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AMA-CUCM Troubleshooting: Best Practices for Reading Trace Files

Shared line appearance on the IP phone disappears when SoftPhone is invoked


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:

  • An unselected line

  • Computer Telephony Integration (CTI) setting issues

  • SoftPhone configuration issues

  • TAPI Service Provider (TSP) issues

  • Network 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.


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 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


Cisco softphone

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