Troubleshooting General CUCM & Contact Center Issues

Troubleshooting General Contact Center Issues

The following are in regarding to Cisco CUCM and Contact Center version 11.5.1.12900-21 and IP Phones 7841 and 7861. There may be other reasons or solutions but these steps helped in these particular cases:

 

• New 7841 handset reads “Unprovisoned”
  • If the phone reads “unprovisioned..” after “registering..”, this will be resolved by assigning the phone an extension as in step 7 for registering a phone with CUCM 

 

• Unable to delete User Profile, Device pool, Extension, etc.
  • You may see the following error message if the thing you are trying to delete is locked down: Error occured. One or more records did not get deleted. The pkid column in the device table in the database is being referenced from another table.Please check the dependency records, remove the reference,then try the delete again
    • Dependency records are already enabled in CUCM System → Enterprise Parameters Configuration and under the section ‘CCMAdmin Parameters’
    • Say, for example, you try to delete a terminated employees’ UDP profile, but the profile is locked and cannot be deleted. You can figure out precisely why it is locked by clicking on the user profile and in the top right in ‘Related Links:’, select the ‘Dependency Records’ option from the drop down
    • Doing this will show you why the delete action here is being rejected 

 

• Phone rings indefinitely and does not go to voicemail
  • This is under the assumption voicemail is already configured
  • Back in CUCM, check the DN that forward no answer internal and external are checked off and the call search space is set as internal

 

• Extension Mobility – Login Unsuccessful/Unavailable (22)
  • If you get a login unavailable then extension mobility is missing somewhere in CUCM for the extension itself – the device profile, the phone, or the end user configuration. Look for ‘allow control of device from CTI.’
    • Secondly, the PIN may simply be different from what the user believes it it. Change this in the End User configuration
  • If the login fails immediately with the message not prompting for a PIN, then make sure under Extension Information for the phone configuration that ‘Enable Extension Mobility’ is checked with the correct user profile

 

• 78xx IP Phone Handset displaying the incorrect time/timezone
  • Unplug the LAN cable and wait 5 seconds
  • Hold the ‘#’ key and plug the LAN cable back in
  • When the phone boots up, the headset, speaker, and mute buttons should light up. If one of them does not light up, proceed anyway
  • If the mute button lights up, it will turn off momentarily. Proceed with releasing the ‘#’ key and enter in sequence: 12345679*0#
  • After pressing these buttons in sequence, all lights should go off and the phone should enter the factory reset process. If a button is pressed out of sequence, the phone boots normally
    • Do not power down the phone until this reset completes
  • The handset should now display the correct time

 

• End user status: Inactive or Disabled LDAP Synchronized User
  • When a user is disabled or deleted in AD but continues to appear in the end user menu of CUCM
    • There are CUCM CLI commands available to override this immediately to remove the user from the database. However, 24 hours after the user has been marked as inactive or disabled will the user then be purged by CUCM garbage collection which occurs at 3:15 am the following night (fixed time)

 

• Unable to log into Jabber: cannot connect with the server
  • A user attempts to log into Jabber but cannot because it says the server cannot be contacted: contact your administrator.
    • Look at solving this by going to the End User menu in CUCM and seeing whether the user is associated with the appropriate access group

 

• Cannot send messages or make calls in Jabber
  • The user cannot message people or make calls in Jabber: the options to do so are greyed out
    • Resolve this by looking at Jabber options and accounts: the credentials provided should be that of your Windows account
    • Enter the credentials manually. If there are still issues with this, log out and back into Windows. Credentials shouldn’t have to be entered manually so this step should help

 

• Cannot Install Jabber: Error 2753 The File “ciscojabber.exe” is not marked for installation
  • From Cisco: You need to delete a registry key. Go to the registry editor by opening a run dialog and typing in ‘regedit’ Then go to:HKEY_CLASSES_ROOT\Installer\Products\. You’ll need to Control+F to find ‘Jabber’ in those keys. Once you find it, delete the entire registry key (it’s a guid so it will vary). Find all the keys that have Product Name Cisco Jabber and delete them. Then you will be able to reinstall it.

