- Preface
- Overview of Cisco Unity Connection 10.x Troubleshooting
- Diagnostic Traces in Cisco Unity Connection 10.x
- Troubleshooting Utilities Used in Cisco Unity Connection 10.x
- Troubleshooting Reports in Cisco Unity Connection 10.x
- Troubleshooting Fax in Cisco Unity Connection 10.x
- Troubleshooting Unified Messaging in Cisco Unity Connection 10.x
- Troubleshooting Microsoft Office 365 for Unified Messaging in Cisco Unity Connection 10.x
- Troubleshooting the Phone System Integration in Cisco Unity Connection 10.x
- Troubleshooting Message Waiting Indicators (MWIs) in Cisco Unity Connection 10.x
- Troubleshooting Audio Quality in Cisco Unity Connection 10.x
- Troubleshooting Licensing in Cisco Unity Connection 10.x
- Troubleshooting a Cisco Unity Connection 10.x Cluster Configuration
- Troubleshooting Tenant Partitioning in Cisco Unity Connection 10.x
- Troubleshooting User and Administrator Access in Cisco Unity Connection 10.x
- Troubleshooting Call Transfers and Call Forwarding in Cisco Unity Connection 10.x
- Troubleshooting Messages in Cisco Unity Connection 10.x
- Troubleshooting IMAP Clients and ViewMail for Outlook in Cisco Unity Connection 10.x
- Troubleshooting Transcription (SpeechView) in Cisco Unity Connection 10.x
- Troubleshooting Searching and Addressing in Cisco Unity Connection 10.x
- Troubleshooting Networking in Cisco Unity Connection 10.x
- Troubleshooting Cisco Unity Connection SRSV in Unity Connection 10.x
- Troubleshooting Video Greetings in Cisco Unity Connection 10.x
- Troubleshooting Notification Devices in Cisco Unity Connection 10.x
- Troubleshooting Non-Delivery Receipts in Cisco Unity Connection 10.x
- Troubleshooting Cisco Unity Connection 10.x Conversation
- Troubleshooting Voice Recognition in Cisco Unity Connection 10.x
- Troubleshooting Personal Call Transfer Rules in Cisco Unity Connection 10.x
- Troubleshooting SAML SSO in Cisco Unity Connection Release 10.x
- Troubleshooting Personal Communication Assistant in Cisco Unity Connection 10.x
- Troubleshooting the Web Inbox in Cisco Unity Connection 10.x
- Troubleshooting the Connection Mini Web Inbox in Cisco Unity Connection 10.x
- Troubleshooting the Media Master in Cisco Unity Connection 10.x
- Troubleshooting Phone View in Cisco Unity Connection 10.x
- Troubleshooting SNMP in Cisco Unity Connection 10.x
- Troubleshooting Comet Notifications over SSL in Cisco Unity Connection 10.x
- Troubleshooting Multi-Server Certificate in Cisco Unity Connection 10.x
- Index
Diagnostic Traces in Cisco Unity Connection 10.x
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.
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).
- Cisco Unity Connection Serviceability Micro Traces for Selected Problems
- Cisco Unity Connection Serviceability Macro Traces for Selected Problems
- Using Cisco Unity Connection Serviceability Traces to Troubleshoot Problems
Cisco Unity Connection Serviceability Micro Traces for Selected Problems
You can use Cisco Unity Connection Serviceability micro traces to troubleshoot problems with specific Unity Connection components. 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 2-1 lists the information for 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 in Version 10.x” chapter of the Administration Guide for Cisco Unity Connection Serviceability Release 10.x, available at http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/10x/serv_administration/guide/10xcucservagx/10xcucservag030.html.)
Note Enabling Cisco Unity Connection Serviceability micro traces decreases system performance. Enable traces only for troubleshooting purposes.
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Cisco Unified Personal Communicator client (IMAP-related issues) (see also “Cisco Unified Personal Communicator client (IMAP-related issues)” in Table 2-2 ) |
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ViewMail for Outlook (sending and receiving messages) (see also “ViewMail for Outlook (sending and receiving messages)” in Table 2-2 ) |
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(see also “LDAP synchronization” in Table 2-3 ) |
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(see also “Dispatch messages” in Table 2-2 ) |
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(see also “IMAP messages”in Table 2-2 ) |
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Message delivery and retrieval (see also “Message delivery and retrieval” in Table 2-2 ) |
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(see also “Notifications not sent” in Table 2-2 ) |
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Intrasite Networking replication (see also “Intrasite Networking replication” in Table 2-2 ) |
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(see also “VPIM message delivery” in Table 2-2 ) |
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Test Button (External Service and External Service Account) Issues |
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Interactions with Representational State Transfer (REST) API |
Cisco Unity Connection Serviceability Macro Traces for Selected Problems
Cisco Unity Connection Serviceability macro traces enable a preselected set of Cisco Unity Connection Serviceability micro traces with which you can troubleshoot general areas of Unity Connection functionality.
Table 2-2 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 in Version 10.x” chapter of the Administration Guide for Cisco Unity Connection Serviceability Release 10.x, available at http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/10x/serv_administration/guide/10xcucservagx/10xcucservag030.html).
