He tried to use Webex on other computer at same location and it worked fine. If an app encounters an error condition that it cannot recover from, it must provide users with graceful exit points and appropriate messaging about the error state. These services connect what you have on-premises with Webex Teams in the cloud to provide a single integrated experience. Table 9 Components for Cisco Webex Hybrid Call Service, Enables interoperability and firewall traversal with Webex services. To deploy Webex Hybrid Calendar Service in the PA for Webex Hybrid Services, we recommend the following: Cisco Webex Video Mesh is a component of the PA for Cisco Webex Hybrid Services that enables organizations to deploy an instance of media processing on-premises. Contact us to discuss your unique communication and collaboration needs. digital whiteboards. That's exactly what Webex Callinghas to offer you. Embedded apps benefit users with simplified use cases and workflows that add value to a Webex meeting or messaging space. By default, the maximum number of retry attempts for invalid input and timeout is 0. Get the most complete collaboration portfolio. These deployment models are prescriptive, out-of-the-box, and built to scale with an organization as its business needs change. It requires many of the same products and infrastructure as well as the architecture and planning incorporated in the PA for on-premises deployments. Read More Anytime, anywhere communications With the ability to make and receive calls across any device, your teams have the freedom to work from the office, at home, or even on the go. It will also ensure that media will cascade from the Video Mesh Nodes directly to the cloud instead of traveling across a WAN to another site with direct Internet access. Apps that are intended to be used on Webex Devices (such as the DX80 or DeskPro) must be optimized for a touch-screen experience. Unified CM communicates to the Video Mesh Node via SIP trunking, thus allowing on-premises registered endpoints to join Webex Meetings with media termination at the Webex Video Mesh Node. Cisco Webex Calling: An Essentials Guide. Webex Calling has enabled the Broadcom voice team to complete our on-premise migration to the cloud of 25,000 users across more than 100 sites and offices globally over the course of just four weekends. Webex Callingprovides the following benefits: Webex Calling is Ciscos enterprise-grade cloud calling and team collaboration platform offered on a subscription basis to growing businesses worldwide. Cisco Preferred Architectures provide tested and recommended deployment models for specific market segments based on common use cases. But having tools from both the cloud and the premises can create inconsistent, disjointed user experiences. The Preferred Architecture (PA) for Webex Hybrid Services is a Cisco Validated Design (CVD) in the Preferred Architectures umbrella that was created as a supplement to the PA for Cisco Collaboration Enterprise on-premises deployments. Your team members can make themselves available for calls, messages, and video meetings when it is convenient. For more information, see Cisco Webex Experience Management Overview. Apps must be optimized for these dimensions. Learn how to integrate Webex Calling features into your applications. Figure 14 Multiple Video Mesh Clusters Cascading a Call to Webex. This enables synchronization not only of users but also of resources such as enterprise room systems. Moving phones to the cloud eliminates the outdated need for employees to be in close physical proximity to the company's on-premises phone system. Application with cloud-based integrated voice/video call, message, meeting, and content sharing services for mobile devices, personal computers, and web browsers, Table 5 Comparison of Endpoint Features and Capabilities. Apps must optimize their layouts for common mobile device screen sizes and orientations. It's your cloud service. The all-in-one app to call, meet, message, and Cloud Calling Comes in All Shapes and Sizes. The customer can barge-in during the inline survey and use the keypad to answer administration and management of Webex. Enterprise Deployments This bandwidth management strategy starts with QoS. Send post-call surveys to the customer through email or SMS after the call ends. We recommend that you deploy Video Mesh Nodes only in large campus sites that have direct Internet access (DIA), as shown in Figure 13. Investing in Cisco Webex Calling training, consulting and managed services from aWebex partner like Yorktel can: Webex offers many online documentation resources and videos, however, investing in personalized consulting and training is often the best way to add context to the core administrative and user guides, leading to a more succesful deployment, increased user adoption and overall increase in productivity. These services extend easily to remote offices and mobile workers, providing availability of critical services even if communication to headquarters is lost. The Cisco Expressway-C Connector Host is a standard Cisco Expressway-C server deployed within the customer's organization to provide an integration point between the on-premises and cloud collaboration services. Secure by design. When the maximum number of retry attempts for invalid input and timeout exceeds, the contact center: Notifies the customer that the maximum retries have exceeded, by playing the audio message that is configured in the survey Streamline workflows and processes Bring your UCM-based third-party applications to the cloud and discover more with the Cisco Ecosystem Exchange. What's new, tips and tricks, and much more. In order to account for security requirements, the call will always be encrypted for both signaling and media. Introducing Webex Calling Imagine being able to leverage enterprise-grade cloud calling, mobility, and PBX features, along with Webex Appfor messaging and meetings and calling from a Webex Callingsoft client or Cisco device. get work done. Cisco Unified Communications Manager (Unified CM), Provides endpoint registration, call processing, and media resource management, Cisco Expressway-C Connector Host Call Connector, Provides integration between on-premises call processing services and Webex, Enable interoperability and firewall traversal with Webex. HTTPS is used for communications between Cisco Calendar Connector on the Expressway-C Connector Host and Webex. Figure 7 Hybrid Enterprise Calendar Integration. While an Open for All session is in progress, app recipients must be presented with the same view or content that the app initiator intended to share. We recommend the endpoints listed in the following tables because they provide optimal features for this design. To better understand the future changes and how they will impact your deployment of the Webex Hybrid Services architecture, we recommend that you contact your Cisco account team before deploying the architecture described in this document. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. If certain Open For All workflows are not enabled in the app, the developer should minimally provide the user with next steps through a text banner. A User is having issue with WebEX. View the CEJ and CEA widgets in the Agent Desktop. Cisco Webex Contact Center Configuration Guides Cisco Webex Contact Center Setup and Administration Guide Updated: October 21, 2022 Chapter: Contact Routing Chapter Contents About Contact Routing Configure Multimedia Profiles Flow Designer Getting Started Access the Flow Designer Application Flow Designer Browser Requirements Platform integrations with other tools like video conferencing and instant messaging enable a unified experience that facilitates smooth and efficient remote work, team collaboration, and customer interactions. Open for All must not be used on Login Pages or other views where there is nothing for the app initiator to share. We recommend opening media ports for both TCP and UDP traffic flows. This does not mean that these products and services cannot be deployed in an environment with Webex Hybrid Services, but that this PA for Webex Hybrid Services will not discuss or treat any design considerations around these on-premises products and services when they overlap with those included in the Webex Hybrid Services solution. Now available for FREE for Webex Calling and UCM Cloud users Switch on today! Apps must not include links to extraneous pages where not actionable (for example, links to "About", "Careers", or social media sites) that would leave the user "stranded". For more information about supported question types, see Customize the Post Call Survey Questionnaire for IVR. Webex Meetings builds upon the messaging and file sharing capabilities of Webex Teams Messaging. If the number of flows contending for such priority resources were not limited, then as those resources become oversubscribed, the quality of all real-time traffic flows would degrade, eventually to the point of becoming useless. They can easily connect their mobile devices to an internet-connected base and connect to scheduled meetings with a single touch. creating customer delight. The areas of overlap include Cisco Meeting Server, Cisco Unified Communications Manager IM and Presence Service, and Cisco Jabber. Users can resize the pop-out window to any size, so apps must be responsive to other viewport sizes, including full screen. At the same time, Cisco Calendar Connector pushes calendar data and communicates over the Internet through the secure enterprise boundary and corporate firewall with the calendar service within Webex. Increase productivity with pre-built cloud integrations to third party apps and enjoy advanced AI assistants. Time to read: 5 minutes. ), WAN edge egress queuing and scheduling policy. All users in the calendar invitation are added to the Webex Teams space and are invited to the meeting. In addition to clustering, the PA for Webex Hybrid Services provides high availability through the use of redundant power, network connectivity, and elastic storage. The Webex app is a one-stop shop for all those collaboration tools. Webex App access for every user Public Switch Telephony Network (PSTN) access to let your users dial numbers outside the organization. bars and smart multi-screen video conferencing for every , Cisco Webex Calling provides a reliable, scalable, secure cloud-based PBX service to businesses of all sizes, from SMB to enterprise. To support hybrid work, businesses must embrace complete digital transformation by updating on-premises phone systems to cloud calling. Therefore we expect you to follow and implement the latest version of the Preferred Architecture for Cisco Collaboration Enterprise On-Premises Deployments, available at https://www.cisco.com/go/pa, prior to deploying the PA for Webex Hybrid Services. Webex Experience Management questionnaires are cached for 24 hours, and any modifications to them would reflect after that period. Call, meet, co-create and AI-powered assistance Use virtual agents to easily handle routine interactions, provide seamless transitions, and connect transcripts to live agents for more complex inquiries. Figure 4 Architecture for Cisco Webex Hybrid Directory Service. Apps must not contain workflows that leaves the app initiator "stranded" and unable to start an Open for All session. Recommended deployment models are discussed in brief here. To know more about the different default Widgets within Experience Management, how to use the Metric Call Service Connect enables ringing on both Webex Teams and Cisco Unified CM devices associated with the same user. The following types of Cisco documents describe and explain the Preferred Architectures: Figure 1 illustrates how to use the PA guides. Minimally, an app's light theme should provide dark-colored text on a light-colored background, while the dark them should display light-colored text on a dark-colored background. Figure 8 Architecture for Cisco Webex Video Mesh. As detailed below, there are unique viewport sizes for apps running in the App panel (where apps open by default) and in the external window that the user can pop out. The PA for Webex Hybrid Services applies the bandwidth management strategy of the Preferred Architecture for Cisco Collaboration 12.x Enterprise On-Premises Deployments to the Webex Teams endpoints, clients, and infrastructure components. It also allows Webex Teams endpoints to overflow to a Video Mesh Node on the corporate network instead of overflowing to the cloud, thus saving bandwidth on the corporate network Internet edge (see Figure 14). This document provides design and experience guidelines for embedded apps running in a Meeting, specifically: Webex App Hub is not supported for Webex for Government (FedRAMP). Cisco solves this problem with Webex Hybrid Services. The Management Connector is included in the Expressway-C base software and is used by the administrator to register Expressway to Webex and to link the Expressway interface with the Webex management interfaces. If an Open for All workflow involves multiple user steps, apps must provide clear and consistent navigation between