Troubleshooting Guide for Cisco Unity Connection Release 9.x
Index
Downloads: This chapterpdf (PDF - 249.0KB) The complete bookPDF (PDF - 3.63MB) | Feedback

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 20-6

intrasite or intersite networking problems 20-4

networked messages 20-4

to local recipients 19-2

VPIM messages and blind addressing, problems 20-8

VPIM messages to specific recipients, problems 20-8

Apache Tomcat

and CPCA errors 27-3

and Web Inbox errors 28-3

service, verifying 27-5, 28-6

Apple Safari, configuring for Media Master 30-2

audio quality

Check Telephony Configuration test 11-1

choppy audio 11-2

garbled prompts 11-3

garbled recordings 11-2

low volume of recordings 11-4

prompts with jitter 11-3

traces 11-5

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

B

blind addressing, VPIM 20-8

busy greeting, does not play 15-4

C

calendar integrations

Connection 8.0 6-6

Connection 8.5 and later 7-15

call control 9-2

Call Transfer Rule Tester 26-3

call transfers, fail for Cisco Unified CM Express SCCP integrations 15-5

changing passwords, effect on IMAP email client access to Connection 17-2

Cisco PCA

access problems 14-2, 14-4

Apache Tomcat errors 27-3

error messages 27-2

locked user account 27-2

managing security alerts when using SSL connections 14-3

saving changes, problems 14-4

sign-in account errors 27-3

Tomcat service, verifying 27-5

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

Cisco Unified Serviceability 3-3

Cisco Unity Diagnostic Tool

voice-recognition macro trace logs 25-5

voice-recognition micro trace logs 25-5

Cisco Utilities Database Link for Informix 3-4

Cisco Voice Technology Group Subscription tool 3-3

Connection cluster

Add New button disabled 13-5

both servers have Primary status 13-3

cannot access alert logs when publisher server is not functioning 13-6

cluster does not function correctly 13-4

server does not handle calls 13-1

Connection Serviceability 3-2

Connection SNMP Agent service, confirming configuration 32-2

cross-server sign-in

about 20-16

home server cannot be reached 20-17

user ID and PIN not accepted 20-17

users do not hear PIN prompt 20-17

cross-server transfers

about 20-16

call cannot be completed 20-19

callers prompted to leave a message 20-18

callers transferred to wrong user 20-18

CUDLI 3-4

Custom Key Map tool 24-1

D

Database Proxy 3-4

delayed messages 16-2

diagnostics

collecting from ViewMail for Outlook 17-8

IMAP client problems 7-14, 17-8

SpeechView transcriptions 18-7

directory handler 19-1

disappearing messages 16-2

E

emails, accessing in an external message store 6-1

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

English-United States language unavailable 12-1

error messages for Cisco PCA 27-2

error messages for Web Inbox 28-2

Exchange calendar, accessing calendar information 6-6

external message store, access to emails 6-1

external services

access to emails in an external message store 6-1

calendar integration 6-6

diagnostic tool 6-11

personal call transfer rules (PCTRs) 6-11, 7-20

Test button, diagnostic tool 6-11

F

fax

delivery to fax machine 5-3

delivery to users 5-1

notifications by Connection 5-5

quality 5-7

receipts 5-5

full-mailbox warnings 16-1

G

Grammar Statistics tool, accessing 3-1

greetings, busy greeting does not play 15-4

H

Help menu, long pauses when listening to 24-2

hostname entered does not match the remote site certificate 20-3

I

IMAP client, messages not received 17-3

