Cisco Unified Communications Manager 5.x/6.x/7.x - Troubleshooting My Fast Dials and Personal Address Book Issues

Introduction

This document addresses a common problem that occurs when two IP Phone features, My Fast Dials and Personal Address Book, are used with Cisco Unified Communications Manager 5.x/6.x/7.x.

Prerequisites

Components Used

The information in this document is based on Cisco Communications Manager 5.x/6.x/7.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.

Conventions

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

HTTP error [404]

After Cisco Communications Manager is upgraded from 4.x to 5.x, the My Fast Dials and Personal Address Book services fail to work, and the HTTP error [404] error appears on the IP Phone screen.

Solution

This problem is due to a design change in Cisco Communications Manager 5.x. Prior to Cisco Communications Manager 4.2, the Personal Address Book (PAB) and My Fast Dials had been composed of a set of Web pages, an IP Phone Web Service, an ActiveX object, and a library. In Cisco CallManager 5.0, the IP Phone Web Service was converted from Active Server Pages to JavaServer Pages.

In Cisco Unified Communications Manager 5.x, the Personal Address Book and My Fast Dials have been integrated into the Unified Communications Manager.

In the previous release, the Personal Directory had been a subscribed IP Phone Service. That is, an administrator had to provide the Personal Directory IP Phone Service prior to the user subscription. For Cisco Unified Communications Manager 5.x, the Personal Directory is no longer a subscription service. This eliminates the need for an administrator to provide the service.

1. Click the Directories icon for the Personal Directory to appear.

2. The My Fast Dials and Personal Address Book are now located in the Personal Directory section.

3. Choose Directories > Personal Directory > Login on the IP Phone, and use the UserID and PIN.

4. The My Fast Dials and PAB appear.

Note: If the previous steps did not solve the issue, restart Cisco Tomcat Service on the server.

PAB and Fast Dials Unable to logout

Personal Address Book (PAB) and Fast Dials do not log out when a new user logs into Extention Mobility (EM) on a phone. If you log into PAB and Fast Dials on a phone and then another user logs into EM on that phone, the PAB and Fast Dials from the original user remains logged in.

Solution

In order to login the EM to get the User Device Profile (UDP), you have to choose Directories > Personal Directory > Login in order to login to the PAB and Fast Dials. If you log out from the EM, you must choose Directories > Personal Directory again in order to log out from PAB and Fast Dials or else the PAB and Fast Dials are still active on the phone even though they have logged off from the EM. Refer to Cisco bug ID CSCsi98094 (registered customers only) for more information.

Error: Press button directories twice

When you try to access personal directories, the Press button directories twice error message appears.

Solution

The fix for this issue is documented by Cisco Bug ID CSCsl95467 (registered customers only)

Unable to Change the Fast Dials from the CCMUser webpage

Users are unable to change the Fast Dials from the CCMUser webpage.

Solution

In order to resolve this issue, set the Enterprise parameter Show Speed Dials to True.

Unable to access Personal directory from Services button

In CIPC, users are able to access Personal directory through Directories button but not through the Services button.

Solution

Complete these steps in order to resolve this issue:

1. Choose Device > Device Settings > Phone Services. In the service URL filed in the Personal Directory, set it to this URL:

   http://ipaddress:8080/ccmpd/pdCheckLogin.do?name=#DEVICENAME#&service=pab

   Note: Replace the IP address with the IP address of your server.

2. Set the service type to Standard IP Phone service.

3. Save the changes and Update the Subscription

4. Restart CIPC.

Use Personal Directory on Your Phone

Fast Dials

The Fast Dials is a service with this URL :http://servername-or-ipaddr:8080/ccmpd/login.do? name=#DEVICENAME#&service=fd and parameters userid and pin, case sensitive, where the pin is configured with masked contents.

If you press a line button linked to the Personal Directory service in the custom Phone Button Template, which is configured on the phone, then you can access Fast Dials through the Personal Directory. The Personal Directory feature set contains your Personal Address Book (PAB) and Fast Dials.

Complete the steps in order to add a new Fast Dial code.

1. Press on the Directories button on the IP phone.

2. Choose Personal Directory > Personal Fast Dials.

3. Press Fast Dial.

4. Highlight a Fast Dial code that is unassigned and press Select.

5. Press Assign.

6. Enter a phone number.

7. Press Update.

Related Information

• Personal Directory
• Personal address book on callmanager version 6.x Personal address book on callmanager version 6.x
• Voice Technology Support
• Voice and Unified Communications Product Support
• Troubleshooting Cisco IP Telephony
• Technical Support & Documentation - Cisco Systems