meant the customer should contact their partner or customer success manager with urgency.
    What's new for administrators in Webex Contact Center · Entry 'End of Service announcement for Webex Contact Center Legacy Media Platform' dated September 4, 2024, ninth and tenth sentences · Checked 2026-10-14
  13. 14
    The last day of operation for the Webex Contact Center legacy voice media platform was set as 30 November 2024.
    What's new for administrators in Webex Contact Center · Entry 'End of Service announcement for Webex Contact Center Legacy Media Platform' dated September 4, 2024, fifth sentence · Checked 2026-10-14
  14. 15
    Cisco stated in September 2024 that it had spent the preceding year transitioning Webex Contact Center customers onto RTMS and that the process was almost complete, which it gave as the reason for retiring the legacy voice media platform.
    What's new for administrators in Webex Contact Center · Entry 'End of Service announcement for Webex Contact Center Legacy Media Platform' dated September 4, 2024, third and fourth sentences · Checked 2026-10-14
  15. 16
    The end-of-service announcement required all Webex Contact Center customers to have completed their transition to Real Time Media Service (RTMS) before 30 November 2024.
    What's new for administrators in Webex Contact Center · Entry 'End of Service announcement for Webex Contact Center Legacy Media Platform' dated September 4, 2024, sixth sentence · Checked 2026-10-14
  16. 17
    The end-of-service announcement names regional media support, WebRTC-based agents and caller background noise removal as capabilities RTMS delivered to Webex Contact Center customers.
    What's new for administrators in Webex Contact Center · Entry 'End of Service announcement for Webex Contact Center Legacy Media Platform' dated September 4, 2024, second sentence · Checked 2026-10-14
  17. 18
    The September 2024 end-of-service announcement states that Webex Contact Center introduced its next generation voice media platform more than two years before the announcement.
    What's new for administrators in Webex Contact Center · Entry 'End of Service announcement for Webex Contact Center Legacy Media Platform' dated September 4, 2024, first sentence · Checked 2026-10-14
  18. 19
    Recording silence while the caller is on hold, released in January 2024, was available for Next Generation voice media platform customers.
    What's new for administrators in Webex Contact Center · Entry 'Recording silence when caller is placed on hold' dated January 30, 2024 · Checked 2026-10-14
  19. 20
    From September 2023, Webex Contact Center enforced the maximum configuration counts documented in its System Limits article on both Classic and Next Generation platforms, with exceptions for existing customers already over the limits.
    What's new for administrators in Webex Contact Center · Entry 'Support for 5000 concurrent agents for Next Generation platform' dated September 14, 2023, fourth and fifth sentences · Checked 2026-10-14
  20. 21
    The current Webex Contact Center system limits article states unlimited concurrent agents at the organisation level and does not distinguish limits by media platform.
    System limits in Webex Contact Center · System limits article, concurrent agent statements and Table 3 (maximum concurrent agents per team 10000) · Checked 2026-10-14
  21. 22
    Cisco documentation appears to use 'Classic', 'Classic (CTI)', 'legacy media platform' and, in one article title, 'Webex Calling Integrated Platform' for the pre-RTMS Webex Contact Center voice media platform, and 'Next Generation', 'Next Gen', 'enhanced media platform' and 'Real Time Media Service (RTMS)' for its successor.inferred
    What's new for administrators in Webex Contact Center · Entries dated 2023-02-28, 2023-09-14, 2024-01-30 and 2024-09-04; combined with cisco-help-7eatkw-wxcc-self-service-trials 'What's not included in your trial' and cisco-help-n2re5jy-wxcc-documentation-index Classic upgrade heading · Checked 2026-10-14
  22. 23
    The September 2023 increase to 5,000 concurrent logged-in agents per Webex Contact Center tenant applied only to tenants provisioned with the Next Generation platform for voice.
    What's new for administrators in Webex Contact Center · Entry 'Support for 5000 concurrent agents for Next Generation platform' dated September 14, 2023 · Checked 2026-10-14
  23. 24
    The next generation media platform is the default option for all new Webex Contact Center trials and subscriptions during activation.
    Set up voice channels for Webex Contact Center · Section 'Verification of Webex Contact Center Service Details' · Checked 2026-10-14
  24. 25
    The voice media platform and telephony options in Service Details are greyed out after tenant provisioning and activation and cannot be changed without Cisco intervention.
    Set up voice channels for Webex Contact Center · Section 'Verification of Webex Contact Center Service Details' · Checked 2026-10-14
  25. 26
    Post-call IVR surveys became available globally in October 2024 for customers that had migrated to the Next Generation Media platform.
    What's new for administrators in Webex Contact Center · Entry 'Post call IVR surveys now available globally' dated October 16, 2024 · Checked 2026-10-14
  26. 27
    A release-log entry dated 26 February 2023 extending regional media to more regions applies to tenants provisioned with the Next Generation platform media handling.
    What's new for administrators in Webex Contact Center · Entry 'Regional media support extended to additional regions' dated February 26, 2023 · Checked 2026-10-14
  27. 28
    Cisco introduced Real Time Media Service (RTMS) as an enhanced media processing platform and primary media engine for Webex Contact Center in a release-log entry dated 9 September 2022.
    What's new for administrators in Webex Contact Center · Entry 'Real Time Media Service (RTMS) voice platform' dated September 9, 2022 · Checked 2026-10-14
  28. 29
    The first RTMS rollout phase in September 2022 supported Voice POP-based PSTN options (partner-provided PSTN and bring-your-own PSTN), with Webex Calling subscription-based PSTN and Cisco Bundled PSTN planned for later.
    What's new for administrators in Webex Contact Center · Entry 'Real Time Media Service (RTMS) voice platform' dated September 9, 2022, second and third sentences · Checked 2026-10-14
  29. 30
    From a release-log entry dated 3 November 2022, Webex Contact Center supported regional media through RTMS, keeping caller audio and SIP signalling in a geographic region while only application control signalling returns to the tenant's home region.
    What's new for administrators in Webex Contact Center · Entry 'Regional Media support through Real Time Media Service (RTMS) voice platform' dated November 3, 2022 · Checked 2026-10-14
  30. 31
    At RTMS launch, eligibility for RTMS was checked during onboarding and partners selected RTMS for a tenant in Partner Hub.
    What's new for administrators in Webex Contact Center · Entry 'Real Time Media Service (RTMS) voice platform' dated September 9, 2022, fourth sentence · Checked 2026-10-14
  31. 32
