Softphones FAQ

Cisco Jabber

How do I set up my softphone?

To learn more about getting started with softphones, visit Softphones Support.

How do I begin using Jabber?

The ITS Telecommunications Analyst provides softphone credentials via an order placed on the Service Request System.

Can I use Jabber when I’m not connected to MWireless?

Yes. To use your softphone, you must be connected to MWireless or the UM-VPN (with a faculty, staff, or student profile, using "UMVPN - Only U-M Traffic").

Note: Softphone use is not available while using the Developer UM-VPN.
How do I fix my audio if it’s not working?
  1. Under Options (Windows) or Preferences (macOS), select Audio.
  2. Set the volume and device so that Ringer/Alerts, Speaker, and Microphone are enabled. You will need to select your headphones from the list.
Note: It’s strongly recommended that you make a test phone call before getting started to ensure everything is working properly.
Can I use my Jabber credentials on multiple devices?

Jabber credentials can be installed in more than one location, but can only be used in one location at a time.

Note: Credentials are not interchangeable between Windows and macOS (e.g., Windows credentials cannot be used on a macOS computer).
Why can’t I use all the features included with Jabber?

Calendar, photo ID, chat, and video capabilities are not available or supported at U-M.

Which type of headset is recommended by U-M?

We recommend headsets that are sold by ITS. You can find a list of these headsets on the ITS Equipment site.

Can I user Jabber on a mobile device?

ITS is no longer offering the ability to use mobile devices (iOS and Android) as a softphone solution. This is due to increasing issues with the service.

Cisco IP Communicator (Individual)

How do I set up my softphone?

To learn more about getting started with softphones, visit Softphones Support.

Can I use IP Communicator on a macOS machine?

No, it is only available for Windows machines.

Can I use IP Communicator when I’m not on MWireless?

Yes. To use your softphone, you must be connected to MWireless or the UM-VPN (with a faculty, staff, or student profile, using "UMVPN - Only U-M Traffic").

How do I fix my audio if it’s not working?
  1. Launch the Cisco IP Communicator softphone. Make sure the headset button light is on.
  2. Under Menu, select Audio Tuning Wizard.
  3. Follow the on-screen instructions to run the Audio Tuning Wizard.
Note: If you don’t hear anything during the Audio Tuning Wizard tests, unplug your headset, plug it back in, and retry this step.
  1. Finally, run the Dial tone test before getting started to ensure you have a dial tone. It is also recommended that you make a test phone call to ensure everything is working properly.
How do I start using the IP Communicator?

The ITS Telecommunications Analyst provides softphone credentials via an order placed on the Service Request System.

Can I use my IP Communicator credentials on more than one Windows machine?

Cisco IP Communicator credentials can be installed in more than one location, but can only be used in one location at a time.

Which type of headset is recommended by U-M?

We recommend headsets that are sold by ITS. You can find a list of these headsets on the ITS Equipment site.

Cisco IP Communicator (Contact Center)

How do I log in to the contact center at home using Cisco IP Communicator and Cisco Finesse?
Important: These steps must be performed in this order.
  1. Log in to the U-M VPN, choosing “UMVPN – Only U-M Traffic.”
  2. Launch the Cisco IP Communicator softphone. Make sure the headset button light is on.
  3. Under Menu, select Audio Tuning Wizard.
  4. Follow the on-screen instructions to run the Audio Tuning Wizard.
    Note: If you don’t hear anything during the Audio Tuning Wizard tests, unplug your headset, plug it back in, and retry this step.
  5. Run the Dial tone test before getting started to ensure you have a dial tone. It is also recommended that you make a test phone call to ensure everything is working properly.
  6. Finally, launch Cisco Finesse and log in.
I get the error “Device Not Accessible” - what do I do?

This is an ICD configuration issue. Contact the ITS Telecommunications Analyst at 734-763-2000 and select Option 4.

My VPN keeps disconnecting and my IP Communicator is stuck “registering” - what do I do?

A momentary “blip” during the day may occur while using various internet service providers. However, if this issue persists more than once or twice a day, we recommend closing out of everything on your computer and following these steps:

Important: These steps must be performed in this order.
  1. Log in to the U-M VPN, choosing “UMVPN – Only U-M Traffic.”
  2. Launch the Cisco IP Communicator softphone. Make sure the headset button light is on.
  3. Under Menu, select Audio Tuning Wizard.
  4. Follow the on-screen instructions to run the Audio Tuning Wizard.
    Note: If you don’t hear anything during the Audio Tuning Wizard tests, unplug your headset, plug it back in, and retry this step.
  5. Run the Dial tone test before getting started to ensure you have a dial tone. It is also recommended that you make a test phone call to ensure everything is working properly.
  6. Finally, launch Cisco Finesse and log in.

Additionally, visit www.speedtest.net to verify your internet ping, download, and upload speeds of your network connection.