Installation Guide for Cisco Unified Communications Integration for Microsoft Office Communicator Release 7.1
Troubleshooting Cisco Unified Communications Integration for Microsoft Office Communicator
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Troubleshooting Cisco Unified Communications Integration for Microsoft Office Communicator

Table Of Contents

Troubleshooting Cisco Unified Communications Integration for Microsoft Office Communicator

Moving a Device to Another Cluster

Viewing Logs

How to Resolve General Problems with the Integration

Users See "Application Deployment Canceled" Error Message

Users Cannot See the Cisco UC Integration for Microsoft Office Communicator Conversation Pane

Users Cannot See the Cisco UC Integration for Microsoft Office Communicator Menu Items

Cisco Unified IP Phone 7931G Users Cannot Control Desk Phone from Cisco UC Integration for Microsoft Office Communicator

Audio Devices Are Selected Incorrectly

Conversation Pane Takes a Long Time to Connect

Incorrect Caller Name Displayed for Shared Lines

Users with More Than One Directory Number Not Added to Conference Call

How to Resolve Synchronization Problems

Users See "Cannot Synchronize..." Error Message

Users See "Cannot Synchronize... Communicator 2007" Error Message

How to Resolve Availability Status Problems

"Inactive" and "Away" Availability Statuses and Custom Availability Statuses

"On the Phone" Availability Status Not Available in Some Locales

Availability Status Incorrect for Previously-Called Contacts

How to Resolve Click to Call Problems

Users Cannot See "Call" or "Call with Edit" in Microsoft Excel 2003 or Word 2003

Users Cannot See "Call" or "Call with Edit" in Microsoft Word 2003 or Word 2007

Users Cannot See "Call" or "Call with Edit" in Microsoft Excel, Outlook, PowerPoint, or Word

Users Cannot See "Additional Actions" Menu in Microsoft Outlook Contacts

How to Resolve Instant Message Window Problems

Instant Message Window Closes When You Try to Call a Contact Who Has No Number in LDAP

Instant Message Window Displayed When Users Select the Place a Call Menu Item


Troubleshooting Cisco Unified Communications Integration for Microsoft Office Communicator


Revised: January 29, 2010

Moving a Device to Another Cluster

Viewing Logs

How to Resolve General Problems with the Integration

How to Resolve Synchronization Problems

How to Resolve Availability Status Problems

How to Resolve Click to Call Problems

How to Resolve Instant Message Window Problems

Moving a Device to Another Cluster

If you configure security in your Cisco Unified Communications system, you use Certificate Trust List (CTL) files. The CTL file contains certificates for all of the servers in your Cisco Unified Communications system with which CSF might need to communicate securely.

When a device connects to a server in your Cisco Unified Communications system, the server is verified against this list. CSF does not allow secure connections to servers that are not explicitly listed in the CTL.

If a device is moved from one cluster to another, you must update the CTL file for the device list of servers in the new cluster.


Step 1 Delete the contents of the appropriate folder from the following table:

Operating System
Folder

Windows XP

<drive>:\Documents and Settings\<username>\Application Data\Cisco\Unified Communications\Client Services Framework\Security\sec

Windows Vista

<drive>:\Users\<username>\AppData\Roaming\Cisco\Unified Communications\Client Services Framework\Security\sec


Step 2 Delete the contents of the appropriate folder from the following table:

Operating System
Folder

Windows XP

<drive>:\Documents and Settings\<username>\Application Data\Cisco\Unified Communications\Client Services Framework\Config

Windows Vista

<drive>:\Users\<username>\AppData\Roaming\Cisco\Unified Communications\Client Services Framework\Config


Step 3 Update the device settings for the user to point to the new cluster. For example, update the references to the Cisco Unified Communications Manager IP Phone (CCMCIP) server, Trivial File Transfer Protocol (TFTP) server, and Computer Telephony Integration (CTI) servers.


