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VMO Error when a Subscriber Attempts to Record or Playback a Voice Message with the Phone

Cisco - VMO Error when a Subscriber Attempts to Record or Playback a Voice Message with the Phone

Document ID: 112143

Updated: Mar 12, 2012

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Introduction

Cisco Unity ViewMail for Microsoft Outlook (VMO) produces an error when a subscriber attempts to record or playback a voice message with the phone. This document discusses how to troubleshoot this issue.

Prerequisites

Requirements

There are no specific requirements for this document.

Components Used

The information in this document is based on Cisco Unity 4.2(1). This problem is observed on Cisco Unity 4.2(1) servers with Microsoft Windows 2003 SP1 where the client computer (the computer with Outlook and VMO) is in a workgroup.

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Problem

This issue occurs with ViewMail for Microsoft Outlook (VMO), when a subscriber attempts to record or playback a voice message with the phone (in other words, when TRaP is used). When the subscriber first clicks record or play in the Media Master, the Enter Network Password dialog box is displayed. The subscriber enters the user name, password, domain, and clicks OK. The Enter Network Password dialog box disappears for a second and then is displayed again. The subscriber is unable to authenticate. When the subscriber finally gives up, and clicks Cancel, this error message is displayed:

"Access was denied when connecting to the voice server. 
To use the telephone you must be logged into Windows using the 
account associated with your subscriber account."

This issue is documented by Cisco bug ID CSCsg60890 (registered customers only)

Solution(s)

In order to resolve this issue, you need to configure some additional DCOM settings on the Cisco Unity server. Complete these steps:

Note: This workaround assumes that when Permissions Wizard was run on the Cisco Unity server, the option Grant DCOM rights and enable the Media Master control was selected.

  1. From the Start menu, open Programs > Administrative Tools > Component Services.

  2. In the tree in the left pane, expand Component Services > Computers > My Computer.

  3. Right-click My Computer, and select Properties.

  4. Click on the COM Security tab.

  5. In the Launch and Activation Permissions section, click Edit Limits.

  6. Click Add.

  7. Enter NETWORK, and then click OK.

  8. From the matching names list, choose NETWORK (not NETWORK SERVICE), and click OK.

  9. On the Security Limits properties page, go to the Permissions for NETWORK area. Under the Allow column, uncheck Local Launch, and enable Remote Activation.

  10. Click OK to close the Edit Limits Properties page.

  11. In the Launch and Activation Permissions section, click Edit Defaults.

  12. Click Add.

  13. Enter NETWORK, and click OK.

  14. From the matching names list, choose NETWORK (not NETWORK SERVICE), and click OK.

  15. Go to the Permissions for NETWORK area of the Security Limits properties page. In the Allow column, uncheck Local Launch, and enable Remote Activation.

  16. Click OK twice to close all the Properties pages.

  17. Complete these steps in order to restart MS DTC:

    1. In the tree in the left, right-click My Computer, and select Stop MS DTC.

    2. Right-click My Computer, and select Start MS DTC.

Problem

This issue occurs with Outlook 2010 and ViewMail 8.5(6), when a user attempts to perform Telephone Record and Playback (TRaP) for voice messages, this error message is displayed:

Recording or playback failed:  Unknown error occurred
AudioEventId= TRAP_E_UNKNOWN.  Contact your system administrator.	

and the following entryin the logs:

"2011-04-20 11:36:59.3609 INFO: OUTLOOK 1252 5 
VMOLibrary.TRaP.Unity7TrapImpl.ProcessTypicalTransaction
Got VMWS Fault: E_VMWS_MSG_INVALID_MESSAGE_ID"

Solution

This issue is documented in Cisco bug ID CSCtq38536 (registered customers only) .In order to workaround this issue, play through the local PC speaker or press the voice messages button on the phone in order to call the voicemail pilot.

ViewMail 8.0.3 is not working

The subscriber experiences an issue with playback for ViewMail on the PC speakers or while recording messages over a PC microphone. However, playback and record work correctly over the IP Phone regardless of the client used.

Note: Cisco Personal Communications Assistant (CPCA) and SA have problems playing or recording over the PC. Specifically, if a play or record is interrupted by pressing Play or Stop, it cannot be resumed.

Solution

The workaround for this issue is to use the IP Phone. For a permanent fix, refer to Cisco bug ID CSCti04412 (registered customers only) .

Related Information

Updated: Mar 12, 2012
Document ID: 112143