Troubleshooting Guide for Cisco Unity Connection Release 10.x

Configuring Unity Connection for the Remote Port Status Monitor

You can use the Remote Port Status Monitor for a real-time view of the 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.

Note 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.

To Configure 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.

Note You can enter up to 70 IP addresses. Each IP address must be separated from the following IP address by a comma.

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.

To Use 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.

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” section.

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.

To Confirm that Calls are Sent to the Correct Voice Messaging Ports on Cisco Unity Connection

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

To Confirm that Voice Messaging Ports are Enabled

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.

Viewing or Editing IP Address of Cisco Unified Communications Manager

To View or Change Cisco Unified Communications Manager Server Settings

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” section.

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 “Confirm that Another Port Group Not Using the Same Device Name Prefix” section.

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 “Confirm that Another Unity Connection Server Not Using the Same Device Name Prefix” section.

Testing the Port Group

To Test the Port Group

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.

Note 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.

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.

Step 6 Repeat Step 3 through Step 5 until the Task Execution Results displays no problems.

Confirm that Another Port Group Not Using the Same Device Name Prefix

To Confirm that Another Port Group Not Using the Same Device Name Prefix

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.

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).

Confirm that Another Unity Connection Server Not Using the Same Device Name Prefix

To Confirm that Another Unity Connection Server Not Using the Same Device Name Prefix

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.

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” section.

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” section

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 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

To Confirm that IPv6 is Enabled Using Cisco Unified Operating System Administration

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

To Confirm the IPv6 Addressing Mode and Preferences Settings

Step 1 In Cisco Unity Connection Administration, expand System Settings, then select General Configuration.

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.

e. 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.

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.

Note 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.

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” section.

2. Test the port group configuration. See the “Testing the Port Group Configuration” section.

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)” section.

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)” 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)” 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)” 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” section.

Confirming that Cisco Unified Communications Manager CTL Client is Configured for Mixed Mode

To Confirm that Cisco Unified Communications Manager CTL Client is Configured for Mixed Mode

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

To Test the Port Group Configuration

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.

Note 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.

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.

Step 6 Repeat Step 3 through Step 5 until the Task Execution Results displays no problems.

Matching the Security Mode Setting for Ports in Unity Connection and Cisco Unified Communications Manager (SCCP Integrations Only)

To Match the Security Mode Setting for Ports in Unity Connection and Cisco Unified Communications Manager (SCCP Integrations Only)

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)

To Match 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.

Matching the Subject Name Fields of Unity Connection SIP Certificate and Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only)

To Match 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 Certificate.

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)

To Match 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

Do the applicable procedure:

• To Copy the Root Certificate for Cisco Unified Communications Manager 4.x
• To Copy the Root Certificate for Cisco Unified Communications Manager 5.x
• To Copy the Root Certificate for Cisco Unified Communications Manager 6.x, 7.x, and Later

To Copy the Root Certificate for Cisco Unified Communications Manager 4.x

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.

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.

To Copy the Root Certificate for Cisco Unified Communications Manager 5.x

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.

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.

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.

To Copy the Root Certificate for Cisco Unified Communications Manager 6.x, 7.x, and Later

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.

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.

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.