Troubleshooting Cisco Jabber for iPhone


Tue, 04/30/2013 - 06:00
May 28th, 2012


This document describes the different possible causes and their possible solutions of the setup issues, device issues, search issues and voicemail issues of Cisco Jabber for iPhone. Cisco Jabber for iPhone provides users with VoIP calling, visual voicemail, and access to the corporate directory from an IOS device. Cisco Jabber is distinct from the Cisco Mobile application that runs in conjunction with a Cisco Unified Mobility Advantage server.

Features of Cisco Jabber for iPhone allow you to:

  • Place and receive VoIP calls from a corporate phone number through Unified CM using your mobile device while Cisco Jabber is running and connected to the network.
  • Receive calls at the standard mobile phone number when Cisco Jabber is not running or not connected to the corporate network
  • Have multiple VoIP calls (call waiting, add new call, swap between active calls)
  • Use many of the standard in-call features that Unified CM provides, including hold, transfer, and conference
  • Connect automatically to the VPN if the corporate Wi-Fi network is not directly available
  • Transfer an active Cisco Jabber VoIP call from your device to your desk phone and vice versa
  • Transfer an active Cisco Jabber VoIP call to your mobile network
  • Dial numbers by raising the iPhone to the ear and speaking the name of the person to call
  • Search the corporate directory
  • Access voicemail through a visual list
  • Run the application in the background, and automatically register to Unified CM when available, and remain ready to receive calls to the work phone number.
  • Transfer services from the Unified CM to another Unified CM or a router with Cisco Unified Survivable Remote Site Telephony (SRST).
  • Open an IM session with Cisco Jabber contacts
  • Use a Bluetooth headset on supported iPhone devices

Video: Registering Cisco Jabber for iPhone with CUCM



Setup Issues

1. Unable to create Cisco Jabber device in Unified CM

The user’s device type is not available as an option.

Make sure that you have uploaded the device COP file and restarted Unified CM.

2. Cisco Jabber registration fails or times out

The following list describes different possible causes for and solutions to registration failure or timeout conditions:

Have the user check the troubleshooting tips in the FAQs for users at

  • Verify that the phone can reach Unified CM: Try using the browser on the phone to connect to the Unified CM Administration portal.
  • If registration is rejected with error 503, go to the Cisco Dual Mode for iPhone device page in Unified CM and select Reset, and then try again.
  • Make sure your DNS server can resolve the hostname of the Unified CM server that is used as the TFTP server address.

  • Enter the IP address instead of the hostname of the Unified CM server into the TFTP Server Address setting in Cisco Jabber.
  • Registration failure with the error message "Verification Timed Out" indicates that you did not reboot all Unified CM servers in the cluster after you installed the device COP file. Make sure you reboot all Unified CM servers after you install the device COP file.

  • Make sure you have enough licenses to accommodate your deployment.
  • If you are attempting to connect over VPN:       
    • Verify that the phone can reach internal resources independently of Cisco Jabber: Try accessing an intranet web page or other resource behind the firewall.
    • If your Cisco Jabber deployment includes Directory Services, try accessing the directory from within Cisco Jabber.
    • If the phone is unable to connect over VPN, contact the provider of your VPN technology for assistance.
  • If you enabled SIP digest authentication, make sure you entered the credentials correctly.

3. Directory server handshake error

When the client attempts to connect to the directory server, the connection fails with an SSL Handshake error. Do the below steps in order to resolve this problem:-

  • Change the Enable LDAP SSL setting on the device page in Unified CM and re-launch the application.
  • If you have allowed end-user configuration editing on the client, delete the directory account in Cisco Jabber and set it up again.

4. Device icon is missing

The device icon in the Unified CM Administration pages does not appear.

Try the following:

  • Restart the Tomcat service as described in Install Cisco Options Package file for devices.
  • Reload the device page in your browser.
  • Clear the browser cache if necessary.

Device Issues

1. Cannot complete calls

Numbers that should be dialable cannot be connected. Users hear a network busy tone or error message.

Try the following:-

  • If you made changes to the Application Dial Rules, make sure you ran the COP file to make the changes available to Cisco Jabber, and that you restarted the TFTP service.

  • If you modified the dial rules and specified an alternate location for the dial rules in the Product Specific Configuration Layout section on the device page, make sure that you updated the custom file before you restarted the TFTP service.

  • Make sure that you set the Call Forward Unregistered settings on the device page.

2. Unable to receive calls in Cisco Jabber

An incoming call arrives briefly in Cisco Jabber while it is running, but then the call is terminated and diverted to the native mobile phone number using Mobile Connect instead.

In Unified CM, set the SIP Dual Mode Alert Timer as described below:-


Step 1 Sign in to Unified CM Administration.

Step 2 Select System > Service Parameters.

Step 3 Select the server.

Step 4 Select the Cisco CallManager (Active) service.

Step 5 Scroll to the Cluster wide Parameters (System - Mobility) section.

Step 6 Increase the SIP Dual Mode Alert Time to 3000 milliseconds.

Step 7 Select Save.

Note:- If after you increase the SIP Dual Mode Alert Timer, incoming calls still arrive in Cisco Jabber, and are terminated and diverted using Mobile Connect, you can increase the SIP Dual Mode Alert Timer to 4000 or 5000 milliseconds. The 3000 millisecond value is the lowest recommended value.

