Troubleshooting Guide for Cisco Unity Release 5.x (With Microsoft Exchange)
Networking
Downloads: This chapterpdf (PDF - 255.0KB) The complete bookPDF (PDF - 5.24MB) | Feedback

Networking

Table Of Contents

Networking

VPIM Networking

The Voice Connector Cannot Log On or Messages Are Accumulating in the Queue

AMIS Networking

AMIS Messages Are Not Delivered Promptly

AMIS Messages Are Not Delivered at All

Double-Checking Newly Configured Systems

Troubleshooting AMIS Message Delivery

Enabling Logs and Traces

Following the Outbound AMIS Message Flow

Following the Inbound AMIS Message Flow

Gathering Logs and Resetting Traces to Default Values

"C" and "D" DTMF Hang-Up Tones Cause AMIS Calls to Fail

Advanced Troubleshooting: Viewing the Frames and Digits in an AMIS Call

AMIS Troubleshooting Procedures


Networking


Cisco Unity supports the Audio Messaging Interchange Specification analog (AMIS-a) protocol and the Voice Profile for Internet Mail (VPIM) protocol, which allow voice messages to be transferred between different voice messaging systems. The following sections provide information on troubleshooting AMIS and VPIM Networking problems:

VPIM Networking

AMIS Networking

VPIM Networking

The Voice Connector Cannot Log On or Messages Are Accumulating in the Queue

If the Windows System Event log shows that the Voice Connector is not able to log on, or if voice messages are accumulating in the MTS-OUT queue, download and run the Microsoft Exchange Best Practices Analyzer, and make the changes that Microsoft recommends. (These symptoms are commonly related to Exchange permissions, especially with the Local System account.) Do the following procedure.

To Run the Microsoft Exchange Best Practices Analyzer


Step 1 Download the Microsoft Exchange Best Practices Analyzer version 2.7 or later from the Microsoft website.

The download page for the Microsoft Exchange Best Practices Analyzer includes a link to a quick-start guide, which explains how to install and run the analyzer. You may want to print the guide.

Step 2 Run the analyzer.

Step 3 Follow the Microsoft recommendations, especially any recommendations related to the Local System account.


To view the queue, do the applicable procedure:

To View the MTS-OUT Queue in Exchange 2003

To View the MTS-OUT Queue in Exchange 2000

To View the MTS-OUT Queue in Exchange 2003


Step 1 Log on to the Exchange server on which the Voice Connector is installed.

Step 2 On the Windows Start menu, click Programs > Microsoft Exchange > Exchange System Manager.

Step 3 In the left pane, expand the Servers container, and then expand the server on which the Voice Connector is installed.

Step 4 Expand Queues.

Step 5 Look in the MTS-OUT queue to see if any messages appear to be stuck.

Step 6 Click Find Now to see all of the messages that are in the queue.


To View the MTS-OUT Queue in Exchange 2000


Step 1 Log on to the Exchange server on which the Voice Connector is installed.

Step 2 Start Exchange System Manager. (On the Start menu, click Programs > Microsoft Exchange > Exchange System Manager.)

Step 3 In the left pane, expand Routing Groups > <routing_group_name> > Connectors > Exchange 2000 Voice Connector (<servername>) > Queues.

Step 4 In the left pane, right-click MTS-OUT, and click Enumerate 100 Messages to see if any messages appear to be stuck.

Step 5 Restart the Exchange 2000 Voice Connector service by using the Services Control Panel.

Step 6 Confirm that the SMTP service is running in the Services Control Panel.


AMIS Networking

See the following sections:

AMIS Messages Are Not Delivered Promptly

AMIS Messages Are Not Delivered at All

"C" and "D" DTMF Hang-Up Tones Cause AMIS Calls to Fail

Advanced Troubleshooting: Viewing the Frames and Digits in an AMIS Call

AMIS Troubleshooting Procedures

AMIS Messages Are Not Delivered Promptly

There are a number of reasons that AMIS messages may not be delivered promptly (or why subscribers may perceive that they are not being delivered promptly):

Outbound AMIS messages can be restricted to use only certain voice messaging ports. If the ports that are designated to handle AMIS messages are busy with other calls, outbound AMIS messages can be delayed. You can use either the Port Usage Analyzer in Tools Depot or the AMIS Out Traffic report in the Cisco Unity Administrator to obtain information on AMIS outbound transmissions. If the total AMIS transmission time approaches the limit of the ports that are dedicated to AMIS deliveries, review the AMIS schedule and port assignments to determine whether additional resources (time and/or ports) should be dedicated to AMIS message traffic.

AMIS delivery of non-urgent messages can be restricted to occur only at scheduled delivery times. Be sure to let subscribers know if your organization uses a schedule to restrict the delivery of non-urgent AMIS messages; subscribers can then mark AMIS messages as urgent, or use an alternative form of communication, as appropriate.