steps. Explore Calling Apps Check out the features of the Calling apps. Users can join conferences using Webex Teams devices as well as Webex Teams and Webex Meetings applications. the survey. This meeting information is used to create the appropriate Webex Teams meeting and space with all invitees (@meet) and a Webex personal meeting room (@webex). Prioritizing voice from all types of collaboration media ensures that, even during times of extreme congestion when video is experiencing packet loss and adjusting to that loss, the audio streams are not experiencing packet loss and are allowing the users to have an uninterrupted audio experience. It also measures how many calls they made, answered, and missed. (Users cannot initiate Open for all sessions on mobile devices.). In this scenario, shown in Figure 11, the remote Webex Teams endpoint sends media to the cloud media services, and a cascade link is created between that cloud media services and the Video Mesh Node hosting the call. Call Controls provides information about active and past calls and can be used to perform call actions. Avoid clustering Video Mesh Nodes over the WAN. Viewing People requires a full, user, or read-only administrator auth token with a scope of spark-admin:people_read or, for select APIs, a user auth token with spark:people_read scope can be used by a person to read their own settings. For more information, see Feedback activity. Cisco Webex enables these companies to gradually shift to Webex Calling by adding additional users and upgrading their service tier. With this deployment model, internal Webex Teams endpoints will connect to available Video Mesh Nodes and external Webex Teams endpoints will connect to the cloud media services. The following guidelines apply to the architecture shown in Figure 16: Up to 500 users with Cisco Business Edition 6000 (BE6000), Up to 2,000 users with Cisco Business Edition 7000 (BE7000) in a redundant deployment. 3.While cloud registration is supported with these endpoints, for the purposes of this PA these endpoints register to Cisco Unified CM. The Webex Calling APIs provide an interface for third-party provisioning, which can be used to provision Webex Calling users. Figure 5 Hybrid Enterprise Directory Integration. Address: 81 Corbett Way, Eatontown, NJ 07724, Address: 1-2 Cedarwood, Chineham Business Park, Basingstoke, Hampshire RG24 8WD, Copyright 2022 Yorktel All Rights Reserved. Table 8 Components for Cisco Webex Video Mesh. If a calendar invitation includes a distribution list, users on the distribution list will not be added to the Webex Teams space automatically; however, they will receive the meeting invitation. Overview You'll do more with Dubber on Webex Calling Catch every conversation instantly Webex Calling is cost-effective and enables users to connect with their partners, colleagues, and clients on their device of choice. The Preferred Architecture for Cisco Webex Hybrid Services is for: Readers of this guide should have a general knowledge of Cisco Collaboration products and services along with a basic understanding of how to deploy those products. Figure 18 illustrates these two encryption options. Provision the infrastructure required to deploy the partner hosted components of the Webex Experience Management Invitations module. For in-meeting apps, app recipients can view shared content on mobile devices. The Webex Teams application is how users access the service on their smartphones, via a browser, or via a dedicated application on their Mac or Windows PC. IT Lifecycle Services & Management Consulting, User Adoption, Training, & Retention Services, What is Enterprise Collaboration and Why Your Organization Needs Systems and Solutions, How to Develop an IT Asset Management Framework, What Are Microsoft Consulting Services? If an app enables the Open for All button it must always provide the content that will be shared with app recipients. All of these services and components are relevant for the deployment of the PA for Webex Hybrid Services and will be referenced as appropriate in the remainder of this document. Once the cloud identity store for the company's organization has been populated, administrators can easily manage Webex Teams corporate user accounts. Each party in the meeting sends and receives media to and from Webex via the Internet. Maximize control with a dedicated cloud service. Overview Webex Calling provides advanced telephony services for its users. Nevertheless, the media resiliency and rate adaptation mechanisms also attempt to ensure that media over unmanaged networks such as the Internet has the best possible quality in the face of packet loss, delay, and jitter. The handover emails contain credentials and other essential information about your account. If the app solicits personal information from the user, it must not spam users with that information. Webex Experience Management Post Call surveys collect feedback from customers to determine the performance of the contact center and the relevant services. Business-class phones for the desk, the frontline, and Sports & For any company, managing private branch exchange (PBX) hardware is costly and inefficient. See how you can integrate cloud features to create the perfect balance for your unified communications needswhether on-prem, in the cloud, or a mix of both. Users log in to Webex Teams via their email address, which corresponds to the mail LDAP attribute. To configure the Webex Experience Management Invitation module for sending SMS/Email surveys to the customer: The partner hosted module in the Webex Experience Management Invitations solution is mandatory for the SMS/Email surveys to work. Table 1 lists the products in this architecture. See Embedded Apps Design and Experience Guidelines for Messaging for guidelines related to messaging-based apps. This concept of opportunistic video coupled with prioritized audio maintains an acceptable video experience while simultaneously ensuring that voice media for these opportunistic video calls is not compromised. Webex powers a new Bandwidth management is about providing the best possible user experience end-to-end for all media capable endpoints, clients, and applications in the collaboration solution. This feature delivers persistent instant messaging with Webex Teams spaces, where users can message and share files. For information about partner hosted module, see Cisco Webex Experience Management Invitations Module Architecture Document. Video can scale up to 1080p at 30 frames per second. in Webex Experience Management. Enterprise-grade security, Reduce