Cisco Jabber

The Cisco Jabber client is a communications software that allows you to answer and make phone calls directly from your computer or mobile device. A physical desk phone is no longer required (although, you can continue to use one if that is your preference).

Please note that some documented functionality may change as we determine which features of Cisco Jabber will best serve the UVM community.

The Cisco Jabber service is only available to those who have already been migrated over from the Nortel phone system. You won’t be able to login to the Jabber client if you haven’t been migrated yet. This service is in the process of rolling out to more users.

To Request Cisco Jabber Service please submit a VeraSMART PHONE work order. Please note that you will need to connect to the Cisco AnyConnect VPN client in order to do this.

VeraSMART

All Voice Service Requests are Submitted by using our VeraSMART system. You must be an authorized user to submit a work order in VeraSMART. Once you have created your work order in VeraSMART, you will receive a work order number which you will need if you have any questions.

Installation & Sign-In

VPN Required for Initial Off-Campus Phone Server Connections

Be sure to connect to the UVM VPN using Cisco AnyConnect prior to initial setup and sign-in.

Closing and reopening Cisco Jabber uses cached credentials and server information – you should not require an active VPN connection outside of initial setup or sign-in. 

Windows

  1. Download the Cisco Jabber client from the UVM Software Portal.
    1. Alternatively, copy the installer to your computer from the shared drive location: \\files.uvm.edu\shared\software\Apps\Cisco Jabber Client\Windows\
      Click here for instructions on connecting to the Shared Drive.
  2. Once the download has completed, run the installer.
  3. When the installation has finished, click the    button and search for Jabber.
  4. Enter your UVM email address, then click Continue.
  5. Enter your UVM NetID and password, then click Sign In.

macOS

  1. Download the Cisco Jabber client from the UVM Software Portal.
    1. Alternatively, copy the installer to your computer from the shared drive location: cifs://files.uvm.edu/shared/software/Apps/Cisco Jabber Client/Mac/
      Click here for instructions on connecting to the Shared Drive.
  2. Once the download has completed, run the installer.
  3. When the installation has finished, open Jabber from your Applications folder, or by searching “Jabber” in spotlight search.
  4. Enter your UVM email address, then click Continue.
  5. Enter your UVM NetID and password, then click Sign In.

iOS

  1. Install Cisco Jabber from the Apple AppStore.
  2. Once installed, open the Jabber app.
  3. Tap ACCEPT.
  4. Swipe through intro screens, then tap GET STARTED. You should now be prompted to hit Allow on 5 permissions prompts. You must hit allow on these prompts for the app to have full functionality.
  5. Enter your UVM email address, then click Continue.
  6. Enter your UVM NetID and password, then click Sign In.

Android

  1. Install Cisco Jabber from the Google Play Store.
  2. Once installed, open the Jabber app.
  3. Tap ACCEPT.
  4. Swipe through intro screens, then tap GET STARTED. You should now be prompted to hit Allow on 5 permissions prompts. You must hit allow on these prompts for the app to have full functionality.
  5. Enter your UVM email address, then click Continue.
  6. Enter your UVM NetID and password, then click Sign In.

Get Started (Windows)

Select which devices are used for calls

By default, Jabber will use your desk phone for all calls even if you initiate the call using the Jabber application. To change this, follow the instructions below:

Click on the phone and call forwarding preferences icon at the bottom left of the main Jabber window.

If this setting has already been changed, it may appear as one of the following icons:

  • If you would like to use your computer for calls (and have incoming calls ring on both your computer and desk phone), select Use my computer for calls.
  • To use only your desk phone for calls, select Use my desk phone for calls.
  • To send all calls straight to voicemail, select Forward calls to Voicemail
  • To send all calls to a different phone number, select Forward calls to New number… then enter the extension for the UVM number you wish to forward calls to (e.g., 62604).
    Calls cannot be forward to non-UVM phone numbers.

Place a call

To place a long distance phone call:
Enter 80 + 1 + area code + phone number + 6-digit access code for long distance + #

To place an international call:
Enter 80 + 011 + country code + city code + phone number + 6-digit access code for long distance + #

To place a call to a UVM number:
Enter the 5 digit extension (e.g., 62604)

Check device settings before placing a call

By default, Jabber will use your desk phone for all calls even if you initiate the call using the Jabber application. This setting can be changed from the main Jabber window.

See Select which devices are used for calls (above) for more information.

Place a call using the search or call bar

  1. From the Search or call bar, type in either a phone number, name of an existing contact, or name of a user in the directory.
  2. Click the phone icon to place the call.

Place a call using the keypad

  1. Click the Calls icon.
  2. Select the keypad icon.
  3. Enter a phone number using the keypad.
  4. Click the phone icon to place the call.

