Troubleshooting Guide for Cisco Unity Connection Release 10.x
Troubleshooting Networking in Cisco Unity Connection 10.x
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Table of Contents

Troubleshooting Networking in Cisco Unity Connection 10.x

Troubleshooting Intersite Networking Setup

“Unable to Contact the Remote Site” Error When Manually Creating an Intersite Link on the Unity Connection Site Gateway

”Hostname Entered Does Not Match That on The Remote Site Certificate” Error When Manually Creating an Intersite Link on the Unity Connection Site Gateway

“Unable to Link to the Specified Remote Site. Cause: Failed to Assess the Current Network Size” Error When Creating an Intersite Link on the Unity Connection Site Gateway

“Failed to Link to This Remote Site as This Specified Location is Already Part of the Network” Error When Creating an Intersite Link on the Unity Connection Site Gateway

Troubleshooting HTTPS Networking Setup

Unable to Link to Network Location. Cause: Location is Already Part of the network.” Error When Creating an HTTPS Link on Unity Connection”

Unable to Link to Network Location. Cause: Publisher (IP Address/FQDN/Hostname) Entered does not Match that on Remote Location Certificate

Troubleshooting Directory Synchronization between Two Unity Connections in HTTPS networking

Troubleshooting HTTPS Networking Cases

Distribution Lists and the Members of the Distribution Lists Not Replicating in HTTPS network

How to Synchronization Selective Objects from HTTPS link

How to Synchronize Selective Objects, Voice Names of a Specific Location in HTTPS Networking

How to Remove Orphan Objects from Unity Connection HTTPS network

Received RTMT NetworkLoopDetected

Sender Receives NDR When Sending Voice Message to Distribution List

Troubleshooting Message Addressing

Users Cannot Address Messages to Remote Users, Contacts, or System Distribution Lists

Checking the Partition and Search Space Configuration for Addressing to Remote Objects

Cisco Unity Users Cannot Address Messages to Unity Connection Users or System Distribution Lists

Troubleshooting Unity Connection User Extension Creation in Cisco Unity

Unity Connection Users Cannot Address Messages to Recipients at a VPIM Location

Unity Connection Users Cannot Blind Address Messages to a Mailbox at a VPIM Location

Troubleshooting Message Transport

Messages Sent from Users on One Unity Connection Location Not Received by Users on Another Unity Connection Location

Replies to Messages Sent by Remote Senders Not Delivered

Messages Sent from a VPIM Location Not Received by Unity Connection Users

Messages Sent from Unity Connection Not Received by Users at a VPIM Location

Troubleshooting Directory Synchronization

Troubleshooting Directory Synchronization Within a Unity Connection Site

Unique Sequence Numbers (USNs) Mismatched Between Locations

Automatic Directory Replication is Stalled

Manual Directory Replication is Stalled

Push and Pull Status Mismatched Between Locations

Troubleshooting Directory Synchronization Between Two Unity Connection Sites

Troubleshooting Directory Synchronization Between a Unity Connection Site and a Cisco Unity Site

Cross-Server Sign-In and Transfers

Users Hear the Opening Greeting Instead of PIN Prompt When Attempting to Sign-In

Users Hear a Prompt Indicating that their Home Server Cannot be Reached During Cross-Server Sign-In

User ID and PIN Not Accepted During Cross-Server Sign-In

Callers Prompted to Leave a Message Instead of Being Transferred to the Remote User

Callers Transferred to the Wrong User at the Destination Location

Callers Hear a Prompt Indicating that Call Cannot be Completed When Attempting to Transfer to a Remote User

Troubleshooting Intersite Networking Setup

Use the troubleshooting information in this section if you have difficulty creating an intersite link between two site gateways (regardless of whether you are linking two Cisco Unity Connection sites or a Unity Connection site and a Cisco Unity site). See the following sections:

“Unable to Contact the Remote Site” Error When Manually Creating an Intersite Link on the Unity Connection Site Gateway

When you create an intersite link in Cisco Unity Connection Administration using the Link to Cisco Unity Site or Unity Connection Site by Manually Exchanging Configuration Files option, the site gateway on which you are creating the link reads the fully-qualified domain name (FQDN) for the remote site gateway from the configuration file that you upload, and attempts to resolve the FQDN using DNS. If DNS has not been configured on the Unity Connection site gateway, or the remote site gateway that you are linking to cannot be resolved via DNS, Connection Administration displays the error, “Unable to contact the remote site. You may choose to go ahead and create a link to this site, but synchronization with this site does not begin until communication can be established without errors. Do you wish to continue?” (The use of DNS name resolution is optional with Unity Connection.)

When you see this error, do the following procedure to continue creating the link and to enable the synchronization tasks, which are automatically disabled when Unity Connection encounters this error condition.

To Manually Create an Intersite Link When the Remote Site Gateway Cannot Be Resolved Via DNS


Step 1 On the New Intersite Link page, with the error displayed in the Status message, select Link . (If you have navigated away from the page, expand Networking , expand Links , and select Intersite Links . Then select Add . Select Link to Cisco Unity Site or Cisco Unity Connection Site by Manually Exchanging Configuration Files , and select Browse to upload the Remote Site Configuration File. Configure other settings on the page as applicable, and select Link . Select Link again when the error is displayed in the Status message.)

Step 2 On the Edit Intersite Link page, change the Hostname value from the FQDN to the IP address of the remote site gateway.

Step 3 Select Save .

Step 4 Enable the directory synchronization task by doing the following sub-steps:

a. In the Related Links field in the upper right corner of the Edit Intersite Link page, select Remote Site Directory Synchronization Task , and then select Go .


Tip Alternatively, you can navigate to the task by expanding Tools, selecting Task Management, and selecting the Synchronize Directory With Remote Network task on the Task Definitions page. To edit the task schedule, on the Task Definition Basics page, select Edit, and then select Task Schedules.


b. Check the Enabled check box.

c. Configure the task to run on the desired schedule. (By default, the task runs every 15 minutes.)

d. Select Save .

Step 5 To return to the list of tasks, select Task Definition , and then select Task Definitions .

Step 6 Optionally, enable the voice name synchronization task by doing the following sub-steps:

a. On the Task Definitions page, select Synchronize Voice Names with Remote Network .

b. On the Task Definition Basics page, select Edit , and then select Task Schedules .

c. Check the Enabled check box.

d. Configure the task to run on the desired schedule. (By default, the task runs every 15 minutes.)

e. Select Save .


 

”Hostname Entered Does Not Match That on The Remote Site Certificate” Error When Manually Creating an Intersite Link on the Unity Connection Site Gateway

When you create an intersite link in Cisco Unity Connection Administration using the Link to Cisco Unity Site or Unity Connection Site by Manually Exchanging Configuration Files option, the site gateway on which you are creating the link reads the fully-qualified domain name (FQDN) for the remote site gateway from the configuration file that you upload, and, if you check the Use Secure Sockets Layer (SSL) check box, verifies whether the FQDN matches the servername on the remote site gateway web SSL certificate (the certificate for browsing to the machine over HTTPS). If the values do not match, Connection Administration displays the error, “Hostname entered does not match that on the remote site certificate.”

