Troubleshooting Guide for Cisco Unity Connection Release 7.x
Phone System Integration
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Phone System Integration

Table Of Contents

Phone System Integration

Diagnostic Tools

Configuring Cisco Unity Connection for the Remote Port Status Monitor

Using the Check Telephony Configuration Test

Call Control

Cisco Unity Connection Is Not Answering Any Calls

Cisco Unity Connection Is Not Answering Some Calls

Confirming Routing Rules

Confirming Voice Messaging Port Settings

Cisco Unified Communications Manager Integrations

Viewing or Editing the IP Address of a Cisco Unified Communications Manager Server

Ports Do Not Register or Are Repeatedly Disconnected in an SCCP Integration

Testing the Port Group

Confirming That Another Port Group Does Not Use the Same Device Name Prefix

Confirming That Another Cisco Unity Connection Server Does Not Use the Same Device Name Prefix

Determining the Correct Port Group Template

Problems That Occur When Cisco Unity Connection Is Configured for Cisco Unified Communications Manager Authentication or Encryption

Confirming That the Cisco Unified Communications Manager CTL Client Is Configured for Mixed Mode

Testing the Port Group Configuration

Matching the Security Mode Setting for Ports in Cisco Unity Connection and Cisco Unified Communications Manager (SCCP Integrations Only)

Matching the Security Mode Setting for the Cisco Unity Connection Port Group and the Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only)

Matching the Subject Name Fields of the Cisco Unity Connection SIP Certificate and the Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only)

Matching the Port Used by the Cisco Unity Connection SIP Security Profile and the Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only)

Copying the Cisco Unity Connection Root Certificate to the Cisco Unified Communications Manager Servers


Phone System Integration


See the following sections:

Diagnostic Tools

Call Control

Cisco Unity Connection Is Not Answering Any Calls

Cisco Unity Connection Is Not Answering Some Calls

Cisco Unified Communications Manager Integrations

Diagnostic Tools

There are diagnostic tools available to help you troubleshoot phone system integrations:

Configuring Cisco Unity Connection for the Remote Port Status Monitor

Using the Check Telephony Configuration Test

Configuring Cisco Unity Connection for the Remote Port Status Monitor

You can use the Remote Port Status Monitor for a real-time view of the activity of each voice messaging port on Cisco Unity Connection. This information assists you in troubleshooting conversation flow and other problems.

After installing the Remote Port Status Monitor on your workstation, do the following procedure to configure Connection.


Note For detailed information on using the Remote Port Status Monitor, see the training and Help information available at http://www.ciscounitytools.com/App_PSM_LL.htm.


To Configure Cisco Unity Connection for the Remote Port Status Monitor


Step 1 In Cisco Unity Connection Administration, expand System Settings, then click Advanced > Conversations.

Step 2 On the Conversation Configuration page, check the Enable Remote Port Status Monitor Output check box.

Step 3 In the IP Addresses Allowed to Connect for Remote Port Status Monitor Output field, enter the IP addresses of your workstations.

Note that you can enter up to 70 IP addresses. Each IP address must be separated from the following IP address by a comma.

Step 4 Click Save.


Using the Check Telephony Configuration Test

You can use the Check Telephony Configuration test to troubleshoot the phone system integration.

For example, use this test if the following conditions exist:

Calls to Cisco Unity Connection are failing.

Ports are failing to register.

Do the following procedure.

To Use the Check Telephony Configuration Test


Step 1 In Cisco Unity Connection Administration, in the Related Links box in the upper right corner of any Telephony Integrations page, click Check Telephony Configuration and click Go.

If the test is not successful, the Task Execution Results displays one or more messages with troubleshooting steps. After correcting the problems, run the test again.

Step 2 In the Task Execution Results window, click Close.


Call Control

Use the following troubleshooting information if the phone system integration has problems related to call control. Do the following tasks, as applicable:

Use the Check Telephony Configuration test. See the "Using the Check Telephony Configuration Test" section.

Use traces to troubleshoot call control issues. For detailed instructions on enabling the applicable traces and viewing the trace logs, see the "Traces in Cisco Unity Connection Serviceability" section on page 1-1.

