CCS Unified Communications (Jabber) Pilot

PLEASE NOTE: Jabber is NOT currently accessible to all U of G staff and faculty, other than those in the Jabber pilot. If you are not part of the pilot, put would like to participate, please submit a request via email to IThelp@uoguelph.ca.

For Jabber support or additional information about Jabber please contact our CCS IT Help Centre.


*** IMPORTANT INFORMATION REGARDING EMERGENCY (911) CALLS ***

The purpose of the CCS Unified Communications (Jabber) Pilot is to pilot a unified communications solution to a small number of participants. The solution will focus around Cisco’s multi-functional Jabber offering and how it integrates with the telephone and voice mail systems. Basic IM and Presence features will also be enabled. In the event that the Jabber client does not meet all the expected requirements, Cisco’s feature rich softphone client, IP Communicator, may also be investigated. IP Communicator mimics a physical phone on the client's computer, allowing for multiple lines and most (if not all) features that are available on a physical phone. Pilot participants will be restricted to CCS and CIO staff members and be kept below 10 participants.

Online Training and Help Resources (Cisco)

Cisco has made available the following online resources to help you with Jabber. NOTE: Not all features presented will be available with the implementation here at the University of Guelph.

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Differences When Using Jabber

There are some subtle differences when using Jabber compared to using the telephone. Here are some we have found:

Automatic read receipts when forwarding voice mail

When you forward a voice mail to another voice mail box using Jabber, you will automatically receive a read receipt when the voice mail has been heard. Read receipts are not on by default when forwarding voice mail messages from the phone.

Lack of automatic call completion feature

Jabber operates much like a mobile phone, so when dialing a number with Jabber, you must complete the call using the appropriate method for the device you are using, e.g. the <Enter> key or the green telephone icon. This differs from using the telephone since most calls are completed automatically after dialing the extension or long distance number.

No need to dial "9" for an off-campus call (North America Only)

The telephone system has been programmed such that calls from Jabber do not need to have a 9 dialed first. In fact, the telephone system will automatically add a "9+1" to all 10 digit numbers and route the calls accordingly. If the call is not long distance, it will remove the "1". NOTE: International calls will continue to need 9+011 as a dialing prefix.

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How To Steps

How to launch Jabber on startup

For Windows:

  • Gear Icon > File > Options
  • General > Startup
  • Place a checkmark in the "Start Cisco Jabber when my computer starts" option.

For Mac:

  • To be added...

For Mobile devices:

  • Applications run in the back ground until you exit from the application.

How to enable automatic sign-in to Jabber when Jabber starts

For Windows:

  • On the sign in screen (where you are asked for your username and password), place a checkmark in the "Automatic sign-in" option.

For Mac:

  • To be added...

For Mobile devices:

  • On the sign in screen (where you are asked for your username and password), move the "Automatic sign-in" slide bar to the right so it appears blue.

How to disable automatic sign-in to Jabber when Jabber starts

There is no way to disable automatic sign-in without resetting the Jabber client.

For Windows:

  • Gear icon > Sign out
  • Click the Reset Jabber link near the bottom of the client

For Mac:

  • To be added...

For Mobile devices:

  • Click the menu icon (your avatar for iOS devices, the triple bar for Android)
  • Click Sign out
  • Click the Reset Jabber link near the bottom of the client

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Known Issues

"myphone" Sub-domain

In order to accomodate the technical requirements of off-campus access, clients will need to initiate the client with their userID followed by @myphone.uoguelph.ca. This is known as the service discovery phase, i.e. the step with no password prompt. The myphone.uoguelph.ca sub-domain has been configured such that the Jabber client can distinguish when it is on-campus vs off-campus. This was not possible for the uoguelph.ca domain. This is a technical requirement of the vendor and no work around is available. When the process is complete and the client is prompted for the userID and password. There is no need to change @myphone.uoguelph.ca to @uoguelph.ca, you can continue logging in as normal.

Contact Photos

The process of how contact photos are selected and presented on the screen is multi-faceted and depends on a number of factors. We are still working on this, so for the time being, contact photos may not always appear.

