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Webex Edge Audio Overview

Edge Audio is an audio solution where calls originating within the enterprise go through your company network, over the internet , and into the cloud. Similarly, calls that initiate from Webex during a meeting route through the internet to leverage your on-premises audio routing.

The above diagram shows a typical dial-in scenario. The purple phones represent dial-in users who are calling numbers that are set up with Edge Audio. All on-network users that dial numbers configured with Edge Audio have their call route into the Unified CM, through the Expressways, and into the Webex cloud. orange phone represents a user in your enterprise that dials into a meeting using a number that doesn't route over Edge Audio. Since the user dials an unconfigured number, the call routes through the Session Border Controller, over the PSTN or CCA-SP partner network, and into the Webex cloud.

The gray phone represents an off-network user. Off-network users who dial into Webex meetings don't route over Edge Audio. Their calls route over the PSTN or CCA-SP partner network and into the Webex cloud.

The above diagram shows a typical callback scenario. The green phones represent callback users on your network that can have calls route to them.

The gray phone represents an off-network user. If an off-network user that connects their audio with the callback option, then the call routes from Webex over the PSTN or CCA-SP partner network.

This guide explains how to configure the network components for Edge Audio. It covers configuring for calls going into the Webex cloud from your enterprise (dial-in) and handling callback calls that are initiated from Webex.

To set up Edge Audio, you need the necessary dial-in information from Cisco Webex Site Administration or Cisco Webex Control Hub, such as, dial-in numbers and the Lua Normalization script. You use this information to set up the dial-in numbers that users use to dial-in to their Webex services.

Save all the countries, extensions, and Expressway DNS SRVs from Audio Settings before you delete the old site.

Edge Audio is a global service. To route calls using Webex numbers to the Webex cloud, you must specify call routing rules in Unified CM. You can also define custom dial-in numbers to route calls for a particular country dial code and toll type to Webex over Edge Audio. Custom dial-in numbers must be accessible through the PSTN and aren't supported for Cloud Connected Audio Service Provider (CCA-SP) customers.

You also need a Lua normalization script to create the trunk in Unified CM and to maintain proper routing. You can access the Lua script and all the phone numbers (your custom numbers, and any Webex-owned numbers that you allow) from Webex Site Administration or Control Hub.

The Lua script makes the following call translations:

You can add custom dial-in numbers that are accesible from your enterprise and also from a PSTN. Callers inside your enterprise can use the number directly through your Edge Audio path. For a deployment with Expressway-C and Expressway-E, the path passes into Unified CM, through the Expressways, and into the Webex cloud.

Figure 1. Call paths with a custom dial-in number that is available on

When you make a custom number accessible from a PSTN, an off-network caller can use the number through the PSTN to your Edge Audio path. The path passes from the Session Border Controller into Unified CM, through the Expressways, and into the Webex cloud.

If your custom number is only available within your enterprise, off-network callers can't use it to call in to Webex audio on any call path.

You can enable up to 100 custom dial-in numbers for your site. A custom number must be unique to one Webex site. If your deployment has several Webex sites, you can't use the same custom number on more than one Webex site.

Each configured number impacts the number of instructions and the memory usage of the SIP normalization (Lua) script on Unified CM. The defaults for the script are 1000 instructions and a 50 kilobyte Memory Threshold. When setting up Edge Audio, increase the Lua Instruction Threshold in Unified CM to 3000 instructions and the Memory Threshold to 200 kilobytes.

If you manage your Webex sites in Webex Site Administration, or have completed the Site Linking process , then use these steps. Configure the dial-in settings, collect the full list of dial-in numbers, and export a copy of the Lua script.

In the Allowed Call-in Numbers section, choose the Webex-provided global call-in numbers on which hosts and participants can call in to a meeting.

In the Edge Audio Custom Global Call-in Numbers section, add custom dial-in numbers if you have them. These are numbers that your organization owns, which callers can use to call in from a specific country or region.

Enter the digits of the number following the country or region code. You can also enter brackets, dashes, or dots to change how the number displays. You can enter up to 32 digits.

When you are done adding numbers, click Preview to see all your allowed call-in numbers. Make note of all of the phone numbers in a separate file.

In the Notifications section, decide whether to have Webex notify impacted hosts when you disable or delete a number that the hosts use as their default.