operational costs, improve productivity, and increase revenue when you move mission-critical calling services to the cloud. Webex Contact Center validates Dual-Tone Multi-Frequency (DTMF) input responses from the customers during IVR post-call surveys. Note Although Webex Hybrid Calendar Service also supports integration to Microsoft Office 365 or G Suite by Google Cloud, these integrations are not discussed or covered in this PA for Webex Hybrid Services. For more information about Webex Hybrid Calendar Service, consult the Deployment Guide for Cisco Webex Hybrid Calendar Service. to 2 in Webex Experience Management. In particular, apps must not have transparent backgrounds, which can make text illegible in dark mode. For more information about creating questionnaires, see Questionnaires. That's exactly what Webex Callinghas to offer you. for mobile and desktop devices provides an intuitive, engaging communications interface. audio, wherever you work. Research data from Metrigy and Gartner cited by Cisco found that 78% of office employees have long-term mandatory or optional work from home (WFH) arrangements, and over three . Please choose the date of the session you . Table 6 Components for Cisco Webex Hybrid Directory Service, Provides user and resource synchronization between Microsoft Active Directory and Cisco Webex, Provides the full list of corporate resources and users and their attributes. Webex vs. Microsoft Teams: Understanding the Advantages. Customer Experience Journey (CEJ) gadget: Displays all the past survey responses from a customer in a chronological list. If a user has an endpoint registered to Cisco Unified CM and a Webex Teams application, both the endpoint and the Webex Teams application will receive the call regardless of whether the call is initiated by another Webex Teams application or any other endpoint. Webex Calling further provides an integrated user calling experience with Webex devices, including Cisco IP Phones 6800, 7800, 8800 Series desk phones, Cisco IP Conference Phones 7832 and 8832, Cisco IP DECT 6800 Series, and analog ATAs. For more information about handling personal (PII) data in the questionnaire, see PII Handling in Experience Management. Eliminate distance. . By default, apps are launched into the App panel with a viewport of 360x576px. Let teamwork thrive. Webex Calling demonstration within the Webex App. In particular: Pop-up windows created via the window.open() JavaScript method must not be used for primary app workflows or experiences. It provides an enhanced mobile experience by enabling users to control their business communications. Webex Video Mesh bridges on-premises Unified CM registered endpoints in meetings with Webex Teams endpoints and applications. If a Video Mesh cluster is full, the next Webex Teams endpoint in the organization that joins the meeting will send its media to Webex, and the Video Mesh Node will cascade the call to the cloud media services. In addition, there are various calling options available based on deployment, and user's calling needs. Table 2 Cisco IP Phones Unified CM Only, Table 3 Cisco Video Endpoints and Room Systems Unified CM or Cisco Webex Device, Personal TelePresence endpoint for the desktop, Integrator and multipurpose TelePresence endpoints, Integrator and multipurpose TelePresence endpoints with built-in single or dual screens, All-in-one presentation, white board, and audio/video multipurpose room endpoint. The Cisco Webex Cloud Calling solution is part of the all-in-one Webex app. Management) to end the survey. A single Video Mesh Node can accommodate up to 100 concurrent calls. At the end of the business day, or during in-person meetings, users can simply route their phone calls to voicemail, and let their colleagues know they are temporarily offline. Figure 18 Webex Hybrid Services: Expressway Media Encryption Options. ), Mark all video from clients, desktop and room devices, as well as Expressway Edge components with an Assured Forwarding class of AF41 for prioritized video or AF42 for opportunistic video. You can configure the maximum number of retry attempts in case of invalid or no DTMF input, as well as audio notification |Privacy Policy|UK Anti-Slavery & Human Trafficking Statement|YTC Machine Readable Files, any organizations are finding the correct balance for them between remote and hybrid workplaces. more. Our extensive expertise with the Cisco product portfolio allows us to unlock the full potential of your Cisco products. By being in the cloud, features are delivered faster, without the requirement for maintenance windows or complex . Important qualities include: Integrated collaboration One application for calling, meetings, messaging, polling, and events Consistent and intuitive experience A key component of Webex Hybrid Call Service is the Call Connector, hosted on the Cisco Expressway-C Connector Host. Preferred Architecture for Cisco Webex Hybrid Services, Documentation for Preferred Architectures, Considerations for Deploying Multiple Unified CM Clusters, Architecture for Webex Hybrid Services: QoS, Media Assure, and the Self-Regulating Video Network. If Cisco Unified CM is not in mixed mode and uses non-encrypted RTP media traffic to send the call to Expressway-C, then Expressway-C can terminate the RTP connection from the Unified CM endpoint and open another call leg using SRTP to Webex. For information about licensing, see the Cisco Collaboration Flex Plan. Calls will be cascaded from Video Mesh Nodes to the cloud when Webex Teams endpoints from outside the organizations network connect to a call with internal participants. with them appropriately. Webex Experience Management is a Customer Experience Management (CEM) platform that enables you to see your business from your customers' perspective (This will depend on the strategy taken in the on-premises solution configuration. They incorporate a subset of products from the Cisco Collaboration portfolio that is best suited for the targeted market segment and defined use cases. way of collaborating thats centered around the Figure 16 Architecture for Webex Hybrid Call Service. Incorporate video, desktop sharing, and persistent messaging into meetings Improve communications, relationships, and productivity by making it easier to meet face-to-face over distance. Explore Overview Developer Guide Design Guidelines for Meetings Design Guidelines for Messaging API Reference Submission Checklist for Embedded Apps. To create an Webex Experience Management account: Submit the form Assurance to Quality(A2Q) process for Cisco Webex Experience