This document describes the troubleshooting step when Cisco Unified Presence user does not receive a popup when Microsoft Lync or Microsoft Office Communicator user adds the user to their contact list
Cisco Unified Presence user does not receive a popup when Microsoft Lync or Microsoft Office Communicator user adds the user to their contact list
Follow the below procedure to resolve this issue
1. If a valid availability state is shown, check whether Cisco Unified Presence is configured to automatically approve subscription requests from users within the local presence domain. If this feature is enabled, Cisco Unified Presence automatically approves the request without a popup to the Cisco Unified Presence user.
2. Otherwise, if "Status Unknown" or "Presence Unknown" is shown for the contact, perform the remaining troubleshooting steps as required.
3. Ensure that the Cisco UP SIP Proxy and Cisco UP SIP Federation Connection Manager services are running on each Cisco Unified Presence server.
4. Ensure that Partitioned Intradomain Federation is enabled on each Cisco Unified Presence cluster.
5. Check that the Partitioned Federation Routing mode applies to the chosen deployment.
Advanced Routing is supported only in single-cluster Cisco Unified Presence deployments.
6. If TLS encryption is configured, use Wireshark or an equivalent monitoring tool to verify that the TLS handshake is successful.
7. If TLS encryption is configured but the TLS handshake is failing, verify that FIPS is enabled on Lync/OCS/LCS servers.
8. Ensure that a static route that points to the routing Cisco Unified Presence server is configured on each Lync/OCS/LCS Standard Edition server or Enterprise Edition pool.
9. Ensure that each Cisco Unified Presence server is resolvable by Domain Name Service (DNS) from the Lync/OCS/LCS deployment.
10. Ensure that a Lync/OCS/LCS Host Authorization entry exists for the Cisco Unified Presence server that is sending the SIP NOTIFY message.
a. At the very least, there must be an IP address entry for each Cisco Unified Presence server.
b. If TLS encryption is configured, a second FQDN entry is also required for each Cisco Unified Presence server.
11. Ensure that the Cisco Unified Presence Access Control List (ACL) allows requests from all Lync/OCS/LCS servers/pools. If there is an ACL issue, the following entry appears in the SIP Proxy logs of the routing Cisco Unified Presence server: ACL - upstream not trusted - need to authenticate.
12. If this is a multicluster Cisco Unified Presence deployment, ensure that inter-cluster peering is correctly configured.
a. Select Cisco Unified Presence Administration > Presence > Inter-Clustering on the publisher node of the cluster that contains the designated routing Cisco Unified Presence node.
b. Ensure that the list of inter-cluster peers includes a peer for the cluster on which the Cisco Unified Presence user is provisioned and that the number of Associated Users for that peer is greater than 0.
c. Select the inter-cluster peer to validate the Inter-cluster Peer Status.
d. Ensure that there are no errors highlighted.
Cisco Unified Presence user does not appear in Microsoft Lync or Microsoft Office Communicator address book
1. Ensure that a full synchronization by the Lync/OCS/LCS Address Book Service has taken place since the Cisco Unified Presence user was migrated from Lync/OCS/LCS. This synchronization happens nightly by default.
2. Request the Microsoft Lync or Microsoft Office Communicator user to sign out and sign in to trigger a download of the new address book. By default, it may take Microsoft Office Communicator more than an hour to download the new address book from Lync/OCS/LCS.
3. If the Cisco Unified Presence user was previously a Microsoft Lync or Microsoft Office Communicator user, ensure that the Cisco Unified Presence user still has their old Lync/OCS/LCS SIP URI populated in Active Directory (msRTCSIP-PrimaryUserAddress).
4. If the Cisco Unified Presence user was not previously a Microsoft Lync or Microsoft Office Communicator user or if their old Lync/OCS/LCS SIP URI has been cleared from Active Directory, you must manually populate the Active Directory msRTCSIP-PrimaryUserAddress field to ensure that the Cisco Unified Presence user appears in the Microsoft Lync or Microsoft Office Communicator address book. You must enter sip:<user's uri> in the msRTCSIP-PrimaryUserAddress field.
TLS handshake errors between Cisco Unified Presence and Lync/OCS/LCS
1. Verify that FIPS is enabled on each Lync/OCS/LCS server.
2. Verify that Lync/OCS/LCS has been configured to listen for mutual TLS connections on port 5061.
3. Verify that the Cisco Unified Presence Application Listeners have been configured such that the Presence Peer Authentication Port is set to 5061.
4. Verify that the Cisco Unified Presence certificate is signed by the same certificate authority as the Lync/OCS/LCS server.
5. Verify that none of Lync/OCS/LCS or Cisco Unified Presence certificates have expired.
6. Verify that the Lync/OCS/LCS certificate is configured for both Server Authentication and Client Authentication.
•Such certificates have an OID value of "126.96.36.199.188.8.131.52.1,184.108.40.206.220.127.116.11.2"
•If the certificate is configured for Server Authentication only, it has an OID value of "18.104.22.168.22.214.171.124.1"
7. Verify that the Cisco Unified Presence TLS Peer Subjects list contains the Subject Common Name (CN) used in certificates provided by Lync/OCS/LCS during TLS handshaking.
8. Verify that the Cisco Unified Presence TLS Peer Authentication TLS Context is configured correctly and that all TLS Peer Subjects have been selected.
Cisco Unified Presence unable to route Interdomain Federation requests through Lync/OCS/LCS deployment
1. Verify that the Lync/OCS/LCS deployment is correctly configured for Interdomain Federation. To do this, ensure that Microsoft Lync or Microsoft Office Communicator users can federate.
2. Ensure that the Cisco UP SIP Proxy and the Cisco UP SIP Federation Connection Manager are running on each Cisco Unified Presence server.
3. Ensure that Cisco Unified Presence is configured for Interdomain Federation to the foreign domain and that Direct Federation is enabled.
4. Ensure that a static route is configured on Cisco Unified Presence for the foreign domain and that the static route points to Lync/OCS/LCS.
5. Ensure that the foreign domain is included in the Cisco Unified Presence Access Control List (ACL).
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