Imagicle AppSuite for Cisco UC
Users already configured and working might randomy be found without fields such as the extension number, email, mac address etc.
This will in turn cause various issues with the AppSuite components, eg. calls not being recorded, faxes not working, wrong or missing budgeting in Billy Blues, inability to login to the attendant console, inability to lock or unlock a phone with StoneLock, inability to receive calls from the Queue Manager, wrong budgeting in Budget Control, etc.
The problem lies in the lack of the correct permissions set for the user that the IAS is using to communicate with the Cisco Unified Communications Manager (CUCM), errors from the AXL service overtime will cause the AXL client to hang and blank those fields, the user sync will then blank the users proprieties.
The issue is observable by running an SQL query on an affected user:
SELECT * FROM [IAS].[dbo].[CCMUsers] WHERE userid = 'Dep1User'
userid,firstname,lastname,telephonenumber,department,enablemobility,associatedDevice1,associatedDevice2,associatedDevice3,associatedDevice4,associatedDevice5,associatedDevice6,macaddress,primaryextension,deletedtimestamp,title,middlename,facsimiletelephonenumber,mailid,homephone,building,mobile,ocsprimaryuseraddress,site,partition,Tel_Id,Pager,Manager,DisplayName,DirectoryUri
Dep1User,NULL,NULL,NULL,NULL,0,NULL,NULL,NULL,NULL,NULL,NULL,NULL,NULL,NULL,User,NULL,NULL,Dep1User@domain.com,NULL,NULL,NULL,NULL,NULL,NULL,1,NULL,Dep1Manager,NULL,NULL
Restarting the Imagicle AXL Client service and letting it perform a new sync, then re-running the query will display the user correctly again:
userid,firstname,lastname,telephonenumber,department,enablemobility,associatedDevice1,associatedDevice2,associatedDevice3,associatedDevice4,associatedDevice5,associatedDevice6,macaddress,primaryextension,deletedtimestamp,title,middlename,facsimiletelephonenumber,mailid,homephone,building,mobile,ocsprimaryuseraddress,site,partition,Tel_Id,Pager,Manager,DisplayName,DirectoryUri
Dep1User,Dep1,User,1001,Dep1,1,SEPXXXXXX,CSFXXX,SEPXXXXX,NULL,NULL,NULL,XXXXXXX,10001,NULL,User,NULL,NULL,Dep1User@domain.com,NULL,NULL,NULL,NULL,NULL,PT_Dep1Users,1,NULL,Dep1Manager,NULL,NULL
The issue is also observable by:
[Settings]
;--------- Debugging ---------
; Trace level 1-6
TRACE=6
Restarting the Imagicle AXL Client service and finding in the SvSasAXL.log_<date>.txt the "Status after request: Forbidden" messages
On the CUCM, apply all every and only the correct permissions on the Application User used by the IAS as outlined in the CuCM CTI Configuration