When checked, Webex emails the impacted hosts within 24 hours to notify them to update existing meetings and any default preferences that use the diasabled or deleted number.

If you manage your Webex sites in Control Hub, then use these steps. Configure the dial-in settings, collect the full list of dial-in numbers, and export a copy of the Lua script.

In the Allowed Call-in Numbers section, choose the Webex-provided global call-in numbers on which hosts and participants can call in to a meeting.

Enter the digits of the number following the country or region code. You can also enter brackets, dashes, or dots to change how the number displays. You can enter up to 32 digits.

When you are done adding numbers, click Preview to see all your allowed call-in numbers. Make note of all of the phone numbers in a separate file.

In the Notifications section, decide whether to have Webex notify impacted hosts when you disable or delete a number that the hosts use as their default.

When checked, Webex emails the impacted hosts within 24 hours to notify them to update existing meetings and any default preferences that use the diasabled or deleted number.

To route calls from your enterprise to the Webex cloud, you set up routing rules and trunks in Unified CM Administration. The following are high-level steps for this configuration:

We recommend that you use early offer support with Edge Audio, but Edge Audio doesn't require it. Edge Audio also supports delayed offers.

If your Unified CM Administration configuration doesn't have a SIP Profile, create one with these steps.

If you have an existing SIP Profile with early offer support, you can try re-using it for this purpose. Ensure that it matches the settings in Steps 4–6 of this procedure.

Edge Audio supports the G.722 codec. You don't need to configure the G.722 codec on your Unified CM for Edge Audio to work. But, because G.722 uses less bandwidth than other codecs, configuring it might improve the quality of service for your deployment.

You can only use one secure TLS trunk between Unified CM and Expressway . For more information, see Intermittent calls to Destination fails via TLS trunk (CSCus63305) . If another TLS trunk exists, then you must configure a TCP trunk with Expressway here.

For other settings, such as Device Pools, Media Resource Group Lists, Locations, Calling Search Spaces, Call Classification, choose appropriate configurations for your dpeloyment. Assign the configurations based on your enterprise policies and services.

Under Route List Member Information , select Add Route Group , and choose the route group that you created.

You must set up the phone numbers that you saved earlier. These are the numbers that users dial to start and join their Webex meetings.

These numbers include all possible numbers that connect with Edge Audio. Depending on your configuration, country, or region, you might not want to create route patterns for all the numbers.

Strip off any escape code or prefix used to dial out. The phone number is sent in a fully qualified E.164 format with or without a leading plus sign.

You can only use one secure TLS trunk between Unified CM and Expressway. For more information, see Intermittent calls to Destination fails via TLS trunk . If another TLS trunk exists, then you must configure a TCP trunk with Expressway here.

We recommend updating the minimum session timer because Webex and Unified CM have different default values for this setting. This change helps avoid a certain call error for calls going from your organization to the Webex cloud.

Previously, we recommended changing the setting in Unified CM, but that approach impacts other SIP flows that don't require the longer period.

You must configure your firewalls with the proper ports and signed certificates to enable Edge Audio.

After you complete the Unified CM and Expressway configurations, you must open the necessary firewall ports. Refer to this article, https://collaborationhelp.cisco.com/article/WBX264 , for network requirement information and which ports to open.

Edge Audio requires your Expressway-E to offer signed certificates from trusted CA certificate authorities for Mutual TLS (mTLS) connections. This article lists the certificate authorities that Cisco trusts: https://collaborationhelp.cisco.com/article/WBX9000008850 . Edge Audio considers certificates that listed authorities sign as valid and allows the connection.

Edge Audio requires signed CA certificates from IdenTrust and QuoVadis. If you already have these CA certificates uploaded to your Expressway-E configuration, you can skip this task.

You need PEM files of the "IdenTrust Commercial Root CA1" and "QuoVadis Root CA2" certificates. You can get these CA certificates from the IdenTrust and QuoVadis websites.

Under Upload , select Browse and upload the PEM files that you created.

Click Append CA certificate .

If your site uses Webex Calling, you can use on-net routing for callback instead. If you don't have Webex Calling, use this method. Don't configure callback by both methods.

