[cisco-voip] CUCM 7.X Aconsole and Park

Wed Dec 10 14:20:23 EST 2008

Next step is trace reading. Not sure I can look right now, but I will try to
later. Make sure the TAC case/owner have a full set of CCM, CTI, AC server,
and AC client logs.

Chris Ward 

From: Brian Shaw <briansh at aos5.com>
Date: Wed, 10 Dec 2008 12:49:46 -0600
To: Chris Ward <chrward at cisco.com>, Bill Talley <billt at aos5.com>
Cc: "'cisco-voip at puck-nether.net'" <cisco-voip at puck.nether.net>
Subject: RE: [cisco-voip] CUCM 7.X Aconsole and Park

I removed the ACDeviceAuthenticationUser and restarted the AC service. Same
issue  no parked call status. Everything else seems to work fine.

Brian Shaw
Alexander Open Systems
Systems Consultant
636 W. Republic Rd.
Unit F-100
Springfield, MO 65807
Phone: 417-888-AOS5 (2675)
Fax: 417-888-0994
Toll Free: 800-473-1110 (24x7 number)
Email: BrianSh at aos5.com
http://www.aos5.com

From: Chris Ward [mailto:chrward at cisco.com]
Sent: Wednesday, December 10, 2008 12:44 PM
To: Brian Shaw; Bill Talley
Cc: 'cisco-voip at puck-nether.net'
Subject: Re: [cisco-voip] CUCM 7.X Aconsole and Park

Brian,

My intent was for there to not be a ACDeviceAuthenticationUser user. Simply
delete it then restart AC Server, and try the client again. Don¹t recreate
the user.

Chris Ward 
Cisco Systems Inc. 
Customer Support Engineer
Unified Communication Infrastructure
Boxborough, MA 
9:00am - 6:00pm Eastern
978-936-0217
chrward at cisco.com

From: Brian Shaw <briansh at aos5.com>
Date: Wed, 10 Dec 2008 12:39:27 -0600
To: Chris Ward <chrward at cisco.com>, Bill Talley <billt at aos5.com>
Cc: "'cisco-voip at puck-nether.net' <cisco-voip at puck-nether.net> "
<cisco-voip at puck.nether.net>
Subject: RE: [cisco-voip] CUCM 7.X Aconsole and Park

I removed the ACDeviceAuthenticationUser, then recreated it. I then
associated ONLY the phone of the attendant. I restarted the AC service and
still experience the same issue.

Brian Shaw
Alexander Open Systems
Systems Consultant
636 W. Republic Rd.
Unit F-100
Springfield, MO 65807
Phone: 417-888-AOS5 (2675)
Fax: 417-888-0994
Toll Free: 800-473-1110 (24x7 number)
Email: BrianSh at aos5.com
http://www.aos5.com

From: Chris Ward [mailto:chrward at cisco.com]
Sent: Wednesday, December 10, 2008 12:32 PM
To: Brian Shaw; Bill Talley
Cc: 'cisco-voip at puck-nether.net <cisco-voip at puck-nether.net> '
Subject: Re: [cisco-voip] CUCM 7.X Aconsole and Park

Brian,

Here is an excerpt that Ryan pointed me to earlier:

³If you want to enable device security for the Cisco Unified Communications
Manager Attendant Console, for example, you want to use a subset of phones
instead of all phones that the super provider feature supports, you must
configure an application user, ACDeviceAuthenticationUser, as well as
associate the attendant phones with this application user.²

You may want to try deleting/renaming ACDeviceAuthenticationUser and
restarting the AC Server and see if you have any success. This user is
optional.

Bill,

My AC Client version is also 7.1(1_a).

Chris Ward 

From: Brian Shaw <briansh at aos5.com>
Date: Wed, 10 Dec 2008 12:17:32 -0600
To: Bill Talley <billt at aos5.com>, Chris Ward <chrward at cisco.com>
Cc: "'cisco-voip at puck-nether.net <cisco-voip at puck-nether.net> '
<cisco-voip at puck-nether.net> " <cisco-voip at puck.nether.net>
Subject: RE: [cisco-voip] CUCM 7.X Aconsole and Park

I just verified, the Attendant Console version (from the CUCM 7.0 download
site) is 7.1(1_a). And I¹m running CUCM version 7.0.1.11000-2.

I have confirmed the following:

³ac² user has:
            Standard CTI Allow Call Park Monitoring
            Standard CTI Allow Control of All Devices
            Standard CTI Enabled
            No Devices Associated

³ACDeviceAuthenticationUser² user has:
            No Groups Associated
            ALL Phones listed in ³Controlled Devices²

Brian 

From: Bill Talley 
Sent: Wednesday, December 10, 2008 12:10 PM
To: Chris Ward; Brian Shaw
Cc: 'cisco-voip at puck-nether.net <cisco-voip at puck-nether.net>
<cisco-voip at puck-nether.net> '
Subject: RE: [cisco-voip] CUCM 7.X Aconsole and Park

In my case, standard call park at this point.

I was able to verify with TAC on a separate issue that the system was
configured correctly for CUAC.

Just out of curiosity, what version does your attendant console show?

Just last week I downloaded the installer from the link you referenced and
installed it on a clean pc that's never had the software installed.

Thanks for your guidance.

Bill

--------
Sent from a mobile device with very tiny keys. Please excuse my typos.

From: Chris Ward <chrward at cisco.com>
Sent: Wednesday, December 10, 2008 11:41 AM
To: Brian Shaw <briansh at aos5.com>
Cc: 'cisco-voip at puck-nether.net <cisco-voip at puck-nether.net>
<cisco-voip at puck-nether.net> ' <cisco-voip at puck.nether.net>
Subject: Re: [cisco-voip] CUCM 7.X Aconsole and Park

Hello All,

I just tried to recreate the issue here but was unable to. Is your customer
using regular call park or directed call-park?

