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.
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:
- Navigate to Communications Manager Webpage > Cisco Unified Serviceability > Trace > Configuration.
- Select CM Services > Go from the Service Group drop-down list.
- Select Cisco CTIManager > Go from the Service drop-down list.
- 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:
- Open the RTMT and log in.
- Navigate to Trace & Log Central > Collect Files.
- Check the Cisco CTIManager checkbox and click Next.
- Choose a Timeframe value that allows enough time for your test.
- Choose a Download location so that you can easily locate the file.
- 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
***Initial CTI Open Provider
CTI ProviderOpenRequest ( seq#=1 provider=UCProvider login=mmouse
heartbeat=60 timer=10 priority=0 lightWeightProviderOpen=0 AuthType=0
***Connecting to LDAP with a LDAP bind
00434417.036 |14:15:27.181 |AppInfo |Authenticating with SSL not enabled
00434417.044 |14:15:27.187 |AppInfo |LDAP authentication bind SUCCESS for
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:
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
***** 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,
00434417.095 |14:21:45.240|AppInfo|LDAP authentication bind SUCCESSfor CN=Mickey
00434417.096 |14:21:45.240 |AppInfo |Connection # (0): sucessful
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:
- Navigate to 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.
- Click Save.
Restart the CTI Manager Service
After you change the LDAP port, you must restart the CTI Manager Service:
- Navigate to Cisco Unified Serviceability > Tools > Control Center - Feature Services.
- In the CM Services section, locate Cisco CTIManager.
- Select this service and choose the Restart option.