Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
Community Member

Softphone can't off-hook

hi,

We tested the softphone(1.2.3) on Call Manager 3.2. the softphone can get the line but it can't off hook. In other words. the softphone will get the line (3001). you can't hear the dial tone. And you press the button (off hook) the status will return to off hook immediately. I open the debug on the softphone.

Would anyone give me some advice ?

best regards

fred.

I got the error message as followings:

*ERROR* Failed to read ResourceDirPath

*ERROR* Failed to get ISelsiusNTWaveCtl interface.

*ERROR* Failed m_WaveList->Init(). hr=0x80040154

*ERROR* Map entry does not exists for sequenceNumber(0x00000000)

and the last message will repeat and repeat.

Append the partical log

07/25/2002 14:55:09.440 CISCOTSP001.TSP|<--CTspTrace::Init()

07/25/2002 14:55:09.490 CISCOTSP001.TSP|-->InitGlobalTSP()

07/25/2002 14:55:09.490 CISCOTSP001.TSP|-->CSelsiusTSP::CSelsiusTSP()

07/25/2002 14:55:09.490 CISCOTSP001.TSP| CSelsiusTSP::CSelsiusTSP() TSP Product Version 3.2(0.19)

07/25/2002 14:55:09.490 CISCOTSP001.TSP| CSelsiusTSP::CSelsiusTSP() trace mask=0x007D0001

07/25/2002 14:55:09.490 CISCOTSP001.TSP| CSelsiusTSP::CSelsiusTSP() m_EnumAutomatedVoiceOnly=0

07/25/2002 14:55:09.490 CISCOTSP001.TSP| CSelsiusTSP::CSelsiusTSP() m_SyncMsgTimeout=15000

07/25/2002 14:55:09.490 CISCOTSP001.TSP| CSelsiusTSP::CSelsiusTSP() m_ProviderOpenTimeout=30000

07/25/2002 14:55:09.490 CISCOTSP001.TSP| CSelsiusTSP::CSelsiusTSP() m_HeartbeatInterval=30

07/25/2002 14:55:09.490 CISCOTSP001.TSP| CSelsiusTSP::CSelsiusTSP() m_ConnectRetryInterval=30000

07/25/2002 14:55:09.490 CISCOTSP001.TSP|-->CSelsiusTSP::CreateCtiInterface()

07/25/2002 14:55:09.490 CISCOTSP001.TSP|-->CCtiInterface::CCtiInterface()

07/25/2002 14:55:09.490 CISCOTSP001.TSP|<--CCtiInterface::CCtiInterface()

07/25/2002 14:55:09.490 CISCOTSP001.TSP|-->CCtiInterface::~CCtiInterface()

07/25/2002 14:55:09.490 CISCOTSP001.TSP|-->CSelsiusTCPLink()

07/25/2002 14:55:09.490 CISCOTSP001.TSP|<--CSelsiusTCPLink()

07/25/2002 14:55:09.490 CISCOTSP001.TSP|<--CCtiInterface::~CCtiInterface()

07/25/2002 14:55:09.490 CISCOTSP001.TSP|<--CSelsiusTSP::CreateCtiInterface()

07/25/2002 14:55:09.490 CISCOTSP001.TSP|-->CSelsiusTSP::StartConnectThread()

07/25/2002 14:55:09.490 CISCOTSP001.TSP|-->CSelsiusTSP::StartEventThread()

07/25/2002 14:55:09.490 CISCOTSP001.TSP| CSelsiusTSP::StartEventThread() Created event thread.

07/25/2002 14:55:09.490 CISCOTSP001.TSP|<--CSelsiusTSP::StartEventThread()

07/25/2002 14:55:09.490 CISCOTSP001.TSP|-->CSelsiusTSP::StartWorkerThread()

07/25/2002 14:55:09.490 CISCOTSP001.TSP| CSelsiusTSP::StartWorkerThread() Created worker thread.

07/25/2002 14:55:09.490 CISCOTSP001.TSP|<--CSelsiusTSP::StartWorkerThread()

07/25/2002 14:55:09.490 CISCOTSP001.TSP|-->SelsiusTSP::SetupConnectionAndInitializeTSP()

07/25/2002 14:55:09.490 CISCOTSP001.TSP| SelsiusTSP::SetupConnectionAndInitializeTSP() TSPConnectState = 0

07/25/2002 14:55:09.490 CISCOTSP001.TSP|-->CSelsiusTSP::ReadCtiMgrLocationFromRegistry()

07/25/2002 14:55:09.490 CISCOTSP001.TSP| CSelsiusTSP::ReadCtiMgrLocationFromRegistry() Primary CTI Manager is IP address [10.36.195.100]

