Installation Guide for Cisco UC Integration for Microsoft Lync Release 8.5
Troubleshooting Cisco UC Integration for Microsoft Lync
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Troubleshooting Cisco UC Integration for Microsoft Lync

Table Of Contents

Troubleshooting Cisco UC Integration for Microsoft Lync

Setting Logging Levels Before You Create a Problem Report

Click to Call Logging Files

Moving a Device to Another Cluster

How to Resolve General Problems with the Integration

Cisco UC Integration for Microsoft Lync Fails to Start

Cisco UC Integration for Microsoft Lync Is Slow To Start

Users Cannot See the Cisco UC Integration for Microsoft Lync Menu Items

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

Audio Devices Are Selected Incorrectly

Cisco UC Pane Takes a Long Time to Connect

Cisco UC Pane Stops Responding If Windows Security Fails

Incorrect Caller Name Displayed for Shared Lines

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

CAST Connection from Cisco Unified IP Phone Times Out

Users Lose Control of the Active Call on the Desk Phone

Users Cannot See the Participant List for the Conference Call

Participant List for the Conference Call is Incorrect

Numbers Published by Users in Microsoft Lync Not Recognized

Cisco UC Integration for Microsoft Lync Menu Items Available but Not Functional

Call Ends Unexpectedly

Users Can Only Control One Line on Phones Configured for Multiple Lines

Cannot See All Calls in Progress on Cisco Unified IP Phone 9900, 8900, and 6900 Model Series

Conversation History Events Marked as Unread

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

Availability Status Incorrect After a Call Ends

Availability Status Is Reset from "Do Not Disturb" to "Available"

Availability Status Does Not Return to Initial Status After Call Ends

How to Resolve Click to Call Problems

Users Cannot See "Call" or "Call with Edit" in Microsoft Word 2003, Word 2007, or Word 2010

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

Microsoft Persona Menu Is Not Displayed In Microsoft Applications

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

Meeting URL Displayed in the Instant Message Window Does Not Work

How to Resolve Voicemail Problems

Deleted Voice Messages Might Appear as Not Deleted

How to Resolve Video Problems

Users Cannot Use Video Features on Their Computers When They Use Their Desk Phone

Users Cannot See Video in Ad-Hoc Conference Calls

How to Resolve Camera Problems

Camera Troubleshooting Tips

Some Cameras Zoom In Suddenly During a Call

How to Resolve LDAP Problems

How Do I Determine Which LDAP Server the Microsoft Lync Server Is Using?

"Host/Network reports server unavailable"

"The server has rejected the provided credentials"

How to Resolve SSO Problems

User Not Signed In Automatically

User Not Configured Correctly


Troubleshooting Cisco UC Integration for Microsoft Lync


Revised: April 15, 2011

Setting Logging Levels Before You Create a Problem Report

Moving a Device to Another Cluster

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

How to Resolve Voicemail Problems

How to Resolve Video Problems

How to Resolve Camera Problems

How to Resolve LDAP Problems

How to Resolve SSO Problems

Setting Logging Levels Before You Create a Problem Report

By default, when you start Cisco UC Integration for Microsoft Lync and Client Services Framework, the logging level is set to Default.

If you want to report a problem with Cisco UC Integration for Microsoft Lync, you must set the logging level in Cisco UC Integration for Microsoft Lync to Verbose before you create the problem report. To set the logging level, select in the Cisco UC pane, select General, then select Verbose as the logging level.

To obtain logs for Cisco UC Integration for Microsoft Lync from a user, ask the user to create a problem report and send the report to you. For information about how to create a problem report, see the FAQ help or the user documentation for Cisco UC Integration for Microsoft Lync at the following URL:

http://www.cisco.com/en/US/products/ps11390/products_user_guide_list.html

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
Windows 7

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


Click to Call Logging Files

The log files for the click-to-call feature are created with a log4j utility. You configure the logging for the click-to-call feature in configuration files at the following location:

<drive>:\Program Files\Cisco Systems\Cisco UC Integration TM for Microsoft Lync\Click to Call\log-config

There is a separate configuration file for each application. For example, the configuration file for Microsoft Word is WINWORD.exe.config.

The log files for the click-to-call feature are in the following location:

%APPDATA%\Cisco\Unified Communications\Click To Call\Log\

There is a separate log file for each application. For example, the click to call log file for Microsoft Word is WINWORD.exe.log.

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 Client Services Framework 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. Client Services Framework 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.

Procedure


Step 1 Delete the contents of the appropriate folder as described in 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
Windows 7

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


Step 2 Delete the contents of the appropriate folder as described in the following table:

Operating System
Folder

Windows XP

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

Windows Vista
Windows 7

<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.


How to Resolve General Problems with the Integration

Cisco UC Integration for Microsoft Lync Fails to Start

Cisco UC Integration for Microsoft Lync Is Slow To Start

Users Cannot See the Cisco UC Integration for Microsoft Lync Menu Items

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

Audio Devices Are Selected Incorrectly

Cisco UC Pane Takes a Long Time to Connect

Cisco UC Pane Stops Responding If Windows Security Fails

Incorrect Caller Name Displayed for Shared Lines

CAST Connection from Cisco Unified IP Phone Times Out

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

Users Lose Control of the Active Call on the Desk Phone

Users Cannot See the Participant List for the Conference Call

Participant List for the Conference Call is Incorrect

Numbers Published by Users in Microsoft Lync Not Recognized

Cisco UC Integration for Microsoft Lync Menu Items Available but Not Functional

Call Ends Unexpectedly

Users Can Only Control One Line on Phones Configured for Multiple Lines

Cannot See All Calls in Progress on Cisco Unified IP Phone 9900, 8900, and 6900 Model Series

Conversation History Events Marked as Unread

Cisco UC Integration for Microsoft Lync Fails to Start

Problem   The Cisco UC Integration for Microsoft Lync fails to start, displaying a general exception error.

There can be a number of possible causes for this problem, as described in the following table:

Possible Cause
Description

1

This can occur if the sPositiveSign registry key is corrupt. To check if this is the problem, search the client log files for the presence of one or more of the following error messages:

Getting positive key - the user does not have the permissions required to read from the registry keyRequested registry access is not allowed.

Cannot convert string '0.5,0' in attribute 'StartPoint' to object of type 'System.Windows.Point'.

System.FormatException: Input string was not in a correct format.

2

This can occur if you customize the Regional Options for the English (United States) language to change the Decimal symbol or the List separator default settings. To check if this is the problem, search the client log files for the presence of multiple instances of the following error message:

Cannot convert string '0,0' in attribute 'StartPoint' to object of type 'System.Windows.Point'


The location of the client log files is:

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

Windows Vista and Windows 7 - <drive>:\Users\<username>\AppData\Local\Cisco\Unified Communications\Cucimoc\Logs

Solution   To resolve this issue, do the following:


Step 1 Open the Control Panel.

Step 2 Select Regional and Language Options.

Step 3 Select the Regional Options tab.

Step 4 In the Standards and formats section, select a different language from the drop-down list. For example, select English (Australia).

Step 5 Select Apply.

Step 6 In the Standards and formats section, select English (United States) from the drop-down list.

Step 7 Select Apply again, then select OK.

You may need to reboot your computer for the change to take effect.


Cisco UC Integration for Microsoft Lync Is Slow To Start

Problem   When users start the Cisco UC Integration for Microsoft Lync, more than a minute might pass before the Cisco UC user interface is displayed. This occurs when the user cannot create an SSL connection to Verisign, the Digital Signature Certificate Authority for Cisco. This problem typically occurs if the user is in an organization that uses web proxies, content filtering, or strict web access controls.

By default, .NET Framework applications validate the certificate of the publisher before the user interface is displayed. The application creates an SSL connection to Verisign. If the application cannot connect to Verisign, the standard HTTP timeout of 60 seconds occurs. After this timeout, the application starts and validation of the certificate is deferred.

Solution   Open the Internet Options item in your Control Panel. Select the Advanced tab, and uncheck Check for publisher's certificate revocation in the Security section.

Users Cannot See the Cisco UC Integration for Microsoft Lync Menu Items

Problem   The following menu items are missing from the Tools menu in Microsoft Lync or Microsoft Office Communicator:

FAQ on Cisco UC

Select Phone for Cisco UC

Create Problem Report

Server Status and Notifications

About Cisco UC

Sign Out of Cisco UC

Start Cisco UC

Stop Cisco UC

This problem occurs if the computer has no network connection.

Solution   Close Microsoft Lync, connect to a network, then restart Microsoft Lync.

