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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. This service also allows self-service control over several phone settings like call forwarding, voicemail PIN resets, Do Not Disturb settings, blocking numbers, and more.
Submit a request for Webex Calling support.
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The following steps describe how to install Webex and log in for the first time.
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:
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- 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.
- Save the file to your computer.
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Locate the downloaded file in your computer and run the installer.
- Follow the on-screen prompts and finish the install.
Steps for sign-in on a desktop or laptop
- Once the Webex application has been installed, open it using the Webex icon.
- The login screen opens. Enter your UD email address example@udel.edu.
- After clicking Next the page redirects to the UD CAS service. Enter the required information including 2FA if prompted.
- Click OK after reading the Emergency Calling Notification.
Critical: Setting your emergency (e911) location information
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 per UD voice policy. E911 location data is essential for 911 calls to be accurately routed in the event of an emergency and is mandated by federal law.
Set up E911 location information.
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Installing and logging in to the Webex application on an iOS device
- Download the Webex application from the App Store. Verify that it is the "Webex" application and not Webex Meetings, Webex Calling, or Webex For Intune.
- Install the application.
- Open the Webex application.
- Enter your UD email address at the sign in screen and click Next.
- 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.
- 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
- Download the Webex application from the Google Play Store. Verify that it is the "Webex" application and not Webex Meetings, Webex Calling, or Webex For Intune.
- Install the application.
- Open the application.
- Enter your UD email address at the sign in screen and click Next.
- 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.
- 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
This section covers making calls and other features.
Making a call
- On the left navigation pane select the calling icon.
- To make a call, click in the Search or dial box, and then enter the phone number or type the user's name.
- For Dial by name, if the user is on the UD Webex system, their name will populate by typing in the box.
- For Standard calls dial 1+ area code + phone number like this "1-302-831-XXXX". Note: 4-digit dialing will no longer work and there is no need to dial a 9 for an external call.
- 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.
Hold
- Clicking the Hold button will place the call on hold with music.
- Press the Resume button to continue the call.
Transfer
- 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.
- The call will be connected to the transferee. Take a moment to let the person know that a call is being transferred to them.
- When ready press the Complete Transfer button to finish the transfer.
Conference
- Clicking the Conference button will open the Conference Call dialog box.
- 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.
- When ready to join the calls click the Merge Calls button.
You may conference up to 6 users by repeating the steps to add a user to the conference.
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Voicemail
Go to Webex Voicemail Instructions.
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Call Queue
If you are a member of a call queue, you can check your queue status in the Webex Client.
- To check your queue status, click on Queues on the app's bottom bar.
- A pop-up opens with a series of drop down arrows to click. From the Agent Status drop-down, select either:
- Available - You are ready to receive calls or
- Unavailable - You are not ready to receive calls.
Call Forwarding
- Go to your profile picture, select Settings (Windows) or Preferences (Mac), and then click Calling.
- 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.
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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
- Click on the Calling button at the bottom of the Webex application. This will take you to the Recent Calls page.
- Click the phone icon at the bottom-right corner of the screen.
- Click Dialpad.
- Enter the 10-digit phone number to dial and click the Phone button to complete the dial.
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Dial by contact
- Click the Search icon at the bottom of the screen.
- Type the name of the person you want to dial.
- Click the Phone icon next to the user to dial.
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Support and troubleshooting
Telephone Services Videos
Telephone Services has recorded a series of videos to help users become familiar with the features of Webex Calling:
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:
- Make sure you are signed into the Webex app
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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 for App Updates
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 can click that message to install the updates.
Check Webex Status
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Recommended Settings Changes
Turn off device detection
Webex 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 automiatically, 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.
- Click Save.
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