Management. View with Adobe Reader on a variety of devices, View in various apps on iPhone, iPad, Android, Sony Reader, or Windows Phone, View on Kindle device or Kindle app on multiple devices, Preferred Architecture (PA) Design Overview Guides, Preferred Architecture Cisco Validated Design (CVD) Guides, Cisco Collaboration Preferred Architectures, Preferred Architecture for Cisco Collaboration Enterprise On-Premises Deployments, Preferred Architecture for Cisco Webex Hybrid Services, Cisco Validated Design (CVD) Guide, Deployment Guide for Cisco Directory Connector, https://www.cisco.com/c/en/us/support/unified-communications/spark/products-installation-guides-list.html, Deployment Guide for Cisco Webex Hybrid Calendar Service, Preferred Architecture for Cisco Collaboration 12.x Enterprise On-Premises Deployments. Directory Connectors are configured to pull information from the Microsoft Active Directory. Learn More Efficient communication and collaboration, anywhere. End-to-end experience management Close the customer feedback loop with integrated Webex Experience Management, including follow-up surveys via text, email, or IVR. Bring your UCM-based third-party applications to the cloud and discover more with the Cisco Ecosystem Exchange. HTTPS is used for communications between Cisco Directory Connectors and Cisco Webex. Apps launched into the main view must be optimized for this viewport. Figure 10 shows the same three-party call with the media bridged locally on the Video Mesh Node within the enterprise, resulting in no bandwidth utilization for media over the Internet. The embedded app version of your service or application should provide the same sign-in or session persistence as the browser-based version. Additionally, the architecture supports an advanced set of collaboration services that extend to mobile workers, partners, and customers through the following key services: Because of the adaptable nature of Cisco endpoints and their support for IP networks, this architecture enables an organization to use its current data network and the Internet to support both voice and video calls. It is also possible to create LDAP filters if more granularity is needed. Any time Cisco Expressway performs RTP-to-SRTP conversion, it engages a back-to-back user agent (B2BUA). collect feedback about their interaction. Enhance your workplace. The bandwidth management strategy for Webex Hybrid Services includes identifying and marking Webex Room Device and Webex Teams client signaling and media traffic as well as updating the QoS policies in the LAN, WAN, and Internet edge equipment in the on-premises solution. As shown in Figure 5, Cisco Directory Connectors synchronize with Microsoft Active Directory using Microsoft application programming interfaces (APIs) over the on-premises network. With Webex Experience Management integrated with Webex Contact Center: Customer experience survey: Administrators can configure and send post-call surveys to customers, after an interaction, to Empowering excellence with better collaboration. The most complete cloud phone system with powerful calling features across any devices, anywhere. work you do, not where you do it. For a survey through email or SMS, you can configure Webex Contact Center to send out an email or SMS that contains a message along with a link to launch the survey. The central component of Webex Video Mesh is the Video Mesh Node. If you like the capabilities of Webex Teams, you can integrate those capabilities with what you currently have deployed for an even better end-user and administrator experience. This failover process is transparent to the users. Coordinate integrations and upgrade schedules on your time. The user can click the expand icon in the app's title bar to pop out the app into a separate window at a default size of 720x510px. . Figure 9 Media Path of a Webex Teams Meeting. Future-Proof Your Business with Cloud Calling Now. Use the mobile app to switch devices during calls and enable work-from-anywhere freedom for greater productivity. Apps that require a user to sign-in must also provide a way for the user to sign-out. In general, apps should limit their use of pop-up windows created via JavaScript. Intelligent collaboration devices for every desk. In order to achieve this, Expressway-C and Expressway-E must be deployed for firewall traversal, so that secure communications to and from the cloud will always be possible. Analytics (CEA) widgets. Please fill in the following information. Choose any of the following options: With Webex Experience Management, you can do one of the following: Configure post-call surveys and initiate them over IVR when agents end the calls in the Webex Contact Center Agent Desktop. For more information, see Infra Provisioning Guide For Webex Experience Management Invitations Module. Webex Calling is Ciscos enterprise-grade cloud calling and team collaboration platform offered on a subscription basis to growing businesses worldwide. QoS provides a foundational network infrastructure technology that is required to support the transparent convergence of voice, video, and data networks. If the audio messages for invalid input, timeout and maximum retry exceeded are not configured in Webex Experience Management, Other benefits include: Cloud calling provides many useful features that can enhance every phone call. A self-regulating video network consists of leveraging the intelligent media techniques and rate adaptation mentioned previously, along with proper provisioning and QoS to allow the video endpoints to maximize their video resolution during times when video bandwidth is not fully utilized in the network and to rate-adapt or throttle down their bit rate to accommodate more video flows during the busy hour of the day. Webex Calling is a cloud-based PBX system a secure, reliable calling, messaging, and video communications solution. Research. 