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After the user upgrades Cisco CallManager from 4.1(3) to 5.0.x, a corrupted Extension Mobility profile causes an IP phone to be locked from allowing a EM log out, and the associated phone could not be deleted from CCMAdmin interface

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Core Issue

The phone cannot be deleted from the Cisco CallManager Admin interface to allow it to be recreated and used again. The extension mobility user cannot log out.

The phone configuration web page shows no user ID logged in, but it has a logged in time. A Cisco CallManager reboot and IP phone factory re-set do not help.

For example, the web admin page of the IP phone shows the Enable Extension Mobility checkbox is greyed out. This is an example:

Log Out Profile  -- Not Selected --
Login in User ID < None > 
Log in Time  Tuesday, June 27, 2006 11:45:46 AM EST 
Log out Time  < None >
Note: User log out required to allow Extension Mobility changes.

Resolution

The workaround is to change the affected phone's device name to become a bogus device, so a new device can be created to allow the phone to be used again.

By resetting the affected IP phone's device record, you can clear the Extension Mobility logged-in time information in the Cisco CallManager database using Structured Query Language (SQL) statements.

To resolve this issue, perform these steps:

  1. Request a remote access login and password through Cisco TAC.

  2. Secure Shell (SSH) to the Cisco CallManager publisher server.

  3. After login, type su - informix.

  4. At the root prompt, type dbacces to start the informix application.

  5. From menus, choose New to enter into the editor pad.

  6. Type the SQL statement update device set logintime = NULL, loginduration = NULL where name = 'SEPAAAAAAAAAAAB'

  7. Press CTRL-X to return to menu mode, and choose Run.

  8. From the informix menus, choose Exit. Exit back to the Command Line Interface (CLI), and type Quit to log out.

  9. Open the Cisco CallManager Admin page, and find the device named SEPAAAAAAAAAAAB. Delete it.

This document applies to Callmanager 4.x and 5.x

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