AMA Forum - Jabber Installation, Configuration and Troubleshooting

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Ask Me Anything Forum

Jabber Installation, Configuration and Troubleshooting

Cisco Jabber is a suite of Unified Communications applications that allow seamless interaction with your contacts from anywhere. Cisco Jabber offers IM, presence, audio and video calling, voicemail, desktop sharing and conferencing.

The applications in the Cisco Jabber family of products are:

• Cisco Jabber for Windows
• Cisco Jabber for Mac
• Cisco Jabber for iPhone and iPad
• Cisco Jabber for Android
• Cisco Jabber Softphone for VDI

Our experts have a deep understanding of Cisco Jabber as well as Cisco Collaboration Suite. Join them in the Ask Me Anything session to help you to unfold the secrets of Cisco Jabber Install, configuration, deployment and troubleshooting.

To participate in this event, please use the  button below to ask your questions

Ask questions from Wednesday, June 22 to Wednesday, July 6, 2022

Our experts

Gokulakrishnan Prabhakaran is a Technical Consulting Engineer with the Collaboration Backbone team in the Asia Pacific time zone. He has around 10+ years of Cisco Unified Collaboration experience. He is currently associated with UC Application TAC team. His skills include vast understanding of Cisco Collaboration Suite. He is working closely on Cisco Jabber, Cisco IM & Presence, Cisco Attendant Console products. He holds the Cisco Certified Internetwork Expert(CCIE Collaboration), SIP School Certified Associate certifications.

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Joy Pal is a Technical Consulting Engineer with the Collaboration Backbone team in the Asia Pacific time zone. He has around 10  years of Cisco Unified Collaboration experience. He is currently associated with UC Application TAC team. His skills include vast understanding of Cisco Collaboration Suite. He is working closely on Apple Push Notification Service. He holds the Cisco Certified Internetwork Expert(Collaboration), Cisco Certified Devnet Associate, Microsoft Teams Administrator and VCP certifications.

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Shabbir Ahammed Syed is a Technical Consulting Engineer with the Collaboration Backbone team in the Asia Pacific time zone. He has around 3 years of Cisco Unified Collaboration experience. He is currently associated with UC Application TAC Team. His skills include vast understanding of Cisco Collaboration Suite. He is working closely on Jabber and IM&P products.

For more information please visit; Collaboration / Collaboration Applications.

* This event is free and open to all audiences, including business partners, network and telecommunications engineers, students, and Cisco customers.

[rizupasha99]

Hi,

Could any one help me on the below query.

I am new to Jabber product. I have a query on the chat message. Where one to one messages will be saved?

[shabbsye]

Hi rizupasha,

Thanks for participating in this event

please refer below link to know where one to one messages will be saved

https://www.uccollabing.com/find-jabber-chat-history-location-and-read-chat

And one more thing when you send any message to a jabber user who is offline that will be saved temporarly on IMP server.Once the user comes online that messages will be sent to that user.

And for group chat messages you need external database server.

Let me know if still you have any queries regarding this.

[rizupasha99]

Hello shabbsye,

Thank you for your response.

The provided information is very helpful.

Thanks again.

[shabbsye]

Jabber Installation and Deployments:

Cisco Jabber is an application that can be used on windows and mobile phones(Andriod or iPhone) for making audio, video calls, and for chat messages. To install jabber on a windows machine we have three methods
1. Using CLI interface
2. Using GUI interface
3. Using GPO(group policy)
whereas jabber in Andriod and iPhones can be installed from their respective app stores.

Deployment Scenarios:

On-Premises Deployment
On-premises deployment is one in which you set up, manage, and maintain all services on your corporate network.

You can deploy Cisco Jabber in the following modes:

Full UC — To deploy full UC mode, enable instant messaging and presence capabilities, provision voicemail and conferencing capabilities, and provision users with devices for audio and video.

IM-Only — To deploy IM-only mode, enable instant messaging and presence capabilities. Do not provision users with devices.

Phone-Only Mode — In Phone-Only mode, the user's primary authentication is to Cisco Unified Communications Manager. To deploy phone-only mode, provision users with devices for audio and video capabilities. You can also provide users with additional services such as voicemail.

Jabber login process:

we can log in to jabber in two ways

1. Auto Login
2. Manual Login

In auto-login we can log in to jabber just by entering our userID and password and whereas in manual login we have to enter cucm or imp server details before entering userID and password.

Also, jabber supports SSO(Single Sign On) feature.

