09-05-2012 06:33 AM - edited 03-17-2019 02:35 PM
Hi,
I am installing Presence 8.6 and jabber 9.0.4
We have an issue that when a user is available and then answers a call (hard phone) the status changes to:
offline, on a call, and never changes back to available.
Is this a problem in jabber client or Presence?
I have tried older versions an also on 9.0.2 , 9.0.3 I saw the problem.
Only 9.0.1 works OK, but here we have a problem with the language.
My customer needs to install jabber for 200 users, and now we are stuck!!
Please help!!
JH
Solved! Go to Solution.
10-17-2012 04:35 AM
I'd like to confirm that we are seeing the same behavior as Mal. On Jabber 9.0.4 and earlier, following the same steps he described (sign into Jabber, change a setting, exit, sign back in), taking the phone off hook produces a status change to "Offline, on a Call" and remains that way until the user exits and signs back in. For us, it will often take several cycles of exit/sign in before Jabber will once again properly toggle between "Available" and "On a Call."
I just upgraded to 9.0.5 and once again, our experience mirrors Mal's. The same thing that causes 9.0.4 to produce "Offline, on a call" now causes the user's status to remain stuck on "Available" even when the phone goes off hook. It also still takes multiple exit/sign in cycles to get Jabber to handle off hook status changes correctly again.
We are running CUCM 8.6.2 and CUPS 8.6.4.
Thanks,
Nick
10-17-2012 05:23 AM
Hi,
Some configuration checks provided by Jabber QA team regarding "On a call" status.
Ensure user is associated with the line number
Ensure SIP trunk from CUCM to CUP exists
Possible DNS issue…?
In CUP, hostnames are used in the ‘incoming ACL’ and ‘Outgoing ACL’ sections to add security exceptions for ports used for CUCM communication (including off hook presence). Eg. Browse to:
System->Security-> Incoming ACL
System->Security-> Outgoing ACL
And in each you will see a DNS name entry for your CUCM server. If there are issues resolving these DNS names on your network, the security exceptions will be ignored, so you need to ensure that if you ping the name of your CUCM server from CUP, is resolved to the correct IP. More importantly, you need to ensure that a reverse lookup can be performed on the IP address and the correct DNS name is returned.
A note from one of the CUP engineers relating to why off hook presence might not be working:
If all else fails..
On CUP, go to
System->Security-> Incoming ACL
System->Security-> Outgoing ACL
Thanks,
Maqsood
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