User Guide & Best Practices

Webex from PressONE

Your softphone, desktop app, mobile app, meetings, and team collaboration — all running on PressONE's Cisco BroadWorks platform, delivered through the Cisco Webex experience. Here's how it works, and how to keep it running smoothly.

Audience: PressONE Webex users  •  Covers: Calling, Meetings, Messaging & Mobile Troubleshooting

The big picture

One app for calling, meetings, and teamwork

PressONE connects our Cisco BroadWorks calling platform to the Cisco Webex app. That means your business phone line lives inside the same app you use for video meetings and messaging — on your desk, your laptop, and your phone. One login, one app, and your number rings wherever you are.

How it fits together. Your calling features — your number, voicemail, call routing, hunt groups — come from PressONE's BroadWorks platform. The app experience, video meetings, and messaging come from Cisco Webex. PressONE ties the two together and provides your live, dedicated support.

What you can do

Everything Webex from PressONE gives you

The same Webex app runs across every device, so the controls feel familiar whether you're at your desk or on the move. Here's what's inside.

Softphone calling

Make and take business calls from the app using your PressONE number.

  • HD voice and video calls
  • Hold, transfer, and merge calls
  • Move a live call between devices
  • Visual voicemail and call history

Desktop app

The full experience on Windows and Mac for everyday work.

  • Click-to-dial from contacts
  • Headset and device integration
  • Screen share and file transfer
  • Presence — see who's available

Mobile app

Your office number in your pocket — iOS and Android.

  • Calls over Wi-Fi or cellular data
  • Caller ID shows your business number
  • Push notifications for calls and messages
  • Single Number Reach across devices

Meetings

Start or join video meetings without leaving the app.

  • One-click join from a calendar invite
  • Screen and content sharing
  • Recording and transcripts
  • Virtual backgrounds and noise removal

Messaging & collaboration

Keep the conversation going between calls and meetings.

  • 1:1 and group spaces
  • File sharing and whiteboarding
  • Searchable message history
  • @mentions and reactions

Contacts & presence

Reach colleagues fast and see who's free before you call.

  • Company directory and personal contacts
  • Availability status (active, away, busy)
  • Favorites for one-tap calling
  • Click a name to call, message, or meet

Want the full Cisco reference? Cisco maintains the complete feature documentation for Webex from Service Providers at help.webex.com. For anything specific to your PressONE account, contact PressONE support.

First-time setup

Getting started on mobile

A few minutes of setup now prevents most of the issues in the next section. Do these once when you install the app.

Install & sign in

  1. Download Webex from the App Store (iOS) or Google Play (Android).
  2. Open the app and sign in with the email PressONE set up for you.
  3. Enter the password / verification code from your welcome email.
  4. Allow the app to finish provisioning your calling service.

Grant permissions

  1. Allow Microphone access — required for calls.
  2. Allow Camera for video meetings.
  3. Allow Notifications so incoming calls ring.
  4. Disable battery optimization for Webex (Android) so calls aren't missed in the background.
One-time tip: place a test call and join a test meeting before your first real one. It confirms audio, video, and notifications all work on your network.

Mobile apps

Troubleshooting & best practices

Most call problems on mobile trace back to the network the phone is using, not the app itself. Work through the steps in order — they're arranged from the quickest, most common fix to the rarest. If you're still stuck, the last section tells you exactly what to send us.

Why the network matters. Webex calls are VoIP — your voice travels as data over Wi-Fi or cellular. Unlike a traditional cell call, voice quality depends on a steady, low-latency internet connection. A weak signal, a congested Wi-Fi network, or a restrictive firewall causes the symptoms below far more often than the app does.
1 Connection issues — app won't connect, calls won't go through ›

Symptoms: the app shows "Connecting…" or offline, calls fail to dial, or you can't sign in.

Fastest fix first: toggle Airplane mode on for 10 seconds, then off — this forces a fresh network connection and clears the majority of connection problems.

Check the basics

  1. Confirm you have internet. Open a web page or stream a video. No internet anywhere = a network problem, not a Webex problem.
  2. Test both networks. If you're on Wi-Fi, switch to cellular data (or vice-versa). If it works on one but not the other, the problem is that specific network.
  3. Move closer to the router or to a spot with stronger signal. Weak Wi-Fi/cellular is the #1 cause.

If it still won't connect

  1. Force-quit and reopen the Webex app (swipe it closed from the app switcher).
  2. Restart the phone. Clears stuck network states.
  3. Check for app updates in the App Store / Google Play and install any pending Webex update.
  4. Confirm the OS is up to date — very old iOS/Android versions can lose connectivity after Webex updates.
  5. Verify date & time are set to automatic. A wrong clock breaks the secure connection and sign-in.

