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Contents
Frequently Asked Questions
FAQs
Q.
What is Cisco Jabber 9.0 for iPhone?
A.
Cisco Jabber 9.0 is an application for iPhone, iPod Touch, and iPad, obtained from the App Store. Cisco Jabber lets you manage your work calls using the Internet instead of your mobile service provider.
When you are in the office, you 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 use a VPN connection to your office network. You must set up this VPN connection before you use Cisco Jabber. Contact your system administrator if you need assistance.
For more information about Cisco Jabber, read these FAQs.
NoteThe features described in these FAQs depend on the Cisco Jabber setup. Your organization may not support all of the features discussed in this document. Contact your system administrator for more information.
NoteThe voice quality of calls varies depending on the Wi-Fi or mobile data network connection. Cisco Technical Assistance Center (TAC) cannot troubleshoot voice quality when you use mobile data networks or noncorporate Wi-Fi networks to connect Cisco Jabber with Cisco AnyConnect Secure Mobility Client.
Basics
Q.
What features does Cisco Jabber provide?
Q.
How do I set up Cisco Jabber for the first time?
Q.
What do the icons at the bottom of the screen do?
A.
Icon Description
Favorites—Add frequently called work contacts to your Cisco Jabber Favorites.
Recents—View your call history for calls that you placed, received, and missed using Cisco Jabber.
Contacts—Access your iOS device Contacts and search your corporate directory.
Keypad—Dial numbers directly.
Voicemail—View and listen to your work voice messages.
Q.
I just upgraded to iOS 5. What do I need to do to ensure that Cisco Jabber functions properly?
A.
iOS 5 changes the way users see incoming calls and notifications in Cisco Jabber. Follow these steps to enable notifications:
- Tap the native iOS device Settings icon.
- Tap Notifications.
- Tap Cisco Jabber.
- Tap Alerts.
- To see a count of missed calls or voice messages on the Cisco Jabber icon, turn on Badge App Icon.
- To hear Cisco Jabber ring while in the background, turn on Sounds.
- To hear Cisco Jabber ring or to see alerts while the phone is locked, turn on View in Lock Screen.
Q.
I don’t see all of these features in Cisco Jabber. How do I access them?
A.
Contact your system administrator. Many features must be set up 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 Jabber features are available.
Your Internet Calling features are available, but there is an error establishing a connection with either your voicemail or your corporate directory. Tap the icon to view details about which features are unavailable. Contact your system administrator for additional assistance.
Cisco Jabber cannot establish a connection with the Internet Calling service.
Internet Calling is disabled because your device is connected over your mobile data network. If you want to use Internet Calling over your mobile data network, tap the Settings icon,
, and turn on Allow under Mobile Data Network Connections.
Note The voice quality of calls varies depending on the Wi-Fi or mobile data network connection. Cisco Technical Assistance Center (TAC) cannot troubleshoot connectivity or voice quality when you use mobile data networks or noncorporate Wi-Fi networks to connect Cisco Jabber with Cisco AnyConnect Secure Mobility Client.
NoteiOS does not automatically launch Cisco Jabber when you restart your iOS device. Launch Cisco Jabber at startup to receive and place calls.
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 are set up:
- Connected—Feature is set up and connected properly.
- Connecting—Feature is currently making a connection attempt.
- Disconnected—Feature is set up 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 set up or connected. You might have entered an incorrect password.
- Unknown—Feature status is unknown. Contact your system administrator to verify your account settings.
Q.
How do I view details about the networks that my system administrator set up as corporate Wi-Fi networks?
A.
Tap .
On this screen, you can view a list of the networks that your administrator set up as corporate Wi-Fi networks.
If your administrator set up your system to use Cisco AnyConnect Secure Mobility Client with automatic VPN connection, Cisco Jabber does not attempt to automatically connect with VPN from the networks listed on the Preset Wi-Fi Networks screen.
Q.
Can I use a wired headset with Cisco Jabber?
A.
Yes, if you connect a supported wired headset to your iPhone, you can use it with all Cisco Jabber features.
Tip
If you connect or disconnect a headset during a call while Cisco Jabber is 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 Jabber?
A.
If you are using a supported iPhone device, you can use a Bluetooth headset with Cisco Jabber.
Additionally, we recommend that you use Bluetooth headsets only when using Cisco Jabber on an enterprise-class, voice-ready Wi-Fi network, away from interference from other devices, such as microwaves and cordless phones.
- Enable Bluetooth for Cisco Jabber by tapping Settings and turning Bluetooth on.
