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Cisco Unity Troubleshooting Guide (With IBM Lotus Domino), Release 4.0(3)
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Index
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Preface
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Introduction
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Logs and Traces
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Internal and External Calls
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Call Transfers
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Messages
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Audio Quality
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Message Waiting Indicators (MWIs)
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Message Notification Calls
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Hardware
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Error Messages
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Third-Party Fax Integration
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Utilities
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Subscriber and Administrator Access
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Reports
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Cisco Personal Communications Assistant
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Appendix: Cisco Unity Services and Their Functions
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FeedbackTable Of Contents
Cisco Unity Domino Server Is Down or Is Disconnected
Some Messages Seem to Disappear
Undeliverable Messages Have Not Been Forwarded to Recipients
Subscribers Assigned to Cisco Unity Entities Were Deleted and No Replacements Were Assigned
Cisco Unity Stops Recording Before a Caller Has Finished Leaving a Message
Dialogic Quiet Parameter Is Incorrect
Cisco Unity, the Phone System, or the Central Office Disconnected the Call
Dial Tone or Reorder Tone Is Present at the End of a Message
Messages
About Problems with Messages
Message problems fall into the following categories:
Some subscriber errors or misconceptions can lead to the impression that Cisco Unity is delaying messages. See the "Messages Appear to Be Delayed" section.
Some Cisco Unity situations can affect message delivery. See the "Some Messages Seem to Disappear" section.
A setup problem may cause callers to be cut off when they try to leave a message. See the "Cisco Unity Stops Recording Before a Caller Has Finished Leaving a Message" section.
See the "Dial Tone or Reorder Tone Is Present at the End of a Message" section.
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Begin your troubleshooting by gathering information about the message problem. By discussing the problem with the subscriber, you can determine whether a problem is due to a misunderstanding of how Cisco Unity works. If you encounter a message problem that is not described in this section, contact the Cisco Technical Assistance Center (TAC).
Messages Appear to Be Delayed
The following sections describe possible reasons that messages may appear to be delayed. Use the "Task List for Troubleshooting Delay in Appearance of Messages" to troubleshoot the possible causes.
Task List for Troubleshooting Delay in Appearance of Messages
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Investigate whether the subscriber misunderstands how Cisco Unity delivers messages. See the "Subscriber Misunderstandings" section.
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Tip
Subscriber Misunderstandings
A Subscriber Who Is Using Optional Conversation 1 Misunderstands the Effect of Pressing the # Key Twice During Message Playback
When a subscriber presses the # key twice while listening to a message, Cisco Unity saves the message as a new message and skips to the next message. Later, the subscriber checks messages again, hears the same message, and believes the message arrived after a delay.
Explain to the subscriber that pressing the # key twice while a message plays saves it as a new message. Refer subscribers to the end-user documentation available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_user_guide_list.html.
A Subscriber Who Is Using the Standard Conversation Misunderstands the Effect of Pressing the # Key Twice During Message Playback
When a subscriber presses the # key twice while listening to a new message, Cisco Unity saves the message as a new message and skips to the next message. Later, the subscriber checks messages again, hears the same message, and believes the message arrived after a delay.
Explain to the subscriber that pressing the # key twice while a new message plays saves it as a new message. Refer subscribers to the end-user documentation available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_user_guide_list.html.
System Clock Time Is Incorrect
When the system clock is slow or when a desk clock is fast, the subscriber may believe messages were delayed.
Confirm that the system clock on the Cisco Unity server is reporting the correct time.
Cisco Unity Domino Server Is Down or Is Disconnected
Messages recorded while the Domino server (the message store) is down or disconnected are stored in the Unity Messaging Repository (UMR) until the server is brought back up. The delay experienced between the time a message is recorded and its delivery is entirely dependant on the amount of time that the message store was down or disconnected.
Some Messages Seem to Disappear
The following sections describe possible reasons that messages may not be delivered to the intended recipients. Use the "Task List for Troubleshooting the Disappearance of Some Messages" to troubleshoot the possible causes.
Task List for Troubleshooting the Disappearance of Some Messages
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Undeliverable Messages Have Not Been Forwarded to Recipients
Messages returned to the Unity Messaging System mailbox are forwarded automatically to subscribers whose names appear on the Unaddressed Messages public distribution list. The messages then must be forwarded to the intended recipients. Explain to subscribers on the Unaddressed Messages public distribution list the importance of regularly checking for and forwarding undeliverable messages.
Subscribers Assigned to Cisco Unity Entities Were Deleted and No Replacements Were Assigned
When you delete a subscriber who was assigned to review the messages sent to any of the following Cisco Unity entities, make sure that you assign another subscriber or a public distribution list to replace the deleted subscriber; otherwise, messages may be "lost."
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To identify call handlers that are associated with improperly deleted accounts, run the Unresolved References report. Then you can fix any "stranded" call handlers that you find by running the DbWalker utility. Refer to the "Reports" chapter of the Cisco Unity System Administration Guide for more information. The Cisco Unity System Administration Guide is available at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity40/sag/sag403/dom/index.htm.
Cisco Unity Stops Recording Before a Caller Has Finished Leaving a Message
The following sections describe possible reasons that Cisco Unity may stop recording before a caller has finished leaving a message. Use the "Task List for Troubleshooting Recordings That Are Being Cut Off" to troubleshoot the possible causes.
Task List for Troubleshooting Recordings That Are Being Cut Off
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Dialogic Quiet Parameter Is Incorrect
A caller may report hearing a prompt and being prevented from completing a message, or a subscriber may report this problem after noticing that a recording ends before the caller finished leaving a message. This can happen when the quiet parameter is not set to recognize low voice volume. It can also happen when a changed quiet parameter is not retained after a Cisco Unity upgrade.
To Change the Dialogic Quiet Parameter (Systems Equipped with Dialogic Voice Cards Only)
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Note
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Cisco Unity, the Phone System, or the Central Office Disconnected the Call
If a caller reports being cut off while leaving a message and if the caller did not hear a prompt prior to the disconnect, Cisco Unity, the phone system, or the central office may have disconnected the call.
To Determine Why the Call Was Disconnected
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If an error appears, double-click the error and skip to Step 6.
If no error appears for the date and time of the disconnected call, continue with Step 4.
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If you need assistance interpreting or resolving the error, or if no error appears in the Application Event log that matches the date and time of the reported disconnected call, contact Cisco TAC.
Dial Tone or Reorder Tone Is Present at the End of a Message
A possible cause may be that the switch disconnect tone and/or the PSTN disconnect tone are incorrect in the Switch.ini file (for circuit-switched phone systems only). Running the Learn Tones utility will correct the Switch.ini file so that Cisco Unity will recognize dial tone and reorder tone, preventing them from being recorded as part of a message.
To Run the Learn Tones Utility
Step 1
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