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

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

Solution   Set the value of the Outbound Call Rollover 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 when they use Cisco UC Integration for Microsoft Lync with Microsoft Lync. 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 Lync has two audio output devices. One is for telephony features, and the other is for notifications sounds. Ensure that you select the correct audio output devices in Cisco UC Integration for Microsoft Lync. For information about how to select your audio devices, see the FAQ help or the user documentation for Cisco UC Integration for Microsoft Lync at the following URL:

http://www.cisco.com/en/US/products/ps11390/products_user_guide_list.html

Cisco UC Pane Takes a Long Time to Connect

Problem   When a user starts Microsoft Lync or Microsoft Office Communicator, the "Connecting..." message is displayed, but the application does not connect to the Cisco UC 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. For information about HIPS software updates that might resolve this issue, please contact your HIPS vendor.

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.

Cisco UC Pane Stops Responding If Windows Security Fails

Problem   Cisco UC Integration for Microsoft Lync uses Windows security to secure communication between the Cisco UC pane in Microsoft Lync and Cisco UC Integration for Microsoft Lync itself. If Windows security fails, the Cisco UC pane displays the following error: ???

"Could not start the Cisco UC pane. A windows authentication error occurred, please contact your administrator"

Solution   This failure is typically due to the inability of the client computer to connect to a domain controller. This can be caused by the following issues:

Name resolution failure: The DNS server of the client computer is not available, or is not configured correctly, and the client computer cannot find a domain controller.

Network connectivity failure: The client computer cannot connect to a domain controller because of a network failure or a firewall. For example, the client computer is not connected to the corporate network and the user has not established a VPN connection. In this scenario, depending on your environment, Microsoft Lync might be able to connect but Cisco UC Integration for Microsoft Lync cannot connect.

If the cause of failure is resolved, you must reload the Cisco UC pane to trigger it to attempt to connect to Cisco UC Integration for Microsoft Lync again.

To reload the Cisco UC pane, sign out of Microsoft Lync, then sign in again. Alternatively, restart Microsoft Lync.

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 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 Lync must search for the caller name in Active Directory.

If lines are shared, when Cisco UC Integration for Microsoft Lync 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

CAST Connection from Cisco Unified IP Phone Times Out

Problem   When attempting to start a CAST connection from a Cisco Unified IP Phone, the connection times out.

Solution   To resolve this issue, check to ensure that:

The Cisco Unified IP Phone is configured as an SCCP phone in Cisco Unified Communications Manager. Alternatively, if the Cisco Unified IP Phone is from the 9900 model series or the 8900 model series, check that it is configured as a SIP phone in Cisco Unified Communications Manager.

The Cisco Unified IP Phone is enabled for video capabilities in Cisco Unified Communications Manager.

The video icon is displayed in the lower right corner of the LCD screen on the Cisco Unified IP Phone.

The client computer that is running Cisco UC Integration for Microsoft Lync is tethered to the Cisco Unified IP Phone.

Cisco Unified Video Advantage is not running. Cisco Unified Video Advantage should not be running, see Removing Cisco Unified Video Advantage, page 5-1 for more information.

For more information about how to perform the checks outlined above, see Configuring Failover to Cisco Unified Survivable Remote Site Telephony, page 2-19.

Users Lose Control of the Active Call on the Desk Phone

Problem   A user can no longer control the active call on the desk phone.

Solution   If a user docks, undocks, hibernates, resumes, or suspends the computer while a call is in progress on the desk phone, the call remains active, but the user cannot control the call from the computer. This is expected behavior.

Users Cannot See the Participant List for the Conference Call

Problem   If users have a conference call that involves users in different clusters, some users might not be able to see the participant list for the conference call. Instead, the conference call resembles a call between two users.

Solution   This is expected behavior.

Participant List for the Conference Call is Incorrect

Problem   If you use Cisco Unified Communications Manager 6.1(3), in conference calls the names of the participants are incorrect in the participant list.

Solution   This is expected behavior.

Numbers Published by Users in Microsoft Lync Not Recognized

Problem   If users use Microsoft Lync to publish numbers to other Microsoft Lync users, Cisco UC Integration for Microsoft Lync does not recognize numbers published in this way.

Solution   This is expected behavior.

Cisco UC Integration for Microsoft Lync Menu Items Available but Not Functional

Problem   If the Cisco UC pane is stopped, the Cisco UC Integration for Microsoft Lync menu items on the Tools menu in Microsoft Lync or Microsoft Office Communicator are available but are not functional.

