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Use One Extension on Both a Desk Phone (Hardphone) and a Laptop Softphone (Cisco Webex / WHC)

Contents

Overview

This article explains how to use a single extension on both an office desk phone (hardphone) and a laptop softphone using Cisco Webex (WHC). No error message is required for this setup; it is primarily an enablement and activation workflow.

To use Webex as a softphone, you must (1) install the Webex app and (2) enable/activate the Webex softphone option for the user in your admin portal, which triggers a vendor activation email. With multi-device assignment, both devices can ring, and answering on one stops ringing on the other.

Solution

Expected behavior (multi-device on one user/extension)

  • Both the hardphone and the Webex softphone can ring for an incoming call.
  • If the call is answered on one device, the other device stops ringing for that call.

1) Install the Webex softphone application (laptop)

Download and install Cisco Webex from:

https://www.webex.com/downloads.html

2) Enable/activate Webex softphone for the user in the admin portal

Installing the app alone may not be sufficient. The user must be enabled/activated for the Webex softphone application in the admin portal.

  1. In your admin portal, locate the target user (for example: <user>, extension <extension>).
  2. Enable/activate the Cisco Webex softphone/application option for that user (the option name may vary by portal).
  3. When enabled, the system triggers a Webex/WHC vendor activation email to the user’s email address (for example: <user_email>).

3) Complete activation from the vendor email

Have the user:

  • Open the activation email (sent by Webex/Cisco or WHC).
  • Follow the prompts to set a password / activate the account.
  • Sign in to the Webex desktop app.

Note: The activation email is generated by the vendor workflow (Webex/Cisco or WHC). The exact sender address may vary and is not controlled by your admin portal.

Verification

After the user activates Webex and signs in:

  1. Place a test inbound call to <extension>.
  2. Confirm the hardphone and the Webex softphone ring (based on your device assignment).
  3. Answer on the softphone and confirm the desk phone stops ringing (or vice versa).
  4. Place an outbound call from Webex and confirm the expected caller identity for that extension.

If the Activation Email Can’t Be Found

  • Check the mailbox for <user_email>, including junk/spam/quarantine.
  • Search for emails containing “Webex”, “Cisco”, or “WHC” (the sender address can vary).
  • If the email is still not received, re-check that the user <user> (extension <extension>) is enabled/activated for the Webex softphone option and that the activation workflow was triggered.

Frequently Asked Questions

1. Is there a specific error message that indicates this problem?
No. This is typically a configuration/enablement request. If the user cannot proceed, the most common blocker is that the Webex softphone option has not been enabled/activated for the user (so no activation email is generated).
2. Will the office hardphone stop working if the user uses Webex from home?
With a multi-device setup, incoming calls can ring on both devices. When the user answers on one device, the other device stops ringing for that call.
3. Where do I download the laptop softphone?
Install Cisco Webex from: https://www.webex.com/downloads.html
4. The user installed Webex, but nothing happens—what’s missing?
The user must be enabled/activated for the Cisco Webex softphone option in the admin portal. Activation triggers an email from Webex/Cisco or WHC that the user must complete (set password/activate) before sign-in works fully.
5. What email address will send the activation link?
The activation email is generated by the vendor workflow (Webex/Cisco or WHC), and the exact sender address can vary. Check the recipient mailbox (<user_email>) including spam/quarantine and search for “Webex”, “Cisco”, or “WHC”.
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  1. Matthew Mrosko

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