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Click to Call Menu Does Not Appear in Microsoft Office Applications

Document ID: 116326

Updated: Aug 06, 2013

Contributed by Md Hasan, Cisco TAC Engineer.

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Introduction

This document describes how to resolve the problem encountered where the Cisco Click to Call menu does not appear in Microsoft (MS) Office Applications.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

  • Cisco Click to Call
  • Windows 7 with MS Office 2010

Components Used

The information in this document is based on these software and hardware versions:

  • Cisco Click to Call Versions 7.x and 8.x
  • Jabber for Windows Version 9.x
  • Windows 7 PC with MS Office 2010

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

The Click to Call menu appears in some MS Office applications but not in others.

Solution

For the application that has the problem, such as MS Word or Outlook, make sure the Click To Call add-in is not unactivated or disabled in the MS Office application (see this example with Outlook).

MS Office 2007 (Outlook Example)

Complete these steps in order to fix the problem.

  1. Navigate to the Tools > Trust Center menu:

  2. In order to make sure it is not disabled due to security reasons, uncheck the check box Apply macro security settings to installed add-ins.

MS Office 2010 (Outlook Example)

  1. Navigate to the Options menu:

  2. Verify that the add-ins registry key is present with the LoadBehavior value set to 3.
    • Change the value to 3, and restart the MS Office component.
    • Verify that the value returns to 2. If it returns to 2, there is an error that stops the Click to Call add-in from being loaded.
  3. Click Start > Run > Regedit and navigate to these registry keys:
    • Standalone:
      [HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\Outlook\Addins\
      Cisco.ClickToCall.ribbon.outlook.Connect]
      [HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\Word\Addins\
      ClickToCall_ribbon_word.Connect]
      [HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\Excel\Addins\
      ClickToCall_ribbon_excel.Connect]
      [HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\PowerPoint\Addins\
      ClickToCall_ribbon_PowerPoint.Connect]
    • Integrated(CuciLync/Cupc):
      [HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\Outlook\Addins\
      Cisco.ClickToCall.Outlook.Connect]
      [HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\Word\Addins\
      Cisco.ClickToCall.Word.Connect]
      [HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\Excel\Addins\
      Cisco.ClickToCall.Excel.Connect]
      [HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\PowerPoint\Addins\
      Cisco.ClickToCall.PowerPoint.Connect]
    The value should be 3 in each key.
Updated: Aug 06, 2013
Document ID: 116326