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Cisco Jabber for Android

Cisco Jabber for Android 10.6 User Guide

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User Guide

Contents

User Guide

Get Started

Set Up Cisco Jabber

Prepare for Setup

After you download Cisco Jabber for Android from Google Play and installing it, get your sign-in method and account information from your system administrator.

Note


Your organization may not support all of the features that are discussed in this document. Contact your system administrator for more information.


Set up with URL

Procedure
    Step 1   On your Android device, tap the setup URL that your administrator provided.
    Step 2   After Cisco Jabber opens, read the end user license agreement and terms of service, and then tap Accept.
    Step 3   Review the In Cisco Jabber screens, and then tap Get Started Now.
    Step 4   Enter your username.
    Step 5   Enter your password.
    Step 6   Tap Sign In.
    Step 7   If prompted to validate your server certificates, contact your administrator to verify that you should accept the certificates. After you sign in, Cisco Jabber opens.

    Set Up Using Simple Sign-In

    Procedure
      Step 1   Open Cisco Jabber.
      Step 2   Read the end user license agreement and terms of service, and then tap Accept.
      Step 3   Review the In Cisco Jabber screens, and then tap Get Started Now.
      Step 4   Enter your username and domain in the following format: username@example.com.
      Step 5   Tap Continue.
      Step 6   If prompted to validate your server certificates, contact your administrator to verify that you should accept the certificates.
      Step 7   If prompted, enter your password.
      Step 8   Tap Sign In.
      Step 9   If prompted to validate your server certificates, contact your administrator to verify that you should accept the certificates. After you sign in, Cisco Jabber opens.

      Manually Set Up Cisco Unified Communications Manager IM and Presence Service

      If the application user does not deploy the DNS SRV to allow using an email address to discover the login server, the information has to be manually inputted to log in to Jabber.
      Procedure
        Step 1   Open Cisco Jabber.
        Step 2   Read the end user license agreement and terms of service, and then tap Accept.
        Step 3   Review the In Cisco Jabber screens, and then tap Get Started Now.
        Step 4   Tap Advanced settings.
        Step 5   In the Connect to server drop-down list, select Manually.
        Step 6   In the Select account type drop-down list, select CUCM IM and Presence.
        Step 7   In the Server information field, enter the presence server address that your administrator provided.
        Step 8   Tap OK.
        Step 9   Enter your username and domain in the following format: username@example.com.
        Step 10   Tap Continue.
        Step 11   Enter your password.
        Step 12   Tap Sign In.
        Step 13   If prompted to validate your server certificates, contact your administrator to verify that you should accept the certificates. After you sign in, Cisco Jabber opens.

        Manually Set Up Phone Services Only

        If the application user does not deploy the DNS SRV to allow using an email address to discover the login server, the information has to be manually inputted to log in to Jabber.

        Procedure
          Step 1   Open Cisco Jabber.
          Step 2   Read the end user license agreement and terms of service, and then tap Accept.
          Step 3   Review the In Cisco Jabber screens, and then tap Get Started Now.
          Step 4   Tap Advanced settings.
          Step 5   In the Connect to server drop-down list, select Manually.
          Step 6   In the Select account type drop-down list, select Phone Services Only.
          Step 7   In the Server information area, enter the TFTP and CCMCIP server addresses that your administrator provided.
          Step 8   Tap OK.
          Step 9   Enter your username and domain in the following format: username@example.com.
          Step 10   Tap Continue.
          Step 11   Enter your password.
          Step 12   Tap Sign In.
          Step 13   If prompted to validate your server certificates, contact your administrator to verify that you should accept the certificates.

          After you sign in, Cisco Jabber opens.


          Certificate Validation

          When you set up and use Cisco Jabber, you may be prompted to validate your server certificates to connect to your services.

          Depending on your account setup, you may need to verify server certificates for the following services:
          • Instant Messaging

          • Phone Services

          • Voicemail

          • Directory

          • Expressway Mobile and Remote Access

          • SSO IdP certification for SSO deployments


          Note


          Depending on how your administrator sets up the servers, you may have to validate multiple certificates for IM and phone services.
          If you decline a certificate, the following occurs:
          Instant Messaging
          You cannot sign in to Cisco Jabber.
          Phone Services
          • An invalid certificate notification will be shown.

          • If the system has only one server, you cannot sign in to Cisco Jabber.

          • If the system has two servers and you decline one certificate, you can accept the second certificate and sign in to that particular server.

          • You cannot sign in to Cisco Jabber.

          Voicemail
          • An invalid certificate notification will be shown.

          • You can sign in to Cisco Jabber but you cannot access the Voicemail service. You must sign out of Cisco Jabber and then sign back in to view the certificate validation message again.

