Cisco Unified CallManager Bulk Administration Guide, Release 5.0(4)
Troubleshooting BAT and Unified CM Auto-Register Phone Tool (Revised 09/15/06)
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Troubleshooting BAT and Unified CM Auto-Register Phone Tool

Table Of Contents

Troubleshooting BAT and Unified CM Auto-Register Phone Tool

Viewing Trace Configuration Files

BAT Log Files

Troubleshooting BAT

Troubleshooting BAT Performance

Troubleshooting BAT and Unified CM Auto-Register Phone Tool

Viewing Unified CM Auto-Register Phone Tool Log Files

Unified CM Auto-Register Phone Tool Error Messages

Related Topics


Troubleshooting BAT and Unified CM Auto-Register Phone Tool


For information about problems and messages that you might encounter when you are using Cisco Unified CallManager Bulk Administration (BAT) or Unified CM Auto-Register Phone Tool, use the following topics.

BAT Log Files

Viewing Trace Configuration Files

Troubleshooting BAT

Troubleshooting BAT and Unified CM Auto-Register Phone Tool

Unified CM Auto-Register Phone Tool Error Messages

Viewing Trace Configuration Files

Trace files provide a means of tracking problems in the functioning of a tool. The system writes trace files for BAT and Unified CM Auto-Register Phone Tool to the server on which BAT and Unified CM Auto-Register Phone Tool are installed. You can choose to enable or disable the writing of trace files feature from the Service Control window in Cisco Unified CallManager Serviceability.

This section describes the procedure to enable and disable the writing of trace files.

Use the following procedure to enable the feature.

Procedure


Step 1 In Cisco Unified CallManager Serviceability, choose Trace > Trace Configuration.

The Trace Configuration window displays.

Step 2 Choose the Cisco Unified CallManager server, from the Server drop-down list box.

Step 3 Choose one of the following services from the Configured Services drop-down list box.

For BAT trace file settings, choose Cisco Bulk Provisioning Service

For Unified CM Auto-Register Phone Tool trace file settings, choose Cisco Unified CM Auto-Register Phone Tool Service

Step 4 To activate the trace feature, click the Trace On check box.

Step 5 In the Trace Filter Settings, choose the trace level that you want to set from the Debug Trace Level drop-down list box. Click the desired debug trace level as described in Table 54-1.

Table 54-1 Debug Trace Levels

Level
Description

Fatal

Traces very severe error events that may cause the application to abort.

Error

Traces alarm conditions and events. Used for all traces that are generated in abnormal path. Uses minimum number of CPU cycles.

Warn

Traces potentially harmful situations.

Info

Traces the majority of servlet problems and has a minimal effect on system performance.

Debug

Traces all State Transition conditions plus media layer events that occur during normal operation.

Trace level that turns on all logging.


Step 6 Check the check boxes for Cisco Bulk Provisioning Service Trace Fields and Device Name Based Trace Monitoring, as needed.

Step 7 In the Trace Output Settings, enter values for the maximum number of files, maximum number of lines per file, and maximum number of minutes per file.

Step 8 Click Update.

The system enables the feature, and the trace files get written to the following locations on the server:

BAT trace files: activelog cm/trace/bps/log4j

Unified CM Auto-Register Phone Tool trace files: activelog cm/trace/taps/log4j

The BAT trace file displays in the following format:

bps<index number>.log

The Unified CM Auto-Register Phone Tool trace file displays in the following format

taps<index number>.log

where <index number> ranges from 1- 250.


Note To search the trace files, run the following command from the CLI: 'file get activelog cm/trace/bps/log4j' for BAT files, and `file get activelog cm/trace/taps/log4j' for TAPS files.


After you have configured information that you want to include in the trace files, you can collect and view trace files by using the trace and log central option in the Real-Time Monitoring Tool (RTMT). For more information, refer to Cisco Unified CallManager Serviceability System Guide.


Use the following procedure to disable the writing trace files feature.

Procedure


Step 1 In Cisco Unified CallManager Serviceability, choose Trace > Trace Configuration.

The Trace Configuration window displays.

Step 2 Choose the Cisco Unified CallManager server from the Server drop-down list box.

Step 3 Choose Cisco Bulk Provisioning Service from the Configured Services drop-down list box.

Step 4 To deactivate the trace feature, uncheck the Trace On check box.

Step 5 Click Update.

This action means that the feature is disabled.


BAT Log Files

BAT generates log files for each bulk transaction. The log file shows the key value of a record, so the administrator may reexamine the record. The MAC address of the phone serves as the key value when you are adding, updating, or modifying phones. When users are added, the User ID serves as the key value. To view the log files for each job that is created in BAT, find the appropriate job, by using "Finding a Job" section on page 51-3, and click on the link in the Log File Name column. A pop-up window displays the log file details of that job.

The log file names designate the operation that was performed and the time that the operation ended.

Log File Names—File name shows the Job ID, which is a unique identifier that the system creates when a job is submitted.

TimeStamp—The timestamp format that is included in the log file name specifies mmddyyyyhhmmss.

