Core Issue
The issue involves a SoftPhone, a regular IP phone and a line that is shared between them.
The shared line appearance on the IP phone disappears when the SoftPhone is invoked. When SoftPhone is turned on, and you do not see the desired line, that could be a result of a number of possible issues:
- Computer Telephony Integration (CTI) setting issues
- SoftPhone configuration issues
- TAPI Service Provider (TSP) issues
To find the cause of the problem, you need to explore a number of possible issues. In this case, the issue was caused by the CTI device not associating with the user.
Resolution
To resolve SoftPhone issues, refer to these documents:
Problem Type
IP telephony problems
Call control software (CallManager, CallManager Express, ICS7750, SRST, SS7 call agents)
IP phones and other clients (Client registration, faulty IP phone, etc.)
Call Control
CallManager
CallManager Features
Call routing
IP Phones and Clients
IP phone faulty operation
Failure Type
Incorrect destination, sequence, number of rings, state, indication, result or other outcome
End Where Problem is Heard or Device Type Involved
IP phone
User Features
Bridged line appearances
IP Phone Software
Softphone
Cisco softphone
