Cisco Unified Communications Manager (CallManager)

Unified CallManager 5.x/6.x/7.x: Issues with Corporate Directory Lookup

Document ID: 109369

Updated: Sep 10, 2012



This document describes how to repair issues with the Corporate Directory Lookup caused in Cisco Unified Communication Manager (CallManager) 5.x, 6.x, 7.x, and 8.x.



Cisco recommends that you have knowledge of these topics:

  • Cisco Unified Communication Manager 5.x

  • Cisco Unified Communication Manager 6.x

  • Cisco Unified Communication Manager 7.x

  • Cisco Unified Communication Manager 8.x

Components Used

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

  • Cisco Unified Communication Manager 5.x

  • Cisco Unified Communication Manager 6.x

  • Cisco Unified Communication Manager 7.x

  • Cisco Unified Communication Manager 8.x

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.


Refer to Cisco Technical Tips Conventions for more information on document conventions.

Call Fails when Dialing from the Corporate Directory


After the upgrade to the Cisco Unified Communication Manager 5.x, the Corporate Directory does not work. With Cisco CallManager 5.x, when the IP phone dials from the Corporate Directory and the Corporate Directory is configured to dial with a plus sign, the call fails with a fast busy tone.

In order to resolve this issue, try either of these solutions:

Solution 1: Directory Lookup Dial Rule

Logon to the Cisco CallManager Administration page.

  1. Go to Call Routing > Directory Lookup Dial Rule.


  2. Add a new rule with these values:

    • Number Begins With = + (plus sign)

    • Total Digits to be Removed = 1


  3. Save the new Directory Lookup Dial Rule, and test if it works correctly.

Solution 2: Upgrade the IP Phone Firmware or Edit the Directory Dial Rule

If the call fails when the phone dials a number with a non-dialable character, such as - ( ) [], the IP phone firmware cannot support non-dialable characters. In order to resolve this issue, you must upgrade the IP phone firmware or edit the Directory Dial Rule so that non-dialable characters do not appear.

IP Phone 7941 Does not use the Directory Field for External Data Locations


By default, the Enterprise Parameter called Services Provisioning is set to Internal. With this setting, the Cisco 79xx IP phones do not see the option for the external Corporate Directory. You need to set this to External URL to get the external Corporate Directory.

When the Services Provisioning field is set to External URL, the 79xx phones see the option for the external Corporate Directory when hitting the "Directories" button, but it does not show that. The Directory options do not come up when the Directories button is clicked.


In order to resolve this issue, follow these instructions:

  1. Set Services Provisioning to BOTH.

  2. Disable the Corporate Directory from the services page: Device > Device Setting > Phone Services > Directory.

Error: Cisco PD Error Press button Directories twice


After the PIN is reset, you are unable to access the personal directory through the phone, and you receive this error message: Cisco PD Error Press button Directories twice.



Complete these steps in order to resolve this error:

  1. Create a new IP phone service:

    1. Go to Device > Device Settings > Phone Services, and click Add New.

    2. Provide a service URL (such as http://server-name-or-ipaddr:8080/ccmpd/

    3. Check the Enable check box, and uncheck the Enterprise Subscription check box.

    4. Click Save.

  2. Subscribe to the service:

    1. Go to Device > Phone, and choose the phone on which you received the error message.

    2. Go to Related Links, and choose the Subscribe/Unsubscribe Services option.

    3. Click Go.

    4. Choose the service created in step 1, and subscribe to it.

    5. Click Save.

  3. Go to System > Service Parameter, and select the server.

  4. Choose Cisco Tftp (Active), and click Advanced.

  5. Set the Enable Caching of Constant and Bin Files at Startup option to False, and choose the Build All option in Build CNF Files parameter.

  6. Click Save.

  7. Go to Cisco Unified Serviceability page, choose Tools > Control Centre- Feature Services, and select the server.

  8. Choose Cisco Tftp, and restart it.

  9. In the CUCM Administration page, go to Device > Device Settings > Phone Services, and select the service created in step 1.

  10. Click Update Subscription, and then reset the Cisco IP Phone.

Also, refer to CSCsl95467 (registered customers only) .

Error: Contact administrator


You receive this error message when you try to access the Personal or Corporate Directory from a Cisco IP Phone:

Error:Contact administrator


In order to resolve this issue, verify that domain-suffix in the DHCP is correctly configured as the phones receives DNS server IP address and DNS suffix from their DHCP server.

