Webex Calling deployment: A practical guide for IT teams | Pure IP Blog

For years, on-premise PBXs did the job. They were predictable. They were owned. They sat in closets and data centers and quietly routed calls. But they were also rigid, expensive to maintain, and slow to adapt. Every move, add, or change meant hardware, licenses, and vendor tickets.

Cloud calling flips that model.

Webex Calling replaces on-premise call control with a cloud-native service built on Cisco’s global infrastructure. It removes hardware dependencies, simplifies management, and aligns voice with the rest of the modern collaboration stack. That shift is accelerating as Cisco expands its Cloud Connect ecosystem, giving enterprises more direct paths to PSTN without running gateways of their own.

This guide is written for the people who actually have to make that move work. IT administrators, telecom leads, and UC decision-makers who need a clear view of what is involved, what can go wrong, and how to deploy Webex Calling without disrupting the business.

We will cover what Webex Calling is, how licensing works, how Cloud Connect fits into PSTN strategy, how to set the platform up, and how to migrate from a legacy PBX with minimal risk.

What is Webex Calling?

Webex Calling is Cisco’s cloud-based enterprise calling service. It delivers business phone system features without requiring on-premise call control hardware.

At its core, Webex Calling provides call routing, voicemail, auto attendants, hunt groups, and enterprise PSTN connectivity through the cloud. Users place and receive calls using desk phones, softphones, or the Webex app, all managed through a centralized admin portal called Control Hub.

Webex Calling is part of Cisco’s broader UCaaS portfolio. It integrates with Webex Meetings, messaging, and devices, but it can also stand alone as a pure cloud calling platform. PSTN connectivity can be delivered through Local Gateway, Cloud Connect providers, or a mix of both, depending on regional requirements and enterprise design.

For organizations moving away from legacy PBX systems, Webex Calling offers a direct path to cloud calling without abandoning Cisco’s enterprise voice model.

Pre-deployment checklist

A successful Webex Calling deployment starts before anything is turned on. Skipping preparation is the fastest way to create call quality issues, failed migrations, and frustrated users.

Before starting your Webex Calling setup, review the following areas.

Network readiness

• Validate bandwidth at each site and for remote users.
• Confirm QoS policies are in place for voice traffic.
• Test latency, jitter, and packet loss against Cisco requirements.

PSTN strategy

• Decide how users will connect to the public telephone network.
• Evaluate Cloud Connect providers available in each country.
• Identify where Local Gateway is still required for regulatory or legacy reasons.
• Confirm number portability timelines.

User and number mapping

• Inventory existing extensions, DIDs, and call flows.
• Identify shared lines, call queues, and auto attendants.
• Map users to locations for emergency calling compliance.

Deployment model

• Full cloud deployment using Cloud Connect.
• Hybrid PSTN with Local Gateway during migration.
• Long-term mixed model for complex regions.

Devices and endpoints

• Identify supported Cisco IP phones and soft clients.
• Plan for firmware updates or device replacements.
• Validate headset and peripheral compatibility.

The key decision here is PSTN design. Cloud Connect simplifies many deployments, but it is not universal. Enterprises often mix options across regions.

Licensing and subscriptions explained

Webex Calling licensing is flexible, but it can be confusing without context.

At a high level, each user who makes or receives calls needs a Webex Calling license. These licenses are typically purchased as part of the Cisco Collaboration Flex Plan, which bundles calling, meetings, and messaging under a single agreement.

Webex Calling license basics

• Assigned per user.
• Enables cloud call control, voicemail, and core calling features.
• Managed centrally through Control Hub.

Cisco Collaboration Flex Plan

• Subscription-based licensing model.
• Supports Webex Calling with either Cloud Connect or Local Gateway PSTN.
• Simplifies scaling across regions and business units.

Cloud Connect considerations

• PSTN service is purchased separately from a Cisco-certified provider.
• Providers are pre-integrated into Control Hub.
• Billing, provisioning, and number management are streamlined.

Common add-ons

• Voicemail transcription.
• Call recording.
• Advanced call queues.
• Compliance and analytics services.

