SMS/MMS messaging is available as an Add-On for Voice Seats in Webex or Teams.

Benefits include:

• Send & Receive SMS or MMS messages from your business phone number.
• Use the same messaging interface you use every day with Webex or Teams.
• Embedded App allows for new feature development VS legacy BOT did not.
• New Features: Scheduled Sending, Message Templates, Group Messaging, Broadcast, etc.

Capabilities:

• Messaging Limits and Spam Guards:
  • Unlimited Inbound, 1000 Outbound Messages a day per user.
  • If abnormal or high-risk activity is detected, a captcha style verification will be required.
• Message Length and Content:
  • GSM-7 Encoding (standard Latin characters, e.g., a-z, 0-9): Up to 160 characters per segment; 9 segments max = 1,377 characters total.
  • UCS-2 Encoding (emojis, special characters like accented letters): Up to 70 characters/emojis per segment; 9 segments max = 630 characters or ~603 emojis. Switching encodings mid-message (e.g., mixing emojis) forces UCS-2 for the whole, reducing total length.
• Attachments:
  • Segmentation: Not segmented; each is a single unit within MMS.
  • Number of Attachments: No fixed cap on the number of images/attachments in a single MMS (multiple media URLs supported), but limited by total size and by the receiving carrier.
  • Size Limit: Limited by carrier but generally around 3MB.
  • Supported Formats: JPG, PNG, GIF, MP4, PDF (via publicly accessible URLs).

To get started: Add the Embedded App “ContextSMS” in Teams or Webex.

Step 1: Add the Webex App to your application. 
This is a one-time process. (Alternatively, you can use the Web App)

• Navigate to the App Hub or App Marketplace
• Search for the “ContextSMS” Embedded Application

• Open or Add the App from the marketplace

Step 2: Start using the app
Login to the app. If you don’t know your password, select “Forgot Password” and you’ll be sent an E-Mail to get logged in.

• Select the blue “Start a Conversation” button to get started with sending an SMS Message.

• The App will prompt you for the telephone number you want to SMS text. Enter in the telephone number with the correct country code and select “Start”

• The App will create a dedicated messaging space for that number. You may rename it to something else if that is useful to you (instructions below).
• Any messages you send in the dedicated space will be converted to SMS and sent directly to the mobile number you entered. All messages received from that number will also show up in this space.

Receiving an SMS message
When the recipient responds from their mobile device you will see their response appear and display on the active message window.

• If you receive an SMS message from a mobile number that you have not exchanged messages with, a new space will be created automatically. The message will be displayed in the space. Spaces are named in the format of “+1phonenumber”.

Renaming an SMS Space

• The default space name is set to to “+1Phone Number” . You can rename the space to something more meaningful, for example, “Ryan’s Mobile Phone:Group 1”.
• To rename a space, select the space
• Select the gear icon at the top right of the space and select “Edit space information”.
• Enter a new name and click Save

Leaving / Deleting an SMS Space
Now you’re ready to send and receive SMS messages with your recipient’s mobile phone.

• You can delete the conversation if required
• To delete the conversation, select the 3 vertical dots, and select “Delete Conversation”

Data Sheets:

• 220 datasheet
• 350 datasheet
• 550 datasheet

Quick Reference Guides:

• Poly Edge E Series User Guide
• Quick Reference Guides

How To Videos

• https://polyedgephones.one-lynk.com/e100-e220-how-to-videos/poly-edge-e100-e220-phones
• https://polyedgephones.one-lynk.com/poly-e300-how-to-videos/poly-edge-e300-series-phones
• https://polyedgephones.one-lynk.com/poly-e500-how-to-videos/poly-edge-e500-series-phones

Quick Reference Guide:
*Quick Tips for Poly Rove DECT IP Phones
*Poly Rove 20 DECT IP Phone Quick Start
*Poly Rove DECT IP Phone Solution Data Sheet

User Guides:
*Poly Rove Series User Guide

Installation Guides:
* Poly Rove DECT IP Phone Site Planning and Deployment Guide

An expanded feature set for space meetings (September 2023)
We’re enriching your meetings experience in a space. As of September 2023, when you join or schedule a meeting in a space, you will have access to the features that you’ve previously only enjoyed in UCx with Webex Personal Meeting Rooms. You’ll leverage this unified experience in every meeting you schedule or join going forward. Business users will get their own personal meeting room as well as access to these exciting features for the first time.

A new meetings experience has arrived.
Enjoy everything you love about UCx with Webex even more with new capabilities in meetings associated with a space.

• Animated Reactions & Hand Gestures. Let participants express themselves without saying anything! Cheer on the speaker with clapping hands, laugh at a joke, raise your hand or give a thumbs up, so many options to choose from!
• Floor Control: Mute on Entry, Mute One, Mute All. Prevent unwanted noise in your meeting. Multiple options to make sure each meeting has the right audio engagement from the participants without distractions!
• Local Recording. Record meetings for people who can’t attend or to refer back to what was discussed.
• Embedded Apps. Use apps to take your meetings to the next level. Use Slido for live polling or a Shared Timer to keep to your schedule. With hundreds of apps to choose from the possibilities are endless

How can I prepare for my upgrade?

