- My computer runs on VDI (virtual desktop), and the Webex download link on the user guide does not work. Is there a Webex app download for virtual desktop environments?
Yes, those with admin access to a computer can download Webex VDI on this page: https://www.webex.com/downloads/teams-vdi.html. If you do not have admin access, please contact your desktop administrator to install the app.
- Why are we migrating Stanford from Jabber to Webex?
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 in the summer of 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 users 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.
- Will my Jabber account be disabled during the pilot?
No. Your Jabber account will not be disabled during the pilot.
- Can I use both the Jabber and Webex client at the same time?
Yes. 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.
- 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.
- Go to Settings in Windows OS (under Start menu).
- Select Apps from the available setting options. The Apps and features settings window opens.
- Under Choose where to get apps, click the drop-down menu and select Anywhere.
- Close the Settings window.
- Install Webex.
Note for Healthcare clients: Contact your IT administrator to install Webex onto your device.
If you continue to have any issues installing Webex, please submit a Help request.
- Why am I unable to login to Webex?
You can only login to Stanford’s Webex using your SUNet ID — not with an alias.
- Open the Webex application
- If prompted:
- Enter your SUNet ID@stanford.edu on the Webex welcome page and click Next.
- Enter your SUNet ID and password on the Stanford Login page.
- 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 and can use the chat feature. However, before you can use the softphone feature on either Jabber 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 and Webex simultaneously, but you can only use a 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’s Softphone calls can only go to one application at a time — Jabber or Webex. To enable Webex as the audio source for your softphone calls, go to Settings/Preferences > Phone Services. (Settings/preferences are available by clicking your status icon.).
- Using the Webex softphone, is my phone number masked (hidden) when I place outgoing calls?
Webex uses the same configuration Jabber does 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 Your Guide to Cardinal Voice Softphone.
(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:
- Log into StanfordYou.
- Click Maintain your directory and AlertSU emergency contact information.
- Click change... on the right side of the SU contact info heading.
- 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.
- Click Make SUNet@stanford.edu my default email address radio button.
- Click Save button (bottom of window).
- 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 for 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 Your Guide to Cardinal Voice Softphone.
- 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 does 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.
- Will my existing Jabber chat rooms transfer to Webex?
No, existing Jabber chat rooms will not migrate to Webex. Jabber users were not able to create a chat room without a provision from UIT. In Webex, users are able to create teams and spaces without restriction and add users to recreate a group chat space. Learn more here.
- Why does my phone service stop working even though I’m logged into Webex?
There are a couple of reasons that this would occur. The first is that you may have logged into Webex on another computer and chosen to enable phone services on that instance. You can only have one active phone service connection. You will see the “reconnect” on the bottom left if this is the case.
The second is that your SSO token may have expired. You will see a “log in” option on the bottom left if this is the case. 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, however, the Webex system does not recognize brackets or periods. If the number you pasted has brackets around the area code or has periods you will need to remove them in order to dial the number.
- 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.
- Can I use Jabber application on my mobile device and Webex client on my computer?
No, you can no longer use the Jabber application for softphone on your mobile device. Delete the Jabber app from your device, download Webex-Business, and sign in with your SUNet ID and password.