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Cisco Unified IP Phone 8961, 9951, and 9971 Troubleshooting Guide

2010-10-13T08:03:17Z

Jnishant:

The Cisco Unified IP Phone 8961, 9951, and 9971 Troubleshooting Guide 8.5 provides you with the information you frequently ask to understand and use the Cisco Unified IP Phones 8961, 9951, and 9971.

== Frequently Asked Questions ==

'''Q. Why can't I see all the active calls on my phone?'''

'''A'''. When there are more calls than available session buttons on the phone, you can scroll using the
Navigation pad to see them. Calls are sorted from oldest to newest, with the oldest call at the top of
the list.

'''Q. How do I redirect an incoming call when I am on a call?'''

'''A'''. To redirect an incoming (ringing) call while on another call, use the Navigation pad to highlight
the incoming call, and then press the '''Divert''' softkey. (Otherwise pressing the '''Divert''' softkey will
redirect the current, active call.)

'''Q. If I’m on a call, how can I silence the ringing of an incoming call?'''

'''A'''. You can silence the incoming (ringing) call by pressing the '''Volume''' button down once, and then let
the incoming call go to the target number (voicemail or predetermined number set up the system
administrator).

'''Q. How can I resume a call that is on hold?'''

'''A'''. To resume a call on hold, you can use any of the following methods:

* Press the pulsing green session button.

* Press the call session on the phone display (For the Cisco Unified IP Phone 9971 only).

* Press the '''Resume''' softkey.

* Highlight the call by using the Navigation pad and press the '''Select''' softkey. Note that pressing the '''Hold''' button again does not resume the call.

'''Q. What is the difference between the buttons on the left and those on the right of the screen?'''

'''A'''. Your phone has feature buttons on the left and call session buttons on the right. Use the feature
buttons to access features (such as speed dial) or select a phone line. Use call session buttons to perform
call-related tasks, such as making a new call, resuming a held call, or checking your voicemail.

'''Q. Why do the softkeys keep changing?'''

'''A'''. Softkeys act on the selected (highlighted) call or menu item only. Which softkeys are displayed
depends on the call or item you have selected.

'''Q. What is the best way to look at calls when I have a shared line or multiple lines?'''

'''A'''. If you have a shared line or multiple lines, it is recommended that you use the All Calls feature to
view calls. When you press the All Calls button (on the left), all calls for all your lines are listed on the
phone screen in chronological order (oldest first). (If you do not have an All Calls button, ask your
system administrator to set up this feature.)

'''Q. Why does my call disappear after I accidently press a button?'''

'''A'''. If you are on a call and press a button for another line, your line view will change. Your current
call disappears from view and calls for the newly selected line are displayed. To redisplay the call you
are on, select the line it is on or press All Calls.

'''Q. How do I check missed calls on my phone?'''

'''A'''. To check missed calls on your phone you must:

1. Press the '''Applications''' button [[Image:193054.JPG]].

2. Select '''Call History'''. (Use the Navigation pad and '''Select''' button to scroll and select.)

3. Press the '''Missed''' softkey.

'''Q. How do I exit from a running application?'''

'''A'''. To exit from a running applications you must:

1. Press the '''Applications''' button [[Image:193054.JPG]].

2. Select '''Running Applications'''. (Use the Navigation pad and Select button to scroll and select.)

3. Select a running application and press the '''Close App''' softkey to close the application. When prompted, save your changes.

4. Press the '''Exit''' softkey end the running application. If you do not exit a running application, it will persist in the background.

'''Q. How do I connect two calls and then drop from the line myself?'''

'''A'''. When you are on an active call (not on hold), do the following:

1. Press the '''Transfer''' button [[Image:193063.JPG]] and enter the transfer recipient’s phone number in one of these ways:

* Press the session button of a held call.

* Enter the transfer recipient’s phone number.

* Scroll to a Call History record and press the '''Call''' softkey.

* Press a speed-dial button.

* Press the '''Speed Dial''' softkey, enter a speed-dial number or highlight the number you want to call, and press the '''Speed Dial''' softkey again.

* Press the '''Active Calls''' softkey and select a held call. (The transfer completes immediately.)

2. Press the '''Transfer''' button again. (You do not have to wait for the recipient to answer to complete
the transfer.)

'''Q. What does the Swap softkey do?'''

'''A'''. The '''Swap''' softkey allows you to toggle between two calls before completing the transfer or creating
a conference. This allows you to consult privately with the party or parties on each call before
combining the calls into a conference.

'''Q. Can I cancel a conference or transfer procedure after I have started it?'''

'''A'''. Yes, before completing a conference or transfer, you can press the '''Release''' button [[Image:193062.JPG]] or '''Cancel'''
softkey to cancel it.

'''Q. How can I combine two calls on hold into a single conference call?'''

'''A'''. Make sure that one of the calls is active (not on hold). If both calls are on hold, resume one
call, then:

1. Press the '''Conference''' button [[Image:193065.JPG]].

2. Press the line button for the other (held) call.

The conference begins. (The conference is established on the line that had the active call.)

'''Q. Should I mount my Cisco Unified Video Camera on my phone or on my computer monitor?'''

'''A'''. For casual video calling, a camera mounted directly on the phone is recommended. If you plan to
turn to face your computer monitor often (for example, if you are presenting slides), a camera mounted
on monitor might be preferable. Experiment with both and see what works best for you.

If you prefer to mount your camera on your computer monitor, ask your system administrator for a
camera mounting clip and USB extension cable.

'''Q. How can I keep my Cisco Unified Video Camera secure to prevent theft?'''

'''A'''. If you are concerned about theft, you can place the camera in a locked drawer when not in use. If
you plan to remove the camera regularly for this reason, consider attaching the camera to a USB
extension cable (available from your system administrator) rather than mounting the camera directly
on the phone.

Connecting and disconnecting the camera is easy and neither resets the phone nor disrupts the audio
portion of an active call. However, you may find connecting and disconnecting the camera easier if a
USB cable is used rather than directly removing and reattaching the camera to the phone.

Note that the Cisco wall mount kit contains a security mechanism which locks the camera to the
phone.

'''Q. Not all calls present video on my phone. Why not?'''

'''A'''. To see an image of the other party on your phone screen, the other party’s phone must support
video and the other party must have a camera installed and enabled on his or her phone. During
conference calls, the conference system in use during the call must support video conferencing.

'''Q. What does the Preview softkey do?'''

'''A'''. If you have a Cisco Unified Video Camera installed on your phone, you can press the '''Preview'''
softkey to see the view from your camera when you are not in a video call. Try using Preview before
making video calls to help set up and position your camera effectively.

'''Q. What happens to video when I put a call on hold?'''

'''A'''. Video transmission is muted (blocked) until you resume the call.

'''Q. What does the different light colors on my Cisco Unified Video Camera indicate?'''

'''A'''. The colors indicate video transmission states as follows:

:* Green—Your video is transmitting.

:* Red—Your video is muted.

'''Q. How can I close the shutter on my Cisco Unified Video Camera?'''

'''A'''. Close the camera shutter by rotating the camera lens clockwise. Rotate counter-clockwise to open
the shutter again.

'''Q. Why does video from my Cisco Unified Video Camera appear too dark (or too light)?'''

'''A'''. Lighting conditions (such as windows and ceiling lights) within the camera’s field of view affect the
brightness. Try moving the camera to see if the brightness improves. You can also adjust the brightness
setting.

== Troubleshooting Tips ==

=== Problem: Hold button does not resume a held call. ===

When I press the Hold button [[Image:194618.JPG]] to resume a call, nothing happens

=== Possible Cause ===

This is as designed. The Hold button is not a toggle.

=== Solution ===

Use any of the following methods:

* Press the pulsing green session button.

* Press the call session on the phone display (For the Cisco Unified IP Phone 9971 only).
* Press the '''Resume''' softkey.

Highlight the call by using the Navigation pad and press the '''Select''' softkey.

=== Problem: Missing the All Calls button. ===

I would like to use the All Calls button but it is not on my phone.

=== Possible Cause ===

It has not been set up by your system administrator.

=== Solution ===

Ask your system administrator to enable the All Calls feature for you.

== Personal Directory ==

=== Problem: Cannot sign in to Personal Directory ===

You are unable to sign in to your personal directory.

=== Possible Cause ===

Your PIN needs to be reset.

You are using your password to sign in, not your personal identification number (PIN).

=== Solution ===

See your system administrator.

Use your PIN, not your password.

== User Options ==

=== Problem: Cannot access User Options web pages ===

You are unable to access your user options web pages.

=== Possible Cause ===

Your password needs to be reset.

=== Solution ===

See your system administrator.

[[Category: Troubleshooting]]

Cisco Unified IP Phone 8961, 9951, and 9971 Troubleshooting Guide

2010-10-13T07:05:12Z

Jnishant: /* Frequently Asked Questions */

The Cisco Unified IP Phone 8961, 9951, and 9971 Troubleshooting Guide 8.5 provides you with the information you frequently ask to understand and use the Cisco Unified IP Phones 8961, 9951, and 9971.

== Frequently Asked Questions ==

'''Q. Why can't I see all the active calls on my phone?'''

'''A'''. When there are more calls than available session buttons on the phone, you can scroll using the
Navigation pad to see them. Calls are sorted from oldest to newest, with the oldest call at the top of
the list.

'''Q. How do I redirect an incoming call when I am on a call?'''

'''A'''. To redirect an incoming (ringing) call while on another call, use the Navigation pad to highlight
the incoming call, and then press the '''Divert''' softkey. (Otherwise pressing the '''Divert''' softkey will
redirect the current, active call.)

'''Q. If I’m on a call, how can I silence the ringing of an incoming call?'''

'''A'''. You can silence the incoming (ringing) call by pressing the '''Volume''' button down once, and then let
the incoming call go to the target number (voicemail or predetermined number set up the system
administrator).

'''Q. How can I resume a call that is on hold?'''

'''A'''. To resume a call on hold, you can use any of the following methods:

* Press the pulsing green session button.

* Press the call session on the phone display (For the Cisco Unified IP Phone 9971 only).

* Press the '''Resume''' softkey.

* Highlight the call by using the Navigation pad and press the '''Select''' softkey. Note that pressing the '''Hold''' button again does not resume the call.

'''Q. What is the difference between the buttons on the left and those on the right of the screen?'''

'''A'''. Your phone has feature buttons on the left and call session buttons on the right. Use the feature
buttons to access features (such as speed dial) or select a phone line. Use call session buttons to perform
call-related tasks, such as making a new call, resuming a held call, or checking your voicemail.

'''Q. Why do the softkeys keep changing?'''

'''A'''. Softkeys act on the selected (highlighted) call or menu item only. Which softkeys are displayed
depends on the call or item you have selected.

'''Q. What is the best way to look at calls when I have a shared line or multiple lines?'''

'''A'''. If you have a shared line or multiple lines, it is recommended that you use the All Calls feature to
view calls. When you press the All Calls button (on the left), all calls for all your lines are listed on the
phone screen in chronological order (oldest first). (If you do not have an All Calls button, ask your
system administrator to set up this feature.)

'''Q. Why does my call disappear after I accidently press a button?'''

'''A'''. If you are on a call and press a button for another line, your line view will change. Your current
call disappears from view and calls for the newly selected line are displayed. To redisplay the call you
are on, select the line it is on or press All Calls.

'''Q. How do I check missed calls on my phone?'''

'''A'''. To check missed calls on your phone you must:

1. Press the '''Applications''' button

2. Select '''Call History'''. (Use the Navigation pad and '''Select''' button to scroll and select.)

3. Press the '''Missed''' softkey.

'''Q. How do I exit from a running application?'''

'''A'''. To exit from a running applications you must:

1. Press the '''Applications''' button [[Image:193054.JPG]].

2. Select '''Running Applications'''. (Use the Navigation pad and Select button to scroll and select.)

3. Select a running application and press the '''Close App''' softkey to close the application. When prompted, save your changes.

4. Press the '''Exit''' softkey end the running application. If you do not exit a running application, it will persist in the background.

'''Q. How do I connect two calls and then drop from the line myself?'''

'''A'''. When you are on an active call (not on hold), do the following:

1. Press the '''Transfer''' button [[Image:]] and enter the transfer recipient’s phone number in one of these ways:

* Press the session button of a held call.

* Enter the transfer recipient’s phone number.

* Scroll to a Call History record and press the '''Call''' softkey.

* Press a speed-dial button.

* Press the '''Speed Dial''' softkey, enter a speed-dial number or highlight the number you want to call, and press the '''Speed Dial''' softkey again.

* Press the '''Active Calls''' softkey and select a held call. (The transfer completes immediately.)

2. Press the '''Transfer''' button again. (You do not have to wait for the recipient to answer to complete
the transfer.)

'''Q. What does the Swap softkey do?'''

'''A'''. The '''Swap''' softkey allows you to toggle between two calls before completing the transfer or creating
a conference. This allows you to consult privately with the party or parties on each call before
combining the calls into a conference.

'''Q. Can I cancel a conference or transfer procedure after I have started it?'''

'''A'''. Yes, before completing a conference or transfer, you can press the '''Release''' button [[Image:193062.JPG]] or '''Cancel'''
softkey to cancel it.

'''Q. How can I combine two calls on hold into a single conference call?'''

'''A'''. Make sure that one of the calls is active (not on hold). If both calls are on hold, resume one
call, then:

1. Press the '''Conference''' button [[Image:193065.JPG]].

2. Press the line button for the other (held) call.

The conference begins. (The conference is established on the line that had the active call.)

'''Q. Should I mount my Cisco Unified Video Camera on my phone or on my computer monitor?'''

'''A'''. For casual video calling, a camera mounted directly on the phone is recommended. If you plan to
turn to face your computer monitor often (for example, if you are presenting slides), a camera mounted
on monitor might be preferable. Experiment with both and see what works best for you.

If you prefer to mount your camera on your computer monitor, ask your system administrator for a
camera mounting clip and USB extension cable.

'''Q. How can I keep my Cisco Unified Video Camera secure to prevent theft?'''

'''A'''. If you are concerned about theft, you can place the camera in a locked drawer when not in use. If
you plan to remove the camera regularly for this reason, consider attaching the camera to a USB
extension cable (available from your system administrator) rather than mounting the camera directly
on the phone.

Connecting and disconnecting the camera is easy and neither resets the phone nor disrupts the audio
portion of an active call. However, you may find connecting and disconnecting the camera easier if a
USB cable is used rather than directly removing and reattaching the camera to the phone.

Note that the Cisco wall mount kit contains a security mechanism which locks the camera to the
phone.

'''Q. Not all calls present video on my phone. Why not?'''

'''A'''. To see an image of the other party on your phone screen, the other party’s phone must support
video and the other party must have a camera installed and enabled on his or her phone. During
conference calls, the conference system in use during the call must support video conferencing.

'''Q. What does the Preview softkey do?'''

'''A'''. If you have a Cisco Unified Video Camera installed on your phone, you can press the '''Preview'''
softkey to see the view from your camera when you are not in a video call. Try using Preview before
making video calls to help set up and position your camera effectively.

'''Q. What happens to video when I put a call on hold?'''

'''A'''. Video transmission is muted (blocked) until you resume the call.

'''Q. What does the different light colors on my Cisco Unified Video Camera indicate?'''

'''A'''. The colors indicate video transmission states as follows:

:* Green—Your video is transmitting.

:* Red—Your video is muted.

'''Q. How can I close the shutter on my Cisco Unified Video Camera?'''

'''A'''. Close the camera shutter by rotating the camera lens clockwise. Rotate counter-clockwise to open
the shutter again.

'''Q. Why does video from my Cisco Unified Video Camera appear too dark (or too light)?'''

'''A'''. Lighting conditions (such as windows and ceiling lights) within the camera’s field of view affect the
brightness. Try moving the camera to see if the brightness improves. You can also adjust the brightness
setting.

== Troubleshooting Tips ==

=== Problem: Hold button does not resume a held call. ===

When I press the Hold button [[Image:194618.JPG]] to resume a call, nothing happens

=== Possible Cause ===

This is as designed. The Hold button is not a toggle.

=== Solution ===

Use any of the following methods:

* Press the pulsing green session button.

* Press the call session on the phone display (For the Cisco Unified IP Phone 9971 only).
* Press the '''Resume''' softkey.

Highlight the call by using the Navigation pad and press the '''Select''' softkey.

=== Problem: Missing the All Calls button. ===

I would like to use the All Calls button but it is not on my phone.

=== Possible Cause ===

It has not been set up by your system administrator.

=== Solution ===

Ask your system administrator to enable the All Calls feature for you.

== Personal Directory ==

=== Problem: Cannot sign in to Personal Directory ===

You are unable to sign in to your personal directory.

=== Possible Cause ===

Your PIN needs to be reset.

You are using your password to sign in, not your personal identification number (PIN).

=== Solution ===

See your system administrator.

Use your PIN, not your password.

== User Options ==

=== Problem: Cannot access User Options web pages ===

You are unable to access your user options web pages.

=== Possible Cause ===

Your password needs to be reset.

=== Solution ===

See your system administrator.

[[Category: Troubleshooting]]

Cisco Unified IP Phone 8961, 9951, and 9971 Troubleshooting Guide

2010-10-13T07:04:39Z

Jnishant:

The Cisco Unified IP Phone 8961, 9951, and 9971 Troubleshooting Guide 8.5 provides you with the information you frequently ask to understand and use the Cisco Unified IP Phones 8961, 9951, and 9971.

== Frequently Asked Questions ==

'''Q. Why can't I see all the active calls on my phone?'''

'''A'''. When there are more calls than available session buttons on the phone, you can scroll using the
Navigation pad to see them. Calls are sorted from oldest to newest, with the oldest call at the top of
the list.

'''Q. How do I redirect an incoming call when I am on a call?'''

'''A'''. To redirect an incoming (ringing) call while on another call, use the Navigation pad to highlight
the incoming call, and then press the '''Divert''' softkey. (Otherwise pressing the '''Divert''' softkey will
redirect the current, active call.)

'''Q. If I’m on a call, how can I silence the ringing of an incoming call?'''

'''A'''. You can silence the incoming (ringing) call by pressing the '''Volume''' button down once, and then let
the incoming call go to the target number (voicemail or predetermined number set up the system
administrator).

'''Q. How can I resume a call that is on hold?'''

'''A'''. To resume a call on hold, you can use any of the following methods:

* Press the pulsing green session button.

* Press the call session on the phone display (For the Cisco Unified IP Phone 9971 only).

* Press the '''Resume''' softkey.

* Highlight the call by using the Navigation pad and press the '''Select''' softkey. Note that pressing the '''Hold''' button again does not resume the call.

'''Q. What is the difference between the buttons on the left and those on the right of the screen?'''

'''A'''. Your phone has feature buttons on the left and call session buttons on the right. Use the feature
buttons to access features (such as speed dial) or select a phone line. Use call session buttons to perform
call-related tasks, such as making a new call, resuming a held call, or checking your voicemail.

'''Q. Why do the softkeys keep changing?'''

'''A'''. Softkeys act on the selected (highlighted) call or menu item only. Which softkeys are displayed
depends on the call or item you have selected.

'''Q. What is the best way to look at calls when I have a shared line or multiple lines?'''

'''A'''. If you have a shared line or multiple lines, it is recommended that you use the All Calls feature to
view calls. When you press the All Calls button (on the left), all calls for all your lines are listed on the
phone screen in chronological order (oldest first). (If you do not have an All Calls button, ask your
system administrator to set up this feature.)

'''Q. Why does my call disappear after I accidently press a button?'''

'''A'''. If you are on a call and press a button for another line, your line view will change. Your current
call disappears from view and calls for the newly selected line are displayed. To redisplay the call you
are on, select the line it is on or press All Calls.

