Cisco Jabber for Android 11.0 User Guide

Transcription

1 Cisco Jabber for Android 11.0 User Guide User Guide 2 New and Changed Information 2 Get Started 2 Profile and Status 6 Calls 7 Contacts 12 Meetings 13 Voice Messages 15 Chat 16 Settings 18 Troubleshoot 21

2 Revised: September 17, 2015, User Guide New and Changed Information This document describes about new and changed features for Cisco Jabber for Android 11.0 and 11.1 releases. Description of Change Added make Jabber to Jabber call feature Added set Android device ringtone for Cisco Jabber call feature Updated set up the private telepresence bridge feature Date September 18, 2015 September 18, 2015 September 18, 2015 Where Documented Make a Jabber to Jabber call, on page 11 Set Android Device Ringtone for Cisco Jabber Call, on page 11 Set up the Private Telepresence Bridge, on page 13 Get Started Set Up Cisco Jabber Prepare for Setup After you download Cisco Jabber for Android from Google Play and install it, get your sign-in method and account information from your system administrator. Note Your organization may not support all of the features that are discussed in this document. Contact your system administrator for more information. 2

3 Set up with URL Step 4 Step 5 Step 6 Step 7 On your Android device, tap the setup URL that your administrator provided. After Cisco Jabber opens, read the end user license agreement and terms of service, and then tap Accept. Review the In Cisco Jabber screens, and then tap Get Started Now. Enter your username. Enter your password. Tap Sign In. If prompted to validate your server certificates, contact your administrator to verify that you should accept the certificates. After you sign in, Cisco Jabber opens. Set Up Using Simple Sign-In Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 Open Cisco Jabber. Read the end user license agreement and terms of service, and then tap Accept. Review the In Cisco Jabber screens, and then tap Get Started Now. Enter your username and domain in the following format: [email protected]. Tap Continue. If prompted to validate your server certificates, contact your administrator to verify that you should accept the certificates. If prompted, enter your password. Tap Sign In. If prompted to validate your server certificates, contact your administrator to verify that you should accept the certificates. After you sign in, Cisco Jabber opens. Manually Set Up Cisco Unified Communications Manager IM and Presence Service If your username and domain are not recognized by Cisco Jabber, then you must enter the account information manually. 3

4 Step 4 Step 5 Step 6 Step 7 Step 8 Step Open Cisco Jabber. Read the end user license agreement and terms of service, and then tap Accept. Review the In Cisco Jabber screens, and then tap Get Started Now. Tap Advanced settings. In the Connect to server drop-down list, select Manually. In the Select account type drop-down list, select CUCM IM and Presence. In the Server information field, enter the presence server address that your administrator provided. Tap OK. Enter your username and domain in the following format: [email protected]. Tap Continue. Enter your password. Tap Sign In. If prompted to validate your server certificates, contact your administrator to verify that you should accept the certificates. After you sign in, Cisco Jabber opens. Manually Set Up Phone Services Only If your username and domain are not recognized by Cisco Jabber, then you must enter the account information manually. Step 4 Step 5 Step 6 Step 7 Step 8 Step Open Cisco Jabber. Read the end user license agreement and terms of service, and then tap Accept. Review the In Cisco Jabber screens, and then tap Get Started Now. Tap Advanced settings. In the Connect to server drop-down list, select Manually. In the Select account type drop-down list, select Phone Services Only. In the Server information area, enter the TFTP and CCMCIP server addresses that your administrator provided. Tap OK. Enter your username and domain in the following format: [email protected]. Tap Continue. Enter your password. Tap Sign In. If prompted to validate your server certificates, contact your administrator to verify that you should accept the certificates. After you sign in, Cisco Jabber opens. 4

5 Certificate Validation 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 Voic 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. Voic An invalid certificate notification will be shown. You can sign in to Cisco Jabber but you cannot access the Voic service. You must sign out of Cisco Jabber and then sign back in to view the certificate validation message again. Verify Certificates In order for Cisco Jabber to work correctly, you may have to trust up to six certificates. 5

6 When the Certificate Verification dialog box appears saying that you need to Verify Certificate, tap either the Decline or Accept button. Tap Continue. Profile and Status Turn on Accessibility Icons 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. To use accessible status icons, tap Settings > Display. Turn on the Accessibility Icons switch. Standard Icon Accessibility Icon Description Available Away Do Not Disturb Offline Edit Your Profile Photo Select your user profile. Select your profile picture. Select a photo stored on your device or take a new one. 6