1. Take note of your scheduled and recurring space meetings
2. After the upgrade you’ll need to reschedule these meetings to generate new dynamic/unique meeting links that incorporate all the new features.
3. This step is essential because after the upgrade, the previous static links associated with meetings in spaces will have a limited grace period of functionality.

In summary, ensure you’re aware of your existing meetings, reschedule them to get new dynamic links, and be mindful that the old static links will only work for a short time after the upgrade.

What’s Changed?
Before this release, your experience in a meeting associated with a space was tied to who created the space (known as the meeting sponsor). We’ve removed the concept of meeting sponsorship. Now, only the host’s license determines the meeting capabilities.

*Capability or capacity based on user package.

User Package Considerations

FAQs

1. Is this a Cisco product that we’re using?
This is a TPx product brought to you in partnership with Cisco, the global leading provider in meeting and messaging solutions. Together we bring you a fully integrated collaboration experience, seamlessly delivering our UCx calling that you rely on with Webex advanced messaging and meetings capabilities, all within in a single app.

2. Can I still contact TPx for support?
Yes, absolutely! Please continue to contact TPx for any questions related to UCx with Webex. Additionally, there is an online help center you can bookmark for any feature related questions.

3. Do I have to upgrade? When does this need to be completed?
Yes, the upgrade is required. You and your users will be automatically the new functionality once Cisco engineers roll it out.

4. Why is this change happening?
The mission of the Cisco Webex team is to enable a single and unique meeting experience in the Webex App for all meetings, including scheduled meetings, meetings in spaces and personal rooms. This upgrade helps them in fulfilling that mission.

5. My UCx with Webex app has updated. What’s next?
Great! If you have any scheduled or recurring space meetings, please reschedule those meetings to generate new meeting links.

6. Will I see the new features on both the desktop & mobile apps?
Yes! Webex is designed for collaboration from anywhere, including on the go! All activity from your messages and call history will be synched. You can seamlessly move between desktop and mobile and always have the most recent activity captured.

7. Will I still have the same features I had before like screen sharing, video, invite guests, and background noise reduction?
Absolutely, the features that we have highlighted are just the new features that are being added. This upgrade keeps all the features you had before and just adds more. This also allows for new features to be added easily so watch for updates!

8. If I host a space meeting in the future will content still be associated with the space the way it is today?
Cloud meeting Recordings (Only available for users with a Premium Package): For users that are internal to the org where the space is created, recordings will automatically be saved to the space like they are today. If a meeting was hosted by an external participant, the recording will be saved on the host site and they will need to manually share in the space.
Chat: Chat that takes place in the meeting, does not get put into the space chat, but like today you can still use chat in the space during a meeting, and to encourage people to do that the host can turn chat off in the meeting.

9. Will there be any changes to Space Sponsors?
Currently the space sponsor is the person who created the space, and space meetings get their feature functionality and capabilities from that space sponsor. If the sponsor leaves the space, it will randomly select another sponsor. The space sponsor assignment will not change but what is changing is that the space meetings will no longer get the feature functionality entitlements from the space sponsor, they will get them from the meeting host (person who starts or schedules the meeting). The space sponsor will no longer affect the space meeting experience.

10. Have the Participant limits changed for my meetings?

•  Standard/Pro or Premium/Elite Users: No, any limitations on your meetings like number of participants, length of meetings, or storage capabilities has not changed.
• Basic/Business Users: Yes, you can now host meetings with up to 100 participants for a max duration of 40 minutes.

11. Are Space meetings going away?

• Standard/Pro or Premium/Elite Users: No. The great news about this is that you will now see the same functionality in space meetings as in meetings hosted in your Personal Meeting Room.
• Basic/Business: No, you now have an additional way to host meetings via your Personal Meeting Room in addition to space meetings.

BASIC/BUSINESS USERS ONLY

12. Will I have a dial-in number for my meetings now?
The meeting join options were not affected by this upgrade so if you did not have a dial-in number before the upgrade you will not have a dial-in option for the new meetings experience. Contact your administrator about changing your package if you need a dial-in option.

13. What does it mean that I have a Personal Meeting Room now?
You now have two options on where to host/schedule meetings, in a space like you have been doing or in your Webex Personal Room. Your Webex Personal Room is your own virtual conference space. Your Personal Room is always available, and you always know where to find it. Share your link with someone with one click in messaging to start an instant meeting with them. To start or schedule meetings in your Personal Room go to the calendar icon in the left menu and click on Start or Schedule a meeting.