Solution   This is expected behavior.

Call Ends Unexpectedly

Problem   If a user receives a call from Cisco Unified MeetingPlace, then puts the call on hold, and resumes the call several times in quick succession, the call might end.

Solution   This is expected behavior in all releases of Cisco Unified MeetingPlace earlier than 8.0.

Users Can Only Control One Line on Phones Configured for Multiple Lines

Problem   Cisco UC Integration for Microsoft Lync can only control one call session button on a phone that is configured for multiple lines.

Solution   Cisco UC Integration for Microsoft Lync can control the first line in the list of lines returned by the Cisco Unified Communications Manager CTI service. You cannot change which line is controlled when the lines are partitioned. You can change which line is controlled by Cisco UC Integration for Microsoft Lync if the lines are not partitioned, that is, they have different directory numbers.

Cannot See All Calls in Progress on Cisco Unified IP Phone 9900, 8900, and 6900 Model Series

Problem   Cisco UC Integration for Microsoft Lync monitors only one call session button on the desk phone that is associated with it. The Cisco Unified IP Phone 9900, 8900, and 6900 model series allow simultaneous calls on multiple call session buttons. Any call operations that happen on buttons other than the one that Cisco UC Integration for Microsoft Lync monitors are not reflected in the Cisco UC Integration for Microsoft Lync user interface.

If you place or answer a call on a call session button that is not the one that Cisco UC Integration for Microsoft Lync monitors, the call does appear in the Cisco UC pane.

Solution   You cannot use Cisco UC Integration for Microsoft Lync to control calls on the buttons that Cisco UC Integration for Microsoft Lync does not monitor.

The impact of JAL and DTAL operations on a call that Cisco UC Integration for Microsoft Lync controls depends on whether the operation moves a call to a monitored call session button.

If a JAL operation moves a call to a monitored call session button, the call transitions to a conference call. If a JAL operation moves a call to an unmonitored button, the call disappears from the Cisco UC Integration for Microsoft Lync user interface. Cisco UC Integration for Microsoft Lync cannot control the call.

Similarly, a DTAL operation moves a call to a monitored call session button, Cisco UC Integration for Microsoft Lync can control the call, but if the call moves to an unmonitored button, Cisco UC Integration for Microsoft Lync cannot control the call.

Conversation History Events Marked as Unread

Problem   When a user upgrades from Cisco UC Integration for Microsoft Lync Release 7.x to Release 8.0, all events in their conversation history are marked as unread.

Solution   This is expected behavior. To fix this, select all of the events in your conversation history and mark them as read.

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 Lync or 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 website 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

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

Availability Status Incorrect After a Call Ends

Availability Status Is Reset from "Do Not Disturb" to "Available"

Availability Status Does Not Return to Initial Status After Call Ends

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

Problem   Users might observe some unusual availability statuses.

Solution   This is expected behavior. Microsoft Lync or Microsoft Office Communicator provides the availability information in Cisco UC Integration for Microsoft Lync. In particular circumstances, Cisco UC Integration for Microsoft Lync 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 Lync 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 Lync. 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 Lync or 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 Lync or Microsoft Office Communicator uses the locale ID of the computer.

Users who share the same Microsoft Lync Server or 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 Lync or Microsoft Office Communicator, then sign in again.


Related Topics

How to Resolve General Problems with the Integration

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 Configuring Registry Settings for the Client Services Framework Client Integration, page 4-2.

Availability Status Incorrect After a Call Ends

Problem   After a a user ends a call, the availability status displayed for the user is inaccurate. For example, the availability status might be "Busy" after the user ends the call.

Solution   If users select in Microsoft Lync or Microsoft Office Communicator to update the availability status from the Outlook calendar information, the availability status can be inaccurate. Users need to reset the availability status after they end a call.

Availability Status Is Reset from "Do Not Disturb" to "Available"

Problem   If Cisco Unified Presence is deployed in your Cisco Unified Communications system, your phone application might reset the availability status of your phone from Do Not Disturb to Available.

Solution   This can occur on the following events:

You are using your computer for phone calls, and use the Cisco UC pane to switch to use your desk phone for phone calls.

You are using your desk phone for phone calls, and use the Cisco UC pane to switch to use your computer for phone calls.

You exit Cisco UC Integration for Microsoft Lync, that is, you sign out of the Cisco UC pane.

