Troubleshooting Guide for Cisco CallManager, Release 4.0(1) - Cisco CallManager Attendant Console Issues [Cisco Unified Communications Manager (CallManager)]

Table Of Contents

Cisco CallManager Attendant Console Issues

Initialization of Telephony Error Message Displays

Initialization of Telephony Fails

Symptom

Probable Cause

Corrective Action

Attendant Cannot Access Server Error Message Displays

Symptom

Probable Cause

Corrective Action

Problems Making and Receiving Calls

Unable to Place Calls to Pilot Point

Symptom

Probable Cause

Corrective Action

Line Not Available

Symptom

Probable Cause

Corrective Action

Lines Disabled on Phone

Symptom

Probable Cause

Corrective Action

Directory Issues

Directory Window Does Not Display Users

Symptom

Probable Cause #1

Corrective Action #1

Probable Cause #2

Corrective Action #2

Voice Mail Issues

Incorrect Voice Mail Greeting Played

Symptom

Probable Cause

Corrective Action

Problems Using Cisco CallManager Attendant Console Interface

Text Displays Incorrect Language

Symptom

Probable Cause

Corrective Action

Speed Dial and Directory Windows Display Incorrect Line State

Symptom

Probable Cause

Corrective Action

Directory Numbers Appear in an Unknown Line State

Symptom

Probable Cause

Corrective Action

Cisco CallManager Serviceability Does Not Generate JTAPI Logs

JTAPI Logs Do Not Generate

Symptom

Probable Cause

Corrective Action

Collecting Server Logs

Solution To Collect All Server Logs

Symptom

Probable Cause

Corrective Action

Cisco CallManager Attendant Console Issues

This chapter covers solutions for the following most common issues related to the Cisco CallManager Attendant Console.

•Initialization of Telephony Error Message Displays

•Problems Making and Receiving Calls

–Unable to Place Calls to Pilot Point

–Line Not Available

–Lines Disabled on Phone

•Directory Issues

•Voice Mail Issues

•Problems Using Cisco CallManager Attendant Console Interface

–Speed Dial and Directory Windows Display Incorrect Line State

–Directory Numbers Appear in an Unknown Line State

•Cisco CallManager Serviceability Does Not Generate JTAPI Logs

•Collecting Server Logs

Initialization of Telephony Error Message Displays

This section addresses the following Cisco CallManager Attendant Console telephone initialization error message displays:

•Initialization of Telephony Fails

•Attendant Cannot Access Server Error Message Displays

Initialization of Telephony Fails

Symptom

The attendant received an error message that the initialization of telephony failed.

Probable Cause

You must check the Call Park Retrieval Allowed check box in the ac user profile in Cisco CallManager Administration.

Additional causes may include the following:

•The pilot point and/or the controlled phones are not in the controlled device list of the 'ac' user.

•No `ac' user exists.

•There is an `ac' user password mismatch.

•Enable CTI Application is not checked in the Cisco CallManager Administration

Corrective Action

Procedure

Step 1 From Cisco CallManager Administration, choose User > Global Directory.

The User Information window displays.

Step 2 In the User Search field, enter ac and click Search.

Step 3 From the resulting list of matching names, click the ac user name.

Step 4 Check the Call Park Retrieval Allowed check box.

Step 5 Click Update.

Attendant Cannot Access Server Error Message Displays

Symptom

When the attendant attempted to log in to the server, a dialog box stated that the attendant cannot access the server.

Probable Cause

The version of the attendant console that is on the attendant PC and the version of the attendant console that is available through Cisco CallManager Administration do not match.

Corrective Action

Upgrade the version of the attendant console that is running on the attendant PC.

Procedure

Step 1 From each Cisco CallManager Attendant Console PC, browse into a server that is running Cisco CallManager Administration and log in with administrative privileges.

Tip To browse into the server, enter http://<CM-server-name>/CCMAdmin/main.asp, where <CM-server-name> equals the name of the server, in the Address bar in the web browser.

Step 2 From Cisco CallManager Administration, choose Application > Install Plugins.

Step 3 Click the icon for the Cisco CallManager Attendant Console.

The Cisco CallManager Attendant Console installation wizard runs.

