Webex Calling Troubleshooting Guide

Cisco has put together a large library of helpful videos and uploaded them to their YouTube Channel. We recommend starting with the “Playlists” section and searching by either the device model name or feature name.

The table below contains helpful information to troubleshoot your Webex Calling issues.

If you’ve reviewed the information below and you’re still experiencing issues or didn’t find an answer for your particular issue, email or call Customer Service at customerservice@firstdigital.com or 801-456-1000

Helpful Links and Information	Explanation	Direction

Helpful Links and Information	Explanation	Direction
SIP ALG Detector	SIP ALG is the primary issue we face when turning up VOIP services. This software is a quick and easy way to determine if SIP ALG is on. We advise you turn it off.	Once you have the page up, click the “This link” under “Client Based Testing”. The program is small and can be removed once the test has been completed.
Cisco Webex Network Requirements	There is a lot of information in this page and all of it is important.	We advise you read everything, however, if you want to get straight to the point, you can start at the section labeled “Domains and URL’s for Webex Calling Services”. This will provide you with an brief overview of any ports and IP’s that will need to be white listed or opened to ensure a great VOIP experience.
Cisco CScan Advanced Test	There are two tests, Basic and Advanced. We advise you run the Advanced test.	This test does not include a SIP ALG or NAT Timing test. Its more of a stress test and checks to ensure the primary ports are open.
Cisco Webex YouTube Channel	Cisco has created a training video for every feature and product Webex has to offer.	You can search by phone model or feature name. These videos come in real handy once you’ve had exposure to Control Hub.
SIP ALG Tips and Tricks	Link to the SIP ALG and NAT issues page
Additonal links and training provided by Cisco	Get Started with Webex Calling Cisco Webex Help Center How to delete your old/free Webex account	Covers almost everything you need or may have questions on when setting up Webex. You can use the search bar to look for information regarding any question you may have. Accounts are set up with an email address. Because of this you can only have one active Webex account at a time. This page will walk you through removing an old or free Webex account you may have set up in the past.
Calls Marked as “Spam Likely”	Calls marked as spam are phone calls that have been identified as potentially unwanted, malicious, or fraudulent. These calls are often made by telemarketers, scammers, or automated systems (robocalls) attempting to deceive or annoy the recipient. The PDF attached will provide you with the links necessary to register your numbers.