Error: Host Not Found


After you upgrade CUCM to version 8.x, some Cisco IP Phones display the host not found error when trying to access the Corporate Directory.


  • As a workaround, remove the Secure URL entry for Directory URL under the Enterprise Parameters.

  • Make sure that the firewall settings are not blocking access.

  • Restart the Cisco Trust Verification Service.

  • If the show itl command displays the Verification of the ITL file failed. Error parsing the ITL File error message, regenerate the TVS certificate from the CUCM OS Administration Page. For information on regenerating the TVS certificate, refer to the Security section of the Cisco Unified Communications Operating System Administration Guide.

  • Make sure to add the domain name to the DNS server configuration for the IP phones.

7936 IP Phone Unable to Use Corporate Directory

The Cisco 7936 IP Phone cannot use corporate directory if accept-language is not specified. This issue is documented by Cisco bug ID CSCtx25150 (registered customers only) .


As a workaround, manually configure this directory URL on the 7936 IP Phone:


where x.x.x.x is the IP address or hostname of your CUCM used for directory services.

CUCM Corporate Directory Shows Incorrect Search Result

Corporate Directory search is not working as expected on Cisco 7937 IP Phones. Custom LDAP Corporate Directory search results vary depending on the Cisco IP Phone model making the search. For example, a directory search by name-only on a 7937 returns no results or the search results are incorrect. Sometimes, the search results include 320 records in A to Z form irrespective of the search criteria.


This issue is documented by Cisco bug ID CSCtu29681 (registered customers only) . The workaround is to integrate LDAP with CUCM as explained in Integrate Cisco Unified Communications Manager 8.x with Active Directory.

CIPC is Not Showing External Directories

The Cisco IP Communicator (CIPC) is not showing external directories on the phone after performing an upgrade to CIPC version There are no errors. The external directories are just not showing up. These do show on CIPC version 7.0.5 and on any regular IP Phones.


Navigate to the CIPC configuration page in CUCM. Change Services Provisioning to Both.


Then, click Save and reset the CIPC.

Error: Host Not Found

The Host Not Found error message is received when you press the corporate directory on some 7945 and 9971 IP Phone models.


This issue can occur if you have changed the domain for the CUCM Publisher and Subscriber. In order to resolve this issue, you need to delete the ITL file from the phone. Complete either of these steps in order to accomplish the task:

  • On 79XX IP Phone models, navigate to Settings > Security > Trust List > ITL File > **# (to unlock the settings) > Erase.

  • On 89XX/99XX Sip IP Phone models, go to Settings > Administrator Settings > Reset Settings > Security Settings.

When changing the domain, you need to complete the procedure and review the considerations that are on this Cisco Support Community (CSC) document: Communications Manager Security By Default and ITL Operation and Troubleshooting

Service URLS do not work


After a CUCM upgrade from 7.x to 8.x, all 7945 and 7965 phones cannot access any service. The Host not found error is returned:

all manager upgrade from 7.1.5 to 8.5.1 SU3 all 7945 and 7965 phones cannot access
any service - they get HOST NOT Found.

We have tried:-
resetting Publisher.
Restarting Tomcat services
Restarting ITL service
factory defaulting phone.

We have removed the HTTPS line under extension mobility and this got extension mobility

But we still have the issue with all the other services and would like to put the secure
service back in.


Complete these steps in order to resolve the issue:

  1. Reset the Publisher.

  2. Restart Tomcat Service.

  3. Restart the ITL Service.

  4. Set the phones to Factory Default.

  5. Remove the https line under Extension Mobility.

After you complete these steps, if the issue still persist gather the phone console logs (refer to Collecting console logs from Cisco Unified 7900 Series IP Phone and if it was found as HTTPS Certificate is rejected by TVS for being too long.

9104: ERR 13:46:22.479136 SECD: tvsReqAuthenticateCertificate: Cert 
length is too long <2149>, not supported, returning error to TVS client
 9105: ERR 13:46:22.481119 SECD: Authentication failed for the HTTPS 
 conn via TVS
 9106: NOT 13:46:22.481841 SECD: srvr_cert_vfy:  ** srvr cert verify 

The issue is that the signed certificate was 4096 bytes, but the maximum that the phone can support is 2048. In order to resolve this issue use signed certificates 2048 bytes or smaller. Refer to CUCM Uploading CCMAdmin Web GUI Certificates for more information. This is documented in Cisco bug ID CSCtx55324 (registered customers only) .

Related Information

Updated: Sep 10, 2012
Document ID: 109369