Troubleshoot Hoteling in MPP Devices for Webex Calling

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Updated:April 23, 2024
Document ID:221935

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    Introduction

    This document describes the most common issues encountered with Hoteling in MPP devices for Webex calling and how to troubleshoot them.

    Prerequisites

    Requirements

    Cisco recommends that you have knowledge of these topics:

    • Webex Calling
    • Control Hub
    • Hoteling feature
    • MPP devices PRT

    Components Used

    This document is not restricted to specific hardware and software version. The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, ensure that you understand the potential impact of any command.

    Background Information

    Hoteling is a Calling feature enables a user's calling profile information such as, number, features and calling plan, to be temporarily loaded into another phone to be accessible from it.

    Common Configuration Issues

    Ensure Voice Portal is Set for the Location

    Step 1. Click the Location for the users facing the issue.

    Step 2. Click Calling.

    Step 3. In Calling features settings, click Voice Portal.

    Step 4. In Incoming Call, add a Phone Number available from the drop-down menu in the Location or an Extension or both.

    Step 5. Click Save.

    Ensure that the Host Device is Set as a Hoteling Host

    Step 1. Under MANAGEMENT, click Devices and click the device to be set as Hoteling Host.

    Step 2. Under Overview > Hoteling enable the Toggle Allow this device to be used as a Hoteling Host by visiting guests.

    Allow This Device to be Used as a Hoteling Host by Visiting GuestsAllow This Device to be Used as a Hoteling Host by Visiting Guests

    Step 3. Power reset the device.

    Step 4. The Guest In softkey must appear in Host device display.

    Sing-In Failed Issues

    If a Sing-In Failed prompts after an attempt of authentication for Guest In, follow these troubleshooting steps:

    Obtainment and Basic Analysis of the PRT from the Device

    Step 1. Set the Default Logging Level to Debugging for the device.

    Step 2. Enable the MPP Web Access (User) toggle.

    Step 3. Power reset the device.

    Step 4. Reproduce the Sing-In issue.

    Step 5. Access the device GUI though a web browser.

    Step 6. Click Info > Debug Info > Generate PRT.

    Step 7. Click the file generated to download it.

    In the PRT you can find the SIP SUBSCRIBE and NOTIFY the device uses for Hoteling.

    The device sends a SUBSCRIBE e.g:

    SUBSCRIBE sip:2X.8X.X.1XX:89XX;transport=tls SIP/2.0^M
	Via: SIP/2.0/TLS 1XX.1XX.X.1XX:50XX;branch=z9hG4bK-5c65a186^M
	From: <sip:dckvbcsohk@9044XXXX.cisco-bcld.com>;tag=316c637a772774e7^M
	To: <sip:dckvbcsohk@9044XXXX.cisco-bcld.com>;tag=394818446-1712859294626^M
	Call-ID: ae75b30c-16372ea@1XX.1XX.X.1XX^M
	CSeq: 20314 SUBSCRIBE^M
	Max-Forwards: 70^M
	Authorization: Digest username="+121035XXXX",realm="BroadWorks",nonce="BroadWorksXluvk76avT78ohryBW",uri="sip:2X.8X.1.1XX:89XX",algorithm=MD5,response="b3618fa6023a0594dfde6acf406eb93a",qop=auth,nc=00000002,cnonce="da2a8978"^M
	Contact: <sip:dckvbcsohk@1XX.1XX.X.1XX:50XX;transport=tls>^M
	Accept: application/x-broadworks-hoteling+xml^M
	Expires: 3600^M
	Event: x-broadworks-hoteling^M
	User-Agent: Cisco-CP-8865-3PCC/12.0.3_dcf719f39350_d4e6994b-60bc-4fba-a490-fe5f8e74ceea_dcf719f3-9350-4fba-a490-fe5f8e74ceea^M
	Session-ID: 4e85b7ad00105000a000dcf719f39350;remote=1abed7e0008042159d92c35291039b58^M
	Content-Length: 152^M
	Content-Type: applicati
	NOT Apr 11 18:16:44.288201 (1745-1842) voice-on/x-broadworks-hoteling+xml^M
	^M
	<?xml version="1.0" encoding="ISO-8859-1"?>
	<SetHoteling xmlns="http://schema.broadsoft.com/hoteling">
	  <guestAddress>Guest Extension</guestAddress>
</SetHoteling>

