• Webex Services Welcome Kit

  • What Are Webex Services?

  • Webex is a simple to use web conferencing solution that allows users to exchange information and ideas with anyone, virtually anywhere, on almost any device.

    Key Benefits:

    • Cross-Platform Support- Users can join from the platform of their choice: Microsoft Windows, Apple Mac, Linux, etc.
    • Desktop Integration- Meetings can be started instantly from Microsoft Office, Microsoft Outlook, IBM Lotus Notes and a variety of instant messaging solutions.
    • Mobile Device Support- Most common mobile devices are supported.
    • Enhanced Productivity- Integrated with Cisco UC&C suite of products.
    • Lowers Costs- Decreases the need for travel, face-to-face meetings and associated travel costs.

    There are four versions of Webex Centers:

    Webex Meeting Center:

    • The flagship offer, targets the average knowledge worker
    • Allows users to share presentations and applications
    • Video is integrated via web cams
    • Collaboration Meeting Rooms (CMR) add-on feature allows purpose built video devices to join
    • Audio conferencing integrated through Cloud Connected Audio (CCA) or Telephony Service Provider (TSP) audio.

    Webex Event Center:

    • Webinar and online event solution
    • User manages event from start to finish including:
      • Registration
      • Post-event follow up
      • Analysis
      • Provides cost effective tool to share materials to a large audience

    Webex Training Center:

    • Online training tool to deliver live training to any user
    • Includes interactive tools including breakout sessions, hands-on labs and integrated tests
    • Manages training costs while reaching a broader audience

    Webex Support Center:

    • Enables customer service teams an easy way to provide support & online assistance
    • Fast, personalized service available anytime, virtually anywhere
    • Helps improve productivity and increase customer satisfaction

    Enterprise Edition

    • Bundle of above 4 options (Webex Meeting Center, Webex Event Center, Webex Training Center, and WebEx Support Center)

    Webex Services Features and Audio Options:

    Cloud Connected Audio (CCA)

    Cloud Connected Audio (CCA) provides global audio conferencing based on the peak number of concurrent ports used by a customer and brings together Verizon’s global IP network capabilities with Cisco’s Cloud Collaboration offering. CCA is an end-to-end audio solution that uses on premise IP telephony network to provide an integrated audio experience for a WebEx meeting. CCA uses a dedicated connection to the Cisco WebEx cloud and Off-net users connect via the Public Switched Telephone Network (PSTN).

    The graphics below depict a typical CCA configuration and Service Level Architecture:

    Toll Named User

    A per user license that enables unlimited audio conferencing from many countries. Toll dial in and dial out are supported.

    Integrated Verizon Audio Conferencing Services

    Provides Verizon global audio conferencing, with usage-based billing

    Collaboration Meeting Rooms

    Cisco Collaboration Meeting Rooms (CMR) helps you communicate and collaborate more effectively with employees and all the others you do business with around the globe. CMR seamlessly integrates voice, video and content sharing for interactive meetings with anyone, on almost any device, virtually anywhere. These tools can plug into Cisco TelePresence and many other leading conference-room video systems to help participants collaborate more effectively. By providing simple, flexible collaboration, CMR helps your workforce get more done, faster.

    Webex Personal Meeting Room

    Creating your own meeting space is easy with Personal Meeting Room (PMR). This feature lets you quickly set up and hold meetings using your own unique meeting URL. Your unique URL stays active, letting your colleagues know where to go while giving them the same Webex experience.

    Below are highlights of what you can do in your room:

    • Start a meeting without having to use the meeting scheduler.
    • Access all the functionalities of a normal Webex meeting, such as content sharing, inviting additional people, reminders and recording.
    • Lock and unlock your room if you need privacy or have back-to-back meetings.
    • Mute and unmute anyone on the participant list, which shows everyone, including each video device or application used for joining the meeting.
    • Lock the video to the view of the person that you want everyone to see (regardless of who is speaking).

    Any participant can leave the room at any time. If the host leaves the room, the meeting ends for all participants. To leave the room without ending the meeting, assign the host role to someone else before leaving.

    Webex Teams

    Webex Teams is an integrated business collaboration tool which allows customers to message and meet, virtually anywhere, and anytime on almost any device, via wireline and wireless devices. Hosted in the cloud, Webex Teams uses built-in communications techniques to manage your collaboration needs and all your important data and docs are securely accessible from one place. It also helps make your team’s Webex sessions more productive by allowing credentialed members to store, share and update group working files or media for the lifetime of a project. It combines important business capabilities in one simple interface to form a single experience.

    You are never more than one click from initiating and receiving voice and video calls, joining meetings, scheduling meetings, and more. This is all done with the historical context of team and one-to-one interactions, including shared files and persistent messages.

  • Your Verizon Services Team

  • Your Verizon Services team will help guide you through the full scope of services from contract signature to the implementation of your service.

    Verizon Account Team

    Your point of contact for account and sales related issues. Responsibilities include:

    • Client communication
    • Pricing and contracting issues or questions.

    Collaboration Consultant

    Participates with you in the Customer Kick-Off Call, status calls, and project meetings. Responsibilities include:

    • Requesting the Onboarding Specialist for you
    • Providing you with the Billing Account Number (and AuthorizationCode if applicable) which is needed when calling the Verizon Help Desk with billing and other account releated questions
    • Coordinating your Webex Services design
    • Assisting with the Webex Services Pre-sales Checklist which is needed to complete the order
    • Completing the CCA Telephony Domain Configuration Form to identify the dial in and dial out countries (CCA customers only)
    • Completing the Net Enrollment Form to order your Webex Services sites and features

    Note: Solution Architect, Engineering, and Product Deal Desk will be engaged as needed

    Onboarding Specialist

    Your point of contact for the Onboarding process. Responsibilities include:

    • Providing a seamless and thorough introduction to Verizon Conferencing solutions.
    • Making migration recommendations for success based on past experiences.
    • Initiating, Planning, and Executing the Migration Plan. Details below:
      • Provide a project plan, based on scope to be used by the Onboarding Specialist to manage deliverables, assess progress, highlight milestones and manage change management issues and any ongoing questions.
      • Review and agree upon on project milestones and timelines
      • Review Webex site configuration requirements and delivery date
      • Develop communication content and timelines for delivery (Service Announcement samples, User Guides, FAQ)
      • Review Site Administrator features and settings with the Customer Site Admin
      • Coordinate Service Launch with Customer
      • Evaluate the effectiveness of the project plan by monitoring usage for 60 days
      • Conduct first invoice audit to verify accuracy (rates, license/port count, network based recording storage, etc…)
      • Review post-implementation support contacts

