[cisco-voip] Call failed via Click To Call and WebDialer Service

Thu Dec 1 09:19:06 EST 2011

Are we talking CUPS 8 and CUPC 8x right with Click to Dial 8?  Any McAfee or other Personal firewalls? Are you using Desktop Control Mode or Common Services Framework for devices vs UPC ?  Tried restarting CTI Manager on Pub then subs?
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From: cisco-voip-bounces at puck.nether.net [cisco-voip-bounces at puck.nether.net] On Behalf Of Phil Bieber [philbieber at gmail.com]
Sent: Thursday, December 01, 2011 7:30 AM
To: cisco-voip at puck.nether.net
Subject: [cisco-voip] Call failed via Click To Call and WebDialer Service

Hi List,
I have a problem with two users in my 650 Device CUCM 7.1.5 Cluster.
Those users cannot make calls via Click To Call 8 or the CCMUSER webinterface to the web dialer service (Corporate Directory, etc).
When trying to make a call via CTC, it says (Translated from German): "Call failed, please contact your administrator", on the CCMUSER site it says "Call from <DirectoryNumber> to <CalledNumber> failed. Failed to open Device / Line."
I have not changed anything about these users (at least nothing that I can remember around the time of this problem) and all my other users can use both services just fine.
The device Association should be fine (correct Owner User ID and association in the End User Management).

I have tried using the CTI Trac in CUCM Servicability, but don't know what to do with that..
Here is the relevant part of the log (Call from user m.beckmann, DN 1145 to DN 1291) :

