deployment guide for calling in webex teams (unified cm) · •hold/resume—usersplaceacallon...

Deployment Guide for Calling in Webex Teams (Unified CM)First Published: 2019-03-28

Last Modified: 2020-06-25

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C O N T E N T S

New and Changed Information viiP R E F A C E

Full Cisco Trademarks with Software License xv

Overview of Calling in Webex Teams (Unified CM) 1C H A P T E R 1

Calling in Webex Teams (Unified CM) Overview 1

Calling Features for Calling in Webex Teams (Unified CM) 1

Calling Experience with Calling in Webex Teams (Unified CM) for Users 12

Call Comparison 12

User Experience Changes for Hybrid Call Service Users 13

Call Flows for Calling in Webex Teams (Unified CM) 14

Calling in Webex Teams (Unified CM) Call Answered on Webex Teams 14

Calling in Webex Teams (Unified CM) Incoming Call Answered on Desk Phone 14

Webex Teams Call to a User with no Directory Number 15

Unified CM Call in Webex Teams to PSTN Number 16

Unified CM Call in Desk Phone Control Mode 16

Meeting Join in Desk Phone Control Mode 17

Protocol Handlers for Calling 17

Protocol Handlers for Windows 18

Protocol Handlers for Mac 19

Prepare Your Environment for Calling in Webex Teams (Unified CM) 21C H A P T E R 2

Requirements for Calling in Webex Teams (Unified CM) 21

Call Control Environment Requirements for Calling in Webex Teams (Unified CM) 21

Network Requirements for Calling in Webex Teams (Unified CM) 22

IPv6 Requirements 22

Deployment Guide for Calling in Webex Teams (Unified CM)iii

Ports and Protocols 23

Supported Codecs 24

Voicemail Requirements for Calling in Webex Teams (Unified CM) 24

Certificate Requirements for Calling in Webex Teams (Unified CM) 25

Unified CM Certificates (No MRA) 25

Unified CM Certificates (With MRA) 26

Expressway Certificates (With MRA) 27

Headset Requirements for Calling in Webex Teams (Unified CM) 28

License Requirements for Calling in Webex Teams (Unified CM) 28

Webex Teams App Requirements for Calling in Webex Teams (Unified CM) 29

Recommended SSO Configuration for Calling in Webex Teams (Unified CM) 29

Hybrid Calling Removal Requirements for Calling in Webex Teams (Unified CM) 30

Considerations for Migrating from Hybrid Calling to Calling in Webex Teams (Unified CM) 31

Retain Configuration for Hybrid Call Service for Webex Devices 32

Remove Hybrid Calling Configuration From Users 33

Deploy Calling in Webex Teams (Unified CM) 35C H A P T E R 3

Calling in Webex Teams (Unified CM) Deployment Task Flow 35

Overview of Service Profile 38

Create Default Service Profile 38

Configure UC Services Workflow 39

Configure Voicemail Pilot Number 39

Configure UC Services 40

Configure Service Profile with UC Services 41

Service Discovery Options 42

Configure DNS SRV Records 42

Test SRV Records 43

Authentication Options 43

SAML SSO in the Client 43

Authenticate with the LDAP Server 43

Set Parameters on Phone Configuration for Desktop Clients 44

Configure Unified CM End Users for Calling in Webex Teams (Unified CM) 44

Create Softphones Workflow 45

Create and Configure Webex Teams Softphone Devices 46

Deployment Guide for Calling in Webex Teams (Unified CM)iv

Contents

Add a Directory Number to the Device 47

Associate Users with Devices 48

Configure the Phone Security Profile for Encrypted Calls 48

Set Client Configuration Parameters 49

Define Configuration Parameters 50

Assign Client Configuration to Service Profile 50

Create and Host Client Configuration Files 51

Policy Parameters 51

XML Config File Requirements 52

Create Global Configurations 53

Create Group Configurations 54

Host Configuration Files 54

Restart TFTP Server 55

Create Global Configurations 55

Configuration File Requirements 56

UC Manager Profiles and Calling Behavior Workflow 56

Create a UC Manager Profile 57

Edit a UC Manager Profile 57

Set Calling Behavior and UC Manager Profiles in Control Hub 57

Manual Connection Settings 58

Configure SIP Address Routing for Your Organization 59

Authenticate with Phone Services in Webex Teams 59

Known Issues and Limitations With Calling in Webex Teams (Unified CM) 61

Manage and Troubleshoot Calling in Webex Teams (Unified CM) 63C H A P T E R 4

Access Call Statistics for Calling in Webex Teams (Unified CM) 63

Manage Cisco Headsets in Webex Control Hub 64

Troubleshoot Issues with Calling in Webex Teams (Unified CM) 65

Webex Teams Desktop Error Codes For Calling in Webex Teams (Unified CM) 66

Appendix 69A P P E N D I X A

Quality of Service 69

Quality of Service Options 69

Supported Codecs 69

Deployment Guide for Calling in Webex Teams (Unified CM)v

Contents

Define a Port Range on the SIP Profile 70

Set DSCP Values 70

Set DSCP Values on Cisco Unified Communications Manager 70

Set DSCP Values With Group Policy 71

Set DSCP Values on the Network 71

Allow Untrusted Certificates on Unified CM 72

Deployment Guide for Calling in Webex Teams (Unified CM)vi

Contents

New and Changed Information

This table covers content updates related to new features or functionality, changes to existing content, andany major errors that were fixed in the Deployment Guide for Calling in Webex Teams (Unified CM).

For more information about Webex Teams app updates, see the What's New in Cisco Webex Teams for majorupdates and a preview of what's coming soon, and see the Cisco Webex Teams Release Notes for minorupdates and bug fixes.

Changes MadeDate

• In the feature overview table, added the following entries:

• Add Contacts, Search Your Contacts, and Make a Call(desktop and mobile)

• Missed calls (desktop)

• Call control for Webex Teams calls (desktop)

• Call Pickup (desktop and mobile)

• Share a specific application (desktop)

• Hunt Groups (desktop and mobile)

• Lock symbol for secure calls (deployment features—mobile)

• Added new sections to the deployment chapter that cover how toconfigure the XML config file for enabling hunt groups and callpickup for users:

• Set Client Configuration Parameters

• Create and Host Client Configuration Files

June 28, 2020

Deployment Guide for Calling in Webex Teams (Unified CM)vii

https://help.webex.com/article/8dmbcr

https://help.webex.com/article/mqkve8

Changes MadeDate


• Call history callback (mobile)

• Call statistics (mobile)

• Desk Phone Control for Webex Teams Calls (desktop)

• High Definition (HD) video (desktop)

• Health Checker for Phone Services Status (desktop)

May 28, 2020

• In the feature overview table, added the following entry:

• Auto-Discovery of Service Domain

• In the Deployment chapter, added or updated these sections:

• “UCManager Profiles andCallingBehaviorWorkflow” (New)

• “Create a UC Manager Profile” (New)

• “Edit a UC Manager Profile” (New)

• “Set Calling Behavior and UC Manager Profiles in ControlHub” (Updated)

May 6, 2020


• Single Number Reach (mobile)

• Voicemail (mobile)

• Emergency Calling (mobile)

• Call Forwarding (mobile)

• Answer call without sharing video (mobile)

April 30, 2020


• Automatic Gain Control (AGC) (desktop and mobile)

• Conference calls (mobile)

• Merge (mobile)

• Visual voicemail (desktop—additional features)

• Added visual voicemail configuration requirements to the PrepareYour Environment and Deploy chapters.

March 20, 2020

Deployment Guide for Calling in Webex Teams (Unified CM)viii

New and Changed InformationNew and Changed Information

Changes MadeDate


• Call Waiting (mobile)

• Transfer (mobile)

• Support for tel, sip and clicktocall protocols (mobile)

• Control Hub headset management (additional features)

• Added the following information about Cisco 700 headsets: “Ifusers have Cisco 700 series headset, they can use its USB adapterto answer and end calls, put calls on hold and resume them, as wellas mute and unmute calls.”

• Added new section “Manage Cisco Headsets in Webex ControlHub” to the Manage and Troubleshoot chapter.

• Added new section “Protocol Handlers for Calling” to the Overviewchapter.

• Readded Network Requirements section that was previouslyremoved in error.

February 27, 2020

• In the feature overview table, added the following entries forWindows and Mac:

• Lock icon for secure calls.

• Support for Cisco 700 series (bluetooth) headsets.

• Popout call window.

• Add a pause to a dial string.

• In the “License Requirements for Calling inWebex Teams (UnifiedCM)”, clarified that while a paid subscriptions is required anduseraccounts must be managed in your organization, the user accountsdon't require a specific license assignment to use Calling inWebexTeams (Unified CM).

January 30, 2020

Deployment Guide for Calling in Webex Teams (Unified CM)ix


Changes MadeDate


• Hold/resume for mobile platforms.

• Resume on different devices for desktop, deskphone controlmode, and mobile.

• Call history for mobile platforms.

• Added the following note to the Headset Requirements section:“When using the Cisco Headset 500 Series or Cisco Headset 700Series headsets in Webex Teams, the headset firmware can getupdated automatically. Users can confirm the message that popsup letting them know that an update is available, and then they'llget confirmation after it's updated.”

December 20, 2019

• Added network requirements information to the Prepare YourEnvironment chapter.

• In the Configure SIP Address Routing for your Organization,section, added the following clarification: “*.example.comonly matches subdomains, not top-level domains.”

December 10, 2019

• Added call history to the feature overview table for desktopplatforms.

• In the “Set DSCP Values on the Network”, changed the signalingpackets marking from AF31 to CS3.

November 27, 2019

• In the Deploy chapter, added relevant deployment steps andWebexTeams authentication steps for mobile softphone mode.

• Added the following mobile features to the feature overview table:

• Make call

• Answer call

• Mute/Unmute

• End call

• On a Call presence—In Webex Teams, users in the sameorganization can see this presence indicator during an active

call.

• Basic Shared Line Appearance

• DTMF input during the call

November 15, 2019

Deployment Guide for Calling in Webex Teams (Unified CM)x


Changes MadeDate

• Added the following features to the feature overview table:

• Webex Teams call (Windows or Mac)—Users can choosewhether to call people using their phone number or using aWebex Teams call. A Webex Teams call is a quick way tocall someone else who's usingWebex Teams. Users can sharetheir screen and whiteboard while in the call, but they can'tput the call on hold, transfer the call, or use other features onlyavailable in phone calls.

• SIP (URI) address routing—Configurable in Control Hub,this setting allows you to decide which SIP addresses arerouted through the Webex cloud. The default is for all SIPURIs to be routed through Unified CM except for Webexservices. (Also added new section Configure SIP AddressRouting for Your Organization, on page 59.)

November 7, 2019

• In Unified CM Certificates (With MRA), on page 26, removedreference to Cisco CallManager certificate and added the followingnote: “The Tomcat certificate is also used for secure SIP whenWebex Teams is enabled for encrypted calls (SIP Outh operateson the default port 5091 for MRA). See “Configure the PhoneSecurity Profile for Encrypted Calls” in this guide for more details.”

• In Unified CM Certificates (No MRA), on page 25, added thefollowing note: “The Tomcat certificate is also used for secure SIPwhen Webex Teams is enabled for encrypted calls (SIP Oauthoperates on the default port 5090). See “Configure the PhoneSecurity Profile for Encrypted Calls” in this guide for more details.”

October 9, 2019

Deployment Guide for Calling in Webex Teams (Unified CM)xi


Changes MadeDate

• Added the following features to the feature table in Calling inWebex Teams (Unified CM) Overview, on page 1:

• Suppress call notifications when presenting or when DND isenabled.

• Support for tel, sip and clicktocall protocols.

• Support for Click to Call from Outlook.

• Support for Cisco 500 series headsets

• Added new section Headset Requirements for Calling in WebexTeams (Unified CM), on page 28

• Removed this incorrect known issue: “Webex Teams does notregister to Unified CM in secure softphone mode. You must usenon-secure mode as a workaround.” Removed other incorrectinformation that stated secure mode wasn't supported.

• Fixed steps for SIP Oath configuration in Configure the PhoneSecurity Profile for Encrypted Calls, on page 48. Called out thatUnified CM 12.5(1) or later is required for encrypted calls.

• Added note to Authenticate with Phone Services in Webex Teams,on page 59: “If both Server address and UC domain are configured,Server Address is used to connect to Unified CMwhile on-premisesonly. Autodiscovery through DNS SRV is ignored. For MRA,Server Address is ignored.”

September 26, 2019

• Added new section Configure the Phone Security Profile forEncrypted Calls, on page 48.

• For both softphone and desk phone control modes, added newmidcall features to feature table in Calling inWebex Teams (UnifiedCM) Overview, on page 1:

• Conference

• Merge

• Transefer

August 29, 2019

• Rewrote the “Authenticate with Webex Teams” content to showthe user configuration path to take if you have autodiscovery or ifyou don't.

July 25, 2019

• Removed the limited availability disclaimer forMerge and Transferfeatures for Webex Teams in softphone mode. (These features arenow Generally Available.)

July 9, 2019

Deployment Guide for Calling in Webex Teams (Unified CM)xii


Changes MadeDate

• Removed the Preview Release Disclaimer. (Calling in WebexTeams (Unified CM) is officially Generally Available.)

• Added Merge and Transfer as limited availability features forWebex Teams in softphone mode.

• Added new section Allow Untrusted Certificates on Unified CM,on page 72 to the Appendix.

• Added the following information to the certificate requirementsand known issues: “Certificates issued with a deprecated signaturealgorithm (such as SHA-1) do not work; you must use a supportedsecure signature algorithm such as SHA-256 or later, as documentedin the Certificates chapter in the Administration Guide for CiscoUnified Communications Manager.”

June 27, 2019

• In Calling Experience with Calling inWebex Teams (Unified CM)for Users, on page 12, added the following information under the"User Experience Changes for Hybrid Call Service Users" section:

“If the Webex device is configured in Control Hub as a Place thatis enabled for Hybrid Call Service, the user can dial from WebexTeams and the call then starts on the Webex device using thatdevice's directory number as the caller ID on the receiving end.”

• In Certificate Requirements for Calling in Webex Teams (UnifiedCM), on page 25, added MRA certificate requirements andrestructured as 3 subsections: Unified CMCertificates (NoMRA),Unified CM Certificates (MRA), and Expressway Certificates(MRA).

• In Set DSCP Values on the Network, on page 71, corrected QoSport range information. Previously, it read "16384 to 24574" foraudio streams and "24575 to 32766" for video streams; now, itreads "16384 to 24575" and "24576 to 32676", respectively.

June 14, 2019

• Restructured the Requirements section—Each Calling in WebexTeams (Unified CM) requirement now has its own subsection tomake it easier to find.

• Added new section (Configure Unified CM End Users for Callingin Webex Teams (Unified CM), on page 44) to the Deploy chapter.

April 24, 2019

Deployment Guide for Calling in Webex Teams (Unified CM)xiii


Changes MadeDate

• Added Meeting Join in Desk Phone Control Mode, on page 17 tothe Call Flows.

• In Requirements for Calling in Webex Teams (Unified CM), onpage 21, added the following points:

• In Cisco Unified CM Administration > System > Server,the Unified CM server names must be defined as FQDN.

• We do not support the deployment model of MRA withoutSSO and Unified CM with SSO.

• At this time, we support internal only automatic discovery.Service discovery enables clients to automatically detect andlocate services on your enterprise network. Clients querydomain name servers to retrieve service (SRV) records thatprovide the location of servers.

• If you're using Server Information for configuration and notSRV records, your users' Webex Teams email addresses mustmatch their Unified CM email addresses—at a minimum, theuser ID portion before the domain must match.

• Added Retain Configuration for Hybrid Call Service for WebexDevices, on page 32 to the Prepare Your Environment chapter.

April 10, 2019

• Initial version of the document.March 28, 2019

Deployment Guide for Calling in Webex Teams (Unified CM)xiv


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Deployment Guide for Calling in Webex Teams (Unified CM)xvi

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C H A P T E R 1Overview of Calling in Webex Teams (UnifiedCM)

• Calling in Webex Teams (Unified CM) Overview, on page 1• Calling Features for Calling in Webex Teams (Unified CM), on page 1• Calling Experience with Calling in Webex Teams (Unified CM) for Users, on page 12• Call Flows for Calling in Webex Teams (Unified CM), on page 14• Protocol Handlers for Calling, on page 17

Calling in Webex Teams (Unified CM) OverviewThe Calling in Webex Teams (Unified CM) solution lets you register Webex Teams directly to your CiscoUnified Communications Manager call control environment (on-premises enterprise, Business Edition6000/7000, or as delivered through an HCS partner solution).

