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Cisco Unified Personal Communicator

Cisco Unified Personal Communicator Deskphone Control Issue

Document ID: 113300

Updated: Feb 24, 2012

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Introduction

Cisco Unified Personal Communicator (CUPC) is the client application that integrates to the Cisco Unified Presence Server (CUPS). This client runs on a Windows or Macintosh desktop environment and provides for several integrated communications features such as desk phone control, Instant Messaging (IM), Presence, softphone, communication escalation, and so on.

This document provides information about the CUPC Device Initialization error, where the end user cannot control the soft phone or desk phone using CUPC.

Prerequisites

Requirements

There are no specific requirements for this document.

Components Used

The information in this document is based on CUCM 8.x with CUPS 8.x and CUPC 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.

Conventions

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

The deskphone feature is greyed out

The deskphone feature is greyed out. Chat and all other features are working, client behaves as IM client. However, call functionality is unavailable and this error is displayed:

cupc-deskphone-issue-01.gif

Solution

The Cisco Unified Communications Manager IP Phone (CCMCIP) service runs on Cisco Unified Communications Manager and retrieves a list of devices associated with each user. CCMCIP profiles are required before CUPC 8.x clients can retrieve the list of user devices from Cisco Unified Communications Manager. Use the controls on the CCMCIP Profile Configuration page to create a profile to control Cisco Unified Personal Communicator 8.x in deskphone mode and to facilitate device discovery for deskphones and softphones. Then, associate selected users to the profile. You can create CCMCIP profiles for your Cisco Unified Personal Communicator 8.x users by completing this procedure:

  1. Go to Cisco Unified Presence Administration > Application > Cisco Unified Personal Communicator > CCMCIP Profile.

  2. Click Add New.

  3. Enter the profile name and description.

  4. Enter information into the fields:

    cupc-deskphone-issue-02.gif

    1. Primary CCMCIP Host—Enter the address of the server for the CCMCIP service to use to retrieve the list of associated devices when users sign in to a device or phone.

    2. Backup CCMCIP Host—Enter the address of the backup server for the CCMCIP service to use if the primary CCMCIP server fails.

    3. Server Certificate Verification—Specify how the CCMCIP server associated with this profile supports TLS connections. This setting is for TLS verification of the CCMCIP servers listed for this CCMCIP profile.

  5. Click Add Users to Profile.

  6. Use the Find and List Users window to find and select users. Then, click Add Selected to add users to the profile.

  7. Click Save.

Note: This is documented in Cisco bug ID CSCto93699 (registered customers only) .

Unable to Control Deskphone

Problem

With CUPC 8.0, Deskphone control does not work after you upgrade the CUPC client and change the domain user password. This error message is received:

Getting an error on CUPC "A device initialization error has
occured. Invalid Credentials. [801]

This issue is documented in Cisco bug ID CSCtj86676 (registered customers only) .

Also, the application log shows this error message:

CTI application failed to open provider; application startup failed

Solution 1

In order to resolve this issue, complete these steps:

  1. Exit CUPC.

  2. Go to Windows Task Manager, click the Processes tab, and stop the CUCSF.exe process.

  3. Navigate to the following location (based on your operating system), and delete the .dat file.

    • Windows XP

      C:\Documents and Settings\<user>\Local Settings\Application Data\Cisco\Unified Communications\ Client Services Framework Config\Profile -xp

    • Windows 7

      C:\Users\<user>\AppData\Local\Cisco\Unified Communications\Client Services Framework\Config\Profile -windows 7

  4. Ensure that the TFTP traffic is not blocked by the firewall.

  5. Restart CUPC, Cisco UP Sync Agent, Cisco UP Intercluster Sync Agent services, and enter the new credentials.

Solution 2

Complete these steps if you use Cisco Unified IP Phone series 6900, 8900, or 9900:

  1. Choose User Management > End User in Cisco Unified Communications Manager Administration, and choose the user you want to add.

  2. In the End User Configuration window, click Add to User Group in the Permissions Information group.

  3. Search for Standard CTI in the Find and List User Groups window.

  4. Choose the Standard CTI Enabled user group.

    If the phone of the user is a Cisco Unified IP Phone 6900, 8900, or 9900 series model, choose the Standard CTI Allow Control of Phones supporting Connected Xfer and conf user group also.

  5. Choose Add Selected, and click Save.

Solution 3

This issue can also occur in these situations:

  • When Cisco Unified Communication Manager uses IPv6 to send DNS query for LDAP server.

  • If IPv6 is not configured on the DNS, the server times out.

  • The timeout of 10 second causes CUP/CUPC to fail to control the deskphone.

  • If the password contains special characters, it can result in a failure to control the deskphone. You must remove the special characters from the password in order to resolve the issue.

In order to resolve the issue, verify that the right DNS information is configured on the server. In this case, you need to configure DNS to respond to IPv6.

Note: This issue is documented in Cisco bug ID CSCtb01996 (registered customers only) .

Solution 4

If you are unable to control the deskphone and you receive the User connected on an invalid port error message, make sure that the user is not associated to the Standard CTI Secure Connection group. If the user is associated to the Standard CTI Secure Connection group, remove this permission in order to resolve the issue.

Solution 5

Add an extra line: TLS_REQCERT never under /etc/openldap/ldap.conf on the CUCM server, which acts as the primary CTI GW server.

Related Information

Updated: Feb 24, 2012
Document ID: 113300