The log file name is of the format jobid#timestamp.txt

Additional Topics

See the "Related Topics" section.

Troubleshooting BAT

The following list describes some scenarios that could occur and provides possible resolutions.

Symptom    Bulk Administration menu does not display in Cisco Unified CallManager Administration.

Explanation    Bulk Administration menu is accessible only from first node of Cisco Unified CallManager.

Recommended Action    Make sure that you are logged into first node of Cisco Unified CallManager.

Symptom    Cannot access complete Bulk Administration functionality.

Explanation    After logging into Cisco Unified CallManager Administration, all the Bulk Administration windows are not accessible.

Recommended Action    This problem may arise due to restricted access to the application given to the User ID. Contact the System Administrator to be granted required permissions

Symptom    Export to BAT Format button does not work in BAT.xlt file.

Explanation    Clicking the Export to BAT Format button in the BAT.xlt file does not seem to do anything.

Recommended Action    Click a blank cell. The button can seem to be disabled if the cursor is on the text in a cell or in the text box.

Symptom    BAT Excel spreadsheet gives a compilation error while exporting data to the CSV format.

Explanation    Check the version of Microsoft Excel that you are using. Customers have reported problems with BAT.xlt when they were using Excel 97.

Recommended Action    Use Microsoft Excel 2000 version or higher.

Symptom    BAT Excel spreadsheet does not respond to actions.

Explanation    .BAT Excel spreadsheet does not respond to actions like Add More Lines and so on.

Recommended Action    .Ensure that Enable Macros option is selected while opening BAT Excel spreadsheet.To enable macros in BAT.xlt use the following steps:

a. Open BAT.xlt.

b. Go to Menu >Tools >Macro > Security.

c. Set the Security Level to Medium.

d. Close BAT.xlt and open it again. When prompted, choose Enable Macros.

Symptom    Data files (CSV) format do not match Phone Template/Sample File.

Explanation    The number of lines in the data file should be less than or equal to the number of lines that are configured in the BAT phone template, but is not. For example, the phone template has three lines, and, of these, Lines 1, 2, and 3 are configured. You should use a phone data file with up to three configured lines. 1111, 2222, 4444 results in Line1-1111, Line2-2222, Line3-none, Line4-4444.

Recommended Action    Check the BAT phone template that you intend to use. The number of lines that are specified on the CSV data file should not exceed the number of lines that are configured in the BAT phone template. Also, the number of speed dials that the CSV data file specifies should not exceed the maximum possible number of speed dials for the BAT phone template that you plan to use.

Symptom    Uploaded CSV file does not display in the File Name drop-down list box.

Explanation    The CSV file that you uploaded to Cisco Unified CallManager Server using File Upload Configuration widow, does not display in the File Name drop-down list box field for various operations. For example, if you uploaded a CSV file for inserting phones using Uploading/Downloading menu option in Bulk Administration menu, but the file does not appear as one of the options in the Insert Phone Configuration window File Name drop-down list box.

Recommended Action    Check and make sure that the file is uploaded for the right function. In the preceding example, the you might have uploaded the file for Phones - Insert All details, where as the CSV file actually belongs to Phones -Insert Specific details.
Delete the file through Upload/Download Files menu option and upload it for the right function.

Symptom    Jobs remain in Pending state even after the scheduled time expires.

Explanation    You schedule jobs with a specific scheduled time for execution. But, the jobs remain in Pending state, even after the scheduled time.

Recommended Action    Check for the following details:

a. Check that Cisco Bulk Provisioning Service (BPS) is started.

b. Check that there is no other job in Processing state. BPS can process only one job at a time.

c. Check if Stop Processing is requested for BPS transactions. If so, go to Job Scheduler window and click Start Processing.

Symptom    Jobs remain in Hold state.

Explanation    After you submit jobs with all the required data, the jobs show in Hold state on the job scheduler window. These jobs do not get executed.

Recommended Action    You need to activate jobs that are in Hold state, before they can be executed by BPS. Go to Job Scheduler window and follow the process to activate the job.

Symptom    Job does not display in the Find and List Jobs window.

Explanation    After you submit a job with all the required data, choose Bulk Administration > Job Scheduler. Enter the appropriate search criteria for the job you scheduled and click Find. The job does not display in the search results. Check if Hide is chosen in the third drop-down list box in the Search Options area of the Find and List Jobs window. This option hides all the completed jobs. If the job you submitted is already complete then it will not be displayed in the Search Results area.

Recommended Action    In the Find and List jobs window, choose Show from the third drop-down window and click Find again. The search results now display completed jobs also.

Symptom    Port number not configured in the template.

Explanation    The CSV file specified the port number, but no corresponding ports are configured in the BAT template.

Recommended Action    In the BAT template, configure the ports that you have specified in the CSV file.

Symptom    MAC address values are not allowed in the file if dummy MAC address values are desired.

Explanation    The CSV file contains MAC addresses. You cannot provide dummy MAC addresses when MAC addresses are present in any row in the CSV file.

