使用 Webex 呼叫規劃和設計成功的云呼叫部署.pdf

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1、#CiscoLive#CiscoLiveJohannes Krohn,Principal Technical Marketing EngineerBRKCOL-2787Planning and Designing Successful Cloud Calling Deployments with Webex Calling 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveEnter your personal notes hereCisco Webex App Questions?Use Ci

2、sco Webex App to chat with the speaker after the sessionFind this session in the Cisco Live Mobile AppClick“Join the Discussion”Install the Webex App or go directly to the Webex spaceEnter messages/questions in the Webex spaceHowWebex spaces will be moderated by the speaker until June 9,2023.12343ht

3、tps:/ 2023 Cisco and/or its affiliates.All rights reserved.Cisco PublicBRKCOL-27873Agenda 2023 Cisco and/or its affiliates.All rights reserved.Cisco PublicIntroductionSolution OverviewPSTN OptionsRegionsLocation ConsiderationsCall Control Integration/CoexistenceVirtual and Shared LinesSharing Number

4、sWebex Calling Provisioning APIsConclusionBRKCOL-27874Solution Overview 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebex CallingEnterprise-grade calling features Easy-to-use and secureCentralized management and administrationMobile First&AI led innovationBRKCOL-27876

5、2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebex CallingWebex CallingAnalytics|TelemetryDirectory and ContactsRecordingWebex Edge Connect Global cloud calling platform Centralized administrative experience from the cloud Public Cloud Multi-tenant platforms Flexibility

6、 to provision users to best address cloud calling business needs Flexible PSTN options OTT and Private network connectivity options to fit enterprise of various sizes Webex App for a unified end-user experienceWebex Calling-ArchitecturePartner PeeringOTTCisco PSTNCCPPPremises PSTN/SBCControl HubServ

7、icesNetwork ConnectivityPSTNDevicesPNCAPIsBRKCOL-27877 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveA complete enterprise feature setA partial list of supported calling featuresAlternate numbersBusiness continuity(CFNR)Busy lamp monitoring Call forwarding Call historyVi

8、deo N WayCall hold and resume Call logs w/click to dialCall routing and queuingBarge-in exemptT-38 FaxSelective call rejectionShared line appearanceSimultaneous ring Speed Dial 100Video(point to point)Call redialAuto attendantCall transfer attended Call restrictionsCall transfer-blind ATA supportCal

9、l waiting Up to 4 calls Conferencing(site based)Distinctive ring Directed call pickupDirected call pickup barge inEnterprise phone directoryDo not disturbThree-way calling(variable length)Feature access codesHoteling(guest)Hunt groupMain numberoutbound call ID Inbound caller IDInbound fax to emailMo

10、bilityMusic on hold(site)Virtual extensionsSingle number reach(Office anywhere)N-Way voice and video calling(6)PrivacyOutbound caller ID blocking Personal phone directoryPre-alert announcement Exec/assistantVisual voicemailWebex GoSchedules Sequential ringReceptionist clientReports and metrics Conve

11、nience call recordingVoicemail transcriptionBRKCOL-27878PSTN Options 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLivePSTN Options for Webex Calling Available in 110+countriesContinue using your existing providerSupport remote branch officesManage phone numbers Control HubA

12、vailable in over 65 countriesSelect from multiple world-class Cisco-certified providersChoose providers on a site-by-site basisManage numbers in Control HubAvailable in the U.S.,Canada,Europe,Australia*and New Zealand*Single offer through Cisco and our partnersFully integrated and managed from Contr

13、ol HubCisco Calling Plans(Cisco PSTN)Cloud Connect for Webex CallingPremises PSTNAccessNetworkPeeringnetworkCCPPPSTN 1CCPPPSTN 2LocalGatewayPSTNCisco Calling Plans*planned for Q1CY2023 https:/ 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLivePremises PSTN and PBX interconne

14、ctRepresents a single SIP trunk to an on-premises device.Device can be registering(CUBE)or certificate based(CUBE+3rdparty)trunkMust be assigned to a location.If used for PSTN the country dial plan is based on location address.Can be included in one or more route groups or can be directly associated

15、 to a dial plan.PSTN(SIP,ISDN,)decoupledDial plans allow you to route calls to on-premises destinations by use of trunks or route groups.Specifies the routing choice(trunk or route group)for calls that match any of its dial patterns.Dial pattern represents onon-premises premises extensionsextensions

16、;ESN/on-net numbers,+E.164 patterns,SIP URI domains.Logical grouping of trunks(max.10)for scale and redundancy of connections to the premisesDoes not“live”in a locationRoute groupsDial PlansTrunksCA PBX Dial PlanCA PBX Dial P8408XXXX+1408525XXXX8310XXXX+1310444XXXXUS East(Route Group)Local GatewayTr

17、unkTrunkhttps:/ 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveRegistering vs.Cert Based TrunkConcurrent CallsConcurrent Calls#of users#of users servicedservicedPreferred Trunk Preferred Trunk TypeTypeConnectivityConnectivity2000 650065000Certificate basedInterconnect250

18、200020000Certificate basedOTT=2502500Registering trunkOTTConnectivity specsOTT:max latency 100 ms,max jitter 10 ms,max packet loss 0.2%Interconnect:max latency 30 ms,max jitter 5 ms,0 packet lossCertificate based trunk requirementsPublic IPv4,domain,SRVTrusted certificateInbound connections through

19、firewallhttps:/ 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebex Calling PSTN:Cloud Connect for Webex CallingPSTN access through peering with a selection of Cloud Connected partners integrated into the Webex Calling cloud Partner helps enterprise procure and provision

20、 PSTNFully integrated option(number ordering from within Control Hub)available in the US Available to service providers who serve customers with locations outside of their PSTN footprintCustomer siteEndpointsAccessNetworkPeeringnetworkCCPPCCPPPSTN 1PSTN 1CCPPCCPPPSTN 2PSTN 2https:/ 2023 Cisco and/or

21、 its affiliates.All rights reserved.Cisco Public#CiscoLivePSTN Options-Comparison Cloud PSTN(Cisco PSTN/Cloud Cloud PSTN(Cisco PSTN/Cloud Connect for Webex Calling)Connect for Webex Calling)Premises PSTN(Trunk,Local Gateway)Premises PSTN(Trunk,Local Gateway)No invest in on-premises GWre-use of exist

22、ing PSTNno maintenance for on-premises GWinterconnect with PBXNo PSTN media hair-pinning*PSTN interconnect in markets not supported by Cloud PSTN optionsNumber orders potentially in-band(Cisco PSTN,fully integrated CCPP)Number orders out of band*calls from Webex Calling endpoint to PSTN via Local Ga

23、teway anchored on Webex Calling access;ICE media path optimization possible if ICE negotiation w/Local Gateway host candidate succeedsBRKCOL-278714Regions 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebex Calling global footprintVancouverVancouverChicagoChicagoTorontoT

24、orontoNew YorkNew YorkLondonLondonAmsterdamAmsterdamFrankfurtFrankfurtTokyoTokyoOsakaOsakaDallasDallasDallasDallasDallasDallasSan JoseSan JoseAmsterdamAmsterdamLondonLondonColumbusColumbusSingaporeSingaporeSydneySydneyMelbourneMelbourneNotesCommon Identity for AJP Region served out of Europe.Cities

25、with multiple services may have these services across multiple DCs.Unified Unified WebexWebex DCsDCsCalling DCsCalling DCsControl Hub (AWS)Control Hub (AWS)Common Identity DCsCommon Identity DCsMPP Device EDOSMPP Device EDOSCalling Media Calling Media PoPPoPGlobal platformoffers services to multinat

26、ionalcustomersfrom a singleregionGlobal backbone purposely designed for audio and video transport Low loss 100+Gigabit interconnectivity with multiple redundant pathsSouth KoreaSouth KoreaBRKCOL-278716 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebex Calling global fo

