phonebook issue

[t.gupta]

Hi Experts

We are facing the issue that TMS is not able to push the phonebook on the 6000 MXP.When we push the phonebook from the TMS and check the same from the Endpoint ts shows blank in the phonebook.Could you please confirm what the troubleshoting nees to do to make the phonebook available at the endpoint.The Endpoint is also registered with VCS control.The belwo are the details of the same ;

TMS - 14.3

MXP 6000 - F9.3.1

VCS - X7.2

Regards

Tarun Gupta

[Martin Koch]

The MXP endpoint has two types of phonebooks, one which is really pushed out to the endpoint

which is a flat file and the other one which is a http request from the endpoint to the tms each time

you access the phonebook. The last one is the more common one.

TMS can support either or, or both. If your systems are "behind firewall" the pushed phonebook

is not supported, only the corporate / server based phonebook.

For external systems you might need a reverse proxy or other methods for the phonebook to be reachable.

You can start with looking at the system navigator if the endpoint shows up or if it remarks

any connection issues. Then a force refresh and an enforce management settings can be helpful.

For further debugging I would do some wireshark to see what happens, checking the log files,

create a new phonebook and set it up to see if it makes a difference, .....

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[t.gupta]

Hi Martin

Thanks for your prompt response!!!!

I did the force refresh and also created the new phonebook still the problem is same.

Can you confirm which ports we need to open so that phonebook can be pushed from the TMS to the endpoint.

Is there any specific ports, please let us know

Regards

Tarun Gupta

[Jens Didriksen]

It uses port 80 and/or 443 depending on the protocol you are using.

Have you configured the end-point with the correct Corporate Directory Service URL, and has this service been turned on in the end-point?

Also see this thread:

https://supportforums.cisco.com/thread/2173444

/jens

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[Martin Koch]

Yes, its 80 or 443 depending on what is set up, its a request from the endpoint to the TMS.

The pushed phonebooks would be ftp from the TMS to the endpoint.

The communication from the Endpoint to the TMS can fail on different levels:

* wrong setting on the endpoint

* network issues

* configuration issues TMS

* bug in the phonebook

* phonebook not set up on the system

* ...

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[daleritc]

The pushed phonebooks would be ftp from the TMS to the endpoint.

TMS doesn't use FTP anymore, espeically for PBs

[t.gupta]

Hi Dale,

Do i need to disable the FTP port from the MXP 6000 to make the phonebook pushed from TMS.

Is that you are referring.Please suggest on this

Regards

Tarun Gupta

[Martin Koch]

Dale,

(ftp)

Interesting, at least the TAC engineer I have a open case regards non working globalphonebooks towards mxp thought so, ...

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[daleritc]

Hi Martin,

The nomenclature is actually Global Directory...not Global Phonebooks

Anyway, and as you know but for the benefit of the audience, legacy TANDBERG MXP and TANDBERG Classic endpoints may also use Global Directory, an HTTP-transmitted file that merges multiple phone books into one and displays a maximum of 400 contacts.

The directory (the globdir.prm file) is transmitted to the endpoint over HTTP at two different events:

- Every time a change is done to the Set on system list

- At the intervals specified in Phone Book Update Frequency

And the Global Directory is a flat file.

rgds,

Dale

[Jens Didriksen]

No, you don't need to disable the FTP port for the phonebook to work. Dale was only pointing out FTP is no longer used for that particular purpose, that's all.

Did you try what Magnus Ohm suggested in the thread I posted the link to, but more specifically, from the same subnet as this system is on?

Also, is this the only system you are having this issue with?

When you look at this system in TMS, does it correctly show the phonebooks under "server phonebooks"?

/jens

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[vidutta]

Hey Tarun,

Try this:

Copy the phone book URL from Ep. paste it on browser on same network PC (try both http and https)

see if you get entries on browser.

also you can check if  TMS is set to communicate using http or "S". somewhere in admin settings > network settings (Last drop down TAB) i guess/

make sure that systems connectivity on TMS is configured accordingly "On LAN" "behind FW"

etc etc....

From Eps perpective telnet into the device and try "xcommand phonebook " commands

hit a ? to check more counters. i guess xcommand phonebook search.

V/R

//VD

Note**** please check xcommand  command for MXP  from API i may stand corrected :)

[t.gupta]

Hi Vikas,

Checked the Endpoint with http and https but still not able to upload the phonebook.

i will try with the xcommand phonebook comand and let you know.If possible can you send the result output of this command and what specific counters needs to be checked.

Regards

Tarun Gupta

[Martin Koch]

It is http from the endpoint to the TMS which needs to be open for the corporate phonebooks.

If you do not see it when pressing the phonebook button there is a high chance that the xcommand will also not work.

For troubleshooting some basic understanding of how phonebooks work with TMS is handy,

so maybe you could ask your Cisco TelePresence partner to help you to take a look.

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[Magnus Ohm]

Basic failure scenarios:

- One or more endpoints cannot see the phonebook entries

- All of the endpoints cannot see the phonebooks

For the endpoints if there are one or more endpoints the issue is seen on this is the checklist:

1. Is the phonebook set on the system in TMS?

2. Check the phonebook server configuration on the endpoint.

2.1  Here it is important to notice if the address is a DNS name or an IP  address. If it's a DNS name the endpoint must also have a valid DNS  server configured!

2.2 Check the DNS using NSLOOKUP towards the DNS server and make sure the name resolves correctly

2.3 Is the address even correct? Check the TMS network settings, does it match the TMS's real settings?

3. Copy the TMS address configured on the system and type it in the browser window ( can you reach the "Phonebook service"? )

4. Is there any firewalls that might be blocking the endpoint from accessing the the phonebook service (80 / 443)

5. Is the unit an MXP system?

5.1 MXP will defer all the contacts in the phonebook if one of the entries contains this character: '

5.2  MXP can cause confusion with multiple phonebook entries if the  "International name" configured on the system is equal to the system  name. 5.3 MXP is downloading the phonebooks to the unit so the customer  might say that "It works on the MXP systems, but it does not work on the  C-series". This can give a false impression that there is something  wrong with the C-series only when in fact the TMS is the root cause.  Please see the next section about IIS.

If all the systems are unable to see phonebooks

1. Go to IIS on the TMS server and make sure the public folder under the TMS folder has anonymous access enabled.

1.1  You can verify this when typing in the phonebok address in a browser  window and it gives you "Unauthorized" or prompt you with a password, if  it does it's almost certainly IIS that is causing the issue.

2. Firewall / network issue

Routed phonebooks

1.  Sometimes TMS will provide access to the phonebook folder but it will  not show any entries. This means that the phonebook service is working  but entries are filtered out for some reason.

1.1 The reason for  this can be many, try to set routed phonebook mode to No (admin settings --> Configuration --> General settings) and see if the  entries re-appear. If they do, either leave it like this or try figuring  out what is causing the filter.

1.2 Check the IP zone configuration  and if the units is allowing SIP / H323 in out dialing.

/Magnus

[Magnus Ohm]

Hi Tarun

When you say you see blank in the phonebook, do you mean that you can see the phonebook folders you have pushed but the folders are empty? Or do you mean that there is nothing at all?

/Magnus