Contact Support in Cisco Jabber

This topic describes how Cisco Jabber accesses different resources for contacts.

Cisco Jabber can use different sources to find contacts:

Cisco Jabber must always be deployed with a contact source. Cisco Jabber clients reference contacts using the Jabber ID (JID). Cisco Jabber looks up contacts by using this process:

  • An LDAP-based contact source (Enhanced Directory Integration [EDI] or Basic Directory Integration [BDI]) must be used for on-premises deployments. For more information about the differences between BDI and EDI, go to the Configuring Active Directory for Cisco Unified Personal Communicator document and review Table 17-1 (Feature Comparison of Enhanced and Basic Directory Integration) at:http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cups/8_6/english/install_upgrade/deployment/guide/dgactivedirconfig.html.
  • Cisco User Data Service (UDS) is used as an HTTP-based or REST-based contact source.
  • Custom contacts are nondirectory-based contacts and are stored on the Cisco Unified Communications IM and Presence Service node.
  • When using Microsoft Outlook, Cisco Jabber can search for local contacts as well.

Contact Lookup

This topic describes how Cisco Jabber searches the directory according to the request.

For contact lookup by Jabber ID, use the Account Name:

  • (&(objectCategory=person)(objectClass=user) (sAMAccountName=cholland))

In this example, a user searched for the last name Holland and the search scope focuses on the sAMAccountname. After finding a contact, Cisco Jabber presents the result and the contact attributes for the person.

For contact lookup using predictive search, use ANR to locate user objects:

  • (&(objectCategory=person)(objectClass=user)(ANR=smith*))

Ambiguous Name Resolution (ANR) is an efficient search algorithm in Microsoft Active Directory that allows you to specify complex filters involving multiple naming-related attributes in a single clause. It can be used to locate objects in Active Directory when you know something about the name of the object, but not necessarily which naming attribute has the information. While ANR is usually used to locate user objects, it can be used to find any class of object in Active Directory.

Contact lookup by telephone number:

  • (&(objectCategory=person)(objectClass=user) (telephoneNumber=+1 (408) 555 6666)) (&(objectCategory=person)(objectClass=user) (|(|(|(mobile=+14085555555))(homePhone=14085555555)) (otherTelephone=14085555555)))

The calling number of an incoming call is used to search for a matching contact in the LDAP directory based on the home phone, telephone, and mobile number attributes.

Cisco UDS Directory Access

This topic describes how Cisco Jabber uses Cisco User Data Service (UDS) as a contact source.

Cisco UDS directory integration is used when Cisco Jabber clients are connected via mobile and remote access:

  • When performing service discovery, Cisco Jabber will request a list of Cisco UDS nodes in its home cluster.
  • Cisco Jabber will randomize the returned list and connect to a node in the cluster.
  • Cisco UDS does not support photo objects, so a web source must be used instead.

All nodes in a Cisco Unified Communications Manager cluster run Cisco UDS. Cisco Jabber will request a list of Cisco UDS nodes in its home cluster, randomize the returned list, and connect to a node in the cluster.

A Cisco Unified Communications Manager node can support connections for 50 percent of the total OVA size for the server. For example, the 2500-user Cisco Unified Communications Manager OVA template supports up to 1250 UDS users per server and 5000 in a cluster.

It is not recommended to use service profiles with UDS. UDS settings are not required for mobile and remote access. Cisco TelePresence Video Communication Server Expressway (VCS-E) edge detection will automatically switch the client to UDS as the contact source. Note that Cisco UDS does not provide the full attribute list that LDAP provides.

Photo Support

This topic describes how Cisco Jabber receives contact photos.

The Cisco Jabber experience is greatly enhanced with contact photos:

  • All clients now support retrieval of binary photo objects from an LDAP contact source.
  • An alternative method for photo retrieval is HTTP from a web server.

Cisco Jabber retrieves and displays contact photos with the following methods:

  • URI substitution: Cisco Jabber dynamically builds a URL to connect photos with a directory attribute and a URL template.
  • Binary objects: Cisco Jabber retrieves the binary data for the photo from your database. If using binary objects from Microsoft Active Directory, PhotoUriWithToken should not be set in the jabber-config.xml file.

