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Cisco Unified IP Phone 7900 Series

Voice Mail Interactive Voice Network Troubleshooting

Document ID: 82067

Updated: Apr 16, 2007

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Introduction

This series of interactive documents uses a typical head office and branch office in order to demonstrate some common voice network configurations. This interactive diagram allows you to view network configurations:

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This image is interactive!
Click a component to view configuration
and troubleshooting information.

Refer to Unified CallManager Interactive Voice Network Configuration and Troubleshooting Case Study for requirements assumed by this series of interactive documents.

Configure

  1. Configure Voice Mail Ports in Unified CallManager (as described in Unified CallManager Voice Mail Interactive Voice Network Configuration Example)
  2. Configure Message Waiting (as described in Unified CallManager Voice Mail Interactive Voice Network Configuration Example)
  3. Configure Voice Mail Pilot (as described in Unified CallManager Voice Mail Interactive Voice Network Configuration Example)
  4. Configure Voice Mail Profile (as described in Unified CallManager Voice Mail Interactive Voice Network Configuration Example)
  5. Configure Line Group (as described in Unified CallManager Voice Mail Interactive Voice Network Configuration Example)
  6. Configure Hunt List (as described in Unified CallManager Voice Mail Interactive Voice Network Configuration Example)
  7. Configure Hunt Pilot (as described in Unified CallManager Voice Mail Interactive Voice Network Configuration Example)
  8. Configure Gateways to Enable Redirecting Number IE Delivery (as described in Unified CallManager Voice Mail Interactive Voice Network Configuration Example)
  9. Integrate Unity, Add Subscribers, and Configure Alternate Extensions (as described in Unity Voice Mail Interactive Voice Network Configuration Example)
  10. Verify Phone DNs Include Correct Voice Mail Profile (as described in Phone Configuration (San Jose) Interactive Voice Network Configuration Example)
  11. Configure SRST to Forward Calls No-Answer to Voice Mail (as described in SRST Voice Mail Interactive Voice Network Configuration Example)
  12. Verify the Voice Mail Configuration

This document describes step 12. For information about the other steps in this procedure, refer to the appropriate documents.

Verify the Voice Mail Configuration

Once you complete steps 1 through 11 listed in the Configure section, test and verify your configuration as described in this section.

From an IP Phone, press the Messages button. You should be able to hear the Unity greeting (either the first-time enrollment or a personal greeting if one is configured). If this procedure fails, trace back your steps as per this document. Pay close attention to partitions and Calling Search Spaces. These are the most common causes of failure. In addtion, leave a voice mail to a user in order to determine if MWI functions correctly.

In addition, you should verify that voice mail redirection is available during WAN congestion (when a call to RTP is rerouted by AAR to PSTN) and that calls to busy or unavailable extensions in RTP during SRST failover can still receive users greetings.

Test Voice Mail PSTN Rerouting (AAR)

  1. On the RTP router, turn on Debug isdn Q931.

  2. Place two calls over the WAN to ensure you reached your maximum number of allowable calls.

  3. Place a third call (which forces the call to be rerouted over the PSTN).

  4. Let the phone ring until the ring-no-answer is triggered and make sure that the personal greeting for the user that you called is played.

