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Cisco Jabber for Windows

Jabber Cannot Control DeskPhone

Document ID: 116518

Updated: Oct 01, 2013

Contributed by Scott Hills, Cisco TAC Engineer.

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Introduction

This document describes a problem encountered when you attempt to control a DeskPhone from Cisco Jabber and presents one possible solution to the problem.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

  • Cisco Jabber Version 9.2.x
  • Cisco CallManager Version 9.1.x
  • Cisco Unified Presence Server (CUPS) Version 9.1.x

Components Used

This document is not restricted to specific software and hardware versions.

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Problem

You are unable to control your DeskPhone via Cisco Jabber, and a red X appears at the bottom of the Jabber console window. When you navigate to Help > Show Connection Status from your Jabber console, you might see this report:

Deskphone

Status: Not connected
Reason: Connection error: Ensure the server information in the Phone Services tab
  on the Options window is correct. Contact your system administrator for assistance.

Solution

Complete these steps in order to resolve this problem:

  1. Ensure that your Jabber-enabled PC is able to download a file from the TFTP server (Callmanager).
  2. Enter the Tftp -i <cucm ip address> get <SEP>.cnf.xml command from your PC in order to download the TFTP file. In this instance, the name of the phone device is SEP, which is the MAC address.

    Note: In order to ensure that your PC has TFTP-client enabled for Microsoft Windows, navigate to Control Panel > Program and Features > Turn Windows features on or off, check the TFTP Client check box, and click Ok.

  3. If the file does not download, ensure that Windows Firewall or Physical Firewall do not block your access to port 69 or the Jabber application access. In order to ensure this, navigate to Control Panel > Windows Firewall > Allow a program or feature through Windows Firewall, and check the Cisco Jabber check box.
  4. If the previous steps do not resolve this issue, log in to CUPS and navigate to Application > Legacy Clients > Primary TFTP. You must populate the TFTP address for the Primary (at a minimum).

Troubleshoot

In order to troubleshoot this problem further, complete these steps:

  1. Gather a Problem Report from Jabber. Navigate to Help > Report a problem, and follow the prompts given via the wizard.
  2. Review the cfs-unified.log that contains the time-frame, or a reproduction of the problem.
  3. In the log, search for a line that looks similar to this:
    2013-09-06 10:47:12,139 ERROR[0x0000115c][control\CallControlManagerImpl.cpp(1384)]
      [csf.ecc][ecc::CallControlManagerImpl::doConnect]- doConnect() failed - No local
      IP address set! : eNoLocalIpConfigured

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Updated: Oct 01, 2013
Document ID: 116518