Troubleshooting Guide for Cisco Unity Connection Release 7.x
Index
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Index

Table Of Contents

A - B - C - D - E - F - G - H - I - K - L - M - N - P - R - S - T - U - V - W -

Index

A

addressing

Digital Networking problems 16-1

networked messages 16-1

to local recipients 15-2

VPIM messages and blind addressing, problems 16-2

VPIM messages to specific recipients, problems 16-2

Apache Tomcat

and CPCA errors 22-3

service, verifying 22-4

Apple Safari, configuring for Media Master 23-2

audio quality

Check Telephony Configuration test 8-1

choppy audio 8-1

garbled prompts 8-3

garbled recordings 8-2

low volume of recordings 8-3

prompts with jitter 8-3

traces 8-5

authentication, troubleshooting when Cisco Unified CM authentication is configured for ports 6-7

B

blind addressing, VPIM 16-2

busy greeting, does not play 12-3

C

calendar integration 5-6

call control 6-2

Call Transfer Rule Tester 21-3

call transfers, fail for Cisco Unified CM Express SCCP integrations 12-5

changing passwords, effect on IMAP email client access to Connection 14-1

Cisco PCA

access problems 11-2, 11-4

Apache Tomcat errors 22-3

error messages 22-1

locked user account 22-2

logon account errors 22-3

managing security alerts when using SSL connections 11-3

saving changes, problems 11-4

Tomcat service, verifying 22-4

Cisco Unified Real-Time Monitoring Tool (RTMT) 2-3

Cisco Unified Serviceability 2-3

Cisco Unity Assistant

access problems 11-4

saving changes, problems 11-4

Cisco Unity Diagnostic Tool

voice-recognition macro trace logs 20-5

voice-recognition micro trace logs 20-4

Cisco Unity Inbox

access problems 11-4

saving changes, problems 11-4

Cisco Utilities Database Link for Informix 2-4

Cisco Voice Technology Group Subscription tool 2-3

Connection cluster

Add New button disabled 10-4

both servers have Primary status 10-3

cannot access alert logs when publisher server is not functioning 10-5

cluster does not function correctly 10-3

server does not handle calls 10-1

Connection Serviceability 2-2

Connection SNMP Agent service, confirming configuration 25-2

cross-server logon

about 16-6

home server cannot be reached 16-7

user ID and password not accepted 16-8

users do not hear password prompt 16-7

cross-server transfers

about 16-6

call cannot be completed 16-9

callers prompted to leave a message 16-8

callers transferred to wrong user 16-9

CUDLI 2-4

Custom Key Map tool 19-1

D

Database Proxy 2-4

delayed messages 13-2

diagnostics

collecting from ViewMail for Outlook 14-5

IMAP client problems 14-5

Digital Networking

automatic replication stalled 16-5

cross-server logon and transfer problems 16-6

directory synchronization problems 16-5

manual replication stalled 16-6

message transport problems 16-4

push and pull replication status mismatch 16-6

users unable to address messages 16-1

USN mismatch 16-5

directory handler 15-1

disappearing messages 13-2

E

emails, accessing in an external message store 5-1

encryption, troubleshooting when Cisco Unified CM encryption is configured for ports 6-7

English-United States language unavailable 9-1

error messages for Cisco PCA 22-1

Exchange calendar, accessing calendar information 5-6

external message store, access to emails 5-1

external services

access to emails in an external message store 5-1

calendar integration 5-6

diagnostic tool 5-11

personal call transfer rules (PCTRs) 5-11

Test button, diagnostic tool 5-11

F

fax

delivery to fax machine 4-3

delivery to users 4-1

notifications by Connection 4-5

quality 4-7

receipts 4-5

full-mailbox warnings 13-1

G

Grammar Statistics tool, accessing 2-1

greetings, busy greeting does not play 12-3

H

Help menu, long pauses when listening to 19-2

I

IMAP client, messages not received 14-2

IMAP email access to Connection 14-1

integration

call control 6-2

calls not answered 6-11

calls not transferred to the correct greeting 12-1

calls to Cisco Unity Connection fail 6-2

Check Telephony Configuration test 6-1

Cisco Unified CM authentication or encryption 6-7

Cisco Unified CM through SCCP or SIP trunk 6-7

IP address, changing for Cisco Unified CM server 6-4

not answering calls 6-3

not answering some calls 6-3

port do not register 6-5

ports repeatedly disconnect 6-5

Remote Port Status Monitor 6-1

K

key mapping problems 19-1

L

language (English-United States) unavailable 9-1

license, troubleshooting 9-1

M

mailboxes, warnings about full 13-1

Media Master

and phone device 23-3

Apple Safari 23-2

display problems 23-1

Microsoft Internet Explorer 23-2

Mozilla Firefox 23-2

opening a file that is saved on a workstation 23-5

phone device ringing 23-3

MeetingPlace, accessing calendar information 5-6

MeetingPlace Express, accessing calendar information 5-6

message delivery problems 14-3

message notifications

devices added are triggered at all hours 17-9

intermittent failure 17-9

missed attempts 17-4

nonfunctional 17-5

port configuration 17-1

repeat notifications 17-5

slow for a user 17-3

slow for multiple users 17-1

SMS 17-8

SMTP 17-9

messages

addressing 15-2

delayed 13-2

Digital Networking, not received 16-4

disappearing 13-2

limited to 30 seconds 9-1

networked message transport 16-3

received in email account 14-3

recordings limited to 30 seconds 13-5

undeliverable 13-2

VPIM, incoming not received 16-3

VPIM, outgoing not received 16-4

Microsoft Internet Explorer, configuring for Media Master 23-2

Mozilla Firefox, configuring for Media Master 23-2

MWIs

causes for turning on and off 7-1

configuring port memory 7-4

delay turning on or off 7-6

deleting MWI ports when port memory is used 7-5

do not turn on or off 7-2

message count not given on the phone 7-8

synchronizing 7-4

turn on but not off 7-4

when to synchronize 7-4

N

nondelivery receipts 18-1

P

passwords, effect that changing has on IMAP email client access to Connection 14-1

