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Upgrading from Cisco Unity Voice Mail Release 3.0(1) to Release 3.1(2x) on the Cisco ICS 7750

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Upgrading from Cisco Unity Voice Mail Release 3.0(1) to Release  3.1(2x) on the Cisco ICS 7750

Table Of Contents

Upgrading from Cisco Unity Voice Mail Release 3.0(1) to Release  3.1(2x) on the Cisco ICS 7750

Contents

Introduction

Before You Begin Upgrading the Cisco Unity Voice Mail

Software Components for the Upgrade Process

Obtaining Cisco Unity 3.1(2x) Software

Obtaining MSDE Service Pack 1 Software

Obtaining the Microsoft Windows 2000 Hotfix Software

Obtaining the Microsoft Internet Explorer Version 5.5 Software

Backing Up the Cisco Unity Voice-Mail System

Upgrading Cisco Unity Voice Mail to Release 3.1(2x)

Installing the Microsoft Windows 2000 Hotfix

Upgrading the MSDE 2000 to Service Pack 1

Installing Microsoft Internet Explorer 5.5 Service Pack 2

Installing Microsoft XML Parser

Upgrading Cisco Unity to Release 3.1(2x)

Upgrading the Cisco Unity-CallManager Telephony Service Provider (CM-TSP) to Release 3.1(2)

Removing the AV-Cisco TSP Program

Installing the Cisco Unity-CM TSP Program

Testing the Cisco Unity Configuration and Connections

Troubleshooting the Cisco Unity Configuration

Obtaining Documentation

World Wide Web

Documentation CD-ROM

Ordering Documentation

Documentation Feedback

Obtaining Technical Assistance

Cisco.com

Technical Assistance Center

Cisco TAC Web Site

Cisco TAC Escalation Center


Upgrading from Cisco Unity Voice Mail Release 3.0(1) to Release  3.1(2x) on the Cisco ICS 7750


Use this document to prepare for and perform the upgrade of Cisco Unity Voice Mail Release 3.0(1) to Release 3.1(2x). The instructions are for upgrading the Cisco ICS 7750 system. These Unity publications provide more information about Cisco Unity Voice Mail:

Cisco Unity System Administration Guide, Release 3.1.(2)

Cisco Unity Troubleshooting Guide, Release 3.1(2)

Networking in Cisco Unity, Release 3.1(2)

You can locate these publications at this URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity31/index.htm

For a list of new features, corrected bugs, and enhancements in Cisco Unity Voice Mail, refer to the Release Notes for Cisco Unity Release 3.1(2). You can view this document at this URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity31/rel_note/index.htm

Contents

This document contains these topics:

Introduction

Before You Begin Upgrading the Cisco Unity Voice Mail

Upgrading Cisco Unity Voice Mail to Release 3.1(2x)

Obtaining Documentation

Obtaining Technical Assistance

Introduction

For Cisco Unity Voice Mail 3.0(1) installations on the Cisco ICS 7750, upgrade directly to Cisco Unity Voice Mail, Release 3.1(2x) to take advantage of several improvements to the application.


Note Do not upgrade to Unity Release 3.0(3) before upgrading to Cisco Unity Voice Mail, Release 3.1(2x).


This upgrading involves modifying several applications on the Cisco Unity SPE. You must install hot fixes for Windows 2000 and a service pack for Microsoft Data Engine (MSDE). Cisco Unity Release 3.1(2) requires Microsoft Internet Explorer, version 5.5, and Microsoft XML Parser in order to function properly.

To obtain the software for the upgrade, you must download several large files from websites on the Internet. Download time can take up to several hours, depending on the speed of the data connection.

If you have installed and configured Audio Messaging Interchange Specification (AMIS) with Cisco Unity Voice Mail 3.0(1), you must remove the AMIS configuration completely and reconfigure it after you upgrade to Release 3.1(2). For information about removing and reinstalling AMIS, refer to the Release Notes for Cisco Unity Release 3.1(2).

Figure 1 provides an overview of the major procedures involved in the upgrade. You can use this flowchart as a guide for upgrading your system.

