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Cardinal Voice Softphone Guide for Stanford University Users

Use this guide to get started with Cardinal Voice Softphone — powered by Cisco Webex

Available for Stanford University, Stanford Healthcare, and Stanford Children's Health

Cardinal Voice Softphone service — powered by Webex Teams and provided by University IT— provides softphone, individual and group chat messaging, videoconferencing, and more to keep your team communicating and collaborating in the most productive ways.

Use this guide to get started. Keep in mind it is not exhaustive; there are additional features not covered here. Depending on the operating system you are using (i.e., Window, MacOS, Android, or iOS), you may find slight variations from these instructions.

A little about branding: To help avoid confusion about our recommended collaboration tools (e.g., Zoom for video conferencing, Slack for messaging), this service is branded Cardinal Voice Softphone — powered by Cisco Webex. After we fully migrate the university and hospital communities to Cisco Webex from Cisco Jabber, Webex will become our single softphone service offering, as well as provide an integrated platform for our hospital clients who use Jabber and Webex as part of their primary online communication tools.

Step 1: Download and Install Webex

Computer (Windows or MacOS)

  1. Visit the Webex download page
    • Select 64 bit for Windows devices
  2. Click Download
  3. Open the downloaded file and follow the instructions to install

Mobile Devices 

  1. From mobile devices, download Cis-co Webex from Google Play (Android) or App Store (iOS)

Note for Healthcare clients: Contact your IT administrator to install Webex.

After downloading, the application automatically installs on your device.

 

Step 2: Connect to Webex

  1. Open the Webex application
  2. If prompted enter:
  • University users enter SUNetID@ stanford.edu and password
  • SCH users enter SCH email address (e.g.doe@stanfordchildrens.org) and password 

The Webex application will open.

Step 3: Set Settings/Preferences

The first time you open Webex, it may ask for permission to use your camera and microphone. You should allow this access.

Additionally, Webex offers options to customize it to meet your needs. Choose the right settings for you. To change preferences:

  1. Click on your identity icon (top left of Webex window)
  2. Click Settings (Preferences on a Mac)
  3. Review and change the various options to meet your needs

Recommended settings

  • Turn off Answer calls with my video on (under Calling options on a computer; under Video options on a mobile device). This keeps your video from unexpectedly displaying automatically. 
  • Set Start call with: to Webex Team (under Calling > General options on a computer; not available on a mobile device). This prevents Webex from using another application (e.g., Jabber, Zoom, Facetime) to place your call.

Step 4: Transfer contacts from Jabber to Webex

If you use Jabber, you can choose to automatically duplicate your contacts in the Webex application. You must have both the Jabber and Webex application installed on the device.

Computer (not available on mobile)

  1. Open the Jabber application
  2. From the Help menu, select Move data into Webex (This duplicates — not deletes — your Jabber contacts and settings in Webex) 
  3. Follow the Jabber instructions that appear​

Note: This procedure will not work if you are using a SUNet ID alias as your primary email address and/or you are logged in to Webex using a SUNet ID alias. For more details, see “Why won’t my Jabber contacts transfer to Webex?” on the Cardinal Voice Softphone Guide page.

 

Step 5: Understand the primary icons

Stanford Softphone service — powered by Webex and provided by University IT— gets you communicating and collaborating in the most productive ways.

With Webex, you can “talk” to someone, or a group of people, via:

Webex chat iconChat (i.e., online messaging): real-time transmission of typed text messages

Webex softphone call icon softphone call: an audio call to the recipient’s telephone number from your device using your Stanford phone number

Webex video call icon​ video call: a video call from your active device to the recipient’s active device

Each of the features can be used with an individual, within a space, or with a team. For a quick summary of spaces and teams see #6 (Learn about Spaces and Teams).

 

 

 

 

 

Step 6: Learn about Spaces and Teams

In addition to using the Webex features with individual contacts, you can use them in groups.

  • Space: a virtual room where multiple people can send messages, make calls, have video meetings, share files, and whiteboard together
  • Team: where people working together on multiple projects across various spaces can keep organized 

For more details visit: Welcome to Webex.

Regardless of the way you want to talk to someone (e.g., chat, softphone, or video), the first step is to locate contact information for that person. The following are a couple of common ways to locate contact information in Stanford Webex.

