If this is your first time setting up Cisco Jabber Softphone on your personal device, please review the following article with step-by-step directions to set up your device:
If you are having problems with Cisco Jabber softphone, please use some of these quick tips to help you self service troubleshoot.
- Receive the message "We don't recognize your email address."
Please verify that you have entered your school district work email address. The email will be your firstname dot lastname @indianriverschools.org. For example, John Smith's email address would be firstname.lastname@example.org
- Receive the message "The username or password is not correct, or the user account is inactive."
Verify that you have entered your username and password in the fields. The username will not be your email address, if the email appears in the username fields, please erase and enter your username. The username will you lastname, first initial, and possibly a number if there are multiple users with a similar username. For example, John Smith's username would be SmithJ. The password is the same that you would use to login to your computer. If your password has expired, you will also get this message when trying to login. If your password has expired, you can use the self-service password reset tool (if you have already registered) or contact support to request a password reset.
- Receive the message "You cannot login outside of the corporate network."
Please verify that you have entered your school district work email address. If you are sure that your email is correct, please open a support ticket and an agent stating that you are having an issue with Jabber and you are getting the message that "You cannot login outside of the corporate network."
- Receive the message "Cannot connect to phone services."
If this it your first time connecting to Jabber and you get the "Cannot connect to phone services." error, please open a support ticket. There are no self-service tools for you to resolve this issue. If you were working preiouslly, try to reset Jabber.
- Video/Voice Quality / Call Dropping Issues
If you experience an issue with your voice quality, you may have an issue with your network. Try disconnecting from WiFi and use your cell carrier (or vise-versa). If you are using Android or iOS, you can also try turning on the "Low-Bandwidth mode" within your Jabber Audio and Video settings.
- Cisco Jabber shows the Wrong Number/ Receiving Calls from the Wrong Extention
Please open a support ticket. There are no self-service tools for you to change your extension number. In the ticket please provide the ext. that you should have associated with your account.
- iPhone/iPad - Incoming calls not ringing while app is not open
To ensure that you do not miss incoming calls, go to iOS Settings > Notifications Center and check that the Jabber Sound setting is turned on.