Cisco CallManager Extended Services Administrator Guide - Troubleshooting Cisco CallManager Extended Services [Cisco Unified Communications Manager (CallManager)]

Table Of Contents

Troubleshooting Cisco CallManager Extended Services

Clearing Problems with Cisco CallManager Extension Mobility

Clearing General Problems

Clearing Errors in Cisco CallManager Extension Mobility

Clearing Problems with Cisco CallManager AutoAttendant

Troubleshooting Cisco CallManager Extended Services

This section provides information on troubleshooting error messages for CiscoCallManagerExtendedServices. The following topics are included:

• Clearing Problems with CiscoCallManager ExtensionMobility

• Clearing Problems with CiscoCallManager AutoAttendant

Clearing Problems with Cisco CallManager Extension Mobility

This section provides information for:

• Clearing General Problems

• Clearing Errors in CiscoCallManagerExtensionMobility

Clearing General Problems

Start with these general troubleshooting tips if any problems occur with Cisco CRA applications:

•Check that you have thoroughly and correctly performed:

–all the installation steps in the "Installing CiscoCallManagerExtendedServices" section on page2-3

–all the configuration procedures in the "Configuring CiscoCallManager ExtensionMobility" section on page3-1

•Try http://hostname:8080. Make sure that the embedded web server is running.

•Check that the port number is 8080. Remember that the default port number is 8080.

•Make sure that the URL is correct. Remember that the URL is case-sensitive.

Clearing Errors in Cisco CallManager Extension Mobility

Use the information in this section to clear problems which have error messages associated with them.

Unknown Error from Service

Action Verify that all the Cisco CallManager services are running.

Application Authentication Error

Action Perform the following tasks:

1. Check the UserID and Password of the Extension Mobility user you created in Creating a New Application User, page3-7.

2. Verify that you added the UserID and Password correctly in the "Adding the LoginApplication" section on page3-10 and the "Adding the LogoutApplication" section on page3-13.

Device Does Not Allow Logon

Action In the phone configuration page, make sure that "Enable Extension Mobility Feature" is selected. See the "Subscribing to the Cisco CallManager Login Service" section on page 3-32 .

Device Profile Does Not Exist

Action Ensure that there is a Default Device Profile associated with the user. See "Creating the Default Device Profile for a User" section on page 3-26 .

Directory Service Error

Action The LDAP Directory has a problem. There may a problem with the DirUser.jar file on the server machine.

Proxy Not Allowed

Action Make sure that the Cisco CallManager Extension Mobility user has "Authentication Proxy Rights" enabled. See the "Creating a New Application User" section on page 3-7 .

Another User Logged In

Action Logout the user by selecting the Logout Service. Log back in to allow login access to the second user.

No User Logged In

Action A user is trying to select logout service when no user is logged into the phone. A user cannot log out a device which does not have anyone logged in.

Null Name for Device

Action Check that the firmware version of the phone is P00303010013 or later.

Login Server Connection Error

Action If you are running Cisco CallManager Extension Mobility on an IBM-340 platform, check that the system allows anonymous access to the Login Service web site. See the "Setting up Anonymous Access on IBM-340 platforms" section on page 3-34 .

Action The URL of the Login Service may not be configured properly in the LDAP directory. Check that the URL is correct. See the "Adding the Login Application" section on page 3-10 .

System Not Enabled

Action The service parameter to enable Cisco CallManager Extension Mobility is set to off. Make sure that, on the Service Parameters Configuration page, the Login Service Enabled field is set to True (to enable the user login service). See the "Setting the Service Parameters" section on page 3-23 .

User Logged in Elsewhere

Action The service parameter which controls multiple logins is set to allow login at a single device and a user tries to log in at a second device. If the configuration is correct, explain the login policy to the user. If the configuration is incorrect, set the Multi Login Behavior field to multiple logins allowed. Refer to Setting the Service Parameters, page 3-23 .

HTTP Error

Action You may not have configured the proxy settings properly for Internet Explorer on the Cisco Customer Response Application (Cisco CRA) Engine. Contact your network administrator for information on configuring the proxy settings.

Clearing Problems with Cisco CallManager AutoAttendant

This section describes how to clear the following problems that may impact CiscoCallManagerAutoAttendant:

• No Matches for an Existing User

• CiscoCallManagerAutoAttendant Prompt is Not Found

No Matches for an Existing User

Symptom    A search fails for an existing user in the Cisco CallManager AA.

Possible Cause    The user is not found because the ccndir.ini file is missing information or the extension is not valid because the user does not have a primary extension assigned in Cisco CallManager Administration.

Action

1. Verify that the user has an entry in the CiscoCallManagerAA Name dialing field and that the User record has an associated phone and that the primary extension button is selected.

2. Verify that the ccndir.ini file contains the following lines:
USERBASE "ou=Users, o=cisco.com" PROFILEBASE "ou=profiles, ou=CCN, o=cisco.com"

3. If you migrated the CiscoCallManager from version 2.4, a possible schema issue exists. In the LDAP Directory Administration, verify that the user's Owner field is in Userid format, not full name format.

Cisco CallManager AutoAttendant Prompt is Not Found

Symptom    The Cisco CallManager AA prompt is not found.

Possible Cause    Media configuration was not initialized properly.

Select Media from the main Application Administration page and verify that the prompt directory is listed as:
C:\program files\cisco\wffavvid\Promptsand that the User Datagram Protocol (UDP) start port is 16384.