Using the Directory in Webex

  1. In the Search, meet, or call field or the Webex mobile search icon field (top center of Webex window), type the person’s name. Contacts matching your search appear below. You may have to click Show more to see all the results.
  2. In the search result, hover over the appropriate contact and:
  • Chat: Click the contact's name. A private chat window will appear 
  • Softphone call: Click Webex softphone call icon to the right of the person’s name. A softphone call is placed to the phone number on file for that person
  • Video call: Click Webex video call icon to the right of the person's name. A video call is placed to the person's active devices

Using Your Webex Contacts List

  1. Click Contacts icon from Webex navigation menu in the navigation menu (left side on your computer, bottom on mobile).
  2. Hover over the appropriate contact (computer) or click on the contact (mobile) and click the method you want to use to talk:
  • Chat: Click the contact's name. A private chat window will appear 
  • Softphone call: Click Webex softphone call icon to the right of the person’s name. A softphone call is placed to the phone number on file for that person
  • Video call: Click Webex video call icon to the right of the person's name. A video call is placed to the person's active devices

 

Add Contacts to Your Contact Lists

Computer (Windows or macOS)

  1. Click  Contacts icon from Webex navigation menu in the navigation menu
  2. Click Add a contact
  3. You can: 
  • add the new contact to one of your existing contact groups or Create a (new) group, a feature that helps you organize your contacts
  • search the directory for Stanford contacts to add
  • Create a custom contact to manually enter information for a non-Stanford contact

Mobile (Android or iOS)

  1. Tap the  Contacts icon from Webex navigation menu navigation menu
  2. Tap 
  3. Tap Add a contact
  4. You can: 
  • add the new contact to one of your existing contact groups or Create a (new) group, a feature that helps you organize your contacts
  • search the directory for Stanford contacts to add
  • Create a custom contact to manually enter information for a non-Stanford contact

Contact Tips

Is the contact active?

Webex identity icon with green circle ​Active: The identity icon for Stanford people actively connected to the Webex application is surrounded by a green circle. 

Webex idenity icon without green circle​ Inactive: The identity icon for Stanford people NOT actively connected to the Webex application is not surrounded by a green circle.  ​

Not all users have uploaded a picture so the icon may include just initials (e.g., JS). And, even though a person may be active, they might be otherwise occupied and not available to chat or take your call.

More about contacts

​Learn more about using contacts at the Cisco Webex Help Center.

After setting up a chat with a person, as described above, you can exchange online messages. Webex chat icon​​

Send a chat message

  1. ​Click in the Type a message to <person's name> field* (bottom of Chat screen)
  2. Type the message you want to send
  3. Press return/enter (on your keyboard)

Add more to your chat message

You have options for enhancing your message by formatting text, attaching files, using emojis, and more. Webex Chat options menu image These options are available just above the Type a message to <person's name> field or Send a message on mobile. Note: Some of these options are not available on mobile.) 

Turn a chat conversation into a phone or video call

When chatting with someone, you may find it would be helpful to talk rather than type. You can quickly establish a softphone or video call with that person:

  • Phone call: Click Webex softphone call icon (top right corner of the Chat window)
  • Video call: Click Webex video call icon (top right corner of the Chat window)

Chat tips

  • You can only chat with other Stanford Webex users.
  • You can send a chat to someone whether or not they are actively connected to the Webex application. Your messages appear immediately on active devices; they are queued for later delivery on inactive devices.

Placing and Receiving a Call

Manually place a call

In addition to the methods described above under Contact Basics, you can always enter a phone number directly.

  1. Click Softphone icon from Webex navigation menu in the navigation menu
  2. Type the person’s phone number in the Search or dial field above the dial pad. You can also enter the number using the Webex keypad or your keyboard
  3. Click Webex softphone call icon​ below the dial pad

Receive a call

When an incoming call rings on an active device, a window opens providing any available caller ID information.

  • Click Answer to accept the call
  • Click Decline to forward the call to voicemail

Call options

Place a call on hold

  1. Click webex extended menu icon in the active call window
  2. Select Hold 
    The call will be placed on hold. 
  • To reconnect to the call, click Resume 
    You will be reconnected to the call. 

