Troubleshooting Guide for Cisco Unity Connection Release 8.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

intersite networking problems with Cisco Unity 20-41

intrasite or intersite networking problems 20-39

networked messages 20-39

to local recipients 19-33

VPIM messages and blind addressing, problems 20-43

VPIM messages to specific recipients, problems 20-42

Apache Tomcat

and CPCA errors 26-92

and Web Inbox errors 27-98

service, verifying 26-94, 27-101

Apple Safari, configuring for Media Master 28-105

audio quality

Check Telephony Configuration test 11-95

choppy audio 11-96

garbled prompts 11-97

garbled recordings 11-96

low volume of recordings 11-98

prompts with jitter 11-97

traces 11-99

authentication, troubleshooting when Cisco Unified CM authentication is configured for ports 9-79

B

blind addressing, VPIM 20-43

busy greeting, does not play 15-120

C

calendar integrations

Connection 8.0 6-38

Connection 8.5 and later 8-63

call control 9-72

Call Transfer Rule Tester 25-82

call transfers, fail for Cisco Unified CM Express SCCP integrations 15-121

changing passwords, effect on IMAP email client access to Connection 17-17

Cisco PCA

access problems 14-112, 14-114

Apache Tomcat errors 26-92

error messages 26-91

locked user account 26-91

managing security alerts when using SSL connections 14-113

saving changes, problems 14-114

sign-in account errors 26-92

Tomcat service, verifying 26-94

Cisco Unified Real-Time Monitoring Tool (RTMT) 3-19

Cisco Unified Serviceability 3-19

Cisco Unity Diagnostic Tool

voice-recognition macro trace logs 24-76

voice-recognition micro trace logs 24-76

Cisco Utilities Database Link for Informix 3-20

Cisco Voice Technology Group Subscription tool 3-19

Connection cluster

Add New button disabled 13-109

both servers have Primary status 13-107

cannot access alert logs when publisher server is not functioning 13-109

cluster does not function correctly 13-107

server does not handle calls 13-105

Connection Serviceability 3-18

Connection SNMP Agent service, confirming configuration 30-115

cross-server sign-in

about 20-51

home server cannot be reached 20-52

user ID and PIN not accepted 20-52

users do not hear PIN prompt 20-51

cross-server transfers

about 20-51

call cannot be completed 20-53

callers prompted to leave a message 20-53

callers transferred to wrong user 20-53

CUDLI 3-20

Custom Key Map tool 23-68

D

Database Proxy 3-20

delayed messages 16-124

diagnostics

collecting from ViewMail for Outlook 17-23

IMAP client problems 8-63, 17-23

SpeechView transcriptions 18-30

directory handler 19-32

disappearing messages 16-124

E

emails, accessing in an external message store 6-33

encryption, troubleshooting when Cisco Unified CM encryption is configured for ports 9-79

