Troubleshoot Alert "Sorry Calling Phone Numbers Is Not Possible"

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Updated:October 9, 2023
Document ID:220993

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    Introduction

    This document describes method to verify and fix alert "Sorry Calling Phone Numbers Is Not Possible"

    Prerequisites

    Able to access Webex Control Hub to share logs with TAC, for review.

    Problem

    Webex unable to make call even though log in to CUCM looked successful.  After dialing any number, you get "Sorry calling phone numbers is not possible".

    Solution

    The issue with “Found a UC Hybrid device type for this user in UDS. Preventing registration” is due to Spark Remote Device previously configured on CUCM side. 

    Client logs shows the error:

    EccManager::checkForHybridDeviceType:Found a UC Hybrid device type for this user in UDS. Preventing registration

    The Spark Remote Profile Device needs to be removed from CUCM

    Reference documents:

    https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cloudCollaboration/wbxt/hybridservices/hybridcalldevices/wbxhs_m_deployment-guide-for-webex-devices-hybrid-call/wbxhs_m_deployment-guide-for-webex-devices-hybrid-call_chapter_010.html

    https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/12_5_1/systemConfig/cucm_b_system-configuration-guide-1251/cucm_b_system-configuration-guide-1251_chapter_0101010.html#task_C8DE518E792F7FCEAEA992639A3C2A9A

    Revision History

    Revision Publish Date Comments
    1.0
    29-Oct-2023
    Initial Release
    TAC Authored

    Contributed by Cisco Engineers

    • Le Pham
      TAC UCIS APPS

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