For example, if you set your availability status to Do Not Disturb, sign out of Microsoft Lync or Microsoft Office Communicator, then sign in again, the availability status of your phone is reset automatically to Available.

Availability Status Does Not Return to Initial Status After Call Ends

Problem   The availability status does not always return to the initial availability status after a call ends.

Solution   Microsoft Lync or Microsoft Office Communicator provides the availability information in Cisco UC Integration for Microsoft Lync. Cisco UC Integration for Microsoft Lync updates the availability status of users after calls start and end as shown in the following table:

Initial Status
Status After Call Starts
Status When All Calls End

Busy

On the Phone

Available

In a Meeting

On the Phone

In a Meeting, if the meeting is still in progress. Otherwise, the status is Available.


How to Resolve Click to Call Problems

Users Cannot See "Call" or "Call with Edit" in Microsoft Word 2003, Word 2007, or Word 2010

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

Microsoft Persona Menu Is Not Displayed In Microsoft Applications

Users Cannot See "Call" or "Call with Edit" in Microsoft Word 2003, Word 2007, or Word 2010

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, Word 2007, or Word 2010. The menu items appear correctly in Excel 2003, Excel 2007, or Excel 2010.

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

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

Windows Vista and Windows 7- <drive>:\Users\<username>\AppData\Roaming\Microsoft\Templates

Word 2007

Normal.dotm

Word 2010

Normal.dotm


Step 3 Open Word.

The normal template file is recreated automatically.


Related Topics

How to Resolve General Problems with the Integration

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, 2007, or 2010 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
Windows Architecture
Registry Key

Excel 2010, 2007, or 2003

32-bit

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\Excel\Addins\Cisco.ClickToCall.Excel

64-bit

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Office\Excel\Addins\Cisco.ClickToCall.Excel

Outlook 2010, 2007, or 2003

32-bit

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\Outlook\Addins\Cisco.ClickToCall.Outlook

64-bit

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Office\Outlook\Addins\Cisco.ClickToCall.Outlook

PowerPoint 2010, 2007, or 2003

32-bit

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\PowerPoint\Addins\Cisco.ClickToCall.PowerPoint

64-bit

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Office\PowerPoint\Addins\Cisco.ClickToCall.PowerPoint

Word 2010, 2007, or 2003

32-bit

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\Word\Addins\Cisco.ClickToCall.Word

64-bit

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Office\Word\Addins\Cisco.ClickToCall.Word


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.


Microsoft Persona Menu Is Not Displayed In Microsoft Applications

Problem   The Persona menu is not displayed in Microsoft Outlook and SharePoint applications and therefore the Additional Actions menu is not displayed.

Solution   To resolve this issue for Microsoft Office 2003 and 2007 installations, set the value of the following registry key on the user profile to 1:

Microsoft Office 2003 Installations: Software\Policies\Microsoft\Office\11.0\Outlook\IM\Enabled

Microsoft Office 2007 Installations: Software\Policies\Microsoft\Office\12.0\Outlook\IM\Enabled

You can use Active Directory Group Policy to configure the registry key on the computers of your users.

If you are using Microsoft Office 2010, when you click on the online status indicator next to a contact in Outlook or SharePoint, a contact card is displayed instead of the Persona menu. The Additional Actions menu is only available from the Persona menu. This is expected behavior.

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

Meeting URL Displayed in the Instant Message Window Does Not Work

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 an 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 or Place a Video 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 Lync or Microsoft Office Communicator contact list, instant message window, or search box, then select Place a Call or Place a Video Call, an instant message window is displayed briefly.

Solution   This is expected behavior.

Meeting URL Displayed in the Instant Message Window Does Not Work

Problem   When users are invited to a meeting, they receive an instant message in Microsoft Lync or Microsoft Office Communicator with a URL to join the meeting. If the meeting URL contains an underscore character (_) at the start of the URL, the URL does not work.

Solution   This is expected behavior if the Microsoft Lync Server or OCS is configured to enable the security setting where all URLs are preceded by an underscore (_) character.

How to Resolve Voicemail Problems

Deleted Voice Messages Might Appear as Not Deleted

Deleted Voice Messages Might Appear as Not Deleted

Problem   If the voicemail system uses Cisco Unity with Microsoft Exchange 2007, when users delete voice messages using Cisco UC Integration for Microsoft Lync, the deleted messages are not moved to the Deleted Items folder in the Exchange mailbox. In this situation, when a user views the Exchange mailbox using a client such as Outlook or Thunderbird, the deleted messages are shown in the Inbox, sometimes with a strikethrough to indicate that the messages are deleted. When a user accesses the voicemail Inbox using the Cisco Unity Telephone User Interface (TUI), the deleted messages appear as saved messages.