I tried the following and in each case, the call appeared in the parked
calls window every time:
1. Drag the call to the call park window
2. Park the call from the phone¹s softkey
3. Right click the call and select park

My system is 7.0.1.11000-2. I was trying to think of ways that this may have
occurred. One thing that came to mind is that if you didn¹t give the ³ac²
application user the ³Call Park Monitoring² group. However, when I tried
this, call control in AC would not even come up. Never-the-less, can you
verify you have the ³ac² user configured properly?

Also, please make sure that the AC client you are using was intended for use
with CUCM 7.0 and not a relic of a previous version from an upgrade. The
following link contains the proper version:

 http://tools.cisco.com/support/downloads/go/ImageList.x?relVer=AC+Plug-in&m
dfid=281941895&sftType=Unified+Communications+Manager%2FCallManager+Utilitie
s&optPlat=&nodecount=3&edesignator=null&modelName=Cisco+Unified+Communicatio
ns+Manager+Version+7.0&treeMdfId=278875240&treeName=Voice+and+Unified+Commun
ications&modifmdfid=null&imname=&hybrid=Y&imst=N&lr=Y

Let me know what you find.

Chris Ward 
Cisco Systems Inc. 
Customer Support Engineer
Unified Communication Infrastructure
Boxborough, MA 
9:00am - 6:00pm Eastern
978-936-0217
chrward at cisco.com 

From: Brian Shaw <briansh at aos5.com>
Date: Wed, 10 Dec 2008 10:25:51 -0600
To: Brian Shaw <briansh at aos5.com>
Cc: "'cisco-voip at puck-nether.net <cisco-voip at puck-nether.net>
<cisco-voip at puck-nether.net> ' <cisco-voip at puck-nether.net> "
<cisco-voip at puck.nether.net>
Subject: Re: [cisco-voip] CUCM 7.X Aconsole and Park

In the two cases that I¹ve seen, we are NOT using AC Pilot Points. The call
is coming directly into the DN of the AC user. Call Control is fine. The
user can park the call, and successfully retrieve the parked call. But the
parked call does not display in the ³parked calls² window in AC.

One of the installations is an upgrade from 4.X, with a clean install of UCM
7.0(1) and the DMA tool. The other install was an upgrade from 6.1(2). Same
behavior in both cases.

Brian 

From: Nick Griffin [mailto:nick.jon.griffin at gmail.com]
Sent: Wednesday, December 10, 2008 10:10 AM
To: Chris Ward; Brian Shaw
Cc: Bill Talley; cisco-voip at puck-nether.net
Subject: Re: [cisco-voip] CUCM 7.X Aconsole and Park

Adding another engineer on to this thread, Brian please let him know what
you have done to reproduce the error.

On Wed, Dec 10, 2008 at 10:03 AM, Chris Ward <chrward at cisco.com> wrote:

Nick,

What are the exact steps that you use to reproduce this?

Chris Ward 

From: Nick Griffin <nick.jon.griffin at gmail.com
<http://nick.jon.griffin@gmail.com> >
Date: Wed, 10 Dec 2008 10:00:16 -0600
To: Bill Talley <billt at aos5.com <http://billt@aos5.com> >

Cc: "cisco-voip at puck-nether.net <http://cisco-voip@puck-nether.net> "
<cisco-voip at puck.nether.net <http://cisco-voip@puck.nether.net> >
Subject: Re: [cisco-voip] CUCM 7.X Aconsole and Park

It seems to be a reproducible issue, our previous tac engineers seemed
reluctant to test it in a lab.

On Wed, Dec 10, 2008 at 9:48 AM, Bill Talley <billt at aos5.com
<http://billt@aos5.com> > wrote:
> 
> 
> 
> Same here. We had multiple, non-overlapping park ranges on a new, clean
> install of 7.0.1-11000. Just to be safe I deleted them both, and added a
> single park range back.
> 
> In our case also, call park monitoring is the only feature that doesn't work
> with attendant console on our UCM cluster.
> 
> Our case id is 610259615.
> 
> --------
> Sent from a mobile device with very tiny keys. Please excuse my typos.
> 
> 
> 
> 
> 
> From: Nick Griffin <nick.jon.griffin at gmail.com
> <http://nick.jon.griffin@gmail.com> >
> Sent: Wednesday, December 10, 2008 9:23 AM
> To: Ryan Ratliff <rratliff at cisco.com <http://rratliff@cisco.com> >
> Cc: cisco-voip at puck-nether.net <http://cisco-voip@puck-nether.net>
> <cisco-voip at puck.nether.net <http://cisco-voip@puck.nether.net> >
> 
> Subject: Re: [cisco-voip] CUCM 7.X Aconsole and Park
> 
> They don't overlap, we have 3 different engineers that have seen this issue
> with, specifically 7.X, new installs and upgrades. Right now we have case
> open,  610161935.
> 
> 
> 
> On Wed, Dec 10, 2008 at 9:18 AM, Ryan Ratliff <rratliff at cisco.com
> <http://rratliff@cisco.com> > wrote:
> Make sure your call park DN ranges do not overlap across CUCM servers.   This
> has always broken call park monitoring, especially with AC.
> 
> -Ryan
> 
> On Dec 10, 2008, at 10:10 AM, Nick Griffin wrote:
> 
> Has anyone ran into call park visibility issues with attendant console on CUCM
> 7.0.1? We have seen this on 2 new installs now. Attendant can park the call
> with AConsole, however, has no visibility into the parked calls. Any thoughts
> appreciated.
> 
> 
> Thanks,
> 
> Nick Griffin
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