Webex Contact Center voice channel and PSTN options

See also

Sources

1. 1
   Webex Contact Center's SIP interoperability guidelines list SIP Delayed Offer as Supported.

   Set up voice channels for Webex Contact Center · Set up voice channels for Webex Contact Center > SIP interoperability guidelines · Checked 2026-09-24
2. 2
   Webex Contact Center's SIP interoperability guidelines list SIP Early Media as Not Supported, marked as a future roadmap item.

   Set up voice channels for Webex Contact Center · Set up voice channels for Webex Contact Center > SIP interoperability guidelines · Checked 2026-09-24
3. 3
   Webex Contact Center's SIP interoperability guidelines list SIP Early Offer as Not Supported, marked as a future roadmap item.

   Set up voice channels for Webex Contact Center · Set up voice channels for Webex Contact Center > SIP interoperability guidelines · Checked 2026-09-24
4. 4
   Because Webex Contact Center does not support SIP early media, a deployment should not expect in-band ringback or announcements from Webex Contact Center before answer; any ringback a caller hears before answer would have to come from local generation upstream (gateway, SBC or carrier).inferred

   Set up voice channels for Webex Contact Center · SIP interoperability guidelines (Early Media: Not Supported), read with RFC 3960 Section 3.2 · Checked 2026-09-24
5. 5
   18 of the 19 country tabs of Cisco's Get Started with the Cisco Calling Plans article state that Cisco Calling Plans aren't supported with Webex Contact Center nor authorized for use in which high-concurrent calls or high-volume calls or uncommonly short or long calls are made.

   Get Started with the Cisco Calling Plans · Cisco Calling Plans requirements and limitations, Limitations list, in each country tab except United States · Checked 2026-09-15
6. 6
   The system extracts at most 20 headers from an incoming SIP INVITE message; if more than 20 are present, only the first 20 alphabetically sorted headers are extracted.

   Build and manage flows with Flow Designer · NewContact / SIP header extraction · Checked 2026-09-04
7. 7
   Certain SIP header name patterns (e.g. X-Address, X-BNR-*, X-RTMS-*) are reserved for internal use; any custom header matching these patterns is dropped by default and never passed to Webex Contact Center.

   Build and manage flows with Flow Designer · NewContact / SIP header extraction · Checked 2026-09-04
8. 8
   The Unified CCE transition guide states that Cisco Calling Plan for Webex Contact Center is currently limited to trials and inbound toll-free numbers.

   Contact Center: Transitioning from Cisco Unified Contact Center Enterprise to Webex Contact Center Deployment Guide · page 32, Cisco Calling Plan · Checked 2026-09-05
9. 9
   Cisco states that the public network option cannot be changed once it is configured for a tenant.

   Contact Center: Transitioning from Unified Contact Center Express to Webex Contact Center Deployment Guide · page 17, understand PSTN options · Checked 2026-09-05
10. 10
    When agents log in to Webex Contact Center, they choose a preferred call destination of 1 of 3 types: Dial Number (a free-form DID-style number, typically +E.164 but not mandatory), Extension (a short internal number matched to a Webex Calling/UC endpoint), or Desktop (WebRTC calling in the browser).

    Set up voice channels for Webex Contact Center · Agent Destination Selection in Webex Contact Center subsection · Checked 2026-09-04
11. 11
    Cisco distinguishes integrated from non-integrated Cloud Connected PSTN providers: an integrated provider supplies ordered numbers directly into Control Hub where they appear automatically, while numbers from a non-integrated provider do not arrive that way.

    Cloud Connected PSTN for Dedicated Instance · Configure Cloud Connected PSTN / order PSTN numbers step · Checked 2026-09-04
12. 12
    Cisco names the authorised Cloud Connected PSTN providers as Cloud-Connected PSTN Partners, abbreviated CCPP, and routes inbound and outbound calls for a location over the connection established with the selected partner.

    Cloud Connected PSTN for Dedicated Instance · Cloud Connected PSTN for Dedicated Instance introduction · Checked 2026-09-04
13. 13
    Cisco Webex Calling Plan as a Contact Center PSTN option is currently available only for Webex Contact Center trials, and otherwise only in regions where Cisco supports service and/or inbound toll-free numbers.

    Set up voice channels for Webex Contact Center · Cisco Webex Calling Plan subsection · Checked 2026-09-04
14. 14
    Webex Cloud Connected PSTN (CCP, also called Cloud Connect or CCCP) provides PSTN connectivity in over 65 countries through Certified Calling Providers.

