- 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
Index
intersite networking problems with Cisco Unity 114
intrasite or intersite networking problems 112
networked messages 111
to local recipients 12
VPIM messages and blind addressing, problems 115
VPIM messages to specific recipients, problems 115
and CPCA errors 13
and Web Inbox errors 13
service, verifying 15, 16
Apple Safari, configuring for Media Master 12
Check Telephony Configuration test 11
choppy audio 12
garbled prompts 13
garbled recordings 12
low volume of recordings 14
prompts with jitter 13
traces 15
authentication, troubleshooting when Cisco Unified CM authentication is configured for ports 110
blind addressing, VPIM 115
busy greeting, does not play 14
Connection 8.0 16
Connection 8.5 and later 115
call control 12
Call Transfer Rule Tester 13
call transfers, fail for Cisco Unified CM Express SCCP integrations 15
changing passwords, effect on IMAP email client access to Connection 12
access problems 12, 14
Apache Tomcat errors 13
error messages 12
locked user account 12
managing security alerts when using SSL connections 13
saving changes, problems 14
sign-in account errors 13
Tomcat service, verifying 15
Cisco Unified Real-Time Monitoring Tool (RTMT) 13
Cisco Unified Serviceability 13
voice-recognition macro trace logs 15
voice-recognition micro trace logs 15
Cisco Utilities Database Link for Informix 14
Cisco Voice Technology Group Subscription tool 13
Add New button disabled 15
both servers have Primary status 13
cannot access alert logs when publisher server is not functioning 15
cluster does not function correctly 13
server does not handle calls 11
Connection Serviceability 12
Connection SNMP Agent service, confirming configuration 12
about 123
home server cannot be reached 124
user ID and PIN not accepted 124
users do not hear PIN prompt 124
about 123
call cannot be completed 126
callers prompted to leave a message 125
callers transferred to wrong user 125
CUDLI 14
Custom Key Map tool 11
Database Proxy 14
delayed messages 12
collecting from ViewMail for Outlook 18
IMAP client problems 115, 18
SpeechView transcriptions 17
directory handler 11
disappearing messages 13
emails, accessing in an external message store 11
encryption, troubleshooting when Cisco Unified CM encryption is configured for ports 110
English-United States language unavailable 11
error messages for Cisco PCA 12
error messages for Web Inbox 12
Exchange calendar, accessing calendar information 16
external message store, access to emails 11
access to emails in an external message store 11
calendar integration 16
diagnostic tool 112
personal call transfer rules (PCTRs) 111, 121
Test button, diagnostic tool 112
delivery to fax machine 13
delivery to users 11
notifications by Connection 15
quality 17
receipts 15
full-mailbox warnings 11
Grammar Statistics tool, accessing 11
greetings, busy greeting does not play 14
Help menu, long pauses when listening to 12
hostname entered does not match the remote site certificate 13
IMAP client, messages not received 13
IMAP email access to Connection
overview 12
with LDAP configured 13
without LDAP configured 12
call control 12
calls not answered 113
calls not transferred to the correct greeting 11
calls to Cisco Unity Connection fail 12
Check Telephony Configuration test 11
Cisco Unified CM authentication or encryption 110
Cisco Unified CM through SCCP or SIP trunk 19
IP address, changing for Cisco Unified CM server 15
not answering calls 13
not answering some calls 13
port do not register 15, 18
ports repeatedly disconnect 15, 18
Remote Port Status Monitor 11
intersite networking, linking sites 11, 12, 13
key mapping problems 11
key presses (touchtones) 11
language (English-United States) unavailable 11
license, troubleshooting 11
mailboxes, warnings about full 11
and phone device 13
Apple Safari 12
display problems 11
Microsoft Internet Explorer 12
Mozilla Firefox 13
opening a file that is saved on a workstation 15
phone device ringing 13
MeetingPlace, accessing calendar information 16
MeetingPlace Express, accessing calendar information 16
message delivery problems 111, 15
devices added are triggered at all hours 110
intermittent failure 19
missed attempts 14
nonfunctional 16
port configuration 12
repeat notifications 15
slow for a user 13
slow for multiple users 11
SMS 19
