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210-065 · Question #386

A customer is unable to receive calls on the EX90 endpoint, but can make outbound calls. The endpoint uses CUCM for call control and registration. If the engineer only has remote access to the EX90…

The correct answer is C. Check CUCM to see if the endpoint is registered D. Check the EX90 System Status. When an EX90 can make but not receive calls on CUCM, the first remote steps are confirming CUCM registration status and reviewing the endpoint's system health summary.

Endpoint Troubleshooting

Question

A customer is unable to receive calls on the EX90 endpoint, but can make outbound calls. The endpoint uses CUCM for call control and registration. If the engineer only has remote access to the EX90 and CUCM, what are the next two troubleshooting steps? (Choose two.)

Options

  • ACheck CUCM to see if the extension is in a reachable partition.
  • BCheck CUCM to see if the endpoint has the correct Device Calling Search Space
  • CCheck CUCM to see if the endpoint is registered
  • DCheck the EX90 System Status
  • ECheck EX90 DND Status via WebAdmin

How the community answered

(22 responses)
  • A
    5% (1)
  • B
    5% (1)
  • C
    73% (16)
  • E
    18% (4)

Why each option

When an EX90 can make but not receive calls on CUCM, the first remote steps are confirming CUCM registration status and reviewing the endpoint's system health summary.

ACheck CUCM to see if the extension is in a reachable partition.

Partition reachability is a dial-plan routing concern relevant to whether CUCM can resolve a dialed number, not a registration or endpoint-state issue that would cause inbound-only failure on a device that can already make calls.

BCheck CUCM to see if the endpoint has the correct Device Calling Search Space

The Device Calling Search Space governs what destinations the endpoint is permitted to dial outbound - since outbound calls already succeed, the CSS is confirmed functional and is not the cause of the inbound failure.

CCheck CUCM to see if the endpoint is registeredCorrect

Checking CUCM for endpoint registration is a foundational troubleshooting step - even though outbound calls work, a stale or partial registration entry in CUCM can prevent inbound call delivery, and the CUCM device registration page shows current state directly.

DCheck the EX90 System StatusCorrect

The EX90 System Status page, accessible remotely via WebAdmin, provides a consolidated health snapshot including registration state, DND status, and active diagnostics, making it the most efficient single view to identify why inbound calls are failing.

ECheck EX90 DND Status via WebAdmin

DND status is relevant to inbound call blocking, but checking it via the WebAdmin DND page is redundant when System Status (D) already surfaces DND along with broader endpoint health in one consolidated view.

Concept tested: CUCM endpoint registration verification and remote troubleshooting

Source: https://www.cisco.com/c/en/us/support/docs/unified-communications/unified-communications-manager-callmanager/213526-troubleshoot-cisco-telepresence-endpoint.html

Topics

#inbound call failure#CUCM registration#calling search space#endpoint troubleshooting

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