Troubleshooting Cisco Unified Communications Desktop Client Integrations
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- Rafe Patrick
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1 Troubleshooting Cisco Unified Communications Desktop Client Integrations BRKUCC
2 Agenda
3 Agenda Client Service Framework Architecture Overview UC Client Desktop Troubleshooting Tools Case Studies 3
4 Client Services Framework
5 Cisco Unified Client Services Framework Cisco Soft Client Architecture Cisco Webex Connect Cisco Unified Personal Communicator Cisco UC Integration for Microsoft Cisco UC Integration for RTX Cisco Quad Phone Developer & Integrator SDK Cisco Unified Infrastructure Services 5
6 Cisco Unified Client Services Framework Overview CSF is a common component (i.e. framework) that User Interface applications utilise for Cisco Call Control (softphone and hardphone) on Windows PC platforms. Examples are CUCIMOC, WebEx Connect, CUPC 8.0 etc. CSF itself does not have a visible user interface. It runs as a background process on the local machine. Note: CSF is not a Windows service. CSF is an application that is started by the client application (i.e. CUPC 8.0). CSF s delivers Call Control/IM features/services to client applications in a common, consistent manner among all Cisco CSF enabled applications. CSF provides a SOAP API to its applications to facilitate client user interface development in a variety of languages (.NET, C/C++, Java, etc.). 6
7 Cisco Unified Client Services Framework Cisco Client Application Client Services Framework Media Call Ctrl V-Mail Conf History LDAP 7
8 Cisco Client Services Framework CSF Port Usage Port Protocol Description 69 UDP TFTP 389 TCP LDAP 2748 TCP QBE 5060 UDP/TCP SIP 5061 UDP/TCP Secure SIP 8443 TCP CCMCIP 8191 TCP SOAP Web Service local port UDP Media (RTP) ports Configurable via TFTP download 8
9 Provider Controller Broker Adapter Cisco Client Service Framework Internal Architecture Service Adapters Services Event Adapters When reading CSF logs, it s helpful to understand the basic architecture. Provider Manager Providers 9
10 Provider Controller Broker Adapter Cisco Unified Client Service Frameworks CSF Internal Architecture: Contoller Service Adapters Services Event Adapters The Controller s main function is making sure that another CSF isn t already running (if so, it quits). Provider Manager Providers 10
11 Provider Controller Broker Adapter Cisco Client Services Framework CSF Internal Architecture Service Adapters Services Event Adapters This layer is the northbound CSF interface. This layer uses SOAP to abstract the internal business logic (Services) and data from the client(s), such as CUCIMOC and WebEx Connect. Provider Manager Providers 11
12 Provider Controller Broker Adapter Cisco Client Service Frameworks CSF Internal Architecture Service Adapters Services Event Adapters This layer contains the various CSF Services, which house the business logic of CSF. Example Services include: Audio, Contact, Phone, Conversation, Communication History, Device. Provider Manager Providers 12
13 Provider Controller Broker Adapter Cisco Client Service Framework CSF Internal Architecture Service Adapters Services Event Adapters This layer is the southbound CSF interface. This layer abstracts the Services from the various backend servers and their protocols, as well as the platform/os functions and resources. Provider Manager Providers 13
14 Cisco Unified Client Services Framework How to Restart CSF Use MS Windows Task Manager to terminate CUCSF.EXE CSF will be automatically restarted by its application 14
15 Problem Reporting Tool and Logs
16 Problem Reporting Tool Overview Automatically launched for an unrecoverable error or crash in CUCSF or Client GUI. Manually collect log when user gets an error Single ZIP file containing full information Automatically recover processes Useful Problem Description usually includes: Timestamp, Usernames/DNs, Call Flow, Reproduce Steps, etc 16
17 Problem Reporting Tool Launch Launch PRT from GUI CUCILYNC CUPC Launch PRT from command prompt It is helpful when GUI cannot lunch properly "C:\Program Files (x86)\common Files\Cisco Systems\Client Services Framework\prt\ProblemReportingTool.exe " 17
18 Problem Reporting Tool - Contents Zipped File saved on User s Desktop CUCSF-<username>-<timestamp>.zip Memory Dump Application Configurations Click To Call, CSF, CUPC8 Network Configuration and System Information Registry Keys, User Settings and Historical Data Install Logs & Application Logs 18