personal call transfer rules

access problems 11-4

access to calendar information 5-11

call behavior, inconsistent 21-7

call holding unavailable 21-2

call looping during rule processing 21-7

call screening unavailable 21-2

Call Transfer Rule Tester, using 21-3

conditions related to meetings 21-4

destinations 21-2

destinations, editing prepopulated 21-2

performance counters 21-8

phone menu options 21-6

rule set failure 21-3

rules without a "from" condition, creating 21-3

saving changes, problems 11-4

settings unavailable 9-1, 21-1

Transfer All rule, failure 21-6

voice-recognition conversation problems 21-6

phone system integration

call control 6-2

calls not answered 6-11

calls not transferred to the correct greeting 12-1

calls to Cisco Unity Connection fail 6-2

Check Telephony Configuration test 6-1

Cisco Unified CM authentication or encryption 6-7

Cisco Unified CM through SCCP or SIP trunk 6-7

configuration for Phone View 24-2

IP address, changing for Cisco Unified CM server 6-4

not answering calls 6-3

not answering some calls 6-3

ports do not register 6-5

ports repeatedly disconnect 6-5

Remote Port Status Monitor 6-1

Phone View

application user configuration 24-1

phone system integration configuration 24-2

traces 24-3

user phone configuration 24-2

ports, troubleshooting when Cisco Unified CM authentication or encryption is configured 6-7

prompts, garbled or jitter 8-3

R

reconfiguring MWI ports when port memory is used 7-5

recordings

garbled audio stream 8-2

low volume 8-3

Remote Administration Tools 2-4

Remote Port Status Monitor 2-4

reorder tone, user hears when answering call from Connection 12-5

reports

Connection Reports Harvester Service, confirming 3-1

data collection cycle, adjusting 3-2

no data appears 3-1

S

security alerts, managing when using SSL connections 11-3

slow delivery of messages 13-2

SMS notifications 17-8

SMTP notifications 17-9

SNMP

Connection SNMP Agent 25-2

SNMP community string 25-2

SNMP Master Agent 25-1

traces 25-2

T

Task Management tool, accessing 2-2

Tomcat, verifying service started 22-4

touchtones 11-1

traces

accessing emails in an external message store 1-3

audio 1-2, 1-7

audio quality 8-5

backing up and restoring 1-11

calendar integration 1-2

call issues 1-7

call issues (micro traces) 1-2

Cisco Unified Serviceability traces for selected problems 1-11

Cisco Unity Connection Serviceability 1-7

Cisco Unity Connection Serviceability macro traces for selected problems 1-6

Cisco Unity Connection Serviceability micro traces for selected problems 1-1

client issues 1-7

client issues (micro traces) 1-2

Connection cluster 1-3

conversations 1-7

digital networking 1-8

enabling 1-9, 1-11

external services 1-2, 1-3, 1-5, 1-6

fax 1-3

LDAP 1-4, 1-11

messages 1-4, 1-7

MWIs 1-8

networking 1-5, 1-8

personal call transfer rules 1-5

personal call transfer rules, access to calendar information 5-11

Phone View 1-6, 24-3

reports 1-6

restoring and backing up 1-11

RSS feeds 1-6

SNMP 1-6, 25-2

startup issues 1-8

Test button (external service diagnostic tool) 5-11

Test button (external services and external service accounts) 1-6

Text to Speech 1-8

use for viewing WAV file names 19-2

viewing trace logs 1-9, 1-11

VPIM 1-5, 1-8

web application login 1-11

U

undeliverable messages 13-2

user phone configuration for Phone View 24-2

users, locating

during message addressing 15-2

in a directory handler 15-1

utilities and tools

Cisco Unified Serviceability 2-3

Cisco Voice Technology Group Subscription Tool 2-3

Connection Serviceability 2-2

Grammar Statistics 2-1

Remote Port Status Monitor 2-4

RTMT 2-3

Task Management 2-2

utterance captures, using to diagnose voice-recognition problems 20-5

V

ViewMail for Outlook

collecting diagnostics 14-5

form does not appear 14-4

voice messaging ports, troubleshooting when Cisco Unified CM authentication or encryption is configured 6-7

voice-recognition conversation

confirmation confidence setting 20-4

Grammar Statistics tool 2-1

service not available 20-2

user names not recognized 20-2

users hear phone keypad (touchtone) conversation 20-1

using diagnostic traces 20-4

using the Remote Port Status Monitor 20-6

using utterance captures 20-5

voice commands not recognized 20-3

VPIM

incoming messages not received 16-3

outgoing messages not received 16-4

users unable to address messages to specific recipients 16-2

users unable to blind address messages 16-2

W

WAV file, determining which is played 19-2