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Cisco Confiden tial

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#CLS-2211

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Leverage Webex Calling to
overcome modern challenges
and scale business growth
CLS-2211

Susan Parrish
Cisco Webex Technical Enablement Specialist

© 2024 Cisco and/or its affiliates. All rights reserved.

Susan Parrish
Cisco Enablement
Specialist

Musical theater wanna-be

Recent empty-nester, but
still have our fur baby
Love the beach and
boating even though I get
motion sickness
Course objectives

Identify common Analyze real-world Explore Webex Calling Implement Webex

communication business problems features Calling solutions
challenges Examine real-world Gain comprehensive Learn how to apply Webex
Understand and articulate scenarios to see how knowledge of the robust Calling features to
the common Webex Calling has features and functionalities streamline communication
communication challenges successfully resolved of Webex Calling that processes within an
that modern enterprises communication issues in address these organization, enhancing
face, including fragmented various business contexts. communication challenges. efficiency and
communication channels, collaboration.
inefficient call
management, and
scalability issues.

© 2024 Cisco and/or its affiliates. All rights reserved.

Agenda

01 Common business challenges

02 Solutions by role

03 Putting it into practice

04 Questions

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What business challenges do you

face in your organization?

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Who are these
challenges keeping
up at night?
Who are these challenges keeping up at night?

• Strategic Planning • Incident & Problem

• Recruitment & Staffing
• Technology Management Management
• Employee Relations
• Security & Compliance • Team Training & Education
• Training and Development
• Innovation & Improvement • Team Leadership
• Compensation and Benefits
• Disaster Recovery & Business • Customer Service
• Compliance & Legal
Continuity • Resource Management
• Technology Utilization
• Performance Monitoring • Policy & Procedure
• Data Analysis & Reporting
• Vendor Management Development
• Health and Safety
• Project Management • Service Management

Technical Support
Directors of IT Human Resources
Managers

© 2024 Cisco and/or its affiliates. All rights reserved.

Let’s meet our customers
All names, characters, businesses, places, and events in this
presentation are the brainchildren of our creative team, aka Susan.

Any resemblance to actual persons, living or undead, or real events is

just one of those bizarre coincidences.
Meet Eugene

Director of IT
VitaMed Industries

Personal motto
Have you tried turning it off and on again?

Enjoys long walks through the server room

and romantic dinners with his favorite router
Does an impressively realistic impersonation
of a dial up modem
© 2024 Cisco and/or its affiliates. All rights reserved.
Vitamed’s Challenges
Mergers & acquisitions Small IT staff Budget

Disparate systems Management of systems Infrastructure

with multiple vendors
Implementation
Different PSTN providers Onboarding locations &
at new locations users Maintenance

New users

© 2024 Cisco and/or its affiliates. All rights reserved.

How can Webex Calling help Eugene get
more sleep?
Vitamed’s Challenges
Mergers & acquisitions Small IT staff Technology Sprawl

Disparate systems Management of systems Infrastructure

with multiple vendors
Implementation
Different PSTN providers Onboarding locations &
at new locations users Maintenance

Flexible
deployment Control Hub Cloud solution
options
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PSTN Options

Customer site Premises-based

PSTN

Cisco Calling Plan

Access
Network
Endpoints
Cloud Connect for
Webex Calling

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Global cloud platform

Proven Webex Calling availability

99.999%
© 2024 Cisco and/or its affiliates. All rights reserved.
Cloud calling
advantages
• Rate of innovation
• Unified app
• Broad integrations: First party
(Webex Calling for Teams / Chrome,
and third party (Dubber, Imagicle,
CallCabinet)
• Simpler administration
• Flexible migration
• Business continuity
• No more upgrades by IT
Demo
Location creation
PSTN connections
Meet Annie

People & Operations Manager,

Wealth Innovations

Personal motto
Turning coffee into compliance, one policy at
a time!