    Customer Success Specialist

    Works side by side with Onboarding and the Verizon Account Teams and is your point of contact for:

    • Consulting on end-user training collateral.
    • Overall End User Collaboration Education and Ongoing Adoption Strategy
      • Use Case development to achieve the Customers desired Business Outcomes
      • End User Awareness campaigns and Surveys
      • Validation of End-User experience and productivity gains with Monthly Usage Analysis Reviews
      • Continued education on site admininistrative functionality
    • Providing focus on your business priorities, pain points and driving solutions

    Net Conferencing Technical Support Team

    Your point of contact for technical support issues. Responsibilities include:

    • Site Provisioning:
      • Providing you with an e-mail confirmation once provisioning is complete. The email will include the Site Administrator login and password, and instructions for login.
    • Incident Management
      • Near real-time trouble shooting of technical issues
      • Provides ticket status and resolution

    Customer Relations

    Your point of contact for invoicing, billing, and reporting issues requiring resolution.

    Customer Webex Site Administrator

    Customer employee who handles Webex Host provisioning and is responsible for:

    • Adds, Changes, and Deletes of Webex licenses

    Note: Any increase in the contracted number of Webex licenses may incur an additional cost. Ask your Verizon Account Team or Collaboration Consultant for details.

    • Managing the Webex features
    • Managing the host lists and bulk-upload if applicable
    • Engaging with the Verizon Help Desk to work through any technical issues
  • Verizon Steps for your Webex Services (including CCA, CMR, and Spark features)

  • Verizon will take the following actions to provide a smooth implementation of your WebEx Services. Unless otherwise stated, the steps below outline WebEx Services. Any different information for Cisco Cloud Connected Audio (CCA) and Collaboration Meeting Room (CMR) features will be broken out:

    • Your Collaboration Consultant will engage your Onboarding Specialist for deployment of your WebEx Services
    • Onboarding Specialist will host the Customer Kick-Off Call. Information to be covered at the Customer Kick-Off Call includes:
      • Onboarding Overview – review of the Onboarding Specialist role and the Onboarding process
      • Project Scope
      • Webex Services Pre-sales Checklist
      • CCA Telephony Domain Configuration Form (if applicable)
      • Customer Desired Delivery Date:

    Note: Your sites cannot be released until your rates are in effect. Rates are effective the first day of the second full billing cycle after the co-signature of the contract.

      • Billing & Reporting
      • Training & Communication Plan
    • Onboarding Specialist will define expectations and develop strategy with you including:
      • Identifying the target audience and locations
      • Determining billing requirements
      • Determining customer desired delivery date
      • Discussing the communication initiative and training
      • Reviewing support model and responsibilities
    • Onboarding Specialist will work with you on an Implementation Plan including:
      • Discussing customer leader/user data
      • Developing communication content
      • Coordinating the training resources and timeline
      • Planning communication intervals and timelines
    • Collaboration Consultant will work with you to confirm all the required infrastructure is in place for implementation in accordance with your contract.
    • Verizon Account Team completes your Net Enrollment Form to order your features.
    • For CCA Only- Collaboration Consultant and Conferencing Solutions Manager work with you to complete and submit the CCA Telephony Domain Configuration Form.
      • Collaboration Consultant and Conferencing Solutions Manager will submit the CCA Telephony Domain Configuration Form with Net Enrollment Form to order the Webex sites.

    Note: If this form is not filled out correctly it will cause a delay in your CCA site order.

    • Once provisioning is complete, you will receive a confirmation email from the Net Conferencing Technical Support Team. The email will include:
      • Site Administrator login and password
      • Instructions for login
      • Correct link to access the site

    Note: As Site Administrator, you will have host account maintenance access including abilities to add, modify and de-activate host accounts and update user features.

    Note: Customer Site Administrator will manage Webex host lists and bulk-upload if applicable.

    • Onboarding Specialist to provide you the Customer Webex Site Administrator training including:
      • How to handle adds, changes, and deletes of Webex licenses.
      • If the site is Single Sign On (SSO) enabled, a configuration session will be scheduled with you.
      • Assistance with WebEx Host provisioning.
    • Onboarding Specialist will drive the transition from planning, to delivery and use of the Webex service by:
      • Verifying all project actions have been completed.
      • Transitioning all required responsibilities to the Account Team, Customer Success Team, and to the Customer Webex Site Administrator.
    • Your Verizon Account Team will provide you with the Billing Account Number / Authorization Code needed (depending on the service) when calling the Verizon Help Desk with billing and other account releated questions.
    • Onboarding Specialist will review the first invoice with you.
    • Onboarding Specialist will help you monitor the user experience evaluate the deployment effectiveness (60 days after deployment to end users).
    • Customer Success Team will provide ongoing training and support of your WebEx Services.
  • Customer Responsibilities for Deployment of the Webex Services

  • The following steps on your part will also lead to a successful and timely delivery of your Webex Services:

    • Dedicate an internal resource that coordinates with the Verizon Conferencing Project Manager to drive the implementation process
    • Provide an engineering resource (if necessary) to assist with any technical details required to facilitate a seamless and successful transition
    • Participate in weekly scheduled project review meetings and care for assigned actions
    • Set a desired delivery date (when will the service be deployed to the Enterprise or designated phases, if applicable)
    • Identify "Customer Name"’ target Audience (end-users who will receive the service)
    • Obtain customer sponsorship and endorsement for end-user communications and trainings
    • Participate in Communication Strategy Review (Determine: Target Audience, Vehicle method and intervals to announce the service and how to get started)
    • Participate in Training Strategy Review (Determine: Target Audience, Training method (On-site/Virtual), Locations and Intervals)
    • Compile leader profile information for bulk upload
    • Configure site settings per customer requirements and preferences and add any applicable tracking codes
    • Complete Webex Site System Integration testing (i.e., download, package and test WebEx MSI files to ensure integration with corporate IT systems
    • Complete any applicable user acceptance testing (determine UAT audience, duration, communication and training)
    • Distribute end-user communication announcing availability of new Webex services
    • Distribute training invitations and coordinate onsite training rooms (if applicable)
    • Complete leader provisioning (bulk upload) of enterprise users
  • Training

  • Verizon provides Webex on-demand, end-user training available 24x7 at no additional cost. Register directly through the Verizon Customer Training Portal site: https://customertraining.verizon.com (log-in required.)

