Cisco WebAttendant

Document ID: 17741

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Problem
Solutions
      Incorrect User ID or Password Problem
      Incorrect IP Phone MAC Address Associated with the WebAttendant Client
      TCD Service is not Running on the Server
      No IP Connectivity
      Misconfigured Port Numbers
Problem
Solution
      Remote Users Folder not Available
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Related Information

Introduction

This document is part ten of a ten document set. For information on each of these documents, consult the index for this set Installing and Configuring Cisco WebAttendant for CallManager 3.0.

This document provides basic troubleshooting tasks for the Cisco WebAttendant client application.

Prerequisites

Requirements

There are no specific requirements for this document.

Components Used

The information in this document is based on these software and hardware versions:

• Cisco CallManager 3.0

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

For more information on document conventions, refer to the Cisco Technical Tips Conventions.

Problem

The Cisco WebAttendant user is unable to log in.

Solutions

This section contains possible causes and solutions to fix the problem.

Incorrect User ID or Password Problem

Verify that the user ID and password are the same on the Cisco WebAttendant client and the WebAttendant user configuration on the server.

To verify this on the client, go to Settings on the Cisco WebAttendant console.

To verify this on the server, go to Use Service > Cisco WebAttendant > Cisco WebAttendant User Configuration on the main Cisco CallManager menu.

Incorrect IP Phone MAC Address Associated with the WebAttendant Client

Verify that the correct MAC address was used.

To verify this on the client, go to Settings on the Cisco WebAttendant console.

Note: Make certain that the "SEP" prefix has been included.

To verify this on the server, go to Device > Phone > Find on the main Cisco CallManager menu.

Note: Make certain that the IP phone can be reached by dialing it from another extension.

TCD Service is not Running on the Server

To determine if the Telephony Call Dispatcher (TCD) service is running or not, go to Service > Control Center on the main Cisco CallManager menu.

The TCD service should have the triangle as shown. If the square box is displayed you need to start the service.

No IP Connectivity

Ping the Cisco CallManager server from the PC.

On the client, go to Start > Run > Command, and issue the ping ip-address command, where ip-address is the address of the Cisco CallManager server.

Note: If the ping test fails, you need to investigate issues such as the IP addresses used by the server and the client. If the two devices are on a separate IP subnet, verify the default gateways on both devices.

Misconfigured Port Numbers

Verify that the port numbers have not been altered. The ports are TCD (4321) and Line State Server (LSS) (3224).

To verify this on the client, go to Settings on the Cisco WebAttendant console.

Problem

The user database is not available

Solution

This section contains a possible cause and solutions to fix the problem.

Remote Users Folder not Available

If you receive an error such as Computer or Sharename cannot be found. Make sure that you typed it correctly when you started the Cisco WebAttendant client application. There is either something wrong with your access to the Cisco CallManager server or to the network itself.

Try going to Start > Shutdown > Close all programs and logon as a different user menu option on the PC. This has been known to cause the connection to the remote folder to reset itself so that you can connect to it. When you have logged back on, try browsing the mapped drive, e: in this case. If you are able to browse the drive, then Cisco WebAttendant should be able to access the database. If you are not able to browse the drive, you have a network problem that is unrelated to Cisco WebAttendant.

Return to the index page.

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Related Information

• Voice Technology Support
• Voice and Unified Communications Product Support
• Recommended Reading: Troubleshooting Cisco IP Telephony
• Technical Support & Documentation - Cisco Systems