Troubleshooting an Integration of Unity Connection with Cisco Unified Communications Manager
See the following sections for information on troubleshooting a Cisco Unified Communications Manager integration:
Viewing or Editing IP Address of Cisco Unified Communications Manager
To View or Change Cisco Unified Communications Manager Server Settings
Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations and select Port Group.
Step 2 On the Search Port Groups page, select the display name of the port group for which you want to change Cisco Unified CM server settings.
Step 3 On the Port Group Basics page, on the Edit menu, select Servers.
Step 4 On the Edit Servers page, under Cisco Unified Communications Manager Servers, change the applicable settings and select Save.
Step 5 If no status message appears, skip the remaining steps in this procedure. If a status message appears prompting you to reset the port group, on the Edit menu, select Port Group Basics.
Step 6 On the Port Group Basics page, under Port Group, select Reset.
Ports Do Not Register or Repeatedly Disconnected in an SCCP Integration
When the Unity Connection voice messaging ports do not register with Cisco Unified CM in an SCCP integration, or if the Unity Connection ports repeatedly disconnect from Cisco Unified CM in an SCCP integration, use the following task list to determine the cause and to resolve the problem. Do the tasks in the order presented until the problem is resolved.
Following are the tasks to troubleshoot port registration problems:
1. Test the port group. See the “Testing the Port Group” section.
2. Confirm that another port group on the Unity Connection server does not use the same device name prefix to connect ports to the Cisco Unified CM server. See the “Confirm that Another Port Group Not Using the Same Device Name Prefix” section.
3. Confirm that another Unity Connection server does not use the same device name prefix to connect its ports to the Cisco Unified CM server. See the “Confirm that Another Unity Connection Server Not Using the Same Device Name Prefix” section.
Testing the Port Group
To Test the Port Group
Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port Group.
Step 2 On the Search Port Groups page, select the name of a port group for which the integration method is SCCP (Skinny).
Step 3 On the Port Group Basics page, in the Related Links list, select Test Port Group and select Go.
Note The Test Port and Test Port Group utilities do not test IPv6 connectivity. Even when Unity Connection is configured to use IPv6 for a SCCP integration, the tests confirm that Unity Connection can communicate with the phone system using IPv4 addressing.
Step 4 When prompted that the test terminate all calls in progress, select OK.
The Task Execution Results displays one or more messages with troubleshooting steps.
Step 5 Follow the steps for correcting the problems.
Caution If Cisco Unified CM is configured to block pings or if pings are disabled for the system, portions of the test fails. You must configure Cisco Unified CM and the system to enable pings so that the test can accurately test the port registration.
Step 6 Repeat Step 3 through Step 5 until the Task Execution Results displays no problems.
Confirm that Another Port Group Not Using the Same Device Name Prefix
To Confirm that Another Port Group Not Using the Same Device Name Prefix
Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port Group. On the Search Port Groups page, select the name of a port group for which the integration method is SCCP (Skinny).
Step 2 On the Port Group Basics page, note the value of the Device Name Prefix field.
Caution This value of the Device Name Prefix field must be unique for each port group. Otherwise, more than one port may attempt to connect to an SCCP device, causing the ports to repeatedly disconnect from Cisco Unified CM and to disconnect calls that the ports are handling.
Step 3 Select Next to view the next port group for which the integration method is SCCP (Skinny).
Step 4 If the value of the Device Name Prefix field is different from the value that you noted in Step 2, skip to Step 7. If the value of the Device Name Prefix field matches the value for another port group, enter the device name prefix for ports on the Cisco Unified CM server that have a different device name prefix.
Step 5 Select Save.
Step 6 Select Reset.
Step 7 Repeat Step 3 through Step 6 for all remaining port groups for which the integration method is SCCP (Skinny).
Confirm that Another Unity Connection Server Not Using the Same Device Name Prefix
To Confirm that Another Unity Connection Server Not Using the Same Device Name Prefix
Step 1 In Cisco Unity Connection Administration on the first Unity Connection server, expand Telephony Integrations, then select Port Group. On the Search Port Groups page, select the name of a port group for which the integration method is SCCP (Skinny).