When you see this error, you can do the following procedure to repeat the link creation process and to circumvent the error by checking the Ignore Certificate Errors check box.

To Manually Create an Intersite Link When the Remote Site Gateway Hostname Does Not Match the Name on the Certificate


Step 1 On the New Intersite Link page, select Link to Cisco Unity Site or Cisco Unity Connection Site by Manually Exchanging Configuration Files , and select Browse to upload the Remote Site Configuration File.

Step 2 For Transfer Protocol, check the Ignore Certificate Error s check box.

Step 3 Configure other settings on the page as applicable, and select Link .


 

“Unable to Link to the Specified Remote Site. Cause: Failed to Assess the Current Network Size” Error When Creating an Intersite Link on the Unity Connection Site Gateway

When you create an intersite link in Cisco Unity Connection Administration, the Unity Connection site gateway checks to see if the combined number of users and contacts on the gateway after the link is created would exceed the user and contact limit. It also checks if the combined number of system distribution lists on the gateway would exceed the system distribution list limit.

If the site gateway is unsuccessful at performing these checks, Connection Administration displays the error, “Unable to Link to the Specified Remote Site. Cause: Failed to Assess the Current Network Size.” If you see this error, you can view the default traces for the Unity Connection Tomcat Application service (trace log filenames matching the pattern diag_Tomcat_*.uc) and search the file for the term “GetDirectoryCurrentSize.” For detailed instructions on viewing the trace logs, see the “Diagnostic Traces in Cisco Unity Connection 10.x” chapter.

For more information on the directory size limits, see the “Unity Connection Directory Size Limits” section in the “Overview of Networking Concepts in Cisco Unity Connection 10.x” chapter of the Networking Guide for Cisco Unity Connection Release 10.x , available at http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/10x/networking/guide/10xcucnetx/10xcucnet010.html#pgfId-1064470 .

“Failed to Link to This Remote Site as This Specified Location is Already Part of the Network” Error When Creating an Intersite Link on the Unity Connection Site Gateway

The error “Failed to link to this remote site as this specified location is already part of the network” is displayed when you attempt to create an intersite link in Cisco Unity Connection Administration under any of the following conditions:

  • You attempt to create an intersite link from a location to the location itself.
  • You attempt to create an intersite link from one location to another location that is a member of the same Unity Connection site.
  • You attempt to create an intersite link from a location on one site to a location on another site, and the sites are already linked.

If you see this error, check the hostname information or the configuration file that you are using to create the link. Verify that you are linking to the correct remote site gateway and that a link does not already exist between sites, then retry the linking process.

Troubleshooting HTTPS Networking Setup

Unable to Link to Network Location. Cause: Location is Already Part of the network.” Error When Creating an HTTPS Link on Unity Connection”

The error “Unable to link to network location.

Cause: Location is already part of the network” is displayed when you attempt to create an HTTPS link in Cisco Unity Connection Administration under any of the following conditions:

  • You attempt to create an HTTPS link from a location to the location itself.
  • You attempt to create an HTTPS link from one location L1 to another location L2, and L1 and L2 are already linked to each other in HTTPS network.
  • You attempt to create a HTPS link from a location L1 to another location L2, and L2 already exists in the subtree of the L1.

If you see this error, check the hostname information that you are using to create

the link. Verify that you are linking to the correct location and then retry the linking process.

Unable to Link to Network Location. Cause: Publisher (IP Address/FQDN/Hostname) Entered does not Match that on Remote Location Certificate

When you create a HTTPS link from Cisco Unity Connection Administration, and, if you check the Use Secure Sockets Layer (SSL) check box, it verifies whether the entered IPAddress/FQDN/Hostname matches that on the remote location web SSL certificate (the certificate for browsing to the machine over HTTPS). If the values do not match, Cisco Unity Connection Administration displays the error, “Hostname entered does not match that on the remote site certificate.”

When you see this error, you must enter the correct IP/FQDN/Hostname which must matches that on the remote location web SSL certificate or you can use the following procedure and repeat the link creation process to circumvent the error by checking the Ignore Certificate Errors check box.

To Create The Http(s) Link When the Remote Site Gateway Hostname Does Not Match the Name on the Certificate


Step 1 On the New HTTPS Link page, select Add.

Step 2 For Transfer Protocol, check the Ignore Certificate Errors check box.

Step 3 Configure other settings on the page as applicable, and select Link.

You can also view the default traces for the Connection Tomcat Application service (trace log filenames matching the pattern diag_Tomcat_*.uc) for further debugging.


 

Troubleshooting Directory Synchronization between Two Unity Connections in HTTPS networking

Replication between HTTPS links is accomplished by means of a Feeder service and a Reader service (also referred to as the FeedReader) running on each location. The Reader service periodically polls the remote Feeder service for any directory changes since the last poll interval. The Feeder service checks the change tracking database for directory changes and responds to poll requests with the necessary information. The Feeder service is implemented as a web site that returns directory information in XML format when it receives a request from the remote Reader. Because directory information includes names and extensions, it is treated as confidential, and authentication is required to access the feed. We also recommend that you configure SSL on each location in order to encrypt the directory information.

The synchronization that occurs within a HTTPS link joined recently can take anywhere from a few minutes to a few hours depending on the directory size. Later updates are only synchronize changes since the last cycle, unless you manually request a full resynchronization.

On a Unity Connection location, you can configure the schedule on which the Reader polls the remote Feeder for directory data, and the schedule on which it polls for recorded names. You can access the schedules in Cisco Unity Connection Administration on the Tools > Task Management page by selecting either the Synchronize Directory With Local Network task or the Synchronize Voice Names With Local Network task.

Table 20-1 lists some of the tools you can use to collect information about the operation of the Feeder and Reader applications for HTTPS networking.

Table 20-1 Troubleshooting Tools for HTTPS Network

Application
Troubleshooting Tool(s)

Reader

The Networking > Links > HTTPS Links page displays

statistics about the number of HTTPS links and their display names. Each link displays the number of replicated objects and object changes, the time of

last synchronization, and the last time an error occurred during synchronization.

Feeder

If you want to manually start an incremental update of the directory on either location, you can do so using the Sync button on the Networking > Links > HTTPS Links in Cisco Unity Connection Administration. To initiate a full resynchronization of the entire directory, use the Resync All button on the same page.

Troubleshooting HTTPS Networking Cases

Distribution Lists and the Members of the Distribution Lists Not Replicating in HTTPS network

When you create a HTTPS link from Cisco Unity Connection Administration, by default the distribution list and its membership is not synced across the HTTPS network. If you want to enable the synchronization of distribution list and its membership info, enable the "Include distribution lists and membership when synchronizing directory data" check box on the edit page of HTTPS Link.


Note If this settings is enabled on one location, then it is required to enable this settings on all the locations which are in HTTPS Network.



Note When you enable system distribution list synchronization, you cannot disable it after the link is created except by removing and recreating the HTTPS link.


How to Synchronization Selective Objects from HTTPS link

There are instances when remote objects could not get synced from a linked HTTPS location and administrator wants to synchronize some specific objects which are reported in the Networking Sync Error Report. There is a CLI available on command prompt "utils cuc networking synchttps link" which can be used to synchronize these selective objects.

