Cisco Unity Connection 2 0 Phone View Troubleshooting

Overview § The Big Picture § Errors and Troubleshooting Call. Manager and IP Phone

The Big Picture Authentication 1. Phone Call established into Unity Connection 2. User enters into the conversation with Unity Connection 3. Phone View Feature triggered 4. Communications with the phone are authenticated 5. Phone validates the credentials with Call. Manager for every request Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. OK Cisco Confidential 3

The Big Picture Feature Implementation 1. Phone View is Requested 2. A filtered collection of messages is retrieved from the Unity Connection database 3. The message list is relayed to the phone as an XML object 4. URL Events from the Phone are received by Unity Connection 5. Events from the phone guide the conversation Presentation_ID <Query> Message 1 Message 2 Message 3 © 2006 Cisco Systems, Inc. All rights reserved. <xml /> Play Message 2 Conversation Plays Message Cisco Confidential 4

Phone View Call. Manager and IP Phone Errors § Authentication § Displayed Errors XML Parsing Errors Host Not Found § Network Resolution/Bandwidth/Latency Problems Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 5

Phone View Call. Manager and IP Phone Troubleshooting § 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 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 6

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 Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 7

Phone View Unity Connection Troubleshooting § Verify and Configure the Call. Manager integration Verify you have a working integration to the Call. Manager Check "Enable Phone Applications" on the Phone System Basics page of your Call. Manager integration For CTI User and Password, use the previously entered Call. Manager Application User and Password information § Verify the User Configuration § Phone. Manager / CDE / VUI Traces § Network Packet Analysis Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 8