Answer a call

When the Jabber application is running on your computer, incoming calls will display a notification on your screen. You can click Answer or Decline (Decline will send the call to voicemail).

Check device settings before answering a call

By default, Jabber will use your desk phone for all calls even if you click to answer the call using the Jabber application. This setting can be changed from the main Jabber window.

See Select which devices are used for calls (above) for more information.

Check your voice mail

  1. Click the voicemail icon .
  2. Press the play button to listen to a voicemail.
  3. To delete voicemail after listening either hit the Delete key on your keyboard, or right click on the message and select Delete from the list of options.
    You can also use this menu to return the call or perform other actions with the voicemail.

Add a contact

Add a contact from the UVM directory

  1. From the Search or call bar, type in the name of the UVM person you would like to add as a contact.
  2. Hover over the name of the person you are trying to add, then click the add contact icon .
    The Add New Contacts window should now pop up.
  3. Use the Add to: drop down menu to select the contact group to which you’d like to add the new contact.
    See Create a contact group for instructions on creating contact groups.
  4. Click Add.

Add a non-UVM contact

  1. Click the gear iconat the top right of the Jabber window and select File > New > Custom contact.
  2. Enter a phone number for the contact and any other information you want to include, then click Create.

Create a contact group

You can create groups for your contacts (e.g., My department, Project team, etc.) to organize your contacts. You can place contacts in multiple groups.

To create a new contact group:

  1. Click the gear iconat the top right of the Jabber window and select File > New > Group.
  2. Type in a name for the group in the Group name: field.
  3. Click Create.

Transfer a call

  1. Click the more call options icon in the active call window.
  2. Select Transfer. The current call will be put on hold.
  3. Type the name of the person or the phone number to which you want to transfer the call in the search box.
  4. Click the person you are trying to reach from the list of results or click the phone icon .
    This will start a call with the selected number.
  5. Click Transfer to complete the transfer.

Start a conference call

Start a conference call from contacts

  1. Select multiple contacts by holding Ctrl (Windows) or ⌘ (macOS).
  2. Right-click any of the selected contacts and select Start conference call.
  3. Once the call window opens, click the phone icon next to a participant’s name to call their number.
    The conference call will be put on hold when adding participants after the first caller has been connected.
  4.  When the participant picks up, the join icon will appear. Click the join icon to connect them and resume the conference call.

Add participants to an ongoing call

  1. Click the more call options icon in the active call window.
  2. Select Conference.
    The call will switch to the conference view.
  3. In the Invite participants bar, type in either a phone number, name of an existing contact, or name of a user in the directory.
    • For a number not found in your contacts or the UVM directory, hit enter and it will begin calling the number immediately.
    • For a number found in your contacts  or the UVM directory, select them from the list of results, then click the phone icon next to a their name to call their number.

    The conference call will be put on hold when adding participants after the first caller has been connected.

  4.  When the participant picks up, the join icon will appear. Click the join icon to connect them and resume the conference call.

Adjust ringer volume

  1. Click the gear iconat the top right of the Jabber window and select Options… from the resulting menu.
    The Preference window will pop up.
  2. Select Audio from the options on the right.
  3. Adjust the Ringer/Alerts slider as needed.

Change which audio devices on computer play ringtone

If calls are set to ring on your computer, they will ring on all audio output devices by default.

  1. Click the gear iconat the top right of the Jabber window and select Options… from the resulting menu.
    The Preference window will pop up.
  2. Select Audio from the options on the right.
  3. Under Ringers/Alerts select the audio device you want to play the ringer when receiving calls.
  4. Click Apply.

Change which audio devices are used for calls

These settings are for the audio devices/microphones connected to your computer. To use your desk phone for calls, see Select which devices are used for calls (above).

  1. Click the gear iconat the top right of the Jabber window and select Options… from the resulting menu.
    The Preference window will pop up.
  2. Select Audio from the options on the right.
  3. Select the audio devices you would like to use for calls under the Speaker and Microphone drop down menus.
  4. Click Apply.

Hunt Groups (for call centers)

To use a hunt group, it will need to have been set up previously with UVM Telecommunications.

To join a hunt group:

  1. Click the Hunt Group & Pickup icon .
  2. Click Log in.
    You should now be able to receive calls from the Hunt Group.

Get Started (macOS)

Select which devices are used for calls

By default, Jabber will use your desk phone for all calls even if you initiate the call using the Jabber application. To change this, follow the instructions below:

Click on the phone and call forwarding preferences icon at the bottom left of the main Jabber window.

If this setting has already been changed, it may appear as one of the following icons:

  • If you would like to use your computer for calls (and have incoming calls ring on both your computer and desk phone), select Use my computer for calls.
  • To use only your desk phone for calls, select Use my desk phone for calls.
  • To send all calls straight to voicemail, select Forward calls to Voicemail
  • To send all calls to a different phone number, select Forward calls to New number… then enter the extension for the UVM number you wish to forward calls to (e.g., 62604).
    Calls cannot be forward to non-UVM phone numbers.

