Cisco Jabber for Android User Guide

When you set up and use Cisco Jabber, you may be prompted to validate your server certificates to connect to your services. Depending on your account setup, you may need to verify server certificates for the following services:

• Instant Messaging
• Phone Services
• Voicemail
• Directory
• Expressway Mobile and Remote Access
• SSO IdP certification for SSO deployments

Note: Depending on how your administrator sets up the servers, you may have to validate multiple certificates for IM and phone services.

If you decline a certificate, the following occurs:

• Instant Messaging:
  • You cannot sign in to Cisco Jabber.
• Phone Services:
  • An invalid certificate notification will be shown.
  • If the system has only one server, you cannot sign in to Cisco Jabber.
  • If the system has two servers and you decline one certificate, you can accept the second certificate and sign in to that particular server.
  • You cannot sign in to Cisco Jabber.
• Voicemail:
  • An invalid certificate notification will be shown.
  • You can sign in to Cisco Jabber but you cannot access the Voicemail service. You must sign out of Cisco Jabber and then sign back in to view the certificate validation message again.

To accept certificates:

1. When the Certificate Verification dialog box appears saying that you need to Verify Certificate, tap either the Decline or Accept button.
2. Tap Continue.

1. On the Settings screen, tap the Sounds option.
2. Turn off the Use Cisco Ringtone option.

Cisco Jabber uses Android device ringtone that is set for phone calls for Cisco Jabber calls.

Cisco Jabber is supported on all Android Wear, which has Android OS 5.0 or later and Google Play service 8.3 or later. To use Cisco Jabber from your Android Wear:

1. Turn on your Bluetooth in your device.
2. Install the application that connects your Android Wear to Android device in your Android device. For example: Android Wear – Smartwatch App.
3. Connect your Android Wear to your Android device.
4. Install Cisco Jabber for Android 11.5 or later in your Android device.

Note: If you uninstall Cisco Jabber form your device, then this application is removed from your Android Wear.

Cisco Jabber in your Android Wear provides these features:

• View your photo, missed calls count, and unread messages count in the home page.
  • Tip: In your Android Wear:
    • To view pages, swipe right.
    • To close a page, swipe left.
• View your chat history and the unread messages count on Chats page.
• View your recent call activity on Recents page. Tap on a contact to call back a contact.
• View your chat messages, and reply with a message or emoticons or call.
• View your incoming calls, and accept it or decline it or send a quick message.
• Receive group chat notification, you can swipe right and tap Join, or swipe right agin and tap Decline.
• Play and pause the voicemail.

Incoming and outgoing Cisco Jabber calls in android wear

You can answer the incoming call on your Android Wear and speak using your device. You can also call back a contact and speak using your device, you can view your missed calls list on Recents page.

Before you begin:

• Turn on your Bluetooth in your device.
• Connect your Android Wear to your Android device.
• You must have the Cisco Jabber phone services activated for your account.

1. To Answer an incoming call, swipe left.
2. To Decline an incoming, swipe right.
3. To send a quick message to the caller, swipe upwards.
4. To call back a contact, go to Recents page, and tap the contact.

Instant messaging using Cisco Jabber in android wear

You receive chat notifications and group chat notifications, you can respond to a chat message from your Android Wear. You can view your chat history on the Chats page.

Before you begin:

• Turn on your Bluetooth in your device.
• Connect your Android Wear to your Android device.

1. To reply to a chat message on Chats page, use these options:
   • Tap Reply message, and use any of these options:
     • Speak to convey your message.
     • Draw emoticons.
     • Use quick message.
   • You can reply with emoticons.
   • You can call that contact.
2. To respond to a group chat notification, either tap Join or Decline.
3. To reply to an incoming chat message, use these options:
   • Tap Reply, and use any of these options:
     • Speak to convey your message.
     • Draw emoticons.
     • Use quick message.
   • You can Call that contact.
   • You can open the message in your device, tap Open on phone.
   • If you don’t want to receive notifications from Cisco Jabber on your Android Wear, then use Block app.