Cisco Jabber supports the following formats for contact photos in your directory: JPG, PNG, BMP, and GIF. Cisco Jabber does not apply any modifications to enhance rendering for contact photos in GIF format. As a result, contact photos in GIF format might render incorrectly or with less than optimal quality. To obtain the best quality, you should use the PNG format for your contact photos. The optimum dimensions for contact photos are 128 pixels by 128 pixels with an aspect ratio of 1:1.

The HTTP method can only be configured in the jabber-config.xml file. Remote users who are using Cisco TelePresence Video Communication Server Expressway (VCS-E) must use the HTTP method to present contact photos.

Cisco Jabber Mobile Configuration

This topic describes how different mobile devices are added in Cisco Unified Communications Manager.

To add Cisco Jabber on a mobile device, add the following in Cisco Unified Communications Manager:

  • Device name must be all capitalized
Device Hosting Cisco Jabber Device to Add in Unified Communications Manager Naming Convention
iPhone Cisco Dual Mode for iPhone TCT+NAME
iPad Cisco Jabber for Tablet TAB+NAME
Android Cisco Dual Mode for Android BOT+NAME

To add Cisco Jabber for Mobile in Cisco Unified Communications Manager, you must select the correct device depending on the hardware that you want to support. If you want to add an iPad, for example, you must add the device Cisco Jabber for Tablet. The name of the device has to start with TAB plus the name in all capital characters—for example, TABJDOE. The table shows the other devices and naming conventions for iPhone and Android devices.

Cisco Jabber User Configuration XML File

This topic describes how to create the Cisco Jabber XML configuration file.

Service profiles do not provide access to all settings.

  • Download the Cisco Jabber configuration file.
  • Keep the XML file simple.
  • Only specify things you need.
  • Do not specify default values.
Note

Download the Jabber Config File Generator at https://supportforums.cisco.com/docs/DOC-25778 to create a new XML configuration file.

If the Service Profile does not provide access to the settings, the client will download the jabberconfig.xml file. You can view the current jabberconfig.xml file at http://<Unified-CM-IPaddress>:6970/jabber-config.xml.

The Jabber configuration file provides an increasing number of customization settings, including the following:

  • Enable persistent chat
  • Enable URI dialing
  • Load on operating system start
  • Docked window
  • Enable screen capture
  • File transfer controls
  • Enable video
  • Enable chat history

Cisco Jabber Configuration Sources

This topic describes how Cisco Jabber builds its operating configuration files.

  • During start-up, Cisco Jabber clients will take configuration information from multiple sources.
  • Cisco Jabber builds a local configuration that is populated from different sources.
  • Configuration sources have different priorities, with the service profiles as the highest priority.

The Cisco Jabber operating configuration is built from different configuration sources. The configuration can also be created at the parameter level:

  • LDAP host from jabber-config.xml
  • LDAP user ID from the service profile
  • LDAP password from the service profile

Consider the following when deploying Cisco Jabber:

  • Clients that are running service discovery currently check for the Cisco Unified Communications Manager IP Phone (CCMCIP) profile on the Cisco Unified Communications IM and Presence server. If the profile does not exist, then telephony is disabled in the client. Create a CCMCIP profile or CTI profile for softphone and deskphone mode users. The CTI profile is the only option if the client is running in phone-only mode.
  • All Cisco Jabber clients use Voicemail Representational State Transfer (VMREST) for access to Cisco Unity Connection. VMREST does not use a mailstore. However, Cisco Jabber will enable voicemail only if both the mailstore and voicemail profiles are defined.
  • Service profiles have higher priority than the Jabber XML file.

As of Cisco Jabber version 10.6, you can delete all locally cached information using the client menu option: File > Reset Cisco Jabber.

To delete all local cached information for earlier versions of Cisco Jabber, on a Microsoft Windows system, go to the following Cisco Jabber installation folders:

C:\Users\<username>\AppData\Local\Cisco\Unified Communications\Jabber\CSF 
C:\Users\<username>\AppData\Roaming\Cisco\Unified Communications\Jabber\CSF

If there is a Jabber folder, delete it to clear all locally cached information.

