The Cisco Unified Application Environment (CUAE) can have any number of
applications installed that are not created by Cisco. Because of this fact, the
CUAE has a split support model between TAC, Cisco Developer Services, and third
party application developers . This document describes the CUAE split support
Please consider the information in this document in order to determine
if you should call the Technical Assistance Center, Cisco Developer Services,
or the entity that created the application that experienced an issue.
Note: Your support contract(s) with Cisco are the ultimate definition of
your support. This document is not meant to replace or supersede the definition
of those contracts, but rather to offer straightforward navigation on the most
appropriate organization to contact.
In order to determine which solution is best for you, see these
—If you host
the CUAE and have installed and run applications on top of this platform, this
solution is best for you.
—If you develop
applications for the CUAE, this solution is best for
There are no specific requirements for this document.
The information in this document is based on the Cisco Unified
Application Environment (2.4).
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
Technical Tips Conventions for more information on document
When you experience a problem, the issue might be reported as an error
in the application server logs. In order to find these logs, navigate to
Server Logs > AppServer, and click the top log file. This
file is useful in order to determine where the root of the issue lies.
In addition, support personnel use application server logs to
troubleshoot any issues. You must bundle your logs before you send them to your
support personnel. Use the log archive feature in order to bundle your logs.
Navigate to http://<server-ip-address>/mceadmin, and
choose Server Logs > Select All > Archive Selected
Two scripts are bundled with the CUAE: the
MakeCall script and the AnswerCall
script. These scripts test basic functionality, as well as network operation,
and should be run if the cause of a customized script failure is unknown. The
results of these tests, along with the application server logs, can help you
determine which support organization to contact.
If the MakeCall and AnswerCall scripts are successful, the issue is
most likely in the custom development script, and you should call Cisco
If the MakeCall or AnswerCall scripts fail, the issue is most likely
a configuration issue, and you should call Cisco
For more information on how to use the MakeCall and AnswerCall
scripts, refer to the
Guide for the Cisco Unified Application Environment (2.4).
Customers who have purchased a Cisco Unified Communications Essential
Operate Service contract for their Cisco Unified Application Server (CUAS) and
Cisco Unified Media Engine (CUME) can call the Technical Assistance Center
(TAC) if the CUAE fails to communicate with their Cisco Unified Communications
Manager (CUCM) from a telephony and audio device.
TAC supports these issues:
SIP, H.323, SCCP, or CTI calls to and from CUCM and CUAS fail to
RTP streams from the CUME to endpoints (phones or other callable
entities) experience 1-way, no-way, or poor audio.
Issues with platform management through the ‘mceadmin’ management
Hardware-related issues (only if hardware support is included in your
Cisco Unified Communications Essential Operate Service contract).
TAC also supports interoperability issues between the CUAE and Cisco
Unified Presence (CUP).
Note: This list contains issues that TAC will attempt to debug and resolve.
However, TAC cannot resolve issues in which the root cause is a poorly
developed application. For example, the TAC will attempt to resolve issues
(such as calls that fail to complete, audio issues, and CUP interoperability
issues) that are caused by either network or deployment/environmental issues.
However, the TAC will not attempt to resolve these same issues if they are
caused by an application that is developed incorrectly. You must contact the
creator of the application in order to resolve these issues. Examine the
application server logs, as described in Application
Server Logs, in order to determine which support organization to
You must call the creator of the application if the application server
logs indicate and application error or if the application has issues not
mentioned in When to Call Cisco TAC. TAC is not
responsible for logical or programmatic errors in applications that are not
created by Cisco. You must contact the creator of the application if the root
cause resides in the application.
Customers who have purchased a Cisco Developer Services contract can
contact Developer Services if they experience development-related application
issues. Development-related issues include issues with applications developed
with CUAE that are caused by errors in the platform. In addition, Developer
Services can offer guidance if a developer is stuck on a particular development