Webex Phone Service Fails to Connect

Overview

Prerequisites: 

  1. The Webex Phone Service has been configured using the KB article “Webex Phone Service”
  2. You are connected on campus either by Ethernet cable or ACC Secure WiFi, or you are on VPN while working remotely.

Problem

Phone Service in the Webex Application fails to connect.

Symptoms:

  1. Account information (in Webex App) shows you have signed in to Cisco Unified Communications Manager (a.k.a., the server)
  2. The status for Phone Service shows disconnected and “We're having a problem connecting to your phone service. Can't connect to your phone service,” with links to “Reconnect” and “Switch to softphone service.”

Probable Cause

The user may have selected “Connect to a device” and chose the desk phone. (This will use the desk phone for all calls and prevent the softphone connection from establishing.)

Solution

Select “Switch to softphone service” in the Account Information status message.

If this solution fails to resolve the problem, please open a new Incident ticket for Information Technology to troubleshoot … 

  1. IT Service Desk phone number 38324 (512-223-8324)
  2. Self-Service Open a Ticket (https://infohub.austincc.edu/resources/)
Additional Information

Need additional information or assistance? Contact the ITS Service Center.

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