Webex Calling setup & support

Before you connect

• An ADG Events organization account with access to CRM Calls & voicemail. Ask your organization administrator if the page is unavailable.
• Your own Webex Calling user with an assigned license and configured phone line. A Webex account for meetings or messaging alone does not provide this calling service.
• A calling plan and number appropriate for your destinations. ADG Events does not provide Webex licenses, phone numbers, calling charges, or service availability.
• Your Webex administrator's approval if your organization restricts integrations or call-control access.
• For calling, a signed-in Webex app or a registered desk phone assigned to that same Webex Calling user, with working audio and connectivity.

Each team member connects their own line. Customers can authorize users from their own Webex organizations; the available features still depend on that organization's licenses and policies.

Connect your Webex Calling line

1. Open CRM → Calls & voicemail, sign in to ADG Events, and select the organization where you work.
2. Under My phone, choose Connect Webex Calling.
3. Sign in as the Webex user whose line you want to connect. Review the requested permissions and authorize the integration. Ask your Webex administrator for approval if required.
4. After returning to ADG Events, confirm that your line shows Connected. Choose Update now to import the recent calls and voicemail available to that user.

ADG Events also attempts to enable automatic updates for your connection. If that step needs attention, you can still use Update now. Choose Retry automatic updates after your administrator resolves any Webex restrictions.

Reauthorizing the same Webex account preserves your imported personal history. Explicitly disconnecting your personal line removes its imported call and voicemail data, including generated CRM activities and support messages; separately written staff notes and replies remain.

Permissions and data used

The integration acts on behalf of the Webex user who authorizes it. It uses your profile and phone line, recent call history, active calls and voicemail. Calling permissions let you control your own line; event permissions support automatic updates.

Your Webex identity

Identify the user and phone line you connect.

• spark:people_read

Your calls and voicemail

Read your active calls, recent call history, and voicemail details.

• spark:calls_read

Call and voicemail actions

Control your own calls, mark voicemail as heard, or delete voicemail when you choose those actions.

• spark:calls_write

Automatic updates

Manage event subscriptions for your connection so ADG Events can refresh your provider data.

• spark:webhooks_read
• spark:webhooks_write

Imported records can include caller names and numbers, call direction, available timestamps and duration, and voicemail details. Calls can be linked to matching CRM contacts. Authorized organization users see shared history according to their access; an organization administrator can enable a connected line for Customer Support.

Generated Webex CRM activities and support messages are read-only. Add staff notes and replies separately. Imported Webex content is excluded from CRM MCP activity exports and support AI source selection; separately written staff content remains available to those tools.

See our Privacy Policy or submit a privacy request for questions about access or deletion.

Place and control calls

1. Keep your Webex app signed in or your desk phone registered to the connected user.
2. Open the floating phone panel, select your Webex Calling line, and enter a number. You can also use a call button beside a contact's number in ADG Events.
3. Choose Call. Webex rings your app or desk phone before connecting the destination. Answer on that device when prompted.
4. Use the available Answer, Hold, Resume, Hang up, and transfer controls as the call state permits.

The ADG Events browser controls the call; the Webex app or desk phone carries the audio. Use that device for mute, microphone, and speaker settings. Use Send tones during a connected call to enter phone-menu choices. A transfer completes when the destination answers.

Review recent calls and voicemail

• Use the Call history and Voicemail tabs in Calls & voicemail. Choose Update now to refresh.
• Each personal-line sync reads up to 20 recent entries per call type: placed, missed and received, up to 60 combined. These imports accumulate in ADG Events as updates continue. The recent set is not a limit on the history already imported here, and it cannot recover a complete past archive.
• Search stored history by name or number, provider, and an inclusive date range in your local timezone. Organization administrators can choose Whole team for connected personal lines or select Webex organization reports as a separate history source.
• Use Add notes on a call to save your outcome and CRM notes separately from the imported record.
• For your own voicemail, use Mark heard or delete. Deleting voicemail also deletes it from your Webex account. Use the Webex app or desk phone to listen to voicemail.
• Webex call-recording playback is not included in this integration. Connecting ADG Events does not enable recording.

Collect organization call reports

Organization reporting uses a separate administrator authorization. It imports detailed call legs for the Webex organization; it does not provide call control, voicemail, or recording audio.

1. Your Webex administrator must assign the custom role permission Webex Calling Detailed Call History API access to the user who will authorize reporting.
2. An ADG Events organization administrator opens Calls & voicemail, finds Webex organization reporting, selects the Webex region, and chooses Connect reporting.
3. Authorize the reporting Integration with spark-admin:calling_cdr_read and spark:people_read. This authorization is separate from your personal calling Integration.
4. Initial collection retrieves up to 30 days of available history in batches. It continues automatically; Collect now processes another bounded batch.
5. In Call history, choose Webex organization reports. Organization administrators can search these records. Each call leg remains distinct, and personal recent-history imports are shown separately to avoid mixing their totals.

Ongoing imports retain history beyond Webex's retrieval window. This is not a full archive of calls made before collection began. Stop collection disconnects reporting authorization while retaining imported organization history; personal-line disconnect controls do not remove these reports.

To remove these records, expand Administrator requirements and retained data in the reporting card and choose Remove reporting history. The separate confirmation removes this connection's organization reports and stops collection, including when collection was already stopped. Restarting requires authorization again. Personal phone imports and separate staff work remain.

Disconnect and remove imported data

1. Open Calls & voicemail. Under My phone → Webex Calling, choose Disconnect and confirm.
2. To manage the integration's authorization in Webex, use your Webex account's authorized-app settings or ask your Webex administrator.

Disconnecting in ADG Events removes that connection's stored Webex credentials and imported call and voicemail data, including generated CRM activities and support messages. It does not delete the original calls or voicemail from Webex. Disconnect in ADG Events when you want its imported data removed.

Separately written staff notes, outcomes and replies remain. Saved call notes appear as Staff notes from removed Webex Calling call, without imported caller details, numbers, dates or contact links. Support records containing staff work remain as neutral records with imported Webex details removed.

If you connect again, the recent records available from Webex can sync again. Use the privacy request form for requests involving separate staff content or other data.

Troubleshooting & support

The user has no calling line or connection is denied

Ask your Webex administrator to confirm the selected user's Webex Calling license, phone configuration, and integration permissions. Then reconnect with that user.

The browser connects, but there is no call audio

Sign in to the Webex app or check the assigned desk phone. Answer the device when it rings, and check its microphone, speaker and mute settings.

Automatic updates need attention

Use Update now for a manual refresh. Ask your administrator to check Webex app permissions, then choose Retry automatic updates. If the connection says Reconnect needed, reconnect and review its permissions.

Older calls are missing

Personal updates import up to 20 recent entries per call type and retain earlier imports. They cannot recover a missed record after it leaves that recent set. Organization administrators can connect separate reporting for up to 30 days of initial history and ongoing collection; it cannot recover an unlimited past archive.

Organization reporting is denied

Confirm that you are an ADG Events organization administrator, that the authorizing Webex user has the Webex Calling Detailed Call History API access custom role permission, and that the reporting Integration and selected region are configured. Reconnect with the same Webex organization already linked to this workspace.

The phone service or CRM Calls is unavailable

Contact your ADG Events organization administrator or support team to check platform configuration and your access.