Installation Guide for Click to Call Release 8.0
Troubleshooting Click to Call
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Troubleshooting Click to Call

Table Of Contents

Troubleshooting Click to Call

Configuration Files

Log Files

Creating Problem Reports

Error Messages

Security Alerts or Certificate Warnings

Known Issues

Application Fails to Start

Click to Call Menu Items Are Not Removed From Internet Explorer After Uninstall

Microsoft Persona Menu Is Not Displayed In Microsoft Applications

Troubleshooting Citrix Issues


Troubleshooting Click to Call


Revised: June 17, 2010

Configuration Files

Log Files

Creating Problem Reports

Error Messages

Security Alerts or Certificate Warnings

Known Issues

Troubleshooting Citrix Issues

Configuration Files

The Click to Call configuration and log files are located in the following folders:

Windows XP: <drive>:\Documents and Settings\<Windows-user-account-name>\Application Data\Cisco\Click to Call

Windows Vista and Windows 7: <drive>:\Users\Windows-user-account-name>\AppData\Roaming\Cisco\Click to Call

Table 7-1 describes the Click to Call configuration files.

Table 7-1

Configuration Files and Folders
Description

\Data\Outbound folder

Outbound call log for the user

\Log folder

Application log files

clicktocall.xml file

Application settings for the user

ClickToCallPhones.xml file

List of unsupported phone models

..\Cisco Unified Communications folder

Encrypted credentials file


Click to Call Configuration File Descriptions

Related Topics

Log Files

Log Files

The following table lists the log files that are stored in the Click to Call log folder:

Filename
Contains Logs Relating To...

CiscoCallApplication.log

Phone functionality.

ClickToCallMain.log

Quick launch area of the taskbar and the configuration dialog box.

CommunicatorProcess.log

The SharePoint communicator process.

EXCEL.exe.log
OUTLOOK.exe.log
POWERPOINT.exe.log
WORD.exe.log
InternetExplorer.exe.log

Functions that are available when you right-click to use Click to Call.

Also, Smart Tags for Outlook and Internet Explorer.


The following log files are also available:

%TEMP%\ClickToCallInstall.log: Contains the installation application log file.

%C2CInstallDir%\logging\Fusion: Contains Microsoft assembly binding logging.

Each log file rolls over when the maximum file size is reached, for example, clicktocall.log.1, clicktocall.log.2 and so on. The maximum number of log files is ten. Each log file stores up to 100KB of logged data.

The Click to Call installer log file is called install.log and is also located in the C:\Program Files\Cisco Systems\Click to Call folder.

Related Topics

Configuration Files

Creating Problem Reports

If a user encounters a problem with Click to Call, the user can create a problem report. The user can enter a description of the problem, and this is included in an automatically-generated report. The report contains logs and other data that can help to analyze the problem.

If Click to Call is installed locally, the report is saved to the desktop of the user. The user can send this file to the system administrator.

If Click to Call is made available in a virtualized environment, the report is saved to the desktop folder of the user on the Citrix server. The system administrator must retrieve the report from this location.

To run the problem reporting tool, do one of the following:

Windows XP users—Select Start > Programs > Cisco Click to Call > Problem Reporting Tool.

Other Windows users—Select Start > All Programs > Cisco Click to Call > Problem Reporting Tool.

Citrix users—Sign into Citrix XenApp and select Problem Reporting Tool. If your users do not have the problem reporting tool available, you must publish it to your users.

Related Topics

Click to Call Executable Files, page 1-2

Publishing Click to Call with Citrix XenApp, page 6-2

Error Messages

Table 7-2 shows the error messages that can be displayed on the Click to Call application, and describes a recommended action for each error message.

Table 7-2 Click to Call Error Messages and Recommended Actions

Error Displayed
Recommended Action

A directory error occurred. Please contact your phone administrator

The Cisco Unified Communications Manager directory service may be down.

Allow a short time lapse and retry your connection. If the error occurs again, contact your Cisco Unified Communications Manager system administrator.

A service error occurred. Retry the call. If the problem persists, please contact your phone administrator

An internal error occurred in the WebDialer application.

Contact your Cisco Unified Communications Manager system administrator.

Click to Call cannot find Cisco IP Communicator. Please ensure it is running or select another phone

Ask the user to verify that their Cisco IP Communicator soft phone is running properly, or to select a phone to use with the Click to Call application.

Click to Call is not fully configured

One or more mandatory fields in the Login screen have been left blank.

Ask the user to enter the missing information in the Login screen, and retry the login.

Destination cannot be reached

The user dialed the wrong number, or you have not applied the correct dialing rules.

Check that the Cisco WebDialer service is configured to use the application dialing rules on Cisco Unified Communications Manager.

Login failed. Please make sure your user name and password are correct

Provide the user with the correct username and password for the Cisco Unified Communications Manager server.

Ask the user to enter this username and password in the Login screen, and retry the login.

No phone is available. Please contact your phone administrator

Ask the user to verify and refresh the phone preferences in the Phones screen of the Click to Call Preferences.

No phone has been selected for use with Click to Call. Please select a phone

The user has no phone selected to use with the Click to Call application.

Ask the user to select a phone to use with the application from the Click to Call.

Proxy authentication rights could not be found. Please contact your phone administrator

This is an error sent from the Cisco WebDialer service. Contact your Cisco Unified Communications Manager system administrator.

Service is temporarily unavailable. Retry the call. If the problem persists, please contact your phone administrator

The Cisco Unified Communications Manager service is overloaded because it has reached its throttling limit of two concurrent sessions.

Allow a short time lapse and retry your connection. If the error occurs again, contact your Cisco Unified Communications Manager system administrator.

