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Error Messages

This table provides a list of error messages that can appear in the Click to Call application and describes a recommended action for each error message. 

Error message

Problem and recommended action

A connection error occurred. Verify Click to Call is running

  • A call was attempted using the Click to Call functionality when the Click to Call application is not running.
  • Ask the end user to restart the Click to Call application.

A directory error occurred. Contact your phone administrator

  • The Cisco Unified Communications Manager directory service may be down.
  • Allow a short time lapse and retry your connection. If the error occurs again, contact your Cisco Unified Communications Manager system administrator.

A service error occurred. Retry the call. If the problem persists, contact your phone administrator

  • An internal error occurred in the WebDialer application.
  • Contact your Cisco Unified Communications Manager system administrator.

Cannot make call. Verify Click to Call is running

  • Ask the end user to restart the Click to Call application.

Click to Call cannot find Cisco IP Communicator. Verify it is running or select another phone

  • Ask the end user to verify that their Cisco IP Communicator soft phone is running properly or to select a phone to use with the Click to Call application.

Click to Call is not fully configured

  • One or more mandatory fields in the sign in screen have been left blank.
  • Ask the end user to enter the missing information on the sign in screen and retry.

Destination cannot be reached

  • The end user dialed the wrong number or you have not applied the correct dial rules.
  • Check that the Cisco WebDialer service is configured to use the application dial rules on Cisco Unified Communications Manager.

Login failed. Verify your user name and password are correct

  • Provide the end user with the correct username and password for the Cisco Unified Communications Manager server.
  • Ask the end user to enter the username and password at the sign in screen and retry.

No phone is available. Verify contact your phone administrator

  • Ask the end user to verify and refresh the phone preferences in the Phones screen of the Click to Call Preferences.

No phone has been selected for use with Click to Call. Select a phone

  • The end user has no phone selected to use with the Click to Call application.
  • Ask the end user to select a phone to use with the application from the Click to Call.

Proxy authentication rights could not be found. Contact your phone administrator

  • Cisco WebDialer service sends this error. Contact your Cisco Unified Communications Manager system administrator.

Service is temporarily unavailable. Retry the call. If the problem persists, contact your phone administrator

  • The Cisco Unified Communications Manager service is overloaded. It has reached its limit of two concurrent sessions.
  • Allow a short time lapse and retry your connection. If the error occurs again, contact your Cisco Unified Communications Manager system administrator.

The service is overloaded. Retry the call. If the problem persists, contact your phone administrator

  • The Cisco Unified Communications Manager service is overloaded. It has reached its limit of two concurrent sessions.
  • Allow a short time lapse and retry your connection. If the error occurs again, contact your Cisco Unified Communications Manager system administrator.

The URL you requested is not available. Contact your phone administrator

  • Provide the end user with the correct Cisco Web Dialer and/or Device Query service IP address.
  • Ask the end users to enter this information in the sign in screen and retry.

The XML command is not available in the request. Contact your phone administrator

  • This is an error sent from the Cisco WebDialer service. Contact your Cisco Unified Communications Manager system administrator.

<Number> cannot be converted to a valid phone number

  • The phone number the end user has entered is invalid.
  • Ask the end user to edit the phone number and retry the call.

The maximum phone number length is 32 digits

  • The phone number the end user has entered is too long.
  • Ask the end user to edit the phone number and retry the call.

Invalid XML command. Contact your phone administrator

  • Cisco WebDialer service sends this error. Contact your Cisco Unified Communications Manager system administrator.

Cisco WebDialer service cannot be found. Verify the address

  • Provide the end user with the correct Webdialer server address.
  • Ask the end user to enter this server address on the sign in screen and retry.

The call failed. Verify you are logged into your Extension Mobility device. If the problem persists contact your phone administrator

  • A call request is already in progress or the Cisco WebDialer service could not get a line on the phone device from the CTI.
  • Wait a few moments and then retry your connection. If the error occurs again, contact your Cisco Unified Communications Manager system administrator.

This table provides a list of error messages that can appear in the Phone tab (Cisco Unified Communications Manager integration) of the Cisco WebEx Connect client and describes a recommended action for each error message. 

Error message

Problem and recommended action

If you still have problems, contact your system administrator.

  • An error was encountered when retrieving account or device information.
  • If the end user has an account, a retry button is displayed.

Client tried to register with invalid credentials.

  • The end user has entered an invalid username or password.
  • Ask the end user to register again using a valid username and password.

Unable to connect to backend server; your call cannot be completed. Please try again.

  • The connection to the backend Cisco Unified Communications Manager server failed.
  • The Cisco Unified Communications Manager address may be invalid. Check the address and retry the connection.

The requested feature/capability is not currently available.

  • The deskphone service was shut down by the server.
  • Contact your Cisco Unified Communications Manager system administrator.

Could not connect to CCMCIP.

  • The softphone service was disconnected by the server.
  • Contact your Cisco Unified Communications Manager system administrator.

Unable to select this device. Please choose a different device and try again.

  • The selected device is unknown or has been removed.
  • Select a different device and try to connect again.

Failed to hold a call.

  • An error was encountered when a call hold was requested.
  • Try to hold the call again by pressing the Hold button. If the problem persists, restart the Cisco WebEx Connect client.

Failed to merge calls.

  • An error was encountered when a call merge was requested.
  • Try to merge the calls again. If the problem persists, restart the Cisco WebEx Connect client.

Max Call Limit exceeded.

  • The maximum number of lines allowed has been reached. No more calls can be made.

No device selected. Please select the device you want to use and try again.

  • The timeout for selecting a device has been reached.
  • Select the device and try connecting again.

Unable to access the default line. Please contact your administrator.

  • The timeout for selecting the default line has been reached.
  • Contact your Cisco Unified Communications Manager system administrator.

Due to temporary restrictions, you cannot make calls now. Please wait a few moments and try again.

  • Calls cannot be made. This may be due to service failover or fallback.
  • Allow a short time lapse and then try to make the call again.

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