Enterprises everywhere now rely on digital collaboration tools like video conferencing, online events, and instant messaging to stay connected and productive in the hybrid workplace. And among the many platforms available, Webex from Cisco has long been a stand-out solution for businesses of all sizes. It brings together a suite of messaging, meetings and other features for a streamlined and unified experience.
Now with the addition of Webex Calling, businesses can add calling into the mix and join a growing number of enterprises who use Webex as their phone system every day. With now over 10 million users on Webex Calling alone, the solution has nearly doubled its install base year over year.
If you’re an existing Webex customer and already benefitting from its features, Webex Calling can easily be added to the toolkit for an all-in-one experience. And if you’re not already an existing Webex customer, it’s easy to get going and can even connect to your existing on-premise equipment if required.
In this guide, we’ll look at the following areas in more detail
Webex Calling is a cloud-based phone system offered by Cisco that enables users to make and receive calls from any device including desktops, laptops, tablets and smartphones. It includes enterprise-grade calling features such as call forwarding, voicemail and conference calling. Being fully cloud-based, it eliminates the need for businesses to manage their own on-premise phone system.
Webex Calling is built on top of the Webex platform, which is a popular video conferencing and collaboration tool delivered by Cisco with a product line that includes Webex Meetings, Webex Webinars etc. This means Webex is a fully integrated communication platform bringing calling into a suite of other Webex services like conferencing, events, webinars, messaging, Contact Center and more. The service is accessible via a web browser or a dedicated application, making it easy to use and manage.
Since Webex Calling integrates seamlessly with other Cisco collaboration tools, users can easily switch between these tools and provides a consistent user experience across all platforms. For example, you can easily move from a Webex Call to a Webex Meeting, or move from one device to another.
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Webex Calling is a cloud-based service that uses Voice Over Internet Protocol (VoIP), which means it relies on the internet to make and receive calls. When a call is made, the voice data is transmitted over the internet as digital packets. The packets are then reassembled at the other end, and the voice is heard by the receiver.
In order to make external calls with any cloud-based phone system, users will first need to get external connectivity using SIP technology commonly referred to as the Public Switched Telephone Network (PSTN). Webex Calling offers three ways to do this:
This option is ideal for businesses that want to manage their Calling Plans in house.
This option is best for those who want to tap into the cost-savings and benefits of working with a telecommunications provider and who require geographic coverage in those regions that aren’t covered with Cisco Calling Plans. Certified Calling Providers also provide the ideal option for Contact Centers where greater concurrency and a wide range of service numbers are often required.
With its flexibility, collaboration tools, and robust security features, Webex Calling is the ideal choice for businesses looking to stay connected in the digital age.
Flexibility
With Webex Calling, you can make and receive calls from anywhere in the world as long as you have an internet connection. This means that you can work from home, on the go, or in the office without ever having to worry about missing a call. Additionally, Webex Calling offers features like voicemail, call forwarding, and call transfer, which make it easy to manage your calls no matter where you are.
Scalability
With Webex Calling, you can easily add or remove users as your business grows or changes. This means that you can start with a small number of users and expand as needed without having to worry about purchasing new hardware or software.
Reliability
Webex Calling is built on a global infrastructure of data centres that deliver proven 99.999% availability. It is also available with survivability options for any deployment model that provides calling redundancy even when the cloud is not accessible.
Security
Webex Calling promises to provide a high-quality user experience, without compromising on security. It offers superior security features which are recognised as second to none amongst their competitors.
Webex Calling provides robust security features to protect user data and prevent unauthorized access. With Webex Calling, your calls are encrypted, which means that your conversations are protected from eavesdropping and hacking.
Additionally, Webex Calling offers features like multi-factor authentication, which adds an extra layer of security to your account. This makes Webex Calling a great choice for businesses that handle sensitive information.
