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Some phones do not appear in the Cisco Emergency Responder switch port list


Core Issue

Any phones that cannot be located on a switch configured in Cisco Emergency Responder appear  on the unlocated phones list. Refer to the Unlocated Phones section of Cisco Emergency Responder Administration Page Reference

This list describes situations that can prevent Cisco Emergency Responder  from locating a phone:

  • The phone is attached to a switch that is not defined in Cisco Emergency Responder. Refer to the Identifying the LAN Switches section of Configuring Cisco Emergency Responder for information on defining switches.
  • The phone is connected to an unsupported device, such as a router port,  a hub connected to a router, or an unsupported switch.
  • The phone is connected to a hub, which is connected to a supported switch port, but it does not support Cisco Discovery Protocol (CDP). Cisco Emergency Responder can consistently discover CDP-enabled phones attached to hubs (which are attached to supported switch ports), but cannot always track non-CDP phones attached in this manner. For non-CDP phones, ensure the phones are attached directly to supported switch ports.
  • The switch to which the phone is connected is currently unreachable. For example, it does not respond to Simple Network Management Protocol (SNMP) queries. This can be for several reasons:
  • Unreachable switches are not retried until Cisco Emergency Responder runs the next full switch-port and phone update process, unless you run it against the individual switch.
  • The phone has moved to a switch served by a different Cisco Emergency Responder group. If this is the case, the Cisco Emergency Responder group name is shown for the phone in the unlocated phones list. If the phone is not locatable in the next incremental phone tracking process after it is moved, the phone remains unlocated in any Cisco Emergency Responder group until a full switch-port and phone update process is run.
  • The phone requires CAM-based tracking, but CAM-based tracking is not enabled on the switch to which the phone is connected. Cisco IP SoftPhone and some other phone models require CAM-based tracking. 


After fixing the problems that are preventing Cisco Emergency Responder from locating      phones, run the switch-port and phone update process on the affected switches,      or on all switches:

  • To run the process on a specific switch, select Phone  Tracking > LAN Switch Details, select the switch in the left-hand column, and click Locate Switch Ports.
  • To run the process on all switches, select Phone Tracking > Run Switch-Port & Phone Update.

For further information, refer to these documents:


Problem Type

Voice applications  (CRS, PA, CCM Plugins, CER, CCC, MeetingPlace, etc.)

Failure Type

Nothing detected: Not detected, recorded, understood, recognized, etc.

IP Phone Power

Cisco discovery protocol (CDP)

Voice Applications

Emergency Responder (ER)

Cisco Emergency Responder (CER) Components

Unlocated phones

Unlocated switches


Switchport mapping

Community Member

Does anyone know of a good way to track mobile wireless Jabber users with CER?


Our building is three levels, each large enough to require two ERL's.  We've broken down our LAN so that the sub-nets mirror our ERL's which allows us to track jabber users that are plugged in by mapping those ip ranges to ERL's, however...


Our users do not have assigned cubicles or seats, nor do they have assigned phones.  They use jabber for all their telephone needs and are encouraged to sit anywhere they like on any given day.  In order to allow users to roam while on the phone and not lose audio, the wireless in our building is comprised of a single /23 network.  While this is great for roaming, it denies us any ability to track wireless users by using IP addresses associated to ERL's.

I thought I would be able to track wireless users by associating the switches themselves to ERL's using the SNMP option, but I don't see wireless devices associated to the switchports where the AP's are plugged in.


Is there a best practice for tracking wireless users who roam between ERL's on a contiguous sub-net?


Thanks in advance!

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