CUCM Down Alert

Content

Alert: <ALERT_ERROR>
Service: <SERVICE_NAME>
Computer name: <COMPUTER_NAME>
Alert id: <ID>
Time: <TIME> (UTC)
Severity: <SEVERITY>

Description:
Connection to CUCM lost.

Alert attributes:
Service name (OID: .200.2): <SERVICE_NAME>

Cause

This alert is sent if the Verba JTAPI Service is not able to connect to the CUCM.

Resolution

If you receive such an alert, please check the connections between the server(s) and the CUCM. Please note that if you received the "CUCMUp" alert as well, the communication between the Verba component and the CUCM is back in normal, the connection lost state was temporary.

If there's no connection between the server and the CUCM, contact your IT team.

If the connection is up, but the JTAPI Service(s) and the CUCM still can not communicate with each other, check at the CUCM side if the application user still exists.

Also, on Verba side update the JTAPI credentials. Follow these steps:

Step 1 - On the web interface go to Administration and choose Verba Servers.
Step 2 - Choose the server from which you received the alert from the server list.
Step 3 - Click on the Change Configuration Settings tab, and search for Cisco JTAPI Configuration.
Step 4 - Under Basics set the correct credentials.
Step 5 - Click the icon to save your settings.
Step 6 - The system will notify you that the changes need to be applied to the server by restarting the involved services or rereading the new configuration. Execute the required tasks.

If the problem is not solved, please contact the support service and send the log files of the related service(s) - native_recorder_dbservice.log(s).

Log files are available under "APPLICATION_FOLDER\log" (by default C:\Program Files\Verba\log) folder on each server.

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