Cisco Jabber Phone

What is it?

• Cisco Jabber phone is the replacement for the Cisco IP Communicator softphone.

How to Access

• Log into Citrix.
  • If your Citrix version is the icloud, you no longer need to sign into VPN
• Double click the Cisco Jabber icon shown below.

• Click Sign in and enter your Windows credentials (i.e. the username and password you use to log into your computer)

Initial Setup

• In the upper right hand corner click . Then click Settings.

•  Select General from the left hand side of the Setting menu and check the box, entitled “Start Cisco Jabber when my computer starts.”

• Audio Settings:
  • Ringer/Alerts: should have All Devices selected.
  • Speaker: should have your HEADSET name selected.
  • Microphone: should have your HEADSET name selected.
  • Click radial button for “Keep using the current microphone or speaker”
  • Apply
  • Advanced

Make sure that the device you are wanting to use is at the top of each list.

If your device is not at the top of the list, find your devise and highlight, then click the Up arrow below until your device is at the top.

Once changes are made, click Apply then OK.

 

• Video Settings: Select the name of your camera and click OK.
• Calendar Settings: Select Microsoft Outlook and click OK.
• Calls Settings: Select Never start calls with video and click OK.

• Notifications Settings: Leave defaults as shown below.

• Your ringtone can be changed from the notifications as well.
  • Select your 7000 line and choose from a dropdown menu of ring tones.
  • Click to preview the ringtone.
  • Click Ok to enable the ringtone of your choice.

Hunt Group Log in/Log out

• On the left side of the main Jabber menu, click

• This brings up the 7050 Hunt group login
• For agents make sure you are logged out of this feature.
• For Group Leads, Supervisors, and Quality Team: follow the steps below to Log in and out of the Hunt Group as necessary.
  • Logged in Example:

• Logged out Example:

Inbound Calls

• When in Finesse Ready status, calls will present as shown below:
  • You will receive the popup message below and auto answer.
• The following screen will display for the duration of the call:

• When in Not Ready status, calls will present as shown below:
  • You will receive the popup message below and have the option to answer or decline.

Outbound Calls

• For outbound calls:
• If not already selected, click the calls function

• Click to bring up the number pad

• Dial 9 and then 1 plus the area code and phone number. Then press .

• For internal calls (within CBS):
• In the search or call field, begin entering name or extension of the person you need to call

• Once the name appears, click the green call button to call their extension.

• To call an employee’s company cell phone, RIGHT click on the green phone button.
  • Then hover over ‘Call’ and then click on the mobile number.

Recent Call History

• Recent call history can be found directly below the Search or call field.
  • Click to call a number found in the call history.

End a Call

• From the active call screen click

Place Calls on Hold

• From the active call screen click
• Then click Hold.

• To make an additional call, follow the appropriate outbound call procedure after placing the first call on hold.
• Once your outbound call is complete, and you are ready to rejoin the original call, from the call active screen click

Transfer Calls

• From the active call screen click
• Then click Transfer.

• Type in the person’s name or extension.

• Once the name appears, click the green call button to call their extension.

Conference Calls

• From the active call screen click
• Then click conference.

• Look for “Invite Participants” (under the speaker symbol) and either search for a name, extension, or a phone number (include area code).

• To call this person, either click on the name that comes up or hit enter.
  • This will also automatically put the first call on hold

• When you are ready to join the two calls, click the green join button .

• To add additional participants, follow the steps above one participant at a time.

• To remove participants from a conference, simply right click on their name or phone number and then click “Remove”.

Voicemail Setup

• Dial your extension from Jabber.
• Wait for voicemail to start playing and click * on Jabber number pad.
• Enter your PIN followed by the # key. (Your initial PIN is 1234)
• For initial setup, please change your PIN to your 4-digit extension when prompted.
• Press 4 for set up options
  1. To set up your voicemail greeting or edit it, press 1 and follow prompts.
  2. To set up or turn on your alternate (out of office) greeting, press 1. After listening to your main voicemail greeting, press 2 for alternate greeting setup. After that follow prompts.

Voice Mail Greetings

Standard Greeting (to be used when in the office)

You have reached the voicemail for (Name) with Carolina Biological Supply Customer Service. I am currently away from my desk or on another call. Please leave your name and number and I will return your call shortly. Thank you.

Out of Office Greeting

You have reached the voicemail for (Name) with Carolina Biological Supply Customer Service. I am currently out of the office, returning on (Date) at (time). If you would like to speak to someone now, please press zero now to connect with an available agent, otherwise I will return your call upon my return.   Thank you for calling.

 

Check Voicemail

• On the left side of the main Jabber menu, click

• The voicemail inbox will come up. Click on the voicemail you want.

• Click play to listen to the voicemail.

• You can click to restart the voicemail.

• Once you have listened to the message, click
  • This gives you the option to call back and/or delete the message.

• To pull up a more advanced menu option for voicemails
  • Simply right click on the chosen voicemail from your voicemail inbox

Troubleshooting

• Phone ringing from computer instead of headset:
  • Go to Settings and select AUDIO
  • Change the RINGER/ALERTS
    to your HEADSET instead of Speakers.
• Call audio coming through computer instead of headset:
  • Go to settings and select AUDIO
  • Change the Speaker
    to your HEADSET instead of Speakers.
• If you cant hear the customer or the customer cant hear you, Sign out of Jabber by clicking on the circle above the phone. Then click sign out. Wait a few seconds, then sign back in.