The meeting organizer receives no email from Cisco TMS to confirm the meeting is scheduled.

Cisco TMS configure to send confirmation email.

Check Cisco TMS configuration.

If Cisco TMS configuration is correct, check antivirus/firewall program(s) to see if they are blocking the Cisco TMS from sending.

After meeting organizer schedules a meeting using TMS, the following error is displayed: "An unexpected error occurred while communicating with WebEx." The meeting is created, but there are problems with the WebEx configuration. They receive a meeting confirmation email that contains no WebEx information.

Meeting organizer's WebEx host account is not provisioned with the Meeting Center TelePresence session type.

Log into WebEx Site Administration for your WebEx site and make sure the meeting organizer's host account has the Meeting Center TelePresence session type enabled. For more information, refer to: Integrating Cisco TelePresence with Your Cisco WebEx Site Administration Account.

Meeting is not listed on the endpoint display.

More than one scheduling server is managing the endpoint (Example: Cisco TMS and CTS-Manager and at the same time).

Other causes:

• Scheduled meeting type is not One-Button-to-Push (OBTP). Only OBTP meetings appear on an endpoint.

• Network connection failure between endpoint and Cisco TMS.

If pushed to all but one endpoint, then check the network connection.

If not pushed to any endpoints, check to see if Cisco TMS is down.

In Administrative Tools > Configuration > WebEx Settings, select the WebEx site and make sure Connection Status is "Connection OK".

WebEx scheduling error in Cisco TMS (when clicking Save)

Symptom: Cisco TMS displays 'Unable to include WebEx conference. Incorrect WebEx username or password.'

Network problems with WebEx site.

WebEx user doesn't exist on WebEx site.

Cause: WebEx site configured for this organizer does not recognize the WebEx username/password configure for the meeting organizer.

Check WebEx account user profile.

Recommended Action: Check the WebEx Username/Password for the WebEx site in the user personal information page. Or the WebEx site user credential information may have changed. In this case, check with WebEx site administrator.

Refer to Cisco TMS Troubleshooting information. This issue is not limited to Cisco CMR Hybrid.

No confirmation emails from WebEx

Email is not enabled on the WebEx site

Check the WebEx site administrator.

Meeting is booked on the TMS but the WebEx does not exist.

Endpoints booked for the meeting are configured as mailboxes in Exchange but are not set to AutoAccept invitations.

Ensure that all endpoints that are available as mailboxes for booking in a Cisco CMR Hybrid meeting are set to AutoAccept in Exchange.

"We've hit a glitch in connecting to the telepresence scheduling system. Try again later."

TMSXE

Contact the TMSXE administrator.

I do not see the WebEx option when scheduling a meeting in TMS.

Your WebEx Username and Password have not been added to your TMS user profile.

Edit your TMS user and enter your WebEx username and password and then save. The WebEx option should now appear in the TMS scheduling UI.

Can't join the WebEx meeting

Meeting hasn't started yet

wait for meeting to start

No endpoint can join the TelePresence meeting.

TelePresence meeting doesn't exist.

Call failed to be routed correctly.

1. Check MCU/TelePresence Server to make sure conference was created.

2. Check MCU/TelePresence Server event log.

3. Check VCS search history.

TelePresence meeting did not start early (Early Meeting Start) did not work

Cisco TMS scheduled meeting does not support early start. Endpoint must wait until meeting has started to dial in.

Check Setup Buffer and Tear Down Buffer settings

Single TelePresence participant can't join the meeting

Not enough video and audio ports.

Call routing issue for the endpoint to MCU or TelePresence Server

Check event log for the meeting. Also check meetings in TelePresence Server or MCU.

Administrator can lift the limit by changing the port value from the TelePresence Server Conferences page.

TelePresence participant can only join via audio only.

Not enough video ports are available.

Increase the video ports in Cisco TMS, TelePresence Server or MCU.

No TelePresence participants can join the meeting

Meeting has nit started yet. Cisco TMS scheduled meeting does not support early start. Endpoint must wait until meeting has started to dial in.

Total audio and video ports for the MCU/TelePresence Server have been used up. Another cause is that the port video/audio limit for the meeting has been reached.

If total port capacity of MCU/TelePresence Server has been reached, no action is required.

For the case of the meeting limit being reached, the administrator can lift the limit from the TelePresence Server Conferences page.

MCU/TelePresence server disconnects after WebEx host joins the meeting.

WebEx host is currently joined to another meeting of which they are also the host.

