Troubleshooting Guide for Cisco Unity Connection Release 12.x
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CONTENTS
Troubleshooting Cisco Unity Connection 1
CHAPTER 1
Troubleshooting Cisco Unity Connection 1
Using Diagnostic Traces for Troubleshooting 1
Traces in Cisco Unity Connection Serviceability 1
Micro Traces for Selected Problems 2
Macro Traces for Selected Problems 12
Using Micro or Macro Traces 15
Traces in Cisco Unified Serviceability 16
Traces for Selected Problems 16
Using Traces to Troubleshoot Problems 17
Troubleshooting Utilities 19
CHAPTER 2
Grammar Statistics Tool 19
Cisco Unity Connection Serviceability 20
Task Management Tool 20
Accessing the Task Management Tool 20
Cisco Voice Technology Group Subscription Tool 21
Real-Time Monitoring Tool 21
Cisco Unified Serviceability 21
Remote Database Administration Tools 22
Cisco Utilities Database Link for Informix (CUDLI) 22
Remote Port Status Monitor 22
Application Audit Logging 22
Network Analyzer 23
System Restore Tool 23
Database Error While Creating Restore Point 23
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Error in Index Validation 23
Troubleshooting Cisco Unity Connection Deployments 25
CHAPTER 3
Troubleshooting Installation Issues 25
Troubleshooting Upgrade Issues 26
Troubleshooting Locale Issues After Upgrade 26
Troubleshooting SELinux Issues 26
Troubleshooting User and Administrator Access 29
CHAPTER 4
Unity Connection Not Responding to Key Presses 29
Enabling DTMF Relay 29
Verifying DTMF settings 30
Users Do Not Hear Sign-in or Desired Prompt When Calling Unity Connection 30
Using Port Status Monitor 30
Administration Accounts Unable to Sign-In to Cisco Unity Connection Serviceability 31
User Account is Locked over TUI/VUI Interface 31
User Account is Disabled over Web Applications 31
Troubleshooting Sign-in Problems with Visual Voicemail (Pin Based Authentication) 32
Troubleshooting Sign-in Problems with Visual Voicemail (Password Based Authentication) 32
Error Message Appears While Updating the Phone PIN through Cisco Unity Connection Administration
or Cisco PCA 33
User Display Name Not Get Updated after AD Synchronization 33
Not Able to Access Web Applications on Unity Connection 12.5(1) SU4 and Later 34
Troubleshooting Call Transfers and Call Forwarding 35
CHAPTER 5
Troubleshooting Call Transfers and Call Forwarding 35
Calls Not Transferred to the Correct Greeting 35
Confirm that Forward Timer in the Phone System is in Synch with the Rings to Wait For Setting
in Unity Connection 36
Synchronizing the Forward Timer and the Rings to Wait For Setting 36
Confirm that Phone System Integration Enables Playing the User Personal Greeting for Callers
37
Verifying the Phone System Integration Settings 37
Confirming that Busy Greeting is Supported and Enabled 37
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Confirming that Search Scope Configuration Sends Call to Intended Destination 38
Problems with Call Transfers (Cisco Unified Communications Manager Express SCCP Integrations
Only) 38
Configuring the SCCP Integration for Cisco Unified Communications Manager Express 38
User Hears a Reorder Tone When Answering a Notification Call 39
Correcting the Rings to Wait For Setting 39
Troubleshooting Directory Handler Searches 39
Users Not Found in the Search Scope of Directory Handler 40
Troubleshooting Message Addressing 40
Users Unable to Address Desired Recipients 40
Users Unable to Address a System Distribution List 41
Unexpected Results Returned When a User Addresses by Extension 41
Caller is Not Getting Prompt in Expected Language 41
Using Traces to Determine the Search Space Used During a Call 42
Troubleshooting Messages 43
CHAPTER 6
User Hears Full Mailbox Warnings 43
Nondelivery Receipt (NDR) Not Received for Undelivered Message 44
Messages Are Delayed 44
Messages Are Not Delivered 44
User Has a Full Mailbox 45
Undeliverable Messages Not Forwarded to Recipients 46
Users Assigned to Unity Connection Entities Deleted and No Replacements Assigned 46
Unity Connection Unable to Relay Messages 46
Unable to Play Message Audio in Outlook Web Access 47
Unable to Receive Notification Emails for Quota Overflow 47
Troubleshooting Unified Messaging 49
CHAPTER 7
Troubleshooting Unified Messaging 49
Troubleshooting Single Inbox Issues 49
Message Relay Not Working or is Not Working as Expected 49
Single Inbox Not Working for Anyone on Unity Connection 49
Single Inbox Not Working for Unified Messaging Users 50
Single Inbox is Not Working for a User or a Subset of Users 55
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Single Inbox Synchronization from Exchange is Delayed 57
Single Inbox Synchronization from Office 365 is Delayed 57
Single Inbox Synchronization from Exchange Failed 58
Single Inbox Fails with Office 365 Using ADFS 58
Duplicate Message Issue with Single Inbox 58
Resolving SMTP Domain Name Configuration Issues 59
Troubleshooting Problems with Cisco ViewMail for Microsoft Outlook 59
Voice Messages or Receipts are Not Received in the Outlook Inbox 59
Messages Sent from a Single Inbox Outlook Client are Not Received 60
Messages Received in an Email Account Other than the Single Inbox Account 60
Messages cannot be Played in Outlook 60
Messages Moved into a .PST Folder in Outlook cannot be Played 61
Playing a Message Does Not Turn Off the Message Waiting Indicator 61
Message Waiting Indicator Turns Off Before the Message is Played 61
Deleting a Message in Outlook Does Not Delete the Corresponding Message 62
Messages Moved into a .PST Folder in Outlook are Deleted 62
Troubleshooting Problems with Invalid Passwords 62
Changing a Cisco ViewMail for Microsoft Outlook Password 62
Collecting Diagnostics from ViewMail for Outlook on the User Workstation 63
Enabling Cisco ViewMail for Microsoft Outlook Diagnostics and View the Log Files on the User
Workstation 63
Collecting Diagnostics on the Unity Connection Server for Problems with Single Inbox and
ViewMail for Outlook 63
Troubleshooting Access to Emails in an External Message Store 64
User on the Phone Hears “Invalid Selection” after Pressing Seven 64
Enabling User Access to Email in an External Message Store 64
User on the Phone Hears “Your Messages are Not Available” after Pressing Seven 64
Users Hear Gibberish at the End or Beginning of an Email 65
Using Traces to Troubleshoot Access to Emails in an External Message Store 66
Troubleshooting Calendar Integrations 66
Using Unified Messaging Accounts are Used for Calendar Integrations 66
Testing the Calendar Integration 66
Obtaining Unified Messaging Account Status 67
Test Fails the Last Check 67
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Non-Published Meetings Do Not Appear in List of Meetings (Cisco Unified MeetingPlace Only)
68
Configuring the Unity Connection Service Account (Cisco Unified MeetingPlace Only) 68
Meetings Do Not Appear in List of Meetings 68
“Access Exchange Calendar and Contacts” Option Not Available for Unified Messaging Accounts
69
Using Traces to Troubleshoot a Calendar Integration 69
Troubleshooting Access to Calendar Information Using Personal Call Transfer Rules 69
Changing the Interval Unity Connection Waits to Update Calendar Information 70
Troubleshooting the Test Button for Unified Messaging Services and Unified Messaging Accounts 70
Troubleshooting IMAP Clients and ViewMail for Outlook 71
CHAPTER 8
Troubleshooting IMAP Clients and ViewMail for Outlook 71
Troubleshooting Problems with Changing Passwords 71
Troubleshooting Sign-In Problems with IMAP Email Clients (LDAP is Not Configured) 71
Troubleshooting Sign-In Problems with IMAP Email Clients (When LDAP is Configured) 72
Troubleshooting Sign-In Problems with IMAP Clients 73
Unable to Login to IMAP Client 73
Messages Sent from an IMAP Client Not Received 73
Checking the IP Address Access List 74
Messages are Received in an Email Account Instead of a Voice Mailbox 75
Voice Messages Not Received in an IMAP Account 75
Intermittent Message Corruption When Using ViewMail for Outlook 76
Recording or Playback Devices Not Appearing in ViewMail Account Settings in ViewMail for
Outlook 76
Unable to Play Messages through ViewMail for Outlook 8.5 and Later 76
User Email Account Does Not Appear in ViewMail Options in ViewMail for Outlook 76
ViewMail for Outlook Form Does Not Appear 76
Collecting Diagnostics from ViewMail for Outlook on the User Workstation 77
Enabling ViewMail for Outlook Diagnostics and View the Log Files on the User Workstation
77
Collecting Diagnostics from ViewMail for Outlook on the User Workstation 77
Enabling ViewMail for Outlook Diagnostics and View the Log Files on the User Workstation
77
Collecting Diagnostics on Unity Connection for IMAP Client Problems 78
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Login via IMAP Fails for LDAPS if IP Address of LDAP Server is Configured 78
Troubleshooting Non-Delivery Receipts 79
CHAPTER 9
Troubleshooting Non-Delivery Receipts 79
Overview 79
Non-Delivery Receipt Status Codes 79
Troubleshooting Transcription (SpeechView) 81
CHAPTER 10
Troubleshooting Transcription (SpeechView) 81
Task List for Troubleshooting SpeechView 81
Issues Related to Basic Configuration Settings 81
Issues with a Proxy Server 82
Issues with the Transcription Service Configuration 82
Issues Related to User Expectations 83
Issues with Transcription Notifications 83
Enabling Traces and Contacting Cisco TAC 83
Confirming that Connection SpeechView Processor and Connection SMTP Server Services are
Running 83
Running SMTP Test to Verify Outgoing and Incoming SMTP Path 84
Troubleshooting Transcription Notifications 85
Messages that Cannot be Transcribed 85
Transcription Not Synchronized on User Phones 86
Transcription Issue after Upgrade 86
Using Diagnostic Traces to Troubleshoot SpeechView 86
Troubleshooting Networking 87
CHAPTER 11
Troubleshooting Networking 87
Troubleshooting Intersite Networking Setup 87
“Unable to Contact the Remote Site” Error When Manually Creating an Intersite Link on the Unity
Connection Site Gateway 87
"Hostname Entered Does Not Match That on The Remote Site Certificate" Error When Manually
Creating an Intersite Link on the Unity Connection Site Gateway 88
"Unable to Link to the Specified Remote Site. Cause: Failed to Assess the Current Network Size"
Error When Creating an Intersite Link on the Unity Connection Site Gateway 89
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"Failed to Link to This Remote Site as This Specified Location is Already Part of the Network"
Error When Creating an Intersite Link on the Unity Connection Site Gateway 89
Troubleshooting HTTPS Networking Setup 89
Unable to Link to Network Location. Cause: Location is Already Part of the network.” Error When
Creating an HTTPS Link on Unity Connection” 89
Unable to Link to Network Location. Cause: Publisher (IP Address/FQDN/Hostname) Entered
does not Match that on Remote Location Certificate 90
Troubleshooting Directory Synchronization between Two Unity Connections in HTTPS
networking 90
Troubleshooting HTTPS Networking Cases 91
Distribution Lists and the Members of the Distribution Lists Not Replicating in HTTPS network
91
How to Synchronize Selective Objects from HTTPS link 91
How to Synchronize Selective Objects, Voice Names of a Specific Location in HTTPS
Networking 93
How to Swap Extensions in HTTPS Networking 94
How to Remove Orphan Objects from Unity Connection HTTPS network 95
Received RTMT NetworkLoopDetected 96
Sender Receives NDR When Sending Voice Message to Distribution List 96
Troubleshooting Message Addressing 96
Users Cannot Address Messages to Remote Users, Contacts, or System Distribution Lists 96
Cisco Unity Users Cannot Address Messages to Unity Connection Users or System Distribution
Lists 98
Unity Connection Users Cannot Address Messages to Recipients at a VPIM Location 99
Unity Connection Users Cannot Blind Address Messages to a Mailbox at a VPIM Location 100
Troubleshooting Message Transport 100
Messages Sent from Users on One Unity Connection Location Not Received by Users on Another
Unity Connection Location 100
Replies to Messages Sent by Remote Senders Not Delivered 101
Messages Sent from a VPIM Location Not Received by Unity Connection Users 101
Messages Sent from Unity Connection Not Received by Users at a VPIM Location 102
Troubleshooting Directory Synchronization 102
Troubleshooting Directory Synchronization Within a Unity Connection Site 102
Troubleshooting Directory Synchronization Between Two Unity Connection Sites 104
Troubleshooting Directory Synchronization Between a Unity Connection Site and a Cisco Unity
Site 105
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Cross-Server Sign-In and Transfers 107
Users Hear the Opening Greeting Instead of PIN Prompt When Attempting to Sign-In 107
Users Hear a Prompt Indicating that their Home Server Cannot be Reached During Cross-Server
Sign-In 107
User ID and PIN Not Accepted During Cross-Server Sign-In 108
Callers Prompted to Leave a Message Instead of Being Transferred to the Remote User 108
Callers Transferred to the Wrong User at the Destination Location 109
Callers Hear a Prompt Indicating that Call Cannot be Completed When Attempting to Transfer to
a Remote User 109
Troubleshooting Cisco Unity Connection SRSV 111
CHAPTER 12
Troubleshooting Cisco Unity Connection SRSV 111
Error Message Appears When Testing the Connectivity of Unity Connection with Branch 111
Certificate Mismatch Error Message for Appears on the Central Unity Connection Server 111
Unable to login to Cisco Unity Connection SRSV Administration 112
Branch User is Unable to Login through Telephony User Interface (TUI) 112
Status of Provisioning Remains In Progress for a Long Time 112
Provisioning from the Central Unity Connection Server to Branch Not Working 112
Status of Provisioning is Partial Success 112
Provisioning/Voicemail Upload Remains in Scheduled state for a Long Time 113
Unable to Reach a Branch User through Telephony User Interface (TUI) 113
Unable to Send a Voice Message to a Branch User During WAN Outage 113
Error Messages Appear on the Branch Sync Results Page 113
Logs are Not Created or SRSV feature Not Working Properly 113
Unable to Perform Backup/Restore Operation on the Branch 114
Central Unity Connection Server Moves to Violation State 114
Non-Delivery Receipts (NDR) on the Central Unity Connection Server 114
Troubleshooting Video Messaging 115
CHAPTER 13
Troubleshooting Video Messaging 115
Error Message Appears When You Test the Connectivity of Video Services 115
Error Message Appears When You Test the Connectivity of Video Service Account with Video
Services 116
Unable to Establish Video Call through Telephone User Interface (TUI) 116
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Unable to record Video greeting or message through Telephone User Interface (TUI) 117
Unable to playback Video greeting through Telephone User Interface (TUI) 117
Unable to Play Video Greetings When Received Unanswered Call 117
Video Call Downgrades to Audio while Recording/Playing Video Message 118
Video Playback Hangs in Between 118
Troubleshooting Video Quality of Video Greetings and Messages 118
Error Codes Send by Cisco MediaSense 119
Troubleshooting the Phone System Integration 121
CHAPTER 14
Troubleshooting the Phone System Integration 121
Diagnostic Tools 121
Configuring Unity Connection for the Remote Port Status Monitor 121
Using the Check Telephony Configuration Test 122
Troubleshooting Call Control 122
Unity Connection Not Answering Any Calls 122
Verifying the Phone System Settings in Cisco Unity Connection Administration 122
Unity Connection Not Answering Some Calls 123
Confirming Routing Rules 123
Confirming Voice Messaging Port Settings 123
Confirming that Voice Messaging Ports are Enabled 124
Troubleshooting an Integration of Unity Connection with Cisco Unified Communications Manager
125
Viewing or Editing IP Address of Cisco Unified Communications Manager 125
Ports Do Not Register or Repeatedly Disconnected in an SCCP Integration 125
Ports Do Not Register in an IPv6 Configuration 128
Determining the Correct Port Group Template 130
Unable to Create Secure Ports 130
Problems Faced When Unity Connection is Configured for Cisco Unified Communications Manager
Authentication or Encryption 131
Troubleshooting PIN Synchronization between Unity Connection and Cisco Unified CM 138
Troubleshooting Message Waiting Indicators (MWIs) 141
CHAPTER 15
Troubleshooting Message Waiting Indicators (MWIs) 141
Triggers for Turning MWIs On and Off 141
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MWI Problems 142
MWIs Do Not Turn On or Off 142
MWIs Turn On but Do Not Turn Off 144
Delay for MWIs to Turn On or Off 146
No Message Count Sent on Phone When MWI is On 147
Incorrect Message Count and False MWI Notification Sent on Phone 147
Troubleshooting Audio Quality 149
CHAPTER 16
Troubleshooting Audio Quality 149
Troubleshoot Audio Quality Using Check Telephony Configuration Test 149
Using the Check Telephony Configuration Test to Troubleshoot Audio Quality 149
Problem with Choppy Audio 149
Problem with Garbled Recordings 150
Troubleshooting a Garbled Audio Stream in the Network 150
Troubleshooting How Unity Connection Makes Recordings 150
Problem with Garbled Prompts on Phone 151
Problem with Volume of Recordings 151
Changing the Volume for Unity Connection Recordings 152
Disabling Automatic Gain Control (AGC) for Unity Connection 152
Confirming the Advertised Codec Settings 152
Using Traces to Troubleshoot Audio Quality Issues 153
Troubleshooting Notification Devices 155
CHAPTER 17
Troubleshooting Notification Devices 155
Overview 155
Message Notifications through Phones is Slow for Multiple Users 155
Ports Too Busy to Make Notification Calls Promptly 155
Not Enough Ports Set for Message Notification Only 156
Confirm that Phone System Sends Calls to the Ports Set to Answer Calls 156
Message Notification Slow for a User 157
Message Notification Setup is Inadequate 157
Notification Attempts are Missed 157
Repeat Notification Option is Misunderstood 158
Message Notification Not Working at All 159
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Notification Device Disabled or the Schedule Inactive 159
Only Certain Types of Messages Set to Trigger Notification 159
Notification Number Incorrect or Access Code for an External Line Missing (Phone and Pager
Notification Devices Only) 160
SMS Notifications Not Working 161
SMTP Message Notification Not Working at All for Multiple Users 162
HTML Notifications Not Working 162
HTML Summary Notification Not Working 162
Message Notifications Function Intermittently 162
Notification Devices Added in Unity Connection Administration Triggered at All Hours 163
Message Notification Received When No Unread Messages 163
Troubleshooting Comet Notifications over SSL 165
CHAPTER 18
Troubleshooting Comet Notifications over SSL 165
Unable to Send Comet Notification over SSL 165
Troubleshooting a Cisco Unity Connection Cluster Configuration 167
CHAPTER 19
Troubleshooting a Cisco Unity Connection Cluster Configuration 167
One Server Stops Functioning and the Other Server is Not Handling Calls 167
Verifying the Status of the Voice Messaging Ports 168
Verifying the Voice Messaging Ports Assignments for Phone System Integration 168
Confirming that Voice Messaging Ports are Registered (SCCP Integrations Only) 168
Both Servers Attain Primary Server Status 168
Unity Connection Cluster Not Functioning Correctly 169
Confirming that Applicable Services are Running on the Server with Primary Server Status 169
Confirming that Applicable Services are Running on Both Servers 169
Server Cannot be Added to the Unity Connection Cluster 170
Cannot Access Alert Logs When the Publisher Server Stops Functioning 170
Enabling the Subscriber Server to Access the Alert Logs When the Publisher Server Stops
Functioning 170
Troubleshooting Licensing 173
CHAPTER 20
Troubleshooting Licensing 173
Troubleshooting Cisco Smart Software Licensing 173
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SpeechView Services are Not Working 174
Troubleshooting Voice Recognition 175
CHAPTER 21
Troubleshooting Voice Recognition 175
Users Hear the Phone Keypad Conversation Instead of Voice-Recognition Conversation 175
Error Prompt: There Are Not Enough Voice-Recognition Resources 176
Voice Commands Recognized But Names Not Recognized 176
Voice Commands Not Recognized 177
Checking the Voice Recognition Confirmation Confidence Setting 178
Diagnostic Tools for Troubleshooting Voice Recognition Problems 178
Using Diagnostic Traces for Voice Recognition 178
Using the Utterance Capture Trace to Review User Utterances 179
Using the Remote Port Status Monitor 180
Troubleshooting the Conversation 181
CHAPTER 22
Troubleshooting the Conversation 181
Custom Keypad Mapping Not Taking Effect 181
Changing the Conversation Style for a Single User 181
Specifying a Custom Keypad Mapping Conversation for Multiple User Accounts at Once 181
Long Pauses After Listening to Help Menu 182
Determine the WAV File Played 182
Downloading the Remote Port Status Monitor 182
Configuring Unity Connection for the Remote Port Status Monitor 182
Enabling the PhraseServerToMonitor Micro Trace and View the WAV Filename 182
Troubleshooting SAML SSO Access 183
CHAPTER 23
Troubleshooting SAML SSO Access 183
Redirection to IdP fails 183
IdP authentication fails 183
Redirection to Unity Connection fails 183
Run Test Fails 184
Mismatch in SAML Status on Publisher and Subscriber Servers 184
Problem in Accessing Web Application on Unity Connection 184
Encryption Error Upon User Login to Unity Connection 185
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Unable to Upload Subscriber SP Metadata on ADFS in Cluster 185
SAML Exception Time Synchronization Error 186
SAML Exception Invalid Status Code 186
Incorrect status of SAML SSO on Two Servers in a Unity Connection Cluster 186
Troubleshooting Cross Origin Resource Sharing 187
Diagnostics Traces for Problems with SAML SSO Access 187
Troubleshooting Authorization Code Grant Flow 189
CHAPTER 24
Troubleshooting Authorization Code Grant Flow 189
Unable to Configure an Authz Server 189
Jabber User is Unable to Login 190
Troubleshooting Fax 191
CHAPTER 25
Troubleshooting Fax 191
Problems with Fax Delivery to Users 191
Confirming that SMTP Server Configuration is Correct 192
Confirming that POP3 Mailbox Name and Password are Correct 192
Confirming Fax is Delivered to Unity Connection 192
Problems with Fax Delivery to a Fax Machine 192
Determining the Status of a Fax Delivered to a Fax Machine 193
Confirming that POP3 Mailbox Name and Password are Correct 193
Confirming that SMTP Server Configuration is Correct 193
Confirming that Faxable File Types List is Correct 194
Problems with Fax Notifications 194
Confirming that Fax Notification is Enabled for the User 194
Problems with Fax Receipts 194
Fax Receipts Not Delivered 194
User Mailbox is Filled with Fax Notifications 196
Problems with Printing Faxes 196
Confirming that Faxable File Types List is Correct 196
Troubleshooting Reports 197
CHAPTER 26
Troubleshooting Reports 197
Overview 197
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Confirming Connection Reports Data Harvester Service is Running 197
Adjusting Report Data Collection Cycle 198
Troubleshooting Cisco Personal Communications Assistant (PCA) 199
CHAPTER 27
Overview 199
Users cannot Access Cisco PCA Pages 200
Security Alert Displayed When Users Access Cisco Personal Communications Assistant Pages 200
Adding the SSL Certificate to the Trusted Root Store on User Workstations 201
Users cannot Access Unity Connection Web Tools from Cisco PCA 201
Users cannot Save Changes on Pages in Cisco PCA 201
Cisco PCA Error Messages 201
Error Message: “Sign-In Status – Account Has Been Locked.” 202
Error Message: “Apache Tomcat/<Version> – HTTP Status 500 – Internal Server Error.” 203
Error Message: “Site is Unavailable.” 203
Error Message: “Failed to <Save Message>” While Using PC Microphone in Cisco Unity Connection
Administration or Cisco PCA 203
Error Message: “Application Blocked by Security Settings. Your security settings have blocked a
self-signed application from running 204
Error Message “Access denied” When Trying to Play Recordings through Media Master Using
Phone 204
Missing Text on the Menu Bar (Microsoft Windows Only) 204
Re-Registering DLLs Required for the Cisco Personal Communications Assistant Menu Bar 204
Verifying if Tomcat Service is Running 205
Confirming That the Tomcat Service Is Running Using Real-Time Monitoring Tool (RTMT) 205
Confirming That the Tomcat Service Is Running Using the Command Line Interface (CLI) 205
Restarting the Tomcat Service Using the Command Line Interface (CLI) 206
Troubleshooting Personal Call Transfer Rules 207
CHAPTER 28
Troubleshooting Personal Call Transfer Rules 207
Personal Call Transfer Rules Settings Unavailable 207
Determining the Value of the Region Unrestricted Feature Licensing Option 207
Personal Call Transfer Rules and Destinations 207
Call Screening and Call Holding Options 208
Enabling the Screen the Call Option in the Personal Call Transfer Rules Web Tool 208
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Problems with the Application of Rules 208
Rules Not Applied When a User with Active Rules Receives a Call 209
Turning On Personal Call Transfer Rules for an Individual User 209
Rules Based on a Meeting Condition Not Applied Correctly 210
Problems with Transfer All Rule 211
Phone Menu Behavior Using Personal Call Transfer Rules 212
Phone Menu Option to Set or Cancel Forwarding All Calls to Unity Connection Unavailable 212
Inconsistent Behavior in Calls Placed through Unity Connection and Calls Placed Directly to a
User Phone 213
Call Looping During Rule Processing 213
Using Diagnostic Traces for Personal Call Transfer Rules 214
Using Performance Counters for Personal Call Transfer Rules 214
Troubleshooting Web Inbox 217
CHAPTER 29
Troubleshooting Web Inbox 217
Introduction 217
Web Inbox Error Messages 218
Error Message: “Sign-In Status – Account Has Been Locked.” 219
Error Message: “Apache Tomcat/<Version> – HTTP Status 500 – Internal Server Error.” 219
Error Message: “Site Is Unavailable.” 219
Error Message: "This User Account Does Not Have a Mailbox and Cannot Sign In to the Web
Inbox. To Use the Web Inbox, You Must Have an Account with a Mailbox." 219
Error Message: “Error While Uploading Message to Server” 219
Error Message: "HTML5 audio compatible browser or QuickTime Plug-in not found. Select Phone
option to play the message. Install Quick time plugin or open web inbox into firefox" 220
Send Option is Disabled on MAC Operating System 220
Adobe Flash Player Settings Dialog Box Unresponsive (Mac OS X with Firefox Only) 221
Changing Global Flash Player Privacy Settings to Allow the Web Inbox to Access the Computer
Microphone 221
Messages Not Displayed in Web Inbox 221
Sent Messages Not Displayed in Web Inbox 221
Verifying that Tomcat Service is Running 221
Confirming that the Tomcat Service is Running Using Real-Time Monitoring Tool (RTMT) 222
Confirming that the Tomcat Service is Running Using the Command Line Interface (CLI) 222
Restarting the Tomcat Service Using the Command Line Interface (CLI) 222
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Web Inbox Not Working with Internet Explorer 9 on Windows 7 64 bit 222
Troubleshooting the HTML Notifications 223
CHAPTER 30
HTML Notifications Not Received By the Users 223
Images Not Displayed on Microsoft Outlook 224
Images Not Displayed on IBM Lotus Notes 225
Hyperlinks Not Visible in the Email Notification 225
Unable to Launch Mini Web Inbox 225
Unable to View the Updated Mini Web Inbox Interface in Internet Explorer 225
Unable to Play and Record Voice Messages on Computer Using Mini Web Inbox 226
Troubleshooting Custom Roles 227
CHAPTER 31
Troubleshooting Custom Roles 227
Unable to Configure Custom Role 227
Getting "Not Authorized" Error Message on Role Assignment or Unassignment 227
Getting "Not Authorized" Error on Cisco Unity Connection Administration Pages 228
Troubleshooting Tenant Partitioning 229
APPENDIX A
Troubleshooting Issues while Deleting Tenant 229
Users of One Tenant are Able to Send Messages to Users of Other Tenants 230
Able to Hear the Opening Greeting Without being Asked for the PIN 230
Getting Option to Select Users from Other Partitions in Directory Result 231
Debugging Steps 231
Tenant Creation Fails with an Error Message "Non-Tenant users exist on Unity Connection" 231
Troubleshooting Problems While Integrating with Call Manager 232
Hearing the Fast Busy Tone on Dialing the Pilot Number 232
Hearing the Error Message - "The system is temporarily unable to complete your call" on Dialing
the Pilot Number 232
Troubleshooting Problems with Migration 233
"Mailbox could not be loaded" Error Shows Up 233
SMTP Proxy Address Not Updated on Unity Connection for One or More Subscribers After
Migration 233
Hearing a Wrong Post Greeting Recording for Users Belonging to a Tenant 234
Getting Incorrect Time for Incoming or Outgoing Messages 234
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Get Incorrect Language for the Incoming or Outgoing Users 234
Troubleshooting Phone View 235
APPENDIX B
Problems with Phone View 235
Application User Configured Incorrectly 235
User Phone Configuration Not Correct 236
Phone System Integration Configured Incorrectly 236
To Verify the Configuration of the Cisco Unified Communications Manager Phone System Integration
236
To Verify the Configuration of the User 237
Using Traces to Troubleshoot Phone View Issues 237
Troubleshooting Media Player 239
APPENDIX C
Using the Phone Device for Playback and Recording in Media Player 239
Designating a Phone System to Handle TRAP Connections 240
Problem Uploading a File in the Media Player 240
Unknown Error Appears while Using Media Player with Phone 241
Troubleshooting SNMP 243
APPENDIX D
Problems with SNMP 243
To Confirm That the SNMP Master Agent Service Is Running 243
Connection SNMP Agent Service Not Running 243
SNMP Community String Configured Incorrectly 244
Using Traces to Troubleshoot SNMP Issues 244
Troubleshooting Multi-Server Certificate 245
APPENDIX E
Initial Debugging and Identifying Topology Details 245
Initial Debugging 245
Collecting Log Files 245
CLI commands to List and Get Log Files 245
Required Log Files 245
CLI Commands examples 246
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CHAPTER 1
Troubleshooting Cisco Unity Connection
The Troubleshooting Guide for Cisco Unity Connection helps resolve problems that you might encounter
with Cisco Unity Connection. If your Unity Connection system is exhibiting a symptom that is documented
in this troubleshooting guide, perform the recommended troubleshooting procedures. However, if the symptom
is not documented in this troubleshooting guide, or if the recommended troubleshooting does not resolve the
problem, do the procedure mentioned in this chapter to determine whether the problem is caused by SELinux
Security policies. (SELinux replaced Cisco Security Agent(CSA) on Unity Connection servers.) You can also
use traces to troubleshoot various problems associated with Unity Connection.
For more information on the CLI commands, see the applicable Command Line Interface Reference Guide
for Cisco Unified Communications Solutions at .
• Troubleshooting Cisco Unity Connection, on page 1
Troubleshooting Cisco Unity Connection
Using Diagnostic Traces for Troubleshooting
Diagnostic traces can be used as a tool to assist you in troubleshooting problems. In Cisco Unity Connection
Serviceability, you enable traces to troubleshoot Cisco Unity Connection components. In Cisco Unified
Serviceability, you enable traces to troubleshoot services that are supported in Cisco Unified Serviceability.
After the traces are enabled, you can access the trace log files using Real-Time Monitoring Tool (RTMT) or
the command line interface (CLI).
Traces in Cisco Unity Connection Serviceability
Cisco Unity Connection Serviceability provides both micro traces and macro traces that you can enable
individually or in any combination.
Used to troubleshoot problems with specific Unity
Connection components.
Cisco Unity Connection Serviceability micro traces
Used to troubleshoot general areas of Unity
Connection functionality.
Cisco Unity Connection Serviceability macro traces
After the traces are enabled, you can access the trace log files using the Real-Time Monitoring Tool (RTMT)
or the command line interface (CLI).
Troubleshooting Guide for Cisco Unity Connection Release 12.x
1
Micro Traces for Selected Problems
You can use Cisco Unity Connection Serviceability micro traces to troubleshoot problems with specific Unity
Connection components. Table 1: Cisco Unity Connection Serviceability Micro Traces for Selected Problems
provides information on different Cisco Unity Connection Serviceability micro traces that you need for
troubleshooting selected problems and for viewing the trace logs. (For instructions on using Cisco Unity
Connection Serviceability micro traces, see the “Using Traces” chapter of the Administration Guide for
Cisco Unity Connection Serviceability Release 12.x, available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/serv_administration/b_12xcucservag.html).
Enabling Cisco Unity Connection Serviceability micro traces decreases system performance. Enable traces
only for troubleshooting purposes.
Note
Table 1: Cisco Unity Connection Serviceability Micro Traces for Selected Problems
Trace Log FilenameRTMT Service to SelectTraces to SetProblem Area
Audio Issues
diag_CuCsMgr_*.ucConnection Conversation
Manager
CML (all levels)
Playing an attachment via
the TUI
diag_CuNotifier_*.ucConnection Notifier
diag_Tomcat_*.ucConnection Tomcat
Application
diag_CuCsMgr_*.uc
Connection Conversation
Manager
ConvSub (all levels)
Calendar Integration Issues
diag_CuCsMgr_*.ucConnection Conversation
Manager.
CCL (levels 10, 11, 12,
13)
Calendar integration
diag_Tomcat_*.ucConnection Tomcat
Application
diag_CuCsMgr_*.uc
Connection Conversation
Manager
CsWebDav (levels 10, 11,
12, 13)
diag_Tomcat_*.ucConnection Tomcat
Application
diag_CuImapSvr_*.ucConnection IMAP Server
CsWebDav (levels 10
through 13)
Calendar integration
(event notifications)
Call Issues
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Troubleshooting Cisco Unity Connection
Micro Traces for Selected Problems
Trace Log FilenameRTMT Service to SelectTraces to SetProblem Area
diag_CuCsMgr_*.ucConnection Conversation
Manager
Arbiter (levels 14, 15, 16)
Routing rules
diag_CuCsMgr_*.ucConnection Conversation
Manager
RoutingRules (level 11)
Client Issues
diag_CuCsMgr_*.ucConnection Conversation
Manager
CML (all levels)
Cisco Unified Personal
Communicator client
(IMAP-related issues)
(see also “Cisco Unified
Personal Communicator
client (IMAP-related
issues)” in Table 2:
Cisco Unity Connection
Serviceability Macro
Traces for Selected
Problems)
diag_CuNotifier_*.ucConnection Notifier
diag_Tomcat_*.ucConnection Tomcat
Application
diag_CuCsMgr_*.uc
Connection Conversation
Manager
CsMalUmss (all levels)
diag_Tomcat_*.ucConnection Tomcat
Application
diag_CuImapSvr_*.uc
Connection IMAP ServerCuImapSvr (all levels)
diag_MTA_*.ucConnection Message
Transfer Agent
MTA (all levels)
diag_CuCsMgr_*.uc
Connection Conversation
Manager
CML (all levels)ViewMail for Outlook
(sending and receiving
messages)
(see also “ViewMail for
Outlook (sending and
receiving messages)” in
Table 2: Cisco Unity
Connection Serviceability
Macro Traces for Selected
Problems)
diag_CuNotifier_*.ucConnection Notifier
diag_Tomcat_*.ucConnection Tomcat
Application
diag_CuCsMgr_*.uc
Connection Conversation
Manager
CsMalUmss (all levels)
diag_Tomcat_*.ucConnection Tomcat
Application
diag_CuImapSvr_*.uc
Connection IMAP ServerCuImapSvr (all levels)
diag_MTA_*.ucConnection Message
Transfer Agent
MTA (all levels)
diag_SMTP_*.ucConnection SMTP ServerSMTP (all levels)
Unity Connection Cluster Issues
diag_CuSrm_*.ucConnection Server Role
Manager
SRM (all levels)
Unity Connection clusters
(except file replication)
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Troubleshooting Cisco Unity Connection
Micro Traces for Selected Problems
Trace Log FilenameRTMT Service to SelectTraces to SetProblem Area
diag_CuFileSync_*.ucConnection File SyncerCuFileSync (all levels)Unity Connection cluster
file replication
External Message Store Issues
diag_CuCsMgr_*.ucConnection Conversation
Manager
CML (all levels)
Accessing emails in an
external message store
diag_Tomcat_*.ucConnection Tomcat
Application
Fax Issues
diag_MTA_*.ucConnection Message
Transfer Agent
MTA (all levels)
File rendering
diag_MTA_*.ucConnection Message
Transfer Agent
MTA (all levels)SMTP messages are not
sent
diag_SMTP_*.ucConnection SMTP ServerSMTP (all levels)SMTP server mishandles
faxes
LDAP Issues
diag_CuCmDbEventListener_*.ucConnection CM Database
Event Listener
CuCmDbEventListenerLDAP synchronization
(see also “LDAP
synchronization” in Table
3: Cisco Unified
Serviceability Traces for
Selected Problems)
Message Issues
diag_MTA_*.ucConnection Message
Transfer Agent
MTA (all levels)
Dispatch messages
(see also “Dispatch
messages” in Table 2:
Cisco Unity Connection
Serviceability Macro
Traces for Selected
Problems)
Troubleshooting Guide for Cisco Unity Connection Release 12.x
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Troubleshooting Cisco Unity Connection
Micro Traces for Selected Problems
Trace Log FilenameRTMT Service to SelectTraces to SetProblem Area
diag_CuCsMgr_*.ucConnection Conversation
Manager
CML (all levels)IMAP messages
(see also “IMAP
messages”in Table 2:
Cisco Unity Connection
Serviceability Macro
Traces for Selected
Problems)
diag_CuNotifier_*.ucConnection Notifier
diag_Tomcat_*.ucConnection Tomcat
Application
diag_CuCsMgr_*.uc
Connection Conversation
Manager
CsMalUmss (all levels)
diag_Tomcat_*.ucConnection Tomcat
Application
diag_CuImapSvr_*.uc
Connection IMAP ServerCuImapSvr (all levels)
diag_MTA_*.ucUnity Connection
Message Transfer Agent
MTA (all levels)
diag_SMTP_*.ucConnection SMTP ServerSMTP (all levels)
diag_CuCsMgr_*.uc
Connection Conversation
Manager
CML (all levels)Message delivery and
retrieval
(see also “Message
delivery and retrieval” in
Table 2: Cisco Unity
Connection Serviceability
Macro Traces for Selected
Problems)
diag_CuNotifier_*.ucConnection Notifier
diag_Tomcat_*.ucConnection Tomcat
Application
diag_CuCsMgr_*.uc
Connection Conversation
Manager
CsMalUmss (levels 10,
14, 18, 22, 23, 26)
diag_Tomcat_*.ucConnection Tomcat
Application
diag_MTA_*.uc
Connection Message
Transfer Agent
MTA (all levels)
diag_CuCsMgr_*.ucConnection Conversation
Manager
Notifier (all levels except
6 and 7)
diag_CuNotifier_*.ucConnection Notifier
diag_SMTP_*.uc
Connection SMTP ServerSMTP (all levels)
diag_CuSysAgent_*.ucConnection System AgentUmssSysAgentTasks (all
levels)
diag_MTA_*.uc
Connection Message
Transfer Agent
MTA (all levels)Message Relay Issues
diag_SMTP_*.ucConnection SMTP ServerSMTP (all levels)
Troubleshooting Guide for Cisco Unity Connection Release 12.x
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Troubleshooting Cisco Unity Connection
Micro Traces for Selected Problems
Trace Log FilenameRTMT Service to SelectTraces to SetProblem Area
diag_CuCsMgr_*.uc
Connection Conversation
Manager
CML (all levels)NDRs
(see also “NDRs” in Table
2: Cisco Unity
Connection Serviceability
Macro Traces for Selected
Problems)
diag_CuNotifier_*.ucConnection Notifier
diag_Tomcat_*.ucConnection Tomcat
Application
diag_CuCsMgr_*.uc
Connection Conversation
Manager
CuCsMgr (all levels)
diag_CuCsMgr_*.uc
Connection Conversation
Manager
CuCsMgr (all levels)Notifications not sent
(see also “Notifications
not sent” in Table 2:
Cisco Unity Connection
Serviceability Macro
Traces for Selected
Problems)
diag_CuCsMgr_*.ucConnection Conversation
Manager
Notifier (all levels except
6 and 7)
diag_CuNotifier_*.ucConnection Notifier
diag_CuNotifier_*.ucConnection Notifier
Notifier (all levels except
6 and 7)
SMTP/HTML
notification/Intelligent
Notification
diag_SMTP_*.ucConnection SMTP ServerSMTP (all levels)
diag_CuSysAgent_*.uc
Connection System AgentUmssSysAgentTasks (all
levels)
Secure message aging
diag_CuCsMgr_*.ucConnection Conversation
Manager
Notifier (all levels except
6 and 7)
SMS notifications
diag_CuNotifier_*.ucConnection Notifier
Networking Issues
diag_CuReplicator_*.ucConnection Digital
Networking Replication
Agent
CuReplicator
Intrasite Networking
replication
(see also “Intrasite
Networking replication”
in Table 2: Cisco Unity
Connection Serviceability
Macro Traces for Selected
Problems)
diag_Tomcat_*.ucConnection Tomcat
Application
Feeder (levels 00, 01, 02,
03)
Intersite Networking
replication
diag_CuSysAgent_*.ucConnection System AgentFeedReader (levels 00, 01,
02, 03, 10, 14)
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Troubleshooting Cisco Unity Connection
Micro Traces for Selected Problems
Trace Log FilenameRTMT Service to SelectTraces to SetProblem Area
diag_CuSysAgent_*.uc
Connection System AgentFeedReader (levels 00, 01,
02, 03, 10, 14)
HTTP(S) Networking
diag_Tomcat_*.ucConnection Tomcat
Application
Feeder (levels 00, 01, 02,
03)
diag_MTA_*.uc
Connection Message
Transfer Agent
MTA (all levels)VPIM message delivery
(see also “VPIM message
delivery” in Table 2:
Cisco Unity Connection
Serviceability Macro
Traces for Selected
Problems)
diag_SMTP_*.ucConnection SMTP ServerSMTP (all levels)
Personal Call Transfer Rule Issues
diag_CuCsMgr_*.ucConnection Conversation
Manager
CCL (levels 10, 11, 12,
13)
Accessing calendar
information
diag_Tomcat_*.ucConnection Tomcat
Application
diag_CuCsMgr_*.uc
Connection Conversation
Manager
CsWebDav (levels 10, 11,
12, 13)
diag_Tomcat_*.ucConnection Tomcat
Application
diag_CuCsMgr_*.ucConnection Conversation
Manager
ConvSub (all levels)Configuring personal call
transfer rule settings by
phone
diag_CuCsMgr_*.ucConnection Conversation
Manager
ConvRoutingRules (all
levels)
Rule processing during
calls to a rules-enabled
user
diag_Tomcat_*.ucConnection Tomcat
Application
RulesEngine (all levels)
diag_CuCsMgr_*.ucConnection Conversation
Manager
diag_CuCsMgr_*.ucConnection Conversation
Manager
CDE (all levels)Rules-related
conversations
Phone View Issues
diag_CuCsMgr_*.ucConnection Conversation
Manager
PhoneManager (all levels)
Phone View
Report Issues
diag_CuReportDataHarvester_*.ucConnection Report Data
Harvester
ReportDataHarvester (all
levels)
Data collection in reports
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Troubleshooting Cisco Unity Connection
Micro Traces for Selected Problems
Trace Log FilenameRTMT Service to SelectTraces to SetProblem Area
diag_Tomcat_*.ucConnection Tomcat
Application
CuService (all levels)Display of reports
RSS Feed Issues
diag_Tomcat_*.ucConnection Tomcat
Application
RSS (all levels)
Access to RSS feeds of
voice messages
SNMP Issues
diag_CuSnmpAgt_*.ucConnection SNMP AgentCuSnmpAgt (all levels)
SNMP
SpeechView Transcription Issues
diag_MTA_*.ucConnection Message
Transfer Agent
SttClient (all levels)
SpeechView
transcriptions
diag_SttService_*.ucConnection SpeechView
Processor
SttService (all levels)
diag_SMTP_*.ucConnection SMTP ServerSMTP (all levels)
diag_MTA_*.ucConnection Message
Transfer Agent
MTA (level 10, 11, 12,
13)
diag_CuSysAgent_*.ucConnection System AgentSysAgent (level 10, 11,
12, 16)
diag_CuNotifier_*.uc
Connection NotifierNotifier (level 16, 21, 25,
30)
Sending transcriptions to
notification devices
Test Button (External Service and External Service Account) Issues
diag_Tomcat_*.ucConnection Tomcat
Application
CuESD (all levels)
Test button (external
service diagnostic tool)
Web Inbox Issues
diag_Tomcat_*.ucConnection Tomcat
Application
VMREST (all levels)
Interactions with
Representational State
Transfer (REST) API
Jabber VoiceMail Issues
Troubleshooting Guide for Cisco Unity Connection Release 12.x
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Troubleshooting Cisco Unity Connection
Micro Traces for Selected Problems
Trace Log FilenameRTMT Service to SelectTraces to SetProblem Area
localhost_access_log.txtCisco TomcatNot Applicable as it is
enabled by default
Jabber VoiceMail
request.logConnection JettyNot Applicable as it is
enabled by default
diag_CuNotifier_*.ucConnection NotifierNotifier (level 18 and 21)
diag_Tomcat_*.ucConnection Tomcat
Application
Cuca
diag_Tomcat_*.ucConnection Tomcat
Application
VMREST
diag_CuCsMgr_*.uc
Connection Conversation
Manager
TRAP - (all levels)Visual VoiceMail Issues
diag_Tomcat_*.ucConnection Tomcat
Application
VMREST (all levels)
diag_CuCsMgr_*.ucConnection Conversation
Manager
Arbiter - (level 12 to17)
diag_CuCsMgr_*.ucConnection Conversation
Manager
CDE-04 - <13-17>
diag_CuCsMgr_*.ucCuConnection Conversation
Manager
MiuCall - (all levels)
diag_CuCsMgr_*.ucConnection Conversation
Manager
MiuGeneral - (all levels)
diag_CuCsMgr_*.ucConnection Conversation
Manager
MiuIO - <11-15>
diag_CuCsMgr_*.ucConnection Conversation
Manager
MiuMethod - (all levels)
diag_CuCsMgr_*.ucConnection Conversation
Manager
MiuSIP - (all levels)
diag_CuCsMgr_*.ucConnection Conversation
Manager
MiuSIPStack - (all levels)
diag_CuMixer_*.ucConnection MixerMixer - (all levels)
Cisco Smart Software Licensing Issues
diag_CuSlmSvr_*.ucConnection Smart License
Manager Server
CuSlmSvr (all levels)
Licensing
Tenant Partitioning Issues
Troubleshooting Guide for Cisco Unity Connection Release 12.x
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Troubleshooting Cisco Unity Connection
Micro Traces for Selected Problems
Trace Log FilenameRTMT Service to SelectTraces to SetProblem Area
diag_Tomcat_*.ucConnection Tomcat
Application
Cuca
Tenant Partitioning
diag_Tomcat_*.ucConnection Tomcat
Application
VMREST (all levels)
Video Greetings Issues
diag_CuCsMgr_*.ucConnection Conversation
Manager
CDE (level 1, 10 to 17,
20, 21)
Video Greetings
diag_CuCsMgr_*.ucConnection Conversation
Manager
ConvSub (level 01 to 05)
diag_CuCsMgr_*.ucConnection Conversation
Manager
MiuIO (level 11 to 13, 25,
27)
diag_CuCsMgr_*.ucConnection Conversation
Manager
Miu Sip/Miu Sip Stack
(all levels)
diag_CuCsMgr_*.ucConnection Conversation
Manager
MiuMethods/MiuCall (all
levels)
diag_CuMixer_*.ucConnection MixerMixer (levels 01 to 04)
diag_CuCsMgr_*.ucConnection Conversation
Manager
Video (level 10 and 11)
SAML SSO Issues
ssosp*.log
ssoApp.log
Cisco Tomcat
Cisco Tomcat Security
Cisco SSO
CLI Command to activate
SAML SSO logs:
admin: set samltrace level
<trace-level>
where
trace-level can be
BEBUG, INFO,
WARNING, ERROR, or
FATAL
CLI Command to check
trace level:
admin: show samltrace
level
SAML SSO
Miscellaneous Issues
diag_CuMbxSync_*.ucConnection Mailbox SyncCsMbxSync
Synchronization traces
between Unity
Connection and Exchange
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Troubleshooting Cisco Unity Connection
Micro Traces for Selected Problems
Trace Log FilenameRTMT Service to SelectTraces to SetProblem Area
diag_CuMbxSync_*.ucConnection Mailbox SyncCsEwsExchange EWS calls in
MbxSync diag
Connection JettyEWSNotifyEWS notification in Jetty
web service diags
diag_CuMbxSync)_*.ucConnection Mailbox SyncCsWebDavExchange 2003 webdav
protocol diags
diag_Tomcat_*.ucConnection Tomcat
Application
CuEsdActivities of Connection
external service
diag_CuMta_*.ucConnection Message
Transfer Agent
MTAMessage deposition on
Connection
diag_Tomcat_*.ucConnection Tomcat
Application
CucaCUCA test buttons for
UM service and UM user
pages
diag_CuMbxSync_*.ucConnection Mailbox SyncMbxLocatorAutodiscovery feature
diags
diag_DbEventPublisher_*.ucConnection DB Event
Publisher
DBEventMbxSyncQ and
EWSNotiftQ events
PIN Synchronization Issues
diag_CuCsMgr_*.ucConnection Conversation
Manager
AxlAccess (level 00,01)
PIN Synchronization
Issues
diag_Tomcat_*.ucTomcat LogsBulk Administration Tool
(all levels)
diag_Tomcat_*.ucTomcat LogsCiscoPCA (level
00,01,02,13)
diag_Tomcat_*.ucTomcat LogsCuca (all levels)
diag_CuCsMgr_*.ucConnection Conversation
Manager
CuCsMgr (level 10)
diag_Tomcat_*.ucTomcat LogsVMREST (all levels)
diag_CuCsMgr_*.ucConnection Conversation
Manager
CDL (level 10 and 11)
diag_CuCsMgr_*.ucConnection Conversation
Manager
ConvSub (level
01,03,04,05)
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Troubleshooting Cisco Unity Connection
Micro Traces for Selected Problems
Macro Traces for Selected Problems
Cisco Unity Connection Serviceability macro traces enable a preselected set of micro traces with which you
can troubleshoot general areas of Unity Connection functionality.
Table 2: Cisco Unity Connection Serviceability Macro Traces for Selected Problems lists the information for
Cisco Unity Connection Serviceability macro traces that you need for troubleshooting selected problems and
for viewing the trace logs. (For instructions on using Cisco Unity Connection Serviceability macro traces, see
the “Using Traces” chapter of the Administration Guide for Cisco Unity Connection Serviceability Release
12.x, available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/serv_administration/b_12xcucservag.html).
Enabling Cisco Unity Connection Serviceability macro traces decreases system performance. Enable traces
only for troubleshooting purposes.
Note
Table 2: Cisco Unity Connection Serviceability Macro Traces for Selected Problems
Trace Log FilenameRTMT Service to SelectTraces to SetProblem Area
Audio Issues
diag_CuCsMgr_*.ucConnection Conversation
Manager
Media (Wave) Traces
Audio quality
diag_CuMixer_*.ucConnection Mixer
Call Issues
diag_CuCsMgr_*.ucConnection Conversation
Manager
Call Control (Miu) Traces
(expand the macro trace
to select SIP or SCCP)
Call control
diag_CuCsMgr_*.ucConnection Conversation
Manager
Call Flow DiagnosticsCall flow
diag_CuCsMgr_*.ucConnection Conversation
Manager
Call Control (Miu) Traces
(expand the macro trace
to select SIP or SCCP)
ViewMail for Outlook
(recording or playback by
phone)
Client Issues
diag_CuCsMgr_*.ucConnection Conversation
Manager
Call Flow Diagnostics
Cisco Unified Personal
Communicator client
(IMAP-related issues)
(see also “Cisco Unified
Personal Communicator
client (IMAP-related
issues)” in Table 1:
Cisco Unity Connection
Serviceability Micro
Traces for Selected
Problems)
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Troubleshooting Cisco Unity Connection
Macro Traces for Selected Problems
Trace Log FilenameRTMT Service to SelectTraces to SetProblem Area
diag_CuCsMgr_*.ucConnection Conversation
Manager
Call Flow DiagnosticsViewMail for Outlook
(sending and receiving
messages)
(see also “ViewMail for
Outlook (sending and
receiving messages)” in
Table 1: Cisco Unity
Connection Serviceability
Micro Traces for Selected
Problems)
diag_CuCsMgr_*.ucConnection Conversation
Manager
ViewMail for Outlook
diag_CuImapSvr_*.ucConnection IMAP Server
diag_MTA_*.ucConnection Message
Transfer Agent
diag_Tomcat_*.ucConnection Tomcat
Application
diag_Tomcat_*.ucConnection REST Service
diag_CuMbxSync_*.ucConnection Mailbox Sync
Cisco Unity Connection Serviceability Issues
diag_Tomcat_*.ucConnection Tomcat
Application
Connection Serviceability
Web Service
Cisco Unity Connection
Serviceability
Conversation Issues
diag_CuCsMgr_*.ucConnection Conversation
Manager
Conversation Traces
Conversations
Message Issues
diag_CuCsMgr_*.ucConnection Conversation
Manager
Call Flow Diagnostics
Dispatch messages
(see also “Dispatch
messages” in Table 1:
Cisco Unity Connection
Serviceability Micro
Traces for Selected
Problems)
diag_CuCsMgr_*.ucConnection Conversation
Manager
Call Flow DiagnosticsIMAP messages
(see also “IMAP
messages” in Table 1:
Cisco Unity Connection
Serviceability Micro
Traces for Selected
Problems)
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Troubleshooting Cisco Unity Connection
Macro Traces for Selected Problems
Trace Log FilenameRTMT Service to SelectTraces to SetProblem Area
diag_MTA_*.ucConnection Message
Transfer Agent
Message Tracking TracesMessage delivery and
retrieval
(see also “Message
delivery and retrieval” in
Table 1: Cisco Unity
Connection Serviceability
Micro Traces for Selected
Problems)
diag_CuSysAgent_*.ucConnection System Agent
diag_CuCsMgr_*.ucConnection Conversation
Manager
diag_Tomcat_*.ucConnection Tomcat
Application
diag_CuImapSvr_*.ucConnection IMAP Server
diag_CuCsMgr_*.ucConnection Conversation
Manager
Call Flow DiagnosticsNDRs
(see also “NDRs” in Table
1: Cisco Unity
Connection Serviceability
Micro Traces for Selected
Problems)
diag_CuCsMgr_*.ucConnection Conversation
Manager
Traces for Other
Notification Problems
(expand the macro trace
to select SIP or SCCP)
Notifications not sent
(see also “Notifications
not sent” in Table 1:
Cisco Unity Connection
Serviceability Micro
Traces for Selected
Problems)
diag_CuNotifier_*.ucConnection Notifier
diag_CuMbxSync_*.ucConnection Mailbox Sync
Single Inbox TracesMessage not synchronized
in Unified Messaging
MWI Issues
diag_CuCsMgr_*.ucConnection Conversation
Manager
Traces for MWI problems
(expand the macro trace
to select SIP or SCCP)
MWIs
diag_CuNotifier_*.ucConnection Notifier
Networking Issues
diag_CuReplicator_*.ucConnection Digital
Networking Replication
Agent
Digital Networking
Intrasite Networking
replication
(see also “Intrasite
Networking replication”
in Table 1: Cisco Unity
Connection Serviceability
Micro Traces for Selected
Problems)
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Troubleshooting Cisco Unity Connection
Macro Traces for Selected Problems
Trace Log FilenameRTMT Service to SelectTraces to SetProblem Area
diag_CuCsMgr_*.ucConnection Conversation
Manager
Call Flow DiagnosticsVPIM message delivery
(see also “VPIM message
delivery” in Table 1:
Cisco Unity Connection
Serviceability Micro
Traces for Selected
Problems)
Startup Issues
diag_CuCsMgr_*.ucConnection Conversation
Manager
Unity Startup
Unity Connection startup
fails
diag_CuNotifier_*.ucConnection Notifier
Text to Speech Issues
diag_CuCsMgr_*.ucConnection Conversation
Manager
Call Control (Miu) Traces
(expand the macro trace
to select SIP or SCCP)
Text to Speech
diag_CuCsMgr_*.ucConnection Conversation
Manager
Media (Wave) Traces
diag_CuMixer_*.ucConnection Mixer
diag_CuCsMgr_*.uc
Connection Conversation
Manager
Text to Speech (TTS)
Traces
Using Micro or Macro Traces
When you use Cisco Unity Connection Serviceability micro traces or macro traces to troubleshoot problems
in Unity Connection, you must first enable the applicable traces in Cisco Unity Connection Serviceability.
Then you can use the Real-Time Monitoring Tool (RTMT) or the command line interface (CLI) to collect
and view the logs that are generated by the traces.
Enabling Micro or Macro Traces and View Trace Logs
Procedure
PurposeCommand or Action
In Cisco Unity Connection Serviceability, on the Trace
menu, do either of the following:
Step 1
• select Micro Traces to enable micro traces.
• Select Macro Traces to enable macro traces.
On the Micro Traces or Macro Traces page, in the Server
field, select the name of the Unity Connection server and
select Go.
Step 2
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Troubleshooting Cisco Unity Connection
Using Micro or Macro Traces
PurposeCommand or Action
Do either of the following:
Step 3
• In the Micro Trace field, select the micro trace that
you want to set and select Go.
• Check the check box of the macro trace that you want
to enable.
Under Micro Traces or Macro Traces, check the check
boxes for the micro-trace or macro-trace levels that you
want to set and select Save.
Step 4
Reproduce the problem.
Step 5
You can access the trace log files using the command line
interface (CLI). For information, see the applicable
To collect the trace log files, launch the Real-Time
Monitoring Tool (RTMT). For detailed instructions, see
Step 6
Command Line Interface Reference Guide for Ciscothe “Working with Trace and Log Central” chapter of the
applicable Cisco Unified Real-Time Monitoring Tool
Unified Solutions at
http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.
Administration Guide, available at
http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.
In RTMT, on the System menu, select Tools > Trace >
Trace & Log Central.
Step 7
In the Trace & Log Central tree hierarchy, double-click
Collect Files.
Step 8
In the Select CUC Services/Application tab, check the
check boxes for the applicable services and select Next.
Step 9
In the Select System Services/Applications tab, select Next.
Step 10
In the Collection Time group box, specify the time range
for which you want to collect traces.
Step 11
In the Download File option group box, specify the options
you want for downloading traces.
Step 12
Select Finish.
Step 13
To view the trace files that you collected, you can use the
Local Browse option of the trace collection feature.
Step 14
In Cisco Unity Connection Serviceability, disable the traces
that you enabled in Step 3 and Step 4, then select Save.
Step 15
Traces in Cisco Unified Serviceability
Traces for Selected Problems
You can use Cisco Unified Serviceability traces to troubleshoot certain problems. After the traces are enabled,
you can access the trace log files using the Real-Time Monitoring Tool (RTMT) or the command line interface
(CLI).
Table 3: Cisco Unified Serviceability Traces for Selected Problems lists the information for Cisco Unified
Serviceability traces that you need for troubleshooting selected problems and for viewing the trace logs. (For
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Troubleshooting Cisco Unity Connection
Traces in Cisco Unified Serviceability
detailed information on using Cisco Unified Serviceability traces, see the “Trace” chapter of the applicable
Cisco Unified Serviceability Administration Guide at
http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.)
Enabling Cisco Unified Serviceability traces decreases system performance. Enable traces only for
troubleshooting purposes.
Note
Table 3: Cisco Unified Serviceability Traces for Selected Problems
RTMT Service to SelectTraces to SetProblem Area
Cisco DRF Local Cisco DRF
Master
Cisco DRF Local Cisco DRF
Master
Backing up and restoring
Cisco DirSyncCisco DirSyncLDAP synchronization
Cisco CallManager RealmCisco CCMRealm Web ServiceWeb application sign-in
Using Traces to Troubleshoot Problems
When you use Cisco Unified Serviceability traces to troubleshoot problems in Cisco Unity Connection, you
must first enable the applicable traces in Cisco Unified Serviceability. Then you can use the Real-Time
Monitoring Tool (RTMT) or the command line interface (CLI) to collect and view the logs that are generated
by the traces.
Enabling Cisco Unified Serviceability Traces and View Trace Logs
Step 1 In Cisco Unified Serviceability, on the Trace menu, select Troubleshooting Trace Settings.
Step 2 On the Troubleshooting Trace Settings page, under Directory Services, check the check box for the trace that you want
to enable and select Save.
Step 3 Reproduce the problem.
Step 4 To collect the trace log files, launch the Real-Time Monitoring Tool (RTMT). For detailed instructions, see the “Working
with Trace and Log Central” chapter of the applicable Cisco Unified Real-Time Monitoring Tool Administration Guide,
available at http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.
You can access the trace log files using the command line interface (CLI). For information, see the applicable Command
Line Interface Reference Guide for Cisco Unified Communications Solutions at
http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.
Step 5 In RTMT, on the System menu, select Tools > Trace > Trace & Log Central.
Step 6 In the Trace & Log Central tree hierarchy, double-click Collect Files.
Step 7 In the Select CUC Services/Application tab, select Next.
Step 8 In the Select System Services/Applications tab, check the check boxes for the applicable service and select Next.
Step 9 In the Collection Time group box, specify the time range for which you want to collect traces.
Step 10 In the Download File option group box, specify the options you want for downloading traces.
Step 11 Select Finish.
