Jabber 9.3.4 - 11.1 - Ability to place call through Jabber disappears

[rossporubski]

We've recently had two subscribers log complaints that the place call icon has grayed out on the contact in Jabber. One is a regular subscriber with an associated phone, the other is an EM subscriber with no associated phone. Both phones work fine for both subscribers, but the dial from jabber functionality is grayed out. Both are on Win 7 workstations. I've cleared the Appdata>Cisco folders on their user profile of the "Unified Communications" cache for local and roaming. I've upgraded to version 11.1 as well and the functionality still doesn't come back. We do have version 11.5 jabber but were told not to use it. Is there something else I'm missing troubleshooting-wise?

Any help is greatly appreciated. Thanks in advance.

[Jaime Valencia]

Do they show up as registered in CUCM??

Exactly how are you trying to dial??

By using the search bar and the green call icon?

Or right click on a user and trying to dial?

[rossporubski]

Sorry, just noticing this now. For some odd reason I either get notifications or I don't In this case, I didn't get an email notification you responded.

Hi Jaime, the person is showing up registered in UCM and they dial by clicking the green phone icon, which in this case has gone grayed out. Their phones work perfectly fine but all of a sudden the phone icon has grayed out on their client.