'''Q. How do I check missed calls on my phone?'''

'''A'''. To check missed calls on your phone you must:

1. Press the '''Applications''' button

2. Select '''Call History'''. (Use the Navigation pad and '''Select''' button to scroll and select.)

3. Press the '''Missed''' softkey.

'''Q. How do I exit from a running application?'''

'''A'''. To exit from a running applications you must:

1. Press the '''Applications''' button [[Image:193054.JPEG]].

2. Select '''Running Applications'''. (Use the Navigation pad and Select button to scroll and select.)

3. Select a running application and press the '''Close App''' softkey to close the application. When prompted, save your changes.

4. Press the '''Exit''' softkey end the running application. If you do not exit a running application, it will persist in the background.

'''Q. How do I connect two calls and then drop from the line myself?'''

'''A'''. When you are on an active call (not on hold), do the following:

1. Press the '''Transfer''' button [[Image:]] and enter the transfer recipient’s phone number in one of these ways:

* Press the session button of a held call.

* Enter the transfer recipient’s phone number.

* Scroll to a Call History record and press the '''Call''' softkey.

* Press a speed-dial button.

* Press the '''Speed Dial''' softkey, enter a speed-dial number or highlight the number you want to call, and press the '''Speed Dial''' softkey again.

* Press the '''Active Calls''' softkey and select a held call. (The transfer completes immediately.)

2. Press the '''Transfer''' button again. (You do not have to wait for the recipient to answer to complete
the transfer.)

'''Q. What does the Swap softkey do?'''

'''A'''. The '''Swap''' softkey allows you to toggle between two calls before completing the transfer or creating
a conference. This allows you to consult privately with the party or parties on each call before
combining the calls into a conference.

'''Q. Can I cancel a conference or transfer procedure after I have started it?'''

'''A'''. Yes, before completing a conference or transfer, you can press the '''Release''' button [[Image:193062.JPG]] or '''Cancel'''
softkey to cancel it.

'''Q. How can I combine two calls on hold into a single conference call?'''

'''A'''. Make sure that one of the calls is active (not on hold). If both calls are on hold, resume one
call, then:

1. Press the '''Conference''' button [[Image:193065.JPG]].

2. Press the line button for the other (held) call.

The conference begins. (The conference is established on the line that had the active call.)

'''Q. Should I mount my Cisco Unified Video Camera on my phone or on my computer monitor?'''

'''A'''. For casual video calling, a camera mounted directly on the phone is recommended. If you plan to
turn to face your computer monitor often (for example, if you are presenting slides), a camera mounted
on monitor might be preferable. Experiment with both and see what works best for you.

If you prefer to mount your camera on your computer monitor, ask your system administrator for a
camera mounting clip and USB extension cable.

'''Q. How can I keep my Cisco Unified Video Camera secure to prevent theft?'''

'''A'''. If you are concerned about theft, you can place the camera in a locked drawer when not in use. If
you plan to remove the camera regularly for this reason, consider attaching the camera to a USB
extension cable (available from your system administrator) rather than mounting the camera directly
on the phone.

Connecting and disconnecting the camera is easy and neither resets the phone nor disrupts the audio
portion of an active call. However, you may find connecting and disconnecting the camera easier if a
USB cable is used rather than directly removing and reattaching the camera to the phone.

Note that the Cisco wall mount kit contains a security mechanism which locks the camera to the
phone.

'''Q. Not all calls present video on my phone. Why not?'''

'''A'''. To see an image of the other party on your phone screen, the other party’s phone must support
video and the other party must have a camera installed and enabled on his or her phone. During
conference calls, the conference system in use during the call must support video conferencing.

'''Q. What does the Preview softkey do?'''

'''A'''. If you have a Cisco Unified Video Camera installed on your phone, you can press the '''Preview'''
softkey to see the view from your camera when you are not in a video call. Try using Preview before
making video calls to help set up and position your camera effectively.

'''Q. What happens to video when I put a call on hold?'''

'''A'''. Video transmission is muted (blocked) until you resume the call.

'''Q. What does the different light colors on my Cisco Unified Video Camera indicate?'''

'''A'''. The colors indicate video transmission states as follows:

:* Green—Your video is transmitting.

:* Red—Your video is muted.

'''Q. How can I close the shutter on my Cisco Unified Video Camera?'''

'''A'''. Close the camera shutter by rotating the camera lens clockwise. Rotate counter-clockwise to open
the shutter again.

'''Q. Why does video from my Cisco Unified Video Camera appear too dark (or too light)?'''

'''A'''. Lighting conditions (such as windows and ceiling lights) within the camera’s field of view affect the
brightness. Try moving the camera to see if the brightness improves. You can also adjust the brightness
setting.

== Troubleshooting Tips ==

=== Problem: Hold button does not resume a held call. ===

When I press the Hold button [[Image:194618.JPG]] to resume a call, nothing happens

=== Possible Cause ===

This is as designed. The Hold button is not a toggle.

=== Solution ===

Use any of the following methods:

* Press the pulsing green session button.

* Press the call session on the phone display (For the Cisco Unified IP Phone 9971 only).
* Press the '''Resume''' softkey.

Highlight the call by using the Navigation pad and press the '''Select''' softkey.

=== Problem: Missing the All Calls button. ===

I would like to use the All Calls button but it is not on my phone.

=== Possible Cause ===

It has not been set up by your system administrator.

=== Solution ===

Ask your system administrator to enable the All Calls feature for you.

== Personal Directory ==

=== Problem: Cannot sign in to Personal Directory ===

You are unable to sign in to your personal directory.

=== Possible Cause ===

Your PIN needs to be reset.

You are using your password to sign in, not your personal identification number (PIN).

=== Solution ===

See your system administrator.

Use your PIN, not your password.

== User Options ==

=== Problem: Cannot access User Options web pages ===

You are unable to access your user options web pages.

=== Possible Cause ===

Your password needs to be reset.

=== Solution ===

See your system administrator.

[[Category: Troubleshooting]]

File:193054.JPG

2010-10-13T07:04:00Z

Jnishant: uploaded a new version of "Image:193054.JPG"

Cisco Unified IP Phone 8961, 9951, and 9971 Troubleshooting Guide

2010-10-13T07:02:30Z

Jnishant:

The Cisco Unified IP Phone 8961, 9951, and 9971 Troubleshooting Guide 8.5 provides you with the information you frequently ask to understand and use the Cisco Unified IP Phones 8961, 9951, and 9971.

== Frequently Asked Questions ==

'''Q. Why can't I see all the active calls on my phone?'''

'''A'''. When there are more calls than available session buttons on the phone, you can scroll using the
Navigation pad to see them. Calls are sorted from oldest to newest, with the oldest call at the top of
the list.

'''Q. How do I redirect an incoming call when I am on a call?'''

'''A'''. To redirect an incoming (ringing) call while on another call, use the Navigation pad to highlight
the incoming call, and then press the '''Divert''' softkey. (Otherwise pressing the '''Divert''' softkey will
redirect the current, active call.)

'''Q. If I’m on a call, how can I silence the ringing of an incoming call?'''

'''A'''. You can silence the incoming (ringing) call by pressing the '''Volume''' button down once, and then let
the incoming call go to the target number (voicemail or predetermined number set up the system
administrator).

'''Q. How can I resume a call that is on hold?'''

'''A'''. To resume a call on hold, you can use any of the following methods:

* Press the pulsing green session button.

* Press the call session on the phone display (For the Cisco Unified IP Phone 9971 only).

* Press the '''Resume''' softkey.

* Highlight the call by using the Navigation pad and press the '''Select''' softkey. Note that pressing the '''Hold''' button again does not resume the call.

'''Q. What is the difference between the buttons on the left and those on the right of the screen?'''

'''A'''. Your phone has feature buttons on the left and call session buttons on the right. Use the feature
buttons to access features (such as speed dial) or select a phone line. Use call session buttons to perform
call-related tasks, such as making a new call, resuming a held call, or checking your voicemail.

'''Q. Why do the softkeys keep changing?'''

'''A'''. Softkeys act on the selected (highlighted) call or menu item only. Which softkeys are displayed
depends on the call or item you have selected.

'''Q. What is the best way to look at calls when I have a shared line or multiple lines?'''

'''A'''. If you have a shared line or multiple lines, it is recommended that you use the All Calls feature to
view calls. When you press the All Calls button (on the left), all calls for all your lines are listed on the
phone screen in chronological order (oldest first). (If you do not have an All Calls button, ask your
system administrator to set up this feature.)

'''Q. Why does my call disappear after I accidently press a button?'''

'''A'''. If you are on a call and press a button for another line, your line view will change. Your current
call disappears from view and calls for the newly selected line are displayed. To redisplay the call you
are on, select the line it is on or press All Calls.

'''Q. How do I check missed calls on my phone?'''

'''A'''. To check missed calls on your phone you must:

1. Press the '''Applications''' button

2. Select '''Call History'''. (Use the Navigation pad and '''Select''' button to scroll and select.)

3. Press the '''Missed''' softkey.

'''Q. How do I exit from a running application?'''

'''A'''. To exit from a running applications you must:

1. Press the '''Applications''' button

2. Select '''Running Applications'''. (Use the Navigation pad and Select button to scroll and select.)

3. Select a running application and press the '''Close App''' softkey to close the application. When prompted, save your changes.

4. Press the '''Exit''' softkey end the running application. If you do not exit a running application, it will persist in the background.

'''Q. How do I connect two calls and then drop from the line myself?'''

'''A'''. When you are on an active call (not on hold), do the following:

1. Press the '''Transfer''' button [[Image:]] and enter the transfer recipient’s phone number in one of these ways:

* Press the session button of a held call.

* Enter the transfer recipient’s phone number.

* Scroll to a Call History record and press the '''Call''' softkey.

* Press a speed-dial button.

* Press the '''Speed Dial''' softkey, enter a speed-dial number or highlight the number you want to call, and press the '''Speed Dial''' softkey again.

* Press the '''Active Calls''' softkey and select a held call. (The transfer completes immediately.)

2. Press the '''Transfer''' button again. (You do not have to wait for the recipient to answer to complete
the transfer.)

'''Q. What does the Swap softkey do?'''

'''A'''. The '''Swap''' softkey allows you to toggle between two calls before completing the transfer or creating
a conference. This allows you to consult privately with the party or parties on each call before
combining the calls into a conference.

'''Q. Can I cancel a conference or transfer procedure after I have started it?'''

'''A'''. Yes, before completing a conference or transfer, you can press the '''Release''' button [[Image:193062.JPG]] or '''Cancel'''
softkey to cancel it.

'''Q. How can I combine two calls on hold into a single conference call?'''

'''A'''. Make sure that one of the calls is active (not on hold). If both calls are on hold, resume one
call, then:

1. Press the '''Conference''' button [[Image:193065.JPG]].

2. Press the line button for the other (held) call.

The conference begins. (The conference is established on the line that had the active call.)

'''Q. Should I mount my Cisco Unified Video Camera on my phone or on my computer monitor?'''

'''A'''. For casual video calling, a camera mounted directly on the phone is recommended. If you plan to
turn to face your computer monitor often (for example, if you are presenting slides), a camera mounted
on monitor might be preferable. Experiment with both and see what works best for you.

If you prefer to mount your camera on your computer monitor, ask your system administrator for a
camera mounting clip and USB extension cable.

'''Q. How can I keep my Cisco Unified Video Camera secure to prevent theft?'''

'''A'''. If you are concerned about theft, you can place the camera in a locked drawer when not in use. If
you plan to remove the camera regularly for this reason, consider attaching the camera to a USB
extension cable (available from your system administrator) rather than mounting the camera directly
on the phone.

Connecting and disconnecting the camera is easy and neither resets the phone nor disrupts the audio
portion of an active call. However, you may find connecting and disconnecting the camera easier if a
USB cable is used rather than directly removing and reattaching the camera to the phone.

Note that the Cisco wall mount kit contains a security mechanism which locks the camera to the
phone.

'''Q. Not all calls present video on my phone. Why not?'''

'''A'''. To see an image of the other party on your phone screen, the other party’s phone must support
video and the other party must have a camera installed and enabled on his or her phone. During
conference calls, the conference system in use during the call must support video conferencing.

'''Q. What does the Preview softkey do?'''

'''A'''. If you have a Cisco Unified Video Camera installed on your phone, you can press the '''Preview'''
softkey to see the view from your camera when you are not in a video call. Try using Preview before
making video calls to help set up and position your camera effectively.

'''Q. What happens to video when I put a call on hold?'''

'''A'''. Video transmission is muted (blocked) until you resume the call.

'''Q. What does the different light colors on my Cisco Unified Video Camera indicate?'''

'''A'''. The colors indicate video transmission states as follows:

:* Green—Your video is transmitting.

:* Red—Your video is muted.

'''Q. How can I close the shutter on my Cisco Unified Video Camera?'''

'''A'''. Close the camera shutter by rotating the camera lens clockwise. Rotate counter-clockwise to open
the shutter again.

'''Q. Why does video from my Cisco Unified Video Camera appear too dark (or too light)?'''

'''A'''. Lighting conditions (such as windows and ceiling lights) within the camera’s field of view affect the
brightness. Try moving the camera to see if the brightness improves. You can also adjust the brightness
setting.

== Troubleshooting Tips ==

=== Problem: Hold button does not resume a held call. ===

When I press the Hold button [[Image:194618.JPG]] to resume a call, nothing happens

=== Possible Cause ===

This is as designed. The Hold button is not a toggle.

=== Solution ===

Use any of the following methods:

* Press the pulsing green session button.

* Press the call session on the phone display (For the Cisco Unified IP Phone 9971 only).
* Press the '''Resume''' softkey.

Highlight the call by using the Navigation pad and press the '''Select''' softkey.

=== Problem: Missing the All Calls button. ===

I would like to use the All Calls button but it is not on my phone.

=== Possible Cause ===

It has not been set up by your system administrator.

=== Solution ===

Ask your system administrator to enable the All Calls feature for you.

== Personal Directory ==

=== Problem: Cannot sign in to Personal Directory ===

You are unable to sign in to your personal directory.

=== Possible Cause ===

Your PIN needs to be reset.

You are using your password to sign in, not your personal identification number (PIN).

=== Solution ===

See your system administrator.

Use your PIN, not your password.

== User Options ==

=== Problem: Cannot access User Options web pages ===

You are unable to access your user options web pages.

=== Possible Cause ===

Your password needs to be reset.

=== Solution ===

See your system administrator.

[[Category: Troubleshooting]]

Cisco Unified IP Phone 8961, 9951, and 9971 Troubleshooting Guide

2010-10-13T07:01:26Z

Jnishant: /* Solution */

File:193063.JPG

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Jnishant: uploaded a new version of "Image:193063.JPG"

File:193054.JPG

2010-10-13T06:51:32Z

Jnishant: uploaded a new version of "Image:193054.JPG"

File:194618.JPG

2010-10-13T06:46:02Z

Jnishant:

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Jnishant:

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Jnishant:

Cisco Unified IP Phone 8961, 9951, and 9971 Troubleshooting Guide

2010-10-13T06:45:05Z

Jnishant:

Cisco Unified IP Phone 8961, 9951, and 9971 Troubleshooting Guide

2010-10-13T06:42:32Z

Jnishant:

The Cisco Unified IP Phone 8961, 9951, and 9971 Troubleshooting Guide 8.5 provides you with the information you frequently ask to understand and use the Cisco Unified IP Phones 8961, 9951, and 9971.

== Frequently Asked Questions ==

'''Q. Why can't I see all the active calls on my phone?'''

'''A'''. When there are more calls than available session buttons on the phone, you can scroll using the
Navigation pad to see them. Calls are sorted from oldest to newest, with the oldest call at the top of
the list.

'''Q. How do I redirect an incoming call when I am on a call?'''

'''A'''. To redirect an incoming (ringing) call while on another call, use the Navigation pad to highlight
the incoming call, and then press the '''Divert''' softkey. (Otherwise pressing the '''Divert''' softkey will
redirect the current, active call.)

'''Q. If I’m on a call, how can I silence the ringing of an incoming call?'''

'''A'''. You can silence the incoming (ringing) call by pressing the '''Volume''' button down once, and then let
the incoming call go to the target number (voicemail or predetermined number set up the system
administrator).

'''Q. How can I resume a call that is on hold?'''

'''A'''. To resume a call on hold, you can use any of the following methods:

* Press the pulsing green session button.

* Press the call session on the phone display (For the Cisco Unified IP Phone 9971 only).

* Press the '''Resume''' softkey.

* Highlight the call by using the Navigation pad and press the '''Select''' softkey. Note that pressing the '''Hold''' button again does not resume the call.

'''Q. What is the difference between the buttons on the left and those on the right of the screen?'''

'''A'''. Your phone has feature buttons on the left and call session buttons on the right. Use the feature
buttons to access features (such as speed dial) or select a phone line. Use call session buttons to perform
call-related tasks, such as making a new call, resuming a held call, or checking your voicemail.

'''Q. Why do the softkeys keep changing?'''

'''A'''. Softkeys act on the selected (highlighted) call or menu item only. Which softkeys are displayed
depends on the call or item you have selected.

'''Q. What is the best way to look at calls when I have a shared line or multiple lines?'''

'''A'''. If you have a shared line or multiple lines, it is recommended that you use the All Calls feature to
view calls. When you press the All Calls button (on the left), all calls for all your lines are listed on the
phone screen in chronological order (oldest first). (If you do not have an All Calls button, ask your
system administrator to set up this feature.)

'''Q. Why does my call disappear after I accidently press a button?'''

'''A'''. If you are on a call and press a button for another line, your line view will change. Your current
call disappears from view and calls for the newly selected line are displayed. To redisplay the call you
are on, select the line it is on or press All Calls.

'''Q. How do I check missed calls on my phone?'''

'''A'''. To check missed calls on your phone you must:

1. Press the '''Applications''' button [[Image:193054.JPG]].

2. Select '''Call History'''. (Use the Navigation pad and '''Select''' button to scroll and select.)

3. Press the '''Missed''' softkey.

'''Q. How do I exit from a running application?'''

'''A'''. To exit from a running applications you must:

1. Press the '''Applications''' button [[Image:193054.JPG]].

2. Select '''Running Applications'''. (Use the Navigation pad and Select button to scroll and select.)

3. Select a running application and press the '''Close App''' softkey to close the application. When prompted, save your changes.

4. Press the '''Exit''' softkey end the running application. If you do not exit a running application, it will persist in the background.

'''Q. How do I connect two calls and then drop from the line myself?'''

'''A'''. When you are on an active call (not on hold), do the following:

1. Press the '''Transfer''' button [[Image: ]] and enter the transfer recipient’s phone number in one of these ways:

* Press the session button of a held call.

* Enter the transfer recipient’s phone number.

* Scroll to a Call History record and press the '''Call''' softkey.

* Press a speed-dial button.

* Press the '''Speed Dial''' softkey, enter a speed-dial number or highlight the number you want to call, and press the '''Speed Dial''' softkey again.

* Press the '''Active Calls''' softkey and select a held call. (The transfer completes immediately.)

2. Press the '''Transfer''' button again. (You do not have to wait for the recipient to answer to complete
the transfer.)

'''Q. What does the Swap softkey do?'''

'''A'''. The '''Swap''' softkey allows you to toggle between two calls before completing the transfer or creating
a conference. This allows you to consult privately with the party or parties on each call before
combining the calls into a conference.

'''Q. Can I cancel a conference or transfer procedure after I have started it?'''

'''A'''. Yes, before completing a conference or transfer, you can press the '''Release''' button [[Image: ]] or '''Cancel'''
softkey to cancel it.

'''Q. How can I combine two calls on hold into a single conference call?'''

