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  • Cisco Unified Attendant Console - Troubleshooting Guide August 26th, 2011

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    800 553-NETS (6387) Fax: 408 527-0883

    Text Part Number: OL-20150-01

    http://www.cisco.com

  • THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.

    THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY.

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    IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

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    All other trademarks mentioned in this document or website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0907R)

    Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actual addresses and phone numbers. Any examples, command display output, network topology diagrams, and other figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses or phone numbers in illustrative content is unintentional and coincidental.

    Cisco Unified Attendant Console - Troubleshooting Guide © April 3, 2013 Cisco Systems, Inc. All rights reserved.

  • OL-20150-01

    C O N T E N T S

    Preface 3

    Cisco Unified Attendant Console User Accounts 3

    Cisco Unified Communications Manager System Devices 4 System Sizing Tool 4

    Obtaining Documentation and Submitting a Service Request 4

    Logging 1-1

    Cisco Unified Attendant Console Logs 1-1

    Cisco Unified Attendant Server Logs 1-2

    Cisco Unified Attendant LDAP Plug-in 1-2

    Cisco Unified Attendant CUPS Plug-in 1-2

    Cisco Unified Attendant BLF Plug-in 1-3

    Web Admin 1-3

    Cisco TSP Logging 1-4

    Installation and Connectivity 2-1

    Unable to Connect to Cisco Unified Communication Manager 2-1

    CTI Device Problems 2-2

    Uninstalling the Wave Driver 2-3

    Some CTI Devices Not Registering 2-3

    Callers To Main Reception Hear Fast Busy Tone 2-4

    CTI Devices Not Synchronizing 2-4 Ldap Server Not Synchronizing Contacts 2-4 Operators Receive Invalid Destination Error When Transferring Calls 2-5

    Administrator Permissions Issue 2-6 Configuring Cisco Unified Attendant Console Web Admin under a local administrator account 2-6

    Changing Cisco Unified Attendant Console Server IP Address 2-10

    XML Configuration files 2-11 CTI Server 2-11 CUPS Server 2-11 Database Configuration file 2-11

    Clients 2-12

    Unable To Make Online Changes Because Channel Link Is Down 2-12

    1 Cisco Unified Attendant Console - Troubleshooting Guide

  • Contents

    Web Administration 3-1

    Unable to Create Queues or Operators 3-1

    Unable to activate LAC on Cisco Website 3-1

    Logging in to Web Admin Causes "DB Error" Message 3-2

    Attendant Console and Client Software Issues 4-1

    Directory Issues 4-1 Directory Does Not Display and Console Shows Database not connected 4-1 Contact Phone Status Not Displayed 4-2 Contact Phone Status Shows Out Of Service 4-3

    Client Preferences Are Not Saved 4-3

    Remove Call Park Window 4-5

    Enabling Direct Transfers 4-5 Technical Considerations for enabling Direct Transfers 4-6

    2 Cisco Unified Attendant Console - Troubleshooting Guide

    OL-20150-01

  • Preface

    This document is intended for anyone involved in the planning, implementation and system administration of Cisco Unified Attendant Console. It assumes basic knowledge of the Cisco Unified Attendant Console system and an understanding of Cisco Unified Call Manager, and it should be used in conjunction with the Cisco Unified Attendant Console Installation and Administration Guide.

    Cisco Unified Attendant Console is available in the following editions:

    All Editions have a client/server architecture.

    Cisco Unified Attendant Console User Accounts Cisco Unified Attendant Console uses the Cisco TSP to communicate between the Cisco Unified Attendant Console Server and the Cisco Unified Communication Manager cluster to which it is registered. In order to function correctly the User profile with which the TSP is registered must have the correct roles assigned to it that all it perform all of the functions required. All Cisco Unified Attendant Console versions up to 8.0.3 require an End User to be configured. If the Cisco Unified Communication Manager is synchronised with an AD source, then the required End User must also be configured in AD, or it will be deleted when the synch happens.

    Note From version 8.0.3 an Application User is required. This has the advantage that these Users are not synchronized with AD, and therefore there is no risk of the User being deleted this way, and running the risk of the Cisco Unified Attendant Console server shutting down. It is required that the User is changed from an End User to an Application User when completing an upgrade to version 8.0.3 or higher.

    The User requires the following Roles to be assigned:

    • Standard AXL API Access

    Edition Number of Attendants (operators) Number of Queues Number of Contacts

    Department Edition 2 per instance (5 instances per server)

    1 per instance (5 instances per server)

    150 per instance (5 instances per server)

    Business Edition 12 3 500

    Enterprise Edition 40 50 100K

    Premium Edition 50 100 100K

    3 Cisco Unified Attendant Console - Troubleshooting Guide

    OL-20150-01

  • Preface

    • Standard CTI Allow Calling Number Modification

    • Standard CTI Allow Control of All Devices

    • Standard CTI Allow Control of Phones supporting Connected Xfer and conf*

    • Standard CTI Allow Control of Phones supporting Rollover Mode*

    • Standard CTI Allow Reception of SRTP Key Material

    • Standard CTI Enabled

    Note * are only relevant if using phone models 69xx, 7931, 7965, 89xx and 99xx on Cisco Unified Communication Manager 7.1.2 or greater.

    Cisco Unified Communications Manager System Devices Cisco Unified Communications Manager uses the following system devices:

    • Queue DDI (Direct Dial In)—the number dialed to route calls into a queue. Each DDI is configured on Cisco Unified Communications Manager as a CTI Route Point, and any call intended for this queue must be directed to this port, either directly or through a translation pattern.

    • CT Gateway Devices—CTI Ports that are created by the Admin app

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