Troubleshooting Guide for Cisco Unified CallManager Release 5.0(2)
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A

Table Of Contents

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

A

access denied

troubleshooting 6

administration page not displaying

troubleshooting 3

administrator account not associated with Cisco Unity subscriber 3

admission rejects 18

allowing remote access, how to 4

analyzing captured packets 8

assistant assignment does not change as expected 11

assistant console displays error

Cisco IPMA service unreachable 9

assistant proxy lines contain blank fields for manager 12

attachments, reports 4

attendant cannot access server error message displays 3

authentication error 24

automatic installation of MS Virtual Machine is no longer provided for download 8

B

barge, troubleshooting 22

B-channel remains locked when restart_ack does not contain channel IE, troubleshooting 19

C

call flow traces 9, 1

caller misses availability notification before phone reset 27

calling party and Cisco CRA do not have common codec 22

Calling Search Space 3

calls do not get routed when filtering is on or off 13

calls forwarded to voice mail treated as direct call

troubleshooting 2

cannot search for Unicode languages 10

captured packets, analyzing 8

Case Study

troubleshooting CiscoUnifiedIP Phone calls 1

troubleshooting CiscoUnifiedIPPhone-to-CiscoIOS Gateway calls 1

CCO cases

opening a case 4

Cisco CallManager Extension Mobility

error clearing 2

Cisco CTIManager down 25

Cisco discovery protocol support 18

Cisco Extension Mobility

troubleshooting 1

Cisco Live!