Step 2 On the Port Group Basics page, note the value of the Device Name Prefix field.
Step 3 In Cisco Unity Connection Administration on the second Unity Connection server, expand Telephony Integrations, then select Port Group. On the Search Port Groups page, select the name of a port group for which the integration method is SCCP (Skinny).
Step 4 On the Port Group Basics page, note the value of the Device Name Prefix field.
Caution The value of the Device Name Prefix field must be unique for each port group. Otherwise, more than one port may attempt to connect to an SCCP device, causing the ports to repeatedly disconnect from Cisco Unified CM and to disconnect calls that the ports are handling.
Step 5 If the value of the Device Name Prefix field is different from the value you noted on the first Unity Connection server in Step 2, skip to Step 8. If the value of the Device Name Prefix field matches the value for another port group, enter the device name prefix for ports on the Cisco Unified CM server that have a different device name prefix.
Step 6 Select Save.
Step 7 Select Reset.
Step 8 Select Next.
Step 9 Repeat Step 5 through Step 8 for all remaining port groups for which the integration method is SCCP (Skinny).
Ports Do Not Register in an IPv6 Configuration
When the Cisco Unity Connection voice messaging ports do not register with Cisco Unified CM in an integration that is configured to use IPv6 addressing, and the CsMgr logs errors in the application syslog during startup, use the following task list to determine the cause and to resolve the problem. Do the tasks in the order presented until the problem is resolved.
Task List for Troubleshooting Port Registration Problems in an IPv6 Configuration
1. Confirm that IPv6 is enabled.
2. Confirm that Unity Connection is configured to use the appropriate addressing mode and preferences. See the “Confirming the IPv6 Addressing Mode and Preferences Settings” section
3. If you have configured an IPv6 host name for the Unity Connection and/or Cisco Unified CM servers rather than configuring by IPv6 address, confirm that the DNS server can resolve the host name properly. To check using the CLI, enter utils network ipv6 ping <IPv6 host name>.
4. If you have configured the port group(s) in Unity Connection with an IPv6 host name for the Cisco Unified CM server(s) rather than with an IPv6 address, confirm that the DNS server can resolve the Cisco Unified CM host name correctly. Likewise, if you have configured Cisco Unified CM to contact the Unity Connection server by IPv6 host name (for example, on a SIP trunk, for the Destination Address IPv6 field), confirm that the DNS server can resolve the Unity Connection host name correctly.
5. Confirm that the Cisco Unified CM server is configured correctly for IPv6, and has the correct settings for signalling and media preferences. See the “Internet Protocol Version 6 (IPv6)” chapter of the applicable Cisco Unified Communications Manager Features and Services Guide for your release of Cisco Unified CM, available at http://www.cisco.com/en/US/products/sw/voicesw/ps556/prod_maintenance_guides_list.html.
Confirming that IPv6 is Enabled Using Cisco Unified Operating System Administration
To Confirm that IPv6 is Enabled Using Cisco Unified Operating System Administration
Step 1 In Cisco Unified Operating System Administration, Settings > IP and select Ethernet IPv6.
Step 2 On the Ethernet IPv6 Configuration page, review the Enable IPv6 check box, and check it if it is not already checked.
Step 3 If you checked the Enable IPv6 check box in Step 2, configure the Address Source for the Unity Connection server. To apply the change, check Update with Reboot, and select Save. The Unity Connection server reboots in order for the change to take effect.
Confirming the IPv6 Addressing Mode and Preferences Settings
To Confirm the IPv6 Addressing Mode and Preferences Settings
Step 1 In Cisco Unity Connection Administration, expand System Settings, then select General Configuration.
