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SmartUC with Webex Migration FAQ
Migration to SmartUC with Webex
What is SmartUC Mobile?
StarHub SmartUC Mobile, powered by Cisco Webex, is a soft-phone, cloud-based unified communication and collaboration solution that enables you to make and receive calls with your office number using any mobile device wherever you are. This product now comes with the SmartUC with Webex app, which replaces the SmartUC mobile and desktop clients, and hence has the advanced messaging and meeting capabilities of Webex, all within a single app.
Users who subscribe to SmartUC Converged will also get the SmartUC with Webex app.
For more details about this product, click here: https://www.starhub.com/smartuc-webex.
Why are the SmartUC desktop and mobile clients being replaced?
SmartUC is powered by Cisco technology, and due to product enhancements, the SmartUC desktop and mobile clients will be retired and replaced with the Webex app.
Does your organization have any existing Webex Meeting licenses?
3.1 No, we don’t have any Webex Meeting licenses.
- All users may proceed with the SmartUC Webex onboarding.
3.2 Yes, some of our users have free Webex Meeting licenses.
- Users who do not have free Webex Meeting licenses may proceed with the SmartUC Webex onboarding.
- Users who have free Webex Meeting licenses will need to first remove/delete their free Webex Meeting account before onboarding to SmartUC Webex.
3.3 Yes, some of our users, have paid Webex Meeting Premium licenses.
- The first user from your organization to onboard the SmartUC Webex must be from the group of users who have paid Webex Meeting Premium licenses. This would allow the paid Webex Meeting Premium users to keep their account in the existing Webex Org ID.
- StarHub administrator need to be added into the existing Webex Org ID as “external administrator” in Webex Control Hub.
- After at least one of the paid Webex Meeting Premium users has onboarded the SmartUC Webex, the rest of the users can proceed with the onboarding.
- Those users with free Webex Meeting license will still need to remove/delete their free Webex Meeting account before onboarding to SmartUC Webex.
Is SmartUC Mobile a Cisco product?
StarHub SmartUC Mobile is powered by Cisco, the global leading provider in video conferencing solutions. Together, we bring you a fully integrated collaboration experience, seamlessly delivering your calls with Webex advanced messaging and meetings capabilities, all within a single app.
Do we need to do anything to migrate our SmartUC desktop and mobile clients to the SmartUC with Webex app?
Users of the SmartUC desktop and mobile clients must migrate to the SmartUC with Webex app before they cease on 30 April 2023 and 30 May 2023, respectively. Upon the launch of SmartUC with Webex in October 2022, the SmartUC Administrator and the Authorised Officer of affected users will receive an email with information on how to migrate to the new app.
Until when can we use the SmartUC desktop and mobile clients?
The support for the SmartUC desktop and mobile clients will end on 30 April 2023 and 30 May 2023, respectively. You can continue to access them after this date, but you will only be able to view your chat history and will not be able to use them to make or receive calls, and technical support will no longer be provided.
For a more seamless experience, we recommend migrating to the SmartUC with Webex app as soon as it is available.
Why is the cessation date for the SmartUC desktop client being brought forward?
We are seeing that more than 90% of our customers using the old SmartUC desktop client have successfully migrated to the new SmartUC with Webex app, hence we are bringing forward the cessation of the old desktop client to 30 April 2023 to ensure we continue to provide you with the best service.
I received an email on the migration of SmartUC Mobile to the SmartUC with Webex app. What is this about?
The SmartUC desktop and mobile clients will be replaced with the SmartUC with Webex app, which includes many enhancements and new features. This replacement will take place from 31 October 2022 onwards and we recommend that existing users migrate to the SmartUC with Webex app.
Will there be any charges to migrate to the Webex app?
For existing SmartUC users with SmartUC Mobile, SmartUC Fixed with Converged VAS, or SmartUC Lite with Converged VAS subscription, there is no one-time charge to migrate from the SmartUC mobile and desktop clients to the SmartUC with Webex app.
Upon migration to the SmartUC with Webex app, your monthly recurring fees will remain the same until your contract expires.
Additional charges apply only if you add the Webex (Standard) or Webex (Premium) value-added service (VAS).
Will I be able to transfer the chat messages or phone list from the SmartUC desktop and mobile clients to the SmartUC with Webex app?
No, all chat history, messages, and phone list on the SmartUC desktop and mobile clients will not be moved to the SmartUC with Webex app. You can still view messages on them, but you will not be able to use them to make or receive calls.
What will happen to the users who do not migrate to SmartUC with Webex on or before 30 May 2023?
After 30 April 2023, any user on the SmartUC desktop client will no longer have technical support and this may impact your SmartUC Mobile service. And likewise, for any SmartUC mobile client user that is not migrated before 30 May 2023.
For a more seamless experience using SmartUC, we recommend that you migrate to SmartUC with Webex.
Where can I download the SmartUC with Webex app?
If you are a new user or one that is undergoing an application migration, please refer to the email sent to your SmartUC Administrator for instructions.
If you are already using SmartUC with Webex and you have to download the app again due to a change in user device, you can do so at https://www.webex.com/downloads.html.
Do I still need the SmartUC desktop or mobile client after migrating to the SmartUC with Webex app?
Once you have retrieved all your contacts and added them to your new app, and saved any old messages, you will no longer need the SmartUC desktop or mobile client.
