Nortel Networks NN43001-121 manual Office Communicator disconnecting from the network

Capturing traces and logs 225

Symptom:

The telephone is on Call Forward to another number. When the Office Communicator user who is associated to this telephone logs in (this telephone is controlled by the Office Communicator user through SIP CTI), the Office Communicator cancels the Call Forward.

Possible cause:

This is a Microsoft issue that Nortel has escalated to Microsoft.

Solution:

No solution yet.

Office Communicator disconnecting from the network

Problem:

Office Communicator user cannot control the telephone after having been disconnected several times.

Symptom:

Customers using smart telephones or Mobile Communicators cannot take control of the telephone after having been disconnected abruptly three or more times. This disconnection could be due to your network (for example, GPRS or WLAN).

Possible cause:

This problem occurs because the SIP CTI link is disconnected abnormally and the Association is out of service for 30 minutes (1800 seconds). This timer is hard-coded by Office Communicator and cannot be changed.

Solution:

Increase the Maximum Associations per DN on the Signaling Server through Element Manager. This field is configured to 3 by default. Increase this parameter to allow more network disconnections.

Capturing traces and logs

Use the following procedures to capture traces and logs to assist in troubleshooting Converged Office problems. When a problem is encountered, traces and logs can be activated on different components.

•Communication Server 1000 traces

•MCM logs

•OCS logs

•OC logs

Communication Server 1000 traces

Use the following procedures for capturing traces.

Nortel Communication Server 1000

Nortel Converged Office Fundamentals — Microsoft Office Communications Server 2007

NN43001-121 01.03 Standard

Release 5.0 30 April 2008

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