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Frequently Asked Questions
FAQs
Q.
What is Cisco Mobile 8.1?
A.
Cisco Mobile 8.1 is an iPhone application that enables you to handle your work calls using the Internet instead of your mobile service provider.
You need a Wi-Fi connection to your office network to use Cisco Mobile. When you are in the office, you probably connect to the office Wi-Fi network directly. When you are away from the office, you can use any Wi-Fi connection, but you also must have a VPN connection to your office network. You must configure this VPN connection prior to using Cisco Mobile. Contact your system administrator if you need assistance.
For more information about Cisco Mobile, read these FAQs.
Basics
Q.
What features does Cisco Mobile provide?
Q.
What do the buttons at the bottom of the screen do?
Q.
I don't see all of these features in Cisco Mobile. How do I access them?
A.
Contact your system administrator. Many features must be configured by the administrator before they are available to you.
Q.
What do the icons in the status bar mean?
A.
The icons indicate your connection status. Tap the icon to view details about the connection status.
Icon Description
You are connected and all (administrator activated) Cisco Mobile features are available.
All Cisco Mobile features are unavailable. Tap the icon to view details. Contact your system administrator for additional assistance.
Your voicemail and corporate directory search features are available, but your Internet calling features are not. Tap the icon to view details about which calling features are unavailable. Contact your system administrator for additional assistance.
Your Internet calling features are available, but there was an error establishing a connection with either your voicemail or corporate directory. Tap the icon to view details about which features are unavailable. Contact your system administrator for additional assistance.
Your Internet calling features are not available, and there was an error establishing a connection with either your voicemail or corporate directory. Tap the icon to view details about which features are unavailable. Contact your system administrator for additional assistance.
Your Internet calling features are available, but your voicemail and corporate directory features are not. Tap the icon to view details about which calling features are unavailable. Contact your system administrator for additional assistance.
Q.
How do I view details about features that are not connecting properly?
A.
Do one of the following to view the connection status:
The connection status displays one of the following status messages for desk phone integration, directory, internet calling, and voicemail, if they have been configured:
Connected—feature is configured and connected properly.
Connecting—feature is currently making a connection attempt.
Disconnected—feature is configured but is not currently connected. You might not be properly connected to the network or the server might be down.
Error—feature is not currently configured or connected. You might have entered an incorrect password.
Unknown—feature status is unknown. Contact your system administrator to verify your account settings.
Q.
Can I use a wired headset with Cisco Mobile?
A.
TipIf you connect or disconnect a headset during a call while running in the background, your call might be automatically put on hold. Just tap Resume to continue the call.
Q.
Can I use a Bluetooth headset with Cisco Mobile?
A.
If you are using an iPhone 3GS or 4, you can use a Bluetooth headset with Cisco Mobile. The iPod touch and the iPad do not support the hands-free Bluetooth profile, which is required for Cisco Mobile.
Additionally, we recommend that you use Bluetooth headsets only when using Cisco Mobile on an enterprise-class, voice-ready Wi-Fi network, away from interference of other Bluetooth devices, microwaves, cordless phones, and so on.
Enable Bluetooth for Cisco Mobile by tapping Settings and turning Bluetooth ON.
Pair the Bluetooth device with your iPhone.
Make the call. It might take up to 3-6 seconds for the Bluetooth audio to fully connect.
While in a call, you can toggle amongst the Bluetooth device, speakerphone, or iPhone. In Voicemail, you can toggle between the Bluetooth device and speakerphone.
NoteYou cannot use the Bluetooth headset buttons with Cisco Mobile.
Q.
While on a call using a headset, why can't I hear the caller even though I have turned up the volume on the headset?
A.
The headset volume is independent of the volume control in Cisco Mobile. You need to increase the volume setting in Cisco Mobile. To do this, use the iPhone volume buttons to adjust the volume settings while Cisco Mobile is open and the headset is plugged in.
Q.
My iPhone battery seems to be draining much faster while using Cisco Mobile. What could be causing this?
A.
Similar to other iPhone applications, just running and using Cisco Mobile and uses battery power. However, several settings in Cisco Mobile can further contribute to a decline in battery power while it is idle. Check the following:
Account Settings
Q.