	Cisco CallManager Extended Services Administrator Guide
	Troubleshooting Cisco CallManager Extended Services
Cisco CallManager Extended Services Administrator Guide Index Preface Understanding Cisco CallManager Extended Services Installing Cisco CallManager Extended Services Configuring Cisco CallManager Extension Mobility Configuring Cisco CallManager AutoAttendant Administering Cisco CallManager Extended Services Troubleshooting Cisco CallManager Extended Services	Download this chapter Troubleshooting Cisco CallManager Extended Services Download the complete book Cisco CallManager Extended Services Administrator Guide (PDF - 2 MB) Feedback Table Of Contents Troubleshooting Cisco CallManager Extended Services Clearing Problems with Cisco CallManager Extension Mobility Clearing General Problems Clearing Errors in Cisco CallManager Extension Mobility Clearing Problems with Cisco CallManager AutoAttendant Troubleshooting Cisco CallManager Extended Services This section provides information on troubleshooting error messages for CiscoCallManagerExtendedServices. The following topics are included: • Clearing Problems with CiscoCallManager ExtensionMobility • Clearing Problems with CiscoCallManager AutoAttendant Clearing Problems with Cisco CallManager Extension Mobility This section provides information for: • Clearing General Problems • Clearing Errors in CiscoCallManagerExtensionMobility Clearing General Problems Start with these general troubleshooting tips if any problems occur with Cisco CRA applications: •Check that you have thoroughly and correctly performed: –all the installation steps in the "Installing CiscoCallManagerExtendedServices" section on page2-3 –all the configuration procedures in the "Configuring CiscoCallManager ExtensionMobility" section on page3-1 •Try http://hostname:8080. Make sure that the embedded web server is running. •Check that the port number is 8080. Remember that the default port number is 8080. •Make sure that the URL is correct. Remember that the URL is case-sensitive. Clearing Errors in Cisco CallManager Extension Mobility Use the information in this section to clear problems which have error messages associated with them. Unknown Error from Service Action Verify that all the Cisco CallManager services are running. Application Authentication Error Action Perform the following tasks: 1. Check the UserID and Password of the Extension Mobility user you created in Creating a New Application User, page3-7. 2. Verify that you added the UserID and Password correctly in the "Adding the LoginApplication" section on page3-10 and the "Adding the LogoutApplication" section on page3-13. Device Does Not Allow Logon Action In the phone configuration page, make sure that "Enable Extension Mobility Feature" is selected. See the "Subscribing to the Cisco CallManager Login Service" section on page 3-32 . Device Profile Does Not Exist Action Ensure that there is a Default Device Profile associated with the user. See "Creating the Default Device Profile for a User" section on page 3-26 . Directory Service Error Action The LDAP Directory has a problem. There may a problem with the DirUser.jar file on the server machine. Proxy Not Allowed Action Make sure that the Cisco CallManager Extension Mobility user has "Authentication Proxy Rights" enabled. See the "Creating a New Application User" section on page 3-7 . Another User Logged In Action Logout the user by selecting the Logout Service. Log back in to allow login access to the second user. No User Logged In Action A user is trying to select logout service when no user is logged into the phone. A user cannot log out a device which does not have anyone logged in. Null Name for Device Action Check that the firmware version of the phone is P00303010013 or later. Login Server Connection Error Action If you are running Cisco CallManager Extension Mobility on an IBM-340 platform, check that the system allows anonymous access to the Login Service web site. See the "Setting up Anonymous Access on IBM-340 platforms" section on page 3-34 . Action The URL of the Login Service may not be configured properly in the LDAP directory. Check that the URL is correct. See the "Adding the Login Application" section on page 3-10 . System Not Enabled Action The service parameter to enable Cisco CallManager Extension Mobility is set to off. Make sure that, on the Service Parameters Configuration page, the Login Service Enabled field is set to True (to enable the user login service). See the "Setting the Service Parameters" section on page 3-23 . User Logged in Elsewhere Action The service parameter which controls multiple logins is set to allow login at a single device and a user tries to log in at a second device. If the configuration is correct, explain the login policy to the user. If the configuration is incorrect, set the Multi Login Behavior field to multiple logins allowed. Refer to Setting the Service Parameters, page 3-23 . HTTP Error Action You may not have configured the proxy settings properly for Internet Explorer on the Cisco Customer Response Application (Cisco CRA) Engine. Contact your network administrator for information on configuring the proxy settings. Clearing Problems with Cisco CallManager AutoAttendant This section describes how to clear the following problems that may impact CiscoCallManagerAutoAttendant: • No Matches for an Existing User • CiscoCallManagerAutoAttendant Prompt is Not Found No Matches for an Existing User Symptom A search fails for an existing user in the Cisco CallManager AA. Possible Cause The user is not found because the ccndir.ini file is missing information or the extension is not valid because the user does not have a primary extension assigned in Cisco CallManager Administration. Action 1. Verify that the user has an entry in the CiscoCallManagerAA Name dialing field and that the User record has an associated phone and that the primary extension button is selected. 2. Verify that the ccndir.ini file contains the following lines: `USERBASE "ou=Users, o=cisco.com" PROFILEBASE "ou=profiles, ou=CCN, o=cisco.com"` 3. If you migrated the CiscoCallManager from version 2.4, a possible schema issue exists. In the LDAP Directory Administration, verify that the user's Owner field is in Userid format, not full name format. Cisco CallManager AutoAttendant Prompt is Not Found Symptom The Cisco CallManager AA prompt is not found. Possible Cause Media configuration was not initialized properly. Select Media from the main Application Administration page and verify that the prompt directory is listed as: `C:\program files\cisco\wffavvid\Prompts`and that the User Datagram Protocol (UDP) start port is 16384.
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