27、otprintVancouverVancouverChicagoChicagoTorontoTorontoNew YorkNew YorkLondonLondonAmsterdamAmsterdamFrankfurtFrankfurtTokyoTokyoOsakaOsakaDallasDallasDallasDallasDallasDallasSan JoseSan JoseAmsterdamAmsterdamLondonLondonColumbusColumbusSingaporeSingaporeSydneySydneyMelbourneMelbourneNotesCommon Ident

28、ity for AJP Region served out of Europe.Cities with multiple services may have these services across multiple DCs.Unified Unified WebexWebex DCsDCsCalling DCsCalling DCsControl Hub (AWS)Control Hub (AWS)Common Identity DCsCommon Identity DCsMPP Device EDOSMPP Device EDOSCalling Media Calling Media P

29、oPPoPGlobal platformoffers services to multinationalcustomersfrom a singleregionGlobal backbone purposely designed for audio and video transport Low loss 100+Gigabit interconnectivity with multiple redundant pathsSouth KoreaSouth KoreaBRKCOL-278717 2023 Cisco and/or its affiliates.All rights reserve

30、d.Cisco Public#CiscoLiveWebex Calling global footprintVancouverVancouverChicagoChicagoTorontoTorontoNew YorkNew YorkLondonLondonAmsterdamAmsterdamFrankfurtFrankfurtTokyoTokyoOsakaOsakaDallasDallasDallasDallasDallasDallasSan JoseSan JoseAmsterdamAmsterdamLondonLondonColumbusColumbusSingaporeSingapore

31、SydneySydneyMelbourneMelbourneNotesCommon Identity for AJP Region served out of Europe.Cities with multiple services may have these services across multiple DCs.Unified Unified WebexWebex DCsDCsCalling DCsCalling DCsControl Hub (AWS)Control Hub (AWS)Common Identity DCsCommon Identity DCsMPP Device E

32、DOSMPP Device EDOSCalling Media Calling Media PoPPoPGlobal platformoffers services to multinationalcustomersfrom a singleregionGlobal backbone purposely designed for audio and video transport Low loss 100+Gigabit interconnectivity with multiple redundant pathsSouth KoreaSouth KoreaBRKCOL-278718 2023

33、 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebex Calling global footprintVancouverVancouverChicagoChicagoTorontoTorontoNew YorkNew YorkLondonLondonAmsterdamAmsterdamFrankfurtFrankfurtTokyoTokyoOsakaOsakaDallasDallasDallasDallasDallasDallasSan JoseSan JoseAmsterdamAmsterda

34、mLondonLondonColumbusColumbusSingaporeSingaporeSydneySydneyMelbourneMelbourneNotesCommon Identity for AJP Region served out of Europe.Cities with multiple services may have these services across multiple DCs.Unified Unified WebexWebex DCsDCsCalling DCsCalling DCsControl Hub (AWS)Control Hub (AWS)Com

35、mon Identity DCsCommon Identity DCsMPP Device EDOSMPP Device EDOSCalling Media Calling Media PoPPoPGlobal platformoffers services to multinationalcustomersfrom a singleregionGlobal backbone purposely designed for audio and video transport Low loss 100+Gigabit interconnectivity with multiple redundan

36、t pathsSouth KoreaSouth KoreaBRKCOL-278719 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebex Calling global footprintVancouverVancouverChicagoChicagoTorontoTorontoNew YorkNew YorkLondonLondonAmsterdamAmsterdamFrankfurtFrankfurtTokyoTokyoOsakaOsakaDallasDallasDallasDall

37、asDallasDallasSan JoseSan JoseAmsterdamAmsterdamLondonLondonColumbusColumbusSingaporeSingaporeSydneySydneyMelbourneMelbourneNotesCommon Identity for AJP Region served out of Europe.Cities with multiple services may have these services across multiple DCs.Unified Unified WebexWebex DCsDCsCalling DCsC

38、alling DCsControl Hub (AWS)Control Hub (AWS)Common Identity DCsCommon Identity DCsMPP Device EDOSMPP Device EDOSCalling Media Calling Media PoPPoPGlobal platformoffers services to multinationalcustomersfrom a singleregionGlobal backbone purposely designed for audio and video transport Low loss 100+G

39、igabit interconnectivity with multiple redundant pathsSouth KoreaSouth KoreaBRKCOL-278720 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebex Calling global footprintVancouverVancouverChicagoChicagoTorontoTorontoNew YorkNew YorkLondonLondonAmsterdamAmsterdamFrankfurtFran

40、kfurtTokyoTokyoOsakaOsakaDallasDallasDallasDallasDallasDallasSan JoseSan JoseAmsterdamAmsterdamLondonLondonColumbusColumbusSingaporeSingaporeSydneySydneyMelbourneMelbourneNotesCommon Identity for AJP Region served out of Europe.Cities with multiple services may have these services across multiple DC

41、s.Unified Unified WebexWebex DCsDCsCalling DCsCalling DCsControl Hub (AWS)Control Hub (AWS)Common Identity DCsCommon Identity DCsMPP Device EDOSMPP Device EDOSCalling Media Calling Media PoPPoPGlobal platformoffers services to multinationalcustomersfrom a singleregionGlobal backbone purposely design

42、ed for audio and video transport Low loss 100+Gigabit interconnectivity with multiple redundant pathsSouth KoreaSouth KoreaBRKCOL-278721 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebex Calling global footprintVancouverVancouverChicagoChicagoTorontoTorontoNew YorkNew

43、YorkLondonLondonAmsterdamAmsterdamFrankfurtFrankfurtTokyoTokyoOsakaOsakaDallasDallasDallasDallasDallasDallasSan JoseSan JoseAmsterdamAmsterdamLondonLondonColumbusColumbusSingaporeSingaporeSydneySydneyMelbourneMelbourneNotesCommon Identity for AJP Region served out of Europe.Cities with multiple serv

44、ices may have these services across multiple DCs.Unified Unified WebexWebex DCsDCsCalling DCsCalling DCsControl Hub (AWS)Control Hub (AWS)Common Identity DCsCommon Identity DCsMPP Device EDOSMPP Device EDOSCalling Media Calling Media PoPPoPGlobal platformoffers services to multinationalcustomersfrom

45、 a singleregionGlobal backbone purposely designed for audio and video transport Low loss 100+Gigabit interconnectivity with multiple redundant pathsSouth KoreaSouth KoreaBRKCOL-278722 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebex Calling global footprintVancouverVa

46、ncouverChicagoChicagoTorontoTorontoNew YorkNew YorkLondonLondonAmsterdamAmsterdamFrankfurtFrankfurtTokyoTokyoOsakaOsakaDallasDallasDallasDallasDallasDallasSan JoseSan JoseAmsterdamAmsterdamLondonLondonColumbusColumbusSingaporeSingaporeSydneySydneyMelbourneMelbourneNotesCommon Identity for AJP Region

47、 served out of Europe.Cities with multiple services may have these services across multiple DCs.Unified Unified WebexWebex DCsDCsCalling DCsCalling DCsControl Hub (AWS)Control Hub (AWS)Common Identity DCsCommon Identity DCsMPP Device EDOSMPP Device EDOSCalling Media Calling Media PoPPoPGlobal platfo

48、rmoffers services to multinationalcustomersfrom a singleregionGlobal backbone purposely designed for audio and video transport Low loss 100+Gigabit interconnectivity with multiple redundant pathsSouth KoreaSouth KoreaMedia pops provide regional media services and regional peering with cloud connecte

49、d PSTN providersBRKCOL-278723 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebex Calling regional scalingCore call control scales horizontally Leveraging micro services to quickly deploy/expandSBC Resources are separated from Access and Peering Access for Endpoints and