I'm signing on for the first time, where do I find my account settings information?
A.
Check your email. Your system administrator should have sent you an email that contains the details for setting up Cisco Mobile the first time you use it. Typically, your system administrator will have you set using one of these methods:
Click a link included in the email message—Install Cisco Mobile on your iPhone before clicking the link. Then, using your iPhone Mail application, click on the link included in the email. This automatically launches the Cisco Mobile app on your iPhone. Follow the instructions provided by your system administrator to respond to the prompts to configure your accounts.
Open Cisco Mobile directly—When you open Cisco Mobile for the first time, it automatically prompts you to begin entering your account settings. Follow the instructions provided by your system administrator to configure your accounts. If you need to add or change any settings, enter them exactly as indicated by your system administrator, including capitalization and spacing.
Q.
I've tried to click the link I received in my email to configure Cisco Mobile, but it's not working. What can I do?
A.
Q.
How do I access the Settings?
A.
Q.
How do I enter my account settings manually?
A.
Depending on your configuration, you might not be able to change any settings after you configure them. In that case, you must delete the account first. If some of your accounts were not configured initially, you can enter their settings, if allowed by your system administrator. However, be sure to only enter settings as instructed by your system administrator.
Obtain your account settings from your system administrator.
Tap Settings.
Select one of the Accounts and enter the information:
TipIf you are changing any values after deleting an account, some values might automatically update based on your previous settings. Verify that the values match your current account settings before saving.
Q.
How do I delete an account?
A.
Calls
Calling Features
Q.
What calling features does Cisco Mobile support?
A.
Cisco Mobile supports the following calling features, which you might already be familiar with from using your Cisco Unified IP Phone:
Conference—allows you to talk simultaneously with multiple callers.
Transfer—allows you to redirect a connected call from your phone to another number.
Hold—allows you to put an active call into a held state.
Call park—allows you to use your phone to park (temporarily store) a call, which you can then retrieve from another phone.
Shared line (limited)—allows you to use one phone number for multiple phones.
Two calls—supports two simultaneous calls at a time, swapping between them.
Q.
How many calls does Cisco Mobile support at the same time?
A.
Cisco Mobile acts like a two-line phone. If you are already connected to a call, you can receive or make another one. Only one call is active at a time; the other is automatically placed on hold.
Q.
How do I make a call?
A.
Before you make a call, make sure your iPhone is connected to your company’s wireless network.
Q.
How do I answer a call?
A.
You can receive incoming calls using Cisco Mobile if it is running on your iPhone, either in the background or foreground. Incoming Cisco Mobile calls use a unique Cisco ringtone, allowing you to distinguish them from other incoming calls.
Tap Answer. When you answer the call, Cisco Mobile automatically moves to the foreground, sending other applications to the background. If you are already on a call when you receive a new incoming call, you can just ignore the new call or accept it. If you accept it, you can choose to hold or end your first call. If your phone is locked when you get an incoming Cisco Mobile call, just unlock your phone to answer the call.
Q.
How do I silence the ringer for an incoming Cisco Mobile call?
A.
If Cisco Mobile is running in the background, press the volume button down to silence the ringer and stop the vibrating. If Cisco Mobile is running in the foreground, tap Ignore. When you ignore an incoming Cisco Mobile call, you are just silencing the call from ringing on your iPhone. The call continues to ring on your desk phone until it transfers to voicemail, the caller hangs up, or you answer the call.
Q.
While in a call, what do the buttons at the top of the screen do?
A.
Q.
How do I make a second call?
A.
Q.
How do I make a conference call?
A.
To start a conference call, you must first have two calls connected to Cisco Mobile.
Q.
How can I view a list of the people I have added to a conference call?
A.
To view a list of conference participants, tap
at the top of the screen.
Q.
Why am I unable to start a conference call?
A.
Verify that the Low Bandwidth Mode is disabled:
Q.
How do I transfer a call?
A.
While on a call, tap Show Actions.
Tap Transfer.
Make the new call and tap Complete Transfer, either before or after the call is answered.
After completing the transfer, you are automatically disconnected from the original calls.
Q.
How do I park a call?
A.
While on a call, tap Show Actions.