In softphone mode, Webex Teams registers as a SIP device with the product type "Cisco Unified ClientServices Framework" or CSF for desktop, TCT or BOT for mobile, and TAB for tablets. Alternatively, WebexTeams can connect to Unified CM using CTI to control the user's endpoints.

This solution enhances the calling experience for end users, allowing them to directly make calls in WebexTeams through your Unified CM environment, use midcall features, and control their Unified CM registereddesk phone from Webex Teams.

When dialing from Cisco Webex Teams, users can use the same dial strings or prefixes as they do on theirdesk phones; CiscoWebex Teams functions like any other desk phone registered to your Unified CM. UnifiedCM calls that are established in Webex Teams use the configuration that's in place for your Unified CMdeployment (such as location, bandwidth settings, point to point media, and so on).

Calling Features for Calling in Webex Teams (Unified CM)This integration provides the following feature set in Webex Teams for desktop (Windows and Mac) and formobile (Android, iPad, and iPhone). Wherever possible, the feature listings in this table include a link to a

Deployment Guide for Calling in Webex Teams (Unified CM)1

relevant help article for end users. See Audio and Video Calls for more general information on making a call.See Supported Calling Options for a feature comparison table for end users.

Table 1: Calling Features for Calling in Webex Teams (Unified CM)

MobileDesktop (Softphone)Category

• Answer call

• Answer call without sharing video.See Turn Off Your Video for allIncoming Calls.


• End call

• Make call

• Mute/Unmute

• On a Call presence—In WebexTeams, users in the same organizationcan see this presence indicator during

an active call.

• Call forwarding—If users need to takeyour work calls from another number,they can set up call forwarding rightfrom Webex Teams. They just enterthe call forwarding number, and theircalls all ring at that number. SeeForward Phone Calls.

• Single Number Reach—Users canaccess the Self Care Portal fromWebex Teams and add more numbersfor devices they want to ringsimultaneously with their enterprisedirectory number. See GetWork Callsat Any Number.

• Answer call

• Answer call without sharing video.See Turn Off Your Video for allIncoming Calls.

• Desk Phone Control (includingmeetings and Webex Teamscalls)—See Make Calls With YourDesk Phone.


• End call

• Make call

• Mute

• On a Call presence—In WebexTeams, users in the same organizationcan see this presence indicator during

an active call.

• Call forwarding—If users need to takeyour work calls from another number,they can set up call forwarding rightfrom Webex Teams. They just enterthe call forwarding number, and theircalls all ring at that number. SeeForward Phone Calls.

• Single Number Reach—Users canaccess the Self Care Portal fromWebex Teams and addmore numbersfor devices they want to ringsimultaneously with their enterprisedirectory number. See GetWork Callsat Any Number.

Basic Features


Overview of Calling in Webex Teams (Unified CM)Calling Features for Calling in Webex Teams (Unified CM)

https://help.webex.com/4eliocb/

https://help.webex.com/xga73p/

https://help.webex.com/6ewaiv/


https://help.webex.com/n6ycytf/

https://help.webex.com/v28hmc/




https://help.webex.com/5mgmmb/

https://help.webex.com/5mgmmb/

https://help.webex.com/n6ycytf/




Midcall Features




• Call Pickup—If a user is in acustomer support role and their

• Call Pickup—If a user is in acustomer support role and theircoworker isn't able to answer ancoworker isn't able to answer anincoming call to their phone, theincoming call to their phone, thesupport user gets a notification insupport user gets a notification inWebex Teams if both are in the sameWebex Teams if both are in the samepickup group. That user can answerpickup group. That user can answertheir call from the notification in thetheir call from the notification in theapp. The user can also pick up thecalls in other pickup groups.

app. The user can also pick up thecalls in other pickup groups.

• CallWaiting—When a user is alreadyin call and someone else calls, the

• CallWaiting—When a user is alreadyin call and someone else calls, thecalled user can choose how they want called user can choose how they wantto handle the incoming call. For to handle the incoming call. Forexample, the user can put the active example, the user can put the activecall on hold and answer the second call on hold and answer the secondcall. See Answer Call Waiting formore information.

call. See Answer Call Waiting formore information.

• Conference calls—When users are ona call with someone else, they might

• Conference calls—When a user is ona call with someone else, they mightwant to add other people into the callwant to add other people into the callto start a conference call right away.to start a conference call right away.Users can add up to 8 other peopleThey can add up to 8 other peopleinto conference calls started in thisway. See Start a Conference Call.

into conference calls started in thisway. See Start a Conference Call.

• Hold/Resume—A user can place acall on hold and resume in Webex

• Hold/Resume—Users place a call onhold and resume in Webex Teams.See Put a Phone Call On Hold. Teams with desk phone selected. See

Put a Phone Call On Hold.• Hunt Groups—Users can sign in orout of a Hunt Group from Call • Hunt Groups—Users can sign in or

out of a Hunt Group from CallSettings. When they're signed in andSettings. When they're signed in anda call comes into a group that theya call comes into a group that theybelong to, they'll see the Hunt Groupbelong to, they'll see the Hunt Groupnumber on the incoming call

notification. number on the incoming callnotification.

• Merge—Users take 2 active calls andmerge them into a single conference • Merge—Users take 2 active calls and

merge them into a single conferencecall inWebex Teams. SeeMerge TwoPhone Calls. call inWebex Teams. SeeMerge Two

Phone Calls.• Resume from different devices—Auser can put a call on hold from the • Resume from different devices—A

user can put a call on hold from thedesktop app and resume it on mobile.desktop app and resume it on mobile.Or, put your mobile call on hold andOr, put your mobile call on hold andresume it on a desk phone. Go anyresume it on a desk phone. Go anydirection between desk phone,direction between desk phone,mobile,mobile, and desktop; just put the call



https://help.webex.com/va4ppp

https://help.webex.com/va4ppp

https://help.webex.com/nx5rj7s/


https://help.webex.com/npvltok/

https://help.webex.com/npvltok/






on hold and resume wherever it'sconvenient.

and desktop; just put the call on holdand resume wherever it's convenient.

• Screen sharing—Share content froma computer screen during a call inWebex Teams. Users can choose aspecific application to share, ratherthan having to share their wholescreen. See Share Your Screen in aPhone Call.

Users can share yourscreen regardless ofwhether the person theycalled is using acloud-registered device oran on-premises device.The screen share is stillsent with a high frame rate(30 FPS), high resolution(1080p), and includesaudio.

Note

• Transfer—Redirects a connected callwithin Webex Teams. The target isthe user to which another user wantsto transfer the call. See Transfer aPhone Call.

• Transfer—Redirects a connected callwithin Webex Teams. The target isthe user to which another user wantsto transfer the call. See Transfer aPhone Call.



https://help.webex.com/article/xtc8md/

https://help.webex.com/article/xtc8md/

https://help.webex.com/5er4f3/





Additional Features




• Add a Pause to Dial String —Userscan add a pause to an entered phone

• Add Contacts, Search Your Contacts,and Make a Call—Users can addcoworkers into a Contacts list andnumber, which they might need ifgroup them however they like,joining a conference call and need tomaking people easier to find whenenter numbers in response to theusers need to chat or call. And on theautomated system. They can add amobile app, users can call someonecomma (,) to the number, which givesfrom your Contact list and the callsa 1-second delay in the dialing. Theyremains inWebex Teams (the device'scalling app isn't used).

can add several commas in a row toextend the delay. For example:95556543123,,,,56789. Users can even look up your Outlook

contacts (Windows), local address• Add Contacts, Search Your Contacts,and Make a Call—Users can add book (Mac), and local phone contacts

(iPhone, iPad, and Android) fromcoworkers into a Contacts list andWebex Teams, so they can easily findcontacts and make a call.

group them however they like,making people easier to find whenusers need to chat or call. And on the • Automatic Gain Control

(AGC)—AGC is a unique circuit thatmobile app, users can call someonefrom your Contact list and the calls listens to the incoming audio levelremains in Webex Teams (thedevice's calling app isn't used). and adjusts the recording level when

sounds are too loud or too soft. Whenthe audio volume is too loud, itUsers can even look up your Outlook

contacts (Windows), local address automatically reduces the sound.book (Mac), and local phone contacts When the audio is too soft, it(iPhone, iPad, and Android) from automatically amplifies the sound.Webex Teams, so they can easily findcontacts and make a call.

This doesn't adjust the audio volumeat the OS level.

• Automatic Gain Control(AGC)—AGC is a unique circuit that

• Call history—When a user calls otherpeople in the organization, they seemore details about phone numbers inlistens to the incoming audio levelthe call history. So, to call someoneand adjusts the recording level whenback, that user can see if they'recalling a work or mobile number.

sounds are too loud or too soft. Whenthe audio volume is too loud, itautomatically reduces the sound. Users can tap the Call icon beside

someone’s name or number in theirWhen the audio is too soft, itautomatically amplifies the sound. Call History and automatically callThis doesn't adjust the audio volumeat the OS level. the person back at the number in the

history. Users no longer need tochoose what number to reach others• Call control for Webex Teams

calls—If using a Cisco 730 headset, at. See View Call and MeetingHistory.users can use its USB adapter or

Bluetooth to answer and end calls, put • Call Statistics—When users are in acall, they can check call statistics,calls on hold and resume them, as

well as mute and unmute calls. See such as packet loss, latency, andMake and Answer Calls on the CiscoHeadset 730. resolution rate. See Access Call

Statistics.



https://help.webex.com/article/592c0cb


https://help.webex.com/n5qci8r/

https://help.webex.com/n5qci8r/

https://help.webex.com/netybjj/



• •Call history—When a user calls otherpeople in the organization, they see

Emergency calls—If users make anemergency call in Webex Teams, thecall is made using the device’s Phonemore details about phone numbers inapp, making it easier for Emergencythe call history. So, to call someoneServices to pinpoint a locationthrough their network carrier.

back, that user can see if they'recalling a work or mobile number.

Users can click the Call icon besidesomeone’s name or number in theirCall History and automatically callthe person back at the number in thehistory. Users no longer need tochoose what number to reach othersat. See View Call and MeetingHistory for more information.

• Phone numbers under the Video callicon—Work numbers and mobilenumbers are synchronized fromActive Directory and appear inWebex Teams. (Requires CiscoDirectory Connector.)

• Support for tel, sip and clicktocallprotocols.

• Call Statistics—When users are in acall, they can check call statistics,such as packet loss, latency, andresolution rate. See Access CallStatistics.

• Voicemail—No more missing callsin Webex Teams. Users can managetheir voicemail in the Calls tab.There's a red badge counter that letsthem know howmany voicemessagesthey have. They can check out thedetails of a message, play it, mark itas read, delete it or call back thesender. After they listened to yourmessages, either with Webex Teamsor your desk phone, the red badgecounter disappears. See Voicemail.

• High Definition (HD) Video—Userscan enable or disable HD video byclicking their profile picture, going toSettings (Windows) or Preferences(Mac), selecting Video, and thenenabling or disabling the setting. Theymaywant to disable HD video if theircomputer CPU is running high or theywant to save network bandwidthduring a call or meeting.

• Webex Teams call —Users canchoose whether to call people usingtheir phone number or using aWebexTeams call. A Webex Teams call is aquick way to call someone else who'susing Webex Teams. Users can sharetheir screen and whiteboard while inthe call, but they can't put the call onhold, transfer the call, or use otherfeatures only available in phone calls.See Call Anyone with a WebexTeams Account.

• Health Checker for Phone ServicesStatus—If unsure whether PhoneService is working properly, users cancheck out the status of the phoneconnection from the app. OnWindows, they click their profilepicture and then go toHelp >HealthChecker. On Mac, they go to Help> Health Checker. Health Checkertests the connection and lets usersknow if there's a problem.







https://help.webex.com/nptrwuw/

https://help.webex.com/n84b09o/



• Missed calls—See how many callsyou’ve missed with a red badge

counter in the Calls tab. The Callstab shows a list of incoming andoutgoing calls and you can callsomeone back from your Call History.Your scheduled meetings are listedin the Meetings tab, making it easierfor you to distinguish between the twotypes of communication.

• Popout Call Window—When a usercalls someone else, the call windowpops out, and both users can accesscalling features. While in the call,users can still respond to criticalmessages.

• Phone numbers in contactcards—Work numbers and mobilenumbers are synchronized fromActive Directory and appear asclickable items in Webex Teams.(Requires Cisco Directory Connectorto synchronize user phone numberattributes to the Webex cloud.)

• Support for tel, sip and clicktocallprotocols. (See later in the overviewchapter.)

• Support for Click to Call fromOutlook. See Click to Call FromAnother App.



https://help.webex.com/n87vxwfb/

https://help.webex.com/n87vxwfb/


• Support for Cisco 500 series and 700series (bluetooth) headsets—If usershave Cisco 700 series headset, theycan use its USB adapter to answer andend calls, put calls on hold andresume them, as well as mute andunmute calls.

When users use a Cisco headset withWebex Teams, you can now keeptrack of it in Webex Control Hub.This lets you track inventory andtroubleshoot issues for your users.(See the deployment chapter.)

• Suppress call notifications whenpresenting or when DND is enabled.

• Visual voicemail—No more missingcalls in Webex Teams. Users get a

dedicated Voicemail tab tomanage all their voicemails. There'sa red badge counter that lets themknow howmany voice messages theyhave. They can check out the detailsof a message, play it, mark it as read,delete it or call back the sender. Afterthey listened to your messages, eitherwith Webex Teams or your deskphone, the red badge counterdisappears. See Voicemail.

• Webex Teams call —Users canchoose whether to call people usingtheir phone number or using aWebexTeams call. A Webex Teams call is aquick way to call someone else who'susing Webex Teams. Users can sharetheir screen and whiteboard while inthe call, but they can't put the call onhold, transfer the call, or use otherfeatures only available in phone calls.See Call Anyone with a WebexTeams Account.







• Auto-Discovery of ServiceDomain—You can use Control Hubto configure a UC manager profile toadd a service domain automaticallyto users' Phone Services settings inWebex Teams. That way, they don'tneed to manually enter a domain andcan sign in right away. (See thedeployment chapter.)

• Expressway Mobile Remote Access(MRA) for Webex Teams

• Service Discovery

• Single Sign-On (SSO)

• Apple Push Notifications (APNS) foriPhone and iPad

• Secure and encrypted calls(configurable from Unified CM),

indicated by a lock icon inWebexTeams. (See the deployment chapter.)

• Auto-Discovery of ServiceDomain—You can use Control Hubto configure a UC manager profile toadd a service domain automaticallyto users' Phone Services settings inWebex Teams. That way, they don'tneed to manually enter a domain andcan sign in right away. (See thedeployment chapter.)

• Expressway Mobile Remote Access(MRA) for Webex Teams

• Secure and encrypted calls(configurable from Unified CM),

indicated by a lock icon inWebexTeams. (See the deployment chapter.)

• SIP (URI) addressrouting—Configurable in ControlHub, this setting allows you to decidewhich SIP addresses are routedthrough theWebex cloud. The defaultis for all SIP URIs to be routedthrough Unified CM except forWebex services. (See the deploymentchapter.)

• Service Discovery

• Single Sign-On (SSO)

DeploymentFeatures

Desk Phone Control for Webex Teams for Windows and Mac

Any desk phones or Extension Mobility profiles that are associated with the user's Unified CM account arelisted as an available device to connect to in Webex Teams for Windows or Mac. If the device is selected,Unified CM calls that are dialed from or answered in Webex Teams use that desk phone. Users can start orstop the call, enter DTMF input (which the phone acknowledges), and use the midcall features that aredocumented in the preceding feature table. Users can also join meetings from Webex Teams in desk phonecontrol mode.



Calling Experience with Calling in Webex Teams (Unified CM)for Users

Call ComparisonThis table lists what types of Webex Teams calls go through Unified CM and types of Webex Teams calls ormeetings that do not go through Unified CM (and instead go "over the top" as calls to cloud microservices).