Solution   This is expected behavior. Microsoft Exchange 2007 does not support the IMAP UIDPLUS extensions that Cisco Unified Client Services Framework relies on.

How to Resolve Video Problems

Users Cannot Use Video Features on Their Computers When They Use Their Desk Phone

Users Cannot See Video in Ad-Hoc Conference Calls

For more information about video problems, see the release notes for the product at the following URL:

http://www.cisco.com/en/US/products/ps11390/prod_release_notes_list.html

Users Cannot Use Video Features on Their Computers When They Use Their Desk Phone

Problem   When users have selected to use their desk phone for phone calls, they might not be able to use video on their calls, even when the phone is configured for video. A warning icon appears in the status bar on the Cisco UC pane. If a user selects Server Status and Notifications from the Tools menu in Microsoft Lync or Microsoft Office Communicator, the following error is displayed in the Server Status tab as the value of the Status field in the Desk Phone (CAST) entry:

"CSF can't detect phone - no phone attached."

Solution   To resolve this problem, check the following, in the order shown below:

1. The camera or built-in camera is functioning correctly. Check that the camera is attached correctly to the computer.

2. The computer is tethered to the desk phone.

3. The desk phone is running SCCP firmware. SIP firmware does not support video when Cisco UC Integration for Microsoft Lync is set to use the desk phone for phone calls. However, Cisco Unified IP Phones from the 9900 model series or the 8900 model series, do support video when Cisco UC Integration for Microsoft Lync is set to use the desk phone for phone calls.

4. In Cisco Unified Communications Manager Administration, ensure that the Video Capabilities option is set to Enabled for the desk phone.

5. Symantec Endpoint Protection might be blocking the addresses used by Cisco Discovery Protocol (CDP). To resolve this problem, create a rule in Symantec Network Threat Protection (NTP) to allow the following MAC addresses:

01-00-0c-cc-cc-cc

01-00-0c-cc-cc-cd

For more information about how to create this rule, see the following URL:

http://service1.symantec.com/SUPPORT/ent-security.nsf/docid/2008062616331948

Users Cannot See Video in Ad-Hoc Conference Calls

Problem   Users cannot see video in an ad-hoc conference call.

Solution   This could be as a result of the Minimum Video Capable Participants To Allocate Video Conference setting in Cisco Unified Communications Manager.

Related Topics

(Optional) Specifying a Minimum Number of Video-Capable Participants for Ad-Hoc Conferences, page 2-16

How to Resolve Camera Problems

Camera Troubleshooting Tips

Some Cameras Zoom In Suddenly During a Call

For more information about video problems, see the release notes for the product at the following URL:

http://www.cisco.com/en/US/products/ps11390/prod_release_notes_list.html

Camera Troubleshooting Tips

The following are some general tips to avoid camera issues:

Ensure that you installed the correct driver for the camera that you use.

To configure the camera that you want to use with Cisco UC Integration for Microsoft Lync, do one of the following:

Microsoft Lync: Select in the Cisco UC pane. Select Video, then use the controls in the Video Devices group to set up your camera.

Microsoft Office Communicator: Select in the title bar, then select Tools > Set Up Audio and Video. The tool allows you to preview the video output from the camera. You can use the Webcam Settings to change the video properties, such as, brightness and contrast.

Some Cameras Zoom In Suddenly During a Call

Problem   During a call, the camera sometimes zooms in suddenly. This problem may occur on cameras that support the autofocus feature, as the camera tries to regain focus of the image.

Solution   Place the call on hold and resume the call to see if the image is restored correctly.

How to Resolve LDAP Problems

How Do I Determine Which LDAP Server the Microsoft Lync Server Is Using?

"Host/Network reports server unavailable"

"The server has rejected the provided credentials"

How Do I Determine Which LDAP Server the Microsoft Lync Server Is Using?

Problem   I do not know which Lightweight Directory Access Protocol (LDAP) server the Microsoft Lync Server is using.

Solution   To resolve this issue, perform the following steps:


Step 1 Log in to the Microsoft Lync Server or OCS 2007 R2 server.