Viewing Logs

To obtain logs for Cisco UC Integration for Microsoft Office Communicator from a user, ask the user to create a problem report and send the report to you. Users can also change the logging level for Cisco UC Integration for Microsoft Office Communicator. For information about how to create a problem report, or how to change the logging level, see the online help or the User Guide for Cisco Unified Communications Integration for Microsoft Office Communicator.

Alternatively, you can view the log files in the following locations:

Operating System
Log File Location

Windows XP

<drive>:\Documents and Settings\<username>\Local Settings\Application Data\Cisco\Unified Communications\Cucimoc\Logs

Windows Vista

<drive>:\Users\<username>\AppData\Local\Cisco\Unified Communications\Cucimoc\Logs


How to Resolve General Problems with the Integration

Users See "Application Deployment Canceled" Error Message

Users Cannot See the Cisco UC Integration for Microsoft Office Communicator Conversation Pane

Users Cannot See the Cisco UC Integration for Microsoft Office Communicator Menu Items

Cisco Unified IP Phone 7931G Users Cannot Control Desk Phone from Cisco UC Integration for Microsoft Office Communicator

Audio Devices Are Selected Incorrectly

Conversation Pane Takes a Long Time to Connect

Incorrect Caller Name Displayed for Shared Lines

Users with More Than One Directory Number Not Added to Conference Call

Users See "Application Deployment Canceled" Error Message

Problem   Users see the following error message in a pane at the bottom of the Microsoft Office Communicator window, when they try to start Cisco UC Integration for Microsoft Office Communicator for the first time:

"Application Deployment Canceled. The application deployment was canceled."

The Cisco UC Integration for Microsoft Office Communicator conversation pane is implemented as an XBAP (XAML browser application). XBAPs are hosted in browsers or in user interface controls in browsers. Cisco UC Integration for Microsoft Office Communicator uses a browser control in Microsoft Office Communicator to display the conversation pane.

When the .NET runtime environment loads an XBAP application for the first time, it displays a progress dialog with a Cancel button in the browser or browser control. While the XBAP is loading, this Cancel button has focus. If a user accidentally presses the space, Esc, Return, or Enter keys, the Cancel button is selected, and deployment of the XBAP is canceled.

If this occurs, the Application Deployment Canceled message is displayed, with a Retry button.

Solution   Ask the user to select the Retry button, and to wait until the Connecting to conversation pane message is displayed before pressing the space, Esc, Return, or Enter keys again.

Users Cannot See the Cisco UC Integration for Microsoft Office Communicator Conversation Pane

Problem   The user cannot see the conversation pane, even though the processes Cisco.Uc.Clients.Moc.UCClient.exe and cucsf.exe are running.

The user might have grabbed the horizontal line at the top of the conversation pane, then dragged the horizontal line below the conversation pane.

Solution   Restart Microsoft Office Communicator to restore the conversation pane.

Users Cannot See the Cisco UC Integration for Microsoft Office Communicator Menu Items

Problem   When users select in the Microsoft Office Communicator title bar, then select Tools, the following menu items are missing:

Help on Conversation Pane

Select Device for Conversation Pane

Create Problem Report

Connection Statistics

Server Status

About Conversation Pane

Sign Out of Conversation Pane

Start Conversation Pane

Stop Conversation Pane

This problem occurs if the computer has no network connection.

Solution   Close Microsoft Office Communicator, connect to a network, then restart Microsoft Office Communicator.

Cisco Unified IP Phone 7931G Users Cannot Control Desk Phone from Cisco UC Integration for Microsoft Office Communicator

Problem   Users who have a Cisco Unified IP Phone 7931G cannot use their desk phone from Cisco UC Integration for Microsoft Office Communicator.

Solution   Set the value of the Outbound Call Rollover to field to No Rollover in Cisco Unified Communications Manager, as follows:


Step 1 Select Device > Phone in Cisco Unified Communications Manager Administration.

Step 2 Search for the Cisco Unified IP Phone 7931G phone of the user in the Find and List Phones window.

Step 3 Select the Cisco Unified IP Phone 7931G phone.

