Cisco WebAttendant

Document ID: 21574

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Cisco WebAttendant Client Login Problems
      Bad User ID and Password
      The Phone Device is Not Found
Device Found but Phone is Not Ready
      Cisco CallManager 3.0(x)
      Cisco CallManager 3.1(1)
      Cisco CallManager 3.1(x) and Later
Related Information

Introduction

This document is designed to help you resolve some of the common client login issues you may encounter when working with Cisco WebAttendant.

Prerequisites

Requirements

Readers of this document should have knowledge of these topics:

• The information in Cisco WebAttendant Configuration.

Components Used

The information in this document is based on these software and hardware versions:

• Cisco WebAttendant 3.2

• Cisco WebAttendant 3.1

For more information on these releases of Cisco WebAttendant, refer to these documents:

• Cisco WebAttendant User Guide for Cisco CallManager 3.2

• Cisco WebAttendant User Guide, Release 3.1

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

For more information on document conventions, refer to the Cisco Technical Tips Conventions.

Cisco WebAttendant Client Login Problems

This section describes problems that may be encountered during client login, and solutions to resolve them.

Bad User ID and Password

Problem

The username and the password does not match when the client logs in.

Solution

Verify that the username and password are properly created from the Cisco WebAttendant page. Reset the password if necessary.

The Phone Device is Not Found

Problem

The Cisco WebAttendant IP phone is not registered in the Cisco CallManager. This problem applies to all releases.

Solution

Verify that the Cisco WebAttendant IP phone is properly registered on the Cisco CallManager. If the IP phone is in a cluster, make sure that the Cisco Telephony Call Dispatcher (TCD) service on the Cisco CallManager where the Cisco WebAttendant IP phone is currently homing to is up and running.

Device Found but Phone is Not Ready

This section describes problems that may occur if the device is found but the IP phone is not ready, and provides solutions to these problems. This section it broken down by Cisco CallManager releases.

Cisco CallManager 3.0(x)

Problem

The Cisco TCD found the registered IP phone through its Line State Server (LSS), but the phone open failed by the Computer Telephony Integration (CTI).

Solution

In Performance Monitor (PerfMon), select the Cisco WebAttendant counter and verify that the CcmLineLinkState counter is 11. If the CcmLineLinkState counter is 11, Cisco TCD is functioning normally.

If this is not the case, collect Cisco TCD and Synchronous Data Link (SDL) traces for further analysis by a Cisco Technical Support engineer.

Cisco CallManager 3.1(1)

Problem

The Cisco TCD found the registered IP phone through its LSS, but the phone open failed by the CTI.

Solution

In PerfMon, select the Cisco WebAttendant counter and verify that the CcmLineLinkState counter is 11. If the CcmLineLinkState counter is 11, Cisco TCD is functioning normally.

If this is not the case, verify that CTIManager is up and running.

Cisco CallManager 3.1(x) and Later

In Cisco CallManager 3.1(x) and later, Cisco WebAttendant uses CTI redundancy to locate the WebAttendant IP phone. No LSS is involved. If the device is found but the phone is not ready, verify that CTIManager and Cisco TCD services are up and running.

Related Information

• Voice Technology Support
• Voice and Unified Communications Product Support
• Recommended Reading: Troubleshooting Cisco IP Telephony
• Technical Support & Documentation - Cisco Systems