Recommended Action    If you want to use dummy MAC addresses, create a new CSV file that contains only those records for which you have not specified MAC addresses. Alternatively, you can specify MAC addresses in the CSV file and not check the Create Dummy MAC Address check box.

Symptom    The BAT.xlt spreadsheet does not work with Microsoft Excel XP (Office XP)

Explanation    In Microsoft Excel packaged with Office XP, macro security is set to high by default. Due to this setting, macros in BAT.xlt cannot run which renders BAT.xlt unusable.

Recommended Action    To enable macros in BAT.xlt use the following steps:

a. Open BAT.xlt.

b. Go to Menu >Tools >Macro > Security.

c. Set the Security Level to Medium.

d. Close BAT.xlt and open it again. When prompted, choose Enable Macros.

Troubleshooting BAT Performance

Keep in mind that it is best to send bulk transactions during low-traffic periods. When you insert BAT files to the first node database during the time when Cisco Unified CallManager is processing a high volume of calls, the BAT transactions can be slow. In fact, you can adversely affect how Cisco Unified CallManager processes calls.

You can improve BAT performance by restricting the file size of the file to less than 12000 records per file.

You can also improve BAT performance by stopping the TFTP service before you insert the BAT files to the first node database. You must restart the TFTP service when the insert transaction complete.

Use the following procedure to stop the TFTP service on the Cisco Unified CallManager first node server.

Procedure


Step 1 In Cisco Unified CallManager Serviceability window, choose Tools > Control Center - Feature Services.

Step 2 Choose Cisco TFTP from the Unified CMService list by clicking the corresponding radio button.

Step 3 Click Stop and click OK.



Note You must restart the TFTP service when the insert transaction is complete. Use the same procedure and click Start to restart the service.


Additional Topics

See the "Related Topics" section.

Troubleshooting BAT and Unified CM Auto-Register Phone Tool

When you install Unified CM Auto-Register Phone Tool, you must install the application on the Cisco Unified CallManager CRS server console. If you attempt to use Windows Terminal Services to install Unified CM Auto-Register Phone Tool, you receive a message that indicates that Unified CM Auto-Register Phone Tool installation is not supported over Terminal Services.

As a general rule, Cisco recommends that you stop Cisco Unified CallManager Unified CM Auto-Register Phone Tool service when Unified CM Auto-Register Phone Tool is not in use. You can prevent undesired Unified CM Auto-Register Phone Tool usage by stopping the service, and you can save some CPU time.

Additional Topics

See the "Related Topics" section.

Viewing Unified CM Auto-Register Phone Tool Log Files

Unified CM Auto-Register Phone Tool generates a row of information for each

To view Unified CM Auto-Register Phone Tool log file, choose Bulk Administration > Unified CM Auto-Register Phone Tool > View Unified CM Auto-Register Phone Tool Log File.

Unified CM Auto-Register Phone Tool Error Messages

You may receive the following messages while running Unified CM Auto-Register Phone Tool on the Cisco CRS server.

Symptom    When dialing the Unified CM Auto-Register Phone Tool route point number, the caller receives a busy tone.

Explanation    The busy tone indicates that the maximum number of simultaneous sessions for Unified CM Auto-Register Phone Tool has been reached. The maximum number of sessions for Unified CM Auto-Register Phone Tool equals the number of ports that are assigned to the Unified CM Auto-Register Phone Tool application in CRS configuration.

Recommended Action    You must increase the number of ports that are assigned to Unified CM Auto-Register Phone Tool in CRS configuration to prevent this situation.

Symptom    When the Cisco CRS server starts, the JTAPI subsystem shows partial service or out of service

Explanation    Message occurs because of configuration problems in the Cisco Unified CallManager or the Cisco CRS server.

Recommended Action    Perform one or all of the following steps until the problem has been corrected:

Verify that Cisco Unified CallManager is started.

Make sure that JTAPI is installed on the Cisco CRS server.

Make sure that the JTAPI version on the CRS server is the same as the JTAPI version that is installed on Cisco Unified CallManager. If the version is not the same, install the JTAPI client from the Cisco Unified CallManager plug-ins window on the CRS server.

Verify that the CRS engine configuration has a valid application engine host name. You can use the IP address to eliminate name resolution issues.

Make sure that the Route Points and CTI ports are properly configured on the Cisco Unified CallManager.

Verify that the Allow control of device from CTI check box is checked for the JTAPI user; you can verify that this in the user window in Cisco Unified CallManager Administration.

Verify that the CTI Manager service is started.

Verify that the ports and the route point are associated to the user in the Cisco Unified CallManager user configuration.

For further troubleshooting, collect and review MIVR log files for Cisco CRS server. You can find these files on the CRS server in the following folder: C:\program files\wfavvid\log\.

Additional Topics

See the "Related Topics" section.

Related Topics

BAT Log Files

Viewing Trace Configuration Files

Troubleshooting BAT

Troubleshooting BAT Performance

Troubleshooting BAT and Unified CM Auto-Register Phone Tool