'''A'''. Make sure that one of the calls is active (not on hold). If both calls are on hold, resume one
call, then:

1. Press the '''Conference''' button [[Image: ]].

2. Press the line button for the other (held) call.

The conference begins. (The conference is established on the line that had the active call.)

'''Q. Should I mount my Cisco Unified Video Camera on my phone or on my computer monitor?'''

'''A'''. For casual video calling, a camera mounted directly on the phone is recommended. If you plan to
turn to face your computer monitor often (for example, if you are presenting slides), a camera mounted
on monitor might be preferable. Experiment with both and see what works best for you.

If you prefer to mount your camera on your computer monitor, ask your system administrator for a
camera mounting clip and USB extension cable.

'''Q. How can I keep my Cisco Unified Video Camera secure to prevent theft?'''

'''A'''. If you are concerned about theft, you can place the camera in a locked drawer when not in use. If
you plan to remove the camera regularly for this reason, consider attaching the camera to a USB
extension cable (available from your system administrator) rather than mounting the camera directly
on the phone.

Connecting and disconnecting the camera is easy and neither resets the phone nor disrupts the audio
portion of an active call. However, you may find connecting and disconnecting the camera easier if a
USB cable is used rather than directly removing and reattaching the camera to the phone.

Note that the Cisco wall mount kit contains a security mechanism which locks the camera to the
phone.

'''Q. Not all calls present video on my phone. Why not?'''

'''A'''. To see an image of the other party on your phone screen, the other party’s phone must support
video and the other party must have a camera installed and enabled on his or her phone. During
conference calls, the conference system in use during the call must support video conferencing.

'''Q. What does the Preview softkey do?'''

'''A'''. If you have a Cisco Unified Video Camera installed on your phone, you can press the '''Preview'''
softkey to see the view from your camera when you are not in a video call. Try using Preview before
making video calls to help set up and position your camera effectively.

'''Q. What happens to video when I put a call on hold?'''

'''A'''. Video transmission is muted (blocked) until you resume the call.

'''Q. What does the different light colors on my Cisco Unified Video Camera indicate?'''

'''A'''. The colors indicate video transmission states as follows:

:* Green—Your video is transmitting.

:* Red—Your video is muted.

'''Q. How can I close the shutter on my Cisco Unified Video Camera?'''

'''A'''. Close the camera shutter by rotating the camera lens clockwise. Rotate counter-clockwise to open
the shutter again.

'''Q. Why does video from my Cisco Unified Video Camera appear too dark (or too light)?'''

'''A'''. Lighting conditions (such as windows and ceiling lights) within the camera’s field of view affect the
brightness. Try moving the camera to see if the brightness improves. You can also adjust the brightness
setting.

== Troubleshooting Tips ==

=== Problem: Hold button does not resume a held call. ===

When I press the Hold button [[Image: ]] to resume a call, nothing happens

=== Possible Cause ===

This is as designed. The Hold button is not a toggle.

=== Solution ===

Use any of the following methods:

* Press the pulsing green session button.

* Press the call session on the phone display (For the Cisco Unified IP Phone 9971 only).
* Press the '''Resume''' softkey.

Highlight the call by using the Navigation pad and press the '''Select''' softkey.

=== Problem: Missing the All Calls button. ===

I would like to use the All Calls button but it is not on my phone.

=== Possible Cause ===

It has not been set up by your system administrator.

=== Solution ===

Ask your system administrator to enable the All Calls feature for you.

== Personal Directory ==

=== Problem: Cannot sign in to Personal Directory ===

You are unable to sign in to your personal directory.

=== Possible Cause ===

Your PIN needs to be reset.

You are using your password to sign in, not your personal identification number (PIN).

=== Solution ===

See your system administrator.

Use your PIN, not your password.

== User Options ==

=== Problem: Cannot access User Options web pages ===

You are unable to access your user options web pages.

=== Possible Cause ===

Your password needs to be reset.

=== Solution ===

See your system administrator.

[[Category: Cisco Unified IP Phone 8961, 9951, and 9971 Troubleshooting Guide]]
[[Category: Troubleshooting]]

File:193054.JPG

2010-10-13T06:41:26Z

Jnishant:

Cisco Unified IP Phone 8961, 9951, and 9971 Troubleshooting Guide

2010-10-13T06:39:34Z

Jnishant: 1 revision

The Cisco Unified IP Phone 8961, 9951, and 9971 Troubleshooting Guide 8.5 provides you with the information you frequently ask to understand and use the Cisco Unified IP Phones 8961, 9951, and 9971.

== Frequently Asked Questions ==

'''Q. Why can't I see all the active calls on my phone?'''

'''A'''. When there are more calls than available session buttons on the phone, you can scroll using the
Navigation pad to see them. Calls are sorted from oldest to newest, with the oldest call at the top of
the list.

'''Q. How do I redirect an incoming call when I am on a call?'''

'''A'''. To redirect an incoming (ringing) call while on another call, use the Navigation pad to highlight
the incoming call, and then press the '''Divert''' softkey. (Otherwise pressing the '''Divert''' softkey will
redirect the current, active call.)

'''Q. If I’m on a call, how can I silence the ringing of an incoming call?'''

'''A'''. You can silence the incoming (ringing) call by pressing the '''Volume''' button down once, and then let
the incoming call go to the target number (voicemail or predetermined number set up the system
administrator).

'''Q. How can I resume a call that is on hold?'''

'''A'''. To resume a call on hold, you can use any of the following methods:

* Press the pulsing green session button.

* Press the call session on the phone display (For the Cisco Unified IP Phone 9971 only).

* Press the '''Resume''' softkey.

* Highlight the call by using the Navigation pad and press the '''Select''' softkey. Note that pressing the '''Hold''' button again does not resume the call.

'''Q. What is the difference between the buttons on the left and those on the right of the screen?'''

'''A'''. Your phone has feature buttons on the left and call session buttons on the right. Use the feature
buttons to access features (such as speed dial) or select a phone line. Use call session buttons to perform
call-related tasks, such as making a new call, resuming a held call, or checking your voicemail.

'''Q. Why do the softkeys keep changing?'''

'''A'''. Softkeys act on the selected (highlighted) call or menu item only. Which softkeys are displayed
depends on the call or item you have selected.

'''Q. What is the best way to look at calls when I have a shared line or multiple lines?'''

'''A'''. If you have a shared line or multiple lines, it is recommended that you use the All Calls feature to
view calls. When you press the All Calls button (on the left), all calls for all your lines are listed on the
phone screen in chronological order (oldest first). (If you do not have an All Calls button, ask your
system administrator to set up this feature.)

'''Q. Why does my call disappear after I accidently press a button?'''

'''A'''. If you are on a call and press a button for another line, your line view will change. Your current
call disappears from view and calls for the newly selected line are displayed. To redisplay the call you
are on, select the line it is on or press All Calls.

'''Q. How do I check missed calls on my phone?'''

'''A'''. To check missed calls on your phone you must:

1. Press the '''Applications''' button [[Image: ]].

2. Select '''Call History'''. (Use the Navigation pad and '''Select''' button to scroll and select.)

3. Press the '''Missed''' softkey.

'''Q. How do I exit from a running application?'''

'''A'''. To exit from a running applications you must:

1. Press the '''Applications''' button [[Image: ]].

2. Select '''Running Applications'''. (Use the Navigation pad and Select button to scroll and select.)

3. Select a running application and press the '''Close App''' softkey to close the application. When prompted, save your changes.

4. Press the '''Exit''' softkey end the running application. If you do not exit a running application, it will persist in the background.

'''Q. How do I connect two calls and then drop from the line myself?'''

'''A'''. When you are on an active call (not on hold), do the following:

1. Press the '''Transfer''' button [[Image: ]] and enter the transfer recipient’s phone number in one of these ways:

* Press the session button of a held call.

* Enter the transfer recipient’s phone number.

* Scroll to a Call History record and press the '''Call''' softkey.

* Press a speed-dial button.

* Press the '''Speed Dial''' softkey, enter a speed-dial number or highlight the number you want to call, and press the '''Speed Dial''' softkey again.

* Press the '''Active Calls''' softkey and select a held call. (The transfer completes immediately.)

2. Press the '''Transfer''' button again. (You do not have to wait for the recipient to answer to complete
the transfer.)

'''Q. What does the Swap softkey do?'''

'''A'''. The '''Swap''' softkey allows you to toggle between two calls before completing the transfer or creating
a conference. This allows you to consult privately with the party or parties on each call before
combining the calls into a conference.

'''Q. Can I cancel a conference or transfer procedure after I have started it?'''

'''A'''. Yes, before completing a conference or transfer, you can press the '''Release''' button [[Image: ]] or '''Cancel'''
softkey to cancel it.

'''Q. How can I combine two calls on hold into a single conference call?'''

'''A'''. Make sure that one of the calls is active (not on hold). If both calls are on hold, resume one
call, then:

1. Press the '''Conference''' button [[Image: ]].

2. Press the line button for the other (held) call.

The conference begins. (The conference is established on the line that had the active call.)

'''Q. Should I mount my Cisco Unified Video Camera on my phone or on my computer monitor?'''

'''A'''. For casual video calling, a camera mounted directly on the phone is recommended. If you plan to
turn to face your computer monitor often (for example, if you are presenting slides), a camera mounted
on monitor might be preferable. Experiment with both and see what works best for you.

If you prefer to mount your camera on your computer monitor, ask your system administrator for a
camera mounting clip and USB extension cable.

'''Q. How can I keep my Cisco Unified Video Camera secure to prevent theft?'''

'''A'''. If you are concerned about theft, you can place the camera in a locked drawer when not in use. If
you plan to remove the camera regularly for this reason, consider attaching the camera to a USB
extension cable (available from your system administrator) rather than mounting the camera directly
on the phone.

Connecting and disconnecting the camera is easy and neither resets the phone nor disrupts the audio
portion of an active call. However, you may find connecting and disconnecting the camera easier if a
USB cable is used rather than directly removing and reattaching the camera to the phone.

Note that the Cisco wall mount kit contains a security mechanism which locks the camera to the
phone.

'''Q. Not all calls present video on my phone. Why not?'''

'''A'''. To see an image of the other party on your phone screen, the other party’s phone must support
video and the other party must have a camera installed and enabled on his or her phone. During
conference calls, the conference system in use during the call must support video conferencing.

'''Q. What does the Preview softkey do?'''

'''A'''. If you have a Cisco Unified Video Camera installed on your phone, you can press the '''Preview'''
softkey to see the view from your camera when you are not in a video call. Try using Preview before
making video calls to help set up and position your camera effectively.

'''Q. What happens to video when I put a call on hold?'''

'''A'''. Video transmission is muted (blocked) until you resume the call.

'''Q. What does the different light colors on my Cisco Unified Video Camera indicate?'''

'''A'''. The colors indicate video transmission states as follows:

:* Green—Your video is transmitting.

:* Red—Your video is muted.

'''Q. How can I close the shutter on my Cisco Unified Video Camera?'''

'''A'''. Close the camera shutter by rotating the camera lens clockwise. Rotate counter-clockwise to open
the shutter again.

'''Q. Why does video from my Cisco Unified Video Camera appear too dark (or too light)?'''

'''A'''. Lighting conditions (such as windows and ceiling lights) within the camera’s field of view affect the
brightness. Try moving the camera to see if the brightness improves. You can also adjust the brightness
setting.

== Troubleshooting Tips ==

=== Problem: Hold button does not resume a held call. ===

When I press the Hold button [[Image: ]] to resume a call, nothing happens

=== Possible Cause ===

This is as designed. The Hold button is not a toggle.

=== Solution ===

Use any of the following methods:

* Press the pulsing green session button.

* Press the call session on the phone display (For the Cisco Unified IP Phone 9971 only).
* Press the '''Resume''' softkey.

Highlight the call by using the Navigation pad and press the '''Select''' softkey.

=== Problem: Missing the All Calls button. ===

I would like to use the All Calls button but it is not on my phone.

=== Possible Cause ===

It has not been set up by your system administrator.

=== Solution ===

Ask your system administrator to enable the All Calls feature for you.

== Personal Directory ==

=== Problem: Cannot sign in to Personal Directory ===

You are unable to sign in to your personal directory.

=== Possible Cause ===

Your PIN needs to be reset.

You are using your password to sign in, not your personal identification number (PIN).

=== Solution ===

See your system administrator.

Use your PIN, not your password.

== User Options ==

=== Problem: Cannot access User Options web pages ===

You are unable to access your user options web pages.

=== Possible Cause ===

Your password needs to be reset.

=== Solution ===

See your system administrator.

[[Category: Cisco Unified IP Phone 8961, 9951, and 9971 Troubleshooting Guide]]
[[Category: Troubleshooting]]

Cisco Unified IP Phone 8961, 9951, and 9971 Troubleshooting Guide

2010-10-13T06:11:11Z

Jnishant: /* Solution */

The Cisco Unified IP Phone 8961, 9951, and 9971 Troubleshooting Guide 8.5 provides you with the information you frequently ask to understand and use the Cisco Unified IP Phones 8961, 9951, and 9971.

== Frequently Asked Questions ==

'''Q. Why can't I see all the active calls on my phone?'''

'''A'''. When there are more calls than available session buttons on the phone, you can scroll using the
Navigation pad to see them. Calls are sorted from oldest to newest, with the oldest call at the top of
the list.

'''Q. How do I redirect an incoming call when I am on a call?'''

'''A'''. To redirect an incoming (ringing) call while on another call, use the Navigation pad to highlight
the incoming call, and then press the '''Divert''' softkey. (Otherwise pressing the '''Divert''' softkey will
redirect the current, active call.)

'''Q. If I’m on a call, how can I silence the ringing of an incoming call?'''

'''A'''. You can silence the incoming (ringing) call by pressing the '''Volume''' button down once, and then let
the incoming call go to the target number (voicemail or predetermined number set up the system
administrator).

'''Q. How can I resume a call that is on hold?'''

'''A'''. To resume a call on hold, you can use any of the following methods:

* Press the pulsing green session button.

* Press the call session on the phone display (For the Cisco Unified IP Phone 9971 only).

* Press the '''Resume''' softkey.

* Highlight the call by using the Navigation pad and press the '''Select''' softkey. Note that pressing the '''Hold''' button again does not resume the call.

'''Q. What is the difference between the buttons on the left and those on the right of the screen?'''

'''A'''. Your phone has feature buttons on the left and call session buttons on the right. Use the feature
buttons to access features (such as speed dial) or select a phone line. Use call session buttons to perform
call-related tasks, such as making a new call, resuming a held call, or checking your voicemail.

'''Q. Why do the softkeys keep changing?'''

'''A'''. Softkeys act on the selected (highlighted) call or menu item only. Which softkeys are displayed
depends on the call or item you have selected.

'''Q. What is the best way to look at calls when I have a shared line or multiple lines?'''

'''A'''. If you have a shared line or multiple lines, it is recommended that you use the All Calls feature to
view calls. When you press the All Calls button (on the left), all calls for all your lines are listed on the
phone screen in chronological order (oldest first). (If you do not have an All Calls button, ask your
system administrator to set up this feature.)

'''Q. Why does my call disappear after I accidently press a button?'''

'''A'''. If you are on a call and press a button for another line, your line view will change. Your current
call disappears from view and calls for the newly selected line are displayed. To redisplay the call you
are on, select the line it is on or press All Calls.

'''Q. How do I check missed calls on my phone?'''

'''A'''. To check missed calls on your phone you must:

1. Press the '''Applications''' button [[Image: ]].

2. Select '''Call History'''. (Use the Navigation pad and '''Select''' button to scroll and select.)

3. Press the '''Missed''' softkey.

'''Q. How do I exit from a running application?'''

'''A'''. To exit from a running applications you must:

1. Press the '''Applications''' button [[Image: ]].

2. Select '''Running Applications'''. (Use the Navigation pad and Select button to scroll and select.)

3. Select a running application and press the '''Close App''' softkey to close the application. When prompted, save your changes.

4. Press the '''Exit''' softkey end the running application. If you do not exit a running application, it will persist in the background.

'''Q. How do I connect two calls and then drop from the line myself?'''

'''A'''. When you are on an active call (not on hold), do the following:

1. Press the '''Transfer''' button [[Image: ]] and enter the transfer recipient’s phone number in one of these ways:

* Press the session button of a held call.

* Enter the transfer recipient’s phone number.

* Scroll to a Call History record and press the '''Call''' softkey.

* Press a speed-dial button.

* Press the '''Speed Dial''' softkey, enter a speed-dial number or highlight the number you want to call, and press the '''Speed Dial''' softkey again.

* Press the '''Active Calls''' softkey and select a held call. (The transfer completes immediately.)

2. Press the '''Transfer''' button again. (You do not have to wait for the recipient to answer to complete
the transfer.)

'''Q. What does the Swap softkey do?'''

'''A'''. The '''Swap''' softkey allows you to toggle between two calls before completing the transfer or creating
a conference. This allows you to consult privately with the party or parties on each call before
combining the calls into a conference.

'''Q. Can I cancel a conference or transfer procedure after I have started it?'''

'''A'''. Yes, before completing a conference or transfer, you can press the '''Release''' button [[Image: ]] or '''Cancel'''
softkey to cancel it.

'''Q. How can I combine two calls on hold into a single conference call?'''

'''A'''. Make sure that one of the calls is active (not on hold). If both calls are on hold, resume one
call, then:

1. Press the '''Conference''' button [[Image: ]].

2. Press the line button for the other (held) call.

The conference begins. (The conference is established on the line that had the active call.)

'''Q. Should I mount my Cisco Unified Video Camera on my phone or on my computer monitor?'''

'''A'''. For casual video calling, a camera mounted directly on the phone is recommended. If you plan to
turn to face your computer monitor often (for example, if you are presenting slides), a camera mounted
on monitor might be preferable. Experiment with both and see what works best for you.

If you prefer to mount your camera on your computer monitor, ask your system administrator for a
camera mounting clip and USB extension cable.

'''Q. How can I keep my Cisco Unified Video Camera secure to prevent theft?'''

'''A'''. If you are concerned about theft, you can place the camera in a locked drawer when not in use. If
you plan to remove the camera regularly for this reason, consider attaching the camera to a USB
extension cable (available from your system administrator) rather than mounting the camera directly
on the phone.

Connecting and disconnecting the camera is easy and neither resets the phone nor disrupts the audio
portion of an active call. However, you may find connecting and disconnecting the camera easier if a
USB cable is used rather than directly removing and reattaching the camera to the phone.

Note that the Cisco wall mount kit contains a security mechanism which locks the camera to the
phone.

'''Q. Not all calls present video on my phone. Why not?'''

'''A'''. To see an image of the other party on your phone screen, the other party’s phone must support
video and the other party must have a camera installed and enabled on his or her phone. During
conference calls, the conference system in use during the call must support video conferencing.

'''Q. What does the Preview softkey do?'''

'''A'''. If you have a Cisco Unified Video Camera installed on your phone, you can press the '''Preview'''
softkey to see the view from your camera when you are not in a video call. Try using Preview before
making video calls to help set up and position your camera effectively.

'''Q. What happens to video when I put a call on hold?'''

'''A'''. Video transmission is muted (blocked) until you resume the call.

'''Q. What does the different light colors on my Cisco Unified Video Camera indicate?'''

'''A'''. The colors indicate video transmission states as follows:

:* Green—Your video is transmitting.

:* Red—Your video is muted.

'''Q. How can I close the shutter on my Cisco Unified Video Camera?'''

'''A'''. Close the camera shutter by rotating the camera lens clockwise. Rotate counter-clockwise to open
the shutter again.

'''Q. Why does video from my Cisco Unified Video Camera appear too dark (or too light)?'''