    You should see this output from the debug isdn q931:
    debug isdn q931
    debug isdn q931 is ON.
    RTP#
    *Nov 2 06:49:28.885: ISDN Se1/0:23 Q931: RX <- SETUP pd = 8 callref = 0x0009
    Bearer Capability i = 0x8090A2
    Standard = CCITT
    Transfer Capability = Speech
    Transfer Mode = Circuit
    Transfer Rate = 64 kbit/s
    Channel ID i = 0xA98381
    Exclusive, Channel 1
    Facility i = 0x9F8B0100A10F02010106072A8648CE1500040A0100
    Protocol Profile = Networking Extensions
    0xA10F02010106072A8648CE1500040A0100
    Component = Invoke component
    Invoke Id = 1
    Operation = InformationFollowing (calling_name)
    Name information in subsequent FACILITY message
    Calling Party Number i = 0x0081, '5005' !--- Call placed through PSTN
                                            !--- because AAR kicked in
    Plan:Unknown, Type:Unknown
    Called Party Number i = 0x80, '19195014003'
    Plan:Unknown, Type:Unknown
    *Nov 2 06:49:28.933: ISDN Se1/0:23 Q931: TX -> CALL_PROC pd = 8 callref = 0x8009
    Channel ID i = 0xA98381
    Exclusive, Channel 1
    *Nov 2 06:49:28.933: ISDN Se1/0:23 Q931: TX -> ALERTING pd = 8 callref = 0x8009
    *Nov 2 06:49:30.897: ISDN Se1/0:23 Q931: RX <- FACILITY pd = 8 callref = 0x0009
    Facility i = 0x9F8B0100A1080201010201008400
    Protocol Profile = Networking Extensions
    0xA1080201010201008400
    Component = Invoke component
    Invoke Id = 1
    Operation = CallingName
    Name not available
    *Nov 2 06:49:41.057: ISDN Se1/0:23 Q931: TX -> SETUP pd = 8 callref = 0x0001
    Bearer Capability i = 0x8090A2
    Standard = CCITT
    Transfer Capability = Speech
    Transfer Mode = Circuit
    Transfer Rate = 64 kbit/s
    Channel ID i = 0xA98382
    Exclusive, Channel 2
    Facility i = 0x9F8B0100A10F02010106072A8648CE1500040A0100
    Protocol Profile = Networking Extensions
    0xA10F02010106072A8648CE1500040A0100
    Component = Invoke component
    Invoke Id = 1
    Operation = InformationFollowing (calling_name)
    Name information in subsequent FACILITY message
    Calling Party Number i = 0x0081, '5005' !--- Call placed to Unity through PSTN
                                            !--- with 4003 as redirecting number
    Plan:Unknown, Type:Unknown
    Called Party Number i = 0x80, '14085011600'
    Plan:Unknown, Type:Unknown
    Redirecting Number i = 0x000082, '4003'
    Plan:Unknown, Type:Unknown
    *Nov 2 06:49:41.117: ISDN Se1/0:23 Q931: RX <- CALL_PROC pd = 8 callref = 0x8001
    Channel ID i = 0xA98382
    Exclusive, Channel 2
    *Nov 2 06:49:41.117: ISDN Se1/0:23 Q931: RX <- ALERTING pd = 8 callref = 0x8001
    *Nov 2 06:49:41.345: ISDN Se1/0:23 Q931: RX <- CONNECT pd = 8 callref = 0x8001
    Display i = 'Voicemail'
    *Nov 2 06:49:41.365: ISDN Se1/0:23 Q931: TX -> CONNECT pd = 8 callref = 0x8009
    Display i = 'Voicemail'
    *Nov 2 06:49:41.365: ISDN Se1/0:23 Q931: TX -> CONNECT_ACK pd = 8 callref = 0x0001
    *Nov 2 06:49:41.389: ISDN Se1/0:23 Q931: RX <- CONNECT_ACK pd = 8 callref = 0x0009

Check PSTN SRST Failover Voice Mail Messages

Force the remote (RTP) router to fallback to SRST, by severing the connection to CallManager.

Once you enter SRST mode, press the Messages button. You are asked to enter your PIN number.

Note: If you are not asked to enter your PIN number, make sure you configured alternate extensions (as described in Unity Voice Mail Interactive Voice Network Configuration Example).

If this test works correcty, these debug isdn q931 messages are displayed:


*Nov 2 07:06:25.965: ISDN Se1/0:23 Q931: Applying typeplan for sw-type 0xD
is 0x0 0x0, Calling num 19195014003
*Nov 2 07:06:25.965: ISDN Se1/0:23 Q931: Applying typeplan for sw-type 0xD
is 0x0 0x0, Called num 14085011600
*Nov 2 07:06:25.965: ISDN Se1/0:23 Q931: TX -> SETUP pd = 8 callref = 0x0092
Bearer Capability i = 0x8090A2
Standard = CCITT
Transfer Capability = Speech
Transfer Mode = Circuit
Transfer Rate = 64 kbit/s
Channel ID i = 0xA98382
Exclusive, Channel 2
Progress Ind i = 0x8183 - Origination address is non-ISDN
Calling Party Number i = 0x0080, '9195014003' !--- The calling number is the
!--- 10-digit number. Configure this number as the
!--- alternate extension for the subscriber in Unity.

Plan:Unknown, Type:Unknown
Called Party Number i = 0x80, '14085011600'

Plan:Unknown, Type:Unknown
*Nov 2 07:06:26.013: ISDN Se1/0:23 Q931: RX <- CALL_PROC pd = 8 callref = 0x8092
Channel ID i = 0xA98382
Exclusive, Channel 2
*Nov 2 07:06:26.013: ISDN Se1/0:23 Q931: RX <- ALERTING pd = 8 callref = 0x8092
*Nov 2 07:06:26.277: ISDN Se1/0:23 Q931: RX <- CONNECT pd = 8 callref = 0x8092
Display i = 'Voicemail'
*Nov 2 07:06:26.277: %ISDN-6-CONNECT: Interface Serial1/0:1 is now connected to
14085011600 N/A
*Nov 2 07:06:26.281: ISDN Se1/0:23 Q931: TX -> CONNECT_ACK pd = 8 callref = 0x0092

Check PSTN SRST Failover Voice Mail Redirection

In order to check voice mail redirection in case of PSTN SRST failover, place a call over the PSTN to an SRST user, and wait for the ring-no-answer timer to activate.