Licensing decisions should reflect how users work and where they are located. Cloud Connect reduces operational overhead, but Local Gateway may still be required for specific use cases.

Step-by-step Webex Calling setup process

1. Access Cisco Control Hub

Control Hub is where Webex Calling lives.

• Log in with admin credentials.
• Verify organization provisioning.
• Review domains, identity, and service entitlements.

This is also where Cisco Webex onboarding begins for new deployments.

2. Configure locations

Locations define dialing behavior and PSTN routing.

• Create locations by country or site.
• Assign emergency calling addresses.
• Set default dialing rules.

Cloud Connect providers are assigned at the location level, which makes multi-country deployments easier to manage.

3. Add users

Users can be added manually, via bulk upload, or through directory sync.

For each user:

• Assign a Webex Calling license.
• Assign an extension and DID.
• Apply calling permissions.

Cloud Connect simplifies number assignment because numbers are provisioned directly in Control Hub, rather than through carrier portals.

4. Set up PSTN Connectivity

This is where Cloud Connect comes into play.

Cloud Connect (Cisco Cloud Connected PSTN)

• Cisco-certified PSTN providers integrated directly into Webex Calling.
• No on-premise SBC or gateway required.
• Faster deployment and simpler ongoing management.
• Ideal for greenfield sites and cloud-first strategies.

Local Gateway

• Uses Cisco CUBE to connect existing SIP trunks.
• Required for some regulatory environments.
• Common during phased migrations.

Many enterprises start with Local Gateway and transition to Cloud Connect as contracts expire.

5. Configure call features

• Auto attendants.
• Call queues.
• Voicemail policies.
• Business hours and routing rules.

These configurations are consistent regardless of PSTN model.

6. Test before go-live

• Internal calling.
• External inbound and outbound calls.
• Emergency calling validation.
• Failover testing.

Migrating from a legacy PBX

Migration is where design choices matter most.

There are three common migration approaches.

Phased migration

• Legacy PBX coexists with Webex Calling.
• Local Gateway is typically used.
• Cloud Connect introduced site by site.

Hybrid deployment

• Some regions use Cloud Connect.
• Others remain on existing carriers.
• Centralized control through Control Hub.

Full cloud cutover

• All users move to Webex Calling with Cloud Connect.
• Simplifies architecture.
• Requires strong coordination.

Cloud Connect is often the turning point that allows enterprises to fully retire PBX infrastructure. By removing SBCs and carrier contracts from the equation, voice becomes another cloud service.

Common migration challenges

• Number porting delays.
• Country-specific PSTN rules.
• Fax, alarm, or elevator lines.
• User expectations shaped by legacy systems.

Clear communication and phased testing reduce risk.

Post-deployment best practices

Deployment is not the end.

Monitor call quality

• Use Control Hub analytics.
• Review MOS scores by location and provider.
• Compare Cloud Connect performance across regions.

Optimize PSTN usage

• Identify underused numbers.
• Adjust Cloud Connect provider assignments if needed.
• Retire unused Local Gateways.

Support adoption

• Provide short training sessions.
• Focus on voicemail, call forwarding, and mobile use.
• Offer clear escalation paths.

Cloud Connect reduces day-to-day voice management, but governance still matters.

Common mistakes to avoid

• Treating PSTN as an afterthought.
• Assuming one PSTN model fits every country.
• Rushing Cloud Connect activation without porting readiness.
• Ignoring emergency calling setup.
• Recreating PBX complexity in the cloud.
  
  

Pure IP is a Cisco-certified Cloud Connect partner. That means PSTN delivered directly into Webex Calling, backed by a global voice network built for enterprises, not adapted from consumer telephony. For IT teams, it removes another layer of complexity. Numbers, routing, and regions are managed in Control Hub, not across carrier portals and gateways.

If cloud calling is the destination, Cloud Connect is the shortest path. And with a certified partner that understands both Cisco and global voice, the move becomes predictable, supportable, and ready to scale. Contact us to start scoping your solution.