For more information on Networking Sync Error Report generation, see the “Generating and Viewing Reports section in Version 10.x” section of the “Using Reports in Version 10.x” chapter of the Administration Guide for Cisco Unified Serviceability , Release 10.x, available at http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/10x/serv_administration/guide/10xcucservagx/10xcucservag050.html#pgfId-1051587.

Syntax:utils cuc networking synchttps link [usns | objecttypes] link_display_name usns_list [object_types]

Usage 1: utils cuc networking synchttps link usns link_display_name usn_list

Usage 2: utils cuc networking synchttps link objecttypes link_displayname [object_types]

Parameter Description :

[usns] - option - allows to sync specified USN(s) from the given remote link. Both the parameters link_display_name and usn_list are mandatory.

[objecttypes] - option - allows to sync specified object type(s). Parameter link_displayname is mandatory and object_type is optional.

link_display_name - mandatory parameter - display name of the https link.

usns_list - mandatory parameter to sync USN(s). Maximum of 10 USNs can be specified at once separated by comma (,).

[object_types] - optional parameter for [objecttypes] sync. If no object type is specified then CLI sync all the object types from the specified network link. To synchronization a particular ObjectType such as list or User provide object type with comma (,) separated.

The valid object types are:

1. user

2. list

3. partition

4. searchspace

5. listmember

6. contact.


Note If link_display_name contains white space(s), it should be included in double quotes.


Example 1:

To synchronize a list of USN's from a https network link.

This example shows the selective synchronization of usn number:167, 171 from https-link-1.

Steps to perform the Selective synchronization

a. Generate the “HTTPS Networking Sync Error Report”, for report generation steps see the “Generating and Viewing Reports section in Version 10.x” section of the “Using Reports in Version 10.x” chapter of the Administration Guide for Cisco Unified Serviceability , Release 10.x, available at http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/10x/serv_administration/guide/10xcucservagx/10xcucservag050.html#pgfId-1051587.

b. Get the list of USN's values from the USN column of the generated report.

c. Get the “link_display_name” from HTTP (Link) column of the generated report.

7. Run the following CLI command

admin:utils cuc networking synchttps link usns https-link-1 167, 171

Example 2:

Synchronize a particular object type from a HTTPS network link.

This example shows the selective synchronization of user object type from link https-link-1.

Steps to perform the Selective sync

a. Generate the 'HTTPS Networking Sync Error Report', for generation steps see the “Generating and Viewing Reports section in Version 10.x” section of the “Using Reports in Version 10.x” chapter of the Administration Guide for Cisco Unified Serviceability , Release 10.x, available at http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/10x/serv_administration/guide/10xcucservagx/10xcucservag050.html#pgfId-1051587.

b. Get the objectType from ObjectType column of the generated report.

c. Get the "link_display_name" from HTTP(Link) column of the generated report.

d. Run the following CLI command

admin: utils cuc networking synchttps link objecttypes https-link-1 user

How to Synchronize Selective Objects, Voice Names of a Specific Location in HTTPS Networking

There are instances when remote objects could not get synced from a linked HTTPS node of a particular location and admin wants to synchronize some specific objects which are reported in the Networking Sync Error Report. There is a CLI available on command prompt "utils cuc networking synchttps location" which can be used to synchronize these selective objects.

For more information on Networking Sync Error Report generation, see the “Generating and Viewing Reports section in Version 10.x” section of the “Using Reports in Version 10.x” chapter of the Administration Guide for Cisco Unified Serviceability , Release 10.x, available at http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/10x/serv_administration/guide/10xcucservagx/10xcucservag050.html#pgfId-1051587.

Syntax: utils cuc networking synchttps location [objecttypes | voicename] location_displayname object_alias

Usage 1: utils cuc networking synchttps location objecttypes location_displayname [object_types]

Usage 2: utils cuc networking synchttps location voicename location_displayname object_alias

[objecttypes] - option : allows to sync specified object type(s) for a particular location in http(s) network. Parameter location_displayname is mandatory and object_types is optional.

[voicename] - option : allows to sync voicename of a particular object using its alias. Both location_displayname and object_alias are mandatory parameters.

location_displayname - mandatory parameter : display name of location joined in http(s) networking.

object_alias - mandatory parameter to sync voice name : Alias of particular object (user/distibution list/ contact) whose voicename needs to be synced.

[object_types] - optional parameter for [objecttypes] sync : Comma (,) separated list of object types.

The valid object types are: a) user b) list c) partition d) searchspace e) listmember f) contact.


Note If location_displayname or object_alias contains white space(s), it should be included in double quotes.



Note If we don't specify any object types, then all the objects of the specified location is synced.


Example 1:

Synchronize an object type from a HTTPS location.

This example shows the selective sync of user object type from location https-location-1

Steps to perform the Selective synchronization

a. Generate the 'HTTPS Networking Sync Error Report', for generation steps see the 'Generating and Viewing Reports in Version 10.x' section on http://www.cisco.com/en/US/docs/voice_ip_comm/connection/10x/serv_administration/guide/10xcucservag050.html

b. Get the object type from ObjectType column of the generated report.

c. Get the "location_displayname" from "Location Display Name" column of the generated report.

d. Run the following CLI command

admin:utils cuc networking synchttps location objecttypes https-location-1 user.

Example 2:

Synchronize voicename of a user with alias u1 from HTTPS location.

To Perform the Selective Synchronization for Voicename.


Step 1 Identify the home-location of the user u1.

Search for the user u1 on location https-locatio-l1, and fetch the home location of the user u1. For reference let's name it as home-location.abc.com.

Step 2 Use the following CLI command on command prompt to fetch the voice name.

admin: utils cuc networking synchttps location voicename home-location.abc.com u1.


 

How to Remove Orphan Objects from Unity Connection HTTPS network

Orphan objects: If the replication objects such as users, contacts and distribution list gets removed from the home location, but it doesn't get remove from the HTTPS linked location after completion of synchronization task, then the object is termed as orphan object on the HTTPS linked location.

Administrator can use the following steps to remove the Orphan objects of linked HTTPS location 'HTTPS-Location-2' from location 'HTTPS-Location-1'.

Following are the steps to remove Orphan objects from Unity connection

1. Enable the orphan object removal configuration by running following CLI from command prompt on location Https-Location-1.

a. First fetch the object id of the configuration parameter "IsOrphanObjectDeletionEnable" from tbl_configuration .

admin:run cuc dbquery unitydirdb select objectid, fullname, value from vw_configuration where fullname='System.LocalNetwork.IsOrphanObjectDeletionEnable'

b. Using the objectId fetched in step 1.a and execute the following procedure to enable the orphan object removal configuration

admin:run cuc dbquery unitydirdb execute procedure csp_configurationmodify(pobjectid='ObjectId', pvaluebool=1)

2. Perform Re-sync operation on HTTPS-Location-1 using Re-sync All buttons on the Networking > HTTPS Links > Search HTTPS Links page in Cisco Unity Connection Administration for the HTTPS-Location-2.