By default, Cisco Jabber uses standard status icons. You can also set the app to use accessible status icons, which are monochromatic and use symbols to show your status.

1. To use accessible status icons, tap Settings > Display.
2. Turn on the Accessibility Icons switch.

Standard Icon	Accessibility Icon	Description
		Available
		Away
		Do Not Disturb
		Offline

1. Select the Status window.
2. Select Show Icon When Mobile.
   • Note: If you are logged in to Cisco Jabber for Android from two devices, the device on which you enable the status shows the icon. If you set different locations on mobile and desktop, the desktop location takes priority.

When you call with Cisco Jabber, the app uses your work phone number and displays that work number to the person you call. You can make calls in different ways, depending on how your system administrator sets up your account.

A basic phone services account allows you to make audio calls using Voice over Internet Protocol (VoIP). Your system administrator can also enable the following features for your account:

• Video — You can make video calls.
• Dial via Office (DvO) — You can call using your work phone number and your mobile voice network.

The following table lists the call settings that you can set up in the Cisco Jabber Settings menu, based on your phone services account setup.

Tap the search area to open the Keypad screen, then follow one of these steps to make a call:

• Tap the numbers on the keypad then tap Call.
• Input an email address, such as username@example.com then tap Call or tap for more choices.

Complete this task to park an ongoing call so that you can transfer it to another device or temporarily place it on hold.

1. From the in-call view, tap 
2. Tap Park.
3. Retrieve the call from another device or resume the call from the current device.

1. From the in-call view, tap
2. Tap Conference.
3. Follow one of these steps:
   • Enter a phone number and select Call.
   • Enter a name or video address, and tap an item in the search results.

   Cisco Jabber automatically places your first call on hold and displays the status of both calls.

4. On the control bar, tap Merge.

1. From the in-call view, tap 
2. Tap Hold.
3. To resume the call, tap Resume.

Use the Merge feature to merge two existing calls into a conference call.

This procedure applies only to Cisco Jabber VoIP calls. The Merge feature is not available for DvO calls.

1. From the in-call view, tap 
2. Tap Merge.
3. Tap OK.
4. (Optional) Tap  to view a list of conference participants.

This procedure applies only to Cisco Jabber VoIP calls. This feature is not available for DvO calls.

1. From the in-call view, tap 
2. Tap Move to Mobile.
3. Tap OK.
4. Tap Answer when your device rings.

1. From the in-call view, tap 
2. Tap Call Statics.

When you are connected to two Internet calls, only one call is active at a time; the other is automatically placed on hold. Tap the red bar to toggle between the two calls.

1. From the in-call view, tap
2. Tap Transfer.
3. Follow one of these steps:

• Enter a phone number and select Call.
• Enter a name or video address, and tap an item in the search results.

Cisco Jabber for Android lets you add new group from chat applications.

1. On the Contacts screen, tap the drop-down menu icon.
2. Tap on Add Group.

If you cannot create a new contact group, ask your system administrator for help.

Cisco Jabber for Android lets you remove an existing contact group from the application.

Your system administrator must enable this feature. If you cannot remove a contact group, ask your system administrator for help.

1. On the Contacts screen, tap and hold the contact group you want to remove.
2. Tap Remove Group to remove the contact group.

1. Search for a contact.
2. Tap the contact name and tap Add to Contacts.
3. Tap Assign to Group drop down and assign the contact to an existing group.
4. Tap Done.

Note: To move a contact from one group to another, delete the contact and then follow this procedure to add the contact to the desired group.

1. Select the contact.
2. Tap drop-down menu icon, and select Remove.

Call a contact back procedure

1. On the Voice Messages screen, tap the voice message to view the message details.
2. On the voice message Details screen, tap 
3. If using Dial via Office (DvO), follow these steps:

• • Tap Answer to accept the call.
  • If prompted, press a number on the keypad.

After you accept the call, the corporate calling system calls the number you dialed. The DvO call opens in the native phone application.

Send a text message

You can use this procedure if your Voicemail account is set up with the visual voicemail feature.

1. On the Voice Messages screen, tap the voice message username to view the message details.
2. Tap the text message to reply.

