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Troubleshoot Cisco Emergency Responder Issues

Cisco - Troubleshoot Cisco Emergency Responder Issues

Document ID: 40420

Updated: May 17, 2012

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Introduction

This document discusses some of the problems associated with Cisco Emergency Responder (Cisco ER) and the solutions to fix this problem.

Prerequisites

Requirements

Before you begin this document you must have Cisco ER installed and know the type of phone that does not appear in Cisco ER.

Components Used

The information in this document is based on all versions of Cisco ER.

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.

Conventions

Refer to the Cisco Technical Tips Conventions for more information on document conventions.

Problem

When you use Cisco ER, there might be occasions when your phone does not appear in the Cisco ER database. The root of this problem primarily depends on the type of phone that you are looking for. This can be addressed for each different type of phone. This document walks you through troubleshooting this issue for IP phones, legacy IP phones, analog phones, and Cisco IP SoftPhone.

Solutions

The solutions to this problem are explained in detail in these sections.

IP Phones: 7960, 7940, 7910, 7905

Complete these steps. These phones are tracked by Cisco ER using Cisco Discovery Protocol (CDP).

Note: Cisco IP Phone 7905 is supported with Cisco CallManager 3.3 and Cisco ER. Cisco ER 1.1(4) displays the phone type for Cisco IP Phone 7905G as "OTHER".

  1. Verify that the phone registers with Cisco CallManager.

    If it is not, follow Troubleshooting Cisco IP Phone (7910, 7940, 7960, 12SP and VIP30) Registration Problems with Cisco CallManager 3.x to troubleshoot registration problems. Check the MAC address, phone type, and so forth.

  2. Ensure that CDP is enabled on the switches.

    On the Catalyst 3550, CDP is enabled by default on all supported interfaces to send and receive CDP information. If CDP has been disabled, use the following procedure to enable CDP. For further information, refer to Configuring CDP on the 3550.

    Note: CDP is enabled by default.

    Beginning in privileged EXEC mode, follow these steps to enable CDP when it has been disabled:

    1. Use the configure terminal command to enter global configuration mode.

    2. Use the cdp run command to enable CDP after disabling it.

    3. Use the end command to return to privileged EXEC mode.

      CDP is enabled by default on all supported interfaces to send and receive CDP information.

      Beginning in privileged EXEC mode, follow these steps to enable CDP on an interface when it has been disabled:

    1. Use the configure terminal command to enter global configuration mode.

    2. Use the interface interface-id command to enter interface configuration mode, and enter the interface on which you are enabling CDP.

    3. Use the cdp enable command to enable CDP on an interface after disabling it.

    4. Use the end command to return to privileged EXEC mode.

    5. Optionally, you can use the copy running-config startup-config command to save your entries in the configuration file.

  3. Check to make sure that the switch your phone is attached to is a Cisco supported switch.

    The 4500 series switches are supported from Cisco ER version 1.1.4 and later. For phones attached to unsupported switches, you can manually assign the phones to emergency response locations (ERLs). Thus, these phones are fully supported for emergency calls. The only thing you lose is the automatic tracking capability. See the Manually Defining a Phone section of Configuring Cisco Emergency Responder.

  4. Verify the Simple Network Management Protocol (SNMP) setting in Cisco ER and on the switches.

    Cisco ER uses SNMP to obtain information about the ports on a switch. Cisco ER must obtain this port information so that you can assign the ports to ERLs, and so that Cisco ER can identify phones that are attached to the ports and update their ERL assignments.

    Note: If Cisco ER does not discover the phones that are assigned as home to Cisco CallManager, check that all Cisco CallManagers are SNMP-reachable and that the SNMP settings are correct. Cisco ER logs an event if Cisco CallManager is SNMP-unreachable.

  5. Choose Phone Tracking > SNMP Settings in order to go to the Cisco ER Administration page.

    cerphones-1.gif

  6. Restart the CER services.

  7. Complete the procedure for Configuring the SNMP Connection in order to setup Cisco ER and the switch SNMP strings.

Analog Phones

Analog Phones connected to VG248 and ATA gateways are not automatically tracked by Cisco ER. You have to manually configure this phone in Cisco ER to a particular ERL.

  1. Verify that you can place a call to an IP phone in Cisco CallManager.

  2. Make sure the phone has been configured in Cisco ER manually. Go to the Cisco ER Administration page by selecting Port/Phone > Add/ Modify Phones.

