Jabber cannot click to dial from Outlook

[Jacob Berger]

dials from jabber OK

can't dial from outlook 2007

when click on dial the "new phone call" window opens (instead of directly dialing) and call can not be made

registry key is ok

[HKEY_CURRENT_USER\Software\IM Providers]

"DefaultIMApp"="Cisco Jabber"

[knicgabh]

Hi,

It sounds like Click to X is not enabled in outlook.

Can you see the presence for the users?

Can you send some screenshots and a prt please?

Thanks,

Katie

[Jacob Berger]

OK

i checked

i can't see the presence for users from outlook

we get the the following window (ours is in hebrew so...)

[knicgabh]

Hi Jacob,

That window is actually the Microsoft outlook call window.

It looks like Click to  X did not install on your machine or is disabled.

Do you have CUPC or Cisco Webex client also installed on your machine?

Katie

[Jacob Berger]

thanks

on clients that dont work i above window

and on clicking "start call" i get an error

on clients that work ok i get the following window and call is ok

i dont have cupc or webex on the PC

[knicgabh]

Hi Jacob,

The second window

is a Cisco Jabber window and is working as designed.

The 1st window you sent

This is not a Cisco window, it is a Microsoft Outlook window. 

This would imply that the Cisco Click to X feature is not installed on the affected machine.

Do you have many users with this issue?

Would it be possible to reinstall Jabber on this machine?

[Jacob Berger]

OK

had two with this problem

1 was corrected by jabber reinstall

on the 2nd reinstall didnt help

are there any services or registry keys i can check  for?

[knicgabh]

Can you gather a prt from the affected user so I can check if anything is happening in the install to stop the click to x functionality from working.

Thanks,

Katie

[Jacob Berger]

prt?

[Aaron Harrison]

Hi

It's Problem Report - it's under the 'Help' menu, click 'report a problem' and follow the wizard. It collects the app logs into a ZIP on your desktop that you can send us/Cisco to get it investigated.

Regards

Aaron

[Jacob Berger]

where should i send the prt?

[Jacob Berger]

have posted you a private message with the prt

thanks

[a.barsch]

Hi,

we had almost the Same Problem...

try to decrease the user Account Security to Zero while you are installing Jabber...before you Need to deinstall AND reboot...

obviusly you Need full administrational rights..

Regards

Andreas

Sent from Cisco Technical Support iPad App

[Jacob Berger]

Machine is Windows XP

has no account sec levels (different then WIN 7)

Thanks

[knicgabh]

Hi Jacob,

I took a look at the problem report you sent on and it is still not clear why Click to X is disabled for this user.

Can you create a TAC case for this issue as it requires further investigation.

Thanking you,

Katie