(Cisco Unified Communications Manager integrations only) If you hear a fast busy tone when you call Cisco Unity Connection, verify the configuration for the phone system integration. See the applicable Cisco Unity Connection integration guide at http://www.cisco.com/en/US/products/ps6509/products_installation_and_configuration_guides_list.html.

Cisco Unity Connection Is Not Answering Any Calls

When the phone system settings in Cisco Unity Connection Administration do not match the type of phone system that Cisco Unity Connection is connected to, Connection may not answer calls.

To Verify the Phone System Settings in Cisco Unity Connection Administration


Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations.

Step 2 On the applicable pages, confirm that the settings for the phone system, port groups, and ports match those indicated in the integration guide for your phone system.

Step 3 Correct any incorrect values in Connection Administration. If you change any values, click Save before leaving the page.

Step 4 If prompted to reset a port group, on the applicable Port Group Basics page, click Reset. Otherwise, continue to Step 5.

Step 5 In the Related Links list, click Check Telephony Configuration and click Go to verify the phone system integration settings.

If the test is not successful, the Task Execution Results displays one or more messages with troubleshooting steps. After correcting the problems, run the test again.

Step 6 In the Task Execution Results window, click Close.


Cisco Unity Connection Is Not Answering Some Calls

When Cisco Unity Connection is not answering some calls, 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 Sporadic Answers on Incoming Calls

1. Confirm that the routing rules are working correctly. See the "Confirming Routing Rules" section.

2. Confirm that calls are sent to the correct voice messaging ports and that the ports are enabled. See the "Confirming Voice Messaging Port Settings" section.

Confirming Routing Rules

By default, Cisco Unity Connection does not reject any calls. If routing rules have been changed, Connection may have been unintentionally programmed to reject some internal or external calls.

Use traces to troubleshoot issues with routing rules. For detailed instructions on enabling the applicable traces and viewing the trace logs, see the "Traces in Cisco Unity Connection Serviceability" section on page 1-1.

Confirming Voice Messaging Port Settings

If the phone system is programmed to send calls to a voice messaging port on Cisco Unity Connection that is not configured to answer calls, Connection does not answer the call. Do the following procedure.

To Confirm That Calls Are Being Sent to the Correct Voice Messaging Ports on Cisco Unity Connection


Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then click Port.

Step 2 On the Search Ports page, note which ports are designated to answer calls.

Step 3 On the phone system, in the phone system programming, confirm that calls are being sent only to those voice messaging ports that are designated to answer calls. Change the phone system programming if necessary.


If a voice messaging port is disabled or set incorrectly, it does not answer calls. Do the following procedure.

To Confirm That Voice Messaging Ports Are Enabled


Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then click Port.

Step 2 If a voice messaging port is not enabled and should be in use, on the Port Basics page for the port, check the Enabled check box to enable the port.


Cisco Unified Communications Manager Integrations

See the following sections for information on troubleshooting a Cisco Unified Communications Manager integration:

Viewing or Editing the IP Address of a Cisco Unified Communications Manager Server

Ports Do Not Register or Are Repeatedly Disconnected in an SCCP Integration

Determining the Correct Port Group Template

Problems That Occur When Cisco Unity Connection Is Configured for Cisco Unified Communications Manager Authentication or Encryption

Viewing or Editing the IP Address of a Cisco Unified Communications Manager Server

Do the following procedure to view or change the IP address or other settings of a Cisco Unified Communications Manager server.

To Change Cisco Unified Communications Manager Server Settings


Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then click Port Group.

Step 2 On the Search Port Groups page, click 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, click Servers.

Step 4 On the Edit Servers page, under Cisco Unified Communications Manager Servers, change the applicable settings and click 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, click Port Group Basics.

Step 6 On the Port Group Basics page, under Port Group, click Reset.


Ports Do Not Register or Are Repeatedly Disconnected in an SCCP Integration

When the Cisco Unity Connection voice messaging ports do not register with Cisco Unified CM in an SCCP integration, or if the 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.

