Troubleshooting Cisco Conference Connection

These topics help you troubleshoot problems you might encounter while using Cisco Conference Connection. If your problem is not addressed, contact your system administrator.

Troubleshooting Conference Problems

Table 4-1 lists some problems you might encounter while on a conference or while trying to connect to a conference. If the suggested solutions do not resolve your problem, contact the system administrator for more help.

Table 4-1 Troubleshooting Conference Problems

Problem	Solution
Hear the busy tone when calling the conference number	Try calling back in a few seconds or so.
Hear the message "We have encountered a system problem. Please contact your system administrator for help"	If you hear this message after entering a conference ID, Cisco Conference Connection can not verify conference information. You cannot join the conference until the system problem is resolved; the system administrator is the only one who can resolve the problem.
Hear the busy tone (or nothing) after entering conference ID and password successfully	If you successfully enter a correct conference ID and password (if required), and you get a busy tone (or hear nothing) after Cisco Conference Connection transfers you to the conference call, this means that the conference is full. That is, all available ports are in use. Try contacting the conference owner to inform the owner that the conference does not have enough ports for you to join.
Call is dropped after being transferred to the conference	If you make it into a conference, and your call is dropped, try to reconnect to the conference. If you cannot reconnect, check the Cisco Conference Connection web interface to see if the call was stopped. If the call is still in progress, and you cannot reconnect, contact the system administrator.
Conference call does not start	Check the Cisco Conference Connection web interface, in the list of in-progress conferences, to see if the conference is listed as in progress. Click on the conference name to check the details, and ensure that you are dialing the correct conference number, and entering the correct conference ID, when trying to connect to the conference. If the conference is not listed in the conferences in progress list: Check the past conferences list to see if the conference was cancelled or if it could not start due to some error. Check the scheduled conferences list to determine the correct start time for the conference. The conference might have been scheduled assuming that the time zone was different than the actual time zone.
Poor audio quality (echo)	If you are hearing echoing on the conference: First, determine if all participants hear an echo. If one participant is not hearing an echo, the chances are very good that the echo is coming from the participant who does not hear the echo. Echo may be induced by the use of a speakerphone, where some of the audio from the speaker is fed back into the microphone. This is especially true when certain devices are used in conference halls, or when PC speakers are facing the participant, who is talking into a microphone. Another common cause of echo is the placement of a handset face down on a desk, especially if the handset volume is turned up high. To eliminate these sources of echo, check with the participants to see if anyone is using a speakerphone and request that a handset or headset be used instead. If you are experiencing other audio problems, contact the system administrator.

Troubleshooting Web Interface Problems

Table 4-2 lists some problems you might encounter while using the Cisco Conference Connection web interface. If the suggested solutions do not resolve your problem, contact the system administrator for more help.

Table 4-2 Troubleshooting Cisco Conference Connection Web Interface Problems

Problem	Solution
Cannot access or log into the web interface	If you cannot access or log into the Cisco Conference Connection web interface: Check the URL you are using for the Cisco Conference Connection web interface. If you are getting a "Cannot find server" or "DNS error" message, either the URL is incorrect or the server is not available. Make sure you are using your Cisco CallManager user ID and password. This is the user ID you use to log into the Cisco CallManager User Options page to configure your Cisco IP Phone (if you use one).
Cannot find a conference	If you cannot find a conference in the Cisco Conference Connection web interface: Be aware that you have to search for in-progress, scheduled, and past conferences separately. A conference you think might be in progress could have been stopped, and so not appear on the Conferences In Progress page. The conference might be hidden. If the conference is hidden, and you are not the conference owner, then you can only see the conference by searching for it using the exact conference name or conference ID. If the conference was deleted, it cannot be found. You cannot obtain information about the conference.
Cannot add a conference	If you are having problems adding a conference, check for these problems: If the problem is that the web interface says the Add a Conference link is not available, there is a problem with the system. You cannot resolve this problem: contact the system administrator. If the problem occurs after you fill in the conference information and click Add Conference, Cisco Conference Connection tells you why it could not create the conference. Read the message carefully and resolve the problems indicated. Some common problems are: The conference end date or time precedes the conference start time (if you are creating a recurring conference). The conference name is missing or duplicates an existing name. The conference name must be unique. The conference start or end date is invalid (for example, February 30) There are insufficient resources available during the requested time to create the conference (for example, there are insufficient ports available). Your conference characteristics violate administrative policy.
Cannot extend a conference	When trying to extend a conference, you must extend it in increments of five minutes (such as 5, 10, 15, and so forth). Also, there must be sufficient resources available to extend the conference.
Cannot delete a conference	A conference must be stopped before you can delete it, unless you are deleting a series of conferences. If you delete a series of conferences while one of the series is in progress, the in-progress conference is stopped and all callers connected to the conference are dropped without warning.

Troubleshooting IP Phone Service Problems

Table 4-3 lists some problems you might encounter while using the Cisco Conference Connection IP Phone Service on your Cisco IP Phone. If the suggested solutions do not resolve your problem, contact the system administrator for more help.

Table 4-3 Troubleshooting Cisco Conference Connection IP Phone Service Problems

Problem	Solution
Conferences do not appear on your IP Service-supporting telephone	If the Cisco Conference Connection service does not appear in the list of services, you have not subscribed to it yet. See the "Subscribing to the Cisco Conference Connection IP Phone Service" section. If the conference you are looking for is not listed, it has probably been intentionally hidden. You must dial into the conference.
Forced to log into the Cisco Conference Connection service	When you subscribe to the Cisco Conference Connection service, you enter your user name and password. This logs you into Cisco Conference Connection when you select the service on your phone. If you cannot be logged in, you are prompted to enter your user name and password. If this happens, it is likely that you subscribed to the service using the wrong user name or password. Ensure that you use your Cisco CallManager user name and password. If you change your password, remember to update your Cisco Conference Connection service subscription.
See message "Service not appropriately configured"	If you get this message, it means the administrator has not configured the service correctly. Contact the administrator.

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