Transcript troubleshooting - Cisco Unity Tools

Cisco Unity Connection 2.0
Phone View
Troubleshooting
Mike Maas, Unified Communications Business Unit
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
1
Overview
 The Big Picture
 Errors and Troubleshooting
CallManager and IP Phone
Unity Connection
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© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
2
The Big Picture
Authentication
1.
Phone Call
established into
Unity Connection
2.
User enters into the
conversation with
Unity Connection
3.
Phone View
Feature triggered
4.
Communications
with the phone are
authenticated
5.
Phone validates the
credentials with
CallManager for
every request
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© 2006 Cisco Systems, Inc. All rights reserved.
OK
Cisco Confidential
3
The Big Picture
Feature Implementation
1.
Phone View is
Requested
2.
A filtered collection
of messages is
retrieved from the
Unity Connection
database
3.
The message list is
relayed to the
phone as an XML
object
4.
URL Events from
the Phone are
received by Unity
Connection
5.
Events from the
phone guide the
conversation
Presentation_ID
<Query>
Message 1
Message 2
Message 3
© 2006 Cisco Systems, Inc. All rights reserved.
<xml />
Play Message 2
Conversation
Plays Message
Cisco Confidential
4
Phone View
CallManager and IP Phone Errors
 Authentication
 Displayed Errors
XML Parsing Errors
Host Not Found
 Network Resolution/Bandwidth/Latency Problems
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© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
5
Phone View
CallManager and IP Phone Troubleshooting
 Check for an incorrect configuration
Default Authentication URL is set incorrectly
Application User details missing or wrong
User exists with the right password and phones
 Verify the configuration information
Reboot as necessary to pickup load and configuration changes
 Network Packet Analysis
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© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
6
Phone View
Unity Connection Errors
 Unity Errors
The User receives an error prompt
“You are not configured to show messages” = configuration
“There was an error displaying messages” = failure
The User gets nothing
Presentation_ID
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
7
Phone View
Unity Connection Troubleshooting
 Verify and Configure the CallManager integration
Verify you have a working integration to the CallManager
Check "Enable Phone Applications" on the Phone System
Basics page of your CallManager integration
For CTI User and Password, use the previously entered
CallManager Application User and Password information
 Verify the User Configuration
 PhoneManager / CDE / VUI Traces
 Network Packet Analysis
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© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
8
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© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Confidential
9