Some AMIS messages may be undeliverable. An undeliverable message is returned to the sender with a nondelivery receipt (NDR) status; the sender or the administrator can make corrections and resend the message. This may also appear to the recipient as a delayed delivery.

AMIS Messages Are Not Delivered at All

The following sections provide information on how to troubleshoot AMIS message delivery problems:

Double-Checking Newly Configured Systems

Troubleshooting AMIS Message Delivery

Enabling Logs and Traces

Following the Outbound AMIS Message Flow

Following the Inbound AMIS Message Flow

Gathering Logs and Resetting Traces to Default Values

Double-Checking Newly Configured Systems

If you have just configured Cisco Unity for AMIS Networking, and AMIS messages are not being delivered, review the following list to verify that your configuration follows these basic guidelines.

1. Confirm that the other voice messaging system is supported by Cisco Unity for AMIS messaging. See the "Support Policy for AMIS Voice Messaging Systems" section of Supported Hardware and Software, and Support Policies for Cisco Unity, available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_installation_guides_list.html.

2. See the "Setting Up Cisco Unity to Use AMIS" section in the "AMIS Networking" chapter of the Networking Guide for Cisco Unity to double-check the configuration. (The guide is available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_feature_guides_list.html.)

In particular:

Confirm that the settings on each AMIS delivery location are correct.

If your installation includes multiple Cisco Unity servers, confirm that the search scopes include the AMIS bridgehead server. The Subscriber and Blind Addressing search scopes (which are set on the Network > Primary Location > Addressing Options page in the Cisco Unity Administrator) must be set to either the dialing domain or global level. This must be done for each Cisco Unity server in the network. The search scopes for the auto-attendant and directory handlers (which are configured separately) must also include the AMIS bridgehead server.

Troubleshooting AMIS Message Delivery

For either new or existing AMIS Networking configurations, use the following list as a starting point:

1. Check to see whether there are AMIS-related errors or warnings in the Windows Event Viewer Application Log on the AMIS bridgehead server. Most of the AMIS-related errors and warnings that are logged to the Event Viewer provide sufficient detail about the problem and how to resolve it.

2. Use the applicable Exchange management application to confirm that the UAmis mailbox has not been inadvertently deleted or moved.

Unless you have moved the UAmis mailbox, it should be located on the Exchange server that is the partner server for the Cisco Unity AMIS bridgehead server. If the UAmis mailbox has been moved and there are errors in the Event Viewer indicating that Cisco Unity cannot locate the UAmis mailbox, see the "UAmis Mailbox" section in the "Cisco Unity Data and Log Files, and Subscriber and System Mailboxes" chapter of the Maintenance Guide for Cisco Unity for information on how to move the UAmis mailbox such that Cisco Unity is aware of the change. (The Maintenance Guide for Cisco Unity is available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_feature_guides_list.html.)

3. If the Windows System Event log shows that the Voice Connector is not able to log on, or if voice messages are accumulating in the MTS-OUT queue, download and run the Microsoft Exchange Best Practices Analyzer, and make the changes that Microsoft recommends. (These symptoms are commonly related to Exchange permissions, especially with the Local System account.) See the "To Run the Microsoft Exchange Best Practices Analyzer" procedure.

If you have not determined what is causing the problem, continue with the "Enabling Logs and Traces" section.

To Run the Microsoft Exchange Best Practices Analyzer


Step 1 Download the Microsoft Exchange Best Practices Analyzer version 2.7 or later from the Microsoft website.

The download page for the Microsoft Exchange Best Practices Analyzer includes a link to a quick-start guide, which explains how to install and run the analyzer. You may also want to print this guide.

Step 2 Run the analyzer.

Step 3 Follow the Microsoft recommendations, especially any recommendations related to the Local System account.


Enabling Logs and Traces

Before you continue troubleshooting the AMIS message delivery problem, do all of the following procedures to enable the applicable logs, traces, and other troubleshooting tools. The information will be needed by Cisco TAC if you are unable to resolve the problem.

To Set AMIS Diagnostic Traces

To Change the Voice Connector Logging Settings

To Enable Message Tracking

To Set AMIS Diagnostic Traces


Step 1 On the Windows Start menu on the Cisco Unity AMIS bridgehead server, click Programs > Cisco Unity > Unity Diagnostic Tool.

Step 2 On the Cisco Unity Diagnostic Tasks screen, click Configure Macro Traces. The Welcome to the Configure Macro Traces wizard is displayed.

Step 3 Click Next. The Configure Macro Traces page is displayed.

Step 4 Expand AMIS Message Traces. As applicable, click either the Extensive Outgoing AMIS Message Traces check box or the Extensive Incoming AMIS Message Traces check box. (See the "AMIS Diagnostic Traces" section on page 2-16 for a list of the micro traces that are included in the macro traces.)

Step 5 Click Next and then click Finish.

Step 6 On the Cisco Unity Diagnostic Tasks screen, click Start New Log Files.


To Change the Voice Connector Logging Settings

By default, the Voice Connector logs are located on the Exchange server on which the Voice Connector is installed in the directory <ExchangeServerPath>\VoiceGateway\LogFiles. The files are named in the format GwIvc_<YyMmDd >.log, where Yy in the year, Mm is the month, and Dd is the day.


Step 1 Log on to the Exchange server on which the Voice Connector is installed.

Step 2 On the Windows Start menu, click Programs > Microsoft Exchange > Exchange System Manager.

Step 3 In the left-hand pane, expand the Connectors container.

Step 4 Right-click Exchange 2000 Voice Connector (<Server Name>), and select Properties.

Note that the properties pages for administering the Voice Connector are always displayed in English.

Step 5 Click the Advanced tab.

Step 6 Click Information (Level 4) to adjust the logging level.

Step 7 Optionally, change the other settings. If you change the directory where the log files are located, be sure to end the path with a backslash ("\").

Step 8 Click OK and exit Exchange System Manager.

Step 9 Open the Windows Services MMC.

Step 10 Right-click Exchange 2000 Voice Connector and select Restart.

Step 11 Exit the Windows Services MMC.


To Enable Message Tracking

You need to enable message tracking on each Exchange server that participates in message delivery: the Exchange server (or servers) on which the Voice Connector is installed, and the Exchange server on which the Cisco Unity subscriber mailbox is located.


Step 1 Open the Exchange System Manager. (On the Windows Start menu, click Programs > Exchange > Exchange System Manager.)

Step 2 Right-click the Exchange server on which you want to enable message tracking, and select Properties.

Step 3 Check the Enable Message Tracking check box.

Step 4 Click OK.

Step 5 Repeat Step 1 through Step 4 for each Exchange server that participates in message delivery.


Following the Outbound AMIS Message Flow

Figure 6-1 shows at a high level the flow of outbound AMIS messages through Cisco Unity to the remote voice messaging system, and the logs and other tools that you can use to troubleshoot problems along the path.

Figure 6-1 Outbound AMIS Message Flow and Troubleshooting Tools

In the above illustration, the Cisco Unity server that is used by Cisco Unity subscribers to send messages may or may not be the same as the Cisco Unity AMIS bridgehead server, so it was left out for the sake of simplicity. Additionally, the path from the Cisco Unity bridgehead server to the PSTN depends on the phone system integration. Two paths are shown in the illustration because transmission problems can occur at the gateway or router used with Cisco Unified Communications Manager integrations. If you do not have a Cisco Unified CM integration, ignore that path.

Use Figure 6-1 in conjunction with the following task list to trace the path that outbound AMIS messages take, which will help you locate the problem. The links take you to procedures in the "AMIS Troubleshooting Procedures" section.

1. Send a test AMIS message.

2. Determine whether the Voice Connector delivered the messages to the UAmis mailbox by using one of the following methods:

a. Do the "To Confirm That Messages Are Being Delivered to the UAmis Mailbox" procedure.

b. Use Exchange Message Tracking. See your Microsoft Exchange documentation for more information.

If you determine that the messages are not being delivered to the UAmis mailbox, see the "Messages Are Not Delivered to the UAmis Mailbox" section for information on how to troubleshoot the problem.

3. If messages are being delivered to the UAmis mailbox, but are not being sent on from there, see the "Messages Are Stuck in the UAmis Mailbox" section for information on how to troubleshoot this problem.

4. If messages are leaving the UAmis mailbox, but are not delivered to users on the other voice messaging system, see the "Messages Leave the UAmis Mailbox But Are Not Delivered" section for information on how to troubleshoot this problem.

Messages Are Not Delivered to the UAmis Mailbox

When subscribers address messages to an AMIS recipient, the Voice Connector is responsible for delivering the messages to the UAmis mailbox. If messages are not showing up in the UAmis mailbox, the first thing to check is whether there is a problem with the Voice Connector.

If you have determined that messages are not being delivered to the UAmis mailbox, use the following list to troubleshoot why the Voice Connector is not delivering the AMIS messages.

To Troubleshoot Why Messages Are Not Delivered to the UAmis Mailbox

1. Check the Event Viewer on the Exchange server on which the Voice Connector is installed for errors or warnings from the Voice Connector.

2. Confirm that the Exchange server on which the Voice Connector is installed has not gone down.

3. Confirm that the Voice Connector service is running. If the service is not running, start it. The messages should be delivered from the Voice Connector MTS-OUT queue to the UAmis mailbox. (Note that in Exchange 2003, there is just one queue, which is the equivalent of the MTS-OUT queue.)

For detailed instructions, see the following procedures:

To Confirm That the Voice Connector Service Is Running

To View the Voice Connector MTS-IN and MTS-OUT Queues in Exchange 2000

To View the Voice Connector MTS-IN and MTS-OUT Queues in Exchange 2003

4. View the Voice Connector log files in the <ExchangeServerPath>\VoiceGateway\LogFiles directory on the Exchange server on which the Voice Connector is installed to see if it provides a clue.

