Cisco Unity Troubleshooting Guide (With Microsoft Exchange), Release 4.0(4) - Introduction [Cisco Unity]

Table Of Contents

Introduction

Preparations for Troubleshooting the Phone System

Setting Up For a Diagnostic Test (Cisco CallManager or SIP Integrations Only)

Setting Up for a Single-Line Test (Circuit-Switched Phone System Integrations Only)

Reporting Problems to Cisco TAC

System Information

Problem Description

Introduction

In this chapter you will find basic information that will help you prepare for troubleshooting Cisco Unity. See the following sections:

•Preparations for Troubleshooting the Phone System—This section includes instructions for setting up for a diagnostic test.

•Reporting Problems to Cisco TAC—This section explains what information you will need to interact with the Cisco Technical Assistance Center (TAC).

Preparations for Troubleshooting the Phone System

Problems with external and internal calls, message notification calls, and message waiting indicators can be caused by the phone system, by Cisco Unity, or by both, and are therefore difficult to diagnose. Several of the procedures for resolving problems use the single-line test, in which the phone lines connected to Cisco Unity are tested one at a time.

Most phone systems provide documentation on the codes that perform transfers, recalls, and other call progress functions. Have the phone system documentation available while doing the procedures in this section.

Depending on your phone system, do one of the following to set up for troubleshooting:

•Setting Up For a Diagnostic Test (Cisco CallManager or SIP Integrations Only)

•Setting Up for a Single-Line Test (Circuit-Switched Phone System Integrations Only)

Setting Up For a Diagnostic Test (Cisco CallManager or SIP Integrations Only)

To do diagnostic tests you need three test extensions. Phone 1 is assigned to a test subscriber. Phone 2 and Phone 3 are set up only in Cisco CallManager and do not need to have a Cisco Unity subscriber assigned. All three extensions must be in the same calling search space as the pilot number for Cisco Unity.

To Set Up the Test Configuration

Step 1 Set up two test extensions (Phone 1 and Phone 2) on the same phone system that Cisco Unity is connected to.

Step 2 Set Phone 1 to forward calls to the Cisco Unity pilot number when calls are not answered or when the called extension is busy.

Step 3 In the Cisco Unity Administrator, go to the Subscribers > Subscribers > Profile page for the test subscriber.

Step 4 In the Extension field, enter the extension of Phone 1.

Step 5 Click the Save icon.

Step 6 In the navigation bar, click Call Transfer to go to the Subscribers > Subscribers > Call Transfer page for the test subscriber.

Step 7 Under Transfer Incoming Calls, click Yes, Ring Subscriber's Extension, and confirm that the extension number is for Phone 1.

Step 8 Under Transfer Type, click Release to Switch.

Step 9 Click the Save icon.

Step 10 Click Messages for the test subscriber.

Step 11 Under Message Waiting Indicators (MWIs), check the Use MWI for Message Notification check box.

Step 12 In the Extension field, enter x.

Step 13 Click the Save icon.

Setting Up for a Single-Line Test (Circuit-Switched Phone System Integrations Only)

To do diagnostic tests, you need a lineman test set or an analog phone with a ringer. Additional equipment and the method you use to set up for a single-line test depend on the type of voice cards in the Cisco Unity server.

Because single lines cannot be split out from T1 digital cables, it is not possible to set up single-line testing for integrations that use T1 cables.

To Set Up a Dialogic D/120 Card for Single-Line Testing

This voice card supports two lines per jack, so you need a line splitter to test individual lines.

Step 1 Determine which line you are having trouble with, and unplug it from the voice card.

.

Step 2 Plug that line into a line splitter.

Step 3 Plug the test phone into the jack on the line splitter corresponding to the port that you are having trouble with. The middle pair of wires (numbers 3 and 4) correspond to the first port, and the next pair of wires (numbers 2 and 5) correspond to the second port. The outer pair of wires (numbers 1 and 6) are unused.

To Set Up a Dialogic D/41 Card for Single-Line Testing

This voice card supports only one line per jack.