Step 2 Select Start > Administrative Tools > Active Directory Sites and Services.

Step 3 Browse to Sites.

Step 4 Select the site name.

Step 5 Select Servers. The name of the LDAP Server is listed as a node.


"Host/Network reports server unavailable"

Problem   If a user selects Server Status and Notifications from the Tools menu in Microsoft Lync or Microsoft Office Communicator, the Status field of the LDAP section in the Server Status tab displays the following error:

"Host/network reports server unavailable"

Solution   Check the values of the following Client Services Framework registry subkey names:

LDAP_UserLogonDomain

LDAP_SearchBaseDN_1, LDAP_SearchBaseDN_2, LDAP_SearchBaseDN_3, LDAP_SearchBaseDN_4, and LDAP_SearchBaseDN_5

Related Topics

Configuration of LDAP Registry Settings, page 3-14

"The server has rejected the provided credentials"

Problem   If a user selects Server Status and Notifications from the Tools menu in Microsoft Lync or Microsoft Office Communicator, the Status field of the LDAP section in the Server Status tab displays the following error:

"The server has rejected the provided credentials"

Solution   Check the following:

The value of the Client Services Framework registry subkey name LDAP_UserLogonDomain.

The values of the Client Services Framework registry subkey names LDAP_SearchBaseDN_1, LDAP_SearchBaseDN_2, LDAP_SearchBaseDN_3, LDAP_SearchBaseDN_4, and LDAP_SearchBaseDN_5.

The values of the LDAP_AttributeName_* registry subkey names. These values should be set to the corresponding values on the LDAP server.

The credentials entered for the Corporate directory in the Accounts section of the Cisco UC Options dialog box in Cisco UC Integration for Microsoft Lync.

Related Topics

Configuration of LDAP Registry Settings, page 3-14

How to Resolve SSO Problems

User Not Signed In Automatically

User Not Configured Correctly

User Not Signed In Automatically

Problem   The user is not signed in automatically to Cisco UC Integration for Microsoft Lync when they sign in to Windows.

Solution   Ensure that the client computer is a member of a Windows domain. Cisco UC Integration for Microsoft Lync and Cisco Unified Client Services Framework on the client computer must request Kerberos service tickets from the client computer for the OpenAM and LDAP servers. The client computer must request the tickets from the Active Directory server. In Kerberos terms, the Active Directory server is the key distribution center (KDC). To get the service tickets, the client computer must be a member of a Windows domain.

Solution   Check if the Mozilla Firefox or Internet Explorer browsers are correctly configured for SSO on the client computer. For information about how to verify that a browser is correctly configured, see Verifying that Single Sign On Is Configured Correctly, page 6-2. For information about how to configure Mozilla Firefox or Internet Explorer for SSO, see Cisco Unified Communications Manager Features and Services Guide:

http://www.cisco.com/en/US/products/sw/voicesw/ps556/prod_maintenance_guides_list.html

Solution   To eliminate any DNS-related issues when you troubleshoot SSO with Cisco UC Integration for Microsoft Lync, use fully-qualified domain names (FQDNs) in the DeviceProviderServer1 and DeviceProviderServer2 registry subkey names, instead of IP addresses or hostnames. SSO requires FQDNs. If you use IP addresses for these registry setting, Cisco UC Integration for Microsoft Lync and Cisco Unified Client Services Framework attempt to do a reverse DNS lookup on the IP addresses to get the FQDN.

Solution   Check that Cisco Unified Client Services Framework trusts one of the following certificates:

The server certificate for the OpenAM server

The certificate of the certificate authority that issued the OpenAM server certificate

For more information about how to install security certificates on your client computers, see Installing Security Certificates on Client Computers, page 4-15.

User Not Configured Correctly

Problem   If you think a user might not be configured correctly on the Cisco Unified Communications Manager server, you can configure Cisco UC Integration for Microsoft Lync to sign in normally. You can do this even if the Cisco Unified Communications Manager server is configured for SSO. This can be useful when you troubleshoot the configuration of the user the Cisco Unified Communications Manager server.

Solution   To configure Cisco UC Integration for Microsoft Lync to sign in normally, perform the following steps:

1. Set the value of the SSO_Enabled_CUCM registry subkey name to False.

2. Set the value of the DeviceProviderType registry subkey name to CCMCIP.

When you restart Cisco UC Integration for Microsoft Lync, fields are displayed in which the user can enter a username and password.