Cisco Jabber & Finesse: Login and Troubleshooting

For users who have been given access to University Telephone Services via Cisco's Jabber and/or Finesse applications, this Knowledge Base Article will provide a walk-through for logging into Cisco Jabber and Finesse as well as provide troubleshooting steps for common problems experienced with these applications.

1. Terms & Definitions
2. Cisco Jabber Login
3. Cisco Finesse Login
4. Troubleshooting

• Cisco Jabber
  • A "soft phone" application for PC and Mobile Devices that provides users the ability to make and take calls from the University Telephone System
• Cisco Finesse
  • A web application that allows users to take calls from their assigned department's call queue via their assigned primary device, be that Cisco Jabber or a desk phone
• OneID Credentials
  • A user's e-mail address and password used for logging into multiple University resources, such as their University e-mail
• Finesse Agent Extension
  • A user's phone extension used for taking calls from their department's call queue.
  • While this may sometimes be the same as the user's personal extension, this additional extension often carries additional numbers prior to their normal 5-digit extension (eg. 8351234 instead of 51234)

1. Open the Cisco Jabber application
2. Enter your University e-mail address and click "continue"
3. Enter your University OneID password in the new field the appears under your OneID username, then click "Sign In"
4. You may receive an Emergency Number Notice pop-up. You must click "OK" on this additional window for Jabber to successfully connect to phone services.
5. Verify that you are successfully connected to phone services by checking that the computer icon at the bottom of the screen is green.

1. If you are not already connected to the campus network (working remotely or off-site), log into the campus network using the Unversity's Cisco Secure Client VPN application
2. Ensure your primary Finesse device (be it a Desk Phone or Cisco Jabber) is already online and connected to phone services
   1. For Users with Cisco Jabber set as their primary Finesse device, ensure you follow the previous "Cisco Jabber Login" section, most notably the final step for ensuring Jabber is connected to phone services.
3. Open your web browser (FireFox, Chrome, Edge, etc.) and navigate to the University's Cisco Finesse website.
4. Enter your OneID username, Password, and Agent Extension; then click "Sign In"
   • If you do not know your Agent Extension, check with your supervisor and then submit a Service Request if they are unable to provide it to you.

Cisco Jabber

• Callers Cannot Hear Me/ I Cannot Hear Callers
  • This often occurs when a user has an incorrect audio input or output device set in their Jabber settings.
  • This can be resolved by first opening your Jabber settings by clicking the gear/cog icon at the top-right of your Jabber window, then clicking "Settings" in the resulting menu
  • Within the settings menu, click on the "Audio" option from the left-hand menu
  • Within the Audio section, ensure that your desired audio device is selected for:
    • Speaker: The device that your call's audio will play out of, often a USB or bluetooth headset provided by the user's department
    • Microphone: The device that will record your voice so your caller can hear you, often the microphone included in the user's headset but can also be a webcam microphone
  • Your selected devices can be tested by pressing the "Play"/arrow button next to the "Speaker" selection menu and by monitoring the microphone volume bar beneath the Microphone audio level slider. It should fill up with color as you speak into your microphone, indicating audio is being heard.
  • If you are follow these steps but are unable to resolve the issue, you should submit a service request for desktop support stating you need assistance connecting audio devices to your computer and selecting them in Jabber.
• Jabber can't connect to phone services
  • This can either mean that your profile is not setup from the system side, you could also be encountering a simple connectivity error.
  • First, try resetting Jabber by clicking the gear icon in the top-right corner and choosing "Sign Out"
  • Then, from the Sign In screen, either click the "Reset Jabber" option under the "Sign In" button, or click the gear icon in the top-right corner, choose "File," then choose "Reset Jabber"
  • If this does not resolve your issue, submit a  service request for Telephone Support.

Cisco Finesse

• Failed to Connect to Phone
  • This often occurs when a user's primary phone (Jabber or desk phone) is not connected to phone services prior to attempting Finesse login.
  • Users can correct this by closing their Finesse window and following the above section for "Cisco Jabber Login," most specifically the final step for ensuring you are connected to phone services.
  • For users who have a desk phone set as their primary Finesse device, this should only occur when the phone is offline and can be corrected by restoring the phone's network connectivity and ensuring it is registered, indicated by the user's extensions/lines being present on the phone's screen.
• White Screen After Logging Into Finesse
  • This often occurs when a user is not assigned to a team in Finesse, but is setup such that they have access to Finesse.
  • Users encountering this issue should inform their Supervisor that they need to be assigned to their department's call queue, which can be done by submitting a service request for Telephone Support.
• Resource Not Available
  • This often occurs when a user is not setup for Finesse access or when the user is experiencing a basic browser or certificate error.
  • Many instances of this can be reset by clearing your browser's cache.
  • If clearing your browser's cache does not resolve this issue, submit a service request for Telephone Support.

Need help? Submit a ticket at support.ncat.edu.