Troubleshooting Guide for Cisco Unity Connection Release 10.x
Index
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Index

A

addressing

intersite networking problems with Cisco Unity 114

intrasite or intersite networking problems 112

networked messages 111

to local recipients 12

VPIM messages and blind addressing, problems 115

VPIM messages to specific recipients, problems 115

Apache Tomcat

and CPCA errors 13

and Web Inbox errors 13

service, verifying 15, 16

Apple Safari, configuring for Media Master 12

audio quality

Check Telephony Configuration test 11

choppy audio 12

garbled prompts 13

garbled recordings 12

low volume of recordings 14

prompts with jitter 13

traces 15

authentication, troubleshooting when Cisco Unified CM authentication is configured for ports 110

B

blind addressing, VPIM 115

busy greeting, does not play 14

C

calendar integrations

Connection 8.0 16

Connection 8.5 and later 115

call control 12

Call Transfer Rule Tester 13

call transfers, fail for Cisco Unified CM Express SCCP integrations 15

changing passwords, effect on IMAP email client access to Connection 12

Cisco PCA

access problems 12, 14

Apache Tomcat errors 13

error messages 12

locked user account 12

managing security alerts when using SSL connections 13

saving changes, problems 14

sign-in account errors 13

Tomcat service, verifying 15

Cisco Unified Real-Time Monitoring Tool (RTMT) 13

Cisco Unified Serviceability 13

Cisco Unity Diagnostic Tool

voice-recognition macro trace logs 15

voice-recognition micro trace logs 15

Cisco Utilities Database Link for Informix 14

Cisco Voice Technology Group Subscription tool 13

Connection cluster

Add New button disabled 15

both servers have Primary status 13

cannot access alert logs when publisher server is not functioning 15

cluster does not function correctly 13

server does not handle calls 11

Connection Serviceability 12

Connection SNMP Agent service, confirming configuration 12

cross-server sign-in

about 123

home server cannot be reached 124

user ID and PIN not accepted 124

users do not hear PIN prompt 124

cross-server transfers

about 123

call cannot be completed 126

callers prompted to leave a message 125

callers transferred to wrong user 125

CUDLI 14

Custom Key Map tool 11

D

Database Proxy 14

delayed messages 12

diagnostics

collecting from ViewMail for Outlook 18

IMAP client problems 115, 18

SpeechView transcriptions 17

directory handler 11

disappearing messages 13

E

emails, accessing in an external message store 11

encryption, troubleshooting when Cisco Unified CM encryption is configured for ports 110

English-United States language unavailable 11

error messages for Cisco PCA 12

error messages for Web Inbox 12

Exchange calendar, accessing calendar information 16

external message store, access to emails 11

external services

access to emails in an external message store 11

calendar integration 16

diagnostic tool 112

personal call transfer rules (PCTRs) 111, 121

Test button, diagnostic tool 112

F

fax

delivery to fax machine 13

delivery to users 11

notifications by Connection 15

quality 17

receipts 15

full-mailbox warnings 11

G

Grammar Statistics tool, accessing 11

greetings, busy greeting does not play 14

H

Help menu, long pauses when listening to 12

hostname entered does not match the remote site certificate 13

I

IMAP client, messages not received 13

IMAP email access to Connection

overview 12

with LDAP configured 13

without LDAP configured 12

integration

call control 12

calls not answered 113

calls not transferred to the correct greeting 11

calls to Cisco Unity Connection fail 12

Check Telephony Configuration test 11

Cisco Unified CM authentication or encryption 110

Cisco Unified CM through SCCP or SIP trunk 19

IP address, changing for Cisco Unified CM server 15

not answering calls 13

not answering some calls 13

port do not register 15, 18

ports repeatedly disconnect 15, 18

Remote Port Status Monitor 11

intersite networking, linking sites 11, 12, 13

K

key mapping problems 11

key presses (touchtones) 11

L

language (English-United States) unavailable 11

license, troubleshooting 11

M

mailboxes, warnings about full 11

Media Master

and phone device 13

Apple Safari 12

display problems 11

Microsoft Internet Explorer 12

Mozilla Firefox 13

opening a file that is saved on a workstation 15

phone device ringing 13

MeetingPlace, accessing calendar information 16

MeetingPlace Express, accessing calendar information 16

message delivery problems 111, 15

message notifications

devices added are triggered at all hours 110

intermittent failure 19

missed attempts 14

nonfunctional 16

port configuration 12

repeat notifications 15

slow for a user 13

slow for multiple users 11

SMS 19

SMTP 19

messages

addressing 12

delayed 12

disappearing 13

intrasite or intersite networking, not received 116

intrasite or intersite networking, replies not delivered 117

limited to 30 seconds 11

networked message transport 116

received in email account 111, 15

recordings limited to 30 seconds 15

undeliverable 12

VPIM, incoming not received 117

VPIM, outgoing not received 118

Messaging Assistant

access problems 14

saving changes, problems 14

Messaging Inbox

access problems 14

saving changes, problems 14

Microsoft Internet Explorer, configuring for Media Master 12

Mozilla Firefox, configuring for Media Master 13

MWIs

causes for turning on and off 11

configuring port memory 15

delay turning on or off 16

deleting MWI ports when port memory is used 15

do not turn on or off 12

message count not given on the phone 17

synchronizing 14

turn on but not off 14

when to synchronize 14

N

networking, intersite

Cisco Unity users unable to address messages 114

directory synchronization problems between a Connection site and a Cisco Unity site 121