          Verify Certificates

          In order for Jabber to work correctly, you may have to trust up to six certificates.

          Procedure
            Step 1   When the Certificate Verification dialog box appears saying that you need to Verify Certificate, tap either the Decline or Accept button.
            Step 2   Tap Continue.

            Profile and Status

            Turn on Accessibility Icons

            By default, Cisco Jabber uses standard status icons. You can also set the app to use accessible status icons, which are monochromatic and use symbols to show your status.

            Procedure
              Step 1   To use accessible status icons, tap Settings > Display.
              Step 2   Turn on the Accessibility Icons switch.
              Standard Icon Accessibility Icon Description
              Available
              Away
              Do Not Disturb
              Offline

              Edit Your Profile Photo

              Procedure
                Step 1   Select your user profile.
                Step 2   Select your profile picture.
                Step 3   Select a photo stored on your device or take a new one.

                Calls

                Phone Services Accounts

                When you call with Cisco Jabber, the app uses your work phone number and displays that work number to the person you call.

                You can make calls in different ways, depending on how your system administrator sets up your account.

                A basic phone services account allows you to make audio calls using Voice over Internet Protocol (VoIP). Your system administrator can also enable the following features for your account:

                • Video — You can make video calls.

                • Dial via Office (DvO) — You can call using your work phone number and your mobile voice network.



                Table 1 Comparison of VoIP and DvO Call Behavior
                 

                VoIP

                DvO

                Networks used

                Wi-Fi or mobile data networks

                Mobile voice network

                Maximum number of calls at a time

                Two

                Only one call is active at a time; the other is automatically placed on hold.

                One

                In-call features

                (such as hold or conference)

                Available

                Not available

                Incoming calls

                Open in Cisco Jabber

                Open in the native phone application

                Outgoing calls

                Cisco Jabber immediately dials the number that you enter

                Cisco Jabber calls you back before dialing the number that you enter

                The following table lists the call settings that you can set up in the Cisco Jabber Settings menu, based on your phone services account setup.

                Table 2 Call Settings

                If your account is...

                You can modify these Cisco Jabber settings...

                Video enabled

                Send Automatically — Use this setting to turn automatic video for calls on and off.

                Mobile Data Network — Use this setting to automatically turn video on or off when you use a mobile data network.

                Note   

                Cisco Jabber does not display these video settings during a video call or if you turn on low-bandwidth mode.

                DvO not enabled

                Low-Bandwidth Mode — Use this setting to optimize audio if you make VoIP calls while you are connected to a low-bandwidth network.

                DvO enabled

                Calling Options — Specify whether you want Cisco Jabber to always make VoIP calls, always make calls with your mobile voice network, or automatically select the call method based on your network connection.

                Low-Bandwidth Mode — If you select a calling option that uses VoIP, Cisco Jabber displays the low-bandwidth mode setting. Use this setting to optimize audio if you make VoIP calls while you are connected to a low-bandwidth network.

                Make a Call on a Tablet

                Tap the search area to open the Keypad screen, then follow one of these steps to make a call:

                • Tap the numbers on the keypad then tap Call.

                • Input an email address, such as username@example.com then tap Call or tap for more choices.

                In-Call Features

                Call Park

                Complete this task to park an ongoing call so that you can transfer it to another device or temporarily place it on hold.

                1. From the in-call view, tap .

                2. Tap Park.

                3. Retrieve the call from another device or resume the call from the current device.

                Conference Calls

                1. From the in-call view, tap .

                2. Tap Conference.

                3. Follow one of these steps:

                  1. Enter a phone number and select Call.

                  2. Enter a name or video address, and tap an item in the search results.

                  Cisco Jabber automatically places your first call on hold and displays the status of both calls.

                4. On the control bar, tap Merge.

                Hold and Resume Calls

                1. From the in-call view, tap .

                2. Tap Hold.

                3. To resume the call, tap Resume.

                Merge Calls

                Use the Merge feature to merge two existing calls into a conference call.

                This procedure applies only to Cisco Jabber VoIP calls. The Merge feature is not available for DvO calls.

                1. From the in-call view, tap .

                2. Tap Merge.

                3. Tap OK.

                4. (Optional) Tap to view a list of conference participants.

                Move a Call to a Mobile Network

                This procedure applies only to Cisco Jabber VoIP calls. This feature is not available for DvO calls.

                1. From the in-call view, tap .

                2. Tap Move to Mobile.

                3. Tap OK.

                4. Tap Answer when your device rings.

                Show Call Statistics

                1. From the in-call view, tap .

                2. Tap Call Statics.

                Toggle between Calls

                When you are connected to two Internet calls, only one call is active at a time; the other is automatically placed on hold.

