Attendant Console users unable to login - CCM4.1

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Mar 10th, 2008
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Users are unable to log into the Cisco Call Manager Attendant Console. We are running CCM 4.1.


The program attempts to connect to the server and eventually displays an error message "unable to connect to server". It then displays the server IP information. Is there a service that is stalled?


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Rob Huffman Mon, 03/10/2008 - 09:10
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Hi Steven,


Maybe you are seeing this issue;


Attendant Cannot Access Server Error Message Displays


Symptom

When the attendant attempted to log in to the server, a dialog box stated that the attendant cannot access the server.


Probable Cause

The version of the attendant console that is on the attendant PC and the version of the attendant console that is available through Cisco CallManager Administration do not match.


Corrective Action

Upgrade the version of the attendant console that is running on the attendant PC.


Procedure



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Step 1 From each Cisco CallManager Attendant Console PC, browse into a server that is running Cisco CallManager Administration and log in with administrative privileges.




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Tip To browse into the server, enter http:///CCMAdmin/main.asp, where equals the name of the server, in the Address bar in the web browser.



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Step 2 From Cisco CallManager Administration, choose Application > Install Plugins.


Step 3 Click the icon for the Cisco CallManager Attendant Console.


The Cisco CallManager Attendant Console installation wizard runs.


Step 4 To acknowledge the installation, click Yes.


Step 5 In the initial installation wizard window, click Next.


Step 6 You can install the attendant console to the default location or use the Browse button to specify a new location; after specifying a location, click Next.


Step 7 In the Ready to Install window, click Next.


Step 8 After the installation program finishes installing files, choose whether you want to restart the computer now or later; then, click Finish.


Step 9 If prompted, restart the computer.


After you install the application, you can configure or update any attendant console settings that you did not configure during the installation process.


From this good doc;


http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/trouble/4_0_1/tb401c10.html



Hope this helps!

Rob



sbarfknecht Mon, 03/10/2008 - 09:29
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Thank you Rob for your prompt offer of help. However, I had checked this possibility earlier and it does not appear to be the issue. In desperation, we restarted the server and after its return to service, end users are now able to login to the Attendant Console application. Not the best troubleshooting practice but it did get us back up this morning. I did not see any services stalled this morning on the server.


Are you aware of any dependencies or services that should have been reviewed first? We did check Tomcat but this was active before the reboot.

Zin.Karzazi Mon, 03/10/2008 - 09:37
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You should try restarting the Telephony Call Dispatcher (TCD) Service first. Which is responsable for the routing and controlling the AC Clients.

fpavicic Wed, 03/26/2008 - 04:42
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Hi, the same thing overhere.

We sorted it with CCM administration - Service - Service Parameters Configuration - Current Service: Cisco IP Manager Assistant.


It has a blank field where CTI route point is -> "Route Point Device Name for Proxy Mode", and "CTI Manager (Primary) IP Address*".

We filled the correct values, and restarted Tomcat service, and IPMA worked. It is probably a bug, because it happens some time IPMA service is restarted.




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