Table Of Contents
Troubleshooting Click to Call
Click to Call Configuration Files
Click to Call Log Files
Error Messages
Known Issues
Troubleshooting Click to Call
Revised: July 30, 2009
•
Click to Call Configuration Files
•Click to Call Log Files
•Error Messages
•Known Issues
Click to Call Configuration Files
The Click to Call configuration and log files are located in the following folder:
•Windows XP - C:\Documents and Settings\[Windows User Account Name]\Application Data\Cisco\Click to Call
•Windows Vista - C:\Users\[Windows User Account Name]\AppData\Roaming\Cisco\Click to Call
Table 5-1 describes the Click to Call configuration files.
Table 5-1
Configuration Files and Folders
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Description
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\Data\Outbound folder
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Outbound call log for the user
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\Log folder
|
Application log files
|
clicktocall.xml file
|
Application settings for the user
|
ClickToCallPhones.xml file
|
List of unsupported phone models
|
Click to Call Configuration File Descriptions
Related Topics
Click to Call Log Files
Click to Call Log Files
The Click to Call log files are located in the following folder:
•Windows XP - C:\Documents and Settings\[Windows User Account Name]\Application Data\Cisco\Click to Call\Log
•Windows Vista - C:\Users\[Windows User Account Name]\AppData\Roaming\Cisco\Click to Call\Log
The folders contain the following log files:
•clicktocall.log - Contains the application log
•MSclicktocall.log - Contains the Microsoft Office log
•OCclicktocall.log - Contains the Microsoft Outlook Contacts log
•PMclicktocall.log - Contains the Microsoft Outlook Persona Menu log
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
Click to Call Configuration Files
Error Messages
Table 5-2 shows the error messages that can be displayed on the Click to Call application, and describes a recommended action for each error message.
Table 5-2 Click to Call error messages and recommended actions
Error Displayed
|
Recommended Action
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A connection error occurred. Please ensure Click to Call is running
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•A call was attempted using the Click to Call functionality when the Click to Call application is not running.
•Ask the user to restart the Click to Call application.
|
A directory error occurred. Please contact your phone administrator
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•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.
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Cannot make call. Please ensure Click to Call is running
|
•Ask the user to restart the Click to Call application.
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Click to Call cannot find Cisco IP Communicator. Please ensure it is running or select another phone
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•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.
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Click to Call is not fully configured
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•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
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•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
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•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
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•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
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•This is an error sent from the Cisco WebDialer service. Contact your Cisco Unified Communications Manager system administrator.
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Service is temporarily unavailable. Retry the call. If the problem persists, please contact your phone administrator
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•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
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•This is an error sent from the Cisco WebDialer service. Contact your Cisco Unified Communications Manager system administrator.
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<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
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•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
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•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
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•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.
|
Known Issues
Problem: After the user installs Click to Call, the application fails to launch and an error is displayed.
Solution: Provide the appropriate workaround to your users:
(Microsoft Windows XP)
Step 1 Under the Start menu, select Regional and Language Options in the Control Panel.
Step 2 Change the locale from your locale to a different locale. For example, if your locale is English (United States), change to a different locale, such as English (United Kingdom).
Step 3 Click OK.
Step 4 Change the locale back to your locale, for example, English (United States).
Step 5 Click OK.
(Microsoft Windows Vista)
Step 1 Under the Start menu, select Regional and Language Options in the Control Panel.
Step 2 Select the Formats tab.
Step 3 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 4 Click OK.
Step 5 Change the locale back to your locale, for example, English (United States).
Step 6 Click OK.
