Cisco Unified Communications Manager Automated Attendant Problems; Dial By Name Does Not Find The Specified Server; Automated Attendant Prompt Is Not Played - Cisco Unified Contact Center Express Servicing And Troubleshooting Manual

Chapter 8 Troubleshooting Tips
Cisco Unified Communications Manager Automated Attendant
problems
This section contains the following troubleshooting tips on Cisco Unified Communications Manager
(Unified CM) Automated Attendant (AA) problems:
•
•

Dial by name does not find the specified server

Symptom
caller specifies when dialing by name.
Error Message None.
Possible Cause
Recommended Action
In the Cisco Unified Communications Manager User Information web page, verify that the user has an
Step 1
entry in the AutoAttendant Dialing field, that the User record has an associated phone, and that the
Primary Extension radio button is selected.
On the CRS server, verify that the ccndir.ini file contains the correct userbase and profilebase
Step 2
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"

Automated Attendant prompt is not played

Symptom
Error Message None.
Possible Cause
Recommended Action
Management. Click the Upload New Prompts link to upload the Welcome prompt.
Dial by name does not find the specified server, page 8-9
Automated Attendant prompt is not played, page 8-9
The Cisco Unified Communications Manager Automated Attendant cannot find a user that a
The extension of the requested user is not valid because the user does not have a primary
extension assigned in Cisco Unified Communications Manager, or the ccndir.ini file is missing
information.
Complete the following steps:
The Cisco Unified Communications Manager Automated Attendant prompt is not played.
An incorrect welcome prompt is specified in the welcomePrompt field in the Cisco Script
Application web page.
From the CRS Administration web page, choose Applications > Prompt
Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)

Cisco Unified Communications Manager Automated Attendant problems

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