Step 12 To view the trace files that you collected, you can use the Local Browse option of the trace collection feature.
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Troubleshooting Cisco Unity Connection
Using Traces to Troubleshoot Problems
CHAPTER 2
Troubleshooting Utilities
• Grammar Statistics Tool, on page 19
• Cisco Unity Connection Serviceability, on page 20
• Task Management Tool, on page 20
• Cisco Voice Technology Group Subscription Tool, on page 21
• Real-Time Monitoring Tool, on page 21
• Cisco Unified Serviceability, on page 21
• Remote Database Administration Tools, on page 22
• Cisco Utilities Database Link for Informix (CUDLI), on page 22
• Remote Port Status Monitor, on page 22
• Application Audit Logging, on page 22
• Network Analyzer, on page 23
• System Restore Tool, on page 23
Grammar Statistics Tool
The Grammar Statistics tool shows information about the dynamic name grammars that are used by the Unity
Connection voice-recognition conversation to match caller utterances to the names of objects on the system
(for example, usernames and alternate names, distribution list names, and so on). When administrators add
or change names on the Unity Connection system, the names are not recognized by the voice-recognition
conversation until they are compiled in the grammars.
For each name grammar, the tool displays information such as the finish time of the last grammar recompilation,
the total number of unique items in the grammar, whether there are updates pending to the grammar, and
whether the grammar is currently in the process of being recompiled.
By default, Unity Connection recompiles grammars when administrators add named objects or change object
names on the system (unless a bulk operation is in progress, in which case Unity Connection waits ten minutes
for the operation to complete before recompiling the grammars), or when there are more than five changes
requested in the space of a minute. If the grammars have grown to the point where the name grammar
recompilation process is affecting the performance of your Unity Connection server during busy periods, you
can modify the default Voice Recognition Update Schedule (under System Settings > Schedules in Cisco Unity
Connection Administration) to limit the times and days when the Unity Connection voice-recognition transport
utility can automatically rebuild the voice-recognition name grammars. By default, all days and times are
active for this schedule; if you modify the schedule but want to override the schedule while it is inactive and
force an immediate recompilation of all grammars, or if you want to force recompilation during the ten minute
Troubleshooting Guide for Cisco Unity Connection Release 12.x
19
wait period after a bulk operation has been initiated, you can select the Rebuild Grammars button on the
Grammar Statistics tool.
Cisco Unity Connection Serviceability
Cisco Unity Connection Serviceability, a web-based troubleshooting tool for Unity Connection, provides the
following functionality:
• Displaying Unity Connection alarm definitions, which you can use for troubleshooting.
• Enabling Unity Connection traces. You can collect and view trace information in the Real-Time Monitoring
Tool (RTMT).
• Configuring the logs to which Unity Connection trace information is saved.
• Viewing and changing the server status of the Unity Connection servers when a Unity Connection cluster
is configured.
• Viewing the status of the Unity Connection feature services.
• Activating, deactivating, starting, and stopping the Unity Connection services.
• Generating reports that can be viewed in different file formats.
Depending on the service and component involved, you may complete serviceability-related tasks in both
Cisco Unity Connection Serviceability and Cisco Unified Serviceability. For example, you may need to start
and stop services, view alarms, and configure traces in both applications to troubleshoot a problem.
For more information, see the Administration Guide for Cisco Unity Connection Serviceability Release 12.x,
at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/serv_administration/b_12xcucservag/b_12xcucservag_chapter_00.html.
Task Management Tool
The Task Management pages list a variety of system maintenance and troubleshooting tasks that Unity
Connection automatically runs on a regular schedule. Tasks can be run at the same time as backups and
anti-virus scans.
The default settings and schedules for each task are optimized for functionality and performance. We
recommend that you not change the default settings and schedules.
Some tasks are critical to Unity Connection functionality. Disabling or changing the frequency of critical
tasks may adversely affect performance or cause Unity Connection to stop functioning.
Caution
Accessing the Task Management Tool
Step 1 In Cisco Unity Connection Administration, expand Tools.
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Troubleshooting Utilities
Cisco Unity Connection Serviceability
Step 2 Select Task Management.
Cisco Voice Technology Group Subscription Tool
You can use the Cisco Voice Technology Group Subscription tool to be notified by email of any Unity
Connection software updates. To subscribe, go to the Cisco Voice Technology Group Subscription Tool page
at http://www.cisco.com/cgi-bin/Software/Newsbuilder/Builder/VOICE.cgi.
Real-Time Monitoring Tool
The Real-Time Monitoring Tool (RTMT), which runs as a client-side application, uses HTTPS and TCP to
monitor system performance, device status, device discovery, and CTI applications for Unity Connection.
RTMT can connect directly to devices via HTTPS to troubleshoot system problems. RTMT can also monitor
the voice messaging ports on Unity Connection.
RTMT allows you to perform the following tasks:
• Monitoring a set of predefined management objects that focus on the health of the system.
• Generating various alerts, in the form of emails, for objects when values go over or below user-configured
thresholds.
• Collecting and viewing traces in various default viewers that exist in RTMT.
• Viewing syslog messages and alarm definitions in SysLog Viewer.
• Working with performance-monitoring counters.
• Monitoring the voice messaging ports on Unity Connection. When a Unity Connection cluster is
configured, you can open multiple instances of RTMT to monitor voice messaging ports on each server
in the Unity Connection cluster.
For more information, see the Cisco Unified Real-Time Monitoring Tool Administration Guide at
http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.
Cisco Unified Serviceability
Cisco Unified Serviceability, a web-based troubleshooting tool for Unity Connection, provides the following
functionality:
• Saving alarms and events for troubleshooting and providing alarm message definitions.
• Saving trace information to various log files for troubleshooting.
• Providing feature services that you can turn on, turn off, and view through the Service Activation window.
• Providing an interface for starting and stopping feature and network services.
• Generating and archiving daily reports; for example, alert summary or server statistic reports.
• Monitoring the number of threads and processes in the system; uses cache to enhance the performance.
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Troubleshooting Utilities
Cisco Voice Technology Group Subscription Tool
Depending on the service and component involved, you may complete serviceability-related tasks in both
Cisco Unified Serviceability and Cisco Unity Connection Serviceability. For example, you may need to start
and stop services, view alarms, and configure traces in both applications to troubleshoot a problem.
Remote Database Administration Tools
A database proxy can be enabled to allow the use of some Windows-based remote database administration
tools that are available on the Cisco Unity Tools website (http://ciscounitytools.com), where updates to utilities
are frequently posted between Unity Connection releases.
You can sign up to be notified when the utilities posted on the Cisco Unity Tools website are updated. Go to
http://ciscounitytools.com and select Sign Up Here.
Note
For details on enabling remote database access, see the “Enabling Database Access for Remote Administration
Tools” section in the “Tools” chapter of the System Administration Guide for Cisco Unity Connection Release
12.x, available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/administration/guide/b_12xcucsag.html.
Cisco Utilities Database Link for Informix (CUDLI)
The Cisco Utilities Database Link for Informix (CUDLI) tool allows you to navigate the Unity Connection
database, learn about the purpose of data in a particular table or column, and jump between referenced objects
in the database. It also shows stored procedures and includes a custom query builder.
Download the tool and view training videos and Help at
http://www.ciscounitytools.com/Applications/CxN/CUDLI/CUDLI.html.
Remote Port Status Monitor
The Remote Port Status Monitor (rPSM) provides a real-time view of the activity of each voice messaging
port on Unity Connection to assist in troubleshooting conversation flow and other problems.
Download the tool and view training videos and Help at
http://www.ciscounitytools.com/Applications/CxN/PortStatusMonitorCUC7x/PortStatusMonitorCUC7x.html.
Application Audit Logging
Application audit logging reports configuration and administrative changes for Cisco Unity Connection
Administration, Cisco Personal Communications Assistant, Cisco Unity Connection Serviceability, Cisco
Unified Serviceability, Real-Time Monitoring Tool (RTMT), and the command-line interface (CLI). It also
reports user authentication events for Unity Connection clients that use the Representational State Transfer
(REST) APIs, and reports API calls for clients that use the Cisco Unity Connection Provisioning Interface
(CUPI) or the Diagnostic Portal API (used by Analysis Manager in RTMT).
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Troubleshooting Utilities
Remote Database Administration Tools
Application audit logging is enabled by default. Users with the Audit Administrator role can configure auditing
on the Tools > Audit Log Configuration page in Cisco Unified Serviceability. (By default, the application
administration account that is created during installation is assigned the Audit Administrator role.) For Cisco
Business Edition, the Audit Log Configuration page settings also control auditing for Cisco Unified
Communications Manager components.
To access the audit logs, users with the Audit Administrator role can use the Real-Time Monitoring Tool. In
Trace and Log Central, go to System > Audit Logs > Nodes. After you select the node, another window
displays System > Cisco Audit Logs. The application audit logs are stored in the AuditApp folder. In a Unity
Connection cluster, the publisher and subscriber each have separate application audit logs which you can
reach by selecting the appropriate node.
Database and operating system audit logging are also available in Unity Connection, although they are disabled
by default. For more information on audit logging, see the “Configuring the Audit Log” chapter of the applicable
Cisco Unified Serviceability Administration Guide at
http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.
Network Analyzer
The Network Analyzer is a tool that allows administrators to analyze the state of the network and monitor
every node through visual representation of the network topology. It also enables administrators to synchronize
the data in HTTP(S) networking through tool itself.
For more information on network analyzer, see the network analyzer documentation available at
http://www.ciscounitytools.com/Applications/General/NetworkAnalyzer/Help/ConnectionNetworkAnalyzer.htm
.
System Restore Tool
To diagnose the issues related to System Restore Tool, you can view the ERRORS.log file created at path
/common/RestorePoints/recent. You can also use the diag_CuSysAgent.uc logs to troubleshoot issues
corresponding to System Restore sysagent task. This section further covers the errors that you might get while
using System Restore Tool.
Database Error While Creating Restore Point
If you are getting the "Database is not online" error while creating a restore point through CLI, reboot the
system to get the database up.
Error in Index Validation
If you are getting any or all of the following errors related to index validation in ERROR.log file, drop and
recreate the corrupted indexes.
• ERROR: Bad key information in TBLspace description.
• ERROR: Index ix_tbl_message_messageobjectidtypepriority for unitymbxdb1:informix.tbl_message is
bad.
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Troubleshooting Utilities
Network Analyzer
Troubleshooting Guide for Cisco Unity Connection Release 12.x
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Troubleshooting Utilities
Error in Index Validation
CHAPTER 3
Troubleshooting Cisco Unity Connection
Deployments
• Troubleshooting Installation Issues, on page 25
• Troubleshooting Upgrade Issues, on page 26
• Troubleshooting SELinux Issues, on page 26
Troubleshooting Installation Issues
If you receive an error during installation of Cisco Unity Connection, do the following:
• Check if you are meeting the platform requirements mentioned in Cisco Unity Connection 12.x Supported
Platforms List at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/supported_platforms/b_12xcucspl.html.
• Make sure that you have met the software requirements mentioned in System Requirements for Cisco Unity
Connection Release 12.x at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/requirements/b_12xcucsysreqs.html.
• Check if the problem is because of SELinux mode on publisher server during the installation of a subscriber
server. See Troubleshooting SELinux Issues section.
• Review install logs to diagnose the problem. You can use CLI command or RTMT to collect installation
logs. For more information on collecting logs from CLI command, see “file get” section of the “File
Commands” chapter of the applicable Command Line Interface Reference Guide for Cisco Unified
Communications Solutions. For information on collecting logs from RTMT, see the “Collect Installation
Logs” section of the “Traces and Logs” chapter of the applicable Cisco Unified Real-Time Monitoring
Tool Administration Guide. You can locate both the guide at
http://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-maintenance-guides-list.html.
If you receive any error while installing the subscriber server, you can review the
install logs of the subscriber server to troubleshoot the problem.
Note
• Contact Cisco TAC if you are not able to resolve the issue.
Troubleshooting Guide for Cisco Unity Connection Release 12.x
25
Troubleshooting Upgrade Issues
Following are the issues that you might face while upgrading from one version of Unity Connection to another:
• Switch Version Failures: To troubleshoot the switch version failures as a part of upgrade from Unity
Connection 8.6 to a later version, verify whether the problem is caused by SELinux security policies.
For more information, see the Troubleshooting SELinux Issues section. You can also review install logs
for upgrade failure. For more information on how to collect install logs, see applicable Command Line
Interface Reference Guide for Cisco Unified Communications Solutions and Cisco Unified Real-Time
Monitoring Tool Administration Guide at
http://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-maintenance-guides-list.html.
Make sure to run pre upgrade CLI to verify if the system is good to upgrade.
Note
Troubleshooting Locale Issues After Upgrade
If you face any problem related to locale after upgrade, do the following
Step 1 Check if the locale is installed or not using the show cuc locales CLI command.
Step 2 In Cisco Unity Connection Administration, navigate to Users > Users and select a user for whom locale is not displaying
correctly.
Step 3 Verify that the correct language is selected from the language drop-down list.
Step 4 Click Save to apply the settings.
Troubleshooting SELinux Issues
Step 1 To check the status of SELinux on Unity Connection server, run the Command Line Interface (CLI) command utils os
secure status.
Step 2 If SELinux is in Enforcing mode, run the CLI command utils os secure permissive to put the Unity Connection server in
Permissive mode.
Step 3 Try to reproduce the symptom with SELinux in permissive mode. If the symptom is reproducible, it is not caused by
SELinux.
Step 4 If the symptom is not reproducible, do the following steps to gather logs before you contact Cisco TAC:
a) Create your test directory on sftp server to save the audit log diagnostic file at that location.
b) Put Unity Connection server in Enforcing mode by running the CLI command utils os secure enforce.
c) Try to create the symptom again.
d) Create the audit logs diagnostic file by running the CLI command utils create report security. This command creates
a diagnostic file “security-diagnostics.tar.gz”. Copy the diagnostic file to sftp directory created in step 4(a) by running
the CLI command file get activelog syslog/security-diagnostics.tar.gz.
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Troubleshooting Cisco Unity Connection Deployments
Troubleshooting Upgrade Issues
Step 5 Contact Cisco TAC.
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Troubleshooting Cisco Unity Connection Deployments
Troubleshooting SELinux Issues
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Troubleshooting Cisco Unity Connection Deployments
Troubleshooting SELinux Issues
CHAPTER 4
Troubleshooting User and Administrator Access
• Unity Connection Not Responding to Key Presses, on page 29
• Users Do Not Hear Sign-in or Desired Prompt When Calling Unity Connection, on page 30
• Administration Accounts Unable to Sign-In to Cisco Unity Connection Serviceability, on page 31
• User Account is Locked over TUI/VUI Interface, on page 31
• User Account is Disabled over Web Applications, on page 31
• Troubleshooting Sign-in Problems with Visual Voicemail (Pin Based Authentication) , on page 32
• Troubleshooting Sign-in Problems with Visual Voicemail (Password Based Authentication), on page
32
• Error Message Appears While Updating the Phone PIN through Cisco Unity Connection Administration
or Cisco PCA, on page 33
• User Display Name Not Get Updated after AD Synchronization, on page 33
• Not Able to Access Web Applications on Unity Connection 12.5(1) SU4 and Later, on page 34
Unity Connection Not Responding to Key Presses
When Unity Connection is integrated with Cisco Unified Communications Manager using SCCP, Unity
Connection may not respond to key presses. In such situations, DTMF digits are not recognized when processed
through VoIP dial-peer gateways. To avoid this problem, certain gateways must be configured to enable
DTMF relay available in Cisco IOS software version 12.0(5) and later.
In Cisco IOS software-based gateways that use H.245 out-of-band signaling, you need to enable DTMF relay.
However, in the Catalyst 6000 T1/PRI and FXS gateways, DTMF relay is enabled by default.
Enabling DTMF Relay
Step 1 On a VoIP dial-peer servicing Unity Connection, use the following command:
dtmf-relay h245-alphanumeric
Step 2 Create a destination pattern that matches the Cisco Unified CM voicemail port numbers. For example, if the system has
voicemail ports 1001 through 1016, enter the dial-peer destination pattern 10xx.
Step 3 Repeat Step 1 and Step 2 for all remaining VoIP dial-peers servicing Unity Connection.
Troubleshooting Guide for Cisco Unity Connection Release 12.x
29
What to do next
Verifying DTMF settings
Step 1 In Cisco Unity Connection Administration, navigate to Telephony Integrations > Port Group.
Step 2 On the Search Port Groups page, select the port group of which you want to verify the DTMF settings.
Step 3 On the Port Group Basics page, navigate to Edit > Advanced Settings.
Step 4 On the Edit Advanced Settings page, verify that the Use DTMF KPML and Use DTMF RFC 2833 check boxes are
checked.
Users Do Not Hear Sign-in or Desired Prompt When Calling
Unity Connection
When a user calls Unity Connection directly and unexpectedly hears the Opening Greeting or another prompt
rather than the sign-in prompt, the problem can be caused by either of the following:
• The call matched a direct call routing rule other than the Attempt Sign-In rule, and the rule directed the
call to a destination other than the Attempt Sign-In conversation.
• The calling extension is not found in the search scope set by the call routing rule that sends the call to
the Attempt Sign-In conversation.
Unity Connection uses the search scope of the call when it reaches the Attempt Sign-In conversation to identify
which user is attempting to sign in. If the user extension is in a partition that is not a member of the search
space that is assigned as the search scope of the call by the routing rule, Unity Connection routes the call to
the Opening Greeting.
To resolve this problem, in Cisco Unity Connection Administration, check the direct call routing rules to
determine which rule is processing the call and to check the search scope that is set by the rule. You can also
enable the Arbiter micro trace (levels 14, 15, and 16 call routing), the Routing Rules micro trace (level 11
rules creation/deletion/evaluation), and the CDE micro trace (level 4 search space). (For detailed instructions
on turning on traces and collecting logs, see the Using Diagnostic Traces for Troubleshooting, on page 1
section.
Unity Connection also provides Port Status Monitor tool that you can use to troubleshoot call routing problems.
To use Port Status Monitor tool for troubleshooting issues, do the following:
Using Port Status Monitor
Step 1 Download and install Port Status Monitor from Cisco unity tools http://ciscounitytools.com.
Step 2 Enable CDE, Routing Rules, ConvSub, PhaseServer, and PhaseServertoMonitor traces.
Step 3 In Cisco Unity Connection Administration, navigate to System Settings > Advanced > Conversations.
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Troubleshooting User and Administrator Access
Verifying DTMF settings
Step 4 On the Conversation Configuration page, make sure that the Enable Remote Port Status Monitor Output checkbox is
checked and the IP address of the local machine, that is being used to connect to the server, is specified in the IP Addresses
Allowed To Connect For Port Status Monitor Output (comma-separated) text box.
Step 5 Analyze the PSM output to diagnose the problem.
Administration Accounts Unable to Sign-In to Cisco Unity
Connection Serviceability
If the default application administration account is locked because of password expiration or too many
unsuccessful sign in attempts, you can reset the password using the utils cuc reset password CLI command
to unlock the account.
User Account is Locked over TUI/VUI Interface
Problem statement:
When a user hears the "Your account is locked and cannot be opened. For help please contact System
Administrator " prompt while accessing the voicemail account through TUI/VUI interface.
Resolution:
Do either of the following to resolve the problem:
• Navigate to Edit User Basics > Password Settings page of Cisco Unity Connection Administration and
uncheck the Locked by Administrator check box to unlock the user account.
• Navigate to the Edit User Basics page of Cisco Unity Administration and update the Voicemail
Application Access to Active to activate the inactive user account.
Related Diagnostic Traces:
• If the CiscoSysLog contains the event "EvtSubAccLockedMaxHack", this confirms that the user has
exceeded the maximum number of Sign-in attempts and the user account has been locked.
• If the CiscoSysLog contains the event "EvtSubAccountInactive", this confirms that the user has not
accessed TUI/VUI interface for more than pre-configured number of days for user inactivity timeout and
the user account has been disabled.
User Account is Disabled over Web Applications
Problem statement:
When a user is getting the "Account has been disabled" error message while accessing the Cisco Unity
Connection web interfaces, such as Cisco PCA, Cisco Unity Connection Administration, and Web Inbox.
Resolution:
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Troubleshooting User and Administrator Access
Administration Accounts Unable to Sign-In to Cisco Unity Connection Serviceability
To resolve the issue, navigate to the Edit User Basics page of Cisco Unity Administration and update the
Voicemail Application Access to Active to activate the inactive user account.
Related Diagnostic Traces:
If the audit logs contains "User with alias <user alias> marked inactive since the user has not logged in since
last <configured no. of days>", this confirms that the user has not accessed TUI/VUI interface for more than
pre-configured number of days for user inactivity timeout and the user account has been disabled.
Troubleshooting Sign-in Problems with Visual Voicemail (Pin
Based Authentication)
Problem statement:
When the user is getting the "Your account is locked. Contact your administrator to unlock your account"
error message while logging into Visual Voicemail (VVM).
Resolution:
Do either of the following to resolve the problem:
• Navigate to Edit User Basics > Password Settings page of Cisco Unity Connection Administration and
uncheck the Locked by Administrator check box to unlock the user account.
• Navigate to the Edit User Basics page of Cisco Unity Administration and update the Voicemail
Application Access to Active to activate the inactive user account.
Related Diagnostic Traces:
• If the audit logs contains "Failed to Login to Cisco Unity Connection VMWS", this confirms that the
user has exceeded the maximum number of Sign-in attempts and the user account has been locked.
• If the audit logs contains "User with userName <alias> is inactive due to inactivity timeout", this confirms
that the user has not accessed TUI/VUI interface for more than pre-configured number of days for user
inactivity timeout and the user account has been disabled.
Troubleshooting Sign-in Problems with Visual Voicemail
(Password Based Authentication)
Problem statement:
When the user is getting the "Please enter a valid username and password pair" error message while logging
into Visual Voicemail (VVM) with valid credentials.
Resolution:
Do either of the following to resolve the problem:
• Navigate to Edit User Basics > Password Settings page of Cisco Unity Connection Administration and
uncheck the Locked by Administrator check box to unlock the user account.
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Troubleshooting User and Administrator Access
Troubleshooting Sign-in Problems with Visual Voicemail (Pin Based Authentication)
• Navigate to the Edit User Basics page of Cisco Unity Administration and update the Voicemail
Application Access to Active to activate the inactive user account.
Related Diagnostic Traces:
The audit log contains "Failed to Login to VMREST", this confirms that user account has been either locked
or disabled due to inactivity timeout.
Error Message Appears While Updating the Phone PIN through
Cisco Unity Connection Administration or Cisco PCA
If the "Bad response from CUCM. Reason: Requested resource is not available " error message appears while
updating the phone PIN through Cisco Unity Connection Administration or Cisco PCA, make sure that:
• The username and password of primary AXL server entered on the Edit AXL Servers page are correct.
• The AXL server is up and running.
• The Ignore Certificate Errors check box is checked. If the check box is not checked, confirm that Unity
Connection has successfully validated the certificates for AXL server.
To troubleshoot more problems related to PIN synchronization, see the traces in "Micro Traces for Selected
Problems" section of the "Troubleshooting Cisco Unity Connection" chapter.
User Display Name Not Get Updated after AD Synchronization
When a user is imported from Active Directory to Unity Connection first time, Display Name of the user is
formed with First Name and Last Name. If Administrator changes the First name and Last Name of the user
on Active Directory, then the Display Name of the user may not be updated on Unity Connection automatically
after AD synchronization.
In this case, you need to update the Display Name of the users manually either through Edit User Basics page
of Cisco Unity Connection Administration or using Bulk Administration Tool (BAT).
To update the Display Name of the users through BAT, do the following:
• On Cisco Unity Connection Administration, navigate Tools > Bulk Administration Tool.
• Export all users into CSV file on the Bulk Administration Tool page. The CSV file contains all the user
related fields such as Alias, Extension, First Name etc.
• Copy the Alias, First Name and Last Name information of all the users into a new CSV file.
• In CSV file, create a new column for Display Name of the users and fill the column for user's Display
Name formed by First Name and Last Name.
• Select Update on Bulk Administration Tool page and upload the CSV file for updating the Display Name
of all the users.
For more information on Bulk Administration Tool, see "Bulk Administration Tool" chapter of System
Administration Guide available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/
11x/administration/guide/b_cucsag.html
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Troubleshooting User and Administrator Access
Error Message Appears While Updating the Phone PIN through Cisco Unity Connection Administration or Cisco PCA
Not Able to Access Web Applications on Unity Connection
12.5(1) SU4 and Later
If you are not able to log in any web application of Unity Connection, check the status of HAProxy service
and Tomcat service.
1. Do the following tasks to confirm that the HAProxy service is running and if necessary, restart the HAProxy
service. Use either Real-Time Monitoring Tool (RTMT) or Command Line Interface (CLI).
Using RTMT:
• Launch Real-Time Monitoring Tool (RTMT).
For details on using RTMT, see the applicable Cisco Unified Real Time
Monitoring Tool Administration Guide at http://www.cisco.com/en/US/products/
ps6509/prod_maintenance_guides_list.html.
Note
• On the System menu, select Server > Critical Services.
• On the System tab, locate Cisco HAProxy and view its status. The status is indicated by an icon.
Using CLI:
• Use the Command Line Interface (CLI) command utils service list to list all of the services.
For details on using CLI commands, see the applicable Command Line Interface
Reference Guide for Cisco Unified Communications Solutions at
http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html
Note
• Scan the CLI output for the Cisco HAproxy service and confirm that its status is Started.
2. If HAProxy service is not started, then restart the service using the CLI command utils service restart
Cisco HAProxy.
3. If problem still persists, perform above steps for Cisco Tomcat service to confirm that the service is
running on the system.If Tomcat service is not started, then restart the service using the CLI command
utils service restart Cisco Tomcat.
Related Diagnostic Traces: If the CiscoSysLog contains CiscoHAProxyServiceDown, this confirms that
the Cisco HAProxy service is not running on the system, you need to restart the service.
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Troubleshooting User and Administrator Access
Not Able to Access Web Applications on Unity Connection 12.5(1) SU4 and Later
CHAPTER 5
Troubleshooting Call Transfers and Call
Forwarding
• Troubleshooting Call Transfers and Call Forwarding, on page 35
Troubleshooting Call Transfers and Call Forwarding
Calls Not Transferred to the Correct Greeting
When calls are not transferred to the correct greeting, use the following task list to determine the cause and
to resolve the problem.
Following are the tasks to troubleshoot call transfers to wrong greetings:
1. Confirm that the forward timer in the phone system is synchronized with the Rings to Wait For setting in
Cisco Unity Connection. See the Confirm that Forward Timer in the Phone System is in Synch with the
Rings to Wait For Setting in Unity Connection.
2. Confirm that the phone system programming enables callers to hear the personal greeting of the user. See
the Confirm that Phone System Integration Enables Playing the User Personal Greeting for Callers.
3. Confirm that the busy greeting is supported and enabled. See the Confirming that Busy Greeting is
Supported and Enabled.
4. Confirm that the caller reaches the intended destination based on the search scope. See the Confirming
that Search Scope Configuration Sends Call to Intended Destination.
5. Make sure that * or the pattern you want to allow is not mentioned in the Default System Transfer or
Default transfer restriction tables. To verify this, navigate to System Settings > Restriction Tables and
select the restriction table in which you want to verify the settings.
For call transfer problems that occur on newly installed systems, see the applicable Integration Guide for
Cisco Unity Connection , at
http://www.cisco.com/en/US/products/ps6509/products_installation_and_configuration_guides_list.html.
Note
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35
If you encounter a call transfer problem that is not described in this chapter, contact the Cisco Technical
Assistance Center (TAC).
Confirm that Forward Timer in the Phone System is in Synch with the Rings to Wait For Setting in
Unity Connection
For supervised transfers, the number of rings that Cisco Unity Connection waits before routing a call to a user
personal greeting (or to another extension) can be reconfigured. If the phone system is programmed to forward
calls, confirm that the phone system waits longer to forward a call than Unity Connection waits before taking
a message.
If the phone system is forwarding the call to another extension before Unity Connection can take a message,
the following may occur:
• The caller does not hear the beginning of the user personal greeting. (For example, the user greeting is
“Hi, this is Maria Ramirez. Please leave a message after the tone.” But the caller hears only “...message
after the tone.”)
• The call is forwarded to another phone (for example, the operator) rather than to the personal greeting
of the user.
• The call is forwarded to the opening greeting.
• The caller hears only ringing.
Synchronizing the Forward Timer and the Rings to Wait For Setting
Step 1 In the phone system programming, find and note the setting of the forward timer.
Step 2 In Cisco Unity Connection Administration, expand Users > and select Users. On the Search Users page, select the
alias of the user whose calls are not being routed to the correct greeting.
Step 3 On the Edit User Basics page, on the Edit menu, select Transfer Rules.
Step 4 On the Transfer Rules page, select the name of the active transfer rule.
Step 5 On the Edit Transfer Rule page, under Transfer Action, confirm that the Extension or URI option is selected for the
Transfer Calls To field and that the extension number is correct.
Step 6 In the Transfer Type list, confirm that Supervise Transfer is selected.
Step 7 In the Rings to Wait For field, the setting should be two rings fewer than the setting of the forward timer of the phone
system, which you noted in Step 1. This setting is typically not greater than four. It specifies the number of rings that
Unity Connection waits before routing the call to the personal greeting of the user.
If the settings do not meet the parameters, either reprogram the phone system so that it waits longer before forwarding
unanswered calls, or change the Rings to Wait For field setting so that Unity Connection routes the call before the
phone system forwards it and select Save.
Step 8 To change the default Rings to Wait For value for future users, expand Templates and select User Templates.
If you change settings in a user template, the settings are not changed for existing users whose accounts were
created from that template. Changing the template settings affects only the users who are added after the
template changes are made.
Note
Step 9 On the Search User Templates page, select the alias of the user template that you want to change.
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Troubleshooting Call Transfers and Call Forwarding
Confirm that Forward Timer in the Phone System is in Synch with the Rings to Wait For Setting in Unity Connection
If the user template does not appear in the search results table, set the applicable parameters in the search
fields at the top of the page, and select Find.
Note
Step 10 On the Edit User Template Basics page, on the Edit menu, select Transfer Rules.
Step 11 On the Transfer Rules page, select the name of the active transfer rule.
Step 12 On the Edit Transfer Rule page, under Transfer Action, confirm that the Extension option is selected for the Transfer
Calls To field.
Step 13 In the Transfer Type list, confirm that Supervise Transfer is selected.
Step 14 In the Rings to Wait For field, enter the same setting that you entered in Step 7.
Step 15 Select Save.
Confirm that Phone System Integration Enables Playing the User Personal Greeting for Callers
When callers hear the opening greeting rather than the user personal greeting, confirm that the phone system
integration is correctly set up. If the settings are not correct, call forward to personal greeting and easy message
access are not enabled.
Verifying the Phone System Integration Settings
Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations.
Step 2 Confirm that the settings for the phone system, port group, and ports match those indicated in the applicable Integration
Guide for Cisco Unity Connection , at
http://www.cisco.com/en/US/products/ps6509/products_installation_and_configuration_guides_list.html.
Step 3 Correct any incorrect settings for the phone system integration.
Step 4 Confirm that the extension that the caller reached is the same as the primary or alternate extension of the user.
Step 5 If callers still hear the opening greeting after dialing the user extension, contact Cisco TAC.
Confirming that Busy Greeting is Supported and Enabled
When a call arrives at a busy extension and is forwarded to Unity Connection, phone systems typically send
the reason for forwarding (the extension is busy) along with the call.
If Unity Connection does not play the user busy greeting for the caller, the cause may be one of the following:
• The phone system does not provide the necessary call information to support the busy greeting. See the
“Integration Functionality” section in the applicable Integration Guide for Cisco Unity Connection , at
http://www.cisco.com/en/US/products/ps6509/products_installation_and_configuration_guides_list.html.
• The user has not enabled the busy greeting. See the User Guide for the Cisco Unity Connection Phone
Interface, Release 12.x, at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/user/guide/phone/b_12xcucugphone.html
or the
User Guide for the Cisco Unity Connection Messaging Assistant Web Tool, Release 12.x, at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/user/guide/assistant/b_12xcucugasst.html.
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Troubleshooting Call Transfers and Call Forwarding
Confirm that Phone System Integration Enables Playing the User Personal Greeting for Callers
• The alternate greeting for the user is enabled and overrides the busy greeting. See the User Guide for the
Cisco Unity Connection Phone Interface (Release 12.x) at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/user/guide/phone/b_12xcucugphone.html
or the User Guide for the Cisco Unity Connection Messaging Assistant Web Tool (Release 12.x) at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/user/guide/assistant/b_12xcucugasst.html.
Confirming that Search Scope Configuration Sends Call to Intended Destination
If a caller enters digits to transfer to an extension from the automated attendant or from a user greeting and
reaches an unintended destination, check the search scope of the call at the point where the caller enters the
digits. Unity Connection uses the search scope to match the extension that the caller dials to an object with
this extension, such as a user, contact, or remote contact at a VPIM location. In particular, if your dial plan
includes overlapping extensions, it is possible for the caller to enter an extension that matches multiple users
or other Unity Connection objects and be transferred to a different object than the caller expects to reach.
To make a match by extension, Unity Connection checks the search space that is currently defined as the
search scope for the call. Unity Connection searches the partitions in this search space in the order that they
appear in the Assigned Partitions list in Cisco Unity Connection Administration, and returns the first result
found.
The search scope of the call when the caller reaches a system call handler is defined by the Search Scope
setting on the Call Handler Basics page for the handler, and may either be explicitly set to a particular search
space, or may be set to inherit the search space from the call, in which case it may have been set by a previous
handler or by the last call routing rule that processed the call. When a user greeting is played, the search scope
of the call is defined by the Search Scope setting on the User Basics page for the user in Cisco Unity Connection
Administration.
You can trace the search scope of a call by enabling the CDE micro trace (level 4 Search Space). For detailed
instructions on enabling the traces and viewing the trace logs, see the Using Diagnostic Traces for
Troubleshooting.
ProblemswithCallTransfers(CiscoUnifiedCommunicationsManagerExpress
SCCP Integrations Only)
In Cisco Unified Communications Manager Express SCCP integrations only, call transfers may not work
correctly (for example, the call may be dropped or the caller may be left on hold indefinitely). A possible
cause for this problem is that the phone system integration is not correctly configured for Cisco Unified
Communications Manager Express.
Configuring the SCCP Integration for Cisco Unified Communications Manager Express
Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port Group.
Step 2 On the Search Port Groups page, select the port group name that is used by the Cisco Unified CM Express SCCP integration.
Step 3 On the Port Group Basics page, on the Edit menu, select Servers.
Step 4 Under Cisco Unified Communications Manager Servers, in the Server Type column, select Cisco Unified Communications
Manager Express and select Save.
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Troubleshooting Call Transfers and Call Forwarding
Confirming that Search Scope Configuration Sends Call to Intended Destination
User Hears a Reorder Tone When Answering a Notification Call
Unity Connection requires a minimum Rings to Wait For setting of three rings to properly transfer a call or
to make a message notification call. If the number of rings to wait is set to fewer than three for notification
devices or call handlers, a user may hear the reorder tone instead of the Unity Connection conversation when
called by Unity Connection.
Correcting the Rings to Wait For Setting
Step 1 In Cisco Unity Connection Administration, expand Users, then select Users. On the Search Users page, select the alias
of the user who is hearing a reorder tone when answering a call from Unity Connection.
Step 2 On the Edit User Basics page, on the Edit menu, select Notification Devices.
Step 3 On the Notification Devices page, select the display name of a notification device.
Step 4 On the Edit Notification Device page, under Phone Settings, set the Rings to Wait field to three or more rings and select
Save.
Step 5 On the User menu, select Notification Devices.
Step 6 Repeat Step 3 through Step 5 for each remaining notification device.
Step 7 To change the default Rings To Wait value for future users, expand Templates and select User Templates.
If you change settings in a user template, the settings are not changed for existing users whose accounts were
created from that template. Changing the template settings affects only the users who are added after the
template changes are made.
Note
Step 8 On the Search User Templates page, select the alias of the user template that you want to change.
Step 9 On the Edit User Template Basics page, on the Edit menu, select Notification Devices.
Step 10 On the Notification Devices page, select the display name of a notification device.
Step 11 On the Edit Notification Device page, under Phone Settings, set the Rings to Wait field to three or more rings and select
Save.
Step 12 On the User menu, select Notification Devices.
Step 13 Repeat Step 10 through Step 12 for each remaining notification device.
Step 14 Expand Call Management, then select System Call Handlers.
Step 15 On the Search Call Handlers page, select the display name of a call handler.
Step 16 On the Edit Call Handler Basics page, on the Edit menu, select Transfer Rules.
Step 17 View the Standard, Alternate, and Closed rules. In the Transfer Type field, if Supervise Transfer is selected for any of
the rules, confirm that the Rings to Wait For field is set to three or more rings.
If Rings to Wait For is set correctly, and the user still hears a reorder tone when answering a call from Unity Connection,
contact Cisco TAC.
Troubleshooting Directory Handler Searches
Use the troubleshooting information in this section if callers report that they are unable to locate one or more
users in a directory handler. See the following possible causes:
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Troubleshooting Call Transfers and Call Forwarding
User Hears a Reorder Tone When Answering a Notification Call
• The users are not configured to be listed in the directory. Verify the List in Directory setting on the Edit
User Basics page for each user in Cisco Unity Connection Administration is selected, or use Bulk Edit
to configure the setting for multiple users at the same time.
• The search scope of the directory handler does not include the users. See the Users Not Found in the
Search Scope of Directory Handler.
• For voice-enabled directory handlers, the voice-recognition engine does not recognize the names. See
the Voice Commands Recognized But Names Not Recognized, on page 176.
Users Not Found in the Search Scope of Directory Handler
If callers are unable to find specific users in a directory handler, check the search scope of the directory handler
on the Edit Directory Handler Basics page in Cisco Unity Connection Administration. The search scope of a
phone directory handler can be set to the entire server; to a specific class of service, system distribution list
or search space; or to the search space of the call at the point that the caller reaches the directory handler. The
search scope of a voice-enabled directory handler can be set to the entire server, to a specific search space,
or to the search space of the call at the point that the caller reaches the directory handler.
If the search scope is set to the entire server, the user or users must be homed on the server on which the
directory handler resides in order to be reachable from the directory handler.
If the search scope is set to a specific class of service, system distribution list, or search space, you can use
Connection Administration to determine whether the target users belong to the class of service or distribution
list or to a partition that is a member of the search space.
If the search scope is set to inherit the search space from the call, determine which search scope is in use when
callers have difficulty reaching users in the directory handler. Note that depending on how the call comes in
to the system and is routed, the search scope can differ from one call to another and can change during the
course of the call. See the Using Traces to Determine the Search Space Used During a Call for instructions
on using traces to determine the inherited search scope.
Troubleshooting Message Addressing
Message addressing involves the ability to select a desired recipient or recipients when creating a new message.
This section covers some problems that the users might experience with message addressing:
For additional information about troubleshooting message addressing when it involves remote recipients at
VPIM locations or at other digitally networked Unity Connection locations, see the Troubleshooting
Networking, on page 87 chapter.
Note
Users Unable to Address Desired Recipients
If a user is unable to find one or more desired recipients when attempting to address a message, start by
verifying that the recipient user or contact account exists and that the name spelling or extension that the user
is entering is correct.
If the user is attempting to blind address a message to a VPIM location by entering a number that is made up
of the VPIM location DTMF Access ID and the mailbox number of the recipient, or by saying the digits of
the mailbox number and the display name of the VPIM location (for example, “five five at Seattle office”),
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Troubleshooting Call Transfers and Call Forwarding
Users Not Found in the Search Scope of Directory Handler
confirm that blind addressing is enabled for the VPIM location by checking the Allow Blind Addressing check
box on the VPIM Location page in Cisco Unity Connection Administration.
If you have verified that the recipient account exists and matches the user search criteria or that blind addressing
is enabled, and the user still cannot address to the desired recipient, the most likely cause is that the user search
space does not include the partition of the target user, VPIM contact, or VPIM location. If the VPIM contact
partition does not match the partition of the VPIM location to which the contact belongs, the search results
depend on the method used to address the message as well as the partition and search space configuration.
When users address messages to a VPIM mailbox by entering a VPIM location DTMF Access ID plus a
remote user mailbox number, or when voice-recognition users say a name and location (for example, “John
Smith in Seattle”), the action is allowed or denied based on the partition of the VPIM location. However,
when users address to a VPIM contact using spell-by-name or by entering the local extension of the contact,
or when voice-recognition users say the name of a contact without the location (for example, “John Smith”),
the action is allowed or denied based on the partition of the VPIM contact, regardless of whether the partition
of the VPIM location is out of scope for the user.
Users Unable to Address a System Distribution List
When a user cannot address messages to a system distribution list, consider the following possible causes:
• The user must be given the correct class of service rights on the Class of Service > Edit Class of Service
page in Cisco Unity Connection Administration. The class of service that the user is assigned to must
have the Allow Users to Send Messages to System Distribution Lists check box checked.
• The user must know how to address to the list. If the user is using the phone keypad conversation, the
user can enter the display name or extension of the list. If the user is using the voice-recognition
conversation, the user can say the display name or one of the alternate names defined for the list in
Connection Administration.
• As with other types of addressing, in order for a user to address messages to a system distribution list,
the list must belong to a partition that is a member of the search space that is defined as the user search
scope. Note that the distribution list members receive the message regardless of whether they are
individually addressable in the search scope of the sending user.
Unexpected Results Returned When a User Addresses by Extension
If a user addresses a message by extension and hears an unexpected match, the most common cause can be
the search space configuration. To make a match by extension, Unity Connection checks the search space of
the user who is addressing the message. Unity Connection searches the partitions in this search space in the
order that they appear in the Assigned Partitions list in Cisco Unity Connection Administration, and returns
the first result found. If your dial plan includes overlapping extensions, it is possible for the user to enter an
extension that matches multiple users or other Unity Connection objects and hear a match result that is different
from what the user expects.
To resolve the issue, you may need to review the order of partitions in the search space that is assigned to the
user, either in Connection Administration or using the Dial Plan Report and Dial Search Scope Report in
Cisco Unity Connection Serviceability. If the search space is set up correctly according to your dial plan, you
can recommend that the user address messages by spelling or saying the name of the recipient; in this case,
if there are multiple matches on the name, Unity Connection returns each match.
Caller is Not Getting Prompt in Expected Language
If a caller is not get prompt in expected language, check the following:
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Troubleshooting Call Transfers and Call Forwarding
Users Unable to Address a System Distribution List
• If the locales are installed on both the servers in case of a cluster.
• If the caller is an outside caller for unity connection, then he will always listen prompts in system default
language of that unity connection.
• If the call handler language settings of the caller is set to “Inherit Language from Caller”, then for an
internal caller, the prompts are played in the caller set language.
• If the caller is an Unity Connection user and logs in to his/her mailbox, then the caller always listen
prompts in caller set language.
Using Traces to Determine the Search Space Used During a Call
The search scope of a call is initially set to a particular search space by the call routing rule that first processes
the call, although the scope may change during the course of the call.
To determine which search space is being used at each point in a call, enable the CDE micro trace (level 4
Search Space). For detailed instructions on enabling the traces and viewing the trace logs, see the Using
Diagnostic Traces for Troubleshooting, on page 1.
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Troubleshooting Call Transfers and Call Forwarding
Using Traces to Determine the Search Space Used During a Call
CHAPTER 6
Troubleshooting Messages
• User Hears Full Mailbox Warnings, on page 43
• Nondelivery Receipt (NDR) Not Received for Undelivered Message, on page 44
• Messages Are Delayed, on page 44
• Messages Are Not Delivered, on page 44
• Unable to Play Message Audio in Outlook Web Access, on page 47
• Unable to Receive Notification Emails for Quota Overflow, on page 47
User Hears Full Mailbox Warnings
When users hear a prompt related to a full mailbox, it means that the limit of at least one of the following
mailbox quotas, which limit the size of voice mailboxes, has reached:
• Warning Quota: If a mailbox has reached the size of the warning quota, the user hears a warning that the
mailbox is almost full. To resolve the issue, delete the messages until the mailbox size becomes less than
the warning quota.
• Send Quota: If a mailbox has reached the size of the send quota, the user is unable to send messages and
hears a warning that messages cannot be sent. If the user mailbox contains deleted messages, Cisco Unity
Connection offers the option to remove all deleted messages to reduce the mailbox size.
• Send/Receive quota: If a mailbox has reached the size of the send/receive quota:
• The user is unable to send messages.
• The user hears a warning that messages cannot be sent.
• Unidentified callers are not allowed to leave messages for the user.
• Messages from other users generate nondelivery receipts to the senders.
• If the user mailbox contains deleted messages, Unity Connection offers the option to remove all
deleted messages. If necessary, the user can also remove saved or new messages individually until
the mailbox size is below the quotas.
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Nondelivery Receipt (NDR) Not Received for Undelivered
Message
Occasionally, messages cannot be delivered to the recipient that the caller intended to reach. The system
behavior in this case depends on the type of sender and the reason that the message could not be delivered.
In general, if Unity Connection cannot deliver the message because of issues that are not likely to be resolved
(for example, the caller was disconnected before addressing the message or the recipient mailbox has been
deleted), the message is sent to the Undeliverable Messages distribution list, and Unity Connection sends a
nondelivery receipt (NDR) to the sender. However, the sender does not receive a nondelivery receipt in the
following cases:
• When the sender of the original message is an unidentified caller
• When the sender is a user, but the user is configured to not accept NDRs
• While the mailstore of the user is offline (in this case, the NDR is delivered when the database becomes
available).
If the original message is malformed, rather than sending the message to the Undeliverable Messages list,
Unity Connection places the message in the MTA bad mail folder (UmssMtaBadMail). This folder is
automatically checked nightly by the Monitor Bad Mail Folders task and if messages are found, an error is
written to the application event log indicating troubleshooting steps.
Messages Are Delayed
Following are the tasks to troubleshoot the possible causes for the apparent delay of messages.
Step 1 To verify the arrival times of messages, generate a user message activity report for the user. For more information, see
the " Generating and Viewing Reports " section in the "Using Reports" chapter of the Administration Guide for Cisco
Unity Connection Serviceability Release 12.x, available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/serv_administration/b_12xcucservag.html
Step 2 See the applicable information in the " Orientation Task List for Unity Connection Users " section in the "User Orientation"
chapter of the User Workstation Setup Guide for Cisco Unity ConnectionRelease 12.x, available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/user_setup/guide/b_12xcucuwsx.html .
Messages Are Not Delivered
See the following troubleshooting steps for investigating messages that are not being delivered to the intended
recipients.
• Confirm that the users who are assigned to the Undeliverable Messages distribution list have been
forwarding messages to the intended recipients. See the Undeliverable Messages Not Forwarded to
Recipients, on page 46 section.
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Troubleshooting Messages
Nondelivery Receipt (NDR) Not Received for Undelivered Message
• Confirm that the user mailbox is not full. See the User Has a Full Mailbox, on page 45
• Confirm that you or another administrator did not inadvertently delete a user who was assigned to review
the messages for Cisco Unity Connection entities. See the Users Assigned to Unity Connection Entities
Deleted and No Replacements Assigned, on page 46 section.
• Review message aging settings. See the "Message Aging Policies " section in the "Message Storage"
chapter of the System Administration Guide for Cisco Unity Connection Release 12.x, available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/administration/guide/b_12xcucsag.html
.
• Verify that the message, which got removed from the mailbox, is not flagged for dispatch delivery. If
the two users belongs to a distribution list that is the recipient of a call handler configured to mark
messages for dispatch delivery, then a message is removed from the mailbox of the user as soon as the
message is accepted by another user of the distribution list. See the "Dispatch Messages " section in the
"Messaging" chapter of the System Administration Guide for Cisco Unity Connection Release 12.x,
available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/administration/guide/b_12xcucsag.html.
• The user account may be configured to relay one or more message types to another SMTP address, but
the message relay is failing. See the Unity Connection Unable to Relay Messages, on page 46
User Has a Full Mailbox
If a user mailbox is no longer allowed to receive messages, Unity Connection handles the message in either
of the following ways:
• By default, when an unidentified caller attempts to send a message to a user whose mailbox has exceeded
the send/receive quota, Unity Connection still delivers the message. For such scenarios, you can configure
Unity Connection to indicate the caller that the recipient mailbox is full, and prevent the caller from
recording a message for that recipient. To do this, log in to Cisco Unity Connection Administration,
navigate to the Message Storage > Mailbox Quotas page, and check the Full Mailbox Check for Outside
Caller Messages check box.)
If the recipient mailbox has not yet exceeded the send/receive quota at the time an unidentified caller
records a message but the quota is exceeded in the act of delivering the message, Unity Connection
delivers the message regardless of the quota.
• When a user tries to leave a message for another user whose mailbox has exceeded the send/receive
quota, Unity Connection allows the user to record and send the message. However, if the mailbox for
the recipient is full, he or she does not receive the message. In addition, if the user account for the recipient
is configured to send non-delivery receipts when message delivery fails, Unity Connection sends the
message sender a non-delivery receipt.
If the recipient mailbox has not yet exceeded the send/receive quota at the time a Unity Connection user
records a message, but the quota is exceeded in the act of delivering the message, Unity Connection
delivers the message regardless of the quota.
If a user whose voice mailbox has exceeded the send quota logs in to Unity Connection and attempts to send
a message to another user, Unity Connection indicates that the send quota has been exceeded and does not
allow the sender to record the message. If a user calls another user and the call is forwarded to a voice mailbox,
the user is able to leave a message but the message is sent as an outside caller message.
Read receipts and non-delivery receipts are sent and delivered regardless of the status of the mailbox quota.
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Troubleshooting Messages
User Has a Full Mailbox
Encourage the user to dispose of messages promptly so that the Unity Connection mailbox does not fill up,
and explain to users on the Undeliverable Messages distribution list the importance of regularly checking for
and forwarding undeliverable messages.
If the mailboxes of the users who are assigned to check the Undeliverable Messages list exceed the send/receive
quota, the messages sent to the Undeliverable Messages distribution list are lost. To avoid this problem, specify
a generous value for the send/receive quota for at least one user who is a member of the Undeliverable Messages
list and encourage the user to dispose of messages promptly.
Caution
Undeliverable Messages Not Forwarded to Recipients
Messages returned to the Unity Messaging System mailbox are forwarded automatically to users whose names
appear on the Undeliverable Messages system distribution list. The messages then must be forwarded to the
intended recipients. Therefore, the users of the Undeliverable Messages distribution list should regularly check
and forward undeliverable messages.
If the mailboxes of the users who are assigned to check the Undeliverable Messages list exceed the send/receive
quota, the messages sent to the Undeliverable Messages distribution list are lost. To avoid this problem, specify
a generous value for the send/receive quota for at least one user who is a member of the Undeliverable Messages
list and encourage the user to dispose of messages promptly.
Caution
Users Assigned to Unity Connection Entities Deleted and No Replacements
Assigned
When you delete a user who was assigned to review the messages that are sent to any of the following Unity
Connection entities, make sure that you assign another user or a distribution list to replace the deleted user;
otherwise, messages may be lost:
• Undeliverable Messages distribution list (by default, the UndeliverableMessagesMailbox user account
is the only member of this distribution list)
• Operator call handler
• Opening Greeting call handler
• Goodbye call handler
• Example Interview call handler
Unity Connection Unable to Relay Messages
Unity Connection uses the settings on the Message Actions page for a user in Cisco Unity Connection
Administration to determine how to handle the different types of messages that it receives for the user. The
relay action instructs Unity Connection to send all the messages of a certain type to a relay address on a
different messaging system (such as a corporate email server) for storage and user access.
If the relay address that is configured for a user matches one of the user SMTP proxy addresses that is configured
on the system, Unity Connection does not relay messages to the relay address to avoid possible delivery loops.
For example, if Unity Connection needs to relay a message to a proxy address, it is possible that the proxy
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Troubleshooting Messages
Undeliverable Messages Not Forwarded to Recipients
address would resolve back to the same Unity Connection mailbox that relayed the original message, thus
creating an infinite loop.
When configuring relay addresses for message relay, we recommend that you use the precise email address
of the destination mailbox, for example, alias@mailserver. If a Unity Connection server is unable to relay
message to the correct address, make sure the smarthost entered on the server is correct and reachable. However,
if the problem is still not resolved, review the message relay logs mentioned in Micro Traces for Selected
Problems, on page 2 section.
Unable to Play Message Audio in Outlook Web Access
When Unity Connection is configured to relay messages to a Microsoft Exchange server (using the Relay the
Message or the Accept and Relay the Message action), users who use Outlook Web Access to access their
Exchange mailboxes may not be able to play the message audio. When this occurs, the message header indicates
that the audio attachment is available for the message, but the user cannot view or play the attachment when
the message is opened.
Unable to Receive Notification Emails for Quota Overflow
If a user is unable to receive notification emails for quota overflow, verify the following:
• Verify that the sender (Unity Connection) is not getting an NDR in the mailbox. If the sender is getting
an NDR, check the NDR code and take action accordingly. For more information on NDR codes, refer
to the " Troubleshooting Non-Delivery Receipts, on page 79 "chapter of this guide.
• Verify that the corporate email address specified for the user is valid and correctly spelled.
• Verify that the corporate mailbox of the user has some free space.
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Unable to Play Message Audio in Outlook Web Access
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Unable to Receive Notification Emails for Quota Overflow
CHAPTER 7
Troubleshooting Unified Messaging
• Troubleshooting Unified Messaging, on page 49
Troubleshooting Unified Messaging
Troubleshooting Single Inbox Issues
You may face some issues with single inbox that you can troubleshoot using the information provided in the
sections mentioned further.
Message Relay Not Working or is Not Working as Expected
If messages are not being relayed at all, confirm that you have specified the IP address for an SMTP smart
host through which Unity Connection relays SMTP messages. (If DNS is configured, you can also specify
the fully qualified domain name of the smart host.) To verify this, log in to Unity Connection Administration,
navigate to the System Settings > SMTP Configuration > Smart Host page and verify the IP address or
hostname of smart host.
If messages are being relayed but not as you expect, check how the message actions are relaying messages
for a specific user through the Message Actions page in Unity Connection Administration for that user.
If messages are disappearing, see the Unity Connection Unable to Relay Messages, on page 46.
Single Inbox Not Working for Anyone on Unity Connection
When single inbox is not working for any of the users on a Cisco Unity Connection server (for example, Unity
Connection voice messages are not synchronized into Office 365 and the messages sent from ViewMail for
Outlook are not delivered), do the following tasks.
1. On the primary server, in Cisco Unity Connection Serviceability, go to Tools > Service Management,
and confirm that the status of the Connection Mailbox Sync (in the Critical Services section) service is
Started:
•
2. If a firewall is configured between the Unity Connection and Exchange servers or between Unity Connection
and Active Directory domain controllers, confirm that the necessary ports are opened. For more information,
see the “IP Communications Required by Cisco Unity Connection” chapter in the Security Guide for
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Cisco Unity Connection, Release 12.x at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/security/b_12xcucsecx.html.
Single Inbox Not Working for Unified Messaging Users
When single inbox is not working only for the Unity Connection users whose unified messaging accounts are
associated with the same unified messaging service, do the following tasks.
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Single Inbox Not Working for Unified Messaging Users
Note
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Single Inbox Not Working for Unified Messaging Users
When a cluster is configured, do the Unity Connection-specific tasks only on the primary (active) server.
1. Confirm that the unified messaging service is enabled and that single inbox is enabled:
In Unity Connection Administration, expand Unified Messaging and select Unified Messaging Services.
On the Search Unified Messaging Services page, select the unified messaging service of which you
want to check the status.
On the Edit Unified Messaging Service page, confirm that the Enabled check box is checked.
Confirm that the Synchronize Unity Connection and Exchange Mailboxes (Single Inbox) check box is
checked.
2. Test the unified messaging service:
In Unity Connection Administration, expand Unified Messaging and select Unified Messaging Services.
On the Search Unified Messaging Services page, select the unified messaging service that you want to
test.
On the Edit Unified Messaging Service page, select Test.
Correct any problems that are listed on the Task Execution Results page.
3. Test one of the affected unified messaging accounts:
In Unity Connection Administration, expand Users and select Users.
On the Search Users page, select the user for which you want to update the unified messaging account.
On the Edit User Basics page, in the Edit menu, select Unified Messaging Accounts. On the Unified
Messaging Accounts page, select Test.
Correct any problems that are listed on the Task Execution Results page. Among the problems that the
Task Execution Results page may list are the following browser errors:
401 error: Possible causes include an incorrect password for the unified messaging services account,
an incorrect username, or an invalid format for the username. (If you use the domain\user format, do
not use FQDN format for the domain name.) Another possible cause is that the value of the Web-Based
Authentication Mode list does not match the authentication mode configured in Exchange. All values
appear on the Edit Unified Messaging Service page.
403 error: SSL is required in Exchange or Office 365, but the public certificates from the certification
authority (CA) that signed the certificates on the Exchange servers have not been uploaded to the Unity
Connection server.
404 error: (Exchange Only) One possible cause is that the unified messaging service is configured to
use the HTTPS protocol to communicate with Exchange servers, but SSL is not enabled in Exchange.
4. In Cisco Unity Connection Serviceability, go to Tools > Service Management. In the Critical Services
section, confirm that the service status for the Connection Mailbox Sync service is Started.
5. Check Active Directory settings on the unified messaging services account:
• Confirm that the account is not locked.
• Confirm that the password for the account has not expired.
6. Temporarily replace the unified messaging services account with the Active Directory account for a
Unity Connection user associated with this unified messaging service:
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Single Inbox Not Working for Unified Messaging Users
In Unity Connection Administration, expand Unified Messaging and select Unified Messaging Services.
On the Edit Unified Messaging Service page of the select unified messaging service, in the Username
and Password fields, replace the credentials for the unified messaging services account with the credentials
for a Unity Connection user associated with the service.
Send the user a Unity Connection voice message, and determine whether the voice message synchronized
to Exchange or Office 365.
If the message did not synchronize, switch the Username and Password fields back to the values for the
unified messaging services account, then skip to Task 7.
If the message did synchronize, the problem is probably with permissions on the unified messaging
services account. Continue with Task 6.c.
Switch the Username and Password fields back to the values for the unified messaging services account.
Regrant permissions as documented in the “Configuring Unified Messaging” chapter in the Unified
Messaging Guide for Cisco Unity Connection Release 12.x at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/unified_messaging/b_12xcucumgx.html.
Send the Unity Connection user another voice message, and determine whether the voice message
synchronized to Exchange or Office 365.
If the message did not synchronize, skip to Task 7.
If the message did synchronize, test with some other users who are associated with the same unified
messaging service to ensure that the problem is resolved.
7. If Exchange mailboxes for the users are all homed on the same Exchange server, confirm that the required
services are running on the Exchange servers:
• If the mailboxes are all homed on Exchange 2010, confirm that the EWS virtual directory is running
on that Exchange server.
8. Confirm that Exchange authentication and SSL settings are the same on all the Exchange servers and
confirm that Unity Connection settings match the Exchange settings. For more information, see the
“Confirming Exchange Authentication and SSL Settings for Unity Connection ” section of the
“Configuring Unified Messaging” chapter in the Unified Messaging Guide for Cisco Unity Connection
Release 12.x at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/unified_messaging/b_12xcucumgx.html.
9. (Office 365 Only) Confirm that Office 365 servers, which Unity Connection accesses have authentication
mode set to Basic or OAuth2.
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10. (Office 365 Only) If authentication mode is set to OAuth2 for Office 365 service, then verify the
following:
a. If "EvtMbxOAuthAccessTokenDBSaveSuccess" event occurs in the CiscoSysLog in every 50
minutes, this confirms that the OAuth access token is successfully updated in the database for
Unified Messaging Service.
b. If CiscoSysLog contains "EvtMbxOAuthAccessTokenRefreshThreadFailed" event, this confirms
that the refresh token thread is not successfully started.
To resolve the issue, restart the Connection Mailbox Sync service on Cisco Unity Connection
Serviceability page.
If you are not able to resolve the issue, contact to Cisco TAC.
c. If CiscoSysLog contains "EvtMbxOAuthDBHelperFailedToSetAccessToken" event, this confirms
that OAuth access token is not successfully saved in database.
If you are not able to resolve the issue, contact to Cisco TAC.
d. If CiscoSysLog contains "EvtMbxOAuthDecryptionFailed" event, this confirms that while fetching
the token, Unified Messaging Service password is not decrypted successfully.
To resolve the issue, go to Cisco Unity Connection Administration and navigate Unified Messaging
> Unified Messaging Services > Edit Unified Messaging Service.
On Edit Unified Messaging Service page, enter the password again in Account Used to Access
Exchange field and Save the page.
If you are not able to resolve the issue, contact to Cisco TAC.
e. If CiscoSysLog contains "EvtMbxOAuthEmptyAccessTokenAfterMaxRetries" event, this confirms
that empty access token has been received.
To resolve the issue, go to Edit Unified Messaging Service page on Cisco Unity Connection
Administration and check all the configuration entered on the page.
If you are not able to resolve the issue, contact to Cisco TAC.
f. If CiscoSysLog contains "EvtMbxOAuthHttpStatusCode" event, this confirms that access token
requset getting bad response. You may get below error code in CiscoSysLog.
• 401 error: Possible causes include the incorrect values of Application ID, Client Secret and
Client ID. Verify the values on the Edit Unified Messaging Service page.
