Jabber - Use my desk phone for calls is grayed out

[Tomas Mazur]

Hello,

Perhaps this has been asked before but cannot seem to find any threads on this particular issue. 

When connecting externally Jabber does not allow to control desk phone:

CTI status:

This works 100% of the time when on internal corporate network.

I have tested with Jabber for Windows 9.7.4 and latest version 11.7.1.

CUCM runs 9.1.2

CUPS runs 9.1.2

CUXN runs 9.1.2

We use Expressway-C and Expressway-E both run on version 8.2.1

Wireshark logs show Jabber makes DNS queries for:

_cuplogin._tcp.expuk.company.com - no record exists externally (OK), exists internally (OK)

_cisco-uds._tcp.expuk.company.com - no record exists externally (OK), exists internally (OK)

_collab-edge._tls.expuk.company.com - record found and points to public FQDN of Expressway-E (OK), no record exists internally (OK)

Any pointers would good as I've exhausted my basic troubleshooting options.

Are there any specific logs on Expressway-C to review?

Thanks

Tom

[Adam Thompson · Accepted solution]

Hi Tom,

When connecting over MRA, deskphone control is an unsupported feature. The CTI-QBE protocol is not traversed by the Expressway pair. 

Source:MRA Deployment Guide [p. 41]

Thanks,
Adam

[Tomas Mazur]

Many thanks Adam!

Should have re-read the deployment guide in the first place. On page 32 it states:

Unsupported Jabber features when using mobile and remote access

• Deskphone control (QBE/CTI)

This is still unsupported feature in Expressway 8.8.3:

■ Jabber SDK, Jabber for Mac, and Jabber for Windows are not capable of deskphone control when they are connected over MRA, because the CTI-QBE protocol is not traversed by the Expressway pair. When these Jabber applications, or other CTI applications, can connect to CUCM CTIManager (on-premises or VPN) then they can deskphone control endpoints and clients that are connected over MRA.

Regards

Tom