- Pair the Bluetooth device with your iPhone.
- Make the call. It can take up to 2 seconds for the Bluetooth audio to fully connect.
- While in a call or in Voicemail, you can toggle between the Bluetooth device, speakerphone, and iPhone.
Note
You cannot use the Bluetooth headset buttons with Cisco Jabber.
Q.
Why is the Audio Route button not displayed when my Bluetooth headset is connected?
A.
Another application on your iPhone changed the audio setting. Follow these steps to return the audio to your Bluetooth headset:
Q.
While on a call using a headset, why can’t I hear the caller even though I turned up the volume on the headset?
A.
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 iPhone volume buttons to adjust the volume settings while Cisco Jabber is open and the headset is plugged in.
Q.
My iOS device battery seems to be draining much faster while I am using Cisco Jabber. What could be causing this?
A.
Similar to other iOS applications, just running and using Cisco Jabber uses battery power. However, you can modify several settings in Cisco Jabber to improve battery power. Check the following:
Account Settings
Q.
How do I sign in?
A.
After you open Cisco Jabber, if a Sign In window appears, follow these steps to sign in:
Q.
How do I sign out?
A.
Q.
I’m signing in 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 Jabber the first time you use it. Perform this initial setup on your corporate Wi-Fi network.
Typically, you to set up the application using one of these methods:
- Click a link included in the email message—Install Cisco Jabber on your iOS device before clicking the link. Then, using your iOS Mail application, click the link included in the email. This automatically launches the Cisco Jabber app on your iOS device. Follow the instructions provided by your system administrator to respond to the prompts to set up your accounts.
- Open Cisco Jabber directly—When you open Cisco Jabber for the first time, it automatically prompts you to begin entering your account settings. Follow the instructions provided by your system administrator to set up 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 set up Cisco Jabber, but it’s not working. What can I do?
A.
Q.
How do I access the Settings?
A.
Tap the Settings icon,
Q.
How do I enter my account settings manually?
A.
Q.
How do I delete an account?
A.
- If your organization supports this feature, tap Settings.
- Select one of the accounts:
- Tap Delete Account and confirm that you want to delete it.
Tip
If you change any values after you delete an account, some values might automatically update based on your previous settings. Verify that the values match your current account settings before saving.
Calls
Calling Features
Q.
What calling features does Cisco Jabber support?
A.
Cisco Jabber supports the following calling features, which you might already be familiar with from using your Cisco Unified IP Phone:
NoteNot all features are supported during a Survivable Remote Site Telephony (SRST) network change.
- 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 on your desk phone and iOS device
- Two calls—Supports two simultaneous calls, and lets you toggle between them
- Desk phone integration—Allows you to move calls between your desk phone and your iOS device
- VoIP over mobile voice network—Allows you to use your mobile voice network for VoIP calls if you leave a Wi-Fi network
Q.
How many calls does Cisco Jabber support at the same time?
A.
Cisco Jabber 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 iOS device is connected to your company’s wireless network.
Q.
How do I answer a call?
A.
You can receive incoming calls using Cisco Jabber if it is running on your iOS device, either in the background or in the foreground. Incoming Cisco Jabber calls use a unique Cisco ringtone, allowing you to distinguish them from other incoming calls.
Tap Answer. When you answer the call, Cisco Jabber 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 Jabber call, just unlock your phone to answer the call.
Q.
How do I silence the ringer for an incoming Cisco Jabber call?
A.
If Cisco Jabber is running in the background, press the volume button down to silence the ringer and stop the vibrating. If Cisco Jabber is running in the foreground, tap Ignore. When you ignore an incoming Cisco Jabber call, you are just silencing the ring on your iOS device. 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 I’m in a call, what do the icons 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 Jabber.
NoteYour company’s Cisco Jabber setup may not allow call recipients to start conference calls.
Q.
How can I view a list of the people that I 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 call.
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.
- To retrieve the call from any other phone in your office, tap OK. Or, to continue the call on Cisco Jabber, tap Retrieve Call.
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 Jabber open so I can use it to answer incoming work calls?
A.
Cisco Jabber supports multitasking. You can receive your incoming work calls while Cisco Jabber runs in the background.
NoteCisco Jabber does not support multitasking on iPod Touch when connected through Cisco AnyConnect Secure Mobility Client. Callers can leave a voice message when Cisco Jabber is in the background on iPod Touch.
Also, if you close Cisco Jabber while on a work call, your call continues while Cisco Jabber is running in the background. The status bar at the top of the phone screen displays a red bar with the Cisco Jabber label. Tap this bar to return to Cisco Jabber.