Phone Modes in jabber:

They are two types of phone modes in jabber
1. Softphone mode
2. Deskphone mode

In desk phone mode we can control our desk phones by using our jabber 

Troubleshooting Tips for generic errors:

Error on screen: Cannot find your services automatically. Click Advanced settings to set up manually

Possible Causes:
-->This error is seen when the _cisco-uds or _cuplog in SRV records are not configured in the DNS server

Steps to Resolve
Step 1. Start the command prompt (on a Windows Client) and then enter nslookup.

Step 2. Next set the query type to SRV
set type = SRV

Step 3. After that insert the SRV record we need to check
_cisco-uds._tcp.example.com

Step 4. This returns the DNS A records which point to the CUCM servers. This is an example of the Successful _cisco-uds SRV record. If no records are returned, contact your DNS administrator and configure SRV records

-->This error is seen when the Jabber is unable to retrieve the UDS or TFTP Servers to gather its log in information and configuration settings

Step 1. Validate that the CUCM nodes configured as TFTP Servers are up and running.

Step 2. Restart these services on all the CUCM nodes.

Cisco TFTP
Cisco UDS Service

Error on screen: Your username or password is not correct

Possible Causes:
-->This error is seen when the credentials entered are wrong or the user is locked in CUCM/LDAP

Steps to Resolve

Step 1. Ensure that the User you try to log in is configured as an end user in CUCM. Navigate to CUCM Administration > Enduser page.

Step 2. Verify if credentials are correct and the user is active. Log in to the CUCM Self-care Portal. This image refers to the scenario where the LDAP is unable to authenticate the user either because the user is not a valid user or the password supplied is incorrect.

-->This error is caused due to user Authentication failure

Step 1. Check if the user is assigned to a Presence node and if there are no duplicates for the user (IM and presence Administration > Diagnostics > System troubleshooter).

Step 2. Check if the High Availability (HA) state is Normal and no Failover has occurred. If you have tried to assign the user during an abnormal HA state, Users are not assigned to any IMP node and log in fails and now you need to recover the HA state first and re-assign the user.

Step 3. Ensure that the credentials are valid.

->In the case of an LDAP user, verify if the user is able to log in to the CUCM Selfcare portal.

->If ccmenduser page log-in fails, check the LDAP Authentication settings in CUCM and also verify the same settings are replicated to IMP

run sql select * from ldapauthentication
run sql select * from ldapauthenticationhost

->Check if the account is not locked in LDAP

->If the user was recently enabled for Presence, restart the Cisco Sync Agent service on IMP Publisher.

Error on screen: Cannot communicate with the server

Possible Causes:
-->Jabber is unable to resolve/reach the CUCM FQDN/HOSTNAME that it received during the Service discovery

Steps to Resolve

Step 1. Test if you are able to open this URL in the browser on the PC https://<CUCM IP/FQDN> :8443/cucm-uds/version

Step 2. If the response is unsuccessful, verify if the DNS is configured correctly to resolve them and also if no Network Elements like Firewall/ASA block the port 8443.

Step 3. This URL must be tested for all CUCM Servers in the cluster. In order to know the list of Servers, navigate to CUCM Administration > System > Server.

-->This error is seen when the userid entered in Jabber does not match with the userid configured in CUCM

Steps to Resolve

Step 1. Test if you are able to open this URL in the browser on the PC https://CUCM:8443/cucm-uds/clusterUser?username=<userid>

Step 2. Check if the userid that is entered in Jabber matches the userid on CUCM End-user page.

[gokprabh]

Jabber Softphone / Deskphone workflow:

Cisco Jabber is a suite of Unified Communications applications that allow seamless interaction with your contacts from anywhere. Cisco Jabber offers IM, presence, audio and video calling, voicemail, and conferencing.

The applications in the Cisco Jabber family of products are:
• Cisco Jabber for Windows
• Cisco Jabber for Mac
• Cisco Jabber for iPhone and iPad
• Cisco Jabber for Android
• Cisco Jabber Softphone for VDI

Jabber Softphones Workflow:

Create and Configure Cisco Jabber Devices
Add a Directory Number to the Device
Associate Users with Devices
Create Mobile SIP Profiles
Configure the Phone Security Profile

Create and Configure Cisco Jabber Devices

- Log in to the Cisco Unified CM Administration interface > Device > Phone > Add New

- From the Phone Type drop-down list, you can select any of the below types.
• Cisco Unified Client Services Framework—Select this option to create a CSF device for Cisco Jabber for Mac or Cisco Jabber for Windows.
• Cisco Dual Mode for iPhone—Select this option to create a TCT device for an iPhone.
• Cisco Jabber for Tablet—Select this option to create a TAB device for an iPad or an Android tablet or for Chromebooks.
• Cisco Dual Mode for Android—Select this option to create a BOT device for an Android device.

