Additional Information

For additional information refer to these resources:

Trace Filter Settings and Troubleshoot SIP Integration

This topic describes the trace options in Cisco Unified Communications IM and Presence.

Modify the trace filter settings to limit the amount of logged information:

In the Cisco Unified Communications IM and Presence Serviceability pages, choose the server for which you want to modify the trace settings. Choose the Service Group and Service. In addition, set the filter for the debug level.

Troubleshoot SIP Integration

This topic shows the most common mistakes when integrating Cisco Unified IM and Presence Service with Cisco Unified Communications Manager.

Troubleshoot the SIP integration as follows:

  • Use the system troubleshooter or Cisco Jabber connection status tool for a quick test.
  • There is no communication between Cisco Unified Communications Manager and Cisco Unified Communications IM and Presence Service:
    1. Check that the Cisco Unified Communications IM and Presence Service node is a server in the Cisco Unified Communications Manager cluster.
    2. IP tables can block traffic between clusters.
    3. Make sure hostnames and FQDNs can be resolved by the servers.
  • SIP CUP Publish Trunk is not shown:
    1. Check that the service parameter is set.
    2. Check the destination IP address or hostname on the SIP trunk.

If no communication is possible between Cisco Unified Communications Manager and Cisco Unified Communications IM and Presence Service, but a ping is possible, check the configuration for the IP tables. The IP tables configuration is done when adding the Cisco Unified Communications IM and Presence server as a server to the Cisco Unified Communications Manager cluster. When changing from IP addresses to FQDNs, make sure that all cluster servers can reach the DNS server, have the domain configured, and can resolve the FQDN names.

If the SIP CUP Publish Trunk is not displayed, Cisco Unified Communications IM and Presence Service might not be able to read that information because of AXL issues. Also, a misconfigured IP address or a name that cannot be resolved on the SIP trunk could be the issue.

Troubleshoot the SIP integration as follows:

  • Presence status is not exchanged when the user goes off hook on the IP phone:
    1. Check the SIP Trunk Security Profile setting to determine whether relevant boxes need to be checked.
    2. No line appearances are associated with the user.
    3. Check access lists for incoming and outgoing traffic.
    4. Check the application listener.
  • Cisco Unified Communications IM and Presence Service does not work:
    1. After first setup, restart the Cisco Unified Communications IM and Presence Service node.
    2. Check the Method/Event routing status.
  • If the issue still cannot be resolved, start tracing.

If the presence status is not updated for all clients, there can be several reasons for this issue. The most common reason is an incorrect configuration of the SIP Trunk Security Profile setting. The following check boxes must be checked to receive and accept presence information:

  • Accept Presence Subscription
  • Accept Out-of-Dialog REFER
  • Accept Unsolicited Notification
  • Accept Replaces Header

The directory numbers must be associated with an end user for presence that is based on line appearances on every device. This situation would be the reason when only single users complain about missing or wrong presence indications.

Verify that the access lists are configured for incoming and outgoing traffic and allow communication between Cisco Unified Communications Manager and Cisco Unified Communications IM and Presence Service. Check if the application listener is set up and if the default application listener is selected correctly. Method/Event Routing must be enabled. Method/ Event Routing is disabled by default.

Note

After the first setup of Cisco Unified Communications IM and Presence Service, restart the node.

Some changes on Cisco Unified Communications IM and Presence Service require a restart of a specific service. In Cisco Unified Communications IM and Presence Service, choose Systems > Notifications to check whether any service needs to be restarted.

Troubleshoot Common Cisco Jabber Issues

This topic describes common end-user-related issues when using Cisco Jabber.

Common issues when working on trouble tickets for Cisco Jabber users include:

  • The Cisco Unified IP phone of the end user cannot be selected.
  • In softphone mode, telephony is not possible.
  • Users are not shown as On a Call in the contact list during a call.
  • End users cannot log in to Cisco Jabber.
  • Search for contacts in Cisco Jabber returns no results.
  • The end user cannot control the Cisco Unified IP Phone 9971.

The figure shows some examples of common issues that are reported by end users when end users are enabled for Cisco Jabber and presence functionality.

Cisco Unified IP Phone Cannot Be Selected

This topic describes an issue in which end users cannot select their Cisco Unified IP phone.