Certificate Issues

Due to restrictions implemented by certificate granting authorities, we are not able to install publicly signed certificates on the telephony servers, which have been installed without server names and only IP addresses - a best practice at the time of the telephony system was installed. CCS is investigating moving away from using IP addresses as servers names at the next upgrade cyle. Until then, you can accept certificates from the following servers:

  • iptccm103.cs.uoguelph.ca (10.104.91.103) 
  • iptccm104.cs.uoguelph.ca (10.104.91.104) 
  • iptccm105.cs.uoguelph.ca (10.104.91.105) 
  • iptccm203.cs.uoguelph.ca (10.104.91.203) 
  • iptccm204.cs.uoguelph.ca (10.104.91.204) 
  • iptccm205.cs.uoguelph.ca (10.104.91.205) 
  • iptvmb101.cs.uoguelph.ca (10.104.91.101)
  • iptimp110.cs.uoguelph.ca (10.104.91.110)
  • iptimp210.cs.uoguelph.ca (10.104.91.210)

Android Phones and "Contact Admin Later" Prompt

Some Android phone users may see a prompt that says "Please contact your admin to set your Phone Services to a secure phone, or your phone will not respond." In this case, check off [ ] Never Ask Again and click "NO, THANKS". 

Battery Issues on Mobile Devices

The Jabber Client has been known to significantly reduce battery life on mobile devices. The vendor is aware of this and is working with mobile device manufacturers and O/S developers to improve battery life when using Cisco Jabber.

Missed Calls Not Appearing 

Missed calls will only appear in your Recents display if you were signed into the Jabber client at the time the call was placed to your extension. By default, Jabber is not configured to start automatically nor to sign-in automatically. Because of this, you will find that any missed calls placed to your extension before you signed-in will not appear in your Jabber client. In addition, if you sign out of your Jabber client at the end of the day, any missed calls placed to your extension will not begin to appear until you sign-in again. 

VPN Incompatibility [RESOLVED - VPN while Off-campus]

At the current time, you will not be able to use Jabber with VPN. We are working on a way to ensure compatbility between VPN and Jabber.

RESOLVED: Using VPN while off-campus has been resolved. You may still experience connection issues with VPN while on-campus.

Software Download Shortcut Does Not Work Off-Campus  [RESOLVED - Off Campus Access Now Available - Mar 31 2017]

The software shortcut: myphone.uoguelph.ca/software does not work from off-campus. We will try to resolve this issue as soon as possible. Until then, you can download the software from the target location the shortcut points to.

Machine Authentication Prevents Proper Network Address Assignment

If you are not receiving a network address from the allowed range, be sure to check that your computer is configured to use "user" authentication and not "machine" authentication. Detailed instructions are available on the CCS Secure Wireless page. NOTE: These pages do not include instructions on how to configure authentication type, but rather, point you to using the JoinNow utility which configures authentication type automatically.

Voicemail picks up too quickly

Unless you wear your headset all the time, you may find that calls are answered by voicemail before you've had a chance to put on your headset and answer the call. Most phones are set to ring for 15 seconds before being forwarded to voice mail. If you'd like to increase the amount of time your phone rings before voicemail picks up, please refer to the Custom Ring No Answer feature.

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Limitations

Administrative Access to Install Jabber

Cisco Jabber requires administrative access to be installed on your Windows or Mac computer. Please be sure to follow whatever departmental procedures are in place when installing software on your computer. If you are a CCS Managed Desktop client, please open a help ticket to have the software installed on your computer for you.

Wired vs Wireless Access

Wired access will be very limited since this requires additional configuration at the security layer. Wireless access will be available campus wide. See Network Access Restrictions for more information.

On Campus Access Only [RESOLVED - Off Campus Access Now Available]

All unified communications applications will only work on campus. We are working on an off-campus proxy gateway and hope to have that up and running sometime in the Fall Semester. The software requires a very specific virutal platform that we are trying to resolve.

Quality of Service

Quality of Service has not been enabled for either the wired or wireless network. You may experience issues with the quality of your voice and/or video call.

Multiple Devices of the Same Type

The telephone system only supports one of each type of client logged in at the same time. While you can install the client on multiple devices of the same type, if you attempt to login with multiple devices of the same type at the same type, you will be notified that your account is in use on another device and whether you want to disconnect that other device. If you chose to not disconnect the other device, you will still have access to Instant Messaging and Voicemail.

  • Type 1: Windows or Mac
  • Type 2: iPhone or iPod
  • Type 3: Android phone
  • Type 4: Android tablet or iPad

One Extension Per Device Type

The Jabber Client only supports one extension per client type. 

Jabber Enabled Client (Instant Messaging)

There's currently no way to identify whether someone has Jabber (and Instant Messaging) enabled before sending them a message. If you send someone a message and get an error like "Message could not be delivered", it means that person does not have Jabber and Instant Messaging enabled.

Instant Messages Not Duplicated Across Devices

Instant messages are only stored on the device on which the conversation is taking place. If the client(s) have been idle for a period of time, the first incoming message(s) will be broadcast to all devices until you reply. If you are replying from different devices at the same time, message delivery will be inconsistent. The vendor is working on improvements to this and hopes to have a solution in place where messages will be sent to all logged in clients.

