Cisco Unified Personal Communicator (CUPC) Troubleshooting Quick Reference with key concepts

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Dec 25, 2011 9:44 PM
Dec 25th, 2011

Introduction

This document discusses few examples of issues that can arise with Cisco Unified Personal Communicator (CUPC) along with the troubleshooting steps to check and fix the problems.


About Cisco Unified Personal Communicator (CUPC)

CUPC provides a single interface for the most commonly used Cisco Unified Communications tools. From the CUPC application, users can initiate calls either through desk-phone control or in softphone mode. Contacts are listed with their enhanced Presence Status, providing click-to-communicate functionality by phone call, video call, chat, group chat and collaboration interaction with a simple interface to transition from one medium to another.

Chat is enabled using the Jabber Extensible Communications Platform (XCP) using XMPP as the chat Protocol.

CUPC.jpg

CUPC Operating Modes

CUPC operates in two modes:

  • Deskphone mode: CUPC can control the user's desk phone to place calls. The IP Phone must be registered with CUCM and associated with the user. CUPC uses computer Telephone Integration Quick Buffer Encoding (CTIQBE) for IP Phone control. Figure illustrates the protocol interaction when CUPC is in deskphone mode.

CUPC in Deskphone Mode

cupc-1.bmp

  • Softphone mode: When the IP Phone is not available or the user is away from his desk. CUPC activates the associated softphone based on the Cisco Unified Client Services Framework (CSF), which registers the softphone with CUCM as a SIP device. The CUCM administrator must create the CSF device in order to enable this functionality.

CUPC in Softphone Mode

cupc-2.bmp

1. Key concept with respect to CUPC Version

Keep this in mind with respect to the version of CUPC you use,

1. If you are using CUPC Version 8.0+, then select Cisco Unified Client Service Framework as the Phone Type:

  • CSF devices can be named anything you like, there is not a naming convention, but there is a limit of 15 characters (letters and numbers only)

2. If you are using CUPC Version 7.0, select Cisco Unified Personal Communicator as the Phone Type. CUPC version 7.0 devices must follow a specific naming convention:

  • The CUPC V7.0 device name must start with the letters "UPC", followed by a derivation of the username.

  • The CUPC V7.0 device name can contain only numbers and uppercase letters. It can be a maximum of 12 characters after teh "UPC" prefix.

  • For example: The CUPC 7.0 device name for the User ID, "Mike.Valentine" would be "UPCMIKEVALENTIN".

Just remember that the CSF is the newer way of doing things, so the newer version of CUPC uses CSF. The newer version has no naming restrictions; again, the newer is easier.

Troubleshooting CUPC Issues

cme troubleshoot-1.bmp

  • If the Problem is not solved, then undo the changes implemented and return to step 3.
  • If the Problem is solved then identify the root cause, document the solution and implement the changes in your network

Listed are few examples of issues that can arise with CUPC,

2. Issue 1: Error on Starting CUPC: "The selected device is not available"

Things to Check

  • Verify that devices are registered in Cisco Unified Communications Manager (CUCM).
  • Verify that the end user is associated with IP Phone in CUCM.
  • Verify that the CCMCIP Profile is associated with the user in Cisco Unified Presence Server (CUPS).
  • Verify that the device and DN can be controlled by CTI in CUCM.

3. Issue 2: User can't make calls using CUPC in softphone mode

Things to Check

  • Verify that the user is associated with the CSF device in CUCM.
  • Verify that the CSF device is registered in CUCM.
  • Check for correct DN, partition and CSS.

4. Issue 3: Users are not shown as on the phone during an active call


Things to Check

  • Verify that the SIP trunk between Cisco Unified Communications Manager (CUCM) and Cisco Unified Presence Server (CUPS) exists and is correctly configured.
  • Verify that the user is associated with the line in CUCM. Check the configuration of IP Phone, Device profile or CSF as appropriate.

5. Issue 4: User cannot log on to CUPC


Things to Check

  • Verify that the user account is not locked.
  • Verify the correct server IP address in CUPC and the user may have changed it.
  • If using the host name instead of the IP address, verify that DNS is available and correctly configured.
  • Verify the license capabilities assignment in CUCM.

6. Issue 5: User cannot add contacts and search returns no results


Things to Check

  • Verify that the user is associated with the correct LDAP profiles in CUPS.
  • Verify LDAP search context in CUPS.

7. Issue 6: User cannot control the IP Phone 9971

Things to Check

  • Verify that the IP Phone is associated with the user in CUCM.
  • Verify that the Allow Control of Device from CTI box is checked on the device configuration page in CUCM.
  • Verify that the user is a member of both the Standard CTI enabled and Standard CTI Allow Control of Phones supporting Connected Xfer and Conf groups.

8. Issue 7: Login Errors: Login failed, Application starts slowly

Refer this link for more information on Troubleshooting Login errors, https://supportforums.cisco.com/docs/DOC-21749

9. Issue 8: Login Errors:Presence Server end users Login failed

You have Installed CUPC on the xp workstation. All end users can login to the CUCM end user page, they  cannot login to CUPS user page! Also the end users cannot login to CUPC  from their machine.

To resolve this issue go to CUPS command line and type the command below:

utils service restart Cisco Tomcat

Then try to log into CUPS user page.

Configuring Softphone device in CUPC 8.x

For information on creating a Softphone Device in Cisco Unified Personal Communicator 8.x refer the following document,

Configuring softphone device in CUPC 8.x

http://www.cisco.com/en/US/docs/voice_ip_comm/cups/8_0/english/install_upgrade/deployment/guide/dgclient.html#wp1167907

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