topic offline, on a call in Collaboration Applications

offline, on a call

j.huizinga — Sun, 17 Mar 2019 21:35:43 GMT

Hi,

I am installing Presence 8.6 and jabber 9.0.4

We have an issue that when a user is available and then answers a call (hard phone) the status changes to:

offline, on a call, and never changes back to available.

Is this a problem in jabber client or Presence?

I have tried older versions an also on 9.0.2 , 9.0.3 I saw the problem.

Only 9.0.1 works OK, but here we have a problem with the language.

My customer needs to install jabber for 200 users, and now we are stuck!!

Please help!!

offline, on a call

coflaher — Wed, 05 Sep 2012 13:44:22 GMT

Sounds like you're hitting CSCub23634. This is scheduled for 9.1

offline, on a call

j.huizinga — Wed, 05 Sep 2012 14:01:39 GMT

Hi,

Sounds a little like the problem, but not 100%

We install 9.0.4 and it works; I mean phone off-hook on-hook and the status changes correctly.

Then logout and login again, and we have to problem I described, from available it switches to "offline, in a call" and never back to available. Is this really a bug, or can we get around it somehow?

Remeber we had to fight of MS lync here, customer is NOT happy.

When will 9.1 available, and please don't say sometime, or not sure, I am stuck here now.

Bye,

Jan

offline, on a call

coflaher — Wed, 05 Sep 2012 14:06:16 GMT

9.1, is scheduled for release at the end of October. The symtoms that you describe sound exactly like the defect. Note, the wording on the bug isn't very clear.

offline, on a call

j.huizinga — Wed, 05 Sep 2012 14:08:37 GMT

End of October!

You must be joking.

I shall inform the local Cisco account manager, let them solve it.

Bye,

Jan

offline, on a call

coflaher — Wed, 05 Sep 2012 14:11:10 GMT

Just doubled checked with one of the developers. Turns out that it'll actually be fixed in the next MR which is out next week. That's 9.0.5.

offline, on a call

j.huizinga — Wed, 05 Sep 2012 14:19:48 GMT

THANKS!!!!

One week, maybe two weeks I can handle.

I shall check the download pages each day!

Thanks!

Bye,

Jan

offline, on a call

coflaher — Wed, 05 Sep 2012 15:04:39 GMT

Jan,

I gave you the wrong bug ID. The correct one is CSCub01572. This is fixed in the next MR.

offline, on a call

j.huizinga — Wed, 05 Sep 2012 15:19:51 GMT

Mmm...,

I have to believe you.

I don't have access to this bug because it contains "proprietary information"

Thansk for your help, waiting for 9.0.5

Bye,

Jan

offline, on a call

mal-smith — Thu, 06 Sep 2012 10:47:45 GMT

9.0.5 released....The bads news still a problem....The good news not the same one.....

The problem that caused the offline on a call issue, that we found and logged a fault with, is if you changed any information in the options menu eg uncheck tick box, etc, then the next time you log in you will experience the fault offline on a call, which then just sits there. So the only fix is to log out again and back in and now fixed.

Now I have just downloaded 9.0.5, to test the problem, and now if you make a change in the options and log out and back in, when you go offhook, it remains in AVAILABLE state, which is same issue as above just different name. To rectify you need to logout but back in again.

So from what I can see in 10 minutes of testing is nothing has changed. I will do further testing tomorrow to confirm my suspicions but CSCub01572 is still applicable, sadly.

Hope that helps.

offline, on a call

coflaher — Thu, 06 Sep 2012 10:49:50 GMT

Hey,

If there is still a problem, can you open a tac case and include a detailed problem report. We can get the developers to re-investigate then.

- Colin

offline, on a call

mal-smith — Thu, 06 Sep 2012 11:02:23 GMT

Hi Colin,

I will do further testing tomorrow at work, and this case is possibly from our TAC case originally so I will update the TAC engineers & our Cisco Account Rep tomorrow with the findings.

Thanks

Mal

offline, on a call

j.huizinga — Fri, 07 Sep 2012 07:18:49 GMT

Hello Colin,

I have installed 9.0.5 on about 10 PC's and it seems to be stable.

The on-call/available status are changing correctly.

