FAQ
What is Webex Calling? What is a softphone?
A "softphone" is a software application running on a network-connected device (laptop, desktop, mobile phone, etc.) that allows that device to function as a telephone for making and receiving regular phone calls. "Webex Calling" is a cloud-based Unified Communication Service marketed by Cisco that is used at CWRU to provide softphones for the university. With Webex Calling you can supplement, or even replace, your desk phone with "softphone" applications on one or more PCs, Macs, iPads, or mobile phones. The softphone application extends the use of your CWRU phone number to those devices when they are connected to the Internet, whether on or off campus.
Who is it available to?
The Webex Calling softphone service is being rolled out to CWRU faculty and staff, with priority given to those with a hybrid work arrangement in place.
What devices are compatible with the Webex softphone app?
The Webex mobile app is compatible with iOS and android devices. The Webex desktop app is compatible with Windows and macOS operating systems. There is currently no supported Webex client for Linux.
Can I install the Webex softphone app on my personal devices?
Yes. UTech will provide best effort to support the Webex desktop app on personally owned PCs. The user must follow the same guidelines for configuring the Webex app as those implemented on the university-owned devices.
Can I keep my current phone number?
Yes. Your current phone number is simply extended to include all devices on which the Webex softphone app is installed.
Do I still need my desk phone?
A desk phone is not required to use the Webex Calling service. The Webex softphone app can be used to completely replace the desk phone - or can be used to supplement it.
Can I keep my current desk phone?
Maybe. The Webex Calling service is supported for newer Cisco IP Phones such as the Cisco 6800 Series, 7800 Series, and 8800 Series.
My desk phone is not on the compatible device list. What can I do?
If you require a desk phone, your department can purchase a compatible desk phone through the Telephone Services Office.
What about my voicemail?
The Webex Calling service features its own cloud-based voicemail system. User will set up a new voicemail box during the initial configuration step.
Will my old voicemail messages be moved to the new Webex Calling voicemail system?
No. Your old voicemail messages will not be transferred to the new voicemail system. If you have voicemail messages in the old voicemail system that you want to save, you will need to review and download the old voicemail messages from https://um.case.edu. Your existing voicemail box will be deleted once your office number is migrated to Webex Calling. Note that your old voicemail messages may already be available to you in your email, if you chose to have them delivered via email.
Do I need a headset for the Webex softphone app?
A headset is not required to use the Webex softphone app. However, you might choose to use one for increased privacy during a call. Any USB headset you already use with Zoom should work with the Webex Calling service. Here is the link for the CWRU recommended Cisco USB headset. A lower-cost alternative to the Cisco headset is the Logitech H390 USB headset.
Is there a cost difference between my existing phone services versus the new Webex Calling service?
At this time, the monthly fee is the same for both services.
How do I request this service?
Please contact the CWRU Service Desk and request a Webex Calling Migration. Please provide your office phone number and we'll send you a list of instructions for the next step.
What if I have multiple phone numbers on my desk phone?
Only the Webex desktop app supports multiple lines. Since Webex Calling is a separate phone system, all phone numbers on the desk phone must be migrated over to Webex.