Note

For different operating systems and versions, the folders to cache configuration information may be found in other locations.

URL Handlers and Secure Cisco Jabber on Mobile

This topic describes how Cisco Jabber can be cross-launched by other applications.

Cisco Jabber can be cross-launched from third-party applications:

  • For chat, use one of the following:
    1. im:<instant_message_id>
    2. xmpp:<instant_message_id>
    3. ciscoim:<instant_message_id>
  • For calls, use one of the following:
    1. ciscotel:<phone_number>
    2. tel:<phone_number>

The URL handlers that are listed in the figure enable Cisco Jabber to be cross-launched from third-party applications. tel:<phone_number> is supported only by the Cisco Jabber Android client. On iPhone, tel:// is reserved for the native phone application, so use ciscotel:<phone_number> instead.

Secure Cisco Jabber on Mobile

This topic describes how Cisco Jabber can be secured on mobile devices.

  • Certificate validation
  • Secure phone conversation including signaling
  • Application sandbox mechanism prevents cross-application data access
  • Cisco Jabber device footprint stores only minimal data and encrypts the credentials
  • Administrative control for saving password on the client

Security can be enforced for Cisco Jabber on mobile devices with the following:

  • Certificate Validation: Cisco Jabber validates all the server certificates to which it connects.
  • Secure phone: Enable end-to-end security from call signaling (SIP over TLS) to real-time media (RTP over TLS).
  • Application sandbox mechanism (provided by the operating system): Cisco Jabber only allows an application to run in its own constrained environment so that one application cannot access the resources of other applications.
  • Cisco Jabber device footprint: Only necessary information is stored locally on the device. All user credentials are encrypted.
  • Administrative control of saving passwords: The administrator can configure Cisco Jabber to prohibit retention of login credentials.

Video Features, DVO-R Calling and Low-Bandwidth Mode

This topic describes the Cisco Jabber video features, codecs, and resolution.

Cisco Jabber supports the following:

  • Point-to-point video calling
  • Ad hoc and rendezvous multiparty video calling
  • Video call over Wi-Fi or 3G/4G
  • Viewing shared desktop as composite video on video conference bridge
  • Native interoperability with other Cisco video endpoints from video-enabled IP phones to Cisco TelePresence units
  • H.264 AVC-standard based
  • Audio codecs are G.711a/u, G.722.1, and G.729a

Codecs = compress/decompress speech or audio signals; G.711 = describes the 64-kbps PCM voice coding technique; G.729 = describes CELP compression where voice is coded into 8-kbs streams; H.264 = commonly used video compression format.

The figure shows the video features that are supported on the different mobile devices. The functionality and video resolution depends on the mobile device, operating system and version, and the version of Cisco Jabber. Video over mobile data network is disabled by default and can be enabled in the client settings.

Note

Video calls may consume a lot of bandwidth and generate costs for data transmission in the mobile network.

The following examples show the bandwidth of different devices using Cisco Jabber:

  • iPhone 5S and iPad Air: 640*480 @ 30 fps, 768 kbps
  • iPhone 5, iPhone 5C, iPad 4, and iPad Mini 2: 640*360 @ 30 fps, 521 kbps
  • Note II, S4, S3 (quad core), Nexus 5, Xperia Z1, ZR: 640*360 @ 30 fps, 384 kbps

Factors that influence video quality are as follows:

  • Network conditions
  • CPU load
  • Light conditions
  • Cisco Unified Communications Manager configuration

DVO-R Calling

This topic explains the Dial-via-Office Reverse (DVO-R) calling feature.

  • The signaling path traverses the IP connection between the client and Cisco Unified Communications Manager.
  • The media path traverses the mobile voice network, PSTN, and enterprise PSTN gateway.