Place a call

To place a long distance phone call:
Enter 80 + 1 + area code + phone number + 6-digit access code for long distance + #

To place an international call:
Enter 80 + 011 + country code + city code + phone number + 6-digit access code for long distance + #

To place a call to a UVM number:
Enter the 5 digit extension (e.g., 62604)

Check device settings before placing a call

By default, Jabber will use your desk phone for all calls even if you initiate the call using the Jabber application. This setting can be changed from the main Jabber window.

See Select which devices are used for calls (above) for more information.

Place a call using the search or call bar

  1. From the Search or call bar, type in either a phone number, name of an existing contact, or name of a user in the directory.
  2. Click the phone icon to place the call.

Place a call using the keypad

  1. Click the Calls icon.
  2. Select the keypad icon.
  3. Enter a phone number using the keypad.
  4. Click the phone icon to place the call.

Answer a call

When the Jabber application is running on your computer, incoming calls will display a notification on your screen. You can click Answer or Decline (Decline will send the call to voicemail).

Check device settings before answering a call

By default, Jabber will use your desk phone for all calls even if you click to answer the call using the Jabber application. This setting can be changed from the main Jabber window.

See Select which devices are used for calls (above) for more information.

Check your voice mail

  1. Click the voicemail icon .
  2. Press the play button to listen to a voicemail.
  3. To delete voicemail after listening either hit the Delete key on your keyboard, or right click on the message and select Delete from the list of options.
    You can also use this menu to return the call or perform other actions with the voicemail.

Add a contact

Add a contact from the UVM directory

  1. From the Search or call bar, type in the name of the UVM person you would like to add as a contact.
  2. Hover over the name of the person you are trying to add, then click the add contact icon .
    The Add New Contacts window should now pop up.
  3. Use the Add to: drop down menu to select the contact group to which you’d like to add the new contact.
    See Create a contact group for instructions on creating contact groups.
  4. Click Add.

Add a non-UVM contact

  1. Click Contacts > New Custom Contact… on the menu bar at the top of your screen.
  2. Enter a phone number for the contact and any other information you want to include, then click Create.

Create a contact group

You can create groups for your contacts (e.g., My department, Project team, etc.) to organize your contacts. You can place contacts in multiple groups.

To create a new contact group:

  1. Click Contacts > New Group… on the menu bar at the top of your screen.
  2. Type in a name for the group in the Enter a group name: field.
  3. Click OK.

Transfer a call

  1. Click the more call options icon in the active call window.
  2. Select Transfer. The current call will be put on hold.
  3. Type the name of the person or the phone number to which you want to transfer the call in the search box.
  4. Click the person you are trying to reach from the list of results or click the phone icon .
    This will start a call with the selected number.
  5. Click Transfer to complete the transfer.

Start a conference call

Start a conference call from contacts

  1. Select multiple contacts by holding Ctrl (Windows) or ⌘ (macOS).
  2. Right-click any of the selected contacts and select Start conference call.
  3. Once the call window opens, click the phone icon next to a participant’s name to call their number.
    The conference call will be put on hold when adding participants after the first caller has been connected.
  4.  When the participant picks up, the join icon will appear. Click the join icon to connect them and resume the conference call.

Add participants to an ongoing call

  1. Click the more call options icon in the active call window.
  2. Select Conference.
    The call will switch to the conference view.
  3. In the Invite participants bar, type in either a phone number, name of an existing contact, or name of a user in the directory.
    • For a number not found in your contacts or the UVM directory, hit enter and it will begin calling the number immediately.
    • For a number found in your contacts  or the UVM directory, select them from the list of results, then click the phone icon next to a their name to call their number.

    The conference call will be put on hold when adding participants after the first caller has been connected.

  4.  When the participant picks up, the join icon will appear. Click the join icon to connect them and resume the conference call.

Adjust ringer volume

  1. Click on the phone and call forwarding preferences icon /at the bottom left of the main Jabber window and select Open Call Preferences… from the resulting menu.
    The Calls Preferences window will pop up.
  2. Select the Audio/Video tab.
  3. Adjust the Ringer/Alerts slider as needed.

Change which audio devices on computer play ringtone

If calls are set to ring on your computer, they will ring on all audio output devices by default.

  1. Click on the phone and call forwarding preferences icon /at the bottom left of the main Jabber window and select Open Call Preferences… from the resulting menu.
    The Calls Preferences window will pop up.
  2. Select the Audio/Video tab.
  3. Under Ringers/Alerts select the audio device you want to play the ringer when receiving calls.
  4. Click Apply.

