Table Of Contents
Troubleshooting
If you experience an error message or other difficulty when using Cisco IP Phone Messenger, these tips can assist you.
Resolving Error Messages
Cisco IP Phone Messenger will display error messages if it encounters a problem. See the following table for tips on understanding and resolving these errors.
Error Title Error Text ExplanationSend message failure
Your message to <user ID> could not be delivered. User may have logged off.
The contact likely logged off just as you were sending the message. Check the contact's availability and re-send the message.
Presence status failure
Due to unavailability of presence services at this time, presence status may not be working correctly. Please notify your system administrator.
Contact your system administrator.
System configuration error
You were trying to access IP Phone Messenger service from a device not provisioned on Cisco CallManager server. Please work with your system administrator to get this device configured.
Contact your system administrator.
Add Contact Failure
No UserID matches the extension you entered. Press OK to enter another extension, or Cancel to contact list.
You must enter a valid extension number of a contact within your organization.
Adding Contact Failed
Invalid, duplicate, or non-existing contact name.
You must enter a valid extension number of a contact within your organization.
Failed to enable Meeting Notification
Please contact your Administrator to see if the Meeting Notification feature has been configured or not.
The Meeting Notification feature has not been configured on the system.
Host Not Found
Cisco IP Phone Messenger is not available. Contact your system administrator for assistance.
Invalid Meeting
You were trying to access a non-existing meeting which may have been deleted from server. Press Exit to go back.
The meeting shown on the Cisco IP Phone Messenger screen does not exist in the mail server. It may have been deleted over time.
Invalid Message Identifier
You were trying to retrieve a message that had been deleted from the EPAS server. Press Ok or Exit to return to IP Phone Messenger main menu.
If you are logged into more than one phone at a time, Multi-login state. Was deleting messages on one phone and attempting to view one on another.
Invalid PIN
Your PIN is invalid. Press Retry to re-enter your PIN.
Your phone has PIN protection enabled, but you have not entered the correct PIN. If you need additional assistance, contact your system administrator to verify your PIN.
Login Failed
Login failed. Your UserID or PIN was invalid. Press Retry to re-enter your UserID and PIN.
Cisco IP Phone Messenger requires that you enter your PIN when logging in. You have entered an incorrect PIN. If you need additional assistance, contact your system administrator to verify your PIN.
Login Failed
Login failed due to server error. Please contact your system administrator.
When using an unassigned phone, Cisco IP Phone Messenger requires that you enter your user ID when logging in. You have entered an incorrect user ID. See Entering Text on the Phone, page 13 to verify that you are entering your user ID correctly. If you need additional assistance, contact your system administrator to verify your user ID.
Multi-login Alert
You are currently logged in from other phones. Press Yes to log out of other phones (recommended for security reasons). Press No to leave other phones logged in.
Incoming messages will show on all your other logged-in phones in addition to this phone. Press OK to go to the main menu.
You are attempting to log into Cisco IP Phone Messenger on more than one phone. Although this is supported, you should be aware that all instant messages will appear on each phone. This might be a privacy concern.
Query operation failed
The calendar server may be down. Please make sure the server is up and running.
The Cisco IP Phone Messenger server could not connect to the meeting server either because the meeting server is down or due to a configuration problem.
Refresh Interval
Invalid refresh interval. Enter a number between 7 and 3600.
You cannot enter an interval outside the given range (in seconds).
Session Timer
Invalid session timer. Enter a number between 1 and 9999.
You cannot enter an interval outside the given range (in minutes).
Frequently Asked Questions
The following table provides you with answers to some common questions about Cisco IP Phone Messenger.
Question Explanation Cisco IP Phone Messenger Phone ServiceWhy is the Msg softkey unavailable when I am attempting to send a message to someone on my contact list?
The contact has selected a status that does not allow any incoming messages. Check the contact's status. See Displaying Availability of a Contact, page 26.
Why is the Dial softkey unavailable when I am attempting to call someone on my contact list?
The contact has selected a status that does not allow any incoming calls. Check the contact's status. See Displaying Availability of a Contact, page 26.
Why do I have to enter my PIN every time I try to access the Messages list or Settings?
You have enabled PIN Protection. See Protected messages, page 30.
Why do some of my contacts always display as unavailable?
•Cisco IP Phone Messenger interacts with Cisco Unified Personal Communicator. If a user is using an unlicensed version of that program, that user's status always displays as unavailable.
•The contacts might have you on a blocked watcher list.
Cisco IP Phone Messenger User OptionsI am accessing the User Options web page, but I do not see any of the options mentioned.
Contact your system administrator to verify that you are:
•Accessing the User Options web pages for Cisco IP Phone Messenger, not Cisco Unified CallManager. See Logging into Cisco IP Phone Messenger, page 10.
•Configured to access Cisco IP Phone Messenger features. If you are not set up to access these features, they do not appear on your User Options web pages.
Why do I have to re-enter my user name and password?
The User Options web pages automatically log you out after a period of inactivity for increased security.
I am accessing the correct User Options web page, but I cannot log in using my user name and password.
Contact your system administrator to verify that you are:
•Using the correct link to the User Options web pages.
•Entering the correct user name and password.
•Registered as a licensed user.
•Assigned access to the User Options web pages.