Cisco Jabber for iPhone & iPad User Guide

Follow the BCIT-specific instructions here:

• Cisco Jabber Installation Guide for iPhones and iPads

1. Select the Status window.
2. Select Show Icon When Mobile.

Note: If you set different locations on mobile and desktop, the desktop location takes priority.

1. Go to Settings > Notifications > Jabber on your device.
2. Turn on Allow Notifications.
3. Choose your preferred alert style.

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.

Check your account settings to ensure your system administrator has enabled the DvO (Dial via Office) feature.

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 Calls.
3. Tap OK.
4. (Optional) Tap  to view a list of conference participants.

If you are on a Cisco Jabber VoIP call with call quality issues, you can move the call to your mobile network and receive the call on your mobile.

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.

Note: Your system administrator must enable the Transfer to Mobile Network option on the server.

If you are on an active call, you can park the call to a call park extension (for example, a phone in another office or in a conference room). Another phone in your system can then dial the call park extension to retrieve the call.

You can park an ongoing call to transfer it to another device or temporarily place it on hold.

1. Select More > Park from the in-call options.
2. Retrieve the call from another device or resume the call from the current device.

Cisco Jabber for iPhone and iPad lets you add new group from application.

Your system administrator must enable this feature. If you cannot create a new contact group, contact your system administrator.

1. On the Contacts screen, tap 
2. Tap on Create Group.
3. Enter the name of your new contact group and tap Create. The new contact group appears on your contacts list.

Cisco Jabber for iPhone and iPad lets you remove an existing contact group from the chat 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. The contact group is removed from your contacts list.

Your system administrator can enable the Visual Voicemail for your Voicemail account. With Visual Voicemail, you use the screen on your device to work with your messages, rather than respond to audio prompts. You can also see a list of your messages without dialing in to your voice mailbox.

1. On the Voice Messages screen, tap  next to a message.
2. On the voice message Details screen, tap Call Back.
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.

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

1. On the Voice Messages screen, tap  next to a message.
2. On the voice message Details screen, tap Text Message.

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

1. On the Voice Messages screen, tap  next to a message.
2. On the voice message Details screen, tap Chat.

1. Within a chat conversation, tap  for iPhone or  for iPad.
2. Tap Call for iPhone.
3. Tap the number that you want to call.

1. Within a chat conversation, tap  for iPhone or tap  for iPad.
2. Tap  for iPhone.

If your system administrator has enabled this feature, you can initiate a file transfer during a chat session.

1. Select the  button on the chat window.
2. Select the file type from the provided options.
3. Select the file from the device.

• • Note: Files can be stored on the device or captured at the time of transfer for pictures and video.

4. Wait for the file to transfer.

If your system administrator has enabled file transfer, you can receive files from a chat participant.

1. Select Accept when prompted.
2. Wait for the file transfer to complete.

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.
   Note: If you want to start a group chat with the contacts in a group in your contact list, press and hold the group contact header.
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. From your contact list, press and hold the group header of the group that you want to IM.
2. Tap Send Broadcast Message. The Send Broadcast Message dialog displays.
3. Enter your message in the text box. If you want to add more people to the broadcast message, you can search for them in the To field and add them. You can also remove contacts in the To field who you don’t want to send the broadcast IM.
4. Tap Send.

Cisco Jabber uses low-bandwidth mode to optimize the audio for low-bandwidth networks. This may improve call quality for VoIP calls.

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

To use low-bandwidth mode, ensure that your administrator has set up the system to handle calls between devices that use different codecs.

1. On the Settings screen, under Call, tap Audio and Video.
2. Under Audio, set Low Bandwidth Mode to off.

• • Note: If you call a device that does not support the same low-bandwidth codec you may experience one of the following problems:
    • You cannot hear audio.
    • The call is immediately disconnected.

If you want to set a different ringtone other than those available on your iPhone or iPad, you can set the Cisco Jabber ringtones.

1. On the Settings screen, under General, tap on Sounds.
2. Tap Ringtone and select the ringtone of your choice. The ringtone plays when you receive an incoming call.

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
  • Problem Reporting Notice
  • Strong Encryption Notice
  • Usage and Error Tracking

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.