SMTP 19
addressing 12
delayed 12
disappearing 13
intrasite or intersite networking, not received 116
intrasite or intersite networking, replies not delivered 117
limited to 30 seconds 11
networked message transport 116
received in email account 111, 15
recordings limited to 30 seconds 15
undeliverable 12
VPIM, incoming not received 117
VPIM, outgoing not received 118
access problems 14
saving changes, problems 14
access problems 14
saving changes, problems 14
Microsoft Internet Explorer, configuring for Media Master 12
Mozilla Firefox, configuring for Media Master 13
causes for turning on and off 11
configuring port memory 15
delay turning on or off 16
deleting MWI ports when port memory is used 15
do not turn on or off 12
message count not given on the phone 17
synchronizing 14
turn on but not off 14
when to synchronize 14
Cisco Unity users unable to address messages 114
directory synchronization problems between a Connection site and a Cisco Unity site 121
directory synchronization problems between two Connection sites 120
failed to assess the current network size 13
hostname entered does not match the remote site certificate 13
linking sites 11, 12, 13
specified location is already part of the network 14
unable to contact the remote site 11
automatic replication stalled 119
directory synchronization problems 118
manual replication stalled 120
push and pull replication status mismatch 120
USN mismatch 119
networking, intrasite or intersite
addressing messages 111
Connection users unable to address messages 112
cross-server sign-in and transfer problems 123
message transport 116
message transport problems 116
replies to messages sent by remote senders not delivered 117
nondelivery receipts 11
passwords, effect that changing has on IMAP email client access to Connection 12
access problems 14
access to calendar information 111, 121
call behavior, inconsistent 18
call holding unavailable 12
call looping during rule processing 18
call screening unavailable 12
Call Transfer Rule Tester, using 13
conditions related to meetings 14
destinations 12
destinations, editing prepopulated 12
performance counters 19
phone menu options 17
rule set failure 13
rules without a "from" condition, creating 13
saving changes, problems 14
settings unavailable 11
Transfer All rule, failure 16
voice-recognition conversation problems 16
call control 12
calls not answered 113
calls not transferred to the correct greeting 11
calls to Cisco Unity Connection fail 12
Check Telephony Configuration test 11
Cisco Unified CM authentication or encryption 110
Cisco Unified CM through SCCP or SIP trunk 19
configuration for Phone View 12
IP address, changing for Cisco Unified CM server 15
not answering calls 13
not answering some calls 13
ports do not register 15, 18
ports repeatedly disconnect 15, 18
Remote Port Status Monitor 11
application user configuration 11
phone system integration configuration 12
traces 13
user phone configuration 12
ports, troubleshooting when Cisco Unified CM authentication or encryption is configured 110
prompts, garbled or jitter 13
reconfiguring MWI ports when port memory is used 15
garbled audio stream 12
low volume 14
Remote Administration Tools 14
Remote Port Status Monitor 14
reorder tone, user hears when answering call from Connection 15
Connection Reports Harvester Service, confirming 11
data collection cycle, adjusting 12
no data appears 11
security alerts, managing when using SSL connections 13
single inbox 11
slow delivery of messages 12
SMS notifications 19
SMTP notifications 19
Connection SNMP Agent 12
SNMP community string 12
SNMP Master Agent 11
traces 12
specified location is already part of the network 14
basic configuration settings 11
confirming services 14
proxy server issues 12
SMTP configuration, verifying 14
task list for troubleshooting 11
transcription notifications 13, 16
transcription service configuration 12
user expectation issues 13
Task Management tool, accessing 12
Tomcat, verifying service started 15, 16
accessing emails in an external message store 13
audio 12, 18
audio quality 15
backing up and restoring 112
calendar integration 12
call issues 18
call issues (micro traces) 12
Cisco Unified Serviceability traces for selected problems 112
Cisco Unity Connection Serviceability 18
Cisco Unity Connection Serviceability macro traces for selected problems 17
