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Cardinal Voice Softphone FAQ

These questions provide information about the Cardinal Voice Softphone service offered by UIT.

What is Cardinal Voice Softphone?

Cardinal Voice Softphone allows you to use your computer and/or a mobile device to place or receive telephone calls in the same way you do with a traditional telephone. And because the Cardinal Voice Softphone service is a group of communication tools and features, you can do much more.  See Cardinal Voice Softphone for more details on the service and all its features.

Why did Stanford migrate from Cisco Jabber to Cisco Webex for its softphone service?

UIT’s implementation of Webex is a hybrid solution that leverages Cisco Webex services in the cloud while maintaining local control over Stanford’s data. This approach provides anywhere access, scalability, enhanced security, and reduced costs.

Webex and Jabber features are quite similar. However, WebEx provides additional and enhanced features, including the ability to share real-time video, audio, and high-quality files. You can also send group messages by creating a “space” for the group to talk.

These benefits are all integrated into a more modern, intuitive interface.

Is Webex in the cloud secure?

Yes. Webex messaging in the cloud is encrypted end-to-end and the messages are secured and stored at Stanford.

Is Jabber going away?

Cisco has no plan to retire Jabber at this time. However, UIT intends to sunset Jabber and migrate to Webex in the cloud for scalability, operational efficiency, improved user experience, and cost savings.

UIT currently plans to migrate the university from Jabber to Webex by August 31, 2021, and partner with Stanford’s two healthcare organizations to plan for their migrations sometime after.

Are there new features and functionality with Webex?

Webex works similarly to Jabber. However, it provides you with more features. It is equipped with Cisco’s unified technology, allowing your to have high-quality video meetings and internally share high-quality files.

One new Chat feature allows you to send group messages by creating a “space” for the group to talk (similar to what you may experience in Slack).

Webex also has a more contemporary and easy-to-use interface.

NOTE: Webex is the application used for Cardinal Voice Softphone. Although it also allows for video meetings and chat, Zoom and Slack remain the preferred tools for the university for videoconferencing and online messaging. See Collaboration Tools for more information on Stanford’s recommended tools.

Will my Jabber account be disabled?
UIT intends to disable Jabber on September 1, 2021. Faculty and staff must transition to Cisco Webex for their Cardinal Voice Softphone by that date.
Can I use both the Jabber and Webex client at the same time?

Temporarily, until August 31, 2021. Messaging works on both Jabber and Webex (as long as the Jabber service is available). You can also place and receive internal Stanford calls on both clients.

However, the softphone feature (Stanford number associated with your Jabber or Webex account) only works on one platform at a time. You’ll need to choose which application you would like active for your softphone. You can easily switch back and forth up until August 31.

Why can’t I install Webex on my Windows OS computer?

Some Windows OS computers are set to only allow applications downloaded from a particular provider (e.g., The Microsoft Store only) to install on the computer. You may have to update this setting to install Webex.

  1. Go to Settings in Windows OS (under Start menu).
  2. Select Apps from the available setting options. The Apps and features settings window opens.
  3. Under Choose where to get apps, click the drop-down menu and select Anywhere.
  4. Close the Settings window.
  5. Install Webex.

If you continue to have any issues installing Webex, please submit a Help request.

Why am I unable to log in to Webex?

You can only log in to Stanford’s Webex using your SUNet ID — not with an alias.

  1. Open the Webex application
  2. If prompted:
    1. Enter your SUNet on the Webex welcome page and click Next.
    2. Enter your SUNet ID and password on the Stanford Login page.
    3. Complete Stanford’s two-step authentication process.

The Webex application opens.

Why can I use messaging on Jabber and Webex, but I cannot make a softphone call?
All Stanford SUNet IDs are enabled for Jabber or Webex and can use the chat feature. However, before you can use the softphone feature on either Jabber (until August 21, 2021) or Webex, you must have a Stanford business phone number. To request a phone number, place an order via OrderIT.

You can run both Jabber (until August 31, 2021) and Webex simultaneously, but you can only use your Stanford softphone on one application at a time. You can switch between the two whenever you want within the applications.

