Guest

Cisco Unified Communications Manager (CallManager)

Unified Communications Manager 5.x/6.x/7.x/8.x: Troubleshoot Extension Mobility Issues

Cisco - Unified Communications Manager 5.x/6.x/7.x/8.x: Troubleshoot Extension Mobility Issues

Document ID: 109704

Updated: Jan 31, 2013

   Print

Introduction

This document provides information to help you troubleshoot the issues related to Extension Mobility (EM), a feature of Cisco Unified Communications Manager that allows Cisco Unified Communications Manager (CUCM) users to login to an IP phone and get their personal profile applied, regardless of the device and physical location that they are using.

The Cisco Extension Mobility feature of Cisco Unified Communications Manager allows users to temporarily access their IP Phone configuration, such as line appearances, services, Message Waiting Indicator (MWI) information and speed dials present on the phone from other IP Phones, that reside on some other location.

This document describes how to troubleshoot the issue with the EM feature in Cisco Unified Communications Manager 5.x/6.x/7.x. In order to troubleshoot EM issues related to other versions of CUCM, refer to these documents:

Prerequisites

Requirements

Cisco recommends that you have knowledge of Cisco Unified Communications Manager 5.x/6.x/7.x/8.x.

Components Used

The information in this document is based on the Cisco Unified Communications Manager 5.x/6.x/7.x/8.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.

Device Profile

A device profile defines the attributes of a particular device. A device profile includes information such as the phone template, user locale, subscribed services, and speed dials. The device profile does not associate with a physical phone.

It includes all the properties of a device except those that are explicitly tied to a device, such as MAC address or directory URL. When a device profile has been loaded onto a device, the device adopts the attributes of that device profile.

User Device Profile

As system administrator, you configure a user device profile for each individual user. Using the Cisco Unified Communications Manager User Options window, a user can access this profile and make changes, such as adding a service. You can add, modify or delete a user device profile in Cisco Unified Communications Manager Administration. When a user logs in to a phone that is configured for Cisco Extension Mobility and the user has a user device profile that is configured for that phone, the user device profile replaces the existing configuration of the device. When a user logs out, the logout profile replaces the user device profile.

Default Device Profile

With Cisco Unified CallManager 4.0 or later and Cisco Unified Communications Manager 5.0 and later, you can configure a default device profile for each Cisco Unified IP Phone that you want to support Cisco Extension Mobility. The phone takes on the default device profile whenever a user logs in to a phone for which that user does not have a user device profile. A default device profile includes device type (phone), user locale, phone button template, softkey template, and multilevel precedence and preemption (MLPP) information. You create a default device profile by using the Default Device Profile Configuration window. A phone can have zero or one default device profile. The maximum number of default device profiles cannot exceed the number of phones that support Cisco Extension Mobility.

Cisco Unified CallManager Extension Mobility Architecture

This section describes the Cisco Unified CallManager Extension Mobility service components and how they work with your application.

Cisco Unified CallManager Extension Mobility Service Components

The Cisco Unified CallManager Extension Mobility service comprises these three basic architectural components:

Cisco Unified CallManager Extension Mobility Application—A software module in Cisco Unified CallManager that receives XML requests (via HTTP POST) for login and logout of users from the phones. It interacts with other components in the system and responds with an HTTP response message to the phone. The application module validates the UserID and Personal Identification Number (PIN) in the login request by consulting either a local user directory or an external directory like LDAP. If the UserID and PIN are valid, it interacts with the Cisco Unified CallManager EM service module on behalf of the phones. After the interaction with the service module is successful, it notifies the phone to restart with a new configuration.

Cisco Unified CallManager Extension Mobility Service—A software module in Cisco Unified CallManager that receives XML/HTTP requests from the application module to build a new configuration file. The application module provides information such as identity of the device and the device profile for the user who is logging in. It invokes the Database Layer (DBL) via the Java Native Interface (JNI) to write the appropriate configuration file to the TFTP server.