directory synchronization problems between two Connection sites 120

failed to assess the current network size 13

hostname entered does not match the remote site certificate 13

linking sites 11, 12, 13

specified location is already part of the network 14

unable to contact the remote site 11

networking, intrasite

automatic replication stalled 119

directory synchronization problems 118

manual replication stalled 120

push and pull replication status mismatch 120

USN mismatch 119

networking, intrasite or intersite

addressing messages 111

Connection users unable to address messages 112

cross-server sign-in and transfer problems 123

message transport 116

message transport problems 116

replies to messages sent by remote senders not delivered 117

nondelivery receipts 11

P

passwords, effect that changing has on IMAP email client access to Connection 12

personal call transfer rules

access problems 14

access to calendar information 111, 121

call behavior, inconsistent 18

call holding unavailable 12

call looping during rule processing 18

call screening unavailable 12

Call Transfer Rule Tester, using 13

conditions related to meetings 14

destinations 12

destinations, editing prepopulated 12

performance counters 19

phone menu options 17

rule set failure 13

rules without a "from" condition, creating 13

saving changes, problems 14

settings unavailable 11

Transfer All rule, failure 16

voice-recognition conversation problems 16

phone system integration

call control 12

calls not answered 113

calls not transferred to the correct greeting 11

calls to Cisco Unity Connection fail 12

Check Telephony Configuration test 11

Cisco Unified CM authentication or encryption 110

Cisco Unified CM through SCCP or SIP trunk 19

configuration for Phone View 12

IP address, changing for Cisco Unified CM server 15

not answering calls 13

not answering some calls 13

ports do not register 15, 18

ports repeatedly disconnect 15, 18

Remote Port Status Monitor 11

Phone View

application user configuration 11

phone system integration configuration 12

traces 13

user phone configuration 12

ports, troubleshooting when Cisco Unified CM authentication or encryption is configured 110

prompts, garbled or jitter 13

R

reconfiguring MWI ports when port memory is used 15

recordings

garbled audio stream 12

low volume 14

Remote Administration Tools 14

Remote Port Status Monitor 14

reorder tone, user hears when answering call from Connection 15

reports

Connection Reports Harvester Service, confirming 11

data collection cycle, adjusting 12

no data appears 11

S

security alerts, managing when using SSL connections 13

single inbox 11

slow delivery of messages 12

SMS notifications 19

SMTP notifications 19

SNMP

Connection SNMP Agent 12

SNMP community string 12

SNMP Master Agent 11

traces 12

specified location is already part of the network 14

SpeechView

basic configuration settings 11

confirming services 14

proxy server issues 12

SMTP configuration, verifying 14

task list for troubleshooting 11

transcription notifications 13, 16

transcription service configuration 12

user expectation issues 13

T

Task Management tool, accessing 12

Tomcat, verifying service started 15, 16

traces

accessing emails in an external message store 13

audio 12, 18

audio quality 15

backing up and restoring 112

calendar integration 12

call issues 18

call issues (micro traces) 12

Cisco Unified Serviceability traces for selected problems 112

Cisco Unity Connection Serviceability 18

Cisco Unity Connection Serviceability macro traces for selected problems 17

Cisco Unity Connection Serviceability micro traces for selected problems 12

client issues 18

client issues (micro traces) 12

Connection cluster 13

conversations 18

digital networking 19

enabling 110, 113

external services 12, 13, 16, 17

fax 13

LDAP 14, 112

messages 14, 19

MWIs 19

networking 15, 19

personal call transfer rules 16

personal call transfer rules, access to calendar information 111, 121

Phone View 16, 13

reports 16

restoring and backing up 112

RSS feeds 16

SNMP 17, 12

SpeechView, Transcriptions 17

startup issues 110

Test button (external service diagnostic tool) 112

Test button (external services and external service accounts) 17

Text to Speech 110

use for viewing WAV filenames 12

viewing trace logs 110, 113

VMREST 17

VPIM 15, 19

web application sign-in 112

Web Inbox 17

U

unable to contact the remote site 11

undeliverable messages 12

unified messaging 11

user phone configuration for Phone View 12

users, locating

during message addressing 12

in a directory handler 11

utilities and tools

Cisco Unified Serviceability 13

Cisco Voice Technology Group Subscription Tool 13

Connection Serviceability 12

Grammar Statistics 11

Remote Port Status Monitor 14

RTMT 13

Task Management 12

utterance captures, using to diagnose voice-recognition problems 15

V

ViewMail for Outlook

collecting diagnostics 18

form does not appear 17

voice messaging ports, troubleshooting when Cisco Unified CM authentication or encryption is configured 110

voice-recognition conversation

confirmation confidence setting 14

Grammar Statistics tool 11

service not available 12

usernames not recognized 12

users hear phone keypad (touchtone) conversation 11

using diagnostic traces 14

using the Remote Port Status Monitor 16

using utterance captures 15

voice commands not recognized 13

VPIM

incoming messages not received 117

outgoing messages not received 118

users unable to address messages to specific recipients 115

users unable to blind address messages 115

W

WAV file, determining which is played 12

Web Inbox

Apache Tomcat errors 13

error messages 12

locked user account 12

No messages displayed 15, 17

Sent messages not displayed 15

sign-in account errors 13, 14

Tomcat service, verifying 16

Unresponsive Flash Player dialog box 15