  • Verizon Enterprise Center

  • Manage your account with Verizon Enterprise Center

    Verizon Enterprise Center gives you access to critical information and resources on demand from virtually anywhere, at any time. The comprehensive management tool can help you make the solutions you use work more efficiently, save time, and control costs. Also, you can carry this powerful tool with you through your mobile device or tablet*. In addition to the network management tools, Verizon Enterprise Center gives you the ability to:

    • Get an order status, 24x7, from virtually anywhere in the world.
    • Save time by viewing and resolving billing, ordering, or repair questions online.
    • Create, view, and update repair tickets without the need to make a phone call.

    Registration is easy. Click here for detailed instructions (log-in required). Or view the Verizon Enterprise Center Registration Tutorial (log-in required). You will be provided with access to online billing, repairs and ordering capabilities.

    For additional help or to obtain entitlements for usage of Verizon Enterprise Center tools, you can call Verizon Enterprise Center Support at 1-800-569-8799.

    *Access to online functions will vary based on your assigned user role and customer type. Accessing the Verizon Enterprise Center from a mobile device or tablet will not provide the same options as the desktop version. The My Verizon Enterprise mobile app is available for Apple and Android smartphones.

  • Reporting and Security Best Practices

  • Within your Webex Services portal, you (i.e. the site administrator) will have access to reports to provide you a snapshot of the usage of your service.

    Reports offered in your Webex administrator portal include:

    • Usage Report- High level overview of end user utilization of the Webex Services.
    • Recording Usage- Provides an overview of recordings by user.
    • Storage Usage- Provides total storage by user as well as aggregate totals of used storage and available storage.
    • Inactive Users- Outlines a list of users that have not used the Webex Services based on site administrator-defined timeframes.
    • Meetings In Progress- Report showing current meetings in progress including host name, meetings, and start times. Report gives a view of real-time usage.

    Security Best Practices

    To help maintain Webex Services site and meeting integrity, we have outlined some best practices for Webex Administrators and Hosts.

    Best Practices for Administrators

    • Terminate call when the host leaves
    • Make All Meetings Unlisted
    • Require Passwords for all Meetings, Events and Sessions
    • Enforce Meeting Password When Joining from Phone or Video Conferencing Systems
    • Do Not Allow Join Before Host
    • Enforce Personal Room Locking After a Default Time
    • Restrict Unauthenticated Users

    Best Practices for Hosts

    • Auto Lock Personal Room
    • Personal Room Notifications Before a Meeting
    • Schedule Unlisted Meetings
    • Secure Meeting with Complex Password
    • Exclude Meeting Password from Invitations
    • Use Entry or Exit Tone or Announce Name Feature
    • Request that Invitations not be Forwarded
    • Lock Meeting Once all Attendees have Joined
    • Assign Passwords to Recordings
  • Support Resources

  • During the Webex Services onboarding process, your Onboarding Specialist will be able to assist you with the entire onboarding experience, questions, as well as provide guidance to the correct technical, and invoice and billing resources.

    • Ongoing technical support will be handled by the Net Conferencing Technical support team. Technical issues requiring Verizon resolution including Cisco escalations include:
      • Fast busy
      • Dropped call
      • Issues with line for multiple users
      • Callback connection issues
      • Audio/Net sync
      • Pass code not accepted
    • Webex invoice and billing issues will be handled by Verizon Customer Relations. Invoice and billing questions requiring resolution include:
      • Explanation of charges
      • Clarification of product codes and descriptions
      • How to view reporting
    • Online Inquiries for Webex Services:
      • When viewing your invoice in Verizon Enterprise Center atwww.verizonenterprise.com, click 'Create an Invoice Inquiry' from the Invoice Summary screen and follow the instructions to create and monitor an online inquiry.
      • You can also chat online with Verizon Customer Care from the Support tab.
      • From the Support Tab, go to Surcharges tab of each screen where product charges are itemized to view the amount of each Tax and Surcharge
      • Inquiries Specific to Conferencing Services: Mention conferencing in your online inquiry or chat, send an email to customerrelations@mymeetings.com, or call 1-800-475-5000.
    • Conferencing Portals:
    • Verizon Help Desk:
      • Our dedicated Net Tech team offers customer assistance 24 hours a day, 7 days a week, for globally dispersed customers.
    • Upgrade planning:
      • Verizon provides you with the latest enhancements, supported by updated user guides and tutorials.
  • Frequently Asked Questions

  • General

If I have a billing inquiry, what information do I need when I call Customer Relations? +

Billing Account Number (BAN) or Authorization Code depending on the service. Additional details may be needed depending on the question such as the billing contact name, meeting ID, etc.

What is the Customer Kickoff Call and why do I need to attend? +

Your Onboarding Specialist will host the Customer Kick-Off Call and will cover important information regarding the Onboarding Specialist role and the Onboarding process. The meeting will also cover the project scope, Webex Pre-sales Checklist, CCA Telephony Domain Configuration Form (if applicable), Customer Desired Delivery Dates, Billing & Reporting, and Training & Communication Plans.

What are my reporting abilities for my Webex Services? +

Verizon Enterprise Center gives you the ability to review Conferencing reporting and invoicing online. Verizon Enterprise Center provides different user privileges to meet conferencing customers’ needs for secure information. The full user privileges will be applicable to users who receive complete remit invoices.

Full users can perform various billing functions on accounts they are authorized to view including navigating an interactive online invoice, viewing charges for all leaders included in the invoice, view, download, and print images of paper invoices, download conferencing detail files containing all charges on authorized accounts, generate billing reports that include all leaders billed on authorized accounts, and make online payments.

Other reports offered in your Webex administrator portal include:

  • Usage Report
  • Recording Usage
  • Storage Usage
  • Inactive Users
  • Meetings In Progress
Can I use my Webex Services through mobile devices? +

Yes, most common mobile devices are supported via the mobile Webex application for Apple iOS, Google Android, and Windows operating systems.