50、Local Gateways Peering for CCPP integration to PSTN Access and Peer SBCs scale horizontallyWebex Calling RegionCall ControlAccessSBCCorePeeringSBCBRKCOL-278724 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveHeadquarters Location First Time Setup Wizard(FTSW)RequiredRequir

51、ed-When a new Webex Calling Org is created,a first location is required to set up Webex Calling for customer use.Based off the country of the Location,this will define the regional platform used,“Home region”.All call signaling traffic is routed to this Home Region as well as the calling data is sto

52、red here.Media is supported globally with regional SBCs.It is highly recommended that the country or region with the majority of your users should be defined as your headquarters location.You can edit or delete your headquarters address any time in Control Hub.This changes will always be reflected b

53、y all Location dependent objects(e.g.Users).The country of the headquarters location or the regional platform cannot be changed after creation.BRKCOL-278725 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveMulti-region customer:Regional mediaAccess SBCs in other regionscan

54、be usedIn-region registrationIn-region mediaSignaling still inter-regionCut-through delay might still occurMedia RTT not a factorWebex Calling EndpointsLocation 1Location 1USGlobal Webex BackboneGlobal Webex BackboneWebex Calling EndpointsLocation 2Location 2InternetInternetAUSIP RegistrationSIP Sig

55、nalingSRTP MediaBRKCOL-278726 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveMulti-region customer:Regional media for Cloud Connected PSTNLocations in home regioncan use all CCPP providersavailable in home regionNew:locations in remoteregion can useCCPPs availablein remot

56、e regionPSTN media traffic stayswithin region if CCPP providerin remote region is usedWebex Calling EndpointsLocation 1Location 1USGlobal Webex BackboneGlobal Webex BackboneWebex Calling EndpointsLocation 2Location 2InternetInternetAUSIP RegistrationSIP SignalingSRTP MediaCCPPCCPPBRKCOL-278727 2023

57、Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveSingapore Media POPTwo full Webex Calling deployments in APJCJP:Osaka,TokyoAU:Sydney MelbourneChallenge:APAC region too large to keep RTT within acceptable boundsOSATOKMELSYDSINMmdia POP in SingaporeAccess:endpoint and Local Gatew

58、ay registration,failover to JP(Osaka,Tokyo)Peering:trunks to Cloud Connected PSTN providersMedia services(VM,conferencing)Call Recording:local media server,call recording leg to JP(Osaka,Tokyo)BRKCOL-278728 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveCountriesCountries

59、Webex Calling MT DCWebex Calling MT DCCountry/Region selected during Customer creation in Control Hub(FTSW)Country/Region selected during Customer creation in Control Hub(FTSW)Home region for Webex Calling customerHome region for Webex Calling customerAustraliaNew ZealandIndonesiaAUSydney/MelbourneC

60、anadaCAToronto/VancouverAustriaBahrainBelgiumBulgariaCzech Rep.CroatiaCyprusDenmarkEgyptEstoniaFinlandFranceGermanyGhanaGreeceHungaryIcelandIrelandIsraelItalyKuwaitLatviaLithuaniaLuxembourgMaltaNetherlandsNigeriaNorwayPolandPortugalQatarRomaniaSaudi ArabiaSlovakiaSloveniaSouth AfricaSpainSwedenSwitz

61、erlandTurkeyUAEUkraineUnited KingdomEMEALondon/FrankfurtAmsterdam/Frankfurt*EU post Brexit Hong Kong IndiaJapanMalaysiaPhilippinesSingaporeSouth KoreaTaiwanThailand VietnamJPTokyo/OsakaWebex Calling MT Regional ConfigurationReferenceBRKCOL-278729 2023 Cisco and/or its affiliates.All rights reserved.

62、Cisco Public#CiscoLiveCountriesCountriesWebex Calling MT DCWebex Calling MT DCCountry/Region selected during Customer creation in Control Hub(FTSW)Country/Region selected during Customer creation in Control Hub(FTSW)Home region for Webex Calling customerHome region for Webex Calling customerAmerican

63、 SamoaAnguillaAntigua&BarbudaArgentinaBahamasBarbadosBermudaBoliviaBrazilBritish Virgin IslandsCanada*Cayman IslandsChileColumbiaCosta RicaDominicaDominican RepublicEcuadorEl SalvadorGrenadaGuamGuatemalaHondurasJamaicaMexicoMontserratNicaraguaNorthern Mariana IslandsPanamaParaguayPeruPuerto RicoSain

64、t Kits&NevisSaint LuciaSaint Vincent&the GrenadinesSint MaartenTrinidad&TobagoTurks&Caicos IslandsUnited StatesUruguayUS Virgin IslandsUSDallas/Chicago/New York*Toggled BehaviorWebex Calling MT Regional ConfigurationContinuedReferenceBRKCOL-278730Location Considerations 2023 Cisco and/or its affilia

65、tes.All rights reserved.Cisco Public#CiscoLivePSTN IntegrationPSTN defined at the location levelOne PSTN choice per location(Cisco PSTN,CCPP,Premises PSTN)All PSTN calls originating from location use same PSTNLocation main number is required for any calls to/from location.Location main number is req

66、uired for any calls to/from location.BRKCOL-278732 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveEmergency CallingTwo options to handle emergency calls:Enhanced emergency(E911)serviceDynamic;support roaming device Nomadic E911 serviceOnly available in US/CANUses RedSky:h

67、ttps:/ Callback Number(ECBN)basedStatic configuration of ECBN per location(per user override)https:/ 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveEmergency Callback NumberSet at location levelCan be main number or any other assigned(and active)number in that locationUse

68、r level overrideRecommendations:for users with phone number use that as ECBNFor users w/o phone numbers multiple ECBNs can exist within(large)locationsECBNs must be live answering points(be careful with IVRs,queues,AAs,)BRKCOL-278734 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#

69、CiscoLiveNumbers/extensionsNumbers/extensions All numbers are accessible between locations.If an extension overlap exists,site codes can be used to allow extension dialing between locations.Auto AttendantsAuto Attendants Assigned to a location,search scopes can be defined per Location or globallyHun

70、t Groups/Call QueuesHunt Groups/Call Queues Assigned to a location,agents can be assigned from any locationSingle Number ReachSingle Number Reach Assigned to a location,user access can be defined per Location or globally.Feature/Location DependenciesPaging Group Paging Group Assigned to a location,p

71、aging targets and originators can be assigned from any location.Receptionist Client Receptionist Client Assign via user,searched filter available based on location.Virtual Extension Virtual Extension Can be defined per Location or globally.Voicemail Group Voicemail Group-Assigned to a location and u

72、ses location voicemail settings.Any number within the customer can forward to the voicemail if required.Calling features are configured at the location level.and many features still work across locationsBRKCOL-278735 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveFeatures

73、 with Cross Location LimitationsCall ParkCall Park Extensions Call Park Extensions Call Park is used for a network hold and allows a user to park a call against an available users extension or to a Call Park Extension Call Park Extensions are configured within a specific locationAny user from any lo

74、cation can unpark the parked call(provided the extension is accessible)Location level parameters for recall(parking user,hunt group,user/hunt),timers and ring patternCall Park Group Call Park Group-The Call Park Group service allows a defined group of users to automatically park calls against other

75、available members of a call park groupThe members of this group can only be from the same Location and can be in a single group Any user within the ORG can answer the parked callLocation level parameters for timers and ring pattern for parked callsCall Park Group defines the recall options(parking u

76、ser,hunt group,user/hunt)BRKCOL-278736 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveFeatures with Cross Location LimitationsCall PickupCall Pickup Call Pickup Users that are added to a call pickup can answer calls when another member of the call pickup is busy.A user ca

77、n only be assigned to one call pickup.A location may have multiple call pickupsA call pickup can only have users from the same locationCall Pickup requires FAC for use in Webex Calling;default Pickup softkey uses Directed Call PickupDirected call Pickup works across all locationsBRKCOL-278737 2023 C