The end user reports that Cisco Jabber returns an error message when starting the client:

  • Verify that the associated user devices are registered with the Cisco Unified Communications Manager.
  • Verify that the end user is associated with Cisco Unified IP phones in the end-user configuration.
  • Ensure that the CCMCIP profile in Cisco Unified Communications IM and Presence is applied to the end user.
  • Verify in Cisco Unified Communications Manager that the device and directory number can be controlled by CTI.
  • Verify that the user has the correct CTI access control groups assigned.

In this example, an end user reports that after logging in to Cisco Jabber, the client responds with the error message that the selected device is not available. Typically, each end user has only one IP phone. Therefore, the selection of another phone may not be possible. Cisco Jabber will fall back and use softphone functionality.

Common reasons for this problem include:

  • The associated IP phone is not registered with Cisco Unified Communications Manager, which occurs because of a network, cabling, or phone issue.
  • The IP phone is not associated in the end-user configuration in Cisco Unified Communications Manager.
  • The end user has no Cisco Unified Communications Manager IP Phone (CCMCIP) profile that is assigned in Cisco Unified Communications IM and Presence Service.
  • The IP phone or directory number cannot be controlled by CTI. This situation occurs when the Allow Control of Device from CTI check box is unchecked on the device or line.
  • The user does not have the CTI Enabled and CTI Control of All Devices access control groups assigned.

In Softphone Mode, Telephony Is Not Possible

This topic describes an issue in which the end user cannot receive or place a call with Cisco Jabber.

When using softphone mode in Cisco Jabber, the end user cannot initiate or receive a call.

  • In Cisco Unified Communications Manager, in the end user configuration, check if the Cisco Unified CSF device is associated with the end user.
  • Verify that the Cisco Unified CSF device is registered with Cisco Unified Communications Manager.
  • Ensure that the correct directory number, partition, and CSS are configured.

The softphone mode is typically used when an end user is not in the office. For example, an end user is currently at the airport or hotel and uses Cisco Jabber with a VPN connection or mobile and remote access. When the user reports that placing a call or receiving calls is not possible, verify the following configurations:

  • Verify that the end user is associated with the Cisco Unified Client Services Framework (CSF) device in the end-user configuration in Cisco Unified Communications Manager.
  • Ensure that the Cisco Unified CSF device is registered with Cisco Unified Communications Manager. If the device is not registered, the problem may occur because of an error in the services on Cisco Unified Communications Manager or the connectivity between the client and the call processing system.
  • Check the configuration of the Cisco Unified CSF device. Ensure that the correct directory number, partition, and CSS are applied.

To verify that Cisco Jabber is registered with Cisco Unified Communications Manager, search for the Cisco Unified CSF device in Cisco Unified Communications Manager under the menu Device > Phone.

In softphone mode, the Cisco Unified CSF device should show that it is registered with Cisco Unified Communications Manager. When using hostnames or FQDNs for the TFTP server and Cisco Unified Communications Manager, the issue might be that the Cisco Unified CSF device cannot resolve the server name.

Users Are Not Shown as On a Call During an Active Call

This topic describes an issue in which a user reports that the presence status does not change to On a Call.

An end user reports that during an active call, the status is displayed as Available.

  • Ensure that the SIP trunk between Cisco Unified Communications IM and Presence Service and Cisco Unified Communications Manager is set up correctly.
  • Check on Cisco Unified Communications Manager that the line association of the end user directory number is configured.

If everything is configured correctly, a user is automatically shown as On a Call during an active call. When the end user reports that the presence status is not displayed correctly, perform the following tasks:

  • Typically, this error occurs if the line association is not configured for any of the associated DNs. In Cisco Unified Communications Manager, check the IP phone, device profile, or Cisco Unified Client Services Framework (CSF) device directory number, and associate the end user with the line, as shown in the figure.
  • Verify that the SIP trunk for presence subscription is configured correctly. Check the Cisco Unified Communications Manager and Cisco Unified Communications IM and Presence Service side of the SIP trunk for connectivity.
  • Ensure that the SIP trunk security profile in Cisco Unified Communications Manager is configured correctly.

End User Cannot Log In to Cisco Jabber

This topic describes an issue in which end users cannot log in to Cisco Jabber.

An end user reports that logging in to Cisco Jabber does not work:

  • Ensure that the user account is not locked because of password policies in the LDAP server or Cisco Unified Communications Manager.
  • Check that the end user is using the correct server IP address or hostname.
  • Make sure that service discovery is set up correctly and that the DNS SRVs can be resolved.
  • Verify that the user is enabled for presence.