The following describes what happens when a user selects a contact to call or dials the destination PSTNnumber:

  1. Cisco Jabber signals the information to Cisco Unified Communications Manager over the IP connection (Wi-Fi or mobile data network).
  2. Cisco Unified Communications Manager calls the user back at their configured mobility identity number (usually configured as their mobile phone number) or the user-defined alternate number.
  3. After the user answers the call, Cisco Unified Communications Manager makes another call to the dialed PSTN number. The user then begins to hear ringback.
  4. Once the call is answered at the destination PSTN number, the user and the destination PSTN number are connected.

The signaling path is via the Wi-Fi or mobile data network. The media flow uses the PSTN or mobile network.

DVO-R has the following calling options:

  • DVO-R is preset to Voice over IP by default.
  • Choose Mobile Voice Network to always use DVO-R.
  • Choose Autoselect to use VoIP when connecting to Wi-Fi and DVO-R when connecting to 3G or 4G.

A second variant of DVO is Dial-via-Office Forward (DVO-F). When a user makes a DVO-F call, the mobile phone dials a number that accesses the DVO-F feature, not the number that the user is trying to reach. This dialed access number is either the DVO-F service access number (if you configure one using this procedure) or the Enterprise Feature Access directory number in Cisco Unified Communications Manager. Then, Cisco Unified Communications Manager establishes the call to the called number and extends the call.

Low-Bandwidth Mode

This topic describes how Cisco Jabber adjusts the bandwidth consumption and path depending on the network status.

  • Low-bandwidth mode disables video and forces Cisco Jabber to use only G.729 for calls.
  • When Cisco Jabber mobile is put into the background, Cisco Jabber suppresses the presence notification.

The low-bandwidth mode disables video and forces Cisco Jabber to use only G.729 (low-bit-rate audio codec) for calls. This setting is disabled by default and can be enabled in the Audio and Video Settings.

When Cisco Jabber mobile is in the background, the client suppresses the continuous presence notification, which is not necessary, causes battery drain, and only receives IM messages.

When the network connection is excellent (for example, corporate or home Wi-Fi), Cisco Jabber runs in VoIP mode.

If the IP network connection is acceptable (for example, public Wi-Fi in a coffee shop, airport, or a 3G or 4G mobile data network), Cisco Jabber runs in VoIP mode using low-bandwidth mode.

In other cases, where the IP connection is poor (for example, a 2G mobile data network), Dial-via-Office Reverse (DVO-R) is used.

Legacy Client Settings

This topic describes how Cisco Jabber behaves when the network status is changed.

Network transition scenarios:

  • Temporary network outage (less than a minute) then comes back with IP address unchanged:
    1. Call is preserved.
    2. Signaling is not preserved.
    3. Midcall functions are lost.
  • Network lost and then comes back with a different IP address:
    1. Active call is ended.
  • Network lost and never comes back:
    1. End the call manually.

A temporary network outage may occur when, for example, you walk inside a building during a call. When the device comes back with the same IP address, the active call is transitioned into call preservation mode, where the media path is preserved, but the signaling path is not preserved. In this case, you can continue the call, but all the midcall functions are lost. Cisco Jabber runs edge detection by querying the SRVs to check whether Cisco TelePresence Video Communication Server Expressway (VCS-E) needs to be engaged. Cisco Jabber reconnects to IM and presence services.

The network might be completely lost, for example, when you leave a building and connect to the mobile network. When the device comes back with a different IP address, Cisco Jabber ends all active calls and runs Cisco VCS-E detection. Cisco Jabber reconnects to the Cisco Unified Communications IM and Presence Service and voice and video services using Cisco Expressway mobile and remote access.

If the network is lost and the device never comes back, the active call is put into call preservation mode. You cannot continue the call and must end the call manually.

There are two types of XMPP reconnection:

  • Resuming: This type of reconnection is lightweight and transparent to the user. The former stream is quickly resumed rather than completing the process of stream establishment, roster retrieval, and presence broadcast.
  • Reconnecting: This type of reconnection is heavier and involves stream re-establishment, roster retrieval, and presence broadcast, but it is better than logging in again, which adds the overhead of downloading configuration files.