5. If you have been unable to fix the problem and will be contacting Cisco TAC, see the "Gathering Logs and Resetting Traces to Default Values" section for information on gathering the necessary log files.

Messages Are Stuck in the UAmis Mailbox

When the Voice Connector has delivered a message to the UAmis mailbox, the AMIS schedule and the AMIS restriction table determine when the message will be sent. When an AMIS delivery number is allowed by the restriction table, messages to the number are sent immediately from the UAmis mailbox—the schedule settings do not matter. On the other hand, when the delivery number is disallowed by the restriction table, messages to the number are queued in the UAmis mailbox until the active hours of the AMIS schedule.

An error is logged in the Windows Application Event log when messages remain in the UAmis mailbox for more than 24 hours. Only one error is logged in the Event log, no matter how many messages remain in the UAmis mailbox. An additional error is logged daily until the messages are either sent or deleted from the UAmis mailbox.

If necessary, you can delete messages that are stuck in the UAmis mailbox by using Outlook or DohPropTest. Do the "To View or Remove Messages in the UAmis Mailbox by Using DohPropTest" procedure.

To Determine Why Messages Are Stuck in the UAmis Mailbox

1. Check the Event Viewer for AMIS-related errors.

2. In the Cisco Unity Administrator, review the settings for the AMIS restriction table. If any delivery numbers are disallowed, messages addressed to these numbers will be queued in the UAmis mailbox. This may not be what you intended. To send the messages immediately, change the AMIS schedule so that it is active during the time that you are troubleshooting. After the messages are sent from the UAmis mailbox, reset the AMIS schedule and adjust the AMIS restriction table as needed.

3. Review the AMIS schedule. Confirm that the schedule has sufficient Active hours set for sending all the messages.

4. Go to the System > Ports page, and confirm that there is at least one port configured for outbound AMIS messages.

5. Use the Port Usage Analyzer in Tools Depot or run the AMIS Out Traffic report in the Cisco Unity Administrator to obtain details about port usage.

If the total transmission time is approaching the limit of the ports dedicated to AMIS deliveries, all of the port resources available are being used. Review the AMIS schedule and port assignments again to determine whether additional resources (time and/or ports) should be dedicated to AMIS message traffic.

6. Confirm that the delivery phone numbers on all AMIS delivery locations are valid. To confirm that the delivery phone numbers are valid, do one of the following:

If there are few AMIS delivery locations, in the Cisco Unity Administrator, go to the Network > Delivery Locations > Profile page of each AMIS delivery location to confirm the delivery phone number.

Alternatively, if there are many AMIS delivery locations, you can run DohPropTest to view all of the delivery phone numbers and other attributes for the messages that are stuck in the UAmis mailbox. Do the "To View or Remove Messages in the UAmis Mailbox by Using DohPropTest" procedure.

7. In Outlook, confirm that the messages are marked as Unread. Messages that have been manually marked as Read will not be sent from the UAmis mailbox. For example, if someone has been monitoring the UAmis mailbox and has opened a message, that message will not be sent.

8. If you have been unable to fix the problem and will be contacting Cisco TAC, see the "Gathering Logs and Resetting Traces to Default Values" section for information on gathering the necessary log files.

Messages Leave the UAmis Mailbox But Are Not Delivered

Use the following steps to troubleshoot problems with messages that leave the UAmis mailbox but are not delivered to users of the remote voice messaging system.

To Troubleshoot Undelivered Messages

1. Check the Event Viewer for AMIS-related errors.

2. Double-check the AMIS configuration in Cisco Unity, as follows:

a. In the Cisco Unity Administrator, go to the Network > AMIS Options > Delivery Options page. Review the settings for If the Remote System Does Not Answer and If the Remote System Is Busy. These settings should be set to at least the default values (Hang Up After 4 Rings; Try Calling 4 Times; Retry Every 5 Minutes). Otherwise, the remote voice messaging system may not be given enough time to answer.

b. Go to the Network > Delivery Options > Profile page of each of the AMIS delivery location. If the Disable Outbound Messages to this AMIS Location check box is checked, change the Delivery Phone Number as needed, and uncheck the check box.

c. Go to the Network > Primary Location > Profile page. Confirm that the Node ID is accepted by the remote voice messaging system.

3. Determine whether the calls to an AMIS location are actually being made or whether there is something unexpected happening during the AMIS transmission. You can use the Port Status Monitor in Tools Depot to observe call progress. Do the "To Use the Port Status Monitor to Watch Details of an AMIS Transmission" procedure.

4. If the outgoing AMIS calls are to a long-distance number, check the phone system to see if there are restrictions on placing long distance calls.

5. Determine whether the hang-up tones could be the source of the problem. See the ""C" and "D" DTMF Hang-Up Tones Cause AMIS Calls to Fail" section.

6. If you are unable to determine why messages are not delivered, see the "Gathering Logs and Resetting Traces to Default Values" section for details on how to gather the necessary logs to provide to Cisco TAC.

