Troubleshooting Guide for Cisco Unified CallManager Release 5.0(2)
Chapter 9. Voice Messaging Issues
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Voice Messaging Issues

Table Of Contents

Voice Messaging Issues

Voice Messaging

Voice Messaging Stops After 30 Seconds

Unity Issues

Unity Does Not Roll Over: Receive Busy Tone

Calls Forwarded to Voice Messaging Are Treated as a Direct Call to Unity

Administrator Account Not Associated with Cisco Unity Subscriber

Noise in Recorded Message on Cisco Unity 3.1.2 or 3.1.3


Voice Messaging Issues


This section covers the solutions for the following most common voice messaging issues:

Voice Messaging

Unity Issues

Voice Messaging

For extensive troubleshooting information for Cisco Unity voice messaging, refer to the Cisco Unity Troubleshooting Guide at the following URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity31/tsg/tsg314/index.htm

For all documentation related to Cisco Unity, refer to the following URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/index.htm

Voice Messaging Stops After 30 Seconds

Symptom   

When running Cisco Unity 3.x with Cisco Unified CallManager, a caller only has 30 seconds in which to leave a voice-mail message.

Possible Cause   

This problem occurs when a caller is leaving a voice message and the call is terminated 30 seconds into the message. Reproduce this easily by dialing a valid extension/number and attempting to leave a voice message that is longer than 30 seconds.

Recommended Action   

1. To resolve this problem, verify that the Media Gateway Control Protocol (MGCP) is being used on the voice gateway.

2. If the MGCP is being used, add the no mgcp timer receive-rtcp command.

3. If MGCP is not on the voice gateway, enable Skinny traces for the Cisco Unity server and Cisco CallManager traces.

Refer to Configuring Unity Traces with MaestroTools.exe at the following URL:
http://www.cisco.com/warp/public/788/AVVID/unity_trace_maestrotools.html for further information on configuring Skinny traces in Cisco Unity 3.x and later.

Beginning with Cisco Unity 3.1, the Cisco Unity Diagnostic Tool replaces MaestroTools. For further information on utilizing this tool, refer to Cisco Unity Diagnostic Tool at the following URL:
http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity31/tsg/tsg31/tsg_0900.htm#xtocid13


Unity Issues

This section covers the following topics:

Unity Does Not Roll Over: Receive Busy Tone

Calls Forwarded to Voice Messaging Are Treated as a Direct Call to Unity

Administrator Account Not Associated with Cisco Unity Subscriber

Noise in Recorded Message on Cisco Unity 3.1.2 or 3.1.3

Unity Does Not Roll Over: Receive Busy Tone

Symptom   

Unity does not get past the first line and will not roll over to the second port.

Example

Call 5000 from 1001 
Get Unity 
Place the call on Hold 
Press New Call 
Dial 5000 
Get Busy tone 
Press End Call 
Press Resume Call 
Press End Call

Possible Cause   

Messaging Interface is configured with the same number as Unity (5000), and it is registering the intercept, so the call is hitting CMI.

Recommended Action   

Check the CMI service parameters to ensure that the voicemaildn is not configured.

Calls Forwarded to Voice Messaging Are Treated as a Direct Call to Unity

Symptom   

Unity version is 2.4.5.135, TSP is 6.0(1), and Cisco Unified CallManager is 3.1(31)spD.

Calls from one IP phone to another that are forwarded to voice messaging get treated as a direct call to Unity from the phone that is making the call. However, this only occurs if the digits are dialed but works properly (receiving the called-phone greeting) if the Redial softkey is pressed.

Possible Cause   

The logic in the TSP states that if the call is a forwarded call and the originalCalledPartyName is "Voicemail," then mark the call as a direct call. This was done for failover Unity systems using Cisco Unified CallManager.

Recommended Action   

1. On the Cisco Unified CallManager server, change the name of the Display field on the Cisco Voice Mail ports to anything other than "VoiceMail."

2. On the Unity server, add a new Registry string value of HKLM\Software\ActiveVoice\AvSkinny\voiceMail display Name= anything other than VoiceMail.


Administrator Account Not Associated with Cisco Unity Subscriber

Symptom   

While attempting to access the System Administrator (SA) page, you receive an error stating that the administrator account is not associated with the Unity subscriber.

Possible Cause   

Access was not configured for the user.

Recommended Action   

1. To gain appropriate rights to access the SA page, you must run the GrantUnityAccess utility. Locate this tool at C:\commserver\grantunityaccess.exe


Note For more information about the GrantUnityAccess utility, refer to Granting Administrative Rights to Other Cisco Unity Servers at the following URL:
http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity31/sag/sag312/sag_0255.htm#xtocid8


2. If you run this utility with no options, the instructions should display. The normal use of this tool provides the domain/alias of the account that is to have access to the SA, and then provides information about from which account to copy those rights.

For example, if the alias of the user to whom you want to give administration rights is TempAdministrator and your domain name is MyDOMAIN, you would use the following command at the DOS prompt:
GrantUnityAccess -u MyDOMAIN\TempAdministrator -s Installer -f.

The installer account designates a special account that always has administration rights but is not created in the directory itself; it is local to the SQL database only.


Noise in Recorded Message on Cisco Unity 3.1.2 or 3.1.3

Symptom   

This problem occurs only if the registry setting values for Automatic Gain Control (AGC) are set incorrectly. The bad values are usually

AGCsamplesize is 4e20 hex (20000 decimal) and should be 1f40 hex (8000 decimal).

AGCgainthreshold is 28 hex (40 decimal) and should be 5 hex (5 decimal).

Possible Cause   

In some cases on Cisco Unity 3.1.2 servers, and possibly 3.1.3 upgraded servers, the AGC registry settings are set to the incorrect values. These incorrect settings can cause loud white noise in the following situations:

At the beginning of a message.

Within the message when the user stops talking while recording the message.

At the end of the message.

Recommended Action    Corrective Action

Changing the registry settings to the correct values eliminates the problem. For detailed information, refer to the Cisco Unity product documentation at the following URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/index.htm