Important: To save battery power and storage space, tap Detailed Logging to turn it off after you no longer need it.

Chat controls

Button	Description
	Show emoticons.
	Add participants in a group chat.
	View all the participants in group chat.
	View more options. This menu allows you to transition your chat to a call or a Cisco WebEx meeting.Note: This button is for iPhone only.
	Show keyboard.Note: This button is for iPhone only.

By default, Cisco Jabber uses standard status icons. Users who cannot distinguish colors can set the app to use accessible status icons, which are monochromatic and use symbols to show status.

Standard Icon	Accessibility Icon	Description
		Available
		Away
		Do Not Disturb
		Offline

To use accessible status icons, go to Settings > Display and turn on the Accessibility Icons switch.

Before you begin:

1. Check if iOS 9 or later is on your iPhone.
2. Check if watchOS 2 or later is on your Apple Watch.
3. Check if Cisco Jabber for iPhone and iPad is on your iPhone.

When you are setting up the third-party apps on your Apple Watch, you can select either Install All or Choose Later.

• If you select Install All, all the Apple Watch compatible apps on your iPhone including Cisco Jabber are synced with the Apple Watch automatically.
• If you select Choose Later, you need to sync the third-party apps on your iPhone with the Apple Watch manually. To sync Cisco Jabber on your iPhone with your Apple Watch manually, follow the next steps.

1. Tap the Watch app on your iPhone.
2. Browse to the Cisco Jabber app and download it on your iPhone.
3. Tap the My Watch tab.
4. Tap Show App on Apple Watch to turn it on.

1. Open the Watch app on your iPhone and tap the My Watch tab.
2. Browse to the Cisco Jabber app and tap it.
3. Tap Show App on Apple Watch to turn off the Cisco Jabber app on your Apple Watch.

Before you begin:

• Check if your iPhone and Apple Watch are paired and synced.
• Check if your account has phone services enabled.

1. Tap  on the Home screen of the Cisco Jabber app to view calls in the Recents list.
2. Rotate the Digital Crown to view the recent calls in your call log.
3. Tap the contact you want to call back.

Before you begin, check if your iPhone and Apple Watch are paired and synced.

1. Tap  on the Home screen of the Cisco Jabber app to view new messages.
2. Rotate the Digital Crown to scroll through the list of received messages.
3. Tap the conversation that you want to reply to.
4. Tap Reply.
5. You can send a reply in one of the following ways:

• • Tap the response that you want to send.
  • Tap the emoticon that you want to send.
  • Tap  to use Siri to send your response.

Before you begin, check if your iPhone and Apple Watch are paired and synced.

1. Tap on the Home screen of the Cisco Jabber app.
2. Tap one of the options to set your availability status.

If you cannot sign in, try the following troubleshooting tips.

1. Check that you are using a supported device and operating system.
2. Check if you have the access right to your corporate network from noncorporate Wi-Fi networks.
3. If you have the access right to your corporate network from noncorporate Wi-Fi networks, contact your system administrator to check if your collaboration edge environment has been setup properly.
4. If you have the access right to your corporate network from noncorporate Wi-Fi networks, check that your VPN is connected (if VPN is required). If your VPN is not connected, contact your system administrator.
5. If you are using Phone Services, check the network connection between your device and the corporate network as follows:
   1. Open your Internet browser.
   2. Try to access the administration pages for your corporate calling system by entering the following URL in your Internet browser:
      

      https://cucm-bby-pub.bcit.ca/ucmuser

   3. If you cannot access the administration pages for your corporate calling system, try again from a different network access point. If you still cannot access the administration pages for your corporate calling system, contact your system administrator to find out if there is a network issue.
6. If you are using Cisco Unified Communications Manager IM and Presence Service Service Release 9.1 or earlier, check that you can sign in with your user account as follows:
   1. Enter the URL using the following format: https://cucm-bby-pub.bcit.ca/ucmuser.
      If you cannot access the server, contact your system administrator to find out if there is a network issue.
   2. Sign in with your BCIT ID and password.
      If the sign-in fails, please confirm your username and password with your system administrator.
7. If you are using Cisco Unified Communications Manager IM and Presence Service Service Release 10.0, check that you can sign in using your user account as follows:
   1. Enter the URL using the following format: http://ccm server name/ccmuser.
      If you still cannot access the server, contact your system administrator to find out if there is a network issue.
   2. Sign in with your username and password.
      If the sign-in fails, please confirm your username and password with your system administrator.
8. If you are using Cisco Unified Communications Manager IM and Presence Service Service, check the network connection between your device and the server as follows:
   1. Open a ping utility to ping the Cisco Unified Communications Manager IM and Presence Service server.
   2. Enter the Fully Qualified Domain Name of the server in the following format: presence server name.domain.com
      If you cannot ping the server, contact your system administrator.