You can use this procedure if your Voicemail account is set up with the visual voicemail feature.

1. On the Voice Messages screen, tap the voice message username to view the message details.
2. On the voice message Details screen, tap

You can use group chats to send instant messages to two or more contacts at the same time. Group chats are not persistent, meaning that you can use them to create a chat with two or more people but no history is stored.

1. You can start a group chat either from the Chats screen or by opening a chat window with a participant of the group chat.
2. If you have opened a chat window, tap and then tap to add participants. If you are on the Chats screen, tap on
3. In the To: search area, enter the name of the contact that you want to add to the group chat.
4. Tap Topic to specify the topic for group chat.
5. Tap Done.

1. Within a chat conversation, tap
2. Tap the number that you want to call.
3. If using Dial via Office (DvO), follow these steps:
   1. Tap Answer to accept the call.
   2. If prompted, press a number on the keypad.

After you accept the call, the corporate calling system calls the number you dialed. The DvO call opens in the native phone application.

To start a WebEx meeting during a chat conversation:

1. On your phone select Menu > WebEx Meeting, or on your tablet select the Cisco WebEx Meeting icon on the chat screen. The Cisco WebEx Meeting application opens if it is installed, otherwise you are prompted to download the application. You are asked for your WebEx credentials.
2. Follow the prompts to connect and attend the meeting.

You can use this procedure to view previous chat messages with a contact if your system administrator has enabled this feature.

1. In an active chat conversation, swipe down to load any earlier messages.
2. If there are many earlier messages, swipe down again to scroll through the messages.

If your administrator has enabled the feature, file transfers can be made during a chat session.

You can transfer files between Cisco Jabber clients using the Send file icon in the chat window. You can also drag and drop the file into the chat window.

1. Select the Plus icon in the bottom right corner of a chat window.
2. Select the file that you want to transfer from your device.
3. Select Open.

You can send broadcast message to multiple contacts. You can select multiple contacts or a group of contacts from your contact list, and send broadcast message to all of them at once. Recipients receive broadcast messages in the same way as they receive a chat message.

1. From your contact list, select all the contacts that you want to send a broadcast message. If you want to send a broadcast message to an entire group, then select the header for the contact group.
2. Tap and select Send Broadcast Message.
3. Enter your message in the text box. If you want to add more people to the broadcast message, then you can search for them in the To field and add them.
4. Click Send.

The Settings screen is accessed in the following ways:

• Swipe to the right or tap to open the navigation drawer on your phone. Tap Settings.
• Tap the Settings icon on your tablet.

Cisco Jabber for Android uses low-bandwidth mode to optimize the audio for low-bandwidth networks, which may improve call quality for VoIP calls. To use low-bandwidth mode, one of the following must be true:

• Your administrator set up the system to handle calls between devices that use different codecs.
• Both your device and the device of the person you are calling support the same low-bandwidth codec (G.729a or G.729b).

Note: If you call a device that does not support the same low-bandwidth codec, and the system is not set up to handle a codec mismatch, you may experience one of the following problems:

• You cannot hear audio.
• The call is immediately disconnected.

If you have questions about your system setup, contact your system administrator.

1. On the Settings screen, under Call, tap Audio and Video.
2. Turn the Low-Bandwidth Mode setting on or off.

Before you begin: This procedure applies to phone services accounts that have the Dial via Office (DvO) feature enabled.

1. On the Settings screen, under Call, tap Calling Options.
2. Select an option.
   

   Option	Description
   Voice over IP	Always make VoIP calls over mobile data networks or Wi-Fi networks.
   Mobile Voice Network	Always make DvO calls over the mobile voice network for your device. When you use DvO, the corporate calling system calls you back to start all calls.
   Autoselect	Let Cisco Jabber choose VoIP or mobile voice network based on network connection. When you use DvO, the corporate calling system calls you back to start all calls.

3. If you select either Mobile Voice Network or Autoselect, verify that the DVO Callback Number section is populated with the correct callback number (usually your mobile phone number).

