One Server Stops Functioning and the Other Server is Not Handling Calls
When one Unity Connection server in a Unity Connection cluster is not functioning (for example, when the subscriber server is undergoing maintenance) and the remaining server does not answer calls or send MWI requests, use the following task list to determine the cause and to resolve the problem.
Following are the tasks to troubleshoot when one server stops functioning and the other server is not handling calls:
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Verify the status of the voice messaging ports in Cisco Unity Connection Serviceability. See the “Verifying the Status of the Voice Messaging Ports” section on page 19-1.
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Verify the voice messaging port assignments for the phone system integration. See the “Verifying the Voice Messaging Ports Assignments for Phone System Integration” section on page 19-2.
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For SCCP integrations, confirm that the voice messaging ports are registered with the Cisco Unified CM server. See the “Confirming that Voice Messaging Ports are Registered (SCCP Integrations Only)” section on page 19-2.
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Enable the SRM micro trace (all levels) in Cisco Unity Connection Serviceability. For detailed instructions on enabling the micro trace and viewing the trace logs, see the Using Diagnostic Traces for Troubleshootingsection.
Note
The Cisco Unity Connection cluster feature is not supported for use with Cisco Business Edition. Requirements for the Unity Connection cluster feature are available in the “Requirements for a Unity Connection Cluster” section in the System Requirements for Cisco Unity Connection Release 11.x, available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/11x/requirements/b_11xcucsysreqs.html.
Verifying the Status of the Voice Messaging Ports
Procedure
Step 1 |
In Cisco Unity Connection Serviceability, on the Tools menu, select Cluster Management. |
Step 2 |
On the Cluster Management page under Port Manager, verify the following for the server that should be handling calls:
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Verifying the Voice Messaging Ports Assignments for Phone System Integration
Procedure
Step 1 |
In Cisco Unity Connection Administration, expand Telephony Integrations, then select Phone System. |
Step 2 |
In the Related Links list, select Check Telephony Integration and select Go. The Task Execution Results displays one or more messages with troubleshooting steps. |
Step 3 |
Follow the steps for correcting the problems. |
Step 4 |
Repeat Step 2 through Step 3 until the Task Execution Results displays no problems. |
Confirming that Voice Messaging Ports are Registered (SCCP Integrations Only)
Procedure
Step 1 |
In Cisco Unified CM Administration, on the Voice Mail menu, select Voice Mail Port. |
Step 2 |
On the Find and List Voice Mail Ports page, select Find. |
Step 3 |
In the Status column, confirm that all ports show the status of “Registered with <server name.” |