7 Share Your Location Select the Status window. 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. Calls Phone Services Accounts 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. Table 1: Comparison of VoIP and DvO Call Behavior Networks used Maximum number of calls at a time In-call features (such as hold or conference) Incoming calls Outgoing calls VoIP Wi-Fi or mobile data networks Two Only one call is active at a time; the other is automatically placed on hold. Available Open in Cisco Jabber Cisco Jabber immediately dials the number that you enter DvO Mobile voice network One Not available Open in the native phone application Cisco Jabber calls you back before dialing the number that you enter 7

8 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. Table 2: Call Settings If your account is... Video enabled DvO not enabled DvO enabled You can modify these Cisco Jabber settings... Send Automatically Use this setting to turn automatic video for calls on and off. Mobile Data Network Use this setting to automatically turn video on or off when you use a mobile data network. Note Cisco Jabber does not display these video settings during a video call or if you turn on low-bandwidth mode. Low-Bandwidth Mode Use this setting to optimize audio if you make VoIP calls while you are connected to a low-bandwidth network. Calling Options Specify whether you want Cisco Jabber to always make VoIP calls, always make calls with your mobile voice network, or automatically select the call method based on your network connection. Low-Bandwidth Mode If you select a calling option that uses VoIP, Cisco Jabber displays the low-bandwidth mode setting. Use this setting to optimize audio if you make VoIP calls while you are connected to a low-bandwidth network. Make a Call on a Tablet 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 address, such as [email protected] then tap Call or tap for more choices. In-Call Features Call Park 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. Conference Calls 1 From the in-call view, tap. 2 Tap Conference. 8

9 3 Follow one of these steps: a b 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. Hold and Resume Calls 1 From the in-call view, tap. 2 Tap Hold. 3 To resume the call, tap Resume. Merge Calls 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. Move a Call to a Mobile Network 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. Show Call Statistics 1 From the in-call view, tap. 2 Tap Call Statics. Toggle between Calls When you are connected to two Internet calls, only one call is active at a time; the other is automatically placed on hold. 1 Tap the red bar to toggle between the two calls. 9

10 Transfer a Call 1 From the in-call view, tap. 2 Tap Transfer. 3 Follow one of these steps: a b Enter a phone number and select Call. Enter a name or video address, and tap an item in the search results. Control Far End Camera In calls that support far-end camera control, you can adjust the far-end camera to give you a better view during video calls or you can control the conference layout of cameras. A Show Far End Camera Control icon is displayed in your call if the far-end camera is enabled for control. When you select the icon, depending on the way that the call is connected, you can either use it to move the far-end camera or change the conference layout of video screens. If you call a unit or person directly that has a device with a controllable camera, you can control the far-end camera even if multiple people call into that device at one time. However, if you call a bridge, then you can only control the conference layout by selecting how you want the various cameras to be displayed on your conference call. Before You Begin Ensure that the system you are calling supports far-end camera control (FECC). The feature must be enabled by your video conference administrator. After you have started a video call, select the Show Far End Camera Control icon. Use the pan, tilt, and zoom button to control the call. For direct calls to devices, use the controls to pan the camera left or right, tilt the camera up or down, and zoom the camera in and out. For calls to bridges, use the controls to select the conference layout that you want to use. Option Description Tilt up Tilt down Pan left Pan right Zoom in Zoom out Up arrow key Down arrow key Left arrow key Right arrow key + sign - sign 10

11 Make a Jabber to Jabber call You can make a voice and video call from your Cisco Jabber account to another Cisco Jabber user, without registering in Cisco Unified Communications Manager. Jabber to Jabber voice and video calling allows you to make calls between two Jabber clients. However, there are some differences in using Jabber to Jabber call: You can make a Jabber to Jabber call with only one contact at a time. When you are on a Jabber to Jabber call, if you call another contact your ongoing call will end. When you start a Jabber to Jabber call with a contact and your contact starts a Jabber to Jabber call with you at the same time, your call is automatically connected and you will not get any incoming call notice. When you are on a mobile call, you cannot answer any Jabber to Jabber call. The incoming Jabber to Jabber call is listed as a missed call. When users are on a Jabber to Jabber call and they receive an incoming mobile call, then Jabber to Jabber call ends immediately when users answer the incoming mobile call. Before You Begin This feature must be enabled by your system administrator. On the Contacts screen tap a contact picture. This displays the contact details. From the contact details tap the contact name. This displays the Profile screen. On the Profile screen tap Jabber Call option to make a call. Set Android Device Ringtone for Cisco Jabber Call On the Settings screen, tap the Sounds option. Turn off the Use Cisco Ringtone option. Cisco Jabber uses Android device ringtone that is set for phone calls for Cisco Jabber calls. 11

