Troubleshooting Guide for Cisco Unity Connection Release 9.x
Troubleshooting User and Administrator Access in Cisco Unity Connection 9.x
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Troubleshooting User and Administrator Access in Cisco Unity Connection 9.x

Table Of Contents

Troubleshooting User and Administrator Access in Cisco Unity Connection 9.x

Cisco Unity Connection 9.x Does Not Respond to Key Presses

Users Do Not Hear Sign-in Prompt When Calling Cisco Unity Connection 9.x

Users Cannot Access Cisco Personal Communications Assistant Pages in Cisco Unity Connection 9.x

Security Alert Displayed When Users Access Cisco Personal Communications Assistant Pages in Cisco Unity Connection 9.x

Users Cannot Access the Connection Web Tools from the Cisco PCA in Cisco Unity Connection 9.x

Users Cannot Save Changes on Pages in the Cisco PCA in Cisco Unity Connection 9.x

Administration Accounts Cannot Sign In to Cisco Unified Serviceability When the Default Application Administration Account Is Locked

"Access Denied" Error is Displayed on Cisco Unity Connection Administration


Troubleshooting User and Administrator Access in Cisco Unity Connection 9.x


See the following sections for information on problems that can occur when users and administrators access Cisco Unity Connection:

Cisco Unity Connection 9.x Does Not Respond to Key Presses

Users Do Not Hear Sign-in Prompt When Calling Cisco Unity Connection 9.x

Users Cannot Access Cisco Personal Communications Assistant Pages in Cisco Unity Connection 9.x

Security Alert Displayed When Users Access Cisco Personal Communications Assistant Pages in Cisco Unity Connection 9.x

Users Cannot Access the Connection Web Tools from the Cisco PCA in Cisco Unity Connection 9.x

Users Cannot Save Changes on Pages in the Cisco PCA in Cisco Unity Connection 9.x

Administration Accounts Cannot Sign In to Cisco Unified Serviceability When the Default Application Administration Account Is Locked

Cisco Unity Connection 9.x Does Not Respond to Key Presses

When Cisco Unity Connection is integrated by SCCP to Cisco Unified Communications Manager, Cisco Unity Connection may not respond to key presses.

In certain situations, DTMF digits are not recognized when processed through VoIP dial-peer gateways. To avoid this problem, certain gateways must be configured to enable DTMF relay. The DTMF relay feature is available in Cisco IOS software version 12.0(5) and later.

Cisco IOS software-based gateways that use H.245 out-of-band signaling must be configured to enable DTMF relay.

The Catalyst 6000 T1/PRI and FXS gateways enable DTMF relay by default and do not need additional configuration to enable this feature.

To Enable DTMF Relay


Step 1 On a VoIP dial-peer servicing Cisco Unity Connection, use the following command:

dtmf-relay h245-alphanumeric

Step 2 Create a destination pattern that matches the Cisco Unified CM voicemail port numbers. For example, if the system has voicemail ports 1001 through 1016, enter the dial-peer destination pattern 10xx.

Step 3 Repeat Step 1 and Step 2 for all remaining VoIP dial-peers servicing Connection.


Users Do Not Hear Sign-in Prompt When Calling Cisco Unity Connection 9.x

When a user calls Cisco Unity Connection directly and unexpectedly hears the Opening Greeting or another prompt rather than the sign-in prompt, the problem can be caused by either of the following:

The call matched a direct call routing rule other than the Attempt Sign-In rule, and the rule directed the call to a destination other than the Attempt Sign-In conversation.

The calling extension is not found in the search scope set by the call routing rule that sent the call to the Attempt Sign-In conversation.

Connection uses the search scope of the call when it reaches the Attempt Sign-In conversation to identify which user is attempting to sign in. If the user extension is in a partition that is not a member of the search space that is assigned as the search scope of the call by the routing rule, Connection routes the call to the Opening Greeting.

To resolve this problem, in Cisco Unity Connection Administration, check the direct call routing rules to determine which rule is processing the call and to check the search scope that is set by the rule. You can also enable the Arbiter micro trace (levels 14, 15, and 16 call routing), the RoutingRules micro trace (level 11 rules creation/deletion/evaluation) and the CDE micro trace (level 4 search space). (For detailed instructions on turning on traces and collecting logs, see the "Diagnostic Traces in Cisco Unity Connection 9.x" chapter.

Users Cannot Access Cisco Personal Communications Assistant Pages in Cisco Unity Connection 9.x

Users use the Cisco Personal Communications Assistant (PCA) website to access the Messaging Assistant, and the Cisco Unity Connection Personal Call Transfer Rules pages.

When a user cannot access the Cisco PCA pages, consider the following possible causes.

The Cisco PCA URL is case-sensitive—Users can access the Cisco PCA at the following URL: http://<Cisco Unity Connection server>/ciscopca. Note, however, that the URL is case-sensitive.