Some deployments might use the same Expressway-E targets for business-to-business calls and for Edge Audio Callback. If your deployment reuses these targets, use a dedicated domain for the SRV records for the Edge Audio Expressway-E targets. Don't mix different ports in a single set of SRV records.

For Edge Audio Callback to work, your deployment must allow E.164 numbers to traverse your Expressway and route calls based on your configuration. This ensures proper call routing for users that are on and off your network.

Unified CM must expect the value “customerdomain.com” for incoming calls based on the Clusterwide Domain Configuration .

To verify the Clusterwide Domain Configuration configuration, go to System > Enterprise Parameters , and scroll to Clusterwide Domain Configuration .

Edge Audio uses globally distributed media for all callbacks. To achieve optimal connectivity, Webex selects the nearest media node to your enterprise edge based on the SRV. Traffic then passes from the Webex cloud to the nearest enterprise edge for that call. This routing minimizes latency and keeps most of the traffic on the Webex backbone and off the internet.

In the Edge Audio Allowed Callback Numbers section, select the Country/Region for which to apply callback settings, and then enter the domain name for the Expressway DNS SRV .

For example, if your DNS SRV record is _sips._tcp.example.com , you enter example.com here.

When you click Add , Edge Audio automatically tests the configured DNS SRV connectivity and looks up the closest Webex media node for that SRV. Before you apply the settings, make sure that the DNS SRV passes the connectivity test.

If Webex can't determine the geographic location of an added SRV, Webex selects a default media node based on your site's location.

Webex uses the MaxMind DB to locate your IP address. If you see a discrepancy in the location for your IP address, contact MaxMind to correct the issue.

In the Edge Audio Allowed Callback Numbers section, select the Country/Region for which to apply callback settings, and then enter the domain name for the Expressway DNS SRV .

For example, if your DNS SRV record is _sips._tcp.example.com , you enter example.com here.

If Webex can't determine the geographic location of an added SRV, Webex selects a default media node based on your site's location.

Webex uses the MaxMind DB to locate your IP address. If you see a discrepancy in the location for your IP address, contact MaxMind to correct the issue.

When you enable Edge Audio callback for one or more countries, Webex routes calls over the Internet. If there are DNS, TCP, or TLS connectivity issues, or a call fails with a 380 or a 400-699 SIP error response, then Webex by default retries the call over a PSTN or CCA-SP partner network.

See Control Callback Routing Options for Edge Audio for details on disabling Edge Audio from retrying failed calls over a PSTN or CCA-SP partner network.

Extension Callback for Edge Audio is only available for WBS33 and later sites. To find out which version you're using, see Find Your Cisco Webex Meetings Version Number .

Extension callback for Edge Audio allows users to join Webex meetings using the Call Me feature and their internal extension. This is only available for Webex Meetings, and doesn't work with Webex Events, Webex Training, or Webex Support.

You can reuse the search patterns that you created for Edge Audio callback with extension callback.

You configure Edge Audio Callback as follows:

If you manage your Webex sites in Webex Site Administration, or have completed the Site Linking process , then enable extension callback in Webex Site Administration.

In the Edge Audio Allowed Callback Numbers section, select Extension as the Country/Region and then enter the Expressway DNS SRV .

When provisioned for your site, you can turn on the option to allow meeting participants to receive calls at an internal phone number within the same corporate site. You can also edit the label that appears within the Audio Conference dialog when participants join the audio conference.

If you manage your Webex sites in Webex Site Administration, or have completed the Site Linking process , use these steps to specify the countries or regions to which Webex can route callbacks.

We recommend that you configure the extension callback for Edge Audio only to accept calls that come from your Webex site. If participants use callback to join meetings from unexpected Webex sites, the Expressway-E rejects those calls.

To set up an audio secure profile, download or copy the Call Policy (CPL) XML file from Site Administration or Control Hub. Then, upload the file to your Expressway-E clusters.

If you have an existing CPL XML file with rules to accept or reject calls, you must merge the CPL XML file from Site Administration or Control Hub with your existing file.

If you don't merge the two files together, the original CPL XML file is overwritten with the new CPL XML file. Make sure to merge the two files carefully.

When you merge the CPL XML files, place call rejection rules at the top of the list, and call acceptance rules at the bottom of the list.