7. Optionally, if you are interested in learning more about the AMIS protocol and would like to attempt deciphering a log file of the transmitted frames and digits, see the "Advanced Troubleshooting: Viewing the Frames and Digits in an AMIS Call" section.

Following the Inbound AMIS Message Flow

Figure 6-2 shows at a high level the flow of inbound AMIS messages from the remote voice messaging system to Cisco Unity, and the logs and other tools that you can use to troubleshoot problems along the path.

Figure 6-2 Inbound AMIS Message Flow and Troubleshooting Tools

In the above illustration, the Cisco Unity server used by Cisco Unity subscribers to listen to messages may or may not be the same as the Cisco Unity AMIS bridgehead server, so it was left out for the sake of simplicity. Additionally, the path from the PSTN to the Cisco Unity bridgehead server depends on the phone system integration. Two paths are shown in the illustration because transmission problems can occur at the gateway or router used with Cisco Unified Communications Manager integrations. If you do not have a Cisco Unified CM integration, ignore that path.

Use the following task list to troubleshoot problems with inbound AMIS messages:

1. Go to the Network > Delivery Options > Profile page of each of the AMIS delivery locations. Confirm that the Node ID entered on the page exactly matches the node ID that the remote voice messaging system transmits.

2. Determine whether the hang-up tones could be the source of the problem. See the ""C" and "D" DTMF Hang-Up Tones Cause AMIS Calls to Fail" section.

3. Verify that the Cisco Unity call routing rules route calls to a call handler such as the Opening Greeting (this is the default behavior when Cisco Unity is initially installed).

4. Use Exchange Message Tracking to determine whether incoming AMIS messages are delivered to the Voice Connector. If incoming AMIS messages are delivered, you should see an entry (or entries) in the Exchange Message Tracking list where the sender is "UAmis_<ServerName>." When you double-click an entry to display the Message History window:

The "To" field is "AMIS:AvVoiceGateway."

The subject contains the remote address of the sender in the format
<Delivery Location ID>_<Remote Mailbox Number>
and the alias of the recipient.

In the Event list, you should see an entry similar to "Message Delivered Locally to IMCEAAMIS-AvVoiceGateway@<domain name>."

See your Exchange documentation for information on using Exchange Message Tracking.

5. If the message was not delivered to the Voice Connector, something may have gone wrong during the AMIS transmission. Use the Port Status Monitor to observe incoming AMIS call progress to see if that provides a clue. See the "To Use the Port Status Monitor to Watch Details of an AMIS Transmission" procedure.

6. If you have been unable to fix the problem and will be contacting Cisco TAC, see the "Gathering Logs and Resetting Traces to Default Values" section to gather the necessary log files.

7. Optionally, if you are interested in learning more about the AMIS protocol and would like to attempt deciphering a log file of the transmitted frames and digits, see the "Advanced Troubleshooting: Viewing the Frames and Digits in an AMIS Call" section.

Gathering Logs and Resetting Traces to Default Values

If you have been unable to determine why messages are not being delivered, gather the diagnostic log files from the Unity Diagnostic tool along with the Voice Connector log file to provide to Cisco TAC. By default, the Voice Connector logs are located on the Exchange server on which the Voice Connector is installed in the directory <ExchangeServerPath>\VoiceGateway\LogFiles. The files are named in the format GwIvc_<YyMmDd >.log, where Yy in the year, Mm is the month, and Dd is the day. Be sure to set the traces back to their default values, as extensive logging takes up a great deal of disk space. See the following instructions:

To Retrieve Unity Diagnostic Tool Log Files

To Decrease the Voice Connector Logging Settings

Disable Exchange Message Tracking. See your Microsoft Exchange documentation for details.

To Retrieve Unity Diagnostic Tool Log Files


Step 1 On the Windows Start menu on the Cisco Unity AMIS bridgehead server, click Programs > Cisco Unity > Unity Diagnostic Tool.

Step 2 On the Cisco Unity Diagnostic Tasks screen, click Gather Log Files. The Welcome to the Gather Log Files wizard is displayed.

Step 3 Click Select Logs.

Step 4 If applicable, click Browse to change the directory for the log files.

Step 5 Click Next. The Select Logs to Gather page is displayed.

Step 6 Expand AvCsMgr, and click to select the check box for the last diagnostic file.

Step 7 Expand AvMsgStoreMonitor, and click to select the check box for the last diagnostic file.

Step 8 Click Next. When the processing of the files is finished, the Completing the Gather Logs wizard page is displayed.

Step 9 Click View Directory to open a window of the directory.

Step 10 On the Completing the Gather Logs wizard page, click Finish.

Step 11 On the Cisco Unity Diagnostic Task page, click Reset to Default Traces.

Step 12 Click Start New Log Files.

Step 13 Exit the Cisco Unity Diagnostic tool.


To Decrease the Voice Connector Logging Settings


Step 1 Log on to the Exchange server on which the Voice Connector is installed.