On a corporate or restricted Wi-Fi

  1. Guest/public Wi-Fi often blocks the ports VoIP needs. Test on cellular to confirm.
  2. A VPN can block or slow calls — try turning the VPN off.
  3. If a specific office network always fails, it may need firewall rules opened. Flag this to PressONE — it's a one-time IT fix, not a per-user one.
2 One-way audio — you can hear them but they can't hear you (or vice-versa) ›

The call connects, but audio only travels one direction. This is almost always a microphone permission or a network/firewall issue.

Check this first: Webex needs microphone permission. If it was never granted, the other side hears nothing. Settings → Webex → enable Microphone.

If THEY can't hear YOU

  1. Confirm microphone permission is on for Webex (steps above).
  2. Make sure you're not muted — check the mute button in the call and the physical mute on any headset.
  3. Remove any case or finger covering the mic; try with the phone off speaker.
  4. Disconnect Bluetooth headsets/car kits — they sometimes capture the mic incorrectly. Test on the phone's own mic.
  5. Close other apps that may be holding the microphone (voice recorders, another call app).

If YOU can't hear THEM

  1. Turn the volume up; toggle speaker on/off in the call.
  2. Check Bluetooth — audio may be routing to a paired device you're not wearing.

If it happens on every call

Persistent one-way audio across calls usually points to a firewall/NAT on the network blocking the return audio stream (RTP). This is common on locked-down office or hotel Wi-Fi.

  1. Test the same call on cellular data. If audio is two-way on cellular, the Wi-Fi firewall is the culprit.
  2. Turn off any VPN and retry.
  3. If a specific network is always one-way, report it to PressONE so the required UDP audio ports can be opened.

The most common cause on Wi-Fi: SIP ALG

SIP ALG (Application Layer Gateway) is a feature built into many routers, firewalls, and modems. It's meant to help VoIP traffic, but in practice it usually breaks it — it rewrites the call signaling incorrectly and is one of the most common causes of one-way audio, dropped calls, and phones that won't register. If one-way audio happens on a specific network every time, SIP ALG is the first thing to rule out.

The fix: turn SIP ALG off. It should be disabled on any network used for VoIP. There are two ways to do that.

Option A — Ask your ISP

  1. Call your internet provider (ISP) and tell them you run VoIP / business phones.
  2. Ask them to disable SIP ALG on your modem or router — especially on equipment they provided.
  3. Some ISP-managed gateways can only be changed by the ISP, so this may be your only option.

Option B — Turn it off yourself

  1. Log in to your router / firewall / modem admin page (the address and password are usually on a sticker on the device).
  2. Look under Advanced, WAN, Firewall, or NAT for a SIP ALG option.
  3. Set it to Disabled / Off and save.
  4. Reboot the router, then test a call again.
Can't find it? The name varies by brand — it may be listed as "SIP ALG," "SIP Transformations," or "SIP Pass-through." If you can't locate it, ask your ISP, or send PressONE your router make and model and we'll point you to the right setting.
3 Quality issues — choppy, robotic, delayed, or dropping audio ›

Choppy or robotic audio, echo, lag, or calls that drop mid-conversation are signs of an unstable or congested connection (jitter and packet loss).

Best single fix: get closer to your Wi-Fi router, or switch to a less crowded network. Call quality is mostly about signal stability.

Improve the connection

  1. Move to stronger signal. One or two bars of Wi-Fi/cellular causes most quality problems.
  2. Avoid hand-offs while talking — walking out of Wi-Fi range onto cellular (or between Wi-Fi access points) drops or garbles the call. Pick one network and stay put for important calls.
  3. Reduce competition for bandwidth. Large downloads, video streaming, or many devices on the same Wi-Fi steal bandwidth from your call.
  4. Use a 5 GHz Wi-Fi network where available — it's faster and less congested than 2.4 GHz.

On the device

  1. Close background apps that use data or CPU.
  2. Turn off Low Power / Battery Saver mode — it throttles network and can degrade calls.
  3. Use a wired or quality Bluetooth headset to cut echo and background noise.
  4. Restart the phone if quality has been degrading over days.
For echo specifically: echo is usually caused by someone else on the call with an open speaker and no headset. If you hear echo, it's often the far end's setup — ask them to use a headset or lower their speaker volume.
4 Bluetooth headset problems — dropouts, no audio, wrong device ›

Bluetooth is convenient but adds a wireless link that can drop, grab the mic incorrectly, or fight with Wi-Fi. If your audio problems only happen with a Bluetooth headset, work through these first — and a wired USB / 3.5 mm headset is always the most reliable fallback.

The golden rule: pair the headset in your phone's Bluetooth settings before you open Webex. Pairing while Webex is already open is the single most common cause of Bluetooth audio failing.