Figure 1 Process for Upgrading Cisco Unity Voice Mail 3.0(1) to Release 3.1(2)

Before You Begin Upgrading the Cisco Unity Voice Mail

To prepare the voice-mail system for the upgrade, you must complete these tasks:

Back up the Cisco Unity Voice Mail system and voice-mail store.

Connect a keyboard, mouse, and monitor to the SPE running Cisco Unity.

Connect the CD-ROM drive to the USB port on the SPE running Cisco Unity.

Disable all antivirus services before you begin the upgrade. The upgrade can fail if antivirus services are running. Refer to the Release Notes for Cisco Unity Release 3.1(2) for more information.

Save some voice messages in your voice mailbox. After each upgrade procedure, you can access your voice mailbox and listen to your messages to check whether the upgrade process is working successfully.

Software Components for the Upgrade Process

The upgrade process requires updating and installing several software components. You need to obtain these software components before you can begin the upgrade process:

Cisco Unity 3.1(2x)—You can download the required software components from the Cisco Software Center. This software package includes these components:

Cisco Unity Release 3.1(2x) software

Microsoft XML Parser (MSXML3) software

Cisco Unity CallManager Telephony Service Provider (CM-TSP) software

MSDE 2000—You need the Cisco Unity Data Store 2000 CD-ROM, which is part of your Cisco Unity Voice Mail 3.0 software package.

MSDE 2000 Service Pack 1—You can download this file from the Microsoft website on the Internet.

Windows 2000 Hotfix Q301625—You can download this file from the Microsoft website on the Internet.

Microsoft Internet Explorer Version 5.5—You can download the required software components from the Cisco Software Center.

Obtaining Cisco Unity 3.1(2x) Software

For upgrading from version 3.0(1), you must download the entire Cisco Unity 3.1(2x) disc 1 (CD1) image from the Cisco Software Center website, and you must then install from that disc image. The disc image contains only Cisco Unity software and does not contain any third-party software.


Note When newer maintenance versions of Cisco Unity 3.1(2x) are posted at the Cisco Software Center, they are identified with a letter, for example Cisco Unity 3.1(2b). Make sure you download the latest version of Cisco Unity 3.1(2x) for upgrading your system.


For downloading the disc image, you need to have a PC with a LAN connection that has access to the Cisco ICS 7750 and to the Internet. If you plan to make a CD-ROM from which to install the upgrade software, use a computer with a read/write CD-ROM drive. Or you can copy the downloaded CD-ROM image directly to the SPE running Cisco Unity.

Follow these steps to download the Cisco Unity Release 3.1(2x) self-extracting CD-ROM image.


Step 1 Before you download the image file, make sure that the computer has at least 385 MB of available hard disk space.

Step 2 Open a browser, go to Cisco.com (www.cisco.com), and log in to the system.

Step 3 Click this path to locate the download link:

Service and Support > Software Center > Voice Software

Step 4 Under IP Telephony and Unified Messaging, locate Cisco Unity Software. Click Unity 3.1.

Step 5 Click Download Full CD Images of Unity 3.1.

Step 6 Enter information in the form, if required, and click Submit.

Step 7 Click CiscoUnity3.1.2x.CD1.exe to download the required software image to your desktop.


Note Downloading this file can take several hours, depending on your line speed.


Step 8 Copy CiscoUnity3.1.2x.CD1.exe to the C: drive on the SPE running Cisco Unity.


Note You need approximately 1 GB of free disk space for the expanded Unity folders.


Step 9 On the SPE, double-click the CiscoUnity3.1.2x.CD1.exe file to open the Winzip Self-Extractor window.


Note To copy these files to a CD-ROM, you need to extract the files to a directory on the PC hard disk by completing Step 9 through Step 13. Then you can copy the extracted folders to a CD-ROM.


Step 10 Enter C:\Unity3.1.2 in the Unzip to folder field.

Step 11 Check Overwrite files without prompting, as shown in Figure 2.

Figure 2 Extracting the Cisco Unity 3.1.2 files

Step 12 Click Unzip.

Step 13 When the unzip process is complete, a message states that 6,433 files were unzipped successfully. If you have fewer than 6,433 files, you need to download the CiscoUnity3.1.2CD1.exe file again.

Step 14 Click OK to close the WinZip Self-Extractor message box.