It Looks OK to install it on more PC's.

Thank you for your help,

Bye,

Jan

offline, on a call

mal-smith — Sun, 09 Sep 2012 02:09:43 GMT

Hi Jan,

Do the following test, and see if your presence call status is still correct.

Go to OPTIONS, under GENERAL, and tick or untick the checkbox Automatically start Jabber...The opposite of what is currently configured. Click APPLY and OK.

Then sign out and exit Jabber client. Reopen client and go offhook with your phone.

In my testing it will remain available, and will do so until you log out and back in again for a second time.

Let me know if that doesn't happen as then that may be our environment setup.

Cheers

Mal

We are CUCM 8.5.1 & CUPS 8.6.4

offline, on a call

j.huizinga — Sun, 09 Sep 2012 18:43:02 GMT

Hi Mal,

Next week Tuesday I shall go to my customer and I shall test it there.

In my home I have a CM , Unity Connection and Presence cluster running plus SBS2011 and Lync, and here everything works absolutely perfect.

Last week I installed several Jabber 9.0.5 clients at customer site, and didn't see something weird, but when you install, you login / logout a lot, so I can not be sure.

In my home-lab it seems to be working quite well, and didn't see the issue you mentioned.

CM: 8.6.2.20000-2

Presence: 8.6.4.10000-28

Unity Connection: 8.6.2.20000-76

I shall check on Tuesday at customer site.

Bye,

Jan

offline, on a call

Nick Hallman — Wed, 17 Oct 2012 11:35:29 GMT

I'd like to confirm that we are seeing the same behavior as Mal. On Jabber 9.0.4 and earlier, following the same steps he described (sign into Jabber, change a setting, exit, sign back in), taking the phone off hook produces a status change to "Offline, on a Call" and remains that way until the user exits and signs back in. For us, it will often take several cycles of exit/sign in before Jabber will once again properly toggle between "Available" and "On a Call."

I just upgraded to 9.0.5 and once again, our experience mirrors Mal's. The same thing that causes 9.0.4 to produce "Offline, on a call" now causes the user's status to remain stuck on "Available" even when the phone goes off hook. It also still takes multiple exit/sign in cycles to get Jabber to handle off hook status changes correctly again.

We are running CUCM 8.6.2 and CUPS 8.6.4.

Thanks,

Nick

offline, on a call

Muhammad Maqsood Mushtaq — Wed, 17 Oct 2012 12:23:18 GMT

Hi,

Some configuration checks provided by Jabber QA team regarding "On a call" status.

Ensure user is associated with the line number

In CUCM, browse to the CSF device (or desk phone) which is being controlled in Jabber
Open its properties and click into the line numbers properties
Ensure the user is correctly associated with the line (scroll to bottom of page)

Ensure SIP trunk from CUCM to CUP exists

Under CUCM – Device – Trunk, ensure a SIP trunk to CUP server exists
If not, add one

Possible DNS issue…?

In CUP, hostnames are used in the ‘incoming ACL’ and ‘Outgoing ACL’ sections to add security exceptions for ports used for CUCM communication (including off hook presence). Eg. Browse to:

System->Security-> Incoming ACL

System->Security-> Outgoing ACL

And in each you will see a DNS name entry for your CUCM server. If there are issues resolving these DNS names on your network, the security exceptions will be ignored, so you need to ensure that if you ping the name of your CUCM server from CUP, is resolved to the correct IP. More importantly, you need to ensure that a reverse lookup can be performed on the IP address and the correct DNS name is returned.

A note from one of the CUP engineers relating to why off hook presence might not be working:

The SIP Proxy on CUP will perform a reverse lookup of the source IP address of the CUCM publish to get it’s DNS hostname
It then uses this to find a matching entry in the ACL list.
If it does not find a matching entry then the request will not be accepted.

If all else fails..

On CUP, go to

System->Security-> Incoming ACL

System->Security-> Outgoing ACL

You should see a list of your existing ‘address patterns’, one of which will be the DNS name of your CUCM server
Instead of using the DNS name, change this to the IP address of your CUCM server
If this works, this proves that there is a DNS issue, and you should ideally resolve this rather than using this as a permanent solution

Thanks,

Maqsood