Troubleshoot Webex Cloud-Connected UC
Use this article to resolve issues that might occur when you are using the Webex Cloud-Connected UC Telemetry and Analytics service.
Address Technical Issues
This article lists out how to address user interface issues while onboarding a node, or using Analytics charts, or troubleshooting Unified CM call signaling issues.
User Interface Issues During Onboarding
Issue |
Resolution |
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Under Services in the Control Hub, unable to view the UC Management tile. |
Ensure that you’ve the right roles (that is, UC Admin) and entitlements. |
Save Button on the Create Agent Install File window is disabled. |
Ensure that you've entered data in all the mandatory fields on this window. |
Unable to create Cluster Group. |
Contact Cisco TAC support. |
Success message is not generated when an Agent Install file is created. |
Check your internet connection and confirm that's working. |
Token in the HTTP Proxies field of the Create Agent Install File window appears in red. |
Ensure that you've entered a valid proxy URL. |
Download button is disabled on the UC Management window or the My First Agent screen. |
The Agent Install file may take up to 2 minutes to be created. After the agent cop file is created, refresh the page so that the Download button is enabled. If the Download button remains disabled after 5 minutes, contact Cisco TAC support. |
Cluster Group Status shows |
Contact Cisco TAC support. |
Cluster Group Status shows |
Download and install the Agent Install file. |
Cluster Group Status shows |
Contact Cisco TAC support. |
Cluster Group Status or Node Status shows |
|
Node status in Telemetry Inventory shows |
This indicates telemetry module installation or upgrade has failed. Contact Cisco TAC support. |
Node status in Analytics Inventory shows |
If you've configured an extra proxy, it would take approximately 1.5 hours for the telemetry module to set up the working proxy and change the node status to online. If the node continues to remain offline after 1.5 hours, contact Cisco TAC support. |
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Node status shows |
This indicates that the node is incorrectly configured. Contact Cisco TAC support. |
Analytics User Interface Issues
When you click the Analytics tab in the Control Hub, you can view the Analytics UI.
Issue |
Resolution |
---|---|
Connected UC tab doesn't appear after Control Hub sign-in. |
The role, scope, or entitlement that's assigned to you could be incorrect or insufficient. Contact Cisco TAC support. |
When you click the Connected UC tab, 403 Forbidden message is displayed. |
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Analytics page is not loading for incognito mode in Chrome. |
Go to Allow all cookies. For other browsers, enable cookies using the relevant menu options. and select |
Charts are not loading on the Analytics UI. |
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In the Analytics UI, some of the charts don't have any data. |
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Charts on the Analytics UI do not display data. |
Check if the telemetry service is stopped. |
Charts on the Analytics UI display incorrect data. |
Contact Cisco TAC support. |
Call Failure Analysis chart in the Service Experience category doesn't show any failure data. |
In the Unified CM service parameters, check if CDR Log Calls with Zero Duration Flag is enabled for all Unified CM nodes. If it isn't enabled for all nodes, ensure that you enable it. |
Analytic charts and Download reports don't show the User ID or URI or DN. |
The charts and download reports are populated with User ID, or URI, or phone number information only if you have accepted the Data Collection agreement. Check if you've accepted the Data Collection agreement. |
Calling Number and Called Number charts are empty. |
Check if you've accepted the Data Collection agreement. |
Service Experience doesn't show any data for the searched User ID, but the endpoint that is controlled by this User ID has made calls. |
Unified CM doesn't send the User ID in CDR unless the User ID is configured as Owner User ID in the page of Unified CM. Check if this device is assigned with the appropriate User ID. For more information regarding configuring the Owner User ID, refer to Add a Collaboration Mobile Convergence Virtual Device section of the Administration Guide for Cisco Unified Communications Manager for your version of Unified CM. |
Troubleshooting User Interface Issues
When you click the Troubleshooting tab in the Control Hub, you can view the Troubleshooting UI.
Issue |
Resolution |
---|---|
Unable to view troubleshooting data under Connected UC tab. |
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What to do next
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For information about how to onboard on-premises devices to Webex Cloud-Connected UC, see Set Up Webex Cloud-Connected UC for On-Premises Devices.
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For information about Webex Cloud-Connected UC Analytics, see Analytics for Your Webex Cloud-Connected UC.