Step 2 On the Windows Start menu, click Programs > Microsoft Exchange > Exchange System Manager.

Step 3 In the left-hand pane, expand the Connectors container.

Step 4 Right-click Exchange 2000 Voice Connector (<Server Name>), and select Properties.

Note that the properties pages for administering the Voice Connector are always displayed in English.

Step 5 Click the Advanced tab.

Step 6 Click Warning (Level 3) to adjust the logging level.

Step 7 Click OK and exit Exchange System Manager.

Step 8 Open the Windows Services MMC.

Step 9 Right-click Exchange 2000 Voice Connector and select Restart.

Step 10 Exit the Windows Services MMC.


"C" and "D" DTMF Hang-Up Tones Cause AMIS Calls to Fail

"C" and "D" DTMF tones, also known as fourth-column tones, are just like the twelve other DTMF tones ("0-9," "*," and "#") found on a regular analog phone. They are commonly used for in-band analog integrations and other "non-human" tasks.

The first action of an AMIS call is the handshake between the originating and receiving voice messaging systems. The originating system dials the number of the destination system. When the originating system detects that the destination system has answered the call, the originating system transmits a "C" tone to the destination. If the destination system answers the call and detects the "C" tone, it should respond with a "D" tone within 10 seconds. After transmitting the "D" tone, the destination system expects a Start Session frame.


Note For more information on the details of an AMIS call, see the White Paper: AMIS Analog Networking Definitions, available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_white_papers_list.html.


Many Toshiba phone systems use the "D" tone to indicate to voice messaging systems that a disconnect has occurred. Other phone systems may also use the "C" or "D" tones to indicate that a disconnect has occurred. When this is the case, a parameter of "HangUpTone=C" or "HangUpTone=D" will be defined in the active switch configuration file on the Cisco Unity server.

If "HangUpTone=C" is defined, the AMIS feature cannot be used on that system. When a remote voice messaging system dials Cisco Unity and sends the "C" tone to initiate the AMIS handshake, Cisco Unity interprets it as a disconnect signal from the phone system and hangs up on the call.

Similarly, if "HangUpTone=D" is defined, the AMIS feature cannot be used on that system. When Cisco Unity dials the remote voice messaging system and sends the "C" tone to initiate the AMIS handshake, and the remote system responds with the "D" tone, Cisco Unity interprets it as a disconnect signal from the phone system and hangs up on the call.

To fix this problem, configure the phone system to use another type of disconnect indication (such as the reorder tone, dial tone, or loop current reversal), then remove the HangUpTone parameter from the active switch file. However, if this recommended action is not possible, configure the phone system to use "A" or "B" as a hang-up tone, and then modify the HangUpTone parameter in the active switch file to match this new value.

The default values for the hang-up packets expected by Cisco Unity (defined in avanaglog.avd) have been chosen to work with AMIS. Changing these values may cause AMIS calls to fail.

To Obtain the Name(s) of the Active Switch File(s)


Step 1 On the Cisco Unity server, start Regedit.


Caution Changing the wrong registry key or entering an incorrect value can cause the server to malfunction. Before you edit the registry, confirm that you know how to restore it if a problem occurs. (See the "Restoring" topics in Registry Editor Help.) Note that for Cisco Unity failover, registry changes on one Cisco Unity server must be made manually on the other Cisco Unity server, because registry changes are not replicated. If you have any questions about changing registry key settings, contact Cisco TAC.

Step 2 If you do not have a current backup of the registry, click Registry > Export Registry File, and save the registry settings to a file.

Step 3 Expand the key

HKEY_LOCAL_MACHINE\Software\Active Voice\Miu\1.0\Initialization\Switch 0.

For dual-switch integrations, also expand the key

HKEY_LOCAL_MACHINE\Software\Active Voice\Miu\1.0\Initialization\Switch 1.

Step 4 View the Switch Configuration File value under the ...\Switch 0 key to obtain the name of the active switch file, and then click Cancel. For dual-switch integrations, also view the Switch Configuration File value under the ...\Switch 1 key to obtain the name of the second active switch file, and then click Cancel.

Step 5 Close Regedit.


To Edit the Active Switch File(s)


Step 1 On the Cisco Unity server, browse to the \CommServer\IntLib directory. (C:\CommServer is the default directory in which Cisco Unity is installed. If Cisco Unity is installed in another directory, use that path instead.)

Step 2 Open the active switch file with a text editor.

Step 3 In the [Configuration] section, if "HangUpTone=" does not exist, or if it is set to any value other than "C" or "D," do not change anything in the file, because the parameter does not conflict with AMIS. Close the file, and skip to Step 5.

Step 4 If "HangUpTone=" is set to either the "C" or "D" DTMF tone, the action you take depends on the new disconnect indication that you configured on the phone system, as follows:

If the phone system uses some other type of disconnect indication, such as the reorder tone, dial tone, or loop current reversal, remove the HangUpTone parameter from the active switch file. Save and close the file.