Step 15 Click Close to exit the WinZip Self-Extractor window.


Obtaining MSDE Service Pack 1 Software

You must download one of the Service Pack 1 files for Microsoft SQL from the Microsoft website. The service pack has three files for correcting problems with SQL. You need to download only the file for Microsoft Desktop Engine (sq2kdesksp1.exe).

Follow these steps to download the service pack file:


Step 1 On the PC, open a browser, and enter this URL to locate the file:

http://www.microsoft.com/sql/downloads/2000/ENGsp1.asp

Step 2 Click sq2kdesksp1.exe, and download this file to your PC desktop. This file is 22.5 MB and takes from one to two hours to download.

Step 3 When the download is complete, check the size of the downloaded file. If the file is not 22.5 MB, it may be corrupted. Delete the downloaded file, and try again.

Step 4 Copy sq2kdesksp1.exe from the PC desktop to the desktop of the SPE.


Obtaining the Microsoft Windows 2000 Hotfix Software

You must download a hot fix for Windows 2000 from the Microsoft website. This hot fix corrects problems with Microsoft Internet Information Services (IIS) version 4 or 5. Follow these steps to download the file:


Step 1 On the PC, open a browser, and enter this URL to locate the file:

http://support.microsoft.com/default.aspx?scid=kb;en-us;Q301625

Step 2 Click Download Q301625 W2K SP3 x86 en.exe now, and follow the directions for downloading this file to your PC desktop. This file is 2.13 MB.

Step 3 When the download is complete, check the size of the downloaded file. If the file is not 2.13 MB, it may be corrupted. Delete the downloaded file, and try again.

Step 4 Copy Q301625 W2K SP3 x86 en.exe from the PC desktop to the desktop of the SPE.


Obtaining the Microsoft Internet Explorer Version 5.5 Software

You must download the Microsoft Internet Explorer 5.5 with Service Pack 1 software from the Cisco Software Center. You need approximately 84 MB of disk space on your PC.

Follow these steps to download the software.


Step 1 Open a browser on the PC, go to Cisco.com (www.cisco.com), and log in to the system.

Step 2 Click this path to locate the download link:

Service and Support > Software Center > Voice Applications

Step 3 Under IP Telephony and Unified Messaging, locate Cisco Unity Software. Click Unity 3.1.

Step 4 Under Select a File to Download, click the CiscoUnityInternetExplorer5.5SP2.exe file.

Step 5 Enter information in the form, if required, and click Submit.

Step 6 Click CiscoUnityInternetExplorer5.5SP2.exe, and download the required software image to your PC desktop.


Note Downloading this file can take several hours, depending on your line speed.


Step 7 Copy the CiscoUnityInternetExplorer5.5SP2.exe file to the C: drive on the SPE.


Note You need approximately 84 MB of free disk space for the files.


Step 8 On the SPE, browse to the C: drive and double-click the CiscoUnityInternetExplorer5.5SP2.exe file.


Note To copy these files to a CD-ROM, you need to extract the files to a directory on the PC hard disk by completing Step 8 through Step 12. Then, you can copy the extracted folders to a CD-ROM.


Step 9 In the Winzip Self-Extractor window, enter C:\Internet Explorer5.5 in the Unzip to folder field.

Step 10 Check Overwrite files without prompting.

Step 11 Click Unzip.

Step 12 When the unzip process is complete, a message states that 90 files were unzipped successfully. If you have fewer than 90 files, you need to download the CiscoUnityInternetExplorer5.5SP2.exe file again.

Step 13 Click OK to close the WinZip Self-Extractor message box.

Step 14 Click Close to exit the WinZip Self-Extractor window.


Backing Up the Cisco Unity Voice-Mail System

Before performing the upgrade to Cisco Unity Voice Messaging, you should back up the entire voice-mail system. If your organization does not have a software package for performing scheduled backups, you can use Backup Exec, which is a data management program from VERITAS Software Corporation, to back up the entire system. For more information about backing up the Cisco Unity system, refer to the "Maintaining Cisco Unity" chapter in the Cisco Unity Administrator Guide, Release 3.1(2).