Table 2: Comparison of Calls Through Unified CM and Calls/Meetings Through the Cloud

Webex Teams Calls and Meetings Not Done onUnified CM (Cloud)

Webex Teams Calls Done on Unified CM(On-Premises)

Ad hocmeetings from a group space inWebex TeamsCalls initiated directly from a 1:1 space or from acontact card in Webex Teams

Using the Join button in Webex Teams to join an adhoc or scheduled meeting

Search and then call a user in Webex Teams

Dialing premises Directory URIs from Call inWebex Teams (Depends on Unified CM SIP AddressRouting enabled in Control Hub)

Dialing directory numbers or PSTN numbers from

Call in Webex Teams


Overview of Calling in Webex Teams (Unified CM)Calling Experience with Calling in Webex Teams (Unified CM) for Users

Webex Teams Calls and Meetings Not Done onUnified CM (Cloud)

Webex Teams Calls Done on Unified CM(On-Premises)

Joining a meeting while paired through Room, Desk,or Board devices

Desk phone control calls (outgoing: dial a directoryor PSTN number in Webex Teams, take the call onthe Unified CM device; incoming: answer the call inWebex Teams, take the call on the device).

1:1 calls that are placed directly in Webex Teams toa free user in the consumer organization, to a user inanother organization, or to a user in the sameorganization who doesn't have a directory number.(Numbers are not shared across organizations, so don'tappear in contact cards.).

User Experience Changes for Hybrid Call Service UsersFor users who are paired to a cloud-registered Room, Desk, or Board device:

• Unified CM registration in the Webex Teams app stays active.

• Incoming calls to a user's directory number are presented in Webex Teams and, when accepted,calls are answered on the desktop app and do not use the paired Room, Desk, or Board device.

• If the Webex device is configured in Control Hub as a Place that is enabled for Hybrid Call Service,the user can dial fromWebex Teams and the call then starts on the Webex device using that device'sdirectory number as the caller ID on the receiving end.

• If the Webex device is not in a Place that's enabled for Hybrid Call Service, the directory numberor PSTN dialing fails and an error message is presented in the user's Webex Teams app.

For users who are in desk phone control mode in Webex Teams:

• Media (audio and video) for 1:1 calls to users with contact cards and calls that are started from thesearch or dial view go through the on-premises desk phone.

• Media (audio and video) for group space meetings, Webex meetings (scheduled or ad-hoc), andcalls to users without contact cards go through the Webex Teams desktop app.

For scenarios involving a call going to voicemail:

• Incoming calls that don't go through Unified CM do not roll over to voicemail and continue to ringuntil the user answers or declines.

• Incoming calls that go through Unified CM (for example, to a user's corporate directory numberroll over to voicemail.


Overview of Calling in Webex Teams (Unified CM)User Experience Changes for Hybrid Call Service Users

Call Flows for Calling in Webex Teams (Unified CM)

Calling in Webex Teams (Unified CM) Call Answered on Webex TeamsFigure 1: Call between Two Users on Calling in Webex Teams (Unified CM), Call Answered on Webex Teams

1. Using Webex Teams, Alice calls Bob's directory number from the contact card in their 1:1 space.

2. The call rings on Bob's Webex Teams app.

3. Bob answers the call in the Webex Teams app. Call signaling is established through Unified CM.

4. Both parties can turn on video and share content. (Video is on by default if a camera is present.)

Calling in Webex Teams (Unified CM) Incoming Call Answered on Desk PhoneFigure 2: Call Between Two Users on Calling in Webex Teams (Unified CM), Call Answered on Desk Phone

1. From her Webex Teams app, Alice calls Bob's directory number from their Webex Teams 1:1 space.(Bob's directory number is available on his contact card in the app.)


Overview of Calling in Webex Teams (Unified CM)Call Flows for Calling in Webex Teams (Unified CM)

2. Call signaling is established through Unified CM. The call rings on both Bob’s desk phone and his WebexTeams app.

3. Bob answers on his desk phone. Media flows directly between Alice's Webex Teams app and Bob’s deskphone.

4. Both parties can turn on video and share content. (Video is on by default if a camera is present on theWebex Teams desktop device.)

Webex Teams Call to a User with no Directory NumberFigure 3: Call Between User on Calling in Webex Teams (Unified CM) and a User with no Directory Number, Call Answered on WebexTeams

1. Using Webex Teams, Alice calls Bob's Webex Teams app from their 1:1 space. (Bob's directory numberis not available on his contact card in the app.)

2. Bob answers the call on Webex Teams.

3. The call is established between the two Webex Teams apps as a cloud call. Media flows between the twoWebex Teams apps over the cloud or through a Video Mesh Node if deployed.


Overview of Calling in Webex Teams (Unified CM)Webex Teams Call to a User with no Directory Number

Unified CM Call in Webex Teams to PSTN NumberFigure 4: Call From User on Calling in Webex Teams (Unified CM) To PSTN Number

1. Alice calls a PSTN number from Webex Teams using the Call tab.

2. Call signaling is established through the Unified CM to PSTN gateway.

3. Media flows directly between Webex Teams and the PSTN gateway.

Unified CM Call in Desk Phone Control ModeFigure 5: Call between two Users with Calling in Webex Teams (Unified CM). Call is Answered on Webex Teams app in DeskphoneControl Mode

1. Using Webex Teams, Alice (in desk phone control mode) calls Bob's directory number from their WebexTeams 1:1 space. (Bob's directory number is available on his contact card in the app.)

2. The call goes through her desk phone. Call signaling is established through Unified CM.

3. Bob’s desk phone rings and he gets a notification on Webex Teams.


Overview of Calling in Webex Teams (Unified CM)Unified CM Call in Webex Teams to PSTN Number

4. Bob answers the call in Webex Teams in desk phone control mode. Media flows directly between the twodesk phones.

Meeting Join in Desk Phone Control Mode

1. Using the Webex Teams app, Alice (while in desk phone control mode) joins a meeting (Webex Teamsbacked or traditional Webex).

2. In desk phone control mode, the media is established between the Unified CM phone and the meetingover the cloud. Media flows between the two over the cloud or through a Video Mesh Node if deployed.

Protocol Handlers for CallingCalling in Webex Teams (Unified CM) registers the following protocol handlers with the operating systemto enable click-to-call functionality from web browsers or other applications. The following protocols startan audio or video call in Webex Teams when it's the default calling application on Mac or Windows:

• CLICKTOCALL: or CLICKTOCALL://

• SIP: or SIP://

• TEL: or TEL://

• WEBEXTEL: or WEBEXTEL://


Overview of Calling in Webex Teams (Unified CM)Meeting Join in Desk Phone Control Mode

If Unified CM is not connected when the app is launched for these protocols, Webex Teams waits threeminutes for Unified CM to connect. If three minutes passes with no connection, the call request stops. If usingSIP address to start a call (for example, sip:[email protected]), the call may go through the cloud orUnified CM, depending on your organization's SIP address routing configuration in Control Hub.

Note

Protocol Handlers for WindowsOther apps can register for the protocol handlers before the Webex Teams app. In Windows 10, the systemwindow to ask users to select which app to use to launch the call. The user preference can be remembered ifthe user checks Always use this app.

If users need to reset the default calling app settings so that they can pick Webex Teams, you can instructthem to change the protocol associations for Webex Teams in Windows 10:

1. Open theDefault app settings system settings, click Set defaults by app,and then chooseWebex Teams.


Overview of Calling in Webex Teams (Unified CM)Protocol Handlers for Windows

2. For each protocol, chooseWebex Teams.

Protocol Handlers for MacOn Mac OS, if other apps registered to the calling protocols before Webex Teams, users must configure theirWebex Teams apps to be the default calling option.

In Webex Teams for Mac, users can confirm thatWebex Teams is selected for the Start calls with settingunder general preferences. They can also check Always connect to Microsoft Outlook if they want to makecalls in Webex Teams when they click an Outlook contact's number.


Overview of Calling in Webex Teams (Unified CM)Protocol Handlers for Mac


Overview of Calling in Webex Teams (Unified CM)Protocol Handlers for Mac

C H A P T E R 2Prepare Your Environment for Calling in WebexTeams (Unified CM)

• Requirements for Calling in Webex Teams (Unified CM), on page 21• Considerations for Migrating from Hybrid Calling to Calling in Webex Teams (Unified CM), on page31

Requirements for Calling in Webex Teams (Unified CM)

Call Control Environment Requirements for Calling in Webex Teams (UnifiedCM)

To enable Calling in Webex Teams (Unified CM), you must use one of the supported Unified CM-basedCisco call control solutions, and ensure that you're on the minimum supported version or later.

VersionCall Solution

Unified CM Release 11.5(1) SU3 and later; we recommend the latestSU release.

Unified CM Release 12.5(1) and later for SIP Oath encrypted callssupport. (CAPF is not supported.)

Cisco Unified CommunicationsManager 1

Check the software load summary documentation for BE6K and BE7Kto ensure the solution is running a supported version of Unified CM.

Cisco Business Edition

11.5 and later at a minimum.

12.5 and later for for SIP Oath encrypted calls support. (CAPF is notsupported.)

Cisco Hosted CollaborationSolution

1 For voicemail integration inWebex Teams, the Cisco Unity Connection version must match the UnifiedCM version.

While not required, if you want Mobile and Remote Access (MRA) support (so Webex Teams can be usedin softphonemode outside the corporate network), youmust use a Cisco Expressway traversal pair, and ensurethat you're on the minimum supported version or later.


https://www.cisco.com/c/en/us/support/unified-communications/business-edition-6000/products-release-notes-list.html

https://www.cisco.com/c/en/us/support/unified-communications/business-edition-7000/products-release-notes-list.html

Table 3:

VersionCall Solution

X8.11.4 or later is required for Calling in Webex Teams (Unified CM).See the "Important Information" section in the Expressway ReleaseNotes for more information. This release and later provide addedsecurity.

See the Mobile and Remote Access via Expressway Deployment Guidefor more information.

Cisco Expressway E and Ctraversal pair for Mobile andRemote Access (MRA)

Network Requirements for Calling in Webex Teams (Unified CM)When using Calling in Webex Teams (Unified CM) over your corporate Wi-Fi network, we recommend thatyou do the following:

• Design your Wi-Fi network to eliminate gaps in coverage as much as possible, including in areas suchas elevators, stairways, and outside corridors.

• Ensure that all access points assign the same IP address to the mobile device. Calls are dropped if the IPaddress changes during the call.

• Ensure that all access points have the same service set identifier (SSID). Hand-off may be much slowerif the SSIDs do not match.

• Ensure that all access points broadcast their SSID. If the access points do not broadcast their SSID, themobile device may prompt the user to join another Wi-Fi network, which interrupts the call.

• Ensure that the Enterprise firewall is configured to allow the passage of Session Traversal Utilities forNAT (STUN) packets.

Conduct a thorough site survey to minimize network problems that could affect voice quality. We recommendthat you do the following:

• Verify nonoverlapping channel configurations, access point coverage, and required data and traffic rates.

• Eliminate rogue access points.

• Identify and mitigate the impact of potential interference sources.

For more information, see the following documentation:

• The “VoWLAN Design Recommendations” section in the Enterprise Mobility Design Guide.

• The Cisco Unified Wireless IP Phone 7925G Deployment Guide.

• The Capacity Coverage & Deployment Considerations for IEEE 802.11g white paper.

• The Solutions Reference Network Design (SRND) for your Cisco Unified Communications Managerrelease.

IPv6 RequirementsCalling in Webex Teams (Unified CM) is fully IPv6 ready. It works in pure IPv6 and hybrid networks withthe limitations listed in this section. Cisco Collaboration solutions do not currently fully support IPv6. For


Prepare Your Environment for Calling in Webex Teams (Unified CM)Network Requirements for Calling in Webex Teams (Unified CM)

https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/expressway/release_note/Cisco-Expressway-Release-Note-X8-11-4.pdf

https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/expressway/release_note/Cisco-Expressway-Release-Note-X8-11-4.pdf

https://www.cisco.com/c/en/us/support/unified-communications/expressway-series/products-installation-and-configuration-guides-list.html

example, Cisco Expressway for Mobile and Remote Access (MRA) has limitations in pure IPv6 networksthat require NAT64/DNS64 to be deployed in mobile carrier networks. Cisco Unified CommunicationsManager doesn't support HTTPS in pure IPv6 networks.

The network IP protocol used by Calling in Webex Teams (Unified CM) when connecting to services isdetermined by the following factors:

• The client operating system IP capabilities.

• The server operating system IP capabilities.

• The availability of a DNS record for IPv4 and IPv6.

• Cisco Unified Communications Manager SIP setting for softphone devices configuration for IPv4, IPv6,or both.

• Underlying network IP capabilities.

On Cisco Unified Communications Manager, the IP capability is determined by generic server settings anddevice-specific settings.

When the Client OS and Server OS are set to Two Stacks, Calling in Webex Teams (Unified CM) uses eitherIPv4 or IPv6 address for connections with the server in accordance with RFC6555.

When you use Calling in Webex Teams (Unified CM) in IPv6-Only mode, NAT64/DNS64 is required toconnect to an IPv4 infrastructure, such as Cisco Expressway for Mobile and Remote Access.

For more details about IPv6 deployment, see the IPv6 Deployment Guide for Cisco Collaboration SystemsRelease 12.0.

Ports and ProtocolsCalling in Webex Teams (Unified CM) uses the ports and protocols listed in the following table. If you planto deploy a firewall between the client and a server, configure the firewall to allow these ports and protocols.

DescriptionTransport LayerProtocol

ApplicationLayer Protocol

Port

Configuration

Connect to the TFTP server to download clientconfiguration files.

TCPHTTP6970

Connects to the TFTP server to download clientconfiguration files securely for Cisco UnifiedCommunications Manager.

TCPHTTPS6972

Traffic to Cisco Unified Communications Manager.TCPHTTPS8443

Communication Manager Signaling

Computer Telephony Interface (CTI) used for deskphone control.

TCPCTI2748

Provides Session Initiation Protocol (SIP) callsignaling.

TCPSIP5060


Prepare Your Environment for Calling in Webex Teams (Unified CM)Ports and Protocols

http://www.cisco.com/c/en/us/support/unified-communications/unified-communications-system/products-implementation-design-guides-list.html

http://www.cisco.com/c/en/us/support/unified-communications/unified-communications-system/products-implementation-design-guides-list.html

DescriptionTransport LayerProtocol

ApplicationLayer Protocol

Port

SIP over TLS provides secure SIP call signaling.(Used if Secure SIP is enabled for device.)

TCPSIP over TLS5061

Binary Floor Control Protocol (BFCP) for videoscreen sharing capabilities.

UDPBFCP5070 to 6070

Voice or Video Media Exchange

Cisco Unified Communications Manager media portrange used for audio, video, and BFCP video desktopshare.

UDPRTP/SRTP16384 to 32766

Cisco Webex Hybrid Services media port range usedfor audio and video.

UDPRTP/SRTP33434 to 33598

Allows users to receive video transmitted to their deskphone devices on their computers through the client.

TCPRTP/SRTP8000

Supported Codecs

WebexTeams forWindows

WebexTeams forMac

WebexTeams foriPhone andiPad

WebexTeams forAndroid

Codec TypeCodecType

YesYesYesA-lawG.711Audio

YesYesYesµ-law/Mu-law

YesYesYesG.722

YesYesYes24 kb/s and 32kb/s

G.722.1

NoNoNoG.729

YesYesYesG.729a

YesYesYesOpus

YesYesYesBaseline profileH.264/AVCVideo

YesYesNoHigh profile

Voicemail Requirements for Calling in Webex Teams (Unified CM)You must integrate a version of Cisco Unity Connection that matches with your Unified CM environment.When integrated with Unified CM, Cisco Unity Connection (the voicemail and messaging system) providesvoice-messaging features for users that you configure manually, through AXL services, or through LDAP


Prepare Your Environment for Calling in Webex Teams (Unified CM)Supported Codecs

integration. After receiving voice messages in their mailboxes, users receive message-waiting lights on theirphones and integrated applications—in this case, Webex Teams.

Users get a visual voicemail inbox in Webex Teams. They can play messages, delete messages, mark as read,and respond with an audio or video call:

Users can also click Call Voicemail , which accesses the voicemail system with an internal or externalcall. Users can then retrieve, listen to, reply to, forward, and delete their messages. For more informationabout this feature, see Webex Teams | Voicemail.