Transfer a call

  1. Click webex extended menu icon in the active call window
  2. Select Transfer.
    The call will be placed on hold 
  3. Type the name of the person or the phone number to which you want to transfer the call in the search box
  4. If you searched by name: Hover over the appropriate contact’s name in the search result and click  Webex softphone call icon. Wait for the person to answer. If you entered a phone number, click Webex softphone call icon. Wait for the person to answer
  5. Click Transfer 
    You and both callers are now in a three-party conference
  6. Click Webex end call button​
    You will be disconnected from the call. The other two parties will remain connected

Forward incoming calls

  1. Click Call Settings located below the navigation menu
  2. In the Call Forward drop-down menu, select your preferred choice
  • If your preferred choice is not listed, click Open Call Preferences (at the bottom of the window), click Calling icon, click Call Forward tab, and click + to add a new phone number.
  • To unforward calls, click Call Settings and select Do Not Foward Calls from the Call Forward drop-down menu.

Turn a Phone Conversation Into a Video Call

When talking on your softphone with someone, you may find it would be helpful to establish a video call. The person must be active in the Webex application to receive the video call. To quickly switch to a video call with that person:

  1. Click the Start Video button located at the bottom of the active call window 

Softphone Tips

Things to know

  • To use Stanford Softphone, you must have a Stanford telephone number.
  • You must be logged in to the Webex application to place or receive calls using your softphone. The call recipient doesn’t need to be logged in to Webex or be a Webex user to receive your call. Your call will ring on any active device — desk phone, mobile phone, connected softphone — associated with the telephone number you called.

Headset recommendations

  • When using the softphone or video call features in a noisy work environment — whether onsite or remote — it is important to have wired headsets with active and passive noise cancellation. See UIT’s headset recommendations at hardwarerec.stanford.edu.
  • Set your Webex and devices audio preferences for your particular headset.

More about Softphone

Learn more about using the softphone at the Cisco Webex Help Center.

Use your Personal Meeting Room

When you click Webex video call icon​, Webex will establish a video call using your Personal Room, a video space associated with your Stanford Webex account. Such meetings are ideal for quick, one-on-one, ad hoc connections. The link associated with your Personal Room meeting is stanford.webex.com/meet/<your SUNet ID> (e.g., stanford.webex.com/meet/jsmith).

Join a pre-scheduled Webex video meeting

Through an email or calendar invite link

Typically, when someone sets up a video meeting they want you to attend, you receive an email and calendar invite that includes information for how to join the meeting (e.g., a Join Meeting button, a web link). When you click that link, you are connected to the meeting. If you do not have the Webex application open, you may be prompted for permission to open it.

Through the Webex Application

With the meeting ID number and password you can join a Webex meeting through the application.

  1. Click Meetings icon from Webex navigation menu in the navigation menu (left side on your computer, bottom on mobile)
  2. Click Webex join a meeting icon​ (Join a meeting)
  3. Enter the meeting ID and password when prompted 
  4. Click Start Meeting

Schedule a Webex video meeting

Most video conferencing meetings are scheduled in advance. You can schedule a planned meeting and notify all participants using the Webex Meeting Scheduler.

  1. Click Meetings icon from Webex navigation menu in the navigation menu (left side on your computer, bottom on mobile)
  2. Click Webex schedule meeting icon​ (Join a meeting)
  3. Complete the meeting scheduling template
  4. Click Schedule 

Note: By default, Webex uses Outlook to schedule meetings. If you do not want to use Outlook, you should 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).

Video call tips

Things to know

You can only have a video call with other people connected to Webex. They do not need to be Stanford Webex users but they must connect to Webex through the application or a web browser.

More about video calls

Learn more about using contacts at the Cisco Webex Help Center.

​

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 is currently working with users to sunset Jabber and migrate to Webex in the cloud for scalability, operational efficiency, improved user experience, and cost savings.

 

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.

  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.

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. 

  1. Open the Webex application
  2. If prompted:
    1. Enter your SUNet ID@stanford.edu 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 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:

  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. 
    1. 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 SUNet@stanford.edu 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)
    1. 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.

For questions or additional support, please submit a Help request.