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Troubleshooting Cisco Unified Enterprise Attendant Console Issues

Cisco - Troubleshooting Cisco Unified Enterprise Attendant Console Issues

Document ID: 112181

Updated: Mar 19, 2012

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Introduction

Cisco Unified Enterprise Attendant Console is an efficient application especially designed for handling calls and messages. This application enables you to answer calls from a pre-defined set of queues and transfer them to desired extensions.

The application enables you to perform comprehensive tasks such as Call Conference, Call Transfer, Call Parking and Call Retrievals. The user-friendly design of the application gives speed and flexibility, and also facilitates you to manipulate calls with simple mouse clicks or keystrokes.

This document describes the error message and the workaround related to the Cisco Unified Enterprise Attendant Console.

Prerequisites

Requirements

There are no specific requirements for this document.

Components Used

The information in this document is based on the Cisco Unified Enterprise Attendant Console 3.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.

Salutation Pops Up and Device Gets Locked

Problem

When a new call comes in, a salutation pops up. When you try to answer the call, it intermittently freezes.

Solution

In order to resolve the issue, perform these steps:

  1. From the View Menu of Cisco Unified Enterprise Attendant Console, press Ctrl-F7 in order to turn off the salutation.

  2. On the Cisco Unified Enterprise Attendant Console (CUEAC) Web Admin page, go to User Configuration > Queue Management, and clear the Salutation field.

    This step disables the Salutation.

Note: This issue is fixed in CUEAC version 3.1.1.520.

This is documented in Cisco bug ID CSCtf56917 (registered customers only) .

Unable to Reset or Recover the CUEAC Admin Password

Problem

You are unable to reset the admin password in CUEAC 8.0.

Solution

Complete these steps in order to reset or recover the admin password:

  1. Go to Start > Programs > SQL 2008 > Server Management Studio.

  2. Click New Query, and run this query:

    UPDATE [ATTCFG].[dbo].[Agent_Details]
       SET Password = NULL
     WHERE Login_Type = 'SUP' AND Login_Name = 'ADMIN'
  3. Open the Control Panel, go to Service Management, and restart the Attendant Console Server service.

  4. Log in to the app admin: user is ADMIN; no password is required.

  5. Once you are on the app admin page, you can set a new password.

Unable to Upload the CUEAC License

Problem

With CUEAC 8.x, you are unable to upload the original license file.

Solution

Complete these steps in order to resolve the issue:

  1. Go to Start > Programs > Administrative Tools > Internet Information Service (IIS) Manager.

  2. Under local host, browse to Web Sites > Default Web Site > WebAdmin, right-click WebAdmin, and choose Properties.

  3. In the WebAdmin Properties window, click the Directory Security tab.

  4. Click the Edit button located in the Authentication and access control section.

    cueac-salutation-popup-01.gif

    In the Authentication Methods window, you can see the user account used for Anonymous access. In case of default installation, this shows the Administrator account.

  5. Replace this account with an alternate local administrator account. Be sure to provide a password for this user account in the Password field.

  6. Click OK.

  7. Click OK or Apply to close all open IIS dialog boxes.

Unable to Install CUEAC

Problem

This error message is received when you attempt to install Cisco Unified Enterprise Attendant Console:

Error -1603

Solution

Cisco Unified Enterprise Attendant Console is not supported on a 64-bit operating system. You must install CUEAC on a 32-bit Windows server.

Unable to Log in to CUEAC

Problem 1

After CUEAC 8.5(1) installation, you are unable to log in to the CUEAC, and you receive this error message:

API failed to be initialed.

Solution

In order to resolve the issue, you must enable ASP.NET under IIS service.

Problem 2

You are unable to log in to the CUEAC, and you receive this error message:

A connection Failure has occurred attempting to connect to server x.x.x.x, using server
port 1859. Please ensure the server is active, and the logging in information is correct.

Solution

Disable the firewall in order to resolve this issue.

CUEAC Phone Status is "Out of service"

For information on how to troubleshoot this issue, refer to CUEAC Phone status is "Out of service".

Attendant Console for Win7 64-bit

This table lists the client requirements for the Attendant Console to be compatible with the Windows 7 operating system.

Product Component Hardware and Software Requirements
Cisco Unified Business Attendant Console
  • Pentium IV Entry-Level specification
  • 1 GB RAM
  • 1 GB available hard disk drive
  • 100 network card
  • CD-ROM or DVD drive
  • SVGA (1024 x 768) display card with correct drivers
  • Sound card
  • 17-in. monitor (highly recommended)
  • Windows Small Fonts
  • Windows 7 (32-bit or WoW64), Vista Professional plus SP2 (32-bit), or Windows XP Professional with SP2

Images and icons appear scrambled/incorrectly on CUEAC web admin page

Problem

After a fresh installation of the Cisco Attendant Console, the web admin page displays with errors, and you are unable to see the icons and menu links.

Solution

This issue can occur if the IIS service on Service Manager does not have any roles assigned. Complete these steps in order to resolve the issue:

  1. Click Add Role Services under IIS Services (Service Manager).

  2. Make these selections under common HTTP features:

    1. Static Content

    2. Directory Browsing

    3. HTTP Errors

  3. Enable Static Content Compression and Dynamic Content Compression under Performances.

  4. Issue the iisreset command from the command line in order to install these new services and restart the IIS service.

Related Information

Updated: Mar 19, 2012
Document ID: 112181