University of Delaware Webex Calling

Webex Calling is the University of Delaware's voice (telephony) service. Webex Calling is hosted through an application that can be downloaded onto a desktop, laptop, or cellular device so that it can make and receive phone calls from your UD phone number. Webex Calling allows encrypted calls to work from any location, whether on or off campus. 

Submit a request for Webex Calling support.

Important Notes:

  • The University of Delaware is currently migrating to Webex. If you have not been migrated yet and are still using a Cisco (VoIP) desk phone, please use this site for information.
  • If you have a UD-managed device, you will not need to download the Webex application onto that device. Your IT Professional will push the application to your managed device for you. The Webex app will be in the Applications folder (Mac) or on the Start Menu (Windows).
  • You will not be able to log in to the Webex application until your migration has been scheduled. You will receive an email from UDIT about your migration. Learn more about the migration to Webex. 
  • If you already have a Webex account that is associated with your UD email address, once your phone line is migrated, you will be asked whether you would like to merge your accounts. If you do not wish to merge accounts, you will be asked to provide a different email address for the non-UD account.
  • Please note 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 devices as well as mobile devices.

Contents

 


Getting Started

Installing the Webex Client on a desktop or laptop:

To check whether the Webex client is already installed on your computer, search for the Webex icon on the Start menu in Windows or the Launchpad for Macs. 
 
If Webex is not installed, follow these steps:
  1. Visit UDeploy to download the Webex client.
  2. Another tab opens to the Webex Downloads page.  
    • If you use a Windows system, use these Microsoft directions to determine whether your system is running 64 or 32 bit Windows. Click the button most appropriate for your device.
    • If you use a Mac, use Apple’s System Information to determine which processor your Mac is using. If you see Apple M1 (or higher) in the “Chip” section, you are using a Mac with an Apple M1 or higher chip. If you see an Intel processor in the “Processor” section, you are using a Mac with an Intel chip. Click the button most appropriate for your device.

Download Webex app buttons shown in screenshot. Options are to download Windows 64 bit or Windows 32 bit

  1. Save the file to your computer.
  2. Locate the downloaded file in your computer and run the installer.

  Webex Setup wizard welcome page with button to click "Next".

  1. Follow the on-screen prompts and finish the install. 
 

Steps for sign-in on a desktop or laptop

DO NOT log in to the Webex application until you have been notified that your line has been migrated as this will create an unaffiliated account.

  1. Once the Webex application has been installed, open it using the Webex icon. 

displays webex icon from start mentu

  1. The login screen opens. Enter your UD email address example@udel.edu. webex welcome screen with field to type email address and "Next" button
  2. After clicking Next the page redirects to the UD CAS service. Enter the required information including 2FA if prompted.  
  3. Click OK after reading the  Emergency Calling Notification

EmergencyDialingNote and "OK" button


Critical: Setting your emergency (e911) location information

The Webex app loads and appears similar to the screenshot below. Verify the icons at the bottom left of the app show Call Settings, Call Pickup and E911 Settings

You may see the "required for E911 service" pop-up message. If you use the Webex Calling app on a desktop or laptop, you are required to set the Enhanced 911 (E911) location within the Webex application each time your 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.

  1. Click Add address.

E911 alert notification

  1. Fill out the following and click Save.

E911 address fields

After adding an address, it appears in the list of saved addresses. If you work in multiple locations and want to add all your addresses at once, choose Clear address, and enter the information for your other work locations. 

clear address button is indicated

If your device changes location, a new IP address will be detected and you will be prompted to enter a new location. When your work location changes, be sure to click the E911 settings button and change your 911 work location. 

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 current location. A green check indicates your address has been set.

E911 settings button in WebEX

Contents


Installing and logging in to the Webex application on an iOS device

  1. Download the Webex application. 
  2. Install the application. 
  3. Open the Webex application. DO NOT follow these next steps for logging in to the Webex application until you have been notified that your line has been migrated as this will create an unaffiliated account. 
  4. Enter your UD email address at the sign in screen and click Next
  5. You will be redirected to the UD Central Authentication Service page. Enter your UD username and password as usual. On the next screen you will be prompted to enter your 2FA information. 
  6. Once logged in, you will be asked to accept a variety of permissions for the application before you are able to start using the app (contact, notifications, location, microphone, camera/video), you only need to 'accept microphone' for the application to work. 

Installing and logging in to the Webex application on an Android device

  1. Download the Webex application from the Google Play Store.
  2. Install the application.
  3. Open the application. DO NOT follow these next steps for logging in to the Webex application until you have been notified that your line has been migrated as this will create an unaffiliated account. 
  4. Enter your UD email address at the sign in screen and click Next
  5. You will be redirected to the UD Central Authentication Service page. Enter your UD username and password as usual. On the next screen you will be prompted to enter your 2FA information.
  6. Once logged in, you will be asked to accept a variety of permissions for the application before you are able to start using the app (contact, notifications, location, microphone, camera/video), you only need to 'accept microphone' for the application to work.  

Using the Call Feature(s) on a Desktop or Laptop

Making a call

  1. On the left navigation pane select the calling icon.
    Call button is indicated with a phone icon
  2. To make a call, click in the Search or dial box, and then enter the phone number or type the user's name. 
    1. For Dial by name, if the user is on the UD Webex system, their name will populate by typing in the box. 
    2. For Standard calls dial 1+ area code + phone number (1-302-831-XXXX). Note: the dashes are not required when entering a phone number.