Step 1 Determine which line you are having trouble with, and unplug it from the voice card.

Step 2 Plug that line into the test phone.

Reporting Problems to Cisco TAC

When you report a problem to the Cisco Technical Assistance Center (TAC), you will be asked to provide information about your system and about the problem. This section provides procedures for gathering the system information and problem descriptions that may be requested.

System Information

Have the following system information ready when you call. Some of this information can be obtained by using the Gather Unity System Info utility, available in Tools Depot.

•Cisco Unity version currently in use. See one of the following: the "To Determine the Cisco Unity Version in Use by Using the Cisco Unity Administrator" procedure, or the "To Determine the Cisco Unity Version in Use by Using the AvCsMgr.exe File" procedure.

•Cisco Unity-CM TSP version currently in use. See the "To Determine the Cisco Unity-CM TSP Version in Use by Using the Avskinny.tsp File" procedure.

Note In versions earlier than 3.1(1), the Cisco Unity-CM TSP was known as the AV-Cisco TSP.

•RealSpeak TTS version currently in use. See the "To Determine the RealSpeak ENU Language Engine in Use" procedure.

•Build number(s) of any software releases or upgrades installed.

•Number, type, and speed of processors.

•Memory and pagefile size.

•Hard disk size and free space available.

•Number and type of voice ports installed.

•Phone system integration, including the manufacturer, model, and version (if applicable).

•Name of the Cisco Unity switch.ini file currently in use. See the "To Determine the Name of the Switch.ini File in Use" procedure.

•Other telephony software or hardware installed, such as fax or UniModem.

•Microsoft Windows 2000 service packs installed.

•Exchange service packs installed.

•Number of subscribers in the Cisco Unity database.

•Number of subscribers in the Exchange database.

•Size of the Exchange database file.

•Approximate normal Cisco Unity server CPU utilization. (For example, does the Windows task manager often show 100 percent CPU utilization, or is it usually less than 80 percent?)

To Determine the Cisco Unity Version in Use by Using the Cisco Unity Administrator

Step 1 In the Cisco Unity Administrator, go to the System > Configuration > Software Versions page. The version is displayed in the Cisco Unity Version field.

To Determine the Cisco Unity Version in Use by Using the AvCsMgr.exe File

Step 1 Browse to the CommServer directory.

Step 2 Right-click AvCsMgr.exe, and click Properties.

Step 3 In the Properties window, click the Version tab.

Step 4 In the Item Name list, click Product Version. The Cisco Unity version is displayed in the Value window.

To Determine the Cisco Unity-CM TSP Version in Use by Using the Cisco Unity Telephony Integration Manager

Step 1 On the Windows Start menu, click Programs > Cisco Unity > Manage Integrations. The UTIM window appears.

Step 2 In the left pane, click the Cisco CallManager integration.

Step 3 In the right pane, click Properties. On the Integration tab, the Cisco Unity-CM TSP version appears in the TSP Version field.

To Determine the Cisco Unity-CM TSP Version in Use by Using the Avskinny.tsp File

Step 1 Browse to the WinNT\System32 directory.

Step 2 Right-click Avskinny.tsp, and click Properties.

Step 3 In the Properties window, click the Version tab.

Step 4 In the Item Name list, click Product Version. The Cisco Unity-CM TSP version appears in the Value window.

To Determine the Name of the Switch.ini File in Use

Step 1 On the Windows Start menu, click Programs > Cisco Unity > Edit Switch Utility. The Switch Configuration Editor window appears.

In the File field, the name of the switch.ini file currently in use appears.

Step 2 Click Exit to close the Switch Configuration Editor window.

To Determine the RealSpeak ENU Language Engine in Use

Step 1 Browse to the CommServer\RealSpeak\Engine directory.

Step 2 Right-click the file Enu_g2p.dll, and click Properties.

Step 3 Click the Version tab.