12 Contacts Add a New Contact Group Cisco Jabber for Android lets you add new group from chat applications. On the Contacts screen, tap drop-down menu icon. Tap on Add Group. If you cannot create a new contact group, ask your system administrator for help. Add Directory Group Directory groups are maintained by your administrator for your enterprise. When you add a directory group to your Contacts list, then the list of people assigned to that directory group are automatically added to the group in your contacts. You do not have to maintain the list because it synchronizes automatically with the directory for your enterprise, meaning that people are added and removed from the group in your Contacts whenever the administrator adds or removes them from the enterprise directory. You can remove a directory group from your contacts list at any time. If the directory group is larger than 100 people, then no presence is displayed for anyone in that group. Before You Begin Your system administrator must enable this feature. If you cannot add directory groups, contact your system administrator for help. Step 4 On the Contacts screen, tap drop-down menu icon. Tap on Add Directory Group. Important You cannot add more than 1000 contacts in your Contacts list. Enter the group name you want to add in the Add Directory Group. Note If you do not have the search capability, then the directory group name must be provided to you by your administrator. Tap Done. All the contacts in the directory group are added to your contacts list. Remove Contact Group Cisco Jabber for Android lets you remove an existing contact group from the application. 12

13 Your system administrator must enable this feature. If you cannot remove a contact group, ask your system administrator for help. On the Contacts screen, tap and hold the contact group you want to remove. Tap Remove Group to remove the contact group. Meetings Set up the Private Telepresence Bridge You can use the private telepresence bridge for conference calls when you are not using the Cisco WebEx meeting client. Note If Collaboration Meeting Room is enabled for your account, you cannot set up the private telepresence bridge. Step 4 On the Settings screen, tap Conference Bridge. Turn on the Use My Conference Service option. If Collaboration Meeting Room is enabled and conference bridge is configured by your system administrator, then Use My Conference Service option is enabled by default. Enter your bridge conference number and pin number (optional). If conference bridge number is configured by your system administrator, then you cannot configure the Number option. However, you can enter the Host Pin and the Guest pin number. Tap Apply. The private telepresence bridge is set for making conference calls. Escalate a Group Chat to Collaboration Meeting Room When you are in a group chat, you can initiate a conference call with all participants in the group chat. Before You Begin The Cisco WebEx client version 8.0 or higher is installed and configured for conference call. Access to Collaboration Meeting Room is enabled for your account. 13

14 Note If the Collaboration Meeting Room access is not enabled, but the private telepresence bridge settings are configured for conference call, you can still make conference calls using the telepresence bridge number. Ensure you install the Cisco WebEx client before installing Cisco Jabber for Android. For Android phones, tap on the drop-down menu icon in the Group Chat window. Invite your participants to the conference call. a) For mobile phones, tap Start Conference to start a conference call or tap Meet Now to start a meeting. b) For tablets, tap to start a conference call or to start a meeting, at top right corner of group chat window. You are connected to the conference call and your participants are sent an invitation to join the conference. Start an Instant Meeting Using my Personal Room Before You Begin The latest version of Cisco WebEx client is installed and configured for conference call. Cisco WebEx setting is configured to use Personal Room for all your instant meetings. Select one or more contacts. Tap on the drop-down menu icon. You can use either of the following options: a) Tap Start Conference Call to invite your participants to the conference call. b) Tap Meet Now to invite your participants to the Cisco WebEx meeting. You are connected into your personal room and your participants are sent an invitation to join your conference call or Cisco WebEx meeting. 14

15 Voice Messages Voice Message Icons Table 3: Voice Message Icons Icon Description Unread message Important message Secure message Private message Reply to a Voice Message Call a Contact Back On the Voice Messages screen, tap the voice message to view the message details. On the voice message Details screen, tap. If using Dial via Office (DvO), follow these steps: a) Tap Answer to accept the call. b) 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 Voic account is set up with the visual voic feature. On the Voice Messages screen, tap the voice message username to view the message details. Tap the text message to reply. 15

