Cisco Emergency Responder 8.6 Troubleshooting Guide
Troubleshooting Cisco Unified CM Configuration Problems
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Troubleshooting Cisco Unified Communications Manager Configuration Problems

Table Of Contents

Troubleshooting Cisco Unified Communications Manager Configuration Problems

Emergency Responder Does Not Register With The Route Points and CTI Ports Configured For Its Use

Emergency Responder Does Not Delete Cisco Unified CM

Updating Cisco Emergency Responder After You Add Devices


Troubleshooting Cisco Unified Communications Manager Configuration Problems


This chapter covers topics that help you troubleshoot issues that you might encounter when Cisco Emergency Responder (Emergency Responder) interacts with Cisco Unified Communications Manager (Cisco Unified CM).

Emergency Responder Does Not Register With The Route Points and CTI Ports Configured For Its Use

Emergency Responder Does Not Delete Cisco Unified CM

Updating Cisco Emergency Responder After You Add Devices

Additional problems with symptoms that involve emergency call failures are discussed in the "Troubleshooting Emergency Call Problems" section on page 2-1.

Emergency Responder Does Not Register With The Route Points and CTI Ports Configured For Its Use

You may encounter the following issue when working with Emergency Responder.

Symptom    Emergency Responder does not register with the route points and CTI ports configured for its use.

Recommended Action    Ensure that the route points and CTI ports are associated with the Cisco Unified CM/Cisco Emergency Responder user (see the Creating a Cisco Emergency Responder Cisco Unified CallManager User section in the Cisco Emergency Responder 8.6 Administration Guide). Ensure that the CTI Manager on the Cisco Unified CM server (or the DC Directory on a Windows-based Cisco Unified CM server) is running properly.

Emergency Responder Does Not Delete Cisco Unified CM

You may encounter the following problem when deleting a Cisco Unified CM from the Emergency Responder configuration.

Symptom    When trying to delete a Cisco Unified CM from the Cisco Emergency Responder configuration, Emergency Responder prevents me and displays the message "Phone tracking in progress."

Recommended Action    You cannot delete a Cisco Unified CM server from the Emergency Responder configuration while a phone tracking process is in progress. You should try again after the deletion process has ended.

Updating Cisco Emergency Responder After You Add Devices

You must create a Cisco Unified CM user for Emergency Responder use and CTI ports and route points that must be assigned to the user before Emergency Responder tries to create a provider with the Emergency Responder cluster. Emergency Responder only registers the CTI ports and route points that are associated with the user when the provider is created. Thus, the devices you add to the user after starting Emergency Responder are not registered by Emergency Responder.

If you add devices to the Emergency Responder user in Cisco Unified CM, you can force Emergency Responder to recreate the provider using one of these techniques:

Restart the Emergency Responder server.

Delete the Cisco Unified CM server from the Emergency Responder configuration and re-enter it.

Change the backup CTI Manager setting for the Cisco Unified CM server in the Emergency Responder configuration and click Update. This forces Emergency Responder to log off the provider and recreate it.

Change the name of the user in Cisco Unified CM, or create a new user, and associate all devices with it. Then update the Emergency Responder configuration to use the new user.