Troubleshooting IP AutoAttendant [Cisco Unified Communications Manager (CallManager)]

Document ID: 24481

PDF Downloads

Related Discussion

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Possible Issues
      "Java Exception error" when Trying to Configure AutoAttendant Application
      IP IVR Server Does not Start After Cisco CallManager Upgrade
      JTAPI Sub-system is in Partial Service
      Name Dialing Does not Work
      Uploaded the Spoken Name, but it Keeps Spelling the Name
      Digits Entered, but Announcement Continues when Calling From a Cisco IOS Voice Gateway
      User Does not Hear Announcements: If User Dials 1 and Then Extension Followed by Hash (#), Call Gets Through to User
      Cannot Dial Using g.729 Codec
Cisco Support Community - Featured Conversations
Related Information

Introduction

The scope of this document is to cover some typical issues that may arise during installation or operation of the Cisco IP AutoAttendant product.

Prerequisites

Requirements

Readers of this document should have knowledge of these topics:

AutoAttendant should be configured following the guidelines in Configuring the Cisco Four Port IP Auto-Attendant Application on a CallManager Server.

Components Used

The information in this document is based on the software and hardware versions below.

Cisco IP AutoAttendant 2.2(2) and later.

The information presented in this document was created from devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If you are working in a live network, ensure that you understand the potential impact of any command before using it.

Conventions

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

Possible Issues

This section lists some typical issues that may arise during installation or operation of the Cisco IP AutoAttendant product.

"Java Exception error" when Trying to Configure AutoAttendant Application

You might receive the following error while trying to add the AutoAttendant Application if you have a default system locale other than English (United States).

Java Exception error '80004005'
java.lang.NullPointerException

/AppAdmin/scriptNewAppDetail.asp, line 511

To verify this, go to Control Panel > Regional Options. If you have another locale (location) set, you must set it to English (United States) and reboot your server.

IP IVR Server Does not Start After Cisco CallManager Upgrade

The Java Telephony API (JTAPI) client has to be compatible with the existing version of Cisco CallManager. You might need to reinstall the JTAPI plugin from the Cisco CallManager plugins page. Go to the Cisco CallManager Administration page and click Application > Install Plugins. Download Cisco JTAPI and install on the IP IVR server.

JTAPI Sub-system is in Partial Service

If the jtapi sub-system is out of service, the most probable cause is that the CTI manager is not running. In that case, go to the Call Manager Control Center and start it.

There can be several reasons why the jtapi sub-system is in partial service. The guidelines in Configuring the Cisco Four Port IP Auto-Attendant Application on a CallManager Server explain the easiest way to configure a four-port AutoAttendant. This error occurs if the total number of devices that the JTAPI user controls is less than the number of sessions in the applications configuration. Things to check:

Verify that you specified four ports to use with the AutoAttendant application.
Double check the number of CTI ports you created for use with AutoAttendant, and that the user that controls these ports are associated with them.

Note: In this example, jtapi user can control the route point 4500 and CTI ports from 4501 to 4504.

Name Dialing Does not Work

Go to User > Global Directory and find the user. Make sure one extension is selected as Primary Extension.

User Bob has multiple devices associated with him. 8000 has been set as the primary extension. In this example, the caller will be transferred to extension 8000 when s/he spells the name for Bob Builder.

Uploaded the Spoken Name, but it Keeps Spelling the Name

The file has to be in the CCITT u-Law 8.000 kHz, 8 Bit, Mono format. You can refer to the http://<server_name>/appadmin/PromptInstruct.htm document on your server for more information.

Digits Entered, but Announcement Continues when Calling From a Cisco IOS Voice Gateway

DTMF relay is not configured on the Cisco IOS® gateway. Configure dtmf-relay h245-alphanumeric on the VoIP peers pointing to the Cisco CallManager.

dial-peer voice 7000
 destination-pattern 2...
 session target ipv4:10.200.72.36
 dtmf-relay h245-alphanumeric

User Does not Hear Announcements: If User Dials 1 and Then Extension Followed by Hash (#), Call Gets Through to User

You might not hear the AutoAttendant prompts, but still get connected and route the calls if you have a default system locale other than English (United States). To verify this, go to Control Panel > Regional Options.

Normally, AutoAttendant user prompts are stored in C:\Program Files\wfavvid\Prompts\user\en_US and system prompts are stored in C:\Program Files\wfavvid\Prompts\system\en_US.

If your locale (location) is not English (United States), do the following:

Copy all the *.wav files from \user\en_US to the C:\Program Files\wfavvid\Prompts\user folder.
Copy all the *.wav files from \server\en_US to C:\Program Files\wfavvid\Prompts\system\

Cisco Unified Communications Manager (CallManager)