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Phone presence not working with Jabber Clients on Windows

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TITLE

Phone Control not working with Jabber Clients on Windows

SYMPTOMS

When using a deskphone that is associated with an end-user, the phone presence is not updated.  For example, if I am on my deskphone the expectation is that my presence wil be updated with rich presence information, such as "On the phone".  

The CallManager and CUPS SIP Proxy PUBLISH for the phone status is being sent correctly, but in the CUPS Presence Engine logs, you see errors:

system.pe.eventpkg.presence 1111111 WARNING PEPublisher::handlePublish
getIuid failed. IUID not found

ENVIRONMENT

Jabber for Windows 9.0.1

Cisco Unified Communications Manager 6.1.3.1000 using built-in directory (no LDAP integration)

Cisco Unified Presence Server 8.5.6

CAUSES

(Describes the background of the issue)

TBD

RESOLUTION

There are a few options to try:

  • Re-provision device/user in CallManager:
    • remove the device from the users associated device list, save
    • add the device back to the users associated device list, save
    • unselect the user as licensed for CUPC/CUP, save
    • select the user as licensed for CUPC/CUP, save

  • Re-configuration in CallManager
    • delete the device
    • delete the userid
    • recreate the device
    • recreate the userid
    • perform steps to re-provision device/user in CallManager

  • From the Admin CLI on the Cisco Unified Presence Server server, remove records for a specific username from the database which will be then repopulated with correct information.  WARNING, if you are uncomfortable DELETING information from your database, try the other solutions first then contact TAC for assistance.
    • run pe sql ttreg delete from contact where fk_aorpkid like '% username %';
    • run pe sql ttreg delete from registration where fk_aorpkid like '% username %';
    • run pe sql ttreg delete from aor where aorpkid like '% username %';

PREVENTION

(Describes how to avoid. Can be used as an admonition for relevant tasks)

TBD

RELATED TOPICS

(Lists Diagnostic Tasks, Corrective Procedures, and related trouble-shooting issues)

TBD

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