Task List for Troubleshooting Port Registration Problems

1. Test the port group. See the "Testing the Port Group" section.

2. Confirm that another port group on the Connection server does not use the same device name prefix to connect ports to the Cisco Unified CM server. See the "Confirming That Another Port Group Does Not Use the Same Device Name Prefix" section.

3. Confirm that another Connection server does not use the same device name prefix to connect its ports to the Cisco Unified CM server. See the "Confirming That Another Cisco Unity Connection Server Does Not Use the Same Device Name Prefix" section.

Testing the Port Group

Do the following procedure.

To Test the Port Group


Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then click Port Group.

Step 2 On the Search Port Groups page, click 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, click Test Port Group and click Go.


Note On the Port Basics page, you can test a single port in an SCCP integration by clicking Test Port in the Related Links list and clicking Go.


Step 4 When prompted that the test will terminate all calls in progress, click 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 will fail. 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.


Confirming That Another Port Group Does Not Use the Same Device Name Prefix

Do the following procedure.

To Confirm That Another Port Group Does Not Use the Same Device Name Prefix


Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then click Port Group.

Step 2 On the Search Port Groups page, click the name of a port group for which the integration method is SCCP (Skinny).

Step 3 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 4 Click Next to view the next port group for which the integration method is SCCP (Skinny).

Step 5 If the value of the Device Name Prefix field is different from the value that you noted in Step 3, 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 Click Save.

Step 7 Click Reset.

Step 8 Repeat Step 4 through Step 7 for all remaining port groups for which the integration method is SCCP (Skinny).


Confirming That Another Cisco Unity Connection Server Does Not Use the Same Device Name Prefix

Do the following procedure.

To Confirm That Another Cisco Unity Connection Server Does Not Use the Same Device Name Prefix


Step 1 In Cisco Unity Connection Administration on the first Cisco Unity Connection server, expand Telephony Integrations, then click Port Group.

Step 2 On the Search Port Groups page, click the name of a port group for which the integration method is SCCP (Skinny).

Step 3 On the Port Group Basics page, note the value of the Device Name Prefix field.

Step 4 In Cisco Unity Connection Administration on the second Connection server, expand Telephony Integrations, then click Port Group.

Step 5 On the Search Port Groups page, click the name of a port group for which the integration method is SCCP (Skinny).

Step 6 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 7 If the value of the Device Name Prefix field you noted in Step 6 is different from the value you noted on the first Connection server in Step 3, skip to Step 10. 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 8 Click Save.

Step 9 Click Reset.

Step 10 Click Next.

Step 11 Repeat Step 7 through Step 10 for all remaining port groups for which the integration method is SCCP (Skinny).


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 Cisco 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.

Problems That Occur When Cisco Unity Connection Is Configured for Cisco Unified Communications Manager Authentication or Encryption

If problems occur when Cisco Unity Connection is configured for Cisco Unified Communications Manager authentication and encryption for the voice messaging ports, 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.


Note For information on integrating Cisco Unity Connection with Cisco Unified CM, see the applicable Cisco Unified CM integration guide at http://www.cisco.com/en/US/products/ps6509/products_installation_and_configuration_guides_list.html.


Task List for Troubleshooting Problems When Cisco Unified Communications Manager Authentication or Encryption Is Configured

1. Confirm that the Cisco Unified CM CTL client is configured for mixed mode. See the "Confirming That the Cisco Unified Communications Manager CTL Client Is Configured for Mixed Mode" section.

2. Test the port group configuration. See the "Testing the Port Group Configuration" section.

3. For SCCP integrations, confirm that the security mode setting for the ports in Connection matches the security mode setting for the ports in Cisco Unified CM. See the "Matching the Security Mode Setting for Ports in Cisco Unity Connection and Cisco Unified Communications Manager (SCCP Integrations Only)" section.

4. For a SIP trunk integration, confirm that the security mode setting for the Connection port group matches the security mode setting for the Cisco Unified CM SIP trunk security profile. See the "Matching the Security Mode Setting for the Cisco Unity Connection Port Group and the Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only)" section.

