Troubleshoot Alert "Sorry Calling Phone Numbers Is Not Possible"

Available Languages

Download Options

PDF (6.1 KB)
View with Adobe Reader on a variety of devices
ePub (83.3 KB)
View in various apps on iPhone, iPad, Android, Sony Reader, or Windows Phone
Mobi (Kindle) (68.7 KB)
View on Kindle device or Kindle app on multiple devices

Updated:October 9, 2023

Document ID:220993

Bias-Free Language

The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.

Introduction

This document describes method to verify and fix alert "Sorry Calling Phone Numbers Is Not Possible"

Prerequisites

Able to access Webex Control Hub to share logs with TAC, for review.

Problem

Webex unable to make call even though log in to CUCM looked successful. After dialing any number, you get "Sorry calling phone numbers is not possible".

Solution

The issue with “Found a UC Hybrid device type for this user in UDS. Preventing registration” is due to Spark Remote Device previously configured on CUCM side.

Client logs shows the error:

EccManager::checkForHybridDeviceType:Found a UC Hybrid device type for this user in UDS. Preventing registration

The Spark Remote Profile Device needs to be removed from CUCM

Reference documents:

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cloudCollaboration/wbxt/hybridservices/hybridcalldevices/wbxhs_m_deployment-guide-for-webex-devices-hybrid-call/wbxhs_m_deployment-guide-for-webex-devices-hybrid-call_chapter_010.html

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/12_5_1/systemConfig/cucm_b_system-configuration-guide-1251/cucm_b_system-configuration-guide-1251_chapter_0101010.html#task_C8DE518E792F7FCEAEA992639A3C2A9A