Step 2 On the Edit General Configuration page, review the option selected for IP Addressing Mode, which controls where Unity Connection listens for incoming traffic:
Step 3 If you change any values on the page, select Save to save the changes. When you change the IP Addressing Mode, you must stop and restart the Conversation Manager service on the Tools > Service Management page in Cisco Unity Connection Serviceability in order for the change to take effect.
Step 4 If the IP addressing mode was configured for IPv4 and IPv6 in Step 2, do the following substeps to review the call control signalling and/or media addressing mode settings for the Cisco Unified Communications Manager integration:
a. Expand Telephony Integrations, then select Port Group.
b. On the Search Port Groups page, select the display name of the port group that you want to verify.
c. On the Port Group Basics page, on the Edit menu, select Servers.
d. In the IPv6 Addressing Mode section, verify the option selected for the applicable setting(s):
- Preference for Signaling — (Applicable to both SCCP integrations and SIP integrations) This setting determines the call control signaling preference when registering with Cisco Unified CM via SCCP or when initiating SIP requests.
- Preference for Media — (Applicable only to SIP integrations) This setting determines the preferred addressing mode for media events when communicating with dual-stack (IPv4 and IPv6) devices.
e. If you made any changes to the page, select Save.
Determining the Correct Port Group Template
When adding a phone system integration for Cisco Unified CM, there are two valid options for the Port Group Template field: SCCP or SIP. The SIP port group template is valid only for integrations with Cisco Unified CM 5.0(1) and later.
To integrate Unity Connection with a phone system through PIMG or TIMG units, in the Port Group Template field, you must select SIP to DMG/PIMG/TIMG.
Confirming that Cisco Unified Communications Manager CTL Client is Configured for Mixed Mode
To Confirm that Cisco Unified Communications Manager CTL Client is Configured for Mixed Mode
Step 1 In Cisco Unified Communications Manager Administration, on the System menu, select Enterprise Parameters.
Step 2 On the Enterprise Parameters Configuration page, under Security Parameters, locate the Cluster Security Mode field.
Step 3 Confirm that the setting is 1, which means that the CTL client is configured for mixed mode.
Testing the Port Group Configuration
To Test the Port Group Configuration
Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port Group.
Step 2 On the Search Port Groups page, select the name of a port group.
Step 3 On the Port Group Basics page, in the Related Links list, select Test Port Group and select Go.
Note The Test Port and Test Port Group utilities do not test IPv6 connectivity. Even when Unity Connection is configured to use IPv6 for a SCCP integration, the tests confirm that Unity Connection can communicate with the phone system using IPv4 addressing.
Step 4 When prompted that the test terminates all calls in progress, select OK.
The Task Execution Results displays one or more messages with troubleshooting steps.
Step 5 Follow the steps for correcting the problems.
Caution If Cisco Unified CM is configured to block pings or if pings are disabled for the system, portions of the test fails. You must configure Cisco Unified CM and the system to enable pings so that the test can accurately test the port registration.
Step 6 Repeat Step 3 through Step 5 until the Task Execution Results displays no problems.
Matching the Security Mode Setting for Ports in Unity Connection and Cisco Unified Communications Manager (SCCP Integrations Only)
To Match the Security Mode Setting for Ports in Unity Connection and Cisco Unified Communications Manager (SCCP Integrations Only)
Step 1 In Cisco Unified Communications Manager Administration, on the Voice Mail menu, select Cisco Voice Mail Port. On the Find and List Voice Mail Ports page, select Find.
Step 2 In the Device Security Mode column, note the security mode setting for the ports.
Step 3 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port.
Step 4 On the Search Ports page, select the name of the first port.
Step 5 On the Port Basics page, in the Security Mode field, select the setting that you noted in Step 2 and select Save.
Step 6 Select Next.
Step 7 Repeat Step 5 and Step 6 for all remaining ports.
Matching the Security Mode Setting for Unity Connection Port Group and Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only)
To Match the Security Mode Setting for Unity Connection Port Group and Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only)
Step 1 In Cisco Unified Communications Manager Administration, on the System menu, select SIP Profile > SIP Trunk Security Profile.
