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Troubleshooting User Migration Issues in CUPS 8.x

 

 

Introduction

 

This document describes the errors while migrating the users.

 

Overview of Integration

 

Cisco Unified Presence allows enterprise users to control their Cisco Unified IP Phone through Microsoft Office Communicator, a third party desktop IM application. The Microsoft Office Communicator client for this integration can run on either Microsoft Live Communications Server (LCS) 2005 or Microsoft Office Communications Server (OCS) 2007.

 

 

integration.jpg

 

 

 

Microsoft Office Communicator sends session-initiating requests to the CTI Gateway on Cisco Unified Presence to control Cisco Unified IP Phones registered in Cisco Unified Communications Manager, as illustrated in figure above.The CTI Gateway forwards the requests to the CTI Manager on Cisco Unified Communications Manager. TheCisco Unified Communications Manager returns the events to the Microsoft Office Communicator application using the same path in the opposite direction.

 

Cisco Unified Presence supports CTI connections with up to eight Cisco Unified Communications Manager nodes; you can configure up to eight CTI connection addresses on Cisco Unified Presence.Microsoft Office Communicator sends session initiating requests to Cisco Unified Presence. These requests are routed in a round-robin sequence to the CTI connection addresses configured on Cisco Unified Presence.

 

 

When the CTI Gateway on Cisco Unified Presence starts, it connects to all CTI connection addresses in the configured list, and monitors these connections by sending periodic heartbeat messages. When a Microsoft Office Communicator user signs in,Microsoft OCS sends a SIP INVITE request with a CSTA body to the CTI Gateway to monitor the Cisco Unified IP Phone for the user. The CTI Gateway creates a session for that Microsoft Office Communicator user, and uses the load balancing mechanism to send session initiating requests from that user to any of the CTI connection addresses.Once the CSTA application session is established, Microsoft Office Communicator and CTI Gateway exchange a sequence of SIP INFO messages for activities such as monitoring devices, making calls, transferring calls, or changing the status of controlling devices. This message exchange is sent over the same CTI connection address with which the initial session was established.If connection to any of the CTI Managers fails, outbound call requests from Microsoft Office Communicator are returned until the connection comes back into service. If a Cisco Unified Communications Manager node is down, the CTI Gateway will make periodic attempts to re-establish a connection to it. When the Cisco Unified Communications Manager node comes back in service, the CTI Gateway will reconnect to it and monitor the connection. In this case, when Microsoft OCS sends an (in-session) SIP INFO request, the CTI Gateway will have a different CTI Manager connection ID because of a new connection.Microsoft Office Communicator sends a new SIP INVITE message, but the Microsoft Office Communicator user is not required to sign in again.

 

Tools for User Migration Process

 

Cisco provides the following tools to aid the user migration process from LCS/OCS ( Live Communication Server (LCS)/Office Communication Server (OCS) server to Cisco Unified Presence:-

 

Export Contact List tool—allows you to export contact lists in bulk from LCS/OCS for migrating users

 

Disable Account tool—allows you to disable the LCS/OCS account of migrating users

 

Delete Account tool—allows you to delete migrating users from LCS/OCS so that presence requests for these users are later routed to Cisco Unified Presence

 

These user migration tools can be collectively downloaded as a zip file from the Cisco Unified Presence Download Software page on cisco.com.The zip file contains the three tools and a text file called version.txt. The text file contains the current version number of the tools and must be saved in the same folder as the tools. If the tools are stored in different folders, you must store a copy of the text file in each location. If the text file is not in the same folder when you run a tool, you will receive an error and the tool will not run.

 

 

Error:- Application failed to initialize properly—error occurs when running any of the user migration tools

 

Resolution:

 

Each of the User Migration tools that Cisco provides requires that at least version 1.1 of the .NET Framework is installed on the server from where you are running the tool. Check to ensure that .NET 1.1 or higher is installed on your server.

 

Error:- Export Contact List tool—log summary shows several users as not found

 

Resolution:

 

  • If you are using a Cisco Unified Presence exported file as the input, check that the correct domain is being used for the -d/ parameter and that there are no typographic errors in the file.

 

  • If you are using a SIP URI file as the input, check that the users are valid (exist in Active Directory [AD] and LCS/OCS) and that they are entered correctly in the input file with the "sip:" prefix.

 

  • If you are not using a Cisco Unified Presence exported file or a SIP URI file as the input, or if you are using the OU input file, the user accounts are most likely disabled in AD. Reenable the user accounts and run the tool again.

 

Error:- Export Contact List tool—tool does not show the progress bar and does not produce an output file of exported contacts when run in Normal mode

 

Resolution:

 

1.     Check for the following error in the Export Contact List log: "Unable to connect to LDAP using IP/FQDN/Hostname: [some_ip_or_hostname]."

 

a. If the error exists, check that the address supplied for the Active Directory (AD) server is correct.

b. If the address supplied is valid, then ping the AD server to check that there is network connectivity between it and the LCS/OCS server.

c. If there is connectivity, ensure that the user has the required privileges to access the AD server.