5. For SIP trunk integrations, confirm that the Subject Name field of the Connection SIP certificate matches the X.509 Subject Name field of the Cisco Unified CM SIP trunk security profile. See the "Matching the Subject Name Fields of the Cisco Unity Connection SIP Certificate and the Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only)" section.

6. For SIP trunk integrations, confirm that Connection and the SIP trunk use the same port. See the "Matching the Port Used by the Cisco Unity Connection SIP Security Profile and the Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only)" section.

7. Copy the Connection root certificate to the Cisco Unified CM servers. See the "Copying the Cisco Unity Connection Root Certificate to the Cisco Unified Communications Manager Servers" section.

Confirming That the Cisco Unified Communications Manager CTL Client Is Configured for Mixed Mode

Do the following procedure.

To Confirm That the Cisco Unified Communications Manager CTL Client Is Configured for Mixed Mode


Step 1 In Cisco Unified Communications Manager Administration, on the System menu, click 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

Do the following procedure.

To Test the Port Group Configuration


Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then click Port Group.

Step 2 On the Search Port Groups page, click the name of a port group.

Step 3 On the Port Group Basics page, in the Related Links list, click Test Port Group and click Go.

Step 4 When prompted that the test will terminate all calls in progress, click 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 will fail. 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 Cisco Unity Connection and Cisco Unified Communications Manager (SCCP Integrations Only)

Do the following procedure.

To Match the Security Mode Setting for Ports in Cisco Unity Connection and Cisco Unified Communications Manager (SCCP Integrations Only)


Step 1 In Cisco Unified Communications Manager Administration, on the Voice Mail menu, click Cisco Voice Mail Port.

Step 2 On the Find and List Voice Mail Ports page, click Find.

Step 3 In the Device Security Mode column, note the security mode setting for the ports.

Step 4 Log on to Cisco Unity Connection Administration.

Step 5 In Cisco Unity Connection Administration, expand Telephony Integrations, then click Port.

Step 6 On the Search Ports page, click the name of the first port.

Step 7 On the Port Basics page, in the Security Mode field, click the setting that you noted in Step 3 and click Save.

Step 8 Click Next.

Step 9 Repeat Step 7 and Step 8 for all remaining ports.


Matching the Security Mode Setting for the Cisco Unity Connection Port Group and the Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only)

Do the following procedure.

To Match the Security Mode Setting for the Cisco Unity Connection Port Group and the Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only)


Step 1 In Cisco Unified Communications Manager Administration, on the System menu, click SIP Profile > SIP Trunk Security Profile.

Step 2 On the Find and List SIP Trunk Security Profiles page, click Find.

Step 3 Click 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 Log on to Cisco Unity Connection Administration.

Step 6 In Cisco Unity Connection Administration, expand Telephony Integrations, then click Port Group.

Step 7 On the Search Port Groups, click the name of the applicable port group.

Step 8 On the Port Group Basics page, in the Security Mode field, click the setting that you noted in Step 4 and click Save.


Matching the Subject Name Fields of the Cisco Unity Connection SIP Certificate and the Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only)

Do the following procedure.

To Match the Subject Name Fields of the Cisco Unity Connection SIP Certificate and the Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only)


Step 1 In Cisco Unified Communications Manager Administration, on the System menu, click SIP Profile > SIP Trunk Security Profile.

Step 2 On the Find and List SIP Trunk Security Profiles page, click Find.

Step 3 Click 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 Log on to Cisco Unity Connection Administration.

Step 6 In Cisco Unity Connection Administration, expand Telephony Integrations > Security, then click SIP Certificate.

Step 7 On the Search SIP Certificates page, click the name of the SIP certificate.

Step 8 On the Edit SIP Certificate page, in the Subject Name field, enter the setting that you noted in Step 4 and click Save.


Matching the Port Used by the Cisco Unity Connection SIP Security Profile and the Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only)

Do the following procedure.

To Match the Port Used by the Cisco Unity Connection SIP Security Profile and the Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only)


Step 1 In Cisco Unified Communications Manager Administration, on the System menu, click SIP Profile > SIP Trunk Security Profile.

