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Cisco Jabber UC FAQs

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We will continue to update these FAQs as more questions are received. If your question isn't answered here, please contact the IT Service Desk at help.ucsf.edu, or ask your colleagues on the Office 365 Team.

Which operating systems are supported by the Cisco Jabber UC client?

At this time, the Cisco Jabber client 12.9.4 is available for the following operating systems:

  • Apple MacOS Sierra 10.12 or later
  • Microsoft Windows 10
  • Android OS Marshmallow 6.0 or later
  • Apple iOS 11 or later

Are all Cisco Jabber UC features included in my account?

  • All accounts are configured with instant messaging (encrypted chat) and presence.
  • Jabber as a softphone for audio capability is available on demand by opening a ticket with the IT Service Desk.

Does Cisco Jabber UC work the same on different platforms and devices?

  • Cisco Jabber UC works the same across platforms and any other devices, except for the Meetings option on the Mac client.
  • From a remote location, Cisco Jabber UC clients for Microsoft Windows and Apple Macintosh require connection with Pulse Secure.

How can I troubleshoot Jabber contact search and audio/video calls issues?

If, when trying to make an audio/video call, (1) you're having issues searching contacts on your Jabber client search bar or (2) you're unable to see the phone icon next to a contact:

  1. Click on the Settings wheel on the top right of your Jabber client.
  2. Go to Help, then click on Show Connection Status (Help>Show Connection Status on Mac Client)
    Cisco Jabber Connection Status
  3. Ensure that you have a green checkbox next to the Softphone, Presence and Directory sections. (Softphone service is responsible for Jabber client's audio/video capability, and Directory service allows you to search contacts within UCSF. 
CiscoJabber UC Softphone Connection
  1. To fix either issue, you can sign out from the client, then sign back in.
  2. If the issue persists, contact the IT Service Desk at 415-514-4100 or open a ticket online at http://help.ucsf.edu.

Note: Jabber Reset will reset to the default configuration, deleting all your custom preferences as well as your Chat/Phone history. Once reset, it cannot be reverted.

 

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