We upgraded recently to 4.1 and the receptionists are now reporting that at least once a day a call comes into the attn console program on their PC and the call control button "freezes" grays out on the Program and they can't answer or trn the call.They shut the program down and restart it and the call is still stuck there.They need to re-boot their machines and re-launch the program to clear the call.Has anyone heard of this problem??Thanks in advance.
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4.1 attendant console
- Thread starter jimeec
- Start date
You could try reinstalling the JTAPI program. Does it happen at certain parts of the day? Is there any network issues that are preventing the keep alives to the Call Manager to be sent and recieved properly?
Do the phones re-register or is it just the Attendant Console that crahes?
Do the phones re-register or is it just the Attendant Console that crahes?
This may sound like a dumb question, but you did upgrade the Attendant Console software to the latest version off the server, correct?
Also, what exact version - 4.1.2 or 4.1.3 plus any ES's or SR's - are you running (it makes a difference in the Attendant Console version)?
You can verify what version of Attendant Console you are running by going to one of the Attendant Console machines, go to the Help menu, and click "About Cisco CallManager Attendant Console." It will tell you the Console version (what's running on the PC) and the Server version (what version of the software package is available for installation on the server).
For example, we're running CCM 4.1.3 SR2, AC version 1.4.1 ES9.
I know that there was a bug with a call freezing/staying on the screen in one of the older versions of the Attendant Console software; it's easy enough to upgrade the PC's with the latest version and see if that fixes the problem. If not, as askb implies above, you may have a network issue if your phones are resetting when the Call Control goes down.
TMH
Also, what exact version - 4.1.2 or 4.1.3 plus any ES's or SR's - are you running (it makes a difference in the Attendant Console version)?
You can verify what version of Attendant Console you are running by going to one of the Attendant Console machines, go to the Help menu, and click "About Cisco CallManager Attendant Console." It will tell you the Console version (what's running on the PC) and the Server version (what version of the software package is available for installation on the server).
For example, we're running CCM 4.1.3 SR2, AC version 1.4.1 ES9.
I know that there was a bug with a call freezing/staying on the screen in one of the older versions of the Attendant Console software; it's easy enough to upgrade the PC's with the latest version and see if that fixes the problem. If not, as askb implies above, you may have a network issue if your phones are resetting when the Call Control goes down.
TMH
- Thread starter
- #4
This forum is great.I always post here 1st then put in my case with Cisco and you all always get back to me 1st!the versions are below.I can't imagine 1.4 is the latest.we had a consultant company perform our upgrades and they said they upgraded the Attn consoles as well.i have only been working with this product for 6 mo.Can you tell anything from the info below??Thanks again.
Console Version: 1.4 (1ES5)
Server Version : 1.4 (1ES9)
Console Version: 1.4 (1ES5)
Server Version : 1.4 (1ES9)
Console Version: 1.4 (1ES5) was in version 4.1.3 SR1 the Engineering Special 25 and under, I believe.
Server Version : 1.4 (1ES9) is in version 4.1.3 SR2, and is in Engineering Specials 25 and above.
It looks to me like your consultant did not upgrade the Attendant Console machines, other wise your Console version and Server version would match; they would look like this:
Console Version: 1.4 (1ES9)
Server Version : 1.4 (1ES9)
ES9 is the latest version contained in SR2; I just did the SR2 update last week, and updated all our Attendant Console versions to ES9. ES5 was the version that was in SR1 for 4.1.3, I believe.
Upgrading the Attendant Consoles is very easy. Do exactly what I suggested in my previous post - Go to Help menu, and click "About Cisco CallManager Attendant Console." There should be an Upgrade button right below the Console and Server versions (if the versions matched, there would be no Upgrade button). To upgrade, just click the upgrade button. A message will appear that says the old version must be uninstalled before the new version is applied - just click OK. It will automatically uninstall the old version and install the new version for you. When it's finished, manually open up the Attendant Console program and make sure your Call Control comes up and your line status is working (just two things I always do when I upgrade our Attendant Consoles), and place a test call to and from the Console. And that's it - you're done. The process is pretty painless.
As a side note, every time major updates are performed on the CallManager software, there's usually a new version of Attendant Console, BAT, CAR, etc. You can check the release notes for the upgrade/update and see what versions are being installed, and compare them to what you actually have, to see if any of them needs to be upgraded after the CCM software upgrade/update.
Now, if after you update the Attendant Consoles you're still having the same issue, I would check the CallManager Event Logs and see if you're seeing failover/failback messages (things like Transient Connection Attempt errors for the phones attached to your Attendant Consoles). If you're having a network issue/connection issue with your phones on the Consoles, updating the Attendant Consoles isn't going to help that. But, it's always a good idea to update all applications after you do an upgrade/update.
TMH
TMH
Server Version : 1.4 (1ES9) is in version 4.1.3 SR2, and is in Engineering Specials 25 and above.
It looks to me like your consultant did not upgrade the Attendant Console machines, other wise your Console version and Server version would match; they would look like this:
Console Version: 1.4 (1ES9)
Server Version : 1.4 (1ES9)
ES9 is the latest version contained in SR2; I just did the SR2 update last week, and updated all our Attendant Console versions to ES9. ES5 was the version that was in SR1 for 4.1.3, I believe.
Upgrading the Attendant Consoles is very easy. Do exactly what I suggested in my previous post - Go to Help menu, and click "About Cisco CallManager Attendant Console." There should be an Upgrade button right below the Console and Server versions (if the versions matched, there would be no Upgrade button). To upgrade, just click the upgrade button. A message will appear that says the old version must be uninstalled before the new version is applied - just click OK. It will automatically uninstall the old version and install the new version for you. When it's finished, manually open up the Attendant Console program and make sure your Call Control comes up and your line status is working (just two things I always do when I upgrade our Attendant Consoles), and place a test call to and from the Console. And that's it - you're done. The process is pretty painless.
As a side note, every time major updates are performed on the CallManager software, there's usually a new version of Attendant Console, BAT, CAR, etc. You can check the release notes for the upgrade/update and see what versions are being installed, and compare them to what you actually have, to see if any of them needs to be upgraded after the CCM software upgrade/update.
Now, if after you update the Attendant Consoles you're still having the same issue, I would check the CallManager Event Logs and see if you're seeing failover/failback messages (things like Transient Connection Attempt errors for the phones attached to your Attendant Consoles). If you're having a network issue/connection issue with your phones on the Consoles, updating the Attendant Consoles isn't going to help that. But, it's always a good idea to update all applications after you do an upgrade/update.
TMH
TMH
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