Caller ID troubleshooting
Most common problems:
License expired
This can be easily checked through the "Licenses" web page.
Some Imagicle Services are stopped
Please check in the Windows Service Manager that the following services are running (Start → Run → services.msc): "ImagicleService Host", "Imagicle AXL service", "Imagicle Phone Control"
No UCS Suite user can be associated to the IP Phone
Please check that in UCS Suite such user exists, andthat his/her properties which are used to associate the IP phone are correctly set (primary extension, MAC address, Pbx username). Please verify the device association in the UCX Suite diagnostic page (Main --> Support → PBX Devices → Details). From this page you can also test the popup through a button.
A message should be displayed on the associated IP device.
The phone IP address is not available in the UCX Suite database
Please check the device IP address through the diagnostic page.
If it is missing, please check that AXL is correctly configured (and doublecheck the password)
Enabling AXL
The AXL service must be running on the CUCM node configured on the UCX Suite (On CUCM9.1: CiscoUnified Serviceability --> Tools --> Service Activation --> Cisco AXLWeb Service).
You can restart such service on the CuCM through Cisco Unified Serviceability.
The IP Phone cannot be controller by the UCX Suite through TAPI
Please check the flag on the UCS Suite diagnostic webpage in the"Detected by TAPI" column. You could also look for the device and line in the Windows TAPI snap-in (running "tapimgmt.msc"). If the device is not listed there, you need to associate theIP phone to the ImagicleCTI application user in CUCM.
Another helpful tool is "Phone.exe", located in <StonevoiceAS install dir>\Troubleshooting
Failed IP Phone authorization
Please execute a test from the UCX Suite diagnostic page (see above). If the "authorization error" message is displayed in the webpage, please check the "URL authentication" on the IP phone and set it on the CuCM in the IP Phone properties (or in the Enterprise Parameters) like this:
http://[UCX_SUITE_IP]/fw/authenticate.asp
Calling number is not matched
This can have several causes.
a) The calling number is not listed in any directory available to the UCX Suite user associated to the phone. It can be listed in a directory which is owned by another user or associated to a specific department. Check that the contact is available to the user searching for it through the directories button on the IP phone.
b) Number mismatch because of the Incoming Prefix
If the voice gateway or the PBX adds a ‘0' (o another prefix) before the calling number, that prefix must also be specified in the UCS Suite (Administration → System Parameters → Numbering Plan Settings as Incoming Prefix.
WARNING: some CuCM configurations cause the calling number to be displayed on the IP Phone to be different to the one received by Contact Manager in the TAPI signaling. Please check the true number through the Call History of the IP phone, which, usually, is the same number seen through TAPI.
Other information can be gatherer enabling debug logs in Contact Manager, placing a test call and looking in this file: varlogApplicationSuite.Core.ServiceSpeedy.log.txt
for a line similar to:
DEBUG { 32}[LookupAgent] FormatDetailsOfCallerNumber(user=nome_utente,CLI=034567890123):Search returned no contact in 52 ms.
This tells the user associated to the IP device, to the calling number received by Contact Manager (CLI), and to the number of matches in the directories.
When the call arrives, the Display name has already been set by the PBX in the signaling
In this case, by design, Contact Manager does not send the popup to the phone. You can force the popup to be sent anyway through a hidden parameter. Contact Manager Caller ID service does not rely on the calling number length(as the Imagicle UCX Console does).
The popup http message is too long
The maximum body size for the message supported by Cisco IP Phones is 512 bytes. This case can be verified through Contact Manager logs and it is triggered when you add too many custom fields to the information to be displayed or if a First Name/Last Name is too long. In this case you have to disable some additional filed or to shorten the contact data.
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