Why are my calls still going to Jabber after I have installed Webex?
Stanford Softphone calls can only go to one application at a time — Jabber or Webex. If you still have Jabber installed, you’ll neet to switch audio to Webex. To enable Webex as the audio source for your softphone calls, go to Settings/Preferences > Phone Services in Webex. (Settings/preferences are available by clicking your status icon.)
Why does my active phone call drop when I connect to VPN?
Webex calling Is available with and without VPN. When you are on an active call and establish a VPN connection, the active call will drop because the network path towards Stanford is directed toward the VPN tunnel and no longer towards your internet connection.
Why does my phone service stop working even though I’m logged into Webex?
There are a couple of reasons that this might occur:
  • You may have logged into Webex on another computer and chose to enable phone services on that device. You can only have one active phone service connection at a time. You will see the “reconnect” on the bottom left if this is the case. When you reconnect on the active device, it will disconnect you from the previously active device.
  • Your SSO token may have expired. When this happens, you see a “log in” option on the bottom left of the Webex window.
In either case, you will be prompted with Stanford SSO login and two-step to enable phone services.
Can I copy and paste a phone number into Webex to dial?
Yes. Note that the Webex system does not recognize brackets or periods. If the number you pasted includes brackets around the area code or periods between numbers, you will need to remove them for Webex to successfully dial the number.
Using the Webex softphone, is my phone number masked (hidden) when I place outgoing calls?
By default, the Cardinal Voice Softphone does not mask your Stanford telephone number when placing outgoing calls. If you would like to have you Stanford phone number hidden (or appear as a general office number) when using your softphone, you must submit a Help request.
Webex uses the same configuration Jabber did for masking your phone number. If you have an external phone mask set in Jabber, it will also mask your number in Webex.
How long are Webex messages stored?
The current setting is to keep history in direct messages and spaces indefinitely. You can clear your own history if you choose.
Can I move my Jabber contacts to Webex?
Yes. You can duplicate your Jabber contacts in Webex. Instructions are provided in the Cardinal Voice Softphone Guide.

(This duplicates — not deletes — your Jabber contacts in Webex.)

Why won't my Jabber contacts transfer to Webex?
The most common reason the transfer procedure does not work is that you are using a SUNet ID alias as your email address for your contact information and/or you are logged in to Webex using a SUNet ID alias. To move your contacts from Jabber to Webex, you must:
  • Make (temporarily) your SUNet ID your default email address (see procedure below) for your Stanford contact information. Your aliases will continue to work and you can change your default back after completing the Jabber to Webex contacts transfer.
  • Log in to Webex with your SUNet ID (not a SUNet ID alias).

To temporarily make your SUNet ID your default email address:

  1.  Log into StanfordYou.
  2. Click Maintain your directory and AlertSU emergency contact information.
  3. Click change... on the right side of the SU contact info heading.
  4. Click the radio button next to your @stanford email address(select the alias you prefer): in the Email section.
    • Ensure the email that is listed below that includes your SUNet ID. If not (i.e., it includes an email alias), click the drop-down menu and select the option that includes your SUNet ID.
  5. Click Make my default email address radio button.
  6. Click Save button (bottom of window). 
  7. Wait 24 hours and perform the procedure to duplicate your Jabber contacts in Webex outlined at the top of this section. (Changing your preferred email address may take up to 24 hours to properly propagate through all the different systems 
    • Once you have migrated your contacts. You may go through the steps again to return your alias to your preferred email for your contact information.
Can I import contacts to Webex?
You can duplicate your current Jabber contacts in Webex. (See question above.) Currently, there is not an option to import contacts from other sources. You will need to add those manually.
Why am I connected to Outlook when I click on “Schedule a meeting” in Webex?
By default, Webex uses Outlook to schedule meetings. If you do not want to use Outlook, you can change your meeting scheduler settings. A link to change your meeting scheduler settings appears at the bottom of the Meetings page (not available on mobile).

For more details, see To schedule a Webex video meeting in the Cardinal Voice Softphone Guide.

Why does Webex indicate that I am available when I am in a meeting that is scheduled on my calendar?
The Presence feature in Webex currently only works for meetings that are scheduled in Webex. We expect the feature to work across all Outlook scheduled meetings (as it did with Jabber) in the future.
Can I integrate my Outlook calendar with Webex like I could with Jabber?
Not yet. The Presence feature that allows you to integrate your Outlook calendar with Jabber so that other Jabber users can see if you are in a scheduled meeting is not currently available in Webex. Cisco plans this integration in a future version of Webex; however, no date is yet available.
Last modified April 18, 2022