Troubleshooting

Server

Client

The BOC Service Won't Start

User(s) not Showing in BOC

Unable to Connect via AXL

Clients Unable to Connect to Database

Client Says the License is Expiring

Wrong Call Transferred

User Missing in Client

Client Says Expiring 5 Minutes from Now

Server Troubleshooting

Problem:  The BOC Service Won't Start

Solution 1:  Make sure the Cisco TSP driver is installed and configured correctly.  The TSP version must match your version of Call Manager.  You can verify whether you have it correctly installed by running Microsoft Dialer (Start - Run - Dialer - (press enter).  If installed correctly you should see lines that have the words Cisco in them, under connect using.  If not, verify the application user credentials in the client TSP with the user on CUCM, and look in the C:\temp folder for the Cisco TSP error logs.

Solution 2:  Verify the database BOC was successfully created on the database server you are pointing at.  Without the database, the service will not start.

Solution 3.:  Check the Windows Event Viewer, under Application for any BOC related errors and contact our support team for help.


Problem: User(s) not Showing in BOC

Solution 1: User's phone is not assigned to the Bridge Call Manager Application user (the default username is BOC-Admin).

Solution 2: User's DN is assigned to a CTI Park Device.


Problem: Unable to Connect via AXL

Solution 1: The AXL service is not running on the targeted Call Manager.

Solution 2: Proxy server or content filter is interfering with the connection between BOC and Call Manager.

Solution 3: BOC application user does not have AXL rights on Call Manager.

Solution 4: Incorrect Call Manager credentials.


Problem: Clients Unable to Connect to Database

Solution 1: Either the Server address or connection Credentials are incorrect.

Solution 2: There is a firewall on the server blocking connections.

Solution 3: Server is not properly configured for TCP/IP.


 

Client Troubleshooting

Problem: Client Says the License is Expiring, but valid contract is in place.

Solution 1: Client cannot connect to BOC Server.

Solution 2: BOC Service is not running.

Solution 3: BOC Server service cannot connect to internet.


Problem: Wrong Call Transferred

Solution: Make sure the desired call is selected in the My Calls box, and is displayed in the Heads Up Display.


Problem: User Missing in Client

Solution: Go into Manage Excluded Extensions in the menu, and un-exclude user.


Problem: Client Says Expiring 5 Minutes from Now

Solution 1: Client cannot connect to BOC Server.

Solution 2: BOC Service is not running.

Solution 3: BOC Service cannot connect to internet.


 

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