Note
If you do not see this option, your system administrator might have disabled it. Contact your system administrator for assistance.
Q.
What should I do if my iPhone rings while I’m already on a call using Cisco Jabber?
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 Jabber. 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 Jabber call is automatically placed on hold, and you cannot return to it until you end the iPhone call.
If you are using Cisco Jabber and you receive an iPhone call while your phone is locked, press the On/Off Sleep/Wake button twice quickly to decline the call.
Tip
If your company enforces the use of the Auto-Lock feature on your iPhone, which automatically locks your screen after a specified time, your Cisco Jabber call is 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 Jabber calls in the foreground.
Tap and turn Disable Auto-Lock on.
Q.
What happens if I receive a Cisco Jabber call while I'm on an iPhone call?
A.
Cisco Jabber cannot provide you with the option to answer the call because the microphone is in use by the iPhone call. You receive a missed call notification as soon as the caller ends the call or the call is forwarded to your work voicemail.
Q.
Why are my work calls ringing to my iPhone phone number?
A.
When Cisco Jabber is running in the background and has full connectivity and is reachable, your work calls should ring through Cisco Jabber. If Cisco Jabber is not running or if it has lost connectivity, Cisco Jabber Connect passes your work calls to your iPhone phone number. You can disable work call forwarding 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 simply adjust the schedule and settings.
- Select Save.
Q.
If I ignore an incoming Cisco Jabber call, does it automatically go to my voicemail?
A.
No, when you ignore an incoming Cisco Jabber call, you are just silencing the call from ringing on your iOS device. 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 Jabber calls?
A.
Yes. If this feature is supported by your organization, you can select a loud ringtone if the background noise in your environment prevents you from hearing the default ringtone.
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 Jabber. 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 cannot decline the call. If you drag the slider to answer the call, your Cisco Jabber call drops.
To prevent this confusion, you can disable the Auto-Lock feature during Cisco Jabber calls. Tap and turn Disable Auto-Lock on.
Q.
If Cisco Jabber is running in the background, can I answer or ignore a call?
A.
Yes. Follow these steps to verify that your notifications for Cisco Jabber are enabled:
Q.
When my device is locked, how do I ignore a ringing Cisco Jabber call and unlock the device to use it?
A.
Similar to the behavior of other iPhone applications that receive notifications, when you receive notification of a new call from Cisco Jabber while the device is locked, the “slide to” action is “answer.”
To ignore the incoming call, press the Volume Down button on the handset. Follow these steps to ignore the incoming call:
Q.
Can I place an emergency call from Cisco Jabber?
A.
Yes. Cisco Jabber displays “EMERGENCY CALL” when you dial an emergency number, such as 911, 999, or 112. The iPhone uses your mobile network to dial the emergency number, if the network is available.
Q.
Is there anything I can do to improve the sound quality during my call?
A.
Yes. Follow these steps to move your Cisco Jabber call to your mobile voice network:
Contacts and Directory Search
Q.
What contacts are shown?
A.
Cisco Jabber Contacts displays the same list that is stored in the iOS device Contacts. You can search your corporate directory from Cisco Jabber Contacts, and you can add the results of the search to your iOS device Contacts.
Q.
Why don’t the pictures of my corporate directory contacts appear?
A.
Q.
Why doesn’t the custom ringtone that I assigned to my contacts ring when they call me?
A.
Although Cisco Jabber uses the same Contacts list as your iPhone, it does not support custom ringtones.
Q.
How do I add someone to my Cisco Jabber Favorites?
A.
You can add any contact to your Favorites.
- Open Cisco Jabber and tap Contacts.
- Choose a contact.
- Tap Add to Favorites and choose the number you want to add.
Tip
You 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 Jabber Favorites different than those in my iOS device applications?
A.
With the Cisco Jabber application on your iOS device, you can store contacts to two Favorites lists, which are entirely separate from each other. Your Cisco Jabber Favorites contains your frequently called business associates, while the Favorites you see on the native iOS device application are those stored by the iPhone itself.
Q.
Why is my Favorites list empty?
A.
If you remove the Cisco Jabber application from your iOS device, your Favorites are removed. If you upgrade Cisco Jabber (without first removing Cisco Jabber) your Favorites are preserved.
Q.
How do I search my corporate directory?
A.
To search your corporate directory:
- Open Cisco Jabber and tap Contacts.
- Tap Directory.
