Cisco VoIP Telephony FAQs

Click a tab below to view answers to common questions about Cisco VoIP telephony services that the N.C. Department of Information Technology provides.

General

General

Can I dial seven digits for local/internal calls?

No. Instead of seven-digit dialing for internal calls, you now use 10-digit dialing for both internal and external calls. This change is required to accommodate dial-plan growth.

Do I need to dial 9 to access an outside line?

No. You no longer dial 9 to access an external line. Simply dial the 10-digit telephone number, and it will route correctly.  

What features are included in my telephone service?

All features described in the NC DIT Cisco 88XX User Guide are included at no additional charge.  Additionally, Cisco Jabber and Cisco Webex Teams are provided at no additional charge.

What is Single Number Reach, and is there an additional charge to use it?

The Cisco Unified Mobility application (known as Mobile Connect) is commonly called Single Number Reach. It provides Cisco Unified Communications users with the ability to be reached via a single enterprise phone number that rings on both their IP desk phone and their cellphone (Remote Destination) simultaneously.  This is provided as a basic service, and there is no additional charge to use it.

Can I still use my existing conference bridge?

Yes. These are provided by AT&T and will continue to function.

Can I forward calls off-net?

No. This is prohibited by state of North Carolina policy.

What is the Cisco Self Care Portal and how do I access it?

The Self Care Portal can be used to manage your telephone settings, including speed dial numbers, ring settings, voicemail notifications, call history, call forwarding and phone contacts.  Access the Self Care Portal here.

Voicemail

Voicemail

Do I get voicemail with my telephone service, and is there an extra charge for this?

All customers are provided with voicemail as part of DIT’s basic service offering.  There is no additional charge for voicemail.  Please refer to the Cisco DIT voicemail reference guide for instructions.  

Do I really need to change my voicemail PIN every 90 days?

Yes. This is required by state of North Carolina policy.

How long do I have to wait to re-use a voicemail PIN?

Three PIN changes are necessary before you can re-use your PIN.

Cisco Jabber/Webex Teams

Cisco Jabber/Webex Teams

What is Cisco Jabber?

Cisco Jabber delivers instant messaging, voice and video calls as well as voice messaging, desktop sharing, conferencing and presence. It also allows users to see whether and how other users are available, and allows more effective collaboration.

What is Cisco Webex Teams?

Cisco Webex Teams is an easy-to-use collaboration solution that keeps people and teamwork connected anytime, anywhere. Webex Teams brings together messaging, file sharing, video meetings, white boarding, calling and other tools you use to streamline teamwork and produce results faster.

If I intend to use Jabber as my primary telephony tool, do I need a physical telephone set as well?

No. You do not need a physical telephone set.

Does 911 work with Jabber?

Yes, but customers are cautioned NOT to call 911 from their Jabber client when away from their normal work location.  Jabber will present your normal work location to the 911 operator and might significantly delay emergency response.

Can I get a sound notification if someone IMs me in Jabber?

Yes. Go to “Notifications” in the application settings, and adjust sounds to your preference.

Why does my camera always come on in Jabber?

That is the default setting.  To change, go to “Calls” in the application settings, and select your preference.

How do I toggle my speaker on/off when using Jabber on my mobile device?

When you are in a call, a speaker icon appears on the top right off your screen.  This toggles between using your phone normally and the speaker phone mode.

If I am a basic telephony user, can I access Cisco Jabber?

All customers are provided with the Jabber Unified Communications Solution (soft phone.)  This allows remote workers to use their PC as their telephone set (note that a headset is required.)  Please see the Cisco Jabber user guide for details. 

Can I use Cisco Jabber on my personal or state-provided cellphone?

Yes. You have the option of using Jabber on your cellphone or tablet by downloading the most recent version from your preferred app store. 

How do I install Jabber on my mobile device?

Note: If you currently have Jabber on y our device, you must delete it before following the instructions below.

  1. Download and install Jabber on your device from your preferred app store.  Allow Jabber to access any items requested, and then accept the End User License Agreement.  
  2. Click on “Advanced Settings,” on the Cisco Jabber landing page. Then, disable the option to automatically connect to the server.  
  3. Select “Teams Messaging” from the dropdown, and then click Save.  
  4. On the Cisco Jabber landing page, enter your email address, and click Continue to go to the North Carolina Application Authentication Site.  There, enter your email address and NCID password.
  5. Select “Update” on the “Update Credentials” prompt that appears. You will then be taken to the “Phone Services” screen.  Press Cancel, and Jabber will function properly.

Can I upload and save documents in Webex Teams?

Yes. WebEx Teams’ functionality is very similar to Microsoft Teams.

Should I use Jabber or Skype for instant messaging and collaboration?

There is currently no state of North Carolina policy on what tool to use. This is an individual agency/department decision.

Should I use Webex Teams of Microsoft Teams as my collaboration tool?

There is currently no state of North Carolina policy on what tool to use.  This is an individual agency/department decision.

Can I use Single Number Reach and Cisco Jabber on my mobile device simultaneously?

Yes, BUT DIT does not recommend it, because users have experienced issues while doing so. DIT recommends running Jabber only due to its increased functionality.

When using Single Number Reach and Jabber, why do I occasionally have one-way audio during my calls?

This issue appears to be related to the transfer of the call between Jabber and your cellphone. Cisco recommends enabling a voice prompt, which has proved successful when tested with impacted users.

To enable the voice prompt:

  1. Log in to the Cisco Self Care Portal.
  2. Under "Additional Phones," click on the gear icon in the top right corner of the box that contains your name and cellphone number.
  3. Click Edit. Then, click on "Advanced call timing."
  4. Under "Prevent this call from going straight to this phone's voicemail by:" choose “requiring you to respond to a prompt to be connected.”
  5. Click Save. Then, click Save again.

When you receive a call on Single Number Reach on your cellphone, you will be prompted to press any number to connect your call.

Cisco Webex

Cisco Webex

Do I get a Webex account?

Yes. All users are provided with a free Webex account as part of the basic service.

How do I schedule a Webex meeting?

Webex has been deployed in the Hybrid Calendar mode.  To create a Webex meeting:

  1. Create a meeting in Microsoft Outlook.
  2. Type “@webex” in the Location field.
  3. Send the meeting invitation.

Note that you will not see the Webex dial-in information until after you send the invitation.

Can I schedule a Webex meeting with someone outside my organization?

Yes. All you need is their email address. They do not need Webex installed on their computer to join.