Manual

Appendix 1 - Troubleshooting
MOC client fails to update status information
If a MOC client is started before the presence server is enabled, the MOC client may need to be
logged out and logged back in again before it will display the correct presence information.
Check for errors
Che
cking for presence problems should be carried out in the same way as checking for errors with
calls: check the event log (available from the web browser) and the syslog 1 log. If there are still
problems, trace the SIP messaging using syslog 2.
TLS Neighbor zone to OCS is active, and messaging gets sent
from Cisco VCS to OCS, but OCS debug says OCS fails to open
a connection to Cisco VCS.
The Local host name and Domain name fields must be configured in the Cisco VCS
System configuration > DNS page so that Cisco VCS can use the Cisco VCS hostname (rather than
IP address) in communications. OCS requires use of Cisco VCS hostname in order to open a TLS
connection to the Cisco VCS.
OCS initiated call fails to connect
If a call fails to connect, check that the endpoint, IP Gateway, MCU or ISDN Gateway is NOT in
Microsoft mode; ensure that it is in Standard or Auto mode. (From a netlog 2 trace, an indication that
the device is in Microsoft mode is the presence of a “proxy=replace” field in the contact header of the
OK from the device.)
Call connects but clears after about 25 seconds
If a call connects but almost immediately clears, this is likely to be because the ACK to the OK is not
getting through.
Cisco VCS to OCS calls fail – DNS Server
Cisco VCS needs to have details about DNS names of OCS pools etc, and so needs to have one of its
DNS entries set to point to the OCS’s DNS server. (On Cisco VCS go to System configuration >
DNS, and check the DNS server address).
Cisco VCS to OCS calls fail - HLB
If the OCS has FEPs with an HLB in front, ensure that the Cisco VCS is neighbored with the HLB. If it
is neighbored with an FEP directly, trust for Cisco VCS will be with the FEP. Cisco VCS will send call
requests to the FEP, but the FEP will record-route the message such that the ACK response should
be sent to the HLB. The ACK sent to the HLB gets rejected by OCS, so OCS clears the call after the
SIP timeout due to the FEP not seeing the ACK.
(Calls MOC – registered to the FEP – to Cisco VCS may still work.)
Calls between MOC and an endpoint that is not registered to the OCS
gateway Cisco VCS clear shortly after connecting
Check that Call routed mode is set to Always on the VCS configuration > Calls page.
Cisco VCS Deployment Guide: Microsoft OCS 2007 R1 and R2 and Cisco VCS X5.2 Page 66 of 92