We have a CUPS integration with CUCM, however none of our CUPC can change to an online state.
when a user changes state to online the state does not change.
also presence viewer also states that other users can see the user as available until they log in and cannot see the user online the presence viewer test then says that they are unavailable.
Deskphone calling is working correctly.
Logon Server, Precense Desk Phone, Voicemail and LDAP are all connected and succesful.
connection down bottom of CUPC is connected.
Has anyone experienced anything similar to this? Any help would be appreciated.
Solved! Go to Solution.
Just to clarify, you have the 'Presence' green lighted in the server health screen? If not, this is usually down to missing 'Digest Credentials' on the end user.
What version are you running?
Are you running LDAP sync to your CCM? If not, check the user ID in LDAP is matching the user ID in CCM exactly (i.e. case sensitive).
If you take a good user to a PC that is unhappy, do they work OK? And a bad user to a good PC, does the error follow the user?
Please do the following:
1) Exit CUPC (make sure it was exited).
2) Start packet capture on the CUPC computer.
3) Launch CUPC and log in.
4) After CUPC stablized, stop packet capture.
In packet capture, filter SIP packets. You should see the following sequence:
"I am seeing all of the outgoing packets" -- that means you're NOT seeing the incoming NOTIFY?
If that's the case, it's most likely a network issue.
To further prove that, you need to do packet capture on client and server side for the same time frame. You'll see server sent NOTIFY, but client never received it.
Command line to do packet capture on server:
utils network capture file cups count 100000 size all host all 192.168.1.100
192.168.1.100 is the IP address of CUPC client.
To stop capture, press "Ctrl-C". To get the file use command below:
file get activelog platform/cli/cups.cap
Can you do the following?
1) Enable detailed logging from CUPC > Help.
2) Exit CUPC
3) Start packet capture
4) Launch and log into CUPC
5) Wait for 2 minutes
6) CUPC > Help > Generate Problem Report
7) Stop packet capture.
Attache problem report and packet capture here. We can take a look.
From server packet capture, you can see that the server was trying to send NOTIFY to client but failed (packet #107).
From client packet capture, client never received NOTIFY.
Those two capture files should be a good starting point for network engineer to troubleshoot.
At this point, it's not a CUPC/CUPS issue.