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Deployment Guide for Calling in Webex Teams (Unified CM)

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Book Title

Deployment Guide for Calling in Webex Teams (Unified CM)

Chapter Title

Manage and Troubleshoot Calling in Webex Teams (Unified CM)

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Updated:
November 7, 2019

Chapter: Manage and Troubleshoot Calling in Webex Teams (Unified CM)

Manage and Troubleshoot Calling in Webex Teams (Unified CM)

Access Call Statistics for Calling in Webex Teams (Unified CM)

During a call, users on Webex Teams for Windows or Mac can access call statistics that indicate whether the call is going through Unified CM.

Procedure

During the active call, access the statistics using one of these steps:

  • For Webex Teams for Windows, click on the profile picture, and then choose Help > Show Call Statistics.
  • For Webex Teams for Mac, choose Help > Show Call Statistics.

A call statistic window appears with details about the call, such as video framerate, audio codec used, packet loss, jitter, bandwidth usage, and so on. An indicator appears if the call is going through the Unified CM call control environment.

If the call does not go through Unified CM, the call statistic information is still available for the active call, but "CUCM Call" does not appear on the screen.

Troubleshoot Issues with Calling in Webex Teams (Unified CM)

If you see registration issues when trying to use Calling in Webex Teams (Unified CM), go through these checklist items before you submit a ticket.

A warning icons appear in the app if Webex Teams failed to register to Unified CM because of a sign in failure or other reason.


Tip

You can hover over the icon to show an error message that may give you clues about what to troubleshoot.

Before you begin


Note

If https://status.webex.com shows a Webex cloud full or partial outage, Calling in Webex Teams (Unified CM) still works, so long as the call type is a Unified CM call. If Unified CM is not reachable from Webex Teams, users can use the Self Care Portal to set up Single Number Reach (SNR) so that calls get routed to mobile through the PSTN. For administrative steps, see the Cisco Unified Mobility Features chapter in the Feature Configuration Guide for Cisco Unified Communications Manager. For user self-care configuration, see the Self Care Portal User Guide.

Procedure

Step 1

Disable Hybrid Call Service for users in Control Hub. (See the Prepare Your Environment chapter for further details.)

Step 2

Verify that any CTI-RD or Cisco Spark-RD was removed from Unified CM for the user; if not, delete any stray remote devices. (See the Prepare Your Environment chapter for further details.)

Step 3

If your organization is enabled for a different call behavior (su as a calling app cross launch) in Control Hub, disable this feature and reselect Calling in Webex Teams (Unified CM) because Unified CM registration and cross-launch cannot be enabled together.

Step 4

Exit Jabber if it's installed on the same machine, because Jabber and Webex Teams cannot both be registered to Unified CM in softphone mode at the same time.

Step 5

Check other configuration on Unified CM. Some common culprits include the following:

  • No Controlled Devices in the Unified CM end user account. Ensure that the soft phone device is added to the Controlled Devices.
  • Missing SUBSCRIBE Calling Search Space for Extension Mobility users. Ensure that a value is selected for this setting.
  • A missing Access Control Group permission on the end user account: Standard CTI Allow Control of Phones supporting Connected Xfer and conf. Ensure this box is checked.

What to do next

If you addressed all of these steps and issues still persist, restart Webex Teams and then choose Help > Send Feedback to submit logs and open a case for the support team to investigate.

Webex Teams Desktop Error Codes For Calling in Webex Teams (Unified CM)

When the Webex Teams app signs in, you may see an icon on the left side that lets you know if there's an error.

When you hover over the icon, you'll see an error code and message. Below is a list of the error codes related to Unified CM sign in, explanations of the issue, and possible fixes:

Errror Code Name Explanation and Possible Fix
1000:1 Unknown Unexpected internal error. This requires a restart and logs to analyze. (Users can submit logs and create a ticket using Webex Teams under Help > Send Feedback.)
1000:7 InvalidStartupHandlerState Unexpected internal error. The user must restart their Webex Teams app.
1000:8 InvalidLifeCycleState Unexpected internal error. The user must restart their Webex Teams app.
1000:400 SSOPageLoadError Users can click Renew in phone services. They may need to try again later if it's a network or server side issue.
1000:500 SSOStartSessionError Users can click Renew in phone services. They may need to try again later if it's a network or server side issue.
1000:600 SSOUnknownError Unexpected internal error. Users can click Renew in phone services. They may need to try again later if it's a network or server side issue. We may need logs to analyze. (Users can submit logs and create a ticket using Webex Teams under Help > Send Feedback.)
1000:601 SSOCancelled User error caused by closing the SSO window. Users can click Renew in phone services.
1000:603 SSOCertificateError The SSO server provided an invalid cert. (Users can submit logs and create a ticket using Webex Teams under Help > Send Feedback.)
1000:604 SSOInvalidUserSwitch Caused if the user types a user ID in to the SSO web page that is different from their Webex Teams user ID. Users can click Renew in phone services and then enter the correct ID.
1000:605 SSOWhoAmIFailure Cannot identify the user that signed in using the browser. This requires logs to analyze. (Users can submit logs and create a ticket using Webex Teams under Help > Send Feedback.)
1000:606 SSOSessionExpired Users can click Renew in phone services.
1000:608 InvalidBrowserResponse Users can click Renew in phone services. They may need to try again later if it's a network or server side issue.
1000:1001 ServiceDiscoveryFailure Unexpected internal error. This requires logs for further analysis. (Users can submit logs and create a ticket using Webex Teams under Help > Send Feedback.)
1000:1002 ServiceDiscoveryAuthenticationFailure Failed to sign in to Unified CM. Double-check the user credentials.
1000:1003 ServiceDiscoveryCannotConnectToCucmServer Failed to connect to Unified CM. This may be a network issue or users may need your help to input the UC domain or the server. This needs logs for further analysis. (Users can submit logs and create a ticket using Webex Teams under Help > Send Feedback.)
1000:1004 ServiceDiscoveryNoCucmConfiguration Unable to detect the on-premises calling server addresses. This can be solved by the user entering the UC domain or the server or by you setting the proper SRV records. This needs logs for further analysis.
1000:1005 ServiceDiscoveryNoSRVRecordsFound Unable to find the on-premises calling server addresses on the DNS. This can be solved the user entering the UC domain or the server or by you setting the proper SRV records. This needs logs for further analysis. (Users can submit logs and create a ticket using Webex Teams under Help > Send Feedback.)
1000:1006 ServiceDiscoveryCannotConnectToEdge Unable to connect or to authenticate for Mobile Remote Access (MRA).Verify user credentials, the MRA SRV record, and the MRA server status.
1000:1007 ServiceDiscoveryNoNetworkConnectivity We couldn't find cached information about the on- premises calling server and the user has no network. Check the network connectivity.
1000:1008 ServiceDiscoveryUntrustedCertificate Either the MRA server or one of the on-premises services provided an invalid certificate. Verify that the certificates installed on the servers are valid.
1000:1010 ServiceDiscoveryNoUserLookup Unexpected condition. Requires logs to for further analysis. (Users can submit logs and create a ticket using Webex Teams under Help > Send Feedback.)
1000:1100 ConnectionFailedByMRAPolicy The MRA server refused to provide an access token and returned a 403 error. Check the configuration on the MRA Expressways and the Unified CM.

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