Troubleshoot E911 Location with Webex UCM Calling

Introduction 

This document describes how to add E911 Location with UCM Calling in Webex App.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Webex App
• Unified Communications Manager (UCM)
• Cisco Emergency Responder
• Cisco Expressway
• 3rd party vendor RedSky

Supported Deployment Types

1. Webex App 42.2 and later
2. UCM On-Premises
   1. UCM 12.5SU6 and later
   2. Cisco Emergency Responder 12.5SU6 and later
   3. Cisco Expressway X14.1 and later
3. UCM Cloud
   1. UCM 12.5SU5a and later
   2. Cisco Emergency Responder 12.5SU5a and later
   3. Cisco Expressway X14.0.4 and later

Components Used

The information in this document is based on these software and hardware versions:

• Webex App 44.2
• UCM Version 12.5SU5a
• Cisco Emergency Responder 12.5SU5a
• Cisco Expressway X14.0.4
• 3rd party vendor RedSky

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, ensure that you understand the potential impact of any command.

Problem: Unable to add E911 Location with UCM Calling on Webex App

The user is unable to add E911 location on Webex App.

Error message: "Something went wrong. Please try again." seen on the Edit emergency 911 address pop-up window: 

Error on Webex App Pop-Up Window

Log Review

Location of log files for Webex App for analysis:

1. Windows: %USERPROFILE%\AppData\Local\CiscoSpark
2. MacOS: ~/Library/Logs/SparkMacDesktop

From the mentioned log paths, find the current_log.txt file:

1. Use the TelephonyFeatureFlags.cpp keyword to check that the Emergency Calling feature is enabled:

2024-02-28T09:37:35.453Z <Debug> [0x4ee0][]TelephonyFeatureFlags.cpp:7178 TelephonyFeatureFlags::isUcmRedSkyIntegrationEnabled:DESKTOP_PLATFORM, isUcmRedSkyIntegrationEnabled: 1

2. Use the E911RedSkyHttpRequester.cpp keyword to find the token request and the subsequent 401 error from RedSky:

2024-02-28T09:10:05.479Z <Info> [0xe57c][]E911RedSkyHttpRequester.cpp:19 E911RedSkyHttpRequester::getAccessToken:E911RedSky: getAccessToken request
2024-02-28T09:10:06.831Z <Error> [0xeaa0][]E911RedSkyHttpRequester.cpp:97 E911RedSkyHttpRequester::getAccessTokenRequest::<lambda_2>::operator ():E911RedSky: ERROR: request http or server error 401
2024-02-28T09:10:06.831Z <Error> [0xeaa0][]E911RedSkyManager.cpp:637 E911RedSkyManager::getAccessToken::<lambda_3>::operator ():E911RedSky: ERROR: action token fetch error: 401 message
2024-02-28T09:10:06.832Z <Debug> [0xeaa0][]E911RedSkyTelemetry.cpp:63 E911RedSkyTelemetry::sendGetTokenFailedTelemetry:E911RedSky: Telemetry - sendGetTokenFailedTelemetry

Solution: Fix RedSky-Related Configuration in UCM Service Profile

Webex App clients need to get configuration from UCM to enable the HELD+ location updates.

A UCM admininistrator must configure the required paramentes in the UCM Service Profile(s) and ensure that the correct Organization ID is used.

Configuration Procedure for UCM Service Profile

1. In UCM admin, navigate to User Management > User Settings > Service Profile.
2. Select the Service Profile that the Webex App uses for configuration.
   

   Note: In some instances, there can be multiple Service Profiles that need to be updated.

3. Navigate to the Emergency Calling Profile section.
   1. Emergency Calling Profile Parameters
4. Click the Enable Emergency Calling check box.
5. Populate these parameters:
   1. Organization ID (provided by Redsky)
      

      Warning: Organization ID under Emergency Calling Profile refers to the HELD company ID provided by RedSky.

      This is NOT the same value as the Control Hub Organization ID.

   2. Secret (provided by RedSky)
   3. Location URL: Default RedSky Location URL Address
      

      Caution: RedSky Location URL change Revised RedSky Location URL Address

   4. Emergency Numbers: 911, 933 (default) 
6. Click Save.
7. Repeat steps 1-6 on any other Service Profiles that require E911 location.

Related Information

• Deployment guide for Calling in Webex App (Unified CM)