Troubleshooting Guide

8-10
Cisco Unified Contact Center Express Servicing and Troubleshooting Guide, Release 7.0(1)
Chapter 8 Troubleshooting Tips
Cisco Unified Communications Manager Automated Attendant Problems
A functional routing point stopped working or the Cisco Unified CME Telephony
subsystem is in partial service
Symptom A functional routing point stopped working or the Cisco Unified CME Telephony subsystem
is in partial service.
Error Message None.
Possible Cause This can happen if some one manually deleted the route point DN on the router side.
Recommended Action Run the configuration validator tool and check for any warning messages. A report
should indicate that there is an RP DN mismatch. Check on the router configuration whether or not the
DN exists or not. If confirmed, then visit the Trigger page and click the update button to fix and recreate
the DN on the router side.
Cisco Unified Communications Manager Automated Attendant
Problems
This section contains the following troubleshooting tips on Cisco Unified Communications Manager
(Cisco Unified CM) Automated Attendant (AA) problems:
• Dial by name does not find the specified server, page 8-10
• Automated Attendant prompt is not played, page 8-11
Dial by name does not find the specified server
Symptom The Cisco Unified CM AA cannot find a user that a caller specifies when dialing by name.
Error Message None.
Possible Cause The extension of the requested user is not valid because the user does not have a primary
extension assigned in Cisco Unified CM, or the ccndir.ini file is missing information.
Recommended Action Complete the following steps:
Step 1 In the Cisco Unified CM 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.
Step 2 On the Cisco Unified CCX server, verify that the ccndir.ini file contains the correct userbase and
profilebase information. For example:
# Base DN for CCN APPS
CCNAPPSBASE "ou=CCN Apps, o=cisco.com"
# CCN Cluster Profile name
CCNCLUSTERPROFILE "johndoe_test"
# Base DN for Users
USERBASE "ou=Users, o=cisco.com"