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Cisco Unified Attendant Consoles

Troubleshoot CTI Devices Registration Issues for Cisco Unified Attendant Consoles

Document ID: 116324

Updated: Sep 04, 2013

Contributed by Nilabja Chattopadhyay, Cisco TAC Engineer.

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Introduction

This document describes the process to troubleshoot when Computer Telephony Integration ( CTI ) devices do not register correctly.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

  • Cisco Unified Attendant Console
  • Cisco Unified Communication Manager (CUCM)

Components Used

The information in this document is based on these software and hardware versions:

  • Cisco Unified Business Attendant Console (CUBAC) Release 8.x and 9.x
  • Cisco Unified Department Attendant Console (CUDAC) Release 8.x and 9.x
  • Cisco Unified Enterprise Attendant Console (CUEAC) Release 8.x and 9.x
  • Cisco Unified Premium Attendant Console (CUPAC) Release 8.x and 9.x
  • Cisco Unified Communications Manager Release 8.x and 9.x

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.

Troubleshoot CTI Devices Registration Issues for Cisco Unified Attendant Consoles

Situation 1: A few CTI ports register and other CTI ports do not register.

Navigate to the TAPI Service Provider (TSP) Settings and configure automated voice lines to 255.

Situation 2: The CTI ports are registered, but the CTI Route Point is not registered.

  1. Restart the CTI manager service on all the related nodes.
  2. Ensure that the CTI Route Point is deleted from the (CUCM) and created from the Cisco Unified Attendant Console (CUxAC) side.

Situation 3: The CTI Route Point is registered, but CTI ports are not registered.

Ensure that the wave/media drivers are installed.

Situation 4: None of the CTI devices register.

  1. The problem might be with the TSP or wave settings . Ensure that the correct version of TSP is installed . If the CUCM has been upgraded, then download the latest TSP from the CUCM plug in.
  2. In order to isolate that the problem is with the tap, go to the Attendant Console (AC) server. Choose Run > Dialer. If you cannot see the CTI ports then the TSP is faulty.
  3. In order to isolate the issue with the AC user, log in to the CUCM admin page with its credentials. If the AC is release 8.5 or later, ensure that application user is used instead of end user.
  4. Reinstall the TSP and wave drivers.
  5. Verify that the TSP configurations are as instructed in the documentation.
  6. If the ports still do not register, ensure that the common device configuration has IPv4 instead of IPv6. This trace snippet helps confirm the issue.
CSelsiusTSPDevice::OpenDevice() [R3EDB27AD100016] *ERROR*

m_DeviceList->OpenDevice() failed with error 0x8CCC00F3 [Unknown value]

Related Information

Updated: Sep 04, 2013
Document ID: 116324