The service is overloaded. Retry the call. If the problem persists, please contact your phone administrator

The Cisco Unified Communications Manager service is overloaded because it has reached its throttling limit of two concurrent sessions.

Allow a short time lapse and retry your connection. If the error occurs again, contact your Cisco Unified Communications Manager system administrator.

The URL you requested is not available. Please contact your phone administrator

Provide the user with the correct Cisco Web Dialer and/or Device Query service IP address.

Ask the users to enter this information in the Login screen, and retry the login.

The XML command is not available in the request. Please contact your phone administrator

This is an error sent from the Cisco WebDialer service. Contact your Cisco Unified Communications Manager system administrator.

<Number> cannot be converted to a valid phone number

The phone number the user has entered is invalid.

Ask the user to edit the phone number and try to make the call.

The maximum phone number length is 32 digits

The phone number the user has entered is too long.

Ask the user to edit the phone number and try to make the call.

Invalid XML command. Please contact your phone administrator

This is an error sent from the Cisco WebDialer service. Contact your Cisco Unified Communications Manager system administrator.

Cisco WebDialer service cannot be found. Please ensure you entered the correct address

Provide the user with the correct Webdialer server address.

Ask the user to enter this server address in the Login screen, and retry the login.

The call failed. Please ensure you are logged into your Extension Mobility device. If the problem persists contact your phone administrator

There is a call request already in progress on the phone device, or the the Cisco WebDialer service could not get a line on the phone device from the CTI.

Allow a short time lapse and retry your connection. If the error occurs again, contact your Cisco Unified Communications Manager system administrator.

There is no configuration available, please enter your details in the next configuration window

Ask the user to select OK to close the error message. The Click to Call Preferences dialog box is displayed automatically. Ask the user to enter the appropriate configuration details for their phone in the dialog box.


Security Alerts or Certificate Warnings

Problem   You must install the Cisco Unified Communications Manager certificate in the Trusted Root Certification Authorities folder on every client computer that is running Click to Call. If the certificate is not installed in the Trusted Root Certification Authorities folder, a Security Alert window is displayed every time the user tries to use Click to Call. The Security Alert window displays the following message:

This page requires a secure connection which includes server authentication.

The Certificate Issuer for this site is untrusted or unknown. Do you wish to proceed?

Solution   To install the security certificate, perform the following steps:

1. In the Security Alert window, select View Certificate.

2. In the Certificate window, select Install Certificate.

3. Select Next.

4. Select Place all certificates in the following store and select Browse.

5. Select Trusted Root Certification Authorities and select OK.

6. Select Next and accept the remaining defaults to complete the Certificate Import Wizard.

Related Topics

Installing the Cisco Unified Communications Manager Certificate, page 5-4

Known Issues

Application Fails to Start

Problem   After the user installs Click to Call, the application fails to start and an error is displayed.

Solution   Provide the appropriate workaround to your users:


Step 1 Do one of the following:

Windows XP: Under the Start menu, select Regional and Language Options in the Control Panel.

Windows Vista: Under the Start menu, select Regional and Language Options in the Control Panel, then select the Formats tab.

Windows 7: Under the Start menu, select Clock, Language, and Region in the Control Panel, select Region and Language, then select the Formats tab.

Step 2 Change the locale from your locale to a different locale in the Current Format menu. For example, if your locale is English (United States), change to a different locale, such as English (United Kingdom).

Step 3 Select OK.

Step 4 Change the locale back to your locale, for example, English (United States).

Step 5 Select OK.


Click to Call Menu Items Are Not Removed From Internet Explorer After Uninstall

Problem   When you uninstall Click to Call, the Click to Call menu items are not removed from Internet Explorer.

Solution   

To resolve this issue, remove the following registry keys:

HKEY_CURRENT_USER\Software\Microsoft\Internet Explorer\MenuExt\Ca&ll

HKEY_CURRENT_USER\Software\Microsoft\Internet Explorer\MenuExt\Call with E&dit

If there are multiple users of the system, you must also remove the above registry keys for every user located under HKEY_USERS.

Microsoft Persona Menu Is Not Displayed In Microsoft Applications

Problem   The Persona menu is not displayed in Microsoft Outlook and SharePoint applications and therefore the Additional Actions menu is not displayed.

Solution   To resolve this issue for Microsoft Office 2003 and 2007 installations, set the value of the following registry key on the user profile to 1:

Microsoft Office 2003 Installations: Software\Policies\Microsoft\Office\11.0\Outlook\IM\Enabled

Microsoft Office 2007 Installations: Software\Policies\Microsoft\Office\12.0\Outlook\IM\Enabled

You can distribute the registry key to users using a Group Policy Object (GPO).

If you are using Microsoft Office 2010, when you click on the online status indicator next to a contact in Outlook or SharePoint, a contact card is displayed instead of the Persona menu. The Additional Actions menu is only available from the Persona menu. This is expected behavior.

Related Topics

Distributing the Server Address Using the Group Policy Feature on Microsoft Active Directory, page 3-6

Troubleshooting Citrix Issues

If you encounter a problem with Click to Call in a Citrix environment, perform the following basic troubleshooting tasks:

1. Check that the Click to Call registry keys are configured appropriately.

2. Check if the Click to Call plug-ins are present on the server where the problem occurs.

3. If the problem relates to Microsoft Office, check that:

The macro security is configured appropriately.

The COM add-in is enabled.

4. Check if the environment contains a mix of 32-bit and 64-bit servers. In this situation, if a user launched the Click to Call configuration from a 64-bit server, then accessed Internet Explorer from a 32-bit server, there will be a conflict in the paths in the user profile. If this is the case, you need to reinstall Click to Call on the different servers, ensuring that the installation path to the executable files is the same on every server.

Related Topics

Creating Problem Reports