The user named Joe Cambers is not able to use Cisco Jabber’s IM or Presence functionality.

Which of the following is most likely the reason?

A. The softphone has no SIP profile.
B. The softphone’s profile does not allow CTI control.

C. The SIP trunk to the CUPS server is down.

D. The Cisco Unity Connection server either is down or is not installed.
E. The Cisco Jabber client is configured to require a nonexistent desk phone.

Explanation:

Most likely, the reason the user named Joe Cambers is not able to use Cisco Jabber’s IM and Presence functionality is because the Session Initiation Protocol (SIP) trunk from Cisco Unified Communications Manager (UCM) to the Cisco Unified Presence (CUPS) server either is down or is not installed. Cisco Jabber relies on CUPS and the Extensible Messaging and Presence Protocol (XMPP) for instant messaging (IM) and Presence functionality. You can display and verify the backend systems to which the Cisco Jabber client is connected by clicking the gear icon and Show Connection Status in the Cisco Jabber home window. Clicking Show Connection Status displays the Connection Status window, which provides the connectivity status of every service to which Jabber is connected or is configured to connect. Services that are preceded by a green check mark have connected successfully. Services that display Not Connected or a caution icon have not connected successfully.

The Cisco Unity Connection server either is down or is not installed; however, this is not the reason that the user is not able to use Cisco Jabber’s IM functionality. Cisco Unity Connection is a voice mail platform, not an IM platform.

The softphone has a SIP profile. Based on the value displayed in the SIP Profile field of the UCM Administration page in this scenario, you can determine that the softphone is configured to use the Standard SIP Profile, which is the default UCM SIP profile.

The softphone’s profile does allow Computer Telephony Integration (CTI) control. Based on the value displayed in the Allow Control of Device from CTI field, you can determine that CTI control has been enabled for the softphone. However, disabling this option would not disable Jabber’s IM functionality. CTI enables the Cisco Jabber client to control aspects of a connected hardware phone, or desk phone. However, the Cisco Jabber client does not require a desk phone. Both Jabber and Cisco Unified Personal Communicator communicate with a desk phone by using the CTI Quick Buffer Encoding (CTIQBE) protocol.

Reference:
Cisco: Troubleshooting the Cisco Unified Presence Server (CUPS) and Cisco Unified Personal Communication (CUPC): No Presence Information After Login