Webex Contact Center resiliency and failover

See also

Sources

1. 1
   For Webex Contact Center AI inference, cross-region failover excludes EU processing, which stays within the EU during incidents.

   Data Security, Privacy, and Residency in Webex Contact Center · section on processing locality logic · Checked 2026-10-02
2. 2
   Cisco states that global distribution of Webex Contact Center AI inference reroutes inference requests if a local data center has an issue.

   Data Security, Privacy, and Residency in Webex Contact Center · section on processing locality logic · Checked 2026-10-02
3. 3
   The architecture article lists Webex Contact Center AWS regions as US (N. Virginia and N. California), Canada (Central), UK (London), Europe (Frankfurt) and Asia Pacific (Tokyo, Sydney, Singapore and India).

   Webex Contact Center Architecture · section 'Deployment and Connectivity' · Checked 2026-10-02
4. 4
   Cisco states the three-zone deployment makes Webex Contact Center resilient to an availability-zone failure and that failed instances are replaced automatically.

   Webex Contact Center Architecture · section 'Reliability and Availability' · Checked 2026-10-02
5. 5
   Cisco's business continuity section describes the three availability zones within an AWS region as separate physical locations with independent utilities.

   Webex Contact Center Architecture · section 'Business Continuity and Disaster Recovery' · Checked 2026-10-02
6. 6
   Cisco states it has documented and regularly validated recovery procedures intended to detect and recover from a large-scale outage within a Webex Contact Center region.

   Webex Contact Center Architecture · section 'Business Continuity and Disaster Recovery' · Checked 2026-10-02
7. 7
   Cisco engineering reports that critical Webex Contact Center applications run three or more replicas active-active across three availability zones.

   Resilience by Design: How Webex Contact Center Stays Up When the Cloud Wobbles · section on architecture principles / availability zones · Checked 2026-10-02
8. 8
   For Webex Contact Center Local Gateway deployments above 250 concurrent calls, the trunk type must be Certificate Based.

   Set up voice channels for Webex Contact Center · section on Local Gateway trunk type · Checked 2026-10-02
9. 9
   Cisco engineering runs on-demand automated chaos tests and Game Day events with controlled random failure injection against Webex Contact Center.

   Resilience by Design: How Webex Contact Center Stays Up When the Cloud Wobbles · section on chaos engineering · Checked 2026-10-02
10. 10
    Both routers in a CUBE HA Local Gateway pair must be identical platforms running the same IOS-XE version and configuration.

    Implement CUBE high availability as Local Gateway · prerequisites and restrictions · Checked 2026-10-02
11. 11
    From IOS-XE 17.9.1, CUBE high availability can be deployed as a Local Gateway for Webex Calling premises-based PSTN trunks.

    Implement CUBE high availability as Local Gateway · introduction / overview · Checked 2026-10-02
12. 12
    TDM or analog interfaces cannot be colocated on a CUBE HA Local Gateway pair.

    Implement CUBE high availability as Local Gateway · restrictions list · Checked 2026-10-02
13. 13
    The active and standby CUBEs of a CUBE HA pair must reside in the same data center, so CUBE HA alone does not provide site diversity.

    Implement CUBE high availability as Local Gateway · restrictions list · Checked 2026-10-02
14. 14
    CUBE HA uses layer 2 box-to-box redundancy that checkpoints signaling and media state for each call from the active to the standby router, giving stateful failover of active calls.

    Implement CUBE high availability as Local Gateway · overview of CUBE HA / Redundancy Group infrastructure · Checked 2026-10-02
15. 15
    CUBE HA does not preserve calls that are still in transit, such as calls in the ringing or trying state, at the moment of failover.

    Implement CUBE high availability as Local Gateway · restrictions list · Checked 2026-10-02
16. 16
    In the vPOP model, two VPOPs are configured per geographic region so the enterprise CUBE can switch between them if a network failure occurs.

    Component Redundancy · section on geographic redundancy · Checked 2026-10-02
17. 17
    When Agent Desktop loses connectivity to its WebSocket interface, the loss is detected and the desktop attempts to reconnect and re-login.

    Webex Contact Center Architecture · Desktop architecture paragraph (asynchronous API and server-side push) · Checked 2026-10-02
18. 18
    In the vPOP model, two enterprise data centers can connect to the same Webex Contact Center VPOPs within the same geographic region.

    Component Redundancy · section on enterprise data center redundancy · Checked 2026-10-02
19. 19
    Cisco engineering states it continuously runs automated end-to-end tests for caller, agent, supervisor and admin personas in every Webex Contact Center region.

    Resilience by Design: How Webex Contact Center Stays Up When the Cloud Wobbles · section on testing and incident response · Checked 2026-10-02
20. 20
    Enhanced Survivability is an on-premises, calling-only failover capability for Webex Calling Dedicated Instance during a customer network outage or a cloud outage.