3. It is required to disable this configuration once the re-sync operation gets completed. To disable the configuration use the following command with the same objectId used in 1)a.

admin: run cuc dbquery unitydirdb execute procedure csp_configurationmodify(pobjectid='ObjectId', pvaluebool=0)

Received RTMT NetworkLoopDetected

If admin receives the RTMT alert NetworkLoopDetected then you can do below steps to rectify this scenario.

1. Configure Network Analyzer Tool for Https network. For more information on network analyzer, see the http://www.ciscounitytools.com/Applications/General/NetworkAnalyzer/NetworkAnalyzer.html.

2. Analyze the graphical view of the network to find the locations which are creating the loop.

3. Unjoin and join the concerned locations from the network in an appropriate topology to resolve the loop.

Sender Receives NDR When Sending Voice Message to Distribution List

Problem When the membership information of the concerned distribution list has been updated recently and this membership information has not been replicated to the entire network, the receiving node may send NDR as it does not have the updated membership info.

Solution Make sure that the updated membership information should be replicated to the entire network before sending voice-messages to this DL.

Troubleshooting Message Addressing

Message addressing involves the ability to select recipients when creating a new message. Use the troubleshooting information in this section if users report that they are unable to address messages to recipients on another voice messaging system. See the following sections:

If a message is successfully created and sent to a remote recipient but is not received by the recipient, see the “Troubleshooting Message Transport” section. For addressing issues involving only local recipients on the same Cisco Unity Connection server, see the “Troubleshooting Searching and Addressing in Cisco Unity Connection 10.x” chapter.

Users Cannot Address Messages to Remote Users, Contacts, or System Distribution Lists

If Unity Connection users are unable to address messages to remote objects within a Unity Connection site or on a linked Unity Connection or Cisco Unity site, do the following tasks in the order presented:

1. Check for the presence of the remote object in Cisco Unity Connection Administration on the location on which users are experiencing the problem. This indicates whether the remote object has been replicated. If the object is not found, see the “Troubleshooting Directory Synchronization” section for further troubleshooting steps.

2. Check the partition and search space configuration. The remote object to which the message is being addressed must belong to a partition that is a member of the search space configured as the search scope for the user. See the “Checking the Partition and Search Space Configuration for Addressing to Remote Objects” section.

3. Turn on the CDE micro trace (level 12 CDL Access). For detailed instructions on enabling the traces and viewing the trace logs, see the “Diagnostic Traces in Cisco Unity Connection 10.x” chapter.

Checking the Partition and Search Space Configuration for Addressing to Remote Objects

If you have only a single Unity Connection site, when you initially set up the site between locations, users who are homed on one location are not able to address messages to users at other locations, because the users on each location are in separate partitions and use search spaces that do not contain the partitions of users on the other locations. After initial replication completes between the locations, you can reconfigure your search spaces to include partitions that are homed on other servers, and you can change the search scope of users, routing rules, call handlers, directory handlers, and VPIM locations to use a search space that is homed on a remote location. (Note that while both partitions and search spaces are replicated between locations, you cannot assign users or other objects to a partition that is homed on another location.)

If you have linked one Unity Connection site to another Unity Connection site, partitions and search spaces are replicated between the sites. However, when you initially set up the link between sites, the users are in separate partitions and use search spaces that do not contain the partitions of users on the locations in the other site. After initial replication completes between the sites, you can reconfigure your search spaces to include partitions that are homed on the remote site, and you can change the search scope of users, routing rules, call handlers, directory handlers, and VPIM locations to use a search space that is homed on a location in the remote site.

When you link a Unity Connection site and a Cisco Unity site, a partition is automatically created in the Unity Connection directory for each Cisco Unity server, and all Cisco Unity users and replicated system distribution lists that are homed on the server are placed in the partition. However, the partition is not automatically added to search spaces on the Unity Connection locations. In order for Unity Connection users to have permission to address messages to Cisco Unity users or replicated distribution lists, you must add the partition to the search spaces used by those Unity Connection users. Note that the order a partition appears in a search space is important if users address messages by extension. If, for example, Unity Connection and Cisco Unity users have overlapping 4-digit extensions and you want Unity Connection users to be able to reach other Unity Connection users by their 4-digit primary extension and reach Cisco Unity users by a unique 7-digit alternate extension, make sure that the Cisco Unity partition appears after any Unity Connection partitions that contain the overlapping 4-digit extensions.

At a minimum, when a Unity Connection user is unable to address to a remote user or other object, you can do the following procedure to check whether the partition of the remote object is in the search space of the user that is attempting to address to the object.

To Check Whether the Partition of a Remote Object Belongs to the Search Space of a Cisco Unity Connection User


Step 1 In Cisco Unity Connection Administration on the location on which the Unity Connection user who is having the addressing problem is homed, browse to the Edit page for the object the user is trying to address to:

    • For a remote user, select Users . On the Search Users page, use the Search Limits fields and the search criteria to find the remote user. Select the user alias of the remote user to display the Edit User Basics page.
    • For a remote contact, select Contacts . On the Search Contacts page, use the Search Limits fields and the search criteria to find the remote contact. Select the alias of the remote contact to display the Edit Contact Basics page. (Note that contacts are only replicated within a single site.)
    • For a remote system distribution list, expand Distribution Lists , then select System Distribution Lists . On the Search Distribution Lists page, use the Search Limits fields and the search criteria to find the remote system distribution list. Select the alias of the remote list to display the Edit Distribution List Basics page. (Note that, depending on the intersite link and distribution list configuration, distribution lists may not be replicated across an intersite link.)

Step 2 On the Edit page for the object, note the value in the Partition field.

Step 3 Note the search space of the Unity Connection user who is having the addressing problem:

a. Select Users .

b. On the Search Users page, use the Search Limits fields and the search criteria to find the user who is having the addressing problem.

c. Select the alias of the user to display the Edit User Basics page.

d. On the Edit User Basics page, note the value of the Search Scope field.

Step 4 Check the configuration of the search space that you noted in Step 3:

a. Expand Dial Plan , and select Search Spaces .

b. On the Search Search Spaces page, use the Search Limits fields and the search criteria to find the search space that you noted in Step 3.

c. Select the name of the search space.

d. On the Edit Search Space page, if the partition that you noted in Step 2 is not in the Assigned Partitions list, find it in the Unassigned Partitions list, select it, and click the up arrow to move it to the Assigned Partitions list. Then click Save .


Note If the search space is homed on another location, select the link in the Status message at the top of the page to edit the search space from the remote location. A new window opens to Connection Administration on the remote location.



 

Cisco Unity Users Cannot Address Messages to Unity Connection Users or System Distribution Lists

If Cisco Unity users are unable to address messages to users on a Unity Connection site to which Cisco Unity is linked via an intersite link (also known as Unity Connection Networking), do the following tasks in the order presented:

1. Check for the presence of the Unity Connection user object as a Unity Connection Networking subscriber in the Cisco Unity Administrator. This indicates whether the Unity Connection user object has been replicated. If the object is not found, see the “Troubleshooting Directory Synchronization” section for further troubleshooting steps.