Database Layer (DBL)—Receives a request from the EM service module and generates a new configuration file. The device profile corresponding to the user who is logging in and the physical attributes of the phone provide the basis for the new configuration file. After the new configuration file is generated, it is pushed to the Cisco Unified CallManager database and a change notification is generated to the call-processing module. This notification ultimately results in the new configuration file being pushed to the TFTP server.

The Cisco Unified CallManager Extension Mobility service comprises your application, the EMApp module, the EMService module, the Database Layer (DBL), and the ancillary items.

Additional Cisco Unified CallManager Extension Mobility Service Components

  • DBL Monitor—Database Layer Monitor service notifies other processes of changes in the Cisco Unified CallManager database.

  • LDAP—Directory Lightweight Directory Access Protocol Directory (LDAP) stores information for Cisco Unified CallManager.

  • CallProcessing—CallProcessing is a Cisco Unified CallManager process that maintains device connections.

  • CTI—Computer Telephony Interface (CTI) comprises the set of processes that expose programmable APIs for call control.

  • TAPI/JTAPI—TAPI and JTAPI programmatic interfaces support call control.

cucm6x-em-error0.gif

When your application sends a message to the EMService to use Cisco Unified CallManager Extension Mobility functionality, the high-level message flow between different EM components remains the same as in previous releases. Your login application submits an XML message to the EMService servlet by using the Hypertext Transfer Protocol (HTTP).

The EMService uses the LDAP directory to check the UserID and PIN in the message from the login application. If the UserID and PIN are valid, the EMService executes the request by communicating with the database layer (DBL) through JNI. If the DBL changes the device profile for a login or logout request, it tells the DBL Monitor, which passes this information on to the CallProcessing and CTI components.

CallProcessing, in turn, tells the Cisco IP Phone that it needs to restart in order to load the new device profile. The CTI layer notifies JTAPI and TAPI applications that are monitoring the device or user that the application control list has changed. If the DBL completes a transaction successfully, it tells the EMService.

The EMService then sends an XML response that the transaction was successful to your login application by using HTTP. If the transaction is not successful, the EMService sends your login application an appropriate error message.

How it works

Users access Cisco Extension Mobility by pressing the Services button on a Cisco Unified IP Phone and then entering login information in the form of a Cisco Unified Communications Manager UserID and a PIN. If a user has more than one user device profile, a prompt displays on the phone and asks the user to choose a device profile for use with Cisco Extension Mobility.

When a user logs in, the Cisco Extension Mobility application receives the XML-over-HTTP request for user authentication and verifies the information against the Cisco Unified Communications Manager Directory.

On authentication, if the login profile matches the login device (that is, the user has a user device profile that is configured for a Cisco Unified IP Phone 7975 and logs into a Cisco Unified IP Phone 7975), Cisco Extension Mobility behaves as follows:

  • The phone automatically reconfigures with the individual user device profile information.

    If the user has one user device profile, the system uses this profile. If the user has more than one user device profile, the user can choose the user device profile that will be used from a list.

  • The user can access all the services that the user configured on the device profile.

If that same user logs into a Cisco Unified IP Phone where the user does not have a configured user device profile, the login profile will not match the login device on authentication. In this scenario, the system loads the default device profile for that phone model onto the phone, and Cisco Extension Mobility works as described here:

  • The system copies all device-independent configuration (that is, user hold audio source, user locale, userid, speed dials, and directory number configuration except for the setting "line setting for this device") from the user device profile to the login device.

  • The system uses the default device profile for that phone for phone template and softkey template configuration and, if the phone can support addon modules, for the addon module.

  • If the login device supports feature safe on the phone button template and if the phone template that is configured in the login profile matches the number of buttons, the system uses the phone template from the login profile. Otherwise, the system uses the default device profile for the phone to configure the phone template.

  • If the phone supports Cisco Unified IP Phone Services and they are configured, the system copies the services from the user device profile. If the user device profile does not have Cisco Unified IP Phone Services configured, the system uses the Cisco Unified IP Phone Services that are configured in the default device profile for the login device that is accessed during login. If parameters exist for the subscriber service, the system copies the parameters from the default device profile, and the parameters may not reflect the correct information.