'''A'''. Lighting conditions (such as windows and ceiling lights) within the camera’s field of view affect the
brightness. Try moving the camera to see if the brightness improves. You can also adjust the brightness
setting.

== Troubleshooting Tips ==

=== Problem: Hold button does not resume a held call. ===

When I press the Hold button [[Image: ]] to resume a call, nothing happens

=== Possible Cause ===

This is as designed. The Hold button is not a toggle.

=== Solution ===

Use any of the following methods:

* Press the pulsing green session button.

* Press the call session on the phone display (For the Cisco Unified IP Phone 9971 only).
* Press the '''Resume''' softkey.

Highlight the call by using the Navigation pad and press the '''Select''' softkey.

=== Problem: Missing the All Calls button. ===

I would like to use the All Calls button but it is not on my phone.

=== Possible Cause ===

It has not been set up by your system administrator.

=== Solution ===

Ask your system administrator to enable the All Calls feature for you.

== Personal Directory ==

=== Problem: Cannot sign in to Personal Directory ===

You are unable to sign in to your personal directory.

=== Possible Cause ===

Your PIN needs to be reset.

You are using your password to sign in, not your personal identification number (PIN).

=== Solution ===

See your system administrator.

Use your PIN, not your password.

== User Options ==

=== Problem: Cannot access User Options web pages ===

You are unable to access your user options web pages.

=== Possible Cause ===

Your password needs to be reset.

=== Solution ===

See your system administrator.

[[Category: Cisco Unified IP Phone 8961, 9951, and 9971 Troubleshooting Guide]]
[[Category: Troubleshooting]]

Troubleshooting Phone-Related Problems

2010-10-11T10:20:04Z

Jnishant: /* Too Many Unlocated Phones */

This chapter covers topics that help you troubleshoot problems related to assigning phones to ERLs and managing the phones:

== Undiscovered Phones ==

If Cisco ER is not discovering the phones homing to Cisco Unified CM (Cisco Unified CM), check that all Cisco Unified CMs are SNMP-reachable and that the SNMP settings are correct. Cisco ER will log an event if Cisco Unified CM is SNMP-unreachable.

To verify the Cisco Unified CM SNMP settings, follow these steps:

1. Log in to the Cisco ER Administration command line interface and use the following command to ping the Cisco Unified CM server:
''utils network ping <ipaddress of CUCM>''

2. If you successfully ping the Cisco Unified CM, verify that the SNMP settings are correct on Cisco Unified CM, as follows:

* If you are using a Linux-based version of Cisco Unified CM (version 6.0 or higher), log in to the Cisco Unified CM Serviceability web interface and use the SNMP web pages to check the SNMP community string settings.

* If you are using a Windows-based version of Cisco Unified CM, open the services on Cisco Unified CM and choose:
:'''Start > Settings > Control Panel > Administrative Tools > Services Properties > SNMP > Properties > Security Tab'''

3. Check to see if Cisco Unified CM is SNMP reachable by running the following CLI command on the Cisco ER server:
utils snmp get <ccm ip-address/host name> <snmp-read-community-string> .1.3.6.1.2.1.1.2.0
* If the Cisco Unified CM is SNMP reachable, then the output of the above command should be similar to the following:

''Variable = .1.3.6.1.2.1.1.2.0''
''value = OBJECT IDENTIFIER <sys-oid-of-ccm>''

== Too Many Unlocated Phones ==

Cisco ER obtains a list of registered phones from Cisco Unified CM and tries to locate all phones. If Cisco ER cannot locate a phone behind a switch port or in any configured IP subnets, and the phone is not a configured synthetic phone, the phone will be placed in the list of unlocated phones.

If there are a lot of unlocated phones, first try running the switch port and phone update process to see if Cisco ER can resolve some of the problems automatically. See the [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911conf.html#wp1050934 Manually Running the Switch-Port and Phone Update Process]for more information.
These are some things that can prevent Cisco ER from locating a phone:

* If more than one switch port reports the phone as a CDP (Cisco Discovery Protocol) neighbor, then the phone will be placed in unlocated phones. This condition will be corrected in the next phone tracking when only one switch port reports this phone as its CDP neighbor.

* The phone is attached to a switch that is not defined in Cisco ER. See the [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911conf.html#wpxref40828 Identifying the LAN Switches]for information on defining switches.

* The phone is connected to an unsupported device, such as a router port, a hub connected to a router, or an unsupported switch. See the [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911plan.html#wpxref39006 Network Hardware and Software Requirements]for a list of supported switches. See the [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911conf.html#wpxref22349 Manually Defining a Phone] for information on configuring these types of phones if you cannot connect them to a supported device.

The phone is connected to a hub, which is connected to a supported switch port, but it does not support CDP. Cisco ER can consistently discover CDP-enabled phones attached to hubs (which are attached to supported switch ports), but cannot always track non-CDP phones attached in this manner. For non-CDP phones, ensure the phones are attached directly to supported switch ports.

The switch to which the phone is connected is currently unreachable, for example, it does not respond to SNMP queries. This could be for several reasons:

* The SNMP read community string on the switch does not match the string configured in Cisco ER. Correct the Cisco ER configuration. See the [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911conf.html#wpxref85816 Configuring the SNMP Connection].

* The phone requires CAM table access, but CAM tracking is not enabled for the switch in Cisco ER. See the [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911conf.html#wpxref40828 Identifying the LAN Switches].

* There is a network outage preventing communication between the Cisco ER server and the switch. Locate and resolve the network outage problem.

Unreachable switches are not retried until Cisco ER runs the next full switch-port and phone update process, unless you run it against the individual switch (see below).

* The phone has moved to a switch served by a different Cisco ER group. If this is the case, the Cisco ER group name is shown for the phone in the unlocated phones list. If the phone is not locatable in the next incremental phone tracking process after it is moved, the phone remains unlocated in any Cisco ER group until a full switch-port and phone update process is run.

* The phone requires CAM-based tracking, but CAM-based tracking is not enabled on the switch to which the phone is connected. Cisco IP SoftPhone and some other phone models require CAM-based tracking. See the [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911conf.html#wpxref40828 Identifying the LAN Switches]for information on enabling CAM-based tracking, and [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911plan.html#wpxref39006 Network Hardware and Software Requirements]for a list of phones that require CAM-based tracking.

After fixing the problems that are preventing Cisco ER from locating phones, run the switch-port and phone update process on the affected switches, or on all switches:

* To run the process on a specific switch—Select '''Phone Tracking > LAN Switch Details''' and select the switch in the left-hand column; then click '''Locate Switch Ports'''.

* To run the process on all switches—Select '''Phone Tracking > Run Switch-Port & Phone Update'''.

=== Related Topics ===
* [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911conf.html#wpxref95747 Identifying Unlocated Phones]
* [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911page.html#wpxref79328 IP Subnet Phones]
* [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911cli.html#wpxref17182 Cisco Unified OS CLI Commands]

== Phone Sometimes Disappears in Cisco Emergency Responder ==

If Cisco ER is in the middle of a phone tracking process, and a phone is in the middle of homing to a different Cisco Unified CM cluster, no Cisco Unified CM cluster has a record of the phone. Thus, Cisco ER does not know the phone exists, and you will not be able to look up the phone in the Cisco ER interface. However, assuming the phone successfully connects to a Cisco Unified CM cluster, Cisco ER tracks the phone during the next incremental phone tracking process, and the phone should then appear in the Cisco ER interface.

This problem can also occur if phones are reconnecting to a primary Cisco Unified CM server from a backup server during the Cisco ER phone tracking process.

== Wrong ERL is Used for a Shared Line ==

When two or more phones with a shared line appearance move from switches that are monitored by one Cisco ER group to switches that are monitored by a different Cisco ER group, then Cisco ER may assign an incorrect ERL to these phones during an emergency call. This can occur when the phones move to a different campus that has a different Cisco Unified CM cluster (although the moved phones are still registered with the original Cisco Unified CMr cluster), and it can also occur when the phones move within a single large campus that is served by multiple Cisco Unified CM clusters.

Because the moved phones are still registered to their original Cisco Unified CM cluster, emergency calls from these phones are routed to the original Cisco ER group. In this case, the Cisco ER group detects that the calling phone is connected to a switch that is monitored by a different Cisco ER group, and the call is forwarded to the appropriate Cisco ER group through an H.323 inter-cluster trunk. Because the inter-cluster trunk does not pass the MAC address of the calling phone, the receiving Cisco ER group does not know the MAC address of the calling phone and must associate the phone to an ERL based on the calling party number.

In cases with a single phone connected to the switches monitored by the receiving Cisco ER group, this is not a problem. However, when multiple phones with a shared line appearance connect to switches monitored by the receiving Cisco ER group, then Cisco ER must guess which phone has placed the emergency call. If all of the phones with a shared line appearance are in the same ERL, the guess is correct. If the phones span multiple ERLs, then the guess might be incorrect.

=== Related Topics ===

* [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911plan.html#wpxref32415 Deploying Cisco Emergency Responder In Two Main Sites]

* [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911ccm.html#wpxref47977 Creating Route Patterns for Inter-Cisco Emergency Responder-Group Communications]

== 802.11b Endpoints Using Wrong ERL ==

802.11b endpoints (such as Cisco Wireless IP 7920 Phones and Cisco IP SoftPhones running on 802.11b) are using switch port-based ERL instead of the configured subnet-based ERL.

Cisco Emergency Responder (Cisco ER) give a higher priority to switch port association for call routing. If Cisco ER finds a switch port mapping for any endpoint (including 802.11b endpoints), it uses the switch port mapping to route emergency calls.

If the switch port mapping is not found or if the ERL is not configured for the corresponding switch port, Cisco ER 1.2 routes emergency calls using subnet-ERL configuration.

Be aware that Cisco ER 8.0 will locate 802.11b endpoints behind a switch port under the following conditions:

* CDP (Cisco Discovery Protocol) is disabled on the access point or the switch port on which it is connected; and
* CAM tracking is enabled in Cisco ER for that particular switch.

See the switch port screen or the ERL debug tool (see [[Troubleshooting Cisco Emergency Responder System and Administration Problems#Using The ERL Debug Tool to Verify Cisco Emergency Responder Configuration | Using The ERL Debug Tool to Verify Cisco Emergency Responder Configuration]] to check if the 802.11b endpoint is associated with a switch port.

It is recommended that you track 802.11b endpoints using subnet-based ERLs. Therefore, enable CDP on the switch port and the access points to route emergency calls from 802.11b endpoints using subnet-based ERLS.

=== Related Topics ===
* [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911conf.html#wpxref93732 Configuring IP Subnet-based ERLs]

[[Category:Emergency Responder]]

Troubleshooting Phone-Related Problems

2010-10-11T10:19:08Z

Jnishant: /* Too Many Unlocated Phones */

This chapter covers topics that help you troubleshoot problems related to assigning phones to ERLs and managing the phones:

== Undiscovered Phones ==

If Cisco ER is not discovering the phones homing to Cisco Unified CM (Cisco Unified CM), check that all Cisco Unified CMs are SNMP-reachable and that the SNMP settings are correct. Cisco ER will log an event if Cisco Unified CM is SNMP-unreachable.

To verify the Cisco Unified CM SNMP settings, follow these steps:

1. Log in to the Cisco ER Administration command line interface and use the following command to ping the Cisco Unified CM server:
''utils network ping <ipaddress of CUCM>''

2. If you successfully ping the Cisco Unified CM, verify that the SNMP settings are correct on Cisco Unified CM, as follows:

* If you are using a Linux-based version of Cisco Unified CM (version 6.0 or higher), log in to the Cisco Unified CM Serviceability web interface and use the SNMP web pages to check the SNMP community string settings.

* If you are using a Windows-based version of Cisco Unified CM, open the services on Cisco Unified CM and choose:
:'''Start > Settings > Control Panel > Administrative Tools > Services Properties > SNMP > Properties > Security Tab'''

3. Check to see if Cisco Unified CM is SNMP reachable by running the following CLI command on the Cisco ER server:
utils snmp get <ccm ip-address/host name> <snmp-read-community-string> .1.3.6.1.2.1.1.2.0
* If the Cisco Unified CM is SNMP reachable, then the output of the above command should be similar to the following:

''Variable = .1.3.6.1.2.1.1.2.0''
''value = OBJECT IDENTIFIER <sys-oid-of-ccm>''

== Too Many Unlocated Phones ==

Cisco ER obtains a list of registered phones from Cisco Unified CM and tries to locate all phones. If Cisco ER cannot locate a phone behind a switch port or in any configured IP subnets, and the phone is not a configured synthetic phone, the phone will be placed in the list of unlocated phones.

If there are a lot of unlocated phones, first try running the switch port and phone update process to see if Cisco ER can resolve some of the problems automatically. See the [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911conf.html#wp1050934 Manually Running the Switch-Port and Phone Update Process<DEL>&nbsp</DEL>]for more information.
These are some things that can prevent Cisco ER from locating a phone:

* If more than one switch port reports the phone as a CDP (Cisco Discovery Protocol) neighbor, then the phone will be placed in unlocated phones. This condition will be corrected in the next phone tracking when only one switch port reports this phone as its CDP neighbor.

* The phone is attached to a switch that is not defined in Cisco ER. See the [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911conf.html#wpxref40828 Identifying the LAN Switches]for information on defining switches.

* The phone is connected to an unsupported device, such as a router port, a hub connected to a router, or an unsupported switch. See the [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911plan.html#wpxref39006 Network Hardware and Software Requirements]for a list of supported switches. See the [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911conf.html#wpxref22349 Manually Defining a Phone] for information on configuring these types of phones if you cannot connect them to a supported device.

The phone is connected to a hub, which is connected to a supported switch port, but it does not support CDP. Cisco ER can consistently discover CDP-enabled phones attached to hubs (which are attached to supported switch ports), but cannot always track non-CDP phones attached in this manner. For non-CDP phones, ensure the phones are attached directly to supported switch ports.

The switch to which the phone is connected is currently unreachable, for example, it does not respond to SNMP queries. This could be for several reasons:

* The SNMP read community string on the switch does not match the string configured in Cisco ER. Correct the Cisco ER configuration. See the [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911conf.html#wpxref85816 Configuring the SNMP Connection].

* The phone requires CAM table access, but CAM tracking is not enabled for the switch in Cisco ER. See the [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911conf.html#wpxref40828 Identifying the LAN Switches].

* There is a network outage preventing communication between the Cisco ER server and the switch. Locate and resolve the network outage problem.

Unreachable switches are not retried until Cisco ER runs the next full switch-port and phone update process, unless you run it against the individual switch (see below).

* The phone has moved to a switch served by a different Cisco ER group. If this is the case, the Cisco ER group name is shown for the phone in the unlocated phones list. If the phone is not locatable in the next incremental phone tracking process after it is moved, the phone remains unlocated in any Cisco ER group until a full switch-port and phone update process is run.

* The phone requires CAM-based tracking, but CAM-based tracking is not enabled on the switch to which the phone is connected. Cisco IP SoftPhone and some other phone models require CAM-based tracking. See the [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911conf.html#wpxref40828 Identifying the LAN Switches]for information on enabling CAM-based tracking, and [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911plan.html#wpxref39006 Network Hardware and Software Requirements]for a list of phones that require CAM-based tracking.

After fixing the problems that are preventing Cisco ER from locating phones, run the switch-port and phone update process on the affected switches, or on all switches:

* To run the process on a specific switch—Select '''Phone Tracking > LAN Switch Details''' and select the switch in the left-hand column; then click '''Locate Switch Ports'''.

* To run the process on all switches—Select '''Phone Tracking > Run Switch-Port & Phone Update'''.

=== Related Topics ===
* [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911conf.html#wpxref95747 Identifying Unlocated Phones]
* [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911page.html#wpxref79328 IP Subnet Phones]
* [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911cli.html#wpxref17182 Cisco Unified OS CLI Commands]

== Phone Sometimes Disappears in Cisco Emergency Responder ==

If Cisco ER is in the middle of a phone tracking process, and a phone is in the middle of homing to a different Cisco Unified CM cluster, no Cisco Unified CM cluster has a record of the phone. Thus, Cisco ER does not know the phone exists, and you will not be able to look up the phone in the Cisco ER interface. However, assuming the phone successfully connects to a Cisco Unified CM cluster, Cisco ER tracks the phone during the next incremental phone tracking process, and the phone should then appear in the Cisco ER interface.

This problem can also occur if phones are reconnecting to a primary Cisco Unified CM server from a backup server during the Cisco ER phone tracking process.

== Wrong ERL is Used for a Shared Line ==

When two or more phones with a shared line appearance move from switches that are monitored by one Cisco ER group to switches that are monitored by a different Cisco ER group, then Cisco ER may assign an incorrect ERL to these phones during an emergency call. This can occur when the phones move to a different campus that has a different Cisco Unified CM cluster (although the moved phones are still registered with the original Cisco Unified CMr cluster), and it can also occur when the phones move within a single large campus that is served by multiple Cisco Unified CM clusters.

Because the moved phones are still registered to their original Cisco Unified CM cluster, emergency calls from these phones are routed to the original Cisco ER group. In this case, the Cisco ER group detects that the calling phone is connected to a switch that is monitored by a different Cisco ER group, and the call is forwarded to the appropriate Cisco ER group through an H.323 inter-cluster trunk. Because the inter-cluster trunk does not pass the MAC address of the calling phone, the receiving Cisco ER group does not know the MAC address of the calling phone and must associate the phone to an ERL based on the calling party number.

In cases with a single phone connected to the switches monitored by the receiving Cisco ER group, this is not a problem. However, when multiple phones with a shared line appearance connect to switches monitored by the receiving Cisco ER group, then Cisco ER must guess which phone has placed the emergency call. If all of the phones with a shared line appearance are in the same ERL, the guess is correct. If the phones span multiple ERLs, then the guess might be incorrect.

=== Related Topics ===

* [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911plan.html#wpxref32415 Deploying Cisco Emergency Responder In Two Main Sites]

* [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911ccm.html#wpxref47977 Creating Route Patterns for Inter-Cisco Emergency Responder-Group Communications]

== 802.11b Endpoints Using Wrong ERL ==

802.11b endpoints (such as Cisco Wireless IP 7920 Phones and Cisco IP SoftPhones running on 802.11b) are using switch port-based ERL instead of the configured subnet-based ERL.

Cisco Emergency Responder (Cisco ER) give a higher priority to switch port association for call routing. If Cisco ER finds a switch port mapping for any endpoint (including 802.11b endpoints), it uses the switch port mapping to route emergency calls.

If the switch port mapping is not found or if the ERL is not configured for the corresponding switch port, Cisco ER 1.2 routes emergency calls using subnet-ERL configuration.

Be aware that Cisco ER 8.0 will locate 802.11b endpoints behind a switch port under the following conditions:

* CDP (Cisco Discovery Protocol) is disabled on the access point or the switch port on which it is connected; and
* CAM tracking is enabled in Cisco ER for that particular switch.

See the switch port screen or the ERL debug tool (see [[Troubleshooting Cisco Emergency Responder System and Administration Problems#Using The ERL Debug Tool to Verify Cisco Emergency Responder Configuration | Using The ERL Debug Tool to Verify Cisco Emergency Responder Configuration]] to check if the 802.11b endpoint is associated with a switch port.

It is recommended that you track 802.11b endpoints using subnet-based ERLs. Therefore, enable CDP on the switch port and the access points to route emergency calls from 802.11b endpoints using subnet-based ERLS.