2. If the problem involves addressing by extension, check to see if the Unity Connection user object has an extension in Cisco Unity, and if so, check whether the extension matches the format that Cisco Unity users are expecting. See the “Troubleshooting Unity Connection User Extension Creation in Cisco Unity” section.

Troubleshooting Unity Connection User Extension Creation in Cisco Unity

When you link a Unity Connection site and a Cisco Unity site, the Unity Connection user and system distribution list objects that are created in the Cisco Unity directory belong to the dialing domain that is configured on the Cisco Unity site gateway. Because the Unity Connection search space and partition design accommodates overlapping extensions and may include users who have a primary extension and alternate extensions in different partitions, you must choose how to map Unity Connection extensions to the Cisco Unity Dialing Domain. To do so, for each Unity Connection location, you specify a single partition that Cisco Unity pulls extensions from. (In Cisco Unity Connection Administration, you configure the Local Partition That Cisco Unity Users Can Address to By Extension field on the Edit Location page for the local location.)

When users from a particular Unity Connection location are replicated to Cisco Unity, only extensions belonging to Local Partition That Cisco Unity Users Can Address to By Extension are replicated to Cisco Unity. Because extensions within a dialing domain must be unique, the collection of all partitions chosen across the Unity Connection site should not contain duplicates of any extension. When the collection includes duplicate extensions, or extensions that already exist in the Cisco Unity site gateway Dialing Domain, one or more extensions are omitted from the Cisco Unity directory. When this occurs, warnings appear in the Cisco Unity application event log indicating the owner of each omitted extension. After remedying any conflicts, you may need to do a manual resynchronization on the Cisco Unity site gateway (by selecting Total Sync on the Network > Unity Connection Networking Profile page in Cisco Unity Administrator) in order to update the extensions.

It is also possible for a Unity Connection user to not have any extensions belonging to the Local Partition That Cisco Unity Users Can Address To By Extension configured on the server on which the user is homed. In this case, as in other cases where the Unity Connection user object is created without an extension, Cisco Unity users are not able to address to the user by extension.

If the problem involves many user extensions on the same Unity Connection location, you may need to change the partition chosen as the Local Partition That Cisco Unity Users Can Address to By Extension for the location.

To Configure the Partition that Cisco Unity Users Can Address To for a Cisco Unity Connection Location


Step 1 In Cisco Unity Connection Administration on the Unity Connection location, expand Networking , then select Locations .

Step 2 Expand Local Sit e and select the display name of the local location (the location on which you are accessing Connection Administration).

Step 3 Under Local Partition That Cisco Unity Users Can Address To By Extension, for Partition, select the name of the partition to use and select Save .


 

Unity Connection Users Cannot Address Messages to Recipients at a VPIM Location

Addressing to a particular recipient at a VPIM location can fail for one of the following reasons:

  • Blind addressing is disabled for the VPIM location, and no VPIM contact exists for the recipient. If you are relying on automatic VPIM contact creation to populate VPIM contacts based on incoming messages, it is possible that contact creation is not set up properly for this location, or that no messages have been received from the remote user. Check the settings on the Contact Creation page for the VPIM location in Cisco Unity Connection Administration.
  • A VPIM contact exists, but users are unable to locate it because the extension is incorrect or the contact name does not match user searches. Check the VPIM contact configuration in Connection Administration.
  • Users are attempting to blind address to VPIM recipients, but the DTMF Access ID of the VPIM location is incorrect or does not match the pattern users are attempting to enter when addressing. Check the value of the DTMF Access ID setting on the Edit VPIM Location page in Connection Administration, and confirm that users are aware of the correct value.
  • The user search scope does not include the partition of the VPIM contact or VPIM location. If the VPIM contact partition does not match the partition of the VPIM location to which the contact belongs, the search results depend on the method used to address the message as well as the partition and search space configuration. When users address messages to a VPIM mailbox by entering a VPIM location DTMF Access ID plus a remote user mailbox number, or when voice-recognition users say a name and location (for example, “John Smith in Seattle”), the action is allowed or denied based on the partition of the VPIM location. However, when users address to a VPIM contact using spell-by-name or by entering the local extension of the contact, or when voice-recognition users say the name of a contact without the location (for example, “John Smith”), the action is allowed or denied based on the partition of the VPIM contact, regardless of whether the partition of the VPIM location is out of scope for the user. In Connection Administration, on the Edit User Basics page for the user, check which search space is configured as the search scope. Then check which partition is configured for the VPIM contact (on the Edit Contact Basics page) or for the VPIM location (on the Edit VPIM Location page), as applicable. Finally, check the Edit Search Space page for the user search space to determine whether the partition appears in the Assigned Partitions list.

Unity Connection Users Cannot Blind Address Messages to a Mailbox at a VPIM Location

Blind addressing allows users to send messages to recipients at the VPIM location even if the recipients are not defined as contacts in the Unity Connection directory. If blind addressing is not working, confirm that you have enabled it for an individual VPIM location by checking the Allow Blind Addressing check box on the VPIM Location page in Cisco Unity Connection Administration. When this check box is checked for a location, users can address messages to recipients at this location by entering a number that is made up of the VPIM location DTMF Access ID and the mailbox number of the recipient, or by saying the digits of the mailbox number and the display name of the VPIM location (for example, “five five at Seattle office”).

Troubleshooting Message Transport

Unity Connection uses SMTP to exchange voice messages with other systems. This includes VPIM messages, messages between users within a Unity Connection site, messages to users on a different Unity Connection site or on a Cisco Unity site, and messages sent to Unity Connection by IMAP clients or forwarded by Unity Connection to the relay address configured on the Message Actions page for a user.

In order for a Unity Connection system to exchange SMTP messages with other voice messaging systems or Unity Connection locations, the system must either be able to directly access TCP/IP port 25 on the remote system, or be configured to deliver messages to an SMTP smart host that can relay messages to the system. When VPIM Networking is in use within a Unity Connection networking site, typically you create each VPIM location on only one Unity Connection server in the site; the other locations in the site then forward messages that are addressed to users at the VPIM location to the Unity Connection server that homes the VPIM location for delivery. In this case, only this Unity Connection server needs SMTP connectivity (either directly or through a smart host) with the remote messaging system.

When a message is recorded by a Unity Connection user for delivery to a remote system, the message is first processed by the Message Transfer Agent (MTA). This service formats the message. For example, for a VPIM message, the MTA formats the To: and From: fields on the message, sets the content-type of the message to multipart/Voice-Message, and sets other header properties. It then places the message in a pickup folder on the Unity Connection server. The SMTP service periodically checks the pickup folder for messages, removes a message from the folder, determines the destination server from the message header, establishes an SMTP Unity Connection to the correct server, and sends the message. The process is reversed when Unity Connection receives an incoming message via SMTP—the message is first processed by the SMTP service, then the MTA service.

Use the troubleshooting information in this section if you are experiencing difficulties with message transport. See the following sections:

Messages Sent from Users on One Unity Connection Location Not Received by Users on Another Unity Connection Location

In general, messages that are successfully addressed to a remote user using the phone interface should be delivered as long as SMTP connectivity is established between the locations. A notable exception occurs when a user replies to all recipients of a received message, and some of those recipients are not in the search scope of the replying user. In this case, the replying user receives a non-delivery receipt for any recipient who is not in the search scope.

