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Cisco Unity Connection

Unity Connection Audio Issue Troubleshoot Guide

Document ID: 116943

Updated: Dec 17, 2013

Contributed by Scott Hills, Cisco TAC Engineer.

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Introduction

This document describes how to troubleshoot audio issues that involve PBX IP Media Gateway (PIMG) and Cisco Unity Connection (UC).

Background

A good way to determine where issues occur when you troubleshoot audio problems that involve PIMG and UC is to use sniffer captures. As long as the audio is not encrypted, you can use different sniffer capture programs in order to listen to the audio as as it comes in and detect if there is any evidence of distortion. You should run the sniffer captures on both PIMG and UC as someone leaves a message, and when you check the message. Then, you can extract the Real-time Transport Protocol (RTP) audio from the sniffer capture, and listen to the audio in order to determine where the distortion is introduced.

Note: Reference the Related Information section in order to access an article that describes how to save RTP audio from a sniffer capture. 

Troubleshoot

This section describes how to perform and gather sniffer captures, and enable helpful traces from both PIMG and UC devices. If you must open a Cisco Technical Assistance Center (TAC) case for an issue, you should gather all of the data from the methods described in this section in order to help TAC reduce the time that it takes in order to troubleshoot your case.

Sniffer Captures from PIMG

Complete these steps in order to perform a sniffer capture from PIMG:

  1. Log in to the Admin interface.
  2. Navigate to Diagnostic > Trace/Logging > Network Capture.
  3. Click Configure.
  4. Uncheck the RTP check box so that the capture shows RTP traffic.
  5. Click Submit.
  6. Click Start in order to begin the capture.
  7. Click Stop when the test is complete.
  8. Click Download.
  9. Click Save As when the option appears in order to download the capture.
  10. Click Clear in order to remove the capture from the system after you are finished.

Sniffer Captures from UC

Complete these steps in order to perform sniffer captures from the UC CLI:

  1. Enter this command and the desired file name at the CLI:

    utils network capture eth0 size ALL count 100000 file <file-name>

  2. Press Enter in order to begin the capture.
  3. Press Ctrl-C in order to stop the capture.

Complete these steps in order to gather the capture via the Real-Time Monitor Tool (RTMT):

Note: You can gather the capture with the RTMT in the same way that you gather a trace. When you check the boxes, it is not on the first page of items; it is on the second page toward the bottom.

  1. Open the RTMT and navigate to Trace & Log Central > Collect Files.
  2. Click Next.
  3. Check the Packet Capture Logs check box.
  4. Select the time frame that you performed the capture.

Enable Traces on PIMG

It is useful to enable traces on PIMG in order to determine the port from which the call comes. Complete these steps in order to enable the traces:

  1. Log in to the Admin interface.
  2. Navigate to Diagnostics > Trace/Logging.
  3. Click Trace, and then Configure.
  4. Uncheck all check boxes that are checked by default.
  5. Check the Tel event and VoIP prot check boxes.
  6. Click Submit.
  7. Click Start when the test is run.
  8. Click Stop when the test is complete.
  9. Click Download.
  10. Click Save As when the option appears in order to gather the trace.
  11. Click Clear when you are ready to delete the trace from the system.

Enable Traces in UC

It is useful to enable traces in UC in order to troubleshoot audio issues. Complete these steps in order to enable the traces:

  1. In UC Serviceability, select Macro Traces from the Trace menu.
  2. On the Macro Traces page, select the name of the UC server from the Server field.
  3. Click Go.
  4. In the Macro Trace field, check the Media (Wave) Traces and Conversation Traces check boxes.
  5. Save the changes.
  6. Reproduce the problem.
  7. Use the RTMT in order to gather the traces.
  8. Gather the Connection Conversation Manager and the Connection Mixer.

Related Information

Updated: Dec 17, 2013
Document ID: 116943