What's new in Webex Calling?

What's new?

 

  • Launching the Webex Attendant Console

Introducing the Webex Attendant Console, which is a modern user experience for front office operators and receptionists. This web-based client seamlessly integrates into the Webex App.

Webex Attendant Console provides the following:

• A comprehensive attendant experience.

• Attendants have visibility into incoming calls, calls waiting, call queues, parked calls, presence information, call control features, and key calling KPIs.

For more details, see Get started with the Attendant Console.

 

  • Additional feature support for Location Administrator

Location administrators can now configure additional features such as announcement repository, music on hold, call queue agent report, and virtual extension range.

For details, see Delegate location administration.

 

  • Busy Lamp Field (BLF) Call Pickup Notification on the Webex App

This capability allows Webex Calling users to monitor the line status of another user and receive notifications on their Webex App for any incoming calls to the monitored line. This notification is helpful for Directed Call Pickup scenarios where Calling users can answer calls coming to their coworker's phone line, if they aren’t available. Users can use the notification pop-up window to answer the incoming call on their Webex App.

For details, see Monitor other user's line status and call park extensions.

 

  • Executive and Executive Assistant settings in the Calling User Portal are available in the Control Hub

Administrators can configure a user as an executive or an executive assistant in the Control Hub directly, without cross-launching to the Calling User Portal.

For details, see Configure executive or executive assistant services for users.

 

  • Enforce Outside Access Code for PSTN calls

Webex Calling administrators can enable a configuration toggle that requires Webex Calling users to dial the Outbound dial digit before placing external calls.

For details, see Configure your Webex Calling dial plan.

 

  • Fixed an issue with the Answered Calls KPI in the Detailed Call History dashboard of Webex Calling analytics
A fix to the Answered Calls KPI has been released in the Detailed Call History dashboard of Webex Calling analytics. For users on mobile devices, the extra notification record included when the call was answered isn’t counted towards the total number of records. This change may cause a slight adjustment to the Answered Calls KPI.
 
  • Support monitored line displays on secondary devices.

Display monitored lines based on line key templates for secondary devices in addition to the primary device.

For details, see Monitor other user's line status and call park extensions, Configure layouts for Cisco MPP devices in Control Hub, Configure and manage line key assignments in Control Hub, and Configure and modify device settings in Webex Calling.

 

  • User settings in the Calling User Portal are available in the Control Hub

Administrators can configure the following user settings in the Control Hub directly, without cross-launching to the Calling User Portal.

• This toolbar shows high-level status information of Webex services and links to status.webex.com if you want to view detailed information.

• Simultaneous Ring

• Single Number Reach

• Connected Line ID Privacy for Redirected Calls

• Hoteling

• Timezone for Virtual Line.

 
 
  • Provision migration from Unified Communication Manager to Webex Calling Migrations Insights

Generate reports on Unified Communication Manager users, device eligibility, device pool numbers, and other data used in technical and business decision making when preparing for a migration to Webex Calling.

For details, see Migration Insights.

 
  • Retiring the Webex Calling Engagement and Quality reports

The Webex Calling Engagement and Quality reports will retire on December 1, 2023. You can use the new Webex Calling Media Quality report to get call quality and usage information of call legs.

 

  • New fields in Webex Calling Detailed Call History report

The Webex Calling Detailed Call History report is updated with the following fields:

• Ring duration

• Release time

• Answer indicator

• Final local sessionID

• Final remote sessionID.

These new fields help to better assist customers by pinpointing when a call transfer happened, which you can then use to example the relevant records more easily to find the necessary information.

 

  • Support for bulk updates of Calling schedules

Updating schedules across multiple locations is currently a tedious and manual process. This feature supports applying a schedule to multiple locations at the same time.

For details, see Create and configure a schedule in Control Hub

 

  • Allow extension dialing between Webex Calling locations

Webex Calling administrators can set up a policy to determine if users can dial extension numbers to reach individuals in different locations. This option is enabled by default. Leave the option enabled, if you do not have duplicate extensions across locations. If duplicate extensions exist in different locations, disable this option. 

For details, see Configure your Webex Calling dial plan

What do you need to do?

  • Review the above features
  • Bookmark our website so you don't miss out on updates and actions you may need to take. You can also register your details to receive future Webex service notifications.