2022 Cisco and/or its affiliates. Clustering Video Mesh Nodes over the WAN could lead to excessive consumption of WAN bandwidth as call are cascaded between nodes over the WAN. All embedded app text and content must be visible, legible, and actionable in both color modes. This means that Webex Teams room devices and clients, as well as Unified CM registered endpoints dialing into Webex meetings, can terminate media on-premises instead of sending all media to the cloud. Make every call count. Ciscos portfolio of Webex services is world-renowned for providing feature-rich digital communications solutions for businesses of all sizes. The Video Mesh Node can be deployed on the corporate network or in the DMZ. Call Service Connect allows integration between Webex and Cisco Unified Communications Manager (Unified CM). Webex Contact Center - Design Guides - Cisco Support Product Support Contact Center Webex Contact Center Design Guides View Documents by Topic Choose a Topic Cisco Webex Contact Center Cisco Webex Contact Center Voice Onboarding Guide 02/Dec/2020 Cisco Webex Contact Center 1.0 Cisco Webex Contact Center 1.0 Voice Onboarding Guide 09/Oct/2020 Webex Experience Management powers customer journey mapping, text analytics, and predictive modeling using the feedback collected from customers through Professional cameras, optimized for video meetings. Yorktel has helped many businesses to select the Cisco Webex Calling services, devices and deployment options that best suit their requirements. Devices may be associated with workspaces. By default, access to PII in embedded apps is not enabled and apps must be able to function without access to PII. Initially, Spaces and Widgets are created as part of the Webex Experience Management account provisioning. Explore two major collaboration platformsWebex and Microsoft Teamsand learn why ZK Research thinks Webex wins in several key areas, including enterprise calling. The meeting host doesn't necessarily need to be the app initiator in a meeting. Let customers connect their way with a digital-first, next-generation platform. Figure 11 Cascading the Call to the Cloud for External Participants, The Video Mesh Node can host Webex meetings that include both Webex Teams endpoints and clients as well as Unified CM registered endpoints. Unlike many VoIP and video calling platforms in the marketplace, Webex Calling lets users decide whether they want to connect from their mobile device, laptop, or Webex calling devices like an IP phone or the newWebex Desk Hub. Private by default. Apps must provide users with the ability to easily scroll the app's visible content. (See Figure 12. Additionally, these devices enable users to access multiple communication services such as: In the PA for Webex Hybrid Services, both Cisco Unified Communications Manager (Unified CM) on-premises call control and Cisco Webex provide endpoint registration and collaboration services. However, due to the call routing method used by Webex Hybrid Services, the calls are always sent to the Cisco Unified CM cluster where the calling user is registered, before being sent to the destination. This includes voice, video, and desktop sharing. Unified Communications as a Service (UCaaS) and cloud voice calling services provide an affordable, flexible platform for mobile, meeting rooms, and the lineup of Cisco Webex Calling phones is unparalleled. While not required for approval, apps that do not incorporate these recommended guidelines may not be approved for App Hub if the reviewer determines that the app provides a poor user experience. Control Hub ( https://admin.webex.com) is a web-based management portal that integrates with Webex Calling to streamline your orders and configuration, and centralize your management of the bundled offer Webex Calling, Webex App, and Meetings. As the number of concurrent calls increases, the organizations bandwidth usage to the Internet increases. Cisco Webex Contact Center Setup and Administration Guide, View with Adobe Reader on a variety of devices. Table 7 lists the roles of the Webex Hybrid Calendar Service components in this architecture and the services they provide. Web conferencing, cloud calling, and equipment. Cloud calling is a type of unified communications as a service (UCaaS) that provides secure and scalable voice communication services through a third-party host. Webex Setup Assist is a Cisco-Provided Migration and Implementation Service assistance for Partners. Cisco Webex Calling comes with enterprise calling features and all essential business calling capabilities. Unified Communications as a Service (UCaaS) and cloud voice calling services provide an affordable, flexible platform for mobile, meeting rooms, and the lineup of, 1:1 and group voice and HD video conference meetings, Collaborative screen and document sharing and whiteboards. service access information is received. Cisco has a range of Collaboration Endpoints with various features and functionality that an organization can also use to address its business needs. Gartner names Cisco a Unified Communications as a Service leader for Webex for the 4th consecutive year. The Video Mesh Node registers to Webex, and most management tasks are performed from the Webex Control Hub. App recipients should have the same or similar sign-up and sign-in experience as the app initiator. In-meeting apps must optimize their layouts to their default viewports. Make calls for business on your phone or desktop. Get performance and control at scale with powerful VoIP calling features and single-pane-of-glass management. Customer Experience Analytics (CEA) gadget: Displays the overall experience of the customer interaction with agents using Every Webex Teams call is considered to be a meeting. After you configure the Agent Desktop widgets, you can view the Customer Experience Journey (CEJ) and Customer Experience App recipient functionality and experience must be verified on Android and iOS devices. The documentation set for this product strives to use bias-free language. All rights reserved. Review different options in the table: Always look your best! When employees of hybrid workplaces have occasion to go into the office, many businesses have eliminated designated seating and adopted hotdesks and hotelling workstations. Apps can optionally be configured to open in the main meeting view. It enables users to initiate and manage calls with their colleagues, partners, and clients. Customize your experience with enterprise-grade features and carrier-grade reliability. An app's primary use cases and workflows must provide the app initiator with the ability to start an Open for All session. Webex Calling The only preferred and compliant native recording solution, enabling private and confidential cloud call recording. Table 7 Components for Cisco Webex Hybrid Calendar Service. For more information about creating questionnaires, see Questionnaires. It provides calendar synchronization between on-premises Microsoft Exchange and Cisco Webex. The documentation set for this product strives to use bias-free language. Many organizations are finding the correct balance for them between remote and hybrid workplaces. Use of pop-ups must be limited to entering sign-in credentials, or displaying error