    Set up voice channels for Webex Contact Center · Webex Calling Cloud Connected PSTN subsection · Checked 2026-09-04
15. 15
    Using Cloud Connected PSTN requires the customer to partner directly with a Cloud Connected PSTN (CCP) provider, who handles service initiation/activation, billing, and phone number allocation.

    Set up voice channels for Webex Contact Center · Webex Calling Cloud Connected PSTN subsection · Checked 2026-09-04
16. 16
    Webex Contact Center and Webex Calling share a global network of Common Edge access services, which lets calls route into Webex Contact Center using Webex Calling PSTN services without requiring a Webex Calling subscription.

    Set up voice channels for Webex Contact Center · Connect to Webex Contact Center with Webex Cloud Common Edge services subsection · Checked 2026-09-04
17. 17
    The number of concurrent voice contact sessions a Webex Contact Center tenant is entitled to is computed as ((committed Standard Agent licenses + committed Premium Agent licenses) x 3) + number of Add-on IVR port licenses; this entitlement value cannot be modified directly by the customer.

    Set up voice settings for Webex Contact Center · View concurrent voice contact settings section · Checked 2026-09-04
18. 18
    Webex Contact Center PSTN does not support international dialing; it only delivers calls to/from North American Numbering Plan destinations in the lower 48 states or Canada.

    Set up voice channels for Webex Contact Center · Webex Contact Center PSTN subsection · Checked 2026-09-04
19. 19
    Webex Contact Center PSTN (the Cisco-billed PSTN bundle) is available only in the contiguous United States and Canada.

    Set up voice channels for Webex Contact Center · Webex Contact Center PSTN subsection · Checked 2026-09-04
20. 20
    For Dedicated Instance agents to work with Webex Contact Center, administrators must create/modify an Audio Codec Preference List on the default inter-op SIP trunk's region, ordering codecs as G.711 U-Law first, then G.711 A-Law, then OPUS.

    Webex Dedicated Instance Contact Center integration · Create audio codec preference list subsection · Checked 2026-09-04
21. 21
    For Webex Dedicated Instance to Webex Calling multitenant Contact Center integration, Cisco requires certificate-based (mTLS) SIP trunks; registration-based trunks are no longer supported for this integration.

    Webex Dedicated Instance Contact Center integration · Integrating Webex Contact Center (WxCC) and Webex Dedicated Instance section · Checked 2026-09-04
22. 22
    Webex Contact Center integrates with Dedicated Instance via 2 deployment options: Option 1, where the agent's phone is on the Webex Calling multitenant platform and call routing crosses to Dedicated Instance for back-office users via a default inter-op SIP trunk; and Option 2, where the agent's phone itself is on Dedicated Instance, using either a Dedicated Instance Local Gateway or multitenant Cloud Connected PSTN (CCP) for PSTN.

    Webex Dedicated Instance Contact Center integration · Integrating Webex Contact Center (WxCC) and Webex Dedicated Instance section · Checked 2026-09-04
23. 23
    When an entry point is configured with both an E.164 number and an extension, Webex Contact Center always reports the call against the E.164 number even if the extension was actually dialed.

    Set up voice channels for Webex Contact Center · Important considerations for extension numbers subsection · Checked 2026-09-04
24. 24
    An Entry Point is the configuration object that associates an inbound telephone number with an IVR service flow (a Webex CC Flow) in Webex Contact Center; inbound numbers must be mapped to entry points as part of PSTN provisioning.

    Set up voice channels for Webex Contact Center · Configuration of Inbound Entry Points to Webex Contact Center subsection · Checked 2026-09-04
25. 25
    Agents can connect to Webex Contact Center via 5 methods: Webex PSTN inter-connectivity (PSTN DID or cellular agents), Webex Calling registered endpoints (MPP devices or Webex App, requiring a valid Webex Calling subscription), WebRTC Agent Desktops, premise-based PBX/PSTN agents, or Microsoft Teams agents via Local Gateway Direct SIP Routing.

    Set up voice channels for Webex Contact Center · Agents Connection subsection · Checked 2026-09-04
26. 26
    Webex Contact Center administrators can choose from 3 Webex Cloud PSTN interconnectivity options: Webex Contact Center PSTN, Webex Cloud Connected PSTN, and Cisco Calling Plan, plus an on-premises option, Webex Calling Local Gateway.