For example, these scenarios occur when a user who has a user device profile that is configured for Cisco Unified IP Phone 7960 logs in to a Cisco Unified IP Phone 7905, and the default device profile is loaded on the phone.

  • The user can access the user hold audio source, user locale, userid, speed dials and directory number configuration. The user cannot access phone line setting; the system configured the phone line setting from the default device profile that is configured for the Cisco Unified IP Phone 7905.

  • The user can access the phone template and the softkey template of the Cisco Unified IP Phone 7905.

  • The user cannot access an addon module because Cisco Unified IP Phone 7905 does not support it.

  • The user can access Cisco Unified IP Phone Services if they are configured for the Cisco Unified IP Phone 7905, but the parameters from the subscriber services will reflect the default device profile, not the parameters that the user chose on the User Options window.

Users log out of Cisco Extension Mobility by pressing the Services button and choosing logout. If users do not log out themselves, the system will automatically log them out if you configured the Service Parameters to do so, or the next user of the phone can log out the previous user. After logout, Cisco Unified Communications Manager sends the logout profile to the phone and restarts the phone.

Login Call flow

This section describes the flow of events for the Cisco Extension Mobility login from a system perspective. Understanding the call flow will help you troubleshoot problems that you may have with the feature.

  1. A user presses the Services button on the Cisco Unified IP Phone and requests to log in. This action invokes a URL for the Cisco Extension Mobility application.

  2. The application determines the URL of the service.

  3. The Cisco Extension Mobility application sends a formatted XML/HTTP query to the Cisco Extension Mobility service to determine the state of the phone.

  4. The application prompts the user for UserID and PIN. The user enters the UserID and PIN and presses the Submit softkey.

  5. The phone performs an HTTP request, and the application tries to authenticate the UserID and PIN.

  6. If the UserID and PIN cannot be authenticated, the phone displays "Authentication Error." If the UserID and PIN are authenticated, the application queries the Cisco Unified Communications Manager Database to get the list of device profiles that are associated with the user.

  7. The directory responds with the list of the user device profile(s). If the list has more than one entry, the phone displays the device profiles from which the user can choose.

  8. When the user chooses an entry from this list (or if the list has only one entry), the application generates the XML for the service.

  9. The application posts, via HTTP, the generated XML login request to the service URL. (The application determined the service URL in Step 2.)

  10. The service responds in a defined XML format to the request with a restart to load the user device profile (that indicates success) or with a failure message.

  11. The application returns the correct notification to the device. The phone restarts with the user device profile.

  12. In the Phone Configuration window of Cisco Unified Communications Manager Administration, the Current End User Profile and the Current Device Profile, along with links to the applicable End User Profile and Device Profile configuration windows display.

Note: In the Phone Configuration window, the line number of the device does not change when a user logs in to the phone. It continues to display the line number that is assigned to the phone when no user is logged in.

Logout Call flow

This section describes the flow of events for the Cisco Extension Mobility logout from a system perspective. Understanding the call flow will help you troubleshoot any problems that you may have with the Cisco Extension Mobility feature.

  1. A user presses the Services button on the Cisco Unified IP Phone and requests to log out. This action invokes a URL for the Cisco Extension Mobility application.

  2. The application determines the URL of the service.

    Note: Cisco Extension Mobility looks up the URL in the Cisco Unified Communications Manager Directory on the first instance only; the system then stores the URL as a static variable.

  3. The application generates the XML to query the Cisco Extension Mobility service for the current state of the device

  4. The service responds to the application with the current state of device; for example, <userID> is logged in.

  5. The application prompts the user to confirm that the user wants to log out.

  6. When the user presses the Yes softkey to confirm that the user wants to log out, the application generates XML for the logout operation.

  7. The application posts, via HTTP, the generated XML login request to the service URL. (The application determined the service URL in Step 2.)

