Extension Mobility Options Missing from Phone

[phonehome]

Hi. We have a user who uses extension mobility but the options to log out/change credential disappear after they log into the phone, so they cannot log out if they need to use a different phone. This user uses both 7841 and 8865 model phones. I've tried unsubscribing and re-subscribing the phones to the extension mobility and change credential services with no change. I've also tried changing the phone template on the mobility profile. What else should I look for to resolve this?

Thanks

[Jaime Valencia · Accepted solution]

Unless you configured the EM service as an enterprise subscription, the UDP needs to be subscribed to the EM service, not just the actual device.

[phonehome]

The options to log out/change credential appear for our other users but just not this one, so I'm guessing if something wasn't configured properly, it wouldn't work for anyone, correct?

[Roger Kallberg]

The UDP, User Device Profile, is personal. So likely you have not subscribed the Extension Mobility service to it.

[00u1c1e8sgNfbgbZ15d7]

Jaime thanks so much for helped me today ( one year after this post).

Best regards

[Roger Kallberg]

As Java wrote you need to subscribe the EM service to both the device(s) and the UDP(s). As a user login to a device it’s the settings on the UDP that takes over, so any service(s) needed in the logged in state needs to be assigned to it.