                1. Tap the red bar to toggle between the two calls.

                Transfer a Call

                1. From the in-call view, tap .

                2. Tap Transfer.

                3. Follow one of these steps:

                  1. Enter a phone number and select Call.

                  2. Enter a name or video address, and tap an item in the search results.

                Voice Messages

                Voice Message Icons

                Table 3 Voice Message Icons
                Icon Description
                Unread message
                Important message
                Secure message
                Private message

                Reply to a Voice Message

                Call a Contact Back

                Procedure
                  Step 1   On the Voice Messages screen, tap the voice message to view the message details.
                  Step 2   On the voice message Details screen, tap .
                  Step 3   If using Dial via Office (DvO), follow these steps:
                  1. Tap Answer to accept the call.
                  2. If prompted, press a number on the keypad.
                  After you accept the call, the corporate calling system calls the number you dialed. The DvO call opens in the native phone application.

                  Send a Text Message

                  You can use this procedure if your Voicemail account is set up with the visual voicemail feature.

                  Procedure
                    Step 1   On the Voice Messages screen, tap the voice message username to view the message details.
                    Step 2   Tap the text message to reply.

                    Start a Chat

                    You can use this procedure if your Voicemail account is set up with the visual voicemail feature.

                    Procedure
                      Step 1   On the Voice Messages screen, tap the voice message username to view the message details.
                      Step 2   On the voice message Details screen, tap .

                      Chat

                      Make a Call during a Chat Session

                      Procedure
                        Step 1   Within a chat conversation, tap .
                        Step 2   Tap the number that you want to call.
                        Step 3   If using Dial via Office (DvO), follow these steps:
                        1. Tap Answer to accept the call.
                        2. If prompted, press a number on the keypad.
                        After you accept the call, the corporate calling system calls the number you dialed. The DvO call opens in the native phone application.

                        Start a Cisco WebEx Meeting during a Chat Session

                        Procedure
                          Step 1   To start a WebEx meeting during a chat conversation:
                          • On your phone select Menu > WebEx Meeting.

                          • On your tablet select the Cisco WebEx Meeting icon on the chat screen.

                          The Cisco WebEx Meeting application opens if it is installed, otherwise you are prompted to download the application. Before the download you are asked for your WebEx credentials.

                          Step 2   Enter your email address and tap Next.
                          Step 3   Enter your password and tap Sign in.

                          An instant meeting is created and a notification is sent to the recipient.

                          Step 4   Follow the prompts to connect and attend the meeting.

                          View Your Chat History

                          You can use this procedure to view previous chat messages with a contact if your system administrator has enabled this feature.

                          Procedure
                            Step 1   In an active chat conversation, swipe down to load any earlier messages.
                            Step 2   If there are many earlier messages, swipe down again to scroll through the messages.

                            Transfer Files

                            If your administrator has enabled the feature, file transfers can be made during a chat session.

                            You can transfer files between Cisco Jabber clients using the Send file icon in the chat window. You can also drag and drop the file into the chat window.

                            Procedure
                              Step 1   Select the Plus icon in the bottom right corner of a chat window.
                              Step 2   Select the file that you want to transfer from your device.
                              Step 3   Select Open.

                              Settings

                              Access Settings

                              The Settings screen is accessed in the following ways:

                              • Swipe to the right or tap to open the navigation drawer on your phone. Tap Settings.

                              • Tap the Settings icon on your tablet.

                              Set Low-Bandwidth Mode

                              Cisco jabber for Android uses low-bandwidth mode to optimize the audio for low-bandwidth networks, which may improve call quality for VoIP calls.

                              To use low-bandwidth mode, one of the following must be true:

                              • Your administrator set up the system to handle calls between devices that use different codecs

                              • Both your device and the device of the person you are calling support the same low-bandwidth codec (G.729a or G.729b)


                              Note


                              If you call a device that does not support the same low-bandwidth codec, and the system is not set up to handle a codec mismatch, you may experience one of the following problems:

                              • You cannot hear audio

                              • The call is immediately disconnected


                              If you have questions about your system setup, contact your system administrator.

                              Procedure
                                Step 1   On the Settings screen, under Call, tap Audio and Video.
                                Step 2   Turn the Low-Bandwidth Mode setting on or off.

                                Set Calling Options

                                Before You Begin

                                This procedure applies to phone services accounts that have the Dial via Office (DvO) feature enabled.

                                Procedure
                                  Step 1   On the Settings screen, under Call, tap Calling Options.
                                  Step 2   Select an option.
                                  Option Description
                                  Voice over IP

                                  Always make VoIP calls over mobile data networks or Wi-Fi networks.

