If your company uses Webex Cloud Calling, users must be properly added, updated, or removed so they can make and receive business calls. User changes may include adding a new employee, removing a former employee, changing an extension, updating voicemail, or assigning a phone number.
Depending on your company’s setup, Webex user changes may be handled by your internal administrator, MCC, or both.
When Should You Add a User?
You may need to add a Webex Calling user when:
- A new employee joins your company
- An existing employee needs a business phone number
- A user needs access to the Webex App for calling
- A desk phone needs to be assigned to a person
- A user needs voicemail, call forwarding, or other calling features
- A user is moving into a role that requires phone access
When Should You Remove a User?
You may need to remove or update a Webex Calling user when:
- An employee leaves the company
- A user no longer needs phone access
- A number or extension needs to be reassigned
- Voicemail should be disabled or forwarded
- Calls need to route to another employee or department
- A desk phone is being reassigned
Removing a phone user should be part of your employee offboarding process.
Information Needed to Add a Webex Calling User
To add a new user, provide as much information as possible so the account can be created correctly.
Helpful information includes:
- Business name
- New user’s full name
- New user’s work email address
- Desired phone number or extension, if known
- Location or branch
- Department
- Job title or role
- Whether the user needs a desk phone, Webex App, or both
- Desk phone model or device information, if available
- Voicemail requirements
- Call forwarding or call routing needs
- Desired go-live date
If the user is replacing another employee, include the previous employee’s name and whether the number or extension should be reassigned.
Information Needed to Remove or Update a User
To remove or update a Webex Calling user, include:
- Business name
- User’s full name
- User’s phone number or extension
- User’s work email address
- Effective date for the change
- Whether the number should be reassigned, forwarded, or disconnected
- What should happen to voicemail
- Whether any desk phone should be reassigned
- New user information, if replacing the employee
Do not simply remove a user without deciding what should happen to the phone number, voicemail, and call routing. That is how important calls end up in the void, and the void is terrible at customer service.
If Your Company Manages Webex Internally
If your company has an internal Webex administrator, user changes may be completed in Webex Control Hub.
Cisco Control Hub is the admin portal used to manage Webex users, calling, devices, licenses, permissions, and related settings. Only authorized administrators should make these changes.
For user changes, your admin may need to:
- Add or deactivate the user
- Assign or remove a Webex Calling license
- Assign a phone number or extension
- Configure voicemail
- Assign a desk phone or device
- Update call routing
- Reassign numbers from former employees
- Confirm location settings
If MCC Manages Your Webex Phone System
If MCC manages your Webex phone system, contact MCC to request user additions, removals, or changes. (Please be advised, adds/moves/changes are NOT included in maintenance contracts and will be an additional charge.)
Submit the request before the change is needed whenever possible, especially for new employees, employee departures, office moves, or larger phone system updates.
Best Practices for User Changes
For smoother user management:
- Request new users before their start date
- Include the user’s correct email address
- Confirm whether the person needs a desk phone, Webex App, or both
- Decide what should happen to former employee numbers
- Update voicemail greetings when roles change
- Remove access promptly when employees leave
- Review call routing after staffing changes
When to Contact MCC
Contact MCC if you do not manage your phone system internally and:
- You need to add a Webex Calling user
- You need to remove or deactivate a user
- A number or extension needs to be reassigned
- A user cannot make or receive calls
- A new user cannot sign in to Webex
- Voicemail needs to be reset or updated
- A desk phone needs to be assigned or moved
- You are not sure who manages your Webex phone system