    Per an October 2023 entry, the Webex Contact Center developer sandbox supports the Next Generation platform (RTMS).
    What's new for administrators in Webex Contact Center · Entry 'Developer Sandbox support in Next Generation platform (RTMS)' dated October 25, 2023 · Checked 2026-10-14
  32. 33
    The current voice channel setup guidance tells administrators to verify under Control Hub > Contact Center > Settings > Service Details that the voice media platform is Real Time Media Service and telephony is Webex Calling.
    Set up voice channels for Webex Contact Center · Section 'Verification of Webex Contact Center Service Details' · Checked 2026-10-14
  33. 34
    The Control Hub location for checking the voice media platform appears to have moved from Contact Center > Tenant Settings > General (named in September 2024) to Contact Center > Settings > Service Details (named in 2026 guidance).inferred
    Set up voice channels for Webex Contact Center · Section 'Verification of Webex Contact Center Service Details'; compared with nv7abhz entry dated 2024-09-04 · Checked 2026-10-14
  34. 35
    WebRTC support for Supervisor Desktop, released 13 November 2024, used the Next Generation Media Platform.
    What's new for agents in Webex Contact Center · Entry 'WebRTC support for Supervisor Desktop' dated November 13, 2024 · Checked 2026-10-14
  35. 36
    A Webex Contact Center self-service trial is automatically provisioned on the latest supported voice media platform, given as Next Gen (RTMS).
    Webex Contact Center Self-Service Trials · Section 'Before setting up a trial' · Checked 2026-10-14
  36. 37
    Webex Contact Center self-service trials cannot be provisioned on a legacy voice media platform such as Classic (CTI).
    Webex Contact Center Self-Service Trials · Section 'What's not included in your trial' · Checked 2026-10-14
  37. 38
    From a release-log entry dated 28 February 2023, Webex Contact Center customers using Voice POP Bridge telephony on the Classic platform could upgrade to the Next Generation platform.
    What's new for administrators in Webex Contact Center · Entry 'Upgrade tenants using vPOP bridge on Classic platform to Next Generation platform' dated February 28, 2023 · Checked 2026-10-14
  38. 39
    The September 2024 VPOP provisioning change stated that existing VPOP customers were not affected and could continue their VPOP integrations, with Cisco to contact them later about transition.
    What's new for administrators in Webex Contact Center · Entry 'End of support for VPOP provisioning for new Webex Contact Center tenants' dated September 25, 2024, fourth and fifth sentences · Checked 2026-10-14
  39. 40
    In a release-log entry dated 25 September 2024, Cisco ended the ability to provision new VPOP-based Webex Contact Center tenants, directing new orders to Webex Calling PSTN services with Local Gateway through Control Hub.
    What's new for administrators in Webex Contact Center · Entry 'End of support for VPOP provisioning for new Webex Contact Center tenants' dated September 25, 2024 · Checked 2026-10-14
  40. 41
    WebRTC support for Webex Contact Center agents, released 16 May 2024, used the Next Generation Media Platform (RTMS).
    What's new for administrators in Webex Contact Center · Entry 'WebRTC support for Webex Contact Center' dated May 16, 2024 · Checked 2026-10-14
  41. 42
    A public CX Advanced Solutions wiki page on WebRTC for Webex Contact Center states that WebRTC is only supported on the Next Generation Media Platform (RTMS) and that RTMS traffic must be allowed on the network.field report
    WebRTC Explainer · Voice Media Platform requirement section · Checked 2026-10-14
  42. 43
    The Webex Calling Integrated voice platform option still shown in the Webex Contact Center 1.0 upgrade article may be stale, because a Cisco upgrade link equates Webex Calling Integrated Platform with the Classic platform that reached end of service on 30 November 2024.inferred
    Upgrade from Webex Contact Center 1.0 to Webex Contact Center · Pre-Upgrade Setup PSTN options table; read against cisco-help-n2re5jy-wxcc-documentation-index Classic upgrade heading and the 2024-09-04 end-of-service entry · Checked 2026-10-14
  43. 44
    From a release-log entry dated 1 August 2023, Webex Contact Center supported Webex Calling on the Next Generation media platform (RTMS) for new customers in the Japan, Australia, US and Canada data centres.
    What's new for administrators in Webex Contact Center · Entry 'Webex Calling support for Next Generation media platform (RTMS)' dated August 1, 2023 · Checked 2026-10-14
  44. 45
    Webex Calling support on the Next Generation media platform (RTMS) was extended to Singapore in a release-log entry dated 17 October 2023.
    What's new for administrators in Webex Contact Center · Entry 'Webex Calling support for Next Generation media platform (RTMS) - Singapore' dated October 17, 2023 · Checked 2026-10-14
  45. 46
    Webex Calling support on the Next Generation media platform (RTMS) was extended to the UK and EU in a release-log entry dated 6 September 2023.
    What's new for administrators in Webex Contact Center · Entry 'Webex Calling support for Next Generation media platform (RTMS) - UK and EU' dated September 6, 2023 · Checked 2026-10-14
  46. 47
    The April 2023 Webex Contact Center PSTN release on the Next Generation platform did not support routing calls to Webex Calling on-net endpoints.
    What's new for administrators in Webex Contact Center · Entry 'Webex Contact Center PSTN voice option on Next Generation platform' dated April 11, 2023, closing sentence · Checked 2026-10-14
  47. 48
    From a release-log entry dated 11 April 2023, customers buying Webex Contact Center PSTN as part of their subscription could onboard to the Next Generation platform.
    What's new for administrators in Webex Contact Center · Entry 'Webex Contact Center PSTN voice option on Next Generation platform' dated April 11, 2023 · Checked 2026-10-14
  48. 49
    The Webex Contact Center 1.0 upgrade article (dated 8 September 2024) lets the Pre-Upgrade Setup select either the RTMS voice platform or the Webex Calling Integrated voice platform, depending on voice channel and PSTN availability and tenant geography.
    Upgrade from Webex Contact Center 1.0 to Webex Contact Center · Pre-Upgrade Setup section, PSTN provider selection and PSTN options table (columns RTMS voice platform and Webex Calling Integrated voice platform) · Checked 2026-10-14
  49. 50
    A release-log entry dated 13 February 2023 let Webex Contact Center 1.0 customers using vPOP upgrade to Webex Contact Center on the Next Generation platform, with other PSTN options planned for future releases.
    What's new for administrators in Webex Contact Center · Entry 'Upgrade Webex Contact Center 1.0 vPOP to Next Generation platform' dated February 13, 2023 · Checked 2026-10-14
  50. 51
    Experience Management interactive voice response surveys, per a December 2023 entry, were specifically supported on the Next Generation Media Platform (RTMS).
    What's new for administrators in Webex Contact Center · Entry 'Experience Management Interactive Voice Response Surveys' dated December 15, 2023 · Checked 2026-10-14