• 0 error: Possible causes include the incorrect values of Proxy Server and Active Directory
DNS Domain Name. Verify the values on the Edit Unified Messaging Service page.
After resolving the errors, either wait for the OAuth access token to be successfully updated in the
database or run the below CLI for immediate resolution.
admin:run cuc dbquery unitydirdb update tbl_externalservicetoken set
exchservertoken="" where externalserviceobjectid='<obejectid of corresponding unified
messaging service>'
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11. If you configured the unified messaging service to validate certificates for Exchange or Office 365
servers or for Active Directory domain controllers:
• Confirm that the applicable certification authority certificates have been uploaded to the Unity
Connection server.
• Confirm that the certification authority certificates have not expired.
12. (Exchange Only) If all Unity Connection users associated with this unified messaging service have
mailboxes homed on the same Exchange server, and if you are using HTTPS as the web-based protocol,
confirm that SSL is properly configured:
Confirm that certification authority certificates have been uploaded to the Unity Connection server.
In Unity Connection Administration, confirm that the Exchange server name specified in the unified
messaging service exactly matches the common name in the SSL certificate for that Exchange server.
Confirm that the SSL certificates have not expired.
13. (Exchange Only) Use Microsoft EWSEditor to access the Exchange mailbox of a Unity Connection
user using the unified messaging services account. This allows you to determine whether the problem
occurs even when Unity Connection is not involved.
EWSEditor software and documentation are available on the Microsoft website.
1. Confirm DNS settings:
• Confirm that the Exchange server is reachable from Unity Connection.
• If you configured the unified messaging service to search for Exchange or Office 365 servers, confirm
that the Unity Connection server is configured to use DNS.
• If you configured the unified messaging service to search for Exchange or Office 365 servers, confirm
that the name of the Exchange or Office 365 server is resolvable by the DNS server that Unity
Connection is configured to use.
• If you configured the unified messaging service to search for Exchange or Office 365 servers, confirm
that the DNS server that Unity Connection is using is configured with appropriate records for
auto-discovery.
Single Inbox is Not Working for a User or a Subset of Users
When single inbox is not working (for example, Unity Connection voice messages are not synchronized into
Exchange, and messages sent from ViewMail for Outlook are not delivered), and when the problem is occurring
for one or more Unity Connection users but not for all users associated with a unified messaging service, do
the following tasks.
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Single Inbox is Not Working for a User or a Subset of Users
When a cluster is configured, do the Unity Connection-specific tasks only on the primary (active) server.
1. In Unity Connection Administration, expand Users and select Users. On the Edit User Basics page, in the
Edit menu, select Unified Messaging Accounts. On the Unified Messaging Accounts page for the user,
confirm that the user is associated with a unified messaging service on which single inbox is enabled.
2. If you created an Exchange 2010 mailbox for the unified messaging services account, and if Exchange
mailboxes for the affected users were moved from one Exchange 2003 mailbox store to another, delete
the Exchange 2010 mailbox.
3. In Cisco Unity Connection Administration, expand Users and select Users. On the Edit User Basics page,
in the Edit menu, select Unified Messaging Accounts. On the Unified Messaging Accounts page for the
user, confirm that single inbox is enabled in one of the user’s unified messaging accounts.
4. In Cisco Unity Connection Administration, expand Users and select Users. On the Edit User Basics page,
in the Edit menu, select Unified Messaging Accounts. On the Unified Messaging Accounts page for the
user, confirm that Unity Connection is configured to use the correct Exchange email address.
5. In Cisco Unity Connection Administration, expand Users and select Users. On the Edit User Basics page,
in the Edit menu, select SMTP Proxy Addresses. On the SMTP Proxy Addresses page for the user, confirm
that there is an SMTP proxy address that matches the user’s Exchange mail address.
6. If the user’s Exchange mailbox was not moved, skip to Task 8.
Note
If the user’s Exchange mailbox was moved, and if the user is associated with a unified messaging service that
specifies an Exchange server instead of allowing Unity Connection to search for Exchange servers, determine
whether Unity Connection is able to automatically detect mailbox moves. See the “Configuring Unified
Messaging” chapter in the Unified Messaging Guide for Cisco Unity Connection Release 12.x at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/unified_messaging/b_12xcucumgx.html.
1. If the user’s Exchange mailbox is homed on a new Exchange server, confirm that the unified messaging
services account has the permissions necessary to access the server. For more information, see the
“Configuring Unified Messaging” chapter in the Unified Messaging Guide for Cisco Unity Connection
Release 12.x at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/unified_messaging/b_12xcucumgx.html.
2. If single inbox is not working for all of the Unity Connection users whose mailboxes are homed on the
same Exchange server, confirm that the required services are running on the Exchange servers:
• If the mailboxes are all homed on an Exchange 2013, Exchange 2010,Unity Connection or Exchange
2007 server, confirm that the EWS service is running on that Exchange server.
• If the mailboxes are all homed on an Exchange 2003 server, confirm that the WebDav service is
running on that Exchange server.
3. If single inbox is not working for all of the Unity Connection users whose mailboxes are homed on the
same Exchange server, and if you are using HTTPS as the web-based protocol, confirm that SSL is properly
configured:
• In Unity Connection Administration, uncheck the Validate Certificates for Exchange Servers check
box, and determine whether single inbox is now working.
• Confirm that SSL certificates have been uploaded to the Unity Connection server.
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Single Inbox is Not Working for a User or a Subset of Users
• Confirm that the SSL certificates have not expired.
Single Inbox Synchronization from Exchange is Delayed
If Unity Connection synchronization to Exchange is working (for example, voice messages are synchronized
to users’ Exchange mailboxes) but synchronization from Exchange is delayed (for example, the message
waiting indicator is not turned off immediately after the last Unity Connection voice message is heard in
ViewMail for Outlook), do the following tasks.
1. In Cisco Unity Connection Serviceability, go to Tools > Service Management and confirm that the
service status for the Unity Connection Jetty service is Started. If not, activate and start the service, then
test one of the affected users.
2. At a command line on the Exchange server, run the following command to telnet from the Exchange
server to the Unity Connection server (confirm that port 7080 is open in the firewall, if applicable):
telnet <IP address of the Unity Connection server> 7080
If no error message is returned, the Exchange server was able to connect to the Unity Connection server. If
an error message is returned:
• In Cisco Unity Connection Serviceability, confirm that the Unity Connection Jetty service is running.
• Troubleshoot the network problem.
Press Ctrl-K to exit from Telnet.
1. In Cisco Unity Connection Administration, display the unified messaging account for one of the affected
users and select Reset.
If synchronization from Exchange to Unity Connection starts working for the affected user, in Unity
Connection Administration, display the unified messaging service associated with the affected user (Unified
Messaging > Unified Messaging Services) and select Reset.
If you Reset a particular unified messaging service, the synchronization is delayed for all of the users associated
with the unified messaging service as Unity Connection resynchronizes data with Exchange.
If the synchronization from Exchange is delayed, you can also check if the number of outstanding requests
is consistently not exceeding 999. To check the number of outstanding request, you need to enable the
CsMbxSync (level 19) traces. For more information on traces, see Traces in Cisco Unity Connection
Serviceability, on page 1.
If the number of outstanding requests is consistently increasing to a value greater than 999, check the EWS
latency (EWS request-response RTT time) between Unity Connection and Exchange Server. If the latency is
more than the supported value, calculate the number of connections and change the number of connections
to a calculated value. For information on maximum EWS latency and the method to calculate connections,
see the “Calculating the Number of Connections for One Unity Connection Server” section of the Single
Inbox in Cisco Unity Connection 12.x chapter of Design Guide for Cisco Unity Connection Release 12.x
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/design/guide/b_12xcucdg.html.
Single Inbox Synchronization from Office 365 is Delayed
If Unity Connection synchronization to Office 365 is working (for example, voice messages are synchronized
to users’ Exchange mailboxes) but synchronization from Office 365 is delayed (for example, the message
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Single Inbox Synchronization from Exchange is Delayed
waiting indicator is not turned off immediately after the last Unity Connection voice message is heard in
ViewMail for Outlook), do the following tasks.
1. In Cisco Unity Connection Administration, display the unified messaging account for one of the affected
users, and select Reset.
2. If synchronization from Exchange to Unity Connection starts working for the affected user, in Unity
Connection Administration, display the unified messaging service associated with the affected user (Unified
Messaging > Unified Messaging Services) and select Reset.
Single Inbox Synchronization from Exchange Failed
If synchronization from Unity Connection to Exchange fails for set of users and the unified messaging account
Reset button press is not resolving the problem, do the following tasks:
1. Run the following CLI command to get list of aliases having Mailbox Status field set as non-zero: run
cuc dbquery unitydirdb select y.alias from vw_mailboxmap as x, vw_user as y where
x.userobjectid=y.objectid AND x.status != 0.
2. If the above CLI execution gives list of user aliases then we need to check the reason of non-zero value
of status for listed users. If required, we can update the status field to zero through the following CLI
command: run cuc dbquery unitydirdb update tbl_mailboxmap set status = 0
Updating the value of "status" as zero is just a work around and we must investigate the reason of status getting
changed.
Note
Single Inbox Fails with Office 365 Using ADFS
If you are integrating Unity Connection with Office 365 for Single Inbox where the Unity Connection Account
used to access Office 365 was created on active directory and imported into Office 365, the Single Inbox may
not work as Unity Connection is not equipped to handle ADFS.
To get the Single Inbox working, the account must be created locally on the Office 365 side.
Duplicate Message Issue with Single Inbox
Internet Message ID is a unique identifier for internet messages. Cisco Unity Connection assigns a unique
Internet message ID to each voice message. If messages are restored with same internet message ID, the
duplicate messages are created in the mailbox of a user. When mailbox synchronizes with Exchange, the
duplicate messages are reflected in the Single Inbox.
To resolve the issue of duplicate messages in Single Inbox, a user or administrator must delete the duplicate
messages from the mailbox.
COBRA is one of the interfaces that provide the option to restore the messages as duplicate messages. To
avoid the duplicate message issue in Single Inbox, do not select the option to restore the messages as duplicate
messages.
Note
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Single Inbox Synchronization from Exchange Failed
Resolving SMTP Domain Name Configuration Issues
Step 1 In Cisco Unity Connection Administration, expand System Settings > SMTP Configuration, then select Smart Host.
Step 2 On the Smart Host page, in the Smart Host field, enter the IP address or fully qualified domain name of the SMTP smart
host server and select Save. (Enter the fully qualified domain name of the server only if DNS is configured.)
Step 3 In Cisco Unity Connection Administration, expand System Settings and select General Configuration.
Step 4 On the General Configuration page, in the When a recipient cannot be found list, select Relay message to smart host.
Step 5 Click Save.
Step 6 In Cisco Unity Connection Administration, expand Users > Message Actions and select the Accept the message option
from the Voicemail drop- down list.
Step 7 Enter an SMTP Proxy Address for the relay address field.
Do not create any SMTP Proxy Address for the user. Make sure to select the Relay the message option from
the Email, Fax, and receipt drop -down lists.
Note
Step 8 Setup a recipient policy on Exchange Server such that the Unity Connection alias resolves to the corporate email Id.
• For Exchange 2013 or Exchange 2010, see the following link:
http://technet.microsoft.com/en-us/library/bb232171.aspx
• For Configuring Exchange Email Policies with Unity Connection, please see the following white paper link:
http://www.cisco.com/en/US/prod/collateral/voicesw/ps6788/ps12506/ps6509/guide_c07-728014.html.
Troubleshooting Problems with Cisco ViewMail for Microsoft Outlook
You may face some issues with ViewMail for Outlook that you can troubleshoot using the information provided
in the sections mentioned further.
Voice Messages or Receipts are Not Received in the Outlook Inbox
If single inbox users do not receive incoming voice messages or receipts in the Outlook Inbox, note the
following:
• Check the Junk E-mail folder to see whether the messages or receipts are automatically being filtered to
this folder. The junk-email filter can be updated to add specific sender addresses or domain names to the
safe filter list. For information on configuring the Junk E-mail folder to exclude a class of messages,
refer to the Microsoft documentation.
• Check the configuration of any email anti-spam filters in your organization to see whether voice messages
are being routed to a location other than the Outlook Inbox folder, .wav attachments are being removed,
or the policy is otherwise interfering with the delivery of voice messages or receipts to Outlook.
• If you have Unity Connection mailbox quotas configured, and if a user has exceeded the send/receive
quota, Unity Connection prevents messages from being received in the user’s Unity Connection mailbox.
ViewMail for Outlook does not notify a user that the send/receive threshold has been reached and that
callers are therefore not allowed to leave voice messages for that user; the user would know only by
checking voice messages in Unity Connection. However, when a user sends a message after reaching
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Resolving SMTP Domain Name Configuration Issues
the send quota, ViewMail for Outlook does notify the user. The send quota is a lower threshold, so a
user reaches the send/receive quota only by ignoring the earlier warning.
Messages Sent from a Single Inbox Outlook Client are Not Received
If single inbox users cannot send messages through the Unity Connection server from the Outlook client—for
example, users receive non-delivery receipts (NDRs)—consider the following possibilities:
• The email address of the message sender must exactly match a primary or proxy SMTP address configured
in Unity Connection.
• The email address of the message recipient must match a primary or proxy SMTP address that is configured
for a Unity Connection user, or an SMTP proxy address that is configured for a VPIM contact. If no such
match is found, Unity Connection relays the message to the SMTP smart host, or sends an NDR to the
sender, depending on the option selected in the When a Recipient Cannot be Found setting on the System
Settings > General Configuration page in Unity Connection Administration. By default, Unity Connection
sends an NDR.
Messages Received in an Email Account Other than the Single Inbox Account
If users unexpectedly receive voice messages in their corporate or other email accounts rather than their Unity
Connection mailboxes, consider the following possibilities:
• The email address of the message recipient must match a primary or proxy SMTP address that is configured
for a Unity Connection user, or an SMTP proxy address that is configured for a VPIM contact. If no such
match is found and Unity Connection is configured to relay the message to the SMTP smart host, the
message is relayed to the applicable email address. Confirm that the message recipient has a proxy SMTP
address configured for the applicable email address. See the “SMTP Proxy Addresses” section of the
“User Settings” chapter of the System Administration Guide for Cisco Unity Connection, Release 12.x,
available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/administration/guide/b_12xcucsag.html.
• If message actions for the recipient are configured to relay messages of a particular type (voice, email,
fax or delivery receipt) to the user at the corporate email address, the seemingly erroneous routing of
messages may be expected behavior. Message actions are also configured in the unified messaging service
that is specified in the recipient’s unified messaging account, and the interaction of the user-level setting
and the setting in the unified messaging service may produce unanticipated results. For a summary of
how message actions are relaying messages for a specific user, in Unity Connection Administration, see
the Message Actions page for that user.
Messages cannot be Played in Outlook
To play secure messages from Outlook, you must install Cisco Unity Connection ViewMail for Microsoft
Outlook version. When you view a secure message in Outlook, the text in the message briefly explains secure
messages but does not include a .wav attachment. The only copy of the .wav file remains on the Unity
Connection server.
If you delete a secure message from Outlook, Unity Connection moves the message to the deleted items folder
in Unity Connection. If message aging is configured, the message is eventually deleted.
Caution
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Messages Sent from a Single Inbox Outlook Client are Not Received
Messages Moved into a .PST Folder in Outlook cannot be Played
Unity Connection synchronizes voice messages in the following Outlook folders with the Unity Connection
Inbox folder for the user, so the messages are still visible in the Unity Connection Inbox folder:
• Subfolders under the Outlook Inbox folder
• Subfolders under the Outlook Deleted Items folder
• The Outlook Junk Email folder
Unity Connection synchronizes voice messages in the Sent Items Outlook folder with the Unity Connection
Sent Items folder for the user, so the messages are still visible in the Unity Connection Sent Items folder.
When Unity Connection replicates a secure voice message to Exchange, the replicated message contains only
text that briefly explains secure messages; only the copy of the .wav file remains on the Unity Connection
server. When a user plays a secure message using ViewMail for Outlook, ViewMail retrieves the message
from the Unity Connection server and plays it without ever storing the message in Exchange or on the computer
of the user.
If the user moves a secure message to an Outlook folder that is not synchronized with the Unity Connection
Inbox folder, the only copy of the voice message is moved to the deleted items folder in Unity Connection,
and the message can no longer be played in Outlook. If the user moves the message back into the Outlook
Inbox folder or into an Outlook folder that is synchronized with the Unity Connection Inbox folder, and:
• If the message is still in the deleted items folder in Unity Connection, the message is synchronized back
into the Unity Connection Inbox for that user, and the message becomes playable again in Outlook.
• If the message is not in the deleted items folder in Unity Connection, the message is not resynchronized
into Unity Connection and can no longer be played in Outlook or Unity Connection.
For more information, see the “Synchronization with Outlook Folders” section of the "Introduction to Unified
Messaging" chapter in the Unified Messaging Guide for Cisco Unity Connection Release 12.x at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/unified_messaging/b_12xcucumgx.html.
Playing a Message Does Not Turn Off the Message Waiting Indicator
If you upgraded from Cisco Unity that was configured as unified messaging server and migrated the messages
from the server, note the following:
• Two copies of migrated messages appear in the Exchange mailbox for each user: the original message
and the migrated message that is synchronized into the Exchange mailbox when single inbox is configured.
• If a user uses Outlook to play the original message in Exchange (the copy that Cisco Unity put into
Exchange when the message was received), the message remains unread in Unity Connection, and the
message waiting indicator remains on. Playing the migrated message (the copy that was synchronized
into the Exchange mailbox by the single inbox feature) or playing messages that are received after the
migration turns off the message waiting indicator as appropriate.
Message Waiting Indicator Turns Off Before the Message is Played
If you have enabled the Mark Items as Read When Viewed in the Reading Pane option in Outlook, the message
is marked as read as soon as you select it in the Outlook inbox. If this is the only Unity Connection voice
message that you have not heard, Unity Connection turns off the message waiting indicator.
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Messages Moved into a .PST Folder in Outlook cannot be Played
Deleting a Message in Outlook Does Not Delete the Corresponding Message
If you upgraded from Cisco Unity that was configured as unified messaging server and migrated the messages
from the server, note the following:
• Two copies of migrated messages appear in the Exchange mailbox for each user: the original message
and the migrated message that is synchronized into the Exchange mailbox when single inbox is configured.
• If a user uses Outlook to delete the original message in Exchange (the copy that Cisco Unity put into
Exchange when the message was received), the migrated message remains in the user’s inbox in Unity
Connection. Deleting the migrated message in Outlook (the copy that was synchronized into the Exchange
mailbox by the single inbox feature) causes the message to be moved from the user’s inbox in Unity
Connection to the user’s deleted items folder in Unity Connection.
• For more information on how the deleted messages are handled, see the Location for Deleted Messages
section of the “Introduction to Unified Messaging in Cisco Unity Connection 12.x” chapter of Unified
Messaging Guide for Cisco Unity Connection Release 12.x at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/unified_messaging/b_12xcucumgx.html.
Messages Moved into a .PST Folder in Outlook are Deleted
Unity Connection synchronizes voice messages in the following Outlook folders with the Unity Connection
Inbox folder for the user, so the messages are still visible in the Unity Connection Inbox folder:
• Subfolders under the Outlook Inbox folder
• Subfolders under the Outlook Deleted Items folder
• The Outlook Junk Email folder
If a user moves voice messages into Outlook folders that are not under the Inbox folder, the messages are
moved to the deleted items folder in Unity Connection.
For more information, see the “Synchronization with Outlook Folder” section of the “Introduction to Unified
Messaging” chapter in the Unified Messaging Guide for Cisco Unity Connection Release 12.x at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/unified_messaging/b_12xcucumgx.html.
Troubleshooting Problems with Invalid Passwords
When users change their Cisco Personal Communications Assistant (PCA) password in the Messaging
Assistant, they must also update the password configured in ViewMail options so that the client can continue
to access Unity Connection and retrieve voice messages. Likewise, when LDAP authentication is configured
and the PCA password is changed in LDAP, the password configured in ViewMail options must be updated.
If the PCA password has been changed but ViewMail has not been updated, users typically see a message
indicating that the invalid credentials were entered for the account when they try to use ViewMail features.
Changing a Cisco ViewMail for Microsoft Outlook Password
Step 1 If you are using Outlook 2010:
a) On the user workstation, in Outlook 2010, click the ViewMail tab.
b) Select Settings.
Step 2 If you are using Outlook 2007 or Outlook 2003:
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Deleting a Message in Outlook Does Not Delete the Corresponding Message
a) On the user workstation, on the Outlook Tools menu, select Options.
b) Select the ViewMail tab.
Step 3 From the Associated Email Account list, select the Microsoft Exchange/Single Inbox account for the user and select Edit.
Step 4 On the Viewmail Account Settings window, change the password for the user.
Step 5 Select Test Settings.
Step 6 If the test passes successfully, select OK. If the test fails, reenter the password and repeat
Step 7 Select OK to close the window, and then select OK again to close the Options dialog.
Collecting Diagnostics from ViewMail for Outlook on the User Workstation
To troubleshoot problems with the Cisco ViewMail for Microsoft Outlook form, you can enable diagnostics
on the user workstation.
Enabling Cisco ViewMail for Microsoft Outlook Diagnostics and View the Log Files on the User
Workstation
Step 1 If you are using Outlook 2010:
a) On the user workstation, in Outlook 2010, click the ViewMail tab.
b) Select Settings.
Step 2 If you are using Outlook 2007 or Outlook 2003:
a) On the user workstation, on the Outlook Tools menu, select Options.
b) Select the ViewMail tab.
Step 3 Check the Turn on Diagnostic Traces check box.
Step 4 Select OK.
Step 5 Reproduce the problem.
Step 6 If you are using Outlook 2010:
a) On the user workstation, in Outlook 2010, click the ViewMail tab.
b) Select Email Log Files, and send the resulting message with logs attached to an email address.
Step 7 If you are using Outlook 2007 or Outlook 2003:
a) On the Help menu, select Cisco ViewMail for Outlook > Email Log Files.
b) Send the resulting message with logs attached to an email address.
CollectingDiagnosticsontheUnityConnectionServerforProblemswithSingleInboxandViewMail
for Outlook
You can enable the Unity Connection VMO macro trace to troubleshoot client problems from the server side.
For detailed instructions on enabling and collecting diagnostic traces, see the Using Diagnostic Traces for
Troubleshooting, on page 1.
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Collecting Diagnostics from ViewMail for Outlook on the User Workstation
Troubleshooting Access to Emails in an External Message Store
User on the Phone Hears “Invalid Selection” after Pressing Seven
When a user has signed in by phone, presses seven on the main menu, and is told that the selection is invalid,
the unified messaging service account for the user is not enabled for access to email in the external message
store.
Enabling User Access to Email in an External Message Store
Step 1 In Cisco Unity Connection Administration, expand Users and select Users. On the Search Users page, select an applicable
user.
Step 2 On the Edit User Basics page, in the Edit menu, select Unified Messaging Accounts > .
Step 3 On the Unified Messaging Accounts page, select the name of the unified messaging service that connects to the external
message store.
Step 4 On the Edit Unified Messaging Account page, check the Access Exchange by Using Text to Speech (TTS) check box
and select Save.
User on the Phone Hears “Your Messages are Not Available” after Pressing Seven
When a user has signed in by phone, presses seven on the main menu, and is told that messages are not
available, use the following task list to determine the cause and to resolve the problem. Do the tasks in the
order presented until the problem is resolved.
Follow the given steps for troubleshooting a “Your Messages are Not Available” after pressing seven:
1. Test the unified messaging service that enables access to email in the external message store, and correct
any errors that are reported. See the Testing the Unified Messaging Service to Access Emails in an External
Message Store.
2. Test the unified messaging account of the user who is enabled to access email in the external message
store, and correct any errors that are reported. See the Testing Unified Messaging Account for User to
Access Email in an External Message Store.
3. In Cisco Unity Connection Administration, expand Class of Service and select Class of Service. Select
the class of service applied to voicemail users. On the Edit Class of Service page, confirm that the Allow
Access to Exchange Email by Using Text to Speech (TTS) check box is checked.
4. In Cisco Unity Connection Administration, expand Users and select Users. Confirm that the Allow Access
to Exchange Email by Using Text to Speech (TTS) check box is checked. See the Enabling User Access
to Email in an External Message Store.
5. Ping the server to which the unified messaging service connects using the value in the Server field on the
Unified Messaging> Unified Messaging Services> if you select Specify an Exchange Server check box,
enter the IP address or hostname of the Exchange 2010 server. If the ping fails, Unity Connection is not
functional. You must restore the net work functionality to Unity Connection.
6. If the unified messaging service is configured for SSL and the Validate Certificates for Exchange Servers
check box is checked, determine whether certificate validation is causing the problem. In Cisco Unity
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Troubleshooting Access to Emails in an External Message Store
Connection Administration, go to Unified Messaging> Unified Messaging Services and uncheck the
Validate Certificates for Exchange Servers check box and select Save.
On the Exchange server, confirm that the Microsoft Exchange IMAP4 service is running.
Confirm that the Exchange server is set up to support basic authentication for IMAP4.
Testing the Unified Messaging Service to Access Emails in an External Message Store
Step 1 In Cisco Unity Connection Administration, expand Unified Messaging and select Unified Messaging Services. On the
Search Unified Messaging Services page, select the name of the applicable service.
Step 2 On the Edit Unified Messaging Service page, select Test.
Step 3 In the Task Execution Results window, refer to the list of issues and recommendations and do the applicable troubleshooting
steps.
Step 4 Repeat Step 2 and Step 3 until the test succeeds.
Testing Unified Messaging Account for User to Access Email in an External Message Store
Step 1 In Cisco Unity Connection Administration, expand Users and select Users. On the Search Users page, select the alias of
the user.
Step 2 On the Edit User Basics page, in the Edit menu, select Unified Messaging Accounts.
Step 3 On the Unified Messaging Accounts page, select the name of the applicable unified messaging account and select Test.
Step 4 In the Task Execution Results window, refer to the list of issues and recommendations and do the applicable troubleshooting
steps.
Step 5 Repeat Step 2 and Step 4 until the test succeeds.
Enabling User Access to Email in an External Message Store
Step 1 In Cisco Unity Connection Administration, expand Users and select Users. On the Search Users page, select the alias of
the user.
Step 2 On the Edit User Basics page, in the Edit menu, select Unified Messaging Accounts.
Step 3 On the Unified Messaging Accounts page, select the name of the unified messaging service that connects to the external
message store.
Step 4 On the Edit Unified Messaging Account page, check the Access Exchange Email by Using Text to Speech (TTS) check
box and select Save.
Users Hear Gibberish at the End or Beginning of an Email
When users hear gibberish at the end or beginning of an email, the gibberish is part of the email formatting
that Text to Speech (TTS) plays back. Although the TTS engine is able to clean up some of the gibberish that
can be found in various email formats, there are formats that cause some gibberish to be played.
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Testing the Unified Messaging Service to Access Emails in an External Message Store
Using Traces to Troubleshoot Access to Emails in an External Message Store
You can use traces to troubleshoot access to emails in an external message store. For detailed instructions,
see the Using Diagnostic Traces for Troubleshooting, on page 1.
Troubleshooting Calendar Integrations
Using Unified Messaging Accounts are Used for Calendar Integrations
The following configuration principles apply to unified messaging accounts that are used for calendar
integrations:
• A user can have only one unified messaging account for which the Access Exchange Calendar and
Contacts check box is checked on the Unified Messaging Accounts page for the user.
• A user can have multiple unified messaging accounts for which the MeetingPlace Scheduling and Joining
check box is checked on the Unified Messaging Services page.
• If a user has more than one unified messaging account for which the MeetingPlace Scheduling and Joining
check box is checked, the Primary Meeting Service check box (on the Users > Edit Unified Messaging
Account page) can be checked on only one of them.
Each user can access calendar information from only one unified messaging account. If the calendar-enabled
unified messaging account connects to an Exchange server, the user has access to events only from the
Exchange calendar. Similarly, if the calendar-enabled unified messaging account connects to a Cisco Unified
MeetingPlace server, the user has access to events only from the Cisco Unified MeetingPlace calendar.
If a user has more than one unified messaging account for which the MeetingPlace Scheduling and Joining
check box is checked, the unified messaging account for which the Primary Meeting Service check box is
checked determines which Cisco Unified MeetingPlace server is used to schedule reservationless meetings.
For information on configuring a calendar integration between Cisco Unity Connection and Exchange, see
the “Configuring Unified Messaging” chapter in the Unified Messaging Guide for Cisco Unity Connection
Release 12.x at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/unified_messaging/b_12xcucumgx.html.
Testing the Calendar Integration
Step 1 In Cisco Unity Connection Administration, expand Users, then select Users. On the Search Users page, select the alias
of a user.
Step 2 On the Edit User Basics page, on the Edit menu, select Unified Messaging Accounts.
Step 3 On the Unified Messaging Accounts page, select the name of the applicable unified messaging service account.
Step 4 On the Edit Unified Messaging Account page, select Test.
Step 5 In the Task Execution Results window, refer to the list of issues and recommendations and do the applicable troubleshooting
steps.
Step 6 Repeat Step 4 and Step 5 until the test succeeds.
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Using Traces to Troubleshoot Access to Emails in an External Message Store
Obtaining Unified Messaging Account Status
In Cisco Unity Connection Administration, browse to the Unified Messaging > Unified Messaging Accounts
Status page. The status icon on the page indicates the state of the Cisco Unity Connection configuration.
The Unified Messaging Accounts page for an individual user also displays Unity Connection configuration
status.
Test Fails the Last Check
When you select Test on the Edit Unified Messaging Account page to troubleshoot a calendar integration and
all checks succeed except for the last check (which fails with the message “The system failed to perform a
typical calendar operation”), use the following task list to determine the cause and to resolve the problem. Do
the tasks in the order presented until the problem is resolved:
1. On the Exchange server, confirm that SP2 or later is installed.
2. On the Exchange server, confirm that the user is enabled for Outlook Web Access (OWA).
3. In Cisco Unity Connection Administration, on the Users > Edit Unified Messaging Account page for the
user, confirm that the entry in the Email Address field matches the primary SMTP address for the user.
4. On the Exchange server, confirm that the Microsoft Exchange Outlook Web Access service is available.
You can manually check whether the Microsoft Exchange Outlook Web Access service is available by
entering one of the following URLs in a web browser:
http://<servername>/exchange/<emailaddress>
https://<servername>/exchange/<emailaddress>
Note the following:
• If the unified messaging account in which the Access Exchange Calendar and Contacts check box
is checked is associated with a unified messaging service in which the value of the Web-Based
Protocol list is “HTTPS,” the URL must begin with “https”.
• If you chose to specify an Exchange Server on the Unified Messaging > Unified Messaging Services
page, for <servername>, enter the value of the Exchange Server. Use the unified messaging service
to which the unified messaging account of the user refers. If you chose to search for Exchange servers,
verify that you can ping the domain, and that the protocol (LDAP or LDAPS) is correct.
• For <emailaddress>, enter the email address that the user’s unified messaging account is using. See
the Account Information section of the Users > Edit Unified Messaging Account page for the user.
When prompted to authenticate, enter the user’s Active Directory alias and password.
5. (Exchange 2003 only) In Cisco Unified Operating System Administration, on the Services > Ping
Configuration page, confirm that Unity Connection can ping the IP address or hostname of the Exchange
server.
6. If the unified messaging service is configured to use HTTPS for the web-based protocol and the Validate
Certificates for Exchange Servers check box is checked, determine whether certificate validation is causing
the problem by doing the following sub-tasks.
In Unity Connection Administration, browse to the Unified Messaging > Unified Messaging Services
page, and select the unified messaging service associated with the unified messaging account that you are
testing.
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Obtaining Unified Messaging Account Status
On the Edit Unified Messaging Service page, uncheck the Validate Server Certificate check box and
select Save.
On a phone, sign in as the user who experiences the problem and access calendar information.
If the user is able to access calendar information, confirm that the public root certificate of the Certificate
Authority (CA) that issued the Exchange server certificate is installed on Unity Connection as a trusted
certificate, that it is self-signed, and that it has not expired.
In Unity Connection Administration, on the System Settings > Unified Messaging Services > Edit Unified
Messaging Services page, check the Validate Server Certificate check box and select Save.
7. Confirm that the service account on Exchange that the unified messaging service uses has the Administer
Information Store, Receive As, and Send As permissions allowed.
8. If the Exchange server is slow enough to respond to calendar information requests that Unity Connection
times out, in Unity Connection Administration, on the System Settings > Advanced > Unified Messaging
Services page, set the TTS and Calendars: Time to Wait for a Response (In Seconds) field to a value
greater than 4.
Increasing the value of TTS and Calendars: Time to Wait for a Response (In Seconds) may result in delays
when accessing calendar information.
Note
Non-Published Meetings Do Not Appear in List of Meetings (Cisco Unified MeetingPlace Only)
When Cisco Unity Connection has an calendar integration with Cisco Unified MeetingPlace, all applicable
published and non-published meetings are listed when the user accesses meeting information.
If non-published meetings are not listed in the list of meetings, the service account that Unity Connection uses
to access calendar information is not correctly configured.
Configuring the Unity Connection Service Account (Cisco Unified MeetingPlace Only)
Step 1 Sign in to the Cisco Unified MeetingPlace Administration Server as an administrator.
Step 2 Select User Configuration > User Profiles.
Step 3 Select the Unity Connection service account.
Step 4 In the Type of User field, select System Administrator.
Step 5 Select Save.
Step 6 Sign out of Cisco Unified MeetingPlace.
Meetings Do Not Appear in List of Meetings
When meetings do not appear in the list of meetings, the cause may be the interval that Cisco Unity Connection
waits to update calendar information.
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Troubleshooting Unified Messaging
Non-Published Meetings Do Not Appear in List of Meetings (Cisco Unified MeetingPlace Only)
Changing the Interval that Cisco Unity Connection Waits to Update Calendar Information
Step 1 In Cisco Unity Connection Administration, expand System Settings > Advanced, then select Unified Messaging
Services.
Step 2 On the Unified Messaging Services Configuration page, in the Calendars: Normal Calendar Caching Poll Interval (In
Minutes) field, enter the length of time that Unity Connection waits between polling cycles when it caches upcoming
Outlook calendar data for users who are configured for a calendar integration.
A larger number reduces the impact on the Unity Connection server while reducing the ability of the server to handle
last-minute changes to the Outlook calendar data for users in a timely manner. A smaller number increases the impact
on the Unity Connection server while increasing the ability of the server to handle last-minute changes to the Outlook
calendar data for users in a timely manner.
In the Calendars: Short Calendar Caching Poll Interval (In Minutes) field, enter the length of time that Unity Connection
waits between polling cycles when it caches upcoming Outlook calendar data for calendar users who must have their
calendar caches updated more frequently.
This setting applies to users who have the Use Short Calendar Caching Poll Interval check box checked on their Edit
User Basics page.
Step 3 Select Save.
“Access Exchange Calendar and Contacts” Option Not Available for Unified Messaging Accounts
When the Access Exchange Calendar and Contacts check box does not appear on the Unified Messaging
Account page, use the following task list to determine the cause and to resolve the problem. Do the tasks in
the order presented until the problem is resolved:
1. In Cisco Unity Connection Administration, browse to the Unified Messaging > Unified Messaging Services
page, and select the unified messaging service associated with the unified messaging account that you are
testing.
2. On the Edit Unified Messaging Service page, confirm that the Access Exchange Calendar and Contacts
check box is checked.
Using Traces to Troubleshoot a Calendar Integration
You can use traces to troubleshoot a calendar integration. For detailed instructions, see the Using Diagnostic
Traces for Troubleshooting, on page 1.
Troubleshooting Access to Calendar Information Using Personal Call Transfer
Rules
When users have problems accessing calendar information when using Personal Call Transfer Rules, the cause
may be the interval that Unity Connection waits to update calendar information. Do the following procedure.
You can use traces to troubleshoot issues related to accessing calendar information when using personal call
transfer rules. For detailed instructions, see the Using Diagnostic Traces for Troubleshooting, on page 1.
• See also the Troubleshooting Personal Call Transfer Rules, on page 207 chapter.
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Changing the Interval that Cisco Unity Connection Waits to Update Calendar Information
Changing the Interval Unity Connection Waits to Update Calendar Information
SUMMARY STEPS
1. In Cisco Unity Connection Administration, expand System Settings > Advanced > and select Unified
Messaging Services.
2. On the Unified Messaging Services Configuration page, in the Calendars: Normal Calendar Caching Poll
Interval (In Minutes) field, enter the length of time that Unity Connection waits between polling cycles
when it caches upcoming Outlook calendar data for users who are configured for a calendar integration.
3. Select Save.
DETAILED STEPS
Step 1 In Cisco Unity Connection Administration, expand System Settings > Advanced > and select Unified Messaging
Services.
Step 2 On the Unified Messaging Services Configuration page, in the Calendars: Normal Calendar Caching Poll Interval (In
Minutes) field, enter the length of time that Unity Connection waits between polling cycles when it caches upcoming
Outlook calendar data for users who are configured for a calendar integration.
A larger number reduces the impact on the Unity Connection server while reducing the ability of the server to handle
last-minute changes to the Outlook calendar data for users in a timely manner. A smaller number increases the impact
on the Unity Connection server while increasing the ability of the server to handle last-minute changes to the Outlook
calendar data for users in a timely manner.
In the Calendars: Short Calendar Caching Poll Interval (In Minutes) field, enter the length of time that Unity Connection
waits between polling cycles when it caches upcoming Outlook calendar data for calendar users who must have their
calendar caches updated more frequently.
This setting applies to users who have the Use Short Calendar Caching Poll Interval check box checked on their Edit
User Basics page.
Step 3 Select Save.
Troubleshooting the Test Button for Unified Messaging Services and Unified
Messaging Accounts
You can use traces to troubleshoot problems with the Test button (the unified messaging service diagnostic
tool). This button is available on the following pages in Cisco Unity Connection Administration:
• Unified Messaging > Unified Messaging Services> select a unified messaging service on the Search
Unified Messaging Services page> Edit Unified Messaging Services page.
• Users > Users > select a user on the Search Users page> Edit User Basics page> Edit> Unified Messaging
Accounts> select an applicable account> Edit Unified Messaging Account page.
For information on using traces to troubleshoot problems with the Test button, see the Using Diagnostic Traces
for Troubleshooting, on page 1.
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Troubleshooting Unified Messaging
Changing the Interval Unity Connection Waits to Update Calendar Information
CHAPTER 8
Troubleshooting IMAP Clients and ViewMail for
Outlook
• Troubleshooting IMAP Clients and ViewMail for Outlook, on page 71
Troubleshooting IMAP Clients and ViewMail for Outlook
Troubleshooting Problems with Changing Passwords
When users change their Cisco Personal Communications Assistant (PCA) password in the Messaging
Assistant, they also must update the password from their IMAP email client application so that the client can
continue to access Unity Connection and retrieve voice messages. Likewise, when LDAP authentication is
configured and the PCA password is changed in LDAP, the password configured in the IMAP email client
application must be updated.
Users who use ViewMail for Outlook also must change the password in ViewMail for Outlook options when
the PCA password has been changed. If the PCA password has been changed but ViewMail has not been
updated, users typically see a message indicating that the invalid credentials were entered for the account
when they try to use ViewMail features.
Troubleshooting Sign-In Problems with IMAP Email Clients (LDAP is Not
Configured)
If users have trouble signing in to an IMAP client, or have trouble receiving voice messages in an IMAP
client, consider the following possibilities:
• If the IMAP client application prompts a user for the Cisco Personal Communications Assistant (PCA)
password, but does not accept it:
• The Cisco Unity Connection user account may be locked because of too many invalid sign-in
attempts.
• The Unity Connection user account may have been locked by an administrator.
• The Unity Connection user password may have expired.
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• The Unity Connection user account may have been configured to require that the user specify a new
password.
• The Unity Connection user may be entering the wrong password.
Users who belong to a class of service that allows access to the Messaging Assistant or to the Messaging
Inbox can try to sign in to the Cisco PCA; the Cisco PCA displays an error message that explains why the
sign-in attempt is failing. Users who cannot access the Messaging Assistant or the Messaging Inbox must
contact an administrator for assistance.
• If Microsoft Outlook users are not prompted for their Cisco PCA password, confirm that the Remember
Password check box on the Internet Email Settings (IMAP) page is not checked. If this option is checked
and the password of the user has expired, changed, or is locked, Microsoft Outlook does not prompt the
user to enter the Cisco PCA password. The result is that the user does not receive voice messages from
Unity Connection and Outlook prompts for the username and password.
Troubleshooting Sign-In Problems with IMAP Email Clients (When LDAP is
Configured)
If you are using LDAP authentication and using an IMAP email client to access Unity Connection voice
messages, and if users who are integrated with the LDAP are unable to authenticate, consider the following
possibilities:
• If you are using Active Directory, confirm that the server you are using for authentication is a global
catalog server and that you are using port 3268 (if you are not using SSL to encrypt data that is transmitted
between the LDAP server and the Unity Connection server) or port 3269 (if you are using SSL).
Authentication settings are on the System Settings > LDAP > LDAP Authentication page in
Connection Administration.
If you change any values on the LDAP Authentication page, and if IMAP clients are accessing Unity
Connection, restart the Unity Connection IMAP Server service in Cisco Unity Connection Serviceability. If
other web applications are accessing Unity Connection (for example, Cisco Personal Communications
Assistant), restart the server.
• If the problem occurs even though you are already using a global catalog server or you are not using
Active Directory, try to sign in to the Cisco PCA using an account that cannot sign in to an IMAP email
client.
• If that fails, then there are two likely causes: either the specifications on the LDAP Authentication
page are incorrect, or there is a problem with user credentials on the LDAP server, for example, the
password has expired or the user is specifying the wrong password.
• If that succeeds, and if you have configured SSL to encrypt data that is transmitted between the
LDAP server and the Unity Connection server, there may be a problem with the SSL certificate. To
confirm, uncheck the Use SSL check box, change the port to 3268, restart the Unity Connection
IMAP Server service in Cisco Unity Connection Serviceability, and try again.
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Troubleshooting IMAP Clients and ViewMail for Outlook
Troubleshooting Sign-In Problems with IMAP Email Clients (When LDAP is Configured)
Troubleshooting Sign-In Problems with IMAP Clients
If users have trouble signing into an IMAP client and recursively receive the pop-up to enter username and
password, it indicates that the account has been locked, inactive, or the limit for the maximum concurrent
session has reached. To troubleshoot the issue, verify if:
• User is trying to access the IMAP account with invalid credentials. This is confirmed by the presence of
"authFail" instance in CiscoSysLog.
To resolve the issue, navigate to Edit User Basics > Change Password (Web Application) page of Cisco
Unity Connection Administration and reset the password for the user.
• User is trying to access inactive IMAP account. This is confirmed by the presence of
"EvtSubAccountInactive" event is CiscoSysLog.
To resolve the issue, navigate to Edit User Basic page of Cisco Unity Connection Administration and
update the User Status to Active.
• The limit for maximum concurrent IMAP sessions has reached. This is confirmed by the presence of
EvtIMAPLogonSessionLimitExceeded of CiscoSysLog. To resolve the issue, see the Unable to Login
to IMAP Client section.
Unable to Login to IMAP Client
If the users have trouble signing into an IMAP client and recursively receive the pop-up to enter username
and password, it can be because the limit for the maximum concurrent session has reached. This is confirmed
by the presence of EvtIMAPLogonSessionLimitExceeded of CiscoSysLog. To resolve the issue, do the
following:
1. Fetch the Alias of the user experiencing the problem from CiscoSysLog.
2. Run the following command to fetch the current value of imapsessioncount for the user:
run cuc dbquery unitydirdb select * from vw_subscribertimelastcall where
subscriberobjectid = (select objectid from vw_subscriber where alias =<Alias>')
where imapsessioncount is the number of IMAP sessions currently open for the user.
3. Ask the user to hang up one of the IMAP sessions if the value of imapsessioncount matches the configured
maximum limit for concurrent IMAP sessions.
For multiple users, if the value of imapsessioncount is within the configured maximum limit or is not
decrementing even after reducing the number of open IMAP sessions, disable the feature for immediate
solution or contact Cisco TAC. For information on disabling the feature, see "Restricting the Maximum
Concurrent Sessions "section of Security Guide for Cisco Unity Connection Release 12.x at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/security/b_12xcucsecx.html
Messages Sent from an IMAP Client Not Received
If users cannot send messages through the Unity Connection server from an IMAP client—for example,
messages remain in the Outbox, an SMTP error is displayed in the client, or users receive non-delivery receipts
(NDRs)—consider the following possibilities:
• If Unity Connection is not configured to allow clients to connect from untrusted IP addresses on the
System Settings > SMTP Configuration > Server page in Cisco Unity Connection Administration, the
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Troubleshooting Sign-In Problems with IMAP Clients
IP address of the client must appear in the IP address access list in Unity Connection. See the Checking
the IP Address Access List.
• If Unity Connection is configured to allow clients to connect from untrusted IP addresses on the System
Settings > SMTP Configuration > Server page in Connection Administration, two additional settings on
this page can affect the ability of an IMAP client to send messages.
• If the Require Authentication From Untrusted IP Addresses check box is checked, the client must
be configured to authenticate with the outgoing SMTP server.
• If the Transport Layer Security From Untrusted IP Addresses field is set to Required, the client
must be configured to use Secure Sockets Layer (SSL) when connecting to the Unity Connection
server.
• The email address of the message sender must exactly match a primary or proxy SMTP address configured
in Unity Connection, as follows:
• If the message is being sent from an IMAP client that is authenticated with the Unity Connection
server, the email address must exactly match either the primary SMTP address that is displayed on
the User Basics page for the user in Connection Administration or one of the SMTP proxy addresses
that are configured on the SMTP Proxy Addresses page for the user.
• If the message is being sent from an IMAP client that is not authenticated with the Unity Connection
server, the email address can match a primary or proxy address that is configured for any user on
the Unity Connection server.
• The email address of the message recipient must match a primary or proxy SMTP address that is configured
for a Unity Connection user, or an SMTP proxy address that is configured for a VPIM contact. If no such
match is found, Unity Connection relays the message to the SMTP smart host, or sends an NDR to the
sender, depending on the option selected in the When a Recipient Cannot be Found setting on the System
Settings > General Configuration page in Connection Administration. By default, Unity Connection
sends an NDR.
• The message exceeds the maximum length or number of recipients per message that are configured on
the System Settings > SMTP Server Configuration page in Connection Administration. (By default, the
maximum allowed message length is 10 MB.)
• The IMAP client is unable to reach the Unity Connection SMTP server because of network connectivity
issues or because access is blocked by a firewall.
In many of these error cases, the IMAP client may display an SMTP error when attempting to send a message
to the Unity Connection server. This error includes an error code and a text description that can help narrow
down the source of the problem. If the client application does not display SMTP errors to the user, or if you
still have not identified the problem after checking the potential causes above, the SMTP and MTA micro
traces (all levels) are helpful for diagnosing issues related to SMTP connectivity and message transport. When
examining the logs, start with the SMTP log first, then review the MTA log. (The SMTP service authenticates
the client and receives the message; the MTA service processes the message and addresses it to the correct
Unity Connection user or contact.) For detailed instructions on enabling the traces and viewing the trace logs,
see the Using Diagnostic Traces for Troubleshooting, on page 1.
Checking the IP Address Access List
If you choose not to allow connections from untrusted IP address lists, the IP address of each client must be
configured in the IP access list, and the Allow Unity Connection check box must be checked. If the access
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Checking the IP Address Access List
list is not configured properly, the client may display an SMTP error code of 5.5.0, indicating that the Unity
Connection was refused.
Checking the Cisco Unity Connection IP Address Access List
Step 1 In Cisco Unity Connection Administration, expand System Settings > SMTP Configuration, then select Server.
Step 2 On the SMTP Configuration Page, on the Edit menu, select Search IP Address Access List.
Step 3 Confirm that the IP address in use by the IMAP client appears as an entry in the list, and that the Allow Unity Connection
check box is checked.
Step 4 To add a new IP address to the list, select Add New.
Step 5 On the New Access IP Address page, enter an IP address or you can enter a single * (asterisk) to match all possible IP
addresses and select Save.
Step 6 On the IP Address page, check the Allow Connection check box to allow connections from the IP address that you
entered in Step 4. To reject connections from this IP address, uncheck the check box.
Step 7 If you have made any changes on the IP Address page, select Save.
Messages are Received in an Email Account Instead of a Voice Mailbox
If users unexpectedly receive voice messages in their corporate or other email accounts rather than their
Cisco Unity Connection mailboxes, consider the following possibilities:
• The email address of the message recipient must match a primary or proxy SMTP address that is configured
for a Unity Connection user, or an SMTP proxy address that is configured for a VPIM contact. If no such
match is found and Unity Connection is configured to relay the message to the SMTP smart host, the
message is relayed to the applicable email address. Confirm that the message recipient has a proxy SMTP
address configured for the applicable email address. See the “SMTP Proxy Addresses” section in the
User Settings” appendix of the System Administration Guide for Cisco Unity Connection Release 12.x,
available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/administration/guide/
b_12xcucsag.html.
• If the user email profile has an Exchange account, the Cached Exchange Mode setting in Outlook must
be enabled.
• If message actions for the recipient are configured to relay messages of a particular type (voice, email,
fax or delivery receipt) to the user at the corporate email address, this is the expected behavior.
Voice Messages Not Received in an IMAP Account
If users do not receive incoming voice messages in the email client inbox, check the Junk-Email or other spam
folder. The mail client may automatically filter voice messages to this folder. For information on configuring
spam filtering to exclude a class of messages, refer to the email client documentation.
You may also need to check the configuration of any email appliance or server-side anti-spam filters in your
organization to see if voice messages are being routed to Junk mail, voice attachments are being removed, or
the policy is otherwise interfering with the delivery of voice messages to user mail clients.
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Checking the Cisco Unity Connection IP Address Access List
Intermittent Message Corruption When Using ViewMail for Outlook
In cases where user email profiles have an Exchange account and the users are using ViewMail for Outlook,
they may experience the following intermittent problems:
• When using ViewMail for Outlook to reply to a voice message, the recipient receives a corrupt voice
message that cannot be played.
• When using ViewMail for Outlook to forward a voice message with an introduction to another Unity
Connection user, the recipient hears only the introduction; the original message is not heard.
• When using ViewMail for Outlook to forward a voice message to another Unity Connection user, the
message is delivered to the Exchange mailbox of the recipient instead of to the Unity Connection mailbox
of the recipient. Additionally, the message is corrupt, and cannot be played.
For each of these problems, the solution is to enable the Cached Exchange Mode setting in Outlook.
Recording or Playback Devices Not Appearing in ViewMail Account Settings
in ViewMail for Outlook
If a particular recording or playback device that is connected to the computer does not appear as an option in
the Audio Devices lists while composing a message or in the ViewMail Account Settings dialog, restart
Outlook. ViewMail for Outlook does not recognize devices that were recently added to the computer until
you restart Outlook.
Unable to Play Messages through ViewMail for Outlook 8.5 and Later
If the “Recording or Playback Messages Failed - no recording device” error message appears while recording
or playing voice messages through ViewMail for Outlook 8.5 and later, make sure that the proxy is not enabled
in the Internet Explorer. If you want to play or record voice messages while proxy is enabled, you need to
add the hostname or IP address of Unity Connection in the proxy exception list to avoid failure in recording
or playing voice messages through ViewMail.
User Email Account Does Not Appear in ViewMail Options in ViewMail for
Outlook
If you have recently added an email account to Outlook but the account does not appear as an option when
you try to add it as an Associated Email Account in ViewMail Options, restart Outlook. ViewMail for Outlook
does not recognize email accounts that were recently added to Outlook until you restart Outlook.
ViewMail for Outlook Form Does Not Appear
If the ViewMail for Outlook form does not appear after you have installed ViewMail on a user workstation,
consider the following:
• Only new messages are displayed with the form. Messages that were in the user mailbox prior to installing
ViewMail do not display with the form.
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Intermittent Message Corruption When Using ViewMail for Outlook
• You must close and restart Outlook after installing ViewMail. If the user is running a synchronization
program for a PDA device, the Outlook.exe process may not have fully exited when Outlook was shut
down. If that is the case, close the synchronization program and then close and restart Outlook.
• The ViewMail form may have been disabled by Outlook. To determine if Outlook has disabled the form,
select Help > About Microsoft Office Outlook > Disabled Items to see whether vmoexchangeextension.dll
is in the list.
Collecting Diagnostics from ViewMail for Outlook on the User Workstation
To troubleshoot problems with the Cisco ViewMail for Microsoft Outlook form, you can enable diagnostics
on the user workstation.
Enabling ViewMail for Outlook Diagnostics and View the Log Files on the User Workstation
Step 1 On the user workstation, on the Outlook Tools menu, select the ViewMail tab.
Step 2 Select Settings.
Step 3 In the Cisco ViewMail Settings > dialog box, check the > Turn on diagnostic traces check box and select OK.
Step 4 Reproduce the problem.
Step 5 Review the resulting log files by selecting the Email Log Files option on the ViewMail tab and sending the resulting
message with logs attached to an email address.
Collecting Diagnostics from ViewMail for Outlook on the User Workstation
To troubleshoot problems with the ViewMail for Outlook form, you can enable diagnostics on the user
workstation.
Enabling ViewMail for Outlook Diagnostics and View the Log Files on the User Workstation
Step 1 On the user workstation, on the Outlook Tools menu, select ViewMail for Outlook Options.
Step 2 Select the Diagnostics tab.
Step 3 Enable the following diagnostics:
• Enable VMO Outlook Extension Diagnostics
• Enable VMO Multimedia Diagnostics
1. If the problem is related to secure messages or recording and playback through the phone, enable the
following diagnostics:
• Enable VMO Telephone Record/Playback Diagnostics
• Enable VMO HTTP Diagnostics
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Collecting Diagnostics from ViewMail for Outlook on the User Workstation
1. Select OK.
2. Reproduce the problem.
3. Review the resulting log files, which are stored in the
C:\Documents and Settings\All Users\Application Data\Cisco Systems\VMO\1.0\Logs folder.
Collecting Diagnostics on Unity Connection for IMAP Client Problems
You can use Unity Connection traces to troubleshoot IMAP client problems from the server side. You need
to enable the following micro traces to troubleshoot IMAP client problems:
• SMTP (all levels)
• MTA (all levels)
• CuImapSvr (all levels)
• CsMalUmss (all levels)
• CML (all levels)
For detailed instructions on enabling and collecting diagnostic traces, see the Using Diagnostic Traces for
Troubleshooting, on page 1 section.
Login via IMAP Fails for LDAPS if IP Address of LDAP Server is Configured
It has been observed that login via IMAP clients for LDAP imported users, fails for LDAP-SSL case, if IP
address of LDAP server is configured under LDAP authentication on CUCA page instead of FQDN or
hostname of LDAP server. This would not impact the Java applications i.e. login via Cisco PCA would work
fine for all the LDAP imported users. Customers who for some reason do not enable DNS must use the
following workaround to use any non Java application to authenticate using SSL (CTI, TSP, etc.) The
/etc/openldap/ldap.conf file contains information necessary for the openLDAP library to function properly.
An issue involving certificates and openLDAP exists where openLDAP must be able to verify the certificate
in order to connect to an LDAP server. The problem is, certificates are issued with a Fully Qualified Domain
Name (FQDN), and if the customer's are not making use of DNS for any reason, they are required to enter an
IP Address on the LDAP Authentication web page (System->LDAP->LDAP Authentication). Part of the
openLDAP verification is to match the FQDN with the server being accessed. Since the uploaded certificate
uses FQDN and the web form is using IP Address, openLDAP cannot connect. The fix for this is for the
customer to use DNS if possible.
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Collecting Diagnostics on Unity Connection for IMAP Client Problems
CHAPTER 9
Troubleshooting Non-Delivery Receipts
• Troubleshooting Non-Delivery Receipts, on page 79
Troubleshooting Non-Delivery Receipts
Overview
Determine whether the fault lies with the sender, the recipient, or the Cisco Unity Connection server. To gather
more information, send voice messages to the recipient from different users. In addition, send voice messages
to different users from the original sender.
Non-Delivery Receipt Status Codes
As you examine a nondelivery receipt (NDR), look for a three-digit code (for example, 4.2.2).
Note that in general, the first decimal place refers to the class of code: 4.x.x is a transient failure and resend
attempts may be successful, while 5.x.x is a permanent error.
A more detailed analysis and a list of standard errors for SMTP are available in RFC 1893—Enhanced Mail
System Status Codes.
Status codes in Unity Connection have the following meanings:
• 4.0.0—An unknown error (for example, connectivity problems) prevented Unity Connection from
communicating with another SMTP server.
• 4.0.1—Error connecting to the SMTP server.
• 4.0.2—An unknown error (for example, connectivity problems) prevented Unity Connection from
communicating with another SMTP server.
• 4.2.1—The recipient mailbox has been dismounted.
• 4.2.2—The recipient mailbox is over the allotted quota set by the administrator.
• 4.2.4 —There is no valid recipient for the message.
• 4.3.2—The message store where the recipient is located has been dismounted.
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• 5.1.1—The recipient mailbox cannot be resolved, possibly because the recipient address does not exist
or is not correct.
• 5.2.0—An unknown error condition exists, and Unity Connection cannot process the message.
• 5.4.4—There are errors in the VPIM configuration in Unity Connection.
• 5.5.4—There was a permanent error in connecting to the SMTP server.
• 5.6.5—The conversion of a Unity Connection message to a VPIM message failed.
• 5.7.1—A user attempted to send a private message to a contact, which is not supported.
• 5.7.2—An error occurred during expansion of a distribution list.
• 5.7.3—A user attempted to send a secure message to a contact, which is not supported.
• 5.3.10—A fax message failed.
Code 2.0.0 indicates success. Delivery and read receipts contain this status code;
NDRs do not.
Note
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Non-Delivery Receipt Status Codes
CHAPTER 10
Troubleshooting Transcription (SpeechView)
• Troubleshooting Transcription (SpeechView), on page 81
Troubleshooting Transcription (SpeechView)
Task List for Troubleshooting SpeechView
To troubleshoot issues related to SpeechView, do the tasks mentioned in the sub-sections.
For more information on configuring SpeechView, see the SpeechView chapter of the System Administration
Guide for Cisco Unity Connection Release 12.x at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/administration/guide/b_12xcucsag.html.
Note
Issues Related to Basic Configuration Settings
1. Check for warnings or errors in Cisco Unity Connection Administration:
• On the System Settings > Licenses page. An error message on this page alerts you if you have a
license violation. Confirm that your SpeechView usage is as you expect by looking at the number
of SpeechView users listed under License Count. For more information about license issues, see the
Troubleshooting Licensing, on page 173 chapter.
• On the Unified Messaging > SpeechView Transcription> Service page. Make sure that on the
Transcription Service for SpeechView page, the Enabled check box is checked.
• On the System Settings > Advanced System Settings > Unified Messaging Services page>
Transcriptions: Time to Wait for a Transcription Response before Timing Out (In Seconds) field.
Many of the warning and error messages on these pages also include information on how to resolve the
problem.
1. Confirm that the voicemail users for which SpeechView needs to be enabled have the class of service
setting enabled. In Cisco Unity Connection Administration, expand Class of Service and select Class of
Service. Select the applicable class of service. On the Edit Class of Service page, check the Allow Users
to Access SpeechView Transcription Service check box and select Save.
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Issues with a Proxy Server
If accessing the transcription service via a proxy server, troubleshoot the proxy server:
1. In Cisco Unity Connection Serviceability, use the Voice Network Map tool to verify the health of the
digital network. See the “Using the Voice Network Map Tool” chapter of the Administration Guide for
Cisco Unity Connection Serviceability Release 12.x, at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/serv_administration/b_12xcucservag.html.
2. Verify that the server designated as a proxy system is configured to advertise transcription services.
3. Continue with this task list on the proxy server.
Issues with the Transcription Service Configuration
1. If the transcription service registration is failing or times out, review the registration task execution results
window for specific error messages.
2. If registration has succeeded, use the Test button to troubleshoot the transcription service configuration:
In Cisco Unity Connection Administration, expand Unified Messaging > SpeechView Transcription
and select Services.
Select the Test button.
View the test task execution results for specific warnings and error messages.
3. If the test you ran above fails and the transcription service was previously working successfully but has
suddenly stopped working, use the Register button to reestablish the registration with the external
transcription service:
In Cisco Unity Connection Administration, expand Unified Messaging > SpeechView Transcription
and select Services.
Select the Register button. Another window displaying the results open. The registration process normally
takes several minutes.
View the registration task execution results for specific warnings and error messages.
4. In Unity Connection Serviceability, verify that the Unity Connection SpeechView Processor and the Unity
Connection SMTP Server services are running. See the Confirming that Connection SpeechView Processor
and Connection SMTP Server Services are Running.
5. Run the SMTP test to verify that messages can successfully be sent from Unity Connection to an external
email account outside of your organization. This SMTP test helps you determine whether the registration
problem is due to issues in the communication path to the third-party transcription service. See the Running
SMTP Test to Verify Outgoing and Incoming SMTP Path.
6. Generate the SpeechView Activity Summary Report to verify that the transcriptions are arriving at the
Unity Connection server. For more information, see the “Generating and Viewing Reports” section in the
“Using Reports” chapter of the Administration Guide for Cisco Unity Connection Serviceability Release
12.x, available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/serv_administration/b_12xcucservag.html.
