07-28-2013 03:56 PM - edited 03-17-2019 03:25 PM
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
07-28-2013 09:07 PM
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
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07-30-2013 06:58 PM
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
07-31-2013 09:10 AM
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
07-31-2013 03:49 PM
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.
07-31-2013 08:20 PM
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
08-01-2013 12:26 AM
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
01-29-2015 12:25 AM
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
01-29-2015 01:12 PM
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.
04-10-2015 12:48 AM
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
05-07-2015 02:52 AM
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
05-07-2015 04:55 AM
Thank you, that solved it for me as well.
03-21-2017 11:22 AM
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 !
05-15-2015 05:49 AM
I had the same problem with 8811 not being controlled by Jabber (10.6.2).
Added permissions to user, solved the problem. Thanks!
09-22-2015 12:59 PM
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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