16 Chat Start a Chat You can use this procedure if your Voic account is set up with the visual voic feature. On the Voice Messages screen, tap the voice message username to view the message details. On the voice message Details screen, tap. Start a Group Chat 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. Step 4 Step 5 You can start a group chat either from the Chats screen or by opening a chat window with a participant of the group chat. If you have opened a chat window, tap and then tap to add participants. If you are on the Chats screen, tap on. In the To: search area, enter the name of the contact that you want to add to the group chat. Tap Topic to specify the topic for group chat. Tap Done. Make a Call during a Chat Session Within a chat conversation, tap. Tap the number that you want to call. If using Dial via Office (DvO), follow these steps: a) Tap Answer to accept the call. 16

17 b) 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. Start a Cisco WebEx Meeting during a Chat Session To start a WebEx meeting during a chat conversation: On your phone select Menu > WebEx Meeting. 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. Follow the prompts to connect and attend the meeting. View Your Chat History You can use this procedure to view previous chat messages with a contact if your system administrator has enabled this feature. In an active chat conversation, swipe down to load any earlier messages. If there are many earlier messages, swipe down again to scroll through the messages. Transfer Files 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. Select the Plus icon in the bottom right corner of a chat window. Select the file that you want to transfer from your device. Select Open. 17

18 Settings Access Settings 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. Set Low-Bandwidth Mode 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. On the Settings screen, under Call, tap Audio and Video. Turn the Low-Bandwidth Mode setting on or off. Set Calling Options Before You Begin This procedure applies to phone services accounts that have the Dial via Office (DvO) feature enabled. 18

19 On the Settings screen, under Call, tap Calling Options. Select an option. Option Description Voice over IP Mobile Voice Network Autoselect Always make VoIP calls over mobile data networks or Wi-Fi networks. 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. 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. 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). If not, see the next topic. What to Do Next Add an Alternate Dial via Office Callback Number, on page 19 Add an Alternate Dial via Office Callback Number When you use DvO, the corporate calling system calls you back to start all calls. The DvO callback number is usually your mobile phone number. Step 4 On the Settings screen, under Call, tap Calling Options. In the DvO Callback Number section, tap Use alternate number. Enter the alternate DvO callback number. Tap Save. 19

20 Change Alternate Dial via Office Callback Number Step 4 On the Settings screen, under Call, tap Calling Options. Tap the alternate DvO callback number. Enter a new alternate DvO callback number. Tap Save. View Notices and Disclaimers On the Settings screen, under Help, tap About. Tap Notices and Disclaimers. Tap one of the following options to see the related content: Emergency Number Notice Open Source Notice Strong Encryption Notice Usage and Error Tracking Send Feedback to Cisco On the Settings screen, under Help, tap Send Feedback to Cisco. Select whether usage data will be collected using the Collect Usage Data field. Select Survey if you wish to take a survey about the application. 20

21 Troubleshoot View User Guides On the Settings screen, under Help, tap User Guides. Tap one of the following options to see the related content. Option Description Quick Start Video Quick Start Guide User Guide Video tours of the features and benefits of Cisco Jabber. Instructions to help you sign in to Cisco Jabber for the first time and use a few key features. Detailed instructions to help you use Cisco Jabber. Send Problem Report Use this procedure to send a problem report using Cisco Jabber settings. Tip You can also send a report by tapping the Send problem report link in an error message. Before You Begin Note The voice and video quality of calls depends on your Wi-Fi or mobile data network connection. Set up an application on your device. Obtain the address for problem reports from your system administrator. Step 4 On the Settings screen, under Help, tap Problem Reporting. If you can reproduce your problem, tap the Detailed Logging switch to turn it on. Reproduce the problem. Tap Send Problem Report. Cisco Jabber opens your application with a new message that contains a prefilled subject line and attached log files. 21

22 Step 5 Enter a description of the problem in the body of the message and send it to your system administrator. Tip Include the time that the problem occurred. Check your Recents list to find that time. What to Do Next Important To improve performance, save battery power, and limit the use of storage space, tap the Detailed Logging switch to turn it off after you no longer need it. Sign-In Issues If you cannot sign in, try the following troubleshooting tips. Step 4 Step 5 Step 6 Check that you are using a supported device and operating system. For information about supported devices and operating systems, see the Cisco Jabber for Android Release Notes for your release. Check that you are using the correct release of Cisco Jabber for Android. You can download the latest release of Cisco Jabber for Android from the Google Play Store. Check that your VPN is connected (if VPN is required). If your VPN is not connected and you are not using Expressway Remote and Mobile Access, contact your system administrator for configuration details. If you are using HTTP basic SAML SSO authentication and the login fails when switching users with the Reset Jabber functionality: a) Reset Jabber b) Force Quit the application fully in Android OS c) Log in If you are using Phone Services, check the network connection between your device and the corporate network as follows: a) Open your Internet browser. b) Try to access the administration pages for your corporate calling system by entering the following URL in your Internet browser: _communications_manager_node_name_or_ip_address/ucmuser. Contact your system administrator if you do not have the address for your company's Cisco Unified Communications Manager node. c) 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. If you are using Cisco Unified Communications Manager IM and Presence Service, check the network connection between your device and the node as follows: a) Open a ping utility to ping the Cisco Unified Communications Manager IM and Presence Service node. b) Enter the Fully Qualified Domain Name or IP address of the node in one of the following formats: presence_node_name.domain.com ip_address.domain.com 22

