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Table Of Contents
Troubleshooting Cisco CallManager Extended Services
Clearing Problems with Cisco CallManager Extension Mobility
Clearing Errors in Cisco CallManager Extension Mobility
Clearing Problems with Cisco CallManager AutoAttendant
Troubleshooting Cisco CallManager Extended Services
This section provides information on troubleshooting error messages for CiscoCallManagerExtendedServices. The following topics are included:
• Clearing Problems with CiscoCallManager ExtensionMobility
• Clearing Problems with CiscoCallManager AutoAttendant
Clearing Problems with Cisco CallManager Extension Mobility
This section provides information for:
• Clearing Errors in CiscoCallManagerExtensionMobility
Clearing General Problems
Start with these general troubleshooting tips if any problems occur with Cisco CRA applications:
•Check that you have thoroughly and correctly performed:
–all the installation steps in the "Installing CiscoCallManagerExtendedServices" section on page2-3
–all the configuration procedures in the "Configuring CiscoCallManager ExtensionMobility" section on page3-1
•Try http://hostname:8080. Make sure that the embedded web server is running.
•Check that the port number is 8080. Remember that the default port number is 8080.
•Make sure that the URL is correct. Remember that the URL is case-sensitive.
Clearing Errors in Cisco CallManager Extension Mobility
Use the information in this section to clear problems which have error messages associated with them.
Unknown Error from Service
Action Verify that all the Cisco CallManager services are running.
Application Authentication Error
Action Perform the following tasks:
1. Check the UserID and Password of the Extension Mobility user you created in Creating a New Application User, page3-7.
2. Verify that you added the UserID and Password correctly in the "Adding the LoginApplication" section on page3-10 and the "Adding the LogoutApplication" section on page3-13.
Device Does Not Allow Logon
Action In the phone configuration page, make sure that "Enable Extension Mobility Feature" is selected. See the "Subscribing to the Cisco CallManager Login Service" section on page 3-32 .
Device Profile Does Not Exist
Action Ensure that there is a Default Device Profile associated with the user. See "Creating the Default Device Profile for a User" section on page 3-26 .
Directory Service Error
Action The LDAP Directory has a problem. There may a problem with the DirUser.jar file on the server machine.
Proxy Not Allowed
Action Make sure that the Cisco CallManager Extension Mobility user has "Authentication Proxy Rights" enabled. See the "Creating a New Application User" section on page 3-7 .
Another User Logged In
Action Logout the user by selecting the Logout Service. Log back in to allow login access to the second user.
No User Logged In
Action A user is trying to select logout service when no user is logged into the phone. A user cannot log out a device which does not have anyone logged in.
Null Name for Device
Action Check that the firmware version of the phone is P00303010013 or later.
Login Server Connection Error
Action If you are running Cisco CallManager Extension Mobility on an IBM-340 platform, check that the system allows anonymous access to the Login Service web site. See the "Setting up Anonymous Access on IBM-340 platforms" section on page 3-34 .
Action The URL of the Login Service may not be configured properly in the LDAP directory. Check that the URL is correct. See the "Adding the Login Application" section on page 3-10 .
System Not Enabled
Action The service parameter to enable Cisco CallManager Extension Mobility is set to off. Make sure that, on the Service Parameters Configuration page, the Login Service Enabled field is set to True (to enable the user login service). See the "Setting the Service Parameters" section on page 3-23 .
User Logged in Elsewhere
Action The service parameter which controls multiple logins is set to allow login at a single device and a user tries to log in at a second device. If the configuration is correct, explain the login policy to the user. If the configuration is incorrect, set the Multi Login Behavior field to multiple logins allowed. Refer to Setting the Service Parameters, page 3-23 .
HTTP Error
Action You may not have configured the proxy settings properly for Internet Explorer on the Cisco Customer Response Application (Cisco CRA) Engine. Contact your network administrator for information on configuring the proxy settings.
Clearing Problems with Cisco CallManager AutoAttendant
This section describes how to clear the following problems that may impact CiscoCallManagerAutoAttendant:
• No Matches for an Existing User
• CiscoCallManagerAutoAttendant Prompt is Not Found
No Matches for an Existing User
Symptom A search fails for an existing user in the Cisco CallManager AA.
Possible Cause The user is not found because the ccndir.ini file is missing information or the extension is not valid because the user does not have a primary extension assigned in Cisco CallManager Administration.
Action
1. Verify that the user has an entry in the CiscoCallManagerAA Name dialing field and that the User record has an associated phone and that the primary extension button is selected.
2. Verify that the ccndir.ini file contains the following lines:
USERBASE "ou=Users, o=cisco.com"
PROFILEBASE "ou=profiles, ou=CCN, o=cisco.com"3. If you migrated the CiscoCallManager from version 2.4, a possible schema issue exists. In the LDAP Directory Administration, verify that the user's Owner field is in Userid format, not full name format.
Cisco CallManager AutoAttendant Prompt is Not Found
Symptom The Cisco CallManager AA prompt is not found.
Possible Cause Media configuration was not initialized properly.
Select Media from the main Application Administration page and verify that the prompt directory is listed as:
C:\program files\cisco\wffavvid\Prompts
and that the User Datagram Protocol (UDP) start port is 16384.
Posted: Tue Mar 16 17:11:32 PST 2004
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