Messages sent using an IMAP client to a remote user can fail if the profile information for the remote user (specifically, the SMTP proxy address information of the remote user) has not fully replicated to the Unity Connection location of the sending user. To diagnose and correct this condition, see the “Troubleshooting Directory Synchronization” section.

If the issue does not appear to be related to the partition and search space configuration or directory replication, you may be able to further diagnose the problem by turning on the Message Tracking Traces macro trace. For detailed instructions on enabling the traces and viewing the trace logs, see the “Diagnostic Traces in Cisco Unity Connection 10.x” chapter.

Replies to Messages Sent by Remote Senders Not Delivered

In cases where you have recently added a location to a site or linked sites, it is possible for messages to be received from remote senders whose user object has not yet replicated to a location. If a user attempts to reply to a message that was sent by a sender whose user object has not yet replicated, the reply is not delivered, and the sender receives a non-delivery receipt (NDR). When this happens, the user who attempted the reply can resend the reply after the user object of the original message sender has replicated, and the reply is successfully delivered.

Messages Sent from a VPIM Location Not Received by Unity Connection Users

In order for incoming VPIM messages to be received and processed correctly, the following are required:

  • SMTP connectivity must be available between the originating voice messaging system and Unity Connection.
  • If messages from the originating voice messaging server are routed through a smart host that is different from the one that is configured on the System Settings > SMTP Configuration > Smart Host page in Cisco Unity Connection Administration, the IP address of this smart host must be added to the IP Address Access List as an allowed Unity Connection. (On the System Settings > SMTP Configuration > Server page, select Edit > Search IP Address Access List to view or modify the access list.)
  • The domain name in the incoming message “From” field must match the Remote VPIM Domain Name value that is defined for the VPIM location in Connection Administration.
  • If a Remote Phone Prefix value is defined for the VPIM location, the mailbox number in the incoming message “From” field must begin with the prefix digits.
  • If a Cisco Unity Connection Phone Prefix is defined for the VPIM location, the mailbox number in the incoming message “To” field must begin with the prefix digits.
  • The Unity Connection users receiving the message must be in a partition that is a member of the search space that is defined as the search scope of the VPIM location on the receiving server.
  • If intersite networking is in use, the VPIM location must be configured on a Unity Connection location within the Unity Connection site on which the recipient is homed. VPIM locations and contacts are replicated within a site but are not replicated across intersite links, and site gateways do not relay VPIM messages to other sites.

You can verify SMTP connectivity and check the format of the “From” and “To” fields by turning on all levels of SMTP micro traces. (“MAIL FROM” and “RCPT TO” appear in the SMTP trace logs.) In addition, when you turn on all levels of MTA micro traces, the MTA log contains information about the processing of the message, including messages describing prefix processing errors. You can use the message ID listed at the end of the output file path name in the SMTP logs (for example, csUnitySmtp-30-1223425087697), to locate a message in the MTA log, or search by the recipient address (for example, 5551212@receiving-server-domain.com). For detailed instructions on enabling the traces and viewing the trace logs, see the “Diagnostic Traces in Cisco Unity Connection 10.x” chapter.

Messages Sent from Unity Connection Not Received by Users at a VPIM Location

In order for outgoing VPIM messages to be received and processed correctly, the following are required:

  • SMTP connectivity must be available between Unity Connection and the receiving voice messaging system, either through direct TCP/IP connectivity to port 25, or through an SMTP smart host. (You can configure the SMTP smart host on the System Settings > SMTP Configuration > Smart Host page in Cisco Unity Connection Administration.)
  • The audio attachment on the VPIM message must be in a format that is playable on the remote system. If the remote voice messaging system is not Unity Connection or Cisco Unity, you may need to configure the Outbound Messages setting for the VPIM location in Cisco Unity Connection Administration to use the G.726 codec to transcode the audio format.

As with incoming VPIM messages, when troubleshooting outgoing messages, we recommend that you start by turning on all MTA and SMTP micro traces. When examining the logs for outgoing message issues, start with the MTA log first, then review the SMTP log. For detailed instructions on enabling the traces and viewing the trace logs, see the “Diagnostic Traces in Cisco Unity Connection 10.x” chapter.

Troubleshooting Directory Synchronization

Use the troubleshooting information in this section if you are experiencing difficulties with directory synchronization either within a Unity Connection site (intrasite networking) or between sites (intersite networking). See the following sections:

Troubleshooting Directory Synchronization Within a Unity Connection Site

Within a site, each location uses SMTP to exchange directory synchronization information and messages directly with every other location. Use the troubleshooting information in this section if you are experiencing difficulties with directory synchronization within a single Unity Connection site. See the following sections:

Unique Sequence Numbers (USNs) Mismatched Between Locations

The Unity Connection Locations pages in Cisco Unity Connection Administration provide information about the status of replication between locations. On the Edit Unity Connection Location page for a remote location, the Last USN Sent, Last USN Received, and Last USN Acknowledged fields indicate the sequence numbers of replication messages sent to and from the remote location. When two locations are fully synchronized, the Last USN Sent and Last USN Acknowledged values on the location that is sending replication updates should equal the Last USN Received on the location that is receiving updates.

During replication, it is normal for the Last USN Acknowledged value to lag behind the Last USN Sent value.

During a push synchronization, the Last USN Sent may display a very large value while the Last USN Acknowledged shows a much smaller value. This is normal. Monitor the Last USN Acknowledged to make sure it continues increasing toward the Last USN Sent value. If it does not, see the “Manual Directory Replication is Stalled” section.

You can also use the Voice Network Map tool in Cisco Unity Connection Serviceability to check replication status within a site. The tool is particularly useful because it allows you to view replication status for all locations in the network from one place, so that you can quickly locate replication problems within a site. For more details, select Help > This Page from within the tool, or see the “Using the Voice Network Map Tool in Version 10.x” chapter of the Administration Guide for Cisco Unity Connection Serviceability Release 10.x at http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/10x/serv_administration/guide/10xcucservagx/10xcucservag060.html .

Automatic Directory Replication is Stalled

Directory changes on one Unity Connection server are automatically propagated to other locations in the site. If either the Last USN Acknowledged value that is displayed on the sending location or the Last USN Received value that is displayed on the receiving location stops incrementing toward the Last USN Sent value that is displayed on the sending location, replication may be stalled. This can happen when a Unity Connection location receives an update to an object that depends on another object about which it has not received information. For example, the addition of a member to a distribution list depends on the presence of a user record for the member being added. If the location has not received the information about the user record, it waits for a default of five minutes to see if the directory message containing the user record information arrives to satisfy the dependency.

In most cases, the problem should resolve itself after the five minute time-out, at which point the receiving Unity Connection system requests that the record be re-sent. If the problem is not resolved, use the Real-Time Monitoring Tool (RTMT) or the command line interface (CLI) to check the Application System log to see if any errors have been reported by the CuReplicator application. For information on using RTMT to view system logs, see the Cisco Unified Real-Time Monitoring Tool Administration Guide at http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html .