  8. In the case of a successful operation, the phone will restart and load the appropriate device profile. If a failure occurs, a message gets sent to the phone.

  9. The application parses the received XML and creates an XML response message.

  10. The XML gets returned as a suitable notification to the device, and the phone restarts to load the original user profile or logout profile.

  11. In the Phone Configuration window of Cisco Unified Communications Manager Administration, you (the administrator) will no longer see a Current End User Profile and Current Device Profile.

Note: In the Phone Configuration window, the line number of the device does not change when a user logs out from the phone. It continues to display the line number that is assigned to the phone when no user is logged in.

Troubleshoot

Error: "Device does not exist"

Problem

When the user tries to login to the Cisco IP phone in order to get the configured user profile information from Cisco Unified Communications Manager, this error message is received:

LoginService: Dev: SEP<IP Phone MAC Address>- Error# 11-Policy Violation: 
Device does not exist: Device, 'SEP<IP Phone MAC Address>' does not exist

Or

Login Unsuccessful [11] "Device does not exist"

This issue can occur due to these reasons:

  • Incorrect Extension Mobility Services URL. Refer to Solution 1 in order to make sure that the correct Extension Mobility Services URL is used.

  • The IP phone is not subscribed for the Extension Mobility Services. Refer to Solution 2 in order to make sure that the IP phone is enabled with Extension Mobility service and is subscribed to the Extension Mobility service.

Solution 1

Perform these steps in order to make sure that the correct Extension Mobility Services URL is used:

  1. Choose Device > Device Settings > Phone Services from Cisco Unified Communications Manager Administration.

    The Find and List IP Phone Services window appears.

  2. Select the IP Phone service that you are using for Extension Mobility.

    The IP Phone Services Configuration window appears.

  3. Ensure that the Service URL* field entry matches this format of URL:

    http://<IP Address of Extension Mobility server>:8080/emapp/
    EMAppServlet?device=#DEVICENAME#
    

    cucm6x-em-error1.gif

    Correct the URL and save the service if it is not correct.

Solution 2

Perform these steps in order to ensure that the IP phone is enabled with Extension Mobility service and is subscribed to the Extension Mobility service:

  1. Choose Device > Phone from Cisco Unified Communications Manager Administration.

    The Find and List Phones window appears.

  2. Select the phone that you want to verify if it is subscribed to the Extension Mobility service.

    The Phone Configuration window appears.

  3. Go to the Extension Information section of this Configuration window. Make sure the Enable Extension Mobility check box is selected. If not selected, select the check box to enable Extension Mobility for this phone.

    cucm6x-em-error2.gif

  4. On the top right of the Phone Configuration Page, choose Subscribe/Unsubscribe Services from the Related Links drop down menu.

    This opens the Subscribed Cisco IP Phone Services window. Here you can ensure that the phone is subscribed to the Extension Mobililty service.

    cucm6x-em-error3.gif

Error: "Update failed"

Problem

While configuring Extension Mobility, this error message is received:

Update failed. One of the required fields on the page has
the same value as an entry that already exists in the database. Please check the
corresponding Find List page to verify your entry does not exist.

Solution

Perform these steps in order to resolve this issue:

  1. Delete the impacted phone from the database using CLI with this command:

    run sql delete from device where name = 'SEPXXXXXXXXXXXX'

    Note: SEPXXXXXXXXXXXX will be the Name of the phone.

  2. Add it again in Cisco CallManager using the administrator webpage.

  3. Configure Extension mobility again.

201 Authentication Error

Problem

When the credential policy for a user is set to "User Must Change at Next Login," the user is prompted to change their PIN with the message [209]-Change PIN. However, when the user enters the new PIN, the [201]-Authenticaiton Error message displays and the user is not able to log in.

Solution 1

Reset the user password/PIN in order to resolve the issue. Go to the user page and click the Edit Credentials button located near the password. Also, make sure the locked by the administrator field is unchecked.

