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.
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.
Note: Phone services is now located on the Accounts tab. Choose File > Options > Accounts in order to update the server information.
When you troubleshoot this type of issue, it is useful to gather the CTI traces from the Callmanager at the time of the issue.
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:
Choose System > LDAP > LDAP Directory.
Click Find in order to view a list of your entries.
Locate the section for LDAP Server Information and change the port from 389 to 3268.
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:
Choose Cisco Unified Serviceability > Tools > Control Center - Feature Services.
In the CM Services section, locate Cisco CTIManager.
Select this service and choose the Restart option.