FAQ - New phone system (Cisco)

If the phone registration gets stuck on "Phone is registering" the following workaround can be tried:

Please reset phone to factory settings:

→ Open settings (press the gear icon)
→ Administrator settings
→ Reset device
→ All settings
→ Confirm query

You will find further information on the Cisco Telephone System page.

If you receive an error during the RWTH Single Sign-On login in Jabber, you can proceed as follows.

Error:

Lösung:

• Open up "Internetoptions" in the Systemmanagement (alternatively call in the Windows menu via search)
• Navigate to "Advanced"
• Click on "Reset"
• Set the box "Delete personal settings" and hit "Reset"
• Login to Jabber

• If you want to reach a phone number within the RWTH, it is sufficient to dial the last 5 digits of the phone number, e.g. instead of +492418012345 only 12345.
• For external numbers either start with the prefix code "0" or with "+" and the corresponding country code, e.g. 00241... for Aachen or 00031... or +31... (for the Netherlands)
• This also applies to cell phone numbers.
• These rules also apply when setting up call forwarding!

Please contact the IT-ServiceDesk.

This may be an erroneous message.
If the room has not been removed by an administrator, open the Jabber chatroom tab and choose 'all rooms' instead of 'my rooms'.
Refresh the list there and check whether the room is available.
If it is, you can simply rejoin the room or contact a room administrator.  

If you are unable to log in your Jabber-Client or the Phone-Services are not registering, try the following procedures:

• Restart Jabber. Click on the small cogwheel symbol → Exit. Start Cisco Jabber again.
• Sign out. Click on the small cogwheel symbol → Sign Out. Click again on Sign In and complete the RWTH-SingleSignOn process.
• Reset Jabber. Click on the small cogwheel symbol → Sign Out. Click on Reset Jabber. Type in your RWTH-Account-name followed by @rwth-aachen.de ein (e.g. ab123456@rwth-aachen.de)

If you are still unable to login, please try to delete the Jabber-configuration files:

1. Close the Jabber client. Check that the Icon in the task bar is gone, as Jabber may still be running in the background.
2. Reset the Jabber client by removing the folders for usage data:
   1. Press <WIN>-R to start a program
   2. enter 'cmd' and confirm you wish to open the command prompt.
   3. execute the following commands:
      1. del /S /Q "%localappdata%\Cisco\Unified Communications"
      2. del /S /Q "%appdata%\Cisco\Unified Communications"
   4. restart Jabber and sign in again.

Should you be experiencing this, first close the Jabber client. Note that closing the window does not shut down Jabber completely, as it will keep running in the background, taking up fewer resources.

You can pull up the Jabber window again at any time by pressing the icon "" in the system tray.

1. Open the Cisco Jabber App.
2. Click on the gear symbol at the top right.
3. Select <View>.
4. Click on <Show docked window>to remove the tick next to the setting.

Incidents can be reported to the IT-ServiceDesk via fax, email oder telephone.
We ask you to please include all the information requested in the forms in order to avoid unnecessary back and forth and ensure a swift resolution of the incident.

This message can be closed with the help of the "Close" button.

Such message appears when the server cannot be reached. If the message appears again the next day after you have closed it, please contact the IT-ServiceDesk.

Users who have logged off from all devices are unreachable if they have not otherwise informed the telephone system where the call is to be routed.
The way to do this is to set call forwarding.
Users can configure under which conditions calls should be diverted: This can also be initiated precisely for the case that one is no longer logged on to any device
See: Forwarding using the TK-Portal

Sie können versuchen an Hand der folgenden Anleitung einen Reset des Telefons durchzuführen

1. Schalten Sie zunächst das Telefon aus und entfernen Sie die Stromversorgung.
2. Im Anschluss können Sie die Stromversorgung wieder herstellen. Um den Reset durchzuführen müssen sie während das Telefon hochfährt die #-Taste gedrückt halten.
3. Wenn Sie dies erfolgreich getan haben, leuchtet die Headset Lampe (unten rechts) grün. 
4. Jetzt tippen Sie von oben nach unten das gesamte Tastenfeld ein, also in der Reihenfolge 1 -> 2 -> 3 -> 4 -> ... -> 9 -> * -> 0 -> #.
5. Sollte die Eingabe korrekt erfolgt sein, so leuchtet die Stumm-schalten-Taste (unten rechts) rot auf und der Reset wird durchgeführt. Dies kann einige Minuten in Anspruch nehmen.

Sollte im Anschluss der Fehler immer noch bestehen, öffnen Sie bitte ein Ticket wie gewohnt.

• For use, a connection with the Cisco AnyConnect VPN client to the institute network is required.
• When making a Cisco Jabber call over a Wi-Fi network, if the audio signal on the call is only one-way, one should first verify that the Cisco AnyConnect VPN client is being used.
• If using another VPN client, make sure that this VPN client has been installed and configured using the appropriate third-party documentation.

• The display name change is currently only available upon request.
• Write a mail to servicedesk@itc.rwth-aachen.de with the following information:
  • current display name
  • new display name

Other than in the past, the new phones are no longer tied to a particular person and do not need to be moved with you. Instead, you will be able to log in to the phone* at your new workstation. Your personal phone number and any settings, such as configured speed dial buttons, will also be transferred to the new phone.

Please do not try to take the phone with you or to plug it in elsewhere. Do not unplug the phone or switch, because the port will automatically be locked by our security configuration and a reactivation is only possible through the IT Center. Please contact the IT-ServiceDesk in these cases.

*Applies for Cisco Telephones that are part of the new phone system.

The TK-Portal can be used to set up speed dials. Speed dials can also be saved and grouped on the Cisco Jabber client. Instructions for setting up and using speed dials can be found here.

The new telephone system also allows the phone book to be accessed via Cisco telephones and the Cisco Jabber client. These can be used to search for contacts and start calls. A guide can be found here.

Yes, it is possible to use a telephone number in conjunction with only the Cisco Jabber client software.

Cisco telephones should be used with a USB headset. Most headsets should come with appropriate adaptors. Should you require a new headset or an adaptor, please contact the IT contact person in your institute.

When using the standard configuration, the screen will be turned on automatically from 07:30 until 18:00. After this time, the screen will only remain illuminated for an hour after the device is used.

The angle of the phone can be adjusted by around 10 to 20 degrees. The silver stand of the phone can be adjusted accordingly.

An overview of the available telephony devices for the new system can be found under Cisco Phones.