- Add device name, Owner User ID, CAPF enrollment (if required), Cisco Support Field, etc.

- Save and apply config.

Add a Directory Number to the Device

- In the Directory Number field, specify a directory number.
- In the Users Associated with Line section, click Associate End Users.
- Select Apply Config and Save

Associate Users with Devices

- Open the Unified CM Administration interface > User Management > End User.
- Select Device Association in the Device Information section.
- Associate the user with devices as appropriate.
- Return to the End User Configuration window and then select Save.
- Select the appropriate user ID from the Owner User ID field on the device configuration as well.

Create Mobile SIP Profiles

- If you use Cisco Unified Communication Manager Release 10, choose the Standard SIP Profile for Mobile Device default profile when you create and configure devices for mobile clients.

- Use the default Standard SIP profile provided for the Jabber desktop clients.

- Configure the Phone Security Profile

- In Cisco Unified Communications Manager, select System > Security > Phone Security Profile > Add New > Select device type.

- In the Name field of the Phone Security Profile Configuration window, specify a name for the phone security profile.

- For Device Security Mode, select Authenticated (or) Encrypted.

- For Transport Type, leave the default value of TLS.

- Select the TFTP Encrypted Config check box to encrypt the device configuration file that resides on the TFTP server.

Note: For a TCT/BOT/Tablet device, do not select the TFTP Encrypted Config check box here. For Authentication Mode, select By Authentication String or Null String.

- For Authentication Mode, select By Authentication String or By Null String.

Note: Using the CAPF Authentication mode By Null String with JVDI and Jabber for Windows CSF devices is not supported. It causes Jabber registration with Cisco Unified Communications Manager to fail.

- For Key Size (Bits), select the appropriate key size for the certificate. Key size refers to the bit length of the public and private keys that the client generates during the CAPF enrollment process.
- The Cisco Jabber clients were tested using authentication strings with 1024-bit length keys. The Cisco Jabber clients require more time to generate 2048-bit length keys than 1024-bit length keys. As a result, if you select 2048, expect it to take longer to complete the CAPF enrollment process.

- For SIP Phone Port, leave the default value.

- The port that you specify in this field takes effect only if you select Non Secure as the value for Device Security Mode.

- Click Save

Configure Desk Phone Control Workflow:

Create Desk Phone Devices
Enable Device for CTI
Add Directory Number to the Device for Desktop Applications

Create Desk Phone Devices

- Log in to the Cisco Unified CM Administration interface > Device > Phone > Add New
- From the Phone Type drop-down list, you can select any of the appropriate device types.
- Select Allow Control of Device from CTI.
- Set the Owner User ID field to the appropriate user

Enable Device for CTI

- In Cisco Unified CM Administration, click Device > Phone and search for the phone.
- In the Device Information section, check Allow Control of Device from CTI.
- Click Save.

Add a Directory Number to the Device

- In the Directory Number field, specify a directory number.
- In the Users Associated with Line section, click Associate End Users.
- Select Apply Config and Save

At a minimum you should assign the user to the following access control groups:

• Standard CCM End Users
• Standard CTI Enabled

If you are provisioning users with secure phone capabilities, do not assign the users to the Standard CTI Secure Connection group.

Certain phone models require additional control groups, as follows:

• Cisco Unified IP Phone 9900, 8900, or 8800 series or DX series, select Standard CTI Allow Control of Phones supporting Connected Xfer and conf.
• Cisco Unified IP Phone 6900 series,select Standard CTI Allow Control of Phones supporting Rollover Mode.

[jaykaran]

hello experts, I am having trouble registering jabber as phone-only mode. 

I am configuring as deskphone mode. Phone is created and associated in end user.

Any advice?

Thanks,

Jay

[gokprabh]

Hi Jay,

Thanks for reaching out.

If you are configuring Jabber in deskphone mode, please make sure if the below points are checked.

1) on the device level, make sure to Select 'Allow Control of Device from CTI' and Set the 'Owner User ID' field to the appropriate user.

2) on the directory number page, check 'Allow Control of Device from CTI'.