    In response to the SUBSCRIBE, a 200 OK is sent:

    SIP/2.0 200 OK^M
Via:SIP/2.0/TLS 1xx.1xx.x.1xx:5061;received=2xx.2xx.2xx.4x;branch=z9hG4bK-5c65a186^M
From:<sip:dckvbcsohk@9044xxxx.cisco-bcld.com>;tag=316c637a772774e7^M
To:<sip:dckvbcsohk@9044xxxx.cisco-bcld.com>;tag=394818446-1712859294626^M
Call-ID:ae75b30c-16372ea@1xx.1xx.x.1xx^M
CSeq:20314 SUBSCRIBE^M
Session-ID:1abed7e0008042159d92c35291039b58;remote=4e85b7ad00105000a000dcf719f39350^M
Expires:3424^M
Contact:<sip:2x.8x.x.1xx:89xx;transport=tls>^M
Content-Length:0^M
^M

    The Webex Calling cloud sends a NOTIFY:

    In this NOTIFY example the <guestAddress/> does not contains the Guest Extension which is the result of the Sing-In failed attempt.

    NOTIFY sip:dckvbcsohk@1XX.1XX.X.1XX:50XX;transport=tls SIP/2.0^M
	Via:SIP/2.0/TLS 2X.8X.X.1XX:89XX;branch=z9hG4bKBroadworksSSE.-2XX.2XX.2XX.4XV5061-0-101-394818446-1712859294626^M
	From:<sip:dckvbcsohk@9044xxxx.cisco-bcld.com>;tag=394818446-1712859294626^M
	To:<sip:dckvbcsohk@9044xxxx.cisco-bcld.com>;tag=316c637a772774e7^M
	Call-ID:ae75b30c-16372ea@1XX.1XX.X.1XX^M
	CSeq:101 NOTIFY^M
	Contact:<sip:2X.8X.X.1XX:89XX;transport=tls>^M
	Subscription-State:active;expires=3424^M
	Max-Forwards:69^M
	Session-ID:1abed7e0008042159d92c35291039b58;remote=4e85b7ad00105000a000dcf719f39350^M
	Event:x-broadworks-hoteling^M
	Content-Type:application/x-broadworks-hoteling+xml^M
	Content-Length:134^M
	^M
	<?xml version="1.0" encoding="UTF-8"?>
	<HotelingEvent xmlns="http://schema.broadsoft.com/hoteling">
	<guestAddress/>
	</HotelingEvent>^M

    In response to the NOTIFY, a 200 OK is sent:

    SIP/2.0 200 OK^M
To:<sip:dckvbcsohk@9044xxxx.cisco-bcld.com>;tag=316c637a772774e7^M
From:<sip:dckvbcsohk@9044xxxx.cisco-bcld.com>;tag=394818446-1712859294626^M
Call-ID:ae75b30c-16372ea@1xx.1xx.x.1xx^M
CSeq:101 NOTIFY^M
Via:SIP/2.0/TLS 2x.8x.x.1xx:89xx;branch=z9hG4bKBroadworksSSE.-2xx.2xx.2xx.4xV5061-0-101-394818446-1712859294626^M
Server: Cisco-CP-8865-3PCC/12.0.3_dcf719f39350^M
Session-ID: dbb009eb00105000a000dcf719f39350;remote=1abed7e0008042159d92c35291039b58^M
Content-Length: 0^M
^M

    Ensure that the Voicemail PIN is Correct

    In case a new Voicemail PIN is needed:

    Step 1. Log in with the User credentials in User Hub.