14. I now have a 40-minute time limit on my meetings, what happens if I schedule a meeting longer than 40 minutes or it runs over?
Scheduling: You will be allowed to schedule a meeting for longer than 40 minutes.

If you are using the Webex Scheduler you will get a notification that states “Your Basic plan only supports meetings up to 40 minutes. Need to have longer meetings? Contact your administrator.”

Time Limit in Meetings experience:

When you start your meeting you will get a notification that alerts you that the meeting can only be 40 minutes.

You will get a 5 minute warning that the meeting is about to end.

And, you will get a notification that your meeting has ended because you reached the maximum duration of 40 minutes.

Park, Transfer, Hold

1. Can we add Park button on our line keys?
2. Can we move the Park button to the first page?
3. Can the Park/Retrieve buttons be programmed?
4. How do I transfer a call? Can we recall a transfer call if the party don’t answer?
5. How do I transfer a call? and Can we recall a transfer call if the party don’t answer
6. How do I put a call on hold on this phone, and then pick it up on that phone?

Other lines (key system)

7. Can I have other people’s lines on my phone (BLF or SCA)?

System Administration (Admin account, Users, Services, Scheduling, Call Flow

8. I didn’t receive my credentials for signing into the admin portal. (Broadsoft or other
9. How do I add a new user?
10. How do I change AA announcement?
11. How do I change schedule for holiday or emergency office closure?
12. Why are my calls not behaving as I requested?

UCx with Webex – Activation, Meetings

13. I don’t have my WebEx activation email yet
14. We received UCx information for 10 of our users
15. When will we receive the information to download UCx app for the rest of our users?

Meetings

16. How do I schedule meetings?

Call Recording, Storage, Archiving

17. Why am I running out of storage space?
18. Why aren’t my calls being recorded?
19. How do I archive recordings

Voicemail

20. Can the voicemail transcription replace the .WAV file for carbon copies free of charge?

Download PDF Version of this Document

Park, Transfer, Hold

1. Can we add Park button on our line keys?

Yes, calls can be parked and retrieved on the Poly, Polycom, Cisco, and Yealink phones using the Park and Retrieve (Unpark on Cisco phones) softkeys.

Calls can be parked and retrieved in UCx with Webex by placing an existing call on hold, opening a new call, and dialing Feature Access Codes (FAC, or ✱ star codes).

• More detailed park, transfer and hold instructions on Poly phones are here.
• More detailed park, transfer and hold instructions on Cisco phones are here.

Parking a call

• While on a call, select Hold
  • The original call is placed on hold
• Select New Call
• Dial ✱68 + extension you want to park call at
• Select Dial/Send/Call
• The call is parked

Retrieving a call

• Select New Call
• Dial ✱88 + extension you want to retrieve the call from
• Select Dial/Send/Call
• The call is retrieved

2. Can we move the Park button to the first page?

Softkeys may be moved by entering a request with TPx.

3. Can the Park/Retrieve buttons be programmed?

Softkeys may be programmed by entering a request with TPx.

4.  How do I transfer a call? Can we recall a transfer call if the party don’t answer?

• More detailed park, transfer and hold instructions on Poly phones are here.
• More detailed park, transfer and hold instructions on Cisco phones are here.

There are two methods of transferring calls from a physical telephone –

Consultative (a.k.a. announced, warm, soft, handheld transfer)

• While on a call, select Transfer
  • The original call is placed on hold
• Enter the number you want to transfer to and select Dial/Call
• Wait for other party to answer the call and let them know you are transferring a call
• Select Transfer to give them the call
• If the person you are transferring to does not answer or if the call is answered by a voicemail box
  • Select Cancel
    • You will be returned to the original call that is on hold
  • Select Resume to speak with original caller

Blind (a.k.a. un-announced, cold, hard)

• While on a call, select Transfer
  • The original call is placed on hold
• Select Blind
• Enter the number you want to transfer to and select Dial/Call
• The call is transferred at once
• You cannot recall a Blind transfer

5.  How do I transfer a call? and Can we recall a transfer call if the party don’t answer”

UCx with Webex

There are two methods of transferring calls from UCx with Webex –

Consultative (a.k.a. announced, warm, soft, handheld transfer)

• While on a call, select Options (three dots icon)
• Select Transfer
• Enter a name or a telephone number
• Select Consult First
• Select handset icon for audio call or video camera icon for video call
  • The original call is placed on hold
• Wait for other party to answer the call and let them know you are transferring a call
• Select Complete Transfer to give them the call
• If the person you are transferring to does not answer, or if the call is answered by a voicemail box, select Cancel (red X icon)
• You will be returned to the original call that is on hold
• Select Resume to speak with original caller

Blind (a.k.a. un-announced, cold, hard)

• While on a call, select Options (three dots icon)
• Select Transfer
• Enter a name or a telephone number
• Select Transfer Now
• The call is transferred immediately

6. How do I put a call on hold on this phone, and then pick it up on that phone?

• Place a call on hold by selecting the Hold key
• Resume the call by selecting the Resume key
• If you have multiple calls on your phone at the same time
  • Select the call you want to resume using the Navigation arrow keys to highlight the call
  • Select Resume
• You must select the call to Resume it
• You must select Resume before you pick up the handset
• You can only Resume calls that were put on hold on that phone

Other lines (key system)

7. Can I have other people’s lines on my phone (BLF or SCA)?

TPx provides Voice-over-IP system (VoIP) telephony.  TPx does not provide traditional key systems.

