Cisco Jabber Softphone

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Overview

Cisco Jabber is unified communication application, that can integrate with Cisco desk phones.  Jabber can be used to make phone calls from your computer, chat with other Jabber users, listen to voicemails, control calls (holds, transfers, conference calls), and more.

Downloading and Installing Cisco Jabber

Cisco Jabber can be downloaded from Box.  You may need to sign in with your MyNIC username and password to access the folder.  The link to the Windows and Mac installers can be found here.  (Full link: https://nic.box.com/s/7x7boqduhrm5oxreahwsozd6ewoxo2n8)

Once the software is installed, you will need to open Jabber and login using your NIC email address (e.g., [email protected]) and your NIC password.

Cisco Jabber Interface

Below is an image of of the buttons that are available in Cisco Jabber Hub, along with a brief description.  There is also a dock that’s installed along with Jabber, that can perform many of the same functions.

1) Status
2) Contacts
3) Chat
4) Call History
5) Meetings
6) Voicemail
7) Pair Device
8) Line Selector
9) Contact Groups
10) Phone Dialer
11) Settings
12) Forward Calls, Device Selector

Making Calls with Jabber

To make a phone call using Jabber, enter the phone number of the person you’re calling in the search or call field, then press enter or click the green phone button.  This will dial the number and place the call using your speaker and microphone.  Jabber supports four digit dialing for campus extensions (Ex: 3280), as well as dialing the full number (Ex: *12087693280). When calling NIC extensions: use the four-digit extension number when dialing. When calling non-NIC extensions: use * + area code + full number.

Note: You will still need to dial * to call off campus numbers (Ex: *12081234567), just like if you’re calling from your office phone.

Note: If you are using a softphone while working remotely, DO NOT USE IT TO CALL 911.  Our phone system uses enhanced 911 capabilities and first responders will believe you are at your office location.

Call Control (Holds, Transfers, Conference Calls)

Once you’re in a call, a new window will appear with options to control your call.  Below is an image of the buttons, along with a short description.

The Box on the bottom of the window, going from left to right

1. Mute Audio: Mutes the audio coming from your microphone.The button will be red if your microphone is muted.
2. Start My Video: Starts your camera for a video call.The button will be red when you’re not sending video.The video options will only work if the person you’re calling supports video calling (Ex: NIC Cisco Phones).
3. Share Screen: This allows you to share your computer screen.This option will only work if the person your calling support screen sharing.
4. Show Keypad: This button will show a number pad.This can be used for entering caller input (Ex: Press 1 for customer service).
5. More Call Controls “…”: This gives you additional options for handling your call. The options available in this button are:
   • Hold: Places call on hold.
   • Transfer: Transfers the current call to a different number.
   • Merge: Merges a call. This function is not supported/available.
   • Conference: Turns the call into a conference call, so that other phones/numbers can be invited to the call.
   • Park: Parks the call. This function is not supported/available

The buttons at the top right are as follows:

1. Open Audio Options: Allows you to select your speaker and microphone, and adjust your volume.
2. Show this call in a new window: Allows you to create a new window, containing the current call.

Checking Voicemail

To check voicemail using Jabber, select the voicemail button on the Cisco Jabber Hub, then double click on the voicemail message.

Note: If you’re unable to access your voicemail for any reason, please call the IT Help Desk at (208) 769-3280.  Voicemails should still appear in your Outlook inbox, as well as on your desk phone.

Creating and Managing Contacts and Contact Groups

Cisco Jabber allows you to create customized contact lists, so that you can more easily call people using the Jabber software.  To start using contacts, you must first create a contact group, then add your contacts to the group.

Create a contact group:

Click the Settings Button in the Jabber Hub then select File, New, then Group.  Once you give the group a name, it should appear in your Contacts on the Jabber Hub.

Add new contacts to group:

Click the Settings Button in the Jabber Hub then select File, New, then Contact.  Search for the contact to add, then specify the group the contact should be added to. Once the contact has been added to Jabber, you can right click on the contact to change the group they belong to, place a call to the contact, and begin a chat session.

Note: These contacts can only be internal to NIC.  Outside numbers will need to be manually dialed or called from the Recent call list

Chats

In addition to making and managing calls, Jabber also provides chat capabilities.  Messages can be sent to a single person on your contact lists, or to a group of contacts.  If you do not have any contacts in your Jabber Hub, please see the section for “Creating and Managing Contacts and Contact Groups”.

Send a chat message:

Right click on your contact in the Jabber Hub, then select Chat.  This will open a window where you can type and send a message to your contact and invite others to the chat.

Line Selection

If you have multiple extensions on your phone, there may be times where you need to call from your secondary extension rather than your primary.  You can change your selected extension by opening the Jabber Hub, selecting your extension in the Search or call box, then selecting the extension.

Forwarding Calls

Cisco Jabber has options to set call forwarding on all extensions that are associated with your account.  It is possible to forward an extension to voicemail, other extensions, and to outside numbers (cell phone numbers).

Forwarding Calls:

Open the Jabber Hub then click on the computer button at the lower left portion of the window.  From there, select the dropdown menu for “Forward calls”, select the extension you want to forward, then make your selection. 

Note: If you’re forwarding to a non-NIC number or cell phone, always add a * so that the call can dial out (Ex: *18001234567)

Troubleshooting

1. I can’t hear the caller, or the caller can’t hear me?
   • Verify that the correct speaker and microphone are selected in Jabber.You can check these settings by clicking on the icon at the top right side of Jabber, then select settings.From there, click on Audio and check your Speaker/Microphone devices.Your computer may have multiple devices, so it might help to try a different device.
2. Can Cisco Jabber be configured to start up along with my computer? Is there a way to make it not automatically start up?
   • Yes, you can configure the automatic start settings by opening Jabber, click on the icon at the top right side, then select Settings.Under the general section, there’s a check box to configure when Jabber starts.
3. My phone line is showing up as disconnected, and the computer icon is now red instead of green?
   • If you’re seeing a disconnected message, it means your computer or Jabber is unable to contact the phone service.  A fast internet connection is needed for Jabber to work correctly, so first check that your internet connection is working.  If your connection is working well, then you may need to either restart Jabber or your computer.  If this doesn’t work, please contact the Help Desk for assistance.