Voicemail always uses Unified CM end user credentials. These credentials and the voicemail credentials onUnity Connectionmust be consistent—either set up both with single sign-on (SSO) or with non-SSO credentials,so that the sign in experience is the same. See Recommended SSO Configuration for Calling in Webex Teams(Unified CM), on page 29 for more information.

Note

For information about setting up Cisco Unity Connection and integrated it with your Unified CM environment,see the following documentation:

• Cisco Unified Communications Manager SIP Integration Guide for Cisco Unity Connection for yourrelease at https://www.cisco.com/c/en/us/support/unified-communications/unity-connection/products-installation-and-configuration-guides-list.html

• “Managing the Phone System Integrations in Cisco Unity Connection” in the System AdministrationGuide for Cisco Unity Connection for your release at https://www.cisco.com/c/en/us/support/unified-communications/unity-connection/products-maintenance-guides-list.html.

Certificate Requirements for Calling in Webex Teams (Unified CM)

Unified CM Certificates (No MRA)To establish a secure connection with Unified CM, Webex Teams validates the certificate that is presentedby the server during the connection process. Unlike Jabber, Webex Teams does not prompt users with theoption to accept an untrusted certificate.

Unified CM must be configured with certificates that Webex Teams can validate, preferably a CA root thatsigned the tomcat certificate (which is known to the operating system that Webex Teams is on, Windows orMacOS by default). or a self-signed trusted certificate (which must be deployed to the OS in advance by theenterprise administrator).


Prepare Your Environment for Calling in Webex Teams (Unified CM)Certificate Requirements for Calling in Webex Teams (Unified CM)


https://www.cisco.com/c/en/us/support/unified-communications/unity-connection/products-installation-and-configuration-guides-list.html

https://www.cisco.com/c/en/us/support/unified-communications/unity-connection/products-installation-and-configuration-guides-list.html

https://www.cisco.com/c/en/us/support/unified-communications/unity-connection/products-maintenance-guides-list.html

https://www.cisco.com/c/en/us/support/unified-communications/unity-connection/products-maintenance-guides-list.html

Table 4: Phone Services Error When Certificate is Untrusted (Webex Teams for Windows and Mac)

The Tomcat certificate is also used for secure SIP when Webex Teams is enabled for encrypted calls (SIPOauth operates on the default port 5090). See “Configure the Phone Security Profile for Encrypted Calls” inthis guide for more details.

Note

Certificates issued with a deprecated signature algorithm (such as SHA-1) do not work; you must use asupported secure signature algorithm such as SHA-256 or later, as documented in the Certificates chapter inthe Administration Guide for Cisco Unified Communications Manager.

The certificates that are deployed on Unified CM servers must include the fully qualified domain name (FQDN)as the server identity rather than a simple hostname or IP address (for example,cucm-server-1.example.com rather than cucm-server-1 or 203.0.113.1).

Note

In Cisco Unified CM Administration > System > Server, the Unified CM server names must be defined asFQDN.

See High Level View of Certificates and Authorities in CUCM and CUCM Certificate Management andChange Notification for information about certificate management in Unified CM.

Unified CM Certificates (With MRA)The Unified CM Tomcat certificate is significant for Mobile and Remote Access. This certificate isautomatically installed on the Cisco Unified Communications Manager. By default, it is self-signed and hasthe same common name (CN).

The Tomcat certificate is also used for secure SIP when Webex Teams is enabled for encrypted calls (SIPOuth operates on the default port 5091 for MRA). See “Configure the Phone Security Profile for EncryptedCalls” in this guide for more details.

Note

We recommend using CA-signed certificates. However, if you do use self-signed certificates, the two certificatesmust have different common names. The Expressway does not allow two self-signed certificates with thesame CN. So if the CallManager and tomcat self-signed certificates have the same CN in the Expressway'strusted CA list, the Expressway can only trust one of them. This means that either secure HTTP or secureSIP, between Expressway-C and Cisco Unified Communications Manager, will fail.


Prepare Your Environment for Calling in Webex Teams (Unified CM)Unified CM Certificates (With MRA)

https://www.cisco.com/c/en/us/support/docs/voice-unified-communications/unified-communications-manager-callmanager/115957-high-level-view-ca-00.html

https://www.cisco.com/c/en/us/support/docs/unified-communications/unified-communications-manager-callmanager/210541-CUCM-Certificate-Management-and-Change-N.html

https://www.cisco.com/c/en/us/support/docs/unified-communications/unified-communications-manager-callmanager/210541-CUCM-Certificate-Management-and-Change-N.html

Expressway Certificates (With MRA)The Expressway certificate signing request (CSR) tool prompts for and incorporates the relevant SubjectAlternative Name (SAN) entries as appropriate for the Unified Communications features that are supportedon that Expressway.

The following table shows which CSR alternative name elements apply to which Unified Communicationsfeatures.

Table 5: CSR Alternative Name Element and Mobile Remote Access

When Generating a CSR For Mobile Remote AccessAdd These Items as Subject Alternative Names

Required on Expressway-E onlyUnified CM registrations domains (despite their name,these have more in common with service discoverydomains than with Unified CM Unified CM SIPregistration domains)

Required on Expressway-C only(Clustered systems only) Expressway cluster name

You must restart the Expressway for any new uploaded server certificate to take effect.Note

Expressway-E Server Certificate Requirements

The Expressway-E server certificate needs to include the following element in its list of subject alternativenames (SAN):

• Unified CM registrations domains: all of the domains which are configured on the Expressway-C forUnified CM registrations. Required for secure communications between endpoint devices andExpressway-E.

The Unified CM registration domains used in the Expressway configuration and Expressway-E certificate,are used by Mobile and Remote Access clients to lookup the _collab-edge DNS SRV record duringservice discovery. They enableMRA registrations on Unified CM, and are primarily for service discovery.

These service discovery domains may or may not match the SIP registration domains. It depends on thedeployment, and they don't have to match. One example is a deployment that uses a .local or similarprivate domain with Unified CM on the internal network, and public domain names for the Expressway-EFQDN and service discovery. In this case, you need to include the public domain names in theExpressway-E certificate as SANs. There is no need to include the private domain names used on UnifiedCM. You only need to list the edge domain as a SAN.

Select the DNS format and manually specify the required FQDNs. Separate the FQDNs by commas ifyou need multiple domains. You may select CollabEdgeDNS format instead, which simply adds theprefix collab-edge to the domain that you enter. This format is recommended if you do not want to includeyour top level domain as a SAN (see example in following screenshot).


Prepare Your Environment for Calling in Webex Teams (Unified CM)Expressway Certificates (With MRA)

Headset Requirements for Calling in Webex Teams (Unified CM)Calling in Webex Teams (Unified CM) supports the following Cisco series headsets. Click the links for moreinformation on each model:

• 520 Series

• 530 Series

• 560 Series

• 730 Series (Bluetooth)

When using a supported headset in Webex Teams, the headset firmware can get updated automatically. Usersget a message that pops up letting them know that an update is available, and then they'll get confirmationafter it's updated.

Note

License Requirements for Calling in Webex Teams (Unified CM)You require a Cisco Webex organization (managed in Cisco Webex Control Hub) with a paid subscription.User accounts must be managed in your organization but they don't require a specific license assignment touse Calling in Webex Teams (Unified CM).

Additionally, for softphone functionality, each Webex Teams app registers to Unified CM as a softphoneclient. Like Cisco Jabber, this registration uses the Cisco Unified Client Services Framework (CSF) client fordesktop and a BOT, TCT, or TAB device for mobile, and counts as a device toward Unified CM licensing.Users with three or more apps and/or devices require CUWL perpetual licensing or for the organization to beon a Flex Calling subscription.

We recommend Flex Calling as the subscription channel for Calling in Webex Teams (Unified CM).Tip


Prepare Your Environment for Calling in Webex Teams (Unified CM)Headset Requirements for Calling in Webex Teams (Unified CM)

https://help.webex.com/article/ner8egu

https://help.webex.com/article/n19du84

https://help.webex.com/article/niast9f

https://help.webex.com/nxxey0cb/

Webex Teams App Requirements for Calling in Webex Teams (Unified CM)To ensure that Calling inWebex Teams (Unified CM) functions correctly and the latest features, functionality,and other fixes are continuously delivered, users must be on the latest release of the Webex Teams app fordesktop or mobile.

The Web app (teams.webex.com) does not allow users to call phone numbers.Note

• For installation and upgrade instructions, see Cisco Webex Teams Installation and Automatic Upgrade.

• For release information, see the Release Notes and What's New documentation.

Recommended SSO Configuration for Calling in Webex Teams (Unified CM)• For Calling in Webex Teams (Unified CM), SSO is supported with Unified CM and Expressway. Youmust either enable or disable SSO on both. For a consistent user experience with SSO, we recommendthat you extend your Identity Provider (IdP) integration to Webex Teams so that users can sign in withthe same credentials. With Single Sign-On (SSO) integration between your IdP, your premisesenvironment, and the Webex cloud, users can sign in across applications with one set of credentials.

• For premises Unified CM configuration, see the SAML SSO Deployment Guide for Cisco UnifiedCommunications Applications for your release. We recommend applying this configuration toUnified CM and any Unity Connection voicemail servers in your deployment.

• For Expressway configuration, see theMobile and RemoteAccess via Cisco ExpresswayDeploymentGuide for your release.

• For cloud (Webex Teams) configuration, see Single Sign-On Integration with Webex Control Hub

• User phone numbers can appear in contact cards in the Webex Teams app for Windows and Mac:


Prepare Your Environment for Calling in Webex Teams (Unified CM)Webex Teams App Requirements for Calling in Webex Teams (Unified CM)

https://help.webex.com/article/nw5p67g

https://help.webex.com/article/mqkve8

https://help.webex.com/article/8dmbcr

https://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-maintenance-guides-list.html

https://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-maintenance-guides-list.html



https://help.webex.com/article/lfu88u

For the numbers to appear, you must deploy Cisco Directory Connector to synchronize the numbers froman existing Active Directory attribute into the cloud. See the attribute mapping information in theDeployment Guide for Cisco Directory Connector at https://www.cisco.com/go/hybrid-services-directory.

• We recommend the following additional configuration to provide further benefits for your Calling inWebex Teams (Unified CM) deployment:

• Quality of Service (QoS), covered in the Appendix, on page 69 in this guide. QoS helps managepacket loss, delay and jitter on your network infrastructure.

• Call Admission Control (CAC) on Unified CM, covered in the System Configuration Guide forCisco Unified Communications Manager. CAC enables you to control the audio quality and videoquality of calls over a wide-area (IP WAN) link by limiting the number of calls that are allowed onthat link at the same time.

Hybrid Calling Removal Requirements for Calling in Webex Teams (UnifiedCM)

You must disable Hybrid Calling for any users in your organization, because Hybrid Calling for users cannotcoexist with Calling in Webex Teams (Unified CM) for users. See the migration guidance that follows.

• Considerations for Migrating from Hybrid Calling to Calling in Webex Teams (Unified CM), on page31—This section summarizes the key points you must consider as you transition your organization fromthe old Hybrid Call Service (server-side integration) solution to the new Calling inWebex Teams (UnifiedCM) (client-side integration) solution.

• Retain Configuration for Hybrid Call Service for Webex Devices, on page 32—Before removing HybridCall Service for users, you must ensure that the configuration in this section remains in place for Webexdevices in a Place that are enabled for Hybrid Call Service.

• Remove Hybrid Calling Configuration From Users, on page 33—Use these steps to disable Hybrid CallService for your users, and remove any of the related configuration from Unified CM.


Prepare Your Environment for Calling in Webex Teams (Unified CM)Hybrid Calling Removal Requirements for Calling in Webex Teams (Unified CM)

https://www.cisco.com/go/hybrid-services-directory

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/11_5_1/sysConfig/CUCM_BK_SE5DAF88_00_cucm-system-configuration-guide-1151.html

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/11_5_1/sysConfig/CUCM_BK_SE5DAF88_00_cucm-system-configuration-guide-1151.html

Considerations for Migrating from Hybrid Calling to Calling inWebex Teams (Unified CM)

This table summarizes the key points you must consider as you transition your organization from the oldHybrid Calling (server-side integration) solution to the new Calling inWebex Teams (Unified CM) (client-sideintegration) solution. This table takes into account what is required to transition users over to the new solutionand what needs to be preserved if you want to continue to use Webex cloud-registered video devices withHybrid Calling. Specific configuration steps for Hybrid Calling (user) removal and end-to-end deploymentof Calling in Webex Teams (Unified CM) follow in this guide.

RecommendationImpactAfter MigrationBefore Migration

—NoneCisco Spark-RD for onlyWebex cloud-registeredvideo devices

Cisco Spark RemoteDevices (CiscoSpark-RD) for bothusers and Webexcloud-registered videodevices

Remove any Cisco Spark-RDfor users; add Jabber devices ofdesired types (CSF, TCT, BOT,TAB) for users

Unified CMConfiguration

Jabber-type devices(desktop onClient ServiceFramework (CSF),mobileon TCT, BOT, or TAB)for users

Cisco Spark-RD forusers

Convert perpetual licensing toFlex (recommended); orupgrade perpetual UCLEnh/Enh+ to CUWL

LicensingOne Jabber-type deviceper app (desktop, mobile)

One Spark RD per userfor apps (desktop,mobile, and so on.)

Review Unified CM devicecapacity utilization; deployadditional capacity (largerOVAs or more servers) asnecessary

Capacity——

Reduce or remove Expresswaycapacity for Call Connectors;reallocate capacity to otherconnectors (Calendar,Messaging, Serviceability)

Less Call Connectorcapacity required

Call Connector requiredonly for video devices

Call Connector requiredfor Hybrid Call Serviceusers and video devices

Evaluate MRA registrationcapacity needed; reallocateExpressway capacity fromHybrid Call Service to MRA

Off-premises WebexTeams apps requireMobile RemoteAccess (MRA) forregistration

Webex Teams appsregister directly to UnifiedCM for calling

Webex Teams appsconnect to cloud forcalling


Prepare Your Environment for Calling in Webex Teams (Unified CM)Considerations for Migrating from Hybrid Calling to Calling in Webex Teams (Unified CM)

RecommendationImpactAfter MigrationBefore Migration

EvaluateMRA calling capacityneeded; reallocate capacity fromHybrid Call Service to MRA

Off-premises Teamsapps requireMRA forcalling; on-premisesWebex Teams appsdo not require anyfirewall traversal

Call attempts traverse thefirewall only foroff-premises WebexTeams apps that useMRA

All call attemptsbetween Hybrid CallService users traversethe firewall

Remove existing Jabber clientmanually

Webex Teams appinstall does notreplace existingJabber client

Webex Teams apps installwith embeddedJabber-type device

Jabber and WebexTeams apps installedseparately

Retain Configuration for Hybrid Call Service for Webex DevicesBefore removing Hybrid Calling for users, you must ensure that the following configuration remains in placefor Webex devices in a Place that are enabled for Hybrid Calling.

Procedure

PurposeCommand or Action

Enterprise calls to and from Webex devices in a Place aresecurely routed over the Expressway pair for HybridCalling.

Do not remove configuration from the Expressway-C andExpressway-E traversal pair.

Step 1

The SIP destination address in Control Hub resolves to yourExpressway-E in the call traversal pair for Hybrid Call

Do not remove SIP Destinations.Step 2

Service. All the hybrid call traffic goes through this address.This entry is typically a DNS-SRV record which can resolveto multiple Expressway-Es.

This setting resides in Control Hub and is organization-wide.When enabled, Hybrid Call Service is active and availableand can then be assigned to Webex-registered devices.

Do not deactivate Hybrid Call Service Connect for yourorganization.

Step 3

The Cisco Spark-RD is a virtual device that is attached toa user's work number and links the Cisco Webex account

Do not remove Cisco Spark-RD or end user accounts thatare tied to Webex devices in a Place.

Step 4

SIP identity to the enterprise SIP identity so that calls anchoron the Unified CM side or fork to the Cisco Webex cloudside. Behind the scenes, the Cisco Spark-RD ties togethercall activity in the cloud and the premises and the end useraccount is associated with devices in a Place.

Cisco Unified Communications Manager receives callsfrom Expressway-C. The configuration in place enables

Do not remove Cisco Unified Communications ManagerSettings for Hybrid Call Service.

Step 5

URI routing between the cloud and the on-premisesenterprise. The cluster FQDN specified in the enterpriseparameter is used in SIP routing decisions, and that helpsidentify multiple clusters so that calls can occur betweenthem.


Prepare Your Environment for Calling in Webex Teams (Unified CM)Retain Configuration for Hybrid Call Service for Webex Devices


Cisco Webex Hybrid Services use software connectorshosted on Expressway-C to securely connect Cisco Webex

Do not unregister Expressway-Cs that host Call Connectorssupporting hybrid Webex devices.

Step 6

to your organization's environment. The Expressway-Cclusters registered to the cloud for hybrid services mustremain.

Domain verification is essential to the security and integrityof your organization. The established verification proves

Do not remove verified domains used for hybrid Webexdevices or those who administer them.

Step 7

to us that you own a particular domain and is required forthis service to work. For Hybrid Call Service, the verifieddomains are the ones in on-premises directory URIs tied toWebex devices and anyone who administers the devices.

What to do next

Carefully follow the steps in Remove Hybrid Calling Configuration From Users, on page 33.

Remove Hybrid Calling Configuration From UsersIf you already have Hybrid Calling deployed in your organization, you must remove it for your users beforeyou can deploy Calling in Webex Teams (Unified CM). Use these steps to disable Hybrid Calling for yourusers, and remove any of the related configuration from Unified CM.

If any Hybrid Calling users have personal mode devices configured, these devices also lose Hybrid Callingbecause the service is disabled for the user. The workaround is to convert the personal mode device to sharedmode, add it to a Place, and activate it for Hybrid Calling. See Deploy Hybrid Call Service for Cisco WebexDevices for more information.

Caution

Before you begin

Hybrid Calling is still required if you added the service to Room, Desk, or Board devices that are in a Placein Control Hub. You must not remove anything necessary for Room, Desk, and Board devices enabled withHybrid Call Service. Review the following sections before you proceed:

• Considerations for Migrating from Hybrid Calling to Calling in Webex Teams (Unified CM), on page31

• Retain Configuration for Hybrid Call Service for Webex Devices, on page 32

Step 1 To remove Call Service Aware and Call Service Connect from user accounts in Cisco Webex Control Hub, sign in to thecustomer view in https://admin.webex.com. You can then use any of the following methods:


Prepare Your Environment for Calling in Webex Teams (Unified CM)Remove Hybrid Calling Configuration From Users

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cloudCollaboration/spark/hybridservices/callservices/cmgt_b_ciscospark-hybrid-call-service-config-guide/cmgt_b_ciscospark-hybrid-call-service-config-guide_chapter_01010.html

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cloudCollaboration/spark/hybridservices/callservices/cmgt_b_ciscospark-hybrid-call-service-config-guide/cmgt_b_ciscospark-hybrid-call-service-config-guide_chapter_01010.html

https://admin.webex.com

Table 6: Options to Remove the Service from Webex Teams User Accounts in Control Hub

Steps to Disable Hybrid Call ServiceUser Configuration Method

Go to Users, click a username in the list to open the overview pane, click CallService, then Connect, and then toggle off the setting. Then return and toggleoff the Aware setting.

Individual Users

Go to Users, clickManage Users > Export Users List, enter FALSE in theCall Service Aware andCall Service Connect columns, save the file, and thengo back to https://admin.webex.com to click Import and then choose the filethat you updated. Click Add and remove services and then click Submit.

Bulk users accounts using the CSVtemplate

Go toUsers, clickManage Users, chooseModify all synchronized users, andthen click Next. Click through the prompts to get to the Sync Status screen.Click the refresh arrow, click Next, and then remove Call Service Aware andCall Service Connect from users.

Directory-synchronized user accounts(through the Cisco DirectoryConnector)

This step completely disables Hybrid Calling for your users only, but it remains configured at the organization level(Hybrid Calling is still necessary for Room, Desk, and Board devices in a Place that are registered to the cloud). Next,you must remove the Cisco Spark Remote Device (Cisco Spark-RD) for any users who used Hybrid Calling. Whetheryou chose the automatic creation option in the Call Connector or manually created them in Unified CM, youmust manuallyremove them in the next step.

Step 2 To remove any Cisco Spark-RD that was associated with a user, go to Cisco Unified CMAdministration and follow thesesteps:a) Click Device > Phone.b) In the Find phone where drop-down, choose Device Type, and in the Select item or enter search text drop-down,

choose Cisco Spark Remote Device. Click Find.c) Check any of the devices that you want to remove, and then click Delete selected. Read the prompt and when you're

sure, click OK.

This step removes all selected Cisco Spark-RD and corresponding remote destinations for users.

If you have Hybrid Calling configured for Room, Board, and Desk devices in a place, only remove CiscoSpark-RD that are associated with Webex Teams users on Hybrid Calling in your organization. Do notproceed to the next steps.

Caution

d) Return to Device > Phone and search for CTI-RDs that may've been used for Hybrid Calling: in the Find phonewhere drop-down, chooseDevice Type, and in the Select item or enter search text drop-down, chooseCTIRemoteDevice. Click Find.

CTI-RDs that were used for Hybrid Calling contain a remote destination with *.call.ciscospark.com as theaddress.

Tip

e) Check any of the devices that you want to remove, and then click Delete selected. Read the prompt and when you'resure, click OK.

This step removes all selected CTI-RDs and corresponding remote destinations for users.


Prepare Your Environment for Calling in Webex Teams (Unified CM)Remove Hybrid Calling Configuration From Users


C H A P T E R 3Deploy Calling in Webex Teams (Unified CM)

• Calling in Webex Teams (Unified CM) Deployment Task Flow, on page 35• Overview of Service Profile, on page 38• Configure UC Services Workflow, on page 39• Service Discovery Options, on page 42• Authentication Options, on page 43• Set Parameters on Phone Configuration for Desktop Clients, on page 44• Configure Unified CM End Users for Calling in Webex Teams (Unified CM), on page 44• Create Softphones Workflow, on page 45• Set Client Configuration Parameters, on page 49• Create and Host Client Configuration Files, on page 51• Create Global Configurations, on page 55• UC Manager Profiles and Calling Behavior Workflow, on page 56• Configure SIP Address Routing for Your Organization, on page 59• Authenticate with Phone Services in Webex Teams, on page 59• Known Issues and Limitations With Calling in Webex Teams (Unified CM), on page 61

Calling in Webex Teams (Unified CM) Deployment Task FlowThese steps walk you through a typical phone only deployment that's used for Calling in Webex Teams(Unified CM). For this deployment, Webex Teams is going to register to Unified CM as a softphone client,just like Cisco Jabber does.

Before you begin

Prepare Your Environment for Calling in Webex Teams (Unified CM), on page 21

Procedure


Bundle together UC services in a service profile. Youmustcreate a CTI service which provides Webex Teams with

Configure UC Services Workflow, on page 39Step 1

• Configure Voicemail Pilot Number, on page 39 the devices that are associated with the user. You can create• Configure UC Services, on page 40 a voicemail service if you want users to have access to



voicemail in Webex Teams. At the end, create a serviceprofile to add the UC services which later get applied toend user accounts.

• Configure Service Profile with UC Services, on page41

Service discovery enables clients to automatically detectand locate services on your enterprise network. You can

Choose from the Service Discovery Options, on page 42:Step 2

• Configure DNS SRV Records, on page 42 configure service discovery using one of the followingoptions.• Manual Connection Settings, on page 58

• DNS SRV Records—The client (Webex Teams)automatically locates and connects to services. Thisis the recommended option.

• Manual Connection Settings—Manual connectionsettings provide a fallback mechanism when servicediscovery is not used. With administrator guidance,users must manually enter a server address or UCdomain followed by their SSO or non-SSOcredentials, as documented at the end of the task flow.

These options determine the authentication mechanismthat is used when a user signs into phone services inWebexTeams:

Choose from the Authentication Options, on page 43:Step 3

• SAML SSO in the Client, on page 43• Authenticate with the LDAP Server, on page 43

• SAML Single Sign-On (SSO)—End user passwordsare authenticated against the password that resides inthe identity provider used for SSO.

• LDAP Server—End user passwords are authenticatedagainst the password that is assigned in the companyLDAP directory.

The client can retrieve configuration settings in the phoneconfiguration from specific locations on Cisco UnifiedCommunications Manager.

Set Parameters on Phone Configuration for DesktopClients, on page 44

Step 4

For Calling in Webex Teams (Unified CM) to work, youmust create new users or configure existing users onUnified CM with the following settings.

Configure Unified CM End Users for Calling in WebexTeams (Unified CM), on page 44

Step 5

Follow these steps to create and configure softphonedevices on Unified CM (these correspond to each Webex

Follow these steps in the Create Softphones Workflow,on page 45:

Step 6

Teams app for softphone use), add a directory number to• Create and Configure Webex Teams SoftphoneDevices, on page 46 the softphone device, associate the device with an end user

account, and optionally configure devices and WebexTeams apps for secure and encrypted calls.• Add a Directory Number to the Device, on page 47

• Associate Users with Devices, on page 48• Configure the Phone Security Profile for EncryptedCalls, on page 48


Deploy Calling in Webex Teams (Unified CM)Calling in Webex Teams (Unified CM) Deployment Task Flow


You can set client configuration parameters that are appliedwhen users sign in using one of the following methods:

Choose an option:Step 7

• Set Client Configuration Parameters, on page 49(Highest priority) • Set the client configuration parameters with Unified

CM.• Create and Host Client Configuration Files, on page51 • Create XML files using an XML editor that contain

configuration parameters. You then host the XMLfiles on a TFTP server. Calling in Webex Teams(Unified CM) leverages the existing Jabberconfiguration XML file functionality. You can usethe file to enable specific calling features (hunt groupsand call pickup) for Webex Teams users in yourorganization.

You can use Control Hub set the calling behavior for someof your users (recommended) or for your entire

Follow these steps in UC Manager Profiles and CallingBehavior Workflow, on page 56:

Step 8

organization (when you're ready to roll out the service).• Create a UC Manager Profile, on page 57 For Calling inWebex Teams (Unified CM), you configurethis setting so that users can use the calling feature set.• Edit a UC Manager Profile, on page 57

• Set Calling Behavior and UC Manager Profiles inControl Hub, on page 57

If you configure this setting in Control Hub, SIP calls inWebex Teams forWindows orMac can route through yourenterprise for domains that you enter.

Configure SIP Address Routing for Your Organization,on page 59

Step 9

If you have DNS SRV implemented, users will beautodiscovered for phone services in the Webex Teams

Authenticate with Phone Services in Webex Teams, onpage 59

Step 10

app. If you don't, you can also simplify their sign-in processwith the UCmanager profile you configured earlier, whichcontains UDS server or the UC domain (FQDN or IPaddress of Unified CM) for Phone Services. If none ofthese options is in place, users must manually enter a serveraddress for the UDS server or the UC domain (FQDN orIP address of Unified CM) that you provide to them.


Deploy Calling in Webex Teams (Unified CM)Calling in Webex Teams (Unified CM) Deployment Task Flow

Overview of Service ProfileFigure 6: Service Profiles Workflow

1. Create UC services.

2. Associate the UC Service with the Service Profile.

3. Associate the User with the Service Profile.

Create Default Service ProfileCreate a service profile to add the UC services.

Step 1 Open the Cisco Unified CM Administration interface.Step 2 Select User Management > User Settings > Service Profile.

The Find and List Service Profiles window opens.Step 3 Select Add New.

The Service Profile Configuration window opens.


Deploy Calling in Webex Teams (Unified CM)Overview of Service Profile

Step 4 Enter a name for the service profile in the Name field.Step 5 SelectMake this the default service profile for the system if you want the service profile to be the default for the

cluster.Step 6 Select Save.

What to do next

Create the UC services for your deployment.

Configure UC Services WorkflowSet up the relevant UC services in a service profile for your Calling inWebex Teams (Unified CM) deployment.The CTI service is required.

Set up the voicemail service if you have Unity Connection deployed and want to integrate voicemail accessinto Webex Teams.

Before you begin

Voicemail Requirements for Calling in Webex Teams (Unified CM), on page 24

Procedure


If you're configuring voicemail access for Webex Teamsusers, ensure that you identify a directory number in yourUnified CMdeployment to use for voicemail system access.

Configure Voicemail Pilot Number, on page 39Step 1

The CTI UC service provides Webex Teams with thelocation of the CTI service, which retrieves a list of devices

Configure UC Services, on page 40Step 2

that are associated with the user. The voicemail service tiesinto your existing Unity Connection deployment andprovides voicemail retrieval to users when they areassociated with the corresponding service profile.

After you add and configure CiscoUnified CommunicationsManager services, you add them to a service profile. Youcan apply additional configuration in the service profile.

Configure Service Profile with UC Services, on page 41Step 3

What to do next

Associate the service profile to end user accounts.

Configure Voicemail Pilot NumberThe voicemail pilot number designates the directory number that you dial to access your voice messages.Cisco Unified Communications Manager automatically dials the voice-messaging number when users press


Deploy Calling in Webex Teams (Unified CM)Configure UC Services Workflow

the Message button on their phones or access voicemail throughWebex Teams. Each pilot number can belongto a different voice-messaging system.

Step 1 From Cisco Unified CM Administration, go to Advanced Features > Voice Mail > Voice Mail Pilot.Step 2 Configure the following settings:

• VoiceMail Pilot Number—Enter a number to identify the voice mail pilot number. Allowed characters are numeric(0-9), plus (+), asterisk (*), and pound (#).

You cannot save the configuration if both theVoice Mail Pilot Number andCalling Search Space fieldsare empty. You must enter a value in one of the two fields.

Note

• Calling Search Space—Choose the appropriate calling search space. A calling search space comprises a collectionof partitions that are searched for numbers that are called from this pilot number.

• Description—Enter the description of the pilot number. The description can include up to 50 characters in anylanguage, but it cannot include double-quotes ("), percentage sign (%), ampersand (&), or angle brackets (<>).

• Make this the default Voice Mail Pilot for the system—Check this setting to make this pilot number the defaultVoice Mail Pilot for the system.

If you check the Default box, this voice mail pilot number replaces your current default pilot number.Note

Step 3 Save your changes.

Configure UC ServicesAdd Cisco Unified Communications Manager services to specify the address, ports, protocols, and othersettings for the CTI service.

The CTI UC service provides Webex Teams with the location of the CTI service, which retrieves a list ofdevices that are associated with the user. The voicemail service ties into your existing Unity Connectiondeployment and provides voicemail retrieval to users when they are associated with the corresponding serviceprofile.

Step 1 Open the Cisco Unified CM Administration interface.Step 2 Select User Management > User Settings > UC Service.

The Find and List UC Services window opens.

Step 3 Select Add New.

The UC Service Configuration window opens.

Step 4 In the Add a UC Service section, select CTI from the UC Service Type drop-down list.Step 5 Select Next.Step 6 Provide details for the CTI service as follows:

a) Specify a name for the service in the Name field.

The name you specify displays when you add services to profiles. Ensure the name you specify is unique, meaningful,and easy to identify.


Deploy Calling in Webex Teams (Unified CM)Configure UC Services

b) Specify the CTI service address in the Host Name/IP Address field.

Enter the address in the form of a hostname, IP address, or fully qualified domain name (FQDN). This valuecorresponds to the Unified CM publisher that's running the CTI Manager service. You'll create a second servicefor the subscriber.

c) Specify the port number for the CTI service in the Port field.

Step 7 Save your changes, return to User Management > User Settings > UC Service, and then click Add New.Step 8 Choose Voicemail and then click Next.Step 9 Provide details for the Voicemail service as follows:

a) Specify a name for the service in the Name field.

The name you specify displays when you add services to profiles. Ensure the name you specify is unique, meaningful,and easy to identify.

b) Specify the voicemail address in the Host Name/IP Address field.

Enter the address in the form of a fully qualified domain name (FQDN). Otherwise, the certificate validation stepfails in Webex Teams.

For the Port and Protocol Type fields, you do not need to specify values. By default, the client alwaysuses port 443 and the HTTPS protocol to connect to the voicemail server. For this reason, any value youspecify does not take effect.

Note

c) We recommend that Unified CM and Unity Connection both use Single Sign-On (SSO), but if they are bothnon-SSO, set Credential source for voicemail service to Unified CM - IM and Presence.

Step 10 Save your changes.

What to do next

Add UC services to the service profile.

Configure Service Profile with UC ServicesAfter you add and configure Cisco Unified Communications Manager services, you add them to a serviceprofile. You can apply additional configuration in the service profile.