Step 4 To acknowledge the installation, click Yes.

Step 5 In the initial installation wizard window, click Next.

Step 6 You can install the attendant console to the default location or use the Browse button to specify a new location; after specifying a location, click Next.

Step 7 In the Ready to Install window, click Next.

Step 8 After the installation program finishes installing files, choose whether you want to restart the computer now or later; then, click Finish.

Step 9 If prompted, restart the computer.

After you install the application, you can configure or update any attendant console settings that you did not configure during the installation process.

Problems Making and Receiving Calls

This section addresses the following Cisco CallManager Attendant Console issues related to problems when making or receiving calls:

•Unable to Place Calls to Pilot Point

•Line Not Available

•Lines Disabled on Phone

Unable to Place Calls to Pilot Point

Symptom

When a user calls the pilot point the user gets a reorder tone.

Probable Cause

The pilot point and/or the controlled phones are not in the controlled device list of the 'ac' user.

Corrective Action

You must configure one user named "ac" in Cisco CallManager Administration and associate the attendant phones and the pilot points with the user. If you do not configure this user, the attendant console cannot interact with CTIManager, and the attendant cannot receive calls.

Procedure

Step 1 From Cisco CallManager Administration, choose User > Add a New User.

The User Information window displays.

Step 2 In the First Name and Last Name fields, enter ac or another name that you can remember.

Step 3 In the User ID field, enter ac.

Step 4 In the User Password field, enter 12345.

Step 5 In the Confirm Password field, enter 12345.

Step 6 Enter a PIN and telephone number.

Step 7 Check the Enable CTI Application Use check box. You must check this box for the attendant console to interact with CTIManager.

Step 8 Check the Call Park Retrieval Allowed check box.

If you forget to check the check box, an error message displays when the attendant attempts to log in to the attendant PC.

Step 9 Click Insert.

Step 10 Make sure that you associate the devices with the ac user.

Line Not Available

Symptom

The attendant received an error message that the selected line is not available.

Probable Cause

The line supports a configurable number of calls at the same time. If the attendant line supports two calls and you use Line 1 for transferring a call, and attendant placed another call on hold on the same line, the line that the attendant chose will be unavailable for use. The line remains unavailable until the attendant completes one of the tasks.

Corrective Action

To increase the number of calls supported by a line, peform the following procedure:

Procedure

Step 1 Choose Device > Phone.

The Find and List Phones window displays.

Step 2 Enter search criteria to locate a specific phone.

A list of phones that match the search criteria displays.

Step 3 Click the name of the phone to update.

The Phone Configuration window displays.

Step 4 From the Directory Numbers list, click the line that you want to update.

The Directory Number Configuration window displays.

Step 5 In the Maximum Number of Calls field, enter the number of calls you want the line to support.

Step 6 Click Update.

Step 7 For the changes to take effect, click Reset Devices.

A message indicates the number of devices that you want to restart.

Step 8 Click OK to restart the devices.

Lines Disabled on Phone

Symptom

The lines on the attendant phone are disabled in Cisco CallManager Attendant Console.

Probable Cause

The pilot point and/or the controlled phones are not in the controlled device list of the ac user.

Corrective Action

Use the following procedure to create an ac user and associate the pilot points and attendant phones with this user.

Procedure

Step 1 From Cisco CallManager Administration, choose User > Add a New User.

The User Information window displays.

Step 2 In the First Name and Last Name fields, enter ac or another name that you can remember.

Step 3 In the User ID field, enter ac.

Step 4 In the User Password field, enter 12345.

Step 5 In the Confirm Password field, enter 12345.

Step 6 Enter a PIN and telephone number.

Step 7 Check the Enable CTI Application Use check box. You must check this box for the attendant console to interact with CTIManager.

Step 8 Check the Call Park Retrieval Allowed check box.

If you forget to check the check box, an error message displays when the attendant attempts to log in to the attendant PC.

Step 9 Click Insert.

Step 10 Make sure that you associate the devices with the ac user.

Step 11 In the Application Profiles column of the User Information window, click Device Association.