How can I change the configuration of my Webex Services? +

Your Onboarding Specialist will provide the Customer Webex Site Administrator training on how to configure the WebEx site. Certain configuration changes such as the adding of licenses, CCA ports, recording storage and service model changes will require support by your Account Team and/or Collaboration Consultant.

Who will be the primary contact for my service? +

During the initial implementation, your Onboarding Specialist will assist with initiating, planning, and executing the Onboarding Plan. Once the initial implementation is complete, the Customer Success Specialist is your primary point of contact post sale and will be available for creating an end user adoption plan and your ongoing training needs. Your Account Team will be your contact for account and sales related questions.

Would I ever need to contact Cisco directly for Webex technical support questions? +

No, all technical support Webex questions can & should be directed to the Verizon Net Technical Support Team via:

  • The Verizon Enterprise Center ‘Quick Ticket’ option for Webex related concerns
  • Phone call (1-800-475-5000) or
  • E-mail nettech2@verizon.com or (nettech@verizon.com for government-affiliated customers)
Are there any system requirements I need to use for my Webex Services? +

Yes, please review the Cisco Webex System Requirements for OS and Browser Support at https://help.webex.com/docs/DOC-6336.

What do I need for the implementation of my Webex Site? +

Verizon Account Team will review all site requirements for the customer’s Webex environment.

What do I need for the implementation of the CCA feature? +

You will need to complete the CCA Telephony Domain Configuration Form with assistance from your Collaboration Consultant and Conferencing Solutions Manager in order to identify the dial in and dial out countries.

How does Verizon update Webex sites to the current version? +

Customer Webex Site Administrators will work with Verizon during future upgrade activities for new release, providing effective deployment of the latest enhancements, supported by updated user guides and tutorials.

When does the billing of my Webex Services begin? +

The billing begins 1-2 billing cycles after the site is released. Typically the site is released within 30 days of the order being placed. Rates are effective the first day of the second full billing cycle after the co-signature of the contract. CCA port and WebEx license Monthly Recurring Charges become effective upon site release to the customer. Your Sites cannot be released until your rates are in effect. The Go Live Date for your service will be after the rates are effective.

How many video cameras can be displayed at one time using multipoint video? +
  • Every participant in a Webex meeting with a supported webcam has the capability to send video, but the images will not all display at the same time, and are limited to the numbers listed.

    In order to display the alternate cameras:

    At the bottom of the Participants panel, click the  button, then click the button to scroll through the list of cameras.

    The number of video cameras that can be displayed in a session is specific to the Webex version of the site and service type being used.

    See the table below for the number of webcams supported by version and service type:

      Webex Business Suite (WBS) 31 and newer
    Meeting Center 6
    Training Center 6
    Event Center 6
What are the recommended best practices for using VoIP? +

Integrated VoIP enables meeting hosts, trainers, or event producers to use the Internet (or a private IP network) to deliver the voice aspect of a meeting, live online training or large event. Rather than using a traditional audio conference, participants use headsets and speakers connected to their computers to participate in the audio portion of the meeting. Standard VoIP solutions may experience delay and quality issues when used for a meeting.

Integrated VoIP capacity limits:

Service Capacity
Meeting Center 500
Event Center 1000
Support Center 500
Training Center 1000
  • Enhanced audio experience typically provides better audio quality than standard narrowband VoIP
  • Wideband Audio is the latest default standard for Webex VoIP attendees.
  • Windows, Mac, and Linux desktop clients, iOS and Android mobile devices are all supported
  • Both VoIP and Hybrid Audio support wideband audio
  • Uses the Opus audio codec

Not supported on Wideband audio:

Desktop Oracle Solaris, Windows and BlackBerry mobile devices

If any of the unsupported devices joins the meeting, VoIP audio for all participants will switch to lower-quality narrowband standard VoIP

Microphone Allocation:

  • Up to 500 microphones are automatically allocated (including the host).
  • Only the 3 most active audio streams will be mixed.

Guidelines to follow prior to VoIP session:

  • Conduct a dry run so the presenter(s) can determine the correct sound levels.
  • It is highly recommended to send an audio file using the Cisco Webex Universal Communications Format (UCF) or another method to the attendee machines to test audio prior to the event starting. This can be done in the invite or by pushing an audio file to the attendees when the meeting starts.

Guidelines to follow during VoIP session:

  • Avoid playing music over an active VoIP microphone.
  • Avoid background noise.
  • Always encourage speakers to use a headset, as they provide better quality than many PC microphones. PC microphones are very sensitive and tend to pick up background noise. In addition some environments/configurations provide a high gain feedback loop between the mic and the speaker. This can overwhelm the built in echo cancellation and create a feedback loop which will cause a loud echo.
  • Always use the headset profile for all meetings.
  • Microphone levels are set automatically. This setting can be manually overridden using the VoIP setup wizard. It is recommended that the default Automatic Gain Control and Echo Cancellation settings are not changed.
  • Speak slowly and avoid speaking during slide transitions. This will help manage bandwidth utilization and minimize network congestion.
What is the maximum number of participants in a Webex session or call? +

If the session type in Site Admin has a number after session (Example: Meeting Center 25), then the number indicates a lower attendee capacity (Example: Meeting Center 15 has a limit of 15 participants). If this number is exceeded, either additional participants may not be allowed to attend the meeting or overage charges will apply.

When the participant audio capacity has been reached, attendees will hear an error message when joining the teleconference.

Overage charges vary depending on which service model you are on. The actual amount of Users/Ports available to you will be based on your original service agreement.

The maximum numbers of participants in each service is as follows:

*Participant includes the host, presenters, and panelists.

Audio

Webex Version WBS 31 and newer
Webex Teleconference 500
Hybrid Audio - VoIP 500
Hybrid Audio - Teleconference 500

You may have a total of 1,000 participants with Hybrid Audio/Webex Audio (500 VoIP and 500 Teleconference).