Change which audio devices are used for calls

These settings are for the audio devices/microphones connected to your computer. To use your desk phone for calls, see Select which devices are used for calls (above).

  1. Click on the phone and call forwarding preferences icon /at the bottom left of the main Jabber window and select Open Call Preferences… from the resulting menu.
    The Calls Preferences window will pop up.
  2. Select the Audio/Video tab.
  3. Select the audio devices you would like to use for calls under the Speaker and Microphone drop down menus.
  4. Click Apply.

Hunt Groups (for call centers)

To use a hunt group, it will need to have been set up previously with UVM Telecommunications.

To join a hunt group:

  1. Click the Hunt Group & Pickup icon .
  2. Click Log in.
    You should now be able to receive calls from the Hunt Group.

Intrado E911 Softphone Location Manager

The Intrado E911 Softphone Location Manager enables emergency 911 services to accurately identify the location of a caller using Cisco Jabber. This application consists of 911 Remote Location Manager (RLM) and Enterprise Softphone Locator (ESL).

On managed UVM computers, RLM and ESL are installed automatically

This is a forced install that occurs in the background silently.

They will only run when Cisco Jabber is also running.

The 911 Remote Location Manager (RLM) runs on both Windows and macOS operating system. It works in conjunction with the Cisco Jabber phone client to interact with and detect locations.

Turn off your wireless connection if using Ethernet

If you use an Ethernet connection (either directly or via a docking station), you must turn off your wireless connection. If you are connected with both Ethernet and Wi-Fi at the same time, the Intrado E911 system will not be able to accurately determine your location.

When working remotely, you’ll be prompted to add addresses to ensure your location is correctly identified for emergency situations. When working on campus, your location will be automatically identified via the ESL.

Enter your current address when working remotely

It is your responsibility to enter your current address when working remotely so that accurate location information can be conveyed to the E911 operator.

On Campus E911

On-campus VPN users should use the off-campus instructions

If you use the Cisco AnyConnect VPN client to connect to SSLVPN or SSLVPN2 while on-campus, the E911 software will assume that you are located remotely.

Please follow the off campus instructions instead.

When you use Cisco Jabber on campus on either a wired or wireless connection, the E911 Softphone Locator (ESL) works with the Remote Location Manager to automatically share your location with the 911 call center.

When you start Cisco Jabber while on campus and connected to the network, after a few minutes, your location will update. Your location may also update if you move to a different location on campus and connect to a different wireless access point or data jack.

When your location updates, you may see the following pop-up:

Click I Agree, and then you’ll see one of the following:

Location Updates Automatically

If you are On Campus, your location will update automatically after a few minutes. You do not need to do anything.

  • Your current location isOffice Location
    This indicates your location was successfully detected.
  • Your current location is: Enterprise Default
    This is the default location, indicating that ESL has not yet updated your physical location.
  • Your current location is: Office Location with WIFI CALLER.LOCATION UNKNOWN
    This indicates that ESL has not yet updated your wireless location.

Off Campus E911

The 911 Remote Location Manager (RLM) runs as a standalone application, but requires Cisco Jabber to interact with and detect locations. When working remotely, you should add or update your address to ensure your location is correctly identified for emergency situations.

Cisco AnyConnect VPN connections are assumed to be remote

If you use the Cisco AnyConnect VPN client to connect to SSLVPN.UVM.EDU or SSLVPN2.UVM.EDU while you are using Jabber, you will be prompted to enter your current location as though you were working remotely.

When RLM detects that you’re connecting to a new network, you’ll see a popup saying Your location is currently not set

Previously set locations

If this window shows a previously entered location and that location is correct, you don’t need to do anything and you can close the window.

Click I Agree, and then you’ll see one of the following:

  • There is no address configured for your current location
  • Your current location is: Office Location

To submit or update your address, click Set my Address or Edit my Location, enter your address, and then click Save.

Suggested changes

You may be prompted to adjust your entries based on address validation done by the E911 system. Suggested changes will be highlighted in yellow. If the corrections look right, click Save to accept the changes. Otherwise, edit the fields and try to Save again.

The location you entered should continue to show as your current location until a network change is detected.

RLM Certificate

When connected to Cisco Jabber remotely, if you are not connected to sslvpn(2) thru the Cisco AnyConnect VPN client, you may see the following prompt. Click OK to proceed.

Troubleshooting

Connection to Multiple Services failed error

This error is most often received by an off-campus user who is trying to sign into the Jabber client without being connected to the UVM VPN, but it may be caused in other events as well.

Use this guide for connecting to the Cisco AnyConnect client to connect to the UVM VPN, then try again.

It may take a moment for phone services to connect after connecting to the VPN.

Updated on October 28, 2022

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