Troubleshooter

Jabber Phone Mode

Startup

Login Details
Users are not enabled for Jabber Phone Mode by default. Jabber Phone Mode needs to be
configured by the Voice team prior to use.

Once enabled for Jabber Phone Mode, users should login with the following details:

● Employee ID
● Active Directory password

For example:

If the user cannot login:

● The user may be using the wrong credentials

● The user may not have been enabled for Jabber Phone Mode
● There may be an issue with the account name (e.g. a space at the end)
Service Discovery
At startup, Jabber Phone Mode will automatically discover Jabber servers and the user
should be prompted with a username and password screen.

If service discovery fails, the user will see the following screen:

Logging in with the following will allow Jabber to automatically discover the services:

<employeeID>@officedepot.eu

For example:

758055@officedepot.eu
Once discovery has completed successfully, the user will be prompted for their username
​ ogin Details​.
and password. Complete these using the L

If discovery continues to fail:

● The user may not have been enabled for Jabber Phone Mode
● There may be a problem with the network settings

Client Resets
If there is a problem with Jabber Phone Mode it may be necessary to reset the client. There
are two ways to do this:

● Soft reset
● Hard reset

Soft Reset
To perform a soft reset of Cisco Jabber Phone Mode:

1. Click the Settings icon (a cog symbol in the top right-hand corner of the Jabber client)
2. Click on ​File
3. Select ​Reset Cisco Jabber
4. Exit the client, then start it again

Hard Reset
To perform a hard reset of Cisco Jabber Phone Mode:
1. Exit the client
2. In explorer, browse to:

%localappdata%\Cisco\Unified Communications

3. Delete the ​Jabber ​folder

4. In explorer, browse to:

%appdata%\Roaming\Cisco\Unified Communications

5. Delete the ​Jabber​ folder

a. In explorer, browse to:

%programdata%\Cisco Systems

6. Delete the ​Cisco Jabber f​ older

7. Restart the client