Upgrading Cisco Unity Voice Mail to Release 3.1(2x)

This section describes how to perform the upgrade from Cisco Unity Voice Mail Release 3.0(1) to Release 3.1(2x).

Notify your users that the voice-mail services will be interrupted while the upgrade takes place. During the upgrading process, Cisco Unity services stop so the software can be upgraded. At the end of the process, the services restart. You should perform this upgrade after business hours or when the system has low usage.

To ensure a successful upgrade, use the procedures in this sequence. You must complete all the steps in these upgrade procedures:

Installing the Microsoft Windows 2000 Hotfix

Upgrading the MSDE 2000 to Service Pack 1

Installing Microsoft Internet Explorer 5.5 Service Pack 2

Installing Microsoft XML Parser

Upgrading Cisco Unity to Release 3.1(2x)

Upgrading the Cisco Unity-CallManager Telephony Service Provider (CM-TSP) to Release 3.1(2)

Installing the Microsoft Windows 2000 Hotfix

To install the Microsoft Windows 2000 Hotfix, follow these steps:


Step 1 Log in to Windows on the SPE running Cisco Unity by using the administrator account.

Step 2 Stop the Cisco Unity server by right-clicking the Cisco Unity icon in the status bar. Choose Stop Unity.

Step 3 On the desktop, double-click the Q301625_W2K_SP3_x86_en.exe file.

Step 4 In the Windows 2000 Hotfix Setup dialog box, click Continue, as shown in Figure 3.

Figure 3 Windows 2000 Hotfix Setup Instructions

Step 5 The Hotfix Setup dialog box opens. Click Continue to reboot the system.

Step 6 After the SPE has rebooted, continue with the "Upgrading the MSDE 2000 to Service Pack 1" section.


Upgrading the MSDE 2000 to Service Pack 1

To upgrade MSDE 2000 to Service Pack 1, follow these steps:


Step 1 Log in to Windows on the SPE by using the administrator account.


Note Be sure to stop all virus-checking programs before proceeding with this upgrade.


Step 2 To stop the Cisco Unity server, right-click the Cisco Unity icon on the status bar, and choose Stop Unity.

Step 3 On the desktop, double-click the sql2kdesksp1.exe file.

Step 4 To extract the file contents to the SQL2KSP1 folder on the C: drive of the SPE, click Finish.

Step 5 If the SQL2KSP1folder does not exist, click Yes to create it, as shown in Figure 4.

Figure 4 Create the SQL2KSP1 Folder

Step 6 A message states that the package has been delivered successfully. Click OK to close the Package For The Web message box.

Step 7 Insert the Cisco Unity Data Store 2000 CD in the CD-ROM drive connected to the SPE. If the autorun window appears, click Exit.

Step 8 Choose Start > Run, and enter C:\sql2ksp1\MSDE\setup.exe /p SQLRUN.


Note Be sure to enter a space before /p and before SQLRUN.


Step 9 Click OK to install the MSDE 2000 Service Pack 1. The installation progress window is shown in Figure 5.

Figure 5 MSDE 2000 Service Pack 1 Installation

Step 10 When the installation is complete, remove the CD-ROM from the CD-ROM drive. Click Yes to restart the SPE.



Caution To prevent the Cisco Unity server from stopping, refer to the Voice Applications Field Notice 17702. This notice has a patch to correct the problem that the Microsoft SQL server locks up and causes the Unity server to stop.

After the SPE restarts, continue with the "Installing Microsoft Internet Explorer 5.5 Service Pack 2"section.

Installing Microsoft Internet Explorer 5.5 Service Pack 2

To install Microsoft Internet Explorer 5.5, follow these steps:


Step 1 Log in to Windows on the SPE by using the administrator account.


Note Be sure to stop all virus-checking programs before proceeding with this upgrade.


Step 2 Browse to the InternetExplorer5.5 folder on the C: drive.


Note If you are using the Microsoft Internet Explorer Version 5.5 CD-ROM, insert it in the CD-ROM drive connected to the SPE.


Step 3 Double-click the ie5setup.exe file to start the installation.

Step 4 The Window Update: Internet Explorer and Internet Tools window opens. Click I accept the agreement, and click Next.