3. Battery drains faster during Cisco jabber calls

The device battery seems to drain more quickly during Cisco Jabber calls than during standard mobile calls.

VoIP calls may use slightly more battery power than standard mobile calls. For actions the user can take, see the FAQs for users at

Search Issues

Directory search and caller identification are not available.

If you do not enter an IP address for a directory server in the device page in Unified CM, Cisco Jabber does not include Directory Services. Enter this information, save and reset the device, and then re-launch Cisco Jabber.

If you have allowed end-user configuration editing, delete the Directory account in Cisco Jabber, and then add it again.

2. Incorrect or missing caller identification

Some callers are not identified correctly.

Consider the following:

  • When you add users or change user information in Microsoft Active Directory, correct identification of callers in recents or Voicemail in Cisco Jabber may take up to 24 hours. This delay minimizes synchronization activity that could affect performance.
  • If a number does not match a contact using Directory Lookup Rules, Cisco Jabber displays the phone number as passed by Unified CM, unmodified by any Directory Lookup Rules.
  • If you have made changes to the Directory Lookup Rules, make sure you have run the designated COP file to make those changes available to Cisco Jabber, and then restarted the TFTP service.

    3. Delayed caller identification

    Users experience delays in identifying callers, dialed numbers, and voice messages, when caller contact information comes from the corporate directory.

    Verify that LDAP port settings are correct in the Product Specific Configuration Layout section of the Device page in Unified CM.

    4. Searches are slow

    Search results are returning slowly

    Verify that LDAP port settings are correct in the Product Specific Configuration Layout section of the Device page in Unified CM.

    5. Missing search results

    Directory search does not find known employees.

    If you have made changes to the Directory Lookup Rules, make sure you have run the designated COP file to make those changes available to Cisco Jabber, then restarted the TFTP service.

    Voicemail issues

    User repeatedly receives "Incorrect username or password" error when attempting to access voicemail.

    Check the voicemail server to determine the user account is locked as a result of too many incorrect attempts to sign in.

    'Use Mobile Network' Failure

    The issue arises when call comes in to Jabber,answered on Jabber device and Jabber user press Mobility softkey "Transferring to mobile network" to transfer the call to cell phone number Mobile identity(the same iPhone device where Jabber is installed). Now, CUCM tries to transfer the call, but then call is back to Jabber and never gets transferred to mobile network.Mobile network transfer works if transferring the call from desk phone instead of Jabber client.

    The workaround of this problem is to Use default user locale in TCT device. Go to Device > Phone and find your TCT device ,check User locale configuration, set it to default English US (not UK),reset the device so that the local can take effect.

    Poor Audio Quality

    What is  causing the poor audio quality, sudden silence, or  dropped calls?

    Check the following:

    • Weak wireless signal—Check the bars on your iOS device to  verify that  you have a strong Wi-Fi connection. If your signal is weak,  consider  moving the call to the mobile network. While on a call, tap  Show Actions > Use Mobile Network.
    • mobile data network  connectivity—If you are using Cisco Jabber over the mobile data network,  your  connectivity and call quality can vary considerably. If the  issues  persist, disable mobile data network connectivity. Tap Settings  > Internet Calling > Connect  Over Mobile Data Network, and turn  it off.
    • Bluetooth and Wi-Fi interference—Even on  the best-designed Wi-Fi  network, you can experience interference from  other devices (including  your Bluetooth headset), which can cause  dropped calls or poor audio  quality on Cisco Jabber. Turn off the   Bluetooth headset to see if that resolves the issue.
    • Handoff between Wi-Fi access points—As you move around your  workplace,  your Wi-Fi connection might be transferred between different  Wi-Fi  access points. If you are in a call during one of these  transitions, you  might hear a few seconds of garbled audio or silence.  This problem  resolves itself after the handoff is completed.
    • Lost connection to the Cisco Unified Communications Server—You  might be  experiencing network problems or the servers might be down  temporarily.  Contact your system administrator if this issue persists.

    Port and Protocol List

    The following table lists ports and protocols used in Cisco Jabber 8.6.2. The duration for each entry is “Ephemeral.”



    Network Protocol



    Unified CM Registration

    TCPTCP5060SIP port for Unified CM Registration

    Internet Calling


    Desk phone Integration



    This range is specified by the Unified CM in the device configuration file. These are the default values and can actually by any valid port.

    DirectoryLDAPTCP389LDAP with optional TLS

    Active Directory Global Catalog over LDAP


    Active Directory Global Catalog over LDAPS

    Unity Connection Voicemail


    Unity Connection Voicemail


    Extension Mobility


    Jabber − LDAP integration does not work, and receive error message "Credentials required or incorrect search base"


    There are two possibilities that can cause this error to occur:-

    • The LDAP Search base is wrong or the LDAP password configured on the device is wrong.
    • The LDAP username entered may not be in the User Principal Name (UPN) format.

    Complete these steps in order to resolve this issue:

    Check the search base, reenter the LDAP password in the configuration window, and reset the device once in CUCM.

    1.      LDAP Username − An AD user account in UPN format. For example,


    2.      LDAP Password − The password.

    3.     LDAP Server − FQDN of a DC running the Global Catalog service, followed by ":port". For example,

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