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In CallManager, all the users in global directory not listed in the Attendant Console

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Introduction

In Cisco CallManager, all the users in the global directory are not listed in the Attendant Console.

Core Issue

The Attendant Console (AC) server extracts the user list from the directory when one    of these conditions is met:

  • Telephony Call Dispatcher (TCD) service is started, and the directory sync      interval is not zero.
  • Directory sync interval has expired.
  • Directory sync interval has changed from the Cisco CallManager administration    page.

The client loads the user list only at login. The user needs to relogin to load      the new user list even though these conditions are met.

Resolution

To resolve this issue, restart TCD service in Cisco CallManager to regenerate the Autogenerated.txt. For more details on TCD service refer to the Understanding the Cisco Telephony Call Dispatcher section of Understanding Cisco WebAttendant

The Attendant Console client should re-login so that the list of users can be updated. Compare the autogenerated text file and the directory users to check whether all users are listed. 

No automated recovery for a Cisco TCD failure exists. If Cisco TCD stops running, all Cisco WebAttendant clients connected to that Cisco TCD do not work. Restart Cisco TCD to correct the problem.

Note: Users without the telephone numbers are not displayed on the client. Make sure that all relevant users have phone numbers listed for them in the directory.

Understanding the Cisco Telephony Call Dispatcher

The Cisco WebAttendant client application registers with and receives call dispatching services from the Cisco Telephony Call Dispatcher (TCD). The Cisco TCD, a Cisco CallManager service, provides communication among Cisco CallManager servers, Cisco WebAttendant clients, and the Cisco IP phones used with Cisco WebAttendant clients.
 
Note If you use Cisco WebAttendant in a cluster environment, make sure all Cisco CallManagers within a cluster have the Cisco TCD service installed and running. Cisco WebAttendant redundancy requires this setup to work properly; however, not all Cisco TCDs are required to have a route point.
Cisco TCD handles Cisco WebAttendant client requests for the following items:
 
  • •Call control (placing calls, answering calls, redirecting calls, putting calls on and taking calls off hold, and disconnecting calls)
  • •Call dispatching from pilot point to the appropriate hunt group destination
  • •Line status (unknown, available, on-hook, or off-hook)
  • •User directory information (Cisco TCD stores and periodically updates directory information for fast lookup by the Cisco WebAttendant client.)
Note Cisco TCD only monitors the status of internal devices and phones. A Cisco WebAttendant user cannot see line state for a phone that is connected to a gateway.
Cisco TCD also provides the mechanism for automated recovery for Cisco WebAttendant if a Cisco CallManager fails. If a Cisco CallManager fails, the following events occur:
 
  • •Another Cisco TCD service running on a Cisco CallManager within the cluster takes over servicing of the route points associated with the failed Cisco CallManager.
  • •The Cisco WebAttendant clients attached to the failed Cisco TCD service attempt to locate and connect to the Cisco TCD service on the Cisco CallManager server where their associated Cisco IP phone registered after failover.
  • •When the Cisco CallManager comes back up, its Cisco TCD will resume servicing its route points and Cisco WebAttendant clients
Note No automated recovery for a Cisco TCD failure exists. If Cisco TCD stops running, all Cisco WebAttendant clients connected to that Cisco TCD do not work. Restart Cisco TCD to correct the problem.

Problem Type

Call control software  (CallManager, CallManager Express, ICS7750, SRST, SS7 call agents)

Reference