Telephony and contact centre: from the cloud, with AI on the line
Telephony as a service from the Cisco cloud or in Microsoft Teams, with AI at reception and in the contact centre. Cisco on-premise remains the choice for critical infrastructure and secure areas. Built on more than 15 years of Cisco Collaboration.
Webex Calling: cloud telephony from Cisco
No PBX on site. Call control is delivered from the Cisco cloud, and new functions are released there first.
Webex Calling
Cloud telephony for every site, with the existing numbers ported.
Webex Calling Dedicated Instance
A dedicated Cisco Unified CM in the Cisco cloud, operated by Cisco, with the feature set of an on-premise deployment.
Webex Contact Center: the cloud contact centre
Voice, chat and email on one platform, with AI for customers and for agents.
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Webex Contact Center
The cloud contact centre for voice, chat and email, integrated with the business applications.
AI for customers and agents
Webex AI Agent answers customers; the Cisco AI Assistant supports the agent during the call. Both are described in the next section.
AI in the Cisco cloud
Cisco releases its AI functions in the cloud services first. We configure them and integrate them with the business applications.
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AI Receptionist
Answers incoming calls, recognises the reason for the call, answers routine questions and transfers the caller. Generally available since June 2026; further languages, German among them, are announced.
Cisco AI Assistant
Summarises calls and passes the context on when a call is transferred. Generally available.
Webex AI Agent
Answers customers by voice and chat, autonomously or along a scripted flow, and hands over to an agent. German and French are among the languages Cisco lists. According to Cisco, the processing in its EU region stays within the EU.
Cisco AI Assistant for agents
Supports the agent during the call: real-time transcription, suggested responses and a wrap-up summary.
State of 13 October 2026, from the announcements and the documentation of Cisco: Sources. Languages and release dates are planned with each project.
Cisco on-premise: Unified Communications Manager
For critical infrastructure and secure areas, call control remains on-premise: Cisco Unified Communications Manager (Unified CM), standalone or in a hybrid deployment with selected cloud services.
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Cisco Unified CM
Operations, upgrades and cluster design; Session Management Edition, IM and Presence Service, Unity Connection, Unified Contact Center Express (Unified CCX).
Unified CM with Webex cloud services
Unified CM remains in place and cloud services are added: Webex Hybrid Services, Control Hub, Mobile and Remote Access (MRA) via Expressway.
Voice gateways and SBC
SIP trunks, Cisco Unified Border Element (CUBE), Ribbon SBC, AudioCodes SBC, PSTN access, SRST, E.164 dial plans, signalling and media encryption (TLS/SRTP).
AI for on-premise deployments
The AI functions of Cisco run in the Cisco cloud. For Unified CM, Cisco announced the AI Receptionist and the AI Assistant in June 2026. Webex AI Agent is available for Contact Center Enterprise (CCE) Release 15, connected to the Cisco cloud. Where no data may leave the site, a dedicated AI voice agent is deployed on-premise: AI voice agents.
Microsoft Teams as the telephony platform
Enterprise voice in Microsoft Teams, standalone or in coexistence with an existing Cisco platform.
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Teams Phone
Calling in Microsoft Teams, with PSTN connectivity by Calling Plan, Operator Connect or Direct Routing via SBC.
Call flows
Call queues, auto attendants and call recording.
Coexistence
Microsoft Teams in coexistence with an existing Cisco platform: both connected through the SBC, with one dial plan.
How would this look in a specific case? 20 minutes, without obligation.
Discuss a use caseMicrosoft Teams Rooms on Cisco room devices
Microsoft Teams Rooms (MTR) is the Teams software for meeting rooms. It runs on room devices of certified manufacturers, and Cisco is one of them: the camera, the microphones and the screen come from Cisco, the meeting is Microsoft Teams.
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Overview
One touch on the panel starts the meeting from the calendar of the room. On Cisco devices the software runs on the device itself, with the camera and audio functions of Cisco.
Supported Cisco devices
Cisco Board Pro, Desk Pro, Room Bar, Room Bar Pro and the Room Kit series, with the Room Navigator as the touch panel.
Dual management
The devices are managed in the Teams admin center. They can be registered in Cisco Control Hub as well: for diagnostics and analytics, and to join Webex meetings from the same room.
700 devices
Planning, roll-out and operation of Microsoft Teams Rooms on Cisco devices, in a client environment with 700 devices.
Devices and management as stated by Cisco: Sources.
AI voice agents on existing telephony: Cisco, Webex and Microsoft Teams
AI vendors rarely know PBX systems, and UC partners rarely know AI. We do both: numbers, routing and PBX stay – an AI agent answers calls, resolves routine requests and hands over to an agent.
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- Natural conversations with interruptions and follow-up questions
- Transfer to an agent with a call summary
- Call transcription and summaries
- Connected to existing systems via tool calling
- Runs on-premise or in the EU, models are swappable
- No need to replace the PBX
Migration between platforms
Numbers, dial plan and call flows are migrated; the cutover is made site by site.
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From on-premise to the cloud
From Cisco Unified CM to Webex Calling, in phases: hybrid first where that helps.
From Cisco to Microsoft Teams
From Cisco Unified CM to Teams Phone, with Direct Routing via SBC during coexistence.
Legacy PBX replacement
Replacement of PBX systems that have reached end of support, with the existing numbers ported.
15+ years of Cisco Collaboration – from 300 to 100,000 endpoints
Design, migration and 3rd-level support for large, complex UC environments in banking, energy, aviation and the public sector. Certified as Cisco CCIE Collaboration (#38515).
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Your AI. Your data. In the EU.
Discuss a use case with us
20 minutes, without obligation: the situation is described, and we say what AI can realistically do, and what it cannot.
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- contact@ingnetworks.com
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