Step 5 In the Windows 2000 Install window, click Next to begin the installation.

Step 6 Click Finish to exit the installer and to restart the SPE.


Note If you are using a CD-ROM, remove it from the CD-ROM drive before restarting the SPE.



After the SPE restarts, continue with the "Installing Microsoft XML Parser" section.

Installing Microsoft XML Parser

Microsoft XML Parser (MSXML3) software is required when upgrading to Cisco Unity 3.1(2).

To install MSXML3, follow these steps:


Step 1 Log in to Windows on the SPE by using the administrator account.


Note Be sure to stop all virus-checking programs before proceeding with this upgrade.


Step 2 Using Windows Explorer, browse to C:\Unity3.1.2 > CD1 > MSXML.


Note If you are using a CD-ROM with the Unity 3.1(2x) software, insert it in the CD-ROM drive, and browse to the MSXML folder on the CD-ROM.


Step 3 Double-click the MSXML3SP1.exe file to begin the installation.

Step 4 In the Microsoft XML Parser Setup Wizard window, click Next.

Step 5 In the Microsoft XML Parser License Agreement window, click I accept the terms in the License Agreement, as shown in Figure 6.

Figure 6 Microsoft XML Parser License Agreement

Step 6 In the Customer Information window, enter the User Name and Organization. Click Next.

Step 7 Click Install to begin the installation.

Step 8 When the installation is complete, click Finish to exit the Microsoft XML Parser Setup wizard.


Continue with the "Upgrading Cisco Unity to Release 3.1(2x)" section.

Upgrading Cisco Unity to Release 3.1(2x)

After you have updated the software components and installed the new software components, you are ready to upgrade the Cisco Unity software. The Cisco Unity server is stopped during the upgrade process; therefore, Cisco Unity Voice Mail service is interrupted. Perform this upgrade procedure after regular business hours to minimize inconvenience to users. The upgrade process can take less than one hour or up to four hours, depending on the number of subscribers in your database.

If you receive an error during the upgrade process, capture the exact error message, and report the error to Cisco TAC. You should send these files to Cisco TAC:

Application log files

System event log files

The tempu.log (located in C:\Documents and Settings\Administrator\Local Settings\Temp)


Caution When you receive an error message, do not rerun the setup program unless Cisco TAC directs you to do so. If you rerun the setup program, you might accidentally reset your database to the default database and lose all your data.


Caution Diagnostic traces for Cisco Unity that were set before the upgrade was performed are not preserved. You must reset the traces after the upgrade.

To perform the upgrade, follow these steps:


Step 1 Log in to Windows by using the Cisco Unity installation account username and password.


Note Be sure to stop all virus-checking programs before proceeding with this upgrade.


Step 2 Using Windows Explorer, browse to C:\Unity3.1.2 > CD1.


Note If you are using a CD-ROM with the Unity 3.1(2x) software, insert it in the CD-ROM drive, and browse to the root directory on the CD-ROM.


Step 3 Double-click the Setup.exe file to start the installation.

Step 4 Double-click the line Double-click to continue in English, as shown in Figure 7.

Figure 7 Select Installation Directions in English

Step 5 Click Next in the Welcome to Unity Setup window.

Step 6 Click OK to allow the setup program to stop Unity services.

Step 7 Click the Use the current license settings radio button in the System Key window. Click Next.

Step 8 Enter information in the Name and Company fields in the Customer Information window. Click Next.

The setup program checks for the required software before beginning the installation.

Step 9 In the Select Features window, click only Upgrade Unity, as shown in Figure 8. Click Next.

Figure 8 Select Upgrade Unity

Step 10 In the Unity Languages window, check English (United States), and click Next.

Step 11 In the Confirm Installation window, click Next to start the installation.


Note The installation can take less than one hour or up to three hours, depending on the number of subscribers in your database.


Step 12 The Setup Complete window appears when the installation is finished. Check Yes, I want to restart my computer now.

Step 13 If you are using a CD-ROM for the installation, remove it from the CD-ROM drive. Click Finish to restart the SPE.