The VoIP system can function similar to a key system.  You may have Busy Lamp Fields or Shared Call Appearances on any unused key on the left and/or right side of your phone screen, or an unused key on an attached expansion module (when available, up to 50 BLFs and up to 5 SCAs).

Busy Lamp Fields

• BLFs keys on your phone that will show another user’s phone number
• BLFs allow you to call the other user (like a speed dial)
• BLFs allow you to answer their calls (like an additional line)
• BLFs allow you to monitor their calls (know when they are on the phone
• BLFs allow you to see the line the BLF is connected to
• BLFs do not allow you to not intrude into the call)
• BLFs allow you to transfer calls to the BLF
• BLFs allow you to park calls to the BLF
• BLFs cannot be used to make outgoing calls

Shared Call Appearances

• SCAs are keys on your phone that are another user’s number
• SCAs are another person’s line showing on your phone
• SCAs can make outgoing calls using the and will show the SCAs Caller Line ID
• SCAs can be answer when incoming calls ring on SCA
• SCA is a fully functional additional line

System Administration (Admin account, Users, Services, Scheduling, Call Flow)

8. I didn’t receive my credentials for signing into the admin portal. (Broadsoft or other)

Contact TPx Support.

9. How do I add a new user?

Contact TPx Support.  Adding users has billing and licensing implications and must be done by TPx.

10. How do I change AA announcement?

There are a few ways to change an Automated Attendant announcement/greeting.

The quickest way is –

• Have your Auto Attendant script prepared in advance
• Dial your Voice Portal telephone number
  • If you do not know your Voice Portal number, please Contact TPx Support
• Select ✱ when prompted
• Enter your voice portal extension, then #
• Enter 37243724 # for the password
• Follow the prompts
• Automated Attendant greetings is 1

This will put the announcement/greeting in place at once.

Another method that has more steps but is also more flexible –

WRITE YOUR AUTO ATTENDANT ANNOUNCEMENT SCRIPTS

Create a script for your Auto Attendant announcement that matches the Auto Attendant options.   You may need different scripts for your Business Hours, After Hours, and Holiday announcements.

SET UP VOICE MAIL TO EMAIL

To be sure you are receiving Voice Mails as emails, do the following –

Log in to the Broadsoft administration website – ucx.telepacific.com

• Select Users
• Select Search
• Find the user account
• Select Messaging
• Select Voice Management
• Enter an email address in the box Email a carbon… and check the checkbox
• Select Save

RECORD THE AUTO ATTENDANT ANNOUNCEMENT

• Find a TPx phone that is not yours, preferably in a quiet location.
• Call your extension and let the call go to Voice Mailbox
• At the beep, record the Auto Attendant announcement as a message
• Open your email application and find the email from VMGW@dsci-net.com or dropbox@vm.dsci-net.com
• Right-click the MP3 attachment and save it to a directory

CONVERT THE AUDIO FILE

Broadsoft uses WAV files, so the MP3 file must be converted to a WAV file as follows –

• Using an audio editor such as Audacity, or an online conversion service, convert the MP3 file to a WAV file with the following specifications
  • 8 or 16 kHz audio sample rate
  • 8 or 16 bitmono
  • µ-law, A-law, or PCM audio encoding codec
  • Maximum audio file size – 5MB
  • I recommend 8kHz, 8 bit mono, µ-law

UPLOAD THE FILE TO THE ANNOUNCEMENT REPOSITORY

Enterprise administrators

• With your Enterprise administrator account, log in to the Broadsoft administration website – https://ucx.telepacific.com
• Select Group
• Select Search
• Select the Group you want to add the announcement to
• Under Options in left sidebar, select Services
• Select Auto Attendant and select Auto Attendant you want to add announcement to
• Select Profile
• Select Announcement Repository
• Select Add
• Name the file
• Choose the file from your system
• Select OK to upload
• Go back to Services → Auto Attendant → Menus
• Select the Business or After Hours menu as appropriate
• Select Personal Greeting and select the WAV file in the pull-down box
• Select OK

Group administrator

• With your Group administrator account, log in to the Broadsoft administration website – https://ucx.telepacific.com
• Under Options in left sidebar, select Services
• Select Auto Attendant and select Auto Attendant you want to add announcement to
• Select Profile
• Select Announcement Repository
• Select Add
• Name the file
• Choose the file from your system
• Select OK to upload
• Go back to Services → Auto Attendant → Menus
• Select the Business or After Hours menu as appropriate
• Select Personal Greeting and select the WAV file in the pull-down box
• Select OK

You can load and reload messages to the Business Hours Menu in the AA as needed, say for bad weather day, holiday, etc.  For example, you could load another greeting in place of the usual greeting, then load the usual greeting back after the special day is over.

https://www.tpx.com/support/dsci-wav-file-specifications/

https://www.tpx.com/support/using-audacity-2-0-x-save-wav-files/

11.How do I change schedule for holiday or emergency office closure?

