FAQ - Webex (Operation Start)

The correct e-mail address is already displayed in the TC portal and in Webex. However, the error message "Your account is not authorised. Please contact your administrator".

This may be due to the fact that the Webex account was only recently created. It may take up to an hour for the data to be fully synchronized in the system.

Please be patient at this point. If you are still unable to log in, please try the following:

1. Log out of Webex.
2. Close Webex completely. Also via the taskbar
3. Try logging in again via Single Sign-On.
4. The login should now work.

To ensure that Webex is automatically used as the telephone client when you click on telephone numbers, you can configure Windows as follows:

1. press the Windows key to load the Start menu and enter "Default apps"
2. then click on the " Choose default applications by protocol" link in the new window
3. scroll down the list to the "TEL" protocol
4. click on the button after the protocol name and select Webex as the default application.

If the Webex telephone service is not available in the app on your smartphone, an orange exclamation mark will appear next to the Calls button. 

To re-establish the connection, you must switch the appropriate option for your operating system (Android softphone client or iPhone softphone client) off and on again in the TK-Portal and restart the app. 

Then follow the instructions in the app to log in again.

The following contacts are migrated to the Webex app:

• Jabber directory contacts whose emails are also available in Webex
• Customised contacts and photos

It is not possible to display contacts by last name

The e-mail address can be freely selected from the addresses displayed in the TC portal. The selected e-mail address also corresponds to the e-mail address used for the Webex account.

Options:

1. Selection of the work e-mail address. If an e-mail is stored for the person in the personal directory, this can be selected. (If a person has two entries, e.g. at two different institutes, both e-mail addresses are also available for selection)

2. Selection of the personal RWTH e-mail address. If a personal RWTH e-mail address is available, this can also be selected.

3. If neither an official e-mail address nor a personal RWTH e-mail address is available, a cryptic @webex e-mail address is available for selection.

If the Webex client does not generate an audible ring despite correct device settings, it is necessary to deactivate the "Softphone-Client Desktop" setting in the TC Portal and reactivate it after a waiting time of around 10 seconds.

You must then completely exit the Webex client by clicking on "Sign out" in your profile (see point (1) in the Webex user interface). You must then log in to Webex again. Logging in to the Webex client is done via the primary e-mail address displayed in the Webex account in the TC portal. You will then be redirected to the RWTH Single-Sign On, where you enter your user ID in the format ab123456 and the corresponding password.

If this does not work, the computer must be restarted. Webex should then ring clearly.

• You can share your Webex screen during an ongoing video conference if the meeting host has authorized this.
• To do this, first select the Share screen function. A bar will now appear at the top of your screen. 
• Click on More sharing options and then select the Show my Webex app option.

The synchronisation of Webex and Outlook calendars is not yet optimal. After the meeting has been deleted in the Outlook calendar, it still exists in the Webex calendar. This is also the reason for the notification.

As a workaround, the appointment in Webex must also be deleted manually.

The synchronization of the Webex and Outlook calendars is currently not yet optimal. After the date of a meeting or meeting series has been changed in Outlook, it is not automatically adjusted in the Webex calendar. This results in the wrong notification.

The following workarounds are available:

1. The creator of the meeting or meeting series cancels it and creates a new meeting or meeting series.

2. You deactivate the notification function (Aus) for meetings in the Webex settings. This means that you will only receive the correct notification for a meeting or meeting series in Outlook.

If you cannot find your chat directly, click on the filter button with the 3 dashes. A selection will then open where you can click on Hidden.

Your hidden chats or areas will now be displayed here. Hidden chats are no longer displayed in your message list. Right-click on the hidden chat to show it again.

Webex offers a very high level of security and data protection for meetings and chats. All meetings, calls and chat messages between Webex clients, RWTH telephones and combiantions of the two are encrypted. This means that telephone calls via the RWTH telephone system with Webex softphones or desk phones are also encrypted and are made exclusively on RWTH infrastructure.

To increase the level of security, the key management for all RWTH Webex participants is also operated locally on servers in RWTH data centers.

If you want to hold confidential meetings, such as HR meetings, you should proceed as follows:

Create a Webex meeting of the type "private meeting". Proceed as follows:

• In the Webex application, select the "Meetings" tab on the left-hand side of the screen, then "Schedule meeting".
• Then click on "Advanced settings".
• You should now be able to select the "Meeting type" at the top right of the screen.
• Please select "Webex Meetings Private Meeting (Video Mesh only)" here.

In this case, voice and video data from this meeting will only be distributed via resources in RWTH data centers. The following restrictions apply:

• Only RWTH members registered in Webex can participate.
• The meeting can only be attended with the Webex app.
• All end devices must be connected to the RWTH network. This is also possible via VPN, e.g. from the home office.