Q: Is there a cost for a Webex number?
A: $15/mo per phone number.
Q: Can I request a new desk phone?
A: In most cases, a desk phone is no longer needed as all calls will go through the Webex application. If you determine that a physical phone is still required in lieu of the Webex application, you can request a new telephone from Telephone Services. A quote for the new phone will be provided. The cost of the new phone will be billed back to whichever departmental purpose code you provide.
Q: If I want to purchase my own headset, what recommendations would UDIT make?
A: UDIT recommendations for headsets and other peripherals are listed in this article.
Q: How can I forward my 831- number to my cell number?
A: If you install the Webex app on your cell phone, you will not need to forward your number to your cell. Calls will ring to the app, and outbound calls from the app will display your 831- number. If you still prefer to forward your 831- number to your cell, you can access your features at user.webex.com.
Q: Does Webex Calling require a 9 for an external call, and can we still dial 4 digits for an internal call?
A: Four-digit dialing to and from your phone line will no longer work with Webex Calling. Those you are calling and those calling you will need to use ten-digit dialing: (302) 831-XXXX. Using four-digit dialing may result in an error message.
Q: How do fax lines work with Webex?
A: Please determine whether your department still has the need for a fax line. (Some departments have chosen to port their fax number(s) to eFax, which is a digital, yet secure, fax service.) The cost for a fax number is $15/mo. Fax lines are analog and therefore they require a media converter to work. If there is no existing media converter in your building (these are located in the telecommunications room), you would be responsible for purchasing a new one. Telephone Services does not support the actual hardware, only the fax line. If you are having issues with your fax, please reach out to the vendor that you purchased the fax from. If they determine it’s a possible issue with the fax line, you can email telephone-services@udel.edu for support. If you need to move your fax line to another jack or location, please email telephone-services@udel.edu as well. A technician will need to come on-site to move the fax line to the appropriate jack. A purpose code will be required, as the tech labor rate (@ $60/hr) would apply.
Q: What information do I need to provide for E911 Settings?
A: The icons in the bottom left of the Webex app should show Call Settings, Call Pickup and E911 Settings, or you may see a pop-up that says “Address required for E911 service.” Click Add address and fill out your current location. People who use the Webex Calling app on desktops and laptops are required to set their Enhanced 911 (E911) location within the Webex application each time their working location changes. E911 location data is essential for 911 calls to be accurately routed in the event of an emergency and is mandated by federal law. If the E911 Settings button has a red “X” next to it at any time, you will need to click on it and set your location. If your device changes location, a new IP address will be detected and you will be prompted to enter a new location.
Q: How does voicemail work with Webex?
A: Every phone line, associated with a user, will have voicemail. Voicemail can be accessed from any of the following: Webex app, Webex User Portal, or by calling into the Voice Portal (3028317555). You can set a system greeting or a custom greeting. Voicemail defaults to the system greeting.
Custom voicemail (VM) greetings can be set up by calling into the Voice Portal (3028317555). Enter your mailbox ID (302831xxxx) followed by #, then your PIN, followed by #. (If you call the Voice Portal via the app, you will only be prompted for your PIN, not the mailbox ID.) You will then be prompted to set up your personalized name. Follow the prompts to set up your VM box and customize your greetings. You need to set your initial VM PIN within the settings portal, user.webex.com; log in and click the gear, then Calling, then Voicemail, then Reset Voicemail Pin option prior to setting up your VM.
Q: What should I do if I’m not receiving incoming calls through Webex, or they’re going straight to voicemail?
A: If you are not receiving incoming calls, check two things:
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Make sure you are signed into the Webex app.
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Check to see whether your calls are set to go directly to voicemail by clicking on Call Settings at the bottom left of your Webex app. You will see Call Forward with a drop-down box. The options are Do Not Forward Calls or Voicemail. If Voicemail is selected, change to Do Not Forward Calls to receive incoming calls.
Q: What should I do if I'm trying to access Voicemail and it tells me I've been locked out?
A: You get locked out if you have entered the incorrect PIN. You need to reset your VM PIN within the settings portal, user.webex.com; log in and click the gear, then Calling, then Voicemail, then Reset Voicemail Pin option.
Q: How do I transfer a voicemail to another extension?
A: In the Voice Portal select, option 1, option 1, option 9, option 2, option 3, then enter the extension (302831xxxx) followed by the pound (#) sign. (Keep in mind that the number you are transferring to needs to be on Webex).
