Fixing Problems with IP Phone Services

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1 Fixing s with IP Phone Services Document ID: Contents Introduction Prerequisites Requirements Components Used Conventions Change the URL Services in Cisco CallManager Reset the TFTP Server Reset Your IP Phones HTTP error [11] When Pressing the Services or Directory Button on the IP Phone HTTP 500 Internal Server Error When Pressing the Services Button on the Cisco IP Phone IP Phone Services Receive HTTP Error [404]! Phone Button Service URLs (SURL) Does Not Work for Certain URLs Related Information Introduction If you confront an issue where you cannot access any IP phone services from your IP phone or, if you receive the error message Host not Found when you press the Services button on the IP phone, you might have problems with the Services URL. The Services URL might contain your server name or the wrong IP address. Therefore, your IP phones cannot resolve and access any services. This document describes how to resolve most issues with IP phone services. Follow all directions in order. If you continue to have issues, contact Cisco Technical Support. Prerequisites Requirements There are no specific requirements for this document. Components Used The information in this document is based on these software and hardware versions: Cisco CallManager versions 3.0.5/4.x Cisco Unified Communications Manager versions 5.x/6.x/7.x/8.x Cisco 7900 Series IP Phone

2 The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command. Conventions Refer to the Cisco Technical Tips Conventions for more information on document conventions. Change the URL Services in Cisco CallManager Complete these steps to change your Services URL in Cisco CallManager. This URL is the same URL that your IP phones need to access any services. 1. Access your Cisco CallManager Administration menu and select System > Enterprise Parameters. 2. Select URL Services and check its value field. If this field contains your Cisco CallManager name, change it to its IP address. If this field contains an IP address, make sure that it is the same as your Cisco CallManager IP address.

3 3. Note: Change only the server IP address. The path must be the same. After you make these changes, click Update. The new URL value should have your Cisco CallManager IP address. In this example, the Cisco CallManager name My_app_server is changed to its IP address After you change the URL Services value, reset the TFTP server and IP phones. The IP phones request their TFTP information from the TFTP server, and the new URL is delivered to the phone at boot time via TFTP.

4 Note: Every time that you add a new service in your Cisco CallManager, make sure to use the IP address of the server where the IP phone services reside. Select Service > IP Phone Services to check every added IP phone service. Reset the TFTP Server Complete these steps to reset your TFTP server in Cisco CallManager. 1. Select Service > Control Center in your Cisco CallManager Administration menu. 2. Click on your Cisco CallManager name or IP address. 3. Click Stop next to Cisco TFTP. You should see a square icon. 4. Click Start next to Cisco TFTP. You should see a triangle icon that indicates that the service is running. Note: If you have more than one Cisco CallManager, follow steps 1 through 4 for every Cisco CallManager.

5 Reset Your IP Phones Once you have reset the TFTP server in all Cisco CallManager servers, you need to reset your IP phones. You can reset your IP phones one by one or through your Cisco CallManager Administration. Caution: If you reset all your IP phones through your Cisco CallManager, all your live phone calls are dropped. Make sure to perform this activity while the system is not in production. 1. Select System > Cisco CallManager and choose your Cisco CallManager name or IP address. 2. Click Restart Devices. Note: If you have more than one Cisco CallManager, follow steps 1 through 2 on every Cisco CallManager.

6 Once this is done in all Cisco CallManager servers, you should be able to access any services from any IP phone. Note: You might also need to make sure that port 80 is reachable from the phone's subnet. PIX Firewalls have been known to create the Host Not Found error message. Also, make sure that the user has a primary extension selected in the User Configuration > Device Association window. HTTP error [11] When Pressing the Services or Directory Button on the IP Phone When the user presses the Services button or Directory button, the HTTP error [11] message is displayed on the Cisco IP phone. In order to resolve this issue, you might need to reset the IP phone to factory defaults as described in Resetting 7900 Series IP Phones to Factory Defaults. HTTP 500 Internal Server Error When Pressing the Services Button on the Cisco IP Phone If you receive the HTTP 500 error, it means your web server encountered an unexpected condition that prevented it from fulfilling the request by the client. In the scenario where you receive the error while pressing the Services Button on the Cisco IP Phone, the web server which is used for services is running on the Cisco CallManager Publisher (by default).

7 Complete these steps on the Cisco CallManager server in order to resolve the issue: 1. Run the iisreset command from the command prompt in order to restart the IIS service. 2. Restart the Cisco Tomcat service from Start > Programs > Administrative Tools > Services. IP Phone Services Receive HTTP Error [404]! After Cisco CallManager is upgraded from 4.x to 5.x, the Fast Dial and Personal Address Book services fail to work, and the HTTP error [404]! error appears. This is due to a design change in Cisco Unified Communications Manager 5.x. Until Cisco CallManager 4.2, the Personal Address Book (PAB) and Fast Dial are composed of these: a set of web pages an IP Phone Web Service an ActiveX object a library In Cisco CallManager 5.0, the IP Phone Web Service is converted from Active Server Pages to JavaServer Pages. Until Cisco CallManager 4.2, Personal Directory is a subscribed IP Phone Service. That is, an administrator must provision the PD IP Phone Service prior to a user subscribing to it. After the IP Phone Service is provisioned correctly, a user must subscribe to the service. For Cisco Unified Communications Manager 5.x, Personal Directory is not a subscription service. This eliminates the administrator from having to provision the service. Personal Directory is a directory that appears when the Directories icon is pressed. This is also documented by Cisco Bug ID CSCso28287 (registered customers only). The Fast Dial and PAB are now under the Personal Directory section. Therefore, in order to resolve this issue, choose Directories > Personal Directory > Login on the phone, and use the user ID and PIN. The Fast Dial and PAB appear. Make sure that you use the correct case for the user ID and PIN since they are case sensitive. Phone Button Service URLs (SURL) Does Not Work for Certain URLs When you try to use an internal URL as an SURL on a 79xx SCCP phone that runs firmware 9 0 3S or 9 1 1SR1, it does not work. Internal URLs include Missed Calls, Intercom, and Voic , they'll have a URL configured as "Application:Cisco/". Standard URLs such as will still work correctly as SURL buttons on all firmware versions. This issue is documented in Cisco Bug ID CSCtq18230 (registered customers only).

8 As a workaround, access the service from the Services button on the phone or downgrade the phone firmware to 9 0 2SR2 or earlier. Related Information Voice Technology Support Voice and Unified Communications Product Support Troubleshooting Cisco IP Telephony Technical Support & Documentation Cisco Systems Contacts & Feedback Help Site Map Cisco Systems, Inc. All rights reserved. Terms & Conditions Privacy Statement Cookie Policy Trademarks of Cisco Systems, Inc. Updated: Oct 28, 2011 Document ID: 13959

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