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The Cisco CallManager Automated Attendant cannot find a user that a caller specifies when dialing by name

Core Issue

The extension of the requested user is not valid because the user does not have a primary extension assigned in Cisco CallManager or the ccndir.ini file is missing information.


To resolve this issue, perform these steps:

  1. On the Cisco CallManager User Information web page, verify that the user has an entry in the AutoAttendant Dialing field, that the user record has an associated phone and that the Primary Extension radio button is selected.

  2. On the Cisco Customer Response Applications (CRA) server, verify that the ccndir.ini file contains the correct userbase and profilebase information, as shown in this example:

    USERBASE "ou=Users,"

    PROFILEBASE "ou=profiles, ou=CCN,"

For more information on resolving Cisco CRA or Customer Response Solution (CRS), refer to these documents:

Problem Type

Call control software (CallManager, CallManager Express, ICS7750, SRST, SS7 call agents)

Voice applications (CRS, PA, CCM Plugins, CER, CCC, MeetingPlace, etc.)

Call Control


CallManager User Configuration

Name dialing

Primary extension

Customer Response Solution (CRS) Version

CRS 3.x

Customer Response Solution (CRS) Applications

Autoattendant (AA), Text-to-speech (TTS) or Automatic speech recognition (ASR)

Voicemail, Conference, CRS/IPCC, Autoattendant and TTS/ASR Functions

Autoattendant (AA)

Voice Applications

IP contact center (IPCC) express
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Last update:
‎06-17-2009 10:11 PM
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