If the phone system uses either the "A" or "B" DTMF tone as a hang-up tone, modify the "HangUpTone=" to match this new value. Save and close the file.

Step 5 For dual-switch integrations, repeat Step 1 through Step 4 to edit the second active switch file.

Step 6 Stop and restart Cisco Unity to activate the changes to the active switch file.


Advanced Troubleshooting: Viewing the Frames and Digits in an AMIS Call

If you have determined that AMIS calls (either outbound or inbound) are being made, but the call is failing for some reason, you may want to obtain a trace of the frames and digits sent during an AMIS call to see if you can determine what the problem is and resolve it. To obtain such a trace, you enable the Conversation 19 micro trace in the Unity Diagnostic tool, disable all other traces, and place another test call. Although the available macro traces—Extensive Incoming AMIS Message Traces, and Extensive Outgoing AMIS Message Traces—both include the Conversation 19 micro trace, they also include many other micro traces, which makes it more difficult to follow the call progress. (Note however that when you are asked to provide log files to Cisco TAC, you will need to provide the log file from the applicable macro trace.)

When using the Unity Diagnostic tool to gather the log file for the Conversation 19 micro trace, select the diagnostic log file within the AvCsMgr process. After obtaining a trace of the frames and digits, see the White Paper: AMIS Analog Networking Definitions for detailed information about the AMIS protocol. (The white paper is available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_white_papers_list.html.)

AMIS Troubleshooting Procedures

Use the following procedures as needed to troubleshoot problems with AMIS message delivery. Note that the procedures in this section are not necessarily in the order in which you need to do them. For information on when to use the procedures, and the correct order in which to do them, see the preceding topics:

Troubleshooting AMIS Message Delivery

Following the Outbound AMIS Message Flow

Following the Inbound AMIS Message Flow

To Confirm That Messages Are Being Delivered to the UAmis Mailbox


Step 1 In the Cisco Unity Administrator, change the AMIS restriction table to disallow all numbers. This will result in all AMIS messages remaining queued in the UAmis mailbox until the AMIS schedule becomes active.

For detailed instructions on changing the restriction table, see the "To Change the AMIS Restriction Table to Disallow All Delivery Numbers" procedure, and then continue with Step 2.

Step 2 Change the AMIS schedule so that it is inactive during the time that you are troubleshooting. This will result in messages remaining in the UAmis mailbox long enough for you to see them.

For detailed instructions on changing the schedule, see the "To Change the AMIS Schedule so That It Is Inactive While Troubleshooting" procedure, and then continue with Step 3.

Step 3 Open the UAmis mailbox by using one of the following methods:

If you have access to Outlook, set up a user profile for the UAmis mailbox just as you would for any Exchange mail user, and use Outlook to determine whether there are messages in the UAmis mailbox. See your Outlook documentation for information about setting up user profiles.


Note When a message is addressed to an AMIS recipient by using the phone, a copy of the message is not saved in the Outlook Sent Items folder after the message leaves the UAmis mailbox. However, when a message is addressed to an AMIS recipient by using Outlook, a copy of the message is saved in the Sent Items folder of the UAmis mailbox.


Use DohPropTest to open the UAmis mailbox. See the "To View or Remove Messages in the UAmis Mailbox by Using DohPropTest" procedure.

Use MbxMonitor.exe to monitor the UAmis mailbox.

Step 4 Send a test message to see whether it is delivered to the UAmis Inbox. If you are using blind addressing, be sure to verify that you are using a valid Dial ID number from a Delivery Location.

Step 5 After testing, reset the AMIS restriction table and schedule back to the desired settings for normal operations.


To Change the AMIS Restriction Table to Disallow All Delivery Numbers


Step 1 In the Cisco Unity Administrator, go to the Network > AMIS Options > Delivery Options page.

Step 2 Click View next to Local Dial Restriction Table to display the AMIS restriction table.

Step 3 On the AMIS restriction table page, click Add Dial String.

Step 4 In the Call Pattern box, enter *.

Step 5 In the Allow This String box, click No.

Step 6 Click the Save icon.


To Change the AMIS Schedule so That It Is Inactive While Troubleshooting


Step 1 In the Cisco Unity Administrator, go to the Network > AMIS Options > Schedule page.

Step 2 Click the applicable blocks so that the schedule is inactive while you are troubleshooting.

Step 3 Click the Save icon.


To Confirm That the Voice Connector Service Is Running


Step 1 Log on to the Exchange server on which the Voice Connector is installed.

Step 2 On the Windows Start menu, click Programs > Administrative Tools > Services.

Step 3 Locate the Voice Connector service in the Name column. The display name for the service is Exchange 2000 Voice Connector.

Step 4 If the Status column indicates that the Voice Connector service is not running, right-click the service and click Start.


To Set Access Permissions on the Exchange 2000 Mailbox Store

Do this procedure if you need to gain access to the MTS-IN and MTS-OUT queues on the Exchange server on which the Voice Connector is installed.