Do not use the same WebEx host ID to join multiple meetings at the same time.

Only one CMR Hybrid meeting can be run per host at a time.

I do not see a CMR Hybrid meeting I was invited to under My WebEx Meetings on my WebEx site.

CMR Hybrid meetings a user is invited to are not displayed under My WebEx Meetings.

None. Only CMR Hybrid meetings that a user hosts are displayed under My WebEx Meetings.

No WebEx welcome screen

Content disabled on MCU.

Video call from MCU/TelePresence Server to WebEx failed. Call failure occurs for several reasons:

• WebEx SIP dialing fails to reach destination due to unresolvable SIP URI

• WebEx server(s) down

• Issues with search rules in VCS

• Media Encryption setting in VCS

• Check MCU configuration and conference status.

• Verify search rules to ensure that SIP URI being routed correctly to WebEx site.

• Verify encryption setting in VCS for this zone.

• If failure persists after above actions are taken, contact WebEx site administrator.

TelePresence is not linked to WebEx

Video call from MCU/TelePresence Server to WebEx failed. Call failure occurs for several reasons:

• WebEx SIP dialing fails to reach destination due to unresolvable SIP URI

• WebEx server(s) down

• Issues with search rules in VCS

• Media Encryption setting in VCS

-

Don't see video on WebEx

WebEx participant does not enable video.

WebEx participant has a problem with their camera.

• Make sure TelePresence and WebEx calls are connected.

• Check to see if participants who joined TelePresence are sending video.

Low-bandwidth warning in WebEx Meeting Center client on Windows or Mac:

"Due to low bandwidth, we are not able to show TelePresence video at the moment"

• Not enough bandwidth is available for the WebEx Meeting Center client.

• The downspeed drops below 180p video resolution.

• Verify there is enough bandwidth for the WebEx Meeting Center client. 1.3 mb/s of sustained throughput is required to avoid the low-bandwidth warning where datasharing is active.

• Disconnect and reconnect to the meeting to rejoin the main video.

• Review Tips for Troubleshooting Low Bandwidth with the WebEx Meeting Center Client on Windows or Mac

• For details on Meeting Center client requirements for CMR Hybrid refer to: CMR Hybrid Prerequisites

• Before contacting support, get the audio and video statistics from the meeting. In the Meeting Center client during the meeting:Select Meeting > Audio & Video Statistics...

  • or in Full-Screen view, right-click the active speaker's video and select Audio & Video Statistics...

Don't see video on TelePresence

-

• Check to see if WebEx users have joined and are sending video.

Don't hear audio on WebEx

-

• Check TelePresence call statistics and make sure TelePresence endpoint is not muted.

• Check to see if WebEx users can hear each other.

Don't hear audio on TelePresence

-

• Check TelePresence statistics to see if audio is being received from the WebEx side. In PSTN/TSP audio case check that the audio call is connected.

Don't see presentation shared from WebEx side on TelePresence side

-

• Check TelePresence statistic for content channel status.

• Check to see if WebEx users can see content from each other.

Don't see presentation from TelePresence side on WebEx side

-

• Check TelePresence statistic for content channel status.

• Check to see if WebEx users can see content from each other.

Don't see presentation from WebEx on WebEx side

-

• Contact the WebEx administrator for assistance.

Don't see presentation from TelePresence side on TelePresence side

-

• Check TelePresence call statistics to see if content channel is established.

• Try to stop the restart sending content.

Presentation is displayed in main video

-

• Check current call statistics for content channel.

• Check to see if the SIP call encrypted.

Poor quality video from WebEx participants on TelePresence side

-

• Check network bandwidth for possible poor network connection.

Poor quality audio from WebEx participants on TelePresence side

TBD

• TBD

Poor quality video from TelePresence participants on WebEx side

Poor network connection

• Check call statistics for TelePresence participants.

Poor quality audio from TelePresence participants on WebEx side

TBD

• TBD

Audio skewed from video (lip sync issues)

In the case of PSTN/TSP audio, lip sync cannot be guaranteed

-

Active speaker does not switch in

-

• Make sure audio and video calls are linked in PSTN/TSP case.

Video for active speaker call-in participant does not switch in when they speak and no phone icon associated with them.

1. WebEx site administrator not configured properly.

2. Audio call failed.

3. If the MCU sends the wrong participant ID.

• Check in Cisco TMS CCC or on MCU to see if audio call failed.