If in doubt about how to change your schedule or call flow, please Contact TPx Support.

NOTE – one TPx customer’s schedule settings may be similar to another or may be completely different.  The steps below should be considered a general troubleshooting guide, and not an end-all-be-all solution for all TPx customers.  The steps assume a basic knowledge of Broadsoft administration, a Broadsoft administrator login ID and password, and a basic familiarity with telephony terms and procedures.  If in doubt about your schedule or call flow, please Contact TPx Support.

An emergency scheduling change depends on the call flow, and there may be many ways of handling an emergency closure with a single call flow.  It is best to know your call flow and select the change to best fit.  Below are some examples –

• Main number rings to a single phone – do one of the following
  • Set Incoming Calls → Call Forwarding Always
  • Set Incoming Calls → Call Forwarding Busy
  • Set Incoming Calls → Call Forwarding Selective
• Main number rings to a Call Center – do one of the following
  • Sign all agents out of queue
  • Call rings according to Routing Policy → Stranded Calls
  • Set Routing Policy → Forced Forwarding to temporarily divert new incoming calls to a different number
  • Set Routing Policy → Holiday Service to divert new incoming calls to a different number based on a Holiday Schedule
  • Set Routing Policy → Night Service to divert new incoming calls to a different number based a schedule, or whether Night Mode has been enabled or disabled.
  • Set Incoming Calls → Call Forwarding Always
  • Set Incoming Calls → Call Forwarding Busy
  • Set Incoming Calls → Call Forwarding Selective
• Main number rings to an Auto Attendant – do one of the following
  • Set Incoming Calls → Call Forwarding Always
  • Set Incoming Calls → Call Forwarding Busy
  • Set Incoming Calls → Call Forwarding Selective
  • Change Business hours, After hours, or Holiday schedule(s)
• Main number rings to a Hunt Group – do one of the following
  • Set Incoming Calls → Call Forwarding Always
  • Set Incoming Calls → Call Forwarding Busy
  • Set Incoming Calls → Call Forwarding Selective
  • Change Business hours, After hours, or Holiday schedule(s)

12.  Why are my calls not behaving as I requested?

If in doubt about your call behavior, please Contact TPx Support.

NOTE – one TPx customer’s call flow may be similar to another or may be completely different. The steps below should be considered a general troubleshooting guide, and not an end-all-be-all solution for all TPx customers.  The steps assume a basic knowledge of Broadsoft administrator, a Broadsoft login ID and password, and a basic familiarity with telephony terms and procedures.  If in doubt about your call behavior, please Contact TPx Support.

There could be many reasons for odd behavior.  Some things to check –

It could be your phone

• Reboot your phone by unplugging network cable (and power cord if you have one)
• As phone reboots, notice any messages on screen, and take a photo with your cell phone
• Once booted up the phone should play a short tune and should show a green check mark next to you extension (top left corner of screen)
• You may see a white or green ‘snowman’ instead of checkmark
• Check if your phone is on DND
• Check if your phone is forwarded to another phone
• Check that your volume is turned up for handset, speaker, and headset
• Lastly, Contact TPx Support

It could be your call flow

NOTE – one TPx customer’s call flow may be similar to another or may be completely different.   The steps below should be considered a general troubleshooting guide, and not an end-all-be-all solution for all TPx customers.  The steps assume a basic knowledge of Broadsoft administrator, a Broadsoft login ID and password, and a basic familiarity with telephony terms and procedures.  If in doubt about your call behavior, please Contact TPx Support.

• Check that your main number is ringing to where you expect by placing a call from your cell phone or an outside phone to your main number
• What happened?
• Did the call ring to where you expected?
• Did it ring to another number or to a voicemail box?
• Check the Schedule settings (if any) for your main number
• What are the Business hours settings?
• What are the After hours settings?
• What are the Holiday settings?
• If main number is an Automated Attendant, Hunt Group, or a Call Center, check the Incoming Call settings Is Incoming Calls → Call Forward Always enabled?
  • Is Incoming Calls → Call Forward Busy enabled?
  • Is Incoming Calls → Call Forward Selective enabled?
• If main number is a Call Center also
• Sign all agents out of queue and let call ring according to Routing Policy → Stranded Calls
• Set Routing Policy → Forced Forwarding to temporarily divert new incoming calls to a different number
• Set Routing Policy → Holiday Service to divert new incoming calls to a different number based on a Holiday Schedule
• Set Routing Policy → Night Service to divert new incoming calls to a different number based a schedule, or whether Night Mode has been enabled or disabled.
• Lastly, Contact TPx Support.