An end user tries logging in to Cisco Jabber and the client responds with a Login Failed message. Verify the following settings:

  • Ensure that the end-user account is not locked because of password policies in Cisco Unified Communications Manager or LDAP—for example, when there were too many wrong login attempts and the account was locked by the LDAP server security policy.
  • Sometimes, users change the server IP address or hostname by accident. Check that the user is trying to log in to the correct server. Setup of service discovery is recommended. Make sure that the login credentials are the same as the mail address, so that users know what to enter. End users may be confused, especially when subdomains are used for logins.
  • When using the hostname of Cisco Unified Communications Manager in DNS SRVs, ensure that the DNS server is reachable and resolves the hostname to the correct IP address in the client device.
  • On Cisco Unified Communications Manager, verify that the user is enabled for presence and that the correct service profile is selected.
Note

Before starting troubleshooting and tracing, perform basic connectivity tests. Connectivity tests include the following: Check the network cable or Wi-Fi settings, try to ping Cisco Unified Communications Manager and Cisco Unified Communications IM and Presence Service nodes, and ensure that the user does not use Caps Lock when typing the password for the user account.

Search for Contacts Returns No Results

This topic describes an issue in which the end user reports that adding new contacts from the directory is not possible.

The end user reports that new contacts cannot be added to the contact list; the search does not return any results.

  • Ensure that the directory UC Service is applied to the end user.
  • Some clients require the jabber-config.xml file for directory access.
  • When using Cisco Jabber with mobile and remote access, the LDAP server is not accessible from outside the enterprise network.
  • LDAP directory is the preferred choice for contact search within the enterprise.

In this example, the end user reports that adding new contacts to the Cisco Jabber contact list is not possible because the directory search returns no results. Perform the following steps to troubleshoot the problem:

  • Ensure that the end user is associated with the correct LDAP profile. A missing LDAP profile can also be indicated when the user ID in Cisco Jabber (at the top) cannot be resolved by the LDAP directory.
  • Verify that the Search Context parameter in the LDAP profile configuration is correct.
  • When connecting from outside the network, Cisco Jabber must use the Cisco User Data Service (UDS) directory because LDAP traversal is not supported in Cisco Jabber. Within the enterprise, however, LDAP is the preferred directory for contact searches.

End User Cannot Control the Cisco Unified IP Phone 9971

The topic describes an issue in which the end user cannot control the Cisco Unified IP Phone 9971.

An end user reports that a new Cisco Unified IP Phone 9971 cannot be controlled Cisco Jabber.

  • Verify in Cisco Unified Communications Manager that the end user is associated with the Cisco Unified IP phone.
  • Verify that the Allow Control of Device from CTI check box on the device and line is checked.
  • Check in Cisco Unified Communications Manager that the correct groups and roles are defined:

The user reports that since the new Cisco Unified IP Phone 9971 was installed, CTI desk phone control of the device is not possible. With the previously used Cisco Unified IP Phone 7970, the user had no issues. Verify the following:

  • On Cisco Unified Communications Manager, ensure that the new Cisco Unified IP phone was associated with the end user in the end-user configuration window.
  • Verify that the Allow Control of Device from CTI check box on the device and the line configuration on Cisco Unified Communications Manager is enabled.
  • Check the user groups in Cisco Unified Communications Manager. The Cisco Unified IP Phone 8900 and 9900 Series need an additional group. Add the end user to the Standard CTI Allow Control of Phones Supporting Connected Xfer and Conf group.

Verifying and Troubleshooting Tools

This topic describes the Cisco Unified Communications IM and Presence system dashboard.

Use the System Dashboard to acquire a snapshot of the Cisco Unified Communications IM and Presence Service node state:

Use the System dashboard to acquire a snapshot of the state of your Cisco Unified Communications IM and Presence Service system, including a summary data view of these system components: the number of devices, number of users, per-user data such as contacts, and primary extension. Intercluster peer and federation information will also be shown if configured. The result in the dashboard is a compressed output of the system troubleshooter.

Cisco Unified IM and Presence Reporting

This topic describes the Cisco Unified IM and Presence Reporting tool.

The dashboard includes the Cisco Unified IM and Presence Reporting tool for detailed information:

The Cisco Unified Reporting web application, which is accessed from the Cisco Unified Communications Manager and Cisco Unified Communications IM and Presence Service consoles, generates consolidated reports for troubleshooting or inspecting cluster data.