- Enter a name in the search field, and tap Search. In the search results, you can tap the name of your colleague to view details, such as phone number, reporting structure, and email address.
NoteWhen you add a contact that was found in a corporate directory search to your native iPhone contacts, phone numbers and email addresses are labeled as “work” to differentiate work contacts from your personal contacts.
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 Jabber.
If your company offers voice dialing, you can place a call to a coworker 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 Jabber to the foreground and lift the iPhone to your ear.
Cisco Jabber automatically dials the voice-dialing access number and connects you. When prompted, tell the system to “Call <name>” or “Call <number>.” Voice dialing works only with contacts in your corporate directory.
If you experience difficulty accessing voice dialing, verify that the setting is enabled.
Q.
Can I chat with contacts?
A.
If you installed the Cisco Jabber IM application on your device, follow these steps to open a chat session with contacts:
Voicemail
Q.
What do the different icons next to the voice messages indicate?
A.
Q.
What’s the difference between my Cisco Jabber voicemail and my iPhone voicemail?
A.
With the Cisco Jabber 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 Jabber to listen to these messages on your iPhone.
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. Cisco Jabber displays the number of new voice messages 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 voice messages even if I’m not connected to my office Wi-Fi network?
A.
Cisco Jabber must be connected to your office Wi-Fi 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 office network.
Q.
Why are some of my voice messages downloaded every time I use Cisco Jabber?
A.
Secure voice messages are not saved to your iOS device, so you need to download them each time.
Q.
I cannot get my voicemail to work. I keep getting an error that states: “Incorrect username or password.” I am sure I am entering the correct password.
A.
Contact your system administrator for assistance. The administrator verifies the settings on the server or resets your password for you.
Recents
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 Jabber and the iPhone Phone application?
A.
With the Cisco Jabber application on your iPhone, you now have access to several Recents lists:
Q.
How do I change the length of time that calls remain in the Recents list?
A.
Tap . Select a value from one to thirty days.
Q.
Why do older calls still appear in my Recents list?
A.
When you change the expiration period, the updated setting applies only 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. Phone calls that you make using your iPhone phone application use this network. You can optionally enable Wi-Fi connectivity on your iPhone (which requires access to a Wi-Fi network). Cisco Jabber places calls using the Wi-Fi network.
Q.
If my iPhone normally uses the mobile network to make calls, how does Cisco Jabber use the Wi-Fi network instead?
A.
Cisco Jabber integrates and connects to other Cisco products on your corporate network to allow you to make calls. Cisco Jabber 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 Jabber when I’m not physically on-site at my office?
A.
You need a Wi-Fi connection to your office network to use Cisco Jabber. 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 set up this VPN connection before you use Cisco Jabber. Contact your system administrator if you need assistance.
Q.
My administrator told me to install Cisco AnyConnect Secure Mobility Client so I can use Cisco Jabber outside my corporate Wi-Fi network. How do I do that?
A.
For information about how to install and use Cisco AnyConnect Secure Mobility Client on your iPhone, see the latest iPhone end user guide for Cisco AnyConnect Secure Mobility Client in the user guide list.
Q.
I’m connected to the Wi-Fi network, but I cannot get Cisco Jabber to work. What could be wrong?
A.
For Cisco Jabber to work, you must be 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 iOS device before attempting to use Cisco Jabber. 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 iOS device and attempt to connect to an internal website.
Q.
Can I connect to Cisco Jabber over the mobile data network?
A.
Connectivity over the mobile data network is disabled by default, but you can allow Cisco Jabber to connect using the mobile data network. However, because voice quality over a mobile data network varies depending on the quality of your network connection, Cisco does not provide support to troubleshoot mobile data network connectivity issues. If you experience difficulties with mobile data network connectivity, turn this setting off.
Q.
If I’m about to leave the location that has my Internet access, can I move my call to my mobile service provider?
A.
Yes, if you are connected to a corporate Wi-Fi network. This option is not available if you are connected to your corporate network using VPN over either your mobile data network or a noncorporate Wi-Fi network.
When you move the call to your mobile service provider, the call moves from Cisco Jabber to the iPhone Phone app. If you use this feature with your iPod Touch or iPad, your call transfers to your mobile number associated with your account.
Q.
I can’t transfer my Cisco Jabber call to the mobile network. My signal strength is good so what could be wrong?
A.
Verify that you enabled the Show My Caller ID setting on your phone: From your iPhone 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 iOS device?
