Category: Unified Communications

CME Time is Correct but SIP Endpoints are on Different Timezone

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If your Communications Manager Express (CME) clock and timezone configuration in telephony-service and voice register global are correct but SIP endpoints are a few hours behind or ahead (on a different timezone), you will need the timezone updater.

https://www.oracle.com/java/technologies/javase-tzupdater-downloads.html

1. Upload from TFTP to Flash.
2. Add the TFTP server configuration tftp-server flash:phones/tzupdater.jar alias tzupdater.jar
3. Update SIP Configuration and reset endpoints

voice register global
 no create profile
 create profile
 reset
Filed under: Cisco, Unified Communications

Cisco Supervisor Desktop “No Service”

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Symptoms:
CUCM 9.1
UCCX 9.0.2

A user called in to report that after logging in to Cisco Supervisor Desktop, selected a Team from the Team dropdown selection, it took a long time to load. It continues to state “No Service” in the bottom of the window after nothing has loaded and Team dropdown selection is greyed out.

If you download the Cisco Desktop Call/Chat Service trace logs, you will notice messages like:


2015-07-24 03:30:36:440 INFO STD0005 Client  disconnected from service at <10.0.11.39>.
2015-07-24 03:30:36:443 WARN LC0001 Error occurred while performing an LDAP operation.
2015-07-24 03:30:36:444 WARN LC0001 Error occurred while performing an LDAP operation.
2015-07-25 12:47:19:520 WARN FCCS3008 Network communication error  sending message to application .  The application will be logged out.
2015-07-27 08:44:34:074 INFO LC0007 Invalid Value.
2015-07-27 08:44:34:082 INFO LC0007 Invalid Value.

Solution:

  • Restart Cisco Desktop Call/Chat Service. This does not drop calls because once a call is answered, the CCX port is no longer used in that call. RTP media is now between endpoints. This does disrupt and refresh screens on agents who are exchanging chat messages but that shouldn’t be an issue, in my opinion.

  • Log out and back in.

  • If restarting the Cisco Desktop Call/Chat Service, did not work for you, restart Cisco Desktop Sync Service and Cisco Desktop Browser and IP Phone Agent Service.

    • Issue confirmed fixed. Notice, after selecting a team and while it is loading, the first thing that populates are the team’s agents and supervisors.

    What you want to see in the logs will be something like this

    
2015-07-27 08:44:52:057 INFO FCCS0027 Service going into active mode.  Incoming requests will be accepted.
2015-07-27 08:44:52:074 INFO LRMS0004 LRMClient is connected to the service at <10.0.11.39>.

    Filed under: Cisco, Contact Center, Unified Communications

    Check loaded Jabber XML configuration

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    Simply browse to http://CUCM-IP-address:6970/jabber-config.xml

    Remember that TFTP files are not configuration changes to the configuration database replicated by the publisher to the subscriber. Likely, your publisher or the server you are checking is not a TFTP server. You need to upload jabber-config.xml to all TFTP servers.

    If it does exist when you check in OS Administration > Software Upgrades > TFTP File Management, then you need to restart Cisco Tftp for the change to take effect.

    Check the installation and configuration guide for more information:
    http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/jabber/Windows/9_7/JABW_BK_C4C679C9_00_cisco-jabber-for-windows-97.pdf

    Filed under: Cisco, Unified Communications