Step 2 On the Find and List SIP Trunk Security Profiles page, select Find.
Step 3 Select the name of the SIP trunk security profile.
Step 4 On the SIP Trunk Security Profile Configuration page, note the setting of the Device Security Mode field.
Step 5 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port Group.
Step 6 On the Search Port Groups, select the name of the applicable port group.
Step 7 On the Port Group Basics page, in the Security Mode field, select the setting that you noted in Step 4 and select Save.
Matching the Subject Name Fields of Unity Connection SIP Certificate and Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only)
To Match the Subject Name Fields of Unity Connection SIP Certificate and Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only)
Step 1 In Cisco Unified Communications Manager Administration, on the System menu, select SIP Profile > SIP Trunk Security Profile.
Step 2 On the Find and List SIP Trunk Security Profiles page, select Find.
Step 3 Select the name of the SIP trunk security profile.
Step 4 On the SIP Trunk Security Profile Configuration page, note the setting of the X.509 Subject Name field.
Step 5 In Cisco Unity Connection Administration, expand Telephony Integrations > Security, then select SIP Certificate.
Step 6 On the Search SIP Certificates page, select the name of the SIP certificate.
Step 7 On the Edit SIP Certificate page, in the Subject Name field, enter the setting that you noted in Step 4 and select Save.
Matching the Port Used by Unity Connection SIP Security Profile and Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only)
To Match the Port Used by Unity Connection SIP Security Profile and Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only)
Step 1 In Cisco Unified Communications Manager Administration, on the System menu, select SIP Profile > SIP Trunk Security Profile.
Step 2 On the Find and List SIP Trunk Security Profiles page, select Find.
Step 3 Select the name of the SIP trunk security profile.
Step 4 On the SIP Trunk Security Profile Configuration page, note the setting of the Incoming Port field.
Step 5 In Cisco Unity Connection Administration, expand Telephony Integrations > Security, then select SIP Security Profile.
Step 6 On the Search SIP Security Profiles page, select the name of the SIP security profile with “TLS.”
Step 7 On the Edit SIP Security Profile page, in the Port field, enter the setting that you noted in Step 4 and select Save.
Copying the Unity Connection Root Certificate to Cisco Unified Communications Manager
Do the applicable procedure:
To Copy the Root Certificate for Cisco Unified Communications Manager 4.x
Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Security > Root Certificate.
Step 2 On the View Root Certificate page, right-click the Right-Click to Save the Certificate as a File link, and select Save Target As.
Step 3 In the Save As dialog box, browse to the location on the Unity Connection server where you want to save the Unity Connection root certificate as a file.
Step 4 In the Filename field, confirm that the extension is .0 (rather than.htm), and select Save.
Caution The certificate must be saved as a file with the extension.0 (rather than.htm) or Cisco Unified CM does not recognize the certificate.
Step 5 In the Download Complete dialog box, select Close.
Step 6 Copy the Unity Connection root certificate file to the C:\Program Files\Cisco\Certificates folder on all Cisco Unified CM servers in this Cisco Unified CM phone system integration.
Step 7 In Cisco Unity Connection Administration, in the Related Links list, select Check Telephony Configuration and select Go to verify the Unity Connection to the Cisco Unified CM servers.
To Copy the Root Certificate for Cisco Unified Communications Manager 5.x
Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Security > Root Certificate.
Step 2 On the View Root Certificate page, right-click the Right-Click to Save the Certificate as a File link, and select Save Target As.
Step 3 In the Save As dialog box, browse to the location on the Unity Connection server where you want to save the Unity Connection root certificate as a file.
Step 4 In the Filename field, confirm that the extension is .pem (rather than.htm), and select Save.
Caution The certificate must be saved as a file with the extension.pem (rather than.htm) or Cisco Unified CM does not recognize the certificate.
When Unity Connection is integrated with both Cisco Unified CM 4.x and Cisco Unified CM 5.x servers, you must copy the.pem file to the Cisco Unified CM 5.x server and the.0 file to the Cisco Unified CM 4.x server. Otherwise, authentication and encryption do not function correctly.