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Issues with a Proxy Server
Issues Related to User Expectations
1. Confirm that the message in question is of a type that is transcribed. The following messages are never
transcribed:
• Private messages
• Broadcast messages
• Dispatch messages
Secure messages are transcribed only if the user belongs to a class of service for which the Allow Transcriptions
of Secure Messages option is enabled.
1. Verify that the problem message was not already deleted by the user. When a transcription is received
from the third-party transcription service, the transcription text is attached to the original voice message.
If users delete a voice message before the transcription is received from the transcription service, the
transcription text is attached to the deleted message. It is not considered a new message and is not sent to
a notification device.
If users belong to a class of service that is configured to move deleted messages to the Deleted Items folder,
users can see the transcription in the Deleted Items folder of an IMAP client.
Note
2. If the transcription service is unable to provide a transcription of a message, the user receives a message
stating that the transcription cannot be provided and to call Unity Connection to listen to the message.
See the Messages that Cannot be Transcribed for details.
Issues with Transcription Notifications
Troubleshoot the notification device configuration. See the Troubleshooting Notification Devices, on page
155.
Enabling Traces and Contacting Cisco TAC
If you still have problems after following all the troubleshooting steps described in this chapter, enable traces
and contact the Cisco Technical Assistance Center (TAC). See the Using Diagnostic Traces to Troubleshoot
SpeechView.
Confirming that Connection SpeechView Processor and Connection SMTP
Server Services are Running
The Connection SpeechView Processor service needs to be running only on the acting primary server of a
Unity Connection cluster server pair.
The Connection SMTP Server service needs to be running on both servers in a Unity Connection cluster
server pair.
Step 1 In Cisco Unity Connection Serviceability, on the Tools menu, select Service Management.
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Issues Related to User Expectations
Step 2 On the Control Center – Feature Services page, under Optional Services, locate the Connection SpeechView Processor
service.
Step 3 Confirm that the activate status for the Connection SpeechView Processor service is Activated. If the activate status
is Deactivated, select Activate.
Step 4 Confirm that the service status for the Connection SpeechView Processor service is Started. If the service status is
Stopped, select Start.
Step 5 Confirm that the activate status for the Connection SMTP Server service is Activ ated. If the activate status is Deactivated,
select Activate.
Step 6 Confirm that the service status for the Connection SMTP Server service is Started. If the service status is Stopped,
select Start.
Step 7 If using a Unity Connection cluster, repeat Step 5 and Step 6 on the secondary server.
Running SMTP Test to Verify Outgoing and Incoming SMTP Path
The SMTP test is a CLI command that sends a test message to a specified email address. You then access the
email account and reply to the test message without changing the subject line. The test passes when the
response is received by the Unity Connection server. The success or failure of parts of the test help to narrow
down whether the source of the problem is in the outgoing or incoming SMTP configuration.
Step 1 On the Unity Connection server, use the CLI (Command Line Interface) command run cuc smtptest <email address.
Use an email address that is outside of your organization.
For details on using CLI commands, see the applicable Command Line Interface Reference Guide for Cisco
Unified Communications Solutions at
http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.
Note
Step 2 Sign in to the email account that you used in Step 1.
Step 3 If the outgoing message is not received at the email address that you specified in Step 1, do the following sub-steps to
troubleshoot the problem:
a) Verify that the SMTP smart host setting is configured in Cisco Unity Connection Administration. For details, see the
“Task List for Configuring SpeechView” section in the “SpeechView” chapter of the System Administration Guide
for Cisco Unity Connection Release 12.x, available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/administration/guide/b_12xcucsag.html.
b) Verify that Unity Connection can reach the smart host using the CLI command utils network ping <smarthost>.
c) Verify that the smart host is configured to route messages from the Unity Connection server to the outside world.
d) Review the logs on the smart host server.
Step 4 Repeat Step 1 through Step 3 until the test message successfully arrives at the email address you specified in Step 1.
Step 5 Reply to the test message. Do not change the subject line.
Step 6 If the incoming reply message is not received by the CLI test, do the following sub-steps to troubleshoot the problem:
a) Verify that the email address entered in the Incoming SMTP Address field on the Unified Messaging > SpeechView
Transcription > Service page in Cisco Unity Connection Administration is being routed correctly. It must be routed
by your email infrastructure to the “stt-service” account on the Unity Connection server domain.
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Running SMTP Test to Verify Outgoing and Incoming SMTP Path
For example, if the Incoming SMTP Address is “[email protected],” the email system must be configured
b) View the Unity Connection SMTP Server component log files to see if the message reached Unity Connection. The
SMTP logs are located in diag_SMTP_*.uc. If you see “untrusted client Unity Connection refused” messages in the
log files, you need to configure Unity Connection to trust incoming traffic from your email system.
For details on configuring Unity Connection to trust incoming traffic from your email system, see the “Task List for
Configuring SpeechView” section in the “SpeechView” chapter of the System Administration Guide for Cisco Unity
Connection Release 12.x, available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/administration/guide/b_12xcucsag.html.
c) View the log files for your email infrastructure for additional clues.
Step 7 Repeat Step 5 through Step 6 until the test message reply is received.
Step 8 If the test continues to fail, enable traces and contact Cisco TAC. See the Using Diagnostic Traces to Troubleshoot
SpeechView.
Troubleshooting Transcription Notifications
The problem with transcription notifications may be solved by any of the steps in the procedure, which are
arranged in order of likelihood. After each step, retest transcription notifications, and if the problem has not
been resolved, continue on to the next step in the procedure.
Step 1 Confirm that messages are being transcribed by following Step 1. through Step 3. in the Task List for Troubleshooting
SpeechView.
Step 2 Confirm that the Send Transcriptions of Voice Messages setting is enabled for the SMS or SMTP notification device on
the Edit Notification Device page for the user account in Cisco Unity Connection Administration.
Step 3 If the message is a secure message, confirm that the user belongs to a class of service that allows transcriptions of secure
messages to be sent to notification devices.
Step 4 Test to see whether the SMS or SMTP notification device receives non-transcription messages by doing the following
sub-steps:
a) Verify that the device is configured to notify the user for All Voice Messages.
b) Send a voice message to the user.
c) If the device is not receiving any notifications, see the Troubleshooting Notification Devices, on page 155 chapter for
further troubleshooting information.
Step 5 If these steps do not resolve the problem, enable traces and contact Cisco TAC. See the Using Diagnostic Traces to
Troubleshoot SpeechView.
Messages that Cannot be Transcribed
The third-party transcription service may have problems transcribing messages if the recording is inaudible
or if the sender was speaking in a language that is not supported by the transcription service. In these cases,
the service returns a transcription that instructs the user to call Unity Connection to listen to the message.
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Troubleshooting Transcription Notifications
Transcription Not Synchronized on User Phones
If a user does not receive transcription on the mobile device not qualified with Unity Connection, make sure
that the Hold till transcription received option is enabled for the user. To enable the Hold till transcription
received option, navigate to Cisco Personal Communications Assistant > Message Assistant> Personal Options.
However, if the Hold till transcription received option is enabled for a Single Inbox (SIB) user with the
SpeechView transcription service, the synchronization of a new voice message between Unity Connection
and Exchange mailboxes will be done only when Unity Connection receives the transcription of the voice
message from the third-party external service.
Transcription Issue after Upgrade
If SpeechView services are enabled on Unity Connection 11.x or later and you are upgrading Cisco Unity
Connection to 12.x, you may face the SpeechView transcription issues. After upgrade, you must register Unity
Connection with nuance server.
Do the following to resolve the transcription issue for Unity Connection 12.x:
Step 1 In Cisco Unity Connection Administration, expand Unified Messaging and select SpeechView Transcription Service.
In the SpeechView Transcription Service page, uncheck the Enabled check box to disable the SpeechView services.
Step 2 In the SpeechView Transcription Service page, check the Enabled check box.
Step 3 Select Get License Data field to acquire the licenses from Cisco Smart Software Manager (CSSM) or Cisco Smart Software
Manager satellite.
Step 4 Select Register button to register with the external transcription service.
Using Diagnostic Traces to Troubleshoot SpeechView
You can use Unity Connection traces to troubleshoot problems with the SpeechView transcription feature.
Enable the following micro traces to troubleshoot SpeechView problems:
• MTA (level 10, 11, 12, 13)
• SMTP (all levels)
• SttClient (all levels)
• SttService (all levels)
• SysAgent (level 10, 11, 12, 16)
• Notifier (level 16, 21, 25, 30) —if you are troubleshooting problems with delivery to notification devices.
For detailed instructions on enabling and collecting diagnostic traces, see the Using Diagnostic Traces for
Troubleshooting, on page 1 section.
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Transcription Not Synchronized on User Phones
CHAPTER 11
Troubleshooting Networking
• Troubleshooting Networking, on page 87
Troubleshooting Networking
Troubleshooting Intersite Networking Setup
Use the troubleshooting information in this section if you have difficulty creating an intersite link between
two site gateways (regardless of whether you are linking two Cisco Unity Connection sites or a Unity
Connection site and a Cisco Unity site). See the following sections:
“Unable to Contact the Remote Site” Error When Manually Creating an Intersite Link on the Unity
Connection Site Gateway
When you create an intersite link in Cisco Unity Connection Administration using the Link to Cisco Unity
Site or Unity Connection Site by Manually Exchanging Configuration Files option, the site gateway on which
you are creating the link reads the fully-qualified domain name (FQDN) for the remote site gateway from the
configuration file that you upload, and attempts to resolve the FQDN using DNS.
If DNS is not configured on the Unity Connection site gateway, or the remote site gateway that you are linking
to cannot be resolved via DNS, Connection Administration displays the error, “Unable to contact the remote
site”. You may choose to go ahead and create a link to this site, but synchronization with this site does not
begin until communication can be established without errors. Do you wish to continue?” (The use of DNS
name resolution is optional with Unity Connection.)
When you see this error, do the following procedure to continue creating the link and to enable the
synchronization tasks, which are automatically disabled when Unity Connection encounters this error condition.
Manually Creating an Intersite Link When the Remote Site Gateway Cannot Be Resolved Via DNS
Step 1 On the New Intersite Link page, with the error displayed in the Status message, select Link. (If you have navigated away
from the page, expand Networking, expand Links, and select Intersite Links. Then select Add. Select Linkto Cisco Unity
Site or Cisco Unity Connection Site by Manually Exchanging Configuration Files, and select Browse to upload the
Remote Site Configuration File. Configure other settings on the page as applicable, and select Link. Select Link again
when the error is displayed in the Status message.)
Step 2 On the Edit Intersite Link page, change the Hostname value from the FQDN to the IP address of the remote site gateway.
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Step 3 Select Save.
Step 4 Enable the directory synchronization task by doing the following sub-steps:
a) In the Related Links field in the upper right corner of the Edit Intersite Link page, select Remote Site Directory
Synchronization Task, and then select Go.
Alternatively, you can navigate to the task by expanding Tools, selecting Task Management, and selecting
the Synchronize Directory With Remote Network task on the Task Definitions page. To edit the task
schedule, on the Task Definition Basics page, select Edit, and then select Task Schedules.
Tip
b) Check the Enabled check box.
c) Configure the task to run on the desired schedule. (By default, the task runs every 15 minutes.)
d) Select Save.
Step 5 To return to the list of tasks, select Task Definition, and then select Task Definitions.
Step 6 Optionally, enable the voice name synchronization task by doing the following sub-steps:
a) On the Task Definitions page, select Synchronize Voice Names with Remote Network.
b) On the Task Definition Basics page, select Edit, and then select Task Schedules.
c) Check the Enabled check box.
d) Configure the task to run on the desired schedule. (By default, the task runs every 15 minutes.)
e) Select Save.
"Hostname Entered Does Not Match That on The Remote Site Certificate" Error When Manually
Creating an Intersite Link on the Unity Connection Site Gateway
When you create an intersite link in Cisco Unity Connection Administration using the Link to Cisco Unity
Site or Unity Connection Site by Manually Exchanging Configuration Files option, the site gateway on which
you are creating the link reads the fully-qualified domain name (FQDN) for the remote site gateway from the
configuration file that you upload, and, if you check the Use Secure Sockets Layer (SSL) check box, verifies
whether the FQDN matches the servername on the remote site gateway web SSL certificate (the certificate
for browsing to the machine over HTTPS). If the values do not match, Connection Administration displays
the error, "Hostname entered does not match that on the remote site certificate."
When you see this error, you can do the following procedure to repeat the link creation process and to
circumvent the error by checking the Ignore Certificate Errors check box.
Manually Creating an Intersite Link When the Remote Site Gateway Hostname Does Not Match the Name on the Certificate
Step 1 On the New Intersite Link page, select Link to Cisco Unity Site or Cisco Unity Connection Site by Manually
Exchanging Configuration Files, and select Browse to upload the Remote Site Configuration File.
Step 2 For Transfer Protocol, check the Ignore Certificate Errors check box.
Step 3 Configure other settings on the page as applicable, and select Link.
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"Hostname Entered Does Not Match That on The Remote Site Certificate" Error When Manually Creating an Intersite Link on the Unity Connection Site Gateway
"Unable to Link to the Specified Remote Site. Cause: Failed to Assess the Current Network Size"
Error When Creating an Intersite Link on the Unity Connection Site Gateway
When you create an intersite link in Cisco Unity Connection Administration, the Unity Connection site gateway
checks to see if the combined number of users and contacts on the gateway would exceed the actual limit after
the link is created. It also checks if the combined number of system distribution lists on the gateway would
exceed the system distribution list limit.
If the site gateway is unsuccessful at performing these checks, Connection Administration displays the error,
"Unable to Link to the Specified Remote Site. Cause: Failed to Assess the Current Network Size." If you see
this error, you can view the default traces for the Unity Connection Tomcat Application service (trace log
filenames matching the pattern diag_Tomcat_*.uc) and search the file for the term "GetDirectoryCurrentSize."
For detailed instructions on viewing the trace logs, see the Troubleshooting Cisco Unity Connection, on page
1 chapter.
For more information on the directory size limits, see the "Unity Connection Directory Size Limits" section
in the "Overview of Networking " chapter of the Networking Guide for Cisco Unity ConnectionRelease 12.x,
available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/networking/guide/b_12xcucnetx.html
"Failed to Link to This Remote Site as This Specified Location is Already Part of the Network" Error
When Creating an Intersite Link on the Unity Connection Site Gateway
The error "Failed to link to this remote site as this specified location is already part of the network" is displayed
when you attempt to create an intersite link in Connection Administration under any of the following conditions:
• You attempt to create an intersite link from a location to the location itself.
• You attempt to create an intersite link from one location to another location that is a member of the same
Unity Connection site.
• You attempt to create an intersite link from a location on one site to a location on another site, and the
sites are already linked.
If you see this error, check the hostname information or the configuration file that you are using to create the
link. Verify that you are linking to the correct remote site gateway and that a link does not already exist
between sites, then retry the linking process.
Troubleshooting HTTPS Networking Setup
Unable to Link to Network Location. Cause: Location is Already Part of the network.” Error When
Creating an HTTPS Link on Unity Connection”
The error “Unable to link to network location.
Cause: Location is already part of the network” is displayed when you attempt to create an HTTPS link in
Cisco Unity Connection Administration under any of the following conditions:
• You attempt to create an HTTPS link from a location to the location itself.
• You attempt to create an HTTPS link from one location L1 to another location L2, and L1 and L2 are
already linked to each other in HTTPS network.
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"Unable to Link to the Specified Remote Site. Cause: Failed to Assess the Current Network Size" Error When Creating an Intersite Link on the Unity Connection
Site Gateway
• You attempt to create a HTPS link from a location L1 to another location L2, and L2 already exists in
the subtree of the L1.
If you see this error, check the hostname information that you are using to create
the link. Verify that you are linking to the correct location and then retry the linking process.
Unable to Link to Network Location. Cause: Publisher (IP Address/FQDN/Hostname) Entered does
not Match that on Remote Location Certificate
When you create a HTTPS link from Cisco Unity Connection, and, if you check the Use Secure Sockets Layer
(SSL) check box, it verifies whether the entered IPAddress/FQDN/Hostname matches that on the remote
location web SSL certificate (the certificate for browsing to the machine over HTTPS). If the values do not
match, Cisco Unity Connection Administration displays the error, “Hostname entered does not match that on
the remote site certificate.”
When you see this error, you must enter the correct IP/FQDN/Hostname which must matches that on the
remote location web SSL certificate or you can use the following procedure and repeat the link creation process
to circumvent the error by checking the Ignore Certificate Errors check box.
Creating The HTTPS Link When the Remote Site Gateway Hostname Does Not Match the Name on the Certificate
You can also view the default traces for the Connection Tomcat Application service (trace log filenames
matching the pattern diag_Tomcat_*.uc) for further debugging.
Step 1 On the New HTTPS Link page, select Add.
Step 2 For Transfer Protocol, check the Ignore Certificate Errors check box.
Step 3 Configure other settings on the page as applicable, and select Link.
Troubleshooting Directory Synchronization between Two Unity Connections in HTTPS networking
Replication between HTTPS links is accomplished by means of a Feeder service and a Reader service (also
referred to as the FeedReader) running on each location. The Reader service periodically polls the remote
Feeder service for any directory changes since the last poll interval. The Feeder service checks the change
tracking database for directory changes and responds to poll requests with the necessary information. The
Feeder service is implemented as a web site that returns directory information in XML format when it receives
a request from the remote Reader. Because directory information includes names and extensions, it is treated
as confidential, and authentication is required to access the feed. We also recommend that you configure SSL
on each location in order to encrypt the directory information.
The synchronization that occurs within a HTTPS link joined recently can take anywhere from a few minutes
to a few hours depending on the directory size. Later updates are only synchronize changes since the last
cycle, unless you manually request a full resynchronization.
On a Unity Connection location, you can configure the schedule on which the Reader polls the remote Feeder
for directory data, and the schedule on which it polls for recorded names. You can access the schedules in
Cisco Unity Connection Administration on the Tools > Task Management page by selecting either the
Synchronize Directory With Local Network task or the Synchronize Voice Names With Local Network task.
Table 11-1lists some of the tools you can use to collect information about the operation of the Feeder and
Reader applications for HTTPS networking.
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Unable to Link to Network Location. Cause: Publisher (IP Address/FQDN/Hostname) Entered does not Match that on Remote Location Certificate
Troubleshooting Tools for HTTPS Network
Troubleshooting Tool(s)Application
The Networking > Links > HTTPS Links page
displays
statistics about the number of HTTPS links and their
display names. Each link displays the number of
replicated objects and object changes, the time of
last synchronization, and the last time an error
occurred during synchronization.
• Enable FeedReader micro trace levels 00, 01,
02, 03, 10, and 14. See the Using Diagnostic
Traces for Troubleshooting, on page 1 section
for instructions.
Reader
• Enable Feeder micro trace levels 00, 01, 02, and
03. See the Using Diagnostic Traces for
Troubleshooting, on page 1 section for
instructions.
Feeder
If you want to manually start an incremental update of the directory on either location, you can do so using
the Sync button on the Networking > Links > HTTPS Links in Cisco Unity Connection Administration. To
initiate a full resynchronization of the entire directory, use the Resync All button on the same page.
You can also collect Cisco Syslogs for RTMT, which help in analyzing the alerts for HTTP(s) Networking.
The path to access Cisco Syslogs is /var/log/active/syslog/CiscoSyslog.
Troubleshooting HTTPS Networking Cases
Distribution Lists and the Members of the Distribution Lists Not Replicating in HTTPS network
When you create a HTTPS link from Cisco Unity Connection Administration, by default the distribution list
and its membership is not synced across the HTTPS network. If you want to enable the synchronization of
distribution list and its membership info, enable the "Include distribution lists and membership when
synchronizing directory data" check box on the edit page of HTTPS Link.
If this settings is enabled on one location, then it is required to enable this settings on all the locations which
are in HTTPS Network.
When you enable system distribution list synchronization, you cannot disable it after the link is created except
by removing and recreating the HTTPS link.
Note
How to Synchronize Selective Objects from HTTPS link
There are instances when remote objects could not get synced from a linked HTTPS location and administrator
wants to synchronize some specific objects which are reported in the Networking Sync Error Report. There
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Troubleshooting HTTPS Networking Cases
is a CLI available on command prompt "utils cuc networking synchttps link" which can be used to synchronize
these selective objects.
For more information on Networking Sync Error Report generation, see the “Generating and Viewing Reports”
section of the “Using Reports” chapter of the Administration Guide for Cisco Unified Serviceability , Release
12.x, available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/serv_administration/b_12xcucservag.html
Syntax:utils cuc networking synchttps link [usns | objecttypes] link_display_name usns_list [object_types]
Usage 1: utils cuc networking synchttps link usns link_display_name usn_list
Usage 2: utils cuc networking synchttps link objecttypes link_displayname [object_types]
Parameter Description :
[usns] - option - allows to sync specified USN(s) from the given remote link. Both the parameters
link_display_name and usn_list are mandatory.
[objecttypes] - option - allows to sync specified object type(s). Parameter link_displayname is mandatory and
object_type is optional.
link_display_name - mandatory parameter - display name of the https link.
usns_list - mandatory parameter to sync USN(s). Maximum of 10 USNs can be specified at once separated
by comma (,).
[object_types] - optional parameter for [objecttypes] sync. If no object type is specified then CLI sync all the
object types from the specified network link. To synchronization a particular ObjectType such as list or User
provide object type with comma (,) separated.
The valid object types are:
1. user
2. list
3. partition
4. searchspace
5. listmember
6. contact.
If link_display_name contains white space(s), it should be included in double quotes.
Note
Example 1:
To synchronize a list of USN's from a https network link.
This example shows the selective synchronization of usn number:167, 171 from https-link-1.
Steps to perform the Selective synchronization
Generate the “HTTPS Networking Sync Error Report”, for report generation steps see the “Generating and
Viewing Reports” section of the “Using Reports” chapter of the Administration Guide for Cisco Unified
Serviceability , Release 12.x, available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/serv_administration/b_12xcucservag.html
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How to Synchronize Selective Objects from HTTPS link
Get the list of USN's values from the USN column of the generated report.
Get the “link_display_name” from HTTP (Link) column of the generated report.
1. Run the following CLI command
admin:utils cuc networking synchttps link usns https-link-1 167, 171
Example 2:
Synchronize a particular object type from a HTTPS network link.
This example shows the selective synchronization of user object type from link https-link-1.
Steps to perform the Selective sync
Generate the 'HTTPS Networking Sync Error Report', for generation steps see the “Generating and Viewing
Reports” section of the “Using Reports” chapter of the Administration Guide for Cisco Unified Serviceability
, Release 12.x, available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/serv_administration/b_12xcucservag.html
Get the objectType from ObjectType column of the generated report.
Get the "link_display_name" from HTTP(Link) column of the generated report.
Run the following CLI command
admin: utils cuc networking synchttps link objecttypes https-link-1 user
How to Synchronize Selective Objects, Voice Names of a Specific Location in HTTPS Networking
There are instances when remote objects could not get synced from a linked HTTPS node of a particular
location and admin wants to synchronize some specific objects which are reported in the Networking Sync
Error Report. There is a CLI available on command prompt "utils cuc networking synchttps location" which
can be used to synchronize these selective objects.
For more information on Networking Sync Error Report generation, see the “Generating and Viewing Reports”
section of the “Using Reports” chapter of the Administration Guide for Cisco Unified Serviceability , Release
12.x, available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/serv_administration/b_12xcucservag.html
Syntax: utils cuc networking synchttps location [objecttypes | voicename] location_displayname object_alias
Usage 1: utils cuc networking synchttps location objecttypes location_displayname [object_types]
Usage 2: utils cuc networking synchttps location voicename location_displayname object_alias
[objecttypes] - option : allows to sync specified object type(s) for a particular location in http(s) network.
Parameter location_displayname is mandatory and object_types is optional.
[voicename] - option : allows to sync voicename of a particular object using its alias. Both location_displayname
and object_alias are mandatory parameters.
location_displayname - mandatory parameter : display name of location joined in http(s) networking.
object_alias - mandatory parameter to sync voice name : Alias of particular object (user/distibution list/ contact)
whose voicename needs to be synced.
[object_types] - optional parameter for [objecttypes] sync : Comma (,) separated list of object types.
The valid object types are: a) user b) list c) partition d) searchspace e) listmember f) contact.
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How to Synchronize Selective Objects, Voice Names of a Specific Location in HTTPS Networking
If location_displayname or object_alias contains white space(s), it should be included in double quotes.
If we don't specify any object types, then all the objects of the specified location is synced.
Note
Example 1:
Synchronize an object type from a HTTPS location.
This example shows the selective sync of user object type from location https-location-1
Steps to perform the Selective synchronization
Generate the 'HTTPS Networking Sync Error Report', for generation steps see the '“Generating and Viewing
Reports” section of the “Using Reports” chapter of the Administration Guide for Cisco Unified Serviceability,
Release 12.x, available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/serv_administration/b_12xcucservag.html
Get the object type from ObjectType column of the generated report.
Get the "location_displayname" from "Location Display Name" column of the generated report.
Run the following CLI command
admin:utils cuc networking synchttps location objecttypes https-location-1 user.
Example 2:
Synchronize voicename of a user with alias u1 from HTTPS location.
Performing the Selective Synchronization for Voicename
Step 1 Identify the home-location of the user u1.
Search for the user u1 on location https-locatio-l1, and fetch the home location of the user u1. For reference let's name
it as home-location.abc.com.
Step 2 Use the following CLI command on command prompt to fetch the voice name.
admin: utils cuc networking synchttps location voicename home-location.abc.com u1.
How to Swap Extensions in HTTPS Networking
When you create an HTTPS link from Cisco Unity Connection Administration, the users are synchronized
across the HTTPS network. There are instances when user extensions are inter changed at one node and
administrator wants to synchronize the extensions across HTTPS remote nodes.
Use case 1:
1. Create two users on node A, UserA with Extension 1000, UserB with Extension 1001.
2. Perform sync across HTTPS network.
3. Change the extension of UserA to 1002 and UserB with Extension 1000 on local node.
4. Change the extension of User A to 1001.
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Performing the Selective Synchronization for Voicename
5. After performing steps 3 and 4, the extension of UserA and UserB are inter changed.
6. Again, perform sync across HTTPS network.
When the HTTPS sync is performed and UserA try to update the extension to 1001, which is already assigned
to UserB on remote node. The operation to update extension at remote node fails.
However, to inter change extensions across HTTPS network it is recommended to perform following steps:
1. Create two users on node A, UserA with Extension 1000, UserB with Extension 1001.
2. Perform sync across HTTPS network.
3. Change the extension of UserA to 1002 and UserB to 1000 on local node.
4. Perform sync across HTTPS network.
5. Change the extension of User A to 1001.
6. Perform sync across HTTPS network.
7. After performing step 3 to step 6, the extension of UserA and UserB are inter changed across HTTPS
network.
How to Remove Orphan Objects from Unity Connection HTTPS network
Orphan objects: If the replication objects such as users, contacts and distribution list gets removed from the
home location, but it does not get removed from the HTTPS linked location after completion of synchronization
task, then the object is termed as orphan object on the HTTPS linked location.
Administrator can use the following steps to remove the Orphan objects of linked HTTPS location
'HTTPS-Location-2' from location 'HTTPS-Location-1'.
Following are the steps to remove Orphan objects from Unity connection
1. Enable the orphan object removal configuration by running following CLI from command prompt on
location Https-Location-1.
First fetch the object id of the configuration parameter "IsOrphanObjectDeletionEnable" from
tbl_configuration.
admin:run cuc dbquery unitydirdb select objectid, fullname, value from vw_configuration where
fullname='System.LocalNetwork.IsOrphanObjectDeletionEnable'
Using the objectId fetched in step 1.a and execute the following procedure to enable the orphan object removal
configuration.
admin:run cuc dbquery unitydirdb execute procedure csp_configurationmodify(pobjectid='ObjectId',
pvaluebool=1)
1. Perform Re-sync operation on HTTPS-Location-1 using Re-sync All buttons on the Networking > HTTPS
Links > Search HTTPS Links page in Cisco Unity Connection Administration for the HTTPS-Location-2.
2. It is required to disable this configuration once the re-sync operation gets completed. To disable the
configuration use the following command with the same objectId used in 1)a.
admin: run cuc dbquery unitydirdb execute procedure csp_configurationmodify(pobjectid='ObjectId',
pvaluebool=0)
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How to Remove Orphan Objects from Unity Connection HTTPS network
Received RTMT NetworkLoopDetected
If admin receives the RTMT alert NetworkLoopDetected then you can do below steps to rectify this scenario.
1. Configure Network Analyzer Tool for Https network. For more information on network analyzer, see the
http://www.ciscounitytools.com/Applications/General/NetworkAnalyzer/NetworkAnalyzer.html.
2. Analyze the graphical view of the network to find the locations which are creating the loop.
3. Unjoin and join the concerned locations from the network in an appropriate topology to resolve the loop.
Sender Receives NDR When Sending Voice Message to Distribution List
When the membership information of the concerned distribution list has been updated recently and this
membership information has not been replicated to the entire network, the receiving node may send NDR as
it does not have the updated membership info.
Make sure that the updated membership information should be replicated to the entire network before sending
voice-messages to this DL.
Troubleshooting Message Addressing
Message addressing involves the ability to select recipients when creating a new message. Use the
troubleshooting information in this section if users report that they are unable to address messages to recipients
on another voice messaging system.
If a message is successfully created and sent to a remote recipient but is not received by the recipient, see the
Troubleshooting Message Transport.
Users Cannot Address Messages to Remote Users, Contacts, or System Distribution Lists
If Unity Connection users are unable to address messages to remote objects within a Unity Connection site
or on a linked Unity Connection or Cisco Unity site, do the following tasks in the order presented:
1. Check for the presence of the remote object in Unity Connection on the location on which users are
experiencing the problem. This indicates whether the remote object has been replicated. If the object is
not found, see the Troubleshooting Directory Synchronization for further troubleshooting steps.
2. Check the partition and search space configuration. The remote object to which the message is being
addressed must belong to a partition that is a member of the search space configured as the search scope
for the user. See the Checking the Partition and Search Space Configuration for Addressing to Remote
Objects.
3. Turn on the CDE micro trace (level 12 CDL Access). For detailed instructions on enabling the traces and
viewing the trace logs, see the Troubleshooting Cisco Unity Connection, on page 1 chapter.
Checking the Partition and Search Space Configuration for Addressing to Remote Objects
If you have only a single Unity Connection site, when you initially set up the site between locations, users
who are homed on one location are not able to address messages to users at other locations, because the users
on each location are in separate partitions and use search spaces that do not contain the partitions of users on
the other locations. After initial replication completes between the locations, you can reconfigure your search
spaces to include partitions that are homed on other servers, and you can change the search scope of users,
routing rules, call handlers, directory handlers, and VPIM locations to use a search space that is homed on a
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Received RTMT NetworkLoopDetected
remote location. (Note that while both partitions and search spaces are replicated between locations, you
cannot assign users or other objects to a partition that is homed on another location.)
If you have linked one Unity Connection site to another Unity Connection site, partitions and search spaces
are replicated between the sites. However, when you initially set up the link between sites, the users are in
separate partitions and use search spaces that do not contain the partitions of users on the locations in the other
site. After initial replication completes between the sites, you can reconfigure your search spaces to include
partitions that are homed on the remote site, and you can change the search scope of users, routing rules, call
handlers, directory handlers, and VPIM locations to use a search space that is homed on a location in the
remote site.
When you link a Unity Connection site and a Cisco Unity site, a partition is automatically created in the Unity
Connection directory for each Cisco Unity server, and all Cisco Unity users and replicated system distribution
lists that are homed on the server are placed in the partition. However, the partition is not automatically added
to search spaces on the Unity Connection locations. In order for Unity Connection users to have permission
to address messages to Cisco Unity users or replicated distribution lists, you must add the partition to the
search spaces used by those Unity Connection users. Note that the order a partition appears in a search space
is important if users address messages by extension. If, for example, Unity Connection and Cisco Unity users
have overlapping 4-digit extensions and you want Unity Connection users to be able to reach other Unity
Connection users by their 4-digit primary extension and reach Cisco Unity users by a unique 7-digit alternate
extension, make sure that the Cisco Unity partition appears after any Unity Connection partitions that contain
the overlapping 4-digit extensions.
At a minimum, when a Unity Connection user is unable to address to a remote user or other object, you can
do the following procedure to check whether the partition of the remote object is in the search space of the
user that is attempting to address to the object.
Checking Whether the Partition of a Remote Object Belongs to the Search Space of a Cisco Unity Connection User
Step 1 In Cisco Unity Connection Administration on the location on which the Unity Connection user who is having the addressing
problem is homed, browse to the Edit page for the object the user is trying to address to:
• For a remote user, select Users. On the Search Users page, use the Search Limits fields and the search criteria to
find the remote user. Select the user alias of the remote user to display the Edit User Basics page.
• For a remote contact, select Contacts. On the Search Contacts page, use the Search Limits fields and the search
criteria to find the remote contact. Select the alias of the remote contact to display the Edit Contact Basics page.
(Note that contacts are only replicated within a single site.)
• For a remote system distribution list, expand Distribution Lists, then select System Distribution Lists. On the
Search Distribution Lists page, use the Search Limits fields and the search criteria to find the remote system distribution
list. Select the alias of the remote list to display the Edit Distribution List Basics page. (Note that, depending on the
intersite link and distribution list configuration, distribution lists may not be replicated across an intersite link.)
Step 2 On the Edit page for the object, note the value in the Partition field.
Step 3 Note the search space of the Unity Connection user who is having the addressing problem:
a) Select Users.
b) On the Search Users page, use the Search Limits fields and the search criteria to find the user who is having the
addressing problem.
c) Select the alias of the user to display the Edit User Basics page.
d) On the Edit User Basics page, note the value of the Search Scope field.
Step 4 Check the configuration of the search space that you noted in Step 3:
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Checking Whether the Partition of a Remote Object Belongs to the Search Space of a Cisco Unity Connection User
a) Expand Dial Plan, and select Search Spaces.
b) On the Search Search Spaces page, use the Search Limits fields and the search criteria to find the search space that
you noted in Step 3.
c) Select the name of the search space.
d) On the Edit Search Space page, if the partition that you noted in Step 2 is not in the Assigned Partitions list, find it
in the Unassigned Partitions list, select it, and click the up arrow to move it to the Assigned Partitions list. Then click
Save.
If the search space is homed on another location, select the link in the Status message at the top of the page
to edit the search space from the remote location. A new window opens to Connection Administration on
the remote location.
Note
Cisco Unity Users Cannot Address Messages to Unity Connection Users or System Distribution
Lists
If Cisco Unity users are unable to address messages to users on a Unity Connection site to which Cisco Unity
is linked via an intersite link (also known as Unity Connection Networking), do the following tasks in the
order presented:
1. Check for the presence of the Unity Connection user object as a Unity Connection Networking subscriber
in the Cisco Unity Administrator. This indicates whether the Unity Connection user object has been
replicated. If the object is not found, see the Troubleshooting Directory Synchronization for further
troubleshooting steps.
2. If the problem involves addressing by extension, check to see if the Unity Connection user object has an
extension in Cisco Unity, and if so, check whether the extension matches the format that Cisco Unity
users are expecting. See the Troubleshooting Unity Connection User Extension Creation in Cisco Unity.
Troubleshooting Unity Connection User Extension Creation in Cisco Unity
When you link a Unity Connection site and a Cisco Unity site, the Unity Connection user and system distribution
list objects that are created in the Cisco Unity directory belong to the dialing domain that is configured on the
Cisco Unity site gateway. Because the Unity Connection search space and partition design accommodates
overlapping extensions and may include users who have a primary extension and alternate extensions in
different partitions, you must choose how to map Unity Connection extensions to the Cisco Unity Dialing
Domain. To do so, for each Unity Connection location, you specify a single partition that Cisco Unity pulls
extensions from. (In Cisco Unity Connection Administration, you configure the Local Partition That Cisco
Unity Users Can Address to By Extension field on the Edit Location page for the local location.)
When users from a particular Unity Connection location are replicated to Cisco Unity, only extensions
belonging to Local Partition That Cisco Unity Users Can Address to By Extension are replicated to Cisco Unity.
Because extensions within a dialing domain must be unique, the collection of all partitions chosen across the
Unity Connection site should not contain duplicates of any extension. When the collection includes duplicate
extensions, or extensions that already exist in the Cisco Unity site gateway Dialing Domain, one or more
extensions are omitted from the Cisco Unity directory. When this occurs, warnings appear in the Cisco Unity
application event log indicating the owner of each omitted extension. After remedying any conflicts, you may
need to do a manual resynchronization on the Cisco Unity site gateway (by selecting Total Sync on the Network
> Unity Connection Networking Profile page in Cisco Unity Administrator) in order to update the extensions.
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Cisco Unity Users Cannot Address Messages to Unity Connection Users or System Distribution Lists
It is also possible for a Unity Connection user to not have any extensions belonging to the Local Partition
That Cisco Unity Users Can Address To By Extension configured on the server on which the user is homed.
In this case, as in other cases where the Unity Connection user object is created without an extension,
Cisco Unity users are not able to address to the user by extension.
If the problem involves many user extensions on the same Unity Connection location, you may need to change
the partition chosen as the Local Partition That Cisco Unity Users Can Address to By Extension for the
location.
Configuring the Partition that Cisco Unity Users Can Address To for a Cisco Unity Connection Location
Step 1 In Cisco Unity Connection Administration on the Unity Connection location, expand Networking, then select Locations.
Step 2 Expand Local Site and select the display name of the local location (the location on which you are accessing
Connection Administration).
Step 3 Under Local Partition That Cisco Unity Users Can Address To By Extension, for Partition, select the name of the partition
to use and select Save.
Unity Connection Users Cannot Address Messages to Recipients at a VPIM Location
Addressing to a particular recipient at a VPIM location can fail for one of the following reasons:
• Blind addressing is disabled for the VPIM location, and no VPIM contact exists for the recipient. If you
are relying on automatic VPIM contact creation to populate VPIM contacts based on incoming messages,
it is possible that contact creation is not set up properly for this location, or that no messages have been
received from the remote user. Check the settings on the Contact Creation page for the VPIM location
in Cisco Unity Connection Administration.
• A VPIM contact exists, but users are unable to locate it because the extension is incorrect or the contact
name does not match user searches. Check the VPIM contact configuration in Connection Administration.
• Users are attempting to blind address to VPIM recipients, but the DTMF Access ID of the VPIM location
is incorrect or does not match the pattern users are attempting to enter when addressing. Check the value
of the DTMF Access ID setting on the Edit VPIM Location page in Connection Administration, and
confirm that users are aware of the correct value.
• The user search scope does not include the partition of the VPIM contact or VPIM location. If the VPIM
contact partition does not match the partition of the VPIM location to which the contact belongs, the
search results depend on the method used to address the message as well as the partition and search space
configuration. When users address messages to a VPIM mailbox by entering a VPIM location DTMF
Access ID plus a remote user mailbox number, or when voice-recognition users say a name and location
(for example, “John Smith in Seattle”), the action is allowed or denied based on the partition of the VPIM
location. However, when users address to a VPIM contact using spell-by-name or by entering the local
extension of the contact, or when voice-recognition users say the name of a contact without the location
(for example, “John Smith”), the action is allowed or denied based on the partition of the VPIM contact,
regardless of whether the partition of the VPIM location is out of scope for the user. In
Connection Administration, on the Edit User Basics page for the user, check which search space is
configured as the search scope. Then check which partition is configured for the VPIM contact (on the
Edit Contact Basics page) or for the VPIM location (on the Edit VPIM Location page), as applicable.
Finally, check the Edit Search Space page for the user search space to determine whether the partition
appears in the Assigned Partitions list.
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Configuring the Partition that Cisco Unity Users Can Address To for a Cisco Unity Connection Location
Unity Connection Users Cannot Blind Address Messages to a Mailbox at a VPIM Location
Blind addressing allows users to send messages to recipients at the VPIM location even if the recipients are
not defined as contacts in the Unity Connection directory. If blind addressing is not working, confirm that
you have enabled it for an individual VPIM location by checking the Allow Blind Addressing check box on
the VPIM Location page in Cisco Unity Connection Administration. When this check box is checked for a
location, users can address messages to recipients at this location by entering a number that is made up of the
VPIM location DTMF Access ID and the mailbox number of the recipient, or by saying the digits of the
mailbox number and the display name of the VPIM location (for example, “five five at Seattle office”).
Troubleshooting Message Transport
Unity Connection uses SMTP to exchange voice messages with other systems. This includes VPIM messages,
messages between users within a Unity Connection site, messages to users on a different Unity Connection
site or on a Cisco Unity site, and messages sent to Unity Connection by IMAP clients or forwarded by Unity
Connection to the relay address configured on the Message Actions page for a user.
In order for a Unity Connection system to exchange SMTP messages with other voice messaging systems or
Unity Connection locations, the system must either be able to directly access TCP/IP port 25 on the remote
system, or be configured to deliver messages to an SMTP smart host that can relay messages to the system.
When VPIM Networking is in use within a Unity Connection networking site, typically you create each VPIM
location on only one Unity Connection server in the site; the other locations in the site then forward messages
that are addressed to users at the VPIM location to the Unity Connection server that homes the VPIM location
for delivery. In this case, only this Unity Connection server needs SMTP connectivity (either directly or
through a smart host) with the remote messaging system.
When a message is recorded by a Unity Connection user for delivery to a remote system, the message is first
processed by the Message Transfer Agent (MTA). This service formats the message. For example, for a VPIM
message, the MTA formats the To: and From: fields on the message, sets the content-type of the message to
multipart/Voice-Message, and sets other header properties. It then places the message in a pickup folder on
the Unity Connection server. The SMTP service periodically checks the pickup folder for messages, removes
a message from the folder, determines the destination server from the message header, establishes an SMTP
Unity Connection to the correct server, and sends the message. The process is reversed when Unity Connection
receives an incoming message via SMTP—the message is first processed by the SMTP service, then the MTA
service.
Use the troubleshooting information in this section if you are experiencing difficulties with message transport.
Messages Sent from Users on One Unity Connection Location Not Received by Users on Another
Unity Connection Location
In general, messages that are successfully addressed to a remote user using the phone interface should be
delivered as long as SMTP connectivity is established between the locations. A notable exception occurs when
a user replies to all recipients of a received message, and some of those recipients are not in the search scope
of the replying user. In this case, the replying user receives a non-delivery receipt for any recipient who is not
in the search scope.
Messages sent using an IMAP client to a remote user can fail if the profile information for the remote user
(specifically, the SMTP proxy address information of the remote user) has not fully replicated to the Unity
Connection location of the sending user. To diagnose and correct this condition, see the Troubleshooting
Directory Synchronization.
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Unity Connection Users Cannot Blind Address Messages to a Mailbox at a VPIM Location
If the issue does not appear to be related to the partition and search space configuration or directory replication,
you may be able to further diagnose the problem by turning on the Message Tracking Traces macro trace. For
detailed instructions on enabling the traces and viewing the trace logs, see the Using Diagnostic Traces for
Troubleshooting, on page 1 section.
Replies to Messages Sent by Remote Senders Not Delivered
In cases where you have recently added a location to a site or linked sites, it is possible for messages to be
received from remote senders whose user object has not yet replicated to a location. If a user attempts to reply
to a message that was sent by a sender whose user object has not yet replicated, the reply is not delivered, and
the sender receives a non-delivery receipt (NDR). When this happens, the user who attempted the reply can
resend the reply after the user object of the original message sender has replicated, and the reply is successfully
delivered.
Messages Sent from a VPIM Location Not Received by Unity Connection Users
In order for incoming VPIM messages to be received and processed correctly, the following are required:
• SMTP connectivity must be available between the originating voice messaging system and Unity
Connection.
• If messages from the originating voice messaging server are routed through a smart host that is different
from the one that is configured on the System Settings > SMTP Configuration > Smart Host page in
Cisco Unity Connection Administration, the IP address of this smart host must be added to the IP Address
Access List as an allowed Unity Connection. (On the System Settings > SMTP Configuration > Server
page, select Edit > Search IP Address Access List to view or modify the access list.)
• The domain name in the incoming message “From” field must match the Remote VPIM Domain Name
value that is defined for the VPIM location in Connection Administration.
• If a Remote Phone Prefix value is defined for the VPIM location, the mailbox number in the incoming
message “From” field must begin with the prefix digits.
• If a Cisco Unity Connection Phone Prefix is defined for the VPIM location, the mailbox number in the
incoming message “To” field must begin with the prefix digits.
• The Unity Connection users receiving the message must be in a partition that is a member of the search
space that is defined as the search scope of the VPIM location on the receiving server.
• If intersite networking is in use, the VPIM location must be configured on a Unity Connection location
within the Unity Connection site on which the recipient is homed. VPIM locations and contacts are
replicated within a site but are not replicated across intersite links, and site gateways do not relay VPIM
messages to other sites.
You can verify SMTP connectivity and check the format of the “From” and “To” fields by turning on all
levels of SMTP micro traces. (“MAIL FROM” and “RCPT TO” appear in the SMTP trace logs.) In addition,
when you turn on all levels of MTA micro traces, the MTA log contains information about the processing of
the message, including messages describing prefix processing errors. You can use the message ID listed at
the end of the output file path name in the SMTP logs (for example, csUnitySmtp-30-1223425087697), to
locate a message in the MTA log, or search by the recipient address (for example,
trace logs, see the Troubleshooting Cisco Unity Connection, on page 1 chapter.
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Replies to Messages Sent by Remote Senders Not Delivered
Messages Sent from Unity Connection Not Received by Users at a VPIM Location
In order for outgoing VPIM messages to be received and processed correctly, the following are required:
• SMTP connectivity must be available between Unity Connection and the receiving voice messaging
system, either through direct TCP/IP connectivity to port 25, or through an SMTP smart host. (You can
configure the SMTP smart host on the System Settings > SMTP Configuration > Smart Host page in
Cisco Unity Connection Administration.)
• The audio attachment on the VPIM message must be in a format that is playable on the remote system.
If the remote voice messaging system is not Unity Connection or Cisco Unity, you may need to configure
the Outbound Messages setting for the VPIM location in Cisco Unity Connection Administration to use
the G.726 codec to transcode the audio format.
As with incoming VPIM messages, when troubleshooting outgoing messages, we recommend that you start
by turning on all MTA and SMTP micro traces. When examining the logs for outgoing message issues, start
with the MTA log first, then review the SMTP log. For detailed instructions on enabling the traces and viewing
the trace logs, see the Troubleshooting Cisco Unity Connection, on page 1 chapter.
Troubleshooting Directory Synchronization
Use the troubleshooting information in this section if you are experiencing difficulties with directory
synchronization either within a Unity Connection site (intrasite networking) or between sites (intersite
networking).
Troubleshooting Directory Synchronization Within a Unity Connection Site
Within a site, each location uses SMTP to exchange directory synchronization information and messages
directly with every other location. Use the troubleshooting information in this section if you are experiencing
difficulties with directory synchronization within a single Unity Connection site.
Unique Sequence Numbers (USNs) Mismatched Between Locations
The Unity Connection Locations pages in Cisco Unity Connection Administration provide information about
the status of replication between locations. On the Edit Unity Connection Location page for a remote location,
the Last USN Sent, Last USN Received, and Last USN Acknowledged fields indicate the sequence numbers
of replication messages sent to and from the remote location. When two locations are fully synchronized, the
Last USN Sent and Last USN Acknowledged values on the location that is sending replication updates should
equal the Last USN Received on the location that is receiving updates.
During replication, it is normal for the Last USN Acknowledged value to lag behind the Last USN Sent value.
During a push synchronization, the Last USN Sent may display a very large value while the Last USN
Acknowledged shows a much smaller value. This is normal. Monitor the Last USN Acknowledged to make
sure it continues increasing toward the Last USN Sent value. If it does not, see the Manual Directory Replication
is Stalled.
You can also use the Voice Network Map tool in Cisco Unity Connection Serviceability to check replication
status within a site. The tool is particularly useful because it allows you to view replication status for all
locations in the network from one place, so that you can quickly locate replication problems within a site. For
more details, select Help > This Page from within the tool, or see the “Using the Voice Network Map Tool”
chapter of the Administration Guide for Cisco Unity Connection Serviceability Release 12.x at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/serv_administration/b_12xcucservag.html.
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Messages Sent from Unity Connection Not Received by Users at a VPIM Location
Automatic Directory Replication is Stalled
Directory changes on one Unity Connection server are automatically propagated to other locations in the site.
If either the Last USN Acknowledged value that is displayed on the sending location or the Last USN Received
value that is displayed on the receiving location stops incrementing toward the Last USN Sent value that is
displayed on the sending location, replication may be stalled. This can happen when a Unity Connection
location receives an update to an object that depends on another object about which it has not received
information. For example, the addition of a member to a distribution list depends on the presence of a user
record for the member being added. If the location has not received the information about the user record, it
waits for a default of five minutes to see if the directory message containing the user record information arrives
to satisfy the dependency.
In most cases, the problem should resolve itself after the five minute time-out, at which point the receiving
Unity Connection system requests that the record be re-sent. If the problem is not resolved, use the Real-Time
Monitoring Tool (RTMT) or the command line interface (CLI) to check the Application System log to see if
any errors have been reported by the CuReplicator application. For information on using RTMT to view
system logs, see the Cisco Unified Real-Time Monitoring Tool Administration Guide at
http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.
You may also want to turn on Digital Networking macro traces to diagnose a replication issue. For detailed
instructions on enabling intrasite networking replication traces and viewing the trace logs, see the
Troubleshooting Cisco Unity Connection, on page 1 chapter.
Manual Directory Replication is Stalled
When an administrator initiates a manual push or pull of the directory between two Unity Connection locations,
the Push Directory or Pull Directory status displayed on the Networking > Unity Connection Locations page
for the remote location in Cisco Unity Connection Administration may indicate that replication is in progress,
but the Last USN Acknowledged or Last USN Received values on the Edit Unity Connection Location page
may not be changing. If this problem occurs, try stopping the push or pull operation by checking the check
box next to the display name of the remote location on the Unity Connection Locations page and selecting
Stop Push (if the Push Directory status for that location indicates a push is in progress) or Stop Pull (if the
Pull Directory status for that location indicates a pull is in progress). You can then restart the manual replication.
Push and Pull Status Mismatched Between Locations
When an administrator initiates a manual push or pull of the directory between two Unity Connection locations,
the Push Directory status displayed on the Networking > Links > Intrasite Links page in Cisco Unity Connection
Administration on the sending location should match the Pull Directory status displayed in
Connection Administration on the receiving location (for example, both should display In Progress during
replication).
If the status does not match, wait at least five minutes. If it still does not match, you may be able to correct
the mismatch by doing the following procedure.
Resynchronizing Push and Pull Status Between Locations
Step 1 In Cisco Unity Connection Administration on the location that displays Idle status for the push or pull, check the check
box next to the display name of the mismatched location, and select Push Directory To or Pull Directory From to start
the operation that should display In Progress.
For example, if location one shows a push is in progress and location two shows a pull is idle, on location two, check the
check box next to the location one display name and select Pull Directory From.
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Automatic Directory Replication is Stalled
Step 2 When the operation status displays as In Progress, wait a minute, then recheck the check box for the remote location and
stop the operation by selecting either Stop Push or Stop Pull, as applicable.
Troubleshooting Directory Synchronization Between Two Unity Connection Sites
Replication between sites is accomplished by means of a Feeder service and a Reader service (also referred
to as the FeedReader) running on each site gateway. The Reader service periodically polls the remote site
gateway for any directory changes since the last poll interval. The Feeder service checks the change tracking
database for directory changes and responds to poll requests with the necessary information. The Feeder
service is implemented as a web site that returns directory information in XML format when it receives a
request from the remote Reader. Because directory information includes names and extensions, it is treated
as confidential, and authentication is required to access the feed. We also recommend that you configure SSL
on each site gateway in order to encrypt the directory information.
The synchronization that occurs after two sites are first joined can take anywhere from a few minutes to a few
hours depending on the directory size. Later updates only synchronize changes since the last cycle, unless
you manually request a full re-synchronization.
On a Unity Connection site gateway, you can configure the schedule on which the Reader polls the remote
Feeder for directory data, and the schedule on which it polls for recorded names. You can access the schedules
in Cisco Unity Connection Administration on the Tools > Task Management page by selecting either the
Synchronize Directory With Remote Network task or the Synchronize Voice Names With Remote Network
task.
Table 4: Troubleshooting Tools for Intersite Replication Between Unity Connection Sites lists some of the
tools you can use to collect information about the operation of the Feeder and Reader applications for intersite
networking.
Table 4: Troubleshooting Tools for Intersite Replication Between Unity Connection Sites
Troubleshooting Tool(s)ApplicationNetworking
• The Networking > Links >
Intersite Links > Edit Intersite
Link page displays statistics
about the number of replicated
objects and object changes, the
time of last synchronization,
and the last time an error
occurred during
synchronization.
• Enable FeedReader micro
trace levels 00, 01, 02, 03, 10,
and 14. See the Using
Diagnostic Traces for
Troubleshooting, on page 1
section for instructions.
ReaderHTTPS
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Troubleshooting Tool(s)ApplicationNetworking
• Enable Feeder micro trace
levels 00, 01, 02, and 03. See
the Using Diagnostic Traces
for Troubleshooting, on page
1 section for instructions.
Feeder
• Enable all levels of
CuReplicator.
CuReplicatorDigital Networking
• Enable all levels of SMTP.SMTP
If you want to manually start an incremental update of the directory on either site, you can do so using the
Sync button on the Networking > Links > Intersite Links page in Cisco Unity Connection Administration on
the Unity Connection site gateway. To initiate a full resynchronization of the entire directory, use the Resync
All button on the same page.
Troubleshooting Directory Synchronization Between a Unity Connection Site and a Cisco Unity
Site
Replication between sites is accomplished by means of a Feeder service and a Reader service running on each
site gateway. The Reader service periodically polls the remote site gateway for any directory changes since
the last poll interval. The Feeder service checks the change tracking database for directory changes and
responds to poll requests with the necessary information. The Feeder service is implemented as a web site
that returns directory information in XML format when it receives a request from the remote Reader. Because
directory information includes names and extensions, it is treated as confidential, and authentication is required
to access the feed. We also recommend that you configure SSL on each site gateway in order to encrypt the
directory information.
The synchronization that occurs after two sites are first joined can take anywhere from a few minutes to a few
hours depending on the directory size. Later updates only synchronize changes since the last cycle, unless
you manually request a full resynchronization.
On the Unity Connection site gateway, you can configure the schedule on which the Reader (also referred to
as the FeedReader in Unity Connection) polls the remote Feeder for directory data, and the schedule on which
it polls for recorded names. In Cisco Unity Connection Administration on the site gateway, you can access
the schedules on the Tools > Task Management page by selecting either the Synchronize Directory With
Remote Network task or the Synchronize Voice Names With Remote Network task.
On the Cisco Unity site gateway, you can enable or disable synchronization of recorded names, and configure
the interval at which the Reader polls the Unity Connection Feeder for directory updates and recorded names.
In the Cisco Unity Administrator on the site gateway, you can access both settings (Synchronize Voice Names
and Feeder Interval) on the Networking > Unity Connection Networking page. Note that unlike the Unity
Connection Reader, which has separate configurable schedules for polling directory data and recorded names,
the Cisco Unity Reader polls for both (if recorded name synchronization is enabled) during each cycle.
Table 5: Troubleshooting Tools for Intersite Replication Between Cisco Unity Connection and Cisco Unity
lists the tools and details you can use to collect information about the operation of the Feeder and Reader
applications for both Cisco Unity Connection and Cisco Unity.
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Troubleshooting Directory Synchronization Between a Unity Connection Site and a Cisco Unity Site
Table 5: Troubleshooting Tools for Intersite Replication Between Cisco Unity Connection and Cisco Unity
Troubleshooting Tool(s)Application
• The Networking > Links > Intersite Links > Edit
Intersite Link page displays statistics about the
number of replicated objects and object changes,
the time of last synchronization, and the last time
an error occurred during synchronization.
• Enable FeedReader micro trace levels 00, 01,
02, 03, 10, and 14. See the Troubleshooting
Cisco Unity Connection, on page 1 chapter for
instructions.
Connection Reader
• Enable Feeder micro trace levels 00, 01, 02, and
03. See the Troubleshooting Cisco Unity
Connection, on page 1 chapter for instructions.
Connection Feeder
• The Networking > Unity Connection Networking
page in the Cisco Unity Administrator on the site
gateway displays statistics about the number of
replicated objects and object changes, the time
of last synchronization, and the last time an error
occurred during synchronization.
• The Cisco Unity Reader logs operational and
error messages to the Windows Application
Event Log.
• For additional troubleshooting information, use
the Cisco Unity Diagnostic Tool to configure the
CuDirReader micro traces (all levels except level
2). Note that there are several threads involved
in reading objects from Unity Connection and
writing them to SQL and to Active Directory.
To follow an object through the log file, search
by its Unique Sequence Number (USN), the ID
of the object, or the alias. For instructions, see
the Troubleshooting Cisco Unity Connection, on
page 1 chapter.
The log file may grow very large if you have
Reader traces turned on while the initial
synchronization or a full resynchronization is in
progress between sites.
Cisco Unity Reader
• Use the Cisco Unity Diagnostic Tool to configure
the CuFeeder micro traces. The trace logs can
be found in diag_w3wp. For instructions, see the
Troubleshooting Cisco Unity Connection, on
page 1 chapter.
Cisco Unity Feeder
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Troubleshooting Directory Synchronization Between a Unity Connection Site and a Cisco Unity Site
If you want to manually start an incremental update of the directory on either site, you can do so using the
Sync button on the Networking > Links > Intersite Links page in Cisco Unity Connection Administration on
the Unity Connection site gateway or using the Sync Now button on the Network > Unity Connection
Networking page in the Cisco Unity Administrator on the Cisco Unity site gateway. To initiate a full
resynchronization of the entire directory, use the Resync All button on the Networking > Links > Intersite
Links page in Cisco Unity Connection Administration on the Unity Connection site gateway or the Total Sync
button on the Network > Unity Connection Networking page in the Cisco Unity Administrator on the
Cisco Unity site gateway.
Cross-Server Sign-In and Transfers
When a Unity Connection servers is networked with other Unity Connection or Cisco Unity locations,
cross-server features can be configured such that:
• Calls are transferred to users who are not associated with the local server, according to the call transfer
and screening settings of the user who is receiving the transfer. (This includes calls that are transferred
from the automated attendant or the corporate directory, and live reply calls that are transferred when a
user listens to a message and chooses to reply by calling the sender.) This functionality is referred to as
a cross-server transfer.
• When calling from outside the organization to sign in, users—no matter which is their home server—can
call the same number and are transferred to the applicable home server to sign in. This functionality is
referred to as a cross-server sign-in.
Use the troubleshooting information in this section if you are experiencing difficulties with cross-server sign-in
or transfers.
Users Hear the Opening Greeting Instead of PIN Prompt When Attempting to Sign-In
If a user attempts a cross-server sign-in and hears the opening greeting, the problem may be caused by one
of the following:
• The originating location is not configured for cross-server sign-in hand-offs to the destination location.
In Cisco Unity Connection Administration on the originating location, confirm that the Allow Cross-Server
Sign-In to this Remote Location check box is checked on the Edit Unity Connection Location page for
the destination location.
• The user is not found in the search scope on the originating location. Unity Connection uses the search
scope of the call when it reaches the Attempt Sign-In conversation to identify which user is trying to
sign in. In Cisco Unity Connection Administration on the originating location, check the direct call
routing rules to determine which search space is set by the rule that sends calls to the Attempt Sign-In
conversation. If the partitions that contain remote users are not a part of this search space, cross-server
sign-in does not work, even if it is enabled.
Users Hear a Prompt Indicating that their Home Server Cannot be Reached During Cross-Server
Sign-In
When a cross-server sign-in hand-off fails to complete successfully, users hear a prompt indicating that their
home server cannot be reached at this time. This may happen for one of the following reasons:
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Cross-Server Sign-In and Transfers
• The destination location is not configured to accept cross-server hand-offs. In Cisco Unity Connection
Administration on the destination location, confirm that the Respond to Cross-Server Handoff Requests
check box is checked on the System Settings > Advanced > Conversations page.
• The Cross-Server Dial String that is defined for the destination location on the originating location is
incorrect, or the originating location is unable to place a call to this string using the phone system
integration that is used to dial out. In Connection Administration on the originating location, check the
Cross-Server Dial String value on the Edit Unity Connection Location page.
• No ports are available to dial out on the originating location or to answer the call on the destination
location. You can use the Unity Connection Port Usage Analyzer to help determine if port usage is
becoming a problem for cross-server transfers.
User ID and PIN Not Accepted During Cross-Server Sign-In
If a user attempts a cross-server sign-in and the call appears to be handed off correctly to the destination
location but the user cannot sign in, the most likely cause is that the user is not found in the search scope on
the destination location, or another user with an overlapping extension is found first in the search scope.
Unity Connection uses the search scope of the call when it reaches the Attempt Sign-In conversation to identify
which user is trying to sign in, both on the originating and destination locations. In general, we recommend
that the same search scope be used by the routing rules that handle cross-server sign-in on both the originating
and destination locations. If necessary, you can add a routing rule on the destination location that specifically
handles cross-server calls (for example, based on the calling number matching the extension of a port at the
originating location).
To determine which search space is in use as the search scope during the call, turn on the CDE micro trace
(level 4 Search Space). For detailed instructions on enabling the traces and viewing the trace logs, see the
Troubleshooting Cisco Unity Connection, on page 1 chapter.