Cisco Unity Connection Serviceability micro traces for selected problems 12
client issues 18
client issues (micro traces) 12
Connection cluster 13
conversations 18
digital networking 19
enabling 110, 113
external services 12, 13, 16, 17
fax 13
LDAP 14, 112
messages 14, 19
MWIs 19
networking 15, 19
personal call transfer rules 16
personal call transfer rules, access to calendar information 111, 121
Phone View 16, 13
reports 16
restoring and backing up 112
RSS feeds 16
SNMP 17, 12
SpeechView, Transcriptions 17
startup issues 110
Test button (external service diagnostic tool) 112
Test button (external services and external service accounts) 17
Text to Speech 110
use for viewing WAV filenames 12
viewing trace logs 110, 113
VMREST 17
VPIM 15, 19
web application sign-in 112
Web Inbox 17
unable to contact the remote site 11
undeliverable messages 12
unified messaging 11
user phone configuration for Phone View 12
during message addressing 12
in a directory handler 11
Cisco Unified Serviceability 13
Cisco Voice Technology Group Subscription Tool 13
Connection Serviceability 12
Grammar Statistics 11
Remote Port Status Monitor 14
RTMT 13
Task Management 12
utterance captures, using to diagnose voice-recognition problems 15
collecting diagnostics 18
form does not appear 17
voice messaging ports, troubleshooting when Cisco Unified CM authentication or encryption is configured 110
voice-recognition conversation
confirmation confidence setting 14
Grammar Statistics tool 11
service not available 12
usernames not recognized 12
users hear phone keypad (touchtone) conversation 11
using diagnostic traces 14
using the Remote Port Status Monitor 16
using utterance captures 15
voice commands not recognized 13
incoming messages not received 117
outgoing messages not received 118
users unable to address messages to specific recipients 115
users unable to blind address messages 115
WAV file, determining which is played 12
Apache Tomcat errors 13
error messages 12
locked user account 12
No messages displayed 15, 17
Sent messages not displayed 15
sign-in account errors 13, 14
Tomcat service, verifying 16
Unresponsive Flash Player dialog box 15
Index
intersite networking problems with Cisco Unity 114
intrasite or intersite networking problems 112
networked messages 111
to local recipients 12
VPIM messages and blind addressing, problems 115
VPIM messages to specific recipients, problems 115
and CPCA errors 13
and Web Inbox errors 13
service, verifying 15, 16
Apple Safari, configuring for Media Master 12
Check Telephony Configuration test 11
choppy audio 12
garbled prompts 13
garbled recordings 12
low volume of recordings 14
prompts with jitter 13
traces 15
authentication, troubleshooting when Cisco Unified CM authentication is configured for ports 110
blind addressing, VPIM 115
busy greeting, does not play 14
Connection 8.0 16
Connection 8.5 and later 115
call control 12
Call Transfer Rule Tester 13
call transfers, fail for Cisco Unified CM Express SCCP integrations 15
changing passwords, effect on IMAP email client access to Connection 12
access problems 12, 14
Apache Tomcat errors 13
error messages 12
locked user account 12
managing security alerts when using SSL connections 13
saving changes, problems 14
sign-in account errors 13
Tomcat service, verifying 15
Cisco Unified Real-Time Monitoring Tool (RTMT) 13
Cisco Unified Serviceability 13
voice-recognition macro trace logs 15
voice-recognition micro trace logs 15
Cisco Utilities Database Link for Informix 14
Cisco Voice Technology Group Subscription tool 13
Add New button disabled 15
both servers have Primary status 13
cannot access alert logs when publisher server is not functioning 15
cluster does not function correctly 13
server does not handle calls 11
Connection Serviceability 12
Connection SNMP Agent service, confirming configuration 12
about 123
home server cannot be reached 124
user ID and PIN not accepted 124
users do not hear PIN prompt 124
about 123
call cannot be completed 126
callers prompted to leave a message 125
callers transferred to wrong user 125
CUDLI 14
Custom Key Map tool 11
Database Proxy 14
delayed messages 12
collecting from ViewMail for Outlook 18
IMAP client problems 115, 18
SpeechView transcriptions 17
directory handler 11
disappearing messages 13
emails, accessing in an external message store 11
