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This feature is built into Cisco Jabber and provides a way to migrate contacts in the buddy list and other common user preferences from Jabber to Webex. The data is encrypted. You just need to configure some settings before users see this option pop up automatically in Jabber.
During a call, you can access call statistics such as video frame rate, audio codec, packet loss, jitter, and bandwidth usage. An indicator also appears that shows the call environment that you're on (your administrator or support team may need this information for troubleshooting purposes).
Follow the steps or have your users follow the steps in Access call statistics to access statistics for a call in Webex App for desktop or mobile.
| Step 1 |
From the customer view in https://admin.webex.com, go to , and under UC Manager Profiles select the ellipsis .... |
| Step 2 |
Choose Edit. |
| Step 3 |
Make the necessary edits, and then select Save. |
The diagnostics available in the Webex App (desktop and VDI) help you and your users resolve connection issues, check media quality, and collect important troubleshooting information.
When you set up Calling in Webex App (Unified CM), you may encounter issues related to the connection or required settings (such as voice domain and UC services). Using this tool, you can diagnose what services are configured correctly and what is missing. This feature is useful for troubleshooting scenarios and reducing support cases, whether you're migrating to Calling in Webex App (Unified CM) or setting up new users.
When user experience issues, they can access the diagnostics view and export the data to share with you or support.
Unified CM Settings—Critical settings (for Jabber migration as well as new user setup) for phone services to work correctly, such as:
Unified CM version
UC service domain
SSO
UC services such as voicemail
Expressway for MRA
Media quality—Quality for video, audio, and sharing in both directions
Devices—Device information, when users are connected to devices
For shortcut keys to show the diagnostics window, see Keyboard and navigation shortcuts.
In the Control Hub devices view, you can get a list of all the Cisco headsets that are registered in your organization for tracking purposes. You can find further details and management options for each headset entry. This information can help you make decisions on whether headsets need to be replaced or troubleshooted.
For more information, see Manage Cisco headsets in Control Hub.
If https://status.webex.com or the health checker show a Webex App cloud full or partial outage, Calling in Webex App (Unified CM) still works for users who are already signed in, as long as the call type is a Unified CM call and goes through Unified CM infrastructure.
Unified CM calling can't happen in the following scenarios when sign in is blocked:
First day sign-in for the user
Sign out of Webex App then sign in again
Unified CM calling can happen in the following scenarios where the app remains signed in:
Quit or exit Webex App and then relaunch—cached data remains (contacts, call history, messages). Unified CM registration and calling aren't affected, but presence when on a call is not sent to other users.
Reboot the device that Webex App is running on—cached data remains (contacts, call history, messages). Unified CM registration and calling aren't affected, but presence when on a call is not sent to other users.
If Unified CM is not reachable from Webex App, users can use the Self Care Portal (a link is available in Webex App) to set up Single Number Reach (SNR) so that calls get routed to mobile through the PSTN. For administrative steps, see the Cisco Unified Mobility Features chapter in the Feature Configuration Guide for Cisco Unified Communications Manager. For user self-care configuration, see the Self Care Portal User Guide.
If you see registration issues when trying to use Calling in Webex App (Unified CM), go through these checklist items before you submit a ticket.
| Step 1 |
Verify that any CTI-RD or Cisco Spark-RD was removed from Unified CM for the user; if not, delete any stray remote devices. |
| Step 2 |
If your organization is enabled for a different call behavior (such as a cross-launch to another calling app) in Control Hub, disable this feature and reselect Calling in Webex App (Unified CM) because Unified CM registration and cross-launch cannot be enabled together. |
| Step 3 |
Exit Jabber if it's installed on the same machine, because Jabber and Webex App cannot both be registered to Unified CM in softphone mode at the same time. |
| Step 4 |
Check other configuration on Unified CM. Some common culprits include the following:
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If you addressed all of these steps and issues still persist, restart Webex App and then choose to submit logs and open a case for the support team to investigate.
A warning icon appear in the app if Webex App failed to register to Unified CM because of a sign in failure or other reason. A summary of the reason appears next to the icon.
 Tip |
You can hover over the icon to show an error message that may give you clues about what to troubleshoot. You can also click the icon to see if there are any next steps that you have to take to resolve the issue (such as sign into phone services or start a new session).
See the Error messages documentation for more information on the errors that may appear in Webex App and how to resolve the problem. |
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