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KB0019275 - Latest Version - Copy Permalink
7.0 - Updated on 04-12-2024 by Kim D (kad959)
6.0 - Updated on 03-23-2023 by Kim D (kad959)
5.0 - Updated on 03-23-2023 by Kim D (kad959)
4.0 - Updated on 03-23-2023 by Kim D (kad959)
3.0 - Updated on 03-23-2023 by Kim D (kad959)
2.0 - Updated on 03-23-2023 by Kim D (kad959)
1.0 - Authored on 03-23-2023 by Kim D (kad959)

I am not able to enroll in or authenticate MFA, with my Cisco Jabber Phone Number, it's not recognizing the keys I press.

Revised by Kim D (kad959)
• about a year agoabout a year ago • 5283 Views • ( ) ( ) ( ) ( ) ( )

Article State

Validated

Issue

I am not able to enroll in or authenticate Microsoft Multifactor Authentication (MFA), with my Cisco Jabber Phone Number, it's not recognizing the keys I press.

Environment

  • Microsoft Multifactor Authentication (MFA)
  • Cisco Jabber

Resolution

In order to enroll in or authenticate MFA with Cisco Jabber, you must press keys using the Keypad and avoid pressing keys using the Dialpad.

MFA ENROLLMENT STEPS

MFA AUTHENTICATION STEPS

========================================================

MFA Enrollment STEPS:

1. Navigate to https://mysignins.microsoft.com/security-info

2. Select + Add sign-in method

3. Which method would you like to add? 

4. Select Phone from the dropdown menu

  • If you already have a phone enrolled select Alternative Phone to add a second phone

5. Add the phone number you would like to authenticate with and press Next

6. The system will call your phone

7. Answer the phone call

8. Open the Keypad

  • If the below window does not display for you, when you answer a call:
    1. Click on the Gear icon in Jabber
    2. Select Settings
    3. Then Calls
    4. Locate Bring call window to the front
    5. In the Computer drop down menu change the option to On all calls
    6. Click the OK button to save the changes
    7. Try the call again

9. Press the # key

 

MFA AUTHENTCIATION STEPS:

1. Select your Cisco Jabber phone number to receive a phone call to authenticate from the MFA authentication screen

2. Click Call

  • The MFA service generates a phone call to the phone you selected. The number the call will come from is (814) 863-2386.

3. Answer the phone call

4. Open the Keypad

  • If the below window does not display for you, when you answer a call:
    1. Click on the Gear icon in Jabber
    2. Select Settings
    3. Then Calls
    4. Locate Bring call window to the front
    5. In the Computer drop down menu change the option to On all calls
    6. Click the OK button to save the changes
    7. Try the call again


5. Press the # key



DO NOT USE THE DIALPAD TO ENROLL OR AUTHENTICATE WITH MFA - THIS PAD IS ONLY USED TO DIAL PHONE NUMBERS AND WILL NOT WORK IN A PHONE CALL!

Need additional help? Submit a Ticket or respond to your existing ticket.


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