Step 1 Open the Cisco Unified CM Administration interface.Step 2 Select User Management > User Settings > Service Profile.Step 3 Enter a name for the service profile in the Name field.Step 4 SelectMake this the default service profile for the system if you want the service profile to be the default for the

cluster.Step 5 Add your UC services, apply any additional configuration, and then select Save.


Deploy Calling in Webex Teams (Unified CM)Configure Service Profile with UC Services

Service Discovery OptionsService discovery enables clients to automatically detect and locate services on your enterprise network. Youcan configure service discovery using one of the following options.

DescriptionOption

The client automatically locates and connects toservices.

This is the recommended option.

Configure DNS SRV Records, on page 42

Manual connection settings provide a fallbackmechanism when service discovery is not used.

Manual Connection Settings, on page 58

At this time, we support internal only automatic discovery. Service discovery enables clients to automaticallydetect and locate services on your enterprise network. Clients query domain name servers to retrieve service(SRV) records that provide the location of servers.

Note

Configure DNS SRV Records

Before you begin

Review your SRV record requirements in the Service Discovery chapter of the Planning Guide for CiscoJabber.

Create the SRV records for your deployment:DescriptionOption

Provides the location of Cisco Unified Communications Manager. The client can retrieveservice profiles from Cisco Unified CommunicationsManager to determine the authenticator.

_cisco-uds

Provides the location of Cisco VCS Expressway or Cisco Expressway-E. The client canretrieve service profiles from Cisco Unified Communications Manager to determine theauthenticator.

_collab-edge

Example of an SRV record

_cisco-uds._tcp.DOMAIN service location:priority = 0weight = 0port = 8443svr hostname=_cisco-uds._tcp.example.com


Deploy Calling in Webex Teams (Unified CM)Service Discovery Options

What to do next

Test SRV Records, on page 43

Test SRV RecordsAfter creating your SRV records test to see if they are accessible.

You can also use the SRV check tool on the Collaboration Solutions Analyzer site if you prefer a web-basedoption.

Tip

Step 1 Open a command prompt.Step 2 Enter nslookup.

The default DNS server and address is displayed. Confirm that this is the expected DNS server.

Step 3 Enter set type=SRV.Step 4 Enter the name for each of your SRV records.

For example, _cisco-uds._tcp.exampledomain

• Displays server and address—SRV record is accessible.

• Displays _cisco-uds_tcp.exampledomain: Non-existent domain—There is an issue with your SRV record.

Authentication Options

SAML SSO in the ClientFor more information about integrating SSO with Unified CM so that Webex Teams users can sign in usinga single set of credentials, see the SAML SSO Deployment Guide for Cisco Unified CommunicationsApplications. For cloud (Webex Control Hub) configuration, see Single Sign-On Integration With WebexControl Hub.

Authenticate with the LDAP ServerPerform this procedure if you want to enable LDAP authentication so that end user passwords are authenticatedagainst the password that is assigned in the company LDAP directory. LDAP authentication gives systemadministrators the ability to assign an end user a single password for all company applications. When userssign in to the client, Webex Teams routes that authentication to Cisco Unified Communications Manager.Cisco Unified Communications Manager then sends that authentication to the directory server.

Step 1 Open the Cisco Unified CM Administration interface.


Deploy Calling in Webex Teams (Unified CM)Test SRV Records

http://cway.cisco.com/csa/

Step 2 Select System > LDAP > LDAP Authentication.Step 3 Select Use LDAP Authentication for End Users.Step 4 Specify LDAP credentials and a user search base as appropriate.

See the Cisco Unified Communications Manager Administration Guide for information about the fields on the LDAPAuthentication window.

Step 5 Select Save.

Set Parameters on Phone Configuration for Desktop ClientsThe client can retrieve configuration settings in the phone configuration from the following locations on CiscoUnified Communications Manager:

Enterprise Phone Configuration

Applies to the entire cluster.

Common Phone Profile Configuration

Applies to groups of devices and takes priority over the cluster configuration.

Cisco Unified Client Services Framework (CSF) Phone Configuration

Applies to individual CSF desktop devices and takes priority over the group configuration.

Configure Unified CM End Users for Calling in Webex Teams(Unified CM)

For Calling in Webex Teams (Unified CM) to work, you must create new users or configure existing userson Unified CM with the following settings.

If you use LDAP synchronization, these settings may already be in place. If setting up a new LDAPsynchronization, see “LDAP Synchronization Overview” in the On-Premises Deployment for Cisco Jabberdocumentation at https://www.cisco.com/c/en/us/support/unified-communications/jabber-windows/products-installation-guides-list.html.

Note

Step 1 From Cisco Unified CM Administration, go to User Management > End Users, choose any criteria, click Find, andthen open the user account that you want to configure.

Step 2 Verify thatMail ID contains the user's email address.

If you're using Server Information for configuration and not SRV records, your users' Webex Teams emailaddresses must match their Unified CM email addresses—at a minimum, the user ID portion before the domainmust match.

Note

Step 3 Under the user's Service Settings, check the Home Cluster checkbox.


Deploy Calling in Webex Teams (Unified CM)Set Parameters on Phone Configuration for Desktop Clients

https://www.cisco.com/c/en/us/support/unified-communications/jabber-windows/products-installation-guides-list.html

https://www.cisco.com/c/en/us/support/unified-communications/jabber-windows/products-installation-guides-list.html

Configure this setting on the Cisco Unified Communications Manager where each user is homed and where their devicesare registered.

Step 4 (Optional) Choose your service profile from the UC Service Profile drop-down list that you created earlier (with CTIservice and voicemail) if you need to make user-level overrides.

Step 5 Save your changes, and then you'll assign applicable roles to the user.Step 6 Click Add to Access Control Group.Step 7 Click the corresponding check box for each access control group that you want to assign to the end users.

At a minimum you should assign the user to the following access control groups:

• Standard CCM End Users

• Standard CTI Enabled—This option is used for desk phone control.

Certain phone models require additional control groups, as follows:

• Cisco Unified IP Phone 9900, 8900, or 8800 series or DX series, select Standard CTI Allow Control of Phonessupporting Connected Xfer and conf.

• Cisco Unified IP Phone 6900 series, select Standard CTI Allow Control of Phones supporting Rollover Mode.

What to do next

Associate devices to the user.

Create Softphones WorkflowProcedure


Create at least one device for every user that wants to useWebex Teams in softphone mode.

Create and Configure Webex Teams Softphone Devices,on page 46

Step 1

You can add one softphone device for any supportedWebexTeams platforms that the users are on—for example,appropriate device types for desktop, mobile and tablet.

For each device you create, add a directory number.Add a Directory Number to the Device, on page 47Step 2

Associate users with devices.Associate Users with Devices, on page 48Step 3

Complete this task to set up secure phone capabilities forall devices and Webex Teams.

Configure the Phone Security Profile for Encrypted Calls,on page 48

Step 4


Deploy Calling in Webex Teams (Unified CM)Create Softphones Workflow

Create and Configure Webex Teams Softphone DevicesTo make the Webex Teams app a softphone client, create at least one device for every user that you'reconfiguring for Calling in Webex Teams (Unified CM). Webex Teams registers to Unified CM using thesame device type as Cisco Jabber.

If you want any user to only have desk phone control and no soft phone, you do not need to create a desktopCSF device for them.

Note

Step 1 Log in to the Cisco Unified CM Administration interface.Step 2 Select Device > Phone.

Find and List Phones window opens.Step 3 Select Add New.Step 4 From the Phone Type drop-down list, select the option that is applicable to the device type you are configuring and then

select Next.

For Webex Teams users, you can only create one type of device per user although you can create multiple devices foreach user. For example, you can create one dual mode mobile device and one CSF device but not two CSF devices.

• Cisco Unified Client Services Framework—Select this option to create a CSF device for Webex Teams for Macor Webex Teams for Windows.

•• Cisco Dual Mode for iPhone—Select this option to create a TCT device for Webex Teams for iPhone users.• Cisco Jabber for Tablet—Select this option to create a TAB device for Webex Teams on an iPad, Android tablet,or for Chromebooks.

• Cisco Dual Mode for Android—Select this option to create a BOT device for Webex Teams for Android phoneusers.

Step 5 From the Owner User ID drop-down list, select the user for whom you want to create the device.Step 6 In the Device Name field, use the applicable format to specify a name for the device:

Required FormatIf You Select

• Valid characters: a–z, A–Z, 0–9.

• 15-character limit.

Cisco Unified Client Services Framework

• The device name must begin with TCT.

For example, if you create a TCT device for user, TanyaAdams, whose username is tadams, enterTCTTADAMS.

• Must be uppercase.

• Valid characters: A–Z, 0–9, period (.), underscore (_),hyphen (-).


Cisco Dual Mode for iPhone


Deploy Calling in Webex Teams (Unified CM)Create and Configure Webex Teams Softphone Devices

Required FormatIf You Select

• The device name must begin with TAB.

For example, if you create a TAB device for user,Tanya Adams, whose username is tadams, enterTABTADAMS.




Cisco Jabber for Tablet

• The device name must begin with BOT.

For example, if you create a BOT device for user,Tanya Adams, whose username is tadams, enterBOTTADAMS.




Cisco Dual Mode for Android

You need to deploy Mobile and Remote Access (MRA) on Expressway if your Webex Teams users need toconnect outside of the corporate network.

Note

Step 7 Select Save.Step 8 Click Apply Config.

What to do next

Add a Directory Number to the device.

Add a Directory Number to the DeviceAfter you create and configure each device, you must add a directory number to the device. This topic providesinstructions on adding directory numbers using the Device > Phone menu option.

Before you begin

Create a device.

Step 1 Locate the Association Information section on the Phone Configuration window.Step 2 Click Add a new DN.Step 3 In the Directory Number field, specify a directory number.


Deploy Calling in Webex Teams (Unified CM)Add a Directory Number to the Device

Step 4 In the Users Associated with Line section, click Associate End Users.Step 5 In the Find User where field, specify the appropriate filters and then click Find.Step 6 From the list that appears, select the applicable users and click Add Selected.Step 7 Specify all other required configuration settings as appropriate.Step 8 Select Apply Config.Step 9 Select Save.

Associate Users with Devices

Before you begin

A softphone device for Webex Teams should not be associated to multiple users if you intend to use differentservice profiles for these users.

Note

Step 1 Associate users with devices.a) Open the Unified CM Administration interface.b) Select User Management > End User.c) Find and select the appropriate user.

The End User Configuration window opens.d) Select Device Association in the Device Information section.e) Associate the user with devices as appropriate.f) Return to the End User Configuration window and then select Save.

Step 2 Set the User Owner ID field in the device configuration.a) Select Device > Phone.b) Find and select the appropriate device.

The Phone Configuration window opens.c) Locate the Device Information section.d) Select User as the value for the Owner field.e) Select the appropriate user ID from the Owner User ID field.f) Select Save.

Configure the Phone Security Profile for Encrypted CallsYou can optionally set up secure phone capabilities for all devices and Webex Teams apps. Secure phonecapabilities provide secure SIP signaling and secure media streams.

If you enable secure phone capabilities for users, device connections to Cisco Unified CommunicationsManager are secure. However, calls with other devices are secure only if both devices have a secure connection.Secure call support requires Unified CM 12.5 and later.


Deploy Calling in Webex Teams (Unified CM)Associate Users with Devices

Before you begin

• You must use Unified CM Release 12.5 or later and we support only SIP OAuth with Webex Teams.CAPF is not supported. For more details, see the chapter on SIP OAuth in the Feature ConfigurationGuide for Cisco Unified Communications Manager at https://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-installation-and-configuration-guides-list.html.

• For conference calls, ensure that the conferencing bridge supports secure phone capabilities. If theconferencing bridge does not support secure phone capabilities, calls to that bridge are not secure.Likewise, all parties must support a common encryption algorithm for the client to encrypt media onconference calls.

Step 1 In Cisco Unified Communications Manager, select System > Security > Phone Security Profile.Step 2 Select Add New.Step 3 From the Phone Type drop-down list, select the option that is applicable to the device type you are configuring and then

select Next.

• Cisco Unified Client Services Framework—Select this option to create a CSF device for Webex Teams for Macor Windows.

• Cisco Dual Mode for iPhone—Select this option to create a TFT device for an iPhone.• Cisco Jabber for Tablet—Select this option to create a TAB device for an iPad or an Android tablet.• Cisco Dual Mode for Android—Select this option to create a BOT device for an Android device.• CTI Remote Device—Select this option to create a CTI remote device.

CTI remote devices are virtual devices that monitor and have call control over a user's remote destination.

Step 4 In the Name field of the Phone Security Profile Configuration window, specify a name for the phone security profile.Step 5 For Device Security Mode, choose Encrypted.

The SIP connection is over TLS using AES 128/SHA encryption. The client uses Secure Real-time Transport Protocol(SRTP) to offer encrypted media streams.

Step 6 Check Enable Oath AuthenticationStep 7 Click Save.

What to do next

You can use Webex Teams for Windows or Mac to make a call and confirm the secure calling setup. During

the call, you'll see a lock icon at the top right of your calling window, letting you know that the call issecure.

Set Client Configuration ParametersSet client configuration parameters and assign to service profiles in Unified CM.


Deploy Calling in Webex Teams (Unified CM)Set Client Configuration Parameters

https://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-installation-and-configuration-guides-list.html



Before you begin

Youmust ensure the required Unified CM configuration is in place or the supported features. See the followingdocumentation for guidance:

• Hunt Groups in the System Configuration Guide for Cisco Unified Communications Manager.

• Call Pickup in the Feature Configuration Guide for Cisco Unified Communications Manager.

Step 1 Define Configuration Parameters, on page 50a)

Unified CM allows you to add, search, display, and maintain information about UC Services including clientconfiguration.

Step 2 Assign Client Configuration to Service Profile, on page 50

Unified CM allows you to assign client configuration to users through service profiles.

Define Configuration ParametersUnified CM allows you to add, search, display, and maintain information about UC Services including Jabberclient configuration.

Step 1 Open the Cisco Unified CM Administration interface.Step 2 Select User Management > User Settings > UC Service.Step 3 Select Add New.Step 4 Select Jabber Client Configuration (jabber-config.xml) as the UC Service Type.Step 5 Select Next.Step 6 Enter a name in the UC Service Information section, refer to Unified CM Help for more requirements.Step 7 Enter the parameters in the Jabber Configuration Parameters section, for information regarding the parameters see

the latest version of the Parameters Reference Guide for Cisco Jabber.Step 8 Select Save.

Assign Client Configuration to Service ProfileUnified CM allows you to assign client configuration to users through service profiles.

Step 1 Open the Cisco Unified CM Administration interface.Step 2 Select User Management > User Settings > Service Profile.Step 3 Select Add New or select the existing service profile you want to assign the Webex Teams client configuration to.Step 4 Select the name of the configuration you want to apply to the profile in the section Jabber Client Configuration

(jabber-config.xml) Profile.


Deploy Calling in Webex Teams (Unified CM)Define Configuration Parameters

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/12_5_1/systemConfig/cucm_b_system-configuration-guide-1251/cucm_b_system-configuration-guide-1251_chapter_010100.html

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/12_5_1/featureConfig/cucm_b_feature-configuration-guide-1251/cucm_b_feature-configuration-guide-1251_chapter_011011.html

Step 5 Select Save.

Create and Host Client Configuration FilesCreate client configuration files and host them on the Cisco Unified CommunicationsManager TFTP service.

Before you begin

Youmust ensure the required Unified CM configuration is in place or the supported features. See the followingdocumentation for guidance:

• Hunt Groups in the System Configuration Guide for Cisco Unified Communications Manager.

• Call Pickup in the Feature Configuration Guide for Cisco Unified Communications Manager.

Procedure


Understand the proper formatting and other requirementsfor XML config files.

XML Config File Requirements, on page 52Step 1

Reference the table for the policy parameters that you canuse to enable call pickup and hunt group for users.

Policy Parameters, on page 51Step 2

Configure the clients for users in your deployment.Create Global Configurations, on page 53Step 3

Apply different configuration to different set of users.Create Group Configurations, on page 54Step 4

Host the configuration files on your TFTP server.Host Configuration Files, on page 54Step 5

Restart the TFTP server before the client can access theconfiguration files

Restart TFTP Server, on page 55Step 6

Policy ParametersReference the following table for the policy parameters. These parameters let you control specific clientfunctionality.