1. On the Settings screen, under Help, tap About.
2. Tap Notices and Disclaimers.
3. Tap one of the following options to see the related content:

• • Emergency Number Notice
  • Open Source Notice
  • Strong Encryption Notice
  • Usage and Error Tracking

This option is enabled by default. We recommend not to disable this option unless you are experiencing issues in the following scenarios:

• You can hear or see other parties, but you cannot be heard or seen.
• You are experiencing unexpected Wi-Fi disconnection issues.

Note: Disabling differentiated service for calls may degrade audio and video quality.

Before you begin: Contact your Administrator if you cannot find this option in Cisco Jabber.

1. Go to Settings.
2. Go to Audio and Video.
3. Tap Enable Differentiated Service for Calls.

1. Go to Settings.
2. Go to Audio and Video.
3. Tap Default Audio Output.
4. Tap either Earphone or Speaker to choose your default audio output.

1. On the Settings screen, under Help, tap User Guides.
2. Tap one of the following options to see the related content.
   

   Option	Description
   Quick Start Video	Video tours of the features and benefits of Cisco Jabber.
   Quick Start Guide	Instructions to help you sign in to Cisco Jabber for the first time and use a few key features.
   User Guide	Detailed instructions to help you use Cisco Jabber.

Due to an Android kernel issue, Cisco Jabber cannot register to the Cisco Unified Communications Manager on some Android devices. To resolve this problem, try the following:

• Upgrade the Android kernel to 3.10 or later version.
• Set the Cisco Unified Communications Manager to use mixed mode security, enable secure SIP call signaling, and use port 5061. See the Cisco Unified Communications Manager Security Guide for your release for instructions on configuring mixed mode with the Cisco CTL Client. You can locate the security guides in the Cisco Unified Communications Manager Maintain and Operate Guides. This solution applies to the following supported devices:
  

  Device Model	Operating System
  HTC M7 HTC M8 HTC One Max	Android OS 4.4.2 or later
  HTC M9	Android OS 5.0.1 or later
  Sony Xperia M2 Sony Xperia Z1 Sony Xperia ZR/A Sony Xperia Z2 Sony Xperia Z2 tablet Sony Xperia Z3 Sony Xperia Z3 Tablet Compact	Android OS 4.3 or later and kernel version earlier than 3.10.49 If Sony device’s android OS is 5.0.2 or higher and kernel version is 3.10.49 or higher, then it can support non-secure mode.
  Xiaomi Mi4	Android OS 4.4 or later
  Xiaomi Mi Note Xiaomi Mi Pad	Android OS 4.4.4 or later
  Sonim XP7	Android OS 4.4.4

If Cisco Jabber for Android fails, we recommend that you clear the application data and force-stop the application before restarting.

1. Open the Android Settings application.
2. Depending on your operating system, tap either Apps or Application manager.
3. Tap Cisco Jabber.
4. Tap Clear data.
5. Tap Force stop.

Problem: Cannot log in to the WebEx meeting using Cisco Jabber.

Solution: Before installing Cisco Jabber, you must install the WebEx meeting client.

Problem: Unable to see notifications in Android Wear

Solution: To ensure that you can see notifications, check the following:

• Ensure that Bluetooth in your device is always on.
• Check if Android Wear is connected to your Android device.
• Check if you have logged in to Cisco Jabber from your device.

Problem: Unable to see Recents page.

Solution: Check if you have Cisco Jabber phone services account and that you have logged in to the Cisco Jabber phone services from your device.

Problem: My device lost connection to the corporate servers and cannot automatically reconnect.

Solution: Check whether you signed in to more than one Cisco Jabber for Android application using the same device ID. You can register a device ID to only one Cisco Jabber for Android application at a time. To resolve this issue, sign out of the other application that uses this device ID.

Problem: My phone services did not automatically connect after I signed in to Cisco Jabber for Android.

Solution: If you sign in to Cisco Jabber for Android on one device, and then you sign in to Cisco Jabber for Android on another device, phone services does not automatically connect. To work around this issue, you can manually sign in to phone services as follows:

1. Open the navigation drawer.
2. Tap Phone Services and verify your credentials.
3. Tap Save.

Solution: If you are using a secure phone service and you reinstall Cisco Jabber for Android, due to security consideration, the certification on the SD card of your phone is not saved. Contact your administrator to install the secure phone certification again.