This tool provides an easy way to take a snapshot of cluster data. The tool gathers data from existing sources, compares the data, and reports irregularities. When you generate a report in Cisco Unified Reporting, the report combines data from one or more sources on one or more servers into one output view. For example, you can view a report that shows the hosts file for all servers in the cluster.

The application captures information such as the following sources on the publisher node and each subscriber node.

  • Cisco Unified Real-Time Monitoring Tool (RTMT) counters
  • CDRCAR (Cisco Unified Communications Manager only)
  • Cisco Unified Communications Manager database (Cisco Unified Communications Manager only)
  • Cisco Unified Communications IM and Presence Service database (Cisco Unified Communications IM and Presence Service only)
  • Disk files
  • Operating system API calls
  • Network API calls
  • CLI
  • Cisco Real-Time Information Server (RIS)

The report includes data for all active clusters that are accessible at the time that you generate the report. If the database on the publisher node is down, you can generate a report for the active nodes. The Report Descriptions report in the System Reports list provides the information sources for a report.

This release supports HTML output for reports. You can identify a report in Cisco Unified Reporting by the report name and the date-and-time stamp. The application stores a local copy of the most recent report for you to view. You can download the local copy of the most recent report or a new report to your hard disk. After you download a report, you can rename the downloaded files or store them in different folders for identification purposes.

Presence Viewer

This topic describes how to use the presence viewer to troubleshoot single-user-related issues.

Available under user configuration in Cisco Unified Communications Manager:

Click the Presence Viewer for User link to open the End User Presence viewer in the end user configuration page. This example shows the presence view from the perspective of John Doe when watching the contact Jane White. The contact and watchers are presented as well.

Note

This tool can only be accessed by Cisco Unified Communications Manager administrators.

System Troubleshooter

This topic describes the system troubleshooter, which is a helpful tool that supports you in troubleshooting the integration of Cisco Unified Communications IM and Presence Service with other applications.

The system troubleshooter can check the following Cisco Unified Communications IM and Presence Service modules:

  • System
  • Sync Agent (AXL)
  • Presence Engine
  • SIP Proxy
  • Microsoft RCC
  • Calendaring

The system troubleshooter can check the following Cisco Unified Communications IM and Presence Service modules:

  • Interclustering
  • Topology
  • Cisco Jabber
  • External Database
  • Third-Party Compliance Server
  • Third-Party LDAP Connection
  • XCP
  • User

The figures list the Cisco Unified Communications IM and Presence modules that can be diagnosed by the system troubleshooter.

Use the System Configuration Troubleshooter in the Cisco Unified Communications IM and Presence Service administration pages to diagnose Cisco Unified Communications IM and Presence Service configuration issues after your initial configuration or whenever you make configuration changes. The troubleshooter performs a set of tests on both the Cisco Unified Communications IM and Presence Service cluster and on the Cisco Unified Communications Manager cluster to validate the IM and Presence Service configuration. After the troubleshooter finishes testing, it reports one of three possible states for each test:

  • Test passed
  • Test failed
  • Test warning, which indicates a possible configuration issue

For each test that fails or that results in a warning, the troubleshooter provides a description of the problem and a possible solution. For any test failures or test warnings, click the fix link in the solution column to go to the Cisco Unified Communications IM and Presence Administration window where the troubleshooter found the problem. Correct any configuration errors that you find, and rerun the troubleshooter.

Cisco Jabber Connection Status

This topic describes the connection status report that the Cisco Jabber client generates to view the system and integrated applications information.

The connection status tool in Cisco Jabber offers an error notification report:

  • Integration mode
    1. Softphone (CCMCIP)
    2. Deskphone (CTI)
  • Video
  • Voicemail (HTTPS)
  • Presence (XMPP)
  • Conferencing (HTTPS)
  • Directory (LDAP)
  • In addition, you can generate a problem report, gather system information, and save it to a dump file.

Cisco Jabber includes a connection status tool to view and check the Cisco Unified Communications service parameters. The connection status tool was called the server health tool in previous Cisco Jabber versions.

The information for a specific application is only shown when the logged-in user has a UC Service that is configured for that application—for example, for the voicemail service. If the user does not have a voicemail service applied via the configured service profile, you will not see any voicemail-related information. The error notification tool shows errors with a description, error code, date, and time.