For information on configuring call routing rules and managing partitions and search spaces, see the “Dial
Plan” section of the “Call Management” chapter of the System Administration Guide for Cisco Unity
Connection Release 12.x, available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/administration/guide/b_12xcucsag.html.
Callers Prompted to Leave a Message Instead of Being Transferred to the Remote User
If callers are prompted to leave a message for a user at the destination location even though the active transfer
rule for that user is configured to transfer calls to an extension, this is may be a sign that the cross-server
transfer hand-off has failed. This can happen for one of the following reasons:
• The originating location is not configured to perform cross-server transfers to the destination location.
In Cisco Unity Connection Administration on the originating location, confirm that the Allow Cross-Server
Transfer to this Remote Location check box is checked on the Edit Unity Connection Location page for
the destination location.
• The destination location is not configured to accept cross-server hand-offs. In Connection Administration
on the destination location, confirm that the Respond to Cross-Server Handoff Requests check box is
checked on the System Settings > Advanced > Conversations page.
• The Cross-Server Dial String that is defined for the destination location on the originating location is
incorrect, or the originating location is unable to place a call to this string using the phone system
integration that is used to dial out. In Connection Administration on the originating location, check the
Cross-Server Dial String value on the Edit Unity Connection Location page.
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User ID and PIN Not Accepted During Cross-Server Sign-In
• No ports are available to dial out on the originating location or to answer the call on the destination
location. You can use the Unity Connection Port Usage Analyzer to help determine if port usage is
becoming a problem for cross-server transfers. You can download the tool and view the Port Usage
Analyzer Help at
http://www.ciscounitytools.com/Applications/CxN/PortUsageAnalyzer/PortUsageAnalyzer.html.
Note that if the currently active transfer extension for the user is configured to perform a supervised transfer
to an extension that is busy, callers are transferred to voicemail to leave a message when the If Extension Is
Busy field is configured to do so, even if the cross-server transfer was successful.
Callers Transferred to the Wrong User at the Destination Location
If a caller attempts a cross-server transfer and the call appears to be handed off correctly to the destination
location but the caller reaches the wrong user at the destination, the most likely cause is that another user with
an overlapping extension is found first in the search scope when the call is passed to the destination.
To determine which search space is in use as the search scope during the call, turn on the CDE micro trace
(level 4 Search Space). For detailed instructions on enabling the traces and viewing the trace logs, see the
Troubleshooting Cisco Unity Connection, on page 1 chapter.
Callers Hear a Prompt Indicating that Call Cannot be Completed When Attempting to Transfer to
a Remote User
If a caller attempts a cross-server transfer and the call appears to be handed off correctly to the destination
location, but the caller hears a prompt indicating that the call cannot be completed and Unity Connection
hangs up, the most likely cause is that the remote user is not found in the search scope when the call is passed
to the destination.
To determine which search space is in use as the search scope during the call, turn on the CDE micro trace
(level 4 Search Space). For detailed instructions on enabling the traces and viewing the trace logs, see the
Troubleshooting Cisco Unity Connection, on page 1 chapter.
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Callers Transferred to the Wrong User at the Destination Location
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Callers Hear a Prompt Indicating that Call Cannot be Completed When Attempting to Transfer to a Remote User
CHAPTER 12
Troubleshooting Cisco Unity Connection SRSV
• Troubleshooting Cisco Unity Connection SRSV, on page 111
Troubleshooting Cisco Unity Connection SRSV
Error Message Appears When Testing the Connectivity of Unity Connection
with Branch
You may receive the following error messages on the Edit Branch page of Cisco Unity Connection
Administration when you test the connectivity of Unity Connection with the branch:
• “Authentication failed. Incorrect Username and Password”: If you receive the “Authentication failed.
Incorrect Username and Password.” error message on the Edit Branch page when you test the connectivity
of the central Unity Connection server with the branch, make sure that the username and password of
the branch entered on the Edit Branch page are correct.
• “Branch is unreachable”: If you receive the “Branch is unreachable” error message on the Edit Branch
page when you test the connectivity of the central Unity Connection server with the branch, make sure
that the PAT port number specified on the Edit Branch page is correct.
• “Server Address is Invalid”: If you receive the “Server Address is Invalid” error on the Edit Branch page,
make sure that the FQDN/IP address of the branch entered on the Edit Branch page is correct. In case
DNS is configured, make sure that the IP address of the branch is added to it.
Certificate Mismatch Error Message for Appears on the Central Unity
Connection Server
If you are getting the “Unable to start provisioning.” error on the Edit Branch page of Connection Administration
page, make sure that the hostname of the branch mentioned in the certificate installed on the central Unity
Connection server is correct.
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Unable to login to Cisco Unity Connection SRSV Administration
Connection SRSV Administration gets locked if you enter incorrect administrator username and password of
the branch three times on the Edit Branch page of Connection Administration. To unlock the Connection
SRSV Administration interface, you need to reset the administrator credentials for the branch using the
utilsreset_application_ui_administrator_password CLI command. For more information on this command,
see the “Utils Commands” chapter of the Command Line Interface Reference Guide for Cisco Unified
Communications Solutions, Release 12.0(1) at
https://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-maintenance-guides-list.html.
Branch User is Unable to Login through Telephony User Interface (TUI)
If a branch user is unable to login through the TUI, check the following:
• Make sure that the PIN entered on the central Unity Connection server is synchronized with the branch
through provisioning.
• If the branch user is logging in for the first time through the TUI, make sure that the user has set the PIN
at the central Unity Connection server and provisioning is done successfully.
Status of Provisioning Remains In Progress for a Long Time
If the status of provisioning on Connection Administration remains “In Progress” for a long time, consider
the following:
• Check the network connectivity of the central Unity Connection server with the branch.
• Check whether the central Unity Connection server details are entered correctly on the branch.
• Check whether the Unity Connection Branch Sync Service is active on both central Unity Connection
server and branch. For more information on the services required for Connection SRSV, see the “Managing
Cisco Unity Connection Services” chapter of the Cisco Unified Serviceability Administration Guide,
Release 12.x at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/serv_administration/b_12xcucservag.html.
• Check whether the REST services are active on central Unity Connection server and branch.
Provisioning from the Central Unity Connection Server to Branch Not Working
If the provisioning of the users from the central Unity Connection server to the branch does not work, make
sure that the license status at central Unity Connection server is not “Expire”. If the license status at central
Unity Connection server is “Expire”, you need to install the required licenses for the central Unity Connection
server to make the license status as “Compliance” and start provisioning. For more information on licensing
requirements, see the “Managing Licenses” chapter of the Install, Upgrade, and Maintenance Guide for
Cisco Unity Connection, Release 12.x, available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/install_upgrade/guide/b_12xcuciumg.html.
Status of Provisioning is Partial Success
If the status of the provisioning on the Branch Sync Results page is “Partial Success”, consider the following:
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Unable to login to Cisco Unity Connection SRSV Administration
• Make sure that the name of an administrator on the branch is not same as the name of a subscriber on
the central Unity Connection server associated with the branch.
• Make sure that the extension of a call handler at the branch is not used as the extension of a branch user
at the central Unity Connection server.
• Make sure that the deleted user on the central Unity Connection server is not used on the branch. For
example, if a branch user on Unity Connection is used as operator on Connection SRSV, make sure to
change the operator at branch before deleting the user at central Unity Connection server.
• Make sure that the deleted distribution list on the central Unity Connection server is not used on the
branch. For example, if a distribution list is used in a call handler template on the branch, make sure to
change the distribution list in the template before deleting the distribution list.
Provisioning/Voicemail Upload Remains in Scheduled state for a Long Time
If the provisioning of the users or voicemail upload remains in the Scheduled state for a long time, make sure
that the Unity Connection Branch Sync Service is active on the central Unity Connection server.
Unable to Reach a Branch User through Telephony User Interface (TUI)
If you are not able to reach a branch user through TUI, make sure that the associated partition is added in the
Search Space of the central Unity Connection server.
Unable to Send a Voice Message to a Branch User During WAN Outage
If you are unable to send a voice message to a branch user during WAN outage, make sure that Visual
VoiceMail (VVM) is not installed on your phone. For more information, contact your phone service provider.
Error Messages Appear on the Branch Sync Results Page
If the username and password of the branch is not entered correctly on the Edit Branch page, the provisioning
of the users and the voicemail upload does not work and you receive the following error messages or status
in the Description field of the Branch Sync Results page of Cisco Unity Connection Administration:
• Unable to start Provisioning of the branch:: Message = Authentication failed.
• Unable to fetch voice mail summary of the branch:: Message = Authentication failed.
If you receive the “Unable to start provisioning of the branch:: Message=Central Server is not Configured on
CUCE” error message on the Branch Sync Results page of Cisco Unity Connection Administration when you
start provisioning of the branch, enter the correct FQDN/ IP address of the central Unity Connection server
on Cisco Unity Connection SRSV Administration to resolve the problem.
Logs are Not Created or SRSV feature Not Working Properly
If the logs for the branch are not generated or the SRSV feature is not working properly, you may restart the
Unity Connection Branch Sync Service and the REST APIs on both the branch and Unity Connection sites
to resolve this issue.
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Provisioning/Voicemail Upload Remains in Scheduled state for a Long Time
Unable to Perform Backup/Restore Operation on the Branch
If you are unable to perform the backup/restore operation on the branch, make sure that the backup server is
configured correctly on the branch.
Central Unity Connection Server Moves to Violation State
If the central Unity Connection server moves to the Violation state, make sure that the number of licenses for
the Unity Connection features, such as SpeechView and Connection SRSV, does not exceed its maximum
limit. For more information on licensing, see the “Managing Licenses” chapter of the Install, Upgrade, and
Maintenance Guide for Cisco Unity Connection, Release 12.x, available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/install_upgrade/guide/b_12xcuciumg.html.
Non-Delivery Receipts (NDR) on the Central Unity Connection Server
If you are getting NDR on the central Unity Connection server but the same email is delivered on the branch,
check the NDR code and take action accordingly. For example, if user A sends email to user B from the
branch, the email gets successfully delivered to user B on the branch. However, on the central Unity Connection
server, user A receives “4.2.2” NDR code stating that the mailbox quota of user B has exceeded its maximum
limit. In this case, user B needs to take appropriate action, such as delete existing emails or get the mailbax
quota increased to receive further emails. For more information on NDR codes, refer to the Troubleshooting
Non-Delivery Receipts, on page 79 chapter of this guide.
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Unable to Perform Backup/Restore Operation on the Branch
CHAPTER 13
Troubleshooting Video Messaging
• Troubleshooting Video Messaging, on page 115
Troubleshooting Video Messaging
Error Message Appears When You Test the Connectivity of Video Services
You may receive the following error messages on the Edit Video Service page of Cisco Unity Connection
Administration when you test the connectivity of Unity Connection with the video server:
• “Video Server cannot be contacted by pinging.”
If you receive the “Video Server cannot be contacted by pinging.” error message on the Tasks Execution
Results page while testing connectivity of Unity Connection with the video server, make sure:
• The DNS server is up and running.
• The FQDN, IP address, or hostname of the video server entered on the Edit Video Service page is correct.
If the DNS server is not available, make sure that you enter only the IP address
in the Video Server Field and the Allow Self Signed Certificate for Video Servers
check box is checked.
Note
• The state of video server is active and running.
• The system firewall is not blocking ICMP protocol.
• “Video server is not responding on the port <port number>.”:
If you receive the “Video server is not responding on the port <port number>.” error message on the Tasks
Execution Results page when you test the connectivity of the Unity Connection with video server, make sure
that the port number entered on the Edit Video Service page is correct.
• “Username or password is incorrect.”:
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If you receive the “Username or password is incorrect.” error message on the Tasks Execution Results page
when you test the connectivity of the Unity Connection with video server, make sure that the username and
password of video server entered on the Edit Video Service page are correct.
• “Failure in validating the video server certificates.”:
If you receive the “Failure in validating the video server certificates.” error message on the Tasks Execution
Results page when you test the connectivity of the Unity Connection with video server, make sure:
• The DNS server is up and running.
• The valid video server certificates are uploaded on Unity Connection. If the valid video server certificates
are not uploaded, make sure that the third-party video server certificates are uploaded and the Allow Self
Signed Certificate for Video Server check box is not checked on the New Video Service page.
If the DNS server is not available, make sure that you enter only the IP address
in the Video Server field and the Allow Self Signed Certificate for Video Server
check box is checked.
Note
Error Message Appears When You Test the Connectivity of Video Service
Account with Video Services
You may receive the following error messages on the Video Service Accounts Status page of Cisco Unity
Connection Administration when you test the connectivity of the video service account (of a user) with video
services:
• “The Enable Video settings are disabled for this user in the Edit Class of Service page.”
If you receive the “The Enable Video settings are disabled for this user in the Edit Class of Service page.”
error message on the Tasks Execution Results page when you test the configuration of video service account
with video services, make sure that you have selected the Enable Video settings in the Edit Class of Service
page for that user.
• “Video service is disabled.”
If you receive the “Video service is disabled.” error message on the Tasks Execution Results page when you
test the configuration of the video service account with video services, make sure that you have selected the
Enabled option in the Edit Video Service page.
• You may receive the same error messages that appeared when testing the connectivity of Unity Connection
with video server. For more information on error messages, see Error Message Appears When You Test
the Connectivity of Video Services.
Unable to Establish Video Call through Telephone User Interface (TUI)
If a user login via direct sign-in using telephone user interface and is unable to establish a video call, check
the following:
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Error Message Appears When You Test the Connectivity of Video Service Account with Video Services
• The DNS server is up and running. If the DNS server is not available, make sure that you enter only the
IP address in the Video Server field and the Allow Self Signed Certificate for Video Server check box
is checked.
• Make sure that the Cisco Camera and Video Capabilities options are enabled for the device in Cisco
Unified Communications Manager.
• Make sure that the state of video server is up and running using the Test button on the Edit Video Service
page.
• Make sure that you have restarted the Connection Conversation Manager service after updating the video
service.
• Check the connectivity of video service account (of a user) with video server.
• Check whether the Map Video Service option is enabled in video service account for the user.
• Check whether the H.264 video format (or codec) is advertised for integrating with video endpoint.
• Make sure that you integrate Unity Connection with Cisco Unified Communications Manager over SIP.
• Make sure that the root certificate of video server is uploaded in Tomcat-trust of Unity Connection.
• Make sure that each server in a Unity Connection cluster does not exceed the maximum of 25 concurrent
video calls.
Unable to record Video greeting or message through Telephone User Interface
(TUI)
If a user is unable to record video greetings or messages using telephone user interface, check whether the
state of video server using the Test button on the Edit Video Service page.
Unable to playback Video greeting through Telephone User Interface (TUI)
If a user login via direct sign-in using telephone user interface and is unable to playback video greetings,
consider the following:
• Check whether the state of video server is active and running using the Test button on the Edit Video
Service page.
• Check whether the My Personal Recording option is enabled for video greetings in the Callers See section
for the user.
• If the video file on video server is corrupted, re-record the video greeting. A video file is considered
corrupted when the video greeting gets downgraded to audio during playback.
• If the response time from DNS is slow, the playback of two subsequent video greetings is delayed.
Unable to Play Video Greetings When Received Unanswered Call
In case of an unanswered call (“ring-no-answer”), if the called user is unable to play video greeting to the
calling user, check the following:
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Unable to record Video greeting or message through Telephone User Interface (TUI)
• Whether the state of video server is active and running using the Test button on the Edit Video Service
page.
• Check whether the video service account is created for a user.
• Check the connectivity of video service account (of a user) with video server.
• Check whether the My Personal Recording option is enabled for video greetings in the Callers See section
for the user.
• Check whether the Outside Caller option is enabled in the Edit Class of Service page for the called user
if the calling user is an unidentified caller.
Video Call Downgrades to Audio while Recording/Playing Video Message
If the video call downgrades to audio with the“video services are not available, using audio for the duration
of call” prompt while playing or recording the video message, check the following:
• Whether the state of video server is active and running using the Test button on the Edit Video Service
page.
• Check the error codes sent by the video server.
Video Playback Hangs in Between
If the video recording hangs while playback, do the following:
• Press # button on TUI to end the playback and continue with the call.
• Check the conversation logs to diagnose the issue.
Troubleshooting Video Quality of Video Greetings and Messages
If the video quality is poor during the playback of video greeting or video message, check the following:
• Check and reduce the KeyFrame Requests interval mentioned in the Interval in Seconds for sending
KeyFrameRequests to End Point during r ecordingoption. To do this, login to Cisco Unity Connection
Administration, navigate to Advanced > Telephony and select Interval in Seconds for sending
KeyFrame Requests to End Point during recording.
• Check and update the value of the session bit rate for video calls in the Maximum Session Bit Rate for
Video Calls in Cisco Unified Communications Manager option depending on the video resolution
settings the administrator have selected in Cisco Unity Connection Administration. To check and update
the session bit rate, login to Cisco Unified Communications Manager, navigate to System > Region
Information > Region, and update the value of Maximum Session Bit Rate for Video Calls field. To
configure video resolution, login to Unity Connection Administration, navigate to Port Group > Port
Group Basics > Change Advertising and update the value in the Video Resolution field.
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Video Call Downgrades to Audio while Recording/Playing Video Message
Error Codes Send by Cisco MediaSense
Unity Connection integrates with Cisco MediaSense video server. You may receive the following error codes
at RTMT tool from Cisco MediaSense.
Error Codes Received by Cisco MediaSense
Applicable toDescriptionError Code
At the time:
• Establishing a video call
• Recording a video greeting
• Playback of video greeting.
If there is no response or error in
HTTP response from Cisco
MediaSense.
E_MIU_MS_CONNECTOR_FALIURE
At the time of establishing a video
call using telephone user interface.
Username or password is incorrectE_MIU_MS_AUTHENTICATION_FAILURE
At the time of establishing a video
call using telephone user interface.
If the redirect IP address or
hostname is missing in the
response, Cisco MediaSense sends
response 3000.
E_MIU_MS_REDIRECT_FAIL
During playback of video greetingsIf the requested session ID is not
available at Cisco Media Sense.
E_MIU_MS_SESSION_ID_NOT_FOUND
At the time of establishing a video
call
If the unknown server error is
occurred, Cisco MediaSense sends
response 5000.
E_MIU_MS_INTERNAL_FAILURE
At the time of establishing a video
call
If any request to Cisco MediaSense
fails.
E_MIU_MS_ERROR_UNKNOWN
At the time of establishing a video
call
If there is no response code or the
response code field is completely
missing in the response from Cisco
MediaSense.
E_MIU_MS_RESPONSE_CODE_UNKNOWN
For troubleshooting the scenarios received at the time of establishing a video call, see the Unable to Establish
Video Call through Telephone User Interface (TUI).
For more information on the error codes received from Cisco MediaSense, see the Cisco MediaSense Developer
Guide.
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Error Codes Send by Cisco MediaSense
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Error Codes Send by Cisco MediaSense
CHAPTER 14
Troubleshooting the Phone System Integration
• Troubleshooting the Phone System Integration, on page 121
Troubleshooting the Phone System Integration
Diagnostic Tools
There are diagnostic tools available to help you troubleshoot phone system integrations. For more information,
see the sections below.
Configuring Unity Connection for the Remote Port Status Monitor
You can use the Remote Port Status Monitor for viewing the real-time activity of each voice messaging port
on Cisco Unity Connection. This information assists you in troubleshooting conversation flow and other
problems.
After installing the Remote Port Status Monitor on your workstation, do the following procedure to configure
Unity Connection.
For detailed information on using the Remote Port Status Monitor, see the training and Help information
available at
http://www.ciscounitytools.com/Applications/CxN/PortStatusMonitorCUC7x/PortStatusMonitorCUC7x.html.
Note
Configuring Unity Connection for the Remote Port Status Monitor
Step 1 In Cisco Unity Connection Administration, expand System Settings> Advanced > and select > Conversations. On
the Conversation Configuration page, check the Enable Remote Port Status Monitor Output check box.
Step 2 In the IP Addresses Allowed to Connect for Remote Port Status Monitor Output field, enter the IP addresses of your
workstations and select Save.
You can enter up to 70 IP addresses. Each IP address must be separated from the following IP address by a
comma.
Note
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Using the Check Telephony Configuration Test
You can use the Check Telephony Configuration test to troubleshoot the phone system integration.
For example, use this test if the following conditions exist:
• Calls to Unity Connection are failing.
• Ports are failing to register.
Using the Check Telephony Configuration Test
Step 1 In Cisco Unity Connection Administration, in the Related Links box in the upper right corner of any Telephony Integrations
page, select Check Telephony Configuration and select Go.
If the test is not successful, the Task Execution Results displays one or more messages with troubleshooting steps. After
correcting the problems, run the test again.
Step 2 In the Task Execution Results window, select Close.
Troubleshooting Call Control
Use the following troubleshooting information if the phone system integration has problems related to call
control. Do the following tasks, as applicable:
• Use the Check Telephony Configuration test. See the Using the Check Telephony Configuration Test.
• Use traces to troubleshoot call control issues. For detailed instructions on enabling the applicable traces
and viewing the trace logs, see the Traces in Cisco Unity Connection Serviceability, on page 1.
• (Cisco Unified Communications Manager integrations only) If you hear a fast busy tone when you call
Cisco Unity Connection, verify the configuration for the phone system integration. See the applicable
Integration Guide for Cisco Unity Connection at
http://www.cisco.com/en/US/products/ps6509/products_installation_and_configuration_guides_list.html.
Unity Connection Not Answering Any Calls
When the phone system settings in Connection Administration do not match the type of phone system that
Unity Connection is connected to, Unity Connection may not answer calls.
Verifying the Phone System Settings in Cisco Unity Connection Administration
If the test is not successful, the Task Execution Results displays one or more messages with troubleshooting
steps. After correcting the problems, run the test again.
1. In the Task Execution Results window, select Close.
SUMMARY STEPS
1. In Cisco Unity Connection Administration, expand Telephony Integrations.
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Using the Check Telephony Configuration Test
2. On the applicable pages, confirm that the settings for the phone system, port groups, and ports match
those indicated in the integration guide for your phone system.
3. Correct any incorrect values in Cisco Unity Connection Administration. If you change any values, select
Save before leaving the page.
4. If prompted to reset a port group, on the applicable Port Group Basics page, select Reset. Otherwise,
continue to Step 5.
5. In the Related Links list, select Check Telephony Configuration and select Go to verify the phone
system integration settings.
DETAILED STEPS
Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations.
Step 2 On the applicable pages, confirm that the settings for the phone system, port groups, and ports match those indicated in
the integration guide for your phone system.
Step 3 Correct any incorrect values in Cisco Unity Connection Administration. If you change any values, select Save before
leaving the page.
Step 4 If prompted to reset a port group, on the applicable Port Group Basics page, select Reset. Otherwise, continue to Step 5.
Step 5 In the Related Links list, select Check Telephony Configuration and select Go to verify the phone system integration
settings.
Unity Connection Not Answering Some Calls
When Unity Connection is not answering some calls, use the following task list to determine the cause and
to resolve the problem. Do the tasks in the order presented until the problem is resolved.
Following are the tasks to troubleshoot sporadic answers on incoming calls:
1. Confirm that the routing rules are working correctly. See the Confirming Routing Rules.
2. Confirm that calls are sent to the correct voice messaging ports and that the ports are enabled. See the
Confirming Voice Messaging Port Settings.
Confirming Routing Rules
By default, Unity Connection does not reject any calls. If routing rules have been changed, Unity Connection
may have been unintentionally programmed to reject some internal or external calls.
Use traces to troubleshoot issues with routing rules. For detailed instructions on enabling the applicable traces
and viewing the trace logs, see the Traces in Cisco Unity Connection Serviceability, on page 1.
Confirming Voice Messaging Port Settings
If the phone system is programmed to send calls to a voice messaging port on Unity Connection that is not
configured to answer calls, Unity Connection does not answer the call.
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Unity Connection Not Answering Some Calls
Confirming that Calls are Sent to the Correct Voice Messaging Ports on Cisco Unity Connection
SUMMARY STEPS
1. In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port.
2. On the Search Ports page, note which ports are designated to answer calls.
3. On the phone system, in the phone system programming, confirm that calls are being sent only to those
voice messaging ports that are designated to answer calls. Change the phone system programming if
necessary.
DETAILED STEPS
Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port.
Step 2 On the Search Ports page, note which ports are designated to answer calls.
Step 3 On the phone system, in the phone system programming, confirm that calls are being sent only to those voice messaging
ports that are designated to answer calls. Change the phone system programming if necessary.
Confirming that Voice Messaging Ports are Enabled
SUMMARY STEPS
1. In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port.
2. On the Search Ports page, review the Enabled column.
3. If a voice messaging port is not enabled and should be in use, select the display name of port.
4. On the Port Basics page for the port, check the Enabled check box to enable the port.
5. On the Port menu, select Search Ports.
6. Repeat Step 3 through Step 5 for all remaining ports that should be in use.
DETAILED STEPS
Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port.
Step 2 On the Search Ports page, review the Enabled column.
Step 3 If a voice messaging port is not enabled and should be in use, select the display name of port.
Step 4 On the Port Basics page for the port, check the Enabled check box to enable the port.
Step 5 On the Port menu, select Search Ports.
Step 6 Repeat Step 3 through Step 5 for all remaining ports that should be in use.
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Confirming that Calls are Sent to the Correct Voice Messaging Ports on Cisco Unity Connection
Troubleshooting an Integration of Unity Connection with Cisco Unified
Communications Manager
Viewing or Editing IP Address of Cisco Unified Communications Manager
SUMMARY STEPS
1. In Cisco Unity Connection Administration, expand Telephony Integrations > and select Port Group.
2. On the Search Port Groups page, select the display name of the port group for which you want to change
Cisco Unified CM server settings.
3. On the Port Group Basics page, on the Edit menu, select Servers.
4. On the Edit Servers page, under Cisco Unified Communications Manager Servers, change the applicable
settings and select Save.
5. If no status message appears, skip the remaining steps in this procedure. If a status message appears
prompting you to reset the port group, on the Edit menu, select Port Group Basics.
6. On the Port Group Basics page, under Port Group, select Reset.
DETAILED STEPS
Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations > and select Port Group.
Step 2 On the Search Port Groups page, select the display name of the port group for which you want to change Cisco Unified CM
server settings.
Step 3 On the Port Group Basics page, on the Edit menu, select Servers.
Step 4 On the Edit Servers page, under Cisco Unified Communications Manager Servers, change the applicable settings and
select Save.
Step 5 If no status message appears, skip the remaining steps in this procedure. If a status message appears prompting you to
reset the port group, on the Edit menu, select Port Group Basics.
Step 6 On the Port Group Basics page, under Port Group, select Reset.
Ports Do Not Register or Repeatedly Disconnected in an SCCP Integration
When the Unity Connection voice messaging ports do not register with Cisco Unified CM in an SCCP
integration, or if the Unity Connection ports repeatedly disconnect from Cisco Unified CM in an SCCP
integration, use the following task list to determine the cause and to resolve the problem. Do the tasks in the
order presented until the problem is resolved.
Following are the tasks to troubleshoot port registration problems:
1. Test the port group. See the Testing the Port Group.
2. Confirm that another port group on the Unity Connection server does not use the same device name prefix
to connect ports to the Cisco Unified CM server. See the Confirming that Another Port Group Not Using
the Same Device Name Prefix.
3. Confirm that another Unity Connection server does not use the same device name prefix to connect its
ports to the Cisco Unified CM server. See the Confirming that Another Unity Connection Server Not
Using the Same Device Name Prefix.
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Troubleshooting an Integration of Unity Connection with Cisco Unified Communications Manager
In addition to the tasks mentioned above, make sure that the order of the Cisco Unified CM servers in Unity
Connection port group is same as the order of the Cisco Unified CM servers in the Cisco Unified CM Group.
Note
Testing the Port Group
SUMMARY STEPS
1. In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port Group.
2. On the Search Port Groups page, select the name of a port group for which the integration method is SCCP
(Skinny).
3. On the Port Group Basics page, in the Related Links list, select Test Port Group and select Go.
4. When prompted that the test terminate all calls in progress, select OK.
5. Follow the steps for correcting the problems.
6. Repeat Step 3 through Step 5 until the Task Execution Results displays no problems.
DETAILED STEPS
Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port Group.
Step 2 On the Search Port Groups page, select the name of a port group for which the integration method is SCCP (Skinny).
Step 3 On the Port Group Basics page, in the Related Links list, select Test Port Group and select Go.
The Test Port and Test Port Group utilities do not test IPv6 connectivity. Even when Unity Connection is
configured to use IPv6 for a SCCP integration, the tests confirm that Unity Connection can communicate with
the phone system using IPv4 addressing.
Note
Step 4 When prompted that the test terminate all calls in progress, select OK.
The Task Execution Results displays one or more messages with troubleshooting steps.
Step 5 Follow the steps for correcting the problems.
If Cisco Unified CM is configured to block pings or if pings are disabled for the system, portions of the test fails. You
must configure Cisco Unified CM and the system to enable pings so that the test can accurately test the port registration.
Step 6 Repeat Step 3 through Step 5 until the Task Execution Results displays no problems.
Confirming that Another Port Group Not Using the Same Device Name Prefix
SUMMARY STEPS
1. In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port Group.
On the Search Port Groups page, select the name of a port group for which the integration method is SCCP
(Skinny).
2. On the Port Group Basics page, note the value of the Device Name Prefix field.
3. Select Next to view the next port group for which the integration method is SCCP (Skinny).
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Testing the Port Group
4. If the value of the Device Name Prefix field is different from the value that you noted in Step 2, skip to
Step 7. If the value of the Device Name Prefix field matches the value for another port group, enter the
device name prefix for ports on the Cisco Unified CM server that have a different device name prefix.
5. Select Save.
6. Select Reset.
7. Repeat Step 3 through Step 6 for all remaining port groups for which the integration method is SCCP
(Skinny).
DETAILED STEPS
Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port Group. On the Search
Port Groups page, select the name of a port group for which the integration method is SCCP (Skinny).
Step 2 On the Port Group Basics page, note the value of the Device Name Prefix field.
This value of the Device Name Prefix field must be unique for each port group. Otherwise, more than one port may
attempt to connect to an SCCP device, causing the ports to repeatedly disconnect from Cisco Unified CM and to disconnect
calls that the ports are handling.
Step 3 Select Next to view the next port group for which the integration method is SCCP (Skinny).
Step 4 If the value of the Device Name Prefix field is different from the value that you noted in Step 2, skip to Step 7. If the
value of the Device Name Prefix field matches the value for another port group, enter the device name prefix for ports
on the Cisco Unified CM server that have a different device name prefix.
Step 5 Select Save.
Step 6 Select Reset.
Step 7 Repeat Step 3 through Step 6 for all remaining port groups for which the integration method is SCCP (Skinny).
Confirming that Another Unity Connection Server Not Using the Same Device Name Prefix
SUMMARY STEPS
1. In Cisco Unity Connection Administration on the first Unity Connection server, expand Telephony
Integrations, then select Port Group. On the Search Port Groups page, select the name of a port group
for which the integration method is SCCP (Skinny).
2. On the Port Group Basics page, note the value of the Device Name Prefix field.
3. In Cisco Unity Connection Administration on the second Unity Connection server, expand Telephony
Integrations, then select Port Group. On the Search Port Groups page, select the name of a port group
for which the integration method is SCCP (Skinny).
4. On the Port Group Basics page, note the value of the Device Name Prefix field.
5. If the value of the Device Name Prefix field is different from the value you noted on the first Unity
Connection server in Step 2, skip to Step 8. If the value of the Device Name Prefix field matches the value
for another port group, enter the device name prefix for ports on the Cisco Unified CM server that have
a different device name prefix.
6. Select Save.
7. Select Reset.
8. Select Next.
9. Repeat Step 5 through Step 8 for all remaining port groups for which the integration method is SCCP
(Skinny).
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Confirming that Another Unity Connection Server Not Using the Same Device Name Prefix
DETAILED STEPS
Step 1 In Cisco Unity Connection Administration on the first Unity Connection server, expand Telephony Integrations, then
select Port Group. On the Search Port Groups page, select the name of a port group for which the integration method is
SCCP (Skinny).
Step 2 On the Port Group Basics page, note the value of the Device Name Prefix field.
Step 3 In Cisco Unity Connection Administration on the second Unity Connection server, expand Telephony Integrations,
then select Port Group. On the Search Port Groups page, select the name of a port group for which the integration method
is SCCP (Skinny).
Step 4 On the Port Group Basics page, note the value of the Device Name Prefix field.
The value of the Device Name Prefix field must be unique for each port group. Otherwise, more than one port may attempt
to connect to an SCCP device, causing the ports to repeatedly disconnect from Cisco Unified CM and to disconnect calls
that the ports are handling.
Step 5 If the value of the Device Name Prefix field is different from the value you noted on the first Unity Connection server
in Step 2, skip to Step 8. If the value of the Device Name Prefix field matches the value for another port group, enter the
device name prefix for ports on the Cisco Unified CM server that have a different device name prefix.
Step 6 Select Save.
Step 7 Select Reset.
Step 8 Select Next.
Step 9 Repeat Step 5 through Step 8 for all remaining port groups for which the integration method is SCCP (Skinny).
Ports Do Not Register in an IPv6 Configuration
When the Cisco Unity Connection voice messaging ports do not register with Cisco Unified CM in an
integration that is configured to use IPv6 addressing, and the CsMgr logs errors in the application syslog
during startup, use the following task list to determine the cause and to resolve the problem. Do the tasks in
the order presented until the problem is resolved.
Task List for Troubleshooting Port Registration Problems in an IPv6 Configuration
1. Confirm that IPv6 is enabled.
• To check using the command-line interface (CLI), enter show network ipv6 settings.
• To check using Cisco Unified Operating System Administration, see the Confirming that IPv6 is
Enabled Using Cisco Unified Operating System Administration.
2. Confirm that Unity Connection is configured to use the appropriate addressing mode and preferences.
See the Confirming the IPv6 Addressing Mode and Preferences Settings
3. If you have configured an IPv6 host name for the Unity Connection and/or Cisco Unified CM servers
rather than configuring by IPv6 address, confirm that the DNS server can resolve the host name properly.
To check using the CLI, enter utils network ipv6 ping <IPv6 host name>.
4. If you have configured the port group(s) in Unity Connection with an IPv6 host name for the Cisco
Unified CM server(s) rather than with an IPv6 address, confirm that the DNS server can resolve the Cisco
Unified CM host name correctly. Likewise, if you have configured Cisco Unified CM to contact the Unity
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Ports Do Not Register in an IPv6 Configuration
Connection server by IPv6 host name (for example, on a SIP trunk, for the Destination Address IPv6
field), confirm that the DNS server can resolve the Unity Connection host name correctly.
5. Confirm that the Cisco Unified CM server is configured correctly for IPv6, and has the correct settings
for signalling and media preferences. See the “Internet Protocol Version 6 (IPv6)” chapter of the applicable
Cisco Unified Communications Manager Features and Services Guide for your release of Cisco
Unified CM, available at
http://www.cisco.com/en/US/products/sw/voicesw/ps556/prod_maintenance_guides_list.html.
Confirming that IPv6 is Enabled Using Cisco Unified Operating System Administration
SUMMARY STEPS
1. In Cisco Unified Operating System Administration, Settings > IP and select Ethernet IPv6.
2. On the Ethernet IPv6 Configuration page, review the Enable IPv6 check box, and check it if it is not
already checked.
3. If you checked the Enable IPv6 check box in Step 2, configure the Address Source for the Unity Connection
server. To apply the change, check Update with Reboot, and select Save. The Unity Connection server
reboots in order for the change to take effect.
DETAILED STEPS
Step 1 In Cisco Unified Operating System Administration, Settings > IP and select Ethernet IPv6.
Step 2 On the Ethernet IPv6 Configuration page, review the Enable IPv6 check box, and check it if it is not already checked.
Step 3 If you checked the Enable IPv6 check box in Step 2, configure the Address Source for the Unity Connection server. To
apply the change, check Update with Reboot, and select Save. The Unity Connection server reboots in order for the
change to take effect.
Confirming the IPv6 Addressing Mode and Preferences Settings
SUMMARY STEPS
1. In Cisco Unity Connection Administration, expand System Settings, then select General Configuration.
2. On the Edit General Configuration page, review the option selected for IP Addressing Mode, which
controls where Unity Connection listens for incoming traffic:
3. If you change any values on the page, select Save to save the changes. When you change the IP Addressing
Mode, you must stop and restart the Conversation Manager service on the Tools > Service Management
page in Cisco Unity Connection Serviceability in order for the change to take effect.
4. If the IP addressing mode was configured for IPv4 and IPv6 in Step 2, do the following substeps to review
the call control signalling and/or media addressing mode settings for the Cisco Unified Communications
Manager integration:
DETAILED STEPS
Step 1 In Cisco Unity Connection Administration, expand System Settings, then select General Configuration.
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Confirming that IPv6 is Enabled Using Cisco Unified Operating System Administration
Step 2 On the Edit General Configuration page, review the option selected for IP Addressing Mode, which controls where
Unity Connection listens for incoming traffic:
• IPv4
• IPv6
• IPv4 and IPv6
Step 3 If you change any values on the page, select Save to save the changes. When you change the IP Addressing Mode, you
must stop and restart the Conversation Manager service on the Tools > Service Management page in Cisco Unity
Connection Serviceability in order for the change to take effect.
Step 4 If the IP addressing mode was configured for IPv4 and IPv6 in Step 2, do the following substeps to review the call control
signalling and/or media addressing mode settings for the Cisco Unified Communications Manager integration:
a) Expand Telephony Integrations, then select Port Group.
b) On the Search Port Groups page, select the display name of the port group that you want to verify.
c) On the Port Group Basics page, on the Edit menu, select Servers.
d) In the IPv6 Addressing Mode section, verify the option selected for the applicable setting(s):
• Preference for Signaling—(Applicable to both SCCP integrations and SIP integrations) This setting
determines the call control signaling preference when registering with Cisco Unified CM via SCCP or
when initiating SIP requests.
• Preference for Media—(Applicable only to SIP integrations) This setting determines the preferred
addressing mode for media events when communicating with dual-stack (IPv4 and IPv6) devices.
1. If you made any changes to the page, select Save.
Determining the Correct Port Group Template
When adding a phone system integration for Cisco Unified CM, there are two valid options for the Port Group
Template field: SCCP or SIP. The SIP port group template is valid only for integrations with Cisco Unified CM
5.0(1) and later.
To integrate Unity Connection with a phone system through PIMG or TIMG units, in the Port Group Template
field, you must select SIP to DMG/PIMG/TIMG.
Unable to Create Secure Ports
While using encryption on Cisco Unity Connection, you may face the following issues:
• Appearance of " Encrypted security mode is not supported on this version of Connection. Reconfigure
the port group to use Authenticated mode." and " Secure RTP is not supported on this version of
Connection. Reconfigure the port group to disable Secure RTP." error message.
If you get the above error messages on Port Group Basics page while configuring the security ports,
verify the following:
• You must deploy the Restricted version of Cisco Unity Connection.
• Unity Connection must be registered with CSSM or satellite through Export Controlled Functionality
enabled Register Token.
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Determining the Correct Port Group Template
• Check the status of encryption on Unity Connection using "utils cuc encryption status" CLI command.
If the encryption status is disabled for Unity Connection. You must run the "utils cuc encryption
enable" CLI command to enable the encryption on Unity Connection.
Problems Faced When Unity Connection is Configured for Cisco Unified Communications Manager
Authentication or Encryption
If problems occur when Unity Connection is configured for Cisco Unified Communications Manager
authentication and encryption for the voice messaging ports, use the following task list to determine the cause
and to resolve the problem. Do the tasks in the order presented until the problem is resolved.
For information on integrating Unity Connection with Cisco Unified CM, see the applicable Cisco Unified CM
integration guide at
http://www.cisco.com/en/US/products/ps6509/products_installation_and_configuration_guides_list.html.
Note
Follow the tasks to troubleshoot problems when Cisco Unified CM authentication or encryption is configured:
1. Confirm that the Cisco Unified CM CTL client is configured for mixed mode. See the Confirming that
Cisco Unified Communications Manager CTL Client is Configured for Mixed Mode.
2. Test the port group configuration. See the Testing the Port Group Configuration.
3. For SCCP integrations, confirm that the security mode setting for the ports in Unity Connection matches
the security mode setting for the ports in Cisco Unified CM. See the Matching the Security Mode Setting
for Ports in Unity Connection and Cisco Unified Communications Manager (SCCP Integrations Only).
4. For a SIP trunk integration, confirm that the security mode setting for the Unity Connection port group
matches the security mode setting for the Cisco Unified CM SIP trunk security profile. See the Matching
the Security Mode Setting for Unity Connection Port Group and Cisco Unified Communications Manager
SIP Trunk Security Profile (SIP Trunk Integrations Only), on page 133 section.
5. For SIP trunk integrations, confirm that the Subject Name field of the Unity Connection SIP certificate
matches the X.509 Subject Name field of the Cisco Unified CM SIP trunk security profile. See the Matching
the Subject Name Fields of Unity Connection SIP Certificate and Cisco Unified Communications Manager
SIP Trunk Security Profile (SIP Trunk Integrations Only), on page 134 section.
6. For SIP trunk integrations, confirm that Unity Connection and the SIP trunk use the same port. See the
Matching the Port Used by Unity Connection SIP Security Profile and Cisco Unified Communications
Manager SIP Trunk Security Profile (SIP Trunk Integrations Only), on page 134 section.
7. Copy the Unity Connection root certificate to the Cisco Unified CM servers. See the Copying the Unity
Connection Root Certificate to Cisco Unified Communications Manager.
8. For secure SIP integration, confirm the certificate expiration of Cisco Unified CM. See the CTL File with
Expired Cisco Unified CM Certificate (Secure SIP Integration Only)
Confirming that Cisco Unified Communications Manager CTL Client is Configured for Mixed Mode
SUMMARY STEPS
1. In Cisco Unified Communications Manager Administration, on the System menu, select Enterprise
Parameters.
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Problems Faced When Unity Connection is Configured for Cisco Unified Communications Manager Authentication or Encryption
2. On the Enterprise Parameters Configuration page, under Security Parameters, locate the ClusterSecurity
Mode field.
3. Confirm that the setting is 1, which means that the CTL client is configured for mixed mode.
DETAILED STEPS
Step 1 In Cisco Unified Communications Manager Administration, on the System menu, select Enterprise Parameters.
Step 2 On the Enterprise Parameters Configuration page, under Security Parameters, locate the Cluster Security Mode field.
Step 3 Confirm that the setting is 1, which means that the CTL client is configured for mixed mode.
Testing the Port Group Configuration
SUMMARY STEPS
1. In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port Group.
2. On the Search Port Groups page, select the name of a port group.
3. On the Port Group Basics page, in the Related Links list, select Test Port Group and select Go.
4. When prompted that the test terminates all calls in progress, select OK.
5. Follow the steps for correcting the problems.
6. Repeat Step 3 through Step 5 until the Task Execution Results displays no problems.
DETAILED STEPS
Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port Group.
Step 2 On the Search Port Groups page, select the name of a port group.
Step 3 On the Port Group Basics page, in the Related Links list, select Test Port Group and select Go.
The Test Port and Test Port Group utilities do not test IPv6 connectivity. Even when Unity Connection is
configured to use IPv6 for a SCCP integration, the tests confirm that Unity Connection can communicate with
the phone system using IPv4 addressing.
Note
Step 4 When prompted that the test terminates all calls in progress, select OK.
The Task Execution Results displays one or more messages with troubleshooting steps.
Step 5 Follow the steps for correcting the problems.
If Cisco Unified CM is configured to block pings or if pings are disabled for the system, portions of the test fails. You
must configure Cisco Unified CM and the system to enable pings so that the test can accurately test the port registration.
Step 6 Repeat Step 3 through Step 5 until the Task Execution Results displays no problems.
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Testing the Port Group Configuration
Matching the Security Mode Setting for Ports in Unity Connection and Cisco Unified Communications Manager (SCCP Integrations
Only)
SUMMARY STEPS
1. In Cisco Unified Communications Manager Administration, on the Voice Mail menu, select Cisco Voice
Mail Port. On the Find and List Voice Mail Ports page, select Find.
2. In the Device Security Mode column, note the security mode setting for the ports.
3. In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port.
4. On the Search Ports page, select the name of the first port.
5. On the Port Basics page, in the Security Mode field, select the setting that you noted in Step 2 and select
Save.
6. Select Next.
7. Repeat Step 5 and Step 6 for all remaining ports.
DETAILED STEPS
Step 1 In Cisco Unified Communications Manager Administration, on the Voice Mail menu, select Cisco Voice Mail Port. On
the Find and List Voice Mail Ports page, select Find.
Step 2 In the Device Security Mode column, note the security mode setting for the ports.
Step 3 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port.
Step 4 On the Search Ports page, select the name of the first port.
Step 5 On the Port Basics page, in the Security Mode field, select the setting that you noted in Step 2 and select Save.
Step 6 Select Next.
Step 7 Repeat Step 5 and Step 6 for all remaining ports.
Matching the Security Mode Setting for Unity Connection Port Group and Cisco Unified Communications Manager SIP Trunk Security
Profile (SIP Trunk Integrations Only)
Step 1 In Cisco Unified Communications Manager Administration, on the System menu, select SIP Profile > SIP Trunk
Security Profile.
Step 2 On the Find and List SIP Trunk Security Profiles page, select Find.
Step 3 Select the name of the SIP trunk security profile.
Step 4 On the SIP Trunk Security Profile Configuration page, note the setting of the Device Security Mode field.
Step 5 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port Group.
Step 6 On the Search Port Groups, select the name of the applicable port group.
Step 7 On the Port Group Basics page, in the Security Mode field, select the setting that you noted in Step 4 and select Save.
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Matching the Security Mode Setting for Ports in Unity Connection and Cisco Unified Communications Manager (SCCP Integrations Only)
Matching the Subject Name Fields of Unity Connection SIP Certificate and Cisco Unified Communications Manager SIP Trunk
Security Profile (SIP Trunk Integrations Only)
Step 1 In Cisco Unified Communications Manager Administration, on the System menu, select SIP Profile > SIP Trunk
Security Profile.
Step 2 On the Find and List SIP Trunk Security Profiles page, select Find.
Step 3 Select the name of the SIP trunk security profile.
Step 4 On the SIP Trunk Security Profile Configuration page, note the setting of the X.509 Subject Name field.
Step 5 In Cisco Unity Connection Administration, expand Telephony Integrations > Security, then select SIP Certificates.
Step 6 On the Search SIP Certificates page, select the name of the SIP certificate.
Step 7 On the Edit SIP Certificate page, in the Subject Name field, enter the setting that you noted in Step 4 and select Save.
Matching the Port Used by Unity Connection SIP Security Profile and Cisco Unified Communications Manager SIP Trunk Security
Profile (SIP Trunk Integrations Only)
Step 1 In Cisco Unified Communications Manager Administration, on the System menu, select SIP Profile > SIP Trunk
Security Profile.
Step 2 On the Find and List SIP Trunk Security Profiles page, select Find.
Step 3 Select the name of the SIP trunk security profile.
Step 4 On the SIP Trunk Security Profile Configuration page, note the setting of the Incoming Port field.
Step 5 In Cisco Unity Connection Administration, expand Telephony Integrations > Security, then select SIP Security Profile.
Step 6 On the Search SIP Security Profiles page, select the name of the SIP security profile with "TLS."
Step 7 On the Edit SIP Security Profile page, in the Port field, enter the setting that you noted in Step 4 and select Save.
Copying the Unity Connection Root Certificate to Cisco Unified Communications Manager
Copying the Root Certificate for Cisco Unified Communications Manager 4.x
Procedure
SUMMARY STEPS
1. In Cisco Unity Connection Administration, expand Telephony Integrations, then select Security >
Root Certificate.
2. On the View Root Certificate page, right-click the Right-Click to Save the Certificate as a File link,
and select Save Target As.
3. In the Save As dialog box, browse to the location on the Unity Connection server where you want to save
the Unity Connection root certificate as a file.
4. In the Filename field, confirm that the extension is .0 (rather than .htm), and select Save.
5. In the Download Complete dialog box, select Close.
6. Copy the Unity Connection root certificate file to the C:\Program Files\Cisco\Certificates folder on all
Cisco Unified CM servers in this Cisco Unified CM phone system integration.
7. In Cisco Unity Connection Administration, in the Related Links list, select Check Telephony
Configuration and select Go to verify the Unity Connection to the Cisco Unified CM servers.
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Matching the Subject Name Fields of Unity Connection SIP Certificate and Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk
Integrations Only)
DETAILED STEPS
Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Security > Root Certificate.
Step 2 On the View Root Certificate page, right-click the Right-Click to Save the Certificate as a File link, and select Save
Target As.
Step 3 In the Save As dialog box, browse to the location on the Unity Connection server where you want to save the Unity
Connection root certificate as a file.
Step 4 In the Filename field, confirm that the extension is .0 (rather than .htm), and select Save.
The certificate must be saved as a file with the extension .0 (rather than .htm) or Cisco Unified CM does not recognize
the certificate.
Step 5 In the Download Complete dialog box, select Close.
Step 6 Copy the Unity Connection root certificate file to the C:\Program Files\Cisco\Certificates folder on all Cisco Unified CM
servers in this Cisco Unified CM phone system integration.
Step 7 In Cisco Unity Connection Administration, in the Related Links list, select Check Telephony Configuration and select
Go to verify the Unity Connection to the Cisco Unified CM servers.
Copying the Root Certificate for Cisco Unified Communications Manager 5.x
SUMMARY STEPS
1. In Cisco Unity Connection Administration, expand Telephony Integrations, then select Security >
Root Certificate.
2. On the View Root Certificate page, right-click the Right-Click to Save the Certificate as a File link,
and select Save Target As.
3. In the Save As dialog box, browse to the location on the Unity Connection server where you want to save
the Unity Connection root certificate as a file.
4. In the Filename field, confirm that the extension is .pem (rather than .htm), and select Save.
5. In the Download Complete dialog box, select Close.
6. Copy the Unity Connection root certificate to all Cisco Unified CM servers in this Cisco Unified CM
phone system integration by doing the following substeps.
7. If prompted, restart the Unity Connection software.
DETAILED STEPS
Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Security > Root Certificate.
Step 2 On the View Root Certificate page, right-click the Right-Click to Save the Certificate as a File link, and select Save
Target As.
Step 3 In the Save As dialog box, browse to the location on the Unity Connection server where you want to save the Unity
Connection root certificate as a file.
Step 4 In the Filename field, confirm that the extension is .pem (rather than .htm), and select Save.
The certificate must be saved as a file with the extension .pem (rather than .htm) or Cisco Unified CM does not recognize
the certificate.
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Copying the Root Certificate for Cisco Unified Communications Manager 5.x
When Unity Connection is integrated with both Cisco Unified CM 4.x and Cisco Unified CM 5.x servers, you must copy
the .pem file to the Cisco Unified CM 5.x server and the .0 file to the Cisco Unified CM 4.x server. Otherwise,
authentication and encryption do not function correctly.
Step 5 In the Download Complete dialog box, select Close.
Step 6 Copy the Unity Connection root certificate to all Cisco Unified CM servers in this Cisco Unified CM phone system
integration by doing the following substeps.
The Unity Connection system clock must be synchronized with the Cisco Unified CM system clock for Cisco Unified CM
authentication to function immediately. Otherwise, Cisco Unified CM does not let the Unity Connection voice messaging
ports register until the Cisco Unified CM system clock has passed the time stamp in the Unity Connection device
certificates.
a) On the Cisco Unified CM server, in Cisco Unified Operating System Administration, on the Security menu, select
Certificate Management > Upload Certificate/CTL.
b) On the Cisco IPT Platform Administration page, select Upload Trust Certificate and CallManager – Trust, then
select OK.
c) Browse to the Unity Connection root certificate that you saved in Step 4.
d) Follow the on-screen instructions.
e) Repeat Step 6a. through Step 6d. on all remaining Cisco Unified CM servers in the cluster.
f) In Cisco Unity Connection Administration, in the Related Links list, select Check Telephony Configuration and
select Go to verify the Unity Connection to the Cisco Unified CM servers.
If the test is not successful, the Task Results list displays one or more messages with troubleshooting steps. After
correcting the problems, run the test again.
g) In the Task Results window, select Close.
Step 7 If prompted, restart the Unity Connection software.
Copying the Root Certificate for Cisco Unified Communications Manager 6.x, 7.x, and Later
SUMMARY STEPS
1. In Cisco Unity Connection Administration, expand Telephony Integrations, then select Security >
Root Certificate.
2. On the View Root Certificate page, right-click the Right-Click to Save the Certificate as a File link,
and select Save Target As.
3. In the Save As dialog box, browse to the location on the Unity Connection server where you want to save
the Unity Connection root certificate as a file.
4. In the Filename field, confirm that the extension is .pem (rather than .htm), and select Save.
5. In the Download Complete dialog box, select Close.
6. Copy the Unity Connection root certificate to all Cisco Unified CM servers in this Cisco Unified CM
phone system integration by doing the following substeps.
DETAILED STEPS
Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Security > Root Certificate.
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Copying the Root Certificate for Cisco Unified Communications Manager 6.x, 7.x, and Later
Step 2 On the View Root Certificate page, right-click the Right-Click to Save the Certificate as a File link, and select Save
Target As.
Step 3 In the Save As dialog box, browse to the location on the Unity Connection server where you want to save the Unity
Connection root certificate as a file.
Step 4 In the Filename field, confirm that the extension is .pem (rather than .htm), and select Save.
The certificate must be saved as a file with the extension .pem (rather than .htm) or Cisco Unified CM does not recognize
the certificate.
When Unity Connection is integrated with both Cisco Unified CM 4.x and Cisco Unified CM 5.x and later servers, you
must copy the .pem file to the Cisco Unified CM 5.x and later server and the .0 file to the Cisco Unified CM 4.x server.
Otherwise, authentication and encryption do not function correctly.
Step 5 In the Download Complete dialog box, select Close.
Step 6 Copy the Unity Connection root certificate to all Cisco Unified CM servers in this Cisco Unified CM phone system
integration by doing the following substeps.
The Unity Connection system clock must be synchronized with the Cisco Unified CM system clock for Cisco Unified CM
authentication to function immediately. Otherwise, Cisco Unified CM does not let the Unity Connection voice messaging
ports register until the Cisco Unified CM system clock has passed the time stamp in the Unity Connection device
certificates.
a) On the Cisco Unified CM server, sign in to Cisco Unified Operating System Administration.
b) In Cisco Unified Operating System Administration, on the Security menu, select Certificate Management.
c) On the Certificate List page, select Upload Certificate.
d) On the Upload Certificate page, in the Certificate Name field, select CallManager-Trust.
e) In the Root Certificate field, enter Cisco Unity Connection Root Certificate.
f) To the right of the Upload File field, select Browse.
g) In the Choose File dialog box, browse to the Unity Connection root certificate that you saved in Step 4.
h) Select Open.
i) On the Upload Certificate page, select Upload File.
j) Select Close.
k) Restart the Cisco Unified CM server.
l) Repeat Step 6a. through Step 6k. on all remaining Cisco Unified CM servers in the cluster.
m) In Cisco Unity Connection Administration, in the Related Links list, select Check Telephony Configuration and
select Go to verify the Unity Connection to the Cisco Unified CM servers.
If the test is not successful, the Task Results list displays one or more messages with troubleshooting steps. After
correcting the problems, run the test again.
n) In the Task Results window, select Close.
CTL File with Expired Cisco Unified CM Certificate (Secure SIP Integration Only)
If secure SIP integration of Cisco Unity Connection failed, confirm the expiration of Cisco Unified CM
Certificate by performing the following steps:
Step 1 In Cisco Unified Operating System Administration, navigate to Security > Certificate Management. On Certificate
Management page, check the Expiration date for CallManager certificate in the certificate list. If CallManager certificates
are expired, you must regenerate the certificates for Cisco Unified CM.
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CTL File with Expired Cisco Unified CM Certificate (Secure SIP Integration Only)
To generate the RSA based certificate of Cisco Unified CM, see "Generate and Upload Certificates" section of "Setting
Up a Cisco Unified Communications Manager SIP Trunk Integration" chapter of Cisco Unified Communications Manager
SIP Integration Guide for Cisco Unity Connection Release 12.x, available at
https://www.cisco.com/c/en/us/support/unified-communications/unity-connection/products-installation-and-configuration-guides-list.html.
Step 2 After successful generating the certificates of Cisco Unified CM, generate the CTL files for the new certificates of Cisco
Unified CM. For this, run utils ctl update CTLFile CLI command on the publisher node of Cisco Unified CM.
Step 3 Restart the TFTP and CallManager services on all of the nodes in the cluster that run these services.
Step 4 In Cisco Unity Connection Administration, navigate to Telephony Integration > Port Group. On Search Port Groups
page, select the associated Port Group. On the Port Group Basics page, Select Reset under Reset Status field.
If you are still facing the issue for secure voice messaging ports, contact Cisco TAC.
Troubleshooting PIN Synchronization between Unity Connection and Cisco Unified CM
This chapter explains various problems that may occur while using PIN Synchronization feature along with
the resolution.
Unable to Update PIN through Cisco Unity Connection Administration or Cisco PCA
While updating the voicemail PIN through Cisco Unity Connection Administration and Cisco Personal
Communications Assistant (CPCA) with PIN Synchronization feature enabled, you may receive any of the
following error messages:
• "Failed to update PIN on CUCM. Reason: Trivial credential"
• "Failed to update PIN on CUCM: Invalid credential length"
• "Failed to update PIN on CUCM. Reason: Duplicate credential found in history"
If you receive the above error messages, make sure that you entered a valid PIN as per the Credential Policy
Configuration on Cisco Unified CM.
• "Bad response from CUCM. Reason: Requested resource is not available" or
"Failed to connect to remote AXL server. Check IP address, port number, credentials, Call Manager
version, and network status for any errors."
If you receive any of the above error message, verify that:
• The username and password of primary AXL server entered on the Edit AXL Servers page are
correct.
• The AXL server is up and running.
To verify this, in Cisco Unity Connection Administration, navigate to Telephony Integration >
Phone System and select the Phone System associated with the user. On the Phone System Basics
page, navigate to Edit > Cisco Unified Communication Manager AXL Servers. On the Edit AXL
Server page, select Test under section AXL Servers.
• Proper tomcat certificates are uploaded for the AXL server.
To verify this, on the Edit AXL Server page, select Test under section AXL Servers. To ignore the
certificate validation errors, check the Ignore Certificate Errors check box on the Edit AXL Servers
page.
• "Failed to update PIN on CUCM. Reason: Error getting the pin"
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Troubleshooting PIN Synchronization between Unity Connection and Cisco Unified CM
If you receive the "Failed to update PIN on CUCM. Reason: Error getting the pin" error message, make
sure that the publisher server of Cisco Unified CM is up and running.
Unable to Update PIN through Telephone User Interface (TUI)
With PIN Synchronization feature enabled, if a user hears the "Your PIN has not been changed, for help press
0 or contact to your system administrator" error prompt while updating the phone PIN through TUI, you must
verify the following:
• The username and password of primary AXL server entered on the Edit AXL Servers page are correct.
• The AXL server is up and running. To verify this, select Test on the Edit AXL Server page.
• Either Unity Connection has successfully validated the certificates for AXL server or Ignore Certificate
Errors check box is checked on the Edit AXL Servers page.
• Authentication Rules on Cisco Unity Connection Administration are same as the Credential Policy
Configuration on Cisco Unified CM and.
• A user has entered the valid PIN as per the credential policies.
• The publisher server of Cisco Unified CM is up and running.
Using Diagnostic Traces for PIN Synchronization
Related Diagnostic Traces:
If the CiscoSysLog contains the event "EvtAXLServerConnectionFailed", this confirms that Unity Connection
is not able to connect with the AXL server.
You can also use Unity Connection traces to troubleshoot PIN Synchronization problems. You need to enable
the following micro traces to troubleshoot the problems:
Traces to setError Scenario
Cuca (all levels)PIN synchronization is failed on Cisco Unity
Connection Administration
CiscoPCA (level 00,01,02,13)PIN synchronization is failed on Cisco PCA
CDL (level 10 and 11) and ConvSub (level
01,03,04,05)
PIN synchronization is failed through Telephone User
Interface
VMREST (all levels)PIN synchronization is failed through API
Bulk Administration Tool (all levels)PIN synchronization is failed through Bulk
Administration Tool
AxlAccess (level 00,01)AXL server issues
Cuca (all levels)Certificate validation issues
For detail instructions on enabling and collecting diagnostic traces, see the Using Diagnostic Traces for
Troubleshooting section.
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Unable to Update PIN through Telephone User Interface (TUI)
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Using Diagnostic Traces for PIN Synchronization
CHAPTER 15
Troubleshooting Message Waiting Indicators
(MWIs)
• Troubleshooting Message Waiting Indicators (MWIs), on page 141
Troubleshooting Message Waiting Indicators (MWIs)
Triggers for Turning MWIs On and Off
An MWI is a lamp, flashing LCD panel, or special dial tone on user phones that lets users know a voice
message is waiting. The type of indicator depends on the phone system and the user phones. Phone systems
that support message counts may also display the number of messages that the user has.
MWIs are not the same as message notification, which is the feature that notifies a user of new voice messages
by calling a phone, pager, or other device, or by sending an email message.
The following events trigger Unity Connection to turn MWIs on and off:
• When a message for a user arrives on the Unity Connection message store, Unity Connection notifies
the phone system to turn on an MWI on the phone for that user.
