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Initial Presence state in Microsoft Lync |
On a call using the soft phone, status changes to: |
On a call using the desk phone, status changes to: |
End a call using soft phone, status changes to: |
End a call using desk phone, status changes to: |
Mouse move desk phone or return from idle |
Available
|
On the Phone/Custom
|
On the Phone
|
Available
|
Available
|
X |
Inactive / Idle
|
On the Phone/Custom
|
On the Phone/Custom
|
Available
|
Inactive / Idle
|
Available
|
Away / Idle
|
On the Phone/Custom
|
Away/Idle
|
Available
|
Away / Idle
|
Available
|
Be right back /Manual
|
Be right back/Manual
|
Be right back/Manual
|
Be right back/Manual
|
Be right back/Manual
|
X |
Off work /Manual
|
Off work/Manual
|
Off work / Manual
|
Off work / Manual
|
Off work / Manual
|
X |
Appear Away / Manual
|
Appear Away / Manual
|
Appear Away / Manual
|
Appear Away / Manual
|
Appear Away / Manual
|
X |
Busy / Manual
|
On the Phone / Custom
|
On the Phone / Custom
|
Available
|
Available
|
X |
Busy Idle (5 min) - Busy
|
On the Phone / Custom
|
Busy Idle (5 min) - Busy
|
Available
|
Busy Idle(5 min) - Busy
|
Available
|
Busy Idle (10 min) - Away
|
On the Phone / Custom
|
Busy Idle (10 min) - Away
|
Available
|
Busy Idle (10 min) - Away
|
Available
|
On the Phone / Manual
|
On the Phone / Manual
|
On the Phone / Manual
|
Available
|
Available
|
X |
Do not Disturb / Manual
|
Do not Disturb / Manual
|
Do not Disturb / Manual
|
Do not Disturb / Manual
|
Do not Disturb / Manual
|
X |
This table describes the expected behavior in Microsoft Lync when Cisco UC Integration for Microsoft Lync is used for calls.
Note | The different behavior when using a soft phone and desk phone for the inactive state is because when the user responds on a soft phone when their machine is inactive, it will immediately become active. |
Problem Description: When on an active call, Busy presence is showing instead of On the Phone.
Resolution: Cisco UC Integration for Microsoft Lync provides an On the Phone custom presence xml file, for information on configuring the registry keys see the Custom Presence Status in the Cisco UC Integration for Microsoft Lync 10.6 Administration Guide.
Problem Description: When on an active call, Cisco UC Integration for Microsoft Lync doesn't change status.
Resolution: Cisco UC Integration for Microsoft Lync changes status in certain scenarios, see the Presence Behavior section for further information.
Problem Description: When a meeting is started and the meeting is shown in the meetings tab, the presence doesn't change.
Problem Description: Using a desk phone to make a call and presence doesn't change
Resolution: When you are using a desk phone your computer can be in Idle state. See the Presence Behavior section for more information on states and presences.
Problem Description: When on a call and in a meeting what is the expected presence.
Resolution: In Cisco UC Integration for Microsoft Lync the presence statuses In a Meeting, On the Phone and Busy have the same priority, this is treated the same in Microsoft Lync. The last presence set is the last presence shown.
Problem Description: Manually changing presence to Away doesn't change to On the Phone when on a call, but manually changing presence to Busy and on a call will change the status to On the Phone.
Resolution: In Cisco UC Integration for Microsoft Lync the presence status Away has priority over the presence statuses In a Meeting, On the Phone, and Busy.
Problem description: The TFTP and CCMCIP server values specified in the configuration file are not used by the application.
Resolution: The TFTP and CCMCIP servers can be configured using the configuration file or through registry key settings. Ensure that the misconfigured values are not specified in a registry setting. Registry key values for the TFTP and CCMCIP servers take precedence over the configuration file on a key by key basis. Registry key values for TFTP and CCMCIP servers are only supported.
Problem description: Cisco UC Integration for Microsoft Lync does not download the configuration file from the TFTP server. The configuration file is not available in the installation directory after you start Cisco UC Integration for Microsoft Lync.
Problem description: You host a global or group configuration file on your TFTP server. Cisco UC Integration for Microsoft Lync downloads the configuration file and saves it in the appropriate installation directory. However, Cisco UC Integration for Microsoft Lync does not apply any settings you specify in the configuration file.
Open your configuration file in Microsoft Internet Explorer to determine if any characters or entities are not valid. If Internet Explorer displays the entire XML structure, your configuration file does not contain invalid characters or entities. If Internet Explorer displays only part of the XML structure, your configuration file most likely contains invalid characters or entities.
<?xml version="1.0" encoding="utf-8"?> <config version="1.0"> <Client> <parameter_name>value</parameter_name> </Client> <Directory> <parameter_name>value</parameter_name> </Directory> <Policies> <parameter_name>value</parameter_name> </Policies> </config>
Problem description: Cisco UC Integration for Microsoft Lync is not using the current configuration settings. You change settings in a configuration file and host it on your TFTP server. However, Cisco UC Integration for Microsoft Lync uses the settings from the previous version of the configuration file.
