In CUCM, browse to the CSF device (or desk phone) which is being controlled in Jabber
Open its properties and click into the line numbers properties
Ensure the user is correctly associated with the line (scroll to bottom of page)
Ensure SIP trunk from CUCM to CUP exists
Under CUCM – Device – Trunk, ensure a SIP trunk to CUP server exists
If not, add one
Possible DNS issue…?
In CUP, hostnames are used in the ‘incoming ACL’ and ‘Outgoing ACL’ sections to add security exceptions for ports used for CUCM communication (including off hook presence). Eg. Browse to:
System->Security-> Incoming ACL
System->Security-> Outgoing ACL
And in each you will see a DNS name entry for your CUCM server. If there are issues resolving these DNS names on your network, the security exceptions will be ignored, so you need to ensure that if you ping the name of your CUCM server from CUP, it is resolved to the correct IP. More importantly, you need to ensure that a reverse lookup can be performed on the IP address and the correct DNS name is returned.
Explanation from CUP server point of view why off hook presence might not be working:
The SIP Proxy on CUP will perform a reverse lookup of the source IP address of the CUCM publish to get it’s DNS hostname
It then uses this to find a matching entry in the ACL list.
If it does not find a matching entry then the request will not be accepted.