reporting a case 4

Cisco product security overview xvii

Cisco Secure Telnet

design 5

overview 10

server access 5

structure 6

system 6

Cisco Syslog Analysis

Cisco Syslog Analyzer 18

Cisco Syslog Analyzer Collector 18

Cisco Technical Support website xix

Cisco Unity does not rollover

troubleshooting 2

CiscoIOS Gateway

T1/CAS interface 9

T1/PRI interface 8

Cisco Secure Telnet 10

CiscoUnified CallManager

administration page does not display 3

Assistant

troubleshooting 5

assistant troubleshooting tools and client desktop 5

Attendant Console Issues

collecting server logs 11

directory issues 7

initialization of telephony errors 1

interface issues 9

problems making and receiving calls 4

serviceability does not generate JTAPI logs 11

troubleshooting 1

voice mail issues 8

Auto Attendant

troubleshooting 18

automated attendant prompt is not played 19

Extension Mobility

general problems, clearing 1

initialization process 3

intracluster call flow traces 5

keepalive process 5

registration process 4

RTMT collect crash dump 24

RTMT collect files 23

RTMT schedule collection 22

RTMT trace & log central 21

service, overview 1

Serviceability does not generate JTAPI logs 11

services issues 1

system issues 1

system not responding 1

system stops responding 2

troubleshooting tools 8

CiscoUnifiedIP Phone

initialization process 2

troubleshooting audio problems 3

CiscoWorks2000 18

codec and region mismatches 10

collecting

debugs 2

sniffer traces 1

collecting server logs 11

collecting traces 2

Command Line Interface 11

common troubleshooting tasks 21

compatibility matrix

hardware and software 3

configuration checklist for packet capturing 3

configuring packet capturing

gateway and trunk configuration windows 6

phone configuration window 5

service parameters 4

configuring troubleshooting

Perfmon data logging 16

correcting audio problems from the CiscoIP Phone 3

D

debug messages and show commands

CiscoIOS Gatekeeper 4

CiscoIOS Gateway 5

debugs

collecting 2

definitions of service request severity xix

destination not reachable 26

device issues 1

troubleshooting 1

diagnosing

slow server response 9

dial by name does not find specified user 20

dial plan issues 3

dial plans and routing issues 1

digits entered, but announcement continues 21

directory issues 7, 1

troubleshooting 1

directory numbers appear in an unknown line state 10

directory service down 25

directory window does not display users 7

domain names 3

dropped calls 11

E

echo 5

encryption

troubleshooting SRTP/SCCP 3

error

Cisco CallManager Extension Mobility 2

error accessing CiscoUnified CallManager administration page 4

error messages for Cisco Call Back 28

exception

java.lang.ClassNotFoundException

InstallerApplet.class 7

F

failed call flow 10

failed to open device/line 26

features

troubleshooting 1

firewall protection 5

G

gatekeeper issues 18

gateway issues 12

gateway registration failure 13

gateway reorder tone 12

general model of problem solving 3

group pickup configuration 3

guidelines

problem solving 3

H

hardware and software

compatibility matrix 3

hardware and software compatibility 3

hardware transcoder not working as expected 2

how to

access the database 22

change debug levels for traces 24

collect logs and trace files 21

free up space on the hard disk 23

look at core files 23

look at netstats 24

reboot the CiscoUnified CallManager server 24

schedule collection of logs and trace files 22

I

immediate divert

troubleshooting 23

improper network setting exists in the remote machine 7

incorrect voice mail greeting played 8

initialization of call control fails 2

initialization of telephony errors 1

initialization of telephony fails 1

intercluster H.323 communication 9

intercluster trunks or H.225 trunks 18

IP Telephony networks

troubleshooting 4

IP-IVR server does not start after CiscoUnified CallManager upgrade 18

IPMAConsoleInstall.jsp displays error

exception while getting service parameters 6

no page found error 6

J

JTAPI logs do not generate 11

JTAPI subsystem

is in PARTIAL_SERVICE 13, 19

is OUT_OF_SERVICE 10

startup problems 9

K

key is not active 23

L

lack of resources 2

line not available 5

lines disabled on phone 6

locating the Cisco Call Back log files 28

location and bandwidth 10

logs

echo log 5

lost or distorted audio 2

M

manager cannot intercept calls ringing on Assistant proxy line 17

manager is logged out while the service is still running 16

manager or assistant search is slow 12

mismatched duplex port settings 9

MIVR-SS_TEL-1-ModuleRunTimeFailure 12

MIVR-SS_TEL-4-ModuleRunTimeFailure 10

monitoring

performance

CiscoUnified CallManager 11

N

name to address resolution failing 5

troubleshooting 5

near-term security solutions 14

network failure preparation 3

network layout 2

new manager is not created as expected 11

no conference bridge available 1, 22

no connectivity

remote server 7

no supplementary services available on an established call 4

noise in recorded message on Cisco Unity 3.1.2 or 3.1.3 4

O

obtaining additional publications and information xx

obtaining documentation xvi

obtaining technical assistance xviii

one-way audio or no audio 6

open a TAC case

required information 2

opening a case with TAC 1

opening a CCO case

url location 4

