Troubleshooting Guide for Cisco Unity Connection Release 10.x

Application User Configured Incorrectly

The problem may be caused by the incorrect configuration of the application user on the Cisco Unified Communications Manager server.

Do the following procedure to verify the configuration of the application user.

To Verify the Configuration of the Application User

Step 1 In Cisco Unified Communications Manager Administration, on the User Management menu, select Application User.

Step 2 On the Find and List Application Users page, select Find.

Step 3 Select the user ID of the application user that is used by Phone View.

Step 4 On the Application User Configuration page, under Application User Information, select Edit Credential.

Step 5 On the Credential Configuration page, confirm that the following check boxes are checked:

• User Must Change at Next Login
• Does Not Expire

Step 6 Select Save.

Step 7 In the Related Links box, select Back to User and select Go.

Step 8 On the Application User Configuration page, under Application User Information, in the Password field, reenter the password.

Step 9 In the Confirm Password field, reenter the password.

Step 10 Under Device Information, in the Controlled Devices field, confirm that the devices that are associated with the application user account are correct and select Save.

Step 11 On the System menu, select Enterprise Parameters.

Step 12 On the Enterprise Parameters Configuration page, under Phone URL Parameters, in the URL Authentication field, confirm that the URL is correct.

Step 13 If you made any changes, select Save.

User Phone Configuration Not Correct

One possible cause may be that the configuration on the user phone is not current. You can reboot the phone so that it reloads the configuration from the Cisco Unified CM server.

Another possible cause is that the user phone is not supported.

Phone System Integration Configured Incorrectly

The problem may be caused by the incorrect configuration of the Cisco Unified CM phone system integration in Cisco Unity Connection Administration.

To Verify the Configuration of the Cisco Unified Communications Manager Phone System Integration

Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Phone System.

Step 2 On the Search Phone Systems page, select the name of the phone system.

Step 3 On the Phone System Basics page, under Phone View Settings, confirm that the Enable Phone View check box is checked.

Step 4 In the CTI Phone Access Username field, confirm that the name of the application user in Cisco Unified CM Administration is correct.

Note The name of the application user is case-sensitive.

Step 5 In the CTI Phone Access Password field, reenter the password of the application user in Cisco Unified CM Administration and select Save.

To Verify the Configuration of the User

Step 1 In Cisco Unity Connection Administration, expand Users, then select Users. On the Search Users page, select the name of the user.

Step 2 On the Edit User Basics page, on the Edit menu, select Phone Menu.

Step 3 On the Phone Menu page, under Finding Messages with Message Locator, confirm that the Enable check box is checked.

Step 4 Confirm that the Enable Phone View check box is checked and select Save.