23 If you cannot ping the node, contact your system administrator. Step 7 Step 8 If you are using a tablet, contact your system administrator to ensure it has been set up for use. Some tablet services require additional configuration that may not have been performed. If you still cannot set up Cisco Jabber for Android, send a problem report to your system administrator. Certificate Issues Certificate Validation 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 Voic 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. 23

24 Voic An invalid certificate notification will be shown. You can sign in to Cisco Jabber but you cannot access the Voic service. You must sign out of Cisco Jabber and then sign back in to view the certificate validation message again. Failure to Register on Cisco Unified Communications Manager 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 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: HTC One M8 (Android OS 4.4.x) HTC One M7 (Android OS 4.4.x) HTC One Max (Android OS 4.4.x) Sony Xperia M2 (Android OS 4.3) Sony Xperia Z1 (Android OS 4.2 to Android OS 4.4 x) Sony Xperia ZR/A (Android OS to Android OS 4.4 x) Sony Xperia Z2 (Android OS 4.4.x) Sony Xperia Z2 tablet (Android OS 4.4.x) Sony Xperia Z3 (Android OS 4.4.x) Sony Xperia Z3 Tablet Compact (Android OS or later) Huawei Ascend G6 (Android OS or later) Huawei Ascend Mate 7 (Android OS 4.4.x) Sonim XP7 (Android OS 4.4.4) Xiaomi 4 (Android OS 4.4.x) Application Failure If Cisco Jabber for Android fails, we recommend that you clear the application data and force-stop the application before restarting. 24

25 Step 4 Step 5 Open the Android Settings application. Depending on your operating system, tap either Apps or Application manager. Tap Cisco Jabber. Tap Clear data. Tap Force stop. Connection Issues Lost Connection 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. Phone Services Does Not Automatically Connect 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. Contact Issues Cannot See Contact Photos 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. 25

26 Call Issues Cannot Send Calls to Mobile Network 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. Cannot Call 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. Cannot Start Video Conferences 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. Dial via Office Call Issues Problem When I make Dial via Office (DvO) calls, the person I call receives a call from my voic system or a different number. Solution When you place a DvO call, the person you call can receive a call from your voic 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 voic . Cannot See Video on Calls 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. 26

27 Cannot See Calling Options 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. Call Feature Issues 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: 1 From your Android home screen, tap Settings. 2 Tap either Apps. 3 Swipe to the left to list all installed apps. 4 Scroll down and tap the Phone app icon. 5 Ensure the Launch by Default option is set to off. Cannot Make Cisco Jabber Calls from the Android Phone App 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 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. Poor or Dropped Audio 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 OK, and then tap Answer. and then tap Move to Mobile. Tap 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. 27

28 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. 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. Cannot Hear Audio on Headsets 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. Background Music Does Not Pause or Resume 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. Cannot See Notifications 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. 28

29 Cannot See Held Calls when Using Shared Line 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). Voic Issues Voic Credentials Issues 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 voic account screen. To open the voic account screen, tap the voic account on the navigation drawer or tap the link in the associated error message. 2 Re-enter your username or password. 3 Tap Apply. Cannot View Some Voice Messages 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. Battery Issues Battery Drains Too Quickly 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. 29

30 Bluetooth Issues Bluetooth and Wi-Fi Interference 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. Cannot Answer or End Calls with Bluetooth Audio Device 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. Cannot Hear Incoming Call Ringtone on Bluetooth Audio Device 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 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. Cannot Switch Between Audio Devices when Device Rings 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. VPN Issues Call Issues 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. Dropped Call Issues 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. 30

31 Receiving Video Issues 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. Audio Issues 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. WebEx Issues WebEx Issues Problem Cannot log in to the WebEx meeting using Cisco Jabber. Solution Before installing Cisco Jabber, you must install the webex meeting client. 31

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