    Get Started with Enhanced Survivability · overview / introduction · Checked 2026-10-02
21. 21
    Enhanced Survivability should not be treated as a Webex Contact Center failover mechanism, because its documentation is scoped to calling only and does not mention contact center agents, queues or routing.inferred

    Get Started with Enhanced Survivability · whole article; scope statement · Checked 2026-10-02
22. 22
    Flow Designer activities can have an Undefined Error path configured to handle system errors during flow execution.

    Build and manage flows with Flow Designer · activity reference sections (for example Disconnect Contact, Advanced Queue Information), 'Undefined Error' · Checked 2026-10-02
23. 23
    An agent is signed out of Agent Desktop if a network outage lasts longer than the Lost Connection Recovery Timeout.

    Desktop settings for Webex Contact Center · section 'Manage system settings', Lost Connection Recovery Timeout · Checked 2026-10-02
24. 24
    The Webex Contact Center Lost Connection Recovery Timeout defaults to 120 seconds.

    Desktop settings for Webex Contact Center · section 'Manage system settings', Lost Connection Recovery Timeout · Checked 2026-10-02
25. 25
    The Lost Connection Recovery Timeout is set in Control Hub under Services > Contact Center > Tenant Settings > Desktop, in the System Settings section, in seconds.

    Desktop settings for Webex Contact Center · section 'Manage system settings', procedure steps · Checked 2026-10-02
26. 26
    The Lost Connection Recovery Timeout accepts values from 120 seconds (2 minutes) to 600 seconds (10 minutes).

    Desktop settings for Webex Contact Center · section 'Manage system settings', Lost Connection Recovery Timeout · Checked 2026-10-02
27. 27
    Cisco describes a Local Gateway route group as giving the highest flexibility, scalability and fault tolerance for contact center PSTN, but only if it is properly configured for redundancy.

    Set up voice channels for Webex Contact Center · section on Local Gateway / route groups · Checked 2026-10-02
28. 28
    During provisioning, each Webex Calling Local Gateway is assigned to two Webex Media PoP locations for redundancy and high availability.

    Get started with Local Gateway · section on Local Gateway provisioning / Media PoP assignment · Checked 2026-10-02
29. 29
    Webex Contact Center supports keeping voice media within the local region for regions where its voice media edge and ingress services run.

    Webex Contact Center Architecture · section 'Multi Region Connectivity for Telephony' · Checked 2026-10-02
30. 30
    Cisco does not support endpoint devices in the same Webex Calling location used for Webex Contact Center PSTN.

    Set up voice channels for Webex Contact Center · section on locations for PSTN interconnectivity · Checked 2026-10-02
31. 31
    Cisco's public Webex Contact Center architecture and data-security articles do not publish RTO or RPO targets or describe automatic tenant failover to a second region.inferred

    Webex Contact Center Architecture · whole article; sections 'Reliability and Availability' and 'Business Continuity and Disaster Recovery' · Checked 2026-10-02
32. 32
    Cisco reports that the October 2025 AWS event briefly impacted Webex Contact Center real-time reporting, outbound, and digital interaction routing.

    Resilience by Design: How Webex Contact Center Stays Up When the Cloud Wobbles · section on the October 2025 AWS regional event, impact list · Checked 2026-10-02
33. 33
    Cisco reports that during the October 2025 AWS us-east-1 regional event, Webex Contact Center calls and agent logins were not impacted.

    Resilience by Design: How Webex Contact Center Stays Up When the Cloud Wobbles · section on the October 2025 AWS regional event, impact list · Checked 2026-10-02
34. 34
    Cisco reports partial degradation of Webex Contact Center recording management and some IVR flows during the October 2025 AWS event.

    Resilience by Design: How Webex Contact Center Stays Up When the Cloud Wobbles · section on the October 2025 AWS regional event, impact list · Checked 2026-10-02
35. 35
    Cisco engineering attributes limited October 2025 impact to pre-provisioned capacity for hot paths and freezing scale changes during the incident rather than depending on new capacity.

    Resilience by Design: How Webex Contact Center Stays Up When the Cloud Wobbles · sections on stateless design / why impact remained minimal · Checked 2026-10-02
36. 36
    Webex Contact Center runs internal and external probes and periodic tests against its services and infrastructure, and failures trigger alerts that are handled as proactive incidents.

    Webex Contact Center Architecture · section 'Monitoring and Failure Detection' · Checked 2026-10-02
37. 37
    Administrators can choose a PSTN Region for a contact center PSTN location, which decides where Webex Contact Center processes media.