                                  Mobile Voice Network

                                  Always make DvO calls over the mobile voice network for your device.

                                  When you use DvO, the corporate calling system calls you back to start all calls.

                                  Autoselect

                                  Let Cisco Jabber choose VoIP or mobile voice network based on network connection.

                                  When you use DvO, the corporate calling system calls you back to start all calls.

                                  Step 3   If you select either Mobile Voice Network or Autoselect, verify that the DVO Callback Number section is populated with the correct callback number (usually your mobile phone number). If not, see the next topic.

                                  What to Do Next

                                  Add an Alternate Dial via Office Callback Number

                                  Add an Alternate Dial via Office Callback Number

                                  When you use DvO, the corporate calling system calls you back to start all calls. The DvO callback number is usually your mobile phone number.

                                  Procedure
                                    Step 1   On the Settings screen, under Call, tap Calling Options.
                                    Step 2   In the DvO Callback Number section, tap Use alternate number.
                                    Step 3   Enter the alternate DvO callback number.
                                    Step 4   Tap Save.

                                    Change Alternate Dial via Office Callback Number

                                    Procedure
                                      Step 1   On the Settings screen, under Call, tap Calling Options.
                                      Step 2   Tap the alternate DvO callback number.
                                      Step 3   Enter a new alternate DvO callback number.
                                      Step 4   Tap Save.

                                      View Notices and Disclaimers

                                      Procedure
                                        Step 1   On the Settings screen, under Help, tap About.
                                        Step 2   Tap Notices and Disclaimers.
                                        Step 3   Tap one of the following options to see the related content:
                                        • Emergency Number Notice
                                        • Open Source Notice
                                        • Strong Encryption Notice
                                        • Usage and Error Tracking

                                        Send Feedback to Cisco

                                        Procedure
                                          Step 1   On the Settings screen, under Help, tap Send Feedback to Cisco.
                                          Step 2   Select whether usage data will be collected using the Collect Usage Data field.
                                          Step 3   Select Survey if you wish to take a survey about the application.

                                          Troubleshoot

                                          View User Guides

                                          Procedure
                                            Step 1   On the Settings screen, under Help, tap User Guides.
                                            Step 2   Tap one of the following options to see the related content.
                                            Option Description
                                            Quick Start Video

                                            Video tours of the features and benefits of Cisco Jabber.

                                            Quick Start Guide

                                            Instructions to help you sign in to Cisco Jabber for the first time and use a few key features.

                                            User Guide

                                            Detailed instructions to help you use Cisco Jabber.


                                            Send Problem Report

                                            Use this procedure to send a problem report using Cisco Jabber settings.


                                            Tip


                                            You can also send a report by tapping the "Send problem report" link in an error message.
                                            Before You Begin

                                            Note


                                            The voice and video quality of calls depends on your Wi-Fi or mobile data network connection.


                                            • Set up an email application on your device.

                                            • Obtain the email address for problem reports from your system administrator.

                                            Procedure
                                              Step 1   On the Settings screen, under Help, tap Problem Reporting.
                                              Step 2   If you can reproduce your problem, tap the Detailed Logging switch to turn it on.
                                              Step 3   Reproduce the problem.
                                              Step 4   Tap Send Problem Report.

                                              Cisco Jabber opens your email application with a new message that contains a prefilled subject line and attached log files.

                                              Step 5   Enter a description of the problem in the body of the email message and send it to your system administrator.
                                              Tip   

                                              Include the time that the problem occurred. Check your Recents list to find that time.


                                              What to Do Next

                                              Important:

                                              To improve performance, save battery power, and limit the use of storage space, tap the Detailed Logging switch to turn it off after you no longer need it.

                                              Sign-In Issues

                                              If you cannot sign in, try the following troubleshooting tips.

                                              Procedure
                                                Step 1   Check that you are using a supported device and operating system. For information about supported devices and operating systems, see the Cisco Jabber for Android Release Notes for your release.
                                                Step 2   Check that you are using the correct release of Cisco Jabber for Android.

                                                You can download the latest release of Cisco Jabber for Android from the Google Play Store.

                                                Step 3   Check that your VPN is connected (if VPN is required). If your VPN is not connected and you are not using Expressway Remote and Mobile Access, contact your system administrator for configuration details.
                                                Step 4   If you are using HTTP basic SAML SSO authentication and the login fails when switching users with the Reset Jabber functionality:
                                                1. Reset Jabber
                                                2. Force Quit the application fully in Android OS
                                                3. Log in
                                                Step 5   If you are using Phone Services, check the network connection between your device and the corporate network as follows:
                                                1. Open your Internet browser.
                                                2. Try to access the administration pages for your corporate calling system by entering the following URL in your Internet browser: http://cisco_unified _communications_manager_node_name_or_ip_address/ucmuser.

