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With CRS 3.0, after integrating with Active Directory, the user's device association with ICD extension information is not shown


Core Issue

With Cisco Customer Response Applications (CRS) 3.0, when Cisco CallManager is integrated with Active Directory, the option for Interactive Call Distribution (ICD) extension is not available on the user configuration page.


To resolve this issue, try to restart the Internet Information Server (IIS) Admin service on Cisco CallManager.

If that does not resolve the issue, use Active Directory Services Interface (ADSI) Edit on the Active Directory server to set the CiscoCCNatIAQflag flag on the profile. ADSI Edit can be downloaded from the Microsoft site.

To resolve this issue, perform these steps:

  1. Go to ADSI Edit.
  2. Find the Cisco Organizational Units (OUs).
  3. Expand Cisco Communications Network (CCN).
  4. Expand SystemProfile.
  5. On the right pane, right-click System Profile and choose Properties.
  6. Select Both from the first pull-down menu.
  7. Select CiscoCCNatIAQflag from the second pull-down menu.
  8. Enter True in the Edit Attribute textbox.
  9. Select Set.
  10. Select OK.
  11. Stop and start the IIS Admin service on the Cisco CallManagers.

To restart the IIS Admin service, perform these steps:

  1. Go to Start > Programs > Administrative Tools > Services.
  2. Highlight the IIS Admin Service and click on the Restart Service button on the top right of the menu bar.
  3. When prompted to restart the World Wide Web publishing service, select Yes. Both services stop and then restart.

For similar issues with the Data Connection (DC) directory, perform the steps in How to Get the ICD Extension to Appear on the User Page Using CallManager 3.3.

Problem Type

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

CallManager Features

Directory integration

Failure Type


Changes and Events

Changed directory structure

CallManager User Configuration

Device association

ICD extension

Customer Response Solution (CRS) Version

CRS 3.x

LDAP Directory

Active directory

Voice Applications

IP contact center (IPCC) express

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