Tap Park to place the current call on hold. Note the number on your screen. This is where your call is parked.
Tap OK to retrieve the call from any other phone in your office.
Or, tap Retrieve Call to continue the call on Cisco Mobile.
If you do not retrieve the call within about a minute, the call rings back to you:
If you do not retrieve the call, it typically transfers to your voicemail.
Call Handling
Q.
How can I keep Cisco Mobile open so I can use it to answer incoming work calls?
A.
Cisco Mobile 8.1 supports multitasking. So, you can receive your incoming work calls while it's running in the background.
Also, if you close Cisco Mobile while on a work call, your call continues while Cisco Mobile is running in the background. The status bar at the top of the phone screen displays a red bar with the Cisco Mobile label. Tap this bar to return to Cisco Mobile.
Q.
What should I do if my iPhone rings while I’m already on a call using Cisco Mobile?
A.
We recommend that you decline the call. When you receive an incoming call on your iPhone, the iPhone automatically disables the microphone for all other applications. As soon as the incoming call rings, your microphone is disabled in Cisco Mobile. When you decline the incoming call, your current caller can hear you again. Because the iPhone Phone app automatically takes control of the microphone, you do not have time to inform your current caller that you need to take another call.
If you accept the new call, your Cisco Mobile call is automatically placed on hold, and you cannot return to it until you end the iPhone call.
TipIf your company enforces the use of the Auto-Lock feature on your iPhone, which automatically locks your screen after a specified time, your Cisco Mobile call will be placed on hold when you drag the slider to answer the call.
To prevent this confusion, you can disable the Auto-Lock feature for Cisco Mobile calls in the foreground.
Tap and turn Disable Auto-Lock ON.
Q.
Why are my work calls ringing to my iPhone phone number?
A.
When Cisco Mobile is running in the background and has full connectivity and reachability, your work calls should ring in through Cisco Mobile. If Cisco Mobile is not running or if it has lost connectivity, Cisco Mobile Connect passes your work calls to your iPhone phone number. You can disable this setting using the Cisco Unified CM User Options web pages.
Obtain the User Options URL, user ID, and default password from your system administrator.
Open a web browser on your computer and enter the URL.
Enter your Username and Password and select Login.
Select .
Select Find to find all devices associated with your work number.
Select the device associated with your iPhone phone number.
Deselect the Enable Mobile Connect option. Alternatively, you can keep Mobile Connect enabled and just adjust the schedule and settings.
Select Save.
Q.
If I ignore an incoming Cisco Mobile call does it automatically go to my voicemail?
A.
No, when you ignore an incoming Cisco Mobile call, you are just silencing the call from ringing on your iPhone. The call continues to ring on your desk phone until it transfers to voicemail, the caller hangs up, or you answer the call.
Q.
Can I change the ringtone used for Cisco Mobile calls?
A.
No, all incoming calls use the same unique Cisco ringtone, which is not customizable.
Q.
Why does the audio disappear on my call when I get an incoming call on my iPhone?
A.
When you receive an incoming call on your iPhone, the iPhone automatically disables the microphone for all other applications. As soon as the incoming call rings, your microphone is disabled in Cisco Mobile. When you decline the incoming call, your current caller can hear you again.
If your company enforces the use of the Auto-Lock feature on your iPhone, which automatically locks your screen after a specified time, you will not be able to decline the call. If you drag the slider to answer the call, your Cisco Mobile call drops.
To prevent this confusion, you can disable the Auto-Lock feature during Cisco Mobile calls. Tap and turn Disable Auto-Lock ON.
Contacts and Directory Search
Q.
What contacts are shown?
A.
Cisco Mobile's Contacts displays the same list as those stored in the iPhone Contacts. You can synchronize contacts with Microsoft Exchange, MobileMe, or an individual computer. You can search your office directory from Contacts, and you can add the results of the search to your iPhone Contacts.
Q.
Why don't the pictures of my corporate directory contacts appear?
A.
Cisco Mobile does not currently support downloading images from corporate directory search results. All images shown are from the iPhone's local directory. If you are syncing the iPhone directory with a Microsoft Outlook or Address Book directory (from your Mac), any images associated with those contacts will be added and synchronized with the iPhone.
