-
Cisco Unity Troubleshooting Guide (With Microsoft Exchange), Release 4.0(3)
-
Index
-
Preface
-
Introduction
-
Logs and Traces
-
Internal and External Calls
-
Call Transfers
-
Messages
-
Audio Quality
-
Message Waiting Indicators (MWIs)
-
Message Notification Calls
-
Hardware
-
Error Messages
-
Third-Party Fax Integration
-
Utilities
-
Subscriber and Administrator Access
-
Reports
-
Failover
-
Cisco Personal Communications Assistant
-
Appendix: Cisco Unity Services and Their Functions
-
FeedbackTable Of Contents
Network Interface Card Problems
Cisco Unity Plays System Prompts but Does Not Transmit Voice
Exchange Fails to Deliver Messages
CreateUser Errors Occur During a False Network Disconnect
Voice Cards Incorrectly Reported As New Hardware or Missing Drivers
Hardware
About Problems with Hardware
Problems with the Cisco Unity server itself, or with required or optional third-party hardware can include:
See the "Voice Cards Incorrectly Reported As New Hardware or Missing Drivers" section.
Network Interface Card Problems
There are several possible reasons that problems can arise when using a Network Interface Card (NIC) on a Cisco Unity server. See the following topics to troubleshoot problems related to NIC configuration:
•
Cisco Unity Plays System Prompts but Does Not Transmit Voice
•
•
Cisco Unity Plays System Prompts but Does Not Transmit Voice
If callers can hear Cisco Unity prompts, but Cisco Unity does not transmit any audio when a caller speaks, Cisco Unity may have a dual NIC misconfiguration.
When dual NICs in a Cisco Unity system are configured with separate interface IP addresses, this may prevent correct receipt of RTP packets for voice transmissions. You can find this problem recorded in the log and trace files as silence detection filtering because Cisco Unity is not receiving any audio, and the wave driver is reporting silence detection on all recordings. This problem may also occur when a second NIC is installed in the Cisco Unity server but is not configured or connected to the network.
When dual NICs are installed on a Cisco Unity server, both NICs must be configured to share the same IP address.
To confirm or change NIC configuration settings, do the procedure in the "Configuring Dual NICs" section.
Exchange Fails to Deliver Messages
When Cisco Unity is recording messages properly, but Exchange 2000 or Exchange 2003 fails to deliver the messages, the Cisco Unity server may have dual NICs with each NIC configured for different network segments. This problem occurs only on Exchange 2000 or Exchange 2003 systems, and does not occur with Exchange 5.5.
When dual NICs are installed on a Cisco Unity server, both NICs must be connected to the same network segment in order for Exchange to deliver messages.
To confirm or change NIC configuration settings, do the procedure in the "Configuring Dual NICs" section.
CreateUser Errors Occur During a False Network Disconnect
When doing a bulk addition of a large number of Cisco Unity subscribers, random CreateUser errors may be generated. In a test situation, the error message "ERROR 800406ba: CreateUser()" was received for approximately 4 out of every 1000 subscribers successfully added.
The error messages refer to losing the network connection. However, it can be verified that the network connections are not actually disconnected. The cause can instead be traced to dual NICs on the Cisco Unity server, where the server was randomly trying to access one or the other card, and subsequently reported a network disconnect.
To resolve this problem, dual NICs on a Cisco Unity server must be configured with one NIC designated as the primary, and the other as secondary. The NICs must be configured in adapter fault tolerant mode (AFT) or network fault tolerant (NFT) mode only. Virtual adapter configuration mode is not supported with dual NICs on a Cisco Unity server.
To confirm or change NIC configuration settings, do the procedure in the "Configuring Dual NICs" section.
Configuring Dual NICs
When dual NICs are installed on a Cisco Unity server, they must be properly configured or a variety of problems can occur.
If the Cisco Unity server is using dual NICs, we recommend that they be configured in AFT or NFT mode. One NIC is designated as the primary and the other NIC as the secondary for active-passive fault tolerance. In this configuration, the primary (active) NIC handles 100 percent of the traffic. Only in the event that the primary NIC becomes unavailable does the secondary NIC then become active and handle 100 percent of the traffic.
Alternatively, if you do not want to configure AFT or NFT, or do not have a second LAN port available, the following configurations are supported, though not recommended:
•
•
Caution
To confirm or change NIC configuration settings, do the following procedure.
To Confirm or Change Dual NIC Configuration on a Cisco Unity Server
Step 1
•
•
•
Step 2
Voice Cards Incorrectly Reported As New Hardware or Missing Drivers
In the following cases, the Found New Hardware wizard may appear each time the Cisco Unity server is restarted and report that the voice cards are new hardware, even though the cards are properly installed and configured:
•
•
•
Do the procedure in this section to prevent the Found New Hardware wizard from reporting the voice cards as new hardware. The procedure will not prevent the Found New Hardware wizard from finding and reporting other new hardware.
We recommend disabling virus-scanning services, if applicable, for the duration of the procedure, because running the services slows the Found New Hardware wizard. Re-enable the services when you are finished.
To Disable the Found New Hardware Wizard for the Voice Cards
Step 1
Step 2
Step 3
Step 4
Step 5
Note that doing this procedure does not prevent a voice card from being displayed as an unknown PCI device when viewed in the Windows 2000 Device Manager. The warning that the device drivers are not installed also will continue to be displayed. This is expected behavior, and does not indicate a problem with the card or with the Cisco Unity server.