                                                  Contact your system administrator if you do not have the address for your company's Cisco Unified Communications Manager node.

                                                3. If you cannot access the administration pages for your corporate calling system, try again from a different network access point. If you still cannot access the administration pages for your corporate calling system, contact your system administrator to find out if there is a network issue.
                                                Step 6   If you are using Cisco Unified Communications Manager IM and Presence Service, check the network connection between your device and the node as follows:
                                                1. Open a ping utility to ping the Cisco Unified Communications Manager IM and Presence Service node.
                                                2. Enter the Fully Qualified Domain Name or IP address of the node in one of the following formats:
                                                  • presence_node_name.domain.com

                                                  • ip_address.domain.com

                                                  If you cannot ping the node, contact your system administrator.

                                                Step 7   If you are using a tablet, contact your system administrator to ensure it has been set up for use. Some tablet services require additional configuration that may not have been performed.
                                                Step 8   If you still cannot set up Cisco Jabber for Android, send a problem report to your system administrator.

                                                Certificate Issues

                                                Certificate Validation

                                                When you set up and use Cisco Jabber, you may be prompted to validate your server certificates to connect to your services.

                                                Depending on your account setup, you may need to verify server certificates for the following services:
                                                • Instant Messaging

                                                • Phone Services

                                                • Voicemail

                                                • Directory

                                                • Expressway Mobile and Remote Access

                                                • SSO IdP certification for SSO deployments


                                                Note


                                                Depending on how your administrator sets up the servers, you may have to validate multiple certificates for IM and phone services.
                                                If you decline a certificate, the following occurs:
                                                Instant Messaging
                                                You cannot sign in to Cisco Jabber.
                                                Phone Services
                                                • An invalid certificate notification will be shown.

                                                • If the system has only one server, you cannot sign in to Cisco Jabber.

                                                • If the system has two servers and you decline one certificate, you can accept the second certificate and sign in to that particular server.

                                                • You cannot sign in to Cisco Jabber.

                                                Voicemail
                                                • An invalid certificate notification will be shown.

                                                • You can sign in to Cisco Jabber but you cannot access the Voicemail service. You must sign out of Cisco Jabber and then sign back in to view the certificate validation message again.

                                                Failure to Register on Cisco Unified Communications Manager

                                                Due to an Android kernel issue, Cisco Jabber cannot register to the Cisco Unified Communications Manager on some Android devices. To resolve this problem, try the following:

                                                • Upgrade the Android kernel to the latest version. This solution applies to the following supported devices:

                                                  • Google Nexus 5 (Android OS 4.4.x and Android OS 5.0)

                                                  • Google Nexus 7 (Android OS 4.4.x and Android OS 5.0)

                                                  • Google Nexus 10 (Android OS 4.4.x and Android OS 5.0)

                                                  • LG G2 (Android OS 4.2.2 to Android OS 5.0.x)

                                                  • LG G3 (Android OS 4.4.x to Android OS 5.0.x)

                                                  • Motorola Moto G (Android OS 4.4.x)

                                                  • Samsung Galaxy Note II (Android OS 4.2 to Android OS 4.4 x)

                                                  • Samsung Galaxy Note III (Android OS 4.3 to Android OS 4.4 x)

                                                  • Samsung Galaxy Note 4 (Android OS 4.4.x)

                                                  • Samsung Galaxy Note Pro 12.2-inch (Android OS 4.4.x)

                                                  • Samsung Galaxy Rugby Pro (Android OS 4.2.2 to Android OS 4.4 x)

                                                  • Samsung Galaxy SII (Android OS 4.1.2 to Android OS 4.4 x)

                                                  • Samsung Galaxy SIII (Android OS 4.1.2 to Android OS 4.4 x)

                                                  • Samsung Galaxy S4 (Android OS 4.2.2 to Android OS 4.4 x)

                                                  • Samsung Galaxy S4 mini (Android OS 4.2.2 to Android OS 4.4 x)

                                                  • Samsung Galaxy S5 (Android OS 4.4.x)

                                                  • Samsung Galaxy S5 mini (Android OS 4.4.x

                                                  • Samsung Galaxy Tab 3 8-inch (Android OS 4.4.x)

                                                  • Samsung Galaxy Tab 4 7-inch, 8-inch and 10.1-inch (Android OS 4.4.x)

                                                  • Samsung Galaxy Tab S 8.4-inch and 10.5-inch (Android OS 4.4.x)