Step 2 On the Find and List SIP Trunk Security Profiles page, click Find.

Step 3 Click 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 Log on to Cisco Unity Connection Administration.

Step 6 In Cisco Unity Connection Administration, expand Telephony Integrations > Security, then click SIP Security Profile.

Step 7 On the Search SIP Security Profiles page, click the name of the SIP security profile with "TLS."

Step 8 On the Edit SIP Security Profile page, in the Port field, enter the setting that you noted in Step 4 and click Save.


Copying the Cisco Unity Connection Root Certificate to the Cisco Unified Communications Manager Servers

Do the applicable procedure:

To Copy the Root Certificate for Cisco Unified Communications Manager 4.x

To Copy the Root Certificate for Cisco Unified Communications Manager 5.x

To Copy the Root Certificate for Cisco Unified Communications Manager 6.x, 7.x, and Later

To Copy the Root Certificate for Cisco Unified Communications Manager 4.x


Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then click 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 click Save Target As.

Step 3 In the Save As dialog box, browse to the location on the Cisco Unity Connection server where you want to save the Connection root certificate as a file.

Step 4 In the File Name field, confirm that the extension is .0 (rather than .htm), and click Save.


Caution The certificate must be saved as a file with the extension .0 (rather than .htm) or Cisco Unified CM will not recognize the certificate.

Step 5 In the Download Complete dialog box, click Close.

Step 6 Copy the Cisco Unity Connection root certificate file to the C:\Program Files\Cisco\Certificates directory 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, click Check Telephony Configuration and click Go to verify the 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 click 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 click Save Target As.

Step 3 In the Save As dialog box, browse to the location on the Cisco Unity Connection server where you want to save the Connection root certificate as a file.

Step 4 In the File Name field, confirm that the extension is .pem (rather than .htm), and click Save.


Caution The certificate must be saved as a file with the extension .pem (rather than .htm) or Cisco Unified CM will not recognize the certificate.

When Cisco 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 will not function correctly.

Step 5 In the Download Complete dialog box, click Close.

Step 6 Copy the Cisco 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 Cisco 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 will not let the Connection voice messaging ports register until the Cisco Unified CM system clock has passed the time stamp in the Connection device certificates.

a. On the Cisco Unified CM server, in Cisco Unified Operating System Administration, on the Security menu, click Certificate Management > Upload Certificate/CTL.

b. On the Cisco IPT Platform Administration page, click Upload Trust Certificate and CallManager - Trust, then click OK.

c. Browse to the Cisco 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, click Check Telephony Configuration and click Go to verify the 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, click Close.

Step 7 If prompted, restart the Cisco 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 click 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 click Save Target As.

Step 3 In the Save As dialog box, browse to the location on the Cisco Unity Connection server where you want to save the Connection root certificate as a file.

Step 4 In the File Name field, confirm that the extension is .pem (rather than .htm), and click Save.


Caution The certificate must be saved as a file with the extension .pem (rather than .htm) or Cisco Unified CM will not recognize the certificate.

When Cisco 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 will not function correctly.

Step 5 In the Download Complete dialog box, click Close.

Step 6 Copy the Cisco 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 Cisco 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 will not let the Connection voice messaging ports register until the Cisco Unified CM system clock has passed the time stamp in the Connection device certificates.

a. On the Cisco Unified CM server, log on to Cisco Unified Operating System Administration.

b. In Cisco Unified Operating System Administration, on the Security menu, click Certificate Management.

c. On the Certificate List page, click Upload Certificate.

d. On the Upload Certificate page, in the Certificate Name field, click CallManager-Trust.

e. In the Root Certificate field, enter Cisco Unity Connection Root Certificate.

f. To the right of the Upload File field, click Browse.

g. In the Choose File dialog box, browse to the Cisco Unity Connection root certificate that you saved in Step 4.

h. Click Open.

i. On the Upload Certificate page, click Upload File.

j. Click 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, click Check Telephony Configuration and click Go to verify the 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, click Close.