User Onboarding¶

8.2 Control Hub Administration¶

Task	Frequency	Owner	Procedure
Check service status	Daily 9 AM	Help Desk	8.2.2
Review alerts/notifications	Daily	Voice Eng	8.2.3
Process new user requests	Daily	Help Desk	8.2.4
Process terminations	Daily	Help Desk	8.2.5
Review call quality reports	Daily	Voice Eng	8.3.2

Procedure: Daily Health Check

Step	Action	Expected
1	Navigate to https://status.webex.com	Webex status page
2	Verify all services show "Operational"	Green status
3	Check Webex Calling status specifically	No incidents
4	Login to Control Hub	admin.webex.com
5	Navigate to Troubleshooting -> Service Health	Internal view
6	Verify Calling Service = Active	Green indicator
7	Verify PSTN connections = Active	All trunks green
8	Document any issues in daily log	Shift handover

Procedure: Alert Review

Step	Action	Notes
1	Login to Control Hub	admin.webex.com
2	Check notification bell (top right)	Unread alerts
3	Navigate to Alerts Center	Full alert list
4	Filter by severity: Critical, Warning	Priority first
5	Review each alert:
	- License threshold alerts	Capacity planning
	- Device offline alerts	Phone issues
	- Trunk status alerts	PSTN issues
	- Security alerts	Investigate
6	Take action per alert type	See 8.6 Troubleshooting
7	Acknowledge resolved alerts	Clear list

Reference: https://help.webex.com/article/ni3wlvw (Alerts in Control Hub)

Procedure: Add New User (Day 2)

Step	Action	Notes
1	Receive approved request (ServiceNow/email)	HR-approved
2	Verify user exists in Azure AD	SCIM should sync
3	If not synced, wait 30 min or trigger sync	Auto-provision
4	Login to Control Hub -> Users	Find user
5	Click user -> Calling	Enable calling
6	Assign license: Webex Calling Professional	From pool
7	Select Location	User's office
8	Assign Phone Number (DID)	From available pool
9	Assign Extension	Per dial plan
10	Configure Voicemail	Enable
11	Click Save	User calling-enabled
12	Add phone device (if desk phone)	Per Chapter 6
13	Send welcome email to user	Include training link
14	Close service request	Document completion

SLA: New user provisioning within 4 business hours of approved request.

Reference: https://help.webex.com/article/v71ztb (Add Users)

Procedure: Remove User Access

Step	Action	Notes
1	Receive termination request (HR)	Approved request
2	Login to Control Hub -> Users	Find user
3	Document current settings	For records
4	Navigate to Devices	User's devices
5	Delete assigned phone(s)	Release device
6	Navigate to user -> Calling	Calling settings
7	Release phone number (DID)	Return to pool
8	Release extension	Return to pool
9	Disable Calling license	Reclaim license
10	If full termination: Delete user	Or disable via SCIM
11	Voicemail auto-deleted	With user
12	Update service request	Document completion

SLA: Termination processed within 2 hours for security terminations, 24 hours standard.

Procedure: Change User Location

Step	Action	Notes
1	Login to Control Hub -> Users	Find user
2	Navigate to Calling	Calling settings
3	Note current DID and extension	May need to change
4	Change Location	New location
5	If India: Update Zone assignment	Critical for toll bypass
6	Assign new DID (if changing region)	Regional number
7	Update Emergency Location	E911/112 compliance
8	Click Save	Apply changes
9	Update phone device location	If moving physical phone
10	Test calling from new location	Verify routing

Reference: https://help.webex.com/article/ndki3zb (User Calling Settings)

Procedure: Change User Phone Number/Extension

Step	Action	Notes
1	Login to Control Hub -> Users	Find user
2	Navigate to Calling -> Numbers	Number settings
3	Click "Edit" on phone number	Modify
4	Select new DID from available pool	Or enter manually
5	Update extension if needed	New ext
6	Update Caller ID settings	Match new number
7	Click Save	Apply changes
8	Notify user of change	Email confirmation
9	Update any Hunt Groups/AA	If user is member