The browser or client configuration is not configured properly—When a user cannot access any of the Cisco PCA pages, it may be that the user browser or client workstation is not configured properly. Make sure that the browser and client workstation are configured as specified in the User Workstation Setup Guide for Cisco Unity Connection Release 9.x. The guide is available at http://www.cisco.com/en/US/docs/voice_ip_comm/connection/9x/user_setup/guide/9xcucuwsx.html.

Unsupported software is installed on the client workstation—Confirm that the user does not have an unsupported combination of software or an unsupported third-party application installed on the workstation. See the Compatibility Matrix: Cisco Unity Connection and the Software on User Workstations, available at http://www.cisco.com/en/US/docs/voice_ip_comm/connection/compatibility/matrix/cucclientmtx.html.

Additional troubleshooting information and procedures for the Cisco PCA are available in the "Troubleshooting the Cisco Personal Communications Assistant (PCA) in Cisco Unity Connection 9.x" chapter.

Also note that the users can access the Web Inbox URL, and link to the Messaging Assistant and Cisco Unity Connection Personal Call Transfer Rules pages from there. The Web Inbox URL is http://<Connection server>/inbox.

Security Alert Displayed When Users Access Cisco Personal Communications Assistant Pages in Cisco Unity Connection 9.x

If you use the self-signed certificate generated during installation to provide an SSL connection to the Cisco PCA, the web browser of the user displays a message to alert the user that the authenticity of the site cannot be verified, and therefore its content cannot be trusted. Similarly, if you use a self-signed SSL certificate to secure IMAP email client access to Connection, some email clients supported for use with Connection display SSL security messages.

Although users can still access Connection despite the alerts, consider one of the following options to manage or eliminate security alerts when users browse to Cisco PCA and/or access their messages from an IMAP email client:

Add the SSL certificate to the Trusted Root Store on each user workstation. In this way, you can ensure that users never see the security alert. See the following "To Add the SSL Certificate to the Trusted Root Store on User Workstations" procedure.

Tell users to select the "Accept Permanently" (or similar) option when the browser or email client displays the alert and asks them how to proceed. After instructing the browser and/or email client to always accept the certificate, the user will not see the alert again.

Do the following procedure if you want users to never see the security alert.

To Add the SSL Certificate to the Trusted Root Store on User Workstations


Step 1 From the OS Administration application on the Cisco Unity Connection server, right-click to download the certificate and save it as a file.

Step 2 Copy the certificate to each user workstation, and then import it by using tools in the browser or IMAP client, as applicable.


Users Cannot Access the Connection Web Tools from the Cisco PCA in Cisco Unity Connection 9.x

When users can access the Cisco Personal Communications Assistant (PCA), but cannot access the Messaging Assistant, or the Cisco Unity Connection Personal Call Transfer Rules, consider the following possible causes:

In order to access the Messaging Assistant, users must be given the proper class of service rights on the Class of Service > Edit Class of Service page or the Class of Service > New Class of Service page in Cisco Unity Connection Administration. The class of service that the user is assigned to must have the "Allow Users to Use the Messaging Assistant" setting enabled.


Note Web Inbox has replaced the Messaging Inbox. See the "Troubleshooting the Web Inbox in Cisco Unity Connection" chapter for Web Inbox troubleshooting information.


In order to access the Cisco Unity Connection Personal Call Transfer Rules, users must be given the proper class of service rights on the Class of Service > Edit Class of Service page or the Class of Service > New Class of Service page in Cisco Unity Connection Administration. The class of service that the user is assigned to must have the "Allow Users to Use Personal Call Transfer Rules" setting enabled.

Users Cannot Save Changes on Pages in the Cisco PCA in Cisco Unity Connection 9.x

When user browser settings are set to cache temporary Internet pages automatically, users can create a bookmark or favorite to access a Messaging Assistant, or Cisco Unity Connection Personal Call Transfer Rules web page. However, the page is read-only. Explain to users that they should bookmark the Cisco PCA home page rather than individual pages. Also note that users should not change their browser settings as a workaround; when the browser is not set to automatically check for newer versions of temporary Internet files, the Media Master control is not displayed correctly.

Administration Accounts Cannot Sign In to Cisco Unified Serviceability When the Default Application Administration Account Is Locked

When the default application administration account is locked, for example, because the password has expired or because of too many unsuccessful sign in attempts, no application administration account is allowed to sign in to Cisco Unified Serviceability. (You specify the account name and password for the default application administration account during installation, and you create and administer additional application administration accounts in Cisco Unity Connection Administration.)

To unlock the account, change the password by using the utils cuc reset password CLI command. Changing the password also unlocks the account. (If an account has been hacked, you do not want to unlock it without also changing the password.)

"Access Denied" Error is Displayed on Cisco Unity Connection Administration

If you receive "Access Denied" error on the Cisco Unity Connection Administration, make sure that you have not used the keywords (update, delete, insert, and union) along with some other characters at the end in the display name of an object. For example, if you enter "updateschedule" in the display name of a Schedule, it will throw "Access Denied" error. To resolve this issue, remove "schedule" from the display name.