If you accept calls from multiple Webex sites, merge the <taa:rule> block together with the site UUID. For example, the following code block shows what the CPL XML file looks like with these three site UUIDs:

<cpl xmlns=”urn:ietf:params:xml:ns:cpl” xmlns:taa=http://www.tandberg.net/cpl-extensions xmlns:xsi=http://www.w3.org/2001/XMLSchema-instance xsi:schemaLocation=”urn:ietf:params:xml:ns:cpl cpl.xsd”>
<taa:routed>
<taa:rule-switch>
<taa:rule originating-zone=”Webex Zone” destination=”.*;x-cisco-site-uuid=9ca12345678e321be0123456e00ab789;.*”>
<proxy/>
</taa:rule>
<taa:rule originating-zone=”Webex Zone” destination=”.*;x-cisco-site-uuid=9ca87654321e123be6543210e00ab987;.*”>
<proxy/>
</taa:rule>
<taa:rule originating-zone=”Webex Zone” destination=”.*;x-cisco-site-uuid=9ca11223344e121be5566777e00ab555;.*”>
<proxy/>
</taa:rule>
<taa:rule originating-zone=”Webex Zone” destination=”.*;x-cisco-webex-service=audio”>
<reject status =”403” reason=”Unknown Webex Site”/>
</taa:rule>
</taa:rule-switch>
</taa:routed>
                                                               For sites managed in Cisco Webex Control Hub, from the customer view in
                                                                  https://admin.webex.com, go to
                                                                  Services, and under
                                                                  Meeting, select Sites.
                                                                  Choose the Webex site for which to view the CPL XML file, and go to Configure Site > Common Settings > Audio Settings.
                                                                        
If you have more than one Webex site that goes through a single
                                                                           Expressway-E, then repeat steps 1-3 for each Webex site. For each
                                                                           additional Webex site, copy the <taa:rule> block
                                                                           that contains the site UUID into one file.
                                       
If your site uses Webex Calling, you can use on-net routing for callback. If you don't have Webex Calling, use the Edge Audio
                                          callback method. Don't configure callback by both methods. 
                                    
You can specify the countries or regions to which Webex can route callbacks. To us this feature, you must manage Webex sites
                                       in Webex Site Administration or have completed the Site Linking process. For the configured international extensions, when a user selects the Call me or callback option when joining a meeting, Webex Meetings first attempts to route the call directly to Webex Calling. If
                                       the user-entered number is not a Webex Calling registered number, then the call falls back and routes through the PSTN, the
                                       normal callback behavior.
                                    
Sign in to Cisco Webex Site Administration, and go to Configuration > Common Site Settings > Audio Settings.
                                    
In the Edge Audio Allowed Callback Numbers section, use the check boxes to enable or disable country or region.
                                    
In the Country/Region drop-down list, select the country to route calls to though on-net.
                                    
In the Call Routing drop-down list, select Webex Calling On-net Routing.
                                    
Click Add.
                                    
Choose Apply Settings when you've added all the callback settings.
                                                            Based on your requirements, repeat the step for ‘Extension’ or other countries. We recommend using Webex Calling on-net routing
                                                               for all available countries in the Country/Region list.
                                    
If you manage your Webex sites in Control Hub, you can specify the countries or regions to which Webex can route callbacks. For
                                       the configured international extensions, when a user selects the Call me or callback option when joining a meeting, Webex Meetings first attempts to route the call directly to Webex Calling. If
                                       the user-entered number isn't a Webex Calling registered number, then the call falls back and routes through the PSTN, the
                                       normal callback behavior.
                                    
From the customer view in https://admin.webex.com, go to Services and, under Meeting, select Sites.
                                    
Select the site for which to configure Webex Calling on-net routing and choose Configure Site.
                                    
Select Common Settings > Audio Settings.
                                    
In the Webex Calling on-net routing section, use the check boxes to enable or disable country or region.
                                    In the Country/Region drop-down list, select the country to route calls through on-net.
                                    
In the Call Routing drop-down list, select Webex Calling On-net Routing.
                                    
Click Add.
                                    
Choose Apply Settings when you've added all the callback settings.
                                                            Based on your requirements, repeat the step for ‘Extension’ or other countries. We recommend using Webex Calling on-net routing
                                                               for all available countries in the Country/Region list.
                           