=== Related Topics ===
* [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911conf.html#wpxref93732 Configuring IP Subnet-based ERLs]

[[Category:Emergency Responder]]

Troubleshooting Phone-Related Problems

2010-10-11T10:18:31Z

Jnishant: /* Too Many Unlocated Phones */

This chapter covers topics that help you troubleshoot problems related to assigning phones to ERLs and managing the phones:

== Undiscovered Phones ==

If Cisco ER is not discovering the phones homing to Cisco Unified CM (Cisco Unified CM), check that all Cisco Unified CMs are SNMP-reachable and that the SNMP settings are correct. Cisco ER will log an event if Cisco Unified CM is SNMP-unreachable.

To verify the Cisco Unified CM SNMP settings, follow these steps:

1. Log in to the Cisco ER Administration command line interface and use the following command to ping the Cisco Unified CM server:
''utils network ping <ipaddress of CUCM>''

2. If you successfully ping the Cisco Unified CM, verify that the SNMP settings are correct on Cisco Unified CM, as follows:

* If you are using a Linux-based version of Cisco Unified CM (version 6.0 or higher), log in to the Cisco Unified CM Serviceability web interface and use the SNMP web pages to check the SNMP community string settings.

* If you are using a Windows-based version of Cisco Unified CM, open the services on Cisco Unified CM and choose:
:'''Start > Settings > Control Panel > Administrative Tools > Services Properties > SNMP > Properties > Security Tab'''

3. Check to see if Cisco Unified CM is SNMP reachable by running the following CLI command on the Cisco ER server:
utils snmp get <ccm ip-address/host name> <snmp-read-community-string> .1.3.6.1.2.1.1.2.0
* If the Cisco Unified CM is SNMP reachable, then the output of the above command should be similar to the following:

''Variable = .1.3.6.1.2.1.1.2.0''
''value = OBJECT IDENTIFIER <sys-oid-of-ccm>''

== Too Many Unlocated Phones ==

Cisco ER obtains a list of registered phones from Cisco Unified CM and tries to locate all phones. If Cisco ER cannot locate a phone behind a switch port or in any configured IP subnets, and the phone is not a configured synthetic phone, the phone will be placed in the list of unlocated phones.

If there are a lot of unlocated phones, first try running the switch port and phone update process to see if Cisco ER can resolve some of the problems automatically. See the [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911conf.html#wp1050934 Manually Running the Switch-Port and Phone Update Process]<DEL>&nbsp</DEL>for more information.
These are some things that can prevent Cisco ER from locating a phone:

* If more than one switch port reports the phone as a CDP (Cisco Discovery Protocol) neighbor, then the phone will be placed in unlocated phones. This condition will be corrected in the next phone tracking when only one switch port reports this phone as its CDP neighbor.

* The phone is attached to a switch that is not defined in Cisco ER. See the [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911conf.html#wpxref40828 Identifying the LAN Switches]for information on defining switches.

* The phone is connected to an unsupported device, such as a router port, a hub connected to a router, or an unsupported switch. See the [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911plan.html#wpxref39006 Network Hardware and Software Requirements]for a list of supported switches. See the [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911conf.html#wpxref22349 Manually Defining a Phone] for information on configuring these types of phones if you cannot connect them to a supported device.

The phone is connected to a hub, which is connected to a supported switch port, but it does not support CDP. Cisco ER can consistently discover CDP-enabled phones attached to hubs (which are attached to supported switch ports), but cannot always track non-CDP phones attached in this manner. For non-CDP phones, ensure the phones are attached directly to supported switch ports.

The switch to which the phone is connected is currently unreachable, for example, it does not respond to SNMP queries. This could be for several reasons:

* The SNMP read community string on the switch does not match the string configured in Cisco ER. Correct the Cisco ER configuration. See the [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911conf.html#wpxref85816 Configuring the SNMP Connection].

* The phone requires CAM table access, but CAM tracking is not enabled for the switch in Cisco ER. See the [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911conf.html#wpxref40828 Identifying the LAN Switches].

* There is a network outage preventing communication between the Cisco ER server and the switch. Locate and resolve the network outage problem.

Unreachable switches are not retried until Cisco ER runs the next full switch-port and phone update process, unless you run it against the individual switch (see below).

* The phone has moved to a switch served by a different Cisco ER group. If this is the case, the Cisco ER group name is shown for the phone in the unlocated phones list. If the phone is not locatable in the next incremental phone tracking process after it is moved, the phone remains unlocated in any Cisco ER group until a full switch-port and phone update process is run.

* The phone requires CAM-based tracking, but CAM-based tracking is not enabled on the switch to which the phone is connected. Cisco IP SoftPhone and some other phone models require CAM-based tracking. See the [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911conf.html#wpxref40828 Identifying the LAN Switches]for information on enabling CAM-based tracking, and [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911plan.html#wpxref39006 Network Hardware and Software Requirements]for a list of phones that require CAM-based tracking.

After fixing the problems that are preventing Cisco ER from locating phones, run the switch-port and phone update process on the affected switches, or on all switches:

* To run the process on a specific switch—Select '''Phone Tracking > LAN Switch Details''' and select the switch in the left-hand column; then click '''Locate Switch Ports'''.

* To run the process on all switches—Select '''Phone Tracking > Run Switch-Port & Phone Update'''.

=== Related Topics ===
* [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911conf.html#wpxref95747 Identifying Unlocated Phones]
* [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911page.html#wpxref79328 IP Subnet Phones]
* [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911cli.html#wpxref17182 Cisco Unified OS CLI Commands]

== Phone Sometimes Disappears in Cisco Emergency Responder ==

If Cisco ER is in the middle of a phone tracking process, and a phone is in the middle of homing to a different Cisco Unified CM cluster, no Cisco Unified CM cluster has a record of the phone. Thus, Cisco ER does not know the phone exists, and you will not be able to look up the phone in the Cisco ER interface. However, assuming the phone successfully connects to a Cisco Unified CM cluster, Cisco ER tracks the phone during the next incremental phone tracking process, and the phone should then appear in the Cisco ER interface.

This problem can also occur if phones are reconnecting to a primary Cisco Unified CM server from a backup server during the Cisco ER phone tracking process.

== Wrong ERL is Used for a Shared Line ==

When two or more phones with a shared line appearance move from switches that are monitored by one Cisco ER group to switches that are monitored by a different Cisco ER group, then Cisco ER may assign an incorrect ERL to these phones during an emergency call. This can occur when the phones move to a different campus that has a different Cisco Unified CM cluster (although the moved phones are still registered with the original Cisco Unified CMr cluster), and it can also occur when the phones move within a single large campus that is served by multiple Cisco Unified CM clusters.

Because the moved phones are still registered to their original Cisco Unified CM cluster, emergency calls from these phones are routed to the original Cisco ER group. In this case, the Cisco ER group detects that the calling phone is connected to a switch that is monitored by a different Cisco ER group, and the call is forwarded to the appropriate Cisco ER group through an H.323 inter-cluster trunk. Because the inter-cluster trunk does not pass the MAC address of the calling phone, the receiving Cisco ER group does not know the MAC address of the calling phone and must associate the phone to an ERL based on the calling party number.

In cases with a single phone connected to the switches monitored by the receiving Cisco ER group, this is not a problem. However, when multiple phones with a shared line appearance connect to switches monitored by the receiving Cisco ER group, then Cisco ER must guess which phone has placed the emergency call. If all of the phones with a shared line appearance are in the same ERL, the guess is correct. If the phones span multiple ERLs, then the guess might be incorrect.

=== Related Topics ===

* [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911plan.html#wpxref32415 Deploying Cisco Emergency Responder In Two Main Sites]

* [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911ccm.html#wpxref47977 Creating Route Patterns for Inter-Cisco Emergency Responder-Group Communications]

== 802.11b Endpoints Using Wrong ERL ==

802.11b endpoints (such as Cisco Wireless IP 7920 Phones and Cisco IP SoftPhones running on 802.11b) are using switch port-based ERL instead of the configured subnet-based ERL.

Cisco Emergency Responder (Cisco ER) give a higher priority to switch port association for call routing. If Cisco ER finds a switch port mapping for any endpoint (including 802.11b endpoints), it uses the switch port mapping to route emergency calls.

If the switch port mapping is not found or if the ERL is not configured for the corresponding switch port, Cisco ER 1.2 routes emergency calls using subnet-ERL configuration.

Be aware that Cisco ER 8.0 will locate 802.11b endpoints behind a switch port under the following conditions:

* CDP (Cisco Discovery Protocol) is disabled on the access point or the switch port on which it is connected; and
* CAM tracking is enabled in Cisco ER for that particular switch.

See the switch port screen or the ERL debug tool (see [[Troubleshooting Cisco Emergency Responder System and Administration Problems#Using The ERL Debug Tool to Verify Cisco Emergency Responder Configuration | Using The ERL Debug Tool to Verify Cisco Emergency Responder Configuration]] to check if the 802.11b endpoint is associated with a switch port.

It is recommended that you track 802.11b endpoints using subnet-based ERLs. Therefore, enable CDP on the switch port and the access points to route emergency calls from 802.11b endpoints using subnet-based ERLS.

=== Related Topics ===
* [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911conf.html#wpxref93732 Configuring IP Subnet-based ERLs]

[[Category:Emergency Responder]]

Troubleshooting Phone-Related Problems

2010-10-11T10:17:34Z

Jnishant: /* Too Many Unlocated Phones */

Identifying the Cisco Emergency Responder Groups and Servers in a Cisco Emergency Responder Cluster

2010-10-11T10:12:06Z

Jnishant: /* Related Topics */

== Identifying the Cisco Emergency Responder Groups and Servers in a Cisco Emergency Responder Cluster ==

If you are connected to the administrator’s interface on a Cisco ER server, you can view the details of the server and the Cisco ER group’s standby server by selecting '''System > Cisco ER Group Settings'''.

You can also identify the Cisco ER groups and their Cisco ER servers that are in the same Cisco ER cluster. To view the other Cisco ER groups in the cluster, select '''System > Cisco ER Groups in Cluster'''. From the Cisco ER Groups in Cluster page, select the group you want to view; and Cisco ER displays the Cisco ER servers that are in the group. To view the details for these servers, you must log in t to the Cisco ER Administration interface running on one of the servers, select '''System > Cisco ER Groups in Cluster''', then select the group you want to view from the list of groups.

If you need to uninstall a Cisco ER group, first delete the group from the Cisco ER cluster using this page. You must log in as a system administrator to delete the group. Deleting the group from the cluster simply removes the entries for the group from the Cisco ER Cluster DB; it does not remove Cisco ER from the group’s servers.

=== Related Topics ===

* [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911page.html#wpxref24222 Cisco ER Server Groups]

[[Category:Emergency Responder]]

Troubleshooting the Data Migration Assistant

2010-10-11T10:06:55Z

Jnishant: /* Troubleshooting the Data Migration Assistant */

== Troubleshooting the Data Migration Assistant ==

The Data Migration Assistant (DMA) operates in two phases. In the first phase, Database, the following folders are backed up to a tar file:

* export

* import

* etc

* nena_msag_records

In the second phase, the contents of the backed-up Cisco ER database are verified against the Cisco ER 8.0 database schema.
These topics provide information to assist you in troubleshooting DMA related issues:

* [[ #DMA Backup and Validation Failed | DMA Backup and Validatin Failed]]

* [[ #DMA Backup Is Successful But The Validation Failed | DMA Backup Is Successful But The Validation Failed]]

== DMA Backup and Validatin Failed ==

'''Symptom''' DMA backup and validation failed.

:'''Recommended Action''' Go through the following check list:

:* Check if MSDE is running. If the database is not running, the backup will not succeed.

:* Verify that the node being backed up is a Publisher node, not a Subscriber node. DMA backup cannot be performed on a Subscriber node.

:* Verify that CSA is not running. If CSA is running, stop it before starting the backup.

== DMA Backup Is Successful But The Validation Failed ==

'''Symptom''' DMA backup is successful but the validation failed.

:'''Recommended Action''' Go through the following check list:

:* Verify that CSA is not running. If CSA is running, stop it before starting the backup. CSA interferes with DMA operation.

:* Collect the data validation logs for further analysis. In this case, some changes may need to be made to the data contained in the database before a migration to Cisco ER 8.0 can succeed.

The DMA Logs are located in the following locations:

* exportdb.log and migratecCERCSV.log are located in C:\CiscoWebs\DMA\Bin

* installdbw1.log, installdbw1.log.err, installdbccm.log, installdbccm.log.err, and dbl_INSTALLDBxxxxxx.txt are located under C:\Program Files\Cisco\Trace\DBL

* Log Files are located under C:\Program Files\Cisco\Trace\DMA

The validation log files are as follows:

* exportdb.log

* installdbw1.log

* installdbw1.log.err

* dbl_INSTALLEDBxxxxxx.txt

[[Category:Emergency Responder]]

Backing Up and Recovering Data

2010-10-11T10:05:30Z

Jnishant: /* Related Topics */

== Backing Up and Recovering Data ==

Cisco ER 8.0 uses the Disaster Recovery System to backup and restore system data.

For information on using the Disaster Recovery System, see [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911drsc.html#wpxref19816 Configuring the Cisco Emergency Responder 8.0 Disaster Recovery System].

=== Related Topics ===

* [[Troubleshooting ALI Data Uploads | Troubleshooting ALI Data Uploads]]

[[Category:Emergency Responder]]

Backing Up and Recovering Data

2010-10-11T10:05:06Z

Jnishant: /* Related Topics */

== Backing Up and Recovering Data ==

Cisco ER 8.0 uses the Disaster Recovery System to backup and restore system data.

For information on using the Disaster Recovery System, see [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911drsc.html#wpxref19816 Configuring the Cisco Emergency Responder 8.0 Disaster Recovery System].

=== Related Topics ===

* [[Troubleshooting ALI Data Uploads#Troubleshooting ALI Data Uploads]]

[[Category:Emergency Responder]]

Backing Up and Recovering Data

2010-10-11T10:04:52Z

Jnishant: /* Related Topics */

== Backing Up and Recovering Data ==

Cisco ER 8.0 uses the Disaster Recovery System to backup and restore system data.

For information on using the Disaster Recovery System, see [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911drsc.html#wpxref19816 Configuring the Cisco Emergency Responder 8.0 Disaster Recovery System].

=== Related Topics ===

* [[#Troubleshooting ALI Data Uploads#Troubleshooting ALI Data Uploads]]

[[Category:Emergency Responder]]

Backing Up and Recovering Data

2010-10-11T10:04:13Z

Jnishant: /* Related Topics */

== Backing Up and Recovering Data ==

Cisco ER 8.0 uses the Disaster Recovery System to backup and restore system data.

For information on using the Disaster Recovery System, see [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911drsc.html#wpxref19816 Configuring the Cisco Emergency Responder 8.0 Disaster Recovery System].

=== Related Topics ===

* [[#Troubleshooting ALI Data Uploads | Troubleshooting ALI Data Uploads]]

[[Category:Emergency Responder]]

Backing Up and Recovering Data

2010-10-11T10:03:42Z

Jnishant: /* Backing Up and Recovering Data */

== Backing Up and Recovering Data ==

Cisco ER 8.0 uses the Disaster Recovery System to backup and restore system data.

For information on using the Disaster Recovery System, see [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911drsc.html#wpxref19816 Configuring the Cisco Emergency Responder 8.0 Disaster Recovery System].

=== Related Topics ===

* [[ #Troubleshooting ALI Data Uploads | Troubleshooting ALI Data Uploads]]

[[Category:Emergency Responder]]

Integrating with Network Management Systems

2010-10-11T10:02:35Z

Jnishant: /* Related Topics */

== Integrating with Network Management Systems ==

You can manage the status of the Cisco ER server remotely using CiscoWorks2000 or another SNMP-based network management system. CiscoWorks2000 is the standard Cisco network management system, but it is not bundled with Cisco ER. For more information about CiscoWorks2000, Campus Manager, and Topology Services, refer to the documentation, available at the following URL:

http://www.cisco.com/en/US/products/sw/netmgtsw/tsd_products_support_category_home.html

The following topics provide information to assist you in integrating Cisco ER with network management systems.

== Understanding CDP Support ==

Cisco ER uses the Cisco Discovery Protocol (CDP) to periodically send out CDP messages, on the active interface, to a designated multicast address. These messages contain information such as device identification, interface name, system capabilities, SNMP agent address, and time-to-live. Any Cisco device with CDP support can locate a Cisco ER server by listening to these periodic messages.

Using information provided through CDP, the CiscoWorks2000 Server can detect the Cisco ER server, and the Campus Manager application, Topology Services, can build topology maps displaying the Cisco ER server.

In addition to sending out CDP messages, the Cisco ER server uses CDP to locate phones that support CDP. You must ensure CDP is enabled on your switches so that Cisco ER can obtain this information through SNMP queries to the switches.

''Table: Cisco ER Hardware Platform OIDs'' shows the SNMP OIDs for the Cisco ER hardware platforms.

===== Table: Cisco ER Hardware Platform OIDs =====

{| border = 1
|-
!Hardware Platform
!SNMP OID
|-
|

Cisco MCS-7815-I
|

1.3.6.1.4.1.9.1.582

|-
|

Cisco MCS-7825-H
|

1.3.6.1.4.1.9.1.583

|-
|

Cisco MCS-7825-I
|

1.3.6.1.4.1.9.1.746

|-
|

Cisco MCS-7835-H
|

1.3.6.1.4.1.9.1.584

|-
|

Cisco MCS-7835-I
|

1.3.6.1.4.1.9.1.585

|-
|

Cisco MCS-7845-H
|

1.3.6.1.4.1.9.1.586

|-
|

Cisco MCS-7845-I
|

1.3.6.1.4.1.9.1.587
|}

== Monitoring Cisco Emergency Responder Subsystem Status ==

Cisco ER supports the SYSAPPL-MIB that allows you to use CiscoWorks2000 or a third-party SNMP browser to remotely access information about the following Cisco ER components:

* Cisco ER Server

:* CERServer.exe

* Cisco PhoneTrackingEngine

:* CERPhoneTracking.exe

* MSQL Server-related Services

The SYSAPPL-MIB uses SNMP. Cisco ER supports the following SYSAPPL-MIB tables:

* SysApplInstallPkgTable—provides installed application information such as Manufacturer, Product Name, Version installed, Date installed, and Location, which is a partial URL for accessing the associated Application Administration web page (when applicable).

* SysApplRunTable—describes the application starting time and run-time status.

* SysApplInstallElmtTable—describes the individual application elements, or associated executables, which comprise the applications defined in the SysApplInstallPkgTable.

* SysApplElmtRunTable—describes the processes, or executables, that are currently running on the host system.

== Collecting Information from Syslog ==

You can configure Cisco ER to use the Cisco Syslog Collector. Cisco Syslog Collector and Cisco Syslog Analyzer are offered with CiscoWorks2000 as part of the Resource Management Essentials package. You can also adapt Syslog output from Cisco ER for use with other network management systems.

The Cisco Syslog Collector keeps common system logs of messages reported to Cisco ER.

The Cisco Syslog Analyzer controls and displays all events efficiently so they can easily be read, interpreted, and used for system maintenance and problem solving.

To install and configure the Cisco Syslog Collector, refer to the CiscoWorks2000 documentation.

To enable syslog, follow these steps:

'''Procedure'''

'''Step 1''' Select '''System > Cisco ER Group Settings'''.

::Cisco ER opens the Cisco ER Group Settings page.

'''Step 2''' Select enable in '''Enable Syslog'''.

'''Step 3''' Enter the fully-qualified DNS name of the server in the '''Syslog Server''' field, for example, server.domain.com.

'''Step 4''' Click '''Update Settings''' to save your changes.

::Cisco ER immediately begins writing messages to syslog.

=== Related Topics ===

* [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911page.html#wpxref70098 Cisco ER Group Settings]

[[Category:Emergency Responder]]

Troubleshooting Cisco Unified CM Configuration Problems

2010-10-11T10:01:13Z

Jnishant: /* Cisco ER Does Not Register With The Route Points and CTI Ports Configured For Its Use */

== Troubleshooting Cisco Unified CM Configuration Problems ==

This chapter covers topics that help you troubleshoot issues issues that you might encounter with Cisco ER’s communications with Cisco Unified CM.