UCx with Webex – Activation, Meetings

13. I don’t have my WebEx activation email yet.

Contact TPx Support.

14. We received UCx information for 10 of our users.

Contact TPx Support

15. When will we receive the information to download UCx app for the rest of our users?

Contact TPx Support

Meetings

16. How do I schedule meetings?

Meetings may be scheduled and created in a few different ways.  Meeting capacity and some meeting features are dependent on your license bundle.  Contact TPx Support if you have license bundle questions.

UCx with Webex – all bundles

• Select your Profile icon → Settings → Meetings
• Select Webex scheduler to schedule meetings using UCx with Webex built-in scheduling tool
• Select Microsoft Outlook to schedule meetings using UCx with Webex built-in scheduling tool
• Schedule a meeting in Outlook calendar
• Use @meet location to schedule with a unique meeting code and password
• Use @webex location to schedule in your Personal Meeting Room (PMR)

UCx with Webex Basic

As of June 2023, UCx with Webex Business users do not have a Personal Meeting Room (PMR) and cannot create meetings outside of using a Space meeting. Limited 40 minute PMR functionality is coming later in 2023.

• Create a meeting in a Space
• Create a Space with one or more people
• Select Meet button, or select Schedule → Schedule a meeting
• Under Meetings
• Select Join a meeting

UCx with/Webex Pro & UCx with Webex Elite

• Create a meeting in a Space
• Create a Space with one or more people
• Select Meet button, or select Schedule → Schedule a meeting
• Under Meetings Do one of the following
• Select Start a Personal Room Meeting
• Select Join a meeting
• Select Schedule a meeting

Call Recording, Storage, Archiving

17. Why am I running out of storage space?

• Contact TPx Support to have your retention time increased.
• Contact TPx Support to purchase a disk space increased.
• Or you can select and archive calls that are in your Integrations list or Recycle Bin. See Smartrecord Archiving below

18. Why aren’t my calls being recorded?

You may need to check settings in Broadsoft and in Smartrecord.
More information please review the following articles to learn more about call recording and here.

Log in to the Broadsoft administration website – ucx.telepacific.com

• Select Users
• Select Search
• Find the user account
• Select Call Control
• Select Call Recording
• Set Record Call according to your needs
  • Always – automatically record all calls
  • Always with Pause/Resume – Automatically record all your calls with the ability to pause and restart recording during the call
  • On Demand –
    • Calls are automatically recorded from the beginning to the end
    • To keep a recording you must record the call
    • Once a call recording is marked as kept, the pause/resume functionality becomes active
  • On Demand with User Initiated Start –
    • Recording of the call is not started until you record the call
    • Once the call is being recorded, the pause/resume and stop functionality become available
  • Never – turn call recording off
• Select OK

Check Smartrecord Subscriber settings

• Sign in to Smartrecord https://smartrecord.dsci-net.com/CallRecorder/Home
• Select Admin
  • If you do not see Admin, please contact your Smartrecord group administrator or TPx support
• Select Organization
• Select Subscribers
• Select a Subscriber
• Check the Subscribers’ Retention Policy and Recording Policy settings
• For assistance, see Smartrecord Help under User Menu → Help or Contact TPx Support

For UCx with Webex Meeting recording issues, Contact TPx Support.

19. How do I archive recordings?

Smartrecord has a built-in archiving to that will run scheduled on one-off archive processes.

• Archive Scheduler
  • Sign in to Smartrecord at https://smartrecord.dsci-net.com/CallRecorder/Home
  • Download and install the Archive Scheduler from User Menu → Client Tools → Archive Scheduler
• When installed, select Modules → Archive Scheduler
• If not already filled in, enter Storage Folder Path and Instance Name (default Instance Name is your computers name)
• Select New
  • Enter a Name for the archive
  • Check Enabled to run the process after saving settings
  • Check Repeat on a Schedule if this is going to be a recurring archive process
  • Select schedule by checking or unchecking Months, Weeks, Days, Hours
  • Enter number of days of calls to archive
  • Select Save

If Enabled, the archive process will run.

For more details, see Smartrecord Help under User Menu Help

Voicemail

20.Can the voicemail transcription replace the .WAV file for carbon copies free of charge?

Contact your salesperson or Contact TPx Support

TPx believes it is critical to ensure proper emergency address information has been entered for all users so that every emergency call gets correctly routed to the Public Safety Answering Point (PSAP) and your employees get the critical response they need if they ever need to dial 911 using UCx with Webex service.

