Cisco WebAttendant

Document ID: 5307

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Cisco WebAttendant User Cannot Log In
      Possible Cause: Incorrect User ID or Password Problem
      Possible Cause: Incorrect IP Phone MAC Address Associated with the Cisco WebAttendant Client
      Possible Cause: TCD Service is not Running on the Server
      Possible Cause: No IP Connectivity
      Possible Cause: Misconfigured Port Numbers
User Database not Available
      Possible Cause: Remote Users Folder not Available
Calls to Attendant Console Pilot Point Fail
      Problem
      Solution
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Related Information

Introduction

This document is part of a document set. Refer to the index for this set, Installing and Configuring Cisco WebAttendant for CallManager 3.1, for information on each of these documents.

Prerequisites

Requirements

There are no specific requirements for this document.

Components Used

This document is not restricted to specific software and hardware versions.

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

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Cisco WebAttendant User Cannot Log In

This section explains some basic troubleshooting tasks for the Cisco WebAttendant client application.

Possible Cause: 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.

Client: Use Settings on the Cisco WebAttendant Console.

Server: Use Service > Cisco WebAttendant > Cisco WebAttendant User Configuration on the main Cisco CallManager menu.

Possible Cause: Incorrect IP Phone MAC Address Associated with the Cisco WebAttendant Client

Verify that the correct MAC address is used.

Client: Use Settings on the Cisco WebAttendant Console.

Note: Make certain that the SEP prefix is included.

Server: Use Device > Phone > Find on the main Cisco CallManager menu.

Make certain that the IP Phone can be reached when dialed from another extension.

Possible Cause: TCD Service is not Running on the Server

Server: Use Service > Control Center on the main Cisco CallManager menu.

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

Possible Cause: No IP Connectivity

Ping the Cisco CallManager server from the PC.

Client: Use Start > Run > Command > ping <ip-address>, where ip-address is the address of the Cisco CallManager server.

Note: If the ping test fails, 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.

Possible Cause: Misconfigured Port Numbers

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

Client: Use Settings on the Cisco WebAttendant Console.

User Database not Available

Possible Cause: 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 Start > Shutdown > Close all programs and logon as a different user menu option on the PC. This is known to cause the connection to the remote folder to reset itself in order for you to connect to it. When you log back on, try to browse the mapped drive, e: in this case. If you are able to browse the drive, then Cisco WebAttendant is 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.

Calls to Attendant Console Pilot Point Fail

Problem

Calls to the Attendant Console Pilot Point fail, and the Error ACRMISocketFactory: rmi socket exception error message appears.

Solution

Restart the CTI service in Cisco Callmanager in order to resolve the Error ACRMISocketFactory: rmi socket exception error message.

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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