    Step 2. Click Settings > Calling > Voicemail.

    Step 3. Click Voicemail PIN > Reset voicemail PIN.

    Step 4. Enter a new Voicemail PIN that meets the requirements.

    Step 5. Click Save.

    Ensure Hoteling is Enabled for the Guest

    Step 1. Under MANAGEMENT > Users, click the Hoteling guest user.

    Step 2. Click Calling > Between-user permissions > Hoteling.

    Between-User PermissionsBetween-User Permissions

    Step 3. Click the toggle Allow this user to connect to a Hoteling host device.

    Hoteling ToggleHoteling Toggle

    Step 4. Select a Limit Association Period.

    Step 5. Click Save.

    Successful NOTIFY for Hoteling SUBSCRIBE from Webex Calling Cloud

    The successful NOTIFY shows the Guest Extension and Subscription expiration Time.

    	NOTIFY sip:dckvbcsohk@1xx.1xx.x.1xx:50xx;transport=tls SIP/2.0^M
		Via:SIP/2.0/TLS 2x.8x.x.1xx:89xx;branch=z9hG4bKBroadworksSSE.-2xx.2xx.2xx.4xV5061-0-103-394818446-1712859294626^M
		From:<sip:dckvbcsohk@9044xxxx.cisco-bcld.com>;tag=394818446-1712859294626^M
		To:<sip:dckvbcsohk@9044xxxx.cisco-bcld.com>;tag=316c637a772774e7^M
		Call-ID:ae75b30c-16372ea@1xx.1x.x.1xx^M
		CSeq:103 NOTIFY^M
		Contact:<sip:2x.8x.x.1xx:89xx;transport=tls>^M
		Subscription-State:active;expires=3324^M
		Max-Forwards:69^M
		Session-ID:1abed7e0008042159d92c35291039b58;remote=4e85b7ad00105000a000dcf719f39350^M
		Event:x-broadworks-hoteling^M
		Content-Type:application/x-broadworks-hoteling+xml^M
		Content-Length:176^M
		^M
		<?xml version="1.0" encoding="UTF-8"?>
		<HotelingEvent xmlns="http://schema.broadsoft.com/hoteling">
		<guestAddress>Guest Extension</guestAddress>
		<expires>Subscription Time</expires>
		</HotelingEvent>^M

    In response to the NOTIFY, a 200 OK is sent:

    SIP/2.0 200 OK^M
To:<sip:dckvbcsohk@9044xxxx.cisco-bcld.com>;tag=316c637a772774e7^M
From:<sip:dckvbcsohk@9044xxxx.cisco-bcld.com>;tag=394818446-1712859294626^M
Call-ID:ae75b30c-16372ea@1xx.1xx.x.1xx^M
CSeq:102 NOTIFY^M
Via:SIP/2.0/TLS 2x.8x.x.1xx:89xx;branch=z9hG4bKBroadworksSSE.-2xx.2xx.2xx.4xV5061-0-102-394818446-1712859294626^M
Server: Cisco-CP-8865-3PCC/12.0.3_dcf719f39350^M
Session-ID: 7e64aa9c00105000a000dcf719f39350;remote=1abed7e0008042159d92c35291039b58^M
Content-Length: 0^M
^M

    Recommended Information for a TAC Case

    If an issue persists after the troubleshooting steps in this document have been performed and a TAC case is needed, Cisco recommends to include this information:

    • Organization ID
    • Location ID or Location Name
    • Host User's Number, extension and mail
    • Guest User's Number, extension and mail
    • Sing-In example where the issue was experienced.
      • Time zone and Timestamp of the Sing-In attempt
      • A detailed description of the issue experienced.
    • Attach the PRT obtained file from the device.

    Related Information

    Hoteling in Control Hub

    Revision History

    Revision Publish Date Comments
    1.0
    24-Apr-2024
    Initial Release
    TAC Authored

    Contributed by Cisco Engineers

    • Roberto Alvarez
      Technical Consulting Engineer

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