Will our existing settings on SmartUC be reset once we complete the migration to SmartUC with Webex? How do I get help for my Hub iD?
Your existing settings on the SmartUC administrator portal will remain. However, settings that are made on the SmartUC Mobile app will not be transferred when you migrate to the SmartUC with Webex app.
If we apply for additional SmartUC Mobile users from 31 October 2022 onwards, will they already be on the SmartUC with Webex app?
Yes, new SmartUC Mobile applications from 31 October 2022 onwards will have the SmartUC with Webex app.
How much data is used for calls made via the SmartUC with Webex app?
It is between 2 to 3MB per minute.
Can I use the online Webex portal instead of downloading the Webex app?
We recommend using the Webex app for a more seamless experience.
Value-Added Services (VAS) for SmartUC Mobile
Are there any value-added services (VAS) I can add on to my SmartUC Mobile subscription?
You can upgrade to Webex (Standard) or Webex (Premium) to enjoy advanced Webex features.
VAS Webex (Standard)
VAS Webex (Premium)
Messaging with Teams & Spaces
Join as meeting participant
Voice and Video Conferencing
Desktop & application screen sharing
Full screen and gallery view
Web guest experience
Personal Meeting Room
Presenter/Password Protection Controls
Media Quality Indicator
Remote Desktop Control
How do I add on a VAS to my SmartUC Mobile subscription?
If you are already using the SmartUC with Webex app, you can place an order for a VAS using the SmartUC application form. The VAS will be activated for your user after 48 hours.
If you are new to the SmartUC service and applying for SmartUC Mobile, SmartUC Fixed Converged, or SmartUC Lite Converged, you can select the Webex VAS on the SmartUC application form. The VAS will be activated for your user 48 hours after their SmartUC with Webex account registration is completed.
Please approach your dedicated StarHub Account Manager or Sales Representative for the application form.
How can I change or remove a SmartUC Mobile VAS that I have subscribed to?
To change or remove a SmartUC Mobile VAS, you can contact your StarHub Account Manager or our Business Helpdesk at email@example.com. There will be no early termination charges if you decide to unsubscribe from the VAS.
Can I add a different VAS for each of the lines my company has subscribed to?
Yes, the Webex VAS is subscribed on a per-line basis. You can select a different VAS – Webex (Standard), Webex (Premium), or none – for each line.
Where does the Webex data reside?
Is there a minimum subscription duration for the VAS?
The minimum subscription duration is 1 month.
Troubleshooting and Support
I cannot remember my username and password.
I have completed my account registration and downloaded the new SmartUC with Webex app. What should I do next?
Great! Start enjoying the app features by logging in and searching for colleagues to send them a message or give them a ring. Keep in mind that in order to communicate with your colleagues, they must also be using the SmartUC with Webex app.
I am using the SmartUC with Webex app, but I cannot see my message history. What should I do?
When you downloaded the SmartUC with Webex app, your message history from the SmartUC desktop and mobile clients did not migrate over. Please log in to the SmartUC desktop client or mobile client to retrieve and save any old messages you need.
I downloaded the SmartUC with Webex app, logged in, but I am not able to see or find my co-workers. What should I do?
Your colleagues may not have downloaded and logged in to the new SmartUC with Webex app. The next step is to get them to complete their account registration, so everyone can start enjoying the features of SmartUC Mobile powered by Webex!
I downloaded both the desktop and mobile apps. Will my chats be synchronised?
Yes! All activity from your messages and call history will be synchronised. You can seamlessly move between desktop and mobile, and always have the most recent activity captured.
I cannot complete my registration. It says my email is in use. What should I do?
Webex requires a unique email address to complete your registration. If you have an existing account, you will either need to delete that free account or provide us with a new email address. You can follow these instructions to complete your registration.
What should we do when we encounter issues with the SmartUC with Webex app?
After migrating to SmartUC with Webex app, the voice recording for my incoming calls is not working. What should I do?
Please ensure that you have logged out of the SmartUC desktop and mobile clients from all devices when you are using the SmartUC with Webex app.
I see “Phone Services Connecting” on the Webex app. What should I do?
Please check that your internet access is working well. Then log out of the Webex app and then log in again.
What is the difference between Webex Team and Webex Space?
Webex Team is made up of any number of Webex Spaces. Webex Space is a group of people who have been invited to work together. You can refer to the onboarding guide to learn how to create a Team or a Space.
How do I call an extension number?
Input the extension number on the dialer.
My subscription should include Webex VAS. Why am I not able to see the Personal Room Meeting feature?
The Webex VAS is provisioned within 48 hours after you have successfully completed your account registration and downloaded the new SmartUC with Webex app. Please log out of your Webex app and log in again and you will see the Personal Room Meeting feature.
My name on the Webex app appears as a number. How can I change it?
Click on your initials on the top left corner. Edit your profile and change your display name.
When a call to my Webex app on my mobile is cancelled or dropped, I see 2 call logs in my iPhone native call logs. Why is it so?
This is an iOS feature and is dependent on the iOS version that you are using on your iPhone.
My calls are being cut off when I use the Webex app. What should I do?
If you migrated from the SmartUC desktop and mobile clients to the SmartUC with Webex app, please ensure that you log out of the SmartUC clients. Then log out of the Webex app and log in again to the Webex app.