Any message that arrives on the Unity Connection message store (for example, voice messages, emails, and
faxes) trigger turning MWIs on and off.
• When the user saves or deletes a read message, Unity Connection notifies the phone system to turn off
the MWI on the phone.
• When a user deletes a new message without listening to it, Unity Connection notifies the phone system
to turn off the MWI on the phone.
• When MWIs are synchronized, Unity Connection queries the message store to determine the status of
MWIs on all phones, and resets the applicable MWIs.
However, an MWI remains on under the following conditions:
• More messages are waiting to be heard. When all new messages are listened to, the MWI is turned off.
• A new message arrives while the user is listening to the original message. When all new messages are
listened to, the MWI is turned off.
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• The user listens on the phone to only part of the message, then either hangs up or skips to the next message
before hearing the entire message.
• The user listens the entire message. You can perform either of the following to turn off the MWI:
• Save or Delete the message after listening it.
• In Cisco Unity Connection Administration, Select Users. On the Search Users page, Select the alias
of the user. On the Edit User Basics page of the user, navigate Edit > Playback Message Settings.
On the Playback Message Settings page, Select Saved under When Disconnected or User Hangs
Up During Message Playback field.
• In an email application, in the Web Inbox, or Messaging Inbox , the user marks a listened-to message as
unread.
Messages in an external message store do not trigger Unity Connection to turn MWIs on and off.
MWI Problems
See the following sections for information on troubleshooting problems with MWIs.
MWIs Do Not Turn On or Off
When MWIs do not turn on or off, use the following task list to determine the cause and to resolve the problem.
Do the tasks in the order presented until the problem is resolved.
Following are the tasks to troubleshoot when MWIs do not turn on or off:
1. Run the Check Telephony Configuration test. See the Running the Check Telephony Configuration
Test.
2. Confirm that there are voice messaging ports for the phone system integration that are assigned to send
MWI requests. To view the settings, in Cisco Unity Connection Administration, select Telephony
Integrations > Ports.
PIMG/TIMG serial integrations do not send MWI requests through voice messaging ports.
Note
3. Confirm that the voice messaging ports that are assigned to send MWI requests are enabled. To view
the settings, in Cisco Unity Connection Administration, select Telephony Integrations > Ports.
4. Confirm that an adequate number of voice messaging ports for the phone system integration are assigned
to send MWI requests. Otherwise, the ports may be too busy to dial out immediately to turn MWIs on
and off. To view the ports, in Cisco Unity Connection Administration, select Telephony Integrations >
Ports.
5. Confirm that the port groups for the phone system integration enable MWIs. To view the Enable Message
Waiting Indicators check box, in Cisco Unity Connection Administration, select Telephony
Integrations > Port Group > Port Group Basics.
6. (Cisco Unified CM SCCP integrations only) Confirm that the settings are correct for the MWI On
Extension field and the MWI Off Extension field. To view the Cisco Unified CM settings, in Cisco
Unified Communications Manager Administration, select Voice Mail > Message Waiting. To view
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MWI Problems
the Unity Connection settings, in Cisco Unity Connection Administration, select Telephony
Integrations > Port Group > Port Group Basics.
7. (PIMG/TIMG serial integrations only) Confirm that a separate port group exists to send MWI requests
to the master PIMG/TIMG unit. To view the port groups, in Connection Administration, select Telephony
Integrations > Port Group. For details on the MWI port group, see the applicable Integration Guide
for Cisco Unity Connection at
http://www.cisco.com/en/US/products/ps6509/products_installation_and_configuration_guides_list.html.
8. Confirm that MWIs for the phone system are not forced off. To view the Force All MWIs Off for This
Phone System check box, in Cisco Unity Connection Administration, select Telephony Integrations >
Phone System > Phone System Basics.
9. Confirm that the MWI is enabled for the user. To view the Enabled check box, in Cisco Unity Connection
Administration, select Users > Users > Messaging Waiting Indicators.
10. Confirm that the correct phone system is assigned to the MWI for the user. To view the Phone System
field, in Cisco Unity Connection Administration, select Users > Users > Messaging Waiting
Indicators.
11. (Cisco Unified CM SCCP integrations only) Confirm that the extensions that turn MWIs on and off are
in the same calling search space that contains the phones and voicemail ports. From a phone, dial the
extension that turns on the MWI. If you hear the reorder tone, the extension for turning on MWIs is not
assigned to the correct calling search space in Cisco Unified CM Administration. If you do not hear the
reorder tone, but the MWI is not turned on or off, a route plan may be causing the problem.
To view the calling search space for the MWI extensions, in Cisco Unified CM Administration, select
Voice Mail > Message Waiting.
12. (Cisco Unified CM SCCP integrations only) Confirm that the dial plan does not overlap with the MWI
extensions. MWI extensions must be unique. To view the dial plan, in Cisco Unified CM Administration,
select Call Routing > Dial Plan Installer.
13. (PIMG/TIMG serial integrations only) Confirm that the RS-232 serial cable is firmly seated in the serial
port of the master PIMG/TIMG unit and in the serial port of the phone system.
14. Verify whether the Unity Connection server was upgraded, restored using the Disaster Recovery System,
or experienced an event that disrupted MWI synchronization. See the Synchronizing MWIs.
15. If the preceding tasks did not resolve the MWI problem, enable macro traces for MWIs. For detailed
instructions on enabling the applicable traces and viewing the trace logs, see the Troubleshooting
Cisco Unity Connection, on page 1 chapter.
Running the Check Telephony Configuration Test
The Check Telephony Configuration test does not test IPv6 connectivity. (IPv6 is supported in Unity Connection
for Cisco Unified Communications Manager integrations.) The test confirms that Unity Connection can
communicate with the phone system using IPv4 addressing.
Note
Procedure
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Running the Check Telephony Configuration Test
Step 1 In Cisco Unity Connection Administration, in the Related Links list in the upper right corner of any Telephony Integrations
page, select Check Telephony Configuration and select Go.
If the test is not successful, the Task Execution Results displays one or more messages with troubleshooting steps. After
correcting the problems, run the test again.
Step 2 In the Task Execution Results window, select Close.
Synchronizing MWIs
We recommend resynchronizing MWIs for the system in the following circumstances:
• After a server is restored using the Disaster Recovery System.
• After upgrading a system.
• After a WAN outage in a system that has distributed voice messaging through Cisco Unified Survivable
Remote Site Telephony (SRST) routers or Cisco Unified Communications Manager Express routers in
SRST mode.
Synchronizing MWIs for a Phone System Integration
Procedure
Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations and select Phone System. On the Search
Phone Systems page, select the name of the phone system for which you want to synchronize all MWIs.
Step 2 On the Phone System Basics page, under Message Waiting Indicators, select Run.
Synchronizing MWIs for the phone system may affect system performance. We recommend that you do this
task when phone traffic is light.
Note
MWIs Turn On but Do Not Turn Off
Use the troubleshooting information in this section if MWIs turn on but do not turn off. See the following
possible causes:
• For PIMG/TIMG integrations, certain phone systems require that Unity Connection use port memory to
turn off MWIs so that the same port is used for turning off an MWI that was used for turning on the
MWI. See the Confirm that Unity Connection Uses Port Memory (PIMG/TIMG Integrations).
• For PIMG/TIMG integrations, if the phone system requires port memory, one or more of the ports used
to set MWIs were deleted or were reconfigured not to set MWIs. You must have the phone system turn
off all MWIs, then have Unity Connection resynchronize all MWIs.
To avoid this problem when deleting or reconfiguring MWI ports not to set MWIs, see the Deleting or
Reconfiguring MWI Ports When Port Memory is Used (PIMG/TIMG Integrations).
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Synchronizing MWIs
Confirm that Unity Connection Uses Port Memory (PIMG/TIMG Integrations)
When MWIs turn on but do not turn off, the cause may be port memory. For Avaya, Rolm, and Siemens
Hicom phone system integrations, Cisco Unity Connection must use the same port for turning off an MWI
that was used for turning on the MWI. When Unity Connection is integrated with one of these phone systems
and uses a different port for turning off an MWI, the MWI request for turning off the MWI fails.
This problem does not apply to PIMG/TIMG serial integrations.
Note
Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations > and select Phone System.
Step 2 On the Search Phone Systems page, select the name of the phone system.
Step 3 On the Phone System Basics page, under Message Waiting Indicators, confirm that the Use Same Port for Enabling
and Disabling MWIs check box is checked and select Save.
Deleting or Reconfiguring MWI Ports When Port Memory is Used (PIMG/TIMG Integrations)
If Unity Connection must use the same port for turning off an MWI that was used for turning on the MWI,
and you want to delete an MWI port or reconfigure an MWI port not to set MWIs, do the applicable procedure.
Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations and select Phone System. On the Search
Phone Systems page, select the name of the phone system.
Step 2 On the Phone System Basics page, under Message Waiting Indicators, check the Force All MWIs Off for This Phone
System check box and select Save. All MWIs for the phone system are turned off.
Step 3 In the left pane, select Port.
Step 4 On the Search Ports page, check the check boxes of the MWI ports that you want to delete and select Delete Selected.
Step 5 In the left pane, select Phone System. On the Search Phone Systems page, select the name of the phone system.
Step 6 On the Phone System Basics page, under Message Waiting Indicators, uncheck the Force All MWIs Off for This Phone
System check box and select Save.
Step 7 To the right of Synchronize All MWIs on This Phone System, select Run. All MWIs for the phone system are synchronized.
Reconfiguring MWI Ports When Port Memory is Used (PIMG/TIMG Integrations)
Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations > and select Phone System. On the
Search Phone Systems page, select the name of the phone system.
Step 2 On the Phone System Basics page, under Message Waiting Indicators, check the Force All MWIs Off for This Phone
System check box and select Save. All MWIs for the phone system are turned off.
Step 3 In the left pane, select Port. On the Search Ports page, select the display name of the first MWI port that you want to
reconfigure not to set MWIs.
Step 4 On the Port Basics page, under Port Behavior, enter the applicable settings and select Save.
Step 5 If there are more MWI ports that you want to reconfigure not to set MWIs, select Next. Otherwise, skip to Step 7.
Step 6 Repeat Step 4 and Step 5 for all remaining MWI ports that you want to configure not to set MWIs.
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Confirm that Unity Connection Uses Port Memory (PIMG/TIMG Integrations)
Step 7 In the left pane, select Phone System.
Step 8 On the Search Phone Systems page, select the name of the phone system.
Step 9 On the Phone System Basics page, under Message Waiting Indicators, uncheck the Force All MWIs Off for This
Phone System check box and select Save.
Step 10 To the right of Synchronize All MWIs on This Phone System, select Run. All MWIs for the phone system are
synchronized.
Delay for MWIs to Turn On or Off
Use the troubleshooting information in this section if there is a delay for MWIs to turn on or off. See the
following possible causes:
• If MWIs are being synchronized for a phone system integration, this may result in delayed MWIs for
messages. This is due to the additional MWI requests that are being processed.
• The number of ports assigned to handle MWI requests is insufficient. To evaluate the current MWI port
activity, see the Determining the MWI Port Activity.
For systems that handle a large volume of calls, you may need to install additional ports.
• (Cisco Unified CM SCCP integrations only) If there are two or more port groups in the phone system
integration, the port groups may not all be configured correctly for MWIs. See the Configuring the MWI
On and Off Extensions for Port Groups (SCCP Integrations Only).
Determining the MWI Port Activity
Step 1 In Cisco Unity Connection Serviceability, on the Tools menu, select Reports.
Step 2 On the Serviceability Reports page, select Port Activity Report.
Step 3 On the Port Activity Report page, select the applicable options for the report.
Step 4 Select Generate Report.
Configuring the MWI On and Off Extensions for Port Groups (SCCP Integrations Only)
For Cisco Unified CM SCCP integrations, the phone system integration may have two or more port groups,
one of which might be missing the MWI on and off extension settings.
1. In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port Group.
On the Search Port Groups page, select the name of the first port group for the SCCP integration.
2. On the Port Group Basics page, under Message Waiting Indicator Settings, in the MWI On Extension
field, confirm that the extension for turning on MWIs is entered. If the field is blank, enter the MWI On
extension.
3. In the MWI Off Extension field, confirm that the extension for turning off MWIs is entered. If the field
is blank, enter the MWI Off extension and select Save.
4. Select Next.
5. Repeat Step 2 through Step 3 for the remaining port groups in the SCCP integration.
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Delay for MWIs to Turn On or Off
No Message Count Sent on Phone When MWI is On
For Cisco Unified CM integrations, Unity Connection typically provides a message count when the user signs
in by phone. If the message count is not given, message counts have not been enabled for new messages or
for the type of new message that is in the user voice mailbox. For example, if message counts are enabled
only for voice messages, no message count is given when a new email or fax message arrives, even if the
MWI is on.
Enabling Message Counts for the Applicable New Messages
SUMMARY STEPS
1. In Cisco Unity Connection Administration, expand Users > and select Users. On the Search Users page,
select the alias of the applicable user.
2. On the Edit User Basics page, on the Edit menu, select Playback Message Settings.
3. On the Playback Message Settings page, under For New Messages, Play, check the applicable check
boxes:
4. Select Save.
DETAILED STEPS
Step 1 In Cisco Unity Connection Administration, expand Users > and select Users. On the Search Users page, select the alias
of the applicable user.
Step 2 On the Edit User Basics page, on the Edit menu, select Playback Message Settings.
Step 3 On the Playback Message Settings page, under For New Messages, Play, check the applicable check boxes:
• Message Count Totals—Unity Connection announces the total number of messages that are marked new, including
voice, email, and fax messages.
• Voice Message Counts—Unity Connection announces the total number of voice messages that are marked new.
• Email Message Counts—Unity Connection announces the total number of email messages that are marked new.
• Fax Message Counts—Unity Connection announces the total number of fax messages that are marked new.
• Receipt Message Counts—Unity Connection announces the total number of receipts that are marked new.
Step 4 Select Save.
Incorrect Message Count and False MWI Notification Sent on Phone
If a user gets MWI on and there is no new voice messages in the mailbox of the user. The user may get this
issue in the following scenarios:
Scenario 1:
Users may have same MWI Extension and different primary extension in a Phone System
If two or more users have different primary extension and same MWI extension within a Phone System, any
of the user will get false MWI notification and incorrect message count on the phone. For example, a user A
has primary extension and MWI extension as 1001 and another user B has primary extension 1002 and MWI
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No Message Count Sent on Phone When MWI is On
extension as 1001. If user B gets a new voice message, the MWI notification turns on for extension 1001,
which is the primary extension of the user A. Hence user A also gets MWI notification but there is no new
message in his mailbox.
To stop the false MWI notification on the phone, do the following:
• Execute the below command to identify the users having same MWI extension.
run cuc dbquery unitydirdb select u.alias, n.mwiextension from tbl_notificationmwi n
inner join vw_user u on n.subscriberobjectid=u.objectid where n.mwiextension='<Extension
on which user get false MWI notification>'
Example: If user gets false MWI notification on extension 1001, the command will be
run cuc dbquery unitydirdb select u.alias, n.mwiextension from tbl_notificationmwi n
inner join vw_user u on n.subscriberobjectid=u.objectid where n.mwiextension= 1001
• On the Search Users page of Cisco Unity Connection Administrator, check the primary extension of
the users that have same MWI extension.
The configuration is incorrect for the user, which have different primary and MWI extension. This causes
the false MWI notification on the phone.
• To change the MWI extension of the user, go to Edit User Basics page of that user and navigate Edit
> Message Waiting Indicators. In Extension field of Edit Message Waiting Indicators page, update
the correct extension for MWI notification.
Scenario 2
User may exist in different partition having same primary extension
If two or more users have same primary extension in different partition, one of the user will get the false MWI
notification on the phone. For example, a user A has primary as well as MWI extension as 1001 in partition
A and other user B also has same extension 1001 as primary and MWI extension in partition B. If user B gets
a new voice message, the MWI notification turns on for extension 1001, which is also the MWI extension of
user A. Hence user A gets false MWI notification on the phone.
To stop the false MWI notification in different partition, do the following:
• Execute the below command to get the list of extension numbers and number of users corresponding to
each extension (dtmfaccessid)
run cuc dbquery unitydirdb select first 10 dtmfaccessid,count(dtmfaccessid) from vw_user
group by dtmfaccessid order by count(dtmfaccessid) desc
• Execute the below command to get the alias of the users having same extension (dtmfaccessid)
run cuc dbquery unitydirdb select first 10 dtmfaccessid,count(dtmfaccessid),alias from
vw_user group by dtmfaccessid,alias order by count(dtmfaccessid)
• Check the Phone System associated with the users having same extension on Edit User Basics page of
the users.
• If the users have same Phone System then select the different Phone System for each user through Edit
User Basics page of Cisco Unity Connection Administrator.
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Incorrect Message Count and False MWI Notification Sent on Phone
CHAPTER 16
Troubleshooting Audio Quality
• Troubleshooting Audio Quality, on page 149
Troubleshooting Audio Quality
Troubleshoot Audio Quality Using Check Telephony Configuration Test
The Check Telephony Configuration test does not test IPv6 connectivity. (IPv6 is supported in Cisco Unity
Connection for Cisco Unified Communications Manager integrations.) The test confirms that Unity Connection
can communicate with the phone system using IPv4 addressing.
Note
Using the Check Telephony Configuration Test to Troubleshoot Audio Quality
Step 1 In Cisco Unity Connection Administration, in the Related Links box in the upper right corner of any Telephony Integrations
page, select Check Telephony Configuration and select Go.
If the test is not successful, the Task Execution Results displays one or more messages with troubleshooting steps. After
correcting the problems, run the test again.
Step 2 In the Task Execution Results window, select Close.
Problem with Choppy Audio
Use the troubleshooting information in this section if the audio you hear from Unity Connection is choppy.
Consider the following possible causes:
• The hard disk from which Unity Connection is playing a recording is full. To resolve the situation,
eliminate unnecessary files from the hard disk.
• The network Unity Connection to the Unity Connection server is not adequate. To resolve the situation,
improve the network Unity Connection.
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• The Unity Connection platform has a malfunctioning component. To resolve the situation, identify the
malfunctioning hardware component, then repair or replace it.
• Another process is using too much CPU time. To resolve the situation, stop the process and run it when
phone traffic is lighter.
• You can check if there are any VMware snapshots. If yes, remove the snapshots.
• Stratum of NTP should be less than 5. You can check the stratum using the utils ntp status command.
• Toggle the settings for Audio Normalization for Recordings and Messages and Noise Reduction Settings
on port group > Advanced Settings page.
Problem with Garbled Recordings
Use the troubleshooting information in this section if recordings sound garbled. See the following possible
scenarios:
• The audio stream sounded garbled when Unity Connection created the recording. See the Troubleshooting
a Garbled Audio Stream in the Network.
• The audio stream did not sound garbled when Unity Connection created the recording, but became garbled
later. See the Troubleshooting How Unity Connection Makes Recordings.
Troubleshooting a Garbled Audio Stream in the Network
When the audio stream is garbled when Unity Connection created the recording, use the following task list
to determine the cause and to resolve the problem.
Follow the tasks to troubleshoot a garbled audio stream in the network:
1. Confirm that the Unity Connection to the caller is clear. Calls that have bad PSTN connections or calls
from mobile phones may sometimes have garbled audio streams. Unity Connection cannot correct for a
garbled audio stream.
2. Determine whether the garbled audio stream is caused by problems with the network. Use network analysis
tools to do the following:
• Check for latency, packet loss, and so on.
• Search for devices on the network that are causing garbled audio streams. Some examples are routers,
gateways, transcoders, and gateways that are configured for one packet size (such as G.711 30ms)
while Unity Connection is configured for another packet size (such as G.711 20ms).
3. Determine whether the audio stream is garbled at the closest point to the Unity Connection server by
obtaining a sniffer capture at that point. If the audio stream from the sniffer capture is not garbled, Unity
Connection may not be handling the audio stream correctly. See the Troubleshooting How Unity Connection
Makes Recordings.
Troubleshooting How Unity Connection Makes Recordings
When the audio stream did not sound garbled when Unity Connection created the recording, but became
garbled later, use the following task list to determine the cause and to resolve the problem.
Follow the tasks to troubleshoot how Unity Connection makes recordings:
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Problem with Garbled Recordings
1. Enable the Media (Wave) Traces macro traces in Cisco Unity Connection Serviceability. For detailed
instructions on enabling the macro trace and viewing the trace logs, see the Using Diagnostic Traces for
Troubleshooting, on page 1.
2. Obtain a snapshot of CPU usage on the Unity Connection server using the CPU and Memory display in
the Real-Time Monitoring Tool (RTMT). For detailed information on using RTMT, see the applicable
Cisco Unified Real-Time Monitoring Tool Administration Guide at
http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.
3. Contact Cisco TAC.
Problem with Garbled Prompts on Phone
When Unity Connection prompts sound garbled or jittery when heard on the phone, use the following task
list to determine the cause and to resolve the problem.
Follow the tasks to troubleshoot garbled prompts on the phone:
1. Determine whether the audio stream is garbled at the closest point to the phone by obtaining a sniffer
capture at that point. If the audio stream from the sniffer capture is not garbled, the cause may be in the
network or with Unity Connection.
2. Determine whether the garbled audio stream is caused by problems with the network. Use network analysis
tools to do the following:
• Check for latency, packet loss, and so on.
• Search for devices on the network that are causing garbled audio streams. Some examples are routers,
gateways, transcoders, and gateways that are configured for one packet size (such as G.711 30ms)
while Unity Connection is configured for another packet size (such as G.711 20ms).
3. Determine whether the audio stream is garbled at the closest point to the Unity Connection server by
obtaining a sniffer capture at that point. If the audio stream from the sniffer capture is not garbled, Unity
Connection may not be handling the audio stream correctly.
4. Enable the Media (Wave) Traces macro traces in Cisco Unity Connection Serviceability. For detailed
instructions on enabling the macro trace and viewing the trace logs, see the Using Diagnostic Traces for
Troubleshooting, on page 1.
5. Obtain a snapshot of CPU usage on the Unity Connection server using the CPU and Memory display in
the Real-Time Monitoring Tool (RTMT). For detailed information on using RTMT, see the applicable
Cisco Unified Real-Time Monitoring Tool Administration Guide at
http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.
6. Contact Cisco TAC.
Problem with Volume of Recordings
Use the troubleshooting information in this section if the volume of recordings is too loud or too soft, or if
the recordings do not have any sound. Consider the following:
• Verify the audio level at each hardware point in the network by obtaining a sniffer capture at each point.
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Problem with Garbled Prompts on Phone
• If the audio level from the sniffer capture at one point is too soft or too loud, the cause may be the
configuration of the hardware (such as routers, gateways, transcoders) at that point. Check the
automatic gain control (AGC) settings for the applicable hardware.
• If the audio level from the sniffer capture at all points is too loud or too soft, see the Changing the
Volume for Unity Connection Recordings.
• Disable automatic gain control (AGC) for Unity Connection so that Unity Connection does not
automatically adjust the volume of recordings. See the Disabling Automatic Gain Control (AGC) for
Unity Connection.
• If the recordings do not have any sound, confirm that the advertised codec settings are correct. See the
Confirming the Advertised Codec Settings, on page 152.
Changing the Volume for Unity Connection Recordings
Step 1 In Cisco Unity Connection Administration, expand System Settings > and select General Configuration.
Step 2 On the Edit General Configuration page, in the Automatic Gain Control (AGC) Target Decibels field, enter the applicable
number and select Save.
AGC decibel levels are set in negative numbers. For example, –26 db is louder than –45 db.
Note
Disabling Automatic Gain Control (AGC) for Unity Connection
Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations > and select Port Group. On the Search
Port Groups page, select the name of the applicable port group.
Step 2 On the Port Group Basics page, in the Edit menu, select Advanced Settings.
Step 3 On the Edit Advanced Settings page, under Automatic Gain Control (AGC) Settings, uncheck the Enable AGC check
box and select Save.
Confirming the Advertised Codec Settings
Verifying the Advertised Codec Settings
Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations and select Port Group. On the Search Port
Groups page, select the name of the applicable port group.
Step 2 On the Port Group Basics page, under Advertised Codec Settings, determine whether the list of codecs is correct.
Step 3 If the list is correct, skip to Step 7. Otherwise, select Change Advertising.
Step 4 Select the Up and Down arrows to change the order of the codecs or to move codecs between the Advertised Codec box
and the Unadvertised Codecs box.
If only one codec is in the Advertised Codecs box, Unity Connection sends the audio stream in that audio format. If the
phone system does not use this audio format, the phone system drops the call.
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If two or more codecs are in the Advertised Codecs box, Unity Connection advertises its preference for the first codec
in the list but sends the audio stream in the audio format from the list that the phone system selects.
Step 5 Select Save.
Step 6 On the Edit menu, select Port Group Basics.
Step 7 On the Search Port Groups page, if you want to change the packet size that is used by the advertised codecs, under
Advertised Codec Settings, select the applicable packet setting for each codec and select Save.
Using Traces to Troubleshoot Audio Quality Issues
You can use traces to troubleshoot audio quality issues. For detailed instructions on enabling the applicable
traces and viewing the trace logs, see the Using Diagnostic Traces for Troubleshooting, on page 1.
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Using Traces to Troubleshoot Audio Quality Issues
CHAPTER 17
Troubleshooting Notification Devices
• Troubleshooting Notification Devices, on page 155
Troubleshooting Notification Devices
Overview
Cisco Unity Connection can be configured to call a phone or pager or send text or SMS messages to notify
users of new messages and calendar events. See the following sections for information on troubleshooting
problems with notification devices:
Message Notifications through Phones is Slow for Multiple Users
When message notification through phones is slow for multiple users, use the following task list to determine
the cause and to resolve the problem.
Following are the tasks to troubleshoot slow message notifications through phones for multiple users:
1. Confirm that ports are not too busy to handle message notification. See the Ports Too Busy to Make
Notification Calls Promptly.
2. Confirm that there are enough ports assigned to message notification. See the Not Enough Ports Set for
Message Notification Only.
3. Confirm that the phone system sends calls to ports that are set to answer calls. See the Confirm that Phone
System Sends Calls to the Ports Set to Answer Calls.
Ports Too Busy to Make Notification Calls Promptly
When the ports that make notification calls are also set to perform other operations, they may be too busy to
make notification calls promptly. You can improve notification performance by dedicating a small number
of ports to exclusively make notification calls.
Systems that handle a large volume of calls may require additional ports to improve notification performance.
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Reviewing Port Configuration for Message Notification
Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port.
Step 2 On the Search Ports page, review the existing port configuration and determine whether one or more ports can be set to
dial out for message notification only.
Not Enough Ports Set for Message Notification Only
When a small number of ports are set to make notification calls and Unity Connection takes a lot of messages,
the notification ports may not always be able to dial out promptly.
If the percentage of ports used for dialing out for message notification exceeds 70 percent usage during peak
periods, review the existing port configuration and determine whether more ports can be set to dial out for
message notification only.
If the percentage of ports used for dialing out for message notification does not exceed 70 percent usage during
peak periods, the number of notification ports is adequate. Contact Cisco TAC to resolve the problem.
Determining if Number of Message Notification Ports is Adequate
Step 1 In Cisco Unity Connection Serviceability, expand Tools and select Reports.
Step 2 On the Serviceability Reports page, select Port Activity Report.
Step 3 On the Port Activity Report page, select the applicable file format for the report output.
Step 4 Set a date range by selecting the beginning and ending month, day, year, and time.
Step 5 Select Generate Report.
Step 6 View the report output, depending on the file format that you chose in Step 3.
Step 7 If the port usage during peak periods does not exceed 70 percent, the number of message waiting indication ports is
adequate. Skip the remaining steps in this procedure.
If the port usage during peak periods exceeds 70 percent, in Cisco Unity Connection Administration, expand Telephony
Integrations, then select Port.
Step 8 On the Search Ports page, review the existing port configuration and determine whether more ports can be set to dial out
for message notification only.
Confirm that Phone System Sends Calls to the Ports Set to Answer Calls
If the phone system is programmed to send calls to a port on Unity Connection that is not configured to answer
calls, it is possible for a call collision to occur, which can freeze the port.
Confirming That Calls Are Being Sent to the Correct Cisco Unity Connection Ports
Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations > and select Port.
Step 2 In the phone system programming, confirm that calls are only being sent to ports set to answer calls. Change the phone
system programming if necessary.
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Reviewing Port Configuration for Message Notification
Step 3 If you make a change to the phone system programming, in Cisco Unity Connection Administration, select the display
name of the port that you changed in Step 2.
Step 4 On the Port Basics page, under Phone System Port, select Restart.
Step 5 When prompted that restarting the port terminates any call that the port is currently handling, select OK.
Step 6 Repeat Step 3 through Step 5 for all remaining ports that you changed in Step 2.
Message Notification Slow for a User
There are several possible reasons that message notification may appear to be slow for a user. Use the following
task list to troubleshoot the possible causes:
1. The user settings may not be adequate for the needs of the user. See the Message Notification Setup is
Inadequate.
2. The user settings may need adjustment to more correctly map to the work schedule of the user. See the
Notification Attempts are Missed.
3. The user may not clearly understand how repeat notifications are handled by Cisco Unity Connection.
See the Repeat Notification Option is Misunderstood.
Message Notification Setup is Inadequate
When a user complains that notification calls are not being received when expected, the problem may be with
the notification settings.
Determining Whether Notification Setup is Adequate
Step 1 In Cisco Unity Connection Administration, expand Users, then select Users. On the Search Users page, in the Search
Results table, select the alias of the applicable user.
Step 2 On the Edit User Basics page, on the Edit menu, select Notification Devices.
Step 3 On the Notification Devices page, select the display name of the correct notification device.
Step 4 On the Edit Notification Device page, confirm that the notification device is configured to meet the needs of the user. If
the user has selected a very busy phone for Unity Connection to call, ask the user if there is an alternate device to use for
message notification.
Step 5 In the Related Links list, select Edit Notification Device Details, and select Go. Verify with the user that the notification
schedule that is specified on the Cisco Personal Communications Assistant page is consistent with the days and times
that the user is available to receive notification calls.
Notification Attempts are Missed
A user who is frequently away from or busy using a notification device (especially when the device is a phone)
may repeatedly miss notification attempts. To the user, it appears that Cisco Unity Connection has delayed
message notification.
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Message Notification Slow for a User
Resolving Missed Notification Attempts
Step 1 In Cisco Unity Connection Administration, expand Users, then select Users. On the Search Users page, in the Search
Results table, select the alias of the applicable user.
Step 2 On the Edit User Basics page, on the Edit menu, select Notification Devices.
Step 3 On the Notification Devices page, select the display name of the correct notification device.
Step 4 On the Edit Notification Device page, check the Repeat Notification If There Are Still New Messages check box.
Step 5 If the user has another notification device available, for On Notification Failure, select Send To, and select the device.
Because Unity Connection does not detect notification failure for SMTP devices, the On Notification Failure
field is not available for notification devices of this type.
Note
Step 6 For phone or pager notification devices, in the Busy Retry Limit and RNA Retry Limit fields, increase the numbers so
that Unity Connection makes more notification calls when the device does not answer or is busy.
Step 7 For phone or pager notification devices, in the Busy Retry Interval and RNA Retry Interval fields, decrease the numbers
so that Unity Connection makes notification calls more often when the device does not answer or is busy.
Step 8 Select Save.
Step 9 If you chose another device in Step 5, do the following sub-steps:
a) On the Edit User Basics page, on the Edit menu, select Notification Devices.
b) On the Notification Devices page, select the display name of the correct notification device.
c) On the Edit Notification Device page, enter settings for the additional device and select Save.
Step 10 For phone notification devices, suggest that the user set up an answering machine for the notification phone, so that
notification calls are received even when the user is unavailable.
When Unity Connection is set to call a phone that has an answering machine, verify with the user that the answering
machine greeting is short enough so that the machine starts recording before the notification message is repeated.
Repeat Notification Option is Misunderstood
Setting Unity Connection to repeat notification at a particular interval when there are still new messages can
be useful for users who receive a lot of messages but who do not need immediate notification. However, when
a user chooses not to have Unity Connection restart notification each time a new message arrives, setting a
long interval between repeat notification calls may lead the user to believe that Unity Connection is delaying
notification.
Resolving a Repeat Notification Problem
Step 1 In Cisco Unity Connection Administration, expand Users, then select Users. On the Search Users page, in the Search
Results table, select the alias of the applicable user.
Step 2 On the Edit User Basics page, on the Edit menu, select Notification Devices.
Step 3 On the Notification Devices page, select the display name of the correct notification device.
Step 4 On the Edit Notification Device page, in the Notification Repeat Interval box, set a shorter interval, such as 15 minutes
and select Save.
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Resolving Missed Notification Attempts
Message Notification Not Working at All
There are several possible reasons that message notification may not work at all for a user or group of users.
Use the following task list to troubleshoot the possible causes:
• For all types of notification device: Confirm that the notification device is enabled and that the
notification schedule is set correctly. See the Notification Device Disabled or the Schedule Inactive.
Confirm that message notification is enabled for the correct types of messages. See the Only Certain Types
of Messages Set to Trigger Notification.
• For phone or pager notification devices: Confirm that the message notification phone number is correct
and that it includes the access code for an external line if notification is to an external phone. See the
Notification Number Incorrect or Access Code for an External Line Missing (Phone and Pager Notification
Devices Only).
Confirm that the notification device is assigned to the correct phone system. See the Message Notification
Not Working at All, on page 159 section.
• For SMS notification devices: See the SMS Notifications Not Working for additional troubleshooting
steps.
• For SMTP notification devices: See the SMTP Message Notification Not Working at All for Multiple
Users for additional troubleshooting steps.
Notification Device Disabled or the Schedule Inactive
When you are troubleshooting message notifications, start by confirming that the device is enabled, and that
the notification schedule for the device is currently active.
Verifying a Device Status and Schedule
Step 1 In Cisco Unity Connection Administration, expand Users, then select Users. On the Search Users page, in the Search
Results table, select the alias of the applicable user.
Step 2 On the Edit User Basics page, on the Edit menu, select Notification Devices.
Step 3 On the Notification Devices page, select the display name of the correct notification device.
Step 4 On the Edit Notification Device page, confirm that the Enabled check box is checked.
Step 5 In the Related Links list, select Edit Notification Device Details, and select Go. Verify with the user that the notification
schedule that is specified on the Cisco Personal Communications Assistant page is consistent with the days and times
that the user is available to receive notification calls.
Only Certain Types of Messages Set to Trigger Notification
Unity Connection can be set so that a user is notified only of certain types of messages. For example, if user
notification is set up only for urgent voice messages, regular voice messages do not trigger the notification
device.
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Message Notification Not Working at All
Changing the Message Types That Trigger a Notification Device
Step 1 In Cisco Unity Connection Administration, expand Users, then select Users. On the Search Users page, in the Search
Results table, select the alias of the applicable user.
Step 2 On the Edit User Basics page, on the Edit menu, select Notification Devices.
Step 3 On the Notification Devices page, select the display name of the correct notification device.
Step 4 On the Edit Notification Device page, under Notification Rule Events, verify the selected message types with the user.
Notification Number Incorrect or Access Code for an External Line Missing (Phone and Pager
Notification Devices Only)
If notifications to a phone or pager are not working at all, the user may have entered a wrong phone number
for Unity Connection to call.
To place an external call, a user usually must dial an access code (for example, 9) to get an external line. When
the phone system requires an access code, an external message notification phone number set in Unity
Connection must include the access code.
In addition, some phone systems may require a brief pause between dialing the access code and being connected
to an external line.
Verifying the Device Phone Number and Access Code for a Phone or Pager Notification Device
Step 1 In Cisco Unity Connection Administration, expand Users, then select Users. On the Search Users page, in the Search
Results table, select the alias of the applicable user.
Step 2 On the Edit User Basics page, on the Edit menu, select Notification Devices.
Step 3 On the Notification Devices page, select the display name of the correct notification device.
Step 4 On the Edit Notification Device page, under Phone Settings, confirm that the correct access code and phone number are
entered in the Phone Number field for the device.
If the phone system requires a pause, enter two commas between the access code and the phone number (for example,
9,,5551234).
Testing a Phone or Pager Notification Device
If the notification device is a home phone or another phone away from the office, ask the user to have someone
available to answer the phone during the test.
1. Confirm that the notification device is on.
2. Set up a test phone (Phone 1) for single-line testing. Use a line connected to a port that is set to dial out
for message notification.
3. On Phone 1, dial the notification number set in Unity Connection for the device.
If the pager is activated or the phone rings, you have confirmed that Unity Connection can call the device.
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Changing the Message Types That Trigger a Notification Device
If the pager is not activated or the phone does not ring, there may be a problem with the device. Consult the
documentation from the device manufacturer, or ask the user to obtain a different notification device and
repeat the test.
If the notification device is a mobile phone or pager, ask the user to have it available for the test.
Notification Device Phone System Assignment Incorrect (Phone and Pager Notification Devices Only)
Verifying Notification Device Phone System Assignment
SUMMARY STEPS
1. In Cisco Unity Connection Administration, expand Users, then select Users. On the Search Users page,
in the Search Results table, select the alias of the applicable user.
2. On the Edit User Basics page, on the Edit menu, select Notification Devices.
3. On the Notification Devices page, select the display name of the correct notification device.
4. On the Edit Notification Device page, under Phone Settings, note the phone system that is specified in
the Phone System field.
5. In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port.
6. On the Search Ports page, confirm that the phone system assigned to the notification device has at least
one port designated for message notification. Correct the port settings if necessary.
DETAILED STEPS
Step 1 In Cisco Unity Connection Administration, expand Users, then select Users. On the Search Users page, in the Search
Results table, select the alias of the applicable user.
Step 2 On the Edit User Basics page, on the Edit menu, select Notification Devices.
Step 3 On the Notification Devices page, select the display name of the correct notification device.
Step 4 On the Edit Notification Device page, under Phone Settings, note the phone system that is specified in the Phone System
field.
Step 5 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port.
Step 6 On the Search Ports page, confirm that the phone system assigned to the notification device has at least one port designated
for message notification. Correct the port settings if necessary.
SMS Notifications Not Working
If SMS notifications are not working, in Cisco Unity Connection Administration, check the settings on the
System Settings > Advanced > SMPP Providers > Edit SMPP Provider page to confirm that the settings match
the settings specified by the provider.
If settings on the Edit SMPP Provider page are correct, enable the SMS Device (level 30) micro trace to collect
trace information that helps you troubleshoot the problem. For detailed instructions on enabling and collecting
diagnostic traces, see the “Diagnostic Traces” chapter.
Common error codes and explanations for SMS problems are listed in the following table:
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Notification Device Phone System Assignment Incorrect (Phone and Pager Notification Devices Only)
Unity Connection was unable to connect to the SMPP
provider.
SmppConnect failed
Unity Connection was unable to sign in to the SMPP
provider.
SmppBindTransmitter failed
Unity Connection was unable to submit the SMS
message to the SMPP provider.
SmppSubmitSm failed
SMTP Message Notification Not Working at All for Multiple Users
If SMTP notifications are not working, in Cisco Unity Connection Administration, check the System Settings >
SMTP Configuration > Smart Host page to confirm that a smart host is configured. To enable Unity Connection
to send text message notifications using SMTP, your Unity Connection server must be configured to relay
messages through a smart host.
If a smart host is already configured on the Smart Host page, note the IP address or host name of the smart
host and check to make sure that this smart host is configured to accept messages from the Unity Connection
server.
If the smart host settings are configured correctly, you can use traces to track whether the SMTP notification
messages are being sent by the Unity Connection server. The default SMTP micro traces (levels 10, 11, 12
and 13) indicate if there is a permanent problem with delivery of a notification message to the smart host. The
SMTP micro trace level 18 (Network Messages) shows the details if the notification message is delivered to
the smart host. For detailed instructions on enabling and collecting diagnostic traces, see the “Diagnostic
Traces” chapter.
HTML Notifications Not Working
If HTML notifications are not working, in Cisco Unity Connection Administration, check the HTML notification
device under User > Edit > Notification Devices page is enabled and valid email address is added.
Also, verify that SMTP smart host is configured on Unity Connection Administration page and the Connection
SMTP Server and Connection Notifier services are up and running.
HTML Summary Notification Not Working
If HTML Summary notifications are not working, verify that the correct template for Summary Notification
is used under User > Edit > Notification Devices page on Connection Administration page. If the correct
template is used, verify that valid <VOICE_MESSAGE_SUMMARY> tags are present inside the notification
template with valid replaceable parameters are used inside the <VOICE_MESSAGE_SUMMARY> tags. For
more information on missed call notification templates, see the Notifications chapter of System Administration
Guide for Cisco Unity Connection Release 12.x at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/administration/guide/b_12xcucsag.html
Message Notifications Function Intermittently
A possible cause for notification devices (such as phones, pagers, SMTP, and SMS) to function intermittently
is that the schedule for the notification device for the user is not active during the time in question.
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SMTP Message Notification Not Working at All for Multiple Users
To correct the problem, edit the schedules of the notification devices for the user so that the notification devices
are active when the user wants message notifications delivered. You must sign in to the user account in the
Cisco Personal Communications Assistant (PCA) to modify the schedule for notification devices.
Cisco Unity Connection Administration does not expose schedules for notification devices. From the
Notification Device page for the user in Unity Connection Administration, you can navigate to the Cisco PCA
page for the user by selecting the Edit Notification Device Details link in the Related Links list.
For details on using the Cisco PCA, see the User Guide for the Cisco Unity Connection Messaging Assistant
Web Tool (Release 12.x) at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/user/guide/assistant/b_12xcucugasst.html.
Notification Devices Added in Unity Connection Administration Triggered at
All Hours
When a notification device is added for a user in Cisco Unity Connection Administration, by default, the
device is active at all times. If a user is receiving notifications at unexpected times, you can modify the
notification device schedule to prevent this. You must sign in to the user account in the Cisco Personal
Communications Assistant (PCA) to modify the schedule for notification devices.
Unity Connection Administration does not expose schedules for notification devices. From the Notification
Device page for the user in Unity Connection Administration, you can navigate to the Cisco PCA page for
the user by selecting the Edit Notification Device Details link in the Related Links list.
For details on using the Cisco PCA, see the User Guide for the Cisco Unity Connection Messaging Assistant
Web Tool (Release 12.x) at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/user/guide/assistant/b_12xcucugasst.html.
Message Notification Received When No Unread Messages
When users are members of a distribution list that is the recipient of a call handler that is configured to mark
messages for dispatch delivery, it is possible for a user to receive a message notification for a message that
no longer appears in the user inbox when he or she attempts to access it. This can happen because another
member of the distribution list has accepted the message between the time that the notification was sent and
the time that the user tries to listen to the message.
When configuring message notification rules to include dispatch messages, make users aware that by the time
they receive the notification and call in to retrieve the message, it may be gone from their mailboxes because
another user has already accepted the message.
For more information on dispatch messages, see the “Dispatch Messages” section in the “Messaging” chapter
of the System Administration Guide for Cisco Unity Connection Release 12.x, available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/administration/guide/b_12xcucsag.html.
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Message Notification Received When No Unread Messages
CHAPTER 18
Troubleshooting Comet Notifications over SSL
• Troubleshooting Comet Notifications over SSL, on page 165
Troubleshooting Comet Notifications over SSL
Unable to Send Comet Notification over SSL
Make sure of the following if Unity Connection is unable to send comet notifications over SSL:
• User workstations are establishing connection on 7443 port.
• Firewall is not blocking the traffic on 7443 port.
• The show cuc jetty ssl status command is executed on both the primary and secondary nodes and the
SSL mode is enabled.
• Connection Jetty service is restarted on both the primary and secondary servers.
For more information, see:
• The “Service Ports” section of the “IP Communications Required by Cisco Unity Connection” in the
Security Guide for Cisco Unity Connection, Release 12.x, available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/security/b_12xcucsecx.html
• The Command Line Interface Guide for Cisco Unified Communications Solutions, Release 12.0(1),
available at
https://www.cisco.com/c/en/us/support/unified-communications/unity-connection/products-maintenance-guides-list.html.
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Troubleshooting Comet Notifications over SSL
Unable to Send Comet Notification over SSL
CHAPTER 19
Troubleshooting a Cisco Unity Connection Cluster
Configuration
• Troubleshooting a Cisco Unity Connection Cluster Configuration, on page 167
TroubleshootingaCiscoUnityConnectionClusterConfiguration
One Server Stops Functioning and the Other Server is Not Handling Calls
When one Unity Connection server in a Unity Connection cluster is not functioning (for example, when the
subscriber server is undergoing maintenance) and the remaining server does not answer calls or send MWI
requests, use the following task list to determine the cause and to resolve the problem.
Following are the tasks to troubleshoot when one server stops functioning and the other server is not handling
calls:
1. Verify the status of the voice messaging ports in Cisco Unity Connection Serviceability. See the Verifying
the Status of the Voice Messaging Ports.
2. Verify the voice messaging port assignments for the phone system integration. See the Verifying the Voice
Messaging Ports Assignments for Phone System Integration.
3. For SCCP integrations, confirm that the voice messaging ports are registered with the Cisco Unified CM
server. See the Confirming that Voice Messaging Ports are Registered (SCCP Integrations Only).
4. Enable the SRM micro trace (all levels) in Cisco Unity Connection Serviceability. For detailed instructions
on enabling the micro trace and viewing the trace logs, see the Using Diagnostic Traces for Troubleshooting,
on page 1section.
The Cisco Unity Connection cluster feature is not supported for use with Cisco Business Edition. Requirements
for the Unity Connection cluster feature are available in the “Requirements for a Unity Connection Cluster”
section in the System Requirements for Cisco Unity Connection Release 12.x, available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/requirements/b_12xcucsysreqs.html.
Note
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Verifying the Status of the Voice Messaging Ports
Step 1 In Cisco Unity Connection Serviceability, on the Tools menu, select Cluster Management.
Step 2 On the Cluster Management page under Port Manager, verify the following for the server that should be handling calls:
• In the Total Ports column, the number of ports that is listed is correct.
• In the Change Port Status column, the Stop Taking Calls button appears. If the Take Calls button appears, select
Take Calls.
Verifying the Voice Messaging Ports Assignments for Phone System Integration
Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Phone System.
Step 2 In the Related Links list, select Check Telephony Integration and select Go.
The Task Execution Results displays one or more messages with troubleshooting steps.
Step 3 Follow the steps for correcting the problems.
Step 4 Repeat Step 2 through Step 3 until the Task Execution Results displays no problems.
Confirming that Voice Messaging Ports are Registered (SCCP Integrations Only)
Step 1 In Cisco Unified CM Administration, on the Voice Mail menu, select Voice Mail Port.
Step 2 On the Find and List Voice Mail Ports page, select Find.
Step 3 In the Status column, confirm that all ports show the status of “Registered with <server name.”
Both Servers Attain Primary Server Status
Use the troubleshooting information in this section if both servers in the Unity Connection cluster have Primary
server status (a “split brain” condition). See the following possible causes:
• The network is not functioning or is preventing the publisher and subscriber servers from communicating
with each other.
The solution is to restore the network Unity Connection so that the publisher and subscriber servers can
communicate.
• The host name for the subscriber server was changed and is not entered correctly on the System Settings >
Cluster page of the publisher server.
The solution is to enter the correct host name of the subscriber server on the System Settings > Cluster page
of the publisher server.
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Troubleshooting a Cisco Unity Connection Cluster Configuration
Verifying the Status of the Voice Messaging Ports
Unity Connection Cluster Not Functioning Correctly
When a Unity Connection cluster is not functioning correctly (for example, server status does not change
when expected), use the following task list to determine the cause and to resolve the problem. Do the tasks
in the order presented until the problem is resolved:
1. Confirm that the applicable services are running on the server with primary server status. See the Confirming
that Applicable Services are Running on the Server with Primary Server Status.
2. Confirm that the applicable services are running on both servers. See the Confirming that Applicable
Services are Running on Both Servers.
3. Use traces to troubleshoot the Unity Connection cluster. For detailed instructions on enabling the applicable
traces and viewing the trace logs, see the Traces in Cisco Unity Connection Serviceability, on page 1.
Confirming that Applicable Services are Running on the Server with Primary Server Status
Step 1 In Cisco Unity Connection Serviceability, on the Tools menu, select Service Management.
Step 2 On the Control Center - Feature Services page, under Critical Services, confirm that the following services have the
Started service status:
• Connection Message Transfer Agent
• Connection Notifier
Step 3 If the services have the Stopped service status, select Start.
Confirming that Applicable Services are Running on Both Servers
Step 1 In Cisco Unity Connection Serviceability, on the Tools menu, select Service Management.
Step 2 On the Control Center - Feature Services page, under Status Only Services, confirm that the Unity Connection Server
Role Manager service has the Started service status.
The services in the Status Only Services section cannot be started in Cisco Unity Connection Serviceability. You must
use the command line interface (CLI) to start or stop these services. For information on the CLI, see the Command Line
Interface Reference Guide for Cisco Unified Communications Solutions Release 12.0(1) at
https://www.cisco.com/c/en/us/support/unified-communications/unity-connection/products-maintenance-guides-list.html.
Step 3 Under Critical Services, check the service status for the following services:
• Connection Conversation Manager
• Connection Mixer
If the services have the Started service status, skip to Step 4. If the services have the Stopped service status, select Start.
Step 4 Under Base Services, check the service status for the Unity Connection DB Event Publisher service.
If the service has the Started service status, skip to Step 5. If the service has the Stopped service status, select Start.
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Troubleshooting a Cisco Unity Connection Cluster Configuration
Unity Connection Cluster Not Functioning Correctly
Step 5 Under Optional Services, check the service status for the following services:
• Connection File Syncer
• Connection IMAP Server
• Connection SMTP Server
If the service has the Stopped service status, select Start.
Server Cannot be Added to the Unity Connection Cluster
Use the troubleshooting information in this section if the Add New button is disabled on the System Settings >
Cluster page so that you cannot add a server to the Unity Connection cluster. See the following possible
reasons why the Unity Connection cluster feature is not available:
• Unity Connection is installed as Cisco Business Edition, which does not support the Unity Connection
cluster feature. See the “Requirements for a Unity Connection Cluster” section in the System Requirements
for Cisco Unity Connection Release 12.x, available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/requirements/b_12xcucsysreqs.html.
• The size of the hard disc on the publisher server is inadequate for supporting the Unity Connection cluster
feature. Both servers in a Unity Connection cluster must meet the specifications in the Cisco Unity
Connection Supported Platforms List, Release 12.x, at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/supported_platforms/b_12xcucspl.html.
• The number of servers in the Unity Connection cluster is the maximum that is supported. No more servers
can be added to the Unity Connection cluster. For information on replacing Unity Connection servers in
a Unity Connection cluster, see the “Replacing the Non Functional Server” section of “Maintaining
Cisco Unity Connection Server” of the Install, Upgrade, and Maintenance Guide for Cisco Unity
Connection, Release 12.x, available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/install_upgrade/guide/b_12xcuciumg.html.
Cannot Access Alert Logs When the Publisher Server Stops Functioning
When the publisher server is not functioning and you cannot access the alert logs from the subscriber server,
you must specify the subscriber server as the failover collector.
Enabling the Subscriber Server to Access the Alert Logs When the Publisher Server Stops
Functioning
Step 1 On the publisher server, in Cisco Unity Connection Administration, expand System Settings, then select Service
Parameters.
Step 2 On the Service Parameters page, in the Server field, select the publisher server.
Step 3 In the Service field, select Cisco AMC Service.
Step 4 In the Failover Collector field, select the subscriber server.
Step 5 Select Save.
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Server Cannot be Added to the Unity Connection Cluster
Step 6 In Cisco Unified Serviceability, in the Tools menu, select Control Center - Network Services.
Step 7 In the Server field, select the subscriber server and select Go.
Step 8 Under Performance and Monitoring, select Cisco AMC Service and select Restart.
Step 9 When prompted to confirm that you want to restart the service, select OK.
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Troubleshooting a Cisco Unity Connection Cluster Configuration
Enabling the Subscriber Server to Access the Alert Logs When the Publisher Server Stops Functioning
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Troubleshooting a Cisco Unity Connection Cluster Configuration
Enabling the Subscriber Server to Access the Alert Logs When the Publisher Server Stops Functioning
CHAPTER 20
Troubleshooting Licensing
• Troubleshooting Licensing, on page 173
Troubleshooting Licensing
Troubleshooting Cisco Smart Software Licensing
This chapter explains various problems that may occur while using Cisco Smart Software Licensing in Unity
connection with the resolution. To use Smart Licensing in Cisco Unity Connection, you must register the
product with Cisco Smart Software Manager (CSSM) or Cisco Smart Software Manager satellite.
Following issues may occur while configuring or using Cisco Smart Software Licensing in Unity Connection:
• Registration, Reregistration, Renew Authorization, Renew Registration or Deregistration Failed
with "Communication Timeout - Will Reattempt Automatically" error message.
If you get the "Communication Timeout - Will Reattempt Automatically" error message while performing
the Registration, Reregistration, Renew Authorization, Renew Registration or Deregistration, verify the
following:
• Make sure you have entered a valid URL or proxy server on Transport Settings window to
communicate with CSSM or satellite.
• Make sure "Connection Smart License Manager Server" service is up and running.
• Make sure the CSSM server is reachable.
• Registration or Reregistration Failed with "The Product Instance Registration Token you entered
is invalid or has expired. Ensure that you have pasted the entire token and that the token has not
expired." error message.
If you get the "The Product Instance Registration Token you entered is invalid or has expired. Ensure
that you have pasted the entire token and that the token has not expired." error message while registering
or reregistering the Unity Connection with CSSM or satellite, verify the following:
• Make sure you have entered a valid token to register the product with CSSM or satellite.
• When you reregister the Unity Connection with CSSM or satellite using wrong or expired token,
the reregistration failed and the previous state of the product is changed. In this case, a warning sign
with "The last attempt to renew Smart Software Licensing registration failed for the following
reason: The Product Instance Registration Token you entered is invalid or has expired. Ensure that
you have pasted the entire token and that the token has not expired." error message appears in the
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Registration Status and License Authorization Status field on the Licenses page of Cisco Unity
Connection Administration.
To resolve this issue, you must perform the Renew Registration Now and Renew Authorization
Now actions on the Licenses page to get back the Unity Connection in the previous state.
SpeechView Services are Not Working
If the SpeechView services are not working on Unity Connection, confirm whether the Unity Connection is
registered with CSSM or satellite and the required licenses for SpeechView are obtained on Unity Connection.
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Troubleshooting Licensing
SpeechView Services are Not Working
CHAPTER 21
Troubleshooting Voice Recognition
• Troubleshooting Voice Recognition, on page 175
Troubleshooting Voice Recognition
Users Hear the Phone Keypad Conversation Instead of Voice-Recognition
Conversation
Use the following questions to determine the source of the problem and to correct it:
1. Does this problem occur for all users whose accounts are configured for voice recognition? If yes, do the
following:
Confirm that the class of service (COS) is configured to enable voice recognition. On the Edit Class of
Service page, under Licensed Features, check the Allow Access to Advanced Features check box and
then check the Allow Users to Use Voice Recognition check box.
Confirm that the affected users are associated with the correct COS.
2. Does this problem occur only for a single user whose account is configured for voice recognition? If yes,
do the following:
Confirm that the affected user is associated with the correct class of service.
Confirm that the phone menu input style is set to voice recognition. The input style can be set either in
the Messaging Assistant web tool or in Cisco Unity Connection Administration.
3. Do users hear a prompt indicating that voice-recognition services are not available when they first sign
in?
If so, see the Error Prompt: There Are Not Enough Voice-Recognition Resources, on page 176 .
1. Is the correct codec being used?
Voice recognition does not work if the Unity Connection server or the phone system is using G.729a, if the
G.729a prompts are installed, or if greetings and names were recorded in an audio format other than G.711
Mu-Law.
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Error Prompt: There Are Not Enough Voice-Recognition Resources
When a user hears the error prompt “There are not enough voice-recognition resources at this time. You need
to use the standard touchtones for the duration of this call,” do the following:
1. Confirm that the Connection Voice Recognizer service is running on the Tools > Service Management
page in Cisco Unity Connection Serviceability.
For information on Cisco Unity Connection Serviceability, see the Administration Guide for Cisco Unity
Connection Serviceability Release 12.x, at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/serv_administration/b_12xcucservag.html.
Note
2. Check the Unity Connection license on the System Settings > Licenses page in Cisco Unity Connection
Administration. It may be that all licensed voice-recognition sessions are being used. If users report that
the error occurs frequently, it is likely that voice-recognition usage has outgrown current licensing capacity
on your Unity Connection server.
3. Check for errors generated by the Unity Connection Voice Recognizer service. You can use the Real-Time
Monitoring Tool (RTMT) to view errors in the diagnostic logs that are generated with the default traces
turned on. The trace log filenames are in the format diag_NSSserver_*.uc.
For information on RTMT, see the applicable Cisco Unified Real-Time Monitoring Tool Administration Guide
at
https://www.cisco.com/c/en/us/support/unified-communications/unity-connection/products-maintenance-guides-list.html.
Note
Voice Commands Recognized But Names Not Recognized
When administrators add or change names on the Unity Connection system, the names are not recognized by
the voice-recognition conversation until they are compiled in the grammars. The timing of the grammar
compilation can therefore affect name recognition. In other cases, there may be a search scope problem, or
the names may not be pronounced the way they are spelled. Use the following troubleshooting steps to
determine the source of problem and to correct it:
• Check to make sure that the name is found in the search scope of the user or directory handler, depending
on where the recognition problem occurs. The search scope of a user who has signed in is defined on the
User Basics page in Cisco Unity Connection Administration. The search scope of a directory handler is
defined on the Edit Directory Handler Basics page.
• Check the Voice Recognition Update schedule on the System Settings > Schedules page in
Connection Administration; if names have been added during inactive periods in this schedule, they are
not recognized until the schedule is active, at which time Unity Connection automatically updates the
name grammars.
• Make sure the Unity Connection Voice Recognition Transport service is running on the Tools > Service
Management page in Cisco Unity Connection Serviceability.
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Troubleshooting Voice Recognition
Error Prompt: There Are Not Enough Voice-Recognition Resources
For information on Cisco Unity Connection Serviceability, see the Administration
Guide for Cisco Unity Connection Serviceability Release 12.x, at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/serv_administration/b_12xcucservag.html.
Note
• Check the Tools > Grammar Statistics page in Cisco Unity Connection Administration to see if a grammar
has updates pending. To force an update when a grammar says that updates are pending but does not say
it is rebuilding, select the Rebuild Grammars button.
• If the problem occurs in a voice-enabled directory handler, try adjusting the Speech Confidence Threshold
setting for the directory handler. A lower speech confidence threshold level results in more matches when
callers say names, but when callers say digits, extraneous extension matches are returned. A higher speech
confidence threshold level results in more precise extension matching, but fewer name matches.
• If the voice-recognition system is having trouble understanding how a particular name is pronounced,
consider adding nicknames or alternate names. You can use both of these features to add different
pronunciations for names that are not pronounced the way they look. (For example, if a username is Janet
but is pronounced Jah-nay, you could add the pronunciation “Jahnay” as an alternate name or nickname.)
Voice Commands Not Recognized
When users encounter issues with poor recognition of voice commands, the problem may stem from many
sources—the wrong command being used, issues with pronunciation or foreign accent recognition, a poor
phone Unity Connection, jitter in the network, and so on. Use the following troubleshooting steps to narrow
down the source of the problem and to correct it:
1. Determine the nature of the problem.
If the user is having a problem with a single command, see the “Voice Commands” section in the “Phone
Menus and Voice Commands” chapter of the User Guide for the Cisco Unity Connection Phone Interface
(Release 12.x) for a table of preferred voice commands. (The guide is available at https://www.cisco.com/
c/en/us/td/docs/voice_ip_comm/connection/12x/user/guide/phone/b_12xcucugphone.html.) Although the
voice-recognition grammar files contain many synonyms for the preferred commands, it is not possible
for them to contain every word or phrase a user might say. For the best performance, encourage users to
use the preferred commands.
If the user is having a problem with Unity Connection taking unintended actions without prompting for
confirmation, or if Unity Connection is prompting for confirmation too frequently, check the Voice
Recognition Confirmation Confidence Threshold setting. See the Checking the Voice Recognition
Confirmation Confidence Setting.
2. Try to reproduce the problem while running the Remote Port Status Monitor to determine which voice
commands as per Unity Connection are being uttered. See the Using the Remote Port Status Monitor.
3. Capture and listen to user utterance files to determine if the problem is related to audio quality or accent
recognition. See the Using the Utterance Capture Trace to Review User Utterances.
4. Enable diagnostic traces and try to reproduce the problem. See the Using Diagnostic Traces for Voice
Recognition.
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Troubleshooting Voice Recognition
Voice Commands Not Recognized
Checking the Voice Recognition Confirmation Confidence Setting
You can use the Voice Recognition Confirmation Confidence Threshold setting to specify how frequently
Unity Connection should prompt the voice recognition user to verify certain user intentions. For example, if
users complain that the system mistakenly hears them say “cancel” or “hang up,” you can try increasing the
value of this setting to prevent users from accidentally committing actions they did not intend. Alternatively,
if users complain that the system prompts for confirmation too frequently, try adjusting this setting to a lower
value.
Voice Recognition Confirmation Confidence Threshold is set on a systemwide basis on the System Settings >
Advanced > Conversations page in Cisco Unity Connection Administration. The setting also can be changed
on a per-user basis on the Phone Menu page for an individual user.
