cisco desktop browser and ip phone agent service is "shutdown"

[derveniss]

Hello people,

I have installed CUCM 8.5.1 and CUCCX 8.5.1.10000.37.

Both are running on VM.

Everything seems to be configured correctly.

But when an agent tries to log in the following message appears on the display of the ip phone: "cannot connect to the ip phone agent service"

I found out from the servicability page that the cisco desktop browser and ip phone service is shutdown!!

I tried to start it manually with no result.

I restarted the server with no result..

Finally I made a fresh install with no result again. The service is still shutdown.

Do you have idea of what is going on?

The licenses are correct!

The integration with CUCM is ok!

Thanks in advance,

Spyros

[derveniss]

Anybody?

Sent from Cisco Technical Support iPhone App

[Aaron Harrison]

Hi

Have you taken a look at the logs yet?

Aaron

[derveniss]

Nope, what logs?

Could you tell me where I can find them?

[Aaron Harrison]

Hi

Sure - the easiest way to get logs is to use RTMT (Real Time Monitoring Tool). Get it from Tools/Plugins in the appadmin pages. You want the version that matches your workstation OS, not the server OS (i.e. if you have a Windows PC, get the Windows version).

Run it, log in and go to trace & log central. 'Collect files', then select the BIPPA (Browser/IP Phone Agent) service and the server on which it won't start. Set the time period to cover the last start attempt.

Regards

Aaron

[enoch]

Hi derveniss,

Have you got your problem fixed?

I just setup something similar in my lab (CUCM 8.6(1a) with UCCX 8.5.1-10000-37), and the "Cisco Desktop Browser and IP Phone Agent Service" is always SHUTDOWN.  All other services are IN SERVICE normally.  I try to manually start this service, but still failed with [Component not running] message.

I would like to get some help from you case.

Best regards,

Enoch Tse

[anchoudh]

Hi,

A. On a nonredundant system, if the LRM service is down, then the

BIPPA service will become standby. Restart the LRM service.

B. Problem:

How can I tell if the Tomcat webserver is installed correctly?

Solution Perform the following tests:

¡ Verify if Unified CCX Administration and the BIPPA service are

running. See "Logging into Unified CCX Serviceability and

Monitoring CAD Services" on page 55 for instructions on logging in

and viewing CAD services.



¡ Type the following URL in the address field of your web browser,

where is the IP address of the server on which Tomcat is

installed.

http://:6293/ipphone/jsp/sciphonexml/IPAgentInitial.jsp

If these tests fail, check the following:

¡ JRE is installed on the server.

¡ The file that maps URLs with JSP with JSP pages to the correct java

servlets, web.xml, must be in the

/usr/local/thirdparty/jakarta-tomcat/webapps/ipphone/web-inf

directory.

¡ Verify that the TOMCAT HOME value for BIPPA preferences is

/usr/local/thirdparty/jakarta-tomcat. If the value is incorrect,

execute the set CLI command. See "CLI Command Syntax" on

page 14 for information on changing key value pairs.

Reference :

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/troubleshooting/guide/cad80ccxtg-cme.pdf

Hope it helps.

Anand

[enoch]

Hi Anand,

Thx for reply.

At my UCCX Server, all Services (except Cisco Desktop Browser and IP Phone Agent Service) are IN SERVICE.  I try to start the BIPPA Service manually but failed, either via GUI or CLI.

Under this situation, when I use a PC Browser to open the URL

     http://:6293/ipphone/jsp/sciphonexml/IPAgentInitial.jsp

It's the same as what I do it on the IP Phone (to execute IPPA Service) - shows "Cannot connect to the IP Phone Phone Agent service".

I've already verify TOMCAT HOME value of BIPPA preference, and is the same as your recommendation.

Any other recommendation?

My version is UCCX 8.5.1-10000-37.  Would it be a known bug so that I need to upgrade it?

Best Regards,

Enoch

[enoch]

Hi everyone,

I've upgraded the UCCX to 8.5.1 SU1 [8.5.1.11001-35] yesterday, and all services (including BIPPA) are IN SERVICE now.  No configuration changed has been done.  Seems it's a bug on UCCX 8.5.1 [8.5.1.10000-37].

Best regards,

Enoch