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Important: Some users may experience sign-in issues until upcoming Single Sign-On (SSO) improvements are completed.
Overview
Users will encounter sign‑in issues when using the Cisco Call app inside Microsoft Teams.
This is expected and occurs because:
- Webex uses your email address for authentication
- Microsoft 365 uses username@… for authentication
Since the two systems use different login formats, Teams may try to sign in with the wrong identity.
We plan to update our SSO configuration in the future so both systems use the same format, but until then, users will need to follow the steps below.
How to Sign In Successfully
Step 1 — Open the Cisco Call App
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In Teams, select the Cisco Call app from the left navigation menu.
If it’s not visible, click More apps (…) and search for Cisco Call.
Step 2 — Choose “Use a different account”
When the Microsoft sign‑in window appears:
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Do NOT click Continue
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Select Use a different account (this link appears under the main sign-in button)
This ensures Teams does not attempt to authenticate you with your Microsoft 365 username.
Step 3 — Sign In Using Your Webex Credentials
After selecting Use a different account, you will be redirected to the Webex login screen.
Enter your:
Your call history, voicemail, and calling features will load once authentication completes
If You Signed In With the Wrong Account
If you already clicked Continue and the app failed to load:
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Open the Cisco Call app
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Click your profile icon
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Select Sign Out
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Sign in again, and be sure to choose Use a different account
Future Improvements
We are planning changes to our Single Sign-On (SSO) configuration so that Webex and Microsoft 365 authentication use the same format.
Once these changes are complete, the current sign in issues should no longer occur.
Need Help?
Contact the ITS Service Desk: