Troubleshooting Phone View

Problems with Phone View

Use the troubleshooting information in this section if an error message appears when the user attempts to use Phone View. Consider the following possible causes:

The Phone View feature is supported only with Cisco Unified Communications Manager phone system integrations.

The Phone View feature may not function correctly outside a firewall or through a VPN router. Requirements for Phone View are available in the "Requirements for Phone View " section of the System Requirements for Cisco Unity Connection Release 12.x, available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/requirements/b_12xcucsysreqs.html .

Application User Configured Incorrectly

The problem may be caused by the incorrect configuration of the application user on the Cisco Unified Communications Manager server.

To Verify the Configuration of the Application User

Procedure

Step 1

In Cisco Unified Communications Manager Administration, on the User Management menu, select Application User .

Step 2

On the Find and List Application Users page, select Find .

Step 3

Select the user ID of the application user that is used by Phone View.

Step 4

On the Application User Configuration page, under Application User Information, select Edit Credential .

Step 5

On the Credential Configuration page, confirm that the following check boxes are checked:

  • User Must Change at Next Login
  • Does Not Expire
Step 6

Select Save .

Step 7

In the Related Links box, select Back to User and select Go .

Step 8

On the Application User Configuration page, under Application User Information, in the Password field, reenter the password.

Step 9

In the Confirm Password field, reenter the password.

Step 10

Under Device Information, in the Controlled Devices field, confirm that the devices that are associated with the application user account are correct and select Save .

Step 11

On the System menu, select Enterprise Parameters .

Step 12

On the Enterprise Parameters Configuration page, under Phone URL Parameters, in the URL Authentication field, confirm that the URL is correct.

Step 13

If you made any changes, select Save .

User Phone Configuration Not Correct

One possible cause may be that the configuration on the user phone is not current. You can reboot the phone so that it reloads the configuration from the Cisco Unified CM server.

Another possible cause is that the user phone is not supported.

Phone System Integration Configured Incorrectly

The problem may be caused by the incorrect configuration of the Cisco Unified CM phone system integration in Cisco Unity Connection Administration.

To Verify the Configuration of the Cisco Unified Communications Manager Phone System Integration

Procedure

Step 1

In Cisco Unity Connection Administration, expand Telephony Integration, then selectPhone Systems .

Step 2

On the Search Phone Systems page, select the name of the phone system.

Step 3

On the Phone System Basics page, under Phone View Settings, confirm that the Enable Phone View check box is checked.

Step 4

In the CTI Phone Access Username field, confirm that the name of the application user in Cisco Unified CM Administration is correct.

Note 
The name of the application user is case-sensitive.
Step 5

In the CTI Phone Access Password field, reenter the password of the application user in Cisco Unified CM Administration and select Save .

To Verify the Configuration of the User

Procedure

Step 1

In Cisco Unity Connection Administration, expand Users, then select Users. On the Search Users page, select the name of the user.

Step 2

On the Edit User Basics page, on the Edit menu, select Phone Menu..

Step 3

On the Phone Menu page, under Finding Messages with Message Locator, confirm that the Enable check box is checked.

Step 4

Confirm that the Enable Phone View check box is checked and select Save .

Using Traces to Troubleshoot Phone View Issues

You can use traces to troubleshoot phone view issues. For detailed instructions on enabling the applicable traces and viewing the trace logs, see the Using Diagnostic Traces for Troubleshooting section.