19 Problem Reporting Tool Log Level CUCILYNC CUPC Click 19
20 Problem Reporting Tool Log Level Manually set CSF Log Level Windows 7 and Windows Vista: C:\Users\<user>\AppData\Local\Cisco\Unified Communications\Client Services Framework\CSFLogSetting.dat Windows XP C:\Documents and Settings\<user>\Local Settings\Application Data\Cisco\Unified Communications\Client Services Framework\CSFLogSetting.dat Edit file - Change REDUCED to VERBOSE Reduced, Default, Verbose Restart CSF 20
21 Problem Reporting Tool Log Level Manually set CUCILYNC Log Level Windows 7 and Windows Vista: C:\Users\<user>\AppData\Roaming\Cisco\Unified Communications\Cucimoc\config\cisco-uc-client.log4net.config Windows XP C:\Documents and Settings\<user>\Application Data\Cisco\Unified Communications\Cucimoc\config\cisco-uc-client.log4net.config Replace "ERROR" with "DEBUG" 21
22 Problem Reporting Tool Log Level Manually set CUPC log level Stop CUPC.exe and CUCSF.exe Windows 7 and Windows Vista: C:\Documents and Settings\<user>\Application Data\Cisco\Unified Communications\Client Services Framework\userData.properties Windows XP C:\Documents and Settings\<user>\Application Data\Cisco\Unified Communications\Client Services Framework\userData.properties Change parameter CcClient-CUPCDetailedLogging from False to True 22
23 Problem Reporting Tool Log Files CUCILYNC Log Location Windows 7 and Windows Vista: C:\Users\<user>\AppData\Local\Cisco\Unified Communications\Cucimoc\Logs Windows XP C:\Documents and Settings\<user>\Local Settings\Application Data\Cisco\Unified Communications\Cucimoc\Logs uc-client.log CUCIMOC Process and Tab log file 23
24 Problem Reporting Tool Log Files CUPC Log Location Windows 7 and Windows Vista: C:\Users\<user>\AppData\Local\Cisco\Unified Communications\CUPC8\Logs Windows XP C:\Documents and Settings\<user>\Local Settings\Application Data\Cisco\Unified Communications\CUPC8\Logs uc-client.log CUPC process log file 24
25 Problem Reporting Tool Log Files CSF Log Location Core.log CSF log file Windows 7 and Windows Vista: C:\Users\<user>\AppData\Local\Cisco\Unified Communications\Client Services Framework\Logs Windows XP C:\Documents and Settings\<user>\Local Settings\Application Data\Cisco\Unified Communications\Client Services Framework\Logs 25
26 Problem Reporting Tool Log Files VoiceEngine Log Location VoiceEngine*Trace.txt VoiceEngine Binary file Windows 7 and Windows Vista: C:\Users\<user>\AppData\Local\Cisco\Unified Communications\Client Services Framework\Logs Windows XP C:\Documents and Settings\<user>\Local Settings\Application Data\Cisco\Unified Communications\Client Services Framework\Logs 26
27 Problem Reporting Tool Registry Info CSF Client Configuration data location SystemInfo.txt Registry Values section AD Configuration Registry Keys for EDI HKEY_CURRENT_USER\Software\Cisco Systems, Inc.\Client Services Framework\Active Directory AD Configuration Registry Keys for BDI and Others HKEY_CURRENT_USER\Software\Cisco Systems, Inc.\Client Services Framework\AdminData Configuration Published by GPO HKEY_CURRENT_USER\Software\Policies\Cisco Systems, Inc.\Client Services Framework\AdminData 27
28 Cisco UC Integration for Microsoft CUCILYNC, CUCIMOC
29 Cisco UC Integration for Microsoft What is the Cisco Integration for Microsoft The UC Integration provides a Cisco UC client with controls exposed with the Microsoft client interface Provides phone presence to OCS/Lync Supports Microsoft Office Communicator R2 and Microsoft Lync 2010 Runs on Microsoft Windows XP SP3, Windows Vista 32/64bit and Windows 7 32/64bit Provides soft phone audio and video and desk phone control using UC manager call control Visual voic with Cisco Unity or Unity Connection Desktop collaboration using Cisco MeetingPlace and Webex Calling from Microsoft Office, Internet explorer and other applications 29
30 Cisco UC Intgration for Microsoft Feature provided Voice and Video IM and Presence Features CuciLync Lync Audio/Video Conferencing Resource Soft Phone Visual Voic Contact/Buddy List Provide Phone Presence 30