Note Enabling Cisco Unity Connection Serviceability macro traces decreases system performance. Enable traces only for troubleshooting purposes.
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Call Control (Miu) Traces (expand the macro trace to select SIP or SCCP) |
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Call Control (Miu) Traces (expand the macro trace to select SIP or SCCP) |
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Cisco Unified Personal Communicator client (IMAP-related issues) (see also “Cisco Unified Personal Communicator client (IMAP-related issues)” in Table 2-1 ) |
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ViewMail for Outlook (sending and receiving messages) (see also “ViewMail for Outlook (sending and receiving messages)” in Table 2-1 ) |
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(see also “Dispatch messages” in Table 2-1 ) |
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(see also “IMAP messages” in Table 2-1 ) |
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Message delivery and retrieval (see also “Message delivery and retrieval” in Table 2-1 ) |
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(see also “Notifications not sent” in Table 2-1 ) |
Traces for Other Notification Problems (expand the macro trace to select SIP or SCCP) |
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Traces for MWI problems (expand the macro trace to select SIP or SCCP) |
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Intrasite Networking replication (see also “Intrasite Networking replication” in Table 2-1 ) |
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(see also “VPIM message delivery” in Table 2-1 ) |
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Call Control (Miu) Traces (expand the macro trace to select SIP or SCCP) |
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Using Cisco Unity Connection Serviceability Traces to Troubleshoot Problems
When you use Cisco Unity Connection Serviceability micro traces or macro traces to troubleshoot problems in Cisco 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.
- To Enable Cisco Unity Connection Serviceability Micro Traces and View Trace Logs
- To Enable Cisco Unity Connection Serviceability Macro Traces and View Trace Logs
To Enable Cisco Unity Connection Serviceability Micro Traces and View Trace Logs
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 the micro trace that you want to set and select Go.
Step 4 Under Micro Traces, check the check boxes for the micro-trace levels that you want to set and select Save.
Step 6 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 Solutions at http://www.cisco.com/en/US/products/ps6509/prod_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 Collect Files.
Step 9 In the Select CUC Services/Application tab, check the check boxes for the applicable services and select Next.
Step 10 In the Select System Services/Applications tab, select Next.
Step 11 In the Collection Time group box, specify the time range for which you want to collect traces.
Step 12 In the Download File option group box, specify the options you want for downloading traces.
Step 14 To view the trace files that you collected, you can use the Local Browse option of the trace collection feature.
Step 15 In Cisco Unity Connection Serviceability, disable the traces that you enabled in Step 3 and Step 4, then select Save.
To Enable Cisco Unity Connection Serviceability Macro Traces and View Trace Logs
Step 1 In Cisco Unity Connection Serviceability, on the Trace menu, select Macro Traces.
Step 2 On the Macro Traces page, in the Server field, select the name of the Unity Connection server and select Go.
Step 3 Check the check box of the macro trace that you want to enable.
Step 4 Expand the macro trace, and check the check box for the levels that you want to enable.
Step 7 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 Solutions at http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.
Step 8 In RTMT, on the System menu, select Tools > Trace > Trace & Log Central.
Step 9 In the Trace & Log Central tree hierarchy, double-click Collect Files.
Step 10 In the Select CUC Services/Application tab, check the check boxes for the applicable services and select Next.
Step 11 In the Select System Services/Applications tab, select Next.
Step 12 In the Collection Time group box, specify the time range for which you want to collect traces.
Step 13 In the Download File option group box, specify the options you want for downloading traces.
Step 15 To view the trace files that you collected, you can use the Local Browse option of the trace collection feature.
Step 16 In Cisco Unity Connection Serviceability, disable the traces that you enabled in Step 3 through Step 5, then select Save.
For additional information on using Cisco Unity Connection Serviceability micro traces and macro traces, see the “ Using Traces ” chapter of the Administration Guide for Cisco Unity Connection Serviceability Release 10.x, available at http://www.cisco.com/en/US/docs/voice_ip_comm/connection/10x/serv_administration/guide/10xcucservagx.html.
For information on 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.
For information on the CLI, see the applicable Command Line Interface Reference Guide for Cisco Unified Solutions at http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.
Traces in Cisco Unified Serviceability in Unity Connection 10.x
- Cisco Unified Serviceability Traces for Selected Problems
- Using Cisco Unified Serviceability Traces to Troubleshoot Problems
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 2-3 lists the information for Cisco Unified Serviceability traces that you need for troubleshooting selected problems and for viewing the trace logs. (For 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.)
Note Enabling Cisco Unified Serviceability traces decreases system performance. Enable traces only for troubleshooting purposes.
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Using Cisco Unified Serviceability 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.
To Enable 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 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 12 To view the trace files that you collected, you can use the Local Browse option of the trace collection feature.
Step 13 In Cisco Unity Connection Serviceability, disable the traces that you enabled in Step 2, and select Save.
For additional information on 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.
For information on 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.
For information on the CLI, see the applicable Command Line Interface Reference Guide for Cisco Unified Solutions at http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.