Collaboration
Webex Calling is designed to promote collaboration among team members. With Webex Calling, you can easily set up conference calls or video meetings, which can help you stay connected with team members who are working remotely. Additionally, Webex Calling offers features like screen sharing, which makes it easy to collaborate on projects in real-time.
Cost savings
Webex Calling can help you save money. In terms of pricing, Webex Calling is offered on a subscription basis and is priced based on the number of users and features required. This makes it an affordable option for businesses of all sizes, as they can select the features and pricing plan that best meets their needs.
Since it’s cloud-based, you don’t need to invest in expensive software or hardware to get started. And you can also get better rates through Webex Calling on long-distance calls and international calling fees which can add up quickly.
If you are working with a telecommunications provider through the Cloud Connect option, there might be associated cost-savings depending on the provider you work with. Pure IP for example offers utilization pricing where you only pay for what you use and what you need.
Advanced Features
Webex Calling also a range of advanced features designed to enhance productivity and improve the overall user experience.
Audio Intelligence is a portfolio of artificial-intelligence powered noise removal features that ensure that every caller can hear and be heard clearly.
Group Call Management is a Call Center that’s included with Webex Calling, out of the box, for no additional fee. Group Call Management includes advanced queuing and routing capabilities, including the ability for customers to request a call back, supervisor monitoring tools, and call queue analytics.
Users can also set up call routing rules based on their availability, so calls are automatically forwarded to another device or colleague when they are not available. The system also includes an intelligent voicemail system that transcribes voicemail messages and sends them as emails, making it easy to keep track of important messages.
The platform is also highly customizable, allowing businesses to configure the system to meet their specific needs. Webex Calling provides an extensive set of APIs and SDKs that enable businesses to build custom integrations and applications.
Migrating to Webex Calling can be a straightforward process, especially if you're already using other Webex tools. Webex provides migration tools and support to help businesses move their existing phone system to Webex Calling.
The first step is to identify your business communication needs and user numbers and determine which Webex Calling PSTN connectivity method plan best suits your requirements.
If you are using Cisco Calling Plans
If you are using Cisco Calling Plans once you have chosen the plan, the next step is to set up your account and configure your calling settings. This process can be done through the Webex Calling portal, which provides a user-friendly interface to manage your calling features.
After you have set up your account, the next step is to migrate your existing phone numbers to Webex Calling. This step involves porting your phone numbers from your current service provider to Webex Calling. This process can take a few days to complete, depending on your service provider's policies and the complexity of your phone system.
Once your phone numbers have been migrated, the next step is to configure your calling features. This involves setting up call routing rules, auto-attendants, voicemail, and other calling features. Webex Calling provides a comprehensive set of calling features, which can be customized to meet your business needs.
If you are using Cloud Connect
To use Cloud Connect you will need to procure number and connectivity services from a Cisco Certified Calling Provider. At this stage, it’s recommended to have an understanding of phone numbers needed, existing ones that need to be ported and usage amounts. This can help you while making assessments around costs which can vary depending on the provider.
The next step of provisioning and porting numbers can be done easily from the Webex Control Hub. From there, you can connect to your chosen provider and add details of required numbers.
Connect Pure IP’s secure and resilient cloud-based global voice network with Webex Calling for a high-quality and reliable voice service.
The solution utilizes direct links between Pure IP’s cloud-based voice network and Webex Calling. To achieve end-to-end compatibility with the Webex network and ensure customers receive a high quality and reliable service, Pure IP underwent a thorough certification process.
Delivered as a fully managed voice solution with 24/7 technical support and a suite of online management tools, Pure IP’s solution for Webex Calling was designed specifically for the enterprise customer.
Through the program, Pure IP supports a wide range of deployments including basic calling scenarios, enterprise scale Dedicated Instance migrations and demanding high volume Webex Contact Center deployments.
Pure IP also offer Managed SBC services for extended geographic coverage, and SIP Connect services to integrate with legacy and analogue devices.