<------ Begin log file ------->

2011-12-01 12:12:30,395 DEBUG [http-8443-8] database.CMDatabase - Userid being passed to the query is m.beckmann
2011-12-01 12:12:30,397 INFO  [http-8443-8] webdialer.DirAccess - UserInfo:[UserInfo:  UserID: m.beckmann Password:  Locale: 3 Authentication proxy rights: falseDevice Profiles: ]
2011-12-01 12:12:30,398 INFO  [http-8443-8] webdialer.DirAccess - Device Profile:NONE
2011-12-01 12:12:30,398 DEBUG [http-8443-8] webdialer.WDData - Used hashtable for:SEP0026994505D5:modelNo:307:phoneProtocol:0
2011-12-01 12:12:30,399 DEBUG [http-8443-8] webdialer.WDData - Phone type : Cisco 7911
2011-12-01 12:12:30,399 DEBUG [http-8443-8] webdialer.WebdialerServlet - showProfile():device no:0 supported:true
2011-12-01 12:12:30,404 DEBUG [http-8443-8] webdialer.CTIProvider - com.cisco.ccm.webdialer.CTIProvider at 1c95553.getLinesOnDevice() - opened device:SEP0026994505D5
2011-12-01 12:12:30,404 DEBUG [http-8443-8] webdialer.CTIProvider - Got line: 1145
2011-12-01 12:12:30,405 DEBUG [http-8443-8] database.CMDatabase - Userid being passed to the query is m.beckmann
2011-12-01 12:12:30,408 INFO  [http-8443-8] database.CMDatabase - CMDatabase::getLanguageLocaleCode(): ID=3
2011-12-01 12:12:30,409 DEBUG [http-8443-8] webdialer.DirAccess - DirAccess::getUserLocale(): ID=3 languageCode=de_DE
2011-12-01 12:12:30,409 DEBUG [http-8443-8] webdialer.WebdialerServlet - WebdialerServlet::sendToPage():uri/jsp/MakeCall.jsp HASHTABLE:{IS_EM=false, PROFILE=com.cisco.ccm.webdialer.UserProfile at ff50d2f5, REASON=, from=, DEVICE_INFO=[com.cisco.ccm.webdialer.WDDeviceInfo at cae1b1ce]}
2011-12-01 12:12:30,410 DEBUG [http-8443-8] webdialer.WebdialerServlet - reqURI:/webdialer/Webdialer
2011-12-01 12:12:30,410 DEBUG [http-8443-8] webdialer.WebdialerServlet - reqURL:https://hf-cm-01.dresselhaus.local/webdialer/Webdialer
2011-12-01 12:12:30,410 DEBUG [http-8443-8] webdialer.WebdialerServlet - filteredKey:IS_EM
2011-12-01 12:12:30,410 DEBUG [http-8443-8] webdialer.WebdialerServlet - filteredValue before replacing the control characters with their escaped equivalents: false
2011-12-01 12:12:30,410 DEBUG [http-8443-8] webdialer.WebdialerServlet - filteredValue after replacing the control characters with their escaped equivalents :false
2011-12-01 12:12:30,410 DEBUG [http-8443-8] webdialer.WebdialerServlet - filteredKey:PROFILE
2011-12-01 12:12:30,411 DEBUG [http-8443-8] webdialer.WebdialerServlet - filteredValue before replacing the control characters with their escaped equivalents: com.cisco.ccm.webdialer.UserProfile at ff50d2f5
2011-12-01 12:12:30,411 DEBUG [http-8443-8] webdialer.WebdialerServlet - filteredKey:REASON
2011-12-01 12:12:30,411 DEBUG [http-8443-8] webdialer.WebdialerServlet - filteredValue before replacing the control characters with their escaped equivalents:
2011-12-01 12:12:30,411 DEBUG [http-8443-8] webdialer.WebdialerServlet - filteredValue after replacing the control characters with their escaped equivalents :
2011-12-01 12:12:30,411 DEBUG [http-8443-8] webdialer.WebdialerServlet - filteredKey:from
2011-12-01 12:12:30,411 DEBUG [http-8443-8] webdialer.WebdialerServlet - filteredValue before replacing the control characters with their escaped equivalents:
2011-12-01 12:12:30,412 DEBUG [http-8443-8] webdialer.WebdialerServlet - filteredValue after replacing the control characters with their escaped equivalents :
2011-12-01 12:12:30,412 DEBUG [http-8443-8] webdialer.WebdialerServlet - filteredKey:DEVICE_INFO
2011-12-01 12:12:30,412 DEBUG [http-8443-8] webdialer.WebdialerServlet - filteredValue before replacing the control characters with their escaped equivalents: [com.cisco.ccm.webdialer.WDDeviceInfo at cae1b1ce]
2011-12-01 12:12:30,412 DEBUG [http-8443-8] webdialer.WebdialerServlet - Request:org.apache.catalina.connector.RequestFacade at 42194a  RESPONSE:org.apache.catalina.connector.ResponseFacade at 18a6413DISPATCHER:org.apache.catalina.core.ApplicationDispatcher at b04c65
2011-12-01 12:12:30,429 DEBUG [http-8443-8] webdialer.WDData - Used hashtable for:SEP0026994505D5:modelNo:307:phoneProtocol:0
2011-12-01 12:12:30,430 DEBUG [http-8443-8] webdialer.WDData - Phone type : Cisco 7911
2011-12-01 12:12:30,430 INFO  [http-8443-8] webdialer.WebdialerServlet - Total number of WD sessions handled:208060::Active sessions:0::Calls completed:89930::Calls failed:2849::Redirector sessions:0::Requests Completed:89930::Requests Failed:2849
2011-12-01 12:12:31,605 INFO  [http-8443-7] webdialer.WebdialerServlet - Request Parameters:
2011-12-01 12:12:31,606 INFO  [http-8443-7] webdialer.WebdialerServlet - loc (0): de_DE
2011-12-01 12:12:31,606 INFO  [http-8443-7] webdialer.WebdialerServlet - lineNumber (0): 1145 ; p_Herford_Intern
2011-12-01 12:12:31,606 INFO  [http-8443-7] webdialer.WebdialerServlet - permDeviceSelect (0): SEP0026994505D5 ; Cisco 7911
2011-12-01 12:12:31,606 INFO  [http-8443-7] webdialer.WebdialerServlet - destination (0): 1291
2011-12-01 12:12:31,606 INFO  [http-8443-7] webdialer.WebdialerServlet - red (0): null
2011-12-01 12:12:31,607 INFO  [http-8443-7] webdialer.WebdialerServlet - uid (0): m.beckmann
2011-12-01 12:12:31,607 INFO  [http-8443-7] webdialer.WebdialerServlet - dispLang (0): Deutsch (Deutschland)
2011-12-01 12:12:31,607 INFO  [http-8443-7] webdialer.WebdialerServlet - deviceMode (0): permanent
2011-12-01 12:12:31,607 INFO  [http-8443-7] webdialer.WebdialerServlet - from (0): doMakeCall
2011-12-01 12:12:31,608 INFO  [http-8443-7] webdialer.WebdialerServlet - sub (0): true
2011-12-01 12:12:31,608 INFO  [http-8443-7] webdialer.WebdialerServlet - lang (0): de_DE
2011-12-01 12:12:31,608 INFO  [http-8443-7] webdialer.WebdialerServlet - cmd (0): doMakeCall
2011-12-01 12:12:31,608 DEBUG [http-8443-7] webdialer.WebdialerServlet - Entering doProcessHTTPRequest()
2011-12-01 12:12:31,614 DEBUG [http-8443-7] webdialer.WebdialerServlet - Encoded Device is:SEP0026994505D5
2011-12-01 12:12:31,615 DEBUG [http-8443-7] webdialer.WebdialerServlet - WebdialerServlet::doMakeCall():device name=SEP0026994505D5
2011-12-01 12:12:31,615 DEBUG [http-8443-7] database.CMDatabase - Userid being passed to the query is m.beckmann
2011-12-01 12:12:31,620 INFO  [http-8443-7] webdialer.DirAccess - UserInfo:[UserInfo:  UserID: m.beckmann Password:  Locale: 3 Authentication proxy rights: falseDevice Profiles: ]
2011-12-01 12:12:31,621 INFO  [http-8443-7] webdialer.DirAccess - Device Profile:NONE
2011-12-01 12:12:31,621 DEBUG [http-8443-7] webdialer.WDData - Used hashtable for:SEP0026994505D5:modelNo:307:phoneProtocol:0
2011-12-01 12:12:31,622 DEBUG [http-8443-7] webdialer.WDData - Phone type : Cisco 7911
2011-12-01 12:12:31,622 DEBUG [http-8443-7] webdialer.WebdialerServlet - showProfile():device no:0 supported:true
2011-12-01 12:12:31,622 INFO  [http-8443-7] webdialer.WebdialerServlet - COntrol'd Device Return[0]:SEP0026994505D5
2011-12-01 12:12:31,623 ERROR [http-8443-7] webdialer.CTIProvider - CTIProvider:makeCall() failed for SEP0026994505D5 on line 1145 ; p_Herford_Intern:EndCall in progress on device

<------ End log file ------->

Unfortunately, I cannot make anything out of this... I attached the two logs I got...

Any insight would be greatly appreciated. If any more information is needed, or if this log is just not any good, just tell me and I will try to get you the info you need.

Cheers
Phil

itevomcid
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