31 Cisco UC Integration for Microsoft Desktop Architecture Cisco UC Tab UI embedded in Lync UI allowing interaction with Cisco UC Integration for Lync Microsoft Office Communicator IM Presence MOC Contacts OCS Address Book Microsoft Outlook Contacts Conversation Folder Cisco UC Integration provides window management, client security, 3 rd Party integration and CSF integration Client Services Framework provides call control, user authentication, Messaging, media etc. UC Tab Window Management MOC API Outlook API Cisco UC Integration for MOC SOAP Services CSF Integration Client Services Framework 3 rd Party API Call Ctrl Media Conf History LDAP 31
32 Cisco UC Integration for Microsoft Microsoft Office Communicator Microsoft Outlook Cisco UC Integration for MOC Media Client Services Framework Call Ctrl V-Mail Conf History LDAP 32
33 Cisco Unified Personal Communicator
34 Cisco Unified Personal Communicator Cisco Unified Personal Communicator Client Services Framework Media Call Ctrl V-Mail Conf History LDAP IM Presence 34
35 Case Study Desk Phone Control
36 We Got a Problem? Desk Phone Control Failed - CUPC 36
37 We Got a Problem? Desk Phone Control Failed - LYNC 37
38 Cisco Unified Client Services Framework Desk Phone Control CSF uses CTI-QBE to connect to UC Manager CTI Server Select a device Initiate phone calls Provide in call functions Terminate calls Monitor Line/Device status Call History CCMCIP service is used to discover User associated devices 38
39 Cisco Unified Client Services Framework CCMCIP flow 39
40 Cisco Unified Client Services Framework CCMCIP flow 40
41 Cisco Unified Client Services Framework CCMCIP flow 41
42 Cisco Unified Client Services Framework Desk Phone Control Function Flow 42
43 Cisco Unified Client Services Framework Desk Phone Control Function Flow 43
44 Cisco Unified Client Services Framework Desk Phone Control Function Flow 44
45 Cisco Unified Client Services Framework Logs Collection CCM Detailed SDI Trace CCM SDL Trace CTIManager SDI Trace CTIManager SDL Trace UC Client Logs 45
46 We Got a Problem Trace Analysis CSF log [DeskphoneProvider] - Exception thrown..unable to create provider user is not authorised 46
![989 CTIHandler::OutputCtiMessage ] CTI](/docs-images/76/73739326/images/47-3.jpg "ProviderOpenCompletedEvent error code=2362179679")
47 WE Got a Problem! Log Analysis CTI Manager SDL logs CtiLoginCheckReq Login = abc CtiLoginCheckRes result=success CtiuserSettingReq muserid = abc CtiuserSettingRes CTI Enabled = Disabled 2012/01/31 12:59: CTIHandler::OutputCtiMessage ] CTI ProviderOpenCompletedEvent error code= description=directory login failed - User not present in Standard CTI Users group. 47
48 We Got a Problem Desk Phone Control - Resolution Standard CTI Enabled 48
49 Case Study Login
50 We Got a Problem? Login Failed 50
51 Got a Problem CUCILYNC CCMIP Login flow 51
52 Got a Problem CUCILYNC CCMIP Login flow 52
53 Got a Problem CUCILYNC CCMIP Login flow 53
54 We Got a Problem? CUPC login flow 54
55 Got a Problem? Login Failed Check Account Status in AD Investigate CM and AD Integration Account is in good status CM and AD Integration is working fine 55
56 Got a Problem Logs Collection UC Clients Logs CCMCIP Logs CUP EPASSoap Logs IMS Logs on CUPs(CUCILYNC)-Tomcat Security IMS Logs on CUCM (CUPC)-Tomcat Security 56
57 Got a Problem Login Failed-IMS Logs searchuserdn: returning dn=cn=abc, ou=tac,dc=cisco,dc=com for user abc javax.naming.authenticationexception: [LDAP: error code : LdapErr: DSID-0C0903AA, comment: AcceptSecurityContext error, data 52e, v1772 ] 57
58 Case Study Softphone Registration
59 We Got a Problem? Soft Phone Registration Failed 59
60 Cisco Unified Client Services Framework SoftPhone and Media Termination The CSF can register to Communications manager as SIP soft phone The CSF includes an audio and video engine providing wide band audio and high definition video. As a Communications manager endpoint it interacts with CM for Configuration CSF will failover to a survivable remote site telephony (SRST) device if UC manager become unavailable Mobility Services (Extension Mobility/Single number reach) 60
61 Cisco Unified Client Services Framework Softphone registration flow 61
62 Cisco Unified Client Services Framework Softphone registration flow 62
63 Cisco Unified Client Services Framework Softphone registration flow 63
64 Cisco Unified Client Services Framework Logs Collection CCM Detailed SDI Trace CCM SDL Trace UC Client Logs 64
65 Got a Problem! Soft Phone Registration Rejected-Core.log SIP/ Not Found CSeq: 132 REGISTER Warning: 399 CUCMPUB01 "Unable to find device/user in database" 65