Note After the SPE restarts, access your Cisco Unity voice mailbox. Listen to your saved messages to check whether the system is functioning correctly. If you cannot access Cisco Unity Voice Mail, make sure that the Cisco Unity server is running. Refer to the Cisco Unity Troubleshooting Guide, Release 3.1(2), for assistance, or call Cisco TAC with your error messages and logs.



Upgrading the Cisco Unity-CallManager Telephony Service Provider (CM-TSP) to Release 3.1(2)

Before you can install the telephony service provider (TSP) program for Release 3.1(2), you must remove all existing versions of the TSP. Earlier versions of the TSP were called AV-CiscoTSP. With Cisco Unity Release 3.1(1), the TSP has been renamed Cisco Unity-CM TSP.

Removing the AV-Cisco TSP Program

When you remove the TSP program, you can keep the same voice-mail ports. The AV-Cisco TSP configuration is retained automatically.

To remove the existing AV-Cisco TSP program, follow these steps:


Step 1 Log in to Windows on the SPE running Cisco Unity by using the Cisco Unity installation account.

Step 2 To stop the Cisco Unity server, right-click the Cisco Unity icon in the status bar. Choose Stop Unity.

Step 3 Choose Start > Settings > Control Panel > Add/Remove Programs.

Step 4 In the list of currently installed programs, click AvCiscoTsp.

Step 5 Click Remove.

Step 6 Click Yes to confirm that you want to remove the AV-Cisco TSP program.

Step 7 Click Close to close the Add/Remove Programs window.


Installing the Cisco Unity-CM TSP Program

After removing older versions of TSP, you can proceed with the installation of the new version of Cisco Unity-CM TSP by following these steps.


Step 1 Check that the Cisco Unity server is stopped by right-clicking on the Cisco Unity icon in the status bar.

Step 2 Using Windows Explorer, browse to C:\Unity3.1.2 > CD1 > Cisco.


Note If you are using a CD-ROM with the Unity 3.1(2x) software, insert it in the CD-ROM drive, and browse to the Cisco folder on the CD-ROM.


Step 3 In the Cisco folder, double-click the Setup.exe file to start the installation.

Step 4 Click OK to confirm the InstallShield version information dialog box, as shown in Figure 9.

Figure 9 Confirm InstallShield Version

Step 5 Click Next in the Cisco Unity-CM TSP - InstallShield Wizard window.

Step 6 Click Next in the Destination Folder window to accept the default destination folder for Cisco Unity-CM TSP.

Step 7 Click Install to begin the installation.

Step 8 In the Cisco Unity-CM TSP dialog box, click Settings.

Step 9 The Cisco Unity-CM TSP Settings dialog box opens. Verify that the information is correct in these fields, as shown in Figure 10:

Primary CallManager IP Address

Primary CallManager IP Port

Number of Voice Ports

Device Name Prefix

Figure 10 Verify Entries for Cisco Unity-CM TSP Settings

Step 10 If the Primary CallManager IP Port field is blank, enter the correct value, for example 2000.


Note You can find this value by accessing the Cisco CallManager server that integrates with Cisco Unity Voice Mail. Choose CallManager Administration > System > Cisco CallManager > Server > Cisco CallManager TCP Port Settings for this Server.


Step 11 In the Device name prefix field, check that this prefix matches the names in the CallManager Device List.


Note The name in the Device name prefix field assigns names to ports in the CallManager Device List. The names in the CallManager Device List must match the names of the voice-mail ports in Cisco CallManager.


Step 12 In the Message WaitingOff DN and MessageWaitingON DN fields, verify that the dial numbers (DN) match the Cisco CallManager service parameters. If no numbers appear in these fields, enter them.

Step 13 If your system has only one instance of Cisco CallManager, uncheck the check box for Automatically reconnect to the Primary CCM on failover, as shown in Figure 10.


Note For systems with more than one instance of Cisco CallManager, click Add IP Address, and enter the IP for the secondary Cisco CallManager. In this case, you must check Automatically reconnecting to the Primary CCM on failover.


Step 14 Verify that the CallManager Device List displays the correct number of Cisco Unity ports. Confirm that the names in the device list, as shown in Figure 10, match the names of the voice-mail ports in Cisco CallManager.

Step 15 After making all necessary corrections and entries, click OK in the Cisco Unity-CM TSP Settings dialog box.

