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Presence opening a call window when phone not in use....

Hi all,

We just deployed the Presence client on 10 of our pcs within the IT department for testing before rolling it out to the rest of the building.

One of our team members just installed presence on her pc and has been using it for a couple of days now without any problems until this:                   

Presence Popup Error.jpg

The strange thing about this is she was not on the phone with anybody.....it just randomly popped up.

Has anyone else seen this?

~Ray

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4 REPLIES 4
Hall of Fame Cisco Employee

Presence opening a call window when phone not in use....

By any chance are you using shared lines?

HTH

java

if this helps, please rate

www.cisco.com/go/pdihelpdesk

HTH

java

if this helps, please rate
Beginner

Re: Presence opening a call window when phone not in use....

No, she only has 2 lines and I have double checked cucm to make sure we didnt accidently share it on someone elses phone.....

Also her call history shows people she has never even talked to...??...odd.

~Ray

Cisco Employee

Re: Presence opening a call window when phone not in use....

Hey Ray,

I've seen issues where the Active Conversation Windows doesn't close after a call has ended, but not where it pops up without any calls being made.

To better understand the issue, please answer the following:

How often is this reproducible:

Does this happen when the end user uses CUPC in Soft Phone Mode as well:

Is Extension Mobility enabled for the desk phone she is controlling:

For troubleshoot this issue, we need to set the logs in debug level so that going forward if this happens again, we can capture this in the logs and identify where the call is being generated which causes the Active Conversation Window to pop up:

On Call Manager:

Set CCM and CTI Logs on Call Manager to Detailed: CCM Serviceability -> Trace -> Configuration -> Choose the Server where the Desk Phone is Registered -> CM Services -> CTI and then CCM for both to Detailed

On the Affected Users's CUPC

Click on Help -> Enable Detailed Logging

Exit out and then relogin to CUPC for detailed logging to take affect.

Now whenever the end user complains about the Conversation Window popping up, have her note down the detail of the Incoming or Outgoing Number and the time of the event.

Then Collect the Call Manager logs for that windows including 10 mins prior to the event and also have the end user generate the detailed PRT by clicking on Help -> Create Problem Report

That will help isolate the issue better.

Best Regards,

Jas

Presence opening a call window when phone not in use....

Hello Jasmeet,

We facing the problem:

"Active Conversation Windows doesn't close after a call has ended"

would you have any idea to solve this.

Thanks

Selva Nadar

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