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AMA-CUCM Troubleshooting: Best Practices for Reading Trace Files

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Beginner

Jabber cannot control 9971

Hi Guys

Got a weird one. From Jabber we can control its own softphone and 7900 series phones.

We have a new 9971 and despite that Jabber Client says that its Deskphone CTI status is connected, Jabber simply does not control nor respond to the phone at all.

The user of the phone is a member of "Standard CTI Allow Control of Phones supporting Connected Xfer and conf" and "Standard CTI Allow Control of Phones supporting Rollover Mode" groups. The phone device is CTI enabled.

CUP = 8.6.4.13900-4

Jabber Client = 9.2.2 (3271)

I simply cannot work out why this will not work.

Any help appreciated.

Cheers

Mike

15 REPLIES 15
Collaborator

Jabber cannot control 9971

Hi

Please do the following

1) restarted CTIManager on the whole cluster;

2) deassociate end user and device and reassociate it again. 

3) deleting the phone and let it re-register again, made it work again

Also add “Standard CTI control of All device” to the user profile.

Let me know what firmware is runing on the phone.

Regards
Ronak Patel

Rate all helpful post by clicking stars below the answer.

Regards Ronak Patel Rate all helpful post by clicking stars below the answer.
Beginner

Re: Jabber cannot control 9971

Its a bit too hard to do those other tasks during operating hours, cannot see in a prod environment why they would even be required to enable one phone frankly.

sip9971.9-3-4-24

Re: Jabber cannot control 9971

Since this is only happening on a phone I would do the following

-- Verify that the 'allow control of device from cti' is enabled on phone the device and DN configuration pages in CUCM

--  Verify that the DN of the phone is associated with the end user

-- Verify that the primary DN is that of the phone (in the end user pages)

If everything checks out I would need to see a problem report

HTH,

Christos

Beginner

Re: Jabber cannot control 9971

Keep in mind this is the only 9971 we have enable thus far. All the other phones are 7900's and a few 6900's (SCCP)

Yes CTI is enabled on device and user is assiciated with the DN

The handset only has one DN the correct one. User can access it OK from user pages.

Beginner

Re: Jabber cannot control 9971

Have now restarted CTI and there is no change.

I should not a specific behaviour though, when a call comes in, Jabber does respond and present the details of the call, just when you click to answer nothing happens on the handset.

The user also has a CSF and the softphone works fine.

Likewise you cannot click to call to control the handset. When you go off-hook jabber responds.

So looks like it is halfway there, just cannot control the handset

Re: Jabber cannot control 9971

Hi Michael,

I am not aware of any issues with the 9971 phones with jabber. Apart from the two CTI Groups which you know already the rest should be the same as in any other phone.

I can think of the following things you can do

-- Assign this phone to another jabber user and see there is any difference

-- FInd another one and try it as well just in case there is a problem with this specific phone

Other than that I will have to look at the ctimanager traces from CUCM and the jabber logs to find out what's going on. If you don't want to attach them feel free to open a TAC SR

HTH,
Christos

Hi Michelassign the following

Hi Michel

assign the following roles to end users for 9971 phones

 

    standard ccm end user

    standard cti enabled

    standard allow control of all devices

    standard cti allow control of phones supporting transfer and conference

 

This can fix your issue

Beginner

At the time using the

At the time using the versions listed, this did not help at all. Cisco doco made this clear too.

 

In the end we upgraded to versions post 9.1 and the issue is resolved in newer versions.

Beginner

With which version did you

With which version did you manage to get it to work?

We're having the same problem, and have tried about every Jabber version available, right up to the current 10.6.2

Hi Frank, I have just

Hi Frank,

 

I have just resolved this issue by adding the following permissions to the user:

Standard CTI Secure Connection

Standard CTI Allow Control of All Devices

Standard CTI Allow Control of Phones supporting Connected Xfer and conf

We are running CUCM 9.1.2.11900-12

9971 Firmware sip9971.9-4-2SR1-2

Jabber 10.6.2

 

HTH

 

Gordon

Highlighted
Beginner

Thank you, that solved it for

Thank you, that solved it for me as well.

Beginner

I had the same problem with

I had the same problem with 8811 not being controlled by Jabber (10.6.2).
Added permissions to the End-User.

Standard CTI Secure Connection
Standard CTI Allow Control of All Devices
Standard CTI Allow Control of Phones supporting Connected Xfer and conf

Working great now, thanks !

Beginner

I had the same problem with

I had the same problem with 8811 not being controlled by Jabber (10.6.2).

Added permissions to user, solved the problem.  Thanks!

 

Beginner

I had the same issue with the

I had the same issue with the 9971 and added the Standard CTI Secure Connection permission to my user id and now am able to control the phone.

 

Thank you for your help!

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