    Set up voice channels for Webex Contact Center · PSTN Services section · Checked 2026-09-04
27. 27
    Calls arriving at Webex Contact Center must use codec G.711uLaw or G.711aLaw with DTMF via RFC2833; any other codec (G.729, iLBC, Opus, etc.) must be transcoded externally before reaching Webex Contact Center, since Webex Contact Center provides no transcoding or media termination point service.

    Set up voice channels for Webex Contact Center · PSTN Media and Signaling Requirements for Webex Contact Center subsection · Checked 2026-09-04
28. 28
    Webex Calling Local Gateway lets a customer keep its existing on-premises PSTN carrier while providing access in over 140 markets globally.

    Set up voice channels for Webex Contact Center · Webex Calling Local Gateway (LGWY) subsection · Checked 2026-09-04
29. 29
    Local Gateway deployments for Webex Contact Center requiring more than 250 concurrent calls (IVR plus agent calls combined) must use a Certificate Based trunk type, which encrypts SIP and RTP toward the Webex Global Media network; a Registration Based trunk is used for up to 250 concurrent calls.

    Set up voice channels for Webex Contact Center · Control Hub Local Gateway Activation subsection · Checked 2026-09-04
30. 30
    The Local Gateway is the customer's own Session Border Controller (SBC), which registers with Webex Calling and routes calls between Webex Calling and on-premises resources such as agents or existing PSTN connectivity.

    Set up voice channels for Webex Contact Center · Webex Calling Local Gateway (LGWY) subsection · Checked 2026-09-04
31. 31
    The Webex Contact Center Architecture article publishes a table of media edge regions: US (Chicago, Dallas, Los Angeles, New Jersey media edge cities), Canada (Vancouver, Toronto), Brazil (Sao Paulo), Europe (Frankfurt, Amsterdam), United Kingdom (Manchester, London), India (Mumbai), Singapore, Japan (Tokyo, Osaka), Australia (Melbourne, Sydney), and Middle East & Africa (South Africa/Cape Town, UAE).

    Webex Contact Center Architecture · Multi Region Connectivity for Telephony section · Checked 2026-09-04
32. 32
    For multinational deployments, Webex Contact Center is architected to keep voice media local to the region where the customer's and agents' voice media edge/ingress services run, rather than backhauling all media to 1 region.

    Webex Contact Center Architecture · Multi Region Connectivity for Telephony section · Checked 2026-09-04
33. 33
    For call quality, Webex Contact Center supports at most a single upstream/northbound PSTN carrier forwarding calls into the connected PSTN service (Cloud Connected PSTN, Local Gateway, or Webex Contact Center PSTN); forwarding through a second intermediary carrier before reaching Webex Contact Center is explicitly unsupported due to added latency.

    Set up voice channels for Webex Contact Center · PSTN Call Forwarding Scenarios and Best Practices subsection · Checked 2026-09-04
34. 34
    All new Webex Contact Center subscriptions automatically include Webex Calling PSTN services needed for Common Edge; tenants provisioned before October 2024 may need their partner to add Webex Calling PSTN service to use Common Edge services.

    Set up voice channels for Webex Contact Center · Connect to Webex Contact Center with Webex Cloud Common Edge services subsection · Checked 2026-09-04
35. 35
    Administrators can assign a 'PSTN Region' to an entry point's telephone number in Control Hub, which determines where in Webex's global edge network the contact center processes that call's voice media, to minimize latency for geographically distributed deployments.

    Set up voice channels for Webex Contact Center · Regional PSTN Media Optimization Configuration subsection · Checked 2026-09-04
36. 36
    As of a September 3, 2026 change-log entry, Cisco removed Saudi Arabia from the 'Next Generation Media Services (AWS Region)' column of the Webex Contact Center Architecture regions table, while Saudi Arabia remains listed for general Webex CC Services in that region.

    Webex Contact Center Architecture · Article change log metadata, lastModifiedTime 2026-09-03T08:33:46Z · Checked 2026-09-04
37. 37
    Webex Contact Center's SIP interoperability requirements state SIP Early Offer is not supported (listed as a future roadmap item), SIP Delayed Offer is supported, and SIP Early Media is not supported (also a future roadmap item); the SDP packetization timer must be 20ms.

    Set up voice channels for Webex Contact Center · PSTN Media and Signaling Requirements for Webex Contact Center subsection · Checked 2026-09-04
38. 38
    The default surge percentage that allows a tenant's concurrent voice contacts to exceed its base entitlement is 30%.