You should also verify that you have enabled Cisco Mobile to display any associated images. Tap and turn Contact Pictures ON.
Q.
Why doesn’t the custom ringtone I have assigned to my contacts ring when they call me?
A.
Although Cisco Mobile uses the same Contacts list as your iPhone, it does not support custom ringtones.
Q.
How do I add someone to my Cisco Mobile Favorites?
A.
You can add any contact to your Favorites.
Open Cisco Mobile and tap Contacts.
Choose a contact.
Tap Add to Favorites and choose the number you want to add.
TipYou can also add a contact to Favorites from Recents and Voicemail. Tap Recents or Voicemail, tap the arrow next to a caller, and then tap Add to Favorites.
Q.
Why are my Cisco Mobile Favorites different than those in my iPhone applications?
A.
With the Cisco Mobile application on your iPhone, you can store contacts to two Favorites lists, which are entirely separate from each other. Your Cisco Mobile Favorites contains your frequently called business associates, while the Favorites you see on the native iPhone application are those stored by the iPhone itself.
Q.
Why are my Favorites empty?
A.
If you remove the Cisco Mobile application from your iPhone, your Favorites will be removed. If you upgrade Cisco Mobile (without first removing Cisco Mobile) your Favorites are preserved.
Q.
How do I search my corporate directory?
A.
To search your office directory:
Q.
Why didn't the directory search show the person I was looking for?
A.
The directory search results are limited to 25 items. If your search is too broad, your target might not be included in those 25. Narrow your search by including more characters in your entry.
Q.
What is Voice Dialing? How do I use it?
A.
Voice dialing is a feature of your corporate directory and voicemail system that is integrated with Cisco Mobile.
If your company offers voice dialing, you can place a call to a co-worker by saying the person's name or extension. For example, when you say “Call Harriet Smith,” the system finds the extension for Harriet in the corporate directory and places the call.
To use voice dialing, bring Cisco Mobile to the foreground and lift the iPhone to your ear.
Cisco Mobile automatically dials the voice dialing access number and connects you. When prompted, tell the system to “Call <name>” or “Call <number>.” Voice dialing only works with contacts in your corporate directory.
If you experience difficulty accessing voice dialing, verify that the setting is enabled.
Voicemail
Q.
What do the different icons next to the voicemail messages indicate?
A.
Q.
What’s the difference between my Cisco Mobile voicemail and my iPhone voicemail?
A.
With the Cisco Mobile application on your iPhone, you now have access to two voicemail systems, which are entirely separate from each other. When your friends call your personal iPhone number, they can leave you messages on your iPhone. You use the iPhone application to listen to these messages.
However, when your work colleagues call your work number, they can leave you messages on your office voicemail system. You can then use Cisco Mobile to listen to these messages on your iPhone.
Q.
Can I play a voice message that hasn’t been fully downloaded?
A.
The progress bar under the name or number of a sender indicates the voice message download status. If a voice message has a dotted outline for its progress bar, it has not started downloading. To queue and start the download, tap the voice message. The message will start to play as soon as enough data downloads.
Q.
How do I know if I have a voice message?
A.
When you receive a new voice message, the application badge counter automatically displays the combined total of missed calls and voice messages. When you open Cisco Mobile, the number of voice messages displays on the Voicemail tab. Tap the Voicemail tab to see the new messages, which are indicated with a blue dot.
Q.
Can I listen to my voicemail messages even if I’m not connected to my office Wi-Fi network?
A.
Cisco Mobile must be connected to your office Wi-Fi network in order to update your voicemail messages and to play secure voicemail messages. You can listen to your other saved voicemail messages even if you are not connected to your office network.
Q.
Why are some of my voicemail messages downloaded every time I use Cisco Mobile?
A.
Voicemail messages indicated as “secure” are not saved to your iPhone, so they need to be downloaded each time.
Q.
I cannot get my voicemail working. I keep getting an error that states: "Incorrect username or password." I am sure I am entering the correct password.
A.
Contact your system administrators for assistance. They might need to verify the settings on the server or reset your password for you.
Recents
Q.
How do I know if I've missed any calls?
A.
The application badge counter automatically displays the combined total of missed calls and voice messages. When you open Cisco Mobile, the number of missed calls displays on the Recents tab.