Step 4 Select No Rollover from the Outbound Call Rollover list box in the Protocol Specific Information section.

Step 5 Select Save.


Audio Devices Are Selected Incorrectly

Problem   Users might experience audio device selection issues. For example, audio might be played on the computer speakers, but the headset microphone is the active microphone, rather than the microphone on the computer.

Solution   Cisco UC Integration for Microsoft Office Communicator does not support the Default option in the Microsoft Office Communicator Set Up Audio and Video feature. Ensure that users select the Custom option when they configure the audio devices for Cisco UC Integration for Microsoft Office Communicator. To do this, the user must select in the Microsoft Office Communicator title bar, then select Tools > Setup Audio and Video. For more information, see User Guide for Cisco Unified Communications Integration for Microsoft Office Communicator.

Conversation Pane Takes a Long Time to Connect

Problem   When a user starts Microsoft Office Communicator, the "Connecting to conversation pane" message is displayed, but the application does not connect to the conversation pane within five minutes.

Solution   Host Intrusion Protection Software (HIPS) software might unexpectedly terminate the cucimoc.exe process. Start the Task Manager, then check if the cucimoc.exe process is running. If the process is not running, check if there is HIPS software running on your computer. Disabling HIPS software might help to resolve this problem.

The exact cause of the process termination is not clear. Please report such incidents to Cisco support to help to determine the root cause of the problem and to help identify a solution.

Incorrect Caller Name Displayed for Shared Lines

Problem   When users are configured in Cisco Unified Communications Manager to share a line, the incorrect caller name might be displayed in notification windows or in the active conversations window.

Solution   This is expected behavior. In Cisco Unified Communications Manager, caller names are sent to the phones when the phones are initially configured. However, Cisco UC Integration for Microsoft Office Communicator must search for the caller name in Active Directory.

If lines are shared, when Cisco UC Integration for Microsoft Office Communicator performs a search based on the phone number, the caller name in the first set of results returned that is the closest match to the Cisco Unified Communications Manager caller name is displayed. When shared lines are not configured, there is usually only one match in Active Directory for the phone number and the caller name associated with this number is displayed.

Users with More Than One Directory Number Not Added to Conference Call

Problem   When a user tries to add a participant to a conference call, the participant is not added to the conference call but remains in a normal phone call with the user who tried to add them to the conference.

Solution   This issue typically occurs when participants in a conference call have shared lines configured. The issue occurs in the following circumstances:

A participant in the conference call has more than one directory number configured in Cisco Unified Communications Manager.

One of the directory numbers of that participant is missing from Active Directory.

There is another participant who also has more than one directory number. This participant has the same directory number configured in the Active Directory that the first participant is missing from Active Directory.

Either of these participants might not be added to the conference call, but remain in a one-to-one call with the host of the conference call.

If a user has more than one directory number configured, then the corresponding Active Directory registry value must be set also. To resolve this issue, ensure that all users who have more than one directory number have all of their numbers configured in Active Directory. The field in the Active Directory to which you need to add the numbers is defined in the following registry key value name:

HKEY_CURRENT_USER\Software\Cisco Systems, Inc.\Client Services Framework\AdminData\LDAP_AttributeName_otherPhone

How to Resolve Synchronization Problems

Users See "Cannot Synchronize..." Error Message

Users See "Cannot Synchronize... Communicator 2007" Error Message

Users See "Cannot Synchronize..." Error Message

Problem   Microsoft Office Communicator users see the following error message:

"Cannot synchronize with the corporate address book because the file could not be found."

Solution   Install a security certificate for the default web site in Internet Information Services (IIS). For more information about this issue, see the following URLs:

http://support.microsoft.com/kb/939530

http://support.microsoft.com/kb/299875

Users See "Cannot Synchronize... Communicator 2007" Error Message

Problem   Microsoft Office Communicator users see the following error message:

"You cannot synchronize the corporate address book when you use Communicator 2007 to log on to Communications Server 2007.