Step 16 In the Cisco Unity-CM TSP window, the Cisco CallManger server IP address appears with the Primary CallManager IP port number, as shown in Figure 11.

Figure 11 Cisco CallManger configuration in the Cisco Unity-CM TSP window.

Step 17 Click OK to restart the Cisco Unity server.

Step 18 Click Finish in the Cisco Unity-CM TSP-InstallShield Wizard window to exit the program.

Step 19 Click Yes to restart the Cisco Unity server.


Testing the Cisco Unity Configuration and Connections

After the Cisco Unity SPE restarts, you need to test the TSP configuration and connections with Cisco CallManger. Follow these steps to perform the test:


Step 1 Log in to Windows as the administrator.

Step 2 Choose Start > Settings > Control Panel.

Step 3 Double-click Phone and Modem options.

Step 4 If you are using this Phone and Modem options for the first time, enter information in the Location Information window, and click OK.

Step 5 In the Phone and Modem Options dialog box, click the Advanced tab.

Step 6 In the Providers list, select Cisco Unity-CM TSP.

Step 7 Click Configure, and the Cisco Unity-CM TSP dialog box appears.

Step 8 In the Cisco Unity-CM TSP dialog box, click Test. (See Figure 11.)

Step 9 In the Test Configuration and Connection dialog box, click OK.

Step 10 The Test Succeeded message appears when the configuration is correct. Click OK.


Note If a Device Registration Failed message appears, go to the "Troubleshooting the Cisco Unity Configuration" section.


Step 11 Call the voice-mail system to check whether the Cisco CallManager ports are active by. If the voice-mail ports are not active, restart the Cisco CallManager services to reactivate the ports.

Step 12 Access your voice mailbox, and listen to your saved messages.

You have successfully completed the upgrade of your Cisco Unity Voice Mail when you can access your saved voice messages and leave new voice messages.



Note If you cannot access Cisco Unity Voice Mail, make sure that the Cisco Unity server is running. Refer to the Cisco Unity Troubleshooting Guide, Release 3.1(2), for more information. If you need assistance, call Cisco TAC with your error messages and logs. See the "Upgrading Cisco Unity to Release 3.1(2x)" section for the names of the logs.


Troubleshooting the Cisco Unity Configuration

A Device Registration Failed error message appears, as shown in Figure 12, when there are errors in the configuration such as these:

Entering the wrong IP address for the Cisco CallManager server during configuration

Entering the wrong device name prefix during configuration

Figure 12 Example of an Error Message from the Configuration and Connection Test

When you receive a Device Registration Failed message, follow these steps to correct the problem.


Step 1 Make notes about the information in the error message, such as the message shown in Figure 12. Click OK to close the Device Registration Failed box

Step 2 To correct errors found in the test, go to the Cisco Unity-CM TSP window. (See Figure 11.) In the Select CallManager List, click the Cisco CallManager server to which Cisco Unity is connected. Click Settings.

Step 3 Correct the errors in the Cisco Unity-CM TSP Settings dialog box, and then click OK.

Step 4 In the Cisco Unity-CM TSP dialog box, click Test.

Step 5 In the Test Configuration and Connection dialog box, click OK.

Step 6 Run the test until the Test Succeeded message appears. Click OK.

Step 7 Return to Step 17 in the "Installing the Cisco Unity-CM TSP Program" to complete the upgrade.


Obtaining Documentation

The following sections explain how to obtain documentation from Cisco Systems.

World Wide Web

You can access the most current Cisco documentation on the World Wide Web at the following URL:

http://www.cisco.com

Translated documentation is available at the following URL:

http://www.cisco.com/public/countries_languages.shtml

Documentation CD-ROM

Cisco documentation and additional literature are available in a Cisco Documentation CD-ROM package, which is shipped with your product. The Documentation CD-ROM is updated monthly and may be more current than printed documentation. The CD-ROM package is available as a single unit or through an annual subscription.