A realistic range of values for this setting is 30 to 90. The default value of 60 should reliably filter out most
errors and provide confirmation when necessary for most systems.
Diagnostic Tools for Troubleshooting Voice Recognition Problems
This section covers the diagnostic tools that help you troubleshoot voice-recognition problems.
Using Diagnostic Traces for Voice Recognition
Cisco Unity Connection Serviceability offers diagnostic micro traces and macro traces for help in
troubleshooting voice-recognition issues. For detailed instructions on enabling the traces and viewing the
trace logs, see the Using Diagnostic Traces for Troubleshooting, on page 1 section.
Micro Traces
• Conversation Development Environment (CDE)
• 10 State Machine Trace
• 22 Speech Recognition Grammar
• Media: Input/Output (MiuIO)
• 25 ASR and MRCP
• Subscriber Conversation (ConvSub)
• 03 Named Properties Access
• 05 Call Progress
• Phrase Server
• 10 Speech Recognition
Macro Traces
Set the Voice User Interface/Speech Recognition Traces.
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Troubleshooting Voice Recognition
Checking the Voice Recognition Confirmation Confidence Setting
Use this macro trace only if you have first tried to diagnose the problem using the recommended micro traces.
The macro trace generates a large amount of diagnostic information which can be difficult to sort through.
Note
Using the Utterance Capture Trace to Review User Utterances
When you enable the VUI micro trace level 05 (Capture Utterances), Unity Connection saves user utterances
as WAV files in CCITT (u-law) 8-kHz mono format. The files are stored on the file system, with one folder
created for each MRCP session. (You can view MRCP session information for a call in the diagnostic logs
by enabling the MiuIO level 25 micro trace for ASR and MRCP.)
You can access the utterance files using the Real-Time Monitoring Tool (RTMT).
Enabling the utterance capture micro trace can affect system performance. Consider doing so only when the
system is not under heavy load, and be sure to disable the trace when you are done collecting the desired
utterances.
Caution
Enabling and Viewing Utterance Capture Traces Using RTMT
Step 1 In Cisco Unity Connection Serviceability, on the Trace menu, select Micro Traces.
Step 2 On the Micro Traces page, in the Server field, select the name of the Unity Connection server and select Go.
Step 3 In the Micro Trace field, select VUI and select Go.
Step 4 Check the Capture Utterances check box (level 05) and select Save.
Step 5 Reproduce the problem.
Step 6 To access the utterance files, launch Real-Time Monitoring Tool (RTMT). For details, see the "Traces and Logs"
chapter of the Cisco Unified Real-Time Monitoring Tool Administration Guide, Release 12.0(1), available at
http://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/
products-maintenance-guides-list.html.
Step 7 In RTMT, on the System menu, select Tools > Trace > Trace & Log Central.
Step 8 In the Trace & Log Central tree hierarchy, double-click Remote Browse.
Step 9 In the Remote Browse window, select Trace Files and select Next.
Step 10 In the Select CUC Services/Application tab, check the check box next to the IP address of the server and select Next.
Step 11 In the Select System Services/Applications tab, select Finish.
Step 12 When the Result pop-up displays, indicating that the Remote Browse is ready, select Close.
Step 13 On the Remote Browse tab, browse to the Nodes > Server Name > CUC > Unity Connection Voice Recognition
Transport folder.
Step 14 In the Unity Connection Voice Recognition Transport folder, double-click the name of a folder to view the audio files
that were captured for that MRCP session. (One folder is created for each MRCP session.)
Step 15 In the files pane, double-click the name of an audio file to play it.
Step 16 In the Open With window, select the application you want to use to play the audio file.
If an appropriate audio player is not available in the list, select the Other tab at the bottom of the window, browse to
the location of an audio player, double-click the name of the audio player executable, and select Open. Then select the
name of the application you just added.
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Troubleshooting Voice Recognition
Using the Utterance Capture Trace to Review User Utterances
Step 17 Select OK.
Step 18 In Cisco Unity Connection Serviceability, disable the trace that you enabled in Step 3, then select Save.
Using the Remote Port Status Monitor
The Remote Port Status Monitor tool is useful for troubleshooting voice-recognition problems because it
displays the conversation flow for a call in real time, including speech input and confidence scores, system
interpretations of utterances, and changes to the search scope that can affect name and digit interpretation
during the course of the call. To use the tool, do the following procedures in order.
To Download the Remote Port Status Monitor
Step 1 In a web browser, go to the Cisco Unity Tools website at http://www.ciscounitytools.com.
Step 2 In the Tool Update Log section, select Port Status Monitor.
Step 3 On the Cisco Unified Communication Tools page for the Port Status Monitor, select Download Now.
Step 4 Follow the on-screen instructions to download the Remote Port Status Monitor tool.
To Configure Unity Connection for the Remote Port Status Monitor
Step 1 In Cisco Unity Connection Administration, expand System Settings, then select Advanced > Conversations.
Step 2 On the Conversation Configuration page, check the Enable Remote Port Status Monitor Output check box.
Step 3 In the IP Addresses Allowed to Connect for Remote Port Status Monitor Output field, enter the IP addresses of your
workstations and select Save.
You can enter up to 70 IP addresses. Each IP address must be separated from the following IP address by a
comma.
Note
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Troubleshooting Voice Recognition
Using the Remote Port Status Monitor
CHAPTER 22
Troubleshooting the Conversation
• Troubleshooting the Conversation, on page 181
Troubleshooting the Conversation
Custom Keypad Mapping Not Taking Effect
When you use the Custom Key Map tool to customize the key mappings for the Cisco Unity Connection
conversation, you must also assign the Custom Keypad Mapping conversation to a user or group of users.
Changing the Conversation Style for a Single User
Step 1 In Cisco Unity Connection Administration, expand Users and then select Users. On the Search Users page, select the
alias of the user.
Step 2 On the Edit menu, select Phone Menu.
Step 3 In the Touchtone Conversation Menu Style list, select the applicable Custom Keypad Mapping and select Save.
Specifying a Custom Keypad Mapping Conversation for Multiple User Accounts at Once
Step 1 In Cisco Unity Connection Administration, on the Search Users page, check the applicable user check boxes, and select
Bulk Edit.
If the users that you want to edit in bulk do not all appear on one Search page, check all applicable check boxes on the
first page, then go to the next page and check all applicable check boxes, and so on, until you have selected all applicable
users. Then select Bulk Edit.
Step 2 On the Edit menu, select Phone Menu.
Step 3 In the Touchtone Conversation Menu Style list, select the applicable Custom Keypad Mapping.
Step 4 If applicable, set the Bulk Edit Task Scheduling fields to schedule the Bulk Edit operation for a later date and/or time
and select Submit.
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Long Pauses After Listening to Help Menu
After playing a Help menu, Unity Connection waits for a key press. Users can press a key for the command
they want, or press 0 to hear the Help menu of command options again.
Determine the WAV File Played
To determine which WAV file is being played off from the hard disk, do the following procedures in the order
given.
Downloading the Remote Port Status Monitor
Step 1 In a web browser, go to the Cisco Unity Tools website at http://www.ciscounitytools.com.
Step 2 In the Tool Update Log section, select Port Status Monitor.
Step 3 On the Cisco Unified Communication Tools page for the Port Status Monitor, select Download Now.
Step 4 Follow the on-screen instructions to download the Remote Port Status Monitor tool.
Configuring Unity Connection for the Remote Port Status Monitor
Step 1 In Cisco Unity Connection Administration, expand System Settings > and then select Advanced > Conversations.
Step 2 On the Conversation Configuration page, check the Enable Remote Port Status Monitor Output check box.
Step 3 In the IP Addresses Allowed To Connect For Port Status Monitor Output field, enter the IP addresses of your workstations
and select Save.
You can enter up to 70 IP addresses, separated by commas.
Note
Enabling the PhraseServerToMonitor Micro Trace and View the WAV Filename
Step 1 In Cisco Unity Connection Serviceability, on the Trace menu, select Micro Traces.
Step 2 On the Micro Traces page, in the Server field, select the name of the Unity Connection server and select Go.
Step 3 In the Micro Trace field, select PhraseServerToMonitor and select Go.
Step 4 Check the check boxes for all levels and select Save.
Step 5 On your workstation, start Remote Port Status Monitor.
Step 6 Make a call to Unity Connection so that the WAV file is played.
The full path of the WAV files being played appears in the Remote Port Status Monitor window.
Step 7 In Cisco Unity Connection Serviceability, disable the traces that you enabled in Step 3 and Step 4, then select Save.
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Troubleshooting the Conversation
Long Pauses After Listening to Help Menu
CHAPTER 23
Troubleshooting SAML SSO Access
• Troubleshooting SAML SSO Access, on page 183
Troubleshooting SAML SSO Access
Redirection to IdP fails
When the end users attempt to log into a SAML-enabled web application using a Cisco Unity Connection
supported web browser, they are not redirected to their configured Identity Provider (IdP) to enter the
authentication details. Check if the following conditions are met:
• The Identity Provider (IdP) is up and running.
• The correct IdP metadata file (idp.xml) is uploaded to Unity Connection.
• Verify if the server and the IdP are part of the same circle of trust.
IdP authentication fails
If the end user is not getting authenticated by the IdP, check if the following conditions are met:
• The LDAP directory is mapped to the IdP.
• The user is added to the LDAP directory.If the problem still exists, then check the NTP servers associated
with Unity Connection and Identity Provider. Make sure that the time on NTP servers associated to both
these servers are in synchronization.
• The LDAP account is active.
• The User Id and password are correct.
Redirection to Unity Connection fails
Even after getting authenticated by the IdP, if the user is not redirected to SAML SSO enabled web applications,
check the following:
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• The clocks of the Unity Connection and the IdP are synchronized. See the "NTP Servers" section in
Cisco Unified Communications Operating System Administration Guide for Cisco Unity Connection,
Release 12.x at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/os_administration/b_12xcucosagx.html
• The mandatory attribute uid is configured on the IdP.
• The correct Unity Connection server metadata file is uploaded to the IdP.
• The user has the required privileges.
Run Test Fails
When the Run Test fails on Unity Connection, refer the corrective actions that are outlined in Redirection to
IdP fails, IdP authentication fails and Redirection to Unity Connection fails.
Mismatch in SAML Status on Publisher and Subscriber Servers
When there is a mismatch of SAML status on publisher and subscriber servers in Unity Connection, do the
following:
• Check if IdP metadata is correct on Subscriber server, if not then select the option Re-import Meta Data
from SAML Single Sign-On web page.
• If problem still exists, then select the option Fix All Disabled Servers.
There is no option to re-import meta data for Publisher server in case of Unity
Connection cluster.
Note
Problem in Accessing Web Application on Unity Connection
When a user is not able to access the web applications on Unity Connection using SAML SSO feature and
encounters the given error:
Error
<ADFS server>
There was a problem accessing the site. Try to browse to the site again. If the problem persists, contact the
administrator of this stie and provide the reference number to identify the problem.
Use the following task list to determine the source of the problem and correct it:
1. Confirm that the Service Provider metadata (SPMetadata<hostname of Unity Connection>.xml) is not
missing on Identity Provider. Try uploading the Service Provider metadata of the Unity Connection via
Import or URL option.
2. After importing the sp.xml successfully, add the following two claim rules:
• Send LDAP Attributes as Claims: Select LDAP attribute as SAM-Account-Name and add Outgoing
Claim type corresponding to this as uid.
• Send Claims using a Custom Rule: Under the Custom Rule description, write the following claim:
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Run Test Fails
c:[Type == "http://schemas.microsoft.com/ws/2008/06/identity/claims/windowsaccountname"]
=> issue(Type = "http://schemas.xmlsoap.org/ws/2005/05/identity/claims/nameidentifier",
Issuer = c.Issuer, OriginalIssuer = c.OriginalIssuer, Value = c.Value, ValueType =
c.ValueType,
Properties["http://schemas.xmlsoap.org/ws/2005/05/identity/claimproperties/format"] =
"urn:oasis:names:tc:SAML:2.0:nameid-format:transient",
Properties["http://schemas.xmlsoap.org/ws/2005/05/identity/claimproperties/namequalifier"]
= "http://<ADFS_FQDN>/adfs/com/adfs/service/trust",
Properties["http://schemas.xmlsoap.org/ws/2005/05/identity/claimproperties/spnamequalifier"]
= "<UC_Node_FQDN>");
Save these two claim rules successfully to ensure that Identity Provider used in SAML SSO feature is configured
well. (In the above problem description, we have considered ADFS as Identity Provider for
SAML SSO. You may choose any of the supported Identity Provider instead.)
1. The Unity Connection server entry on Identity Provider server must not be disabled.
2. There should be any errors upon accessing the Service Provider metadata (SPMetadata<hostname of Unity
Connection>.xml) as a corrupted SP metadata file never allows a user to gain single sign-on access to
web applications.
Encryption Error Upon User Login to Unity Connection
When a user tries to login to a web application on Unity Connection and encounters the following
exception error:
Error 500 with Exception
Unable to decrypt secret key
Use the following task list to determine the source of the problem and correct it:
1. Confirm that the SAML SSO feature is enabled on Unity Connection.
2. Under the Identity Provider server Relying party trust page, select Edit Claim Rule and then select
Encryption tab. Remove the encryption from that location and the issue gets fixed.
Unable to Upload Subscriber SP Metadata on ADFS in Cluster
When a user tries to upload the subscriber’ SP metadata on ADFS server in a cluster and it fails, the user must
try the following steps:
1. Update roll 3 on ADFS 2.0 with hotfix. (http://support.microsoft.com/kb/2790338).
2. Start Windows powershell and run the command:
cd “$env:programfiles\active directory federation services 2.0\sql”
Add-PSSnapin microsoft.adfs.powershell
.\PostReleaseSchemaChanges.ps1
Note: If you get following error at powershell
script cannot be loaded because the execution of scripts is disabled on this system
execute: Set-ExecutionPolicy RemoteSigned with yes on Windows powershell.
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Encryption Error Upon User Login to Unity Connection
SAML Exception Time Synchronization Error
When a user tries to configure SAML SSO feature on Unity Connection and encounters the following error
related to time mismatch:
SAML Exception issue: SAML2Exception
The time in SubjectConfirationData is invalid
Use the following task list to determine the source of the problem and correct it:
1. Make sure that the clocks of Identity Provider (like ADFS) and Unity Connection are in synchronization
with each other.
2. If the problem still exists, then check the NTP servers associated with Unity Connection and Identity
Provider. Make sure that the time on NTP servers associated to both these servers are in synchronization.
SAML Exception Invalid Status Code
Whenever user tries to configure SAML SSO feature on Cisco Unity Connection 12.5(1) Service Update 3
and later, in FIPS mode with signing algorithm as SHA1 then below problems will appear:
Error: Invalid status code in response.
SAML Exception issue: ServletException.
Configuration Error in IdP. Please check IdP logs and configuration.
Use the following task list to correct this problem:
1. Change the signing algorithm from SHA1 to SHA256 by executing Unity Connection admin cli command:
utils sso set signing-algorithm sha256
2. Configure the SMAL SSO feature on Unity Connection.
Incorrect status of SAML SSO on Two Servers in a Unity Connection Cluster
When the status of SAML SSO feature is different on the two servers in a Unity Connection cluster, do the
following:
• If SAML SSO status is disabled on subscriber server and enabled on publisher server, login to Cisco Unity
Connection Administration on subscriber server, and select the option “Fix All disabled servers”.
• If we disable the SAML SSO feature on subscriber server when the publisher server is not reachable, a
user needs to explicitly disable the SAML SSO feature from publisher server and vice versa. You may
also be required to reboot the server if the issue still persists.
• In case of publisher rebuild, administrator needs to explicitly update the IdP metadata file on the publisher
server of cluster.
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SAML Exception Time Synchronization Error
Troubleshooting Cross Origin Resource Sharing
When a third party browser application makes CORS request from a different origin to get the status of SAML
Single Sign On by calling the http://<hostname>/ssosp/ws/public/singleSignOn API, the user may get the
“Domain not Allowed” error message. To resolve this issue:
• Verify if the domain name is configured properly into the trace file.
• Check if the API method type is configured correctly.
• Verify if the <Hostname> is mentioned correctly in the API.
Diagnostics Traces for Problems with SAML SSO Access
You can enable the Unity Connection trace levels to detect and study any issues related to SAML SSO feature.
The traces are turned on from command line access(CLI) to the system server.
The given command turn on the traces for SAML SSO:
admin: set samltrace level <trace-level>
The traces defined are:
• Debug
• Info
• Warning
• Error
• Fatal
The traces are collected in the following location on Unity Connection :
/var/log/active/tomcat/logs/ssosp
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Troubleshooting Cross Origin Resource Sharing
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Diagnostics Traces for Problems with SAML SSO Access
CHAPTER 24
Troubleshooting Authorization Code Grant Flow
This section explains various problems that may occur while using Authorization Code Grant Flow along
with the resolution. For Authorization Code Grant Flow, Unity Connection uses an Authz server that provides
the authorization keys to validate the Jabber user.
• Troubleshooting Authorization Code Grant Flow, on page 189
Troubleshooting Authorization Code Grant Flow
This section explains various problems that may occur while using Authorization Code Grant Flow along
with the resolution. For Authorization Code Grant Flow, Unity Connection uses an Authz server that provides
the authorization keys to validate the Jabber user.
Unable to Configure an Authz Server
While configuring an Authz server in Unity Connection or synchronizing the keys between Authz server and
Unity connection, you may receive any of the following error message on the New Authz Server page, Edit
Authz Server page or Search Authz Server page of Cisco Unity Connection Administration:
• "Failed to connect to Authz Server. Check network connectivity with Authz Server. For more details,
check error log" or
• "Failed to connect to Authz Server"
If you receive the "Failed to connect to Authz Server. Check network connectivity with Authz Server. For
more details, check error log" or "Failed to connect to Authz Server" error message, verify the following:
• The Cisco Unified CM must be up and running
• The version of Cisco Unified CM must be 11.5(1) SU3 or later
• You entered a valid port number.
• You entered a valid Hostname, IP address or Fully-Qualified Domain Name (FQDN) for the Authz server
• "Not authorized - Invalid Username or Password"
If you receive the "Not authorized - Invalid Username or Password" error message, make sure that the username
or password entered for the Authz server are correct.
• "Failed to validate certificates. Make sure proper tomcat certificates are uploaded for the Authz Server"
or
• "Failed to validate certificates. Tomcat certificates uploaded for the Authz Server are not yet valid" or
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• "Failed to validate certificates. Tomcat certificates uploaded for the Authz Server have expired"
If you receive any of the above error message, make sure proper tomcat certificates are uploaded for the Authz
server or check the Ignore Certificate Errors check box to ignore the certificate validation errors.
To upload the certificate, log in to the Cisco Unified OS Administration, go to Security > Certificate
Management. On the Find and List Certificates page, select Upload Certificate\Certificate Chain. On the
Upload Certificate\Certificate Chain page upload a valid certificate for the Cisco Unified CM to the Cisco
Unity Connection tomcat-trust.
Jabber User is Unable to Login
If Jabber user is not able to login, verify the following:
• Jabber user must enter a valid username and password.
• The Tomcat services of Cisco Unified CM are up and running.
• The Authz server is properly configured in Unity Connection.
• OAuth Authorization Code Grant Flow feature is enabled on both Cisco Unified CM and Cisco Unity
Connection
You can also collect Cisco Syslogs for RTMT, which help in analyzing the alerts for Authz server. The path
to access Cisco Syslogs is /var/log/active/syslog/CiscoSyslog.
Occurrence of "EvtAuthzKeyRotation" alert in Cisco SysLog indicates that the authorization keys are changed
on Cisco Unified CM. Due to which Unity Connection is not able to validate the token of a Jabber user. Hence
Jabber user is not able to login.
To resolve the issue, you must synchronize the authorization keys between Authz server and Unity Connection.
To synchronize the keys, in Cisco Unity Connection Administration, navigate to System Settings > Authz
Servers. On the Search Authz Servers page, select Sync Keys.
To synchronize the authorization keys through REST API, see "TBD".
To troubleshoot more problems related to Authz server, you can collect diagnostic traces for the Authz server.
For detail instructions on enabling and collecting diagnostic traces, see the "Traces in Cisco Unity Connection
Serviceability" section.
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Troubleshooting Authorization Code Grant Flow
Jabber User is Unable to Login
CHAPTER 25
Troubleshooting Fax
• Troubleshooting Fax, on page 191
Troubleshooting Fax
Problems with Fax Delivery to Users
When faxes are not delivered to users, use the following task list to determine the cause and to resolve the
problem. Do the tasks in the order presented until the problem is resolved.
Following are the tasks to troubleshoot fax delivery to users:
1. Determine whether the fax is being sent by enabling the MTA micro trace (all levels). For detailed
instructions on enabling the micro trace and viewing the trace logs, see the Using Diagnostic Traces for
Troubleshooting, on page 1 section.
2. If the trace logs show that the fax was sent, investigate how the SMTP server handles faxes by enabling
the SMTP micro trace (all levels). For detailed instructions on enabling the micro trace and viewing the
trace logs, see the Using Diagnostic Traces for Troubleshooting, on page 1 section.
3. Confirm that the SMTP server configuration lists the IP address of the Cisco Fax Server and allows a
Unity Connection. See the Confirming that SMTP Server Configuration is Correct.
4. Check for the fax in the POP3 mailbox by connecting an email client to the POP3 mailbox.
The email client must be configured to leave messages in the POP3 mailbox.
Note
5. In the RightFax Email Gateway, confirm that the POP3 mailbox name and password are correct. See the
Confirming that POP3 Mailbox Name and Password are Correct.
6. On the network, confirm that the account for the POP3 mailbox is set to never expire the password. An
expired password prevents faxes from being routed.
7. Confirm that faxes are delivered to Unity Connection. See the Confirming Fax is Delivered to Unity
Connection.
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Confirming that SMTP Server Configuration is Correct
Step 1 In Cisco Unity Connection Administration, expand System Settings > and select SMTP Configuration > Server.
Step 2 On the SMTP Server Configuration page, on the Edit menu, select Search IP Address Access List.
Step 3 On the Search IP Address Access List page, confirm that the IP address of the Cisco Fax Server appears in the list. If not,
select Add New to add the IP address.
Step 4 Check the Allow Connections check box for the IP address of the Cisco Fax Server, if it is not already checked and select
Save.
Confirming that POP3 Mailbox Name and Password are Correct
Step 1 On the Windows Start menu, select Control Panel > RightFax Email Gateway.
Step 2 In the Email Configuration window, select the General tab.
Step 3 In the POP3 Mailbox Name field, confirm that the entry matches the SMTP address for the Cisco Fax Server on the
System Settings > Fax Server > Edit Fax Server Configuration page in Cisco Unity Connection Administration.
Step 4 In the Mailbox Password field, confirm that the password is correct.
Step 5 In the Email Deliver Direction field, confirm that Both is selected and select OK.
Confirming Fax is Delivered to Unity Connection
Step 1 On the Windows Start menu, select All Programs > RightFax FaxUtil.
Step 2 In the RightFax FaxUtil window, in the left pane, select the user who sends the test fax.
Step 3 On the Fax menu, select New.
Step 4 In the Fax Information dialog box, select the Main tab.
Step 5 Under the Name field, select the drop-down arrow and select Email Address.
Step 6 In the Email Address field, enter the email address of the user who has the fax delivery problem.
Step 7 Select Save.
Step 8 In the right pane, note the status of the test fax as it is being sent.
To refresh the status display of the fax progress, press F5.
Note
Problems with Fax Delivery to a Fax Machine
When faxes are not delivered to a fax machine, use the following task list to determine the cause and to resolve
the problem. Do the tasks in the order presented until the problem is resolved.
Following are the tasks to troubleshoot fax delivery issues in a fax machine:
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Troubleshooting Fax
Confirming that SMTP Server Configuration is Correct
1. Determine the status of the fax that was sent to a fax machine. See the Determining the Status of a Fax
Delivered to a Fax Machine.
2. Confirm that the fax is in the POP3 mailbox by connecting an email client to the POP3 mailbox.
Note that the email client must be configured to leave messages in the POP3 mailbox.
3. In the RightFax Email Gateway, confirm that the POP3 mailbox name and password are correct. See the
Confirming that POP3 Mailbox Name and Password are Correct.
4. On the network, confirm that the account for the POP3 mailbox is set to never expire the password. An
expired password prevents faxes from being routed.
5. Confirm that the SMTP server configuration lists the IP address of the Cisco Fax Server and allows a
Unity Connection. See the Confirming that SMTP Server Configuration is Correct.
6. Troubleshoot how the SMTP server handles faxes by enabling the SMTP micro trace (all levels). For
detailed instructions on enabling the micro trace and viewing the trace logs, see the Using Diagnostic
Traces for Troubleshooting, on page 1 section.
7. If the trace logs show that the SMTP message was not sent, investigate how the fax is sent by enabling
the MTA micro trace (all levels). For detailed instructions on enabling the micro trace and viewing the
trace logs, see the Using Diagnostic Traces for Troubleshooting, on page 1 section.
8. Confirm that the file extension of the file that the user attempted to fax is included in the list of faxable
file types. See the Confirming that Faxable File Types List is Correct.
Determining the Status of a Fax Delivered to a Fax Machine
Step 1 On the Windows Start menu, select All Programs > RightFax FaxUtil.
Step 2 In the RightFax FaxUtil window, in the left pane, select the user who sent the fax to the fax machine, then select All.
Step 3 In the right pane, note the status of the fax and any problems that are reported.
Confirming that POP3 Mailbox Name and Password are Correct
Step 1 On the Windows Start menu, select Control Panel > RightFax Email Gateway.
Step 2 In the Email Configuration window, select the General tab.
Step 3 In the POP3 Mailbox Name field, confirm that the entry matches the SMTP address for the Cisco Fax Server on the
System Settings > Fax Server > Edit Fax Server Configuration page in Cisco Unity Connection Administration.
Step 4 In the Mailbox Password field, confirm that the password is correct.
Step 5 In the Email Deliver Direction field, confirm that Both is selected and select OK.
Confirming that SMTP Server Configuration is Correct
Step 1 In Cisco Unity Connection Administration, expand System Settings and select SMTP Configuration > Server.
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Troubleshooting Fax
Determining the Status of a Fax Delivered to a Fax Machine
Step 2 On the SMTP Server Configuration page, on the Edit menu, select Search IP Address Access List.
Step 3 On the Search IP Address Access List page, confirm that the IP address of the Cisco Fax Server appears in the list. If not,
select Add New to add the IP address.
Step 4 Check the Allow Unity Connection check box for the IP address of the Cisco Fax Server, if it is not already checked and
select Save.
Confirming that Faxable File Types List is Correct
Step 1 In Cisco Unity Connection Administration, expand System Settings, then select Advanced > Fax.
Step 2 On the Fax Configuration page, in the Faxable File Types field, note the file extensions that are listed.
Step 3 If the file extension of the file that the user attempted to fax is not in the list, enter a comma followed by the file extension
and select Save.
Problems with Fax Notifications
Confirm that fax notification from Unity Connection is enabled for the user.
Confirming that Fax Notification is Enabled for the User
Step 1 In Cisco Unity Connection Administration, expand Users, then select Users. On the Search Users page, select the alias
of the user.
Step 2 On the Edit menu, select Notification Devices.
Step 3 On the Notification Devices page, select the name of the applicable notification device.
Step 4 On the Edit Notification Device page, under Notification Rule Events, check the Fax Messages check box and select
Save.
Problems with Fax Receipts
This section covers the troubleshooting steps of some fax receipt related problems.
Fax Receipts Not Delivered
Verifying Prefixes for Delivery Receipts and Nondelivery Receipts on the Cisco Fax Server
Step 1 On the Windows Start menu, select Control Panel > RightFax Enterprise Fax Manager.
Step 2 In the Email Configuration window, select the General tab.
Step 3 In the left pane of the RightFax Enterprise Fax Manager window, select the name of the Cisco Fax Server.
Step 4 In the right pane, under Service Name, scroll down to RightFax eTransport Module.
Step 5 Right-click RightFax eTransport Module and select Configure Services.
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Confirming that Faxable File Types List is Correct
Step 6 Select the Custom Messages tab.
Step 7 In the applicable fields, verify the fax failure prefix at the beginning of the text (the default fax failure prefix is [Fax
Failure]). We recommend that the fax failure prefix appear at the beginning of the following fields:
• Imaging Error
• Bad Form Type
• Bad Fax Phone Number
• Too Many Retries
• Sending Error
• Incomplete Fax
• Invalid Billing Code
• Fax Needs Approval
• Fax Number Blocked
• Human Answered Fax
• Fax Block by Do Not Dial
When the text at the beginning of the field matches the value for the Subject Prefix for Notification of a Failed Fax field
on the System Settings > Advanced > Fax page of Cisco Unity Connection Administration, Unity Connection notifies
the user of the failed fax.
Step 8 In the Successful Send field, verify the fax success prefix at the beginning of the text (the default fax success prefix is
[Fax Success]).
When the text at the beginning of the field matches the value for the Subject Prefix for Notification of a Successful Fax
field on the System Settings > Advanced > Fax page of Connection Administration, Unity Connection notifies the user
of the successful fax.
Step 9 Select OK.
Verifying Prefixes for Delivery Receipts and Nondelivery Receipts on Cisco Unity Connection
Step 1 In Cisco Unity Connection Administration, expand System Settings, then select Advanced > Fax.
Step 2 On the Fax Configuration page, in the Subject Prefix for Notification of a Successful Fax field, confirm that the setting
matches the prefix for the Successful Send field that is described in Step 8 of the Verifying Prefixes for Delivery Receipts
and Nondelivery Receipts on the Cisco Fax Server.
Step 3 In the Subject Prefix for Notification of a Failed Fax field, confirm that the setting matches the prefix for the fields that
are described in Step 7 of the Verifying Prefixes for Delivery Receipts and Nondelivery Receipts on the Cisco Fax Server.
Step 4 Select Save.
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Troubleshooting Fax
Verifying Prefixes for Delivery Receipts and Nondelivery Receipts on Cisco Unity Connection
User Mailbox is Filled with Fax Notifications
Disabling Fax Notifications
Step 1 In the RightFax Enterprise Fax Manager window, in the right pane, expand Users, right-click the user for whom you
want to disable fax notifications, and select Edit.
Step 2 In the User Edit dialog box, select the Notifications tab.
Step 3 Under Notification About Received Faxes, uncheck the When Initially Received check box.
Step 4 Select OK.
Step 5 Repeat Step 1 through Step 4 for all remaining users for whom you want to disable fax notifications.
Step 6 Close the RightFax Enterprise Fax Manager window.
Problems with Printing Faxes
When you send a fax to a fax machine for printing but portions of the document are not printed, do the
following:
• Use the MTA micro trace to determine which files are not rendered into the fax. Then note the file types.
For instructions for enabling the micro trace and viewing the trace logs, see the Using Diagnostic Traces
for Troubleshooting, on page 1 section.
• Confirm that the faxable file types include the file types that you sent to the fax machine for printing.
See the Confirming that Faxable File Types List is Correct.
Confirming that Faxable File Types List is Correct
Step 1 In Cisco Unity Connection Administration, expand System Settings, then select Advanced > Fax.
Step 2 On the Fax Configuration page, in the Faxable File Types field, note the file extensions that are listed.
Step 3 If the file extension of the file that the user attempted to fax is not in the list, enter a comma followed by the file extension
and select Save.
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User Mailbox is Filled with Fax Notifications
CHAPTER 26
Troubleshooting Reports
• Troubleshooting Reports, on page 197
Troubleshooting Reports
Overview
When no data appears in the reports that you generate, use the following task list to determine the cause and
to resolve the problem:
1. Confirm that the Unity Connection Reports Data Harvester service is running. See the Confirming
Connection Reports Data Harvester Service is Running.
2. Adjust the report data collection cycle. See the Adjusting Report Data Collection Cycle.
3. Use traces to troubleshoot reports. For detailed instructions on enabling the applicable traces and viewing
the trace logs, see the Using Diagnostic Traces for Troubleshooting, on page 1 section.
For information about the available reports and how to generate reports, see the “Using Reports” chapter of
the Administration Guide for Cisco Unity Connection Serviceability Release 12.x, available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/serv_administration/b_12xcucservag.html.
Confirming Connection Reports Data Harvester Service is Running
Step 1 In Cisco Unity Connection Serviceability, expand Tools menu, select Service Management.
Step 2 On the Control Center – Feature Services page, under Optional Services, locate the Connection ReportsData Harvester
service.
Step 3 Confirm that the activate status for the Connection Reports Data Harvester service is Activated. If the activate status is
Deactivated, select Activate.
Step 4 Confirm that the service status for the Connection Reports Data Harvester service is Started. If the service status is
Stopped, select Start.
Step 5 Confirm that the running time for the Connection Reports Data Harvester service is greater than 00:00:00. If the running
time is 00:00:00, turn off the Connection Reports Data Harvester service, then repeat Step 3 and Step 4.
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Adjusting Report Data Collection Cycle
Step 1 If the value of the Data Collection Cycle field is too high, the data may not have been collected yet for the report because
the time between each cycle of collecting data is too long.
Step 2 In Cisco Unity Connection Administration, expand System Settings, then select Advanced > Reports.
Step 3 On the Report Configuration page, in the Minutes Between Data Collection Cycles field, enter the time (in minutes) that
you want between each cycle of collecting data for the reports. The default is 30 minutes.
Step 4 Select Save.
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Troubleshooting Reports
Adjusting Report Data Collection Cycle
CHAPTER 27
Troubleshooting Cisco Personal Communications
Assistant (PCA)
• Overview, on page 199
• Users cannot Access Cisco PCA Pages, on page 200
• Security Alert Displayed When Users Access Cisco Personal Communications Assistant Pages, on page
200
• Users cannot Access Unity Connection Web Tools from Cisco PCA, on page 201
• Users cannot Save Changes on Pages in Cisco PCA, on page 201
• Cisco PCA Error Messages, on page 201
• Missing Text on the Menu Bar (Microsoft Windows Only), on page 204
• Verifying if Tomcat Service is Running, on page 205
Overview
The Cisco Personal Communications Assistant (PCA) is a portal that provides access to the Cisco Unity
Connection web tools for users to manage messages and personal preferences in Unity Connection. The Unity
Connection web tools include the Messaging Assistant, the Messaging Inbox, and the Cisco Unity Connection
Personal Call Transfer Rules. The Cisco PCA is installed on the Unity Connection server during installation.
Following are the tasks to troubleshoot problems with Cisco Personal Communications Assistant:
• If there is an error message associated with the problem, review the Cisco PCA Error Messages.
• Review the Users cannot Access Cisco PCA Pages to consider the most common reasons why users
cannot access the Cisco PCA pages, including use of an incorrect URL, incorrect browser settings, or
the presence of unsupported software installed on the workstation.
• If users cannot browse to the Cisco PCA website at all or have trouble accessing the Cisco PCA
applications, see the Troubleshooting User and Administrator Access, on page 29 chapter for the applicable
troubleshooting procedures.
• If the problem is that Media Player does not show up correctly or at all, see the Troubleshooting Media
Player chapter.
• If the problem is that the menu bar does not display any text, see the Missing Text on the Menu Bar
(Microsoft Windows Only).
• Confirm that the Tomcat service is running. See the Verifying if Tomcat Service is Running.
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• Confirm whether appropriate changes have been made in the browser settings to support the locales.
If you cannot resolve the problem and plan to report the problem to Cisco TAC, you are asked to provide
information about your system and about the problem.
Users cannot Access Cisco PCA Pages
Users use the Cisco Personal Communications Assistant (PCA) website to access the Messaging Assistant,
and the Personal Call Transfer Rules pages.
When a user cannot access the Cisco PCA pages, consider the following possible causes.
• The Cisco PCA URL is case-sensitive—Users can access the Cisco PCA at the following URL:
http://<Cisco Unity Connection server>/ciscopca. Note, however, that the URL is case-sensitive.
• The browser or client configuration is not configured properly—When a user cannot access any of
the Cisco PCA pages, it may be that the user browser or client workstation is not configured properly.
Make sure that the browser and client workstation are configured as specified in the User Workstation
Setup Guide for Cisco Unity Connection Release 12.x. The guide is available at https://www.cisco.com/
c/en/us/td/docs/voice_ip_comm/connection/12x/user_setup/guide/b_12xcucuwsx.html.
• Unsupported software is installed on the client workstation—Confirm that the user does not have an
unsupported combination of software or an unsupported third-party application installed on the workstation.
See the Compatibility Matrix: Cisco Unity Connection and the Software on User Workstations, available
at http://www.cisco.com/en/US/docs/voice_ip_comm/connection/compatibility/matrix/cucclientmtx.html.
Also note that the users can access the Web Inbox URL, and link to the Messaging Assistant and Personal
Call Transfer Rules pages from there. The Web Inbox URL is http://<Unity Connection server>/inbox.
Security Alert Displayed When Users Access Cisco Personal
Communications Assistant Pages
If you use the self-signed certificate generated during installation to provide an SSL Unity Connection to the
Cisco PCA, the web browser of the user displays a message to alert the user that the authenticity of the site
cannot be verified, and therefore its content cannot be trusted. Similarly, if you use a self-signed SSL certificate
to secure IMAP email client access to Unity Connection, some email clients supported for use with Unity
Connection display SSL security messages.
Although users can still access Unity Connection despite the alerts, consider one of the following options to
manage or eliminate security alerts when users browse to Cisco PCA and/or access their messages from an
IMAP email client:
• Add the SSL certificate to the Trusted Root Store on each user workstation. In this way, you can ensure
that users never see the security alert. See the following Adding the SSL Certificate to the Trusted Root
Store on User Workstations procedure.
• Tell users to select the “Accept Permanently” (or similar) option when the browser or email client displays
the alert and asks them how to proceed. After instructing the browser and/or email client to always accept
the certificate, the user does not see the alert again.
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Troubleshooting Cisco Personal Communications Assistant (PCA)
Users cannot Access Cisco PCA Pages
Adding the SSL Certificate to the Trusted Root Store on User Workstations
Step 1 From the OS Administration application on the Unity Connection server, right-click to download the certificate and save
it as a file.
Step 2 Copy the certificate to each user workstation, and then import it using tools in the browser or IMAP client, as applicable.
Users cannot Access Unity Connection Web Tools from
Cisco PCA
When users can access the Cisco Personal Communications Assistant (PCA), but cannot access the Messaging
Assistant, or the Personal Call Transfer Rules, consider the following possible causes:
• In order to access the Messaging Assistant, users must be given the proper class of service rights on the
Class of Service > Edit Class of Service page or the Class of Service > New Class of Service page in
Cisco Unity Connection Administration. The class of service that the user is assigned to must have the
“Allow Users to Use the Messaging Assistant” setting enabled.
Web Inbox has replaced the Messaging Inbox. See the Troubleshooting
Cisco Personal Communications Assistant (PCA) chapter for Web Inbox
troubleshooting information.
Note
• In order to access the Personal Call Transfer Rules, users must be given the proper class of service rights
on the Class of Service > Edit Class of Service page or the Class of Service > New Class of Service page
in Cisco Unity Connection Administration. The class of service that the user is assigned to must have
the “Allow Users to Use Personal Call Transfer Rules” setting enabled.
Users cannot Save Changes on Pages in Cisco PCA
When user browser settings are set to cache temporary Internet pages automatically, users can create a bookmark
or favorite to access a Messaging Assistant, or Personal Call Transfer Rules web page. However, the page is
read-only. Explain to users that they should bookmark the Cisco PCA home page rather than individual pages.
Also note that users should not change their browser settings as a workaround; when the browser is not set
to automatically check for newer versions of temporary Internet files, the Media Master control is not displayed
correctly.
Cisco PCA Error Messages
In addition to browser error messages (such as “File not found” or “Unauthorized access”), users may see
Cisco PCA-specific error messages, Java plugin error messages, and Tomcat error messages when signing in
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Adding the SSL Certificate to the Trusted Root Store on User Workstations
to the Cisco PCA, or when using the Messaging Assistant, the Messaging Inbox, or Cisco Unity Connection
Personal Call Transfer Rules.
The four types of error messages that users may encounter are described in the following table:
Browser error messages may indicate that the
Cisco PCA failed to install, the user does not have
network access to the Unity Connection server, the
browser is not configured correctly, or the user does
not have the required security certificate installed (if
the Cisco PCA uses SSL connections).
Browser error messages
Cisco PCA-specific error messages are displayed on
the Sign-In page or another Cisco PCA page, and
typically indicate problems with user credentials or
actions within the Cisco PCA.
Cisco PCA-specific error messages
Java Plugin-specific error or warning messages are
pop-up alerts that occur on pages that load the Java
plugin to integrate the Media Master in a web page.
These messages typically appear the first time that
the Java plugin is loaded when you navigate to a page
that contains the Media Master.
Java Plugin error messages
Tomcat errors occur when there is a system error,
such as file corruption or insufficient memory on the
Unity Connection server. A Tomcat error message
usually lists the sequence of application errors. Each
exception is followed by a description of what the
Tomcat service was attempting to do when the error
occurred, and for some exceptions, a message
explaining the error is also offered. The “Exception”
and “Root Cause” sections in the error message may
offer additional information about the problem.
Tomcat error messages
Error Message: “Sign-In Status – Account Has Been Locked.”
When users encounter the error message “Sign-in status – account has been locked,” it is possible that the
user exceeded the number of failed sign-in attempts that is allowed. (This limit is set on the System Settings >
Authentication Rules page in Cisco Unity Connection Administration.) It may also be possible that the user
forgot his or her credentials, or an unauthorized user attempted to gain access.
Use the following task list to determine the source of the problem and correct it.
1. To confirm that the account is locked, in Cisco Unity Connection Administration, go to the Users > Edit
Password Settings page for the individual user, and select Web Application from the Choose Password
menu. Under Web Applications Password Settings, you can verify the status of the user credentials to
determine whether the password was locked by an administrator, there were failed sign-in attempts, or
the password was locked after an excessive number of failed sign-in attempts.
2. To unlock the user account, in Cisco Unity Connection Administration, go to the Users > Edit Password
Settings page for the individual user, and select Web Application from the Choose Password menu. Under
Web Applications Password Settings, select Unlock Password.
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Error Message: “Sign-In Status – Account Has Been Locked.”
When the default application administration account is locked, for example, because the password has expired
or because of too many unsuccessful sign in attempts, no application administration account is allowed to
sign in to Cisco Unified Serviceability. (You specify the account name and password for the default application
administration account during installation, and you create and administer additional application administration
accounts in Cisco Unity Connection Administration.) To unlock the account, change the password using the
utils cuc reset password CLI command. Changing the password also unlocks the account. (If an account has
been hacked, you do not want to unlock it without also changing the password.)
Note
Error Message:“ApacheTomcat/<Version>–HTTP Status 500– Internal Server
Error.”
File corruption at the time of installation or a Tomcat memory corruption can cause users to encounter the
error message “Apache Tomcat/<version> – HTTP status 500 – internal server error.” To confirm that this is
the cause of the problem, check the Tomcat error page for the indicated root cause for the exception. If an
exception message similar to the one below exists, there is a file or memory corruption:
java.lang.ClassFormatError: <classpath>/<classname> (Illegal constant pool index)
Contact Cisco TAC.
Error Message: “Site is Unavailable.”
If users encounter the error message “Site is unavailable,” confirm that the Apache Tomcat service is running.
See the Verifying if Tomcat Service is Running.
Error Message: “Failed to <Save Message>” While Using PC Microphone in
Cisco Unity Connection Administration or Cisco PCA
While uploading an existing .wav file, or saving a new recorded message as a voice name or greeting using
the PC microphone, the user receives an error message for failed operation. For example, if a user is saving
a new greeting using PC microphone, the user receives “Failed to Save Greeting” error message. This error
message appears if the user is using either the Cisco Unity Connection Administration (CUCA) or the
Cisco Personal Communications Assistant (CPCA) web application of Cisco Unity Connection. The following
exception also appears in the client side Java Console logs:
Exception in thread "Timeout guard" java.security.AccessControlException: access denied
(java.net.SocketPermission 10.93.231.234:8443 connect,resolve)
To send the recorded message successfully, add the below entry in the client side JRE security profile file,
that is commonly named as java.policy using the IP address of the Unity Connection server. For a cluster,
you may need to add an entry for each of publisher and subscriber.
permission java.net.SocketPermission "10.93.237.101:8443", "connect,resolve";
If you get a permission error while trying to modify the java.policy security profile file, you may need to set
the permissions of the file to not inherent permissions from its parent and not be read-only.
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Error Message: “Apache Tomcat/<Version> – HTTP Status 500 – Internal Server Error.”
Error Message: “Application Blocked by Security Settings. Your security
settings have blocked a self-signed application from running
The users receive an error message: “Application Blocked by Security Settings. Your security settings have
blocked a self-signed application from running”, under the following conditions:
• While uploading an existing .wav file or saving a new recorded message as a voice name or
• While uploading an existing .wav file or saving a new recorded message as a greeting.
Using Media Master bar with Java version 7 latest update on IE as the web browser.
To correct the problem, follow the given steps:
1. Select Security tab of Java Control panel.
2. Select Add in the Exception Site List window.
3. Type the URL into the empty field that is provided under Location.
4. Continue to select Add and enter URLs until your list is complete. Select OK to save the URLs that you
entered.
5. If you select Cancel, the URLs are not saved.
Error Message “Access denied” When Trying to Play Recordings through
Media Master Using Phone
If a user opens Cisco Personal Communications Assistant (CPCA) through Web Inbox and try to play
recordings, the user receives the error “Access Denied”. To correct the problem, open Cisco PCA directly in
a new window instead of opening through Web Inbox and play the recordings
Missing Text on the Menu Bar (Microsoft Windows Only)
If the menu bar of the Cisco Personal Communications Assistant web tool is missing text and only displays
down arrows to signify the menu items, do the following procedure.
Re-RegisteringDLLsRequiredfortheCiscoPersonalCommunicationsAssistant
Menu Bar
Step 1 On the user workstation, select Start and select Run.
Step 2 In Run window, enter regsvr32 msscript.ocx and select OK.
Step 3 In the dialog box that indicates that the DLL registration succeeded, select OK.
Step 4 Select Start and select Run.
Step 5 In Run window, enter regsvr32 dispex.dll and select OK.
Step 6 In the dialog box that indicates that the DLL registration succeeded, select OK.
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Error Message: “Application Blocked by Security Settings. Your security settings have blocked a self-signed application from running
Step 7 Select Start and select Run.
Step 8 In Run window, enter regsvr32 vbscript.dll and select OK.
Step 9 In the dialog box that indicates that the DLL registration succeeded, select OK.
Verifying if Tomcat Service is Running
Do the following tasks to confirm that the Tomcat service is running and if necessary, to restart the Tomcat
service:
1. Confirm that the Tomcat service is running using either Real-Time Monitoring Tool (RTMT) or the
Command Line Interface (CLI). Do the applicable procedure:
• Confirming That the Tomcat Service Is Running Using Real-Time Monitoring Tool (RTMT)
• Confirming That the Tomcat Service Is Running Using the Command Line Interface (CLI)
2. If necessary, restart the Tomcat service using the Command Line Interface (CLI). See the Restarting the
Tomcat Service Using the Command Line Interface (CLI).
Confirming That the Tomcat Service Is Running Using Real-Time Monitoring
Tool (RTMT)
Step 1 Launch Real-Time Monitoring Tool (RTMT).
For details on using RTMT, see the applicable Cisco Unified Real Time Monitoring Tool Administration Guide
at http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.
Note
Step 2 On the System menu, select Server > Critical Services.
Step 3 On the System tab, locate Cisco Tomcat and view its status. The status is indicated by an icon.
Confirming That the Tomcat Service Is Running Using the Command Line
Interface (CLI)
Step 1 Use the Command Line Interface (CLI) command utils service list to list all of the services.
For details on using CLI commands, see the applicable Command Line Interface Reference Guide for Cisco
Unified Communications Solutions at
http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.
Note
Step 2 Scan the CLI output for the Cisco Tomcat service and confirm that its status is Started.
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Verifying if Tomcat Service is Running
Restarting the Tomcat Service Using the Command Line Interface (CLI)
To restart the Cisco Tomcat service, use the CLI command utils service restart Cisco Tomcat.
For details on using CLI commands, see the applicable Command Line Interface Reference Guide for Cisco
Unified Communications Solutions at
http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.
Note
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CHAPTER 28
Troubleshooting Personal Call Transfer Rules
• Troubleshooting Personal Call Transfer Rules, on page 207
Troubleshooting Personal Call Transfer Rules
Personal Call Transfer Rules Settings Unavailable
If a user does not hear the Personal Call Transfer Rules Settings menu in the phone interface or if a user cannot
see the Cisco Unity Connection Personal Call Transfer Rules web tool link in the Cisco Personal
Communications Assistant, confirm that the user is assigned to a class of service that is enabled for access to
the Personal Call Transfer Rules web tool.
In addition, do the following procedure to confirm that the value of the Region Unrestricted Feature licensing
option is set to Yes. If the value is set to No, you cannot use personal call transfer rules, and you cannot use
English-United States language. To resolve the problem, install a license in which the feature is enabled, and
restart Cisco Unity Connection. (An additional fee might be required to enable the feature. Contact your Cisco
account team to obtain the updated license file.) For details, see the “Managing Licenses” chapter of the Install,
Upgrade, and Maintenance Guide for Cisco Unity Connection Release 12.x, available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/install_upgrade/guide/b_12xcuciumg.html.
Determining the Value of the Region Unrestricted Feature Licensing Option
Step 1 In Cisco Unity Connection Administration, expand System Settings, then select Licenses.
Step 2 Below the License Count table, confirm that the value of US English Usage and Personal Call Routing Rules Allowed
(LicRegionIsUnrestricted) is set to Yes.
Personal Call Transfer Rules and Destinations
Personal call transfer rules can forward calls to a phone destination, a destination group, or to voicemail. The
destination group must contain at least one phone destination, and can also contain SMS and SMTP devices.
The destinations in a destination group are tried serially in the priority order in which they are listed until a
destination phone is answered or the caller hangs up.
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When a user has entered phone numbers for notification devices in the Messaging Assistant web tool, the
numbers are displayed on the View Destinations page and can be used as destinations for rules. The notification
devices do not need to be enabled. These prepopulated destinations cannot be edited or deleted in the Personal
Call Transfer Rules web tool. They can be edited only on the Notification Devices page in the Messaging
Assistant.
Note that pager destinations are not supported destinations for rules, and thus are not displayed on the View
Destinations page.
Call Screening and Call Holding Options
If call screening and call holding options are not available in the Personal Call Transfer Rules web tool, use
the following information to troubleshoot the possible causes:
• Confirm that the user belongs to a class of service that allows access to the call screening and/or call
holding options.
Call holding applies only to calls to primary extensions.
Note
• In the Personal Call Transfer Rules web tool, the Screen the Call check box may be grayed out even
when the user belongs to a class of service that allows access to call screening options. If the option is
grayed out, do the following procedure to correct the problem.
Enabling the Screen the Call Option in the Personal Call Transfer Rules Web Tool
Step 1 In the Personal Call Transfer Rules web tool, on the Preferences menu, select Call Holding and Screening.
Step 2 On the Call Holding and Call Screening Options page, confirm that at least one option under the Screen Calls section is
enabled.
Problems with the Application of Rules
When rules are not applied as expected, consider the following possible issues:
• An active rule set has been created but it fails when the user receives a call—See the Rules Not
Applied When a User with Active Rules Receives a Call.
• A rule applies to all incoming calls when the user expected it to be applied only to calls from a
specific caller—Personal call transfer rules can be created without a “From” condition (set up either as
“from” or “not from”). When set up this way, the rules are applied to all incoming calls.
• Rules associated with meetings or calendar entries are not working as expected—See the Rules
Based on a Meeting Condition Not Applied Correctly.
• Rules based on a caller or caller group are not applied correctly—Phone numbers that have been set
for the primary extension, home phone, work phone, or mobile device of a user, or for
administrator-defined or user-defined contacts must match the incoming caller ID or ANI. Confirm that
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Call Screening and Call Holding Options
the phone number of the caller that is specified in Unity Connection matches the incoming caller ID or
ANI.
• Rules based on a time condition are not applied correctly—Confirm that the correct time zone has
been selected for the user. In Cisco Unity Connection Administration, on the Edit User Basics page for
the user, change the selected time zone if necessary.
Rules Not Applied When a User with Active Rules Receives a Call
There are several reasons that a rule set can fail:
• Personal call transfer rules are used only when the active basic rule—the standard, alternate or closed
transfer rule—is set to apply personal call transfer rules instead of the basic settings.
• If the rule set is specified for a day of the week, but another rule set is enabled for a date range that
includes the current date, the date range rule set takes precedence.
• Transfers to a destination without a complete dialable phone number may fail. If there is no other
destination to try, the caller is transferred to voicemail.
Use the following troubleshooting steps to resolve the problem:
• Confirm that the active basic transfer rule is configured to use personal call transfer rules. See the
Configuring Basic Transfer Rules to Use Personal Call Transfer Rules.
• Use the Call Transfer Rule Tester to check the validity of the rule. The test tells you which rule is currently
being invoked. Based on the results, you may want to reprioritize the rules within the rule set.
The rule set that contains the rule that you are testing must be enabled or active
in order for the Call Transfer Rule Tester to work.
Note
• Confirm that the destinations for the rule set contain dialable phone numbers, including any outdial access
codes required by the phone system.
• On the Rules Settings page, confirm that the Disable All Processing of Personal Call Transfer Rules
check box is not checked. When the check box is checked, all rule processing is disabled.
Configuring Basic Transfer Rules to Use Personal Call Transfer Rules
Personal call transfer rules are used only when the active basic rule—the standard, alternate or closed transfer
rule—is set to apply personal call transfer rules instead of the basic settings.
To turn on personal call transfer rules for a user, do the following procedure.
Users can also use the Messaging Assistant to configure their basic transfer rules to apply personal call transfer
rules.
Turning On Personal Call Transfer Rules for an Individual User
Step 1 In Cisco Unity Connection Administration, expand Users, then select Users. On the Search Users page, select the alias
of the user for whom you want to turn on personal call transfer rules.
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Step 2 On the Edit menu, select Transfer Rules.
Step 3 In the Transfer Rules table, select the transfer rule that you want to use with personal call transfer rules.
Step 4 On the Edit Transfer Rule page, in the When This Basic Rule Is Active field, select Apply Personal Call Transfer Rules
and select Save.
Step 5 Repeat Step 2 through Step 4 for each additional transfer rule that you want to use.
Rules Based on a Meeting Condition Not Applied Correctly
When a personal call transfer rule has a condition that is based on a Microsoft Exchange calendar appointment,
the rule might not be applied as expected. Calendar information is cached every 30 minutes, so a newly created
appointment may not yet be cached.
Try the following troubleshooting steps:
• Confirm that the Exchange external service is configured properly. In Cisco Unity Connection
Administration, expand Unified Messaging > Unified Messaging Services, confirm that all settings are
correct.
• Confirm that the applicable service is configured as an Unified Messaging Account for the user. In
Cisco Unity Connection Administration, select Users and search for the user. On the Edit User Basics
page, on the Edit menu, select Unified Messaging Accounts and verify settings.
See the “Calendar and Contact Integration” section of the “Introduction to Unified
Messaging” chapter of the Unified Messaging Guide for Cisco Unity Connection,
Release 12.x, available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/unified_messaging/b_12xcucumgx.html
for detailed information on setting up external service accounts.
Note
• Confirm that the Exchange-server and Unity Connection-server clocks are synchronized to the same time
source.
• If you believe that the problem is due to newly created calendar appointments, you can get around the
30-minute lag for caching appointments by forcing an immediate caching. See the Forcinging an Immediate
Caching of Calendar Appointments.
• To permanently change the interval at which Unity Connection caches calendar information, see the
Changing the Interval at Which Unity Connection Caches Calendar Information.
Forcinging an Immediate Caching of Calendar Appointments
Do the following procedure to force Cisco Unity Connection to immediately cache calendar information.
Step 1 In Cisco Unity Connection Serviceability, on the Tools menu, select Service Management.
Step 2 Under Optional Services, for the Connection Groupware Caching Service, select Stop.
Step 3 After the screen refreshes, for the Connection Groupware Caching Service, select Start.
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Changing the Interval at Which Unity Connection Caches Calendar Information
This setting applies to users who have the Use Short Calendar Caching Poll Interval check box checked on
the Edit User Basics page and select Save.
Step 1 In Cisco Unity Connection Administration, expand System Settings > Advanced, then select Unified Messaging
Services.
Step 2 On the Unified Messaging Services Configuration page, in the Calendars: Normal Calendar Caching Poll Interval (In
Minutes) field, enter the length of time that Unity Connection waits between polling cycles when it caches upcoming
Outlook calendar data for users who are configured for a calendar integration.
A larger number reduces the impact on the Unity Connection server while reducing the ability of the server to handle
last-minute changes to the Outlook calendar data for users in a timely manner. A smaller number increases the impact
on the Unity Connection server while increasing the ability of the server to handle last-minute changes to the Outlook
calendar data for users in a timely manner.
Step 3 In the Calendars: Short Calendar Caching Poll Interval (In Minutes) field, enter the length of time that Unity Connection
waits between polling cycles when it caches upcoming Outlook calendar data for calendar users who must have their
calendar caches updated more frequently.
Changing the Interval at Which Unity Connection Caches Calendar Information
This setting applies to users who have the Use Short Calendar Caching Poll Interval check box checked on
the Edit User Basics page and select Save.
Step 1 In Cisco Unity Connection Administration, expand System Settings > Advanced, then select External Services.
Step 2 On the External Services Configuration page, in the Normal Calendar Caching Poll Interval field, enter the length of time
in minutes that Unity Connection waits between polling cycles when it caches upcoming Outlook calendar data for users
who are configured for a calendar integration.
A larger number reduces the impact on the Unity Connection server while reducing the ability of the server to handle
last-minute changes to the Outlook calendar data for users in a timely manner. A smaller number increases the impact
on the Unity Connection server while increasing the ability of the server to handle last-minute changes to the Outlook
calendar data for users in a timely manner.
Step 3 In the Short Calendar Caching Poll Interval field, enter the length of time (in minutes) that Unity Connection waits
between polling cycles when it caches upcoming Outlook calendar data for calendar users who must have their calendar
caches updated more frequently.
Problems with Transfer All Rule
The following issues can occur when using the Transfer All rule:
• You are unable to create a Transfer All rule—You cannot create a Transfer All rule in the Personal
Call Transfer Rules web tool. The Transfer All rule can be created only by phone. After the rule has been
added by phone, it can be edited in the Personal Call Transfer Rules web tools. Both the destination and
duration can be changed in the web tool.
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• The Transfer All rule is not applied as expected—If the Transfer All rule is not being applied as
expected, confirm that the destination number includes any outdial access codes required by the phone
system.
Phone Menu Behavior Using Personal Call Transfer Rules
When phone menus do not behave as expected when using personal call transfer rules, consider the following
possible issues:
• Users cannot change personal call transfer rules using voice commands—The voice-recognition
feature does not yet support the Personal Call Transfer Rules phone menu options. If users want to use
personal call transfer rules, they must temporarily switch to using the phone keypad. They can temporarily
switch to using the phone keypad by saying “Touchtone conversation,” or by pressing 9 at the Main
menu.
• Phone menu options for personal call transfer rules vary—Users may notice variations in the phone
menus for personal call transfer rules that they hear. Personal Call Transfer Rules phone menu options
are built dynamically, and they depend on the existing rule sets and which sets are enabled and active.
• The phone menu for setting or cancelling call forwarding is unavailable—See the Phone Menu
Option to Set or Cancel Forwarding All Calls to Unity Connection Unavailable.
• Users notice inconsistencies in how calls are placed through Cisco Unity Connection or dialed
directly—See the Inconsistent Behavior in Calls Placed through Unity Connection and Calls Placed
Directly to a User Phone.
• Calls loop during rule processing—See the Call Looping During Rule Processing.
Phone Menu Option to Set or Cancel Forwarding All Calls to Unity Connection Unavailable
The information in this section is not applicable to Cisco Business Edition.
Note
If the phone menu option that sets or cancels forwarding all calls to Cisco Unity Connection is unavailable,
try the following troubleshooting steps:
1. Confirm that the AXL server settings for the phone system are correct. In Cisco Unity Connection
Administration, expand Telephony Integrations > Phone System. On the Phone System Basics page, on
the Edit menu, select Cisco Unified CM AXL Servers, and verify settings.
See the “Phone System” section of the “Telephony Integrations” chapter of the System Administration Guide
for Cisco Unity Connection Release 12.x for detailed information about AXL server settings. The guide is
available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/administration/guide/b_12xcucsag.html.
Note
2. Check to see if the publisher Cisco Unified CM server is shut down or if there are network connectivity
issues between Unity Connection and the publisher Cisco Unified CM servers. Use the Test button on the
Edit AXL Server page to test the connection. If the Cisco Unified CM publisher database is down, Unity
Connection cannot change the Call Forward All (CFA) setting for the phone.
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Phone Menu Behavior Using Personal Call Transfer Rules
The option to forward all calls to Unity Connection is available only in integrations with Cisco Unified CM
versions 4.0 and later. The option is not available with earlier versions of Cisco Unified CM or with Cisco
Unified CM Express.