Step 4 The File Version value shown is the DLL version. The DLL versions correspond to the following RealSpeak versions:

–3.6.0.0 = RealSpeak ENU language engine version 3.0(1)

–2.11.0.0 = RealSpeak ENU language engine version 2.1(1)

–2.1.0.0 = RealSpeak ENU language engine version 2.0(1)

To Determine the RealSpeak Base Engine Version in Use

Step 1 Browse to the CommServer\RealSpeak\Api\Lib directory.

Step 2 Right-click the file Lhstts.dll, and click Properties.

Step 3 Click the Version tab.

Step 4 The File Version shown is the DLL version. The DLL versions correspond to the following RealSpeak versions:

–2.13.0.0 = RealSpeak base engine version 3.0(1)

–2.12.0.0 = RealSpeak base engine version 3.0(0)

–2.11.0.0 = RealSpeak base engine version 2.1(1)

–2.1.0.0 = RealSpeak base engine version 2.0(1)

Problem Description

Be prepared to give a complete description of the problem, including:

•Symptoms such as lost ports, Event log errors, or Dr. Watson errors.

•Problem frequency under normal load conditions (for example, every call, once per hour, or once only).

•Problem frequency when specific attempts are made to reproduce it.

•Detailed sequence of steps to reproduce the problem.

•Date and time of last known occurrence of the problem.

•Which digits were entered by the caller (for example, menu selections or subscriber extensions, or the extension of the caller or called port), if known.

•Which port(s) were affected by the problem, if known.

•Applicable logs and traces (see the "Logs and Traces" chapter for more information on how to obtain log and trace files).

If you are reporting problems with the Cisco Personal Communications Assistant (PCA), have the following files ready when you call Cisco TAC, as applicable:

•For installation problems, save the Setup Process log files described in the "About Cisco PCA Logging with Cisco Unity Version 4.0(4)" section.

•For operational issues, save the Application log files described in the "About Cisco PCA Logging with Cisco Unity Version 4.0(4)" section, and the web.xml file stored in the CommServer\Cscoserv\Ciscopca\WEB-INF directory.

•Screen captures of browser error messages or corrupted pages.