78、isco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveUsers&workspaces 30k combinedNumbers No hard limits,recommended:less or equal 3 times the number of usersTrunks 100Auto Attendants 1000Virtual Extension 1000Per Location ScaleHunt Group 1000 Call Queue 1000Authorization Codes-1000C

79、all Park Extensions 100 Call Pickup Groups-1000Receptionist Client-500ReferenceBRKCOL-278738Interworking Unified CM/Webex Calling 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebex Calling Dialing HabitsExtension dialing:2-6 digits(default 4)Inter-and intra-site;inter-s

80、ite requires unique extensionsESN(Location routing prefix+user extension)using an optional location code:up to 7 digits+E.164Telephone numbers defined in the Webex Calling system.Always resolvable by+E164 dialingCountry Dial PlansUS,Canada,Puerto Rico:National:10 digit dialing or 1+10 digit dialing7

81、 digit dialing:Webex Calling will normalize to E.164 for external calls assuming NPA of originatorDial plans in phones not optimized for 7D dialing timeout experienced when using off-hook dialingAvoid conflict between abbreviated inter-site dialing(enterprise numbers)and 7D when integrating with PBX

82、 via Local Gateway;no 7D enterprise numbersOther countriesVarious digit lengths based on published national numbering plan:https:/ 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveUnderstanding location codesWhat if extension ranges of sites overlap?No extension dialing bet

83、ween sitesAlice can call Bob and Charlie using extension dialingAlice cannot call Dave using extension dialingWhat if Charlie dials 4002?NYNY6001+12125556001CharlieCharlieWidgets,Inc.Widgets,Inc.MontrealMontreal40024002+15145554002DaveDaveLALA40024002+13105554002BobBob4001+13105554001AliceAliceBRKCO

84、L-278741 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveUnderstanding location codesSolution:add location codesNeed to be unique!Inter-site dialing using location code+extensionLocation code+extension is uniqueAlice can call Dave(and the other users)using inter-site diali

85、ngNYNY600182026001+12125556001CharlieCharlieWidgets,Inc.Widgets,Inc.MontrealMontreal400282514002+15145554002DaveDaveLALA400282014002+13105554002BobBob400182014001+13105554001AliceAliceLocationLocationLocation CodeLocation CodeLA8201NY8202Montreal8251BRKCOL-278742 2023 Cisco and/or its affiliates.All

86、 rights reserved.Cisco Public#CiscoLiveEnterprise Best PracticesGoal:optimize dial plan handling in phones to minimize timeouts1.Outbound dialing digit(for example 9)Per location2.Internal steering digit for inter-site(for example 8)Different from PSTN 3.Uniform location code length(for example 4)Lo

87、cation code includes leading internal steering digit!4.Uniform extension length(for example 4)Uniform inter-site dialing:steering digit location id extensionExample:8-496-9764BRKCOL-278743 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveEnterprise Best PracticesGoal:optimi

88、ze dial plan handling in phones to minimize timeouts1.Outbound dialing digit(for example 9)Per location2.Internal steering digit for inter-site(for example 8)Different from PSTN 3.Uniform location code length(for example 4)Location code includes leading internal steering digit!4.Uniform extension le

89、ngth(for example 4)Uniform inter-site dialing:steering digit location id extensionExample:8-496-9764BRKCOL-278744 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveEnterprise Best PracticesGoal:optimize dial plan handling in phones to minimize timeouts1.Outbound dialing digi

90、t(for example 9)Per location2.Internal steering digit for inter-site(for example 8)Different from PSTN 3.Uniform location code length(for example 4)Location code includes leading internal steering digit!4.Uniform extension length(for example 4)Uniform inter-site dialing:steering digit location id ex

91、tensionExample:8-496-9764BRKCOL-278745 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveConflictsTo avoid timeouts conflicts need to be avoided between:First digit of extensionsInternal steering digitOutbound dial digitExample:steering digit 8,4D extensions,4D location code

92、What if Alice lifts the handset and starts to dials 8,2,0,2?Bob,Charlie?NYNY600182026001+12125556001CharlieCharlieWidgets,Inc.Widgets,Inc.MontrealMontreal400182514001+15145554001DaveDaveLALA820282018202+13105558202BobBob800182018001+13105558001AliceAliceLocationLocationLocation CodeLocation CodeLA82

93、01NY8202Montreal8251BRKCOL-278746 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveCallingLocal Gateway Dial Plan IntegrationEnterprise dial plan on Unified CM needs to deterministically send Webex Calling destinations to Webex Calling via Local GatewayDial plan has to supp

94、ort“typical”dialing habits to reach Webex Calling destinationsWebex Calling destinations need to be regularly updated during transition period as users move to Webex Calling Site 1Local GWLocal GWSite 3Site 2InternetInternetEnterprise A?CCPPCCPPCiscoCiscoCalling PlanCalling PlanPSTNPSTNBRKCOL-278747

95、 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveLGW Dial Plan IntegrationWith a single Egress LGW selection not site specific no LRG based LGW selection required*Multiple LGWs in multiple locations:RL and LRGCan can use multiple LGWs for scale and redundancyWebex Calling

96、destinations provisioned as+E.164 route patternsDNAll IP Phone DNs(+E.164)CSSsPartitionsNYCInternationalDN1XX,Prefix+121255509.2-9XXXXXX,Pre-Dot,Prefix+1212NYCtoE164+E.164 RPs for all Webex Calling destinationsWebexCallingWebex Calling RLWebex CallingRGRoute ListsRoute Groups*For extension dialling

97、w/non-unique extensions site specific trunks are required so that WebexCalling can establish proper dialling context.LRG can be used for site specific egress trunk selectionBRKCOL-278748 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveUCM to WxC ESN Outbound Route Patterns

98、Any dialing habit can be transformed to+E.164 using dialing normalization translationsDialing normalization forWebex Calling ESN rangesto+E.164 in same partitionas Webex Calling route patternsDNAll IP Phone DNs(+E.164)CSSsPartitionsNYCInternationalDN1XX,Prefix+121255509.2-9XXXXXX,Pre-Dot,Prefix+1212

99、NYCtoE164+140855501XXWebexCallingWebex Calling RLWebex CallingRGRoute ListsRoute Groups81012.XXX,Pre-Dot,Prefix+12125550OnNetRemote81101.1XX,Pre-Dot,Prefix+14085550BRKCOL-278749 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveUCM to WxC ESN Outbound Route PatternsAny diali

100、ng habit can be transformed to+E.164 using dialing normalization translationsDialing normalization forWebex Calling ESN rangesto+E.164 in same partitionas Webex Calling route patternsBetter solution:use ESN route patterns for Webex Calling ESN ranges also works with extension only WebexCalling desti

101、nationsDNAll IP Phone DNs(+E.164)CSSsPartitionsNYCInternationalDN1XX,Prefix+121255509.2-9XXXXXX,Pre-Dot,Prefix+1212NYCtoE164+140855501XXWebexCallingWebex Calling RLWebex CallingRGRoute ListsRoute Groups81012.XXX,Pre-Dot,Prefix+12125550OnNetRemote81101.1XXBRKCOL-278750 2023 Cisco and/or its affiliate

102、s.All rights reserved.Cisco Public#CiscoLiveUCM to WxC PSTN Routing to Webex CallingPSTN Dial Plan can utilize the same Route Patterns for+E.164 dialing as UCM users.Called party globalization to+E.164 required if no+E.164 received from PSTNMultiple ways to do on UCM:Incoming Called Party Transforma

103、tion Patterns(preferred)Translation PatternRoute PatternsDNAll IP Phone DNs(+E.164)CSSsPartitionsTrunk Inbound CSSPSTN GatewayTrunk+E.164 RPs for all Webex Calling destinationsWebexCallingWebex Calling RLWebex CallingRGBRKCOL-278751 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#C