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 Jabber is running on your iOS device, you receive an incoming call to Cisco Jabber. If Cisco Jabber is not running, you’ll receive an incoming call to your iOS device number. In either scenario, just answer the call to complete the transfer from your desk phone.
- Every time you open Cisco Jabber on your iOS device, it automatically detects active calls on your desk phone. Tap Yes to move the call from your desk phone to your iOS device.
- On your desk phone, put the call on hold. Cisco Jabber automatically detects the held call. On your iOS device, tap Yes to move the call from your desk phone to your iOS device. This feature is available when Cisco Jabber is running in the foreground.
Q.
When I opened Cisco Jabber, 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 Jabber?
A.
Cisco Jabber 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 a shared line, 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 Jabber works with your desk phone slightly differently than as a true shared line. When you are on a call using Cisco Jabber, 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 Jabber does not display the same type of status information.
If you place a call on hold using Cisco Jabber, you can resume it using your desk phone. If you put a call on hold using the desk phone, Cisco Jabber detects the call.
Q.
When I am on a call using Cisco Jabber on my iOS device, why does the line on my desk phone show that it’s in use?
A.
Both Cisco Jabber 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 Jabber, 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 Jabber. If you are on a call using your desk phone, Cisco Jabber 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 Jabber detects the call.
Q.
Can I move a call from my iOS device to my desk phone?
A.
Yes, while on a call using Cisco Jabber, 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 Jabber call, why does the call continue to ring on my desk phone?
A.
When you ignore an incoming call using Cisco Jabber, you are just silencing the ring on your iOS device. The call continues to ring on your desk phone until you answer the call, you divert the call to voicemail, the caller hangs up, or the call automatically transfers to voicemail.
Feedback and Troubleshooting
Q.
I cannot get Cisco Jabber set up, and my system administrator needs me to send a problem report. How can I do this if I can’t get the Cisco Jabber to work?
A.
Even if Cisco Jabber is not 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.
Tip
If you can reproduce your problem, enable detailed logging by tapping and reproduce your issue before sending the problem report.
Q.
My system administrator requested that I check my preset Wi-Fi networks. How do I do that?
A.
Tap .
On this screen, you can view a list of the networks that your administrator set up as corporate Wi-Fi networks.
If your administrator set up your system to use Cisco AnyConnect Secure Mobility Client with automatic VPN connection, Cisco Jabber does not attempt to automatically connect with VPN from the networks listed on the Preset Wi-Fi Networks screen.
Q.
How do I view the call statistics while I’m on a call?
A.
Choose one of these methods:
Q.
Sometimes during calls, the callers mention that they cannot hear me very well. What could be causing this?
A.
You might be using Cisco Jabber over a low-bandwidth wireless network. When callers report that they cannot hear you well, you can optimize your connection for low-bandwidth networks:
Note
If 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 iOS 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 .
- mobile data network connectivity—If you are using Cisco Jabber over the mobile data network, your connectivity and call quality can vary considerably. If the issues persist, disable mobile data network 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 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 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 problem resolves itself after the handoff is completed.
- Lost connection to the Cisco Unified Communications Server—You might be experiencing network problems or the servers might be down temporarily. Contact your system administrator if this issue persists.
Q.
Why does this message appear: “Cisco Jabber is no longer running. Please launch the application if you would like to receive calls”?
A.
This message notifies you that Cisco Jabber is no longer running in the background. Cisco Jabber can stop running for a variety of reasons, for example, if your device has low memory, or if you quit the application by removing it from the multitasking tray. When you see this message, either ignore it or open Cisco Jabber to receive incoming calls.
To ignore this message while the device is locked:
Q.
Why do I get this error message when I try to sign in: “Login is unavailable (25)”?
A.
You are already signed in. Contact your system administrator.
Q.
Why don’t I see a count of missed calls on the Cisco Jabber icon?
A.
Follow these steps to enable badge app notifications:
Q.
Why can’t I hear Cisco Jabber ringing when I receive a call?
A.
Follow these steps to enable sound notifications:
Q.
Why can’t I hear Cisco Jabber ringing when the phone is locked?
A.
Follow these steps to enable lock screen notifications:
Q.
I tried to move my Cisco Jabber call to my mobile voice network, but the "Use mobile network" option was not available. Why not?
A.
The option to move your Cisco Jabber call to your mobile voice network is not available if you are connected to your corporate network using VPN over either your mobile data network or a noncorporate Wi-Fi network.
Q.
Why don’t I see Cisco Jabber in the Notification Center?
A.
Follow these steps to add Cisco Jabber to the Notification Center:
Notices
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