Cisco Jabber Phone Service Icon RED & Disconnect

[obaidiqbal]

Hello

I have two users who work from home. They use Cisco Jabber Soft Phone via MRA.

Once a week, they see the phone service disconnect and desk icon turns to RED.

The presence status and chat works fine while the phone service remains disconnect.

Jabber Version is 12.9.0

CUCM Version is 11.5.1

I pulled the PRT, and tried to review but i don't see the reason why the phone service disconnected unless if i missed something.

Any help would be greatly appreciated.

Thanks

[Nithin Eluvathingal]

Take logs from Expressway E and C and run it on CSA Tool. you will get more information.  Access the tool  from below link.

https://cway.cisco.com/csa/

[obaidiqbal]

Which logs are you refering to?

This issue is hard to reproduce.

[Ahmed Adeyemi]

Collect the diagnostic log with TCP dump checked. This has to be replicable essentially as soon as it happens, have your user close completely out of Jabber and launch it back. Collect both logs and see. 

also generate the PRT log from the Jabber and use phone connectivity type issue and look at the log. It would point you towards the issue