Softphone Activation Instructions


Step #1: Request Softphone Service from DiT

Softphone services are not enabled by default for University of Maryland staff.  To that end, you will need to request this feature be enabled on your account before you will be able to proceed with the steps below; this can be accomplished via your departmental telecommunications rep (usually the DAS or Business Manager).  After you receive confirmation from DiT / your department that your softphone services have been activated, you can proceed with Step #2.

To request softphone access from DiT, your departmental telecommunications rep should follow the instructions below (this link is not available to all staff):

  1. Click here to access Pinnacle
  2. After you successfully log into Pinnacle, expand the "VOIP Services" option and select the "Activate Softphone Service" link from the left-hand side of your screen.
  3. Once the softphone service activation page loads, select the "No" from the Contact Center Start option and then click the blue "Add" button at the bottom of the screen. After the information window displays, enter the extension and staff member name in the extension / customer box and then click "Add." Next, click the "Submit" button to submit your softphone activation request to DiT.
    1. Note: If you are adding access for multiple members within your department, you can continue to click the add button as needed.  This will allow you to group multiple staff members into a single request.

Step #2: Download and Install MyE911 Software

MyE911 is required for anyone using a Cisco Softphone along with the University of Maryland phone system for federal E911 compliance. If this step is skipped, DiT will remove access to your softphone features.

  • Download / Installation:
  • Initial Configuration:
    • Once you have downloaded and installed MyE911, open the program from your desktop and enter the following information into the corresponding fields, once prompted:
      • Primary Server:
      • Backup Server:
      • Username: Your email address (e.g. jdoe [at] umd [dot] edu)
      • Password: Jabber9!! (or otherwise specified by DiT)
    • After entering the above data elements, press the red “Login” button at the bottom of the screen
  • Establishing Your Initial Location:
    • To set your initial location, open the MyE911 application from your system tray and select the “My Locations” option on the left-hand side of your screen.  From here, new locations can be added via the “Create Location” button in the lower right-hand corner of the MyE911 application.

A complete set of instructions, along with a manual for the MyE911 application can be accessed from the DiT service catalog by clicking here.

Step #3: Download / Install Cisco WebEx Teams

Below are the steps needed to install and configure phone services for WebEx Teams.  Once the steps below have been completed, you will be able to make calls from WebEx teams by clicking on the phone icon located on the left-hand side of your WebEx Teams dialog box.

  1. Download and install Cisco WebEx Teams by clicking here to access the Cisco downloads page. 
  2. Once installed, open WebEx and sign in using your directory ID and password. 
  3. Next, click your initials / profile picture in the upper left-hand corner of the WebEx screen and select “Settings,” then “Phone Service.”  If applicable, sign in to start using phone service and then click save.

Should you have trouble with the instructions above, a detailed list of instructions can be accessed directly from the DiT Service Catalog by clicking here.

Note: We are recommending that Faculty / Staff move forward with Cisco WebEx Teams as noted above for softphone integration rather than using the Cisco Jabber client.


Need Assistance? - Contact the OACS Helpdesk at: oacshelpdesk [at] umd [dot] edu 

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