This isssue can also occur if the end users are using the alphanumeric characters to log in to extension mobility since it is configured to use only numeric characters during log in. Go to the Extension Mobility service parameter Alphanumeric User ID and check if it is set to False. If it is, make sure that the end users are using only numeric characters during log in.

Solution 2

When the user tries to log in to Extension Mobility, the userid and PIN are validated through the Identity Management System (IMS). If the IMS returns a Change PIN error, the current implementation of Extension Mobility displays an error message on the phone to change the PIN. Users must change their PIN though the ccmuser pages and then attempt to log in. It is not possible to change the PIN from the phone.

This is documented in Cisco bug ID CSCsm43875 (registered customers only) .

[6]-Database Error

Problem

When you try to log in to Extension Mobility, this error message is received after the username/password is entered and submit is clicked:

[6]-Database Error

The logs indicate this error:

<error code='6'>DB Request Error: Couldn't submit login request to DBL: 380

Solution 1

This issue can occur when the Tracemonitor thread dies, which causes the ADP synchronization issue. Restart the DBLmonitor service and the Tracemonitor thread in order to reslove the issue.

Solution 2

Issue this command:

run sql update device set ikdevice_defaultprofile
= NULL where name = 'SEPXXXXXXXX'

Where SEPXXXXXXXX is the proper device name.

Solution 3

On the phone configuration page for the device, remove the check from the extension mobility check box and save the configuration, and then check again the extension mobility check box.

Once logged in, there is no option to log out from the EM Service

Problem

The Extension Mobility service is configured and, after successfully logging in to the service, it appears that there is no option to log out of the service.

Solution

In order to resolve this problem, make sure that both the device and the device profile are subscribed to the Extension Mobility service.

Unable to log in to 7945 phone using 7965 profile

Problem

After the Cisco Unified CM upgrade from version 6.1(4) to 6.1(5), when the user tries to log in using a 7965 device-profile on a 7945 phone, the Extension Mobility login is successful, but the phone resets afterwards and gets stuck in a "restarting" and then "Registering" loop. This was possible before, when the customer was running 6.1.4.1190-3.

Note: The phones are all on a SIP load. Initially, there were two extension mobility profiles for 7965 and 7945. The 7965 profile has 1 Directory Number and 5 Speed Dial buttons configured and was working fine.

Solution

This issue occurs only with SIP profile phones. The workaround is to reduce the number of Speed Dials on the 7965 profile to two or less, thereby enabling the user to log into the 7945 device using that profile. Perform these steps in order to reduce the number of Speed Dials:

  1. Log in to http://<server_name:portnumber>/ccmuser/, where server_name is the host on which the web server is installed.

  2. Enter the user ID and password of the user whom's speed dial you want to remove.

  3. Navigate to User Options > Device.

    cucm6x-em-error4.gif

  4. Choose Speed Dials.

    cucm6x-em-error5.gif

  5. Reduce the number of Speed Dials to two numbers by removing the other speed dial numbers.

  6. Click the Save icon in order to save your changes.

  7. Click Apply Config in the Speed Dial and Abbreviated Dial Configuration toolbar in order to apply the changes to your phone.

  8. An Apply Configuration dialog box displays, confirming the device you are configuring. Click OK in order to confirm the changes.

This issue is documented in Cisco bug ID CSCth32906 (registered customers only) .

7940/7960 displays "HTTP error [11]" when pressing Services/Directory button

Problem

This error message is received on several of your 7960 phones when you use Extension Mobility:

HTTP error [11]!

Most of the time, this message might show up while logging in and while using the phone directory.

Solution

The http error [11] is a known issue in these CCM versions:

  • 03.3(05)ES11

  • 04.0(02a)ES39

  • 04.0(02a)SR02a

  • 04.1(02)ES33

  • 04.1(03)ES06

Perform these steps in order to resolve the issue:

  1. Apply the IP phone load 7.2(2) or higher.

  2. Reset the phone.

    Note: The latest Firmware for the 7940/60 is 8.1(2).

This is already documented in Cisco bug ID CSCsa67239 (registered customers only) .

