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

Thu Dec 1 10:04:10 EST 2011

Hi Jason,
I have two CUCM 7.1, the users have Cisco 7911 phones and Windows PCs with
Outlook and Clickt to Call 8. No Personal Communicator or Presence Server.
All Clients have the Microsoft Windows Firewall activated, but no changes
before Click To Call stopped working.
I just restarted the Web Dialer Service, and - lo and behold - that did the
trick.
As to Desktop Control vs. Common Service Framework: I dont know =( I've
been into this CUCM business just for a year haven't stumbld across those
two, but gonna google it.

Anyway, thank you very much for giving me a noth in the right direction!
Cheers
Phil

2011/12/1 Jason Aarons (AM) <jason.aarons at dimensiondata.com>

>  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?
>  ------------------------------
> *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
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <https://puck.nether.net/pipermail/cisco-voip/attachments/20111201/1e3a7440/attachment.html>