Dialing window shows "Search or dial" field, and "audio" and "video" buttons

  1. Press ENTER on your keyboard or press the Audio button on-screen. The call will be placed. 

In-Call Features

Once a call is connected, the More button (displayed as three vertical dots) will give the option to hold, transfer, or use conferencing.

The More (three dots) button and options to click Hold, Transfer, or Conference are displayed.

 
   

Hold

  1.  Clicking the Hold button will place the call on hold with music.
  2. Press the Resume button to continue the call.

The "Resume" button is displayed

Transfer

  1.  Clicking the Transfer button will open the Transfer Call dialog box. Enter the number or search for the user in the Search or dial dialog box. When done press Enter on the keyboard or click the Audio button. 
  2. The call will be connected to the transferee. Take a moment to let the person know that a call is being transferred to them. 
  3. When ready press the Complete Transfer button to finish the transfer. 

The Complete Transfer button is indicated.

Conference

  1.  Clicking the Conference button will open the Conference Call dialog box. 
  2. Enter the number or search for the user in the Search or dial dialog box. When done press the Enter button on the keyboard or click the Audio button.                 

Transfer call window shows "Search or dial" field, and "audio" and "video" buttons

  1. When ready to join the calls click the Merge Calls button.  

The Merge Call button is displayed

You may conference up to 6 users by repeating the steps to add a user to the conference.

Contents

Voicemail

Voicemail can be accessed from any of the following: Webex app, Webex Settings Portal, or by calling into the Voice Portal (3028317555). An initial voicemail PIN must be set on the Webex Settings Portal (https://settings.webex.com/) by clicking the Reset Voicemail Pin option. Voicemail greetings can be set up by calling the Voice Portal.  

Creating a Voicemail PIN in the Webex Settings Portal

  1. Go to https://settings.webex.com/
  2. Log in using your UD email address: example@udel.edu. Once redirected to the Central Authentication Server fill in your Username, Password and 2FA.  
  3. Once at the Webex User Portal screen, click on blue Reset Voicemail PIN. Create your PIN.

Setting up Voicemail:  

Call into the Voice Portal, 302-831-7555, 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 be prompted to set up your personalized name. Follow the prompts to set up your VM box and customize your greetings:

  1. Press 1 to access your Voicemail box
  2. Then press 2 to change your busy mailbox greeting.
  3. Then press 3 to change your no answer mailbox greeting.
 

Voicemail in Webex App

Open the Webex App and select the Voicemail icon from the left navigation menu. 

Note: A PIN does not have to be set to access voicemail via the app.

Voicemail launch button is indicated

Voicemail in the Webex User Portal

  1. Go to https://settings.webex.com.
  2. Log in using your UD email address; example@udel.edu. Once redirected to the Central Authentication Server fill in your Username, Password and 2FA
  3. Once at the Webex User Portal screen, click Reset Voicemail PIN, and then click the Webex Calling tab.

  Reset Voicemail PIN button and Web Calling tab are indicated

  1. The User Portal window opensVoicemail can be played or deleted from this portal. The default configuration is set so that all voicemails will be sent to the user’s email as a .wav file. This can be changed or removed within Voicemail Settings.

User Portal with options to go to Voicemail, Call History, Call Settings, Directory, or My Apps are displayed

 

Contents

Call Queue

If you are a member of a call queue you can check your queue status in the Webex Client. 

  1. To check your queue status, click on the picture or initials in the top left corner to access the Settings. 
  2. From the Settings menu select Calling then Call Queues and call queue settings. 
  3. A window opens with a series of drop down arrows to click. From the Status drop down select either:  
    • Available - You are ready to receive calls or
    • Unavailable - You are not ready to receive calls.

Call Queue window, Clicking Settings displays Webex Options window

Call Forwarding

  1. Go to your profile picture, select Settings (Windows) or Preferences (Mac), and then click Calling.
  2. Go to Call Forward and then add a number to forward calls to or choose to forward your calls to voicemail.

Note: After you've turned on call forwarding, Phone and forwarding settings  in the footer for your app turns green and stays that way until you change the setting back to Do Not Forward Calls. You can manage your call forwarding from there.

Contents

Using the calling features on a mobile device

Calls can be made either by direct dialing a number or by searching for a contact.

Direct Dialing

  1. Click on the Calling button at the bottom of the Webex application. This will take you to the Recent Calls page.

Calling button

  1. Click the phone icon at the bottom-right corner of the screen.
    Calling button
  2. Click Dialpad.
    Dialpad
  3. Enter the 10-digit phone number to dial and click the Phone button to complete the dial. 
    Type to dial

Contents

Dial by contact

  1. Click the Search icon at the bottom of the screen.
    Search icon
  2. Type the name of the person you want to dial. 
    People
  3. Click the Phone icon next to the user to dial.
    Call Chris

Contents


Support and troubleshooting

Support: Telephone Services Videos

Telephone Services has recorded a series of videos to help users become familiar with the features of Webex Calling:

 

Support: Cisco Documentation/Videos

Cisco has provided videos and documentation related to Webex Calling features:


Troubleshooting:

Incoming calls going straight to voicemail

If you are not receiving incoming calls, check two things:

  1. Make sure you are signed into the Webex app
  2. Check to see if 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 Foward Calls to receive incoming calls.
 

Check Webex Status

Contents

Details

Article ID: 900
Created
Wed 1/5/22 3:07 PM
Modified
Wed 5/25/22 4:01 PM

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