104、iscoLiveLoad balancing and failover across trunks to premises(scale,scale,redundancyredundancy)Deterministic routing based on ESN and+E.164patterns in enterprise dial planWebex Calling locations can use cloud PSTN or premises PSTNLocal GWLocal GWSite 3CallingCCPPCCPPCiscoCiscoCalling PlanCalling Pla

105、nInternetInternetPSTNPSTN+12125552XXX81212XXXRouting from Webex Calling to Unified CMEnterprise Dial PlansBRKCOL-278752 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveCaller ID NormalizationTool:Calling Party Transformation PatternsCan be done either inbound on Trunk from

106、 Webex CallingOutbound on Unified CM registered deviceBest practice:globalize on ingress,localize on egress but customer might have implemented other dial plans Unified CM caller ID is always based on RPID or From(in this priority)On dual identity trunks from Webex Calling profiles on CUBE or SIP no

107、rmalization scripts(Lua)on Unified CM can be used to(selectively)copy From:to PAIReference:https:/ 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveInterworking LimitationsLocal Gateway(registering)concurrent session limitationsIntegration between Webex Calling and Unified

108、CM is pure call routing integrationNo concept of sharing call state nor user(line)presenceImpact on any feature relying on call state or presence:Call pick-up(notifications)Hunt:no way to determine state of lineBLF.Keep users of these features together on a single call control instanceBRKCOL-278754

109、2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveCisco UCM and Webex Calling coexistenceProper dial plan design(see Enterprise PA*for details)enables seamless transition of DNs from UCM to Webex CallingAll dialing habits are possible:ESN,DN and+E.164Detailed information in“

110、Transitioning from Cisco UCM to Webex Calling Deployment Guide”https:/ Preferred Architecture for Webex Calling Overview”https:/ Architecture for Cisco Collaboration 12.x Enterprise On-Premises Deployments,CVD*https:/ and Shared Lines 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public

111、#CiscoLiveMulti lineOne number,multiple devicesOne number,multiple devicesOne device,multiple numbers One device,multiple numbers Shared Line AppearanceCall Delegate modeShared Line Group for Group call managementVirtual LineSame user with multiple numbers assigned to their devicesTerminology“Multi

112、Line”BRKCOL-278757 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveSupported DevicesCisco 8875Webex App(Desktop)&Multi call window*Version 42.12+is requiredMultiplatform Phones840/860 Wireless Phones2nd Line on DECT handset*Multi call window is available on Windows OS only

113、;Mac OS availability:roadmapBRKCOL-278758 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveSupported Devices(Detailled)DevicesDevicesShared LineShared LineVirtual LineVirtual LineMPP(user)Webex AppWireless 840/860Guest Profiles for Hot deskingDECT handsetsMPP(workspace)ATAB

114、RKCOL-278759Reference 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveUse CasesA contact center agent uses the primary line for normal/personal calls and uses the second line to login to a call queue or a contact center applicationCaution:free/busy state of virtual line do

115、es not reflect whether user is engaged in call on primary lineAn employee at insurance agents office uses/advertises a different line for each agencyA corporate line is assigned as a shared line on multiple user devices.Users still have their primary line for normal-personal calls but can also make

116、or receive calls from the corporate line.BRKCOL-278760 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveShared LinePrimary line of of one user added as secondary line to another users phoneCharlie an place/receive calls on behalf of BobCan be across locationsCan be across l

117、ocationsIncoming calls to Bobs extension/TN signalled on all phones in parallelBob(+1 408 555 0123,5001)Charlie(+1 212 555 0155,7001)NYCSJCBob(+1 408 555 0123,5001)BRKCOL-278761 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveMultiple Lines for One UserVirtual line with ad

118、dtl.extension/TN assigned to users phoneC Can be from different locationan be from different locationUser can place/receive calls from/on either lineSimple solution to enable user to assume different calling identities Bob(+1 408 555 0123,5001)VL Bob NYC(+1 212 555 0144)NYCSJCBRKCOL-278762 2023 Cisc

119、o and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveVirtual Line GroupSame virtual line assigned as line on phone of different usersVL has extension/TN in one locationCan be across locationsCan be across locationsIncoming calls to VL extension/TN signalled on all phones in parallelAll

120、users can use VL to place call simple/trivial group functionBob(+1 408 555 0123,5001)VL IT(6001)Charlie(+1 212 555 0155,7001)VL IT(6001)NYCSJCBRKCOL-278763 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveShared Line AppearanceJamie settings:Primary number:7105,+1.Dustin se

121、ttings:Primary number:7103,+1.Shared line appearance:Jamies primary line is configured as shared line on Dustins device:7105,+1.Jamies Primary Line is configured as a Shared line on Dustins phoneBRKCOL-278764 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveMultiple Lines f

122、or User:Primary Line and Virtual LinesVirtual line in different locationVirtual line,part of IT support call queue(can also be hunt group,shared line group)Shared line,Jamies primary lineWill discuss challenges with virtual lines as agents later in this session BRKCOL-278765 2023 Cisco and/or its af

123、filiates.All rights reserved.Cisco Public#CiscoLiveWebex App Multi Line FunctionalityEasily accessible enterprise calling featuresAnswer or decline calls on any lineIntuitive message indicatorsPresence indicators(BLF)Slim,compact design to optimize desktop productivitySupport users who need more tha

124、n one lineUsers can select a line from any Webex Calling locationLine can be assigned to multiple devicesEach line has its own call settings,for example each line can have its unique caller id Each line can be assigned independently to group calling functions-Call Queue,Group Call Pickup,Hunt Group,

125、shared line groups Set Unique Labels to help Identify different lines*Not all features on Multi call window are supported with Webex callingMulti call window available on Windows OS only;Mac OS availability:roadmapBRKCOL-278766 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoL

126、iveWebex App Multi Line on MacOSUser can select line for outbound callIf line is agent in a queue then(if configured)queues caller id can be selectedAgent state(signed in/out,available,unavailable)can be setAgent state is synced with agent line on MPPQueues can be joined/unjoined selectivelyAgent fu

127、nctions(today)only available for 1st line on Webex appAgent linesBRKCOL-278767 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveConfiguring Virtual LinesNew tab in calling sectionVirtual Lines can be added one by one or in bulkBRKCOL-278768 2023 Cisco and/or its affiliates.

128、All rights reserved.Cisco Public#CiscoLiveConfiguring Virtual LinesNew tab in calling sectionVirtual Lines can be added one by one or in bulkBRKCOL-278769 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveConfiguring Virtual LinesNew tab in calling sectionVirtual Lines can b

129、e added one by one or in bulkBRKCOL-278770 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveAdding a Virtual LineName by which you can search the profileAssign TN and/or extensionTN cannot be toll free numberAn admin can also bulk upload using a csv fileBRKCOL-278771 2023 C

130、isco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveAdding a Virtual LineName by which you can search the profileAssign TN and/or extensionTN cannot be toll free numberAn admin can also bulk upload using a csv fileNext stepsAdd virtual line as alternate(secondary)line to devicesSet

131、permissions for virtual lineCreate more virtual linesBRKCOL-278772 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveVirtual Line SettingsComprehensive set of calling settings for virtual linesEquivalent to user level settingsBRKCOL-278773 2023 Cisco and/or its affiliates.Al

132、l rights reserved.Cisco Public#CiscoLiveVirtual Line SettingsComprehensive set of calling settings for virtual linesEquivalent to user level settingsDirectory search is disabled by defaultBRKCOL-278774 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWhere/How to Use Virtua

133、l LinesAssign to devicesAssign from“Virtual Lines”Select“Assign to Device”Select a device from the dropdown or search for a specific user and number and assign to that users deviceAssign from“Users”Users/workspaces with a Webex Calling Basic license are excluded.Assign to Webex appNo cross-location

134、limitationsVirtual lines cannot be primary lineNo addtl.license required for virtual lineBRKCOL-278775 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWhere/How to Use Virtual LinesAssign to devicesAssign from“Virtual Lines”Select“Assign to Device”Select a device from the