The call should be answered by Unity and you should hear the personal greeting for the subscriber that you called. If you hear the Unity Opening Greeting instead, you could be experiencing a known defect, CSCsb11565 (registered customers only). Make sure the redirecting reason is 0x000082 instead of 0xFF as shown in this output:

RTP#

*Nov 2 07:11:20.833: ISDN Se1/0:23 Q931: RX <- SETUP pd = 8 callref = 0x000A
Bearer Capability i = 0x8090A2
Standard = CCITT
Transfer Capability = Speech
Transfer Mode = Circuit
Transfer Rate = 64 kbit/s
Channel ID i = 0xA98381
Exclusive, Channel 1
Facility i = 0x9F8B0100A10F02010106072A8648CE1500040A0100
Protocol Profile = Networking Extensions
0xA10F02010106072A8648CE1500040A0100
Component = Invoke component
Invoke Id = 1
Operation = InformationFollowing (calling_name)
Name information in subsequent FACILITY message
Calling Party Number i = 0x0081, '5010'
Plan:Unknown, Type:Unknown
Called Party Number i = 0x80, '9195014003' !--- Call coming from PSTN to
                                           !--- SRST user on extension 4003
Plan:Unknown, Type:Unknown
*Nov 2 07:11:20.849: ISDN Se1/0:23 Q931: TX -> CALL_PROC pd = 8 callref = 0x800A
Channel ID i = 0xA98381
Exclusive, Channel 1
*Nov 2 07:11:20.853: ISDN Se1/0:23 Q931: TX -> ALERTING pd = 8 callref = 0x800A
Progress Ind i = 0x8188 - In-band info or appropriate now available
*Nov 2 07:11:22.833: ISDN Se1/0:23 Q931: RX <- FACILITY pd = 8 callref = 0x000A
Facility i = 0x9F8B0100A1080201010201008400
Protocol Profile = Networking Extensions
0xA1080201010201008400
Component = Invoke component
Invoke Id = 1
Operation = CallingName
Name not available
*Nov 2 07:11:30.853: ISDN Se1/0:23 Q931: Applying typeplan for sw-type 0xD
                     is 0x0 0x0, Calling num 5010
*Nov 2 07:11:30.853: ISDN Se1/0:23 Q931: Applying typeplan for sw-type 0xD
                     is 0x0 0x0, Called num 14085011600
*Nov 2 07:11:30.853: ISDN Se1/0:23 Q931: TX -> SETUP pd = 8 callref = 0x0093
Bearer Capability i = 0x8090A2
Standard = CCITT
Transfer Capability = Speech
Transfer Mode = Circuit
Transfer Rate = 64 kbit/s
Channel ID i = 0xA98382
Exclusive, Channel 2
Facility i = 0x9F8B0100A10F02010106072A8648CE1500040A0100
Protocol Profile = Networking Extensions
0xA10F02010106072A8648CE1500040A0100
Component = Invoke component
Invoke Id = 1
Operation = InformationFollowing (calling_name)
Name information in subsequent FACILITY message
Calling Party Number i = 0x0081, '5010'
Plan:Unknown, Type:Unknown
Called Party Number i = 0x80, '14085011600'
Plan:Unknown, Type:Unknown
Redirecting Number i = 0x000082, '9195014003' !--- Call redirected to Unity with
                                              !--- redirecting number 9195014003
Plan:Reserved, Type:Reserved      !--- Make sure i is not 0xFF as per CSCsb11565
*Nov 2 07:11:30.905: ISDN Se1/0:23 Q931: RX <- CALL_PROC pd = 8 callref = 0x8093
Channel ID i = 0xA98382
Exclusive, Channel 2
*Nov 2 07:11:30.909: ISDN Se1/0:23 Q931: RX <- ALERTING pd = 8 callref = 0x8093
*Nov 2 07:11:31.113: ISDN Se1/0:23 Q931: RX <- CONNECT pd = 8 callref = 0x8093
Display i = 'Voicemail'
*Nov 2 07:11:31.113: %ISDN-6-CONNECT: Interface Serial1/0:1 is now connected to
                     14085011600 N/A
*Nov 2 07:11:31.117: ISDN Se1/0:23 Q931: TX -> CONNECT_ACK pd = 8 callref = 0x0093
*Nov 2 07:11:31.117: ISDN Se1/0:23 Q931: TX -> CONNECT pd = 8 callref = 0x800A
*Nov 2 07:11:31.137: ISDN Se1/0:23 Q931: RX <- CONNECT_ACK pd = 8 callref = 0x000A
*Nov 2 07:11:31.141: %ISDN-6-CONNECT: Interface Serial1/0:0 is now
                     connected to 5010 N/A


Updated: Apr 16, 2007
Document ID: 82067