                                                  • Samsung Galaxy Tab PRO 8.4-inch and 10.1-inch (Android OS 4.4.x)

                                                • Set the Cisco Unified Communications Manager to use mixed mode security, enable secure SIP call signaling, and use port 5061. See the Cisco Unified Communications Manager Security Guide for your release for instructions on configuring mixed mode with the Cisco CTL Client. You can locate the security guides in the Cisco Unified Communications Manager Maintain and Operate Guides. This solution applies to the following supported devices:

                                                  • HTC One M8 (Android OS 4.4.x)

                                                  • HTC One M7 (Android OS 4.4.x)

                                                  • HTC One Max (Android OS 4.4.x)

                                                  • Sony Xperia M2 (Android OS 4.3)

                                                  • Sony Xperia Z1 (Android OS 4.2 to Android OS 4.4 x)

                                                  • Sony Xperia ZR/A (Android OS 4.1.2 to Android OS 4.4 x)

                                                  • Sony Xperia Z2 (Android OS 4.4.x)

                                                  • Sony Xperia Z2 tablet (Android OS 4.4.x)

                                                  • Sony Xperia Z3 (Android OS 4.4.x)

                                                Application Failure

                                                If Cisco Jabber for Android fails, we recommend that you clear the application data and force-stop the application before restarting.

                                                Procedure
                                                  Step 1   Open the Android Settings application.
                                                  Step 2   Depending on your operating system, tap either Apps or Application manager.
                                                  Step 3   Tap Cisco Jabber.
                                                  Step 4   Tap Clear data.
                                                  Step 5   Tap Force stop.

                                                  Connection Issues

                                                  Lost Connection

                                                  Problem    My device lost connection to the corporate servers and cannot automatically reconnect.
                                                  Solution    Check whether you signed in to more than one Cisco Jabber for Android application using the same device ID. You can register a device ID to only one Cisco Jabber for Android application at a time. To resolve this issue, sign out of the other application that uses this device ID.

                                                  Phone Services Does Not Automatically Connect

                                                  Problem    My phone services did not automatically connect after I signed in to Cisco Jabber for Android.

                                                  Solution    If you sign in to Cisco Jabber for Android on one device, and then you sign in to Cisco Jabber for Android on another device, phone services does not automatically connect. To work around this issue, you can manually sign in to phone services as follows:

                                                  1. Open the navigation drawer.

                                                  2. Tap Phone Services and verify your credentials.

                                                  3. Tap Save.

                                                  Contact Issues

                                                  Cannot See Contact Photos

                                                  Problem    I cannot see photos for my Cisco Jabber contacts.

                                                  Solution    Try the following:

                                                  1. Tap Settings > Display. and check that the Show Contact Photo switch is turned on. If not, tap the switch to turn it on.
                                                  2. Contact your system administrator to check that photos are enabled on your profile.

                                                  Call Issues

                                                  Cannot Send Calls to Mobile Network

                                                  Problem    I cannot send Cisco Jabber VoIP calls to my mobile voice network.

                                                  Solution    Check the following:

                                                  • Check that your signal strength is good.
                                                  • Check that you enabled the Show My Caller ID setting on your phone. From the Android Phone app, tap Menu > Call settings > Additional settings > Caller ID and check that the Caller ID switch is turned on.

                                                  Cannot Call

                                                  Problem    I cannot make Cisco Jabber calls using VPN over a Wi-Fi network.

                                                  Solution    Check whether the VPN client is supported. For information about supported VPN clients, see the Cisco Jabber for Android Release Notes.

                                                  Cannot Start Video Conferences

                                                  Problem    I cannot start a video conference call from within Cisco Jabber.

                                                  Solution    Contact your system administrator to check that your MCU settings are set up properly for your phone services account.

                                                  Dial via Office Call Issues

                                                  Problem    When I make Dial via Office (DvO) calls, the person I call receives a call from my voicemail system or a different number.

                                                  Solution    When you place a DvO call, the person you call can receive a call from your voicemail system or a different number in the following cases:

                                                  • Your mobile voice network connection is weak. To prevent this issue, check that you have a strong mobile voice network connection before you place a DvO call.
                                                  • You set up your DvO Callback Number with a phone number that is different than your mobile phone number. To prevent this issue, change your DvO Callback Number to your mobile phone number in the Cisco Jabber settings.
                                                  • You do not answer your callback in time and your device is set up with voicemail.

                                                  Cannot See Video on Calls

                                                  Problem    I cannot receive video when on a Cisco Jabber video call using VPN over a Wi-Fi network.

                                                  Solution    Check that the VPN client is supported.