135、dropdown or search for a specific user and number and assign to that users deviceAssign from“Users”Users/workspaces with a Webex Calling Basic license are excluded.Assign to Webex appNo cross-location limitationsVirtual lines cannot be primary lineNo addtl.license required for virtual lineBRKCOL-278

136、776 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWhere/How to Use Virtual LinesAssign to devicesAssign from“Virtual Lines”Select“Assign to Device”Select a device from the dropdown or search for a specific user and number and assign to that users deviceAssign from“Users”

137、Users/workspaces with a Webex Calling Basic license are excluded.Assign to Webex appNo cross-location limitationsVirtual lines cannot be primary lineNo addtl.license required for virtual lineBRKCOL-278777 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWhere/How to Use Vir

138、tual LinesAssign to devicesAssign from“Virtual Lines”Select“Assign to Device”Select a device from the dropdown or search for a specific user and number and assign to that users deviceAssign from“Users”Users/workspaces with a Webex Calling Basic license are excluded.Assign to Webex appNo cross-locati

139、on limitationsVirtual lines cannot be primary lineNo addtl.license required for virtual lineConfigurable line labelAny locationBRKCOL-278778 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWhere/How to Use Virtual LinesAssign to devicesAssign from“Virtual Lines”Select“Assi

140、gn to Device”Select a device from the dropdown or search for a specific user and number and assign to that users deviceAssign from“Users”Users/workspaces with a Webex Calling Basic license are excluded.Assign to Webex appNo cross-location limitationsVirtual lines cannot be primary lineNo addtl.licen

141、se required for virtual lineBRKCOL-278779 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWhere/How to Use Virtual LinesAssign to devicesAssign from“Virtual Lines”Select“Assign to Device”Select a device from the dropdown or search for a specific user and number and assign

142、to that users deviceAssign from“Users”Users/workspaces with a Webex Calling Basic license are excluded.Assign to Webex appNo cross-location limitationsVirtual lines cannot be primary lineNo addtl.license required for virtual lineBRKCOL-278780 2023 Cisco and/or its affiliates.All rights reserved.Cisc

143、o Public#CiscoLiveWhere/How to Use Virtual LinesAssign to devicesAssign from“Virtual Lines”Select“Assign to Device”Select a device from the dropdown or search for a specific user and number and assign to that users deviceAssign from“Users”Users/workspaces with a Webex Calling Basic license are exclu

144、ded.Assign to Webex appNo cross-location limitationsVirtual lines cannot be primary lineNo addtl.license required for virtual lineBRKCOL-278781 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWhere/How to Use Virtual LinesAssign to devicesAssign from“Virtual Lines”Select“A

145、ssign to Device”Select a device from the dropdown or search for a specific user and number and assign to that users deviceAssign from“Users”Users/workspaces with a Webex Calling Basic license are excluded.Assign to Webex appNo cross-location limitationsVirtual lines cannot be primary lineNo addtl.li

146、cense required for virtual lineConfigurable line labelAny locationBRKCOL-278782 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWhere/How to Use Virtual LinesAssign to devicesAssign from“Virtual Lines”Select“Assign to Device”Select a device from the dropdown or search for

147、a specific user and number and assign to that users deviceAssign from“Users”Users/workspaces with a Webex Calling Basic license are excluded.Assign to Webex appNo cross-location limitationsVirtual lines cannot be primary lineNo addtl.license required for virtual lineBRKCOL-278783 2023 Cisco and/or i

148、ts affiliates.All rights reserved.Cisco Public#CiscoLiveWhere/How to Use Virtual LinesAssign to devicesAssign from“Virtual Lines”Select“Assign to Device”Select a device from the dropdown or search for a specific user and number and assign to that users deviceAssign from“Users”Users/workspaces with a

149、 Webex Calling Basic license are excluded.Assign to Webex appNo cross-location limitationsVirtual lines cannot be primary lineNo addtl.license required for virtual lineBRKCOL-278784 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveFeatures with Virtual Line SupportHunt Grou

150、p:virtual lines can be assigned as agentsCall Queue:virtual lines can be assigned as agents and supervisorsPaging Group:virtual lines can be paging targets and originatorsCall Park Group:virtual line can park/retrieve and calls can be parked on virtual lineCall Pickup Group:virtual line can pick up

151、call to line that is member of the group;any line member of the group can pick up call to virtual lineVirtual lines can be referenced for Auto Attendant menu options,ECBN,caller id85BRKCOL-2787 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveLimitationsUnified call history

152、:call history should appear on all devices that have a shared line appearanceCall presence consistency:need to transition from lines based presence concept to“is the user on a call”(independent of device/line)DND consistencyuser can set DND per line appearance on a phoneDND state set on shared line

153、affects DND of“owner”Owner and sharing user play ping-pongNeed to move to a user based DND conceptBRKCOL-278786 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveEmergency Calling ConsiderationsEmergency calls depend on line contextLines or virtual lines location determines

154、routing of callRedSky for RedSky enabled locationsElse location PSTNHELD/HELD+is device specific;no line dependencyWhether call is routed to RedSky still depends on location(is location RedSky enabled?)ECBN selection depends on line or virtual line used to place the callVirtual line TNLocations defa

155、ult ECBNTN of another virtual line or user in same locationBRKCOL-278787 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveAssigning Virtual Lines to Call QueueDedicated extension for Agent and Supervisor functions in Call QueueVirtual lines can be defined as agents on speci

156、fic call queues or can be defined as supervisors with a specific list of agents Agents can sign-in/out and set their availability state to available/unavailable/wrap-up.Agents can also elect to join/unjoin an assigned call queue(if permitted).Calls to a call queue ultimately get distributed to agent

157、s that are available and joined.Agents can set their availability state using a soft-key on a desk phone.The agents can also use the Webex App to set the availability status or join/unjoin a call queue when the virtual line is assigned to the App Supervisors can use FACs from the virtual line to inv

158、oke supervisory functions such as monitoring,coaching,barge-inBRKCOL-278788 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveVirtual Line as Agent LineAgent AvailabilityPrimary lineVirtual line added as agent to call queueBRKCOL-278789 2023 Cisco and/or its affiliates.All r

159、ights reserved.Cisco Public#CiscoLiveVirtual Line as Agent LineAgent AvailabilityPrimary lineVirtual line added as agent to call queueDustin is in a call on the primary lineBRKCOL-278790 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveVirtual Line as Agent LineAgent Availa

160、bilityPrimary lineVirtual line added as agent to call queueIncoming call to call queue is still presented(silently);moved to next agent in queue if declined.Active call placed on hold if answered.BRKCOL-278791 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveVirtual Line as

161、 Agent LineAgent AvailabilityActive call on different line on a phone not considered for agent availability of different(virtual)line on same phoneWith multiple virtual lines on the same phone in different queues this can easily become confusing recommendation:avoid multiple virtual agent lines on o

162、ne phoneBRKCOL-278792 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveVirtual Line as Agent LineACD softkeys per linePrimary lineVirtual line added as agent to call queueAgent softkeys appear when an agent line is selectedBRKCOL-278793 2023 Cisco and/or its affiliates.All

163、rights reserved.Cisco Public#CiscoLiveVirtual Line as Agent LineACD softkeys per lineCan sign in/out and set statusNot signed inSigned in,activeSigned in,unavailableSigned in,wrap-upBRKCOL-278794 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveDesign Considerations:Virtual

164、 Lines in QueuesAvailability of a virtual line“agent”solely based on whether the line is engaged in a callNot whether the user is busy talking on a different line on the phoneIf the virtual line is in a call on any phone no further calls from call queue get extended to that agent virtual line.Even i

165、f the virtual line is shared across multiple phonesAgent sign in/out and agent status softkeys on phones work per lineMPP agent can sign in/out and set status per line.MPP agent cant join/unjoin queues BRKCOL-278795 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveProper ca

