Summary
Troubleshooting steps for resolving dropped calls, failed connections, and registration issues in Webex Calling (Desktop).
Body
Issue / Error
Users may experience calling problems in Webex, including:
- Calls not connecting
- Calls dropping after a few seconds
- Unable to transfer or place calls on hold
Cause
These issues commonly occur due to network shaping, VPN conflicts, or Webex Calling services failing to register. Guest Wi-Fi networks often block traffic required for calling.
Solution
Calling Troubleshooting Steps
- Check registration:
- Go to Profile (Your Initials) → Help → Health Checker.
- Look for Green Check Marks in all three rows.
- If not a row is missing a green check, or you continue to have issues restart the Webex app.
- If issues persist, restart the computer to reset the network stack.
- If connected to a VPN, disconnect and test again:
- Webex often works better while off-VPN.
- Verify that required firewall ports are not blocked.
- Guest Wi-Fi networks commonly restrict SIP and Webex Calling traffic.
- If issues remain, submit a support ticket.
Real-Life Example
A user’s calls dropped after 20 seconds when working from a café. The guest Wi-Fi was blocking SIP traffic. Switching to their mobile hotspot resolved the issue immediately.
Environment
- Webex App
- Webex Calling
- VPN connections
- Guest Wi-Fi networks