Step 12 Perform one of the following tasks:

a. To view all devices, click Select Devices, and go to Step 13.

b. To limit the list of available devices to a specific selection, enter the criteria by which you want to search by using the following methods:

•Choose device name, description, or directory number.

•Choose the comparison operator.

•Enter a text or number entry.

•Click Select Devices, and go to Step 13.

Step 13 Check the check box(es) of the attendant console phones/pilot points that you must associate with the user.

Step 14 Click Update to assign the phones/pilot points to the ac user.

Directory Issues

This section addresses the following Cisco CallManager Attendant Console issue: Directory Window Does Not Display Users, and provides various probable causes and corrective actions.

Directory Window Does Not Display Users

Symptom

Users that were added in Cisco CallManager Administration do not appear in the Directory window of Cisco CallManager Attendant Console.

Probable Cause #1

The server only extracts the user list from the directory when one of the following conditions occurs:

•The Cisco TCD service starts and the Directory Sync Period service parameter specifies a non-zero interval.

•The interval specified in the Directory Sync Period service parameter expires.

•You change the value of the Directory Synch Period service parameter in Cisco CallManager Administration.

The Cisco CallManager Attendant Console loads the user list only at login.

Corrective Action #1

The attendant needs to login again after any one of the previous conditions occurs.

Probable Cause #2

Cisco CallManager Attendant Console does not display users without telephone numbers.

Corrective Action #2

Make sure that all relevant users have phone numbers listed for them in the directory.

Procedure

Step 1 From Cisco CallManager Administration, choose User > Global Directory.

The User Information window displays.

Step 2 In the User Search field, enter the appropriate search criteria and click Search.

Step 3 From the resulting list of matching names, click the name of the user to which you want to add a phone number.

Step 4 In the Telephone Number field, enter the user telephone number.

Step 5 Click Update.

Voice Mail Issues

This section addresses the following Cisco CallManager Attendant Console voice mail issue: Incorrect Voice Mail Greeting Played.

Incorrect Voice Mail Greeting Played

Symptom

When a call is not answered at the attendant and forwarded to voice mail, the voice mail system plays the attendant greeting instead of the pilot point greeting.

Probable Cause

The Reset Original Called service parameter specifies True.

Corrective Action

Procedure

Step 1 Choose Service > Service Parameters.

Step 2 From the Server drop-down list box, choose the Attendant Console server.

Step 3 From the Service drop-down list box, choose the Cisco Telephony Call Dispatcher service.

Step 4 From the Reset Original Called drop-down list box, choose False.

Problems Using Cisco CallManager Attendant Console Interface

This section addresses the following Cisco CallManager Attendant Console interface issues:

•Text Displays Incorrect Language

•Speed Dial and Directory Windows Display Incorrect Line State

•Directory Numbers Appear in an Unknown Line State

Text Displays Incorrect Language

Symptom

Some text displays in English, while other text displays in the language that the attendant chose in the Cisco CallManager Attendant Console dialog box.

Probable Cause

The latest locale installer that is available for the chosen language is not installed.

Corrective Action

You must install the latest locale installer that is available for your chosen language. Refer the Cisco IP Telephony Locale Installer documentation that is available on the web at http://www.cisco.com/univercd/cc/td/doc/product/voice/locinst/index.htm.

Speed Dial and Directory Windows Display Incorrect Line State

Symptom

The Speed Dial window and the Directory window do not display the correct line state.

Probable Cause

Line state updates from the server to the client are sent using UDP packets. If a NAT device or a firewall separates the client and server, then the client will most likely not receive line state updates from the server.

Corrective Action

Ensure that both client and server are on the same side of the NAT device or the firewall.

Directory Numbers Appear in an Unknown Line State

Symptom

Line states of some directory numbers appear in an unknown state.

Probable Cause

The Cisco TCD service is not started on all Cisco CallManager servers from which the phones receive call-processing services.

Corrective Action

Start the Cisco TCD services on all CallManager servers from which the phones receive call-processing services.

Procedure

Step 1 From the Cisco CallManager Administration window, choose Application > Cisco CallManager Serviceability.

The Cisco CallManager Serviceability window displays.

Step 2 Choose Tools > Control Center.

The Control Center window displays the list of servers in the Cisco CallManager cluster.