Additional problems with symptoms that involve emergency call failures are discussed in the [[ Troubleshooting Emergency Call Problems | Troubleshooting Emergency Call Problems]] section.

== Cisco ER Does Not Register With The Route Points and CTI Ports Configured For Its Use ==

'''Symptom''' Cisco ER does not register with the route points and CTI ports configured for its use.

:'''Recommended Action''' Ensure that the route points and CTI ports are associated with the Cisco Unified CM Cisco ER user (see the [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911ccm.html#wpxref92979 # Creating a Cisco Emergency Responder Cisco Unified Communications Manager User:%s/\s\+$//
].)Ensure that the CTI Manager on the Cisco Unified CM server (or the DC Directory on a Windows-based Cisco Unified CM server) is running properly.

== Cisco ER Does Not Delete Cisco Unified CM ==

'''Symptom''' When trying to delete a Cisco Unified CM from the Cisco ER configuration, Cisco ER prevents me and displays the message “Phone tracking in progress.”

:'''Recommended Action''' You cannot delete a Cisco Unified CM server from the Cisco ER configuration while a phone tracking process is in progress. Retry the deletion after the process has ended.

== Updating Cisco Emergency Responder After You Add Devices ==

You must create a Cisco Unified CM user for Cisco ER’s use and CTI ports and route points that need to be assigned to the user before Cisco ER tries to create a provider with the Cisco ER cluster. Cisco ER only registers the CTI ports and route points that are associated with the user when the provider is created. Thus, any devices you add to the user after starting Cisco ER will not be registered by Cisco ER.

If you add devices to the Cisco ER user in Cisco Unified CM, you can force Cisco ER to recreate the provider using any of these techniques:

* Restart the Cisco ER server

* Delete the Cisco Unified CM server from the Cisco ER configuration and re-enter it.

* Change the backup CTI Manager setting for the Cisco Unified CM server in the Cisco ER configuration and click Update. This forces Cisco ER to log off the provider and recreate it.

* Change the name of the user in Cisco Unified CM, or create a new user, and associate all devices with it. Then update the Cisco ER configuration to use the new user.

[[Category:Emergency Responder]]

Troubleshooting Cisco Unified CM Configuration Problems

2010-10-11T10:00:37Z

Jnishant: /* Cisco ER Does Not Register With The Route Points and CTI Ports Configured For Its Use */

== Troubleshooting Cisco Unified CM Configuration Problems ==

This chapter covers topics that help you troubleshoot issues issues that you might encounter with Cisco ER’s communications with Cisco Unified CM.

Additional problems with symptoms that involve emergency call failures are discussed in the [[ Troubleshooting Emergency Call Problems | Troubleshooting Emergency Call Problems]] section.

== Cisco ER Does Not Register With The Route Points and CTI Ports Configured For Its Use ==

'''Symptom''' Cisco ER does not register with the route points and CTI ports configured for its use.

:'''Recommended Action''' Ensure that the route points and CTI ports are associated with the Cisco Unified CM Cisco ER user (see the [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911ccm.html#wpxref92979 # Creating a Cisco Emergency Responder Cisco Unified Communications Manager User]:%s/\s\+$//
.)Ensure that the CTI Manager on the Cisco Unified CM server (or the DC Directory on a Windows-based Cisco Unified CM server) is running properly.

== Cisco ER Does Not Delete Cisco Unified CM ==

'''Symptom''' When trying to delete a Cisco Unified CM from the Cisco ER configuration, Cisco ER prevents me and displays the message “Phone tracking in progress.”

:'''Recommended Action''' You cannot delete a Cisco Unified CM server from the Cisco ER configuration while a phone tracking process is in progress. Retry the deletion after the process has ended.

== Updating Cisco Emergency Responder After You Add Devices ==

You must create a Cisco Unified CM user for Cisco ER’s use and CTI ports and route points that need to be assigned to the user before Cisco ER tries to create a provider with the Cisco ER cluster. Cisco ER only registers the CTI ports and route points that are associated with the user when the provider is created. Thus, any devices you add to the user after starting Cisco ER will not be registered by Cisco ER.

If you add devices to the Cisco ER user in Cisco Unified CM, you can force Cisco ER to recreate the provider using any of these techniques:

* Restart the Cisco ER server

* Delete the Cisco Unified CM server from the Cisco ER configuration and re-enter it.

* Change the backup CTI Manager setting for the Cisco Unified CM server in the Cisco ER configuration and click Update. This forces Cisco ER to log off the provider and recreate it.

* Change the name of the user in Cisco Unified CM, or create a new user, and associate all devices with it. Then update the Cisco ER configuration to use the new user.

[[Category:Emergency Responder]]

Troubleshooting Cisco Unified CM Configuration Problems

2010-10-11T09:59:51Z

Jnishant: /* Cisco ER Does Not Register With The Route Points and CTI Ports Configured For Its Use */

== Troubleshooting Cisco Unified CM Configuration Problems ==

This chapter covers topics that help you troubleshoot issues issues that you might encounter with Cisco ER’s communications with Cisco Unified CM.

Additional problems with symptoms that involve emergency call failures are discussed in the [[ Troubleshooting Emergency Call Problems | Troubleshooting Emergency Call Problems]] section.

== Cisco ER Does Not Register With The Route Points and CTI Ports Configured For Its Use ==

'''Symptom''' Cisco ER does not register with the route points and CTI ports configured for its use.

:'''Recommended Action''' Ensure that the route points and CTI ports are associated with the Cisco Unified CM Cisco ER user (see the [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911ccm.html#wpxref92979 # Creating a Cisco Emergency Responder Cisco Unified Communications Manager User].):%s/\s\+$//
Ensure that the CTI Manager on the Cisco Unified CM server (or the DC Directory on a Windows-based Cisco Unified CM server) is running properly.

== Cisco ER Does Not Delete Cisco Unified CM ==

'''Symptom''' When trying to delete a Cisco Unified CM from the Cisco ER configuration, Cisco ER prevents me and displays the message “Phone tracking in progress.”

:'''Recommended Action''' You cannot delete a Cisco Unified CM server from the Cisco ER configuration while a phone tracking process is in progress. Retry the deletion after the process has ended.

== Updating Cisco Emergency Responder After You Add Devices ==

You must create a Cisco Unified CM user for Cisco ER’s use and CTI ports and route points that need to be assigned to the user before Cisco ER tries to create a provider with the Cisco ER cluster. Cisco ER only registers the CTI ports and route points that are associated with the user when the provider is created. Thus, any devices you add to the user after starting Cisco ER will not be registered by Cisco ER.

If you add devices to the Cisco ER user in Cisco Unified CM, you can force Cisco ER to recreate the provider using any of these techniques:

* Restart the Cisco ER server

* Delete the Cisco Unified CM server from the Cisco ER configuration and re-enter it.

* Change the backup CTI Manager setting for the Cisco Unified CM server in the Cisco ER configuration and click Update. This forces Cisco ER to log off the provider and recreate it.

* Change the name of the user in Cisco Unified CM, or create a new user, and associate all devices with it. Then update the Cisco ER configuration to use the new user.

[[Category:Emergency Responder]]

Integrating with Network Management Systems

2010-10-11T09:58:27Z

Jnishant: /* Integrating with Network Management Systems */

== Integrating with Network Management Systems ==

You can manage the status of the Cisco ER server remotely using CiscoWorks2000 or another SNMP-based network management system. CiscoWorks2000 is the standard Cisco network management system, but it is not bundled with Cisco ER. For more information about CiscoWorks2000, Campus Manager, and Topology Services, refer to the documentation, available at the following URL:

http://www.cisco.com/en/US/products/sw/netmgtsw/tsd_products_support_category_home.html

The following topics provide information to assist you in integrating Cisco ER with network management systems.

== Understanding CDP Support ==

Cisco ER uses the Cisco Discovery Protocol (CDP) to periodically send out CDP messages, on the active interface, to a designated multicast address. These messages contain information such as device identification, interface name, system capabilities, SNMP agent address, and time-to-live. Any Cisco device with CDP support can locate a Cisco ER server by listening to these periodic messages.

Using information provided through CDP, the CiscoWorks2000 Server can detect the Cisco ER server, and the Campus Manager application, Topology Services, can build topology maps displaying the Cisco ER server.

In addition to sending out CDP messages, the Cisco ER server uses CDP to locate phones that support CDP. You must ensure CDP is enabled on your switches so that Cisco ER can obtain this information through SNMP queries to the switches.

''Table: Cisco ER Hardware Platform OIDs'' shows the SNMP OIDs for the Cisco ER hardware platforms.

===== Table: Cisco ER Hardware Platform OIDs =====

{| border = 1
|-
!Hardware Platform
!SNMP OID
|-
|

Cisco MCS-7815-I
|

1.3.6.1.4.1.9.1.582

|-
|

Cisco MCS-7825-H
|

1.3.6.1.4.1.9.1.583

|-
|

Cisco MCS-7825-I
|

1.3.6.1.4.1.9.1.746

|-
|

Cisco MCS-7835-H
|

1.3.6.1.4.1.9.1.584

|-
|

Cisco MCS-7835-I
|

1.3.6.1.4.1.9.1.585

|-
|

Cisco MCS-7845-H
|

1.3.6.1.4.1.9.1.586

|-
|

Cisco MCS-7845-I
|

1.3.6.1.4.1.9.1.587
|}

== Monitoring Cisco Emergency Responder Subsystem Status ==

Cisco ER supports the SYSAPPL-MIB that allows you to use CiscoWorks2000 or a third-party SNMP browser to remotely access information about the following Cisco ER components:

* Cisco ER Server

:* CERServer.exe

* Cisco PhoneTrackingEngine

:* CERPhoneTracking.exe

* MSQL Server-related Services

The SYSAPPL-MIB uses SNMP. Cisco ER supports the following SYSAPPL-MIB tables:

* SysApplInstallPkgTable—provides installed application information such as Manufacturer, Product Name, Version installed, Date installed, and Location, which is a partial URL for accessing the associated Application Administration web page (when applicable).

* SysApplRunTable—describes the application starting time and run-time status.

* SysApplInstallElmtTable—describes the individual application elements, or associated executables, which comprise the applications defined in the SysApplInstallPkgTable.

* SysApplElmtRunTable—describes the processes, or executables, that are currently running on the host system.

== Collecting Information from Syslog ==

You can configure Cisco ER to use the Cisco Syslog Collector. Cisco Syslog Collector and Cisco Syslog Analyzer are offered with CiscoWorks2000 as part of the Resource Management Essentials package. You can also adapt Syslog output from Cisco ER for use with other network management systems.

The Cisco Syslog Collector keeps common system logs of messages reported to Cisco ER.

The Cisco Syslog Analyzer controls and displays all events efficiently so they can easily be read, interpreted, and used for system maintenance and problem solving.

To install and configure the Cisco Syslog Collector, refer to the CiscoWorks2000 documentation.

To enable syslog, follow these steps:

'''Procedure'''

'''Step 1''' Select '''System > Cisco ER Group Settings'''.

::Cisco ER opens the Cisco ER Group Settings page.

'''Step 2''' Select enable in '''Enable Syslog'''.

'''Step 3''' Enter the fully-qualified DNS name of the server in the '''Syslog Server''' field, for example, server.domain.com.

'''Step 4''' Click '''Update Settings''' to save your changes.

::Cisco ER immediately begins writing messages to syslog.

=== Related Topics ===

* [[ # Cisco ER Group Settings | "Cisco ER Group Settings"]]

[[Category:Emergency Responder]]

Managing Performance

2010-10-11T09:56:36Z

Jnishant: /* Managing Performance */

== Managing Performance ==

Refer to the ''Release Notes for Cisco Emergency Responder 8.0'' for supported Cisco MCS Unified CM Appliance platforms and their Cisco ER scalability.

Cisco ER performance can be affected if Cisco ER is managing switches across a WAN link. Cisco ER must send SNMP requests to the managed switches, and WAN delays can lead to SNMP timeouts and increase the time needed to track phone and switch changes. You might need to tune the SNMP parameters. See the [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911conf.html#wpxref85816 Configuring the SNMP Connection] for more information.

[[Category:Emergency Responder]]

Viewing Event Messages

2010-10-11T09:55:56Z

Jnishant: /* Viewing Event Messages */

== Viewing Event Messages ==

You can view Cisco ER event messages to help diagnose problems with the software by using the Cisco ER Serviceability web interface.

For information on viewing Cisco ER events, see the [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911srvc.html#wpxref44732 Using the Event Viewer].

For details on the Find and List Events page, see the [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911serv.html#wpxref49340 Event Viewer].

[[Category:Emergency Responder]]

Collecting Trace and Debug Information

2010-10-11T09:54:34Z

Jnishant: /* Enabling Syslog */

== Collecting Trace and Debug Information ==

When you contact Cisco Technical Support for help with a problem that you are having with Cisco ER, Cisco might request that you collect trace and debug information.

Because collecting trace and debug information will affect Cisco ER’s performance, you should only turn on tracing and debugging at Cisco’s request. The generated information is for Cisco’s use in resolving product problems.

Use the following sections to learn about:

* [[ #Enabling Detailed Trace and Debug Information for Cisco Emergency Responder | Enabling Detailed Trace and Debug Information for Cisco Emergency Responder]]

* [[ #Enabling Syslog | Enabling Syslog]]

== Enabling Detailed Trace and Debug Information for Cisco Emergency Responder ==

To enable detailed trace and debug information for Cisco ER, follow these steps:

'''Procedure'''

'''Step 1''' From the Cisco ER web interface, select '''Cisco ER Group > Server Settings'''.

::Cisco ER opens the Server Settings page.

'''Step 2''' From the left column, select the server from which you need to collect debug or trace information.
Cisco ER displays the settings for the server.

'''Step 3''' Scroll down to the debug package and trace package sections and select the packages that Cisco Technical Support has requested.

The lists in each section are identical; make sure that you select the package in the list that Cisco requested. Packages selected in the Debug list generate trace information plus extra debug data. If Cisco requests that you select all packages, click '''Select All''' for the appropriate list.

The available packages include:

* CER_DATABASE—The database subsystem, covers the log information generated by the database access code.

* CER_REMOTEUPDATE—The remote update subsystem, which manages updates between servers.

* CER_PHONETRACKINGENGINE—The phone tracking subsystem, which runs the phone tracking and switch-port and phone update processes.

* CER_ONSITEALERT—The onsite alert subsystem for notifying onsite alert personnel.

* CER_CALLENGINE—The call engine subsystem, which routes and processes calls.

* CER_SYSADMIN—The system administration web interface subsystem.

* CER_TELEPHONY—The telephony subsystem, used for interactions with Cisco Unified CM.

* CER_AGGREGATOR—The aggregator module covers all Cisco ER server communication and data handling with the phone tracking engine. The module includes the search and lookup of tracked data for the subsystems like cluster, Administration, Cisco IP SoftPhone and call routing.

* CER_GROUP—The Cisco ER server group subsystem, used for communicating between servers within a group.

* CER_CLUSTER—The server cluster subsystem, used for communicating between Cisco ER groups in a cluster.

'''Step 4''' Click '''Update''' to save and activate your changes.

:Cisco ER begins generating the requested trace and debug information.

{{ note | The traces for Cisco ER can be collected from either Cisco ER Serviceability web interface or by using the command line interface.}}

'''Step 5''' When you have finished generating debug and trace information, click '''Clear All''' for each section in which you have made a selection to turn off debug and trace. Then, click '''Update''' to complete the change.

=== Related Topics ===

* [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911page.html#wpxref26111 Server Settings for CERServerGroup]

* [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911serv.html#wpxref84229 Serviceability Web Interface For Cisco Emergency Responder]

* [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911cli.html#wpxref50910 Command Line Interface]

== Enabling Syslog ==

To collect trace and debug information, you must enable syslog for Cisco ER).

To enable syslog for Cisco ER, see the [[Integrating with Network Management Systems#Collecting Information from Syslog | Collecting Information from Syslog]] section.

[[Category:Emergency Responder]]

Collecting Trace and Debug Information

2010-10-11T09:54:00Z

Jnishant: /* Enabling Syslog */

== Collecting Trace and Debug Information ==

When you contact Cisco Technical Support for help with a problem that you are having with Cisco ER, Cisco might request that you collect trace and debug information.

Because collecting trace and debug information will affect Cisco ER’s performance, you should only turn on tracing and debugging at Cisco’s request. The generated information is for Cisco’s use in resolving product problems.

Use the following sections to learn about:

* [[ #Enabling Detailed Trace and Debug Information for Cisco Emergency Responder | Enabling Detailed Trace and Debug Information for Cisco Emergency Responder]]

* [[ #Enabling Syslog | Enabling Syslog]]

== Enabling Detailed Trace and Debug Information for Cisco Emergency Responder ==

To enable detailed trace and debug information for Cisco ER, follow these steps:

'''Procedure'''

'''Step 1''' From the Cisco ER web interface, select '''Cisco ER Group > Server Settings'''.

::Cisco ER opens the Server Settings page.

'''Step 2''' From the left column, select the server from which you need to collect debug or trace information.
Cisco ER displays the settings for the server.

'''Step 3''' Scroll down to the debug package and trace package sections and select the packages that Cisco Technical Support has requested.

The lists in each section are identical; make sure that you select the package in the list that Cisco requested. Packages selected in the Debug list generate trace information plus extra debug data. If Cisco requests that you select all packages, click '''Select All''' for the appropriate list.

The available packages include:

* CER_DATABASE—The database subsystem, covers the log information generated by the database access code.

* CER_REMOTEUPDATE—The remote update subsystem, which manages updates between servers.

* CER_PHONETRACKINGENGINE—The phone tracking subsystem, which runs the phone tracking and switch-port and phone update processes.

* CER_ONSITEALERT—The onsite alert subsystem for notifying onsite alert personnel.

* CER_CALLENGINE—The call engine subsystem, which routes and processes calls.

* CER_SYSADMIN—The system administration web interface subsystem.

* CER_TELEPHONY—The telephony subsystem, used for interactions with Cisco Unified CM.

* CER_AGGREGATOR—The aggregator module covers all Cisco ER server communication and data handling with the phone tracking engine. The module includes the search and lookup of tracked data for the subsystems like cluster, Administration, Cisco IP SoftPhone and call routing.

* CER_GROUP—The Cisco ER server group subsystem, used for communicating between servers within a group.

* CER_CLUSTER—The server cluster subsystem, used for communicating between Cisco ER groups in a cluster.

'''Step 4''' Click '''Update''' to save and activate your changes.

:Cisco ER begins generating the requested trace and debug information.

{{ note | The traces for Cisco ER can be collected from either Cisco ER Serviceability web interface or by using the command line interface.}}

'''Step 5''' When you have finished generating debug and trace information, click '''Clear All''' for each section in which you have made a selection to turn off debug and trace. Then, click '''Update''' to complete the change.

=== Related Topics ===

* [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911page.html#wpxref26111 Server Settings for CERServerGroup]

* [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911serv.html#wpxref84229 Serviceability Web Interface For Cisco Emergency Responder]

* [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911cli.html#wpxref50910 Command Line Interface]

== Enabling Syslog ==

To collect trace and debug information, you must enable syslog for Cisco ER).

To enable syslog for Cisco ER, see the [[ #Integrating with Network Management Systems#Collecting Information from Syslog | Collecting Information from Syslog]] section.