Problem: I cannot see photos for Cisco Jabber contacts.

Solution: Try the following:

1. In Cisco Jabber, 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: The availability status icons are grey and not coloured.

Solution: In Cisco Jabber, tap Settings > Display > Accessibility Icon and turn off this setting.

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. On the iPhone home screen, tap Settings > Phone > Show my 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.

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

Solution: Contact your system administrator to check that your multi control unit settings are set up properly for your Phone Services account.

Problem: When I make Dial via Office (DvO) calls, the person I call receives a call from my voicemail system or a different number.

Solution: When you place a DvO call, the person you call can receive a call from your voicemail system or a different number in the following cases:

• Your mobile voice network connection is weak. To prevent this issue, check that you have a strong mobile voice network connection before you place a DvO call.
• You set up your DvO Callback Number with a phone number that is different than your mobile phone number. To prevent this issue, change your DvO Callback Number to your mobile phone number in the Cisco Jabber settings.
• You do not answer your callback in time and your device is set up with voicemail.

Problem: When making Cisco Jabber VoIP calls using VPN over a Wi-Fi network, the calls drop after several seconds.

Solution: Check the following:

• Check that the VPN client is supported.
• Check your data network signal. If you are using Cisco Jabber over your mobile data network, your connectivity and call quality can vary considerably. If the issues persist, disable mobile data network connectivity. In Cisco Jabber, tap Settings > Call > Audio and Video. Tap the Mobile Data Network switch to turn it off.

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

Solution: Check the following:

• Weak wireless signal: Check the bars on your 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.
• Mobile data network connectivity: If you are using Cisco Jabber over your mobile data network, your connectivity and call quality can vary considerably. If the issues persist, disable mobile data network connectivity. In Cisco Jabber, tap Settings > Call > Audio and Video. Tap the Mobile Data Network switch to turn it off.
• 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.

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

Solution: Check that the VPN client is supported.

Problem: While on a call using a headset, you 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: Audio disappears on my Cisco Jabber VoIP call when I get an incoming call to my native phone app.

Solution: If you are already on a Cisco Jabber VoIP call when a new mobile call arrives to your native phone app, Cisco recommends that you decline the new call:

1. Tap Decline.
2. Tap Resume to resume your Cisco Jabber VoIP call.

When you receive an incoming call to your native phone app, the native phone app automatically disables the microphone for all other applications including Cisco Jabber.

You do not have enough time before the microphone is disabled to inform your current caller that you need to take another call. If you decline the new call and then resume your Cisco Jabber VoIP call, your current caller can hear you again. If you accept the new call, you cannot return to your Cisco Jabber VoIP call until you end the native phone call.

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

Solution: Contact your voicemail administrator for assistance. Your voicemail administrator can verify the settings on the server or reset your password for you.

Problem: You cannot see some visual voice messages when You’re 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 your device drains faster when you 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. Keep it disabled otherwise. In Cisco Jabber, tap Settings > Problem Reporting. 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: You cannot see the Cisco Jabber app on your Apple Watch after installation.

Solution: In the Watch app settings, ensure Show App on Apple Watch is turned on.

Problem: You cannot make calls from the Cisco Jabber app on your Apple Watch.

Solution:

• Ensure your watch is connected to your iPhone.
• Ensure Phone Services is enabled for your account.

Problem: Cannot send messages from the Cisco Jabber app on Apple Watch.

Solution:

• Send a problem report.
• Reinstall the Cisco Jabber app on Apple Watch.

Problem: Not receiving notification for calls or IMs.

Solution:

• Ensure your iPhone is locked.
• Ensure you have watchOS 2 installed on Apple Watch.