 

2. Check for the following error in the Export Contact List log: "Failed to open file...."

 

a. If the error exists, the filename used for the -f/ parameter is misspelled or invalid.

b. Check also that the input file does not contain spaces or special characters in its filename.

 

 

Error:- Disable Account tool—log shows "Unable to connect to LDAP using IP/FQDN/Hostname"

 

Resolution:

 

1.     Check that the address supplied for the Active Directory (AD) server is correct.

 

2. If the address supplied is valid, ping the AD server to check that there is network connectivity between it and the LCS/OCS server.

 

3. If there is connectivity, ensure that user has the required privileges to access the AD server.

 

 

Error:- Delete Account tool—unable to find the LCS/OCS database or SQL server instance

 

Resolution:

 

 

1. The Delete Account tool must be run against each database instance (OCS) and SQL server instance (LCS) to ensure that the account is correctly deleted.

2. For OCS, follow these steps to find the database instance for each server/pool:

a. On the OCS management console, select the pool name under the Enterprise Pools (Enterprise Edition) or the server name under StandardEdition Servers (Standard Edition).

b. In the right pane, select the Database tab.

c. The database instance name is the first item under General Settings.

3. For LCS, follow these steps to find the SQL server instance for each server/pool:

 

a. Select the pool name under Forest > Domains > [domain name] > Live Communications servers and pools > [pool name].

b. In the right pane, select the Status tab.

c. The first item is the SQL server instance.

 

 

Error:- Delete Account tool—log shows "Error while connecting to SQL Server"

 

Resolution:

 

1. Check the Delete Account tool logs to see the reason for this error. If the error is "The user is not associated with a trusted SQL Server connection", the user running the tool does not have the required privileges to write to the LCS/OCS database.

 

2. Rerun the tool with a user account that has the required privileges.

 

Error:- BAT Contact List Update—uploaded contact list file not in drop-down list

Resolution:

 

1. Select Cisco Unified Presence Administration > Bulk Administration > Upload/Download Files and select Find.

2. Check that the file exists and that its function type is Import Users' Contacts - Custom File.

3. If a file exists with the incorrect function type, delete the file. If you deleted the file, or there is no file, upload the file again and ensure that its target is Contact Lists and its transaction type is Import Users' Contacts - Custom File.

 

 

Error:- BAT Contact List Update—no log file exists on results page after BAT job

Resolution:

 

If the log for the BAT import contacts job is missing from the job result page, the BAT job was run from a subscriber node. The log is accessible only from the publisher node. Sign in to Cisco Unified Presence Administration on the publisher node to view the log.

 

Error:- BAT Contact List Update—a user's contacts are not imported during BAT job

 

Resolution:

 

1. Check the job results log file for any specific errors.

2. Ensure that the user is licensed for Cisco Unified Presence.

3. Ensure that the user is assigned to a node within this cluster.

4. Ensure that the contact's domain is valid.

 

 

Error:- BAT Contact LIST Update-a user's contacts are partially imported during BAT job.

 

Resolution:

 

1.Check the job results log file for any specific errors.

2. Ensure that the missing contacts are in a valid format in the CSV file.

3. Check that the user's number of contacts does not exceed the Maximum Contact List Size on the system.

4. Check that the user's number of watchers does not exceed the Maximum Watchers on the system.

 

 

 

Error:- BAT Contact List Update—no contacts are imported during BAT job

Resolution:

 

1. Check the job results log file for any specific errors.

2. Ensure that the import file is in a valid format.

3. Ensure that all the users are licensed for Cisco Unified Presence.

4. Ensure that all the users are assigned on the local cluster.

5. Ensure that the Cisco UP Presence Engine service is running on all nodes within the cluster.

 

 

 

Error:-Migrating users appear with a state of "Status Unknown" or "Presence Unknown" to Microsoft Office Communicator users during the migration process

 

Resolution:

 

1. Request Microsoft Office Communicator users to sign out and sign in again.

 

After the migrated contacts are imported into Cisco Unified Presence, Microsoft Office Communicator users do not see presence for these contacts until they have signed out and back in to their Microsoft Office Communicator clients.

 

3. If the problem persists, ensure that the migration steps were correctly followed,as defined

 

Verify that the updates that were applied by the Disable Account tool were synchronized to LCS/OCS before you ran the Delete Account tool.

Ensure that you ran the Delete Account tool on all LCS/OCS Standard Edition servers or Enterprise Edition pools.

If these steps were not performed correctly, then repeat to resolve this issue as follows:

Run the Disable Account tool

Verify that the AD updates made by the Disable Account tool have synchronized to LCS/OCS

Run the Delete Account tool

 

4. If migrated contacts are still appearing with a state of "Presence Unknown" there may be an issue with the integration between Cisco Unified Presence and LCS/OCS.

 

Related Links

Troubleshooting CUPS

 

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