07/25/2002 14:55:09.490 CISCOTSP001.TSP| CSelsiusTSP::ReadCtiMgrLocationFromRegistry() Primary CTI Manager address: 0x64C3240A

07/25/2002 14:55:09.490 CISCOTSP001.TSP| CSelsiusTSP::ReadCtiMgrLocationFromRegistry() Backup CTI Manager is IP address [10.36.195.100]

07/25/2002 14:55:09.490 CISCOTSP001.TSP| CSelsiusTSP::ReadCtiMgrLocationFromRegistry() Backup CTI Manager address: 0x64C3240A

07/25/2002 14:55:09.490 CISCOTSP001.TSP| CSelsiusTSP::ReadCtiMgrLocationFromRegistry() m_SyncMsgTimeout=15000

07/25/2002 14:55:09.490 CISCOTSP001.TSP| CSelsiusTSP::ReadCtiMgrLocationFromRegistry() m_ProviderOpenTimeout=30000

07/25/2002 14:55:09.490 CISCOTSP001.TSP| CSelsiusTSP::ReadCtiMgrLocationFromRegistry() m_HeartbeatInterval=30

07/25/2002 14:55:09.490 CISCOTSP001.TSP| CSelsiusTSP::ReadCtiMgrLocationFromRegistry() m_ConnectRetryInterval=30000

07/25/2002 14:55:09.490 CISCOTSP001.TSP|<--CSelsiusTSP::ReadCtiMgrLocationFromRegistry()

07/25/2002 14:55:09.490 CISCOTSP001.TSP| SelsiusTSP::SetupConnectionAndInitializeTSP() TSPConnectState = 1

07/25/2002 14:55:09.490 CISCOTSP001.TSP|-->CCtiInterface::ConnectLink()

07/25/2002 14:55:09.490 CISCOTSP001.TSP|-->CSelsiusTSPLink::Socket()

07/25/2002 14:55:09.490 CISCOTSP001.TSP|<--CSelsiusTSPLink::Socket()

07/25/2002 14:55:09.490 CISCOTSP001.TSP|-->CSelsiusTSPLink::Connect()

07/25/2002 14:55:09.550 CISCOTSP001.TSP|-->SelsiusTSP::EventThreadEntry()

07/25/2002 14:55:09.550 CISCOTSP001.TSP|-->SelsiusTSP::InitializeComObjects()

07/25/2002 14:55:09.550 CISCOTSP001.TSP| SelsiusTSP::InitializeComObjects() trace mask=0x007D0001

07/25/2002 14:55:09.550 CISCOTSP001.TSP| SelsiusTSP::InitializeComObjects() CoInitializeEx(0, COINIT_MULTITHREADED) OK

07/25/2002 14:55:09.550 CISCOTSP001.TSP| SelsiusTSP::InitializeComObjects() CoInitializeSecurity() OK

07/25/2002 14:55:09.600 CISCOTSP001.TSP| SelsiusTSP::InitializeComObjects() GITInitialize() OK

07/25/2002 14:55:09.600 CISCOTSP001.TSP|-->CSelsiusTSPWaveList::CSelsiusTSPWaveList()

07/25/2002 14:55:09.600 CISCOTSP001.TSP|-->SelsiusTSP::WorkerThreadEntry()

07/25/2002 14:55:09.600 CISCOTSP001.TSP|-->SelsiusTSP::WorkerLoop()

07/25/2002 14:55:09.600 CISCOTSP001.TSP| SelsiusTSP::WorkerLoop() worker thread waiting for signal from main thread that there is a request

07/25/2002 14:55:09.710 CISCOTSP001.TSP|<--CSelsiusTSPWaveList::CSelsiusTSPWaveList()

07/25/2002 14:55:09.710 CISCOTSP001.TSP|-->CSelsiusTSPUIMsgGetInfo::ProcessTSPUIMsgGetInfo()

07/25/2002 14:55:09.710 CISCOTSP001.TSP| CSelsiusTSPUIMsgGetInfo::ProcessTSPUIMsgGetInfo() user name fred

07/25/2002 14:55:09.710 CISCOTSP001.TSP| CSelsiusTSPUIMsgGetInfo::ProcessTSPUIMsgGetInfo() Primary CTI Manager Address Type: 2

07/25/2002 14:55:09.710 CISCOTSP001.TSP| CSelsiusTSPUIMsgGetInfo::ProcessTSPUIMsgGetInfo() Primary CTI Manager Address: 10.36.195.100