    Set up voice settings for Webex Contact Center · View concurrent voice contact settings section · Checked 2026-09-04
39. 39
    If the calculated Maximum Concurrent Voice Contact Threshold is insufficient for a customer's needs, the customer must submit a service request to Cisco Support to have the value adjusted rather than changing it themselves in Control Hub.

    Set up voice settings for Webex Contact Center · View concurrent voice contact settings section · Checked 2026-09-04
40. 40
    A customer cannot map a toll-free number to an entry point without the appropriate entitlement; on Cisco PSTN telephony type, this requires the 'Cisco Bundle 2: Inbound toll-free number access' add-on.

    Set up voice settings for Webex Contact Center · Set up inbound dial numbers section · Checked 2026-09-04
41. 41
    The 2 help.webex.com voice-channel setup URLs (article IDs nhy3codb and 2dputx) serve byte-for-byte identical article HTML/body content; they are the same document published under 2 different article IDs, not a redirect and not distinct content.

    Set up voice channels for Webex Contact Center · Whole-page diff of retrieved HTML for both article IDs · Checked 2026-09-04
42. 42
    The Cisco Webex Contact Center Setup and Administration Guide describes a 'Voice Services Platform' (VSP) as an alternative PSTN service option for Webex Contact Center alongside the existing Webex Calling service, with Voice POP as VSP's default telephony option; this applies only to customers with a Voice Services Platform subscription.

    Cisco Webex Contact Center Setup and Administration Guide - Voice Services Platform · cpaas-integration-with-ivr.html page content · Checked 2026-09-04
43. 43
    Cisco does not recommend enabling voicemail on an agent line, because an incorrectly configured setup could let a customer call go to voicemail while the contact center believes the call was answered normally.

    Set up voice channels for Webex Contact Center · Voicemail subsection · Checked 2026-09-04
44. 44
    WarmTransfer infers that Cisco has withdrawn vPOP as a documented Webex Contact Center PSTN option, because the onboarding guide has been expired and the current voice-channel article's change log records removing its vPOP reference. No end-of-sale or end-of-service notice was found to confirm this.inferred

    Set up voice channels for Webex Contact Center · synthesis of the expired onboarding guide and the voice-channel article change log · Checked 2026-09-04
45. 45
    Cisco's change log for the current Webex Contact Center voice-channel article records a 25 June 2026 edit titled 'Removed reference to VPoP', and the separate vPOP Onboarding Guide article no longer serves content.

    Set up voice channels for Webex Contact Center · Article change log entry dated 2026-06-25 · Checked 2026-09-04
46. 46
    WebRTC is enabled by default for a new Webex Contact Center tenant, allowing agents/supervisors to make or receive calls directly in the browser via the Desktop option.

    Set up voice settings for Webex Contact Center · Manage call settings / WebRTC subsection · Checked 2026-09-04
47. 47
    WebRTC agent calling requires a minimum network bandwidth of 100kbps per call.

    Set up voice channels for Webex Contact Center · WebRTC Configuration / Network and Browser Requirements subsection · Checked 2026-09-04
48. 48
    WebRTC Desktop support for agents is currently unavailable for Webex Contact Center customers hosted in the Japan data center.

    Set up voice channels for Webex Contact Center · Agents Connection / WebRTC Configuration subsections · Checked 2026-09-04
49. 49
    For 0-commitment orders, the default Concurrent Voice Contact Entitlement is 100 plus the number of Add-on IVR port licenses.

    Set up voice settings for Webex Contact Center · View concurrent voice contact settings section · Checked 2026-09-04
50. 50
    Bring Your Own Virtual Agent is a remote procedure call and websocket contract between Webex Contact Center and a partner-hosted virtual agent connector, and its documentation never uses Model Context Protocol terminology in its body.

    Bring Your Own Virtual Agent · whole article body · Checked 2026-09-05
51. 51
    The United States tab of the Cisco Calling Plans article states that Cisco Calling Plans supports Webex Contact Center only through the use of Service Numbers.

    Get Started with the Cisco Calling Plans · United States tab, Cisco Calling Plans requirements and limitations, Limitations list · Checked 2026-09-15

Documents

Cite this page

WarmTransfer. (2026, September 24). Webex Contact Center voice channel and PSTN options. WarmTransfer. https://warmtransfer.net/knowledge/webex-cc-voice-channels

@misc{warmtransfer-webex-cc-voice-channels,
  title  = {Webex Contact Center voice channel and PSTN options},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/webex-cc-voice-channels},
  note   = {Verified 2026-09-24}
}