Cisco Prime Provisioning

Prime Collaboration Provisioning Does Not Display Products Under Subscribers After Synchronization

Document ID: 116698

Updated: Oct 29, 2013

Contributed by Christos Georgiadis, Cisco TAC Engineer.



This document describes the problem encountered where products are not listed under subscribers as expected in Cisco Prime Collaboration Provisioning after domain synchronization occurs, and offers solutions to the problem.

Background Information

The Cisco Prime Collaboration Provisioning Server is used in order to import products (phones, lines, Extension Mobility (EM) profiles) and infrastructure objects (route patterns, translation patterns) into its database from the processors (Cisco Unified Communications Manager (CUCM), Cisco Unity Connection).

Service areas are created in Cisco Prime Collaboration Provisioning for these reasons:

  • In order to categorize the imported products
  • In order to prepopulate several product fields during an order

This document focuses on the former scenario.


Sometimes after the domain synchronization ends successfully, the administrator notices that several products (phones, lines, extension mobility profiles, for example) are not displayed under the expected subscribers.

As this example shows, when you navigate to the CUCM Administration pages > User Management > End User, the user has only one device associated, where there should be many:

After a processor and domain synchronization occurs, the phone does not display under the subscriber.

In Cisco Prime Collaboration Provisioning, navigate to Deploy > Search Subscribers, and search for the User ID of the specific subscriber.

The phone with the MAC address 0003E386360F is not listed, although the processor and domain synchronization has completed successfully. Access the Domain Detailed Synchronization Log in order to investigate:

The Domain Detailed Synchronization Log shows this error:

The phone SEP0003E386360F and its lines could not be added to the subscriber
record because a service area with the following properties could not be
determined in the domain Bel:
Call Processor: CUCM Athens-CiscoUnifiedCM
Voice Device Group: Default
Common Device Configuration: null
Call Search Space (Device): null
Location: Hub_None
Protocol: SCCP


Scenario 1

In this scenario, the service area configuration does not match the phone configuration. This relates to how the product, which is the phone in this scenario, is mapped to the configured service area in Cisco Prime Collaboration Provisioning.

Here are the matching rules for all of the products:

As the previous image illustrates, in order to have the phone product placed in a service area and to be visible, you must have a service area that matches the phone configuration with respect to these fields:

  • Device Pool
  • Common Device Config
  • Calling Search Space (Device)
  • Location
  • Phone Protocol, Session Initiation Protocol (SIP) or Skinny Client Control Protocol (SCCP)

Here is the configuration for the phone in this example:

Here are the service area settings:

When you compare these configurations, it is clear that these fields do not match:

  • Call Search Space (Device)
  • Device Pool

One possible solution is to adjust the service area configuration as shown here:

Note: The Call Search Space (Line) configuration does not affect the matching in this case.

Another possible solution is to modify the phone settings in CUCM in order to match the settings of the service area on the five matching attributes.

After another domain synchronization occurs, the phone displays successfully under the assigned products for the subscriber:

Scenario 2

In this scenario, there is a service area that matches the phone configuration, but the subscriber who is associated to that phone belongs to a domain that is different than the domain to which the service area belongs.

There are two possible solutions:

  • Move the user to the correct domain, which can only be done if you delete and recreate the domain.
  • Create a service area that matches the phone configuration on the domain where the user exists.

Related Information

Updated: Oct 29, 2013
Document ID: 116698