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Troubleshooting Phone view

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Introduction

 

This document describes the issues with Phone View and steps to troubleshoot.The Phone View feature is supported only with Cisco Unified Communications Manager phone system integrations.The Phone View feature may not function correctly outside a firewall or through a VPN router.

 

The Phone View feature allows users to see search results on the LCD screens of their Cisco IP phones when they use the Find Message or the Display Message menu. When Phone View is enabled, Cisco Unity Connection users can search for the following types of voice messages:-

 

• All new messages

• All messages

• Messages from a particular user

• Messages from all outside callers

• Messages from a particular outside caller

 

Phone View works only with Cisco Unified Communications Manager phone systems, and only with certain Cisco IP phones.

 

Issue 1:- Application User Is Configured Incorrectly

 

 

The problem may be caused by the incorrect configuration of the application user on the Cisco Unified Communications Manager server.

 

 

To Verify the Configuration of the Application User follow the steps below:-

 

 

Step 1     In Cisco Unified Communications Manager Administration, on the User Management menu, click Application User.

 

 

Step 2      On the Find and List Application Users page, click Find.

 

 

Step 3      Click the user ID of the application user that is used by Phone View.

 

 

Step 4      On the Application User Configuration page, under Application User Information, click Edit Credential.

 

 

Step 5      On the Credential Configuration page, confirm that the following check boxes are checked:

 

 

    • User Must Change at Next Login
    • Does Not Expire

 

 

Step 6      Click Save.

 

 

Step 7     In the Related Links box, click Back to User and click Go.

 

 

Step 8     On the Application User Configuration page, under Application User Information, in the Password field, reenter the password.

 

 

Step 9     In the Confirm Password field, reenter the password.

 

 

Step 10    Under Device Information, in the Controlled Devices field, confirm that the devices that are associated with the application user account are                correct.

 

 

Step 11    Click Save.

 

 

Step 12    On the System menu, click Enterprise Parameters.

 

 

Step 13    On the Enterprise Parameters Configuration page, under Phone URL Parameters, in the URL Authentication field, confirm that the URL is                correct.

 

 

Step 14   If you made any changes, click Save.

 

 

Issue 2:- User Phone Configuration Is Not Correct

 

 

One possible cause may be that the configuration on the user phone is not current. You can reboot the phone so that it reloads the configuration from the Cisco Unified CM server.

 

 

Another possible cause is that the user phone is not supported. See the "Requirements for Cisco Unity Connection Phone View" section of System Requirements for Cisco Unity Connection Release 7.x.

 

 

Issue 3:- Phone System Integration Is Configured Incorrectly

 

 

The problem may be caused by the incorrect configuration of the Cisco Unified CM phone system integration in Cisco Unity Connection Administration.

 

 

Do the following procedure to Verify the Configuration of the Cisco Unified Communications Manager Phone System Integration

 

 

Step 1      In Cisco Unity Connection Administration, expand Telephony Integrations, then click Phone System.

 

 

Step 2      On the Search Phone Systems page, click the name of the phone system.

 

 

Step 3      On the Phone System Basics page, under Phone View Settings, confirm that the Enable Phone View check box is checked.

 

 

Step 4      In the CTI Phone Access User Name field, confirm that the name of the application user in Cisco Unified CM Administration is correct.

 

 

               Note that the name of the application user is case-sensitive.

 

 

Step 5      In the CTI Phone Access Password field, reenter the password of the application user in Cisco Unified CM Administration.

 

 

Step 6      Click Save.

 

 

To Verify the Configuration of the User

 

 

Step 1      In Cisco Unity Connection Administration, expand Users, then click Users.

 

 

Step 2      On the Search Users page, click the name of the user.

 

 

                Note If the user does not appear in the search results table, set the applicable parameters in the search fields at the top of the page, and                 click Find.

 

Step 3      On the Edit User Basics page, on the Edit menu, click Phone Menu.

 

 

Step 4     On the Phone Menu page, under Finding Messages with Message Locator, confirm that the Enable check box is checked.

 

 

Step 5      Confirm that the Enable Phone View check box is checked.

 

 

Step 6      Click Save.

 

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