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Jabber Does Not Connect to a Desktop Phone Due to CTI Timeout

Document ID: 117820

Updated: Jun 30, 2014

Contributed by Scott Hills, Cisco TAC Engineer.

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Introduction

This document describes a problem encountered when you attempt to connect-control a desktop phone with Cisco Jabber. Cisco Jabber has the ability to control a desktop phone via Computer Telephony Integration (CTI). When this process is used, the Lightweight Directory Access Protocol (LDAP) authentication must complete successfully. If the LDAP authentication does not complete in a timely manner, it might cause issues with attempts to control the desktop phone. A workaround to this issue is provided.

Problem

You attempt to use Jabber in order to connect-control a desktop phone. This worked in the past but at times, connect does not function properly. When this occurs, a red X is displayed and this error might appear: 

Connection error. Ensure the server information in the Phone
Services tab on the Options window is correct. Contact your
system administrator for assistance.

Troubleshoot

When you troubleshoot this type of issue, it is useful to gather the CTI traces from the Callmanager during the time of the issue.

First, you must enable the traces:

  1. Navigate to Communications Manager Webpage > Cisco Unified Serviceability > Trace > Configuration.

  2. Select CM Services > Go from the Service Group drop-down list.

  3. Select Cisco CTIManager > Go from the Service drop-down list.

  4. Ensure that the trace is enabled and that the Debut Trace Level is set to Detailed.

Next, you must reproduce the issue and use the Real Time Monitoring Tool (RTMT) in order to gather the traces:

  1. Open the RTMT and log in.

  2. Navigate to Trace & Log Central > Collect Files.

  3. Check the Cisco CTIManager checkbox and click Next.

  4. Choose a Timeframe value that allows enough time for your test.

  5. Choose a Download location so that you can easily locate the file.

  6. Click Finish in order to start the trace download.

Here is an example of the data that might appear in the traces:

PC address: 192.168.20.24F

LDAP address: 192.168.10.4

LDAP port used: 389

User: Mickey Mouse

Alias: mmouse

***Initial CTI Open Provider

00434409.002 |14:15:26.964|AppInfo|[CTI-APP][CTIHandler::processIncomingMessage]
 CTI   ProviderOpenRequest    ( seq#=1  provider=UCProvider login=mmouse
 heartbeat=60 timer=10 priority=0 lightWeightProviderOpen=0 AuthType=0
 RequestOldFetch=0)

***Connecting to LDAP with a LDAP bind

00434417.036 |14:15:27.181 |AppInfo |Authenticating with SSL not enabled
 (ldap://192.168.10.4:389)

00434417.044 |14:15:27.187 |AppInfo  |LDAP authentication bind SUCCESS for
 dcadmin@cisco.com


00434417.045 |14:15:27.187 |AppInfo  |Connection # (0): sucessful

00434417.046 |14:15:27.187 |AppInfo  |Details ::

***Search for user

00434417.065 |14:15:27.191 |AppInfo  |Retrieve the specified user entry:
&bnsp;(&(&(objectclass=user)(&(telephoneNumber=*)))(sAMAccountName=mmouse))

00434417.066 |14:15:27.191 |AppInfo|LDAP Search for Userbase: 'dc=cisco, dc=com'

***CTI close Provider after 10 seconds

00434459.001 |14:15:36.959 |AppInfo|CTIManager::CtiManager::ready_SdlCloseInd():
 Connection closed indication
. Shutting down provider. -- Connection Id=18
 TcpHandle=[1:200:13:778]PeerIPAddr=192.168.20.24 PeerPort=50418 Username=mmouse
 CtiHandler=[1:200:22:742]

***** LDAP search completes at 14:21:45 however by this time CTI has already
 closed so this info Is returned to late.

00434417.082 |14:21:45.217 |AppInfo  |LDAP Search complete. Code: 0

00434417.083 |14:21:45.217 |AppInfo  |Get DN of entry.

00434417.084 |14:21:45.217 |AppInfo  |Got DN: CN=Mickey Mouse,OU=Users,
 OU=Information Technology,OU=Kingdom,DC=cisco,DC=com

00434417.095 |14:21:45.240|AppInfo|LDAP authentication bind SUCCESSfor CN=Mickey
 Mouse,OU=Users,OU=Information Technology,OU=Kingdom,DC=cisco,DC=com

00434417.096 |14:21:45.240 |AppInfo  |Connection # (0): sucessful

Solution

Use the information that is described in this section in order to resolve this issue.

Change the LDAP Port

You must verify your LDAP configuration within the Callmanager and switch your LDAP port from 389 to 3268. Port 3268 is more efficient with LDAP searches than port 389 and generally returns results more quickly.

Complete these steps in order to change the LDAP port:

  1. Navigate to System > LDAP > LDAP Directory.

  2. Click Find in order to view a list of your entries.

  3. Locate the section for LDAP Server Information, and change the port from 389 to 3268.

  4. Click Save.

Restart the CTI Manager Service

Caution: There is a service impact when you restart this service.

After you change the LDAP port, you must restart the CTI Manager Service:

  1. Navigate to Cisco Unified Serviceability > Tools > Control Center - Feature Services.

  2. In the CM Services section, locate Cisco CTIManager.

  3. Select this service and choose the Restart option.
Updated: Jun 30, 2014
Document ID: 117820