Q: How do I transfer a call directly to another person's voicemail?
A: Click transfer, then *55, then the full phone number (302831xxxx).
Q: Can I record a Webex call?
A: Yes. Contact Telephone Services at telephone-services@udel.edu to enable the Call Recording feature. Your account can be set up to record ALL calls or to only record calls ON DEMAND. For state compliance,a recording start/stop announcement will play to alert both parties that the call is being recorded. Recordings will be saved for 30 days and can be accessed and/or downloaded during that time frame.
Q: Does the Webex application automatically update or are users required to manually update?
A: The Webex application will not automatically update. Keeping Webex updated can prevent problems and fix existing issues. Periodically check for and run any available Webex desktop app updates to ensure it is current. Check for updates from the home screen of the Webex application. Click the question mark at the bottom left, and then click Check for Updates.
When an update is available, you may see Update Ready beneath the Voicemail icon in the Webex app navigation menu, and you can click that message to install the updates.
Q: Does Webex Calling work with Linux machines?
A: Webex Calling does not currently work with Linux. We are sensitive to the lack of support for Linux but do not have a current work around. The application can be used on any Windows or Apple device as well as mobile devices. Or your number can be forwarded to another phone number through the client portal.
Q: Can you chat with another Webex user?
A: You will not be able to chat with other Webex users in the application. The chat features in Zoom or Teams can be used for this purpose.
Q: Can you text using the Webex app?
A: While Webex does offer texting, we do not have that feature enabled at this point. It is on our roadmap and it is a feature that we would like to offer in the future.
Q: Can we block spam callers?
A: Yes, you can selectively reject calls. From the calling user portal (user.webex.com), sign in and then navigate to the gear, then Calling, then Call Settings. Toggle on “Anonymous Call Rejection” which will reject all incoming calls from unidentified or blocked Caller IDs. Click “Save.” Check out a video demonstration of this feature from Cisco.
Q: How do I transfer a call in Webex Calling?
A: While you're on a phone call, tap More and then select Transfer. Enter the number (using the dialpad) or the name (using the keyboard) of the person who you want to transfer the phone call to. Tap next to the person's name, and then choose whether you want to call their work or mobile number. Tap again.
Q: My microphone/webcam is always on when Webex is running. What can I do about this?
A: The Webex desktop app can use signals from your microphone and wi-fi to detect other devices that can be connected to Webex meetings. Because UD's Webex implementation allows for calls only (Zoom and Microsoft Teams can be used for meetings), we recommend using the directions below to disable the device detection settings.
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From the top left-hand corner of the app, click on your initials.
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Select Settings.
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Select Devices.
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From the bottom up, uncheck the Use Wi-Fi Use ultrasound, Connect to the nearest device automatically, and Use ultrasound checkboxes. If you check the boxes from the top down, you will not be able to uncheck Connect to nearest device automatically; the setting will effectively be off, as it is dependent on the ultrasound signal.
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Click Save.
Q: How do I set up speed-dial in Webex calling?
A: You can add contacts to a personal directory in the calling user portal. From here, you can create speed dials for personal contacts to use when making calls.
Go to user.webex.com, click on the gear on the left-hand side, select Calling, then Contacts. You will then have 2 choices, Speed dial contacts or Non-speed dial contacts. For Speed dial contacts, click on ‘Add contact’ on the right-hand side. Enter the Name and Phone Number of the contact to add. Select a Speed Dial number from the drop-down menu. You can set up to 100 (00-99) speed dial codes for your frequently called numbers. To place a call to a speed dial contact, dial #, followed by the speed dial code, then # again. For Non-speed dial contacts, click on ‘Add contact’ on the right-hand side. Enter the Name and Phone Number of the contact to add. These will appear in your Webex App under Contacts. You also have the ability to add contacts under the Contacts section of the app, or you can do it directly from your Calls list be right clicking on the name.
Q: Is international calling available through Webex Calling?
A: Yes, it can be provided for individual users. Contact Telephone Services at telephone-services@udel.edu to enable international calling. Note that you will no longer need to dial 9 before starting the call. Instead, dial 0-1-1 and then the international number you wish to call (country code, city code, then number).
Q: I only have one active port in my office and I need it for my computer. How do I connect a physical phone?
A: You can plug your computer’s network cable into the computer jack on the back of the phone. Then the phone’s network cable would go from the network port on the back of the phone, into the network port on the wall.