Problem: I cannot see photos for my Cisco Jabber contacts.

Solution: Try the following:

1. Tap Settings > Display and check that the Show Contact Photo switch is turned on. If not, tap the switch to turn it on.
2. Contact your system administrator to check that photos are enabled on your profile.

Problem: I cannot send Cisco Jabber VoIP calls to my mobile voice network.

Solution: Check the following:

• Check that your signal strength is good.
• Check that you enabled the Show My Caller ID setting on your phone. From the Android Phone app, tap Menu > Call settings > Additional settings > Caller ID and check that the Caller ID switch is turned on.

Problem: I cannot make Cisco Jabber calls using VPN over a Wi-Fi network.

Solution: Check whether the VPN client is supported. For information about supported VPN clients, see the Cisco Jabber for Android Release Notes.

Problem: I cannot start a video conference call from within Cisco Jabber.

Solution: Contact your system administrator to check that your MCU settings are set up properly for your phone services account.

Problem: I cannot receive video when on a Cisco Jabber video call using VPN over a Wi-Fi network.

Solution: Check that the VPN client is supported.

Problem: Cisco Jabber went into the background during a video call. When I returned to the call I could not see video.

Solution: If Cisco Jabber goes into the background during a video call, the call continues without video. To send your video again, tap the Video button in the control bar.

Problem: I cannot see the calling options in the Cisco Jabber Settings menu.

Solution: Your administrator must enable the Dial via Office feature before you can see the calling options in your Settings menu. For more information, contact your administrator.

Problem: My calling features are not working properly.

Solution: You may see issues with Cisco Jabber for Android calling features if you set the native phone application to launch by default.

To avoid these issues, follow these steps:

• From your Android home screen, tap Settings.
• Tap either Apps.
• Swipe to the left to list all installed apps.
• Scroll down and tap the Phone app icon.
• Ensure the Launch by Default option is set to off.

Problem: The native Android Phone application no longer shows me the popup window that allows me to select Cisco Jabber.

Solution: Due to a limitation with Android OS 4.1.2 and later on some devices, you may experience issues if you perform the following steps:

1. Make a call from the native Android phone application.
2. Select Jabber (or another voice application) from the popup window.
3. Select Always to indicate that you always want to use Cisco Jabber (or another voice application) to make calls.

After you complete these steps, the native Android phone application no longer shows you the popup window that allows you to select another voice application. Instead, you can only make calls through the native Android phone application. There is no workaround for this issue.

Problem: Poor audio quality, sudden silence, or dropped audio.

Solution: Check the following:

• Weak wireless signal — Check the bars on your Android 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 and then tap Move to Mobile. Tap OK, and then tap Answer.
• Bluetooth and Wi-Fi interference — Even on well-designed Wi-Fi networks, 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 may transfer between different Wi-Fi access points. If you are on 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 Phone Services — Common causes include network problems or servers that are down temporarily. Contact your system administrator if this issue persists.
• Low-bandwidth networks — If you call over a low-bandwidth wireless network, optimize your connection for low-bandwidth networks and try again. In Cisco Jabber, tap Settings > Audio and Video. Tap the Low-Bandwidth Mode switch to turn it on.
• Headsets — Using headsets that were not included with your device can cause audio issues such as low audio or one-way audio.

Problem: When I make Cisco Jabber calls using VPN over a Wi-Fi network, the call audio is only one way.

Solution: Check the following:

• Check that the VPN client is supported — For information about supported VPN clients, see the Cisco Jabber for Android Release Notes.
• Check your headset — Using headsets that were not included with your device can cause audio issues such as low audio or one-way audio.

Problem: While on a call using a headset, I cannot hear the caller even after turning up the volume on the headset.

Solution: 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 device volume buttons to adjust the volume settings while Cisco Jabber is open and the headset is plugged in.