TapRecents
to see the missed calls.
Q.
What do the different icons next to the entries indicate?
A.
Q.
Why do I have different calls in the Recents lists in Cisco Mobile and the iPhone Phone application?
A.
With the Cisco Mobile application on your iPhone, you now have access to several Recents lists:
Q.
How do I change how long calls remain in the Recents list?
A.
Tap . Select a value from 1-30 days.
Q.
Why do older calls still appear in my Recents list?
A.
When you change the expiration period, the updated setting only applies to your call history after you made the change. Previous calls expire in accordance with the original expiration setting.
You can also tap Clear to delete all call history records.
Wi-Fi Connectivity
Q.
What is the difference between the mobile network and the Wi-Fi network?
A.
The mobile network refers to your mobile service provider, such as AT&T. Phone calls that you make using your iPhone’s phone application use this network. You can optionally enable Wi-Fi connectivity on your iPhone (which requires access to a Wi-Fi network). Cisco Mobile places calls using the Wi-Fi network.
Q.
If my iPhone normally uses the mobile network to make calls, how does Cisco Mobile use the Wi-Fi network instead?
A.
Cisco Mobile integrates and connects to other Cisco products on your corporate network to allow you to make calls. Cisco Mobile connects directly to your corporate Wi-Fi network while you are on site or connects over VPN if you are connected to another Wi-Fi network. However, other Wi-Fi networks might not permit direct access to your company’s servers.
Q.
How do I use Cisco Mobile when I’m not physically on site at my office?
A.
You need a Wi-Fi connection to your office network to use Cisco Mobile. When you are in the office, you probably connect to the office Wi-Fi network directly. When you are away from the office, you can use any Wi-Fi connection, but you also must have a VPN connection to your office network. You must configure this VPN connection prior to using Cisco Mobile. Contact your system administrator if you need assistance.
Q.
I’m connected to the Wi-Fi network, but I cannot get Cisco Mobile to work. What could be wrong?
A.
Cisco Mobile requires that you are connected to your company’s Wi-Fi network. You can typically accomplish this by connecting to it directly while on site or by using a VPN connection. You must establish your VPN connection using your iPhone before attempting to use Cisco Mobile. If you are unsure how to do this, contact your system administrator for assistance.
To test whether you are successfully connecting to your company's network, open the Safari browser on your iPhone and attempt to connect to an internal web site.
Q.
Can I connect to Cisco Mobile over the 3G network?
A.
Connectivity over the 3G network is disabled by default, but you can allow Cisco Mobile to connect using the 3G network. However, because voice quality over 3G varies depending on the quality of your 3G network connection, Cisco will not provide support to troubleshoot 3G connectivity issues. If you experience difficulties with 3G connectivity, turn this setting OFF.
Q.
If I’m about to leave the location with my Internet access, can I move my call to my mobile service provider?
A.
Yes, but, doing so also moves the call from Cisco Mobile to the iPhone Phone app. To use this feature with your iPod touch or iPad, your call will transfer to your mobile number associated with your account. First, make sure your mobile network signal is strong enough to receive calls.
Q.
I cannot transfer my Cisco Mobile call to the mobile network. My signal strength is good so what could be wrong?
A.
Verify that you have this setting enabled on your iPhone: From you iPhone's home screen, tap and verify that it is turned ON.
Desk Phone Integration
Q.
If I'm on a call using my desk phone, can I move the call to my iPhone?
A.
Yes, and you have a couple of options to choose how to do this:
On your desk phone, press the Mobility softkey. If Cisco Mobile is running on your iPhone, you'll receive an incoming call to Cisco Mobile. If Cisco Mobile is not running, you'll receive an incoming call to your iPhone number. In either scenario, just answer the call to complete the transfer from your desk phone.
- Every time you open Cisco Mobile on your iPhone, it automatically detects active calls on your desk phone.
Tap Yes to move the call from your desk phone to your iPhone. This feature is only available when Cisco Mobile is running in the foreground.
Q.
When I opened Cisco Mobile, it didn’t detect that I was already on a call using my desk phone. Why not?
A.
Verify these settings:
Q.