In-meeting capacity

Webex Version WBS 31 and newer
Meeting Center 1000
Event Center 3000
Training Center
*Breakout Sessions
1000
*Up to 100 Breakout sessions
*Up to 100 participants per Breakout

*Note: The total number of participants cannot exceed 1000.
Support Center 1000
What are the supported file formats for converting network-based recordings? +

The newer .MP4 format is only available on CMR sites. Standard Webex sites without CMR will use the regular .ARF format for recordings

ARF Recordings

Network-Based Recordings (.ARF) can be converted to .WMV, .MP4 and .SWF file format only.

MP4 Recordings

On Collaboration Meeting Rooms (CMR) Cloud enabled sites and Webex Business Suite (WBS) 31 and newer, and CMR Hybrid (formerly WebEx enabled TelePresence), Network-Based Recordings (NBR) files will be created in .MP4 format.

MP4 recordings can be played on mobile devices and any computer that supports .MP4 playback.

You can edit and convert .MP4 files to other formats using 3rd party software.

What is included in the Webex Enterprise Edition? +

There are four categories that make up Verizon’s Webex Enterprise Edition. Below outlines what they include and the benefits for each.

Webex Meeting Center

  • General collaboration
  • Presentations
  • Information sharing
  • Team, partner, and customer meetings

Benefits:

  • Meet quickly and easily with customers, partners, and colleagues from around the world through any browser or mobile device, helping increase productivity.
  • Make faster decisions with more effective meetings that include rich data sharing, integrated audio, and high-definition video.

Webex Training Center

  • Real-time employee, partner, and customer training
  • Online classes and distance education

Benefits:

  • Easily deliver helpful and effective virtual training and classes
  • Reduce training-related costs (travel, venue, and time away from the office) without sacrificing training quality
  • Expand training programs to reach more people more often
  • Take advantage of existing learning management systems (LMS) investments

Webex Event Center

  • Large marketing, training and corporate events

Benefits:

  • Extend market reach and increase awareness
  • Generate more leads at a low cost per lead
  • Reach audiences with important communications quickly and flexibly
  • Repeat successful events and repurpose prior events easily.

Webex Support Center

  • Live customer service and technical support
  • Online access to remote devices for unattended technical support

Benefits:

  • Boost technical support representative (TSR) productivity
  • Provide more personalized support with high-quality video
  • Accelerate diagnosis and problem solving by working directly on remote customer desktops
  • Help increase first call resolution, reduce onsite visits, and control overall support costs

Note: For more details on your service, refer to the user guide found within your Webex portal.

What security features are included in Webex products? +

The Cisco Webex Cloud is a global, enterprise-scale network designed specifically for highly secure delivery of on-demand applications. It offers a scalable architecture, consistent availability, and multilayer tenant security validated by rigorous independent audits, including SSAE-16 and ISO 27001.

How can I maintain site and meeting integrity for my Webex Services? +

To help maintain site and meeting integrity, we have outlined some best practices for Webex Administrators and Hosts.

Best Practices for Administrators

  • Make All Meetings Unlisted
  • Require Passwords for all Meetings, Events and Sessions
  • Enforce Meeting Password When Joining from Phone or Video Conferencing Systems
  • Do Not Allow Join Before Host
  • Enforce Personal Room Locking After a Default Time
  • Restrict Unauthenticated Users

Best Practices for Hosts

  • Auto Lock Personal Room
  • Personal Room Notifications Before a Meeting
  • Schedule Unlisted Meetings
  • Secure Meeting with Complex Password
  • Exclude Meeting Password from Invitations
  • Use Entry or Exit Tone or Announce Name Feature
  • Request that Invitations not be Forwarded
  • Lock Meeting Once all Attendees have Joined
  • Assign Passwords to Recordings
Can Webex use video conferencing in multiple modes? +

Yes, there are different ways to use video conferencing. Pick the video mode that works best for any given meeting.

  • View videos from up to seven attendees
  • Select full-screen mode to view the active speaker in the main video panel, with other participants' video displayed as thumbnails
  • Select the expanded full-screen option to view the active speaker in 720p (HD) resolution
  • Focus on who's talking with active speaker technology, which automatically displays the current speaker's video on the large active speaker window
  • Keep the speaker's video on your screen during desktop and application sharing
  • Lock the video display on a single speaker to focus on only one presenter
How does Call Me make calling into meetings easier? +
  • Call Me eliminates those lengthy call-in numbers and meeting ID numbers (especially painful for mobile users). Instead, attendees can store numbers with Webex Meetings. When it is time to meet, Webex Meetings calls them.

Can I record and share a Webex meeting? +

The meeting host (organizer) can record a meeting. When the meeting has ended, the recording is available to the host as a simple link (no bulky video files to try to send via email) to the recording. Stakeholders can then watch the whole meeting at their leisure, including any content that was shared during the meeting and Active Speaker video feeds. Recording a meeting is also a great tool for documenting critical meetings.

Does Webex Meetings work with Microsoft Outlook? +

Yes, there is a scheduling assistant to check calendars in Microsoft Outlook before sending an invitation. When you accept a meeting invitation, it automatically appears in your calendar.

What can attendees "share" during a meeting? +

Sharing is one of the ways in which online conferencing is even more effective than audio-only meetings. Just pass the presenter ball back and forth, and anyone can share a document (any format), application, desktop, or an online whiteboard. Mark up anything you share with sketch tools.

Can Webex Meeting Center integrate with my other IT investments? +

Integrate with the rest of your IT systems, including:

  • Working with the rest of the Cisco collaboration portfolio, including Cisco TelePresence and Cisco Jabber
  • Working with third-party systems, including audio solutions, Microsoft Office applications, and any Cisco Webex-enabled mobile or desktop web client
  • Working with any standard-based video device or system, by activating CMR Cloud
  • Using APIs to integrate Webex with other web-based apps and workflows
Is there single sign-on for employees who use Webex Meeting Center? +

Administrators can set up single sign-on (SSO) for Webex Meeting Center. SSO is also supported in the Webex Meeting Center mobile apps for Apple iPad and iPhone, Android, and Windows 8.

What is the difference between Personal Meeting Room (PMR) and Personal Conference Numbers (PCN)? +

Personal Meeting Room (PMR):

All Meeting Center hosts can enjoy their very own Personal Room. Think of it as an individual conference room. A user will receive their own easy-to-remember link, so colleagues will know where a user's meeting is being held. Meet instantly or add the Personal Room URL to a Microsoft Outlook calendar invitation. Make back-to-back meetings simple and manage attendees through a lobby.