	Cisco Unity Troubleshooting Guide (With Microsoft Exchange), Release 4.0(4)
	Introduction
Cisco Unity Troubleshooting Guide (With Microsoft Exchange), Release 4.0(4) Index Preface Introduction Logs and Traces Internal and External Calls Call Transfers Messages Audio Quality Message Waiting Indicators (MWIs) Message Notification Hardware Error Messages Third-Party Fax Integration Utilities Subscriber and Administrator Access Reports Failover Cisco Personal Communications Assistant Appendix A: Cisco Unity Services	Download this chapter Introduction Download the complete book PDF Version of the Entire Book (PDF - 5 MB) Feedback Table Of Contents Introduction Preparations for Troubleshooting the Phone System Setting Up For a Diagnostic Test (Cisco CallManager or SIP Integrations Only) Setting Up for a Single-Line Test (Circuit-Switched Phone System Integrations Only) Reporting Problems to Cisco TAC System Information Problem Description Introduction In this chapter you will find basic information that will help you prepare for troubleshooting Cisco Unity. See the following sections: •Preparations for Troubleshooting the Phone System—This section includes instructions for setting up for a diagnostic test. •Reporting Problems to Cisco TAC—This section explains what information you will need to interact with the Cisco Technical Assistance Center (TAC). Preparations for Troubleshooting the Phone System Problems with external and internal calls, message notification calls, and message waiting indicators can be caused by the phone system, by Cisco Unity, or by both, and are therefore difficult to diagnose. Several of the procedures for resolving problems use the single-line test, in which the phone lines connected to Cisco Unity are tested one at a time. Most phone systems provide documentation on the codes that perform transfers, recalls, and other call progress functions. Have the phone system documentation available while doing the procedures in this section. Depending on your phone system, do one of the following to set up for troubleshooting: •Setting Up For a Diagnostic Test (Cisco CallManager or SIP Integrations Only) •Setting Up for a Single-Line Test (Circuit-Switched Phone System Integrations Only) Setting Up For a Diagnostic Test (Cisco CallManager or SIP Integrations Only) To do diagnostic tests you need three test extensions. Phone 1 is assigned to a test subscriber. Phone 2 and Phone 3 are set up only in Cisco CallManager and do not need to have a Cisco Unity subscriber assigned. All three extensions must be in the same calling search space as the pilot number for Cisco Unity. To Set Up the Test Configuration Step 1 Set up two test extensions (Phone 1 and Phone 2) on the same phone system that Cisco Unity is connected to. Step 2 Set Phone 1 to forward calls to the Cisco Unity pilot number when calls are not answered or when the called extension is busy. Step 3 In the Cisco Unity Administrator, go to the Subscribers > Subscribers > Profile page for the test subscriber. Step 4 In the Extension field, enter the extension of Phone 1. Step 5 Click the Save icon. Step 6 In the navigation bar, click Call Transfer to go to the Subscribers > Subscribers > Call Transfer page for the test subscriber. Step 7 Under Transfer Incoming Calls, click Yes, Ring Subscriber's Extension, and confirm that the extension number is for Phone 1. Step 8 Under Transfer Type, click Release to Switch. Step 9 Click the Save icon. Step 10 Click Messages for the test subscriber. Step 11 Under Message Waiting Indicators (MWIs), check the Use MWI for Message Notification check box. Step 12 In the Extension field, enter x. Step 13 Click the Save icon. Setting Up for a Single-Line Test (Circuit-Switched Phone System Integrations Only) To do diagnostic tests, you need a lineman test set or an analog phone with a ringer. Additional equipment and the method you use to set up for a single-line test depend on the type of voice cards in the Cisco Unity server. Because single lines cannot be split out from T1 digital cables, it is not possible to set up single-line testing for integrations that use T1 cables. To Set Up a Dialogic D/120 Card for Single-Line Testing This voice card supports two lines per jack, so you need a line splitter to test individual lines. Step 1 Determine which line you are having trouble with, and unplug it from the voice card. . Step 2 Plug that line into a line splitter. Step 3 Plug the test phone into the jack on the line splitter corresponding to the port that you are having trouble with. The middle pair of wires (numbers 3 and 4) correspond to the first port, and the next pair of wires (numbers 2 and 5) correspond to the second port. The outer pair of wires (numbers 1 and 6) are unused. To Set Up a Dialogic D/41 Card for Single-Line Testing This voice card supports only one line per jack. Step 1 Determine which line you are having trouble with, and unplug it from the voice card. Step 2 Plug that line into the test phone. Reporting Problems to Cisco TAC When you report a problem to the Cisco Technical Assistance Center (TAC), you will be asked to provide information about your system and about the problem. This section provides procedures for gathering the system information and problem descriptions that may be requested. System Information Have the following system information ready when you call. Some of this information can be obtained by using the Gather Unity System Info utility, available in Tools Depot. •Cisco Unity version currently in use. See one of the following: the "To Determine the Cisco Unity Version in Use by Using the Cisco Unity Administrator" procedure, or the "To Determine the Cisco Unity Version in Use by Using the AvCsMgr.exe File" procedure. •Cisco Unity-CM TSP version currently in use. See the "To Determine the Cisco Unity-CM TSP Version in Use by Using the Avskinny.tsp File" procedure. Note In versions earlier than 3.1(1), the Cisco Unity-CM TSP was known as the AV-Cisco TSP. •RealSpeak TTS version currently in use. See the "To Determine the RealSpeak ENU Language Engine in Use" procedure. •Build number(s) of any software releases or upgrades installed. •Number, type, and speed of processors. •Memory and pagefile size. •Hard disk size and free space available. •Number and type of voice ports installed. •Phone system integration, including the manufacturer, model, and version (if applicable). •Name of the Cisco Unity switch.ini file currently in use. See the "To Determine the Name of the Switch.ini File in Use" procedure. •Other telephony software or hardware installed, such as fax or UniModem. •Microsoft Windows 2000 service packs installed. •Exchange service packs installed. •Number of subscribers in the Cisco Unity database. •Number of subscribers in the Exchange database. •Size of the Exchange database file. •Approximate normal Cisco Unity server CPU utilization. (For example, does the Windows task manager often show 100 percent CPU utilization, or is it usually less than 80 percent?) To Determine the Cisco Unity Version in Use by Using the Cisco Unity Administrator Step 1 In the Cisco Unity Administrator, go to the System > Configuration > Software Versions page. The version is displayed in the Cisco Unity Version field. To Determine the Cisco Unity Version in Use by Using the AvCsMgr.exe File Step 1 Browse to the CommServer directory. Step 2 Right-click AvCsMgr.exe, and click Properties. Step 3 In the Properties window, click the Version tab. Step 4 In the Item Name list, click Product Version. The Cisco Unity version is displayed in the Value window. To Determine the Cisco Unity-CM TSP Version in Use by Using the Cisco Unity Telephony Integration Manager Step 1 On the Windows Start menu, click Programs > Cisco Unity > Manage Integrations. The UTIM window appears. Step 2 In the left pane, click the Cisco CallManager integration. Step 3 In the right pane, click Properties. On the Integration tab, the Cisco Unity-CM TSP version appears in the TSP Version field. To Determine the Cisco Unity-CM TSP Version in Use by Using the Avskinny.tsp File Step 1 Browse to the WinNT\System32 directory. Step 2 Right-click Avskinny.tsp, and click Properties. Step 3 In the Properties window, click the Version tab. Step 4 In the Item Name list, click Product Version. The Cisco Unity-CM TSP version appears in the Value window. To Determine the Name of the Switch.ini File in Use Step 1 On the Windows Start menu, click Programs > Cisco Unity > Edit Switch Utility. The Switch Configuration Editor window appears. In the File field, the name of the switch.ini file currently in use appears. Step 2 Click Exit to close the Switch Configuration Editor window. To Determine the RealSpeak ENU Language Engine in Use Step 1 Browse to the CommServer\RealSpeak\Engine directory. Step 2 Right-click the file Enu_g2p.dll, and click Properties. Step 3 Click the Version tab. Step 4 The File Version value shown is the DLL version. The DLL versions correspond to the following RealSpeak versions: –3.6.0.0 = RealSpeak ENU language engine version 3.0(1) –2.11.0.0 = RealSpeak ENU language engine version 2.1(1) –2.1.0.0 = RealSpeak ENU language engine version 2.0(1) To Determine the RealSpeak Base Engine Version in Use Step 1 Browse to the CommServer\RealSpeak\Api\Lib directory. Step 2 Right-click the file Lhstts.dll, and click Properties. Step 3 Click the Version tab. Step 4 The File Version shown is the DLL version. The DLL versions correspond to the following RealSpeak versions: –2.13.0.0 = RealSpeak base engine version 3.0(1) –2.12.0.0 = RealSpeak base engine version 3.0(0) –2.11.0.0 = RealSpeak base engine version 2.1(1) –2.1.0.0 = RealSpeak base engine version 2.0(1) Problem Description Be prepared to give a complete description of the problem, including: •Symptoms such as lost ports, Event log errors, or Dr. Watson errors. •Problem frequency under normal load conditions (for example, every call, once per hour, or once only). •Problem frequency when specific attempts are made to reproduce it. •Detailed sequence of steps to reproduce the problem. •Date and time of last known occurrence of the problem. •Which digits were entered by the caller (for example, menu selections or subscriber extensions, or the extension of the caller or called port), if known. •Which port(s) were affected by the problem, if known. •Applicable logs and traces (see the "Logs and Traces" chapter for more information on how to obtain log and trace files). If you are reporting problems with the Cisco Personal Communications Assistant (PCA), have the following files ready when you call Cisco TAC, as applicable: •For installation problems, save the Setup Process log files described in the "About Cisco PCA Logging with Cisco Unity Version 4.0(4)" section. •For operational issues, save the Application log files described in the "About Cisco PCA Logging with Cisco Unity Version 4.0(4)" section, and the web.xml file stored in the CommServer\Cscoserv\Ciscopca\WEB-INF directory. •Screen captures of browser error messages or corrupted pages.
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