Step 5 In the Download Complete dialog box, select Close.
Step 6 Copy the Unity Connection root certificate to all Cisco Unified CM servers in this Cisco Unified CM phone system integration by doing the following substeps.
Caution The Unity Connection system clock must be synchronized with the Cisco Unified CM system clock for Cisco Unified CM authentication to function immediately. Otherwise, Cisco Unified CM does not let the Unity Connection voice messaging ports register until the Cisco Unified CM system clock has passed the time stamp in the Unity Connection device certificates.
a. On the Cisco Unified CM server, in Cisco Unified Operating System Administration, on the Security menu, select Certificate Management > Upload Certificate/CTL.
b. On the Cisco IPT Platform Administration page, select Upload Trust Certificate and CallManager – Trust, then select OK.
c. Browse to the Unity Connection root certificate that you saved in Step 4.
d. Follow the on-screen instructions.
e. Repeat Step 6a. through Step 6d. on all remaining Cisco Unified CM servers in the cluster.
f. In Cisco Unity Connection Administration, in the Related Links list, select Check Telephony Configuration and select Go to verify the Unity Connection to the Cisco Unified CM servers.
If the test is not successful, the Task Results list displays one or more messages with troubleshooting steps. After correcting the problems, run the test again.
g. In the Task Results window, select Close.
Step 7 If prompted, restart the Unity Connection software.
To Copy the Root Certificate for Cisco Unified Communications Manager 6.x, 7.x, and Later
Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Security > Root Certificate.
Step 2 On the View Root Certificate page, right-click the Right-Click to Save the Certificate as a File link, and select Save Target As.
Step 3 In the Save As dialog box, browse to the location on the Unity Connection server where you want to save the Unity Connection root certificate as a file.
Step 4 In the Filename field, confirm that the extension is .pem (rather than.htm), and select Save.
Caution The certificate must be saved as a file with the extension.pem (rather than.htm) or Cisco Unified CM does not recognize the certificate.
When Unity Connection is integrated with both Cisco Unified CM 4.x and Cisco Unified CM 5.x and later servers, you must copy the.pem file to the Cisco Unified CM 5.x and later server and the.0 file to the Cisco Unified CM 4.x server. Otherwise, authentication and encryption do not function correctly.
Step 5 In the Download Complete dialog box, select Close.
Step 6 Copy the Unity Connection root certificate to all Cisco Unified CM servers in this Cisco Unified CM phone system integration by doing the following substeps.
Caution The Unity Connection system clock must be synchronized with the Cisco Unified CM system clock for Cisco Unified CM authentication to function immediately. Otherwise, Cisco Unified CM does not let the Unity Connection voice messaging ports register until the Cisco Unified CM system clock has passed the time stamp in the Unity Connection device certificates.
a. On the Cisco Unified CM server, sign in to Cisco Unified Operating System Administration.
b. In Cisco Unified Operating System Administration, on the Security menu, select Certificate Management.
c. On the Certificate List page, select Upload Certificate.
d. On the Upload Certificate page, in the Certificate Name field, select CallManager-Trust.
e. In the Root Certificate field, enter Cisco Unity Connection Root Certificate.
f. To the right of the Upload File field, select Browse.
g. In the Choose File dialog box, browse to the Unity Connection root certificate that you saved in Step 4.
h. Select Open.
i. On the Upload Certificate page, select Upload File.
j. Select Close.
k. Restart the Cisco Unified CM server.
l. Repeat Step 6a. through Step 6k. on all remaining Cisco Unified CM servers in the cluster.
m. In Cisco Unity Connection Administration, in the Related Links list, select Check Telephony Configuration and select Go to verify the Unity Connection to the Cisco Unified CM servers.
If the test is not successful, the Task Results list displays one or more messages with troubleshooting steps. After correcting the problems, run the test again.
n. In the Task Results window, select Close.