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This document describes the solution to the instance when Jabber users are directed to the WebEx Connect cloud for authentication, instead of an on-premises Instant Messaging and Presence (IM&P) server, or through an Expressway (Collaboration Edge) configured for Mobile and Remote Access (MRA).
The default behavior of Jabber clients is to use the WebEx Connect cloud if the organisation's domain has ever been provisioned on it.
To check whether your organisation's domain has been provisioned in the WebEx Connect cloud, enter a URL into any Web Browser (such as Internet Explorer, Firefox, Safari or Chrome). For a domain of companydomain.com, enter:
An errorcode of 7 indicates that the domain is provisioned in the WebEx Connect cloud.
If the companydomain.com is not a WebEx customer, then you can expect an errorcode of 1, with the reason saying "SSO protocol error."
This URL is the very same URL that you will see in the trace from a Jabber for Windows Problem Report (it will also state "Domain is WebexCustomer but doesn't support WebexSso").
The best option to avoid this from occurring is to work directly through the WebEx support organisation and have them completely remove your organisation's domain (e.g. companydomain.com) from their databases. However, this can sometimes take time to resolve. You can also choose to use an IM&P server even though your organisation also has WebEx Connect cloud services.
An example of HTML code that will achieve this for companydomain.com:
Mobile and Mac users, please <A HREF="ciscojabber://provision?ServicesDomain=companydomain.com&VoiceServicesDomain=companydomain.com&ServiceDiscoveryExcludedServices=WEBEX"> click here</A> from within a browser (such as Safari/Chrome/Firefox) on your mobile.
See Configuration URL in the Service Discovery chapter of the guide for your version of Jabber, for further explanation.
Use <ServiceDiscoveryExcludedServices> and specify WEBEX, in a configuration file (group or the global jabber-config.xml file).
Note: This method is dependent on the client being able to first log in to CUCM IM&P and can sometimes require that the Jabber clients be on-premises to start with, possibly with communication to the WebEx cloud servers blocked, so that jabber-config.xml can be downloaded and cached.
An example of a jabber-config.xml Global configuration file to exclude WEBEX from Service Discovery: