Archive

Archive for June 14, 2012

Remote Monitoring on Cisco Unified Contact Center Express 8.x


Remote Monitoring

This application, available when you purchase Unified CCX Premium, allows a supervisor to monitor an agent’s conversation. With Remote Monitoring, you can choose to monitor a call in either of these ways:

  • By resource (agent)—In this case, you identify the resource by agent extension. If the agent is on a call, monitoring will begin immediately. If the agent is not on a call, monitoring will begin when the agent is presented with a call (that is, when the agent’s phone rings) or when the agent initiates a call (that is, when the agent’s phone goes off-hook).

  • By Contact Service Queue (CSQ)—In this case, you will monitor the call of an agent who belongs to the CSQ. When you monitor by CSQ, you select the CSQ from a menu. When a call is presented to an agent who belongs to the selected CSQ, monitoring will begin for that agent and call.

Configure Remote Monitoring Application

You must configure Remote Monitoring applications when you want to use the Remote Monitoring feature to allow a supervisor to monitor an agent’s conversation. Complete these steps in order to accomplish the task:

  1. From the Unified CCX Administration menu bar, choose Applications > Application Management.

    uccx-monitor-01.gif

  2. Click Add New.

    uccx-monitor-02.gif

    The Add a New Application web page opens.

    uccx-monitor-03.gif

  3. Choose Cisco Script Application from the Application Type drop-down menu, then click Next.

    The Cisco Script Application web page appears.

    uccx-monitor-04.gif

  4. Use this web page to specify these fields:

    • Name—A name for the application. This is a mandatory field.

    • ID—Accept the automatically-generated ID, or enter a unique ID. This is a mandatory field.

    • Maximum Number of Sessions—The maximum amount of simultaneous sessions that monitoring sessions allow. This is a mandatory field.

    • Script—Select a customized Remote Monitor script or rmon.aef from the drop-down list.

    • Description—Use the Tab key to automatically populate this field.

    • Enabled—(Radio button) Accept Yes (the default).

    • Default Script—Accept System Default. The default script is executed if an error occurs with the configured application script.

  5. Click Add.

    The Remote Monitoring web page refreshes displaying the following message under the Status bar and the Add New Trigger hyperlink appears on the left navigation bar:

    The operation has been executed successfully

Add Application Triggers

After adding a new Cisco application, you need to add one or more triggers so that the application can respond to Unified CM/Unified CME Telephony calls and HTTP requests. Triggers are specified signals that invoke application scripts in response to incoming contacts. The Unified CCX system uses Unified CM/Unified CME Telephony triggers to trigger responses to telephone calls and HTTP triggers to respond to HTTP requests.

You can use either of two methods to add a trigger to an application:

  • Add the trigger from the Cisco Application web page.

  • Add the trigger from the Unified CM/Unified CME Telephony or HTTP Triggers web pages available from the Subsystem menu.

An HTTP trigger is the relative URL a user enters into the client browser to start the application. You can upload either eXtensible Style Language Transformation (XSLT) templates or Java Server Pages (JSP) templates to serve as your HTTP trigger.

This path is an example of an HTTP-triggered request (using the HTTP trigger name “/hello”):

http://www.appserver.acme.com:9080/hello

In this example, the URL starts the application with the HTTP trigger “/hello” on a web server running on port 9080 with the host name http://www.appserver.acme.com. You can add the HTTP trigger from the Cisco Script Application web page or add the trigger from the HTTP subsystem.

Note: The next step is to create a Remote Monitoring Supervisor and assign Resources and CSQs to the Supervisor.

Create a Remote Monitoring Supervisor

Complete these steps in order to create a Remote Monitoring Supervisor:

  1. From the Unified CCX Administration menu bar, choose Tools > User Management > Supervisor Capability View.

    uccx-monitor-05.gif

  2. The User Configuration web page opens displaying the list in two panes. The left pane displays the list of existing Unified CCX Supervisors and the right pane displays the list of Available Users.

    uccx-monitor-06.gif

    Change the users as required using the arrow in either direction.Your changes are dynamically displayed in this page and are effective immediately.

  3. Repeat this process as needed to assign the Supervisor capability for more than one user.

Assign Resources and CSQs to a Supervisor

For Assigning Resources and CSQs to a supervisor, use the Remote Monitor configuration web page. From this page, you can assign a supervisor a list of Resources and CSQs that he/she is allowed to monitor. Complete these steps in order to accomplish the task:

  1. From the Unified CCX Administration menu bar, choose Subsystems > RmCm > Remote Monitor.

    uccx-monitor-07.gif

    Note: The Remote Monitor web page opens to display the Supervisor, Name, and User ID of Unified CM users who are Unified CCX Supervisors.

  2. Click a User ID value. This is a Unified CM user configured as a Unified CCX Supervisor.

    uccx-monitor-08.gif

  3. Use this web page to specify these fields:

    • Contact Service Queues Name—(Check box.) CSQ names the supervisor can monitor.

    • Resources—(Check box.) User IDs of agents the supervisor can monitor.

    uccx-monitor-09.gif

  4. Click Update to apply the changes. The supervisor can now access the Unified CCX Supervisor web page and view the allowed CSQs and agents.

    Note: When running the Remote Monitoring script, you might need to provide a CSQ ID. This ID is internally generated and is only visible on the Unified CCX Supervisor page.

View CSQ IDs from the Unified CCX

Complete thse steps in order to view CSQ IDs from the Unified CCX Supervisor web page:

  1. From the Unified CCX Supervisor web page, log in as the Remote Monitoring Supervisor.

  2. Choose Tools > Plug-ins from the Unified CCX Administration menu bar.

  3. Click the Cisco Unified CCX Desktop Suites hyperlink.

  4. Click the View CSQ hyperlink to view allowed CSQs.

    uccx-monitor-10.gif

    The CSQ ID column shows the ID value that you should enter for the CSQ that you selected in the Start Monitor step.

Start Monitor Step

From the Customer Response Solutions application, use the Start Monitor step to begin a remote monitoring session.

uccx-monitor-11.gif

  • Contact—Contact that will perform remote monitoring.

  • Monitoring type:

    • Resource Extension—Remote monitoring will be performed by the agent extension.

    • Contact Service Queue—Remote monitoring will be performed by the CSQ.

  • Resource Target—Variable or expression indicating the Resource extension or the Contact Service Queue to be monitored.

  • Enable allowed agents—Check box enabling/disabling the security feature which allows only the agents associated with the remote supervisor to be monitored. Default setting is that no agents can be monitored.

  • Supervisor ID—User ID identifying the supervisor.

  • Failure Code—Variable used for storing the reason code in the event of step failure.

Issues on Call Monitoring and Recording

Problem

Intermittent issues with call recording and the monitoring tool are experienced. When a call is active on the agent desktop, and when you click on the task button to record the call, there is a delay. This delay is followed by an error message stating that an error occurred. Refer to the logs for more information.

Solution

Complete these steps in order to resolve the issue:

  1. If there is more than one IPCC server make sure the LDAP information for one of the IPPC servers is getting populated in calabrio ldap.

  2. Stop the VOIP monitor service in the second node.

  3. Restart the VOIP monitor service in the first node.

  4. Start the VOIP monitor service in the second node.

  5. Restart the Desktop Recording and Statistics services also in both the nodes.

Categories: CCIE VOICE

Unable to Access Cisco Unity SA or AA Web Pages


Cannot Access Cisco Unity Server Using Web Interface

The Cisco Unity server cannot be accessed through a web interface even from the server, but it can be accessed using the remote desktop application. This can be because the Internet Information Service (IIS) does not function properly.

Solution 1

As a solution you can reset the IIS. In order to reset the IIS on the Cisco Unity Server, open the command prompt on the Cisco Unity server and issue the iisreset command. This makes the IIS stop for a period of time. When the IIS re-starts, you are able to access Cisco Unity from the web interface.

Solution 2

If you cannot access the Cisco Unity SA web page using Internet Explorer (IE), it could be due to the IE Enhanced security features. Perform these steps in order to uninstall the Internet Enhanced Security settings and resolve the issue:

  1. In the Cisco Unity server, go to Start > Settings > Control Panel.
  2. Click the Add or Remove Programs icon.
  3. In the Add or Remove Programs window, click Add/Remove Windows Components.
  4. In the Windows Components Wizard window, under the Component list, scroll to uncheck the Enhanced Security for IE check box.
  5. Click the Next button.
  6. When the Windows Components Wizard finishes uninstalling the Enhanced Security for IE, click the Finish button.
  7. Click the Close button to close the Add/Remove Programs window.

Note: When you access Cisco Unity web pages from a Windows 2003 server, the Cisco Unity server must be added to the Trusted Site List. This is required due to the enhanced security features in Windows 2003. This is located under Tools > Internet Options > Security > Trusted Sites > Sites. Then click Add in order to add the website to the zone.

Solution 3

This issue could also occur if WinHTTP Web Proxy Auto-Discovery Service is running. In order to resolve this issue, disable the WinHTTP Web Proxy Auto-Discovery Service from the Services console.

Perform these steps:

  1. Click Start > Run.
  2. Enter services.msc.
  3. Locate WinHTTP Web Proxy Auto-Discovery Service service, and open its properties.
  4. Set it to Disable so this service does not run on the next restart. You can click Stop in order to stop this service if it is running.
  5. Click OK in order for your changes to take effect.

Unable to Access the Unity SA Due to Too Many Active Sessions

Access to the Unity System Administrator fails and this error message displays:

There are too many active sessions. Please try again later.
Please see your system administrator for more details.

As a workaround you can set the registry key value of HKEY_LOCAL_MACHINE\SOFTWARE\Active Voice\SystemParameters\1.0\SaSessions to a higher number. The default registry key value is set to 5. This key controls how many active sessions the Unity SA can have simultaneously. All the active sessions are used up because the SA fails to log off the session correctly. Keep in mind that this also allows remote users to open more SA sessions. This potentially causes performance issues with the Cisco Unity server. In order to edit the registry values, choose Start > Run and type Regedit. Restart the WWW service in order to make the changes take effect.

Note: You must use Regedit with extreme caution when you use it to change registry values. Missing or incorrect values in the registry can make the Windows installation unusable.

Web/SA Page Is Blank after Server Reboot

In Unity 4.0(5), web/SA page is blank even after rebooting the system. This occurs when you run the Message Store Configuration Wizard, and choose the account that will administer Unity; then, once Unity install has finished and you log into the Unity server with this unityadmin account, the SA and the SA screen are blank when opened.

Solution

This issue is found in Unity version 4.2.0.105 installed on Windows 2003 server with all default settings. To resolve this issue, perform either of these workarounds:

  • Use grantunityaccess to associate the unityinstall account (or other AD account) with the EAdmin subscriber to access the SA and administer Unity.

    Or

  • Add the Unity server to the Trusted Zone and then change the Trusted Zone settings:
    1. Perform these steps in order to add the Unity server to the Trusted Zone:
      1. Go to the Unity server using the tray icon (don’t worry if you get a blank white screen).
      2. Double-click on the zone in the browser status bar (probably says “Local Intranet zone”).
      3. Click the green Trusted Sites icon.
      4. Click the Sites button.
      5. In the Add this web site textbox, enter the name of the Unity server.
      6. Uncheck the Require secure verification checkbox.
      7. Click Close.
    2. Perform these steps in order to change the Trusted Zone settings:
      1. Click Custom Level.
      2. In the Reset Custom Settings area, click Reset To, and choose low.
      3. Click Reset, and choose Yes.

    Note: This issue is already documented by Cisco bug ID CSCsd40823 (registered customers only) .

Cannot Open/Access Unity SA Web after Windows 2003 Server, Service Pack 1 is Applied

Access to the Unity System Administrator fails and this error message displays:

Server.CreateObject(AvSaLocalization.AvSaLocalization.1) failed.
This is most likely an error with a DLL, probably AvSaLocalizationSvr.dll 
or perhaps AvSaLocaleInfoSvr.dll. Check that these files are present, and 
registered with REGSVR32.Also be sure that the appropriate MsgStoreRes.dll 
file is present.Cannot continue. (From: Global.asa: hr=0x80070005)

Complete these steps in order to solve this problem:

  1. Search the Cisco Unity server for these files:
    • AvSaLocalizationSvr.dll
    • AvSaLocaleInfoSvr.dll
  2. Choose Start > Run, and type cmd. Press Enter.
  3. CD to the directory where the AvSaLocalizationSvr.dll file is located. At the prompt, type regsvr32 AvSaLocalizationSvr.dll. Press Enter.
  4. CD to the directory where the AvSaLocaleInfoSvr.dll file is located. At the prompt, type regsvr32 AvSaLocaleInfoSvr.dll. Press Enter.

    Note: For each register attempt, a pop-up message indicates that the .dll registered successfully.

  5. Now, update three DCOM configuration entries in Component Services. Choose Start > Programs > Administrative Tools > Component Services.
  6. Expand Component Services > Computers > My Computer > DCOM Config.
  7. On the right side pane, right click on AvLic (or whatever your CLSID represents) and choose Properties.
  8. Go to the Security tab.
  9. Under Launch Permissions, choose Customize and go to the Edit tab.
  10. Add Everyone and click to enable Local Activation and Local Launch.
  11. Click Apply.
  12. Click OK to exit.
  13. Perform these steps for the AvCsGateway and AvDsGlobalCatalog services as well. It might be necessary to restart the IIS service after you perform these changes.

Refer to the Programs that use DCOM do not work correctly after you install Microsoft Windows Server 2003 Service Pack 1 Microsoft Support leavingcisco.com document for more information.

Access to Cisco Unity Administration via Web/SA Fails

Error: Your class of service prohibits you from accessing the Cisco Unity System Administration

This error message appears when trying to login to the SA admin page of the Unity server:

Access denied Your class of service prohibits you from
accessing the Cisco Unity System Administration. 
Please see your system administrator for more details.

Solution

In order to resolve this issue, you have to collect and verify the traces for AvXML and AvSaDbConn and logs. Perform these steps:

  1. Collect the GUSI file from the Unity server.
    1. Double-click Cisco Unity Tools Depot.
    2. Expand Reporting Tools.
    3. Double-click Gather Unity System Info.
    4. After the application opens, click the write to file button.

      unity-sa-web-01.gif

      This generates a file called C:\CommServer\SystemInfo\unityinfo.cab. Open it to verify if any error occurred.

  2. Go to C:\commserver\grantunityaccess.exe in the command prompt and enter GrantUnityAccess -u NT4DOMAIN\Administrator -s EAdmin.

    This command associates the NT4 user NT4DOMAIN\Administrator with the Unity subscriber EAdmin.

  3. Get the class of service for the user by filtering the COS table against the COSObjectID column, similarly COSobjectID for EAdmin in the Subscriber table.

    Note: At this point, one subscriber is given SA web rights through GrantUnityaccess. Now, the error message is changed to:

    Your windows account is associated with multiple 
    subscribers please select to sign in
  4. Uncheck Anonymous access for SAweb in IIS and set to Windows Authentication. Then, reset the IIS.
  5. Choose Start > Programs > Microsoft SQL Server > Query Analyzer.
  6. Make sure the SQL server is local and that Windows Authentication is selected.
  7. In the top drop-down menu, choose UnityDb.
  8. Run the commands.
    select * from CoS
    select * from subscriber where alias = 'EAdmin'
  9. Confirm that the EAdmin account exists in AD and it has a mailbox associated with it.
  10. Delete the DirectoryID for EADmin from SQL.
  11. Run the Message Store Configuration Wizard (MSCW), which is part of Cisco Unity Setup to re-sync the user with Active Directory.

Error: Your Windows Domain Account is not associated with a Cisco Unity Subscriber

This error message appears when you try to log in to the System Administration (SA) admin page of the Unity server:

Access denied
Your Windows Domain Account [UNITY\UnityAdmin] is not associated with a Cisco Unity
Subscriber.
You cannot access the Cisco Unity System Administration.
Please see your system administrator for more details.

Solution

Perform these steps:

  1. Log into Cisco Unity with an account that has access to the Cisco Unity SA page.
  2. Once the SA page is up, browse to the Class of Service Section.
  3. Create a new Class of Service.
  4. Under System Access, check the Cisco Unity Administrator Application access box.
  5. Save the options.
  6. Go to the subscriber to whom you want to apply these rights.
  7. Select the class of service option for this subscriber and assign the new Class of Service you have created.
  8. Now, you need to give the rights to a user to access the Unity Administration Application using the Grant Unity Access tool. Perform these steps in order to do so:
    1. Go to Cisco Unity Tools Depot > Diagnostic tools > Grant Unity Access.
    2. In the command line prompt, enter: GrantUnityAccess -u ServerDomain\user1 -s EAdmin

      Note:  ServerDomain is your server domain name and user1 is the alias of the user for which you are allowing access.

    3. To confirm that you have granted access to the user, issue this command at the command line prompt: GrantUnityAccess -L

Error: The call to Directory::FindByDomainAndName failed with [0x800706BA]

This problem is first noticed when you try to open a web page for SA or AA and you receive this error:

Access denied 
Your Windows Domain Account [HMUNITY\Administrator] is not associated with 
a Unity Subscriber. 

You cannot access the Unity System Administration web pages.

In addition, you also see these two errors on Windows 2000 application event logs:

Additional errors on Application Event logs: 

Event Type:      Error 
Event Source:    AvCsServices_MC 
Event Category:  Error 
Event ID:        1102 
Date:            12/2/2002 
Time:            2:55:50 PM 
User:            N/A 
Computer:        UNITYDC 
Description: 
Gateway: The call to Directory::FindByDomainAndName failed with [0x800706BA] 
for the NT account: [HMUNITY\Administrator] 

Event Type:      Error 
Event Source:    AvCsServices_MC 
Event Category:  Error 
Event ID:        1100 
Date:            12/2/2002 
Time:            2:55:50 PM 
User:            N/A 
Computer:        UNITYDC 
Description: 
Gateway: Error [0x800706BA] retrieving mailboxes associated with NT account: 
[HMUNITY\Administrator]

The cause of this problem is associated with Cisco Unity losing connection to the Domain Controller (DC) or Global Catalog (GC) that it is connected to in an Active Directory (AD) environment. Even after the network connection to the DC or GC is restored, users are still unable to open SA.

Solution

Perform these steps to fix this problem:

  1. Stop Cisco Unity from the tray icon.
  2. Stop the AvCsGateway service. In order to do this, choose Start > Programs > Administrative Tools, and then restart the service.
  3. Restart Cisco Unity from the system tray icon.

Error: The page cannot be found

After disaster recovery, the Cisco Unity SA webpage is not displayed and the error message The page cannot be found is received.

Solution

  1. Verify that the ASP.net is not disabled. If disabled, enable the same to resolve the issue.
  2. Restart the IIS service from the Windows services.

Error: The server process could not be started because the configured identity is incorrect

This error message is received while loading the Cisco unity SA webpage:

Error Type: (0x8000401A)
The server process could not be started because the configured identity is incorrect.
Check the username and password.

Solution

Perform these steps to resolve the issue:

  1. Restart the IIS and W3srv services from the Windows services.
  2. Go to Start > Programs > Administrative Tools > Component Services.
  3. In the left pane, navigate to Component Services > Computers > My Computer > COM+ Applications > Cisco Unity.
  4. Right-click Cisco Unity, and choose Properties.
  5. In the Identity tab, make sure that you have the UnityMsgStoreSvc option in use, and enter the correct password for the account. Click OK.

Error: The page cannot be displayed

Accessing the Cisco unity SA webpage returns a blank page and this error message is received on the top frame. Also, the rest of the page might not load.

The page cannot be displayed

There is a problem with the page you are trying to reach and it cannot be displayed. 

--------------------------------------------------------------------------------

Please try the following:

Click the Refresh button, or try again later.

Open the ciscovm1 home page, and then look for links to the information you want. 

HTTP 500.100 - Internal Server Error - ASP error

Internet Information Services

--------------------------------------------------------------------------------

Technical Information (for support personnel)

Error Type:

(0x80004005)
Unspecified error 
/Web/SA/VNav.asp, line 128

Attempts at browsing in the SA can result in an IE pop-up error. A service restart and/or reboot of the system does not change the symptom.

This issue is documented by Cisco bug ID CSCce79009 (registered customers only) . The issue is fixed in Cisco Unity 4.0(4) SR1, and Cisco Unity 4.0(5) and later.

Also, refer to Cisco bug ID CSCse95430 (registered customers only) for additional information.

Solution

As a workaround, perform these steps:

  1. Open regedit and select the HKLM/software/active voice/commserver setup/1.0/private registry branch.
  2. Select the Registry menu and choose Export Registry File…
  3. Choose a destination directory and filename (such as “Load_after_MSCW.rgs”).
  4. Ensure the Export Range is specified by the Selected Branch radio button and click the Save button.
  5. Right-click on the HKLM/software/active voice/commserver setup/1.0/private registry key and choose Delete.
  6. Run the Message Store Config Wizard via the …\CommServer\ConfigurationSetup\Setup.exe. Do not change any of the values displayed in the wizard. The password for the Unity Installation and Directory Services accounts will be required in the process of running this wizard.

    Note: Running the Message Store Configuration Wizard will result in Unity services stopping and unavailability of the voicemail system for approximately 5-10 minutes.

  7. After the wizard has completed, open Windows Explorer to the directory of the registry file saved in step 5.
  8. Double-click on the .rgs file saved from step 4.
  9. Verify SA access to the Subscribers page now functions as expected.

Error 404: Page Not Found

Access to the Cisco Unity SA webpage fails with this error message: Error 404: Page Not Found.

Solution

In order to resolve this issue, make sure the Active Server Pages option is enabled in the IIS Manager. Complete these steps in order to enable the Active Server Pages option (if it is prohibited):

  1. Open IIS Manager.
  2. Expand the master server node (that is, the server name node).
  3. Select the Web service extensions node.
  4. In the right pane, enable Active Server Pages.

Also, restart the IIS Admin Service and World Wide Web Publishing Service.

Remote Access to Cisco Unity SA Webpage Fails

Accessing the Cisco Unity SA webpage remotely fails. A prompt for the user name and password is received, but the credentials are not recognized. An error is received which states the user name that the user tried to login with is not authorized to access the SA webpage.

Solution

Perform these steps to resolve the issue:

  1. On the remote computer, open a browser window, such as Internet Explorer.
  2. Go to Tools > Internet Options. Select the Security tab and click Custom Level.
  3. Under User Authentication > Logon, choose Prompt for user name and password. Click OK, then OK again.

    unity-sa-web-02.gif

Subscribers Profile Page is Blank in Unity SA

From the Unity SA webpage, when you access the subscriber profile or alternate extensions, a blank screen is received.

Solution

Perform these steps to resolve this issue:

  1. Go to Start and click run.
  2. Type regedit and click OK.
  3. Go to HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\SessionManager\Subsystems.
  4. On the right side pane, find Windows.
  5. Change the value of the SharedSection from 1024,2048,512 to 1024,2048,256. A reboot after the change is necessary.
Categories: Troubleshoot

Cisco CUCM 7.x/8.x: Troubleshoot Backup Issue


Cisco Unified Communications Manager backups are not running as scheduled. All Disaster Recovery Framework (DRF) services are down, and no new devices, schedules, or statuses can be viewed from the DRF console. Also, when you access the DRF admin pages, this error message is received:

Status:  Local Agent is not responding. 
This may be due to Master or Local Agent being down.

cucm_drf-01.gif

This RTMT alert is received during the backup failure:

CiscoDRFFailure Reason : Master Agent was unable to send a 
backup/restore request to the local agent. 
Node [ELS-PUB1] is not connected. 
AppID : Cisco DRF Master 
ClusterID : NodeID: ELS-pub1 .
The alarm is generated on Tue Nov 24 02:00:04 PST 2009

Solution

First, verify if the Certificate Serial Number in the keystore of Publisher is present in the Truststore of all Subscribers. Complete these steps:

  1. Log on to CUCM OS Administration page of Publisher server of the cluster setup. Choose Security > Certificate Management. The Certificate List window displays.
  2. You can use the Find controls in order to filter the certificate.
  3. Click on the ipsec.pem file and check the serial number of the certificate.
  4. Log on to CUCM OS Administration page of each node of the cluster. Choose Security > Certificate Management. The Certificate List window displays.
  5. You can use the Find controls in order to filter the certificate.
  6. Click on ipsec-trust.pem file with the file name of hostname of the publisher and check the serial number of the certificate.
  7. Certificate Serial Number should be same on all the nodes of the cluster. If Serial Number of any node is mismatched, complete these steps.
    1. Log on to CUCM OS Admin page of affected node.
    2. Choose Security > Certificate Management. The Certificate List window displays.
    3. You can use the Find controls in order to filter the certificate.
    4. Click on ipsec.pem file and download that certificate.
    5. Find the existing ipsec-trust with the filename of the hostname of the publisher,click on the file name and Delete.
    6. Upload the downloaded ipsec.pem file with the caption ipsec-trust.
    7. Restart the DRF Master Agent(MA)/DRF Local Agent (LA).

Error: Cannot write: Broken pipe

DRF backup failed with this error message:

/bin/tar: -: Cannot write: Broken pipe
/bin/tar: Error is not recoverable: exiting now
CCMDB Backup failed, unable to tar data to master agent
Restoring CAR services ...

This issue is documented in Cisco bug ID CSCte62205 (registered customers only)

As a workaround try one of these steps:

  1. Disable client alive messages on the Open SSH server
  2. Set the ClientAliveCountMax and ClientAliveInterval to a high enough count / interval so the server does not timeout the connection to CUCM during the backup.
  3. Restart the DRF Master Agent(MA)/DRF Local Agent (LA).

DRS Hangs During CCMDB Backup

Problem

DRS hangs during CCMDB backup if there are large number of CDR/CMR files accumulated in the Preserve folder. This issue is documented in Cisco bug ID CSCsl16967 (registered customers only) .

Note: If you stop CAR service, it does not stop the accumulation of flat CDR files.

Solution

Complete these steps in order to resolve this issue:

  1. Complete these steps in order to clean up the CDR files temporarily so that DRS can proceed:
    1. Stop the CDR Agent service on all servers in the cluster, so that no new CDR files are pushed to the publisher.
    2. Run this command in order to verify that all files have been pushed to the billing server(s):
      file list activelog /cm/cdr_repository/destination/*
  2. Complete these steps in order to verify that there are no symbolic links in any of the subfolders:
    1. Stop CDR Repository Manager, CAR Scheduler, and CAR Web Service on the publisher.
    2. Use this command in order to remove all the files under /var/log/active/cm/cdr_repository/preserve/<date> that have been accumulated:
      file delete activelog /cm/cdr_repository/preserve/* noconfirm
    3. Use this command in order to remove all the symbolic links under /var/log/active/cm/cdr_repository/car/<date>:
      file delete activelog /cm/cdr_repository/car/* noconfirm
    4. Restart CDR Repository Manager, CAR Scheduler, and CAR Web Services on the publisher.
  3. Complete these steps in order to stop further accumulation of CDR files:

    Note: In order to stop further accumulation of CDR files, you must start the CAR Scheduler service, set the loader to schedule continuous loading, and load CDR only.

    1. If it is not yet created, create a ccmadmin account in user group management on the ccmadmin page.
    2. Log in to CAR, and go to System > Scheduler > CDR Load.
    3. Check the Continuous Loading 24/7 and the Load CDR only check boxes, and click Update.
    4. Choose System > Database > Configure Automatic Database Purge.
    5. Enter 1 for Min Age of Call Detail Records and Max Age of Call Detail Records, and click Update.
    6. Choose Report Config > Automatic Generation/Alert.
    7. For each report, choose Disabled, and click Update.
  4. Restart the CDR Agent service on all the servers.

Error: The system is currently locked by another process. Please try again later

DRS Backups stop to execute automatically and when you attempt a manual backup, you get the Backup operation currently in progress. Please wait and try after sometime error message. When you try to install a new version or a COP file, you get the The system is currently locked by another process. Please try again later error message. This issue occurs if DRF is scheduled to backup the CUCM server automatically. This is documented by Cisco bug ID CSCsr87199 (registered customers only) .

Solution

Reset DRF Master Agent in order to resolve the issue.

Backup Fails with Winsock Error

With CUCM 8.x, the backup failed with the Winsock Error 10054/10035/10053 error message.

Solution

Make sure that the firewall is disabled on the remote backup device and perform the backup again.

DRF Backup Does Not Backup Certificates

With CUCM 8.x, on a bridge upgrade restored server, the ITL file does not have a valid signer. Phones do not have https services if the publisher is the TFTP server. On a migration to UCS, or any new hardware where a backup and restore is performed, phones do not accept configuration files and changes from the new cluster without the manual deletion of the existing ITL from the phones.

When you restore from a disaster recovery situation, phones no longer recognize their configuration or ITL files after the DRS restore if the restored server was the TFTP server. Phones may not recognize configuration changes or upgrades until their existing ITL is deleted and replaced with the newly generated ITL.

Also, when you issue the show itl CLI command on the servers, this error message appears:

This etoken was not used to sign the ITL file.
Verification of the ITL file failed.
Error parsing the ITL file

This issue is documented by Cisco bug ID CSCtn50405 (registered customers only) .

Solution

After a disaster recovery or hardware migration situation, complete these steps.

  1. Regenerate the CallManager.pem file (only on the restored server) to sync the CallManager.pem file on the file system to the one in the database.
  2. Restart TVS and TFTP.
  3. For a single node cluster, or only one TFTP server, delete the ITL file manually from all phones in the cluster.
  4. For a Multi node cluster, phones should automatically use TVS of alternate CallManager Group Servers in order to authenticate the new ITL file. Alternatively phones can be pointed to another TFTP server in the cluster.

After a bridge upgrade, complete these steps.

  1. Regenerate the CallManager.pem file (only on the restored server) to sync the CallManager.pem file on the file system to the one in the database.
  2. Restart TVS and TFTP.
  3. The phones need to be reset in order to download the new ITL file, but should not need to have the ITL file deleted as they never would have had a valid ITL file to download so far.

Error Message: bad decrypt 16404:error

With CUCM 8.x, DRS restore fails for the TFTP components with this error message

error:06065064:digital envelope routines:EVP_DecryptFinal:bad
decrypt:evp_enc.c:438:

Solution

This error message is an indication of the IP Address or Hostname Mismatch. Make sure that the CUCM server has the same IP Address and Hostname as on the MCS servers from where the backup is located. If the hostname is not the same as the backup server, you need to modify the hostname in order to be the same as the backup server and run the restore again.

Error on the backup page on CUCM

Problem

When you navigate to the backup page, the Local Agent is not responding. This may be due to Master or Local Agent being down error message appears. This also happens while you attempt to add a back-up device.

Solution

Complete these steps in order to resolve this issue:

  1. Login to the CUCM OS Admin page.
  2. Choose Security > Certificate Management.
  3. Check the serial number for ipsec.pem file.
  4. Ensure that the serial number matches the ipsec-trust.pem file for the subscribers.
  5. Restart the Cisco DRF MAster and DRF Local service in the Publisher.
  6. Activate the TFTP service.
Categories: Troubleshoot

Troubleshoot the CUPS &CUPC

June 14, 2012 2 comments

Troubleshooting issues with Cisco Unified Presence (CUP) and CUPC should begin with the Cisco Unified Presence troubleshooter.

In order to access the troubleshooter, choose System > Troubleshooter.

cups-cupc-ts1.gif

Resolve all problems identified by the troubleshooter before you proceed with this document. The troubleshooter alerts you to some basic issues that can affect all aspects of CUP and CUPC.

Prerequisites

Requirements

There are no specific requirements for this document.

Components Used

The information in this document is based on the CUPS and CUPC.

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Understanding the CUPC Boot-up Process

The CUPC connects via SSL to CUPS, then retrieves the server configuration and user preferences.

The CUPC registers via Session Initiation Protocol (SIP) to CUPS and subscribes to the user’s buddy list (username-contacts). As the CUPC obtains presence notifications from the CUP, it connects to the Lightweight Directory Access Protocol (LDAP) [as configured via CUP, not Cisco Unified CallManager (CUCM)] in order to resolve the contact names to LDAP entries. If the CUPC cannot connect to the LDAP, the contacts’ names will be listed as user IDs instead of display names, and will not have phone numbers in their contact cards.

Based on what user preferences dictate, the CUPC either connects to CUCM via CTI (desk phone mode) or SIP (softphone mode). The default is to connect via desk phone mode if the CUPC has never been launched by that user account before. In parallel, the CUPC connects to Internet Message Access Protocol (IMAP) for voicemail if configured via CUP.

Once the CUPC has connected to the CUP and CUCM, the CUPC application displays connected as its status. The user can now make calls.

Note: If the CUPC cannot connect to the CUCM, it shows Disabled as the phone mode selection. You can try to switch phone modes and see if the phone goes to connected or not.

Cannot Log In to the CUPC When Troubleshooter Shows All Green

Problem

You cannot log in to the CUPC when the Troubleshooter shows all green.

Solution

Complete these steps in order to resolve this issue:

  1. Ensure that the user name and password are correct.
  2. Go to Application > Cisco Unified Personal Communicator > User Settings in order to verify that the user has replicated over to the CUP server by visiting the CUP administration pages and searching for the user.
  3. Go to System > Licensing > Capabilities Assignment in order to ensure that the user has been given the proper Capabilities Assignment from the CUCM Administration page.

    cups-cupc-ts2.gif

  4. If the user has the proper Capability Assignment and does not show up in the list of users, you can either wait or restart the Cisco UP Sync Agent from the Cisco Unified Presence Server Serviceability. Use the drop-down Navigation and choose Cisco Unified Presence Server Serviceability.

    cups-cupc-ts3.gif

  5. Go to Tools > Control Center – Network Services.

    cups-cupc-ts4.gif

  6. If the login fails with the error message “Login Failed,” make sure that the XCP services is running. If not, restart the XCP Router service by performing the steps mentioned in the Restarting the Cisco UP XCP Router Service procedure of the Instant Messaging Compliance Guide for Cisco Unified Presence Release 8.5.

Cannot Enter Deskphone Mode

Problem

You cannot enter deskphone mode, and this error message is received:

WARN [SetPhoneMode] [DeskphoneProvider]
[PCProvider.connect(319)] - Failed to connection with reason =
CTIERR_PROTOCOL_TIMEOUT description = Internal error returned from call
control

Solution

Complete these steps in order to resolve this issue:

  1. Go to User Management > End User in order to verify that the user logged in is a member of the Standard CTI Enabled group in CUCM.
  2. Go to User Management > End User and verify the Device Association.

    This verifies that the user device is associated with their CUCM user profile.

  3. Go to Application > Cisco Unified Personal Communicator > User Settings in order to verify that the device is the Preferred CTI Device in CUPS.
  4. Go to User Management > End User in order to verify that the CUCM user has a primary extension specified.
  5. The DN of the device you are trying to control must be specified in that user’s Active Directory (AD) profile under Telephone Number.
  6. With CUP 6.0 and CUPC 1.2, specify the TFTP server address of the CUCM under Cisco Unified Presence – Settings.
  7. Ensure that the DNS server the PC uses can resolve the fully qualified name of the CUPS server.

    The host entry does not suffice, you must resolve via DNS.

    Note: If your CUCM user authentication is deferred to the AD rather than done on the CUCM, then you might want to change the port where you query the AD from 389 to 3268. This allows you to query the global catalog instead of the LDAP server in the AD. This also eliminates AD referrals that can cause timeouts, or fail if you cannot reach the address you have been referred to.

Cannot Enter Softphone Mode

Problem

You cannot enter softphone mode.

Solution

Complete these steps in order to resolve this issue:

  1. Confirm that the CUPC device configured in CUCM matches the UPC <username> pattern, where <username> is the CUCM/CUPC user name of the end user.

    This table shows examples of user name conversions for the CUPC:

    Cisco Unified CallManager User Name Associated Cisco Unified Personal Communicator Device Name
    jjackson UPCJJACKSON
    johnnie_jackson UPCJOHNNIEJACKS
    johnniejackson UPCJOHNNIEJACKS
    john.jackson UPCJOHNJACKSON

     

    Note: The user names johnnie_jackson and johnniejackson translate to the same soft-phone device name and are said to collide. You must create user names that will not result in a collision when the soft-phone device name is configured. If the CUPC is unable to derive its soft-phone device name, it will not be able to properly register and will not function as expected. You might have to reconfigure a user to use a name other than their normal user name in order to avoid this problem.

  2. Go to User Management > End User in order to verify that the UPC <username> CUPC device is associated with the CUCM user.
  3. Go to User Management > End User in order to verify that the CUCM user has a primary extension specified.
  4. The DN of the device you are trying to control must be specified in that user’s AD profile under Telephone Number.
  5. With CUP 6.0 and CUPC 1.2, you need to specify the TFTP server address of the CUCM under Cisco Unified Presence – Settings.
  6. Ensure that the DNS server the PC is pointed to can resolve the fully qualified name of the CUPS server.

    The host entry will not suffice, you must resolve via DNS.

CUPC 8.x – Cannot enter Deskphone Mode

Problem

Unable to use deskphone device in CUPC due to SSL Authentication error. When you try to enter deskphone mode, the Device Error. Invalid credentials [801] error is received.

Solution

This issue occurs when DNS is not configured, and an attempt to use SSL in order to authenticate to LDAP causes a failure to authenticate the end users.

In order to resolve this issue, add an extra line (‘TLS_REQCERT never’) under /etc/openldap/ldap.conf on the CUCM pub. This allows a user not using DNS to use LDAPS authentication. This is possible because certificates are generated using FQDN. As a result, when LDAP attempts to verify the certificate, it tries to match where LDAP is authenticating to with what is in the certificate. It is unable to do so when the IP address is configured in the LDAP authentiation web pages.

Note: This is documented in the Cisco bug ID CSCtd82438 (registered customers only) .

LDAP Server Unknown

Problem

Unable to get corporate LDAP Server in CUPC.

Solution

This issue is caused by an incorrect LDAP filter setup in the Search Base. In order to resolve this issue, match LDAP User Search Base on Cisco Unified CM Administration > System > LDAP > LDAP Authentication page.

An example to correct the LDAP User Search Base is to point to the Active Directory. This will tell you the exact LDAP path. For example, OU=Employees,OU=All User Accounts,DC=corp,DC=COMPANY,DC=org.

No Presence Information After Login

Problem

You receive no Presence information after login.

Solution

Complete these steps in order to resolve this issue:

  1. Make sure that the DNS server the PC is pointed to can resolve the fully qualified name of the CUPS server.

    The host entry will not suffice, you must resolve via DNS.

  2. Check the SUBSCRIBE CSS on the SIP trunk to CUP.

    This CSS must include the partitions of the devices you are trying to receive status on.

  3. The CUP SIP proxy incoming access control list (ACL) is not allowing incoming SIP presence messages to reach the presence engine. As a test, set the incoming ACL to ALL and reset the SIP proxy and presence engine. Log in again to the CUPC and try to reconfigure the incoming ACL properly.

Presence Does Not Update Automatically During Use

Problem

Cisco Presence does not update automatically during use.

Solution

Complete these steps in order to resolve this issue:

  1. Check the SUBSCRIBE CSS on the SIP trunk to CUP.

    This CSS must include the partitions of the devices you are trying to receive status on.

  2. The CUP SIP proxy incoming ACL is not allowing incoming SIP presence messages to reach the presence engine. As a test, set the incoming ACL to ALL and reset the SIP proxy and presence engine. Then, re-login to the CUPC. After this, you can try to reconfigure the incoming ACL properly.
  3. With CUP 6.0 and CUPC 1.2, you are required to link the DN to a user via the DN configuration page on the device.

    This setting is at the bottom of the page.

Cannot Search Directory from the CUPC

Problem

You cannot search directory from the CUPC.

Solution

CUP/CUPC integration with CUCM requires that the CUCM be integrated with an LDAP directory.

  1. Go to Application > Cisco Unified Personal Communicator > User Settings in order to verify that the CUPC user has an LDAP profile assigned.
  2. If the LDAP profile is incorrect, verify that the user name and password for your AD binding user are correct.

    The CUPC uses the distinguished name to bind to the AD, not the user name.

  3. Ensure that the distinguished name is being used in the LDAP profile in CUP under Application – Cisco Unified Personal Communicator – LDAP Profile.

Directory Server Not Responding

Problem

The Directory Server does not respond.

Solution

In the Cisco CallManager 5.x environment, when a search is performed for a user after the CUP server and client are installed, the directory server is not responding error message appears. The user is unable to see the status of the contacts in the newly installed CUPS 1.0(3). In addition, it is not possible to add a new user.

This issue occurs due to an incorrect AVVID XML Layer (AXL) password. The AXL Application Programming Interface (API) user name and password is used in order to allow the proprietary SyncAgent mechanism on the CUPS first node to access database information on the CUCM first node.

  1. Enter the user name and password for the application user that has the Standard AXL API access role assigned on the associated CUCM first node.

    By default, the Standard AXL API access role is assigned to the CCMAdministrator UserID.

  2. Confirm that the CUPS and CUPC configurations meet requirements mentioned in the Compatibility Matrix and Supported Upgrades section of the Release Notes for Cisco Unified Personal Communicator, Release 1.1.

    Note: When a user is added, try setting Application > CUPC > Settings > UserID and IM field to sAMAccountName. If the AD is used, then the user ID must be sAMAccountName in exact case. Also, try to set some other empty field, such as NamePrefix, to nameprefix.

Error: SystemVersionMismatched

Problem

This error message appears in the RTMT:

SystemVersionMismatched occured. Unknown Version

Solution

This error appears when the CUP server is not defined in the System Application Server. In the Cisco Unified Communications Manager, choose System > Application Server and verify that the CUP server is defined.

Error: Certificate Missing From Chain

Problem

When you try to configure the Presence Gateway, the SSL Connection/Certificate Verification Failed - Certificate Missing From Chain error message is received.

Solution

Complete the steps mentioned in the Integration Note for Configuring Cisco Unified Presence Release 8.0 with Microsoft Exchange in order to resolve this issue.

Users Do Not Appear in CUPS User List

Problem

CUPS enabled users do not appear in the CUPS user list.

Solution

Complete these steps in order to resolve this issue:

  1. From Cisco Unified Presence Administration, choose Cisco Unified Serviceability, and click Go.
  2. Choose Tools > Control Center – Network Services.
  3. Choose the Presence server. In the CUPS Services section, choose Cisco UPS Sync Agent, and click Restart.

Error: Unable to connect to network

Problem

With CUPC 8.0, after you enter the user name and password credentials, this error message appears:

Unable to connect to network.  Please check your network connection

Solution

If you use Cisco Unified Presence System version 7.x, you need to upgrade the server to 8.x since the Cisco Unified Personal Communicator client 8.0 is not supported on the 7.0 platform. CUPC 8.0 only works with CUPS 8.x or later

You must ensure that these Cisco Unified Presence XCP services are running on all Cisco Unified Presence nodes in all clusters:

  • Cisco UP XCP Authentication Service
  • Cisco UP XCP Connection Manager

This issue can also occur if the username contains special characters or spaces. Make sure that you remove the spaces or special characters in the username in order to resolve this issue.

Error: Attempted to perform an adhoc group chat operation but the AD_HOC_GROUP_CHAT capability was not available

Problem

This error message is received when you try to start Adhoc Group chat:

Attempted to perform an adhoc group chat operation 
but the AD_HOC_GROUP_CHAT capability was not available

Solution 1

In order to resolve this issue, check if the Conference server alias configuration is missing; if it is missing, add the configuration, and restart the CUPC in order to resolve the issue.

Solution 2

Start and activate the Cisco UP XCP Text Conference Manager in order to resolve the issue.

Unable to View Directory Information

Problem

With CUPC 8.x, you are unable to view directory information, you are unable to see the status/Presence information for any of the added users, search does not show any results, and you are unable to initiate a chat session with another user.

Solution

This issue might occur due to an LDAP integration issue. If LDAP is not configured, you cannot search any contact.

The reason for the user not able to chat with a manually added user is that when manually adding the user if the proper domain name is not provided, then CUPS will not be able to validate that user with CallManager. So, if you are not using LDAP Integration, then it is suggested to add the user through the CUPS User Option Page to resolve the issue. Perform these steps:

  1. Delete the user from CUPC.
  2. Add the user from the User Option Page:
    1. Enter the CUPS IP address, and click User Option.
    2. Enter the user ID and credentials of the end user.
  3. Click Settings > Contacts > Add New, and then type the user ID of the user you want to add.

Once these steps are complete, you should be able to see the user ID populated in the CUPC, and you should be able to chat with these users.

CUPC 7.x Unable to add Contacts

Problem

Newly added users are unable to add contacts from their CUPC, and a server error is received.

Solution

This is seen from the log:

2012-03-15 09:53:00,692 [0x00000550] ERROR LCMiddleware -
(MWMSG_EIM_ADDCONTACTTOGROUPFAILED) Failed to add contact "FFL006", SOAP response:
"Exceeds the maximum number of contacts per user"

Based on the log, “Maximum Contact List Size (per user)” was checked and found that the value was set to 0.

In order to resolve this problem, go to the parameter Maximum Contact List Size (per user) under CUP Admin GUI > Presence > Settings, and set it to 200.

Error: Cannot send your message to user at this time

Problem

After you upgrade from CUPC 7.x to 8.x, you recieve this error when you try to send a message through chat: Cannot send your message to user at this time. However, the intended recipient receives the chat message.

Solution

For a possible workaround and fix, refer to Cisco bug ID CSCtj54308 (registered customers only) .

Images Do Not Show Up

Problem

When I try to integrate the images in the Active Directory server with CUPC 8.5 server, the images do not show up.

Solution

If you use the Global Catalog (GC) port, the schema must be extended as per the How to Modify Attributes That Replicate to the Global Catalog leavingcisco.com Microsoft article.

Mailstore Shows Host/Network Server Unavailable

Problem

With CUPC 8.5(1) and Cisco Unity Connection (CUC) 7.x, the Mailstore shows that the Host/Network server is unavailable.

Solution

Make sure that the IMAP is enabled for the Class of Service on CUC in order to resolve this issue.

SIP 500 Internal Server Error

Problem

With CUPC 8.0(1), SIP 500 Internal Server Error response is received when a user tries to connect.

Solution

This issue can occur when there are corrupted entries in the database. Remove the corrupted entries in order to resolve the issue.

Profile Photo Does Not Appear for the CUPC Client

Problem

The image is uploaded to the Active Directory and also in the photo field in the CUPC Settings section of the Cisco Unified Presence Administration tool. However, the profile photo does not appear for the CUPC client.

Solution

Make sure that the correct port number is added under the LDAP Server Configuration within CUPC. The port numbers to be used by the LDAP server are:

  • TCP: 389
  • TLS: 636

CUPC Clients Go In and Out of DND without User Intervention

Problem

CUPC client sets the status to “do not disturb” intermittently without user intervention.

Solution

In order to resolve the issue, restart the ccm service on the node that has the abandoned PublishEPAs.

CUPC Status Shows Offline

Problem

CUPC status shows offline even when the user logs in without any issues. Also, the logs and traces show the 401 Unauthorized error message.

Solution 1

In order to resolve this issue, go to Cisco Unifies Communications Manager Administration Page > User Management > End User. Find the user and reset the DIGEST Credential Field to 12345, and then click Save. Also, make sure that the TFTP client is running and that Windows Firewall is turned off in the user’s system.

Solution 2

This issue can also occur due to Cisco bug ID CSCti40757 (registered customers only) . Refer to this bug for a possible workaround and fix.

Error: Could not get an instance of redemption

Problem

On CUPC version 8.5.1 with Click to Call installed, this error message displays when Micrsoft Word is opened:

Could not get an instance of redemption

This issue occurs on a Windows XP machine without Microsoft Outlook Client.

Solution

In order to resolve the issue, the Microsoft Outlook Client must be installed. Refer to the Cisco bug ID CSCto61762 (registered customers only) for a possible fix.

CUPS Restore Fails

Problem

When CUP server is installed on MCS physical server and its backup database is restored on a virtual machine, the restore fails. This issue occurs when the MCS and virtual machine disk sizes are going from larger to smaller disk size.

Solution

The workaround is to reconfigure the virtual machine to have the same or larger disk size than MCS server.

CUPC Clients are Unable to Register to CUCM

Problem

After the public certificates is installed on the CUCM, the CUPC clients can no longer register to the CUCM. The server status notification on the CUPC clients shows this error:

A device initialization error has occurred, 
could not connect to device provider

Solution

Complete these steps in order to resolve this issue:

  1. Log in to the Cisco Unified Presence Administration page, and go to Application > Cisco Unified Personal Communicator > CCMCIP Profile.
  2. If Server Certificate Verification is set to Self Signed or Keystore, change it to Any Certificate so that the Cisco Unified Personal Communicator accepts all valid certificates.
  3. Once the changes are made, log out, and then log in to the CUPC.

CAPF Enrollment Fails when Switching from Deskphone to Softphone

Problem

With CUPC 8.5(2), CAPF enrollment fails when switching from Deskphone to Softphone, and the user is prompted for the authentication string even though the authentication mode of the Softphone is set to By Null String on CUCM.

Solution

This issue is documented in Cisco bug ID CSCtq60097 (registered customers only) . As a workaround, after you switch to Softphone mode, restart the client so that it will start in Softphone mode directly.

Unable to Perform Silent Deployment of CUPC

Problem

You are unable to perform silent deployment of CUPC.

Solution

In order to perform silent deployment of CUPC, issue this command: c:\windows\options\installs\cupc85\CiscoUnifiedPersonalCommunicatorK9.exe /s /v” /qn”

Error: A phone initialization error has occurred

Problem

When CUPC is used with Microsoft Vista Operating System, the user receives this error message:

A phone initialization error has occurred. Failed to get configuration. [400]

Also, some users report this error message:

A device initialization error has occurred. Phone not selectable. [1300]

Solution

As a workaround, Microsoft Vista Workstation firewalls must be modified to allow for CUPC communication on all the ports.

Error: Cannot send your message to user at this time

Problem

After an upgrade from CUPC version 7.x to version 8.x, this error message is received when you try to send a message through chat:

Cannot send your message to user at this time

The intended recipient receives the chat message in spite of receiving this error message.

Solution

For a possible fix, refer to Cisco bug ID CSCtj54308 (registered customers only) .

CUPC Group Chat Not Working

Problem

When you try to start a Group Chat, the AD_HOC_GROUP_CHAT error message is received and the capability is not available.

Solution

Try these steps in order to resolve the issue:

  1. Make sure that the Cisco UP XCP Text Conference Manager service is up and running. If it is not, start the service.
  2. You also need to disable Persistent chat and Message compliance. Complete these steps:
    1. Go to CUPS > Messaging > Compliance, and disable Message compliance.
    2. Go to CUPS > Messaging > Group and Persistent Chat, and disable Persistent chat.

Note: Ad-hoc group chat does not require that persistent chat be enabled.

Error: Install script of option /common/download//ciscocm.removeVIR.7x.cop failed

Problem

With CUPS version 7.0.9, when you try to install the .cop file, the installation fails with this error message:

Error: Install script of option /common/download//ciscocm.removeVIR.7x.cop failed

Solution

Disable the Cisco Security Agent, install the cop file, and then re-enable the Cisco Security Agent in order to resolve the issue.

Unable to get Softphone control

Device Error

Unable to get Softphone control and the Device Error. Please review the Server Health under the Help menu for a possible cause [101] error message appears under Help > Show Server Health.

Solution

This issue can occur if the client PC is unable to resolve the hostname of the CUCM server. In order to resolve this DNS issue, add a DNS entry for the CUCM server on the DNS server.

Error: No Phone system connection

The user is unable to control the phone using RCC and the following error message is received

No Phone system connection

Solution

This issue can occur for the users with an apostrophe (‘) in their OCS sign-in ID. This is documented in Cisco bug ID CSCta42149 (registered customers only) .

In order to resolve the issue, remove the apostrophe from the OCS sign-in ID.

CUPC status changes to do not disturb on its own

Problem

When a user logs on to CUPC, it instantly goes to do not disturb (DND) mode. If the user changes it to available, it will remain in that state for a while, but eventually go back to DND. Nothing appears to be causing the issue in the user’s Outlook calendar.

Solution

In cases where CUCM is integrated with CUPS, rogue PublishEPA processes can cause DND to toggle unexpectedly for user phones.

This is occurs during EM login and logout, as well as during line registration. When an EM user logs out, Line control issues UnPublisgInd to Publish Manager with an empty device PKID. As a result, the Publish Manager does not clear the EPA process, which then leads to a Rogue EPA process in the system. It is also observed that this could happen during Line registration time and hence Rogue EPA process is created which could lead to wrong presence status in CUP clients.

In order to resolve this issue, disable the Presence Engine and SIP Proxy services on CUPS, and restart the CM service on all nodes.

Categories: Troubleshoot

Cisco CallManager: Troubleshooting RTMT Issues


Problem: RTMT Java Exception Error

The RTMT does not work, and these error messages appear: java.util.MissingResourceException: Can't find bundle for base name org.apache.xerces.msg.XMLMessages,. The error message appears when a user attempts to access the RTMT, or after upgrading the operating system of the CallManager server.

Solution 1

Complete these steps in order to resolve this issue:

  1. Go to the Windows Start menu and choose Programs > Administrative Tools > Internet Services Manager.

  2. Expand the CallManager server name from the Internet Information Services window and click Default Web Site.

  3. Right click the AST and select the Properties option from the left side of the window.

  4. Select the Virtual Directory tab from the AST Properties window.

  5. Verify that the Execute Permissions field under the Application Settings section is set to Script and Executables.

  6. Restart the IIS through command prompt. Use this command: C:\utils>iisreset.

Solution 2

RTMT did not work after upgrading the Windows operating system and displays the same error.

Complete these steps in order to resolve this issue:

  1. Open the urlscan.ini file from the C:\Winnt\system32\inetsrv\URLscan\ location.

  2. Change the RemoveServerHeader parameter value from 0 to 1.

Problem: Unable to Pull QRT reports using RTMT

With Cisco Unified Communications Manager 6.x, pulling the Quality Report Tool (QRT) reports using RTMT fails even though QRT is enabled on Cisco IP Phones.

Solution

Complete these steps in order to resolve this issue:

  1. In the Cisco Unified Communications Manager server, open the Cisco Unified Serviceability page.

  2. Go to Tools > Control Center – Feature Services.

  3. Check if the Cisco Extended Functions service under Voice Quality Reporter Services is activated and running. If not, start the service. If it indicates that the service is running, restart it.

Error: [RTMT-ALERT-StandAloneCluster] RouteListExhausted

This error message is reported by RTMT:

[RTMT-ALERT-StandAloneCluster] RouteListExhausted
Explanation: An available route could not be found in the indicated route list

Solution

The RouteListExhausted messages indicate that CallManager was unable to send a call to those Route Groups in a Route List. This is usually as a result of no B channels or ports being available on a gateway for routing a call. If you have a Route List with an H.323 gateway as the first Route Group, and a second Route Group that should take any overflow, then sometimes the first H.323 gateway will send a User Busy back to the CallManager if all of its channels or ports are busy. If this occurs, then the call is not forwarded to the second Route Group in the Route List.

If this is how your own Route List is configured, then go to Cisco CallManager Administration > Service > Service Parameters > Select a server > Select Cisco CallManager and configure the Stop Routing on User Busy Flag service parameter to False.

This will mean that the CallManager will try other gateways to re-route the call on a User Busy before reaching the RouteListExhausted state. However, if there are no RouteListExhausted events in the Application Log, then the RouteListExhausted messages reported by RTMT can be a result of an Unallocated number or User Busy messages from the PSTN. In this case, this message can be ignored.

Error: [RTMT-ALERT-StandAloneCluster] CriticalServiceDown

This error message is reported by RTMT:

[RTMT-ALERT-StandAloneCluster] CriticalServiceDown
Service status is DOWN. Connection Database Proxy.

Solution

This error can occur when the value of the Database Proxy: Service Shutdown Timer is set as the default value, which is zero. In order to remove this error, set the value of Database Proxy Service Shutdown Timer to a value between 0 and 999. Perform these steps:

In the Cisco Unity Connection Administration page, go to System Settings > Advanced > Connection Administration. Enter a value between 0 and 999.

Note:  If you restart the server, the remote database proxy service will remain shut off. After a system restart, turn on the service manually.

To activate the Remote Database Proxy Service, perform these steps:

  1. Go to the Cisco Unity Connection Serviceability web admin page.

  2. On the Tools menu, choose the Service Management page.

  3. Click the Activate button next to the Connection Database Proxy item under Optional Services.

Error: RTMT-ALERT: DBChangeNotify queue delay over 2 minutes

This error message is reported by RTMT:

RTMT alert:
DBChangeNotify queue delay over 2 minutes. Current DB ChangeNotify queue
delay (150) is over 120-sec threshold.

Solution

DBChangeNotifyFailure—This alert occurs when the Cisco Database Notification Service experiences problems and might need to be halted. This condition indicates that Change Notification Requests queued in the database are “stuck” and system changes are not taking effect. If you use the default alert properties, the alert gets triggered when the DBChangeNotify queue delay is over two minutes. One alert is sent every 30 minutes.

Also, the DBL service is responsible for relaying these DBChangeNotify messages. In order to resolve the issue, you need to restart the Cisco Database Layer Monitor service on all servers in the cluster. The command for restarting the Cisco Database Layer Monitor service is shown here:

admin:utils service restart Cisco Database Layer Monitor
Service Manager is running
Cisco Database Layer Monitor[STOPPING]
Cisco Database Layer Monitor[STOPPING]
Cisco Database Layer Monitor[STOPPING]
Cisco Database Layer Monitor[STOPPING]
Commanded Out of Service
Cisco Database Layer Monitor[NOTRUNNIG]
Service Manager is running
Cisco Database Layer Monitor[STARTED]
admin:

Note: Restarting the Cisco DBL service will not reset any phones or devices. It just reloads the database cache and forces the CallManager service to get a fresh copy of the database.

Unable to Download RTMT Plug-in

User is unable to download the RTMT plug-in.

Solution

If you are using third-party download software, this issue can occur. Uninstalling the third-party download software will resolve the issue.

Unable to Monitor the Informix Database

Solution

If you already have an SNMP notification destination configured on CallManager with Write and Notify set, you can enable traps to be sent based on local syslog messages:

  1. You need to enable clogNotificationsEnabled (1.3.6.1.4.1.9.9.41.1.1.2). You can use this command to enable it:

    snmpset -c <community_string> -v 2c 14.48.46.2 .1.3.6.1.4.1.9.9.41.1.1.2.0 i 1
    
  2. Now, in CallManager, go to the serviceability page > Configuration, choose your server, and then Service Group > Database and Admin Services > Database Layer Monitor. Make sure local syslogs are Enabled and set to error.

  3. To check what alerts are at which levels (all of them are at error or alert), go to Alarm > Definitions. Choose the System Alarm Catalog, and then the DBAlarmCatalog. Provided there are all the database alerts we have and can trap on.

Unable to Download PDF Files

With CUCM 6.x, PDF files cannot be downloaded from the Serviceability Reports archive. This error message is received:

Page cannot be displayed

Solution

In order to resolve the issue, restart Cisco Serviceability Reporter from Tools > Control Center -Feature Services.

Error: Exceeds max limit for trace file download requests

This error message appears in RTMT:

Exceeds max limit for trace file download requests. 
Current limit is 2

Solution

Restart these system services in order to resolve the issue:

  1. Cisco Trace Collection Servlet

  2. Cisco Trace Collection Service

No Option Available when the QRT Softkey is Pressed

When the user presses the QRT softkey, nothing happens.

Solution

Restart the CTIManager service in order to resolve the issue.

Error: CDRFileDeliveryFailed BillingServerAddress

This alert is received on RTMT:

CDRFileDeliveryFailed BillingServerAddress : 10.1.11.1 AppID : Cisco CDR
Repository Manager ClusterID : NodeID : PUBLISHER . The alarm is
generated on Wed Jul 07 17:13:05 IST 2010.

Solution

Restart these services in order to resolve the issue:

  • CDR Repository Manager

    This service maintains and moves the generated CDRs that are obtained from the Cisco CDR Agent service. In a system that supports clusters (Cisco Unified Communications Manager only), the service exists on the first server.

  • Cisco SOAP – CDRonDemand

    This is a SOAP/HTTPS-based service that runs on the CDR Repository server. It receives SOAP requests for CDR file name lists that are based on a user-specified time interval (up to a maximum of 1 hour) and returns a list of file names that fit the time duration that is specified in the request. This service also receives requests for delivery of a specific CDR/CMR file with the file name and the transfer method (SFTP/FTP, server name, login info, directory) that is specified in the request.

Excessive mixer calls

With Cisco Unified Communications Manager 7.0, the IP Voice Media Streaming Application service driver shows this system log error: Excessive mixer calls.

Solution

Because this appears to be a cosmetic error, you can disable the RTMT alert related to the error message. Or if you want to get the issue permanently resolved, you can upgrade your CallManager server to any of the releases mentioned in Cisco bug ID CSCte19629 (registered customers only) . This bug ID contains the fix for this defect.

How to Get Usage Information on Hardware Conference

In order to monitor usage information on Hardware Conference from the Communication Manager, perform these steps:

  1. Log in to RTMT.

  2. Go to System > Performance > Open Performance Monitoring.

  3. Choose Cisco HW Conference Brige Device.

rtmt-error-tshoot-01.gif

Collect Raw CDR Data using RTMT

In order to collect raw Call Detail Records (CDR) data using RTMT, perform these steps:

  1. Log in to RTMT.

  2. Go to System > Tools > Trace > Trace & Log Central and select the following:

    Cisco CDR files on CM server
     Cisco CDR files on Publisher Processed
  3. Check All Servers for both the above services.

  4. Click Next, and again click Next. Give the appropriate time range for which you want to collect raw CDR data.

  5. Specify a Download File Directory and zip the files.

  6. Click Finish. Collect the files.

Pull the Report for the PRIs using the RTMT

Perform these steps in order to pull the Report for the Primary Rate Interface (PRI) using the RTMT:

  1. Go to RTMT > System > Performance > Cisco MGCP PRI, Calls Active or Channel XX status.

  2. Drag the object (Calls Active) to the right panel (if possible, select the last PRIs on the Route Groups).

  3. Right click and select Alert > Severity: Warning, Absolute Value 20.

  4. If you already have the email alert enabled, choose the profile for Action email. Click Save.

  5. If you do not have the email alert enabled, you need to configure this alarm on the RTMT. Perform these steps:

    1. Login to the RTMT and choose Alert Center.

    2. Right click on the XXXXXX alert, and choose Set Alert/Properties…. Configure the following and click Next:

      • The alert is enabled.

      • Select the severity of the alert.

      • Select the server that you want to make the report.

    3. From this window, choose Duration: Trigger alert immediately and click Next.

    4. From this window, configure the following and click Next:

      • Frequency: trigger alert on every poll

      • Schedule: trigger alert when it occurs

    5. Configure the following and click OK:

      • Check the Enable Email check box.

      • Go to Configuration > Add > Enter name and description.

      • Under recipients, click Add and insert the email to where you want to send the alert information.

Remove Recipient from Email Notification of RTMT

In order to remove a recipient(s) from email notification of RTMT, perform these steps:

  1. Go to RTMT > System > Tools > Alert > Alert Central.

    rtmt-error-tshoot-02.gif

  2. Choose the Alert Name to modify.

    rtmt-error-tshoot-03.gif

  3. Go to RTMT > System > Tools > Alert > Config Alert Action.

    rtmt-error-tshoot-04.gif

  4. Choose the action profile for email. Click Edit and select the Recipient(s) to be removed.

    rtmt-error-tshoot-05.gif

  5. Click Delete. Then, click OK and Close.

RTMT stuck at “loading please wait….”

The RTMT hangs because of an UnsupportedClass Exception as the JRE used in compiling the code and launching the RTMT is different. In order to remove this error, complete these steps:

  1. Install RTMT. By default, RTMT is installed at C:\Program Files\Cisco\CallManager Servicability.

  2. Copy the jre1.5.0_14 folder from C:\Program Files\Java to C:\Program Files\Cisco\CallManager Servicability\JRE.

  3. Go to C:\Program Files\Cisco\CallManager Servicability\jrtmt and open run.bat in a notepad. Then, replace the content with ..\JRE\jre1.5.0_14\bin\java -Dsun.java2d.d3d=false-Xbootclasspath/a:.;.\Lib\xerces.jar;.\Lib\log4j.jar;.\Lib\jcchart45 0J.jar;.\Lib\collections.jar -jar JRtmt.jar.

  4. Double click run.bat.

  5. If the double click does not work, go to Start > Run and type cmd.

  6. Type cd C:\Program Files\Cisco\CallManager Serviceability\jrtmt and then type run.bat. This opens the RTMT login screen.

    Note: Perform run.bat whenever you want to use RTMT. A shortcut created for run.bat on the desktop does not work.

    Refer to Cisco bug ID CSCsu86458 (registered customers only) for more information.

No line/device available

After pressing dial on the WebDialer pop up, the "No line / device available" error is received. This error message is reported by RTMT:

CTIManager: 1055: LEHIUCMPUB.ad.local: Apr 14 2011 22:28:26.545 
UTC :%UC_CTI-3-CtiDeviceOpenFailure:%[CTIconnectionId=3][DeviceName=SEPA40CC395368C]
UNKNOWN_PARAMTYPE:ReasonCode=-1932787499]
[AppID=Cisco CTIManager][ClusterID=StandAloneCluster][NodeID=LEHIUCMPUB][CTIAppID=Cisco
WebDialer][ProcessID=30024][ProcessName=CtiHandler]: Device Open failed

Solution

In order to resolve this issue, deactivate/reactivate the WebDialer service.

RTMT alerts sent via email fail to deliver

The RTMT email alerts fail to deliver if the DNS is not configured on the Cisco Unified Communications Manager server. If DNS is not configured on the Cisco Unified Communications Manager servers during or post install, the fully qualified domain name (FQDN) will not append to the email sent by RTMT. This causes the email to be undeliverable.

This issue is documented by Cisco bug ID CSCsk71330 (registered customers only) .

Solution

Configure DNS from the Command Line Interface (CLI) using these commands:

set network dns primary xxx.xxx.xxx.xxx 
set network dns secondary xxx.xxx.xxx.xxx 
set network domain yourdomain.com 

After you enter the commands, reboot the node for the changes to take effect.

CUCM User is unable to Access the RTMT

After creating a new user in Cisco Unified Communications Manager, you cannot make this user access the RTMT.

Solution

In order to resolve this issue, complete these steps:

  1. Find the Standard Packet Sniffer Users group and click Add Users to Group.

  2. Add the specific end user who should access the RTMT to this group. Click Save.

Getting CTI RTMT alerts

Problem

This error is received continuously on the subscriber:

%CCM_CTI-CTI-3-kCtiEnvProcDevListRegTimeout: Directory change notification 
request time out. Cluster ID:StandAloneCluster Node ID:PMC-BMI-CM04

Note: When researching the error message, it states to check network connectivity with that node. All nodes are alive and working, but this error message is persistent.

Solution

In order to resolve this issue, restart the CTI Manager service on that node.

Categories: CCIE VOICE Tags:

Integrate Cisco Unified Communications Manager 8.x with Active Directory


Configure Cisco Unified Communications Manager Administration LDAP System

You can make changes to LDAP Directory information and LDAP Authentication settings only if synchronization from the customer LDAP directory is enabled in the LDAP System Configuration page.

In order to access the LDAP System Configuration page, choose System > LDAP > LDAP System from the Cisco Unified Communications Manager Administration application.

cucm-8x-ldap-01.gif

This diagram shows how LDAP System is configured in the Cisco Unified Communications Manager Administration page.

cucm-8x-ldap-02.gif

Create a New Directory Replication Agreement

Choose System > LDAP > LDAP Directory and click Add New in order to add a new Directory Replication Agreement. In the LDAP Directory window, you specify information about the LDAP directory; for example, the name of the LDAP directory, where the LDAP users exist, how often to synchronize the data, and so on as shown here.

cucm-8x-ldap-03.gif

Note: Cisco recommends that you create a specific account with permissions in order to allow it to read all user objects within the sub-tree that was specified by the user search base. The sync agreement specifies the full Distinguished Name of that account so that the account can reside anywhere within that domain.

Complete these steps in order to locate LDAP directory configurations.

  1. Choose System > LDAP > LDAP Directory.
  2. The Find and List LDAP Directories window displays.
  3. Click Find.
  4. From the list of records that display, click the link for the record that you want to view.
  5. The window displays the item that you choose.

    Here you may click on Perform Full Sync Now which should be performed after LDAP Authentication Configuration settings. Since after this settings only CUCM should be ready to synchronize with Active Directory.

LDAP Authentication Configuration Settings

The authentication process verifies the identity of the user with the validation of the user ID and password/PIN before access is granted to the system. Verification takes place against the Cisco Unified Communications Manager database or the LDAP corporate directory.

Complete these steps in order to configure the LDAP authentication information.

  1. Choose System > LDAP > LDAP Authentication.
  2. The LDAP Authentication window is displayed. Enter the appropriate configuration settings as described in the LDAP Directory window as shown below.

    cucm-8x-ldap-04.gifHere when you integrate with Microsoft Active Directory and the server is Global Catalog, Enter 3268 as the LDAP Port number. If you are using employee id as the user id enter 389 as the LDAP Port Number (Single Domain Controller). This LDAP Port number is where Microsoft Active Directory receives the LDAP requests.

  3. Click Save.

You can now navigate to User Management > End User and see that the users in Active Directory got synchronized with the Cisco Unified Communications Manager database.

Categories: CCIE VOICE Tags:
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