ordering documentation xvii

overview 18

Cisco Secure Telnet 10

CiscoWorks2000 18

of Cisco Unified CallManager 1

serviceability 2

troubleshooting 1

P

packet capturing

analyzing 8

configuration checklist (table) 3

configuration settings 7

overview 3

service parameters 4

settings 7

partitioning 3

performance

monitoring

CiscoUnified CallManager 11

tool

function 11

statistics monitor and display 11

phone issues 10

phone resets 11

port 80 blocked

troubleshooting 6

problem solving

guidelines 3

problems

displaying or adding users 5

making and receiving calls 4

using Attendant Console Interface 9

using cisco call back 26

when dialing a number 3

R

registration rejects 19

remote access 4

remote server

no connectivity 7

replication fails between publisher and subscriber 8

replication failure

troubleshooting 8

reporting security problems in Cisco products xviii

required information

open a TAC case 2

route partitions and calling search spaces 1

S

sample topology of intracluster ciscoipphone-to-ciscoip phone calls 2

secure dial plan 5

security

troubleshooting 14

packet capturing 3

security, firewall integrity 5

self-starting processes 3

service temporarily unavailable 24

serviceability

GUI and CLI Commands 19

overview 2

tools 8

session expired, please login again 25

slow server response 9

sniffer traces

collecting 1

SNMP

defined 19

remote monitoring with 19

support 19

solution to collect all server logs 12

speed dial and directory windows display incorrect line state 10

submitting a service request xix

subscriber stops replicating data from the publisher 8

summary of CLI commands and GUI selections 20

syslog

analysis

described 18

system issues

troubleshooting 1

system log management 18

system logging

described 18

system not responding

troubleshooting 1, 2

T

TAC

allowing remote access 4

Cisco Live! 4

required information 2

TAC case

attaching reports 4

TAC web 3

url location 3

Telnet

Cisco Secure Telnet 10

Telnet, Cisco Secure

design 5

structure 5

temporary failure 23

testing

gateways 5

text displays incorrect language 9

tips

troubleshooting 25

tools

troubleshooting 1, 8

troubleshooting

access denied 6

administration page not displaying 3

administrator account not associated with Cisco Unity subscriber 3

admission rejects 18

ARJs 18

audio problems from Cisco Unified IP Phone 3

barge 22

B-channel remains locked when restart_ack does not contain channel IE 19

calling search spaces 1

Cisco Call Back 26

Cisco CallManager Extension Mobility 2

Cisco Extension Mobility 1

Cisco Unified CallManager AA 18

Cisco Unified CallManager Assistant 5

Cisco Unified CallManager Attendant Console 1

Cisco Unified CallManager system not responding 1

CiscoExtension Mobility 1

error messages 2

CiscoUnifiedCallManager AutoAttendant 18

CiscoUnifiedIP Phone calls

intercluster 9

intracluster 1

Cisco WebDialer 24

codec and region mismatches 10

device issues 1

dial plan problems 3

directory issues 1

dropped calls 11

echo 5

error messages that display on the phone 2

features 1

features and services 1

gatekeeper issues 18

gateway registration failure 13

gateway reorder tone issues 12

H.225 gateway 18

immediate divert 23

inter-cluster trunks 18

IP Telephony networks 4

location and bandwidth issues 10

lost or distorted audio problems 2

name to address resolution failing 5

no connectivity to other devices 7

noise in recorded message 4

not authorized to view page 4

one-way or no audio 6

opening a case 4

opening a case with TAC 1

overview 1

Perfmon data logging

configuring 16

parameters 16

viewing log files 17

phone resets 10

port 80 blocked 6

registration rejects 19

remote access for TAC 4

replication failure 8

required preliminary information 2

route partition problems 1

RRJs 19

secure dial plans 5

security 14

analyzing captured packets 8

packet-capturing configuration checklist (table) 3

packet-capturing configuration settings 7

packet-capturing service parameters 4

SRTP/SCCP overview 3

sending attachments to TAC 4

system issues 1

system stops responding 2

TAC url location 3

tips 25

tools 1, 8

unity does not rollover 2

using Cisco Live! 4

voice mail stops after 30 seconds 1

voice messaging 1

voice quality issues 1

WebDialer 24

troubleshooting server without root access 19

troubleshooting tasks

common 21

U

unable to communicate with Attendant Console server 9

unable to place calls to pilot point 4

Unity does not roll over

receive busy tone 2

Unity issues 2

updated user information is lost 15

uploaded the spoken name, but it is not used 20

URL location

opening a CCO case 4

TAC web 3

User authentication fails 8

User not logged in on any device 25

User presses callback softkey before phone rings. 27

User unplugs or resets phone after pressing the CallBack softkey but before Call Back occurs. 27

V

verify CiscoUnified CallManager services are running 26

viewing Perfmon log files with Microsoft performance tool 17

voice mail Issues 8

voice mail stops after 30 seconds

troubleshooting 1

voice messaging

troubleshooting 1

voice messaging issues 1

voice messaging stops after 30 seconds 1

voice quality 1

W

WebDialer

troubleshooting 24

Y

you are not authorized to view this page 4

you attempted to access a machine where access is explicitly denied 6