Step 3 From the Servers column, choose the server where you want to start the Cisco TCD service.

The window displays the services for the server that you chose, the status of the services, and a service control panel to stop or start a service.

Step 4 Click the radio button next to the Cisco TCD service.

Step 5 Click the Start button.

The Service Status symbol changes from a square to an arrow.

Cisco CallManager Serviceability Does Not Generate JTAPI Logs

This section addresses the following Cisco CallManager Attendant Console issue: JTAPI Logs Do Not Generate.

JTAPI Logs Do Not Generate

Symptom

You changed the trace level from Error to Detailed, but the JTAPI logs are still not generated.

Probable Cause

JTAPI trace levels are set at the initialization time of JTAPI and are not changed later.

Corrective Action

Use the following procedure to restart the Cisco Telephony Call Dispatcher service:

Procedure

Step 1 From the Cisco CallManager Administration window, choose Application > Cisco CallManager Serviceability.

The Cisco CallManager Serviceability window displays.

Step 2 Choose Tools > Control Center.

The Control Center window displays the list of servers in the Cisco CallManager cluster.

Step 3 From the Servers column, choose the server where you want to restart the Cisco TCD service.

The window displays the services for the server that you chose, the status of the services, and a service control panel to stop or start a service.

Step 4 Click the radio button next to the Cisco TCD service.

Step 5 Click the Restart button.

Collecting Server Logs

This section addresses the following Cisco CallManager Attendant Console issue for collecting server logs: Solution To Collect All Server Logs.

Solution To Collect All Server Logs

Symptom

Need a solution to collect all server-side logs.

Probable Cause

To debug server issues, collect the following traces:

•CCM

•CTI

•SDL CCM

•SDL CTI

•TCD

•JTAPI

Corrective Action

Execute accollectlogs.bat from
C:\Program Files\Cisco\CallManagerAttendant\bin directory

There are three optional parameters required:

•-directory <directory_name>—Directory where the Cisco CallManager traces exists

•-time <n_minutes>—Collect last <n_minutes> worth of logs

•-output <zip_file_name>—The name of the output zip file

	Troubleshooting Guide for Cisco CallManager, Release 4.0(1)
	Cisco CallManager Attendant Console Issues
Troubleshooting Guide for Cisco CallManager, Release 4.0(1) Preface Troubleshooting Overview Troubleshooting Tools Installation, Backup, and Restore Issues Cisco CallManager System Issues Directory Issues Device Issues Dial Plans and Routing Issues Cisco CallManager Services Issues Voice Messaging Issues Cisco CallManager Attendant Console Issues Opening a Case With TAC Case Study: Troubleshooting Intracluster Phone Calls Case Study: Troubleshooting Cisco IP Phone-to-Cisco IOS Gateway Calls Case Study: Troubleshooting Intercluster Phone Calls Index	Download this chapter Cisco CallManager Attendant Console Issues Download the complete book PDF of Entire Book (PDF - 2 MB) Feedback Table Of Contents Cisco CallManager Attendant Console Issues Initialization of Telephony Error Message Displays Initialization of Telephony Fails Symptom Probable Cause Corrective Action Attendant Cannot Access Server Error Message Displays Symptom Probable Cause Corrective Action Problems Making and Receiving Calls Unable to Place Calls to Pilot Point Symptom Probable Cause Corrective Action Line Not Available Symptom Probable Cause Corrective Action Lines Disabled on Phone Symptom Probable Cause Corrective Action Directory Issues Directory Window Does Not Display Users Symptom Probable Cause #1 Corrective Action #1 Probable Cause #2 Corrective Action #2 Voice Mail Issues Incorrect Voice Mail Greeting Played Symptom Probable Cause Corrective Action Problems Using Cisco CallManager Attendant Console Interface Text Displays Incorrect Language Symptom Probable Cause Corrective Action Speed Dial and Directory Windows Display Incorrect Line State Symptom Probable Cause Corrective Action Directory Numbers Appear in an Unknown Line State Symptom Probable Cause Corrective Action Cisco CallManager Serviceability Does Not Generate JTAPI Logs JTAPI Logs Do Not Generate Symptom Probable Cause Corrective Action Collecting Server Logs Solution To Collect All Server Logs Symptom Probable Cause Corrective Action Cisco CallManager Attendant Console Issues This chapter covers solutions for the following most common issues related to the Cisco CallManager Attendant Console. •Initialization of Telephony Error Message Displays •Problems Making and Receiving Calls –Unable to Place Calls to Pilot Point –Line Not Available –Lines Disabled on Phone •Directory Issues •Voice Mail Issues •Problems Using Cisco CallManager Attendant Console Interface –Speed Dial and Directory Windows Display Incorrect Line State –Directory Numbers Appear in an Unknown Line State •Cisco CallManager Serviceability Does Not Generate JTAPI Logs •Collecting Server Logs Initialization of Telephony Error Message Displays This section addresses the following Cisco CallManager Attendant Console telephone initialization error message displays: •Initialization of Telephony Fails •Attendant Cannot Access Server Error Message Displays Initialization of Telephony Fails Symptom The attendant received an error message that the initialization of telephony failed. Probable Cause You must check the Call Park Retrieval Allowed check box in the ac user profile in Cisco CallManager Administration. Additional causes may include the following: •The pilot point and/or the controlled phones are not in the controlled device list of the 'ac' user. •No `ac' user exists. •There is an `ac' user password mismatch. •Enable CTI Application is not checked in the Cisco CallManager Administration Corrective Action Procedure Step 1 From Cisco CallManager Administration, choose User > Global Directory. The User Information window displays. Step 2 In the User Search field, enter ac and click Search. Step 3 From the resulting list of matching names, click the ac user name. Step 4 Check the Call Park Retrieval Allowed check box. Step 5 Click Update. Attendant Cannot Access Server Error Message Displays Symptom When the attendant attempted to log in to the server, a dialog box stated that the attendant cannot access the server. Probable Cause The version of the attendant console that is on the attendant PC and the version of the attendant console that is available through Cisco CallManager Administration do not match. Corrective Action Upgrade the version of the attendant console that is running on the attendant PC. Procedure Step 1 From each Cisco CallManager Attendant Console PC, browse into a server that is running Cisco CallManager Administration and log in with administrative privileges. Tip To browse into the server, enter http://<CM-server-name>/CCMAdmin/main.asp, where <CM-server-name> equals the name of the server, in the Address bar in the web browser. Step 2 From Cisco CallManager Administration, choose Application > Install Plugins. Step 3 Click the icon for the Cisco CallManager Attendant Console. The Cisco CallManager Attendant Console installation wizard runs. Step 4 To acknowledge the installation, click Yes. Step 5 In the initial installation wizard window, click Next. Step 6 You can install the attendant console to the default location or use the Browse button to specify a new location; after specifying a location, click Next. Step 7 In the Ready to Install window, click Next. Step 8 After the installation program finishes installing files, choose whether you want to restart the computer now or later; then, click Finish. Step 9 If prompted, restart the computer. After you install the application, you can configure or update any attendant console settings