messages or notification messages, only. App initiators must be able to go back or forward in an Open for All workflow to select different content to share with app recipients. Webex Hybrid Call Service supports multiple Cisco Unified CM clusters. Introducing Overview of Preferred Architecture On-Premises Bandwidth Management Solution Concepts and Strategy. This ID is guaranteed to be unique regardless of whether the app has access to the user's personally identifiable information (PII). To achieve this consistent user experience, Cisco Unified CM and Webex perform the following operations: Figure 17 shows the global reachability on both the Webex Teams application and the Cisco Unified CM device when a user is provisioned for Call Service Connect. For information about how to deploy the partner hosted components, see Deployment Guide for Invitations Module. Clustering replicates the administration and configuration of deployed applications to backup instances of those applications. In addition, it keeps the user experience consistent so that the user of Webex Teams has the same dialing habits, calling ID, and unified call history as any other user on Cisco Unified CM. Create dispatch templates on Webex Experience Management. Learn More Experience more from Webex. Empowering excellence with better collaboration. Call Connector not only enables ringing on Webex Teams and Cisco Unified CM, but also allows Webex Teams users to place calls using enterprise dialing habits. Webex Callingprovides the following benefits: Many organizations are finding the correct balance for them between remote and hybrid workplaces. The content in this guide is organized in the same modules. For more information, see Retry And Timeout Settings In Post Call IVR Survey in Webex Experience Management documentation. Embedded apps can be configured to open in either in the app panel, or the main meeting view. This guide simplifies the design and sales process by: For detailed information about configuring, deploying, and implementing this architecture, consult the related CVD documents for the Cisco Collaboration Preferred Architectures. Depending on the configuration, different scenarios can be achieved: This requires Cisco Unified CM to be in mixed mode and the endpoints and the SIP trunk to Expressway to be provisioned for encryption. Provide a correct provisioning administrator email address in the A2Q form to ensure that provisioning notification and The PA for Webex Hybrid Call Service includes Cisco Unified Communications Manager (Unified CM), Cisco Expressway-C and Expressway-E, and the Expressway-C Connector Host for the Hybrid Call Service solution (Figure 15). After you create the Webex Experience Management connector, you configure the post-call surveys. As part of the account creation process, the following actions are performed: Creates an account for you and provisions the account. With cloud calling, organizations of all sizes can operate their entire business phone system through their internet connection. A read-only administrator account is used to authenticate the Directory Connector to the Windows domain. Stay focused. The self-regulating video network, prioritized audio, and opportunistic video are all bandwidth management concepts as well as a combined QoS strategy. When @webex is added to the location field of an Outlook calendar invitation, Calendar Connector automatically populates the invitation with the user's Webex Personal Room information. Skips the remaining survey questions and plays the Thank You message (if a Thank You note is configured in Webex Experience For more information, see Cisco Webex Experience Management Overview. Plays the same survey question to the customer based on the number of retry attempts that is configured in the survey questionnaire To provide the best user experience, embedded apps should be responsive to the user's theme preference and provide both light and dark color themes. Because these are outbound connections from the Cisco Directory Connectors to the Internet, they do not require any inbound ports to be opened on the internal or external firewall. The ability to share content with meeting participants using the Open for All feature is the at the heart of the embedded app user experience. Apps can use the participant's user ID to create a placeholder association between the user and the current app session. Transitioning calling operations to the cloud may sound like a cumbersome undertaking, but proper preparation can simplify the move and ensure business operations run uninterrupted during the change. The intelligent media techniques used for media resiliency and rate adaptation in all Cisco endpoints, clients, and conferencing architecture referred to as Media Assure coupled with QoS, ensure that real-time applications and their related media do not oversubscribe the network or the bandwidth provisioned for those applications, thus providing efficient use of bandwidth resources. Webex works with the tools you use and is built to ensure your business communications and data are protected. 2022 Cisco and/or its affiliates. If the app recipient navigates away from the intended view, the app must provide a way for the user to return to the intended experience. Webex Meetings provides audio and video conferencing with content sharing by leveraging the Webex conferencing service. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Creates default spaces and metric groups for your account. For example, Figure 9 shows a three-party Webex Teams meeting. Replace your PBX network, on your schedule, with proven quality and security, flexible licensing options, and integrated calling plans. Experience the enterprise-grade, secure, and seamless cloud calling solution. The Webex app offers integrating calling, voicemail, teams, and device share from anywhere on any device with a consistent user experience. Configuration Control Hub is the central point for provisioning all services. connecting the customer journey and Any possible soluti. Research data from Metrigy and Gartner cited by Cisco found that 78% of office employees have long-term mandatory or optional work from home (WFH) arrangements, and over three-quarters of IT telephony investment in 2020 was in cloud-based services. questionnaire in Webex Experience Management. It offers centralized administration and supports connections through IP phones, mobile devices, and the Webex app on desktop or laptop computers. holidays schedules define exceptions to normal business hours by defining one or more events. For more