                                                  Problem    Cisco Jabber went into the background during a video call. When I returned to the call I could not see video.

                                                  Solution    If Cisco Jabber goes into the background during a video call, the call continues without video. To send your video again, tap the Video button in the control bar.

                                                  Cannot See Calling Options

                                                  Problem    I cannot see the calling options in the Cisco Jabber Settings menu.

                                                  Solution    Your administrator must enable the Dial via Office feature before you can see the calling options in your Settings menu. For more information, contact your administrator.

                                                  Call Feature Issues

                                                  Problem    My calling features are not working properly.

                                                  Solution    You may see issues with Cisco Jabber for Android calling features if you set the native phone application to launch by default.

                                                  To avoid these issues, follow these steps:
                                                  1. From your Android home screen, tap Settings.

                                                  2. Tap either Apps.

                                                  3. Swipe to the left to list all installed apps.

                                                  4. Scroll down and tap the Phone app icon.

                                                  5. Ensure the Launch by Default option is set to off.

                                                  Cannot Make Cisco Jabber Calls from the Android Phone App

                                                  Problem    The native Android Phone application no longer shows me the popup window that allows me to select Cisco Jabber.

                                                  Solution    Due to a limitation with Android OS 4.1.2 and later on some devices, you may experience issues if you perform the following steps:

                                                  1. Make a call from the native Android phone application.

                                                  2. Select Jabber (or another voice application) from the popup window.

                                                  3. Select Always to indicate that you always want to use Cisco Jabber (or another voice application) to make calls.

                                                  After you complete these steps, the native Android phone application no longer shows you the popup window that allows you to select another voice application. Instead, you can only make calls through the native Android phone application. There is no workaround for this issue.

                                                  Poor or Dropped Audio

                                                  Problem    Poor audio quality, sudden silence, or dropped audio.

                                                  Solution    Check the following:

                                                  • Weak wireless signal — Check the bars on your Android device to verify that you have a strong Wi-Fi connection. If your signal is weak, consider moving the call to the mobile network. While on a call, tap and then tap Move to Mobile. Tap OK, and then tap Answer.
                                                  • Bluetooth and Wi-Fi interference — Even on well-designed Wi-Fi networks, you can experience interference from other devices (including your Bluetooth headset), which can cause dropped calls or poor audio quality on Cisco Jabber. Turn off the Bluetooth headset to see if that resolves the issue.
                                                  • Handoff between Wi-Fi access points — As you move around your workplace, your Wi-Fi connection may transfer between different Wi-Fi access points. If you are on a call during one of these transitions, you might hear a few seconds of garbled audio or silence. This problem resolves itself after the handoff is completed.
                                                  • Lost connection to Phone Services — Common causes include network problems or servers that are down temporarily. Contact your system administrator if this issue persists.
                                                  • Low-bandwidth networks — If you call over a low-bandwidth wireless network, optimize your connection for low-bandwidth networks and try again. In Cisco Jabber, tap Settings > Audio and Video. Tap the Low-Bandwidth Mode switch to turn it on.
                                                  • Headsets — Using headsets that were not included with your device can cause audio issues such as low audio or one-way audio.

                                                  One Way Audio

                                                  Problem    When I make Cisco Jabber calls using VPN over a Wi-Fi network, the call audio is only one way.

                                                  Solution    Check the following:

                                                  • Check that the VPN client is supported — For information about supported VPN clients, see the Cisco Jabber for Android Release Notes.

                                                  • Check your headset — Using headsets that were not included with your device can cause audio issues such as low audio or one-way audio.

                                                  Cannot Hear Audio on Headsets

                                                  Problem    While on a call using a headset, I cannot hear the caller even after turning up the volume on the headset.

                                                  Solution    The headset volume is independent of the volume control in Cisco Jabber. You need to increase the volume setting in Cisco Jabber.

                                                  To do this, use the device volume buttons to adjust the volume settings while Cisco Jabber is open and the headset is plugged in.

                                                  Background Music Does Not Pause or Resume

                                                  Problem    Music does not pause or resume when you play music in the background using a third-party application, and then you make or receive a Cisco Jabber for Android video call.

                                                  Solution    To work around this issue, you can open the third-party application to pause or resume the music.

                                                  Cannot See Notifications

                                                  Problem    I cannot see notifications for missed Cisco Jabber calls.

                                                  Solution    Follow these steps to check your notification settings:

                                                  1. On the Android home screen, tap Settings.
                                                  2. Tap either Apps.
                                                  3. Tap Cisco Jabber.
                                                  4. Verify that the Show notifications check box is checked.