  • Each Meeting Center host gets a Personal Room with a unique meeting link,
  • Meeting Center home page is now a user's Personal Room,
  • Personal Room can be locked when a meeting is in progress. When a Personal Room is locked, attendees wait in a “lobby” until the room is unlocked or until admitted to the room,
  • The “Meet Now” function (formerly “One-Click Meeting”) uses Personal Room for instant meetings.

Personal Conference Numbers:

A host can create and store up to three PCN accounts from the My Webex page on the Webex site. For each account, the host can generate host and attendee access codes. If the global call-in option is enabled for your site, it is also available for PCN accounts.

After you set up a Personal Conference Number account, it is easy to either start or join a conference call, or teleconference, using the dial-in number and access codes. To start or join a teleconference, you need the call-in number, the host or attendee access code, and the PIN from your Webex profile.

  • Technical Specifications

How Much Bandwidth does Integrated VoIP (Internet Phone) Use? +

The numbers below are only VoIP bandwidth usage figures. The actual bandwidth usage in the meeting will vary based upon the features utilized.

  • Incoming VoIP traffic: 26kbps average and 34kbps maximum
  • Outbound VoIP traffic: 56kbps average and 80kbps maximum

To view the actual bandwidth usage data in your meeting, click on the Meeting menu, then select Audio & Video Statistics.

What are the minimum bandwidth requirements for multi-point video? +

Most broadband connections have a different upstream speed than the downstream speed. For example, some DSL providers offer 1.5 Mbps downstream, with 256 Kbps upstream connections. This would not meet the minimum connection requirement.

Maximum bandwidth consumption of Multi-Point Video:

  • High Definition Video: 2.5 Mbps (Receive) and 3.0 Mbps (Send)
  • High Quality Video: 1.0 Mbps (Receive) and 1.5 Mbps (Send)
  • Standard Quality Video: 0.5 Mbps (Receive) and 0.5 Mbps (Send)

The actual bandwidth requirements and utilization will vary based on multiple factors, including:

  • The make and model of the web camera used.
  • The resolution setting of the camera.
  • The frames per second (FPS) setting.
  • How many cameras are activated in the meeting.
  • How many active cameras are on the same network.
  • How many users are actively utilizing the network.
  • The bandwidth utilization of other meeting activities, such as screen or desktop sharing, Voice over IP (VOIP), etc.
  • Whether or not the PC in question is transmitting video, or only receiving.
What are the minimum system requirements for Webex? +

With WBS 31 and newer, the following systems are officially no longer supported:

  • Windows XP
  • Mac OS 10.6
  • Microsoft Windows Server 2003

Users will no longer be able to join using these OS versions. You will need to use a supported system and browser to join.

Support is added for Windows Server 2008.

Windows 10 Support Limitations in WBS 31 and newer:

  • Windows 10 is not officially supported, but most functionality in Microsoft Internet Explorer should work. The Edge browser in Windows 10 is not supported.
  • Application sharing will work on Windows 10, however all metro apps are treated as one application so all will be shared if any one of them is shared.
  • Cisco Webex Productivity Tools have not been certified with Windows 10.
  • The Edge browser may not work for starting or joining meeting. Use Internet Explorer, MozillaFirefox or Google Chrome instead.

Net Conferencing with Cisco WebEx System Requirements - OS and Browser Support

  Windows Mac OS X Linux
Operating Systems Windows 7 32-bit/64-bit,
Windows 8 32-bit/64-bit,
Windows 8.1 32-bit/64-bit,
Windows Server 2008 64-bit,
Windows Server 2008 R2 64-bit,
Windows 10


Webex Meetings supports Windows Server 2012 R2 and 2016 with limitations
10.9
10.10
10.11
10.12
10.13
Ubuntu 12.x and 14.x (Gnome),
Red Hat 5, 6,
Open SuSE 13.1, 13.2,
Fedora 19, 20 (all 32-bit)
Available Webex Services All services Webex Meeting 
Webex Training
Webex Event
Webex Support
Webex Meeting
Webex Training
Webex Events
Remote Support
Minimum System Requirements
Processor Intel Core2 Duo CPU 2.XX GHz or AMD processor (2 GB of RAM recommended) Intel (512 MB of RAM or more recommended) Intel or AMD x86
JavaScript JavaScript and cookies enabled JavaScript and cookies enabled JavaScript and cookies enabled
Other Microsoft ActiveX enabled (unblocked for Internet Explorer is recommended)
Oracle Java 6 or later
  Java 6 or later, libstdc++ 6.0

GNOME/KDE
windowing
system
Browsers
Internet Explorer 10 (32-bit/64-bit),
11 (32-bit/64-bit)
   
Edge The Edge browser is supported using the Webex Meetings Temporary Folder Solution (TFS) by downloading and installing an executable file (.exe) the first time it is used.

The Edge browser is supported only for starting and joining meetings, events, training sessions, or support sessions in Webex Meetings, Webex Training, Webex Events, and Webex Support.
   
Mozilla - - -
Firefox

Firefox 52 and later is fully supported in Windows and Mac OS.

Firefox 51 and earlier versions are not supported. Users receive a message stating this when they attempt to join or start a meeting with these browser versions
Latest Latest Firefox 52 and later 32-bit only is supported in Linux using the Java Network Launch Protocol (JNLP), but not with Webex Meetings video (CMR) enabled, and also not with Personal Rooms enabled.
Safari - 11 -
Google Chrome Latest (32-bit/64-bit) Latest (32-bit/64-bit)  
What file formats and bandwidths are supported for video streaming? +

The following media file formats have been fully tested and are currently supported: WMV, WMA, WAV, MP3, ASF, AVI, MPG, MPEG, MOV, FLV, F4V, QT, and MP4.

Note: Other video formats may be playable using the current video file streaming technology; however they have not been validated by the Cisco technical team. Check the release notes for up-to-date list of file formats supported on your site. Tables 2 and 3 list the supported file formats on Windows and on Macs.

Before transmission, shared multimedia content is extracted and transcoded in H.264, which is then decoded by receivers dissociated from the original file format. The actual sending and receiving bit rates are independent of the multimedia file formats used; however bandwidth consumption is directly related to how quickly images move and scenes transition.

