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Webex App does not remember previous connection method, for calling.

Webex App should "remember" the previous connection method.

I recently ran into an issue whereby I inadvertently added "Register to CUCM" to a user license, on Webex Control Hub. After that change, all users, set up with Webex Calling, found phone services to be disconnected (on their Webex Apps on PCs and mobile devices); it seems to be because the Webex App tries to register with on-premise CUCM (and fails) and doesn't automatically try to register with Webex Cloud.

I was able to restore the phone services by removing "Register to CUCM" option under Calling License (on the Control Hub). Webex could be smarter by remembering and connecting to Webex Cloud calling and save customers such inadvertent service outages.

  • Guest
  • Jun 10 2022
  • Already exists
  • Admin
    Alec Walker commented
    16 Nov, 2022 01:39am

    Yes, this is a confusing experience. The assignment of TWO calling licenses-- a UCM license and a Webex Calilng license-- is possible. This covers as migration scenario as is documented in this help article:

    The idea is that an on-premise user (accessing through Webex app) will connect through their UCM license; but the administration can still be performed through Control Hub to configure the WEbex Calling license. If you want the Webex App to go back to the Webex Calling experience, un-entitle the UCM for that user or users.