[[Category:Emergency Responder]]

Collecting Trace and Debug Information

2010-10-11T09:52:18Z

Jnishant: /* Enabling Syslog */

== Collecting Trace and Debug Information ==

When you contact Cisco Technical Support for help with a problem that you are having with Cisco ER, Cisco might request that you collect trace and debug information.

Because collecting trace and debug information will affect Cisco ER’s performance, you should only turn on tracing and debugging at Cisco’s request. The generated information is for Cisco’s use in resolving product problems.

Use the following sections to learn about:

* [[ #Enabling Detailed Trace and Debug Information for Cisco Emergency Responder | Enabling Detailed Trace and Debug Information for Cisco Emergency Responder]]

* [[ #Enabling Syslog | Enabling Syslog]]

== Enabling Detailed Trace and Debug Information for Cisco Emergency Responder ==

To enable detailed trace and debug information for Cisco ER, follow these steps:

'''Procedure'''

'''Step 1''' From the Cisco ER web interface, select '''Cisco ER Group > Server Settings'''.

::Cisco ER opens the Server Settings page.

'''Step 2''' From the left column, select the server from which you need to collect debug or trace information.
Cisco ER displays the settings for the server.

'''Step 3''' Scroll down to the debug package and trace package sections and select the packages that Cisco Technical Support has requested.

The lists in each section are identical; make sure that you select the package in the list that Cisco requested. Packages selected in the Debug list generate trace information plus extra debug data. If Cisco requests that you select all packages, click '''Select All''' for the appropriate list.

The available packages include:

* CER_DATABASE—The database subsystem, covers the log information generated by the database access code.

* CER_REMOTEUPDATE—The remote update subsystem, which manages updates between servers.

* CER_PHONETRACKINGENGINE—The phone tracking subsystem, which runs the phone tracking and switch-port and phone update processes.

* CER_ONSITEALERT—The onsite alert subsystem for notifying onsite alert personnel.

* CER_CALLENGINE—The call engine subsystem, which routes and processes calls.

* CER_SYSADMIN—The system administration web interface subsystem.

* CER_TELEPHONY—The telephony subsystem, used for interactions with Cisco Unified CM.

* CER_AGGREGATOR—The aggregator module covers all Cisco ER server communication and data handling with the phone tracking engine. The module includes the search and lookup of tracked data for the subsystems like cluster, Administration, Cisco IP SoftPhone and call routing.

* CER_GROUP—The Cisco ER server group subsystem, used for communicating between servers within a group.

* CER_CLUSTER—The server cluster subsystem, used for communicating between Cisco ER groups in a cluster.

'''Step 4''' Click '''Update''' to save and activate your changes.

:Cisco ER begins generating the requested trace and debug information.

{{ note | The traces for Cisco ER can be collected from either Cisco ER Serviceability web interface or by using the command line interface.}}

'''Step 5''' When you have finished generating debug and trace information, click '''Clear All''' for each section in which you have made a selection to turn off debug and trace. Then, click '''Update''' to complete the change.

=== Related Topics ===

* [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911page.html#wpxref26111 Server Settings for CERServerGroup]

* [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911serv.html#wpxref84229 Serviceability Web Interface For Cisco Emergency Responder]

* [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911cli.html#wpxref50910 Command Line Interface]

== Enabling Syslog ==

To collect trace and debug information, you must enable syslog for Cisco ER).

To enable syslog for Cisco ER, see the [[ #Collecting Information from Syslog | Collecting Information from Syslog]] section.

[[Category:Emergency Responder]]

Troubleshooting Cisco Unified CM Configuration Problems

2010-10-11T09:50:32Z

Jnishant: /* Cisco ER Does Not Register With The Route Points and CTI Ports Configured For Its Use */

== Troubleshooting Cisco Unified CM Configuration Problems ==

This chapter covers topics that help you troubleshoot issues issues that you might encounter with Cisco ER’s communications with Cisco Unified CM.

Additional problems with symptoms that involve emergency call failures are discussed in the [[ Troubleshooting Emergency Call Problems | Troubleshooting Emergency Call Problems]] section.

== Cisco ER Does Not Register With The Route Points and CTI Ports Configured For Its Use ==

'''Symptom''' Cisco ER does not register with the route points and CTI ports configured for its use.

:'''Recommended Action''' Ensure that the route points and CTI ports are associated with the Cisco Unified CM Cisco ER user (see the [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911ccm.html#wpxref92979 # Creating a Cisco Emergency Responder Cisco Unified Communications Manager User].)

Ensure that the CTI Manager on the Cisco Unified CM server (or the DC Directory on a Windows-based Cisco Unified CM server) is running properly.

== Cisco ER Does Not Delete Cisco Unified CM ==

'''Symptom''' When trying to delete a Cisco Unified CM from the Cisco ER configuration, Cisco ER prevents me and displays the message “Phone tracking in progress.”

:'''Recommended Action''' You cannot delete a Cisco Unified CM server from the Cisco ER configuration while a phone tracking process is in progress. Retry the deletion after the process has ended.

== Updating Cisco Emergency Responder After You Add Devices ==

You must create a Cisco Unified CM user for Cisco ER’s use and CTI ports and route points that need to be assigned to the user before Cisco ER tries to create a provider with the Cisco ER cluster. Cisco ER only registers the CTI ports and route points that are associated with the user when the provider is created. Thus, any devices you add to the user after starting Cisco ER will not be registered by Cisco ER.

If you add devices to the Cisco ER user in Cisco Unified CM, you can force Cisco ER to recreate the provider using any of these techniques:

* Restart the Cisco ER server

* Delete the Cisco Unified CM server from the Cisco ER configuration and re-enter it.

* Change the backup CTI Manager setting for the Cisco Unified CM server in the Cisco ER configuration and click Update. This forces Cisco ER to log off the provider and recreate it.

* Change the name of the user in Cisco Unified CM, or create a new user, and associate all devices with it. Then update the Cisco ER configuration to use the new user.

[[Category:Emergency Responder]]

Troubleshooting Cisco Unified CM Configuration Problems

2010-10-11T09:49:19Z

Jnishant: /* Cisco ER Does Not Register With The Route Points and CTI Ports Configured For Its Use */

== Troubleshooting Cisco Unified CM Configuration Problems ==

This chapter covers topics that help you troubleshoot issues issues that you might encounter with Cisco ER’s communications with Cisco Unified CM.

Additional problems with symptoms that involve emergency call failures are discussed in the [[ Troubleshooting Emergency Call Problems | Troubleshooting Emergency Call Problems]] section.

== Cisco ER Does Not Register With The Route Points and CTI Ports Configured For Its Use ==

'''Symptom''' Cisco ER does not register with the route points and CTI ports configured for its use.

:'''Recommended Action''' Ensure that the route points and CTI ports are associated with the Cisco Unified CM Cisco ER user see the [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911ccm.html#wpxref92979 # Creating a Cisco Emergency Responder Cisco Unified Communications Manager User]. Ensure that the CTI Manager on the Cisco Unified CM server (or the DC Directory on a Windows-based Cisco Unified CM server) is running properly.

== Cisco ER Does Not Delete Cisco Unified CM ==

'''Symptom''' When trying to delete a Cisco Unified CM from the Cisco ER configuration, Cisco ER prevents me and displays the message “Phone tracking in progress.”

:'''Recommended Action''' You cannot delete a Cisco Unified CM server from the Cisco ER configuration while a phone tracking process is in progress. Retry the deletion after the process has ended.

== Updating Cisco Emergency Responder After You Add Devices ==

You must create a Cisco Unified CM user for Cisco ER’s use and CTI ports and route points that need to be assigned to the user before Cisco ER tries to create a provider with the Cisco ER cluster. Cisco ER only registers the CTI ports and route points that are associated with the user when the provider is created. Thus, any devices you add to the user after starting Cisco ER will not be registered by Cisco ER.

If you add devices to the Cisco ER user in Cisco Unified CM, you can force Cisco ER to recreate the provider using any of these techniques:

* Restart the Cisco ER server

* Delete the Cisco Unified CM server from the Cisco ER configuration and re-enter it.

* Change the backup CTI Manager setting for the Cisco Unified CM server in the Cisco ER configuration and click Update. This forces Cisco ER to log off the provider and recreate it.

* Change the name of the user in Cisco Unified CM, or create a new user, and associate all devices with it. Then update the Cisco ER configuration to use the new user.

[[Category:Emergency Responder]]

Troubleshooting Cisco Unified CM Configuration Problems

2010-10-11T09:48:21Z

Jnishant: /* Cisco ER Does Not Register With The Route Points and CTI Ports Configured For Its Use */

== Troubleshooting Cisco Unified CM Configuration Problems ==

This chapter covers topics that help you troubleshoot issues issues that you might encounter with Cisco ER’s communications with Cisco Unified CM.

Additional problems with symptoms that involve emergency call failures are discussed in the [[ Troubleshooting Emergency Call Problems | Troubleshooting Emergency Call Problems]] section.

== Cisco ER Does Not Register With The Route Points and CTI Ports Configured For Its Use ==

'''Symptom''' Cisco ER does not register with the route points and CTI ports configured for its use.

:'''Recommended Action''' Ensure that the route points and CTI ports are associated with the Cisco Unified CM Cisco ER user (see the [[http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911ccm.html#wpxref92979 # Creating a Cisco Emergency Responder Cisco Unified Communications Manager User]].) Ensure that the CTI Manager on the Cisco Unified CM server (or the DC Directory on a Windows-based Cisco Unified CM server) is running properly.

== Cisco ER Does Not Delete Cisco Unified CM ==

'''Symptom''' When trying to delete a Cisco Unified CM from the Cisco ER configuration, Cisco ER prevents me and displays the message “Phone tracking in progress.”

:'''Recommended Action''' You cannot delete a Cisco Unified CM server from the Cisco ER configuration while a phone tracking process is in progress. Retry the deletion after the process has ended.

== Updating Cisco Emergency Responder After You Add Devices ==

You must create a Cisco Unified CM user for Cisco ER’s use and CTI ports and route points that need to be assigned to the user before Cisco ER tries to create a provider with the Cisco ER cluster. Cisco ER only registers the CTI ports and route points that are associated with the user when the provider is created. Thus, any devices you add to the user after starting Cisco ER will not be registered by Cisco ER.

If you add devices to the Cisco ER user in Cisco Unified CM, you can force Cisco ER to recreate the provider using any of these techniques:

* Restart the Cisco ER server

* Delete the Cisco Unified CM server from the Cisco ER configuration and re-enter it.

* Change the backup CTI Manager setting for the Cisco Unified CM server in the Cisco ER configuration and click Update. This forces Cisco ER to log off the provider and recreate it.

* Change the name of the user in Cisco Unified CM, or create a new user, and associate all devices with it. Then update the Cisco ER configuration to use the new user.

[[Category:Emergency Responder]]

Collecting Trace and Debug Information

2010-10-11T09:46:40Z

Jnishant: /* Related Topics */

== Collecting Trace and Debug Information ==

When you contact Cisco Technical Support for help with a problem that you are having with Cisco ER, Cisco might request that you collect trace and debug information.

Because collecting trace and debug information will affect Cisco ER’s performance, you should only turn on tracing and debugging at Cisco’s request. The generated information is for Cisco’s use in resolving product problems.

Use the following sections to learn about:

* [[ #Enabling Detailed Trace and Debug Information for Cisco Emergency Responder | Enabling Detailed Trace and Debug Information for Cisco Emergency Responder]]

* [[ #Enabling Syslog | Enabling Syslog]]

== Enabling Detailed Trace and Debug Information for Cisco Emergency Responder ==

To enable detailed trace and debug information for Cisco ER, follow these steps:

'''Procedure'''

'''Step 1''' From the Cisco ER web interface, select '''Cisco ER Group > Server Settings'''.

::Cisco ER opens the Server Settings page.

'''Step 2''' From the left column, select the server from which you need to collect debug or trace information.
Cisco ER displays the settings for the server.

'''Step 3''' Scroll down to the debug package and trace package sections and select the packages that Cisco Technical Support has requested.

The lists in each section are identical; make sure that you select the package in the list that Cisco requested. Packages selected in the Debug list generate trace information plus extra debug data. If Cisco requests that you select all packages, click '''Select All''' for the appropriate list.

The available packages include:

* CER_DATABASE—The database subsystem, covers the log information generated by the database access code.

* CER_REMOTEUPDATE—The remote update subsystem, which manages updates between servers.

* CER_PHONETRACKINGENGINE—The phone tracking subsystem, which runs the phone tracking and switch-port and phone update processes.

* CER_ONSITEALERT—The onsite alert subsystem for notifying onsite alert personnel.

* CER_CALLENGINE—The call engine subsystem, which routes and processes calls.

* CER_SYSADMIN—The system administration web interface subsystem.

* CER_TELEPHONY—The telephony subsystem, used for interactions with Cisco Unified CM.

* CER_AGGREGATOR—The aggregator module covers all Cisco ER server communication and data handling with the phone tracking engine. The module includes the search and lookup of tracked data for the subsystems like cluster, Administration, Cisco IP SoftPhone and call routing.

* CER_GROUP—The Cisco ER server group subsystem, used for communicating between servers within a group.

* CER_CLUSTER—The server cluster subsystem, used for communicating between Cisco ER groups in a cluster.

'''Step 4''' Click '''Update''' to save and activate your changes.

:Cisco ER begins generating the requested trace and debug information.

{{ note | The traces for Cisco ER can be collected from either Cisco ER Serviceability web interface or by using the command line interface.}}

'''Step 5''' When you have finished generating debug and trace information, click '''Clear All''' for each section in which you have made a selection to turn off debug and trace. Then, click '''Update''' to complete the change.

=== Related Topics ===

* [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911page.html#wpxref26111 Server Settings for CERServerGroup]

* [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911serv.html#wpxref84229 Serviceability Web Interface For Cisco Emergency Responder]

* [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911cli.html#wpxref50910 Command Line Interface]

== Enabling Syslog ==

To collect trace and debug information, you must enable syslog for Cisco ER).

To enable syslog for Cisco ER, see the [[ # Collecting Information from Syslog | "Collecting Information from Syslog"]] section.

[[Category:Emergency Responder]]

Collecting Trace and Debug Information

2010-10-11T09:45:33Z

Jnishant: /* Related Topics */

== Collecting Trace and Debug Information ==

When you contact Cisco Technical Support for help with a problem that you are having with Cisco ER, Cisco might request that you collect trace and debug information.

Because collecting trace and debug information will affect Cisco ER’s performance, you should only turn on tracing and debugging at Cisco’s request. The generated information is for Cisco’s use in resolving product problems.

Use the following sections to learn about:

* [[ #Enabling Detailed Trace and Debug Information for Cisco Emergency Responder | Enabling Detailed Trace and Debug Information for Cisco Emergency Responder]]

* [[ #Enabling Syslog | Enabling Syslog]]

== Enabling Detailed Trace and Debug Information for Cisco Emergency Responder ==

To enable detailed trace and debug information for Cisco ER, follow these steps:

'''Procedure'''

'''Step 1''' From the Cisco ER web interface, select '''Cisco ER Group > Server Settings'''.

::Cisco ER opens the Server Settings page.

'''Step 2''' From the left column, select the server from which you need to collect debug or trace information.
Cisco ER displays the settings for the server.

'''Step 3''' Scroll down to the debug package and trace package sections and select the packages that Cisco Technical Support has requested.

The lists in each section are identical; make sure that you select the package in the list that Cisco requested. Packages selected in the Debug list generate trace information plus extra debug data. If Cisco requests that you select all packages, click '''Select All''' for the appropriate list.

The available packages include:

* CER_DATABASE—The database subsystem, covers the log information generated by the database access code.

* CER_REMOTEUPDATE—The remote update subsystem, which manages updates between servers.

* CER_PHONETRACKINGENGINE—The phone tracking subsystem, which runs the phone tracking and switch-port and phone update processes.

* CER_ONSITEALERT—The onsite alert subsystem for notifying onsite alert personnel.

* CER_CALLENGINE—The call engine subsystem, which routes and processes calls.

* CER_SYSADMIN—The system administration web interface subsystem.

* CER_TELEPHONY—The telephony subsystem, used for interactions with Cisco Unified CM.

* CER_AGGREGATOR—The aggregator module covers all Cisco ER server communication and data handling with the phone tracking engine. The module includes the search and lookup of tracked data for the subsystems like cluster, Administration, Cisco IP SoftPhone and call routing.

* CER_GROUP—The Cisco ER server group subsystem, used for communicating between servers within a group.

* CER_CLUSTER—The server cluster subsystem, used for communicating between Cisco ER groups in a cluster.

'''Step 4''' Click '''Update''' to save and activate your changes.

:Cisco ER begins generating the requested trace and debug information.

{{ note | The traces for Cisco ER can be collected from either Cisco ER Serviceability web interface or by using the command line interface.}}

'''Step 5''' When you have finished generating debug and trace information, click '''Clear All''' for each section in which you have made a selection to turn off debug and trace. Then, click '''Update''' to complete the change.

=== Related Topics ===

* [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911page.html#wpxref26111 Server Settings for CERServerGroup]

* [[ # Serviceability Web Interface For Cisco Emergency Responder | "Serviceability Web Interface For Cisco Emergency Responder"]]

* [[ # Command Line Interface | "Command Line Interface"]]

== Enabling Syslog ==

To collect trace and debug information, you must enable syslog for Cisco ER).

To enable syslog for Cisco ER, see the [[ # Collecting Information from Syslog | "Collecting Information from Syslog"]] section.

[[Category:Emergency Responder]]

Collecting Trace and Debug Information

2010-10-11T09:44:34Z

Jnishant: /* Collecting Trace and Debug Information */

== Collecting Trace and Debug Information ==

When you contact Cisco Technical Support for help with a problem that you are having with Cisco ER, Cisco might request that you collect trace and debug information.

Because collecting trace and debug information will affect Cisco ER’s performance, you should only turn on tracing and debugging at Cisco’s request. The generated information is for Cisco’s use in resolving product problems.

Use the following sections to learn about:

* [[ #Enabling Detailed Trace and Debug Information for Cisco Emergency Responder | Enabling Detailed Trace and Debug Information for Cisco Emergency Responder]]

* [[ #Enabling Syslog | Enabling Syslog]]

== Enabling Detailed Trace and Debug Information for Cisco Emergency Responder ==

To enable detailed trace and debug information for Cisco ER, follow these steps:

'''Procedure'''

'''Step 1''' From the Cisco ER web interface, select '''Cisco ER Group > Server Settings'''.

::Cisco ER opens the Server Settings page.

'''Step 2''' From the left column, select the server from which you need to collect debug or trace information.
Cisco ER displays the settings for the server.

'''Step 3''' Scroll down to the debug package and trace package sections and select the packages that Cisco Technical Support has requested.

The lists in each section are identical; make sure that you select the package in the list that Cisco requested. Packages selected in the Debug list generate trace information plus extra debug data. If Cisco requests that you select all packages, click '''Select All''' for the appropriate list.

The available packages include:

* CER_DATABASE—The database subsystem, covers the log information generated by the database access code.

* CER_REMOTEUPDATE—The remote update subsystem, which manages updates between servers.

* CER_PHONETRACKINGENGINE—The phone tracking subsystem, which runs the phone tracking and switch-port and phone update processes.

* CER_ONSITEALERT—The onsite alert subsystem for notifying onsite alert personnel.

* CER_CALLENGINE—The call engine subsystem, which routes and processes calls.

* CER_SYSADMIN—The system administration web interface subsystem.

* CER_TELEPHONY—The telephony subsystem, used for interactions with Cisco Unified CM.

* CER_AGGREGATOR—The aggregator module covers all Cisco ER server communication and data handling with the phone tracking engine. The module includes the search and lookup of tracked data for the subsystems like cluster, Administration, Cisco IP SoftPhone and call routing.