You may also want to turn on Digital Networking macro traces to diagnose a replication issue. For detailed instructions on enabling intrasite networking replication traces and viewing the trace logs, see the “Diagnostic Traces in Cisco Unity Connection 10.x” chapter.

Manual Directory Replication is Stalled

When an administrator initiates a manual push or pull of the directory between two Unity Connection locations, the Push Directory or Pull Directory status displayed on the Networking > Unity Connection Locations page for the remote location in Cisco Unity Connection Administration may indicate that replication is in progress, but the Last USN Acknowledged or Last USN Received values on the Edit Unity Connection Location page may not be changing. If this problem occurs, try stopping the push or pull operation by checking the check box next to the display name of the remote location on the Unity Connection Locations page and selecting Stop Push (if the Push Directory status for that location indicates a push is in progress) or Stop Pull (if the Pull Directory status for that location indicates a pull is in progress). You can then restart the manual replication.

Push and Pull Status Mismatched Between Locations

When an administrator initiates a manual push or pull of the directory between two Unity Connection locations, the Push Directory status displayed on the Networking > Links > Intrasite Links page in Cisco Unity Connection Administration on the sending location should match the Pull Directory status displayed in Connection Administration on the receiving location (for example, both should display In Progress during replication).

If the status does not match, wait at least five minutes. If it still does not match, you may be able to correct the mismatch by doing the following procedure.

To Resynchronize Push and Pull Status Between Locations


Step 1 In Cisco Unity Connection Administration on the location that displays Idle status for the push or pull, check the check box next to the display name of the mismatched location, and select Push Directory To or Pull Directory From to start the operation that should display In Progress.

For example, if location one shows a push is in progress and location two shows a pull is idle, on location two, check the check box next to the location one display name and select Pull Directory From.

Step 2 When the operation status displays as In Progress, wait a minute, then recheck the check box for the remote location and stop the operation by selecting either Stop Push or Stop Pull , as applicable.


 

Troubleshooting Directory Synchronization Between Two Unity Connection Sites

Replication between sites is accomplished by means of a Feeder service and a Reader service (also referred to as the FeedReader) running on each site gateway. The Reader service periodically polls the remote site gateway for any directory changes since the last poll interval. The Feeder service checks the change tracking database for directory changes and responds to poll requests with the necessary information. The Feeder service is implemented as a web site that returns directory information in XML format when it receives a request from the remote Reader. Because directory information includes names and extensions, it is treated as confidential, and authentication is required to access the feed. We also recommend that you configure SSL on each site gateway in order to encrypt the directory information.

The synchronization that occurs after two sites are first joined can take anywhere from a few minutes to a few hours depending on the directory size. Later updates only synchronize changes since the last cycle, unless you manually request a full resynchronization.

On a Unity Connection site gateway, you can configure the schedule on which the Reader polls the remote Feeder for directory data, and the schedule on which it polls for recorded names. You can access the schedules in Cisco Unity Connection Administration on the Tools > Task Management page by selecting either the Synchronize Directory With Remote Network task or the Synchronize Voice Names With Remote Network task.

Table 20-2 lists some of the tools you can use to collect information about the operation of the Feeder and Reader applications for intersite networking.

 

Table 20-2 Troubleshooting Tools for Intersite Replication Between Unity Connection Sites

Application
Troubleshooting Tool(s)

Reader

  • The Networking > Links > Intersite Links > Edit Intersite Link page displays statistics about the number of replicated objects and object changes, the time of last synchronization, and the last time an error occurred during synchronization.
  • Enable FeedReader micro trace levels 00, 01, 02, 03, 10, and 14. See the “Diagnostic Traces in Cisco Unity Connection 10.x” chapter for instructions.

Feeder

If you want to manually start an incremental update of the directory on either site, you can do so using the Sync button on the Networking > Links > Intersite Links page in Cisco Unity Connection Administration on the Unity Connection site gateway. To initiate a full resynchronization of the entire directory, use the Resync All button on the same page.

Troubleshooting Directory Synchronization Between a Unity Connection Site and a Cisco Unity Site

Replication between sites is accomplished by means of a Feeder service and a Reader service running on each site gateway. The Reader service periodically polls the remote site gateway for any directory changes since the last poll interval. The Feeder service checks the change tracking database for directory changes and responds to poll requests with the necessary information. The Feeder service is implemented as a web site that returns directory information in XML format when it receives a request from the remote Reader. Because directory information includes names and extensions, it is treated as confidential, and authentication is required to access the feed. We also recommend that you configure SSL on each site gateway in order to encrypt the directory information.

The synchronization that occurs after two sites are first joined can take anywhere from a few minutes to a few hours depending on the directory size. Later updates only synchronize changes since the last cycle, unless you manually request a full resynchronization.

On the Unity Connection site gateway, you can configure the schedule on which the Reader (also referred to as the FeedReader in Unity Connection) polls the remote Feeder for directory data, and the schedule on which it polls for recorded names. In Cisco Unity Connection Administration on the site gateway, you can access the schedules on the Tools > Task Management page by selecting either the Synchronize Directory With Remote Network task or the Synchronize Voice Names With Remote Network task.

On the Cisco Unity site gateway, you can enable or disable synchronization of recorded names, and configure the interval at which the Reader polls the Unity Connection Feeder for directory updates and recorded names. In the Cisco Unity Administrator on the site gateway, you can access both settings (Synchronize Voice Names and Feeder Interval) on the Networking > Unity Connection Networking page. Note that unlike the Unity Connection Reader, which has separate configurable schedules for polling directory data and recorded names, the Cisco Unity Reader polls for both (if recorded name synchronization is enabled) during each cycle.

Table 20-3 lists the tools and details you can use to collect information about the operation of the Feeder and Reader applications for both Cisco Unity Connection and Cisco Unity.

 

Table 20-3 Troubleshooting Tools for Intersite Replication Between Cisco Unity Connection and Cisco Unity

Application
Troubleshooting Tool(s)

Connection Reader

  • The Networking > Links > Intersite Links > Edit Intersite Link page displays statistics about the number of replicated objects and object changes, the time of last synchronization, and the last time an error occurred during synchronization.
  • Enable FeedReader micro trace levels 00, 01, 02, 03, 10, and 14. See the “Diagnostic Traces in Cisco Unity Connection 10.x” chapter for instructions.

Connection Feeder

Cisco Unity Reader

  • The Networking > Unity Connection Networking page in the Cisco Unity Administrator on the site gateway displays statistics about the number of replicated objects and object changes, the time of last synchronization, and the last time an error occurred during synchronization.
  • The Cisco Unity Reader logs operational and error messages to the Windows Application Event Log.
  • For additional troubleshooting information, use the Cisco Unity Diagnostic Tool to configure the CuDirReader micro traces (all levels except level 2). Note that there are several threads involved in reading objects from Unity Connection and writing them to SQL and to Active Directory. To follow an object through the log file, search by its Unique Sequence Number (USN), the ID of the object, or the alias. For instructions, see the “Diagnostic Traces in Cisco Unity Connection 10.x” chapter.