66 Got a Problem! Trace Analysis CCM SDI Trace getbasicregistrationprofile::init() - failed rc(2) Device=CSFJEZHOU in DB already but cannot register CallManager Pkid(xxxxxxxx) is not a member of Call Manager Group 66
67 Got a Problem Soft Phone Registration Rejection, Core.log ERROR TFTPConfigReader - Error retrieving TFTP file [CSFJEZHOU.cnf.xml] java.io.ioexception: Connection timed out 67
68 Got a Problem Soft Phone Registration Rejected - Solution Block TFTP Enabled = Yes 68
69 Case Study Phone Number Update
70 We Got a Problem? CUCILYNC calling wrong number
71 Cisco Unified Client Services Framework Directory Integration CSF directory support provides directory access for: Searching the LDAP/AD directory Retrieves Contacts, Telephone numbers, org info Reverse phone number lookup CSF provides two directory modules Basic directory integration (as used by 7.1 / 8.0 / 8.5(1)) Enhanced directory integration (EDI) (8.5(2) and later) 71
72 Cisco UC Integration for Microsoft TelePhoneNumber information flow Active Directory Domain Controller Telephone DN Mobile DN Home DN OCS/Lync Address Book Service Distribution of Address book To LYNC Clients 72
73 Cisco Unified Personal Communicator TelePhoneNumber information flow Active Directory Domain Controller UC Manager Telephone DN Mobile DN Home DN Presence Server Distribution of information to CUPC 73
74 Cisco UC Integration for Microsoft Contact Resolution 2 MOC/LYNC Merge LDAP 2 3 OUTLOOK OCS Address Book Active Directory Personal Contacts (if contact SIP URI) Contact Sources Contact found CSF Call to Contact CSF Contact Cache 1 add to cache Contact in Cache Setup call to directory number 74
75 Cisco UC Integration for Microsoft Contact Resolution Incoming Call LDAP 2 Active Directory Number CSF Call from CSF Contact Cache 1 add to cache Number in Cache 75
76 CUCILYNC calling wrong number Check LYNC address book replication Get-CsUserReplicatorConfiguration ReplicationCycleInterval Get-CsAddressBookConfiguration SynchronizePollingInterval 76
77 CUCILYNC calling wrong number Force update for LYNC Update-CsUserDatabase Update-CsAddressBook 77
78 CUCILYNC Calling Wrong Number Verify the result of Synchronisation Event to summarize the synchronisation result 78
79 CUCILYNC Calling Wrong Number Force update for LYNC HKEY_LOCAL_MACHINE\SOFTWARE\Polices\Microsoft\Communicator 0 = Download Immediately 79
80 CUCILYNC Calling Wrong Number Clear Local Cache Exit Lync Delete GalContacts.db and GalContacts.db.idx Windows XP: C:\Documents and Settings\<UserID>\Local Settings\Application Windows Vista and Windows 7 C:\Users\<UserID>\AppData\Local\Microsoft\Communicator\sip_<u sername@domain>\ Restart LYNC 80
81 CUCILYNC Calling Wrong Number Clear CSF Cached data Stop cucimoc.exe and cucsf.exe Delete the communication history file located XP : C:\Documents and Settings\<username>\Local Settings\Application Data\Cisco\Unified Communications\Client Services Framework\Communication Historysip_<username@domain>\ Vista : C:\Users\<username>\AppData\Local\Cisco\Unified Communications\Client Services Framework\Communication History\sip_<username@domain>\ 81
82 Case Study Application Dialing Rule Directory Lookup Rule
83 Case Study Dial Rule Application Dial Rule Dial rules for applications automatically strip numbers from or add numbers to telephone numbers that a user dials. Directory Dial Rule Directory lookup rules transform caller identification numbers into numbers that can be looked up in the directory. 83
84 Case Study Problem Description Problem Description New Configuration Issue exists on all users Customer is using CUCILYNC No dial rule is applied Still using old number in CCM trace 84
85 Application Dialing Rules Example: => =>
86 Directory Lookup Dial Rules Example: 1001 => =>
87 CUCILYNC Dial Rule In CSF Log: Client Service Framework/Local Settings/Logs/Core.log File not found 87
88 CUCILYNC Dial Rule - Preperation Use dialrule-wizard to generate xml format rule files. 88
89 CUCILYNC Dial Rule Verify TFTP Files 89
90 CUCILYNC Dial Rule Verify TFTP Server After Restart TFTP File not found Succeed 90
91 CUCILYNC Dial Rule Verify rule files on PC After restart Lync and Login back CuciLync, Now we can see two Rules.xml files are downloaded from TFTP server File Location: <User Directory>\AppData\Local\Cisco\Unified Communications\Client Services Framework\Config 91