Cannot synchronize with the corporate address book. This may be because the proxy server setting in your web browser does not allow access to the address book. If the problem persists, contact your system administrator."

Solution   Set the correct permissions in IIS. For more information about this issue, see the following URL:

http://support.microsoft.com/kb/953113

Solution   Ensure that the password for the RTCComponentService user account has not expired. If the password has expired, reset the password, and check Password Never Expires.

Solution   Ensure that the security certificates are configured properly. For more information on this topic, see the following URL:

http://www.windowsecurity.com/articles/Client-Certificate-Authentication-IIS6.html

Related Topics

Users See "Application Deployment Canceled" Error Message

How to Resolve Availability Status Problems

"Inactive" and "Away" Availability Statuses and Custom Availability Statuses

"On the Phone" Availability Status Not Available in Some Locales

Availability Status Incorrect for Previously-Called Contacts

"Inactive" and "Away" Availability Statuses and Custom Availability Statuses

Problem   Users might observe some unusual availability statuses.

Solution   Microsoft Office Communicator provides the availability information in Cisco UC Integration for Microsoft Office Communicator. In particular circumstances, Cisco UC Integration for Microsoft Office Communicator provides custom phone availability status information which can result in unusual availability statuses.

The following table lists the circumstances that result in these unusual availability statuses:

Initial Availability Status
Event
Availability Status Is Updated To...

Inactive

Call starts

Inactive On the Phone

Away

Call starts

Availability status is not updated.

Inactive On the Phone

All calls end

Inactive, followed by the availability status before the call started. For example, the status might be Inactive Available.

Away, and Cisco UC Integration for Microsoft Office Communicator automatically set the status to On the Phone

All calls end

Inactive, followed by the availability status before the call started. For example, the status might be Inactive Available.


"On the Phone" Availability Status Not Available in Some Locales

Problem   Users cannot see the custom availability status "On the Phone" when they select the presence button in Microsoft Office Communicator. Other users see the availability status of this user as "Busy". This problem occurs on computers that use the following Microsoft locales:

Language
Locale ID

Chinese (Taiwan)

1028

Spanish - Spain (Traditional Sort)

1034


This problem occurs on computers on which Microsoft Office Communicator was installed using a standalone installer for each language. In this case, the locale ID is not stored in the system registry, so Microsoft Office Communicator uses the locale ID of the computer.

Users who share the same OCS server cannot use a mixture of the locale IDs above and the following locale IDs:

Language
Locale ID

Chinese (Default Chinese-Simplified)

2052

Spanish - Modern Sort (Default Spanish)

3082


Solution   You can change the locale IDs of the custom availability status file as follows:


Step 1 Search the uc-client log files on the computer for the following string:

CurrentCulture LCID

The locale ID that the computer is using is in brackets ([]) after the string.

Step 2 Locate the cisco-presence-states-config.xml file in the installation folder, then open the file.

Step 3 If the current locale ID identified in Step 1 is 1028, change the value of the LCID attribute of the <activity> element in cisco-presence-states-config.xml from 2052 to 1028.

If the current locale ID is 1034, change the value of the LCID attribute from 3082 to 1034.

Step 4 Ask the user to sign out of Microsoft Office Communicator, then sign in again.


Related Topics

Viewing Logs

Availability Status Incorrect for Previously-Called Contacts

Problem   If you have previously called a contact, their availability status appears as "Unknown" in the conversation history window and Select Contacts dialog box.

Solution   This problem occurs because the contact has been cached. If your system does not use E.164 number formatting, enable wildcard searches.

For more information about how to enable wildcard searches, see Value Names for CSF Client Integration, page 3-2.

How to Resolve Click to Call Problems

Users Cannot See "Call" or "Call with Edit" in Microsoft Excel 2003 or Word 2003

Users Cannot See "Call" or "Call with Edit" in Microsoft Word 2003 or Word 2007

Users Cannot See "Call" or "Call with Edit" in Microsoft Excel, Outlook, PowerPoint, or Word

Users Cannot See "Additional Actions" Menu in Microsoft Outlook Contacts

Users Cannot See "Call" or "Call with Edit" in Microsoft Excel 2003 or Word 2003

Problem   After you perform a complete installation of Cisco UC Integration for Microsoft Office Communicator, the "Call" and "Call with Edit" menu items for the click-to-call feature do not appear in Microsoft Excel 2003 or Word 2003.

