Resolving Problems with Cisco IP Phone Productivity Services

This section helps you resolve common problems you may experience when managing Cisco IP Phone Productivity Services:

Resolving Problems with Managing Cisco IP Phone Productivity Services

Questions about Server Requirements

Q.) Can I install Cisco IP Phone Productivity Services on the Cisco CallManager server?

A.) It is required that you install Cisco IP Phone Productivity Services on a server separate from Cisco CallManager. Due to memory consumption and processing requirements, applications for Cisco IP Phone services can affect performance if installed on the same server as Cisco CallManager.

Q.) Can I install Cisco IP Phone Productivity Services on my Microsoft Exchange server?

A.) It is recommended that you install Cisco IP Phone Productivity Services on a separate server from Microsoft Exchange. Due to memory consumption and processing requirements, applications for Cisco IP Phone services can affect performance if installed on the same server as Microsoft Exchange.

Q.) Can I set up multiple Cisco IP Phone Productivity Services servers pointing to the same Cisco CallManager?

A.) A configuration with multiple Cisco IP Phone Productivity Services servers is not a supported configuration.

Q.) I installed Cisco IP Phone Productivity Services on my Cisco IP Phone Productivity Services server. Now I want to change the server's IP address. What do I do?

A.) After changing the server's IP address, we recommend that you re-install Cisco IP Phone Productivity Services.

Password and Authentication Questions

Q.) I changed my Microsoft Exchange Domain Administrator's password. Now Cisco IP Phone Productivity Services is not working.

A.) Make sure you also change the password for the Meeting Reminder Setting service and for the Virtual Directory Cisco IP Phone Productivity Services.

Q.) How do I verify the authentication permission for Cisco IP Phone Productivity Services?

A.) Remember that any time you change the Domain Administrator password, you must verify/change the Cisco IP Phone Productivity Services virtual directories.

To verify the Cisco IP Phone Productivity Services virtual directories, perform the following steps:

Procedure

Step 1 On the Cisco IP Phone Productivity Services server, bring up Internet Services Manager.

Step 2 Select the Cisco IP Phone Productivity Services server.

Step 3 Select Default Web Site.

Step 4 Select CiscoPPS.

Step 5 Right-click to open the Properties window.

Step 6 Select Directory Security > Anonymous Access > Anonymous user account.

Step 7 Correct the password.
Make sure the Username is: <domain>\Administrator.

Questions about Cisco Unity and Microsoft Exchange 5.5

Q.) How do I set up an Internet Mail gateway?

A.) The Internet Mail Service is a SMTP gateway built into Microsoft Exchange. To set up the gateway, perform the following steps.

Procedure

Step 1 Run Microsoft Exchange Administrator.

Step 2 Select your Server > Connections. Verify that IMS is not installed (not listed).

Step 3 Select your Server.

Step 4 Select File > New Other > Internet Mail Service.
Follow the installation steps.

Q.) How do I set up a voice mail gateway?

A.) Perform the following steps:

Procedure

Step 1 On the Microsoft Exchange server where SMTP gateway is installed, insert the Cisco Unity CD.

Step 2 Go to the Voice Gateway directory.

Step 3 Run Setup.exe and follow instructions.
Internet Voice Connector (IVC) starts automatically.

IVC object is installed within the Connectors object of the Microsoft Exchange Administrator Users (and Administrators).

Resolving Problems With Using Cisco IP Phone Productivity Services

Use Table 3-1 to resolve errors that users may experience with Cisco IP Phone Productivity Services.

Table 3-1: Resolving Problems With Using Cisco IP Phone Productivity Services

User Problem	Action
Authentication Error	Check that the permissions are correct in the Virtual Directories.
Host Not Found	Check that the DNS is set up to resolve the host name address to an IP address.
Service Subscription Parameters Error	Advise the user to check that he entered the correct UserID or PIN when subscribing to Cisco IP Phone Productivity Services. Refer him to the subscribing section in the Cisco IP Phone Productivity Services User Guide.
Meeting Reminder Not Displaying	The user may have changed his PIN. Remind the user that he has to re-enable the meeting reminder notification from the phone whenever he changes his PIN.
Phone Hangs on Requesting	If the phone displays "Requesting..." for a long time, the server for Cisco IP Phone Productivity Services is busy servicing other requests. Ask the user to press the Cancel soft key and retry accessing Cisco IP Phone Productivity Services.
MailView:
Validation Error	Restart the UM Client Service.
Sending Error	Check that the cache directory has the correct permissions.
Connection Error	Perform the following steps: 1. Check that the user has entered the correct URLs and IMAP port number in his service page where he subscribed to Cisco IP Phone Productivity Services. 2. If the user has incorrect information, ask the user to log in to his Cisco IP Phone User Menu Options web page and enter the correct information. Refer the user to the "Subscribing" section of the Cisco IP Phone Productivity Services.
UserName or Password Error	The user is connected to the ip port but he mail server has rejected the password or PIN: 1. Check that the user has the correct password and PIN. 2. Ask the user to verify that he has the correct information and is entering the correct password and PIN correctly.
User Can't Play Voice Mail	You may not have correctly specified the Authentication URL in Cisco CallManager. Go the Enterprise Parameters Configuration in Cisco CallManager and check that he URL Authentication field is specified for that user.
Reply Mail Not Delivered as Voice Mail	There are two possible solutions: 1. The Exchange e-mail alias does not exist of type voice and of form user @domain. See the "Adding an E-mail Alias for Cisco Unity E-mail" section. 2. The Cisco Unity voice gateway is not installed on the Cisco Unity server. See the "Questions about Cisco Unity and Microsoft Exchange 5.5" section.
Session Timed Out	The session has expired. The user may have left MailView up too long without any activity or the session time may be set too low for him. Increase the Microsoft Internet Information Server (IIS) session default time out.
Deleting Error	The IMAP server would not allow MailView to delete the mail. Check that you have set access rights to the mail server for the user.

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