English-United States language unavailable 12-101

error messages for Cisco PCA 26-91

error messages for Web Inbox 27-97

Exchange calendar, accessing calendar information 6-38

external message store, access to emails 6-33

external services

access to emails in an external message store 6-33

calendar integration 6-38

diagnostic tool 6-43

personal call transfer rules (PCTRs) 6-43, 8-69

Test button, diagnostic tool 6-43

F

fax

delivery to fax machine 5-27

delivery to users 5-25

notifications by Connection 5-29

quality 5-31

receipts 5-29

full-mailbox warnings 16-123

G

Grammar Statistics tool, accessing 3-17

greetings, busy greeting does not play 15-120

H

Help menu, long pauses when listening to 23-69

hostname entered does not match the remote site certificate 20-37

I

IMAP client, messages not received 17-18

IMAP email access to Connection

overview 17-17

with LDAP configured 17-18

without LDAP configured 17-17

integration

call control 9-72

calls not answered 9-83

calls not transferred to the correct greeting 15-117

calls to Cisco Unity Connection fail 9-72

Check Telephony Configuration test 9-71

Cisco Unified CM authentication or encryption 9-79

Cisco Unified CM through SCCP or SIP trunk 9-79

IP address, changing for Cisco Unified CM server 9-75

not answering calls 9-73

not answering some calls 9-73

port do not register 9-75, 9-77

ports repeatedly disconnect 9-75, 9-77

Remote Port Status Monitor 9-71

intersite networking, linking sites 20-36

K

key mapping problems 23-68

key presses (touchtones) 14-111

L

language (English-United States) unavailable 12-101

license, troubleshooting 12-101

M

mailboxes, warnings about full 16-123

Media Master

and phone device 28-106, 28-107

Apple Safari 28-105

display problems 28-104

Microsoft Internet Explorer 28-105

Mozilla Firefox 28-106

opening a file that is saved on a workstation 28-108

phone device ringing 28-107

MeetingPlace, accessing calendar information 6-38

MeetingPlace Express, accessing calendar information 6-38

message delivery problems 8-59, 17-20

message notifications

devices added are triggered at all hours 21-65

intermittent failure 21-64

missed attempts 21-59

nonfunctional 21-61

port configuration 21-57

repeat notifications 21-60

slow for a user 21-58

slow for multiple users 21-56

SMS 21-64

SMTP 21-64

messages

addressing 19-33

delayed 16-124

disappearing 16-124

intrasite or intersite networking, not received 20-44

intrasite or intersite networking, replies not delivered 20-44

limited to 30 seconds 12-101

networked message transport 20-43

received in email account 8-59, 17-20

recordings limited to 30 seconds 16-127

undeliverable 16-124

VPIM, incoming not received 20-45

VPIM, outgoing not received 20-45

Messaging Assistant

access problems 14-114

saving changes, problems 14-114

Messaging Inbox

access problems 14-114

saving changes, problems 14-114

Microsoft Internet Explorer, configuring for Media Master 28-105

Mozilla Firefox, configuring for Media Master 28-106

MWIs

causes for turning on and off 10-87

configuring port memory 10-91

delay turning on or off 10-92

deleting MWI ports when port memory is used 10-91

do not turn on or off 10-88

message count not given on the phone 10-93

synchronizing 10-90

turn on but not off 10-90

when to synchronize 10-90

N

networking, intersite

Cisco Unity users unable to address messages 20-41

directory synchronization problems between a Connection site and a Cisco Unity site 20-49

directory synchronization problems between two Connection sites 20-48

failed to assess the current network size 20-37, 20-38

hostname entered does not match the remote site certificate 20-37

linking sites 20-36

specified location is already part of the network 20-38

unable to contact the remote site 20-36

networking, intrasite

automatic replication stalled 20-47

directory synchronization problems 20-46

manual replication stalled 20-47

push and pull replication status mismatch 20-48

USN mismatch 20-46

networking, intrasite or intersite

addressing messages 20-39

Connection users unable to address messages 20-39

cross-server sign-in and transfer problems 20-51

message transport 20-43

message transport problems 20-44

replies to messages sent by remote senders not delivered 20-44

nondelivery receipts 22-66

P

passwords, effect that changing has on IMAP email client access to Connection 17-17

personal call transfer rules

access problems 14-114

access to calendar information 6-43, 8-69

call behavior, inconsistent 25-87

call holding unavailable 25-81

call looping during rule processing 25-87

call screening unavailable 25-81

Call Transfer Rule Tester, using 25-82

conditions related to meetings 25-83

destinations 25-81

destinations, editing prepopulated 25-81

performance counters 25-89

phone menu options 25-86

rule set failure 25-82

rules without a "from" condition, creating 25-82

saving changes, problems 14-114

settings unavailable 12-101, 25-80

Transfer All rule, failure 25-85

voice-recognition conversation problems 25-86

phone system integration

call control 9-72

calls not answered 9-83

calls not transferred to the correct greeting 15-117

calls to Cisco Unity Connection fail 9-72

Check Telephony Configuration test 9-71

Cisco Unified CM authentication or encryption 9-79

Cisco Unified CM through SCCP or SIP trunk 9-79

configuration for Phone View 29-111

IP address, changing for Cisco Unified CM server 9-75

not answering calls 9-73

not answering some calls 9-73

ports do not register 9-75, 9-77

ports repeatedly disconnect 9-75, 9-77

Remote Port Status Monitor 9-71

Phone View

application user configuration 29-110

phone system integration configuration 29-111

traces 29-112

user phone configuration 29-111

ports, troubleshooting when Cisco Unified CM authentication or encryption is configured 9-79