3) In the Users Associated with Line section, click Associate End Users.

4) on the end-user level, check 'Allow Control of Device from CTI'.

5) make sure if the end-user has the roles assigned Standard CCM End Users & Standard CTI Enabled.

6) If you are using IP Phone 9900, 8900, or 8800 series or DX series, select Standard CTI Allow Control of Phones supporting Connected Xfer and conf.
7) If you are using IP Phone 6900 series,select Standard CTI Allow Control of Phones supporting Rollover Mode.

Let me know if you have any queries.

Thank you!!

Regards,

Gokul

[jaykaran]

thank you gokprabh.

CTI control checkbox and role was missing. It worked after applying the changes.

-Jay

[jopal]

Common No Audio Issues on Jabber with Headset :

Information needed before troubleshooting :

• Check where and what type of Jabber Client is deployed ( For eg: Jabber for Windows or MAC or on VDI )
• Make sure the Latest Version of Jabber Client is installed.
• Check whether the Headset is supported or not, Use the reference link to check whether the headset is listed or not :https://www.cisco.com/c/en/us/products/unified-communications/uc_endpoints_accessories.html

Identify the Type of issue :

• Jabber Client doesn't switch to old Headset when a new Headset is plugged in

Jabber by default will always add the new Connected device to use it.

In order to use the old headset, we need to prioritize our device on the device priority list on "Advanced Audio Setting". 

To force Jabber not to add the new connected device as prioritized on the Advanced settings automatically and keep using the same device instead, we can use the parameter 'HeadsetPreference' set to 'PreferOldDevice' on the .xml file.

       <HeadsetPreference>PreferOldDevice</HeadsetPreference>

• No Audio from Headsets

Identify the type of Audio issue, is it One-way audio or no-way audio issue

       Type CTRL + SHIFT + S on an active call to view active call statistics

Check the Volume Mixer on the Windows machine, and ensure that the Jabber Conversations bar is not muted or turned all the way down.

Capture Packet capture during active call using Wireshark. If you want to capture traffic on Android Jabber Client you could use tPacketCapture, To capture traffic for iOS Jabber Client  you could use RVI Mecahnism.

Collect Audio Dumps so that TAC can analyse them. Reference link :

https://www.cisco.com/c/en/us/support/docs/unified-communications/jabber-windows/212176-How-to-collect-an-Audio-Capture-Dump-wit.html 

• Cisco Jabber Headset causing High CPU

The CiscoJabberHeadset.exe is new in Jabber 14.0, Cisco changed how Accessory Manager Plugin Works to fix some issues we have had with 3rd party headsets. As per the developers, the High CPU or crash is caused due to "SenncomSDK.exe" ( Sennheiser Plugin ). There are Multiple Defects are filed to address the issue like CSCvz79788 or CSCvz61114 

Most of them have the common workaround

Setting "EnableAccessoriesManager" parameter to false in jabber-config.xml

If you are still experiencing the issue would request to Open Case with Cisco TAC.

Hope this help

Please rate if Helpful

[Adam Pawlowski]

Is the bug still valid wherein the audio device preferences will re-jumble themselves on upgrade?

[jopal]

Hi Adam,

Many thanks for the response, are you referring to the Defects "CSCvz79788" or "CSCvz61114", mentioned in my post.

Thanks & Regards,

Joy

[Adam Pawlowski]

Hi Joy,

It was CSCvn79269 , which is listed as fixed , but I still hear rumblings about this from time to time . I can pursue with TAC if I can get a solid case, though I'm not so hopeful with that.

BTW CSCvz61114 tells me the bug is not public, but I did see it in the release notes.

Thanks for your reply.

[syednoushadali492@gmail.com]

Hello experts,

Recently our IT team provided Mac device's to few employees where we installed jabber but we noticed desktop sharing is not working in MAC device's but it is working fine on windows desktop,Do we have any limitations with Mac device's.

Any advice

Thanks

Noushad

[shabbsye]

Hi Noushad,

Thanks for asking the question,

Currently imp only desktop share is not supported on MAC. It is only supported in windows Because desktop share in windows jabber will use RDP protocol which is not supported on MAC. You can use BFCP share instead of IMP only share on MAC

For more information please refer to the enhancement request and still it is in a developing state. kindly subscribe for this so that you will get a notification if there is any update on this.

https://bst.cloudapps.cisco.com/bugsearch/bug/CSCuv43770

Let me know if still, you have any queries regarding this