Problem description: Microsoft Outlook contacts are not displayed in search results.
Resolution: Review the following requirements to ensure that users can search for and communicate with Microsoft Outlook contacts:
To search for local contacts in Microsoft Outlook using Cisco UC Integration for Microsoft Lync, users must have profiles set in Microsoft Outlook.
To add local contacts in Microsoft Outlook to contact lists in Cisco UC Integration for Microsoft Lync, user profiles must have email or instant message addresses.
To communicate with local contacts in Microsoft Outlook using Cisco UC Integration for Microsoft Lync, user profiles must contain the relevant details. For example, to send instant messages to contacts in Microsoft Outlook, the user profiles must have email or instant message addresses. Likewise, to call contacts in Microsoft Outlook, the user profiles must contain phone numbers.
Problem description: You specify directory settings in a Cisco UC Integration for Microsoft Lyncconfiguration file. However, you are not sure whether Cisco UC Integration for Microsoft Lync is successfully connected to the directory.
If Cisco UC Integration for Microsoft Lync is not successfully connected to the directory, review the configuration settings. By default, the client uses Enhanced Directory Integration and connects to a Global Catalog server.
Cisco UC Integration for Microsoft Lync uses Microsoft Active Directory Service Interfaces (ADSI) for directory integration. Refer to the ADSI error codes to help troubleshoot directory integration issues.
ADSI Error Codes at http://msdn.microsoft.com/en-us/library/windows/desktop/aa772195(v=vs.85).aspx
Generic ADSI Error Codes at http://msdn.microsoft.com/en-us/library/windows/desktop/aa705940(v=vs.85).aspx
Error Codes for ADSI 2.5 at http://support.microsoft.com/kb/242076
Note | The section contains information on troubleshooting audio, video, and device issues related to Cisco UC Integration for Microsoft Lync. Refer to the Microsoft Lync documentation for troubleshooting issues related to Microsoft Lync. |
Devices configured in Microsoft Lync must be independently configured in Cisco UC Integration for Microsoft Lync.
Problem description: You provision audio and video devices, but cannot connect to the devices.
Resolution: Ensure you set up a CTI gateway and create a CCMCIP profile on Cisco Unified Communications Manager as appropriate.
Problem description: The start of voicemail prompts is truncated.
The start of the audio that prompts users to leave voicemail messages can be truncated in some instances. The result of the truncation is that users do not hear the first second or two of the voicemail prompt.
Resolution
To resolve this issue, set a value for the Delay After Answer field in the Cisco Unity Connection advanced telephony integration settings. See the Cisco Unity Connection documentation at http://www.cisco.com/en/US/docs/voice_ip_comm/connection/8x/gui_reference/guide/8xcucgrg120.html#wp1056978
Problem description: Cisco UC Integration for Microsoft Lync users cannot retrieve phone account details when they log in to an extension mobility profile. As a result, error messages display in the Phone services section of the Phone accounts tab on the Options dialog box.
The affected users have multiple devices configured on Cisco Unified Communications Manager.
<time_stamp> DEBUG [0x00001d80] [src\config\CCMCIPClient.cpp(230)] [csf.ecc] [curlDebugCallback] - <html> <body> org.apache.jasper.JasperException: java.lang.reflect.InvocationTargetException<br> <!-- org.apache.jasper.JasperException: java.lang.reflect.InvocationTargetException at org.apache.jasper.runtime.JspRuntimeLibrary.handleSetPropertyExpression(JspRuntimeLibrary.java:622) at org.apache.jsp.ControlledDevices_jsp._jspx_meth_c_005fforEach_005f0(ControlledDevices_jsp.java:834) at org.apache.jsp.ControlledDevices_jsp._jspService(ControlledDevices_jsp.java:180) at org.apache.jasper.runtime.HttpJspBase.service(HttpJspBase.java:70) at javax.servlet.http.HttpServlet.service(HttpServlet.java:722)
Disassociate the affected users from all extension mobility profiles.
Contact your Cisco support representative and request an Engineering Special (ES) to resolve this issue on Cisco Unified Communications Manager.
Problem description: A Cisco UC Integration for Microsoft Lync user dials a number directly from the desk phone, or other device. The availability status does not change to indicate the user is on a call.
Ensure the user is associated with the line number.
Open Cisco Unified Communications Manager and browse to the Phone Configuration window for the device.
Locate the Association Information section and select the line associated with the device. The Directory Number Configuration window opens.
Locate the Users Associated with Line section.
Verify that the user is associate with the line.
Ensure the SIP trunk exists from Cisco Unified Communications Manager to Cisco Unified Presence.
Problem description: Audio and video calls drop intermittently when the network profile changes.
A known bug exists with Microsoft Windows 7 and Microsoft Windows Server 2008 R2 that causes the network profile to change unexpectedly. This change in the network profile closes network ports that Cisco UC Integration for Microsoft Lync requires for calls. As a result, if you are on a call when the network profile changes, that call automatically terminates.
Resolution: Apply the fix available from the Microsoft support site at: http://support.microsoft.com/kb/2524478/en-us