• Call-in user merge requires the site to have 'TSP identity code' enabled in WebEx site administrator. If disabled, call-in merge will not work even if you dial the correct value, and #1 is correct for InterCall.

Poor quality presentation from TelePresence participants on WebEx side

Possible network issue.

• Check the bandwidth between TelePresence and WebEx.

Video from a WebEx participant frozen

Possible network issue.

• Check the bandwidth between TelePresence and WebEx.

Meeting ends unexpectedly

-

• Check TelePresence log to see any cause for the call drop.

Meeting didn't automatically extend

TelePresence is booked for another meeting starting at the end of the current one.

• Check Cisco TMS booking list to confirm.

TelePresence joins audio of host's previously scheduled meeting that had run beyond the scheduled end time.

The TelePresence system will dial into the hosts audio conference at the scheduled time. It is possible that the host is in a previous audio conference that is running overtime.

Example:

The host account used by TelePresence is that of a real WebEx host. If that host account has scheduled two back to back meetings (first one is WebEx meeting and the second one is TP+WebEx). Host starts first meeting and it runs overtime. But at the start time of the TelePresence+WebEx meeting, TelePresence dials into the TSP conference using the dumb-dial string, and may get into the conference. Result: TelePresence attendees hear the audio of the previous meeting.

This may be a pretty well understood circumstance for customers due to the way TSP Audio works.

• Have TelePresence recite audio prompt after joining the TSP audio. "Cisco Telepresence is now in the audio conference" (or similar).

  Note	Using API method does not resolve this.

TelePresence joins audio of host's previously scheduled meeting where the host had exited with the "keep audio conference running" option.

Similar to the above scenario - the host may have left the first meeting but used the "keep audio conference open" choice. Thus, as the audio conference of the first meeting continues, TelePresence eventually dials in.

This may be a pretty well understood circumstance for customers due to the way TSP Audio works.

• Have TelePresence recite audio prompt after joining the TSP audio. "Cisco Telepresence is now in the audio conference" (or similar).

  Note	Using API method does not resolve this.

"Host private conference code" can break DTMF dumb dial entry method in some cases (dial in as host + host has already dialed in).

If the TSP has implemented a "host private conference code" (where the host uses a conference code that is not the same as the one used by the attendees, thus avoiding the need for the host to enter a PIN number), the audio prompt call flow might break the dumb-dial of the MCU if the host has already dialed into the conference. (in our testing, this is when we heard all the foreign language prompts from the TSP bridge - it was the bridge barking about the fact that the host conf code is already in use).

• Use API method....or...

• Advice to TSP partners: If using a "hosts' private conference code", then consider allowing the TSP audio bridge to tolerate a second user dialing in using the host private conference code.

Dial sequence cannot be issued on the fly via TSP API (unlike NBR).

The dial sequence for OT 2.0 integration with TSPs is only statically configurable in the Telephony Domain of site. This restricts a TSP somewhat, in case they might have different audio bridge infrastructures, different dial in numbers, etc.

A2W_RspCreateConference[NBRPhoneNumber]

• Change the MCU logic, so that it starts the WebEx meeting and then collects the dial in string from WebEx at that time. The sequence will allow for WebEx to collect the dial string dynamically from the TSP as follows:

  1. TelePresence starts TelePresence meeting.

  2. TelePresence starts WebEx meeting.

  3. WebEx sends W2A_CreateConference to TSP.

  4. TSP sends A2W_RspCreateConference to WebEx (this would contain the TP dial string).

  5. WebEx sends dial string to MCU.

  6. MCU dials into the TSP bridge.

     The TSP API and TSP Server would need to change (among other components, of course).

The TSP Audio account info, used by the MCU dial string, is obsolete.

Since the MCU collects and stores the TSP dial string at the time of meeting schedule, to be used at the time of meeting start (which can be many weeks later), there is a possibility that the dial string will be obsolete and hence the call into the TSP conference will fail. This will happen if the default (first) TSP Audio account is changed during the time between TelePresence meeting schedule and TelePresence meeting start.

• The above suggestion will solve this problem (making the TelePresence equipment collect the TelePresence dial string from WebEx at the time of meeting start, instead of at the time of meeting schedule.

MCU/TelePresence Server disconnects shortly after connecting to WebEx. A SIP Bye message is received from the WebEx cloud.

WebEx host joins a meeting while already joined to a meeting of which they are also the host.

• Do not use the same WebEx host ID to join multiple meetings at the same time.

  Note	Only one CMR Hybrid meeting can be run per host at a time.