07/25/2002 14:55:09.710 CISCOTSP001.TSP| CSelsiusTSPUIMsgGetInfo::ProcessTSPUIMsgGetInfo() Backup CTI Manager Address Type: 2

07/25/2002 14:55:09.710 CISCOTSP001.TSP| CSelsiusTSPUIMsgGetInfo::ProcessTSPUIMsgGetInfo() Backup CTI Manager Address: 10.36.195.100

07/25/2002 14:55:09.710 CISCOTSP001.TSP| CSelsiusTSPUIMsgGetInfo::ProcessTSPUIMsgGetInfo() Synchronous message timeout 15000

07/25/2002 14:55:09.710 CISCOTSP001.TSP| CSelsiusTSPUIMsgGetInfo::ProcessTSPUIMsgGetInfo() ProviderOpen Synchronous message timeout 30000

07/25/2002 14:55:09.710 CISCOTSP001.TSP| CSelsiusTSPUIMsgGetInfo::ProcessTSPUIMsgGetInfo() Heartbeat interval 30

07/25/2002 14:55:09.710 CISCOTSP001.TSP| CSelsiusTSPUIMsgGetInfo::ProcessTSPUIMsgGetInfo() Connect retry interval 30000

07/25/2002 14:55:09.710 CISCOTSP001.TSP| CSelsiusTSPUIMsgGetInfo::ProcessTSPUIMsgGetInfo() TraceOn flag 1

07/25/2002 14:55:09.710 CISCOTSP001.TSP| CSelsiusTSPUIMsgGetInfo::ProcessTSPUIMsgGetInfo() TraceMask =0xC07D0001

07/25/2002 14:55:09.710 CISCOTSP001.TSP| CSelsiusTSPUIMsgGetInfo::ProcessTSPUIMsgGetInfo() TraceMaxLines =0x00002710

07/25/2002 14:55:09.710 CISCOTSP001.TSP| CSelsiusTSPUIMsgGetInfo::ProcessTSPUIMsgGetInfo() TraceNumFiles =10

07/25/2002 14:55:09.710 CISCOTSP001.TSP| CSelsiusTSPUIMsgGetInfo::ProcessTSPUIMsgGetInfo() Call TraceFileName c:\cisco

07/25/2002 14:55:09.710 CISCOTSP001.TSP| CSelsiusTSPUIMsgGetInfo::ProcessTSPUIMsgGetInfo() LangId = 0x00000009

07/25/2002 14:55:09.710 CISCOTSP001.TSP| CSelsiusTSPUIMsgGetInfo::ProcessTSPUIMsgGetInfo() *ERROR* Failed to read ResourceDirPath [0x00000002]

07/25/2002 14:55:09.770 CISCOTSP001.TSP|-->Connect()

07/25/2002 14:55:09.770 CISCOTSP001.TSP| Connect() Connected to Call Manager

07/25/2002 14:55:09.770 CISCOTSP001.TSP|<--Connect()

07/25/2002 14:55:09.770 CISCOTSP001.TSP|<--CSelsiusTSPLink::Connect()

07/25/2002 14:55:09.820 CISCOTSP001.TSP| CCtiInterface::ConnectLink() Connected to CTI Manager

07/25/2002 14:55:09.820 CISCOTSP001.TSP|<--CCtiInterface::ConnectLink()

07/25/2002 14:55:09.820 CISCOTSP001.TSP| SelsiusTSP::SetupConnectionAndInitializeTSP() Connected to Primary CTI Manager.

07/25/2002 14:55:09.820 CISCOTSP001.TSP| SelsiusTSP::SetupConnectionAndInitializeTSP() TSPConnectState = 2

07/25/2002 14:55:09.820 CISCOTSP001.TSP|-->CSelsiusTSP::ReadUserNamePasswordFromRegistry()

07/25/2002 14:55:09.820 CISCOTSP001.TSP| CSelsiusTSP::ReadUserNamePasswordFromRegistry() user name=fred

07/25/2002 14:55:09.820 CISCOTSP001.TSP|<--CSelsiusTSP::ReadUserNamePasswordFromRegistry()

07/25/2002 14:55:09.820 CISCOTSP001.TSP| SelsiusTSP::SetupConnectionAndInitializeTSP() TSPConnectState = 3

07/25/2002 14:55:09.820 CISCOTSP001.TSP|-->SelsiusTSP::ProviderOpen()

07/25/2002 14:55:09.820 CISCOTSP001.TSP|-->CSelsiusTSP::SetApplicationID()

07/25/2002 14:55:09.820 CISCOTSP001.TSP| CSelsiusTSP::SetApplicationID() ApplicationID=CiscoTSP001-10.36.195.230