Caution The log file may grow very large if you have Reader traces turned on while the initial synchronization or a full resynchronization is in progress between sites.

Cisco Unity Feeder

If you want to manually start an incremental update of the directory on either site, you can do so using the Sync button on the Networking > Links > Intersite Links page in Cisco Unity Connection Administration on the Unity Connection site gateway or using the Sync Now button on the Network > Unity Connection Networking page in the Cisco Unity Administrator on the Cisco Unity site gateway. To initiate a full resynchronization of the entire directory, use the Resync All button on the Networking > Links > Intersite Links page in Cisco Unity Connection Administration on the Unity Connection site gateway or the Total Sync button on the Network > Unity Connection Networking page in the Cisco Unity Administrator on the Cisco Unity site gateway.

Cross-Server Sign-In and Transfers

When a Unity Connection servers is networked with other Unity Connection or Cisco Unity locations, cross-server features can be configured such that:

  • Calls are transferred to users who are not associated with the local server, according to the call transfer and screening settings of the user who is receiving the transfer. (This includes calls that are transferred from the automated attendant or the corporate directory, and live reply calls that are transferred when a user listens to a message and chooses to reply by calling the sender.) This functionality is referred to as a cross-server transfer.
  • When calling from outside the organization to sign in, users—no matter which is their home server—can call the same number and are transferred to the applicable home server to sign in. This functionality is referred to as a cross-server sign-in.

Use the troubleshooting information in this section if you are experiencing difficulties with cross-server sign-in or transfers. See the following sections:

Users Hear the Opening Greeting Instead of PIN Prompt When Attempting to Sign-In

If a user attempts a cross-server sign-in and hears the opening greeting, the problem may be caused by one of the following:

  • The originating location is not configured for cross-server sign-in hand-offs to the destination location. In Cisco Unity Connection Administration on the originating location, confirm that the Allow Cross-Server Sign-In to this Remote Location check box is checked on the Edit Unity Connection Location page for the destination location.
  • The user is not found in the search scope on the originating location. Unity Connection uses the search scope of the call when it reaches the Attempt Sign-In conversation to identify which user is trying to sign in. In Cisco Unity Connection Administration on the originating location, check the direct call routing rules to determine which search space is set by the rule that sends calls to the Attempt Sign-In conversation. If the partitions that contain remote users are not a part of this search space, cross-server sign-in does not work, even if it is enabled.

Users Hear a Prompt Indicating that their Home Server Cannot be Reached During Cross-Server Sign-In

When a cross-server sign-in hand-off fails to complete successfully, users hear a prompt indicating that their home server cannot be reached at this time. This may happen for one of the following reasons:

  • The destination location is not configured to accept cross-server hand-offs. In Cisco Unity Connection Administration on the destination location, confirm that the Respond to Cross-Server Handoff Requests check box is checked on the System Settings > Advanced > Conversations page.
  • The Cross-Server Dial String that is defined for the destination location on the originating location is incorrect, or the originating location is unable to place a call to this string using the phone system integration that is used to dial out. In Connection Administration on the originating location, check the Cross-Server Dial String value on the Edit Unity Connection Location page.
  • No ports are available to dial out on the originating location or to answer the call on the destination location. You can use the Unity Connection Port Usage Analyzer to help determine if port usage is becoming a problem for cross-server transfers.

User ID and PIN Not Accepted During Cross-Server Sign-In

If a user attempts a cross-server sign-in and the call appears to be handed off correctly to the destination location but the user cannot sign in, the most likely cause is that the user is not found in the search scope on the destination location, or another user with an overlapping extension is found first in the search scope.

Unity Connection uses the search scope of the call when it reaches the Attempt Sign-In conversation to identify which user is trying to sign in, both on the originating and destination locations. In general, we recommend that the same search scope be used by the routing rules that handle cross-server sign-in on both the originating and destination locations. If necessary, you can add a routing rule on the destination location that specifically handles cross-server calls (for example, based on the calling number matching the extension of a port at the originating location).

To determine which search space is in use as the search scope during the call, turn on the CDE micro trace (level 4 Search Space). For detailed instructions on enabling the traces and viewing the trace logs, see the “Diagnostic Traces in Cisco Unity Connection 10.x” chapter.

For information on configuring call routing rules and managing partitions and search spaces, see the “Dial Plan” section of the “Call Management” chapter of the System Administration Guide for Cisco Unity Connection Release 10.x , available at http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/10x/administration/guide/10xcucsagx/10xcucsag080.html .

Callers Prompted to Leave a Message Instead of Being Transferred to the Remote User

If callers are prompted to leave a message for a user at the destination location even though the active transfer rule for that user is configured to transfer calls to an extension, this is may be a sign that the cross-server transfer hand-off has failed. This can happen for one of the following reasons:

  • The originating location is not configured to perform cross-server transfers to the destination location. In Cisco Unity Connection Administration on the originating location, confirm that the Allow Cross-Server Transfer to this Remote Location check box is checked on the Edit Unity Connection Location page for the destination location.
  • The destination location is not configured to accept cross-server hand-offs. In Connection Administration on the destination location, confirm that the Respond to Cross-Server Handoff Requests check box is checked on the System Settings > Advanced > Conversations page.
  • The Cross-Server Dial String that is defined for the destination location on the originating location is incorrect, or the originating location is unable to place a call to this string using the phone system integration that is used to dial out. In Connection Administration on the originating location, check the Cross-Server Dial String value on the Edit Unity Connection Location page.
  • No ports are available to dial out on the originating location or to answer the call on the destination location. You can use the Unity Connection Port Usage Analyzer to help determine if port usage is becoming a problem for cross-server transfers. You can download the tool and view the Port Usage Analyzer Help at http://www.ciscounitytools.com/Applications/CxN/PortUsageAnalyzer/PortUsageAnalyzer.html .

Note that if the currently active transfer extension for the user is configured to perform a supervised transfer to an extension that is busy, callers are transferred to voicemail to leave a message when the If Extension Is Busy field is configured to do so, even if the cross-server transfer was successful.

Callers Transferred to the Wrong User at the Destination Location

If a caller attempts a cross-server transfer and the call appears to be handed off correctly to the destination location but the caller reaches the wrong user at the destination, the most likely cause is that another user with an overlapping extension is found first in the search scope when the call is passed to the destination.

To determine which search space is in use as the search scope during the call, turn on the CDE micro trace (level 4 Search Space). For detailed instructions on enabling the traces and viewing the trace logs, see the “Diagnostic Traces in Cisco Unity Connection 10.x” chapter.

Callers Hear a Prompt Indicating that Call Cannot be Completed When Attempting to Transfer to a Remote User

If a caller attempts a cross-server transfer and the call appears to be handed off correctly to the destination location, but the caller hears a prompt indicating that the call cannot be completed and Unity Connection hangs up, the most likely cause is that the remote user is not found in the search scope when the call is passed to the destination.

To determine which search space is in use as the search scope during the call, turn on the CDE micro trace (level 4 Search Space). For detailed instructions on enabling the traces and viewing the trace logs, see the “Diagnostic Traces in Cisco Unity Connection 10.x” chapter.