Problem: Music does not pause or resume when you play music in the background using a third-party application, and then you make or receive a Cisco Jabber for Android video call.

Solution: To work around this issue, you can open the third-party application to pause or resume the music.

Problem: I cannot see notifications for missed Cisco Jabber calls.

Solution: Follow these steps to check your notification settings:

1. On the Android home screen, tap Settings.
2. Tap either Apps.
3. Tap Cisco Jabber.
4. Verify that the Show notifications check box is checked.

Problem: When I place a call from my shared line to a video application and then place the call on hold using my Cisco Jabber desktop application, I cannot see the held call on Cisco Jabber for Android.

Solution: Cisco Jabber for Android does not support the hold feature when using a shared line to make a call to a video application. To work around this issue, you must resume the call using your Cisco Jabber desktop application (such as Cisco Jabber for Windows or Cisco Jabber for Mac).

Problem: I cannot access voice messages because of an incorrect username or password error.

Solution: To resolve this issue, perform the following steps:

1. Open the voicemail account screen.
2. To open the voicemail account screen, tap the voicemail account on the navigation drawer or tap the link in the associated error message.
3. Re-enter your username or password.
4. Tap Apply.

Problem: I cannot see some visual voice messages when I’m not connected to the corporate network.

Solution: Cisco Jabber must be connected to your corporate 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 corporate network.

Problem: The battery for my device drains faster when I use Cisco Jabber.

Solution: To reduce battery drain, check the following:

• Detailed Logging — Enable this option only if you are collecting troubleshooting details to resolve problems using Cisco Jabber. To disable:
  1. Tap Settings > Problem Reporting.
  2. Tap the Detailed Logging switch to turn it off.
• A weak 3G or Wi-Fi connection can affect the battery life. Move to a location with a stronger network signal.

Problem: When I use my Bluetooth audio device, I hear poor audio quality, sudden silence, or dropped audio.

Solution: Even on well-designed Wi-Fi networks, you can experience interference from other devices (including your Bluetooth audio device), which can cause dropped calls or poor audio quality on Cisco Jabber. Turn off the Bluetooth audio device to see if that resolves the issue.

Problem: I cannot use my Bluetooth audio device to answer or end Cisco Jabber for Android calls.

Solution: Cisco Jabber for Android does not support answering or ending calls with the Talk button on a Bluetooth audio device. To work around this issue, answer and end your Cisco Jabber for Android calls using the Cisco Jabber user interface.

Problem: When I get an incoming Cisco Jabber for Android call, I cannot hear the ringtone on my Bluetooth audio device.

Solution: This problem can occur if you use a Bluetooth audio device with an operating system that is earlier than Android OS 4.2.2, and you change audio devices. Switching between a Bluetooth audio device and other audio devices such as the device speaker, earphones, or a headset is supported only on Android OS 4.2.2 and above. Incoming call ringtone cannot be played to both the device speaker and a Bluetooth audio device. To resolve this issue, upgrade to the latest Android OS.

Problem: When I hear the ringtone for an incoming call, I cannot change between another audio device and my Bluetooth audio device. Solution Due to a limitation with the Android OS, you cannot change between another audio device and your Bluetooth audio device when the ringtone plays. To work around this issue, switch your audio device after you answer the incoming call.

Problem: I am unable to place a call using VPN over a Wi-Fi network.

Solution: Check whether you are using a supported VPN client. For information about supported VPN clients, see the Cisco Jabber for Android Release Notes.

Problem: When I place a call using VPN over a Wi-Fi network, the call drops after several seconds.

Solution: Check whether you are using a supported VPN client. For information about supported VPN clients, see the Cisco Jabber for Android Release Notes.

Problem: When I receive a video call using VPN over a Wi-Fi network, the video is not received.

Solution: Check whether you are using a supported VPN client. For information about supported VPN clients, see the Cisco Jabber for Android Release Notes.

Problem: When I place a call using VPN over a Wi-Fi network, the call audio is one way.

Solution: Check whether you are using a supported VPN client. For information about supported VPN clients, see the Cisco Jabber for Android Release Notes.