Inconsistent Behavior in Calls Placed through Unity Connection and Calls Placed Directly to a
User Phone
Callers may notice inconsistent behavior when calling a user through the Unity Connection automated attendant
and when dialing the user phone directly. Rules are typically applied immediately to calls placed through the
automated attendant, while direct calls must wait until the Call Forward No Answer timer for the phone expires
before the call is forwarded to Unity Connection. Rules are then applied.
Use the following steps to provide a consistent caller experience regardless of how a call is placed:
1. To set a user phone to always ring first before rules are applied, turn off the Forward All Calls to
Cisco Unity Connection feature by phone. Then, in the Personal Call Transfer Rules web tool, on the
Preferences menu, select Rules Settings. On the Rules Settings page, check the Always Ring Primary
Extension Before Applying Call Transfer Rules check box.
2. To set user rules for immediate processing, turn on the Forward All Calls to Cisco Unity Connection
feature by phone. Then, in the Personal Call Transfer Rules web tool, on the Preferences menu, select
Rules Settings. On the Rules Settings page, uncheck the Always Ring Primary Extension Before Applying
Call Transfer Rules check box.
Call Looping During Rule Processing
Call looping can occur when calls that are forwarded by Unity Connection are forwarded back to Unity
Connection and rules are applied again. Callers may experience inconsistent behavior, such as repeated
instances of the opening greeting or continuous attempts to reach the same destination.
The following settings can be used to prevent call looping conditions:
• In Cisco Unity Connection Administration, expand Telephony Integrations > Phone System and select
the applicable phone system. On the Phone System Basics page, check the Enable for Supervised Transfers
check box. The Enable for Supervised Transfers setting causes Unity Connection to detect and terminate
call looping conditions so that calls proceed correctly.
• In the Personal Call Transfer Rules web tool, on the Destinations > View Destinations page, check the
Loop Detection Enabled check box for any phone-type destinations to help eliminate call-looping problems
with Unity Connection forwarding calls to the mobile phone of the user, and the mobile phone forwarding
the calls back to Unity Connection. When the Loop Detection setting is enabled, Unity Connection either
transfers the call to the next assigned device (if the user has created a destination group) or transfers the
call to voicemail if there are no additional destinations defined.
• Allow Unity Connection to maintain control of calls by setting the value in the Rings to Wait field for
rule destinations to be less than the value in the Cisco Unified Communications Manager Forward No
Answer Timer field. The Cisco Unified CM Forward No Answer Timer value defaults to 12 seconds. A
ring occurs approximately every 3 seconds. Therefore, setting the Rings to Wait value for Unity Connection
destinations to 3 rings allows Unity Connection to maintain control of the call. The supervised transfer
initiated by Unity Connection pulls the call back before the loop begins, and attempts to transfer the call
to the next destination or to voicemail, as applicable.
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Inconsistent Behavior in Calls Placed through Unity Connection and Calls Placed Directly to a User Phone
Using Diagnostic Traces for Personal Call Transfer Rules
You can use traces to troubleshoot problems with personal call transfer rules. For detailed instructions on
enabling and collecting diagnostic traces, see the Using Diagnostic Traces for Troubleshooting, on page 1
chapter.
Enable the following micro traces to troubleshoot personal call transfer rules:
• CCL (levels 10, 11, 12, 13)—Used when accessing calendar information.
• CDE (all levels)—Used in rules-related conversations.
• ConvSub (all levels)—Used when configuring personal call transfer rules settings by phone.
• ConvRoutingRules (all levels)—Used when a rules-enabled user receives a call and while transferring
calls between destinations.
• CsWebDav (levels 10, 11, 12, 13)—Used when accessing calendar information.
• RulesEngine (all levels)—Used in rule processing during calls to a rules-enabled user to determine the
applicable rule. Also used in determining the applicable rule when using the Rules Tester.
If necessary, enable the following micro traces for the supporting components:
• CDL—Used in rules-related conversations.
• CuGAL—Used in rule processing with a meeting condition and for importing contacts from Exchange.
• MiuCall MiuGeneral—Used in rule processing during calls to a rules-enabled user.
• PhraseServer—Used in rules-related conversations to play prompts.
• Notifier—Used in rule processing when sending SMTP and SMS messages.
• TextToSpeech—Used in rule-settings conversation.
Using Performance Counters for Personal Call Transfer Rules
SUMMARY STEPS
1. Launch Real-Time Monitoring Tool (RTMT).
2. In RTMT, on the System menu, select Performance > Open Performance Monitoring.
3. Expand the Unity Connection server.
4. Expand CUC Personal Call Transfer Rules.
5. Select the applicable counters:
DETAILED STEPS
Step 1 Launch Real-Time Monitoring Tool (RTMT).
For details on using RTMT, see the Cisco Unified Real-Time Monitoring Tool Administration Guide, Release 12.0(1), available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/service/12_0_1/rtmt/cucm_b_cisco-unified-rtmt-administration-1201.html
Note
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Troubleshooting Personal Call Transfer Rules
Using Diagnostic Traces for Personal Call Transfer Rules
Step 2 In RTMT, on the System menu, select Performance > Open Performance Monitoring.
Step 3 Expand the Unity Connection server.
Step 4 Expand CUC Personal Call Transfer Rules.
Step 5 Select the applicable counters:
• Applicable Rule Found—Call resulted in rule processing, and an applicable rule was found.
• Destinations Tried—Number of destinations tried while applying personal call transfer rules.
• PCTR Calls—Call is subject to personal call transfer rules processing: user is assigned to a class of service that has
the Personal Call Transfer Rules feature enabled; user is associated with a Cisco Unified CM phone system; and
user has enabled personal call transfer rules.
• Rules Evaluated—Number of rules evaluated during rule processing in a call.
• Subscriber Reached—Number of times a user was reached while applying personal call transfer rules.
• Transfer Failed—Number of times a transfer to a destination failed while applying personal call transfer rules.
• Voice Mail Reached—Number of times voicemail was reached while applying personal call transfer rules.
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Troubleshooting Personal Call Transfer Rules
Using Performance Counters for Personal Call Transfer Rules
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Troubleshooting Personal Call Transfer Rules
Using Performance Counters for Personal Call Transfer Rules
CHAPTER 29
Troubleshooting Web Inbox
• Troubleshooting Web Inbox, on page 217
Troubleshooting Web Inbox
Introduction
The Web Inbox application provides access to voice messages and receipts stored on the Cisco Unity Connection
server. The Web Inbox enables users to play, compose, reply to or forward, and manage Unity Connection
voice messages using a web browser. It is installed on the Unity Connection server during installation.
Following are the tasks to troubleshoot problems with Web Inbox:
• If there is an error message associated with the problem, review the Web Inbox Error Messages.
• Review the Adobe Flash Player Settings Dialog Box Unresponsive (Mac OS X with Firefox Only) to
consider the most common reasons why users cannot access the Web Inbox pages, including use of an
incorrect URL, incorrect browser settings, or the presence of unsupported software installed on the
workstation.
• If the problem is that the Adobe Flash Player Settings dialog box appears but no options on the dialog
box can be selected, see the Adobe Flash Player Settings Dialog Box Unresponsive (Mac OS X with
Firefox Only).
• If the problem is that no messages are displayed in the Web Inbox, see the Messages Not Displayed in
Web Inbox.
• If the problem is that users do not see any sent items in the Sent Folder, see the Sent Messages Not
Displayed in Web Inbox.
• Confirm that the Tomcat service is running. See the Verifying that Tomcat Service is Running.
• If the problem is that the Web Inbox does not get open in Internet Explorer 9 with Windows 7 64 bit,
see the Web Inbox Not Working with Internet Explorer 9 on Windows 7 64 bit.
If you cannot resolve the problem and plan to report the problem to Cisco TAC, you are asked to provide
information about your system and about the problem.
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Cisco Unity Connection uses Flash Player for recording voice messages through Web Inbox. However, Adobe
has announced end of life for Flash Player. Hence Cisco Unity Connection 12.5(1) Service Update 3 and later,
replaces Flash Player with Web Real-Time Communication(Web RTC) to record voice messages using
HTML5 in Web Inbox.
For more information on updates of the Flash Player refer https://www.adobe.com/products/flashplayer/
end-of-life.html
Note
Web Inbox Error Messages
In addition to browser error messages (such as “File not found” or “Unauthorized access”), users may see
Web Inbox-specific error messages, Flash plugin error messages, Quicktime plugin error messages, and
Tomcat error messages when signing in to or using the Web Inbox.
The four types of error messages that users may encounter are described in the following table:
Browser error messages may indicate that the Web
Inbox failed to install, the user does not have network
access to the Unity Connection server, the browser is
not configured correctly, or the user does not have the
required security certificate installed (if the Web Inbox
uses SSL connections).
Browser error messages
Web Inbox-specific error messages are displayed on
the Sign-In page or another Web Inbox page, and
typically indicate problems with user credentials or
actions within the Web Inbox.
Web Inbox-specific error messages
Quicktime Plugin-specific error or warning messages
are pop-up alerts that occur on pages that load the
Quicktime plugin recording and playback controls.
These messages typically appear the first time that
the Quicktime plugin is loaded when you navigate to
a page that contains the controls.
Quicktime Plugin error messages
Tomcat errors occur when there is a system error,
such as file corruption or insufficient memory on the
Unity Connection server. A Tomcat error message
usually lists the sequence of application errors. Each
exception is followed by a description of what the
Tomcat service was attempting to do when the error
occurred, and for some exceptions, a message
explaining the error is also offered. The “Exception”
and “Root Cause” sections in the error message may
offer additional information about the problem.
Tomcat error messages
See the following sections for information about these specific error messages.
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Web Inbox Error Messages
Error Message: “Sign-In Status – Account Has Been Locked.”
When users encounter the error message “Sign-in status – account has been locked,” it is possible that the
user exceeded the number of failed sign-in attempts that is allowed. (This limit is set on the System Settings >
Authentication Rules page in Cisco Unity Connection Administration.) It may also be possible that the user
forgot his or her credentials, or an unauthorized user attempted to gain access.
Use the following task list to determine the source of the problem and correct it.
1. To confirm that the account is locked, in Cisco Unity Connection Administration, go to the Users > Edit
Password Settings page for the individual user, and select Web Application from the Choose Password
menu. Under Web Applications Password Settings, you can verify the status of the user credentials to
determine whether the password was locked by an administrator, there were failed sign-in attempts, or
the password was locked after an excessive number of failed sign-in attempts.
2. To unlock the user account, in Cisco Unity Connection Administration, go to the Users > Edit Password
Settings page for the individual user, and select Web Application from the Choose Password menu. Under
Web Applications Password Settings, select Unlock Password.
Error Message: “Apache Tomcat/<Version> – HTTP Status 500 – Internal Server Error.”
File corruption at the time of installation or a Tomcat memory corruption can cause users to encounter the
error message “Apache Tomcat/<version> – HTTP status 500 – internal server error.” To confirm that this is
the cause of the problem, check the Tomcat error page for the indicated root cause for the exception. If an
exception message similar to the one below exists, there is a file or memory corruption:
java.lang.ClassFormatError: <classpath>/<classname> (Illegal constant pool index)
Contact Cisco TAC.
Error Message: “Site Is Unavailable.”
If users encounter the error message “Site is unavailable,” confirm that the Apache Tomcat service is running.
See the Verifying that Tomcat Service is Running.
Error Message: "This User Account Does Not Have a Mailbox and Cannot Sign In to the Web Inbox.
To Use the Web Inbox, You Must Have an Account with a Mailbox."
If a user with valid credentials but who does not have an associated Unity Connection mailbox attempts to
sign in to the Web Inbox, the user receives the error "This user account does not have a mailbox and cannot
sign in to the Web Inbox. To use the Web Inbox, you must have an account with a mailbox."
To correct the problem, create an account with a mailbox for the user. As a best practice, we recommend that
Unity Connection administrators do not use the same user account to sign in to Cisco Unity Connection
Administration that they use to sign in to the Web Inbox to manage their own Unity Connection account.
Error Message: “Error While Uploading Message to Server”
If a user sign in to a Web Inbox using Mozilla Firefox and sends a voice message by uploading the .wav file,
an error message “Error while uploading message to server” gets displayed on the Web Inbox, However, the
recipient still receives the voice message.
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Troubleshooting Web Inbox
Error Message: “Sign-In Status – Account Has Been Locked.”
Removing the Error Message Displayed on the Web Inbox
SUMMARY STEPS
1. Uninstall the Mozilla Firefox browser.
2. Clear your data from Mozilla Firefox:
3. Reinstall the Mozilla Firefox browser again.
DETAILED STEPS
Step 1 Uninstall the Mozilla Firefox browser.
Uninstalling the Firefox does not remove any user data, such as cache or history. To completely remove the
user data, you must manually delete the Firefox folder that contains the user profile.
Note
Step 2 Clear your data from Mozilla Firefox:
a) Select the Windows Start button and enter %APPDATA% in the search field.
b) Press Enter to open the hidden Roaming folder. The Mozilla folder gets displayed.
c) Open the Mozilla folder and delete the Firefox folder to manually delete the user profile.
Step 3 Reinstall the Mozilla Firefox browser again.
Error Message: "HTML5 audio compatible browser or QuickTime Plug-in not found. Select Phone
option to play the message. Install Quick time plugin or open web inbox into firefox"
If a user sign in to a Web Inbox using Internet Explorer 11 Mozilla Firefox and sends a voice message by
uploading the.wav file, an error message "Error while uploading message to server" gets displayed on the
Web Inbox, However, the recipient still receives the voice message.
Send Option is Disabled on MAC Operating System
On MAC operating system, if the Send option on Safari is not working after uploading voice message, make
sure that the most recent version of Flash Player is installed on your machine. If the latest version of Flash
Player is installed on your system but still the Send option is not working, do the following to resolve the
issue:
Step 1 Navigate to Safari > Preferences and select Security tab.
Step 2 Check the Allow Plug-ins check box on the Security tab.
Step 3 Click Website Settings.
Step 4 In Configured Websites, select Allow Always for the Unity Connection server.
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Removing the Error Message Displayed on the Web Inbox
Adobe Flash Player Settings Dialog Box Unresponsive (Mac OS X with Firefox
Only)
When a user presses the record button to compose a message for the first time in the Web Inbox, an Adobe
Flash Player Settings dialog box is displayed, asking the user whether to allow the Web Inbox to access the
microphone. In some cases, users who see this dialog box are unable to select any of the options in the dialog
box, and are therefore unable to record audio for the message. To change the global Flash Player privacy
settings so that the dialog box does not appear, do the following procedure.
In order to perform this procedure, the user must have access to the Internet to reach the Adobe Macromedia
web site.
Note
Changing Global Flash Player Privacy Settings to Allow the Web Inbox to Access the Computer
Microphone
Step 1 In the web browser that you use to access the Web Inbox, navigate to the Website Privacy Settings panel of the Adobe
Flash Player Settings Manager at
http://www.macromedia.com/support/documentation/en/flashplayer/help/settings_manager06.html.
Step 2 In the Adobe Flash Player Settings Manager Website Privacy Settings panel, in the Visited Websites table, locate and
select the website corresponding to the Web Inbox.
Step 3 While the Web Inbox site is selected, select Always Allow as the privacy setting. When this change is made, Web Inbox
can access the computer microphone without prompting the user for permission.
Messages Not Displayed in Web Inbox
If the Web Inbox does not display any messages for a user even though the user has messages in the folder
being displayed, clear the browser cache. (Refer to the browser documentation for instructions on how to
clear the cache.)
Sent Messages Not Displayed in Web Inbox
In order for sent messages to be available to users in the Sent folder in the Web Inbox, the Sent Messages
feature must be enabled. By default, the feature is not enabled. To enable the feature, change the Sent Messages:
Retention Period (in Days) setting on the System Settings > Advanced > Messaging page in Cisco Unity
Connection Administration to a value greater than zero. Note that because sent messages count toward user
mailbox quotas, configuring a high value for this setting can cause user mailboxes to fill with sent messages
if users do not regularly manage them from the Web Inbox.
Verifying that Tomcat Service is Running
Do the following tasks to confirm that the Tomcat service is running in Unity Connection and if necessary,
to restart the Tomcat service:
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Troubleshooting Web Inbox
Adobe Flash Player Settings Dialog Box Unresponsive (Mac OS X with Firefox Only)
1. Confirm that the Tomcat service is running using either Real-Time Monitoring Tool (RTMT) or the
Command Line Interface (CLI). Do the applicable procedure:
• Confirming that the Tomcat Service is Running Using Real-Time Monitoring Tool (RTMT)
• Confirming that the Tomcat Service is Running Using the Command Line Interface (CLI)
2. If necessary, restart the Tomcat service using the Command Line Interface (CLI). See the Restarting the
Tomcat Service Using the Command Line Interface (CLI).
Confirming that the Tomcat Service is Running Using Real-Time Monitoring Tool (RTMT)
Step 1 Launch Real-Time Monitoring Tool (RTMT).
For details on using RTMT, see the applicable Cisco Unified Real Time Monitoring Tool Administration Guide, Release 12.0(1), available
at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/service/12_0_1/rtmt/cucm_b_cisco-unified-rtmt-administration-1201.html.
Note
Step 2 On the System menu, select Server > Critical Services.
Step 3 On the System tab, locate Cisco Tomcat and view its status. The status is indicated by an icon.
Confirming that the Tomcat Service is Running Using the Command Line Interface (CLI)
Step 1 Use the Command Line Interface (CLI) command utils service list to list all of the services.
For details on using CLI commands, see the applicable Command Line Interface Reference Guide for Cisco Unified
Communications Solutions, Release 12.0(1), available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/cli_ref/12_0_1/cucm_b_cli-reference-guide-1201.html.
Note
Step 2 Scan the CLI output for the Cisco Tomcat service and confirm that its status is Started.
Restarting the Tomcat Service Using the Command Line Interface (CLI)
To restart the Cisco Tomcat service, use the CLI command utils service restart Cisco Tomcat.
For details on using CLI commands, see the applicable Command Line Interface Reference Guide for Cisco Unified
Communications Solutions, Release 12.0(1), available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/cli_ref/12_0_1/cucm_b_cli-reference-guide-1201.html.
Note
Web Inbox Not Working with Internet Explorer 9 on Windows 7 64 bit
If the Web Inbox is not working with Internet Explorer 9 on Windows 7 64 bit, make sure that the Media
Feature Pack is installed in your system.
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Confirming that the Tomcat Service is Running Using Real-Time Monitoring Tool (RTMT)
CHAPTER 30
Troubleshooting the HTML Notifications
Cisco Unity Connection allows you to deliver the SMTP-based HTML notifications for a new voice message
to the end users. These notifications can be sent as an HTML format embedded in the email via SMTP. The
users get the flexibility to receive the HTML notifications that can include customized icons, header, and
footer along with the link to access Mini Web Inbox. Mini Web Inbox is a player that allows user to play the
voice messages over computer or mobile devices.
Ensure that you have taken care of all the requirements and checklist while creating the HTML templates.
For more information on the checklist while creating and rendering a template, see the "Configuring User
Templates" section of the "User Attributes" chapter of the System Administration Guide for Cisco Unity
Connection, Release 12.x, available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/administration/guide/b_12xcucsag.html
For more information on 'Must Haves' for Mini Web Inbox, refer to the Quick Start Guide for the Cisco Unity
Connection Mini Web Inbox (Release 12.x), available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/quick_start/guide/b_12xcucqsginbox.html
It is recommended, that the Mini Web Inbox must always be opened from the notification email as it requires
certain URL parameters.
Note
• HTML Notifications Not Received By the Users, on page 223
• Images Not Displayed on Microsoft Outlook, on page 224
• Images Not Displayed on IBM Lotus Notes, on page 225
• Hyperlinks Not Visible in the Email Notification, on page 225
• Unable to Launch Mini Web Inbox, on page 225
• Unable to View the Updated Mini Web Inbox Interface in Internet Explorer, on page 225
• Unable to Play and Record Voice Messages on Computer Using Mini Web Inbox, on page 226
HTML Notifications Not Received By the Users
If the users are not receiving the HTML notifications, ensure the following steps:
• Confirm that the smart host hostname is configured from Cisco Unity Connection Administration. For
more information, see the "Integrated Messaging" section of the "Messaging" chapter of the System
Administration Guide for System Administration Guide for Cisco Unity Connection Release 12.x,
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available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/administration/guide/b_12xcucsag.html
• Ping the smart host from Unity Connection server. If the ping fails, there is a possibility that network
Unity Connection is not functional and you must restore the network Unity Connection.
• Confirm that the 'Unity Connection Notifier' service is up and running.
• Confirm that the HTML notification device is enabled. For more information on how to setup the HTML
notification device, see the "Notifications" chapter of the System Administration Guide for Cisco Unity
Connection, Release 12.x, available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/administration/guide/b_12xcucsag.html
• Confirm that a valid email address is specified while configuring HTML notifications for a user. For
more information on how to setup the HTML notification device, see the "Notifications" chapter of the
System Administration Guide for Cisco Unity Connection, Release 12.x, available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/administration/guide/b_12xcucsag.html
Images Not Displayed on Microsoft Outlook
If the user is using Microsoft Outlook client for checking the email notifications and is unable to view the
images in the notification, do the following steps:
• If the images are not displayed, right click the image and select the Show Images options.
• Make sure the minimum requirements for images to be displayed on Microsoft Outlook are met. To
check the settings for Microsoft Outlook, see the "Configuring Microsoft Outlook to Display Images in
an HTML Message Notification" section of the "Configuring an Email Account to Access Cisco Unity
Connection 12.x Voice Messages" chapter of the User Workstation Setup Guide for Cisco Unity
Connection Release 12.x, available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/user_setup/guide/b_12xcucuwsx.html
• If the authentication mode is selected, then make sure you are giving the correct credentials.
• If the user enters wrong password thrice continuously then Unity Connection does not prompt the user
again and the user must restart the Outlook. To enter the credentials and display the images in the
notification you must restart the Outlook.
• When prompted for credentials at the first instance, if the user clicks on the Cancel button and does not
enter Unity Connection credentials then no image is displayed in the email notification. You must restart
the Outlook to enter the Unity Connection credential and view the images.
• If the images are not getting displayed in the email notification even after installing the required hotfix
and Outlook has been restarted, then follow the below mentioned steps:
1. Check the version of MSO.DLL from the path C:\Program Files\Common Files\Microsoft
Shared\MSORUN on the Windows machine. Ensure that the version of MSO must include the fix. For
more information on version, see the Outlook 2007 and Outlook 2010hotfix.
2. After restarting Outlook, you must ensure that it is no longer running by ending any running process
of Outlook.exe from the Task Manager window. The changes to MSO.DLL take affect only after proper
shutdown and restart of the Outlook.
• Make sure that the registry entry for AllowImageProxyAuth was made for DWORD only.
• If the user is not able to see any images even after all the recommended settings, check the network
connectivity of the Unity Connection Server with Internet Explorer by copying the link of the images
and manually opening it over the browser. You can check the connectivity via wireshark captures and
filtering over SSL packet flow over 443 or 8443 port for the communication.
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Images Not Displayed on Microsoft Outlook
Images Not Displayed on IBM Lotus Notes
If the user is using IBM Lotus Notes for checking the email notification and unable to view the images, do
the following steps
• If the images are not displayed, right click the image and select show images options.
• If the authentication mode is selected, then make sure you are giving the correct credentials. For more
information on how to select the authentication mode, see the "Configuring the Authentication Mode"
section of the "Configuring an Email Account to Access Cisco Unity Connection 12.x Voice Messages"
chapter of the User Workstation Setup Guide for Cisco Unity Connection, Release 12.x, available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/user_setup/guide/b_
12xcucuwsx.html
Hyperlinks Not Visible in the Email Notification
If the hyperlinks given in the notification template are not visible in the notification, then you need to make
sure that the HTML notification template in Cisco Unity Connection Administration has the valid HTML tags
and all items (static, action, and status items) are given correctly.
For more information on how to define the tags and the items, see the "Configuring Notification Templates"
section of the "Notifications" chapter of the System Administration Guide for Cisco Unity Connection, Release
12.x, available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/administration/guide/b_12xcucsag.html
Unable to Launch Mini Web Inbox
If the user is unable to launch the Mini Web Inbox, ensure the following settings:
• Confirm that under COS assigned to the user, Web Inbox is enabled.
• Confirm that the message for which you are opening the Unity Connection Mini Web Inbox is not deleted.
• Confirm that the user is logged in with the valid user name.
Unable to View the Updated Mini Web Inbox Interface in
Internet Explorer
To View the Updated Interface of Unity Connection Mini Web Inbox
Step 1 Open Internet Explorer and then go to Tools.
Step 2 In the Internet Options window under the Browsing History section, click Settings.
Step 3 In the Temporary Internet Files and History Settings window, select the Every time I visit the webpage option to check
the newer version of stored pages option.
Step 4 Click Ok.
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Troubleshooting the HTML Notifications
Images Not Displayed on IBM Lotus Notes
Unable to Play and Record Voice Messages on Computer Using
Mini Web Inbox
If the user is unable to play and record voice messages on computer using Unity Connection Mini Web Inbox,
confirm the following:
• Confirm that the outdial number is configured. For more information on how to setup the outdial number
and other fields for the HTML notification device, see the "Configuring Notification Devices" section
of the "Notifications" chapter of the System Administration Guide for Cisco Unity Connection, Release
12.x, available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/administration/guide/b_12xcucsag.html
• Confirm that the callback number is configured.
• Confirm that the end user answers the phone.
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Unable to Play and Record Voice Messages on Computer Using Mini Web Inbox
CHAPTER 31
Troubleshooting Custom Roles
This section covers the problems that you might face while creating, updating, deleting or assigning custom
roles to users.
• Troubleshooting Custom Roles, on page 227
Troubleshooting Custom Roles
This section covers the problems that you might face while creating, updating, deleting or assigning custom
roles to users.
Unable to Configure Custom Role
While creating, updating or deleting a custom role, If you receive the "Not Authorised" error message, confirm
that you are logged in as a system administrator. Only a user with system administrator role can create, update
or delete custom roles.
Getting "Not Authorized" Error Message on Role Assignment or Unassignment
If you are not able to assign or unassign a custom role to any user, check te following:
1. Confirm that you are not trying to assign any of the system roles to the user. A system role can be assigned
to users only by the system administrator.
2. confirm that you have a role with Manage Users: Assign/Unassign Roles privilege. Do the following
steps to confirm the same:
Step 1 In Cisco Unity Connection Administration page, go to Users and select your user name.
Step 2 Go to Edit > Roles and note the role in the Assigned Role field.
Step 3 Go to System Settings > Roles > Custom Roles page and on the Search Custom Role page select the role assigned to
you.
Step 4 On the Edit Custom Role page check if the check box for the "Manage Users: Assign/Unassign Roles" privilege is checked.
If the checkbox is not checked that means you do not have the privilege to assign or unassign roles.
Step 5 Contact the system administrator to assign the privilege to the role assigned to you.
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Getting"NotAuthorized"ErroronCiscoUnityConnection AdministrationPages
After logging in to Cisco Unity Connection Administration page, if you are getting "Not Authorized" error
on every page, contact the system administrator to check that you have a role with "Read Access To System
Configuration Data - Read Access " privilege.
For information about custom roles and its configurations, see the Custom Rolessection in the "User Attributes"
chapter of the System Administration Guide for Cisco Unity Connection Release 12.x, available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/administration/guide/b_12xcucsag.html
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Getting "Not Authorized" Error on Cisco Unity Connection Administration Pages
APPENDIX A
Troubleshooting Tenant Partitioning
Troubleshooting Problems While Configuring Tenant Partitioning
This section covers the problems that you might face while configuring tenant partitioning.
Getting Error Message "COS is referenced by at least one user or user template" while Deleting a
Tenant
While deleting a tenant you may get this error message "COS is referenced by at least one user or user template".
This error may occur for any other objects that are associated with the tenant. This error occurs if the objects
mapped to a tenant like class of service are associated with users belonging to other tenants.
• Troubleshooting Issues while Deleting Tenant , on page 229
• Users of One Tenant are Able to Send Messages to Users of Other Tenants, on page 230
• Able to Hear the Opening Greeting Without being Asked for the PIN, on page 230
• Getting Option to Select Users from Other Partitions in Directory Result, on page 231
• Tenant Creation Fails with an Error Message "Non-Tenant users exist on Unity Connection", on page
231
• Troubleshooting Problems While Integrating with Call Manager, on page 232
• Troubleshooting Problems with Migration, on page 233
Troubleshooting Issues while Deleting Tenant
Step 1 Get object IDs of the class of service objects associated with the tenant using the URI:
https://<connection-server>/vmrest/tenants/<TenantObjectId>/coses
Get the list of user templates associated with the class of service object ID using the URI:
https://<connection-server>/vmrest/usertemplates?query=(CosObjectId%20is%20<CosObjectId>)
Here, replace <CosObjectId> with the COS Object Id that belongs to the tenant.
To get the list of user templates that belongs to the tenant, use the URI below:
https://<connection-server>/vmrest/usertemplates?query=(CosObjectId%20is%20<CosObjectId>%26PartitionObjectId%20is%20<PartitionObjectId>)
Step 2 Comparing results of the GET operations would provide list of user templates that are associated with the tenant's class
of service but are not a part of tenant's partition. You can correct this by changing the class of service association for
these user templates.
Step 3 Get the list of users associated with the class of service Object ID using the URI:
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https://<connection-server/vmrest/users?query=(CosObjectId%20is%20<CosObjectId>)
Here, replace <CosObjectId> with the class of service Object ID that belongs to the tenant. Now, to get the list of users
that belongs to the tenant, use the URI below:
https://<connection-server>/vmrest/users?query=(CosObjectId%20is%20<CosObjectId>%26PartitionObjectId%20is%20<PartitionObjectId>)
Step 4 Comparing results of both the GET operations provide with the list of users that are associated with the tenant's class of
service objects but are not a part of tenant's partition. You can correct this by changing the class of service association
for these users.
Step 5 Repeat Step 2 to Step 3 for all the class of service object IDs.
Step 6 Repeat Step 1 to Step 3 for other objects associated with a tenant.
Users of One Tenant are Able to Send Messages to Users of
Other Tenants
If the users of one tenant are able to send messages to users of other tenants through the Web Inbox, touchtone,
or voice recognition conversation, do the following:
1. Check the tenant's search space as it may contain partition(s) belonging to other tenants.
2. Run an HTTP GET request on the URI below to get Search Space Object ID for the tenant:
https://<connection-server>/vmrest/searchspacesmembers?query=(PartitionObjectId%20is%20<TenantPartitionObjectId>)
3. Run an HTTP GET request on the URI below to get the object ID for partitions belonging to the tenant's
search space:
https://<connection-server>/vmrest/searchspacesmembers?query=(SearchSpaceObjectId%20is%20<TenantSearchSpaceObjectId>)
4. Correct this by changing the association.
Able to Hear the Opening Greeting Without being Asked for the
PIN
If you are able to hear the opening greeting without being asked for the PIN, do the following;
1. Open Port Status Monitor and dial the pilot number.
2. On Port Status Monitor and check if the calls are going directly to the opening greeting.
3. To check this, get the list of routing rules for the tenant by sending a GET request to the URI and check
the value for the Rule Index field:
GET
https://<connection-server>/vmrest/routingrules?query=(SearchSpaceObjectId%20is%20<TenantSearchSpaceObjectId>)
To correct the routing rule order, see the CUPI APIs documentation for Routing Rules API.
http://docwiki.cisco.com/wiki/Cisco_Unity_Connection_Provisioning_Interface_%28CUPI%29_API_--_
Routing_Rules
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Users of One Tenant are Able to Send Messages to Users of Other Tenants
Getting Option to Select Users from OtherPartitions inDirectory
Result
1. Check Search Scope for the directory handler that belongs to the tenant.
2. If the value of SearchScope field is set to zero then it means that the Search Scope is set to entire server.
Set the search scope value to 6 to resolve the issue.
3. There is a possibility that the SearchScope field is set to search-space of some other tenant. Set the search
scope to search space of respective tenant to resolve the issue.
Debugging Steps
1. Check Search Scope for the directory handler that belongs to the tenant. To do this, run the following
HTTP GET request:
https://<connection
server>/vmrest/handlers/directoryhandlers?query=(PartitionObjectId%20is%20<TenantPartitionObjectId>)
If the value of SearchScope field is set to zero then it means that the Search Scope is set to entire server.
Set the search scope value to 6 to resolve the issue.
2. Enable Micro Traces for General Method returns and Parameter values(01), Data access(02), Named
property access(03) level ConvSub logs and Named props access(11), CDL Access(12), MIU Access(13)
and Search Space(04) level CDE logs from Cisco Unity Connection Serviceability.
3. For all the aliases that you hear over the call, there may be an entry in the diag_ CuCsMgr_*.uc log files.
4. Search space can contain multiple partitions. To check if there are multiple partitions in search space, you
can run the following HTTP GET request:
a. o get the search space: GET
https://<connection-server>/vmrest/searchspaces/<searchspace-objectid>/searchspacemembers?query=(PartitionObjectId%20is%20<TenantPartitionObjectId>)
From the above URI search space object ID of a tenant is obtained and it can be used to find the
associated partitions with the URI below.
b. To get the search space: GET
https://<connection-server>/vmrest/searchspaces/<searchspace-objectid>/searchspacemembers?query=(SearchSpaceObjectId%20is%20<SearchSpaceObjectId>
5. Check if the search space selected in search scope of directory handler belongs to the same tenant or not.
To do this, run the following HTTP GET request:
https://<connection server>/vmrest/handlers/directoryhandlers/<directoryhandler-objectid>
Check the search scope object ID, it should be same as that of the tenant.
Tenant Creation Fails with an Error Message "Non-Tenant users
exist on Unity Connection"
When a tenant creation API fails on a freshly installed system, do the following:
Try to create tenant in Unity Connection that is having users of any other partition, the following error displays:
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Getting Option to Select Users from Other Partitions in Directory Result
"Invalid parameter. Parameter = [Non-Tenant users exists on Unity Connection.Cannot proceed with Tenant
creation.], Value = [tbl_user]"
TroubleshootingProblemsWhileIntegratingwithCallManager
See the following sections:
Hearing the Fast Busy Tone on Dialing the Pilot Number
You may hear the fast busy tone while dialing the pilot number in the following two cases:
• Ports are busy or locked
• Ports required reset
Do the following:
1. Check on Cisco Unity Connection Administration if any ports require a reset.
2. In case you find any port group that requires a reset then login to Cisco Unity Connection Administration
and go to the Port Groups page.
3. If for any port group, value for the Needs Reset field is Yes, then reset the port group.
4. To investigate if ports are busy:
• Check if ports are busy or number of incoming calls is significantly high in peak hours only or all
the time. Based on the tenant's requirement there might be a need to add additional ports.
• Check Unity Connection phone system: Check ports in Use Counter using the Real-Time Monitoring
Tool (RTMT) to see if ports are busy.
• The ports may be marked busy even if the ports are locked.
• To verify, check using the RTMT if the port frees up after a call ends and it answers other incoming
calls.
• Check the CUC Phone System: Check the Ports Locked counter for any locked ports. You can reset
the port to resolve the port lock issue.
The Ports locked counter in RTMT can be checked in the CUC Phone System counter.
Hearing the Error Message - "The system is temporarily unable to complete
your call" on Dialing the Pilot Number
To Resolve Issues When there are No Appropriate Routing Rules in Unity Connection
Step 1 Enable Threads(11) and Ports(13) level Micro Traces for Arbiter on Cisco Unity Connection Serviceability. Check the
diag_CuCsMgr_*.uc log file for the phone system:
'Failed to find routing rule=<PhoneSystem_1>'
where "PhoneSystem_1" is the name of the phone system
Step 2 For details on how to view diagnostic traces, see the Using Diagnostic Traces for Troubleshooting, on page 1 section.
Step 3 In case, no routing rules exist for the tenant, you can add them using the POST operation on the routing rules API. To
identify that which type of routing rules (direct or forward) need to be added, you can use the Port Status Monitor.
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Troubleshooting Problems While Integrating with Call Manager
If the Port Status Monitor displays that the call does not contain a redirecting ID and value for the Reason field is direct,
then Direct Routing Rule is added else add the Forward Routing Rule.
Step 4 If routing rule condition has been removed or is missing from a routing rule on Unity Connection then the routing rule
that comes later in the list, is never reached. To check or to investigate the issue:
a. Check if tenant's phone system is added as a routing rule condition in the routing rules for that tenant. For more
information refer to the Routing Rule Condition APIs available at
http://docwiki.cisco.com/wiki/Cisco_Unity_Connection_APIs.
b. Enable the Micro Traces for Routing Rules and "Thread (11) and Ports(13)" for Arbiter on Cisco Unity Connection
Serviceability and check the logs for any errors or issues.
c. Check the phone system configuration like phone system, port groups, ports and SIP security profile for Unity
Connection. You can check the following:
• Verify that the port number specified in SIP Trunk profile on Cisco Unified Communications Manager and the Port
Group on Unity Connection are same.
• Verify that SIP Trunk Security Profile on Cisco Unified Communications Manager has the correct incoming port
number.
• Verify the Cisco Unified Communications Manager IP address or hostname specified in port group on Unity
Connection.
Troubleshooting Problems with Migration
See the following sections:
"Mailbox could not be loaded" Error Shows Up
If the error "Mailbox could not be loaded" shows up for one or more subscribers on Web Inbox after migrating
data from a multi-tenant Unity Connection to another multi-tenant Unity Connection, do the following:
Check if the setting required for mailbox access may be lost during migration. To enable it back, do the
following:
1. You need the object ID of the class of service for each subscriber and run the following GET request to
get the class of service object ID:
https://<connection-server>/vmrest/users?query=(Alias%20is%20<UserAlias>
2. Send a PUT request to the URI below to enable the setting:
https://<connection-server>/vmrest/coses/<CosObjectId>
SMTP Proxy Address Not Updated on Unity Connection for One or More
Subscribers After Migration
1. Look for the errors or warnings in the log files after migration at the following location:
<COBRASInstallationDirectory>/logs
2. Check whether any subscriber has the same SMTP proxy address by sending a GET request to the URI:
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Troubleshooting Problems with Migration
https://<connection-server>/vmrest/smtpproxyaddresses?query=(SmtpAddress%20is%20<SmtpProxyAddress>)
Here, <SmtpProxyAddress> is the field for which the update failed.
3. Run the HTTP GET request below to get the SMTP Proxy addresses URI for the subscriber(s):
https://<connection-server>/vmrest/users?query=(ObjectId%20is%20<UserObjectId>)
4. Perform an HTTP POST operation on the URI to create the SMTP proxy address and associate it with
the object ID of the user:
https://<connection-server>/vmrest/smtpproxyaddresses
Hearing a Wrong Post Greeting Recording for Users Belonging to a Tenant
If you are hearing a wrong post greeting recording for users belonging to a tenant, do the following:
1. Check if the post greeting recording with the same name already exists in the Unity Connection.
2. Look for the errors or warnings in the log files after migration at the following location:
<COBRASInstallationDirectory>/logs
3. Administrator can pick the missing recording from the backup of the destination Unity Connection, or
else re-recording needs to be done.
Getting Incorrect Time for Incoming or Outgoing Messages
In COBRAS migration, for any subscriber if timezone in the source Unity Connection is set to system default
timezone then after migration in the destination Unity Connection, it would be set to the timezone that the
tenant was created with.
To set it right, do the following:
1. Get the list of users belonging to the tenant using the URI:
https://<connection-server>/vmrest/users?query=(Alias%20is%20<UserAlias>)
2. Send an HTTP PUT request to the following URI in order to set the time zone for the user to system
default time zone:
https://<connection-server>/vmrest/users/<UserObjectId>
Get Incorrect Language for the Incoming or Outgoing Users
In COBRAS migration, for any subscriber if language in the source Unity Connection is set to system default
language then after migration, in the destination Unity Connection, it would be set to the language that the
tenant was created with.
To set it right, do the following:
1. Get the list of users belonging to the tenant using the URI:
https://<connection-server>/vmrest/users?query=(Alias%20is%20<UserAlias>)
2. Send an HTTP PUT request to the following URI in order to set the timezone for the user to system default
timezone:
https://<connection-server>/vmrest/users/<UserObjectId>
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Hearing a Wrong Post Greeting Recording for Users Belonging to a Tenant
APPENDIX B
Troubleshooting Phone View
• Problems with Phone View, on page 235
• Using Traces to Troubleshoot Phone View Issues, on page 237
Problems with Phone View
Use the troubleshooting information in this section if an error message appears when the user attempts to use
Phone View. Consider the following possible causes:
• The application user is configured incorrectly. See the Application User Configured Incorrectly, on page
235 section.
• The user phone configuration is not correct. See the User Phone Configuration Not Correct, on page 236
• The phone system integration is configured incorrectly. See the Phone System Integration Configured
Incorrectly, on page 236
The Phone View feature is supported only with Cisco Unified Communications Manager phone system
integrations.
The Phone View feature may not function correctly outside a firewall or through a VPN router. Requirements
for Phone View are available in the "Requirements for Phone View " section of the System Requirements for
Cisco Unity Connection Release 12.x, available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/requirements/b_12xcucsysreqs.html
.
Application User Configured Incorrectly
The problem may be caused by the incorrect configuration of the application user on the Cisco Unified
Communications Manager server.
To Verify the Configuration of the Application User
Step 1 In Cisco Unified Communications Manager Administration, on the User Management menu, select Application User
.
Step 2 On the Find and List Application Users page, select Find .
Step 3 Select the user ID of the application user that is used by Phone View.
Step 4 On the Application User Configuration page, under Application User Information, select Edit Credential .
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Step 5 On the Credential Configuration page, confirm that the following check boxes are checked:
• User Must Change at Next Login
• Does Not Expire
Step 6 Select Save .
Step 7 In the Related Links box, select Back to User and select Go .
Step 8 On the Application User Configuration page, under Application User Information, in the Password field, reenter the
password.
Step 9 In the Confirm Password field, reenter the password.
Step 10 Under Device Information, in the Controlled Devices field, confirm that the devices that are associated with the
application user account are correct and select Save .
Step 11 On the System menu, select Enterprise Parameters .
Step 12 On the Enterprise Parameters Configuration page, under Phone URL Parameters, in the URL Authentication field,
confirm that the URL is correct.
Step 13 If you made any changes, select Save .
User Phone Configuration Not Correct
One possible cause may be that the configuration on the user phone is not current. You can reboot the phone
so that it reloads the configuration from the Cisco Unified CM server.
Another possible cause is that the user phone is not supported.
Phone System Integration Configured Incorrectly
The problem may be caused by the incorrect configuration of the Cisco Unified CM phone system integration
in Cisco Unity Connection Administration.
To Verify the Configuration of the Cisco Unified Communications Manager
Phone System Integration
Step 1 In Cisco Unity Connection Administration, expand Telephony Integration, then selectPhone Systems .
Step 2 On the Search Phone Systems page, select the name of the phone system.
Step 3 On the Phone System Basics page, under Phone View Settings, confirm that the Enable Phone View check box is checked.
Step 4 In the CTI Phone Access Username field, confirm that the name of the application user in Cisco Unified CM Administration
is correct.
The name of the application user is case-sensitive.
Note
Step 5 In the CTI Phone Access Password field, reenter the password of the application user in Cisco Unified CM Administration
and select Save .
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Troubleshooting Phone View
User Phone Configuration Not Correct
To Verify the Configuration of the User
Step 1 In Cisco Unity Connection Administration, expand Users, then select Users. On the Search Users page, select the name
of the user.
Step 2 On the Edit User Basics page, on the Edit menu, select Phone Menu..
Step 3 On the Phone Menu page, under Finding Messages with Message Locator, confirm that the Enable check box is checked.
Step 4 Confirm that the Enable Phone View check box is checked and select Save .
Using Traces to Troubleshoot Phone View Issues
You can use traces to troubleshoot phone view issues. For detailed instructions on enabling the applicable
traces and viewing the trace logs, see the Using Diagnostic Traces for Troubleshooting, on page 1 section.
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Troubleshooting Phone View
To Verify the Configuration of the User
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Troubleshooting Phone View
Using Traces to Troubleshoot Phone View Issues
APPENDIX C
Troubleshooting Media Player
This chapter contains the troubleshooting scenarios of Media Player with resolution.
• Using the Phone Device for Playback and Recording in Media Player , on page 239
• Problem Uploading a File in the Media Player, on page 240
• Unknown Error Appears while Using Media Player with Phone, on page 241
Using the Phone Device for Playback and Recording in Media
Player
The Media Player supports the phone as a playback and recording device. The phone device is always available
to users. Using Number or URI field, users can configure the active phone number for the phone device (the
default value is the primary Unity Connection extension of the user).
The phone device sends requests over the network to the Unity Connection server to call the active phone
number. When the phone answers, the phone device proceeds with either playing back or recording the voice
recording. The call can fail for these reasons:
• Either no active phone number value is defined, or it is defined incorrectly.
• The phone system to which the user is assigned does not have any TRAP ports enabled.
• All TRAP-capable ports on the phone system are busy.
• No phone system is designated to handle TRAP connections.
Problems with the Phone Device Ringing the Phone for Playback or Recording of a Voice Message
Use the troubleshooting information in this section if the phone device either does not ring the phone, or rings
the phone only once for playback or recording of voice messages:
• Phone numbers of different lengths are configured on the phone system, causing the phone system
to wait for additional digits- If your site uses phone numbers that vary in length (for example, some
users have five-digit numbers and others have four-digit numbers) this can cause a slight delay of
approximately two seconds before the call is connected.
The reason for the delay is that the phone system waits to determine that the entire
phone number has been dialed before it connects the call.
Note
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• The phone number dialed by the Media Player is not the expected number -Confirm that the active
phone number specified in the Media Player is correct. To do this, check the Active Phone Number value
for the Primary Extension or Other Number in the Number or URI field on the Media Player.
• No phone system is designated to handle TRAP connections -By default, the first phone system that
is integrated with Unity Connection is designated to handle TRAP connections for the Media Player. If
this phone system is replaced by another integration, the new phone system might not be designated to
handle TRAP connections.
When a phone system is not designated to handle TRAP connections, the following error appears.
Could not establish a phone conversation.
The server reports the following:
Code: 26
Description: Cannot find a switch to route the call
Follow the steps in the Designating a Phone System to Handle TRAP Connections section.
Designating a Phone System to Handle TRAP Connections
Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations , then select Phone System .
Step 2 On the Search Phone Systems page, select the name of the phone system that you want to handle TRAP connections.
Step 3 On the Phone System Basics page, check the Default TRAP Switch check box and select Save .
Problem Uploading a File in the Media Player
When you attempt to use a previously recorded WAV file (for example, an announcement that was recorded
earlier) rather than making a new recording using a phone or computer, the Media Player may display the
following error message while saving the page:
"Audio format not supported"
To resolve this problem, do one of the following:
• Convert the WAV file to another audio format (for example, convert it to the G.711 audio format).
• Use a WAV file that is recorded in a supported audio format.
• Make the recording using a phone.
You must Save the page after uploading the WAV file on the Media Player.
Note
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Troubleshooting Media Player
Designating a Phone System to Handle TRAP Connections
Unknown Error Appears while Using Media Player with Phone
While using Media Player for record, play, upload and download, the Media Player may display the following
error message when phone is used as a playback and recording device:
"Unknown error. Please contact to System Administrator"
If you receive the above error message, you need to enable the VMREST (all levels) traces and see the
diag_Tomcat_*.uc log file to troubleshoot the problem.
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Troubleshooting Media Player
Unknown Error Appears while Using Media Player with Phone
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Unknown Error Appears while Using Media Player with Phone
APPENDIX D
Troubleshooting SNMP
Cisco Unity Connection supports Simple Network Management Protocol (SNMP) to provide standard network
management. Unity Connection SNMP uses the SNMP Master Agent service in Cisco Unified Serviceability
and the Unity Connection SNMP Agent service in Cisco Unity Connection Serviceability.
Unity Connection SNMP supports CISCO-UNITY-MIB from Cisco Unity.
Note
• Problems with SNMP, on page 243
• Using Traces to Troubleshoot SNMP Issues, on page 244
Problems with SNMP
Use the troubleshooting information in this section if you experience problems with SNMP.
SNMP Master Agent Service Not Running
The SNMP Master Agent service in Cisco Unified Serviceability runs as the master agent. Do the following
procedure to confirm that the service is running.
To Confirm That the SNMP Master Agent Service Is Running
Step 1 In Cisco Unified Serviceability, on the Tools menu, select Control Center - Network Services .
Step 2 On the Control Center - Network Services page, under Platform Services, confirm that the status of the SNMP Master
Agent service is Started .
Step 3 If the status is not Started, select SNMP Master Agent and select Restart .
Connection SNMP Agent Service Not Running
The Connection SNMP Agent service in Cisco Unity Connection Serviceability runs as a subagent. Do the
following procedure to confirm that the service is running.
To Confirm That the Unity Connection SNMP Agent Service Is Running
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Step 1 In Cisco Unity Connection Serviceability, on the Tools menu, select Service Management .
Step 2 On the Control Center - Feature Services page, under Base Services, confirm that the Connection SNMP Agent service
status is Started. If the service status is Stopped, select Start.
SNMP Community String Configured Incorrectly
The SNMP community string must be configured for SNMP to function correctly. Do the following procedure
to confirm that the SNMP community string is configured correctly.
To Confirm That the SNMP Community String Is Configured Correctly
Step 1 In Cisco Unified Serviceability, on the SNMP menu, select V1/V2 > Community String .
Step 2 On the SNMP Community String Configuration page, select Find .
Step 3 If an SNMP community string appears, select the name. If there is no SNMP community string, select Add New .
Step 4 Enter any applicable settings and verify the settings.
Step 5 Select Save .
Step 6 When prompted that the SNMP Master Agent service is restarted, select OK .
Using Traces to Troubleshoot SNMP Issues
You can use traces to troubleshoot SNMP issues. For detailed instructions on enabling the applicable traces
and viewing the trace logs, see the Using Diagnostic Traces for Troubleshooting, on page 1
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Troubleshooting SNMP
SNMP Community String Configured Incorrectly
APPENDIX E
Troubleshooting Multi-Server Certificate
Cisco Unity Connection supports Multi-server Subject Alternate Name (SAN). See the following sections for
information on troubleshooting problems with Multi-server certificates.
• Initial Debugging and Identifying Topology Details, on page 245
Initial Debugging and Identifying Topology Details
Initial Debugging
• Identify the hostname of both the publisher and subscriber nodes in the Unity Connection cluster.
• Identify the node from which the CSR was generated and pushed.
• Identify the node from which the certificate was uploaded.
• Ensure that the Cisco Tomcat and Platform Administrative Web Service (PAWS) are running.
You can use the utils service list CLI command to list the running services.
Note
Collecting Log Files
The logs can be collected by the Real-Time Monitoring Tool (RTMT) or the Command Line Interface. For
detailed instructions, see the "Traces and Logs" chapter of the Cisco Unified Real-Time Monitoring Tool
Administration Guide, Release 12.0(1), available at
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/service/12_0_1/rtmt/cucm_b_cisco-unified-rtmt-administration-1201.html
CLI commands to List and Get Log Files
• CLI command to list the log file is file list<file name>
• CLI command to get the log file is file get<file name>
Required Log Files
There are two log files that needs to be collected for analyzing issues with Multi-server Certificate.
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• Cisco Tomcat.
• Connection Branch Sync Service.
CLI Commands examples
Below are the CLI command examples to list and collect the log files.
• CLI command to list the log files:
• file list activelog cuc/diag_Tomcat*
• file list activelog cuc/diag_CUCE_Sync*
• CLI command to collect the log file:
• file get activelog cuc/diag_Tomcat_00000001.uc
• file get activelog cuc/diag_CUCE_Sync00000001.uc
After analyzing the log files, if you cannot resolve the problem, contact Cisco TAC.
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Troubleshooting Multi-Server Certificate
CLI Commands examples
INDEX
A
addressing 40, 96, 98, 99, 100
intersite networking problems with Cisco Unity 98
intrasite or intersite networking problems 96
networked messages 96
to local recipients 40
VPIM messages and blind addressing, problems 100
VPIM messages to specific recipients, problems 99
Apache Tomcat 203, 205, 219, 221
and CPCA errors 203
and Web Inbox errors 219
service, verifying 205, 221
audio quality 149, 150, 151, 153
choppy audio 149
garbled prompts 151
garbled recordings 150
low volume of recordings 151
prompts with jitter 151
traces 153
authentication, troubleshooting when Cisco Unified CM authentication
is configured for ports 131
B
blind addressing, VPIM 100
busy greeting, does not play 37
C
call control 122
Call Transfer Rule Tester 209
changing passwords, effect on IMAP email client access to
Connection 71
Cisco PCA 200, 201, 202, 203, 205
access problems 200, 201
Apache Tomcat errors 203
error messages 201
locked user account 202
managing security alerts when using SSL connections 200
saving changes, problems 201
Tomcat service, verifying 205
Cisco Unified Real-Time Monitoring Tool (RTMT) 21
Cisco Unified Serviceability 21
Cisco Unity Diagnostic Tool 178
voice-recognition macro trace logs 178
Cisco Utilities Database Link for Informix 22
Cisco Voice Technology Group Subscription tool 21
Connection cluster 167, 168, 169, 170
Add New button disabled 170
both servers have Primary status 168
cannot access alert logs when publisher server is not
functioning 170
cluster does not function correctly 169
server does not handle calls 167
Connection Serviceability 20
cross-server sign-in 107, 108
about 107
home server cannot be reached 107
user ID and PIN not accepted 108
users do not hear PIN prompt 107
cross-server transfers 107, 108, 109
about 107
call cannot be completed 109
callers prompted to leave a message 108
callers transferred to wrong user 109
CUDLI 22
Custom Key Map tool 181
D
Database Proxy 22
diagnostics 63, 78, 86
IMAP client problems 63, 78
SpeechView transcriptions 86
directory handler 39
E
emails, accessing in an external message store 64
encryption, troubleshooting when Cisco Unified CM encryption is
configured for ports 131
error messages for Cisco PCA 201
error messages for Web Inbox 218
external message store, access to emails 64
external services 64, 69, 70
access to emails in an external message store 64
diagnostic tool 70
personal call transfer rules (PCTRs) 69
Troubleshooting Guide for Cisco Unity Connection Release 12.x
IN-1
external services (continued)
Test button, diagnostic tool 70
F
fax 191, 192, 194, 196
delivery to fax machine 192
delivery to users 191
notifications by Connection 194
quality 196
G
Grammar Statistics tool, accessing 19
greetings, busy greeting does not play 37
H
Help menu, long pauses when listening to 182
I
IMAP client, messages not received 73
IMAP email access to Connection 71, 72
overview 71
with LDAP configured 72
without LDAP configured 71
integration 35, 121, 122, 123, 125, 128, 130, 131, 134
call control 122
calls not answered 134
calls not transferred to the correct greeting 35
calls to Cisco Unity Connection fail 122
Check Telephony Configuration test 121
Cisco Unified CM authentication or encryption 131
Cisco Unified CM through SCCP or SIP trunk 130
not answering calls 122
not answering some calls 123
port do not register 125, 128
ports repeatedly disconnect 125, 128
Remote Port Status Monitor 121
intersite networking, linking sites 87, 112, 117
K
key mapping problems 181
key presses (touchtones) 29
M
message delivery problems 60, 75
message notifications 155, 157, 158, 159, 161, 162, 163
devices added are triggered at all hours 163
intermittent failure 162
missed attempts 157
nonfunctional 159
message notifications (continued)
port configuration 155
repeat notifications 158
slow for a user 157
slow for multiple users 155
SMS 161
SMTP 162
messages 40, 60, 75, 100, 101, 102
addressing 40
intrasite or intersite networking, not received 100
intrasite or intersite networking, replies not delivered 101
networked message transport 100
received in email account 60, 75
VPIM, incoming not received 101
VPIM, outgoing not received 102
Messaging Assistant 201
access problems 201
saving changes, problems 201
Messaging Inbox 201
access problems 201
saving changes, problems 201
MWIs 141, 142, 144, 145, 146, 147
causes for turning on and off 141
configuring port memory 145
delay turning on or off 146
deleting MWI ports when port memory is used 145
do not turn on or off 142
message count not given on the phone 147
synchronizing 144
turn on but not off 144
when to synchronize 144
N
networking, intersite 87, 98, 104, 105, 112, 117
Cisco Unity users unable to address messages 98
directory synchronization problems between a Connection site and
a Cisco Unity site 105
directory synchronization problems between two Connection
sites 104
linking sites 87, 112, 117
unable to contact the remote site 87
networking, intrasite 102, 103
automatic replication stalled 103
directory synchronization problems 102
manual replication stalled 103
push and pull replication status mismatch 103
USN mismatch 102
networking, intrasite or intersite 96, 100, 101, 107
addressing messages 96
Connection users unable to address messages 96
cross-server sign-in and transfer problems 107
message transport 100
message transport problems 100
replies to messages sent by remote senders not delivered 101
nondelivery receipts 79
Troubleshooting Guide for Cisco Unity Connection Release 12.x
IN-2
INDEX
P
passwords, effect that changing has on IMAP email client access to
Connection 71
personal call transfer rules 69, 201, 207, 208, 209, 210, 212, 213
access problems 201
access to calendar information 69
call behavior, inconsistent 213
call holding unavailable 208
call looping during rule processing 213
call screening unavailable 208
Call Transfer Rule Tester, using 209
conditions related to meetings 210
destinations 207
destinations, editing prepopulated 208
rule set failure 209
rules without a "from" condition, creating 208
saving changes, problems 201
settings unavailable 207
voice-recognition conversation problems 212
phone system integration 35, 121, 122, 123, 125, 128, 130, 131, 134
call control 122
calls not answered 134
calls not transferred to the correct greeting 35
calls to Cisco Unity Connection fail 122
Check Telephony Configuration test 121
Cisco Unified CM authentication or encryption 131
Cisco Unified CM through SCCP or SIP trunk 130
not answering calls 122
not answering some calls 123
ports do not register 125, 128
ports repeatedly disconnect 125, 128
Remote Port Status Monitor 121
ports, troubleshooting when Cisco Unified CM authentication or
encryption is configured 131
prompts, garbled or jitter 151
R
reconfiguring MWI ports when port memory is used 145
recordings 150, 151
garbled audio stream 150
low volume 151
Remote Administration Tools 22
Remote Port Status Monitor 22
reorder tone, user hears when answering call from Connection 39
reports 197, 198
Connection Reports Harvester Service, confirming 197
data collection cycle, adjusting 198
no data appears 197
S
security alerts, managing when using SSL connections 200
SMS notifications 161
SMTP notifications 162
SpeechView 81, 82, 83, 84
basic configuration settings 81
confirming services 83
proxy server issues 82
SMTP configuration, verifying 84
transcription notifications 83
transcription service configuration 82
user expectation issues 83
T
Task Management tool, accessing 20
Tomcat, verifying service started 205, 221
traces 2, 3, 4, 6, 7, 8, 10, 12, 13, 14, 15, 16, 17, 69, 70, 153, 182
accessing emails in an external message store 4
audio 2, 12
audio quality 153
backing up and restoring 17
calendar integration 2
call issues 12
call issues (micro traces) 2
Cisco Unified Serviceability traces for selected problems 16
Cisco Unity Connection Serviceability 13
Cisco Unity Connection Serviceability macro traces for selected
problems 12
client issues 12
client issues (micro traces) 3
Connection cluster 3
conversations 13
digital networking 14
enabling 15, 17
external services 2, 4, 7, 8
fax 4
LDAP 4, 17
messages 4, 13
MWIs 14
networking 6, 14
personal call transfer rules 7
personal call transfer rules, access to calendar information 69
Phone View 7
reports 7
restoring and backing up 17
RSS feeds 8
SNMP 8
SpeechView, Transcriptions 8
startup issues 15
Test button (external service diagnostic tool) 70
Test button (external services and external service accounts) 8
Text to Speech 15
use for viewing WAV filenames 182
viewing trace logs 15, 17
VMREST 8, 10
VPIM 6, 14
web application sign-in 17
Web Inbox 8, 10
Troubleshooting Guide for Cisco Unity Connection Release 12.x
IN-3
INDEX
U
unable to contact the remote site 87
unified messaging 49
users, locating 39, 40
during message addressing 40
in a directory handler 39
utilities and tools 19, 20, 21, 22
Cisco Unified Serviceability 21
Cisco Voice Technology Group Subscription Tool 21
Connection Serviceability 20
Grammar Statistics 19
Remote Port Status Monitor 22
RTMT 21
Task Management 20
utterance captures, using to diagnose voice-recognition problems 179
V
ViewMail for Outlook 76
form does not appear 76
voice messaging ports, troubleshooting when Cisco Unified CM
authentication or encryption is configured 131
voice-recognition conversation 19, 175, 176, 177, 178, 179, 180
confirmation confidence setting 178
Grammar Statistics tool 19
voice-recognition conversation (continued)
service not available 176
usernames not recognized 176
users hear phone keypad (touchtone) conversation 175
using diagnostic traces 178
using the Remote Port Status Monitor 180
using utterance captures 179
voice commands not recognized 177
VPIM 99, 100, 101, 102
incoming messages not received 101
outgoing messages not received 102
users unable to address messages to specific recipients 99
users unable to blind address messages 100
W
WAV file, determining which is played 182
Web Inbox 218, 219, 221, 222
Apache Tomcat errors 219
error messages 218
locked user account 219
No messages displayed 221, 222
Sent messages not displayed 221
Tomcat service, verifying 221
Unresponsive Flash Player dialog box 221
Troubleshooting Guide for Cisco Unity Connection Release 12.x
IN-4
INDEX