92 CUPC Dial Rule Question Any difference between CUCILYNC and CUPC? In CSF Log: Client Service Framework/Local Settings/Logs/Core.log, It might generate TFTP warning message in the beginning. Please ignore these messages for CUPC!!! 92
93 CUPC Dial Rule Cisco Unified Communications Manager Cisco Unified Presence Server Call Manager Database AXL SOAP Sync Agent IPPM Presence Engine SOAP Cisco Unified Personal Communicator CTI Manager CTI QBE SIP Proxy Registrar ACL CTI-GW 93
94 CUPC Dial Rules CSF Log: Client Service Framework/Local Settings/Logs/Core.log.* Configuration is downloaded from Soap interface on CUPS [CUPSoapProvider] getapplicationdialrules...beginswith=408526;numdigits=10;digitstoremove=8;prefixwith=10;rulepriority=1 [ConfigService] - ApplicationDialRules: BeginsWith=408526;NumDigits=10;DigitsToRemove=8;PrefixWith=10;RulePriority=1 [ConfigService] - DirectoryDialRules: BeginsWith=1;NumDigits=4;DigitsToRemove=2;PrefixWith= ;RulePriority=1 Directory Lookup Rule is applied on DN 1000, Preferred Num becomes: [DialRules] - Number: 1000 found a matching rule: BeginsWith=1;NumDigits=4;DigitsToRemove=2;PrefixWith= ;RulePriority=1 preferredphonenumber=[ : BUSINESS]] 94
95 CUPC Dial Rules When user try to call , DN is transformed into 1014 [PhoneService] - Application Dialing Rules applied to: ' '. Resulting in: '1014'. SIP Invite is sent out with updated DN number [SIP (C++)] -- Start of SIP Message --INVITE sip:1044@cucm-pub SIP/2.0 95
96 Case Study Desktop Collaboration
97 Case Study Desktop Collaboration Meeting Place 7 Meeting Place 8 with Webex 97
98 Desktop Collaboration Problem Description Symptom: End User cannot Start Meeting, Button is gary. Problem Description with more details New Installation or Working Environment Single User or Multiple Users Start Meeting from Web Interface manually Server Status Problem Report 98
99 Desktop Collaboration Server Status Possible Reasons: Configuration Error Network Connection Firewall Certificates MeetingPlace/WebEx side Rule out causes by detailed problem description 99
100 Desktop Collaboration Configuration Conferencing Server Conferencing Profile 100
101 Desktop Collaboration Browse log file Client Service Framework/Local Settings/Logs/Core.log WebConfAdapter WebConfService ProviderManger WebConfProvider EventAdapter Provider Web Conf server connection NOT validated. 101
102 Provider Controller Broker Adapter Cisco Client Service Framework Internal Architecture Service Adapters Services Event Adapters When reading CSF logs, it s helpful to understand the basic architecture. Provider Manager Providers 102
103 Desktop Collaboration Result Tentative Conclusions: CUPC is functioning correctly, the issue is relating to HTTPS connection between CUPC and Conferencing Web Server. Further Action Plan: Network : Wireshark Packet Capture Firewall and Windows Policy: Rules and Privilege Troubleshoot and collect Lumberjack Log from MeetingPlace WebServer 103
104 Summary Reviewed CSF Architecture Useful tools and commands for Troubleshooting Detail Message Flows for Logical Troubleshooting Case Study with Trace Analysis 104
105 Cisco Unified Client Services Framework Cisco Client Application Client Services Framework Media Call Ctrl V-Mail Conf History LDAP 105
106 Summary Reference Documentation Cisco Presence 8.6 Deployment Guide: ment/guide/cup_deploy.html Installation Guide for CUCILYNC _install.html 106
107 Q & A
108 Complete Your Online Session Evaluation Complete your session evaluation: Directly from your mobile device by visiting and login by entering your username and password Visit one of the Cisco Live internet stations located throughout the venue Open a browser on your own computer to access the Cisco Live onsite portal Don t forget to activate your Cisco Live Virtual account for access to all session materials, communities, and on-demand and live activities throughout the year. Activate your account at any internet station or visit 108
109 109
110 Appendix
111 Information obtained from LYNC/MOC 111
112 Information from LYNC Right Click to Call 112
113 Contact Resolution Outgoing call via URI 113
114 Contact Resolution Outgoing call via URI 114
115 Contact Resolution Outgoing call via URI 115
116 Contact Resolution Outgoing call via DN 116
117 Contact Resolution Outgoing call via DN 117
118 118
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