IMAP email access to Connection

overview 17-2

with LDAP configured 17-3

without LDAP configured 17-2

integration

call control 9-2

calls not answered 9-13

calls not transferred to the correct greeting 15-1

calls to Cisco Unity Connection fail 9-2

Check Telephony Configuration test 9-1

Cisco Unified CM authentication or encryption 9-9

Cisco Unified CM through SCCP or SIP trunk 9-9

IP address, changing for Cisco Unified CM server 9-5

not answering calls 9-3

not answering some calls 9-3

port do not register 9-5, 9-7

ports repeatedly disconnect 9-5, 9-7

Remote Port Status Monitor 9-1

intersite networking, linking sites 20-1, 21-3

K

key mapping problems 24-1

key presses (touchtones) 14-1

L

language (English-United States) unavailable 12-1

license, troubleshooting 12-1

M

mailboxes, warnings about full 16-1

Media Master

and phone device 30-3, 30-4

Apple Safari 30-2

display problems 30-1

Microsoft Internet Explorer 30-2

Mozilla Firefox 30-3

opening a file that is saved on a workstation 30-5

phone device ringing 30-4

MeetingPlace, accessing calendar information 6-6

MeetingPlace Express, accessing calendar information 6-6

message delivery problems 7-11, 17-5

message notifications

devices added are triggered at all hours 22-10

intermittent failure 22-9

missed attempts 22-4

nonfunctional 22-6

port configuration 22-2

repeat notifications 22-5

slow for a user 22-3

slow for multiple users 22-1

SMS 22-9

SMTP 22-9

messages

addressing 19-2

delayed 16-2

disappearing 16-2

intrasite or intersite networking, not received 20-9

intrasite or intersite networking, replies not delivered 20-10

limited to 30 seconds 12-1

networked message transport 20-9

received in email account 7-11, 17-5

recordings limited to 30 seconds 16-5

undeliverable 16-2

VPIM, incoming not received 20-10

VPIM, outgoing not received 20-11

Messaging Assistant

access problems 14-4

saving changes, problems 14-4

Messaging Inbox

access problems 14-4

saving changes, problems 14-4

Microsoft Internet Explorer, configuring for Media Master 30-2

Mozilla Firefox, configuring for Media Master 30-3

MWIs

causes for turning on and off 10-1

configuring port memory 10-5

delay turning on or off 10-6

deleting MWI ports when port memory is used 10-5

do not turn on or off 10-2

message count not given on the phone 10-7

synchronizing 10-4

turn on but not off 10-4

when to synchronize 10-4

N

networking, intersite

Cisco Unity users unable to address messages 20-6

directory synchronization problems between a Connection site and a Cisco Unity site 20-14

directory synchronization problems between two Connection sites 20-13

failed to assess the current network size 20-3

hostname entered does not match the remote site certificate 20-3

linking sites 20-1, 21-3

specified location is already part of the network 20-4

unable to contact the remote site 20-1

networking, intrasite

automatic replication stalled 20-12

directory synchronization problems 20-11

manual replication stalled 20-13

push and pull replication status mismatch 20-13

USN mismatch 20-12

networking, intrasite or intersite

addressing messages 20-4

Connection users unable to address messages 20-4

cross-server sign-in and transfer problems 20-16

message transport 20-9

message transport problems 20-9

replies to messages sent by remote senders not delivered 20-10

nondelivery receipts 23-1

P

passwords, effect that changing has on IMAP email client access to Connection 17-2