                                                  Cannot See Held Calls when Using Shared Line

                                                  Problem    When I place a call from my shared line to a video application and then place the call on hold using my Cisco Jabber desktop application, I cannot see the held call on Cisco Jabber for Android.

                                                  Solution    Cisco Jabber for Android does not support the hold feature when using a shared line to make a call to a video application. To work around this issue, you must resume the call using your Cisco Jabber desktop application (such as Cisco Jabber for Windows or Cisco Jabber for Mac).

                                                  Voicemail Issues

                                                  Voicemail Credentials Issues

                                                  Problem    I cannot access voice messages because of an incorrect username or password error.

                                                  Solution    To resolve this issue, perform the following steps:

                                                  1. Open the voicemail account screen.

                                                    To open the voicemail account screen, tap the voicemail account on the navigation drawer or tap the link in the associated error message.

                                                  2. Re-enter your username or password.

                                                  3. Tap Apply.

                                                  Cannot View Some Voice Messages

                                                  Problem    I cannot see some visual voice messages when I'm not connected to the corporate network.

                                                  Solution    Cisco Jabber must be connected to your corporate network to update your voice messages and to play secure voice messages. You can listen to your saved voice messages even if you are not connected to your corporate network.

                                                  Battery Issues

                                                  Battery Drains Too Quickly

                                                  Problem    The battery for my device drains faster when I use Cisco Jabber.

                                                  Solution    To reduce battery drain, check the following.

                                                  • Detailed Logging — Enable this option only if you are collecting troubleshooting details to resolve problems using Cisco Jabber. To disable:
                                                    1. Tap Settings > Problem Reporting.

                                                    2. Tap the Detailed Logging switch to turn it off.

                                                  • A weak 3G or Wi-Fi connection can affect the battery life. Move to a location with a stronger network signal.

                                                  Bluetooth Issues

                                                  Bluetooth and Wi-Fi Interference

                                                  Problem    When I use my Bluetooth audio device, I hear poor audio quality, sudden silence, or dropped audio.

                                                  Solution    Even on well-designed Wi-Fi networks, you can experience interference from other devices (including your Bluetooth audio device), which can cause dropped calls or poor audio quality on Cisco Jabber. Turn off the Bluetooth audio device to see if that resolves the issue.

                                                  Cannot Answer or End Calls with Bluetooth Audio Device

                                                  Problem    I cannot use my Bluetooth audio device to answer or end Cisco Jabber for Android calls.

                                                  Solution    Cisco Jabber for Android does not support answering or ending calls with the Talk button on a Bluetooth audio device. To work around this issue, answer and end your Cisco Jabber for Android calls using the Cisco Jabber user interface.

                                                  Cannot Hear Incoming Call Ringtone on Bluetooth Audio Device

                                                  Problem    When I get an incoming Cisco Jabber for Android call, I cannot hear the ringtone on my Bluetooth audio device.

                                                  Solution    This problem can occur if you use a Bluetooth audio device with an operating system that is earlier than Android OS 4.2.2, and you change audio devices. Switching between a Bluetooth audio device and other audio devices such as the device speaker, earphones, or a headset is supported only on Android OS 4.2.2 and above. Incoming call ringtone cannot be played to both the device speaker and a Bluetooth audio device. To resolve this issue, upgrade to the latest Android OS.

                                                  Cannot Switch Between Audio Devices when Device Rings

                                                  Problem    When I hear the ringtone for an incoming call, I cannot change between another audio device and my Bluetooth audio device.

                                                  Solution    Due to a limitation with the Android OS, you cannot change between another audio device and your Bluetooth audio device when the ringtone plays. To work around this issue, switch your audio device after you answer the incoming call.

                                                  VPN Issues

                                                  Call Issues

                                                  Problem    I am unable to place a call using VPN over a Wi-Fi network.

                                                  Solution    Check whether you are using a supported VPN client. For information about supported VPN clients, see the Cisco Jabber for Android Release Notes.

                                                  Dropped Call Issues

                                                  Problem    When I place a call using VPN over a Wi-Fi network, the call drops after several seconds.

                                                  Solution    Check whether you are using a supported VPN client. For information about supported VPN clients, see the Cisco Jabber for Android Release Notes.

                                                  Receiving Video Issues

                                                  Problem    When I receive a video call using VPN over a Wi-Fi network, the video is not received.

                                                  Solution    Check whether you are using a supported VPN client. For information about supported VPN clients, see the Cisco Jabber for Android Release Notes.

                                                  Audio Issues

                                                  Problem    When I place a call using VPN over a Wi-Fi network, the call audio is one way.

                                                  Solution    Check whether you are using a supported VPN client. For information about supported VPN clients, see the Cisco Jabber for Android Release Notes.

                                                   

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