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Troubleshooting Cisco Unity Connection 2.0 Phone View

Learn how to troubleshoot errors and issues related to Cisco Unity Connection 2.0 Phone View feature in Unified Communications. Find solutions for authentication, call manager errors, XML parsing errors, and more.

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Troubleshooting Cisco Unity Connection 2.0 Phone View

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  1. Cisco Unity Connection 2.0 Phone View Troubleshooting Mike Maas, Unified Communications Business Unit

  2. Overview • The Big Picture • Errors and Troubleshooting • CallManager and IP Phone • Unity Connection

  3. The Big Picture Authentication • Phone Call established into Unity Connection • User enters into the conversation with Unity Connection • Phone View Feature triggered • Communications with the phone are authenticated • Phone validates the credentials with CallManager for every request OK

  4. The Big Picture Feature Implementation • Phone View is Requested • A filtered collection of messages is retrieved from the Unity Connection database • The message list is relayed to the phone as an XML object • URL Events from the Phone are received by Unity Connection • Events from the phone guide the conversation <Query> Message 1 Message 2 Message 3 <xml /> Play Message 2 Conversation Plays Message

  5. Phone View CallManager and IP Phone Errors • Authentication • Displayed Errors • XML Parsing Errors • Host Not Found • Network Resolution/Bandwidth/Latency Problems

  6. Phone View CallManager and IP PhoneTroubleshooting • Check for an incorrect configuration • Default Authentication URL is set incorrectly • Application User details missing or wrong • User exists with the right password and phones • Verify the configuration information • Reboot as necessary to pickup load and configuration changes • Network Packet Analysis

  7. Phone View Unity Connection Errors • Unity Errors • The User receives an error prompt • “You are not configured to show messages” = configuration • “There was an error displaying messages” = failure • The User gets nothing

  8. Phone View Unity Connection Troubleshooting • Verify and Configure the CallManager integration • Verify you have a working integration to the CallManager • Check "Enable Phone Applications" on the Phone System Basics page of your CallManager integration • For CTI User and Password, use the previously entered CallManager Application User and Password information • Verify the User Configuration • PhoneManager / CDE / VUI Traces • Network Packet Analysis

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