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Allow Phone Services to be disabled in Webex Teams

This feature was available in Jabber. It was useful for contact center agents who switch from working from home to working in office.

  • Guest
  • Oct 21 2020
  • Future consideration
  • Rikard Krvaric commented
    1 Dec, 2023 08:41pm

    We need this as well. It can be in the settings.

    Some users only want to answer the phone on the physical phone in the office, but when working from home, they are not interested in answering the phone.

    So, when someone does call, it rings, and rings.

    My only option now is to disable the CSF.

  • Guest commented
    9 Feb, 2023 03:35pm

    I support a campus environment where we have different levels of knowledge workers. Whether the on-off premise example below or that the employee signed into phone services on accident creating a helpdesk ticket to disconnect. We utilized the "disable phone services" feature in Jabber more than we realized. Now were migrating to WxCC having a choice for you answering device brings this to light even more.

  • Guest commented
    9 Feb, 2023 01:58pm

    @Seongho - thank you for the response. We have users who split time between home and office and they have a desk phone in the office. When they are in the office they don't want their soft phone and their desk phone both ringing. We also have users on mobile who want chat after hours on their mobile device but don't want their phone ringing. We recently upgraded CUCM and enabled SSO, so now they don't get a choice to sign in to phone services or not, even after a local database reset - it happens automatically when they log in to Webex. As Leigh mentioned, in Jabber you have the choice to sign in or out of phone services and our users appreciate this option.

  • Leigh commented
    9 Feb, 2023 01:20pm

    Another solution, albeit a bit heavy-handed, is to have your WebEx Portal admin remove the ability for WebEx to register to CUCM. Of course, this is only a solution if the users in question always have a desk phone available for use.

  • Leigh commented
    9 Feb, 2023 01:15pm

    The ability to switch between desk phone and softphone, as well as the ability to disable phone services, is/was available in Jabber. To deprecate one application in favor of another that is missing multiple features is not beneficial to the customer, especially Call Center Agents.

    My personal bandaid is to have both applications on my computer. Open Jabber first, and that app will have the service. Then open WebEx and choose "No" when prompted to sign into phone services. Finally, set Jabber to use the desk phone if one is available. Ridiculous to have to do this, but it works.

  • Anton Sweeney commented
    9 Feb, 2023 11:07am

    Ok, but it's in the roadmap for nearly two years now. Would it be possible to give an indication of when this might be implemented? On the face of it, a switch to "hide" phone functionality from end users - and resulting error messages - doesn't seem like it would take too much resources to implement.

  • Admin
    Seongho Hong commented
    9 Feb, 2023 12:23am

    @sdammen. We have this in our roadmap. It's just that it has not been committed to any specific release yet. Other than the reasons already provided by other members here, can you please tell me why your users do not want the phone services on the Webex App?

  • Guest commented
    8 Feb, 2023 03:40pm

    This is listed as "Future consideration". Is there an update on this request making it into the roadmap? We have a number of users who have a desk phone they use in the office and a Webex soft phone they use at home with the same line. When they are in the office they don't want phone services connected in Webex.

  • Anton Sweeney commented
    10 Oct, 2022 03:23pm

    Necessary! The last thing we want is to have new Webex users' first experience to be an error message saying they need to connect to a phone service...

  • Wouter Groenewold commented
    19 Jul, 2022 07:39am

    I need the phoneservice to be disabled as well. Super annoying to get "missed calls" in Webex as I picked up the phone with my handset.

  • Guest commented
    17 Aug, 2021 03:12pm

    This should be a feature.

  • Guest commented
    3 May, 2021 06:16pm

    Absolutely neccessary ! I am missing this

  • +1