Customer XYZ has deployed Bring your own PSTN option to route calls to his Webex Contact Center environment. Callers calling in are reporting getting…

The customer is using the "Bring Your Own PSTN" (BYO PSTN) option, which means their own Session Border Controller (SBC) is the entry point for calls from the PSTN into the Webex Contact Center. A reorder tone typically indicates a call routing failure or a network path unavailability. The most logical first step in troubleshooting is to check the status of the SIP trunk on the customer's SBC that connects to the Webex Contact Center cloud. This trunk is the critical link, and if it is down or misconfigured, no calls can be completed, resulting in the reported issue.

B. Verify that the Webex Contact Center channels are associated: Channel association is a licensing and capacity configuration within Webex CC. A failure here would likely result in a different error, not a reorder tone at the PSTN level.

C. Review the Webex Contact Center Analyzer that checks the call logs: If the SIP trunk is down, the call will never reach the Webex Contact Center platform, and therefore, no logs for the failed call attempt will exist in the Analyzer.

D. Review the Webex Contact Center Queues configuration: Queue configuration handles calls after they have been successfully received by the platform. It does not affect the initial call setup from the PSTN.

1. Cisco. (2023). Cisco Webex Contact Center Voice Onboarding Guide. "Troubleshooting" section. This guide outlines the call path for BYO PSTN (VPOP) and emphasizes the customer's responsibility for the SBC and its connectivity. It lists checking SBC trunk status and SIP signaling as primary troubleshooting steps for call failures.

2. Cisco. (2024). Webex Contact Center with AT&T - Voice (VPOP) Configuration Guide. "Troubleshooting" chapter. This document

while specific to an AT&T integration

details the common failure points for VPOP/BYO PSTN

with the SBC-to-cloud SIP trunk being the primary focus for initial call setup issues like reorder tones.