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When the user presses Call Back or the QRT softkey after configuring call back or QRT in Cisco CallManager, "Service is not active" error message appears on the phone screen


Core Issue

After activating call back and QRT, the services cannot be used. The soft button template for 7940/7960 series phones is installed, and the call back and QRT softkeys are visible. Cisco Extended Functions (CEF) service is enabled and running. However, Pressing call back or the QRT button shows the Service is not Active message on the phone.

This issue can occur due to the missing CCMSysUser password in the registry.


To resolve this issue, perform these steps:

Restart the CEF service on all servers. In CCMAdministrator page, select Application > Cisco CallManager Serviceability > Tools > Control Center. Check if the CEF is running. If not, select this service and start it. If it indicates that it is running, select the service and restart it.  

Refer to the Cisco Extended Functions Service Dependency.


  1. Restart the Computer Telephony Integration (CTI) manager service.

  2. Restart the Cisco Tomcat service.    

  3. Restart the IIS Admin service.    

  4. If problem persists, reset the CCMSysUser password using the CCMPWDChanger utility as indicated in the Enabling Cisco IP Services section of Installing the Cisco Customer Directory Configuration Plugin for Cisco CallManager Release 3.3.

If these steps do not solve the issue, and if you are using Active Directory (AD), reinstall AD plugin as indicated in Active Directory 2000 Plugin Installation for Cisco CallManager. Once again, reset the password on the AD server for CCMSysUser. Restart Cisco Tomcat, IIS Admin, andCisco Extended services. You might need to wait for some time for this to take effect. It might take about 10 minutes to get the password sychronized between the AD and Cisco CallManager servers.

If you are using Data Connection (DC) Directory, you need to set the DeviceAuthorizationRequired to False by performing these steps:

  1. Log into DC Directory administrator as Directory manager. Select Start > Programs > DC Directory Administrator.    

  2. Once logged in, click on the + sign next to CCN.    

  3. Click on Profiles, right click on CCMSysUser-profile, and choose Properties.    

  4. Once you enter properties of the user, click on Properties again.    

  5. On the Application Profile tab, click on the Modify button. (This button is in the bottom of the window. If you do not have a screen resolution of at least 1280 x 1024, you might have to change it.) The field backgrounds changes from being grayed out.    

  6. Set DeviceAuthorizationRequired False. Then click Apply and OK.    

  7. Restart CEF service on both publisher and subscriber.

For more information, refer to these sections:

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