* CER_GROUP—The Cisco ER server group subsystem, used for communicating between servers within a group.

* CER_CLUSTER—The server cluster subsystem, used for communicating between Cisco ER groups in a cluster.

'''Step 4''' Click '''Update''' to save and activate your changes.

:Cisco ER begins generating the requested trace and debug information.

{{ note | The traces for Cisco ER can be collected from either Cisco ER Serviceability web interface or by using the command line interface.}}

'''Step 5''' When you have finished generating debug and trace information, click '''Clear All''' for each section in which you have made a selection to turn off debug and trace. Then, click '''Update''' to complete the change.

=== Related Topics ===

* [[ # Server Settings for CERServerGroup | "Server Settings for CERServerGroup"]]

* [[ # Serviceability Web Interface For Cisco Emergency Responder | "Serviceability Web Interface For Cisco Emergency Responder"]]

* [[ # Command Line Interface | "Command Line Interface"]]

== Enabling Syslog ==

To collect trace and debug information, you must enable syslog for Cisco ER).

To enable syslog for Cisco ER, see the [[ # Collecting Information from Syslog | "Collecting Information from Syslog"]] section.

[[Category:Emergency Responder]]

Starting and Stopping a Cisco Emergency Responder Server

2010-10-11T09:43:00Z

Jnishant: /* Related Topics */

== Starting and Stopping a Cisco Emergency Responder Server ==

When you install Cisco ER, the Cisco ER server is set up to automatically start whenever the computer is powered up or rebooted. However, you can stop and then restart a Cisco ER server through the Cisco ER Serviceability web interface without powering down or rebooting the computer. You might find this helpful if you are trying to debug a problem.

To start or stop a Cisco ER server, follow these steps:

'''Procedure'''

'''Step 1''' Log in to the Cisco ER Serviceability web interface and select '''Tools > Control Center'''.

::The Control Center Services page displays, showing all Cisco ER services and the current status of each one.

'''Step 2''' Click the radio button to the left of the service name, then click '''Start''', '''Stop''', or '''Restart''' to perform the desired action on the service. Click Refresh to refresh the screen with updated information.

::{{ note | The buttons only appear if the action is possible; for example, '''Start''' only appears if the service is currently stopped.}}

{{ note | The Cisco Tomcat and Cisco IDS services cannot be started or stopped from the Control Center. These services can only be started or stopped using the utils service command. For additional information, see the utils service.}}

''Table: Cisco Emergency Responder Control Center Icons'' explains the meaning of the icons you see on the Control Center Services page.

===== Table: Cisco Emergency Responder Control Center Icons =====

{| border = 1
|-
!Icon
!Meaning
|-
|

[[Image:68601.JPG]]
|

The Cisco ER server or the CER Phone Tracking Engine is started and functioning normally.
|-
|

[[Image:68603.JPG]]
|

The Cisco ER server CER Phone Tracking Engine was stopped by the administrator.
|-
|}

=== Related Topics ===

* [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911serv.html#wpxref82790 Control Center]

[[Category:Emergency Responder]]

Troubleshooting Cisco Unified CM Configuration Problems

2010-10-11T09:40:42Z

Jnishant: /* Cisco ER Does Not Register With The Route Points and CTI Ports Configured For Its Use */

== Troubleshooting Cisco Unified CM Configuration Problems ==

This chapter covers topics that help you troubleshoot issues issues that you might encounter with Cisco ER’s communications with Cisco Unified CM.

Additional problems with symptoms that involve emergency call failures are discussed in the [[ Troubleshooting Emergency Call Problems | Troubleshooting Emergency Call Problems]] section.

== Cisco ER Does Not Register With The Route Points and CTI Ports Configured For Its Use ==

'''Symptom''' Cisco ER does not register with the route points and CTI ports configured for its use.

:'''Recommended Action''' Ensure that the route points and CTI ports are associated with the Cisco Unified CM Cisco ER user (see the [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911ccm.html#wpxref92979 Creating a Cisco Emergency Responder Cisco Unified Communications Manager User].) Ensure that the CTI Manager on the Cisco Unified CM server (or the DC Directory on a Windows-based Cisco Unified CM server) is running properly.

== Cisco ER Does Not Delete Cisco Unified CM ==

'''Symptom''' When trying to delete a Cisco Unified CM from the Cisco ER configuration, Cisco ER prevents me and displays the message “Phone tracking in progress.”

:'''Recommended Action''' You cannot delete a Cisco Unified CM server from the Cisco ER configuration while a phone tracking process is in progress. Retry the deletion after the process has ended.

== Updating Cisco Emergency Responder After You Add Devices ==

You must create a Cisco Unified CM user for Cisco ER’s use and CTI ports and route points that need to be assigned to the user before Cisco ER tries to create a provider with the Cisco ER cluster. Cisco ER only registers the CTI ports and route points that are associated with the user when the provider is created. Thus, any devices you add to the user after starting Cisco ER will not be registered by Cisco ER.

If you add devices to the Cisco ER user in Cisco Unified CM, you can force Cisco ER to recreate the provider using any of these techniques:

* Restart the Cisco ER server

* Delete the Cisco Unified CM server from the Cisco ER configuration and re-enter it.

* Change the backup CTI Manager setting for the Cisco Unified CM server in the Cisco ER configuration and click Update. This forces Cisco ER to log off the provider and recreate it.

* Change the name of the user in Cisco Unified CM, or create a new user, and associate all devices with it. Then update the Cisco ER configuration to use the new user.

[[Category:Emergency Responder]]

Troubleshooting Cisco Unified CM Configuration Problems

2010-10-11T09:39:39Z

Jnishant: /* Troubleshooting Cisco Unified CM Configuration Problems */

== Troubleshooting Cisco Unified CM Configuration Problems ==

This chapter covers topics that help you troubleshoot issues issues that you might encounter with Cisco ER’s communications with Cisco Unified CM.

Additional problems with symptoms that involve emergency call failures are discussed in the [[ Troubleshooting Emergency Call Problems | Troubleshooting Emergency Call Problems]] section.

== Cisco ER Does Not Register With The Route Points and CTI Ports Configured For Its Use ==

'''Symptom''' Cisco ER does not register with the route points and CTI ports configured for its use.

:'''Recommended Action''' Ensure that the route points and CTI ports are associated with the Cisco Unified CM Cisco ER user (see the [[ # Creating a Cisco Emergency Responder Cisco Unified Communications Manager User | "Creating a Cisco Emergency Responder Cisco Unified Communications Manager User"]].) Ensure that the CTI Manager on the Cisco Unified CM server (or the DC Directory on a Windows-based Cisco Unified CM server) is running properly.

== Cisco ER Does Not Delete Cisco Unified CM ==

'''Symptom''' When trying to delete a Cisco Unified CM from the Cisco ER configuration, Cisco ER prevents me and displays the message “Phone tracking in progress.”

:'''Recommended Action''' You cannot delete a Cisco Unified CM server from the Cisco ER configuration while a phone tracking process is in progress. Retry the deletion after the process has ended.

== Updating Cisco Emergency Responder After You Add Devices ==

You must create a Cisco Unified CM user for Cisco ER’s use and CTI ports and route points that need to be assigned to the user before Cisco ER tries to create a provider with the Cisco ER cluster. Cisco ER only registers the CTI ports and route points that are associated with the user when the provider is created. Thus, any devices you add to the user after starting Cisco ER will not be registered by Cisco ER.

If you add devices to the Cisco ER user in Cisco Unified CM, you can force Cisco ER to recreate the provider using any of these techniques:

* Restart the Cisco ER server

* Delete the Cisco Unified CM server from the Cisco ER configuration and re-enter it.

* Change the backup CTI Manager setting for the Cisco Unified CM server in the Cisco ER configuration and click Update. This forces Cisco ER to log off the provider and recreate it.

* Change the name of the user in Cisco Unified CM, or create a new user, and associate all devices with it. Then update the Cisco ER configuration to use the new user.

[[Category:Emergency Responder]]

Troubleshooting Cisco Emergency Responder System Problems

2010-10-11T09:38:15Z

Jnishant: /* Related Topics */

== Troubleshooting Cisco Emergency Responder System Problems ==

This chapter covers topics that help you troubleshoot issues you might encounter with general operation of the Cisco ER system and the configuration screens that involve the Cisco ER server, group, and cluster.

== Cisco ER Intra-Cluster Call Routing Fails ==

'''Symptom''' Cisco ER intra-cluster call routing fails or Cisco ER does not discover phones correctly.
:'''Recommended Action''' Ensure that all the Cisco ER servers in a Cisco ER cluster can be found by their host name, and ensure that all are reachable on the network by all the other Cisco ER servers.
:'''Recommended Action''' Ensure that all the Cisco ER servers can reach the Cisco ER cluster DB host and that the cluster DB password is the same across all servers in the cluster.

== Cisco ER Does Not Discover Phones Correctly ==

'''Symptom''' Cisco ER intra-cluster call routing fails or Cisco ER does not discover phones correctly.

:'''Recommended Action''' Ensure that all the Cisco ER servers in a Cisco ER cluster can be found by their host name, and ensure that all are reachable on the network by all the other Cisco ER servers.

:'''Recommended Action''' Ensure that all the Cisco ER servers can reach the Cisco ER cluster DB host and that the cluster DB password is the same across all servers in the cluster.

== Cisco ER Exits After Starting ==

'''Symptom''' Cisco ER exits after starting.

:'''Possible Cause''' You have configured Cisco ER to use a TCP port that is already in use.

:'''Recommended Action''' Check the Windows Event Viewer for the message “Cisco ER could not open socket at port ''peer-tcp-port'', Exiting.” If you see this message, change the Cisco ER group configuration to use a different TCP port. See the [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911conf.html#wpxref26300 Configuring a Cisco Emergency Responder Server Group] for instructions.

== Cisco ER Groups in Cluster Screen Does Not Load ==

'''Symptom''' The Cisco ER Groups in Cluster screen does not load, and exhibits the error “Cannot connect to cluster DB host.”

:'''Recommended Action''' Ensure that the cluster DB host can be found by host name.

Ensure that the specified cluster db host password is the same across all Cisco ER server groups in the cluster.

For more information, see the [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911conf.html#wpxref23848 Configuring the Cisco Emergency Responder Cluster and Cluster DB Host].

=== Related Topics ===

* [[Identifying the Cisco Emergency Responder Groups and Servers in a Cisco Emergency Responder Cluster | Identifying the Cisco Emergency Responder Groups and Servers in a Cisco Emergency Responder Cluster]]

* [[Phones Moving Between Clusters | Phones Moving Between Clusters]]

* [[Collecting Trace and Debug Information | Collecting Trace and Debug Information]]

* [[Viewing Event Messages | Viewing Event Messages]]

* [[Integrating with Network Management Systems | Integrating with Network Management Systems]]

[[Category:Emergency Responder]]

Troubleshooting Cisco Emergency Responder System Problems

2010-10-11T09:37:52Z

Jnishant: /* Related Topics */

== Troubleshooting Cisco Emergency Responder System Problems ==

This chapter covers topics that help you troubleshoot issues you might encounter with general operation of the Cisco ER system and the configuration screens that involve the Cisco ER server, group, and cluster.

== Cisco ER Intra-Cluster Call Routing Fails ==

'''Symptom''' Cisco ER intra-cluster call routing fails or Cisco ER does not discover phones correctly.
:'''Recommended Action''' Ensure that all the Cisco ER servers in a Cisco ER cluster can be found by their host name, and ensure that all are reachable on the network by all the other Cisco ER servers.
:'''Recommended Action''' Ensure that all the Cisco ER servers can reach the Cisco ER cluster DB host and that the cluster DB password is the same across all servers in the cluster.

== Cisco ER Does Not Discover Phones Correctly ==

'''Symptom''' Cisco ER intra-cluster call routing fails or Cisco ER does not discover phones correctly.

:'''Recommended Action''' Ensure that all the Cisco ER servers in a Cisco ER cluster can be found by their host name, and ensure that all are reachable on the network by all the other Cisco ER servers.

:'''Recommended Action''' Ensure that all the Cisco ER servers can reach the Cisco ER cluster DB host and that the cluster DB password is the same across all servers in the cluster.

== Cisco ER Exits After Starting ==

'''Symptom''' Cisco ER exits after starting.

:'''Possible Cause''' You have configured Cisco ER to use a TCP port that is already in use.

:'''Recommended Action''' Check the Windows Event Viewer for the message “Cisco ER could not open socket at port ''peer-tcp-port'', Exiting.” If you see this message, change the Cisco ER group configuration to use a different TCP port. See the [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911conf.html#wpxref26300 Configuring a Cisco Emergency Responder Server Group] for instructions.

== Cisco ER Groups in Cluster Screen Does Not Load ==

'''Symptom''' The Cisco ER Groups in Cluster screen does not load, and exhibits the error “Cannot connect to cluster DB host.”

:'''Recommended Action''' Ensure that the cluster DB host can be found by host name.

Ensure that the specified cluster db host password is the same across all Cisco ER server groups in the cluster.

For more information, see the [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911conf.html#wpxref23848 Configuring the Cisco Emergency Responder Cluster and Cluster DB Host].

=== Related Topics ===

* [[# Identifying the Cisco Emergency Responder Groups and Servers in a Cisco Emergency Responder Cluster | "Identifying the Cisco Emergency Responder Groups and Servers in a Cisco Emergency Responder Cluster"]]

* [[Phones Moving Between Clusters | Phones Moving Between Clusters]]

* [[Collecting Trace and Debug Information | Collecting Trace and Debug Information]]

* [[Viewing Event Messages | Viewing Event Messages]]

* [[Integrating with Network Management Systems | Integrating with Network Management Systems]]

[[Category:Emergency Responder]]

Troubleshooting Cisco Emergency Responder System Problems

2010-10-11T09:35:09Z

Jnishant: /* Cisco ER Groups in Cluster Screen Does Not Load */

== Troubleshooting Cisco Emergency Responder System Problems ==

This chapter covers topics that help you troubleshoot issues you might encounter with general operation of the Cisco ER system and the configuration screens that involve the Cisco ER server, group, and cluster.

== Cisco ER Intra-Cluster Call Routing Fails ==

'''Symptom''' Cisco ER intra-cluster call routing fails or Cisco ER does not discover phones correctly.
:'''Recommended Action''' Ensure that all the Cisco ER servers in a Cisco ER cluster can be found by their host name, and ensure that all are reachable on the network by all the other Cisco ER servers.
:'''Recommended Action''' Ensure that all the Cisco ER servers can reach the Cisco ER cluster DB host and that the cluster DB password is the same across all servers in the cluster.

== Cisco ER Does Not Discover Phones Correctly ==

'''Symptom''' Cisco ER intra-cluster call routing fails or Cisco ER does not discover phones correctly.

:'''Recommended Action''' Ensure that all the Cisco ER servers in a Cisco ER cluster can be found by their host name, and ensure that all are reachable on the network by all the other Cisco ER servers.

:'''Recommended Action''' Ensure that all the Cisco ER servers can reach the Cisco ER cluster DB host and that the cluster DB password is the same across all servers in the cluster.

== Cisco ER Exits After Starting ==

'''Symptom''' Cisco ER exits after starting.

:'''Possible Cause''' You have configured Cisco ER to use a TCP port that is already in use.

:'''Recommended Action''' Check the Windows Event Viewer for the message “Cisco ER could not open socket at port ''peer-tcp-port'', Exiting.” If you see this message, change the Cisco ER group configuration to use a different TCP port. See the [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911conf.html#wpxref26300 Configuring a Cisco Emergency Responder Server Group] for instructions.

== Cisco ER Groups in Cluster Screen Does Not Load ==

'''Symptom''' The Cisco ER Groups in Cluster screen does not load, and exhibits the error “Cannot connect to cluster DB host.”

:'''Recommended Action''' Ensure that the cluster DB host can be found by host name.

Ensure that the specified cluster db host password is the same across all Cisco ER server groups in the cluster.

For more information, see the [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911conf.html#wpxref23848 Configuring the Cisco Emergency Responder Cluster and Cluster DB Host].

=== Related Topics ===

* [[# Identifying the Cisco Emergency Responder Groups and Servers in a Cisco Emergency Responder Cluster | "Identifying the Cisco Emergency Responder Groups and Servers in a Cisco Emergency Responder Cluster"]]

* [[# Phones Moving Between Clusters | "Phones Moving Between Clusters"]]

* [[# Collecting Trace and Debug Information | "Collecting Trace and Debug Information"]]

* [[# Viewing Event Messages | "Viewing Event Messages"]]

* [[# Integrating with Network Management Systems | "Integrating with Network Management Systems"]]

[[Category:Emergency Responder]]

Troubleshooting Cisco Emergency Responder System Problems

2010-10-11T09:31:26Z

Jnishant: /* Cisco ER Exits After Starting */

== Troubleshooting Cisco Emergency Responder System Problems ==

This chapter covers topics that help you troubleshoot issues you might encounter with general operation of the Cisco ER system and the configuration screens that involve the Cisco ER server, group, and cluster.

== Cisco ER Intra-Cluster Call Routing Fails ==

'''Symptom''' Cisco ER intra-cluster call routing fails or Cisco ER does not discover phones correctly.
:'''Recommended Action''' Ensure that all the Cisco ER servers in a Cisco ER cluster can be found by their host name, and ensure that all are reachable on the network by all the other Cisco ER servers.
:'''Recommended Action''' Ensure that all the Cisco ER servers can reach the Cisco ER cluster DB host and that the cluster DB password is the same across all servers in the cluster.

== Cisco ER Does Not Discover Phones Correctly ==

'''Symptom''' Cisco ER intra-cluster call routing fails or Cisco ER does not discover phones correctly.

:'''Recommended Action''' Ensure that all the Cisco ER servers in a Cisco ER cluster can be found by their host name, and ensure that all are reachable on the network by all the other Cisco ER servers.

:'''Recommended Action''' Ensure that all the Cisco ER servers can reach the Cisco ER cluster DB host and that the cluster DB password is the same across all servers in the cluster.

== Cisco ER Exits After Starting ==

'''Symptom''' Cisco ER exits after starting.

:'''Possible Cause''' You have configured Cisco ER to use a TCP port that is already in use.

:'''Recommended Action''' Check the Windows Event Viewer for the message “Cisco ER could not open socket at port ''peer-tcp-port'', Exiting.” If you see this message, change the Cisco ER group configuration to use a different TCP port. See the [http://www.cisco.com/en/US/docs/voice_ip_comm/cer/8_0/English/administration/guide/e911conf.html#wpxref26300 Configuring a Cisco Emergency Responder Server Group] for instructions.

== Cisco ER Groups in Cluster Screen Does Not Load ==

'''Symptom''' The Cisco ER Groups in Cluster screen does not load, and exhibits the error “Cannot connect to cluster DB host.”

:'''Recommended Action''' Ensure that the cluster DB host can be found by host name.

Ensure that the specified cluster db host password is the same across all Cisco ER server groups in the cluster.

For more information, see the [[# Configuring the Cisco Emergency Responder Cluster and Cluster DB Host | "Configuring the Cisco Emergency Responder Cluster and Cluster DB Host
"]].

=== Related Topics ===

* [[# Identifying the Cisco Emergency Responder Groups and Servers in a Cisco Emergency Responder Cluster | "Identifying the Cisco Emergency Responder Groups and Servers in a Cisco Emergency Responder Cluster"]]

* [[# Phones Moving Between Clusters | "Phones Moving Between Clusters"]]

* [[# Collecting Trace and Debug Information | "Collecting Trace and Debug Information"]]

* [[# Viewing Event Messages | "Viewing Event Messages"]]

* [[# Integrating with Network Management Systems | "Integrating with Network Management Systems"]]

[[Category:Emergency Responder]]