Why does my desk phone ring when I receive an incoming call to Cisco Mobile?
A.
Cisco Mobile and your Cisco Unified IP Phone are both assigned to the same line or extension. When anyone calls that number, you can use either phone to answer the call.
When two phones share the same extension, this feature is typically referred to as shared lines, and it is a common feature in some offices. For example, an executive and an assistant might have a shared line on each of their desk phones. Each desk phone displays information about the status of the shared line, and you can hold and resume calls on the shared line using either desk phone.
Cisco Mobile works with your desk phone slightly differently than as a true shared line. When you are on a call using Cisco Mobile, the shared line button on your phone appears solid red to indicate that the line is in-use. This is typical with a shared line. However, if you are on an active call on your desk phone, Cisco Mobile does not display the same type of status information.
If you place a call on hold using Cisco Mobile, you can resume it using your desk phone. If you put a call on hold using the desk phone, Cisco Mobile detects the call.
Q.
When I am on a call using Cisco Mobile on my iPhone, why does the line on my desk phone show that it’s in use?
A.
Both Cisco Mobile and your Cisco Unified IP Phone are assigned to the same phone extension, similar to a shared line. When you are on a call using Cisco Mobile, the corresponding line on your desk phone indicates that the line is in use.
Unlike a true shared line, you do not have the same visual indication using Cisco Mobile. If you are on a call using your desk phone, Cisco Mobile does not display any indication that the line is currently in use.
However, if you put a call on hold using the desk phone, Cisco Mobile detects the call.
Q.
Can I move a call from my iPhone to my desk phone?
A.
Yes, while on a call using Cisco Mobile, put the call on hold. On your desk phone, the corresponding line button flashes, indicating that a call is on hold. Press the Resume softkey on your desk phone to connect to the call.
Q.
If I ignore an incoming Cisco Mobile call, why does the call continue to ring on my desk phone?
A.
When you ignore an incoming call using Cisco Mobile, you are just silencing the call from ringing on your iPhone. The call continues to ring on your desk phone until you answer the call, divert the call to voicemail, the caller hangs up, or it it automatically transfers to voicemail.
Feedback and Troubleshooting
Q.
I cannot get Cisco Mobile set up, and my system administrator needs me to send a problem report. How can I do this if I can't get the app working?
A.
If you do not yet have Cisco Mobile up-and-running, you can still send a problem report. Tap .
Q.
My system administrator requested that I email a problem report. How do I do that?
A.
TipIf your can reproduce your problem, enable detailed logging by tapping and reproduce your issue before sending the problem report.
Q.
How do I view the call statistics while I'm on a call?
A.
Choose one of these methods:
Q.
Sometimes when I am on a call, the callers mention that they cannot hear me very well. What could be causing this?
A.
You might be using Cisco Mobile over a low-bandwidth wireless network. When callers report that they cannot hear you well, you can optimize your connection for low-bandwidth networks:
NoteIf you do not see this option, contact your system administrator for assistance.
Q.
What is causing the poor audio quality, sudden silence, or dropped calls?
A.
Check the following:
Weak wireless signal—Check the bars on your iPhone 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 .
3G network connectivity—If you are using Cisco Mobile over the 3G network, your connectivity and call quality can vary considerably. If the issues persist, disable 3G connectivity. Tap , and turn it OFF.
Bluetooth and Wi-Fi interference—Even on the best designed Wi-Fi network, you can experience interference from other devices (including your Bluetooth headset) which can cause dropped calls or poor audio quality on Cisco Mobile. 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 might be transferred between different Wi-Fi access points. If you are in a call during one of these transitions, you might hear a few seconds of garbled audio or silence. This resolves itself once the handoff completes.
Lost connection to the Cisco Unified Communications Server—You might be experiencing network problems or the servers might have gone down temporarily. Contact your system administrator if this issue persists.
Q.
Why does this message display: "Cisco Mobile 8.1 is no longer running. Please launch the application if you would like to receive calls."?
A.
This is an informational message to notify you that Cisco Mobile is no longer running in the background. Cisco Mobile might stop running for a variety of reasons, including low memory on the device or removal from the multitasking tray. When you see this message, you can ignore it or open Cisco Mobile again to receive your incoming calls.
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