When Jabber detects network transition, it tries to resume four times. The first retry happens immediately. The other three attempts occur after a random interval of 5 to 12 seconds. Reconnecting is involved if the session cannot be resumed. Cisco Jabber reconnects up to 1024 times with a random interval between 120 and 180 seconds.

Configuration URL

This topic describes how configuration URLs can simplify the first login process of the user.

Provide a configuration URL to users for the first login:

  • Service discovery is required.
  • Specify the following:
    1. ServicesDomain
    2. VoiceServicesDomain
    3. ServiceDiscoveryExcludedServices

Syntax:

ciscojabber://provision?ServicesDomain=<domain_for_service_discover> &VoiceServicesDomain=<domain_for_voice_services> &ServiceDiscoveryExcludedServices=<services_to_exclude_from_service_discover>

Example:

ciscojabber://provision?ServicesDomain=cisco.com&VoiceServicesDomain=voice.cisco.com&ServiceDiscoveryExcludedServices=WEBEX

You can create a configuration URL to make it easier for users to set up the client for the first time. Users can click this link to cross-launch Cisco Jabber without having to manually enter service discovery information.

The configuration URL can include the following information:

  • ServicesDomain (required): Every configuration URL must include the domain of the IM and presence server that Cisco Jabber needs for service discovery.
  • VoiceServiceDomain: This information is required only if you deploy a hybrid cloud-based architecture where the domain of the IM and presence server differs from the domain of the voice server. You must set this parameter to ensure that Cisco Jabber can discover voice services.
  • ServiceDiscoveryExcludedServices (optional): You can exclude any of the following services from the service discovery process: WebEx, Cisco Unified Communications Manager (Cisco Unified CM), and Cisco Unified Communications IM and Presence. When excluding WebEx, no CAS lookup is performed. When excluding Cisco Unified CM, _cisco_uds is not looked up, and when excluding Cisco Unified Communications IM and Presence Service, _cuplogin is not looked up. You can specify multiple, comma-separated values to exclude multiple services. If you exclude all three services, the client does not perform service discovery and prompts the user to manually enter connection settings.
Note

The parameters are case-sensitive. When you create the configuration URL, you must use the following capitalization: ServicesDomain, VoiceServicesDomain, and ServiceDiscoveryExcludedServices.

Cisco Jabber Framework Alignment

This topic describes how the Cisco Jabber code base is aligned among the different kinds of Cisco Jabber clients.

Investment in client alignment is enabling greater commonality in terms of deployment, configuration, and features, including the following:

  • Directory search
  • Service discovery and configuration
  • Mobile worker (VPN less)
  • SSO and identity

SSO = single sign-on.

Jabber for Everyone is a new offering that makes Cisco Jabber presence and IM available at zero cost for an end-user license to all employees of Cisco customers who have deployed Cisco Unified Communications Manager for all or even part of their organization.

The Jabber for Everyone solution provides the complete flexibility of Cisco Jabber Bring Your Own Device (BYOD) capabilities for presence and IM. The full range of Cisco Jabber clients that are deployable on Windows, MAC, iPad, iPhone, BlackBerry, and Android are supported. Customers can also build and deploy presence and IM-enabled applications using the Jabber Web SDK.

As part of the offer, employees who are existing Cisco IP Telephony users can leverage Cisco Jabber clients to control their IP desk phone to initiate and manage calls. In addition, employees who are existing Cisco Unity Connection users can leverage Cisco Jabber clients for visual voicemail. Customers who are fully licensed for Cisco Collaboration Systems can easily expand beyond the Jabber for Everyone IM and presence offer to leverage the complete Cisco Jabber Unified Communications capabilities, including WebEx Meetings, and standards-based voice and high-definition video across desktop and mobile devices.

The following features are not included in Jabber for Everyone:

  • Audio
  • Video (softphone and softphone control)
  • Desktop sharing
  • Options for phone configuration

Jabber for Everyone comprises the following server components:

  • Cisco Unified Communications Manager: This component provides user configuration, device configuration, licensing, and directory integration services.
  • IM and Presence Service: This component provides IM and presence capabilities.
  • External directory source: This component provides contact search and retrieval services.