- 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
Troubleshooting Fax in Cisco Unity Connection 10.x
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 Cisco Unity Connection Serviceability Traces to Troubleshoot Problems” 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 Cisco Unity Connection Serviceability Traces to Troubleshoot Problems” section.
3. Confirm that the SMTP server configuration lists the IP address of the Cisco Fax Server and allows a Unity Connection. See the “Confirm that SMTP Server Configuration is Correct” section.
4. Check for the fax in the POP3 mailbox by connecting an email client to the POP3 mailbox.
Note The email client must be configured to leave messages in the POP3 mailbox.
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” section.
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 Cisco Unity Connection. See the “Confirming Fax is Delivered to Unity Connection” section.
Confirm that SMTP Server Configuration is Correct
To Confirm 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 Unity Connection 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
To Confirm 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
To Confirm that 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 8 In the right pane, note the status of the test fax as it is being sent.
Note To refresh the status display of the fax progress, press F5.
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:
1. Determine the status of the fax that was sent to a fax machine. See the “Determine the Status of a Fax Delivered to a Fax Machine” section.
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 “Confirm that POP3 Mailbox Name and Password are Correct” section.
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” section.
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 Cisco Unity Connection Serviceability Traces to Troubleshoot Problems” 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 Cisco Unity Connection Serviceability Traces to Troubleshoot Problems” 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” section.
Determine the Status of a Fax Delivered to a Fax Machine
To Confirm the Status of a Fax Delivered to the Cisco Fax Server
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.
Confirm that POP3 Mailbox Name and Password are Correct
To Confirm 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
To Confirm 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 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
To Confirm 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.
To Confirm 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
See the following sections, as applicable:
Fax Receipts Not Delivered
To Verify 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.
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:
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.
To Verify 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 To Verify 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 To Verify Prefixes for Delivery Receipts and Nondelivery Receipts on the Cisco Fax Server.
User Mailbox is Filled with 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 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 Cisco Unity Connection Serviceability Traces to Troubleshoot Problems” 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” section.
Confirming that Faxable File Types List is Correct
To Confirm 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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