07/25/2002 14:55:09.820 CISCOTSP001.TSP|<--CSelsiusTSP::SetApplicationID()

07/25/2002 14:55:09.820 CISCOTSP001.TSP|-->CCtiInterface::SendProviderOpenRequest()

07/25/2002 14:55:09.820 CISCOTSP001.TSP|-->CCtiInterface::SendAndProcessProviderOpenRequest()

07/25/2002 14:55:09.820 CISCOTSP001.TSP|-->CCtiInterface::AddToSequenceNumberMap()

07/25/2002 14:55:09.820 CISCOTSP001.TSP| CCtiInterface::AddToSequenceNumberMap() Adding map entry for sequenceNumber(0x00000000) to responseObject(0x00770E60)

07/25/2002 14:55:09.820 CISCOTSP001.TSP|<--CCtiInterface::AddToSequenceNumberMap()

07/25/2002 14:55:09.820 CISCOTSP001.TSP|-->SendMessage()

07/25/2002 14:55:09.820 CISCOTSP001.TSP| SendMessage() sent message number 3, sequence number 0, 159 bytes

07/25/2002 14:55:09.820 CISCOTSP001.TSP|<--SendMessage()

07/25/2002 14:55:09.820 CISCOTSP001.TSP|-->CCtiInterface::WaitForSynchronousResponse()

07/25/2002 14:55:09.820 CISCOTSP001.TSP| CCtiInterface::WaitForSynchronousResponse() Waiting to receive synchronous response or timeout 15000

07/25/2002 14:55:09.880 CISCOTSP001.TSP|<--CSelsiusTSPUIMsgGetInfo::ProcessTSPUIMsgGetInfo()

07/25/2002 14:55:09.880 CISCOTSP001.TSP|-->CSelsiusTSPWaveList::Init()

07/25/2002 14:55:09.880 CISCOTSP001.TSP| CSelsiusTSPWaveList::Init() *ERROR* Failed to get ISelsiusNTWaveCtl interface.

07/25/2002 14:55:09.880 CISCOTSP001.TSP|<--CSelsiusTSPWaveList::Init()

07/25/2002 14:55:09.880 CISCOTSP001.TSP| SelsiusTSP::InitializeComObjects() *ERROR* Failed m_WaveList->Init(). hr=0x80040154

07/25/2002 14:55:09.880 CISCOTSP001.TSP|<--SelsiusTSP::InitializeComObjects()

07/25/2002 14:55:09.880 CISCOTSP001.TSP|-->SelsiusTSP::SignalingLoop()

07/25/2002 14:55:09.880 CISCOTSP001.TSP| SelsiusTSP::SignalingLoop() event thread waiting for signal from main thread that there is a request

07/25/2002 14:55:09.880 CISCOTSP001.TSP|-->CCtiInterface::ReceiveThreadEntry()

07/25/2002 14:55:09.880 CISCOTSP001.TSP|-->CCtiInterface::ReceiveLoop()

07/25/2002 14:55:09.880 CISCOTSP001.TSP| CCtiInterface::ReceiveLoop() receive thread: Waiting for messages

07/25/2002 14:55:09.880 CISCOTSP001.TSP|-->CSelsiusTSPLink::GetMessage()

07/25/2002 14:55:09.880 CISCOTSP001.TSP| CSelsiusTSPLink::GetMessage() Receive thread waiting on select()

07/25/2002 14:55:09.930 CISCOTSP001.TSP| CSelsiusTSPLink::GetMessage() select() returned 1.

07/25/2002 14:55:09.930 CISCOTSP001.TSP| CSelsiusTSPLink::GetMessage() Message number=4, length=21

07/25/2002 14:55:09.930 CISCOTSP001.TSP| CSelsiusTSPLink::GetMessage() Read 53 bytes, message number is 4

07/25/2002 14:55:09.930 CISCOTSP001.TSP|<--CSelsiusTSPLink::GetMessage()

07/25/2002 14:55:09.930 CISCOTSP001.TSP| CCtiInterface::ReceiveLoop() Received message number 4

07/25/2002 14:55:09.930 CISCOTSP001.TSP|-->CCtiInterface::ProcessResponse()

07/25/2002 14:55:09.930 CISCOTSP001.TSP|-->CCtiInterface::FindAndRemoveSequenceNumber()

07/25/2002 14:55:09.930 CISCOTSP001.TSP| CCtiInterface::FindAndRemoveSequenceNumber() Found mapping for sequenceNumber(0x00000000) to responseObject(0x00770E60)