that you did not configure during the installation process. Problems Making and Receiving Calls This section addresses the following Cisco CallManager Attendant Console issues related to problems when making or receiving calls: •Unable to Place Calls to Pilot Point •Line Not Available •Lines Disabled on Phone Unable to Place Calls to Pilot Point Symptom When a user calls the pilot point the user gets a reorder tone. Probable Cause The pilot point and/or the controlled phones are not in the controlled device list of the 'ac' user. Corrective Action You must configure one user named "ac" in Cisco CallManager Administration and associate the attendant phones and the pilot points with the user. If you do not configure this user, the attendant console cannot interact with CTIManager, and the attendant cannot receive calls. Procedure Step 1 From Cisco CallManager Administration, choose User > Add a New User. The User Information window displays. Step 2 In the First Name and Last Name fields, enter ac or another name that you can remember. Step 3 In the User ID field, enter ac. Step 4 In the User Password field, enter 12345. Step 5 In the Confirm Password field, enter 12345. Step 6 Enter a PIN and telephone number. Step 7 Check the Enable CTI Application Use check box. You must check this box for the attendant console to interact with CTIManager. Step 8 Check the Call Park Retrieval Allowed check box. If you forget to check the check box, an error message displays when the attendant attempts to log in to the attendant PC. Step 9 Click Insert. Step 10 Make sure that you associate the devices with the ac user. Line Not Available Symptom The attendant received an error message that the selected line is not available. Probable Cause The line supports a configurable number of calls at the same time. If the attendant line supports two calls and you use Line 1 for transferring a call, and attendant placed another call on hold on the same line, the line that the attendant chose will be unavailable for use. The line remains unavailable until the attendant completes one of the tasks. Corrective Action To increase the number of calls supported by a line, peform the following procedure: Procedure Step 1 Choose Device > Phone. The Find and List Phones window displays. Step 2 Enter search criteria to locate a specific phone. A list of phones that match the search criteria displays. Step 3 Click the name of the phone to update. The Phone Configuration window displays. Step 4 From the Directory Numbers list, click the line that you want to update. The Directory Number Configuration window displays. Step 5 In the Maximum Number of Calls field, enter the number of calls you want the line to support. Step 6 Click Update. Step 7 For the changes to take effect, click Reset Devices. A message indicates the number of devices that you want to restart. Step 8 Click OK to restart the devices. Lines Disabled on Phone Symptom The lines on the attendant phone are disabled in Cisco CallManager Attendant Console. Probable Cause The pilot point and/or the controlled phones are not in the controlled device list of the ac user. Corrective Action Use the following procedure to create an ac user and associate the pilot points and attendant phones with this user. Procedure Step 1 From Cisco CallManager Administration, choose User > Add a New User. The User Information window displays. Step 2 In the First Name and Last Name fields, enter ac or another name that you can remember. Step 3 In the User ID field, enter ac. Step 4 In the User Password field, enter 12345. Step 5 In the Confirm Password field, enter 12345. Step 6 Enter a PIN and telephone number. Step 7 Check the Enable CTI Application Use check box. You must check this box for the attendant console to interact with CTIManager. Step 8 Check the Call Park Retrieval Allowed check box. If you forget to check the check box, an error message displays when the attendant attempts to log in to the attendant PC. Step 9 Click Insert. Step 10 Make sure that you associate the devices with the ac user. Step 11 In the Application Profiles column of the User Information window, click Device Association. Step 12 Perform one of the following tasks: a. To view all devices, click Select Devices, and go to Step 13. b. To limit the list of available devices to a specific selection, enter the criteria by which you want to search by using the following methods: •Choose device name, description, or directory number. •Choose the comparison operator. •Enter a text or number entry. •Click Select Devices, and go to Step 13. Step 13 Check the check box(es) of the attendant console phones/pilot points that you must associate with the user. Step 14 Click Update to assign the phones/pilot points to the ac user. Directory Issues This section addresses the following Cisco CallManager Attendant Console issue: Directory Window Does Not Display Users, and provides various probable causes and corrective actions. Directory Window Does Not Display Users Symptom Users that were added in Cisco CallManager Administration do not appear in the Directory window of Cisco CallManager Attendant Console. Probable Cause #1 The server only extracts the user list from the directory when one of the following conditions occurs: •The Cisco TCD service starts and the Directory Sync Period service parameter specifies a non-zero interval. •The interval specified in the Directory Sync Period service parameter expires. •You change the value of the Directory Synch Period service parameter in Cisco CallManager Administration. The Cisco CallManager Attendant Console loads the user list only at login. Corrective Action #1 The attendant needs to login again after any one of the previous conditions occurs. Probable