Enjoys perfecting her coffee art skills and

challenging colleagues to impromptu dance-
offs in the break room
© 2024 Cisco and/or its affiliates. All rights reserved.
Wealth Innovations’ challenges
Work-life balance Physical office space Compliance

Remote work Access to tools Recording

Continued collaboration Temporary spaces Emergency calling

Security
Collaboration spaces

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How can Annie keep her coworkers happy
without bribing them with coffee?
Wealth Innovations’ challenges
Physical office space Work-life balance Compliance

Access to tools Remote work Recording

Temporary spaces Continued collaboration Emergency calling

Security
Collaboration spaces

Workspaces & Webex App Nomadic e911

devices
© 2024 Cisco and/or its affiliates. All rights reserved.
Workspaces

Represent physical spaces in Control Hub

• Meeting rooms
• Huddle spaces
• Co-creation areas

Not assigned to a specific user, but rather a

physical location

Requires a Common Area Workspace or

Professional Workspace license
Hotdesking

Allows your organization to make

the best use of office space
People using shared workspaces can
sign in and book a shared phone for
their workday
Allows more than just personal
number to be configured with the
user identity

26
Demo
Workspaces in Control Hub
Emergency Services
Emergency calling services for any location
Requires configuration in Control Hub

Emergency Callback Number Emergency Location Identifier Emergency Call Notification

(ECBN) (ELIN)

Number shared with emergency Consult local regulations and Provides a system-generated
services network provider email when an emergency
number is called
Updated with PSTN provider

Admin defines
location address
Address updated
Customer automatically

Cisco PSAP
PSTN Dispatch
ECBN

© 2024 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 30 30
PSAP
Enhanced emergency (E911) services
Emergency Call
Emergency calls are identified and sent to RedSky
service instead of configured PSTN
PSTN Call
Horizon RedSky-enabled locations are individually enabled
in Control Hub
All emergency calls from a RedSky-enabled location
PSAP
go to RedSky
PSTN
Internet Fixed phone ESA determined by network-wire map
Webex app ESA determined by HELD+ (HTTP-
Enabled Location Delivery)
Customer Site

Exception: Cellular-based phone clients send emergency

calls using a native dialer

Webex® Calling Endpoints

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Nomadic E911
Webex App
experience
New Location
Scenario: User connects to Webex® Calling
services from a new location
• Webex App sends infrastructure information
• No existing mapping exists for the user
• Webex App presents window for user to set
their location
• Once the address has been validated and
accepted, the E911 Setting status turns green
• Users can call 933 at any time, for address
verification
Nomadic E911
Webex App
experience
Existing location
Scenario: User has set their current location
or returned to a previously defined location
• Webex® App sends infrastructure
information
• The location is associated with the
client
• The E911 Setting status turns green
• Users can call 933 any time for
address verification
Meet Gordon

Premium Provisions
Manager, End User Support

Personal motto
Keep calm and let me Google that for you!

Avid collector of vintage floppy disks

Enjoys crocheting and teaching his cat, Leia,
to code
© 2024 Cisco and/or its affiliates. All rights reserved.
Premium Provisions’ challenges
Customer satisfaction Growing customer base Employee training

Bad online reviews Increasing call volume No visibility on calls

Low NPS scores No call analytics No coaching capabilities

No agent analytics

© 2024 Cisco and/or its affiliates. All rights reserved.

How can Gordon turn those sidekicks into
superheroes?
Premium Provisions’ challenges
Customer satisfaction Growing customer base Employee training

Bad online reviews Increasing call volume No visibility on calls

Low NPS scores No call analytics No coaching capabilities

No agent analytics

Customer Experience Basic Analytics

& Essentials
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Demo
Call Queue creation
Call Queue analytics
Putting it into practice

Assess your business Planning & deployment Training and adoption Continuous
needs improvement

Identifying communication Setting up a project team Employee training Monitoring in Control Hub
gaps programs
Phased rollout approach Gathering feedback &
Evaluating current Cisco resources iterating
infrastructure
Encouraging user adoption

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Training Expedition
A gamified experience that makes learning more fun!
Complete to reach Navigator status.
Explorer Adventurer
Session Game Code: 40-70 80-110
Points Points
MP75

Pioneer Navigator
MP75
120-160 170+
Points Points

Show your points at the "Ask the Experts" booth in the Expo Hall starting
on Wednesday, October 23rd to redeem prizes. One prize per level.
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Feedback

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