Below are three tables representing different bandwidth consumption and file formats used with Webex.

Table 1- Typical bandwidth consumption results measured using different file formats.

File Format Sent or Received Video Only (kbps) Video Plus Audio (kbps)
flv Sender traffic 932 1282
Receiver traffic 697 989
Avi Sender traffic 984 1271
Receiver traffic 730 976
wmv Sender traffic 1225 1261
Receiver traffic 906 968
mov Sender traffic 980 1273
Receiver traffic 723 964
wav Sender traffic N/A 96 (audio only)
Receiver traffic N/A 96 (audio only)

Table 2- Supported file formats on Windows.

Container (plug-in) Video Codec Audio Codec File Format
wmv wmv 8 wma wmv
wmv 9 wma wmv
avi Uncompressed RGB24 pcm avi
H.264 aac avi
H.263 wma v2 avi
divx mpeg-4 mp3 avi
xvid mpeg-4 mp3 avi
mpeg mpeg-1 mp3 mpg
mpeg-2 mp3 mpeg
wav N/A wav wav
wma N/A wma wma
mp3 N/A mp3 mp3
mp4 mpeg-4 aac mp4
qt mjpeg mp3 qt
mov H.263 mp3 mov
H.264 mp3 mov
flv H.264 aac fly

Table 3- Supported file formats on Mac.

Container (plug-in) Video Codec Audio Codec File Format
flv H.264 aac fly
mp3 N/A mp3 mp3
mp4 mpeg-4 aac mp4
qt mjpeg mp3 qt
mov H.263 mp3 mov
H.264 mp3 mov
wmv wmv 8 wma wmv
wmv 9 wma wmv
avi Uncompressed RGB24 pcm avi
divx mpeg-4 mp3 avi
mkv Uncompressed RGB24 pcm mkv
xvid mpeg-4 mp3 avi
What are the system requirements for video file sharing? +

Recommended system requirements for video file sharing on the Presenter side include:

  • Core2-Duo E6750 @ 2.66GHz for VGA file is required
  • AMD 9650 2.3GHz (4 core) 8GB is preferred
  • Intel Core 2 Duo -E7400 2.8GHz 2.79GHz is preferred
What platforms support video sharing? +
  • Microsoft Windows
  • Mac OS X
What is the recommended bandwidth for sharing the video? +

Presenter side (upstream):

  • Minimum bandwidth required for satisfactory audio quality: 90 kbps
  • Minimum bandwidth required for satisfactory audio quality and visible video: 320 kbps
  • Minimum bandwidth required for satisfactory audio quality and QVGA 12 fps video quality: 400 kbps
  • Minimum bandwidth required when presenter shares VGA with high performance: 1.3 Mbps

In addition:

  1. The average bandwidth usage for a 30 fps x 480p video on the presenter side (upload to server) is 400 kbps.
  2. Video length is not relevant: Whether the video is one minute one hour does not affect bandwidth usage if the videos have the same fps and resolution.
  3. The fps rate affects bandwidth: Typically, most movie videos use 25 to 30 fps, while screen capture videos use five fps. Generally, the bandwidth usage for 30 fps is about six times greater than that of five fps (30/5 = 6).
  4. Resolution may or may not affect bandwidth: For a 480p or higher resolution video, bandwidth usage is typically the same, since the maximum resolution on the attendee side is 640p x 480p. For 480p or lower screen resolution video, the smaller the resolution, the less bandwidth is used. Typically, a 240p video uses one quarter of the bandwidth required for the 480p resolution video.

Attendee side (downstream):

An attendee uses the same bandwidth than the presenter, or less. To view a video without dropping frames, the recommended download bandwidth for the attendee is 400 kbps. However, due to the fact that the streaming algorithm is adaptable (if the connection is not fast enough, some frames are automatically dropped to maintain an even viewing experience), almost any bandwidth should prove acceptable for attendees to view the video.

What is the maximum resolution on the presenter side? +

It is recommended that resolution should not exceed 1920p x 1080p.

What is the maximum resolution on the attendee side? +

Attendee video resolution is optimized to 480p. Video files with higher resolution are resized to fit 640p x 480p resolution.

What is the maximum video file size that can be shared? +

There is no file size limitation. The video file is streamed to the attendees, therefore the information is sent in small packets, while the file itself is not uploaded or downloaded anywhere. If the file is large, it is recommended that the presenter shares it in the meeting before other participants join, to avoid the time it takes to import the media file during the meeting.

Is the video file cached on the attendee’s computer? +

No. The video file is streamed, and it is not downloaded to an attendee’s computer.

How is the audio portion of the video file played on the attendee side? +

The attendees hear the audio portion of the video file through their computer speakers.

Will the participants hear the audio from a video file shared over a browser or media player? +


No. The audio is not transmitted when the presenter uses application sharing or desktop sharing to share a video. Participants will get the full audio/video file viewing experience only when “Sharing the file (including video)” feature is used.

How are shared video files recorded using network-based recording (NBR)? +

A video file shared during a meeting is converted to a media stream, and the streamed video content is recorded by Webex NBR. Playback of the recorded video file is the same as the attendee view, with a maximum of 480p resolution in the content area.

Does the Webex Universal Communications Format (UCF) toolkit also use this enhanced video file sharing technology? +


No. The UCF Toolkit is no longer needed to share media files when using the new video file sharing technology.

What are the known limitations with shared video files? +
  • MP4 and MOV video files cannot be shared in a Webex meeting if the Apple QuickTime player installed on the presenter’s computer cannot play them.
  • Audio-only participants attending the Webex meeting using PSTN audio will not hear the audio from the streamed video clip.
Does disabling the dial-out function affect the entire Webex site i.e. at enterprise level? +
  • Dial out can be set at the site level or at the individual user level. The Site Admin can make the changes note the options:

Is native VoIP built in within Webex client? +

This is available by default and does not consume a CCA port. It is available, and as noted above, can be turned on or off at the site and user level.

Is the Webex client is generic as those we can download from Google Play or App Store? +

The Cisco Webex Meetings App is available on the Apple App Store or Google Play. There are also productivity tools for Mac and Windows.

When a participant dials-into the bridge, will it just be an E.164 number and we will need some routing and configuration at gateway or PBX level to make it on-net? +

Verizon SIP trunking customers that have their \numbers ported to Verizon will be identified via the E.164 number as on net.

