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Cisco Unified IP Phone 9971 - FAQ





This document describes the frequently asked question on Cisco Unified IP Phone 9971.



Q.When I press the applications button , extension mobility is not there


In CUCM go to device --> phone, locate this phone and in upper right corner select Subscribe/Unsubscribe services from related links, make sure that the service is subscribed.


Q.When I press the Contact Button, it gives me the following message:- CONTACTS NOT AVAILABLE


Verify that you have configured the directory under voice-register global


eg :- url directory http://<ip add>/localdirectory


Q. Is there a way to change this behaviour so that outgoing calls are always placed on line 1 by default? Setting the " Always Use Prime Line" to on doesn't help.


89XX and 99XX phones have different behaviour than 79XX phones  in selecting lines so as a workaround you can use the use the configurable button 'all calls'. Please refer the below link for details


Q.Intercom supported on 9971 phone running CUCM 8.5?


Yes it's supported.  Check out the following link for list of all the features:

Q.Under the "show server health" in CUPC for the Desk Phone it is showing "Partially Connected(Primary) - Cannot connect to phone"




In 99xx and 89xx phones you have to add permission group "Standard CTI Allow Control of Phones supporting Connected Xfer and conf

" to the end user: ".  Then exit CUPC and log in again.



Q. If 9971 phones are not working with CUPC 7.1.1, what all permissions are to be configure?


The Cisco Unified IP Phones 8961, 9951, and 9971 introduce call capabilities that generate JTAPI events that must be handled by applications that monitor the phone through CTI. These call features allow the user to cancel an in-progress transfer or conference, or to perform a join or direct transfer of calls across the same or different lines. If the monitoring applications have not been upgraded to versions that properly handle these events,unexpected application behavior could result, including applications that no longer have their view of the phone or call state in sync with the phone itself. Therefore, by default, all applications are restricted from monitoring or controlling these phones.For applications that have been upgraded to properly handle these new events or for applications that have verified that they are not impacted by these events, the administrator may enable the newly defined role of Standard CTI Allow Control of Phones supporting Connected Xfer and conf in the application or end-user configuration associated with the application. Only after this role has been enabled can the application monitor or control these phones.So,verify that the end user has the following Permissions configured


  • Standard CTI Allow Control of Phones supporting Connected Xfer and conf
  • Standard CTI Allow Control of Phones supporting Rollover Mode


Q.Camera not working and getting error - Unable to power the unified camera


On the 9971 device page ->Product Specific Configuration Layout, disable the Power Negotiation


Q.How to change/reset phone password



Q.Video from Jabber for Windows not displaying on 9971?

A. Jabber for Windows  introduced Video rate adaption.This allows Jabber to negotiate the optimum video quality based on network conditions. When rate adaption is being used you'll see the client upscale the video experience during the start of the call.


To guarantee an optimal  video experience when Jabber is interoperating with your other Video devices you must enabled RTCP on UC manger. Enabling RTCP will allow optimal video adaptation to occur. This is disabled by default and can be enabled in the following way.


On the UC manager administration interface


  • Select Device/Device Settings/Common Phone Profile (or other profile if you apply a different profile 89/99xx devices).Confirm the setting for RTCP* is set to enable



This setting can also be overridden in the device specific settings under the "Product specific Configuration Layout". Again, confirm RTCP* is set to enabled.   Note, not all device expose the RTCP setting at a device level. Settings RTCP to enabled will allow video adaption to take place.



Related Information

Register 9971 with CME

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