Deploy Calling in Webex Teams (Unified CM)Create and Host Client Configuration Files

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/12_5_1/systemConfig/cucm_b_system-configuration-guide-1251/cucm_b_system-configuration-guide-1251_chapter_010100.html

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/12_5_1/featureConfig/cucm_b_feature-configuration-guide-1251/cucm_b_feature-configuration-guide-1251_chapter_011011.html

Table 7: Policy Parameters for Webex Teams

DescriptionValueParameter

Specifies if a user can pickup a call in theircall pickup group.

true

Enables call pickup.

false (default)

Disables call pickup.

true

false

EnableCallPickup

Specifies if a user can pickup incomingcalls in another call pickup group, byentering the call pickup group number.

true

Enables group call pickup.

false (default)

Disables group call pickup.

true

false

EnableGroupCallPickup

Specifies if a user can pickup an incomingcall in a group that is associated with theirown call pickup group.

true

Enables other group call pickup

false (default)

Disables other group call pickup

true

false

EnableOtherGroupPickup

Specifies if a user can log into a huntgroup.

true

Users can log into their hunt group.

false (default)

Users cannot log into their hunt group.

true

false

EnableHuntGroup

XML Config File RequirementsNote the following configuration file requirements:

• Configuration filenames are case-sensitive. Use lowercase letters in the filename to prevent errors andto ensure that the client can retrieve the file from the TFTP server.

• Use UTF-8 encoding for the configuration files.


Deploy Calling in Webex Teams (Unified CM)XML Config File Requirements

• The client cannot read configuration files that do not have a valid XML structure. Check the structureof your configuration file for closing elements and correct nesting of elements.

• Use only valid XML character entity references in your configuration file. For example, use &instead of &. If your XML contains invalid characters, the client cannot parse the configuration file.

To validate your configuration file, open the file in Microsoft Internet Explorer.

• If Internet Explorer displays the entire XML structure, your configuration file is valid.

• If Internet Explorer displays only part of the XML structure, your configuration file likely containsinvalid characters or entities.

Create Global ConfigurationsCalling in Webex Teams (Unified CM) leverages the existing Jabber configuration XML file functionality.You can use the file to enable specific calling features (hunt groups and call pickup) for Webex Teams usersin your organization.

Before you begin

If you already deployed Jabber in the past, you have a jabber-config.xml file on your Unified CMTFTP server. You can confirm by opening http://tftp_server_address:6970/jabber-config.xml in your browser(where tftp_server_address is the server FQDN or IP address of your publisher) and see if a file downloads.

If you have the required policy parameters already specified, no further action is needed in the config file.

Webex Teams and Jabber share the same jabber-config.xml file. Webex Teams only honors a subset of Jabberparameters in that file.

Note

Procedure


Either create a file named jabber-config.xml with any texteditor or open the file you downloaded.

Step 1 • Use lowercase letters in the filename.

• Use UTF-8 encoding.

Define the required configuration parameters injabber-config.xml under <policies></policies>:

Step 2

• For call pickup:<EnableCallPickup><EnableGroupCallPickup><EnableOtherGroupPickup>

• For hunt groups:

<EnableHuntGroup>


Deploy Calling in Webex Teams (Unified CM)Create Global Configurations

Create Group ConfigurationsGroup configuration files apply to subsets of users and are supported on Webex Teams for desktop (CSFdevices) and on Webex Teams for mobile devices. Group configuration files take priority over globalconfiguration files.

If you provision users with CSF devices, specify the group configuration filenames in the Cisco SupportField field on the device configuration. If users do not have CSF devices, set a unique configuration filenamefor each group during installation with the TFTP_FILE_NAME argument.

Before you begin

If the structure of your configuration file is not valid, the client cannot read the values you set. Review theXML samples in this chapter for more information.

Step 1 Create an XML group configuration file with any text editor.

The group configuration file can have any appropriate name; for example, webexteams-groupa-config.xml.

Step 2 Define the required configuration parameters in the group configuration file.Step 3 Add the group configuration file to applicable CSF devices.

a) Open the Cisco Unified CM Administration interface, and then choose Device > Phone.b) Find and select the appropriate CSF device to which the group configuration applies.c) In the Phone Configuration window, navigate to Product Specific Configuration Layout >Desktop Client Settings.d) In the Cisco Support Field field, enter configurationfile=group_configuration_file_name.xml. For example, enter

configurationfile=webexteams-groupa-config.xml.

If you host the group configuration file on your TFTP server in a location other than the default directory, you mustspecify the path and the filename; for example, configurationfile=/customFolder/webexteams-groupa-config.xml. Donot add more than one group configuration file. The client uses only the first group configuration in theCisco SupportField field.

e) Click Save.

Step 4 Host the group configuration file on your TFTP server.

Host Configuration FilesWe recommend hosting configuration files on the Cisco Unified Communications Manager TFTP server,which is where the device configuration file resides.

Procedure


If your environment has multiple TFTP servers, ensure thatthe configuration file is the same on all TFTP servers.

From Cisco Unified OS Administration, go to SoftwareUpgrades > TFTP File Management, and then clickUpload File.

Step 1


Deploy Calling in Webex Teams (Unified CM)Create Group Configurations


You should leave an empty value in theDirectory text boxso that the configuration file resides in the default directoryof the TFTP server.

Click Browse, choose the jabber-config.xml filefrom your local system, leave the directory field blank, andthen click Upload File.

Step 2

Restart TFTP ServerYou must restart your TFTP server before the client can access the configuration files.

Step 1 From the drop-down on the top right, click Cisco Unified Serviceabilty, and then sign in.Step 2 ClickTools >Control Center - Feature Services, and then choose your Unified CMpublisher from the Server drop-down.Step 3 Click Go, then scroll to CM Services, and click Cisco Tftp.Step 4 Scroll to the top, click Restart, and then click OK.

You'll see a message that the service restart was successful.

If your environment has multiple TFTP servers, ensure that the configuration file is the same on all TFTP servers.

What to do next

To verify that the configuration file is available on your TFTP server, open the configuration file in anybrowser. Typically, you can access the global configuration file at the following URL:http://tftp_server_address:6970/jabber-config.xml

Create Global ConfigurationsCalling in Webex Teams (Unified CM) leverages the existing Jabber configuration XML file functionality.You can use the file to enable specific calling features (hunt groups and call pickup) for Webex Teams usersin your organization.

Before you begin

If you already deployed Jabber in the past, you have a jabber-config.xml file on your Unified CMTFTP server. You can confirm by opening http://tftp_server_address:6970/jabber-config.xml in your browser(where tftp_server_address is the server FQDN or IP address of your publisher) and see if a file downloads.

If you have the required policy parameters already specified, no further action is needed in the config file.

Webex Teams and Jabber share the same jabber-config.xml file. Webex Teams only honors a subset of Jabberparameters in that file.

Note


Deploy Calling in Webex Teams (Unified CM)Restart TFTP Server

Procedure


Either create a file named jabber-config.xml with any texteditor or open the file you downloaded.

Step 1 • Use lowercase letters in the filename.

• Use UTF-8 encoding.

Define the required configuration parameters injabber-config.xml under <policies></policies>:

Step 2

• For call pickup:<EnableCallPickup><EnableGroupCallPickup><EnableOtherGroupPickup>

• For hunt groups:

<EnableHuntGroup>

Configuration File Requirements• Configuration filenames are case sensitive. Use lowercase letters in the filename to prevent errors andto ensure the client can retrieve the file from the TFTP server.

• You must use utf-8 encoding for the configuration files.• The client cannot read configuration files that do not have a valid XML structure. Ensure you check thestructure of your configuration file for closing elements and that elements are nested correctly.

• Your XML can contain only valid XML character entity references. For example, use & insteadof &. If your XML contains invalid characters, the client cannot parse the configuration file.

Open your configuration file inMicrosoft Internet Explorer to see if any charactersor entities are not valid.

If Internet Explorer displays the entire XML structure, your configuration filedoes not contain invalid characters or entities.

If Internet Explorer displays only part of the XML structure, your configurationfile most likely contains invalid characters or entities.

Tip

UC Manager Profiles and Calling Behavior WorkflowYour UCManager Profile defaults to your organization's domain. This may mean that users need to manuallyspecify a domain when they sign into Phone Services in Webex Teams. If you want to override the defaultand specify a domain, you can set up UC Manager Profiles for the whole organization or for user-leveloverrides.


Deploy Calling in Webex Teams (Unified CM)Configuration File Requirements

Procedure


You can choose either the default option for yourorganization or manually create a new profile if you want

Create a UC Manager Profile, on page 57Step 1

users to sign into Webex Teams Phones Services with adifferent domain.

You can edit your UC Manager Profiles in Control Hub atany time.

Edit a UC Manager Profile, on page 57Step 2

Your UC manager profiles are tied in with the CallingBehavior setting (either organization-wide or user-level) in

Set Calling Behavior and UC Manager Profiles in ControlHub, on page 57

Step 3

Control Hub. When you set the calling behavior, you canalso choose the default option or a manual option for UCmanager profiles.

Create a UC Manager Profile

Step 1 From the customer view in https://admin.webex.com, go to Settings, and underUCManager Profiles selectAdd Profile.Step 2 Add a Profile Name, choose the necessary settings, and then select Save.

Edit a UC Manager Profile

Step 1 From the customer view in https://admin.webex.com, go to Settings, and underUCManager Profiles select the ellipsis....Step 2 Choose Edit.Step 3 Make the necessary edits, and then select Save.

Set Calling Behavior and UC Manager Profiles in Control HubYou can use Control Hub to set the calling behavior for specific users in your organization or for your entireorganization. For Calling in Webex Teams (Unified CM), you configure this setting for users so that they canuse the calling feature set.

When you select Calling in Webex Teams (Unified CM), you can also specify a UC profile—either yourorganization's default or one that you manually configured if you want to specify a different domain for users.For more information about the calling behavior and UC profile options in Control Hub, see Set Up CiscoWebex Teams Calling Behavior.

Before you begin

The option is not available if Hybrid Calling is still enabled for users in your organization. (The callingbehavior option for Hybrid Calling is Calling in Webex Teams.) You must remove Hybrid Calling from


Deploy Calling in Webex Teams (Unified CM)Create a UC Manager Profile

https://admin.webex.com/

https://admin.webex.com/

https://help.webex.com/article/n1bli0k

https://help.webex.com/article/n1bli0k

users before you can assign Calling in Webex Teams (Unified CM). See the “Prepare Your Environment”chapter for more information.

We recommend that you configure this setting based on your organization's needs—for example, you maywant to enable specific users in your organization, have them test out the service, and then configure theservice for your entire organization when you're ready.

Note

Procedure

• To change this setting at the user level from the customer view in https://admin.webex.com:,a) Go to Users, locate and open a user account, scroll to Settings, select Calling Behavior (you'll see

the user set up with an organization-wide default), and then chooseCalling inWebex Teams (UnifiedCM).

b) Choose an option:

Usemy organization's domain to use your organization's domain configuration (the default option).

Use a UC Manager Profile for Calling to do a user-level override and then choose a profile fromthe drop down.

After you click Save, a message appears that indicates that the calling behavior is updated. The useraccount is set up with Calling in Webex Teams (Unified CM) as an override to the organization-widesetting. The specific users you enabled are now able to make Unified CM calls in Webex Teams. Theyalso inherit the UC manager profile setting that you specified. See Supported Calling Options for moreinformation.

This method assigns a calling behavior and UC manager service profile to individual users. To makebulk user assignments, use the steps inModify Users in CiscoWebex Control Hub with the CSVTemplate

• To change this setting at the organization level:a) From the customer view in https://admin.webex.com, go to Settings, scroll to Calling Behavior,

and then choose Calling in Webex Teams (Unified CM).b) Choose an option:

Usemy organization's domain to use your organization's domain configuration (the default option).

Use a UC Manager Profile for Calling to do an override for your organization and then choose aprofile from the drop down.

Only choose the organization-wide option if you're ready to migrate your entire organization.

After you click Save, a message appears that indicates that the calling behavior is updated. All users in yourorganization are now able to make Unified CM calls in Webex Teams. They also inherit the UC managerprofile setting that you specified for the organization. See Supported Calling Options for more information.

Caution

Manual Connection SettingsManual connection settings provide a fallback mechanism when Service Discovery is not used.


Deploy Calling in Webex Teams (Unified CM)Manual Connection Settings


https://help.webex.com/xga73p/

https://help.webex.com/e2okky/


https://help.webex.com/article/n15ylys

When you start Webex Teams, you can specify the authenticator and server address in the Phone Serviceswindow. The app caches the server address to the local application configuration that loads on subsequentstarts. Webex Teams prompts users to enter advanced settings on the initial start if the app cannot get theauthenticator and server addresses from the service profile.

Configure SIP Address Routing for Your OrganizationIf you configure this setting in Control Hub and change the default option, SIP calls in Webex Teams forWindows or Mac can route through your Unified CM on-premises environment for the domains that youenter.

Before you begin

This setting is only available if you've deployed Calling in Webex Teams (Unified CM) as a calling servicein your Control Hub organization.

Step 1 From the customer view in https://admin.webex.com, go to Services, and then choose Client Settings on the Call card.Step 2 Scroll to Unified CM SIP Address Routing, and then change the SIP Address Call Path setting depending on how

you want calls to route:

• All SIP address calls, except addresses that match cloudWebex services—The default option routes all SIP callsto your enterprise except for any domains that match cloud Webex services.

• Only calls that match the specified (comma separated) domains—This option overrides the default and onlyroutes SIP calls through the domains that you enter in the field.

Enter a comma-separated list of up to 200 domains. You can also enter an asterisk as a wildcard. For example:*.example.com, example1.com, example2.com. The routing behavior is the same for any subdomainsthat fall under a wildcard entry. Alternatively, you can list IP addresses.

*.example.com only matches subdomains, not top-level domains.Note

Authenticate with Phone Services in Webex TeamsIf you have DNS SRV implemented, users will be autodiscovered for phone services in the Webex Teamsapp and they can use their SSO or manual credentials to sign in. If you don't, you can still simplify their sign-inprocess by configuring a UC manager profile (covered earlier in the guide). If none of these options is inplace, users must manually enter a server address for the UDS server or the UC domain (FQDN or IP addressof Unified CM) that you provide to them.

Before you begin

Procedure

• If you have autodiscovery through DNS SRV or configured a UC manager profile, users simplyopen Webex Teams and are prompted for SSO or manual credentials. No further steps are needed.


Deploy Calling in Webex Teams (Unified CM)Configure SIP Address Routing for Your Organization


The option to enter the server address or UC domain is not presented if you use service discovery withmatching login and UC domains. The option also doesn't appear if you specified a UC manager profilefor the specific domain for Phone Services.

• If you don't have autodiscovery through DNS SRV, help your users follow these steps:a) Access the Phone Services settings using the applicable Webex Teams platform:

• For Windows, click your profile picture, choose Settings, and then click Phone Services.

• For Mac, click your profile picture, choose Preferences, and then click Phone Services.

• For Android, tap your profile picture, choose Settings, and then choose Phone Services.

• For iPhone and iPad, tap your profile picture, and then choose Phone Services

b) Enter an option, depending on the authentication type and platform:

For Windows or Mac, enter one of the following:

• Server address—Enter the User Data Service (UDS) server if you don't have SRV recordsconfigured. Typically, this is the Unified CM publisher.

• UC Domain—Enter the domain name of the Unified CM that is used for service discovery.

For Android, iPhone, or iPad, enter the UDS server or domain name in the Server Address or UCDomain field, and then tap Apply or Apply Changes.

If both Server address and UC domain are configured, Server Address is used to connect to Unified CMwhileon-premises only. Autodiscovery through DNS SRV is ignored. For MRA, Server Address is ignored.

Note

c) Tell users to enter their username and password when they're prompted in the app, and then they cansign in.

The sign in screen varies, depending on the existing SSO setup.Note

Users are authenticated with phone services and can use Calling in Webex Teams (Unified CM) features.

What to do next

• Train Your Users—You can direct users to the Explore Calling in Cisco Webex Teams (Unified CM)article or use it in your training materials to assist your users with learning how to use the feature set(such as putting a call on hold in Webex Teams or using desk phone control) in Calling in Webex Teams(Unified CM).

• Troubleshoot Issues—If there are errors with registration, see the troubleshooting material in this guidefor more information.