 

• Jabber: cannot connect with servers. Contact your administrator
  • First check in CUCM end user configuration that hard phone of that user is assigned as a controlled device. Without this, it is probably why you cannot enable phone services through Jabber – following steps are not necessary
  • Unable to access your voicemail through Jabber: Incorrect username or password
  • This is because if you go to Options → Accounts → both IM and phone server settings are complaining about credentials even though credentials are correct
  • Click on either server setting option and reset Jabber
  • Assuming voicemail is properly set up in CUC, you will be able to retrieve it through Jabber

• Jabber Install is in the wrong language
  • For some reason the previous versions including the current 9.2 default to Arabic. While the installer is done in Arabic, the application is in English afterwards. 
  • It can be ‘switched’ to English pre install. Cisco recommended the following: with an elevated command prompt: msiexec /i CiscoJabberSetup.msi LANGUAGE=1033 /quiet. 
  • The msi file language properties can also be edited using an application called Orca. This is what was done prior to pushing Jabber out via AD. However, despite all this, the installer still runs in Arabic in the odd case

 

• Message waiting light remains on
  • The red LED remains turned on on the receiver. Turn it off by dialing 1032. The MWI lights are set in CUC. In this case, dialing 1031 turns it on and 1032 turns the light off

 

• Cannot find newly added employee to import
  • Probably because CUC has not synced with AD yet. Doing so is about the exact same as in CUCM
  • Go to ‘LDAP’ on the left hand menu → ‘LDAP Directory Configuration’ → Select ‘ourdomain-AD’, then select ‘Perform Full Sync Now’ at the bottom 

 

• Cisco Finesse login: device not accessible – contact your system administrator
  •  Assuming the user is configured correctly everywhere else, this message will appear because CUCM phone configuration doesn’t have web access enabled under product specific configuration layout. It’s an easy checkbox to miss.
    • The following are steps provided by Cisco TAC to resolve this issue:Phone must be ‘Active’
    • IPCC extension must be unique
    • First 4 configured lines of the agent phone cannot be part of the line group
    • IPCC extension should not be part of a line group
    • Ensure the IPCC extension is configured on the first four lines of the phone and UDP profile
    • Ensure the max number of calls and busy trigger on the phone and UDP is set to 2 and 1, respectively.
    • Ensure the phone or UDP common device configuration, if used, is set to IPv4 only. 
    • Ensure that CTI control is enabled on CUCM under: phone configuration, end user configuration, and directory number configuration
    • The agents phone should be associated under Controlled Devices in End User as well as in RMCM Application User.
    • If the agent uses extension mobility then IPCC extension should be assigned to the mobility (UDP) profile and associated under CTI Controlled Device profile in End User
    • If agents use extension mobility then only the UDP profile has to be associated in RMCM Application user and not the physical phone

• Finesse for Supervisors generates a loading report error of insufficient permissions
  • Go into CUIC security and add the user to the supervisor group

 

• Finesse agent phone not being recorded
  • Assuming all basic phone functionality is correct, navigate to C:\Program Files\Cisco\WFO_QM\log in on the recording server. For the ctiservice.dbg log, if you see output similar to this: 2019-10-15 09:43:43,075 DEBUG [DeviceManager#11|AgentRecordingManager#call:880] Failed to create or register device SEPBxxxxxxxxxxx, will retry in 30 seconds. Error: <com.calabrio.signaling.common.CtiException: Specified device not in provider’s domain: SEPxxxxxxxxxxxx (code=-12)>Then the phone needs to be set up in CUCM RMCM UCCX Application User – before this happened automatically with new phones set with the IPCC (call center) feature, but appears to no longer be the case and requires manual intervention