Troubleshooting Guide for Cisco Unity Connection Release 9.x
Troubleshooting Phone View in Cisco Unity Connection 9.x
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Troubleshooting Phone View in Cisco Unity Connection 9.x

Table Of Contents

Troubleshooting Phone View in Cisco Unity Connection 9.x

Problems with Phone View in Cisco Unity Connection 9.x

Application User Is Configured Incorrectly

User Phone Configuration Is Not Correct

Phone System Integration Is Configured Incorrectly

Using Traces to Troubleshoot Phone View Issues in Cisco Unity Connection 9.x


Troubleshooting Phone View in Cisco Unity Connection 9.x


The Phone View feature is supported only with Cisco Unified Communications Manager phone system integrations.

The Phone View feature may not function correctly outside a firewall or through a VPN router.

Requirements for Phone View are available in the "Requirements for Cisco Unity Connection Phone View" section of System Requirements for Cisco Unity Connection Release 9.x, available at http://www.cisco.com/en/US/docs/voice_ip_comm/connection/9x/requirements/9xcucsysreqs.html.

See the following sections:

Problems with Phone View in Cisco Unity Connection 9.x

Using Traces to Troubleshoot Phone View Issues in Cisco Unity Connection 9.x

Problems with Phone View in Cisco Unity Connection 9.x

Use the troubleshooting information in this section if an error message appears when the user attempts to use Phone View. Consider the following possible causes:

The application user is configured incorrectly. See the "Application User Is Configured Incorrectly" section.

The user phone configuration is not correct. See the "User Phone Configuration Is Not Correct" section.

The phone system integration is configured incorrectly. See the "Phone System Integration Is Configured Incorrectly" section.

Application User Is Configured Incorrectly

The problem may be caused by the incorrect configuration of the application user on the Cisco Unified Communications Manager server.

Do the following procedure to verify the configuration of the application user.

To Verify the Configuration of the Application User


Step 1 In Cisco Unified Communications Manager Administration, on the User Management menu, select Application User.

Step 2 On the Find and List Application Users page, select Find.

Step 3 Select the user ID of the application user that is used by Phone View.

Step 4 On the Application User Configuration page, under Application User Information, select Edit Credential.

Step 5 On the Credential Configuration page, confirm that the following check boxes are checked:

User Must Change at Next Login

Does Not Expire

Step 6 Select Save.

Step 7 In the Related Links box, select Back to User and select Go.

Step 8 On the Application User Configuration page, under Application User Information, in the Password field, reenter the password.

Step 9 In the Confirm Password field, reenter the password.

Step 10 Under Device Information, in the Controlled Devices field, confirm that the devices that are associated with the application user account are correct.

Step 11 Select Save.

Step 12 On the System menu, select Enterprise Parameters.

Step 13 On the Enterprise Parameters Configuration page, under Phone URL Parameters, in the URL Authentication field, confirm that the URL is correct.

Step 14 If you made any changes, select Save.


User Phone Configuration Is Not Correct

One possible cause may be that the configuration on the user phone is not current. You can reboot the phone so that it reloads the configuration from the Cisco Unified CM server.

Another possible cause is that the user phone is not supported. See the "Requirements for Cisco Unity Connection Phone View" section of System Requirements for Cisco Unity Connection Release 9.x, available at http://www.cisco.com/en/US/docs/voice_ip_comm/connection/9x/requirements/9xcucsysreqs.html.

Phone System Integration Is Configured Incorrectly

The problem may be caused by the incorrect configuration of the Cisco Unified CM phone system integration in Cisco Unity Connection Administration.

Do the following procedures.

To Verify the Configuration of the Cisco Unified Communications Manager Phone System Integration


Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Phone System.

Step 2 On the Search Phone Systems page, select the name of the phone system.

Step 3 On the Phone System Basics page, under Phone View Settings, confirm that the Enable Phone View check box is checked.

Step 4 In the CTI Phone Access Username field, confirm that the name of the application user in Cisco Unified CM Administration is correct.

Note that the name of the application user is case-sensitive.

Step 5 In the CTI Phone Access Password field, reenter the password of the application user in Cisco Unified CM Administration.

Step 6 Select Save.


To Verify the Configuration of the User


Step 1 In Cisco Unity Connection Administration, expand Users, then select Users.

Step 2 On the Search Users page, select the name of the user.


Note If the user does not appear in the search results table, set the applicable parameters in the search fields at the top of the page, and select Find.


Step 3 On the Edit User Basics page, on the Edit menu, select Phone Menu.

Step 4 On the Phone Menu page, under Finding Messages with Message Locator, confirm that the Enable check box is checked.

Step 5 Confirm that the Enable Phone View check box is checked.

Step 6 Select Save.


Using Traces to Troubleshoot Phone View Issues in Cisco Unity Connection 9.x

You can use traces to troubleshoot Phone View issues. For detailed instructions on enabling the applicable traces and viewing the trace logs, see the "Diagnostic Traces in Cisco Unity Connection 9.x" chapter.