166、llback number for outbound call supportAllows agents to make outgoing calls using CLID of a call queueCustomerAgentFor customer callbacks,staff can present the business CLID of their call queue If you dont want the customer to call staff directly And want the customer to have the ability to reach an

167、 available,qualified staff memberWebex AppWebex AppFAC codesAgent uses FAC Code to“override”the persistent configuration or input the queue CLID desired to be sent.BRKCOL-278796 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveAgent Join/Unjoin for specific call queuesAllow

168、s agents to indicate which queues to receive/not receive a call fromAdministrators configure in Control HubAgents may configure in AppImproves user experience for agentsBRKCOL-278797 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveAgent:Phone vs.Webex AppMPPMPPWebex AppWeb

169、ex AppMultiple agent lines“challenging”Multi line only available on Windows.for nowAgent can only set state(sign in/out,available,unavailable)per line;affects all queuesWith multiple queues on one line agent can selectively join/unjoin queues*Queue caller id selection w/FAC codes onlyQueue caller ID

170、 selectable*MacOS:only 1st line*MacOS:queue caller id an only be selected for agent line on 1st line BRKCOL-278798 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveAPI SupportExisting endpoints for queues,hunt,extended to support virtual lines as membersIncluding endpoints

171、to get available membersBRKCOL-278799 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveAPI SupportNew endpoint to list existing virtual linesMissing:Endpoints to create/update virtual linesEndpoints for virtual line calling settingsBRKCOL-2787100 2023 Cisco and/or its affil

172、iates.All rights reserved.Cisco Public#CiscoLiveAdditional resources availableConfiguration of shared lines and virtual lines across locationsComparison of call routing methodsBRKCOL-2787101Extension Dialing Considerations 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveEx

173、tension Dialling Between LocationsUser A in location A can call inter-location to user B in location Bby dialing“2304”CallingSite 1Local GWLocal GWSite 3Site 2InternetInternet150123043105Loc ALoc B“2304”BRKCOL-2787103 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveChallen

174、ge 1:Overlap on Webex CallingUser A in location A dials“2304”,an extension that exists in multiple locationsThe call is routed to one of theextensions,Location B or CDeterministic:in contrast to stochasticthe same destination will ring for every callHard to predict:preference hidden from admin/custo

175、merIf overlapping extension ranges exist then cross-location extension dialling should not be advertisedto usersCallingSite 1Local GWLocal GWSite 2InternetInternet15013105Loc ASite 32304Loc BSite 32304Loc C?“2304”BRKCOL-2787104 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoL

176、iveExtension Dialling to Unified CM(Split Sites)User A in location A can call user C on Unified CM by dialing“1501”Unknown extension routing enabledon location A,routing choice is trunk/route group to UCMUnified CM dial plan routes based onextensionCallingSite 1Local GWLocal GWSite 3Site 2InternetIn

177、ternet150123043105Loc ALoc B“1501”BRKCOL-2787105 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveSpecial Case:Multiple Split SitesCalling from Webex Calling to Unified CM Locations with users on UCM and WxC CallingSite 1Local GWLocal GWSite 3Site 2InternetInternet31053105L

178、oc ALoc B31003100BRKCOL-2787106 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveSpecial Case:Multiple Split SitesCalling from Webex Calling to Unified CM Locations with users on UCM and WxC Unknown extension routig enabled on each location with location specific routing ch

179、oiceLocation specific trunks on UCM to(re-)stablish site routing contextAlternative:re-establish routing context on Unified CM based on ESN caller IDPossible but from the“department of dirty tricks”.and does not address the reversedirectionCallingSite 1Local GWLocal GWSite 3Site 2InternetInternet310

180、53105Loc ALoc B31003100“3100”BRKCOL-2787107 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveSpecial Case:Multiple Split SitesCalling from Webex Calling to Unified CM Locations with users on UCM and WxC Unknown extension routig enabled on each location with location specifi

181、c routing choiceLocation specific trunks on UCM to(re-)stablish site routing contextAlternative:re-establish routing context on Unified CM based on ESN caller IDPossible but from the“department of dirty tricks”.and does not address the reversedirectionCallingSite 1Local GWLocal GWSite 3Site 2Interne

182、tInternet31053105Loc ALoc B“3100”31003100“3100”BRKCOL-2787108 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveSpecial Case:Multiple Split SitesCalling from Unified CM to Webex CallingLocations with users on UCM and WxC Unknown extension routing enabled on each location wit

183、h location specific routing choiceLocation specific trunks on UCM to(re-)stablish site routing contextSite specific egress GW selection on UCM based on LRGRouting context on WxC based on location specific trunk and pilot user Unified CM could also globalize the called address to ESN so that Webex Ca

184、lling can route on that addressCallingSite 1Local GWLocal GWSite 3Site 2InternetInternet31053105Loc ALoc B3100 3100BRKCOL-2787109 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveChallenge:Inter-Location Overlap between Unified CM and Webex Calling Locations with users on U

185、CM and Webex CallingUser 3100 in location A tries to call UCM user3105Unknown extension policy on location A not triggered b/c there is an inter-locationmatch for 3105(in location B)Impossible to use unknown extension dialing to reach users on Unified CM if the same extension also exists inWebex Cal

186、ling CallingSite 1Local GWLocal GWSite 3Site 2InternetInternet31053100Loc ALoc B31053100“3105”actualdesiredBRKCOL-2787110 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveUnknown Extensionvs National Dial PlanUnknown extension policy only checked AFTER national number plan

187、lookupNational numbering plan trumps in case of overlap with unknown extensionsUser dials numberEmergency?LocationPSTNYesUnknown ext.prem PSTNPSTNLegacyUnknownNumberUnknown extension policy enabled and 2-6 dialed digitsCloud PSTNYesPSTN2YesUser2YesVON2YesDP222Unknown number handling+E.164 translated

188、YesRL2StandardUserRoutelistVONDial PlanNS lookupVON RangePSTN2Based on national dial planNS lookup skipped in 2nd round;straight to PSTN insteadYesVON2E.164,ext,ESNStrict matchStrict match111BRKCOL-2787 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveUnknown Extension vs N

189、ational Numbering PlanExample:Germany has X5-12 in the national dial planUnknown 4/5/6D extensions get routed to the PSTN instead of according to unknown extension policyReason:outside access code is not enforced.Even if configuredWorkaround:dial plan matching on unknown extensions routing to trunkC

190、aveat:dial plans are global while unknown extension policy can establish location specific routing contextDial plans by countryhttps:/ 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveSummaryAvoid multiple split sites with overlapping extension rangesIntroducing enterprise

191、significant numbers(ESN)can be used to partly address the challengessimplifies Unified CM to Webex Calling routingRemoves need for location specific trunks from Unified CM to Webex Calling Does no address the reverse directionIf only we had location level translation patterns on Webex Calling thenWe

192、 could translate unknown extensions to ESN and avoid all these troublesBRKCOL-2787113Sharing Numbers 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWays to share a number for inbound calls with multiple usersHunt GroupSimplest of configurationsCall QueueMore options than

193、Hunt Group(see Group Call Management section)Shared Line AppearanceNumber of another licensed user in your organization as an additional lineExecutive Assistant FeatureAssistants may support multiple ExecutivesAssistants may place outbound calls for executives Virtual LineBRKCOL-2787115 2023 Cisco a

194、nd/or its affiliates.All rights reserved.Cisco Public#CiscoLiveUsers in Hunt Group or Call QueueCall to group#9876Niki#2345Ed#2356Pat#3456Directs calls to Niki,Ed,or Pat on both MPP phones and Webex appHunt Group configurationCall Queue configurationBRKCOL-2787116 2023 Cisco and/or its affiliates.Al

