Help Desk - Troubleshooting Headset and Cisco Jabber Software Decision Tree

This document is intended to guide you through the troubleshooting steps for questions and problems with VoIP Headsets and the Cisco Jabber client.

  • Are you able to connect to Jabber, but are having audio issues?
  • Yes
    • Are you using a headset or other audio device such as a Jabra 510
    • Yes
      • Are you connecting a Bluetooth headset with you computer?
      • Yes
        • Please try another means of connecting your headset if possible. For example, the Jabra headsets acquired through the VoIP migration project come with a dongle. Using the dongle will give you better audio quality.
      • No
        • Can they hear other audio with the headset? Have the customer listen to music, YouTube, or other audio source.
        • Yes
            1. Go to the Gear Icon in the upper-right corner of Cisco Jabber.

            2. Select "Options."

            3. Choose "Audio" from the left menu.
            4. Make sure the headset is selected in the speaker drop-down menu.

              Note: If the customer is using an Evolve 65 headset, it will be listed as Jabra LINK 360.

            5. Adjust the slider below this field to adjust volume.

              audiosettings.jpg

            6. Have the customer test the speaker using the "Play" button to determine if there is now audio.
            7. Make sure the headset is selected in the microphone drop-down menu.
            8. Adjust the slider below this field to adjust volume.
            9. Have the customer test the microphone by speaking into it. The dots below the microphone field will indicate volume.
            10. Press the "Advanced" button. Have the customer arrange the devices so that their headset is at the top of the list for speaker and microphone. The arrows to move the device will not be active until you click on them in the list.

              advancedoptions.jpg

            1. Under the Jabber Menu, choose "Preferences."
            2. Choose "Audio/Video."

              mac_settings.jpg

            3. Make sure that "Audio" is selected at the top.
            4. Verify that the headset is selected.
          • Please follow the instructions for the customer's operating system. Were you able to resolve the problem following those steps?
          • No

            • Please call the DoIT Help Desk to create a ticket

        • No
          • Check audio setting on the computer to make sure that the computer is recognizing the headset.
          • If wireless, make sure that the headset is charged. If it is an Evolve 65 wireless headset, make sure the dongle is plugged into the computer. Computers can connect to these headsets without the dongle using Bluetooth, but the audio quality may suffer.
          • If not wireless, make sure that the headset is plugged in.
          • (If possible) have the customer use another headset to see if the problem continues. If another headset does not work, then there is a problem with the computer. You can also refer them to their local IT support.
          • If the headset is a problem, have them check whether it is under warranty here: https://www.jabra.com/support/warranty-checker. If it is under warranty, customers will likely have to contact the manufacturer directly to get replacement products. If it is not under warranty, customers should buy one through Shop@UW (VoIP project does not furnish replacements).
    • No
      • No, please use a headset. Audio works best through a headset or a speaker like the Jabra 510..
  • No
    • Has Jabber ever worked?
    • Yes
      • Try resetting Jabber: (See KB doc 108606)
      • If none of these steps work, please contact the DoIT Help Desk to create a ticket
    • No
      • Do you have a Jabber Device in the Self Care Portal? (See KB Doc 108599)
      • Yes
        • Try resetting Jabber: (See KB doc 108606)
        • If none of these steps work, please contact the DoIT Help Desk to create a ticket
      • No
        • If you cannot access the portal or do not have a Jabber device listed, you do not have Jabber assigned to you. You will need to fill out a Jabber Request (See KB Doc 74643)