Overview
This article will explain how to use Webex, the cloud based phone system that CC utilizes. This should be your start for general how to questions, and basic troubleshooting before giving Technology Solutions a call or submitting a ticket.
How to:
Upon opening the Webex application, upon start up it will ask you to sign in.
Select Sign in
Input "username@ccis.edu" format for Email Address
This should let you into the application
If you see the yellow error at the bottom, select the Open Settings button next to it
Input Username (just the portion before the @ symbol (ex: jmdoe123)
And then input Password (cc pass)
Once you see the green "Phone service connected" status, you have successfully signed in.
You can adjust all of your call related settings within Webex, this includes startup, audio, and UI settings.
Select the account icon (top left corner)
Select the Settings tab
- Within the General tab you can select or de-select having Webex start when your computer starts
- You can choose what screen you want to have automatically open when Webex starts
- And adjust the local time zone if you need to do so
If you select Audio you can see all of the settings you'll need to ensure you can hear calls and the caller can hear you.
- If you are in a personal office/work remotely you can choose to have your Ringers and Alerts play from your computer speakers (instead of headphones) so you can hear it when you are not at your desk
- If you are setting up Webex for the first time and work in a shared space, ensure you have your Ringers and Alerts set to your headphones (you can test this by hitting Test)
- You have the same options for Speaker and Microphone settings, don't forget to always Test to ensure you've chosen what you meant to choose.
Making and taking calls within Webex
Select Keypad to dial a phone number or extension
For different types of calls follow these dialing formats
- Typing an asterisk (*) before the extension will allow you to call or transfer to the extension's Voicemail
- Typing 1 before the phone number will allow you to call
- Typing 8 before the phone number will allow you to call
- Sometimes you need to put both 1 and 8 before a number to call
Incoming calls will appear in the bottom right corner of your screen
- If they are apart of the college and have an extension it will appear before the listed name (not pictured)
When you Answer the call you will see a screen that will allow you to mute, put on hold, transfer, and end the call.
- Select the Mute button to mute and unmute yourself during the call
- Select the ... to see more call options
- Selecting Hold will play the Columbia College hold tone for the caller
- Selecting Transfer will pull up a keypad to type in the transfer number or extension
- Selecting the Red X will end the call
To change the look of your Webex
Select the Account button then the Settings tab
- The Appearance tab will allow you to change the background color of your Webex (ex: light mode or dark mode)
- The Accessibility tab will allow you to change the font size within Webex and for notifications
- When you make any visual changes in your Webex it will require you to restart the program to view these changes
Troubleshooting Webex
Unable to receive or make calls
- Yellow error at the bottom of screen saying "Phone services are disconnected. Open settings" means you need to click on the Open settings and sign in. You will not be able to receive or make calls while this error is present.
- Green update button on the left hand side of your Webex may also keep you from being able to make or receive calls (this is not common though), we still recommend you update as soon as you see this in your Webex. This will close out of your Webex, but it typically only takes about a minute to finish.
Cisco Finesse or Salesforce
- Both applications that support Webex calling, some of the phone help desks use one or the other to keep track of metrics and manage the call ques and tiering systems.
- If you cannot log into Cisco or Salesforce at any time, ensure your Webex is signed in. You typically will not be able to sign in or "Ready Up" for calls unless your Webex is also signed in and working.
Escalating Webex and phone issues.
Ensure you call or submit a ticket if you are having any issues with your Webex application or phone.
Further escalation will go to Network Services
- Retrieve the agent line that the problem is on
- Is the issue with making calls, receiving calls, are they just outbound calls, or are they also internal calls
- Any access, or phone line changes need to be escalated as well and are not handled by the Help desk