Troubleshooting Guide for Cisco Unity Connection Release 10.x

Troubleshooting the Cisco Unity Connection 10.x Conversation

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See the following sections:

• Custom Keypad Mapping Not Taking Effect
• Long Pauses After Listening to Help Menu
• Determine the WAV File Played

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.

To Change the Conversation Style for a Single 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 Phone Menu.

Step 3 In the Touchtone Conversation list, select the applicable Custom Keypad Mapping and select Save.

To Specify 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 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.

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 of the hard disk, do the following procedures in the order given.

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.

Note You can enter up to 70 IP addresses, separated by commas.

To Enable 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.