encryption, troubleshooting when Cisco Unified CM encryption is configured for ports 110
English-United States language unavailable 11
error messages for Cisco PCA 12
error messages for Web Inbox 12
Exchange calendar, accessing calendar information 16
external message store, access to emails 11
access to emails in an external message store 11
calendar integration 16
diagnostic tool 112
personal call transfer rules (PCTRs) 111, 121
Test button, diagnostic tool 112
delivery to fax machine 13
delivery to users 11
notifications by Connection 15
quality 17
receipts 15
full-mailbox warnings 11
Grammar Statistics tool, accessing 11
greetings, busy greeting does not play 14
Help menu, long pauses when listening to 12
hostname entered does not match the remote site certificate 13
IMAP client, messages not received 13
IMAP email access to Connection
overview 12
with LDAP configured 13
without LDAP configured 12
call control 12
calls not answered 113
calls not transferred to the correct greeting 11
calls to Cisco Unity Connection fail 12
Check Telephony Configuration test 11
Cisco Unified CM authentication or encryption 110
Cisco Unified CM through SCCP or SIP trunk 19
IP address, changing for Cisco Unified CM server 15
not answering calls 13
not answering some calls 13
port do not register 15, 18
ports repeatedly disconnect 15, 18
Remote Port Status Monitor 11
intersite networking, linking sites 11, 12, 13
key mapping problems 11
key presses (touchtones) 11
language (English-United States) unavailable 11
license, troubleshooting 11
mailboxes, warnings about full 11
and phone device 13
Apple Safari 12
display problems 11
Microsoft Internet Explorer 12
Mozilla Firefox 13
opening a file that is saved on a workstation 15
phone device ringing 13
MeetingPlace, accessing calendar information 16
MeetingPlace Express, accessing calendar information 16
message delivery problems 111, 15
devices added are triggered at all hours 110
intermittent failure 19
missed attempts 14
nonfunctional 16
port configuration 12
repeat notifications 15
slow for a user 13
slow for multiple users 11
SMS 19
SMTP 19
addressing 12
delayed 12
disappearing 13
intrasite or intersite networking, not received 116
intrasite or intersite networking, replies not delivered 117
limited to 30 seconds 11
networked message transport 116
received in email account 111, 15
recordings limited to 30 seconds 15
undeliverable 12
VPIM, incoming not received 117
VPIM, outgoing not received 118
access problems 14
saving changes, problems 14
access problems 14
saving changes, problems 14
Microsoft Internet Explorer, configuring for Media Master 12
Mozilla Firefox, configuring for Media Master 13
causes for turning on and off 11
configuring port memory 15
delay turning on or off 16
deleting MWI ports when port memory is used 15
do not turn on or off 12
message count not given on the phone 17
synchronizing 14
turn on but not off 14
when to synchronize 14
Cisco Unity users unable to address messages 114
directory synchronization problems between a Connection site and a Cisco Unity site 121
directory synchronization problems between two Connection sites 120
failed to assess the current network size 13
hostname entered does not match the remote site certificate 13
linking sites 11, 12, 13
specified location is already part of the network 14
unable to contact the remote site 11
automatic replication stalled 119
directory synchronization problems 118
manual replication stalled 120
push and pull replication status mismatch 120
USN mismatch 119
networking, intrasite or intersite
addressing messages 111
Connection users unable to address messages 112
cross-server sign-in and transfer problems 123
message transport 116
message transport problems 116
replies to messages sent by remote senders not delivered 117
nondelivery receipts 11
passwords, effect that changing has on IMAP email client access to Connection 12
access problems 14
access to calendar information 111, 121
call behavior, inconsistent 18
call holding unavailable 12
call looping during rule processing 18
call screening unavailable 12
Call Transfer Rule Tester, using 13
conditions related to meetings 14
destinations 12
destinations, editing prepopulated 12
performance counters 19
phone menu options 17
rule set failure 13
rules without a "from" condition, creating 13
