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How does Webex Calling Work?



webex calling title image

Webex Calling is a comprehensive cloud-based phone system that empowers organizations to make and receive calls from anywhere, using any device. By seamlessly integrating with the Webex collaboration platform, it offers a unified experience for all your communication needs.

Webex Calling Features at a Glance:

Feature Description
Audio and Video Calls Crystal-clear audio and HD video quality
Call Management Hold, resume, transfer, and forwarding capabilities
Visual Voicemail Easy access and management of voicemail messages
Directory Integration Quick access to contacts with real-time presence information
Advanced Analytics Real-time and historical data on call performance
Collaboration Tools Screen sharing and whiteboarding during calls
Mobile Accessibility Cross-device functionality for flexible remote work
Third-party Integrations Connect with popular business applications
Security and Compliance End-to-end encryption and compliance standards

How Webex Calling Works

Webex Calling leverages cloud technology to provide users with enterprise-grade calling features, allowing businesses to replace their on-premise PBX system with a more flexible and scalable solution. Users can make calls directly from the Webex App, available on desktop, mobile, and web platforms.

Webex Calling is a cloud-based Voice over Internet Protocol (VoIP) technology. It utilizes Session Initiation Protocol (SIP) for calling and Real-time Transport Protocol (RTP) for media transmission.

When a user places a call through the Webex App or a compatible IP phone, the call is securely routed through Cisco's cloud infrastructure. The system employs advanced call control mechanisms to manage features such as call forwarding, voicemail, and conferencing.

For external calls, Webex Calling interfaces with the Public Switched Telephone Network (PSTN) either through local gateways or cloud-based PSTN connectivity options, utilizing SIP trunking for efficient call handling.

Cloud Infrastructure

Webex Calling is built on Cisco's global cloud infrastructure, utilizing strategically located data centers across multiple regions. This design ensures redundancy and low-latency access for users worldwide. At its core, Webex Calling is powered by a cloud-native implementation of Cisco's Unified Communications Manager (UCM) technology, providing a robust foundation for its features.

Signaling and Media Protocols

Webex Calling employs standard VoIP protocols for its operations:

  • SIP (Session Initiation Protocol): Handles call signaling and setup

  • RTP (Real-time Transport Protocol): Manages media transmission

  • SRTP (Secure Real-time Transport Protocol): Ensures encrypted media transfer

When a user initiates a call through the Webex App or a compatible IP phone, the system uses these protocols to establish and maintain the connection securely through Cisco's cloud infrastructure.

Cisco Webex Means Security

Cisco is known for their top security features, and Webex Calling was designed with end-to-end encryption. The system implements end-to-end encryption by default for all Cisco endpoints and Calling clients, covering:

  • Encrypted phone registration

  • Encrypted call signaling

  • Encrypted audio and video streams

  • Encrypted voicemail

Webex Calling uses TLS (Transport Layer Security) for secure signaling and SRTP for media encryption, ensuring that all communications remain confidential.

Additional Security Features of Webex Calling:

  • Highly secure, compliant data centers with 24/7 onsite security

  • Secure device configuration

  • Key Management Service (KMS) for cryptographic key management

  • Customizable security controls

  • Regional data storage options

  • Domain verification for proper Hybrid Services functionality

PSTN Connectivity

For external calls, Webex Calling interfaces with the Public Switched Telephone Network (PSTN) through two primary methods:

  • Cloud Connect: Utilizes Cisco-certified PSTN providers in over 60 markets globally

  • Local Gateway: Allows customers to use existing PSTN providers in more than 160 markets

Both options employ SIP trunking for efficient call handling and seamless integration with the cloud infrastructure.

webex calling flow diagram between PSTN and CUCM

Device Integration and Media Path Optimization

To optimize call quality and reduce latency, Webex Calling uses ICE (Interactive Connectivity Establishment) for media path optimization. This allows for direct media paths between endpoints when possible.

  • Cisco IP Phones (6800, 7800, and 8800 Series)

  • Webex Desk Devices and Room Systems

  • Specialized devices (DECT phones, ATAs)

  • Select third-party IP phones

Both options employ SIP trunking for efficient call handling and seamless integration with the cloud infrastructure.

API Integration

Webex Calling provides a comprehensive set of APIs for integration and customization. The system is managed through the centralized Control Hub, which offers user and device provisioning, feature configuration, analytics, reporting, and troubleshooting tools.

  • Real-time calling APIs for soft-phone experiences

  • Device management APIs

  • Feature configuration APIs

  • Reporting and analytics APIs

Dedicated Instance Option

For enterprises with specific requirements, Webex Calling offers a Dedicated Instance option. This provides a dedicated cloud instance based on Cisco Unified Communications Manager architecture, offering additional customization and support for legacy integrations.

Webex Calling for Collaboration

Putting it head-to-head with Microsoft Teams, Webex Calling expands it's calling features to also include collaboration tools perfect for internal or external communication. Some of it's features include:

  • Click to Switch Communication Methods: Escalate chat conversations to voice or video calls with a single click

  • Share Your Screen: Collaborate on documents or presentations during calls

  • Whiteboard's: Use the integrated whiteboard feature for real-time visual collaboration and brainstorming sessions with your team

  • 3rd Party Integrations Webex hosts the Webex App Hub that invites 3rd party tools that integrate with their platform to give customers even more options.

Be sure to check out Expo XT on the Webex App Hub!

On-Premises + Cloud = Webex Hybrid Calling

While the cloud has tons of inviting features, not every business is ready to abandon their Cisco UCM, thus, Webex Hybrid Calling. For organizations looking to maintain their existing infrastructure while embracing cloud capabilities, Webex Hybrid Calling offers the perfect solution. It allows organizations to keep their Cisco Unified Communications Manager (UCM) but incorporate Webex services to get the access to expanded features. It also gives enterprises more time to switch over their complex voice networks.

Webex Calling is the Next Chapter

Cloud-based communication, all-in-one platforms, and AI automation is the way the world is heading, and Webex Calling is spearheading the change. By leveraging the power of cloud technology and integrating seamlessly with other collaboration tools, Webex Calling provides a flexible, secure, and feature-rich solution for modern business communication needs. Whether you're a small business or a large enterprise, Webex Calling can help streamline your communication processes and enhance team collaboration.

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