Documents

tier 2 current vendor documentation

Set up voice channels for Webex Contact Center

Cisco Systems, Inc. (Webex Help Center) · 2026-06-25 · accessed 2026-09-04

tier 2 current vendor documentation

System limits in Webex Contact Center

Cisco Systems, Inc. (Webex Help Center) · 2026-08-18 · accessed 2026-09-05

tier 2 current vendor documentation

Upgrade from Webex Contact Center 1.0 to Webex Contact Center

Cisco Systems, Inc. (Webex Help Center) · 2024-09-08 · accessed 2026-09-05

tier 2 current vendor documentation

Webex Contact Center Architecture

Cisco Systems, Inc. (Webex Help Center) · 2026-09-03 · accessed 2026-09-05

tier 2 current vendor documentation

Webex Contact Center Documentation

Cisco Systems, Inc. (Webex Help Center) · 2026-03-10 · accessed 2026-09-05

tier 2 current vendor documentation

Webex Contact Center Self-Service Trials

Cisco Systems · 2024-09-08 · accessed 2026-10-02

tier 2 current vendor documentation

What's new for administrators in Webex Contact Center

Cisco Systems (Webex Help Center) · 2026-09-21 · accessed 2026-09-22

tier 2 current vendor documentation

What's new for agents in Webex Contact Center

Cisco · 2025-10-29 · accessed 2026-09-24

tier 5 independent technical research

WebRTC Explainer

CX Advanced Solutions public Confluence wiki (publisher not explicitly identified) · accessed 2026-10-14

Cite this page

APA

WarmTransfer. (2026, October 14). The Webex Contact Center Classic voice media platform. WarmTransfer. https://warmtransfer.net/knowledge/webex-cc-classic-media-platform

BibTeX

@misc{warmtransfer-webex-cc-classic-media-platform,
  title  = {The Webex Contact Center Classic voice media platform},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/webex-cc-classic-media-platform},
  note   = {Verified 2026-10-14}
}