Ordering Documentation

Cisco documentation is available in the following ways:

Registered Cisco Direct Customers can order Cisco product documentation from the Networking Products MarketPlace:

http://www.cisco.com/cgi-bin/order/order_root.pl

Registered Cisco.com users can order the Documentation CD-ROM through the online Subscription Store:

http://www.cisco.com/go/subscription

Nonregistered Cisco.com users can order documentation through a local account representative by calling Cisco corporate headquarters (California, USA) at 408 526-7208 or, elsewhere in North America, by calling 800 553-NETS (6387).

Documentation Feedback

If you are reading Cisco product documentation on Cisco.com, you can submit technical comments electronically. Click Leave Feedback at the bottom of the Cisco Documentation home page. After you complete the form, print it out and fax it to Cisco at 408 527-0730.

You can e-mail your comments to bug-doc@cisco.com.

To submit your comments by mail, use the response card behind the front cover of your document, or write to the following address:

Cisco Systems
Attn: Document Resource Connection
170 West Tasman Drive
San Jose, CA 95134-9883

We appreciate your comments.

Obtaining Technical Assistance

Cisco provides Cisco.com as a starting point for all technical assistance. Customers and partners can obtain documentation, troubleshooting tips, and sample configurations from online tools by using the Cisco Technical Assistance Center (TAC) Web Site. Cisco.com registered users have complete access to the technical support resources on the Cisco TAC Web Site.

Cisco.com

Cisco.com is the foundation of a suite of interactive, networked services that provides immediate, open access to Cisco information, networking solutions, services, programs, and resources at any time, from anywhere in the world.

Cisco.com is a highly integrated Internet application and a powerful, easy-to-use tool that provides a broad range of features and services to help you to

Streamline business processes and improve productivity

Resolve technical issues with online support

Download and test software packages

Order Cisco learning materials and merchandise

Register for online skill assessment, training, and certification programs

You can self-register on Cisco.com to obtain customized information and service. To access Cisco.com, go to the following URL:

http://www.cisco.com

Technical Assistance Center

The Cisco TAC is available to all customers who need technical assistance with a Cisco product, technology, or solution. Two types of support are available through the Cisco TAC: the Cisco TAC Web Site and the Cisco TAC Escalation Center.

Inquiries to Cisco TAC are categorized according to the urgency of the issue:

Priority level 4 (P4)—You need information or assistance concerning Cisco product capabilities, product installation, or basic product configuration.

Priority level 3 (P3)—Your network performance is degraded. Network functionality is noticeably impaired, but most business operations continue.

Priority level 2 (P2)—Your production network is severely degraded, affecting significant aspects of business operations. No workaround is available.

Priority level 1 (P1)—Your production network is down, and a critical impact to business operations will occur if service is not restored quickly. No workaround is available.

Which Cisco TAC resource you choose is based on the priority of the problem and the conditions of service contracts, when applicable.

Cisco TAC Web Site

The Cisco TAC Web Site allows you to resolve P3 and P4 issues yourself, saving both cost and time. The site provides around-the-clock access to online tools, knowledge bases, and software. To access the Cisco TAC Web Site, go to the following URL:

http://www.cisco.com/tac

All customers, partners, and resellers who have a valid Cisco services contract have complete access to the technical support resources on the Cisco TAC Web Site. The Cisco TAC Web Site requires a Cisco.com login ID and password. If you have a valid service contract but do not have a login ID or password, go to the following URL to register:

http://www.cisco.com/register/

If you cannot resolve your technical issues by using the Cisco TAC Web Site, and you are a Cisco.com registered user, you can open a case online by using the TAC Case Open tool at the following URL:

http://www.cisco.com/tac/caseopen

If you have Internet access, it is recommended that you open P3 and P4 cases through the Cisco TAC Web Site.

Cisco TAC Escalation Center

The Cisco TAC Escalation Center addresses issues that are classified as priority level 1 or priority level 2; these classifications are assigned when severe network degradation significantly impacts business operations. When you contact the TAC Escalation Center with a P1 or P2 problem, a Cisco TAC engineer will automatically open a case.

To obtain a directory of toll-free Cisco TAC telephone numbers for your country, go to the following URL:

http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml

Before calling, please check with your network operations center to determine the level of Cisco support services to which your company is entitled; for example, SMARTnet, SMARTnet Onsite, or Network Supported Accounts (NSA). In addition, please have available your service agreement number and your product serial number.