Phones showing status unknown

[Tonia K]

phones in the gui do not show a status.

[Anon]

Hi Tonia,

assume you talk about Cisco phones, right? Do they show "unknown" or nothing? Unknown comes from the CUCM telling that the phone is not registered anymore for a very long time. Does this not match what you see on the CUCM? Or could it be that you see some analog phones because as far as I know these also don't provide a status as not them but the analog gateway talks to the CUCM.

[Tonia K]

I did check in the CUCM and they are showing registered. no they are not analog.

[Anon]

Hi Tonia,

Prognosis polls the Cluster database for the number of extensions then uses SNMP to capture the phones status. It may be that the SNMP community string used for the cluster may not be the same string applied to all devices. Can you validate your SNMP string is the same across the publisher and Subscribers? If so then the next step would be to log a case with IR support to assist in troubleshooting SNMP access for Prognosis.

[Anon]

One other question. Do all the phones show as "Status Unknown" or only a percentage of phones? This could help narrow down if only a subset of phones showing unknown are registered to a specific subscriber.

Thanks!
Randy

[Tonia K]

It is all of them. I am wondering if it matters if they are SCCP or SIP?

[Anon]

HI Tonia,

maybe then SNMP doesn't work at all. Can you make sure that SNMP requests are answered?
You could use a wireshark on the Prognosis server for port 161 UDP to your CUCM servers.

Also can you make sure the performance rate is set to 80?


Procedure
From the CUCM Administration Console.

Step 1 Open the Cisco Unified CM Administration home page.
(Go to the Navigation box in the top right corner and select the 'Cisco Unified CM Administration' option then click the Go button)

Step 2 From the menu panel select:

System > Enterprise Parameters

The 'Enterprise Parameters Configuration' page will open.

Step 3 Scroll down to the CCM Web Services Parameters section.

Step 4 Change the 'Allowed Performance Queries per Minute' parameter to 80.

Step 5 Click the Save button then restart the Cisco Tomcat service on all nodes for the change to take effect. Do this for every CUCM server in the Cluster by logging into the CLI (Command Line Interface), typically using a SSH session, and run the command:

utils service restart Cisco Tomcat

[Anon]

Hi Tonia,

SCCP or SIP would not make a difference to Prognosis as we use SNMP to poll status of each. If we are showing all as unknown then there is an SNMP issue between Prognosis and the Cisco environment somewhere.

Can you go to your CallManager serviceability page and verify the following setup?
http://help.prognosis.com/docs/PMSI6I4NCH6YOHXXKYMO5XYOO5MAT6ZS62VHCTA/Prognosis_11-2/mergedProjects/Unified_Communications/HTML_Files/Cisco_UCM/Configuration/CUCM5_SetSnmpCredentials.htm

Once verified we can re-enter the SNMP community string details into Prognosis which hopefully will resolve the issue.

Thanks,
Randy

[Tonia K]

SNMP is set up correctly. I will suggest the parameter change listed above. Is that specifically for SCCP phones?

[Anon]

No, it applies to all Cisco phones registered to the subscribers.
One item to note is that the SNMP community string should be the same on the Subscribers as it is on the publisher. If they are different then they can cause issues similar to what you are seeing.

Randy