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Cisco Jabber for Windows

Jabber for Windows Deskphone Video Feature Connection Issue Troubleshoot

Document ID: 116472

Updated: Sep 11, 2013

Contributed by Joshua Hammonds and Scott Hills, Cisco TAC Engineers.

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Introduction

This document describes the procedure used in order to troubleshoot connection issues with the Deskphone Video feature on Cisco Jabber for Windows.

Problem

The Deskphone Video feature status in Cisco Jabber for Windows appears as Unknown

Solution

There are several areas to troubleshoot in order to discover the cause of this problem. The most common cause of this problem is that the base configuration is not in place. Verify that these basic items are configured in order to ensure that the connection attempt to the Deskphone Video occurs:

  • Verify that MediaNet (Media Services Interface) is installed and runs on the machine.
  • Ensure that the connected phone is Video Enabled.
  • Ensure that you are tethered to the desk phone that is controlled.
  • If it is a Skinny Client Control Protocol (SCCP) phone that is controlled, ensure that you do not run Firmware Verson 9.2.1 (Due to Cisco bug ID CSCtq48538).

If these items are installed and configured correctly, then you are able to troubleshoot the Deskphone Video. However, there are secondary items that you must consider, dependent upon the environment and the phone that is controlled. 

Here are some common scenarios that are encountered with Deskphone Video connections:

Scenario 1

MediaNet is installed and runs on the machine, the connected phone is Video Enabled, and you are tethered to the desk phone that is controlled. Deskphone Video connections function properly on Cisco 7900 Series phones, but not on 9900 Series phones.

Solution

IP phones allow only one Cisco Audio Session Tunnel (CAST) connection per phone. Ensure that the USB camera on top of the phone is disconnected. This USB camera extinguishes the single CAST connection that is allowed on the phone. Once the USB camera is disconnected, and Jabber service is restarted, it picks up the phone with Cisco Discovery Protocol (CDP) and connects to CAST with the phone.

Scenario 2

MediaNet is installed and runs on the machine, the connected phone is Video Enabled, you are tethered to the desk phone that is controlled, and you do not run Fimware Version 9.2.1 on the SCCP phone. You cannot connect to Deskphone Video on Cisco 7900 Series phones.

Solution

Use CDP in order to find the IP phone to which you are connected, and use CAST in order to establish the video connection to the phone. If either of these protocols are not allowed by the local network security software, the connection never occurs. You must temporarily disable all firewall and virus scan applications on the machine, and relaunch Jabber services. If Deskphone Video now functions properly, then the local security applications are the cause of the connection issues. Normally, a simple exception on the network port corrects this issue. In order to allow CDP, you must allow the multicast Media Access Control (MAC) addresses 01-00-0c-cc-cc-cc and 01-00-0c-cc-cc-cd. In order to allow for CAST, you must allow traffic on Transmission Control Protocol (TCP) port 4224.

Note: The information in this document applies to Cisco Unified Personal Communicator (CUPC) as well. The only exceptions are that MediaNet is not used, and the CDPDrv.exe application installed with the client is different.

Updated: Sep 11, 2013
Document ID: 116472