saving changes, problems 14
settings unavailable 11
Transfer All rule, failure 16
voice-recognition conversation problems 16
call control 12
calls not answered 113
calls not transferred to the correct greeting 11
calls to Cisco Unity Connection fail 12
Check Telephony Configuration test 11
Cisco Unified CM authentication or encryption 110
Cisco Unified CM through SCCP or SIP trunk 19
configuration for Phone View 12
IP address, changing for Cisco Unified CM server 15
not answering calls 13
not answering some calls 13
ports do not register 15, 18
ports repeatedly disconnect 15, 18
Remote Port Status Monitor 11
application user configuration 11
phone system integration configuration 12
traces 13
user phone configuration 12
ports, troubleshooting when Cisco Unified CM authentication or encryption is configured 110
prompts, garbled or jitter 13
reconfiguring MWI ports when port memory is used 15
garbled audio stream 12
low volume 14
Remote Administration Tools 14
Remote Port Status Monitor 14
reorder tone, user hears when answering call from Connection 15
Connection Reports Harvester Service, confirming 11
data collection cycle, adjusting 12
no data appears 11
security alerts, managing when using SSL connections 13
single inbox 11
slow delivery of messages 12
SMS notifications 19
SMTP notifications 19
Connection SNMP Agent 12
SNMP community string 12
SNMP Master Agent 11
traces 12
specified location is already part of the network 14
basic configuration settings 11
confirming services 14
proxy server issues 12
SMTP configuration, verifying 14
task list for troubleshooting 11
transcription notifications 13, 16
transcription service configuration 12
user expectation issues 13
Task Management tool, accessing 12
Tomcat, verifying service started 15, 16
accessing emails in an external message store 13
audio 12, 18
audio quality 15
backing up and restoring 112
calendar integration 12
call issues 18
call issues (micro traces) 12
Cisco Unified Serviceability traces for selected problems 112
Cisco Unity Connection Serviceability 18
Cisco Unity Connection Serviceability macro traces for selected problems 17
Cisco Unity Connection Serviceability micro traces for selected problems 12
client issues 18
client issues (micro traces) 12
Connection cluster 13
conversations 18
digital networking 19
enabling 110, 113
external services 12, 13, 16, 17
fax 13
LDAP 14, 112
messages 14, 19
MWIs 19
networking 15, 19
personal call transfer rules 16
personal call transfer rules, access to calendar information 111, 121
Phone View 16, 13
reports 16
restoring and backing up 112
RSS feeds 16
SNMP 17, 12
SpeechView, Transcriptions 17
startup issues 110
Test button (external service diagnostic tool) 112
Test button (external services and external service accounts) 17
Text to Speech 110
use for viewing WAV filenames 12
viewing trace logs 110, 113
VMREST 17
VPIM 15, 19
web application sign-in 112
Web Inbox 17
unable to contact the remote site 11
undeliverable messages 12
unified messaging 11
user phone configuration for Phone View 12
during message addressing 12
in a directory handler 11
Cisco Unified Serviceability 13
Cisco Voice Technology Group Subscription Tool 13
Connection Serviceability 12
Grammar Statistics 11
Remote Port Status Monitor 14
RTMT 13
Task Management 12
utterance captures, using to diagnose voice-recognition problems 15
collecting diagnostics 18
form does not appear 17
voice messaging ports, troubleshooting when Cisco Unified CM authentication or encryption is configured 110
voice-recognition conversation
confirmation confidence setting 14
Grammar Statistics tool 11
service not available 12
usernames not recognized 12
users hear phone keypad (touchtone) conversation 11
using diagnostic traces 14
using the Remote Port Status Monitor 16
using utterance captures 15
voice commands not recognized 13
incoming messages not received 117
outgoing messages not received 118
users unable to address messages to specific recipients 115
users unable to blind address messages 115
WAV file, determining which is played 12
Apache Tomcat errors 13
error messages 12
locked user account 12
No messages displayed 15, 17
Sent messages not displayed 15
sign-in account errors 13, 14
Tomcat service, verifying 16
Unresponsive Flash Player dialog box 15
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