UCx with Webex lets employees self-manage their 911 settings dynamically. The app even detects when a laptop has connected to a new network location and automatically prompts the user to update their 911 settings. Furthermore, addresses entered get validated for format accuracy against a database, ensuring that what gets passed to the PSAP is an accurate, routable address.

This innovation helps reduce the burden on IT administrators who might otherwise be responsible for managing ALI information for many users. This can be particularly beneficial for organizations with many employees or remote workers who frequently change locations. But the true benefit of empowering end users to self-manage their emergency 911 address is improved emergency response times to increased employee safety.

Expectations

• Location Management:
  • The customer is responsible to manage location info natively in the Webex app

• Alerts and Notifications:
  • If customer wants to change or add an E-Mail destination for 911933 notifications, they must submit a support request to TPx to do this.

E911 Settings on UCx with Webex Desktop

Once logged into the app users will have an E911 Settings icon at the bottom part of the application. Webex will prompt the user If:

• A user is physically at a location Webex has never registered before
• The network the user is connected to changes (Example, switching from plugged in to WiFi)
• The user ignored the previous prompt. (Waits 24 hours)

Procedure for Testing

• Call 933 to reach an automated verification service that will read back your current 911 address settings
• Hang up after hearing the correct address.
• Note, TPx uses a Callback DID Pooling system for all emergency calls so the number that 933 reads back to you will not be the specific telephone number you are calling from. But it will route back directly to you.
• From your mobile phone, you can call the DID Pooling-assigned number to simulate a PSAP callback.
• Ensure the call is routed back to the Webex user used to make the 933 Test call.

Frequently Asked Questions

Q: Is UCx with Webex compliant with Kari’s Law and The Ray Baum’s Act?
A: Yes. The features discussed in this brochure assist business to comply with these FCC regulations.

Q: I entered an address, but Webex says it’s invalid. What do I do?
A: Use the USPS Validation tool to check that you are using the correct format.

Q: I work from home and already registered my address, but I got a prompt asking for my address again. Why?
A: This usually happens if you are connecting your computer both physically and wirelessly or if your WAN IP address changes. Register your 911 address again and the system will store it for this “new” combo.

Q: I logged into my phone, but don’t get the E911 popup.
A: Nothing is wrong. This is expected behavior. Any 911 calls made using a cell phone will be directed to the phone’s native dialer, so the call is made using the mobile network instead of Webex.

Overview

Microsoft Teams users now have access to a comprehensive enterprise grade UCx with Webex Calling experience through an enhanced integration. Accessible with a single click from within the Microsoft Teams interface, users have access to Webex Calling features like mid-call control, voicemail, call history, directory search, and our market-leading Audio Intelligence noise removal technology.

Seamlessly integrated into the Microsoft Teams interface, businesses can now provide users with the proven, reliable enterprise calling experience they need with Webex Calling directly from within Microsoft Teams.

Webex Calling integration with Microsoft Teams provides users with the best calling experience through the Microsoft Teams interface. It’s included at no additional cost with a UCx with Webex Softphone service from TPx.

Prerequisites

• Webex App and Microsoft Teams
• Latest or a supported release of UCx with Webex (Min of Softphone only licensw)
• Configure Microsoft Teams: Teams Administrators must configure your Teams app with Webex Calling. Refer to Configure Microsoft Teams for Webex Calling for details.

Make a Call

1	In the team space, click Webex Call  in the side menu.
2	Start typing a name, telephone number, or video address of the person you want to call. Typing a name searches your personal directory-synchronized and Outlook contacts.
3	Select the contact you wish to call and click    or    to connect.

Turn a chat into a call

1	In direct chat, click Webex Call below the message window.
2	Select the number under the contact to view calling options in the drop-down list.
3	Click  or  to connect. The app opens in a new window.

1	In direct chat, click Webex Call  below the message window.
2	Select the number under the contact to view calling options in the drop-down list.
3	Click  or  to connect. The app opens in a new window.

Call a channel member

Use Webex Calling to call another member in the channel and without creating a direct space.

Before you begin

Administrators––Click Webex Call to access permissions and allow Read the members of channels.

1	In a channel, click Webex Call in the message window.
2	Start typing the member’s name in the Select or search field, then select their name. (Optional) Click the drop-down under their name to change the outbound call options.
3	Click  or to connect.

Add up to 20 contacts inside or outside of your Outlook or Azure Active Directory as speed dials. The app saves your speed dials to your Microsoft 365 profile so you can call your most frequent contacts quickly and easily.

1	Go to Webex Call in the side menu.
2	Click Add a speed dial.
3	Type the name of a directory contact, or for a custom contact. ·       Add an Outlook or Azure Active Directory contact—Select the contact and choose the number from the drop-down. ·       Add a custom contact—Click Create new speed dial and enter the Name and Phone. The Name field has a maximum character limit of 100, and the Phone field has a maximum character limit of 50.
4	Click Add.