195、l rights reserved.Cisco Public#CiscoLiveShared Line Appearance-Inbound callsJaden#0401Ed#8528 with a shared appearance for JadenAnika calls JadenBoth devices ring and can answer on either deviceWill also ring on Jadens soft client and mobileShared Line Appearance configurationBRKCOL-2787117 2023 Cis

196、co and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveShared Line Appearance-Outbound callingAnikaEd places call to Anika using Shared Line Appearance for JadenShared Line Appearance configurationJaden#0401Ed#8528 with a shared appearance for Jaden“Jaden is calling me”*Jaden is able to”

197、Pull Call”once the call is placedNote:It is not possible today for a user to have 2 different numbers of their own identity to make outbound callsBRKCOL-2787118 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveShared Line Appearance maximum useMaximum of 35 devices for a si

198、ngle users number(with a Professional User license)*Changing the number of users personal devices will adjust number available to be shared with other users phonesOfficeHomeComputerTabletMobileSample users devices(5)Shared Line Appearance on other phones(30)*One of each type concurrentlyBRKCOL-27871

199、19 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveExecutive Assistant FunctionJaden configured as executive and Ed as assistant with Call Filtering enabledConfiguration stepsJaden#2345Ed#2356Kelly calls JadenThe incoming call will appear on all of Eds phone or appsExecuti

200、ve and Assistant do not need to be in the same defined locationBRKCOL-2787120 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveExecutive Assistant FunctionIn addition to filtering calls,the function provides additional value to the usersJaden#2345Ed#2356Kelly calls JadenEve

201、n when Ed(the assistant)answers Jadens call,the call is still anchored on Jadens userCall PullWebex for Developers eventsAssistant may also use Feature Access Codes on behalf of executiveFeature Access CodesBRKCOL-2787121 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveExe

202、cutive Assistant FunctionEd places outbound calls for JadenJaden#0401Ed#8528Ed places call to Anika for Jaden“Jaden is calling me”Jaden is able to”Pull Call”once the call is placedAnika#2127Ed is able to push the call to Jadens phoneBRKCOL-2787122 2023 Cisco and/or its affiliates.All rights reserved

203、.Cisco Public#CiscoLiveOutbound Calling with Different Caller IDSome options are available for Webex Calling users to dial out with a different caller ID than the users assigned numberDefined outbound caller ID for user in Control Hub by administrator as explained hereShared Line Appearance on MPP o

204、r appVirtual Line on MPP or appWith Executive Assistant feature configured and using Shared Line Appearance or Feature Access Codes Caller ID of call queue(part of Group Call Management)BRKCOL-2787123 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveVirtual LinesVirtual Lin

205、es act like“dummy”usersAttributes:first/last/display name,TN and/or extensionLive in a locationSettings:caller ID,ECBN,incoming/outgoing permissions,intercept,barge,.like calling settings of a userVirtual lines can be added to MPPs and app instances as additional linesCan be used for incoming/outgoi

206、ng callsNo location restriction:MPP and app can have lines from multiple locationsBRKCOL-2787124 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveVirtual Lines vs Shared LinesVirtual lines dont remove the user centric concept of WebexCalling but remove a lot of the original

207、 restrictionsFor example:sharing a helpdesk line across a group of users now is really easyAlice+1 972 555 01523052“Helpdesk”+1 972 555 01454045Virtual lineBob+1 972 555 01513051“Helpdesk”+1 972 555 01454045Charlie+1 972 555 01533053“Helpdesk”+1 972 555 01454045BRKCOL-2787125Webex Calling Provisioni

208、ng APIs 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebex Calling APIs Overview Detailed call records Onboarding,usage,&quality reporting Automated reporting setup Place,answer,hang up calls Stop/start/pause recording Transmit DTMF digits List active calls/get history

209、Manage users,phone#s,locations,&services Assign licenses Create and manage location featuresRepresentative TasksCustomer JourneySetup,Onboard,Manage Call,Meet,CollaborateAchieve Customer SuccessSample Solutions Installation,activation,&onboarding Ongoing services management&care Self-service via par

210、tner portal Custom enterprise calling integrations Cloud business platform integration Custom app development PROVISIONINGCALL CONTROLANALYTICS&REPORTING User training&adoption services Business process design&optimization Vertical solutions design&oversightBRKCOL-3015127 2023 Cisco and/or its affil

211、iates.All rights reserved.Cisco Public#CiscoLiveComprehensive Set of Provisioning APIsLocations,PeopleOrganisation Settingsannouncement language,auto attendants,call parks,call park extensions,call pickups,call queues,call recording settings,hunt groups,location intercept,location internal dialing,l

212、ocation incoming/outgoing permissions,paging groups,phone numbers,schedules,voicemail settings,voice portal,MoH,voicemail groups,dial plans,trunks,route groups,route listsPerson Settingscalling behaviour,barge settings,call forwarding,call intercept,recording,caller id,DND,voicemail,schedules,monito

213、ring,phone numbers,privacy,executive assistant,PTT,hoteling,incoming/outgoing permissions,call queue caller idVoice MessagingReference:https:/BRKCOL-2787128 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveUsing Webex APIsDocumentation at:https:/ learning curveA lot of conc

214、epts to masterSDKs help to abstract from the“dirty details”BRKCOL-2787129More details:“BRKCOL-3015:Agile Management of Webex Calling”,Thu 8am 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveWebex Calling Provisioning MethodsControl HubControl HubCSVAPIAPIEase of UseSpeedCu

215、stomizationBRKCOL-3015130Closing 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveRecap/Q&AWebex Calling PSTN optionsRegional footprint,design considerationsLocation considerationsInterworking between Unified CM and Webex CallingVirtual and Shared LinesExtension Dialing Con

216、siderationsSharing NumbersProvisioning APIsBRKCOL-2787132 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLiveUpcoming Calling Sessions133BRKCOL-2787Jun 7,8:00LTRCOL-3001-Migration to Webex Calling LabJun 7,10:30 BRKCOL-2481-Successful Migrations from Unified CM to Webex Calli

217、ngJun 7,15:00 BRKCOL-2812-Troubleshooting Webex Calling Premises-based PSTNJun 7,16:00 BRKCOL-2993-Enabling Site Survivability for Webex CallingJun 8,8:00BRKCOL-3015-Agile Management of Webex Calling-Theres an API for thatJun 8,10:30 PSOCOL-1018-Seamlessly move to cloud calling without business disr

218、uption or compromiseJun 8,10:30 BRKCOL-3009-Troubleshooting UCM Calling in Webex App Like a TAC EngineerJun 8,13:00 BRKCOL-2064-Migrating IP phones from Unified Communications Manager(on-premises)to Webex Calling(cloud)by a TAC engineer 2023 Cisco and/or its affiliates.All rights reserved.Cisco Publ

219、ic#CiscoLiveFill out your session surveys!Attendees who fill out a minimum of four session surveys and the overall event survey will get Cisco Live-branded socks(while supplies last)!These points help you get on the leaderboard and increase your chances of winning daily and grand prizesAttendees wil

220、l also earn 100 points in the Cisco Live Challenge for every survey completed.BRKCOL-2787134 2023 Cisco and/or its affiliates.All rights reserved.Cisco PublicContinue your educationVisit the Cisco Showcase for related demosBook your one-on-oneMeet the Engineer meetingAttend the interactive education

221、 with DevNet,Capture the Flag,and Walk-in LabsVisit the On-Demand Library for more sessions at www.CiscoL you#CiscoLive 2023 Cisco and/or its affiliates.All rights reserved.Cisco Public#CiscoLive137Gamify your Cisco Live experience!Get points for attending this session!Get points for attending this session!Open the Cisco Events App.Click on Cisco Live Challenge in the side menu.Click on View Your Badges at the top.Click the+at the bottom of the screen and scan the QR code:How:1234137 2023 Cisco and/or its affiliates.All rights reserved.Cisco PublicBRKCOL-2787#CiscoLive