personal call transfer rules

access problems 14-4

access to calendar information 6-11, 7-20

call behavior, inconsistent 26-8

call holding unavailable 26-2

call looping during rule processing 26-8

call screening unavailable 26-2

Call Transfer Rule Tester, using 26-3

conditions related to meetings 26-4

destinations 26-2

destinations, editing prepopulated 26-2

performance counters 26-9

phone menu options 26-7

rule set failure 26-3

rules without a "from" condition, creating 26-3

saving changes, problems 14-4

settings unavailable 12-1, 26-1

Transfer All rule, failure 26-6

voice-recognition conversation problems 26-7

phone system integration

call control 9-2

calls not answered 9-13

calls not transferred to the correct greeting 15-1

calls to Cisco Unity Connection fail 9-2

Check Telephony Configuration test 9-1

Cisco Unified CM authentication or encryption 9-9

Cisco Unified CM through SCCP or SIP trunk 9-9

configuration for Phone View 31-2

IP address, changing for Cisco Unified CM server 9-5

not answering calls 9-3

not answering some calls 9-3

ports do not register 9-5, 9-7

ports repeatedly disconnect 9-5, 9-7

Remote Port Status Monitor 9-1

Phone View

application user configuration 31-1

phone system integration configuration 31-2

traces 31-3

user phone configuration 31-2

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

prompts, garbled or jitter 11-3

R

reconfiguring MWI ports when port memory is used 10-5

recordings

garbled audio stream 11-2

low volume 11-4

Remote Administration Tools 3-4

Remote Port Status Monitor 3-4

reorder tone, user hears when answering call from Connection 15-5

reports

Connection Reports Harvester Service, confirming 4-1

data collection cycle, adjusting 4-2

no data appears 4-1

S

security alerts, managing when using SSL connections 14-3

single inbox 7-1

slow delivery of messages 16-2

SMS notifications 22-9

SMTP notifications 22-9

SNMP

Connection SNMP Agent 32-2

SNMP community string 32-2

SNMP Master Agent 32-1

traces 32-2

specified location is already part of the network 20-4

SpeechView

basic configuration settings 18-1

confirming services 18-4

proxy server issues 18-2

SMTP configuration, verifying 18-4

task list for troubleshooting 18-1

transcription notifications 18-3, 18-6

transcription service configuration 18-2

user expectation issues 18-3

T

Task Management tool, accessing 3-2

Tomcat, verifying service started 27-5, 28-6

traces

accessing emails in an external message store 2-3

audio 2-2, 2-7

audio quality 11-5

backing up and restoring 2-12

calendar integration 2-2

call issues 2-7

call issues (micro traces) 2-2

Cisco Unified Serviceability traces for selected problems 2-11

Cisco Unity Connection Serviceability 2-8

Cisco Unity Connection Serviceability macro traces for selected problems 2-7

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

client issues 2-7

client issues (micro traces) 2-2

Connection cluster 2-3

conversations 2-8

digital networking 2-9

enabling 2-9, 2-12

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

fax 2-3

LDAP 2-4, 2-12

messages 2-4, 2-8

MWIs 2-9

networking 2-5, 2-9

personal call transfer rules 2-5

personal call transfer rules, access to calendar information 6-11, 7-20

Phone View 2-6, 31-3

reports 2-6

restoring and backing up 2-12

RSS feeds 2-6

SNMP 2-6, 32-2

SpeechView, Transcriptions 2-6

startup issues 2-9

Test button (external service diagnostic tool) 6-11

Test button (external services and external service accounts) 2-6

Text to Speech 2-9

use for viewing WAV filenames 24-2

viewing trace logs 2-9, 2-12

VMREST 2-6

VPIM 2-5, 2-9

web application sign-in 2-12

Web Inbox 2-6

U

unable to contact the remote site 20-1

undeliverable messages 16-2

unified messaging 7-1, 8-1

user phone configuration for Phone View 31-2

users, locating

during message addressing 19-2

in a directory handler 19-1

utilities and tools

Cisco Unified Serviceability 3-3

Cisco Voice Technology Group Subscription Tool 3-3

Connection Serviceability 3-2

Grammar Statistics 3-1

Remote Port Status Monitor 3-4

RTMT 3-3

Task Management 3-2

utterance captures, using to diagnose voice-recognition problems 25-5

V

ViewMail for Outlook

collecting diagnostics 17-8

form does not appear 17-7

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

voice-recognition conversation

confirmation confidence setting 25-4

Grammar Statistics tool 3-1

service not available 25-2

usernames not recognized 25-2

users hear phone keypad (touchtone) conversation 25-1

using diagnostic traces 25-4

using the Remote Port Status Monitor 25-6

using utterance captures 25-5

voice commands not recognized 25-3

VPIM

incoming messages not received 20-10

outgoing messages not received 20-11

users unable to address messages to specific recipients 20-8

users unable to blind address messages 20-8

W

WAV file, determining which is played 24-2

Web Inbox

Apache Tomcat errors 28-3

error messages 28-2

locked user account 28-2, 29-2

No messages displayed 28-5, 28-7

Sent messages not displayed 28-6

sign-in account errors 28-3, 29-4

Tomcat service, verifying 28-6

Unresponsive Flash Player dialog box 28-5