Cause #2 Cisco CallManager Attendant Console does not display users without telephone numbers. Corrective Action #2 Make sure that all relevant users have phone numbers listed for them in the directory. Procedure Step 1 From Cisco CallManager Administration, choose User > Global Directory. The User Information window displays. Step 2 In the User Search field, enter the appropriate search criteria and click Search. Step 3 From the resulting list of matching names, click the name of the user to which you want to add a phone number. Step 4 In the Telephone Number field, enter the user telephone number. Step 5 Click Update. Voice Mail Issues This section addresses the following Cisco CallManager Attendant Console voice mail issue: Incorrect Voice Mail Greeting Played. Incorrect Voice Mail Greeting Played Symptom When a call is not answered at the attendant and forwarded to voice mail, the voice mail system plays the attendant greeting instead of the pilot point greeting. Probable Cause The Reset Original Called service parameter specifies True. Corrective Action Procedure Step 1 Choose Service > Service Parameters. Step 2 From the Server drop-down list box, choose the Attendant Console server. Step 3 From the Service drop-down list box, choose the Cisco Telephony Call Dispatcher service. Step 4 From the Reset Original Called drop-down list box, choose False. Problems Using Cisco CallManager Attendant Console Interface This section addresses the following Cisco CallManager Attendant Console interface issues: •Text Displays Incorrect Language •Speed Dial and Directory Windows Display Incorrect Line State •Directory Numbers Appear in an Unknown Line State Text Displays Incorrect Language Symptom Some text displays in English, while other text displays in the language that the attendant chose in the Cisco CallManager Attendant Console dialog box. Probable Cause The latest locale installer that is available for the chosen language is not installed. Corrective Action You must install the latest locale installer that is available for your chosen language. Refer the Cisco IP Telephony Locale Installer documentation that is available on the web at http://www.cisco.com/univercd/cc/td/doc/product/voice/locinst/index.htm. Speed Dial and Directory Windows Display Incorrect Line State Symptom The Speed Dial window and the Directory window do not display the correct line state. Probable Cause Line state updates from the server to the client are sent using UDP packets. If a NAT device or a firewall separates the client and server, then the client will most likely not receive line state updates from the server. Corrective Action Ensure that both client and server are on the same side of the NAT device or the firewall. Directory Numbers Appear in an Unknown Line State Symptom Line states of some directory numbers appear in an unknown state. Probable Cause The Cisco TCD service is not started on all Cisco CallManager servers from which the phones receive call-processing services. Corrective Action Start the Cisco TCD services on all CallManager servers from which the phones receive call-processing services. Procedure Step 1 From the Cisco CallManager Administration window, choose Application > Cisco CallManager Serviceability. The Cisco CallManager Serviceability window displays. Step 2 Choose Tools > Control Center. The Control Center window displays the list of servers in the Cisco CallManager cluster. Step 3 From the Servers column, choose the server where you want to start the Cisco TCD service. The window displays the services for the server that you chose, the status of the services, and a service control panel to stop or start a service. Step 4 Click the radio button next to the Cisco TCD service. Step 5 Click the Start button. The Service Status symbol changes from a square to an arrow. Cisco CallManager Serviceability Does Not Generate JTAPI Logs This section addresses the following Cisco CallManager Attendant Console issue: JTAPI Logs Do Not Generate. JTAPI Logs Do Not Generate Symptom You changed the trace level from Error to Detailed, but the JTAPI logs are still not generated. Probable Cause JTAPI trace levels are set at the initialization time of JTAPI and are not changed later. Corrective Action Use the following procedure to restart the Cisco Telephony Call Dispatcher service: Procedure Step 1 From the Cisco CallManager Administration window, choose Application > Cisco CallManager Serviceability. The Cisco CallManager Serviceability window displays. Step 2 Choose Tools > Control Center. The Control Center window displays the list of servers in the Cisco CallManager cluster. Step 3 From the Servers column, choose the server where you want to restart the Cisco TCD service. The window displays the services for the server that you chose, the status of the services, and a service control panel to stop or start a service. Step 4 Click the radio button next to the Cisco TCD service. Step 5 Click the Restart button. Collecting Server Logs This section addresses the following Cisco CallManager Attendant Console issue for collecting server logs: Solution To Collect All Server Logs. Solution To Collect All Server Logs Symptom Need a solution to collect all server-side logs. Probable Cause To debug server issues, collect the following traces: •CCM •CTI •SDL CCM •SDL CTI •TCD •JTAPI Corrective Action Execute accollectlogs.bat from C:\Program Files\Cisco\CallManagerAttendant\bin directory There are three optional parameters required: •-directory <directory_name>—Directory where the Cisco CallManager traces exists •-time <n_minutes>—Collect last <n_minutes> worth of logs •-output <zip_file_name>—The name of the output zip file
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