Manage speed dials

Go to Webex Call in the side menu.

• Edit a custom contact—On a contact’s card, click Ellipses > Edit speed dial.
• Re-arrange your speed dials—Click and drag your speed dials to change the order of how they appear on the screen.
• Remove a speed dial contact—On the contact card, click Ellipses > Remove from speed dial.

View recent calls

Missed a call and want to see who it was? See up to 20 of the calls you’ve made, received, and missed in the last 7 days in your Recent calls. You can even call them back at the same number they called you from.

The contact name, phone number, and call type isn’t displayed for unknown numbers.

BroadWorks administrators must enable unified call history to ensure this feature works correctly. See Webex for Cisco BroadWorks Configuration Guide for more details.

UCM On-prem administrators must enable unified call history to ensure this feature works correctly. See Webex Call Integration with Microsoft Teams for On-prem UCM for more details.

For Dedicated Instance, see Webex Call Integration with Microsoft Teams for Dedicated Instance for more details.

For UCM Cloud, see Webex Call Integration with Microsoft Teams for UCM Cloud for more details.

1	Go to Webex Call  in the side menu.
2	In your Recent calls, hover over a call and click  or  to connect. Note: Recent calls list in Webex Calling tab is auto-refreshed every one minute so that you have the visibiliy of latest recent call records.

Find your work phone number and access call settings

Go to Webex Call in the side menu, you can find My number at the top left corner which shows your work number.

You can now access and update Webex App call settings directly from the Webex call integration in the Microsoft Teams, without having to interact directly with the Webex App.

1	Go to Webex Call  in the side menu.
2	Click Call Settings at the top right corner.
3	Update your settings and click Save.

Configure Microsoft Teams for UCx with Webex Calling

Install the Webex Calling as the default calling option for all users in your organization.

Use this article to configure your Teams app with Webex calling options. The  icon is added to the left navigation and as a messaging extension. With the Teams calling option turned off, everyone in the organization uses the same platform to make and receive calls.

Before you begin

• Verify that users have been assigned a seat licensefor UCx with Webex (Softphone Only Seat) from TPx
• Users must have the Webex App
• Make sure you are a Teams Administrator.
• It can take a few hours for changes in Microsoft Teams to take effect.

Configure to hide Webex App window for Microsoft Teams users

The TPx administrator of the Webex Call integration with Microsoft Teams, can configure to hide the Webex App window when users interact with the Webex Call integration with Microsoft Teams.

For organizations that have chosen to use the Webex Call integration with Microsoft Teams, the integration is the users’ primary interface to UCx with Webex services. Once configured, the Webex App will still be installed and running on your users’ computers, but its window will be closed by default. Actions taken in the Webex Call integration may launch specific features in the Webex App, but, in general, the users don’t need to interact with the Webex App.

Your TPx administrator, through Control Hub, can configure to hide the Webex App window in the following levels:

• Organization level
• User-group level
• User level

Configure to hide Webex App window for an organization

The settings configured at the organization level automatically apply to all users under the organization.

1	From the customer view in https://admin.webex.com, go to Services in the left navigation bar and click Calling > Client Settings.
2	Go to Microsoft Teams integration section, toggle on Hide Webex windows.

Configure to hide Webex App window for a user-group

TPx administrator can configure to hide the Webex App window for a user-group through a Calling template. Create a template and assign to a user-group. The configuration in the template applies to all users in the group.

To create a new template to hide Webex App window:

To apply an existing template to a user-group:

Few pointers to consider when applying the Calling templates:

• When a user is on boarded to an organization, the user inherits the settings from the organization-level.
• If the user is added to a user-group, then the settings from the Calling template apply.
• If a user belongs to multiple user-groups, then the template with the highest rank (Rank 1) takes the highest precedence and that template settings apply.
• If the user has individual user settings, then these settings take precedence over user-group or organization-level settings.

See Configure settings templates for more information about managing your templates.

You can apply the existing template either from Group section or Calling section.

To apply template from Group section, see: Configure settings template.

To apply from the Calling section, perform the following steps:

Configure to hide Webex App window for a user

The individual user settings value overrides the organization-level and user-group level settings.

From the customer view in https://admin.webex.com, go to Management in the left navigation bar and click Users.

Choose the user and then click Calling.

Go to User Call Experience and click Microsoft Teams Integration.

Toggle on Hide Webex windows. Once you’ve configured the settings for a user, perform further modifications on the user-level. User settings don’t automatically return to the default setting of an organization.

Once you’ve configured, the users need to restart their Webex App, and sign in to view the change.

If users want to interact with the Webex App itself, they can access it from the system tray on Windows and the menu bar on Mac. The Webex App is visible only in the Windows taskbar or macOS dock when a window is active and in-use. Webex App in Windows system tray Webex App in Mac menu bar

Data Sheets
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