This chapter covers topics that help you troubleshoot problems related to the email alerts that Cisco ER generates.
Security personnel are expected to respond to that user.
For detailed call information, refer to the following URL: When a 911 call is made and the backup Cisco ER server handles the call, an alert similar to the following is sent: Subject: Emergency Call Alert -- Extn # 332101 (Generated by Backup Cisco ER) Message: EMERGENCY CALL DETAILS (Generated by Cisco ER) Caller Extension: 332101 Zone/ERL: Z1 Location: ddd Call Time: June 2, 2003 PM IST When the standby Cisco ER server takes control and becomes the active server, a Transition Alert is sent to the Cisco ER administrator.
This situation occurs under any of the following circumstances: The administrator should diagnose the cause and fix the problem as soon as possible.
When the Cisco ER backup server takes control, an alert similar to the following is sent: Subject: Transition Alert: Cisco ER Backup is active Message: Backup Cisco ER has taken control as Active Cisco ER.
Transition Time: June 2, 2003 PM IST When the master Cisco ER server takes control, an alert similar to the following is sent: Subject: Transition Alert: Cisco ER Master is active Message: Master Cisco ER has taken control as Active Cisco ER.
Transition Time: June 2, 2003 PM IST At the end of a switch-port and phone tracking process, if there are any devices that could not be tracked, Cisco ER sends a Tracking Failure email to the Cisco ER administrator.
The administrator should look at the event log on the Cisco ER server to find the list of devices that were not tracked. Check that the host name for the Cisco ER server is resolvable, that is, it can be found. Check that the SNMP service is enabled on that particular device (Switch / Cisco Unified CM). Subject: CER Phone Tracking failed to track some devices Message: CER Phone Tracking could not get information [using SNMP] from 2 Cisco Call Manager(s) and 1 Switch(es) Check Event Viewer on CER Server for details.
Then the administrator should check the following and make any required corrections: 1. Cisco ER sends a Failed to Get Provider Alert to the Cisco ER administrator if Cisco ER is not able register to one of the configured Cisco Unified CM clusters.
Make sure that the correct SNMP Community String is configured in Cisco ER. Cisco ER will continue trying registration until it succeeds.