Cisco Unified Communications Manager (CallManager)

Cisco Unified Communications Manager 6.x/7.x/8.x: Mobility Softkey Errors


Cisco mobility applications provide the ability to deliver the features and functionality of the enterprise IP communications environment to mobile workers wherever they might be. Mobility users can handle calls to their enterprise directory number, not only on their desk phone, but also on one or more remote phones.

This document describes how to troubleshoot the Cisco Unified Communications Manager Mobility Application issue.



Cisco recommends that you have knowledge of Cisco Unified Communications Manager 6.x/7.x/8.x.

Components Used

The information in this document is based on the Cisco Unified Communications Manager 6.x/7.x/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.


The MobileConnect Off You are not a valid Mobile Phone User error message appears when the user presses the mobility softkey on the Cisco IP phone.


Ensure the Owner User ID field under the Device > Phone > Select the Phone is assigned with the User ID. Complete these steps:

  1. In th CUCM Administration Page, chooseDevice > Phone and look for the IP phone with the Mobility softkey.

  2. Look in the configuration page for the field Owner User ID and choose the user that uses the feature.

  3. Save the configuration and retry the Mobility softkey. Sometimes, when you try to save the update for Owner User ID, it displays an error message that a user is currently logged in. But the Extension Mobility information does not show login.

  4. Remove the extension Mobility check mark, and apply the owner user ID.

    This issue is documented by Cisco bug ID CSCsg64857 (registered customers only) .


When you try to set up the Mobility Connect on 6921/6941, you are not able to get the Mobility softkey.


Complete these steps in order to configure mobility key in 69xx:

  1. Choose Device > Device Settings > Phone Button Template.

  2. Click Add New.

  3. Choose the Standard 6921 SCCP template. In the case of Cisco IP Phone 6941, choose the Standard 6941 SCCP template.

  4. Click Copy.

  5. Name the template.

  6. In the Button Information section, use the drop-down menu to change the second line from Line to Mobility.


  7. Click Save.

  8. Go back to the 6921/6941 phone and change the phone button template to the new template you just created.

  9. Click Save.

  10. Click Apply Config.


When you try to transfer the call and you press the Mobility Softkey, the mobile number error message appears.


This issue is documented in Cisco bug ID CSCtc68651 (registered customers only) .Workaround for CUCM 8.x is not to use Local Route Group and/or set Log Mobile Number in CDR since Rerouted RD Calls Service Parameter are set to false .Whereas in CUCM 7.x, you can upgrade to the versions mentioned in Cisco bug ID CSCtc68651 (registered customers only) and Release Notes.

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