Jabber Voice & Video FAQs

Table of contents

Jabber Voice & Video

Can I use the Jabber SDK softphone to sign in to multiple computers at the same time?

No. Signing in to multiple computers is currently not supported. For the softphone to function correctly, you must sign out on one computer before you sign in to another computer.

Can I use the softphone on multiple instances of a browser?

Yes. You can run the softphone on a maximum of three browser tabs.

Can I use a headset with the softphone?

Yes. However, you must first ensure that your headset is selected in the audio preferences of your operating system. If you use a headset plugged into a USB port, do not unplug it and then plug the headset in again. If you unplug and then plug a USB headset, the audio portion of your call will stop.

Can I have multiple conversations at the same time?

Yes. The Jabber SDK supports multiple conversations. You specify the number of simultaneous multiple conversations in the Directory Number configuration on Cisco Unified Communications Manager.

Can I use the softphone if I'm already using a similar type of phone on my computer?

Yes. You can use the Jabber SDK softphone with the following clients:

  • Cisco Jabber
  • Cisco Unified Personal Communicator
  • Cisco Unified Communications Integration for Microsoft Office Communicator
  • Cisco UC Integration for WebEx Connect
  • Cisco Unified IP Communicator

If you experience dropped calls or are unable to make a call, contact your administrator. In this situation, it is likely that a device conflict exists on Cisco Unified Communications Manager.

I'm on a call with someone who is using an analog landline. Why doesn't my call end when the other person hangs up?

Some phone companies do not pass the end-of-call message to Cisco Unified Communications Manager. As a result the Jabber SDK phone does not receive any event to indicate that the call ended. Instead, the Jabber SDK phone might receive a TempFail event. This issue has not been seen with external digital devices such as cell phones.

The wrong microphone sometimes gets selected. How can I control this?

It is not currently possible for you to select audio input and output devices. You can disable devices, such as a microphone, that you do not want to use through your computer's control panel. However, doing so disables that device for all applications. Direct control over audio and video devices will be available in a later release.

Why doesn't my headset microphone work for WebEx meetings when I use video?

Microphones on USB cameras take precedence over microphones on headsets if you turn on video for a WebEx meeting. This issue might also occur for other applications that reassign audio input devices.

 

When I lose network connectivity while on a call, why are some features disabled even after the call is recovered?

During a call, the Jabber SDK connects to the following on the network:

  • Cisco Unified Communications Manager
  • The other endpoint

The network connection to the other endpoint carries the audio on a media stream. If the media stream is lost and then recovered, the call continues as normal. However, if the connection to Cisco Unified Communications Manager is lost, it is not possible to perform call control activities other than ending the call. If either side of the call is on hold when the connection is lost, it is not possible to resume that call when the network is restored.

My phone periodically loses connectivity. It drops calls and prevents me from making calls every few minutes.

This issue is likely the result of another softphone using the same device as the Jabber SDK softphone on Cisco Unified Communications Manager. Contact your administrator to resolve this conflict.

Microsoft Windows

I get a "Tftp Fetch Error". I'm using Microsoft Windows and my Cisco Unified Communications Manager account is set up for the Jabber SDK.

The Microsoft Windows firewall, or other security product, might be preventing the browser process from communicating using TFTP. In the firewall, set Mozilla Firefox, Internet Explorer, Chrome and Safari as exceptions. Alternatively, disable the firewall. Contact your system administrator for assistance..

Mac OS X

Why can I get only one-way audio when I use Bootcamp to run Windows XP on my Mac?

The drivers you have installed might be causing this issue, particularly if you have experienced this issue with other phones on your computer in addition to Web Communicator. Upgrading from Bootcamp 3.0 drivers to Bootcamp 3.1 drivers might resolve this issue.

Can I plug and unplug my headset at any time?

No. The Jabber SDK softphone works if the headset is plugged in when the web page is loaded. If you plug the headset in, or unplug it, you can reload the page (using F5) and force the softphone to detect the new hardware setup.

How can I get my headset microphone, which is plugged in to my Mac microphone port, to work?

The Mac requires a powered microphone. As a result, headset microphones do not work when they are plugged directly into the Mac microphone port. However, you can use a USB adaptor for the microphone to avoid this problem. Before running the Jabber SDK softphone, plug in the USB adaptor and connect the microphone to it. Connect the headset jack to the line out port of the Mac. In the hardware section within the Mac system preferences, select Sound, and then select the Input tab, and then select the USB audio device in use.

How can I get the audio to work on my Mac when I'm using the Jabber SDK softphone over Cisco VPN?

The Cisco VPN client does not allow incoming RTP (audio) streams. Use the OSX native VPN client (available on OSX 10.6 and later), or switch to a VPN from a different vendor.

Browser Plugins

Mozilla Firefox

Can I use a plugin called IE-Tab that allows me to run Microsoft Internet Explorer inside a Mozilla Firefox tab?

No. Do not use the Jabber SDK softphone with the IE-Tab plugin.

Configuring IM and Presence

How do I enable IM and Presence in my application?

1. Change CAXL httpBindingURL to your own CUP server IP address. e.g. in

sample.html

jabberwerx._config.httpBindingURL = "[http://myserver:9080/caxl"

2. Modify the domain to be same as your CUP server's. The variables

jid

and

remoteJid

need to be changed in

sample.html

.

What CUP versions are supported?

CAXL 8.5 supports CUP 8.5 and higher versions.

Known Issues

Retrieval of held calls when in passive mode

If you place a call using web Communicator, place it on hold, and then resume on a desk phone, the phone call is said to be in passive mode and you will get 'Call Failed' if you attempt to make other calls in Web Communicator while the call is still active on the deskphone. Web Communicator is currently limited to supporting a single call and even though the call has been resumed on the deskphone, this call is still associated with Web Communicator. If you put the call on hold on the deskphone, you will be able to resume it again in Web Communicator.

Temp Fail behavior

When on a call, the error message "TempFail" signifies that the Jabber SDK softphone is no longer able to detect audio from the remote party. This is usually because of a network failure or a problem with the audio hardware on the remote end of the call. Under certain conditions (e.g. remote party doesn't have a microphone at all) the TempFail error should be raised from the start of the call, but sometimes this error isn't triggered.

iDivert

Invoking

endConversation(true)

(diverting the call) with no voicemail configured in CUCM requires a browser refresh before user can make further calls. In deskphone mode, if you divert the call the deskphone will continue to ring.

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