• Reset Server Information—If you need any desktop users to reenter the server information for theUnified CM (for example, moving from a lab to production server), they must reset the database byfollowing the procedure in How Do I Reset the Database for Cisco Webex Teams?.


Deploy Calling in Webex Teams (Unified CM)Authenticate with Phone Services in Webex Teams

https://help.webex.com/article/n15ylys

https://help.webex.com/article/WBX000026247

Known Issues and Limitations With Calling in Webex Teams(Unified CM)

Mobile

• Calling in Webex Teams (Unified CM) for mobile and proximity pairing do not work together.

• When running two instances of the app on a mobile platform, a message about another active connectionappears.

• For numbers in a contact card on the mobile apps, users must tap the green video icon to see other users'numbers.

General

• Calling in Webex Teams (Unified CM) does not support the jabber-config.xml file.

•• Calling in Webex Teams (Unified CM) does not work alongside Hybrid Calling or Cisco Webex Calling(formerly Spark Call). You must disable Hybrid Calling or Cisco Webex Calling (formerly Spark Call)before you can enable Calling in Webex Teams (Unified CM) for your users. See the Prepare YourEnvironment chapter for more information on how to disable Hybrid Calling for users.

• Certificates issued with a deprecated signature algorithm (such as SHA-1) do not work; you must use asupported secure signature algorithm such as SHA-256 or later, as documented in the Certificates chapterin the Administration Guide for Cisco Unified Communications Manager.

• Cross-launch calling app functionality and Calling in Webex Teams (Unified CM) cannot be configuredfor a single user. You can use Control Hub to do overrides and set calling behavior for individualusers—for example, you may want some on Calling inWebex Teams (Unified CM) and some on a CiscoJabber app cross-launch.

• Coexistence with Jabber:

• Jabber and Webex Teams each try to register as the same softphone device in Unified CM. Aregistration popup lets you choose which client you want to use for calling.

• The registration pop-up does not show when Jabber and Webex Teams run on same machine. If auser is running both clients on the same machine, that user experiences call drops.

• Calls through Calling in Webex Teams (Unified CM) do not leverage Webex Video Mesh nodes.


Deploy Calling in Webex Teams (Unified CM)Known Issues and Limitations With Calling in Webex Teams (Unified CM)


Deploy Calling in Webex Teams (Unified CM)Known Issues and Limitations With Calling in Webex Teams (Unified CM)

C H A P T E R 4Manage and Troubleshoot Calling in WebexTeams (Unified CM)

• Access Call Statistics for Calling in Webex Teams (Unified CM), on page 63• Manage Cisco Headsets in Webex Control Hub, on page 64• Troubleshoot Issues with Calling in Webex Teams (Unified CM), on page 65• Webex Teams Desktop Error Codes For Calling in Webex Teams (Unified CM), on page 66

Access Call Statistics for Calling in Webex Teams (Unified CM)During a call, users on Webex Teams for Windows or Mac can access call statistics that indicate whether thecall is going through Unified CM.

During the active call, access the statistics using one of these steps:

• For Webex Teams for Windows, click on the profile picture, and then choose Help > Show Call Statistics.• For Webex Teams for Mac, choose Help > Show Call Statistics.

A call statistic window appears with details about the call, such as video framerate, audio codec used, packet loss, jitter,bandwidth usage, and so on. An indicator appears if the call is going through the Unified CM call control environment.


If the call does not go through Unified CM, the call statistic information is still available for the active call, but "CUCMCall" does not appear on the screen.

Manage Cisco Headsets in Webex Control HubIn the Control Hub devices view, you can get a list of all the Cisco headsets that are registered in yourorganization for tracking purposes. You can find further details and management options for each headsetentry. This information can help youmake decisions on whether headsets need to be replaced or troubleshooted.

Step 1 From the customer view in https://admin.webex.com, go to Devices and click the search drop-down to choose a devicetype.

After you choose Type, the results appear with all the devices in your organization, including headsets.


Manage and Troubleshoot Calling in Webex Teams (Unified CM)Manage Cisco Headsets in Webex Control Hub


To narrow down the results even further, you can enter search terms to match specific Cisco headset models—forexample, “Cisco 530” or “Cisco 730.”

Note

Step 2 (Optional) Check the check box next to any headset entries that you want to export a local record of, click Export asCSV, check attributes that you want to include, and then click Export.

Step 3 Click a headset entry to open an overview pane that shows the device status, who it last was connected to, search tags,actions you can take on the device (delete) and further details (connection type, serial number, and software channel).

Troubleshoot Issues with Calling in Webex Teams (Unified CM)If you see registration issues when trying to use Calling in Webex Teams (Unified CM), go through thesechecklist items before you submit a ticket.

A warning icons appear in the app if Webex Teams failed to register to Unified CM because of a sign in failureor other reason.

You can hover over the icon to show an error message that may give you clues about what to troubleshoot.Tip


Manage and Troubleshoot Calling in Webex Teams (Unified CM)Troubleshoot Issues with Calling in Webex Teams (Unified CM)

Before you begin

If https://status.webex.com shows a Webex cloud full or partial outage, Calling in Webex Teams (UnifiedCM) still works, so long as the call type is a Unified CM call. If Unified CM is not reachable from WebexTeams, users can use the Self Care Portal to set up Single Number Reach (SNR) so that calls get routed tomobile through the PSTN. For administrative steps, see the Cisco Unified Mobility Features chapter in theFeature Configuration Guide for Cisco Unified Communications Manager. For user self-care configuration,see the Self Care Portal User Guide.

Note

Step 1 Disable Hybrid Calling for users in Control Hub. (See the Prepare Your Environment chapter for further details.)Step 2 Verify that any CTI-RD or Cisco Spark-RD was removed from Unified CM for the user; if not, delete any stray remote

devices. (See the Prepare Your Environment chapter for further details.)Step 3 If your organization is enabled for a different call behavior (su as a calling app cross launch) in Control Hub, disable this

feature and reselect Calling in Webex Teams (Unified CM) because Unified CM registration and cross-launch cannotbe enabled together.

Step 4 Exit Jabber if it's installed on the same machine, because Jabber and Webex Teams cannot both be registered to UnifiedCM in softphone mode at the same time.

Step 5 Check other configuration on Unified CM. Some common culprits include the following:

• No Controlled Devices in the Unified CM end user account. Ensure that the soft phone device is added to theControlled Devices.

• Missing SUBSCRIBE Calling Search Space for Extension Mobility users. Ensure that a value is selected for thissetting.

• A missing Access Control Group permission on the end user account: Standard CTI Allow Control of Phonessupporting Connected Xfer and conf. Ensure this box is checked.

What to do next

If you addressed all of these steps and issues still persist, restart Webex Teams and then choose Help > SendFeedback to submit logs and open a case for the support team to investigate.

Webex Teams Desktop Error Codes For Calling in Webex Teams(Unified CM)

When the Webex Teams app signs in, you may see an icon on the left side that lets you know if there's anerror.


Manage and Troubleshoot Calling in Webex Teams (Unified CM)Webex Teams Desktop Error Codes For Calling in Webex Teams (Unified CM)

https://status.webex.com


https://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-user-guide-list.html

When you hover over the icon, you'll see an error code and message. Below is a list of the error codes relatedto Unified CM sign in, explanations of the issue, and possible fixes:

Explanation and Possible FixNameErrror Code

Unexpected internal error. This requires a restart andlogs to analyze. (Users can submit logs and create aticket using Webex Teams under Help > SendFeedback.)

Unknown1000:1

Unexpected internal error. The user must restart theirWebex Teams app.

InvalidStartupHandlerState1000:7

Unexpected internal error. The user must restart theirWebex Teams app.

InvalidLifeCycleState1000:8

Users can click Renew in phone services. They mayneed to try again later if it's a network or server sideissue.

SSOPageLoadError1000:400


SSOStartSessionError1000:500

Unexpected internal error. Users can click Renew inphone services. They may need to try again later ifit's a network or server side issue. We may need logsto analyze. (Users can submit logs and create a ticketusing Webex Teams under Help > Send Feedback.)

SSOUnknownError1000:600

User error caused by closing the SSO window. Userscan click Renew in phone services.

SSOCancelled1000:601

The SSO server provided an invalid cert. (Users cansubmit logs and create a ticket using Webex Teamsunder Help > Send Feedback.)

SSOCertificateError1000:603

Caused if the user types a user ID in to the SSO webpage that is different from their Webex Teams userID. Users can clickRenew in phone services and thenenter the correct ID.

SSOInvalidUserSwitch1000:604

Cannot identify the user that signed in using thebrowser. This requires logs to analyze. (Users cansubmit logs and create a ticket using Webex Teamsunder Help > Send Feedback.)

SSOWhoAmIFailure1000:605

Users can click Renew in phone services.SSOSessionExpired1000:606


InvalidBrowserResponse1000:608

Unexpected internal error. This requires logs forfurther analysis. (Users can submit logs and create aticket using Webex Teams under Help > SendFeedback.)

ServiceDiscoveryFailure1000:1001



Explanation and Possible FixNameErrror Code

Failed to sign in to Unified CM. Double-check theuser credentials.

ServiceDiscoveryAuthenticationFailure1000:1002

Failed to connect to Unified CM. This may be anetwork issue or users may need your help to inputthe UC domain or the server. This needs logs forfurther analysis. (Users can submit logs and create aticket using Webex Teams under Help > SendFeedback.)

ServiceDiscoveryCannotConnectToCucmServer1000:1003

Unable to detect the on-premises calling serveraddresses. This can be solved by the user entering theUC domain or the server or by you setting the properSRV records. This needs logs for further analysis.

ServiceDiscoveryNoCucmConfiguration1000:1004

Unable to find the on-premises calling serveraddresses on the DNS. This can be solved the userentering the UC domain or the server or by you settingthe proper SRV records. This needs logs for furtheranalysis. (Users can submit logs and create a ticketusing Webex Teams under Help > Send Feedback.)

ServiceDiscoveryNoSRVRecordsFound1000:1005

Unable to connect or to authenticate for MobileRemote Access (MRA).Verify user credentials, theMRA SRV record, and the MRA server status.

ServiceDiscoveryCannotConnectToEdge1000:1006

We couldn't find cached information about the on-premises calling server and the user has no network.Check the network connectivity.

ServiceDiscoveryNoNetworkConnectivity1000:1007

Either the MRA server or one of the on-premisesservices provided an invalid certificate. Verify thatthe certificates installed on the servers are valid.

ServiceDiscoveryUntrustedCertificate1000:1008

Unexpected condition. Requires logs to for furtheranalysis. (Users can submit logs and create a ticketusing Webex Teams under Help > Send Feedback.)

ServiceDiscoveryNoUserLookup1000:1010

The MRA server refused to provide an access tokenand returned a 403 error. Check the configuration onthe MRA Expressways and the Unified CM.

ConnectionFailedByMRAPolicy1000:1100



A P P E N D I X AAppendix

• Quality of Service, on page 69• Allow Untrusted Certificates on Unified CM, on page 72

Quality of Service

Quality of Service OptionsUse the following options to configure the quality of service for Webex Teams:

• Supported Codecs, on page 69

• Define a Port Range on the SIP Profile, on page 70

• Set DSCP Values, on page 70

Supported CodecsWebex Teams forWindows

Webex Teams forMac

Codec TypeCodecType

YesYesA-lawG.711Audio

YesYesµ-law/Mu-law

YesYesG.722

YesYes24 kb/s and 32 kb/sG.722.1

NoNoG.729

YesYesG.729a

YesYesOpus

YesYesH.264/AVCVideo


Define a Port Range on the SIP ProfileThe client uses the port range to send RTP traffic across the network. The client divides the port range equallyand uses the lower half for audio calls and the upper half for video calls. As a result of splitting the port rangefor audio media and video media, the client creates identifiable media streams. You can then classify andprioritize those media streams by setting DSCP values in the IP packet headers.

Step 1 Open the Cisco Unified CM Administration interface.Step 2 Select Device > Device Settings > SIP Profile.Step 3 Find the appropriate SIP profile or create a new SIP profile.

The SIP Profile Configuration window opens.

Step 4 Specify whether you want common or separate port ranges for audio and video. If you are separating your audio andvideo port ranges, provide audio and video ports. Specify the port range in the following fields:

• Start Media Port—Defines the start port for media streams. This field sets the lowest port in the range.

• Stop Media Port—Defines the stop port for media streams. This field sets the highest port in the range.

Step 5 Select Apply Config and then OK.

Set DSCP ValuesSet Differentiated Services Code Point (DSCP) values in RTP media packet headers to prioritize WebexTeams traffic as it traverses the network.

Set DSCP Values on Cisco Unified Communications ManagerYou can set DSCP values for audio media and video media on Cisco Unified Communications Manager.Webex Teams can then retrieve the DSCP values from the device configuration and apply them directly tothe IP headers of RTP media packets.

Operating systems such as Microsoft Windows 7 or 10 have a security feature that prevents applications fromsetting DSCP values on IP packet headers. For this reason, you should use an alternate method for markingDSCP values, such as Microsoft Group Policy.

Restriction

Step 1 Open the Cisco Unified CM Administration interface.Step 2 Select System > Service Parameters.

The Service Parameter Configuration window opens.

Step 3 Select the appropriate server and then select the Cisco CallManager service.Step 4 Locate the Clusterwide Parameters (System - QOS) section.Step 5 Specify DSCP values as appropriate and then select Save.


AppendixDefine a Port Range on the SIP Profile

Step 6

Set DSCP Values With Group PolicyIf you deploy Webex Teams for Windows on an operating system such as Microsoft Windows 7 or later, youcan use Microsoft Group Policy to apply DSCP values.

Complete the steps in the following Microsoft support article to create a group policy:http://technet.microsoft.com/en-us/library/cc771283%28v=ws.10%29.aspx

You should create separate policies for audio media and video media with the following attributes:

These directions apply to Unified CM calls that go through Webex Teams. For Webex Teams only calls, usethe guidelines in Network Requirements for Webex Teams.

Signaling PolicyVideo PolicyAudio PolicyAttributes

CiscoCollabHost.exeCiscoCollabHost.exeCiscoCollabHost.exeApplication name

TCPUDPUDPProtocol

5060 for SIPCorresponding portnumber or range fromthe SIP profile on CiscoUnifiedCommunicationsManager.

Corresponding portnumber or range fromthe SIP profile on CiscoUnifiedCommunicationsManager.

Port number or range

243446DSCP value

Set DSCP Values on the NetworkYou can configure switches and routers to mark DSCP values in the IP headers of RTP media.

To set DSCP values on the network, you must identify the different streams from the client application.

• Media Streams— Because the client uses different port ranges for audio streams and video streams, youcan differentiate audio media and video media based on those port range. Using the default port rangesin the SIP profile, you should mark media packets as follows:

• Audio media streams in ports from 16384 to 24575 as EF

• Video media streams in ports from 24576 to 32767 as AF41

• Signaling Streams—You can identify signaling between the client and servers based on the various portsrequired for SIP, CTI QBE, and XMPP. For example, SIP signaling between Webex Teams and CiscoUnified Communications Manager occurs through port 5060.

You should mark signaling packets as CS3.

• For port ranges for Webex Teams only calls, use the guidelines in Network Requirements for WebexTeams.


AppendixSet DSCP Values With Group Policy

http://technet.microsoft.com/en-us/library/cc771283%28v=ws.10%29.aspx




Allow Untrusted Certificates on Unified CMIf needed, you can use Control Hub to allow untrusted certificates from your Unified CM. They may beuntrusted because they're self-signed or if the certificate doesn't match the address that is being used for theconnection.

This setting downgrades your deployment's security. We strongly advise that you use a more secure methodfor certificate trust. Use this method as a last resort for limited deployments, such as those in a lab testingenvironment.

Caution

Before you begin

Before you use this option, understand certificate requirements and best practices Certificate Requirementsfor Calling in Webex Teams (Unified CM), on page 25.

Step 1 From the customer view in https://admin.webex.com, go to Services, and then choose Client Settings from the callingcard.

Step 2 In Unified CM Settings, toggle on Allow Unified CM registration without trusted certificate.

After this toggle is enabled, Webex Teams apps register to the premises, regardless of what type of certificate is beingused.


AppendixAllow Untrusted Certificates on Unified CM


deployment guide for calling in webex teams (unified cm) · •hold/resume—usersplaceacallon...

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