Solution   The DLL file mscoree.dll has been disabled. To enable mscoree.dll, perform the following steps:


Step 1 Select Help > About Microsoft <application> in the application where the problem occurs.

Step 2 Select Disabled Items.

Step 3 Select mscoree.dll.

Step 4 Select Enable.

Step 5 Close the application, then open the application again.


Users Cannot See "Call" or "Call with Edit" in Microsoft Word 2003 or Word 2007

Problem   The "Call" and "Call with Edit" menu items for the click-to-call feature do not appear, or several instances appear in Word 2003 or Word 2007. The menu items appear correctly in Excel 2003 or Excel 2007.

Solution   Replace your normal template file as follows:


Step 1 Close Word.

Step 2 Delete the Word normal template file as indicated in the following table:

Version
Filename
File Location

Word 2003

Normal.dot

<drive>:\Documents and Settings\<username>\Application Data\Microsoft\Templates

Word 2007

Normal.dotm

<drive>:\Documents and Settings\<username>\Application Data\Microsoft\Templates


Step 3 Open Word.

The normal template file is recreated automatically.


Related Topics

Viewing Logs

Users Cannot See "Call" or "Call with Edit" in Microsoft Excel, Outlook, PowerPoint, or Word

Problem   The "Call" and "Call with Edit" menu items for the click-to-call feature do not appear in Microsoft Excel, Outlook, PowerPoint, or Word. This problem can occur in either 2003 or 2007 versions of these applications.

Solution   Set the value of LoadBehavior to 3 in the appropriate registry key as shown in the following table, then restart the application.

Application
Architecture
Registry Key

Excel 2003 or 2007

32-bit

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\Excel\Addins\CiscoClickToCall.Connect

64-bit

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Office\Excel\Addins\CiscoClickToCall.Connect

Outlook 2003 or 2007

32-bit

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\Outlook\Addins\CiscoClickToCallContacts.Connect

64-bit

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Office\Outlook\Addins\CiscoClickToCallContacts.Connect

PowerPoint 2003

32-bit

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\PowerPoint\Addins\CiscoClickToCall.Connect

64-bit

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Office\PowerPoint\Addins\CiscoClickToCall.Connect

Word 2003 or 2007

32-bit

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\Word\Addins\CiscoClickToCall.Connect

64-bit

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Office\Word\Addins\CiscoClickToCall.Connect


Users Cannot See "Additional Actions" Menu in Microsoft Outlook Contacts

Problem   When users right-click on a contact in the Microsoft Outlook Contacts folder, the Additional Actions menu is not displayed.

Solution   Restart Outlook as follows:

Procedure


Step 1 Close Outlook.

Step 2 Start the Task Manager.

Step 3 End the Outlook process.

The name of the Outlook process is OUTLOOK.EXE or OUTLOOK*32.EXE.

Step 4 Restart Outlook.


How to Resolve Instant Message Window Problems

Instant Message Window Closes When You Try to Call a Contact Who Has No Number in LDAP

Instant Message Window Displayed When Users Select the Place a Call Menu Item

Instant Message Window Closes When You Try to Call a Contact Who Has No Number in LDAP

Problem   The instant message window closes automatically when you do the following:

1. Open instant message window with a contact who has no number in LDAP.

2. Do not type any text in the window.

3. Right-click the contact, then select Place a Call.

Solution   This is expected behavior.

Instant Message Window Displayed When Users Select the Place a Call Menu Item

Problem   When users right-click on a contact in the Microsoft Office Communicator Contact List, Instant Message Window, or Search Box, then select Place a Call, an instant message window is displayed briefly.

Solution   This is expected behavior.