Frequently Asked Questions
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Is it possible to configure a voicemail to play a greeting, but not allow a caller to leave a voicemail?
Yes, this can be done by activating the Extended Away greeting. This will play a greeting for the caller and disables the ability for the caller to leave a message.
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Is there a paging capability from the mobile app if there is a call parked?
You must use a desktop phone to page callers within your location. Paging functionality is not supported on the mobile app.
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Can you deactivate the voicemail passcode?
It is required for all users to enter the voicemail passcode to access their voicemail box. This function cannot be disabled.
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What are the format requirements to upload a voicemail greeting?
Voicemail greetings are required to be formatted as CCITT u-Law 8,000 kHz, 8 bit mono .WAV file. For more information on voicemail greetings, go here.
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What is the limit for the voicemail storage?
Maximum voicemail message length per message is 10 minutes. Combined storage limit per voicemail box is approximately 35Mb. This is equal to about 100 voicemail minutes or around 1000 pages of fax messages.
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How do I forward calls directly to voicemail?
Transfer the call using the *55 feature access code. Go here to learn more about transferring directly to voicemail.
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How do I transfer a voicemail to another extension?
In the Voice Portal select, option 1, option 1, option 9, option 2, option 3, then enter the extension followed by the pound (#) sign.
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How do I enable the Simultaneous Ring feature?
Simultaneous ring is enabled in the Calling User Portal under Call Settings. To learn more about setting up this feature go here.
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What is Office Anywhere?
Office Anywhere gives you the ability to direct your phone calls to a specific offsite phone number, as well as the ability to call into the Office Anywhere portal to make outbound calls so that calls appear to be originating from your Calling device. To learn more about Office Anywhere, go here.
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What is the Business Continuity feature?
The Business Continuity feature allows you to choose a phone number (other than your office number) where call can be routed in the event your office phone is not reachable, disconnected, or service is unavailable. Once any phone continuity issues have been resolved, calls will automatically route back tor your office phone. Business Continuity is a user-level feature. It is also available on Hunt Groups. To learn more about Business Continuity, go here. To learn more about Hunt Groups, go here.
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How do I enable and disable the Do Not Disturb feature?
Do Not Disturb enables you to send all calls directly to voicemail. When this feature is enabled, your phone will not ring. You can activate this feature by pressing the DND softkey on the device or turning the feature on/off within the Calling User Portal. Go here to learn how.
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How do I configure Office Anywhere?
Office Anywhere is configured per user in the Calling User Portal. Click Call Settings. On the Incoming Calls tab, enable the Office Anywhere feature to expand settings. Go here to learn how to configure all available settings.
- How do I use the Hoteling feature?
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Can I use a number that’s not in Control Hub as my Caller ID number?
This functionality is not currently supported in the WebEx Calling offering.
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How do I configure voicemail for a hunt group?
Voicemail is not currently included with the Hunt Group site service. However, you can forward Hunt Group calls to the voicemail of an assigned user, or a license can be assigned solely for the purpose of receiving voicemails from the Hunt Group. Learn more about editing the call forwarding options for a Hunt Group here. Contact Calling HelpDesk for detailed configuration instructions.
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How do I change the main number for my location?
From the Control Hub, select the Services tab. On the Calling tile, select Location. Select the location you would like to modify and then select the new number from the drop-down menu under Main Number.
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I have a question about my bill. Where do I go for billing questions?
For billing and billing system related issues, go here and please submit a ticket to the Cisco Global TAC.
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What is the Business Continuity feature?
The Business Continuity feature allows you to choose a phone number (other than your office number) where call can be routed in the event your office phone is not reachable, disconnected, or service is unavailable. Once any phone continuity issues have been resolved, calls will automatically route back tor your office phone. Business Continuity is a user-level feature. It is also available on Hunt Groups. To learn more about Business Continuity, go here. To learn more about Hunt Groups, go here.
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What is an Auto Attendant?
Auto Attendants are used to route calls to various destinations, employees within your company, specific groups of employees, voicemail, or other outside numbers. They provide callers with your company greeting and dialing menu options. Greetings can be system generated or customized. Go here learn how to configure your Auto Attendant.
- How do I use the Hoteling feature?
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Can I use Sharing for users on devices at another location?
Sharing is limited to a location. A device cannot be shared with a device at another location. To learn more about the Sharing feature go here.
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How do I configure Push To Talk for Webex Calling for SPs and Webex Calling for VARs?
The push-to-talk feature is a user-level feature that is configured by administrators in Control Hub. Select the Users tab. Select the user you would like to modify and then click Calling. Next, select Advanced Call Settings and then Push to Talk. Go here for additional configuration details.
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Is the system set to block collect calls by default?
Yes, the system is set to block collect calls by default. To learn how to modify this feature and other Calling Permissions features go here.
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What is the limit for the number of end points with which I can share a station?
User stations can be shared with five end points.
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Does the Fax Messaging feature require an additional phone number?
Yes, Fax Messaging requires a dedicated telephone number. For more information on the Fax Messaging feature, go here.
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How do I reset my Voice Portal password?
From Control Hub, go to the Services tab. Select Locations in the Calling tile. Find and select the location you would like to edit and then select Voice Portal. Enter the new passcode, confirm the new passcode, and click Save. View the Voice Portal guide to learn more.