  • Cloud Connected Audio (CCA)

What is Cloud Connected Audio (CCA)? +

Cloud Connected Audio (CCA) brings together Verizon’s global IP network capabilities with Cisco’s Cloud Collaboration offering. CCA is an end-to-end audio solution that uses on premise IP telephony network to provide an integrated audio experience for a WebEx meeting.

How many Cisco Webex CCA ports are needed? +

CCA ports represent the concurrent call capacity the customer needs to purchase from Cisco WebEx and includes toll, toll-free, and call-me services. CCA is not available in monthly minute packages. The default for CCA is 5,000 minutes per CCA port unless the customer provides the data on concurrent call usage. In this case, the customer’s data will supersede any default calculation.

What is the Cisco Webex CCA Port Overage? +


If you use more than its committed ports, the CCA service will continue and your service will not be interrupted, however you will be charged an overage. Overage will be billed monthly in arrears, calculated based on peak usage in a given month, and invoiced through Cisco WebEx.


WebEx CCA can be procured as an add-on to Cisco Webex Meeting Center or Cisco Webex Enterprise Edition.

How is CCA different from the services that Verizon customers use today? +


CCA provides a flat rate pricing model for audio conferencing bridge utilization. It enables customers to manage a more predictable bill. Also, it provides stronger integration with Webex data collaboration and CMR video sessions, helping provide a better overall end-user experience.

What are the benefits of using CCA? +

Below are some of the benefits found with CCA.

  • Integrated audio, web, video services at a predictable monthly charge.
  • Ability to leverage their existing network investment for on-net traffic.
  • You will be able to leverage your IP Trunking network and overall Verizon relationship.
  • Integrates with Verizon UCCaaS and other Cisco services and APIs for a complete UC solution.
Can a customer have Verizon Audio and CCA on same site? +

Unfortunately, Verizon is unable to accommodate this request.

Does a customer have to have SIP/VoIP Trunking to have CCA? If they are a Private IP customer can’t they access CCA through a VRF (Virtual Routing and Forwarding)? +

We can support on-net for Dial In but NOT for call backs (Dial Out). Call Backs would be billed at the ??PSTN dialed out rate.

How is CCA billed? +

You will be billed a monthly port fee, an overage port fee, if applicable, and Transport per minute rates ? when applicable. (IP Trunking customers will be on-net so transport would be zero rated).

Are there a minimum and maximum number of CCA ports for site? +

Ports are based on the forecasted audio minutes.

What is the maximum number of participants for a meeting using CCA for audio? +

The maximum for an individual call is 2,500 participants. If the customer goes over their contracted ports, the customer will pay an overage port charge.

What steps must be completed by you before CCA is implemented? +

It is recommended that you already have IP Trunking so you can benefit from on-net transport.

What are my responsibilities after CCA is implemented? +

Features are managed at the Customer Site Administrator level. They will be responsible for working with Verizon account teams to request additional ports if they routinely see themselves paying for overage.

Is there any special configuration needed for me to use CCA? Equipment, network, etc? +

No customer/network configuration is required.

Note: This step is only supported if you choose to sign up as a Verizon VoIP customer so you can take advantage of on-net transport.

Are there any customizable features or functionality for CCA? +

CCA has NO customizable features.

How long does it take for CCA to be implemented after the request goes to Cisco? +

Generally 3-12 business days.

  • Collaborative Meeting Room (CMR)

What business advantages will I get by activating Collaboration Meeting Room (CMR) Cloud on my Webex Meeting Center plan? +

The CMR Cloud service helps simplify setting up and joining video conferencing meetings. It also alleviates compatibility concerns (can my device talk to your device?).

  • You get personal video conferencing rooms. Each room has an identifier (called a URI) that is as unique as your phone number. Meeting instantly or scheduling a meeting is as easy as giving out your personal ID (no lengthy setup time). Your room is available for meetings whenever you need it, but you can also lock your room (when you don't want to be disturbed, or you're already in a meeting, or to keep people from wandering into the wrong meeting).
  • You can use whatever systems and devices you have today - no special equipment required. Behind the scenes in the cloud, Cisco handles compatibility between standard video systems (using a technology called bridging). No one has to think about where they're located or what device they're using to join a meeting.
What is the maximum number of video conferencing systems or applications in a Collaboration Meeting Rooms (CMR) session? +

The maximum numbers of participants in a CMR Cloud or Hybrid session are as follows:

  • Collaboration Meeting Rooms (CMR) Cloud allows a maximum of 25 video conferencing systems or applications and the Webex participant capacity as per the contract per meeting, where one video conferencing system or application is considered as one participant. As an example, 3 immersive screens are 3 video participants.
  • Collaboration Meeting Rooms (CMR) Hybrid capacity is two-fold: First, the Webex Meeting Center site has a contracted user/host licensing model and the Webex client capacity is based off of this contract. Second, the TelePresence side has a flexible capacity based on the customer’s available Multipoint Control Unit (MCU) or TelePresence Server (TS) capacity for TelePresence Video Endpoints. With Conductor support, actual capacity will depend on available screen licenses/bridge and/or MCU ports available, and of course available TelePresence endpoints.
What is a Personal Room (PR) or CMR Lobby? +


The lobby is a waiting area for participants joining Personal Room (PR) and Collaboration Meeting Rooms (CMR) meetings.

People can enter a room any time unless you lock it. Those who enter the PR or CMR meeting before the host joins will wait in the Lobby. Once the host enters the room, the meeting starts.


If this is a CMR meeting and the host has locked the room, video conferencing systems or applications won't be able to join. This is by design.

What does CMR Cloud provide? +
  • A video collaboration service that integrates audio, video, and content sharing technologies into one meeting experience.
  • Personal room with your own unique ID that is available when you need it
  • Simple-to-join capability from any third-party, standards-based video device, Cisco TelePresence endpoint, and soft client
  • Ability to add-on CMR Cloud as a service option to a Cisco Webex Meeting Center subscription
  • Scalability to support up to 25 standards-based video endpoints, up to additional 500 video-enabled Webex Meeting Center users, and up to 500 audio-onlyWebex Meeting Center users in a single meeting
  • Opportunity to record and share for future viewing