No deskphone in Jabber for some users

[CrowleyFleck]

CUCM 10.0, Jabber 10.5.4

I have some users that do not get a deskphone icon in Jabber. All users are configured with the same permission groups and roles, device associations are there, phones are all set to allow CTI control, users are enabled for IM and Presence, etc. If I compare users and device settings between one that works, and one that doesn't get phone control, they have identical setups (except for DN, of course).

I can log into my client on my machine, and I get phone control, but if I log on as the user who is having the problem, I get no deskphone. Not even a phone with red X, nothing at all.

Connection status for the deskphone shows not connected with the usual "Ensure the server information in the phone services tab..." message.

I don't know where to go from here.

Thanks.

[Jaime Valencia]

Are they the same phone models?? roles might vary depending on the phone model

[CrowleyFleck]

They are all 8945 phones. Weird thing is, it seems random. We don't have very many Jabber users at this point, maybe 20 out of 240 users. But it's not just happening to newly added users. I can set up an existing, or a brand new user for Jabber, and it may, or may not work. I looked through the csf-unified.log in the Problem Report, and I didn't find any connection errors in there.

Normally if I had a user or phone config error (at least on 9.x installs...we're 10.5.4 right now), I would get the phone with red X. There is just nothing there at all. Or is that the Jabber 10.x version of the red X?  

[Dennis Mink]

Not to fob you off or anything, but you might want to consider going to CUCM 10.5.2. I have seen so many bugs and explainable 'features' with 10.0 its not funny. 

[CrowleyFleck]

Thanks for the advice. We were in the middle of going to 10.0 when 10.5 was released, so elected to just stick with it at that point and then just haven't made that next step.

[Dennis Mink]

alternatively rip the phone and jabber config out of CUCM and put it all back in. I know it sounds lame, but i have seen this work many a time when phone control wasnt working.

[Dennis Mink]

did you check under the phones'sine configuration and see if it is associated with the appropriate user?

[CrowleyFleck]

Yes, the lines are associated to the correct user account.

[CrowleyFleck]

Lesson learned to look for the simplest answer, wow!

As I was looking into it, I found that I still had the old 8.6 CUPS servers running. Figuring I would just clean things up a bit, I shut them down. All Jabber clients went offline. Turns out, when our vendor took us from 8.6 to 10.0, they didn't do anything with CUPS. Clients still point to the old 8.6 pub. CUPS was still synced with LDAP, but new users weren't getting their CTI Gateway Profile set. Once we get that corrected and everything pointed to 10, Jabber should start working a little better.