Edge Audio works with any CCA partner. The configurations are the same. The main
                              difference is that the deployment uses a CCA partner’s network instead of Webex PSTN
                              audio. The CCA Call Detail Record (CDR) shows any customer calls that connect to a
                              meeting using Edge Audio. For more information on the CCA CDR, see the design document.
                           
After a CCA partner submits an Edge Audio order, the partner either decides to configure
                              Edge Audio themselves or work with a customer administrator to have them configure
                              
Customize Dial-in Interactive Voice Response (IVR) Prompt Language
                              The IVR prompts for calls that route over Edge Audio using dial-in numbers from a CCA
                                 Partner default to English. To set up an Edge Audio Webex site with an IVR system in
                                 another language, provide your customer with an updated LUA script that identifies
                                 the dial-in numbers for each language.
                              
To update the language in the LUA Script, you must set the Locale tag. For more
                                 information on the locale tag see this article: https://help.webex.com/article/4zjt9m
                              After you update the LUA script, send it to your customer. The customer then updates
                                 the LUA script on their Unified CM.
                                    
You can update the IVR prompt for Edge Audio Webex sites to play in a language other
                                       than English. This task explains how to change the default IVR language from English
                                       to another language for all CCA dial-in numbers.
                                                
One IVR language for all phone numbers—This example shows where
                                                   to place the locale tag in the LUA script. This code uses the French (fr_FR)
                                                   locale tag. Use the language that you want for your
                                                   IVR:-- Update Request URI with Webex Express URL and site uuid
if phoneNumber == "NUMBER_NEEDS_CUSTOM_LANUAGE" then
local newRequestURI = string.gsub(requestURI, "sip:(.+)@(.*)", "sip:%1@cca.example.webex.com;locale=fr_FR;x-cisco-site-uuid=6f861ef80b622085e053000000000000”)
msg:setRequestUri(newRequestURI)
                                                One IVR language for one phone number, and a different language for
                                                      all other phone numbers—This example shows where to place the locale
                                                   tag in the LUA script for one number.  This code uses the French (fr_FR)
                                                   locale tag. Then, beneath the else tag, add the locale tag
                                                   for the language that plays for all other IVR
                                                   prompts. -- Update Request URI with Webex Express URL and site uuid
    if phoneNumber == "NUMBER_NEEDS_CUSTOM_LANUAGE" then 
        local newRequestURI = string.gsub(requestURI, "sip:(.+)@(.*)", "sip:%1@cca.example.webex.com;locale=fr_FR;x-cisco-site-uuid=6f861ef80b622085e053000000000000”)
        msg:setRequestUri(newRequestURI)
        local newRequestURI = string.gsub(requestURI, "sip:(.+)@(.*)", "sip:%1@cca.example.webex.com;x-cisco-site-uuid=6f861ef80b622085e053000000000000")
        msg:setRequestUri(newRequestURI)
                                                Multiple IVR languages for different phone numbers—This example
                                                   shows where to place the locale tag in the LUA script. This code uses French
                                                   (fr_FR) as the first assigned language. Beneath the first entry, add an
                                                   elseif code block that uses the locale tag for the
                                                   assigned to the next number. Finally, add an else code
                                                   block that uses the locales tag for all IVR
                                                   prompts.Use this
    -- Update Request URI with Webex Express URL and site uuid
    if phoneNumber == "NUMBER1_NEEDS_CUSTOM_LANUAGE" then 
        local newRequestURI = string.gsub(requestURI, "sip:(.+)@(.*)", "sip:%1@cca.example.webex.com;locale=fr_FR;x-cisco-site-uuid=6f861ef80b622085e0537326e00a3c4f")
        msg:setRequestUri(newRequestURI)
    elseif phoneNumber == "NUMBER2_NEEDS_CUSTOM_LANUAGE" then
        local newRequestURI = string.gsub(requestURI, "sip:(.+)@(.*)", "sip:%1@cca.example.webex.com;locale=en_US;x-cisco-site-uuid=6f861ef80b622085e0537326e00a3c4f")
        msg:setRequestUri(newRequestURI)
        local newRequestURI = string.gsub(requestURI, "sip:(.+)@(.*)", "sip:%1@ccax.qa.webex.com;x-cisco-site-uuid=6f861ef80b622085e0537326e00a3c4f")
        msg:setRequestUri(newRequestURI)