    Previously added phones appear in bottom half of the screen.

    cerphones-2.gif

  3. Make sure that phone type, IP address, and MAC address are correct.

Legacy Phones

Complete these steps for legacy phones:

  1. Verify that CAM tracking is enabled on the switch configuration in Cisco ER. Click on the switch defined on the left (IP address).

  2. Go to the CER Administration page by selecting Phone Tracking > LAN Switch Details.

  3. Check Enable CAM based Phone Tracking.

    cerphones-3.gif

    Phones that do not use CDP are tracked using the CAM table on all supported switch platforms for Native and AUX VLANs.

Cisco bug ID CSCin17085 (registered customers only) involving a 30VIP connected to Catalyst 3550 with Cisco IOS® Software Release12.16(EA1) is associated with this procedure.

  • Description: CER tracks non-CDP phones by correlating entries from the FDB table of the BRIDGE_MIB. This table is indexed on the community string. Because this Cisco IOS release does not support community-based indexing, CER cannot track non-CDP phones.

  • Workaround: To avoid this problem, upgrade the Catalyst 3550 to Cisco IOS Software Release 12.1(6)EA1a or later.

Cisco IP SoftPhone

Use the following procedure for SoftPhone.

  1. Verify that your SoftPhone is functional with Cisco CallManager.

  2. Verify that you have SoftPhone version 1.2 and later. If you do not, download SoftPhone from the Software Center (registered customers only) .

  3. Check to see what type of switch SoftPhone is connected to. Make sure this is a supported Cisco switch.

  4. If the SoftPhone is connected to a supported Cisco switch, verify that CAM tracking is enabled on the switch configuration in CER. Go to CER Administration page and select Phone Tracking > LAN Switch Details.

  5. Click on the switch defined on the left (IP address).

  6. Check Enable CAM based Phone Tracking.

    cerphones-4.gif

    Phones that do not use CDP are tracked using the CAM table on all supported switch platforms for Native and AUX VLANs.

    If SoftPhone is not directly connected to a Cisco switch, CER will not be able to locate/track its movements automatically. The SoftPhone, in this case, is displayed in the list of unallocated phones. Go to the CER Administration page and select Port/Phone > Unallocated phones.

    cerphones-5.gif

    Unallocated phones are displayed in the bottom half of the screen.

    If an emergency call is received from an unallocated SoftPhone, the emergency call is routed based on the ERL configured on this screen. If no configuration is done (that is no ERL is configured by the administrator) then the 911 call is routed to the default ERL.

These two Cisco bug IDs are associated with this procedure:

  • CSCdw04143 (registered customers only) - IIS (inetinfo) can crash if there are more than 500 Cisco IP SoftPhones.

    • Description: Cisco IP SoftPhones advertise themselves to CER on a periodic basis. If more than 500 SoftPhones happen to advertise themselves at the same time, inetinfo (IIS) does not handle this many requests gracefully and shows erratic behavior.

    • Workaround: Cisco recommends you do not have more than 500 SoftPhones per CER group. If you run into this problem, restart IIS and the CER Admin service.

  • CSCdw04518 (registered customers only) - Change of switch families does not discover ports.

    • Description: If you add a switch to the CER configuration, then reuse that switch's IP address for a switch of a different model, CER cannot discover the ports on the new switch. For example, if you add 10.10.10.12 to CER for a Catalyst 3500, then reassign 10.10.10.12 to a Catalyst 6000, CER cannot discover the ports on the Catalyst 6000.

    • Workaround: If you reassign an IP address to a different switch model, remove the switch from the CER configuration, then add it back to the CER configuration. This allows CER to identify the changed switch model.

License file validation failed

When you attempt to upload the license file, this error message appears:

License file validation failed. 
Reason - License nodelocked to a different host

Solution

The reason for this is the use of an unsupported version of Cisco Emergency Responder with VMware.

Note: CER 7.1.1 is not supported in VMware.

Known Issues

  • Cisco bug ID CSCth68063 (registered customers only) —Slow memory leak due to dirsnmp

  • Cisco bug ID CSCtr13932 (registered customers only) —CER Sub fails to install CER 8.5(1), 8.6(1) unrecoverable internal error.

Related Information

Updated: May 17, 2012
Document ID: 40420