    Set up voice channels for Webex Contact Center · section on locations and PSTN Region · Checked 2026-10-02
38. 38
    Cisco's reviewed public documentation does not state what happens to calls already waiting in a Webex Contact Center queue if a whole region fails.inferred

    Webex Contact Center Architecture · sections 'Reliability and Availability' and 'Business Continuity and Disaster Recovery' (absence) · Checked 2026-10-02
39. 39
    If an Agent Desktop session cannot be restored because of a connection failure, session expiry or local storage issues, Cisco tells agents to reload the browser to refresh the session.

    Sign in to Agent Desktop · sign-in procedure notes on session restore · Checked 2026-10-02
40. 40
    Webex Calling distributes calls randomly among trunks in a route group that share the same priority.

    Configure trunks, route groups, and dial plans for Webex Calling · section on route groups, priority example · Checked 2026-10-02
41. 41
    If the highest-priority trunk in a Webex Calling route group is unavailable, the system attempts to route the call to a trunk with a lower priority.

    Configure trunks, route groups, and dial plans for Webex Calling · section on route groups · Checked 2026-10-02
42. 42
    A Webex Calling route group can contain at most 10 trunks.

    Configure trunks, route groups, and dial plans for Webex Calling · section on route groups · Checked 2026-10-02
43. 43
    For Webex Contact Center voice channels, route groups let you assign multiple trunks to scale Local Gateway deployments and for high availability, with priority weighting.

    Set up voice channels for Webex Contact Center · section on Local Gateway / route groups · Checked 2026-10-02
44. 44
    Webex Contact Center and Webex Calling share a global network of edge access services for voice ingress.

    Webex Contact Center Architecture · section on Voice Ingress / media services · Checked 2026-10-02
45. 45
    Agent Desktop cannot be used in multiple browsers or multiple tabs at once; a prompt appears if the agent signs in to multiple instances.

    Sign in to Agent Desktop · sign-in prerequisites / notes on multiple browsers and tabs · Checked 2026-10-02
46. 46
    From 1 August 2025, Webex Contact Center incident, maintenance and complex feature rollout notifications moved to the Global Service Status platform, and CJPIM email and Webex room alerts were discontinued.

    Subscribe to Webex Contact Center Incident and Maintenance Alerts · opening announcement paragraph · Checked 2026-10-02
47. 47
    Administrators subscribe to Webex Contact Center incident emails by selecting the envelope icon on the Webex for Commercial status page, entering an email address and confirming through the emailed link; maintenance alerts are subscribed from the Maintenance tab.

    Subscribe to Webex Contact Center Incident and Maintenance Alerts · subscription procedure sections · Checked 2026-10-02
48. 48
    All Webex Contact Center services and infrastructure components are deployed across three AWS availability zones.

    Webex Contact Center Architecture · section 'Reliability and Availability' · Checked 2026-10-02
49. 49
    Webex Calling trunk status in Control Hub is updated every 3 minutes.

    Configure trunks, route groups, and dial plans for Webex Calling · section on trunk status · Checked 2026-10-02
50. 50
    A Webex Calling Local Gateway trunk shows Impaired when the connection between at least one Webex Calling edge proxy and the Local Gateway has failed, and Offline when the connection to Webex Calling is unsuccessful.

    Configure trunks, route groups, and dial plans for Webex Calling · section on trunk status · Checked 2026-10-02
51. 51
    Webex Contact Center voice ingress services perform third-party call control over SIP, answering the incoming call and performing transfer, conference and other call control operations.

    Webex Contact Center Architecture · section on Voice Ingress (Functional Components) · Checked 2026-10-02
52. 52
    For vPOP connectivity, an enterprise CUBE HA pair sources all signaling and media from a virtual IP address so active calls are preserved when one CUBE fails.

    Component Redundancy · section on CUBE high availability within the enterprise · Checked 2026-10-02
53. 53
    The VPOP component-redundancy guidance appears to describe the older vPOP voice model rather than Webex Calling-based voice connectivity, since its parent vPOP onboarding guide now returns a not-found page.inferred

    Component Redundancy · whole article; last-updated 2024-09-08; references to VPOPs and CUBE only · Checked 2026-10-02
54. 54
    In the vPOP voice model, Webex Contact Center uses two VPOPs for high availability and Cisco advises the service provider to set up two POPs as well.

    Component Redundancy · section on Webex Contact Center cloud redundancy (VPOPs) · Checked 2026-10-02

Documents

Cite this page

WarmTransfer. (2026, October 2). Webex Contact Center resiliency and failover. WarmTransfer. https://warmtransfer.net/knowledge/wxcc-resiliency-architecture

@misc{warmtransfer-wxcc-resiliency-architecture,
  title  = {Webex Contact Center resiliency and failover},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/wxcc-resiliency-architecture},
  note   = {Verified 2026-10-02}
}