Item: Webex Calling
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

Webex Calling is implemented to replace on-premise systems. The scenario runs from a single office to multiple multiple offices in different cities. In most cases, each user has an internal extension and an external (DID) number. Having an external number can be important if an emergency call is made and then dropped so that the call-back goes to the correct person. It also permits more precise locations to be given automatically to emergency responders. Most customers also have one or more published phone numbers where the call-handling is based on time of day and day of the week. I haven't found a desired result which cannot be achieved. Frequently, the biggest obstacle is complete understanding of what is desired because the customer uses language which means one thing to them and something else to the listener.

Pros and Cons

Easy to call other users with the Webex App.
Recording of calls is easy to control and can be set individually or organization wide
Call logs provide detailed call history and are easily exported in csv format.
Bulk imports, exports and changes are easily done with csv files.

Recorded messages cannot be exported nor can they be shared between call queues.
There is no native voicemail to text ability. This is available through a third-party.
User locations cannot be changed without removing the user's license. After the location is changed the user can be re-licensed. This results in the user losing their voicemail setup and other call settings.
Phones must be factory reset in order to be assigned to a different user. A work-around is possible for organizations with higher than normal employee turn-over.

Return on Investment

It has helped to level cash flow by reducing or even eliminating the periodic capex of replacing voice servers and instead having a fixed monthly expense.

All-in-one Platform

At present have not combined other Cisco Collaboration products.

Security

Webex Calling, Webex Teams and Webex Meetings are all easily done from the Webex app, whether on the desktop (Mac or Windows), iOS or Android.

Alternatives Considered

Cisco Unified Communications Manager (Call Manager)

Cisco Unified Communications Manager (CUCM) does provide more flexibility in design, but is also more difficult than Webex Calling to configure to meet the requirements of the Ray Baum Act where there are multiple locations. CUCM also requires periodic updates, including security updates, periodic replacement of hardware and maintenance and support contracts. Webex Calling (including Webex Teams and Webex Meetings) requires significantly less work to implement and maintain than does the equivalent on-premise solutions.

Key Insights

Do you think Webex Calling delivers good value for the price?

Yes

Are you happy with Webex Calling's feature set?

Yes

Did Webex Calling live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Webex Calling go as expected?

Yes

Would you buy Webex Calling again?

Yes

Other Software Used

Microsoft Teams

Likelihood to Recommend

Webex Calling is a great solution for companies that prefer to not have on-premise voice servers. It removes the need to keep the software and support coverage up to date. It eliminates the periodic need to replace voice servers. In some situations, depending upon the quality of the internet connection, the call quality may be somewhat less than with an on-premise system. The Cisco provided tool CScan is not able to fully identify these situations and it can require significant effort by those tasked with the implementation, supported by Cisco TAC to find a resolution.

Webex Calling provides many useful features that are not available with older telco systems, but because it relies on the internet, it isn't as reliable as systems that use POTS lines. That can be somewhat mitigated with automatic failover from one ISP to another, but that may not help if there is a significant area outage or the ISPs use the same network path that is disrupted. On the plus side, Webex Calling can be preconfigured to automatically forward calls to another number, for example a cell phone number, if this happens.

Webex Calling - Great voice system while reducing IT support requirements

Overall Satisfaction with Webex Calling