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Is Business Continuity available for Call Queues?
The Business Continuity feature is not currently supported on Call Queue. However, if service is disrupted to a location with a Call Queue, the calls can be routed to an overflow destination that is off network. This will allow calls to be answered in the event service is disrupted at the location. To learn more about Call Queues, go here. To learn more about the Business Continuity feature, go here.
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What is the character limit on Caller ID?
15 characters (including spaces).
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Where is Webex Calling available?
Calling services are available for sale via the Cisco Collaboration Flex Plan with select partners in a number of countries, world wide.
For a complete list, including countries where calling services can be deployed but not sold, click here.
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Does the Fax Messaging feature support outbound fax?
Fax messaging is an inbound-only, fax-to-email feature and does not include outbound faxing. For more information about the fax messaging feature, go here.
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How do I set my business hours and holiday schedule?
Business Hours and Holiday Schedules are configured in the Calling Admin Portal. Once configured, they can be assigned to Auto Attendants and Call Queues and used to route callers to specific destinations based on the time of the day, day of the week, or on selected holidays. Go here to learn how to set up Business Hours and Holiday Schedules.
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How do I configure a device to be used with my Cisco Webex Calling service?
From Control Hub, add the device, assign the phone number and associate the device with a user. Devices that are assignable to users are Phones and ATAs. Webex video devices (DX-x and Room systems) only apply to Workspaces.
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What is the correct format and maximum file size for an Auto Attendant greeting?
All greetings must be formatted as CCIT u-Law 8.000kHz, 8 bit Mono .WAV with a maximum file size of 2000 KB or about 4 minutes of recording.
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How do I record and upload a greeting for an auto attendant or voicemail?
You can use any media recording application to record a greeting. The audio (WAV) file must meet the following requirements:
- 8 or 16 khz
- 8 or 16 bit mono
- u-law, A-law, or PCM
- Maximum file size of 2MB (or approximately 4 minutes of playback).
Go here to learn how to upload your Auto Attendant greeting. Go here to learn how to upload your voicemail greeting.
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How do I set up alternate numbers for site services in Calling Admin Portal?
Log in to the Calling Admin Portal and select Advanced Services. Then select the service you would like to configure. From the configuration menu, select Alternate Numbers. Then select Add, the number and ring pattern you would like to use. Select Save to save your changes. To learn more about Alternate Numbers, go here.
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What are location codes?
Location codes are pre-fixes that are dialed prior to calling another user in your organization. With the location code feature, administrators can create a unique, one-to-six-digit code for a single site. When enabled, users from one site can call another using the location code plus extension instead of a full telephone number. To learn how to configure location codes, go here.
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What is the Feature Access Code for Barge in?
Enter *33 plus the extension you wish to barge in on. For more information on the barge-in feature, go here.
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Can I activate collect calls internationally?
International collect calls are only supported if they are mandatory (Brazil), and are not supported in the EU. Go here to learn more about managing user’s calling permissions.
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Where do I go to configure my features once I have completed adding them in Control Hub?
From your Control Hub Customer Overview page, select the gear icon in the Calling tile, and you will be routed to the Calling Admin Portal. For more information on how to access the Calling Admin Portal from Control Hub, read this guide.
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How do I configure Group Paging?
Group Paging is configured in Control Hub. Go to the Services tab and then select Features in the Calling tile. Select Paging Group from the top navigation. To understand all of the setting options, go here.
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What is the file-size limit and required format for Music on Hold?
Files must be formatted as a .wav file. CCITT u-Law or a-Law settings and 8kHz, 8 bit mono attributes. Max file size is 4.6 MB for approximately 10 mins of playback. Go here to learn more about Music on Hold.
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Can I configure specific softkeys on my phone (DND, Call Forwarding, etc.)?
While certain features will automatically configure the line keys on the device (monitoring, sharing, line appearances, etc.), it’s possible to configure custom softkeys for MPP devices (press and hold an available softkey). To learn more about monitoring, go to this guide. To learn more about sharing, go to the Shared Call Appearance guide.
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How do I add additional Admin users to my organization?
User roles are managed in Control Hub. Log in to your enterprise and then click Users. Select the user to assign admin privileges to. From the menu on the right, click Roles and Security. Finally, select from the optional Administrator Roles. Go here to learn more.
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What is the maximum number of users I can monitor at one time?
The maximum number of monitored lines is 50. However, bandwidth should be considered when setting up the Monitoring feature for users. This can also be restrained based on the line buttons on the phone. For more information on Monitoring, go here.
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Can I program a list of speed dials, set to soft keys, and upload it to all user devices at a location?
You cannot program speed dial numbers on a site-wide basis. This is done per user by adding the phone number to “My Contacts.” To learn more about programming your My Contacts list go here.
- How do I assign the Receptionist Client to a user?
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How many Alternate Numbers can be assigned to the Auto Attendant?
Up to 10 Alternate Numbers. For more information about how to manage auto attendants, visit this guide.
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What greeting is played during the Holiday Schedule hours?
The Holiday Schedule uses the After Hours Auto Attendant greeting. For more information on schedules, go here.