Persistent Instant Messages

Instant messages are only stored temporarily on the devices on which the conversation is taking place. CCS is investigating what is required to introduce persistent messages so that a chat history will be available. This relies on some infrastructure upgrades that we hope to evaluate in the near future.

Instant Message History and Search

There is no history or search function available with instant messages. There is no option for this with the vendor's current solution offering. There are third party solutions that rely on the vendor's "persistent instant messages" feature, however, they require additional infrastructure. CCS is investigating what is required to provide this feature in the future.

Calendar Integration

Calendar integration allows Jabber to update your status based on calendar entries. Jabber provides calendar integration either through the Outlook desktop email client (for Windows and Mac computers) or local calendar integration (for mobile devices). CCS is still investigating the behaviour of these two methods and suggests you use only one method at this time. For more information on how to install and/or configure the Outlook desktop email client, visit the CCS Office 365 support site.

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Supported Versions, Devices and Accessories

Supported Jabber Versions

These are the versions of Jabber that CCS supports. We will do our best to support older versions but we may ask you to upgrade to the latest supported version. This may also be a requirement set out by the vendor to receive vendor-level support.

  • Jabber for Windows v11.8
  • Jabber for Mac v11.8
  • Jabber for iPhone/iPod v11.7
  • Jabber fo iPad v11.?
  • Jabber for Android v11.?

Supported Jabber Devices and Accessories

Cisco provides a list of supported devices, operating systems and accessories that will work with Jabber. CCS can provide only limited support for unsupported items.

Windows and Mac supported accessories are listed separately. CCS will investigate testing and making recommendations on accessories.

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Network Access Restrictions

Access to the Unified Communications (Jabber) Pilot will be restricted as follows:

NOTE: Not compatible with UofG VPN service. You must disable VPN sessions to campus to use Jabber.

  • Off-Campus: No restrictions.
  • On-Campus Wireless: Restricted to the following networks:
    • 10.11.0.1 - 10.11.7.254
    • 10.11.128.1 - 10.11.135.254
    • Pilot participants will be added to a special group, which will assign a wireless IP address in one of the above ranges.
  • On-Campus Wireless: Restricted to the following networks/areas:
    • 131.104.45.1 - 131.104.45.62 : Building 70 ANNU (CCS Administrative Offices)
    • New areas will be added on an as needed basis. 

NB: You can force the Jabber client to behave as if off-campus (and thereby having access from a not yet approved on-campus network) by modifying your network settings to use an off-campus domain name server (DNS), e.g. 8.8.8.8, 8.8.4.4. Making these changes to your computer is beyond the scope of this document. 

NB: If you are not receiving a network address from the allowed wireless range, be sure to check that:

  1. Your computer is configured to use "user" authentication and not "machine" authentication. Detailed instructions are available on the CCS Secure Wireless page. NOTE: These pages do not include instructions on how to configure authentication type, but rather, point you to using the JoinNow utility which configures authentication type automatically.
  2. You are logging into the wireless network using only your userID and not userID@uoguelph.ca.

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Costs

Part of the project is to evaluate the charging model for Jabber clients, but for now, there is no charge for participating in the Jabber pilot.

There is a significant amount of time to deploy each Jabber client as well as a significant amount of infrastructure involved in delivering the service. Additional equipment has had to be deployed to be able to deliver rudimentary services, with additional components necessary for additional features. Once a charge model is in place, we will notify pilot users when charging will begin.

That being said, we will still collect charging information for applicable chargeable items like long distance and voice mail.

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Emergency Calls (911, 9-911)

Emergency Calls to 911 (or 9-911) should NOT be placed from any of the Jabber Clients. You should use your desk phone or your cell phone to place emergency calls to 911 (or 9-911).

Jabber clients on devices with cellular phone capabilities (not including wifi voip apps) will automatically route emergency calls to 911 over the cellular network where possible. 9-911 calls will NOT be re-routed.

Jabber clients without celluar phone capabilities will route emergency calls to 911 (or 9-911) over the Guelph Campus telephone trunks.

If you place an emergency call to 911 (or 9-911), be prepared to provide your location so that emergency services can be dispatched appropriately. 

If you accidentally place an emergency call to 911 (or 9-911), do NOT hang up. Stay on the line until the call is answered and explain your call to the operator. Emergency calls to 911 (or 9-911) are immediately routed even if you do not hear ringing. 

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e-mail Reference (Invitation)

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Subject: CCS Unified Communications (Jabber) Pilot

Thank you for your interest in the CCS Unified Communications (Jabber) Pilot. The Jabber client will allow you to access telephony services from your mobile device as well as your Windows or MAC.