information, see Dispatch User Guide. We recommend sizing the Video Mesh cluster based on the number of calls expected for the organizations site. Key features include voice and video calling, click-to-call from the desktop, mobile device integration, enterprise phone directory, auto attendant, Webex App integration, and much more. Apps must be tested and verified to function as expected on all supported desktop systems and devices, including Windows and MacOS. The Video Mesh Node requires a number of open firewall ports to enable cloud management, signaling, and media traffic flow. The following steps will help make the process as smooth as possible: Learn why your business should upgrade from on-premises PBX systems to cloud calling now. This, of course, applies to the managed network, since an unmanaged network such as the Internet is not QoS-enabled and thus provides no guarantees with regard to packet loss. Webex Calling is highly flexible and can be integrated with many business and productivity apps, including. Webex Video Mesh can be deployed as a virtual machine on a Cisco Unified Computing System (UCS) server or on specifications-based hardware in the organizations data center(s). This will ensure that the Video Mesh Nodes are available for large user populations. Library to create additional Experience Management Widgets, and how to export and derive meaningful insights from them, see The Preferred Architecture for Cisco Webex Hybrid Services, Cisco Validated Design (CVD) Guide, presents some examples that simplify the sizing process. Figure 17 Reachability of Webex Teams and Unified CM Destinations with Call Service Connect. The Calling User Portal enables you to manage and configure your user features and settings of your service. work. Discover how we can help with Webex. * All fields are required. Hosted by Cisco, sold on a SaaS subscription model, and supported by. The benefits of Webex Video Mesh include: The PA for Webex Hybrid Services addresses these needs with the Webex Video Mesh architecture shown in Figure 8. This provides high availability for internal users in case a single Video Mesh Node becomes unavailable. For a survey over IVR, after an agent ends the call, Webex Contact Center transfers the call to Webex Experience Management and the customer receives the inline survey. Apps that require user accounts should make the sign-up and sign-in processes as easy as possible for the user. The Preferred Architecture (PA) provides a holistic approach to bandwidth management, incorporating an end-to-end QoS architecture and video rate adaptation and resiliency mechanisms to ensure the best possible user experience for deploying pervasive video over managed and unmanaged networks. Figure 2 Preferred Architecture for Cisco Webex Hybrid Services. Webex Calling pricing depends on factors like: These subscription plans are very affordable, especially compared to the costs associated with PBX hardware and traditional landline desk phones and infrastructure. The three-party Webex Teams call in Figure 9 uses up to 7 MB of the organizations Internet bandwidth (client bandwidth requirements shown in this example are average values). more. everywhere between. (See the Deployment Guide for Cisco Directory Connector for the latest version support information.) Figure 15 Architecture for Cisco Webex Hybrid Call Service. If the user needs to first sign-up (create an external account) before using the app, the app must provide guidance on how users need to complete that process. Although on the surface it might seem that Webex Calling is strictly a voice-over-IP calling solution, it also offers many other features and benefits, including. The Webex App for mobile and desktop devices provides an intuitive, engaging communications interface. This is a flexible platform, and we have a variety of calling options to satisfy your needs. Create a SMS/Email Based feedback activity in Webex Contact Center Management Portal. Cisco Calendar Connector also integrates with Webex Personal Rooms for @webex functionality. Other Apps must be optimized for the two Open for All personas: the app initiator who starts the Open for All session, and the app recipients who interact with the opened app. Make the cloud transition without disruptions and move site-by-site, location-by-location, or user-by-user. Log in Sign up. Webex partners like Yorktel offer a range of tiered subscription options, including Starter, Business, and Enterprise. The Video Mesh Node bridges the media locally, resulting in network edge bandwidth savings as well as decreased overall latency. This aspect eliminates the need for any other application. Webex users can select a light or dark theme for the Webex or Meeting Center app. This facilitates collaboration and allows the meeting organizer and attendees to communicate and share material prior to, during, and even after the meeting. Table 6 lists the roles of the Cisco Webex Hybrid Directory Service components in this architecture and the services they provide. These micro-services enable hybrid services integration. We recommend deploying Video Mesh Nodes in clusters. Apps must not be dependent on access to a user's personally identifiable information (PII) to function properly. You can collect, analyze, and present the data from various surveys as widgets on the Webex Contact Center Agent Desktop. Webex Meetings also enables advanced features such as meeting recording and permanent Personal Meeting Rooms (PMR) to provide users with personalized permanent voice and video meeting spaces. and see their experience with the brand. Webex Calling delivers a cloud-based phone system that's as powerful as it is flexible. Hybrid calendar integration also enables: As shown in Figure 7, the Cisco Calendar Connector service running on the Expressway-C Connector Host synchronizes with Microsoft Exchange using Exchange Web Services (EWS) over the on-premises network. Cisco Webex Hybrid Call Service provides the integration of Cisco Unified Communications call services with Webex call services. It enables users to initiate and manage calls with their colleagues, partners, and clients. Provides central administration for Webex Teams components. This applies to any This section describes design and user experience requirements for in-meeting embedded apps. If Cisco Expressway performs RTP-to-SRTP conversion, we recommend enabling it on Expressway-C instead of Expressway-E so that the traffic in the DMZ will be encrypted. Start improving your app experience today. 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