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Cisco Unified Communications Manager (CallManager)

Cisco Unified Communications Manager 7.x: AXL Authentication Failed Message

Document ID: 109796

Updated: Mar 17, 2011

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Introduction

This document discusses how to troubleshoot the AXL Authentication issues with Cisco Unified Communications Manager 7.x.

Prerequisites

Requirements

Cisco recommends that you have knowledge of the Cisco Unified Communications Manager 7.x administration.

Components Used

The information in this document is based on the Cisco Unified Communications Manager 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.

Problem

When the user tries to configure some of the Unified Contact Center Applications in the Cisco Unified Communications Manager 7.x cluster, any one of these error messages can appear:

Cisco Unified CM Authentication Failed because of AXL Authentication

Or

Cisco Unified CM Authentication Failed because of CCMAXL Exception

Or

Unified CM Authentication Failed because of UnknownHostAXL

Or

Cisco Unified CM Authentication Failed because AXL service possibly disabled/stopped. Check the Cisco AXL web service on Unified CM.

Or

The requested resource (/axl) is not available

For example, these Contact Center Applications were installed successfully, and then, when the users try to configure these applications, an error message appears.

  • Cisco Unified Contact Center Express

  • Customer Response Solutions

The error message can appear in any one of these situations:

  • The server is not a Cisco Unified Communications Manager.

  • The IP address/hostname is invalid.

  • The Server does not exist in the network.

  • The Cisco Unified Communications Manager service and AXL service were deactivated.

  • The AXL web service was not started in the Cisco Unified Communications Manager Serviceability, and the AXL API access permissions were not enabled for these specific users.

Solution

Use these two steps in order to resolve this issue:

  1. Start the AXL Web Service

  2. Set the AXL API Access Permissions

Start the AXL Web Service

The AXL web service is disabled by default in the Cisco Unified Communications Manager. You must start the service before you use the AXL APIs.

  1. From the Cisco Unified Communications Manager Administration window, choose Navigation > Cisco Unified Communications Manager Serviceability.

  2. Choose Tools > Service Activation.

  3. From the Server box, choose the server, and click GO.

  4. From the Database and Admin Services section, choose Cisco AXL Web Service, and click Save in order to start this service.

Set the AXL API Access Permissions

Perform these steps to create a new user group:

  1. From the Cisco Unified Communications Manager Administration window, choose User Management > UserGroup.

  2. The Find and List User Groups window appears. Choose Add New in order to create a new User Group.

  3. Assign a name for this user group, and click Save.

Proceed with these steps to add AXP API access for the newly created user group:

  1. From the Cisco Unified Communications Manager Administration window, choose User Management > UserGroup.

  2. The Find and List User Groups window appears. Choose the newly created user group.

  3. Choose Role, and the User Group Configuration window appears.

    Click Assign Role to Group.

  4. The Find and List Roles window appears.

    Choose Standard AXL API Access, and click Add Selected.

  5. On the User Group Configuration page, click Save.

Perform these steps to add a user to the newly created user group:

  1. Choose User Management > User Group.

  2. Choose the newly created user group.

    Click Add End Users to Group to add the end users to this user group

  3. Choose the user, and click Add Selected.

    On the User Group Configuration page, click Save.

AXL Communication Error

The supervisors are not able to monitor Agent calls due to an AXL communication error. Also, the Unified Contact Center Express server is receiving this error in the event viewer:

Could not get the MAC address for extension
 from the CallManager database.

Solution

Perform these steps in order to resolve this issue:

  1. Restart the AXL Service in Cisco Unified Communications Manager.

  2. Restart the Cisco Sync Service and the Voipmonitor Service on the Unified Contact Center Express server.

Related Information

Updated: Mar 17, 2011
Document ID: 109796