Get it working

  1. Pair first, then launch Webex. If Webex is already open, fully close it, confirm the headset is connected in Bluetooth settings, then reopen Webex.
  2. Select the headset inside Webex. In the app's audio settings, explicitly choose your headset for speaker and microphone — don't leave it on "System Default."
  3. Make sure audio isn't routing elsewhere. A paired car kit, speaker, or second pair of earbuds can silently capture the call. Disconnect devices you're not using.

If it cuts out or sounds bad

  1. Stay within range — keep the headset within about 5–10 metres of the phone, with no thick walls in between.
  2. Check the headset battery. Low battery causes dropouts and static before it dies completely.
  3. Reduce 2.4 GHz interference. Bluetooth and 2.4 GHz Wi-Fi share the same band — if several Bluetooth devices are active, switch your phone to a 5 GHz Wi-Fi network.
  4. Re-pair the headset: "forget" it in Bluetooth settings, then pair it fresh.
Still unreliable? Switch to a wired USB or 3.5 mm headset for important calls. If you can hear/be heard fine on wired but not Bluetooth, the headset or its pairing is the problem — not Webex or your network.
5 What to provide when opening a ticket ›

The more of this we have up front, the faster we resolve it. Send these details with your ticket to PressONE.

The essentials

ProvideWhy it helps / example
Who & what numberYour name and the PressONE number / extension affected.
Date & timeWhen it happened, including time zone. "Today ~2:15 PM CT."
What you were doingMaking a call, on a meeting, signing in, receiving a call.
The exact symptom"One-way audio — caller couldn't hear me," "robotic audio," "call dropped after 30s."
How oftenEvery call, only some calls, only on a specific network.
Device & OSe.g. iPhone 14, iOS 18.4 — or Samsung Galaxy S23, Android 14.
Webex app versionFound in the app under your profile → About.
NetworkWi-Fi or cellular? Office, home, or public? On VPN?
The other partyInternal colleague, external number, or a meeting? Did it affect both sides?
Screenshots & logsAttach a screenshot of any error and submit in-app logs (steps below).
Most useful single thing: note the exact date and time of a failed call. It lets us pull the matching call record on the platform and see exactly what happened.

How to take a screenshot

iPhone / iPad (Apple)

  1. Face ID models (no Home button): press the Side button and Volume Up at the same time, then release.
  2. Home-button models: press the Home button and the Side/Top button together.
  3. The screen flashes; a thumbnail appears in the lower-left corner.
  4. The image saves to Photos → Screenshots. Attach it to your ticket or reply email.

Android

  1. Press the Power button and Volume Down at the same time, then release.
  2. (Some Samsung/older devices: Home + Power.)
  3. A preview appears at the bottom; the image saves to Photos/Gallery → Screenshots.
  4. Open it from the gallery and attach it to your ticket or reply email.
Tip: screenshot the moment an error message appears — and the call/meeting screen if quality is the issue. Capture the whole screen, not just part of it, so we can see status icons.

How to submit logs from the Webex app

Webex collects diagnostic logs on the device. Sending them lets our team and Cisco see exactly what the app was doing.

Send logs immediately after the problem happens. Logs rotate — older data gets overwritten, so a log sent the next day may no longer contain the failed call.

Webex mobile app (iOS & Android)

  1. Open Webex and tap your profile picture / initials (top-left).
  2. Tap Settings (or the gear icon).
  3. Scroll to Help or Report a Problem / Send Feedback.
  4. Enable "Include logs" / "Send diagnostic logs," add a short description of what went wrong, and submit.
  5. Note the Feedback ID / reference number the app shows after sending — include it in your ticket.

Webex desktop app (Windows & Mac)

  1. Click Help → Report a Problem (or Send Logs).
  2. Add a brief description and submit.
  3. Copy the reference number that appears and include it in your ticket.
  4. If the app is frozen, fully quit it first (Task Manager on Windows / Activity Monitor on Mac), reopen, then send logs.
Always include with the logs: the Feedback ID / reference number, the exact date and time of the issue (so logs line up), the number you called or were called from, and a one-line description of the symptom.
Order of operations: reproduce the issue → submit Webex logs immediately → note the Feedback ID → open your PressONE ticket with the ID, screenshots, and the checklist details above.

Where to submit your ticket

Open a ticket through either channel and include everything above:

Reach PressONE support. Real people, real fast — that's the whole point. The more of the checklist you include up front, the quicker we close it out.

Keep this handy

30-second triage

Before you call it in, run these four checks — they resolve the large majority of mobile issues on the spot.

1 · Toggle the network

Airplane mode on/off, or switch Wi-Fi ↔ cellular. Fixes most connection drops.

2 · Check permissions

Microphone and Notifications must be ON for Webex. Fixes one-way audio and missed calls.

3 · Get better signal

Move closer to the router or to stronger coverage. Fixes most quality issues.

4 · Restart & update

Force-quit Webex, restart the phone, install pending updates.