prompts, garbled or jitter 11-97

R

reconfiguring MWI ports when port memory is used 10-91

recordings

garbled audio stream 11-96

low volume 11-98

Remote Administration Tools 3-20

Remote Port Status Monitor 3-20

reorder tone, user hears when answering call from Connection 15-121

reports

Connection Reports Harvester Service, confirming 4-23

data collection cycle, adjusting 4-24

no data appears 4-23

S

security alerts, managing when using SSL connections 14-113

single inbox 8-49

slow delivery of messages 16-124

SMS notifications 21-64

SMTP notifications 21-64

SNMP

Connection SNMP Agent 30-115

SNMP community string 30-115

SNMP Master Agent 30-114

traces 30-115

specified location is already part of the network 20-38

SpeechView

basic configuration settings 18-24

confirming services 18-27

proxy server issues 18-25

SMTP configuration, verifying 18-27

task list for troubleshooting 18-24

transcription notifications 18-26, 18-29

transcription service configuration 18-25

user expectation issues 18-26

T

Task Management tool, accessing 3-18

Tomcat, verifying service started 26-94, 27-101

traces

accessing emails in an external message store 2-5

audio 2-4, 2-9

audio quality 11-99

backing up and restoring 2-14

calendar integration 2-4

call issues 2-9

call issues (micro traces) 2-4

Cisco Unified Serviceability traces for selected problems 2-13

Cisco Unity Connection Serviceability 2-10

Cisco Unity Connection Serviceability macro traces for selected problems 2-9

Cisco Unity Connection Serviceability micro traces for selected problems 2-4

client issues 2-9

client issues (micro traces) 2-4

Connection cluster 2-5

conversations 2-10

digital networking 2-11

enabling 2-11, 2-14

external services 2-4, 2-5, 2-7, 2-8

fax 2-5

LDAP 2-6, 2-14

messages 2-6, 2-10

MWIs 2-11

networking 2-7, 2-11

personal call transfer rules 2-7

personal call transfer rules, access to calendar information 6-43, 8-69

Phone View 2-8, 29-112

reports 2-8

restoring and backing up 2-14

RSS feeds 2-8

SNMP 2-8, 30-115

SpeechView, Transcriptions 2-8

startup issues 2-11

Test button (external service diagnostic tool) 6-43

Test button (external services and external service accounts) 2-8

Text to Speech 2-11

use for viewing WAV filenames 23-69

viewing trace logs 2-11, 2-14

VMREST 2-8

VPIM 2-7, 2-11

web application sign-in 2-14

Web Inbox 2-8

U

unable to contact the remote site 20-36

undeliverable messages 16-124

unified messaging 7-45, 8-49

user phone configuration for Phone View 29-111

users, locating

during message addressing 19-33

in a directory handler 19-32

utilities and tools

Cisco Unified Serviceability 3-19

Cisco Voice Technology Group Subscription Tool 3-19

Connection Serviceability 3-18

Grammar Statistics 3-17

Remote Port Status Monitor 3-20

RTMT 3-19

Task Management 3-18

utterance captures, using to diagnose voice-recognition problems 24-76

V

ViewMail for Outlook

collecting diagnostics 17-23

form does not appear 17-22

voice messaging ports, troubleshooting when Cisco Unified CM authentication or encryption is configured 9-79

voice-recognition conversation

confirmation confidence setting 24-75

Grammar Statistics tool 3-17

service not available 24-73

usernames not recognized 24-73

users hear phone keypad (touchtone) conversation 24-72

using diagnostic traces 24-75

using the Remote Port Status Monitor 24-77

using utterance captures 24-76

voice commands not recognized 24-74

VPIM

incoming messages not received 20-45

outgoing messages not received 20-45

users unable to address messages to specific recipients 20-42

users unable to blind address messages 20-43

W

WAV file, determining which is played 23-69

Web Inbox

Apache Tomcat errors 27-98

error messages 27-97

locked user account 27-97

No messages displayed 27-100, 27-102

Sent messages not displayed 27-100

sign-in account errors 27-98

Tomcat service, verifying 27-101

Unresponsive Flash Player dialog box 27-100