07/25/2002 14:55:09.930 CISCOTSP001.TSP|<--CCtiInterface::FindAndRemoveSequenceNumber()

07/25/2002 14:55:09.930 CISCOTSP001.TSP| CCtiInterface::ProcessResponse() wait till 15000 sec for the processing of ProviderOpenResponse

07/25/2002 14:55:09.930 CISCOTSP001.TSP|<--CCtiInterface::WaitForSynchronousResponse()

07/25/2002 14:55:09.930 CISCOTSP001.TSP| CCtiInterface::SendAndProcessProviderOpenRequest() EnteredCriticalSection m_SequenceNumberMapCriticalSection

07/25/2002 14:55:09.930 CISCOTSP001.TSP|-->CCtiInterface::RemoveFromSequenceNumberMap()

07/25/2002 14:55:09.930 CISCOTSP001.TSP| CCtiInterface::RemoveFromSequenceNumberMap() Removing map entry for sequenceNumber(0x00000000)

07/25/2002 14:55:09.930 CISCOTSP001.TSP| CCtiInterface::ProcessResponse() WaitForSingleObject (m_hProviderOpenResponseProcessingDone) Successful

07/25/2002 14:55:09.930 CISCOTSP001.TSP|<--CCtiInterface::ProcessResponse()

07/25/2002 14:55:09.930 CISCOTSP001.TSP| CCtiInterface::ReceiveLoop() receive thread: Waiting for messages

07/25/2002 14:55:09.930 CISCOTSP001.TSP|-->CSelsiusTSPLink::GetMessage()

07/25/2002 14:55:09.930 CISCOTSP001.TSP| CSelsiusTSPLink::GetMessage() Receive thread waiting on select()

07/25/2002 14:55:09.930 CISCOTSP001.TSP| CCtiInterface::RemoveFromSequenceNumberMap() *ERROR* Map entry does not exists for sequenceNumber(0x00000000)

07/25/2002 14:55:09.930 CISCOTSP001.TSP|<--CCtiInterface::RemoveFromSequenceNumberMap()

07/25/2002 14:55:09.930 CISCOTSP001.TSP|-->CCtiInterface::ProcessProviderOpenResponse()

07/25/2002 14:55:09.930 CISCOTSP001.TSP| CCtiInterface::ProcessProviderOpenResponse() CallManager Version

07/25/2002 14:55:09.930 CISCOTSP001.TSP| CCtiInterface::ProcessProviderOpenResponse() ServerHeartbeat=30, ClientHeartbeat=30

07/25/2002 14:55:09.930 CISCOTSP001.TSP|-->CCtiInterface::StartHeartbeatThread()

07/25/2002 14:55:09.930 CISCOTSP001.TSP| CCtiInterface::StartHeartbeatThread() Created heartbeat thread.

07/25/2002 14:55:09.930 CISCOTSP001.TSP|<--CCtiInterface::StartHeartbeatThread()

07/25/2002 14:55:09.930 CISCOTSP001.TSP| CCtiInterface::ProcessProviderOpenResponse() Result of provider open request is 0

07/25/2002 14:55:09.930 CISCOTSP001.TSP|<--CCtiInterface::ProcessProviderOpenResponse()

07/25/2002 14:55:09.930 CISCOTSP001.TSP|-->CCtiInterface::AddToSequenceNumberMap()

2 REPLIES
Cisco Employee

Re: Softphone can't off-hook

Sounds like you have configured a cti route point and not a cti port. Cti ports are under phones.

Thank you,

-Mckee

Community Member

Re: Softphone can't off-hook

When launched, Cisco IP SoftPhone shows up with the line number but does not go offhook; the user does not hear dial tone. This is a configuration issue,

add a device as CTI port , you probably added a CTI Route Point.

Check the Cisco IP SoftPhone Configuration on the CallManager

To check the Cisco IP SoftPhone configuration on the CallManager, perform the following steps.

Go to the CallManager Administration page (http:///ccmadmin).

Click Device, then click CTI Route Point.

Select Directory Number and search for the DN of the SoftPhone.

Select the CTI route point configured as the DN of the SoftPhone and delete it.

Click Device, then click Phone.

Click Add, to add a new phone.

Select CTI Port and click Next.

Configure the CTI port with the DN of the SoftPhone, and required parameters, and click Insert.

Click User, then click Global Directory.

Search for, and select, the user name associated with the SoftPhone.

Click Device Association and search for the DN of the CTI port.

Select the CTI port and click Update to associate the user to the CTI port.

Launch Cisco IP SoftPhone.

Amisha

Cisco Systems

510
Views
0
Helpful
2
Replies
CreatePlease to create content