Please indicate what type of devices you wish to use with Jabber.

[ ] Windows or Mac
[ ] iPhone or iPod
[ ] Android phone
[ ] Android tablet or iPad


If you are going to be using your Windows or Mac on a wired network, please provide us with the MAC address of your wired network card and the CCS location which you will most likely be docked. If using a docking station, be sure to include the MAC address of your docking station.

NOTE: The telephone system only supports one of each type of mobile client. While you can install the client on multiple devices of the same type, attempting to login with multiple devices of the same type is not supported and will cause problems.

If you wish, we can also upload a contact photo to the telephone system. Please attach a PNG file of size 128 pixels by 128 pixels.

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e-mail Reference (Welcome)

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Hi,

Thanks for participating in the CCS Unified Communications (Jabber) Pilot. The Jabber client will allow you to access telephony services from your mobile device as well as your Windows or MAC. It also allows you to have video calls if you have the appropriate equipment. If you require a web camera for your workstation, let us know, we have a limited number of Tandberg Precision HD cameras that you may borrow for the pilot.

NOTE: Emergency Calls to 911 (or 9-911) should NOT be placed from any of the Jabber Clients. More information regarding emergency calls is available here: https://www.uoguelph.ca/ccs/ccs-jabber-pilot#emergencyCalls.

The telephone system has been programmed for your: 

[ ] Windows or Mac
[ ] iPhone or iPod
[ ] Android phone
[ ] Android tablet or iPad

Before we begin, we have to ensure your device can communicate with the telephone system. We have trusted certain wired and wireless network for the duration of the pilot.

If you are using a wired connection, please shut down and restart your Windows or Mac computer will get a new IP address. You should be seeing IP address: a.b.c.d

If you are using a wireless connection, you have to logout from the wireless network and log back in again so that you get an IP address from the trusted network address pool. 

You should see an IP address from the following range:

10.11.0.1 - 10.11.7.254 -or- 10.11.128.1 - 10.11.135.254

First, let's get the software on your device:

For Windows users, you can download the software here:

https://www.uoguelph.ca/ccs/sites/uoguelph.ca.ccs/files/jabber/software/windows/CiscoJabberSetup.msi

For Mac users, you can download the software here:

https://www.uoguelph.ca/ccs/sites/uoguelph.ca.ccs/files/jabber/software/mac/CiscoJabberMac.zip

For iPhone/iPad/iPod users, click on the following link to bring you to the Cisco Jabber application in the App Store. If this doesn't work, search for "Cisco Jabber" in the App Store.

https://itunes.apple.com/ca/app/cisco-jabber/id467192391

For Android users, click on the following link to bring you to the Cisco Jabber application in the Play Store. If this doesn't work, search for "Cisco Jabber" in Play Store.

https://play.google.com/store/apps/details?id=com.cisco.im

Next, let's get connected:

You will need to provide the Jabber application with some information before you can connect. 

(1) When the Jabber application starts for the first time, you need to tell it where to look for connection information. This screen (or prompt) will not have a password prompt. Enter the following:

userID@myphone.uoguelph.ca

and click Continue. Note: You should only have to enter this information once, unless you reset or reinstall the application.

(2) Next, when you see the password prompt or field, modify the userID@myphone.uoguelph.ca so it reads only your userID. Enter your password and click Sign In.

At the "Certificate Not Valid" prompt, click continue. You may see more than one.

Now, let's start using Jabber!

For the most part, you can dial numbers using the dial pad, just like your desk set. 

You can also dial directly from your contacts (if you chose to import them) and you can search the campus telephone system for people to dial. 

The telephone system is set up to dial extensions directly when the number is an on-campus number (at any of the campuses) and to add a 9 and/or a 1 for off-campus calls.

NOTE: The telephone system only supports one of each type of mobile client. While you can install the client on multiple devices of the same type, attempting to login with multiple devices of the same type is not supported and will cause problems.

        - Type 1: Windows or Mac
        - Type 2: iPhone or iPod
        - Type 3: Android phone
        - Type 4: Android tablet or iPad

NOTE: If your cell phone is paired with your extension as part of the single number reach pilot, we may need to modify the timers so that both the Jabber app and your cell phone don't ring at the same time. In the future, this pairing will change so that your cell phone will only ring when the Jabber app is not registered.

As the pilot proceeds, we may ask you to logout of and reset Jabber to clear your application cache so that any changes we make from 

For more information, please visit the Jabber Pilot Page (https://www.uoguelph.ca/ccs/ccs-jabber-pilot)(login required first). Here we will include some more detailed instructions and some known issues.

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