Error: Fatal error encountered while validating report XML with schema

Problem

When you try to generate the extension mobility report on Cisco Unified Reporting, this error message is received:

Fatal error encountered while validating report XML with schema: 
The reference to entity must end with the ';' delimiter.

Solution

This issue can happen if there is some special character in the name field. Remove the special character in order to resolve the issue.

Error: No Services Configured

Problem

After you upgrade CUCM from version 7.1.1 to version 7.1.5 , you receive this error when you try to access services: No Services Configured

Solution

Check the services for the phone or user profile selected. Also, ensure that voice VLAN is configured correctly. Restart the Cisco Extension Mobility and Tomcat service.

Error: Host Not Found

Problem

When you select extension mobility on the Cisco IP Phone, the host not found error message is received.

Solution

Restart the Cisco Tomcat service in order to resolve this issue.

Cisco IP Phone Extension Mobility Host Error

Problem

When you press the Services button and select the extension mobility service, you receive this error: Host not found.

Note:  There were two servers and the issue started since the publisher relocation.

Solution

Complete these steps in order to resolve this issue:

  1. On the CUCM Administration page, choose Device > Device Settings > Phone Services.

  2. Click Find, and select Extension Mobility service.

  3. Point the extension mobility service to the new IP address on the Service URL.

  4. Click Update Subscriptions.

  5. For Secure-Service URL, change the port to 8443, and reset the phone in order to submit the changes.

    cucm6x-em-error7.gif

Error: Login is unavailable (205)

Problem

You receive this error message when you try to log in to Extension Mobility:

Login is unavailable (205)

Solution

In order to resolve this issue, associate the phone to the Extension Mobility Controlled Profile.

Error: Login is unavailable (208) Login is Unsuccessful

Problem

After the gateway IP address on Cisco Unified Communications Manager is changed and the IP phones are updated to CUCM, you receive this error when you press Login service:

Login is unavailable (208) Login is Unsuccessful

Solution

This issue might occur if the Extension Mobility service is unable to reach the Tomcat certificate. In order to resolve this issue, regenerate the Tomcat certificate and then restart the Tomcat and EM service.

No Display of Caller Name and Caller Number

Problem

You do not receive caller name and caller number when logged in to Extension Mobility. However, when not using extension mobility, caller Information is displayed.

Solution

The problem occurs when a configuration error is received while creating a User Device Profile for a User. Complete these steps in order to create the User Device Profile:

  1. Choose Device > Device Settings > Device Profile, and click Add New.

  2. From the drop-down list, select the phone model to be configured (for example, Cisco 7960).

  3. Click Next.

  4. Enter a Device Profile Name (for example, "Your Name").

  5. From the Phone Button Template field, select Standard 7960 SCCP.

  6. Click Save.

  7. On the left-hand side of the screen, click the Line [1] - Add a new DN link.

  8. Choose a valid DN from your NIP, and enter that DN in the Directory Number field.

  9. Under Route Partition, select the required Partition.

  10. Under Directory Number Settings, choose a CSS of appropriate access.

  11. Enter any Call Forward and Call Pickup Settings as necessary.

  12. In the Display (Internal Caller ID), enter the User's name (if required).

  13. Click Save.

  14. From the Related Links: menu, select Subscribe/Unsubscribe Services.

  15. Under Select a Service, select Extension Mobility, and click Next.

  16. Click Subscribe.

  17. Click Save.

You are now able to see the caller information.

Error: login is unavailable (210)

Problem

The error login is unavailable (210) is received when you try to log in to Extension Mobility. The Extension Mobility App fails to initialize. Eventually this causes the database to block access.

You have already upgraded to version 8.0.3.21900-8 from version 8.0.2.40000-1.

Solution

In order to resolve the issue, complete these steps:

  1. Ensure that the EM URL is correct.

  2. Create a new device profile for the IP phone.

  3. Restart the EM service.

Related Information

Updated: Jan 31, 2013
Document ID: 109704