Step 1 On the Exchange server on which the Voice Connector is installed, on the Windows Start menu, click Programs > Microsoft Exchange > System Manager.

Step 2 Expand Servers.

Step 3 Expand the node for your Exchange 2000 Server.

Step 4 Expand the First Storage Group node.

Step 5 Right-click the Mailbox Store.

Step 6 Select Properties to bring up the Mailbox Store Properties sheet.

Step 7 Click the Security tab.

Step 8 Click Add, and add the current administrator to the list.

Step 9 Click OK twice and close the Exchange System Manager.


To View the Voice Connector MTS-IN and MTS-OUT Queues in Exchange 2000


Step 1 Log on to the Exchange server on which the Voice Connector is installed.

Step 2 On the Windows Start menu, click Programs > Microsoft Exchange > Exchange System Manager.

Step 3 In the left pane, expand Routing Groups > <routing_group_name> > Connectors > Exchange 2000 Voice Connector (<servername>) > Queues.

Step 4 Right-click MTS-IN or MTS-OUT, and click Enumerate 100 Messages.


To View the Voice Connector MTS-IN and MTS-OUT Queues in Exchange 2003


Step 1 Log on to the Exchange server on which the Voice Connector is installed.

Step 2 On the Windows Start menu, click Programs > Microsoft Exchange > System Manager.

Step 3 In the left pane, expand Servers, and then expand the server on which the Voice Connector is installed.

Step 4 In the left pane, expand Queues.

Step 5 Click MTS-IN or MTS-OUT.

Step 6 Click Find Now to see all the messages that are in the queue.


To View or Remove Messages in the UAmis Mailbox by Using DohPropTest

DohPropTest is password protected, but it can be run in read-only mode; the steps below assume that you will be running in read-only mode. Keep in mind that in read-only mode, you cannot remove messages from the UAmis mailbox. If you want to use DohPropTest to remove messages from the UAmis Mailbox, you will need to log on with an appropriate password in Step 3.


Step 1 On the Cisco Unity server, browse to the location where Cisco Unity is installed (the default is C:\CommServer), and then browse to the TechTools directory.

Step 2 Double-click DohPropTest.exe.

Step 3 In the DohPropTest Logon dialog box, leave the Password box empty, and click OK.

Step 4 On the warning dialog box, click Ignore to start the read-only mode of DohPropTest.

Step 5 In the list on the left side of the window, click MailUsers.

Step 6 In the middle list, click the UAmis_<server name> mailbox.

Step 7 Click Get User's Mailbox, which displays a dialog box.

Step 8 Click OK. A dialog box with all of the messages appears.

Step 9 Click a message. The message plays, and the message properties are displayed. Select a property to check the values. The following properties should be checked:

AVP_AMIS_DESTINATION_NODE—The AMIS delivery location Dial ID.

AVP_AMIS_RECIPIENT—The remote mailbox number of the recipient.

AVP_AMIS_SENDER_ADDRESS—The message sender.

AVP_SUBMIT_TIME—The time that the message was submitted. Note that the timestamp is in GMT.


To View AMIS Subscriber Extension Addresses


Step 1 On the Windows Start menu, click Programs > Administrative Tools > Active Directory Users and Computers.

Step 2 Open the properties page for an AMIS subscriber.

Step 3 Click the E-Mail Addresses tab. You should see an address with the type "amis" and an address in the format <Location Dial ID>_<Remote Mailbox Number>.

Step 4 Confirm that this is the correct address.


To Use the Port Status Monitor to Watch Details of an AMIS Transmission


Step 1 In the Cisco Unity Administrator, go to the System > Ports page, and change the settings as needed so that only one port is enabled for outbound AMIS calls, and that all other functions (such as Message Notification and Dialout MWIs) on that port are disabled. This makes it easier to observe the call progress information in the Port Status Monitor.


Note For any outgoing call troubleshooting—AMIS, MWI, message notification, or TRAP—it is best to use one of the last ports because the higher-numbered ports are most likely being used for outgoing tasks. Cisco Unity searches for available ports for outgoing tasks starting with the last port.


Step 2 On a Cisco Unity server, double-click the Cisco Unity Tools Depot icon on the desktop.

Step 3 In the left pane of the Tools Depot window, expand Switch Integration Tools.

Step 4 Double-click Port Status Monitor.

Step 5 In the list of ports in the left pane, click the port configured for outbound AMIS outbound calls.

Step 6 Click Ports > Start Selected. A window is displayed in the right pane, which will contain call progress information.

Step 7 Use the phone to dial in to Cisco Unity on a port other than the one configured for outbound AMIS calls, and send a test message to someone on the remote voice messaging system.

Step 8 Observe the information in the Port Status Monitor window.

You should see the dialout information and the states that the AMIS call goes through. An AMIS call goes through a finite number of states during an AMIS transmission, and as the call progresses, you should see the descriptive name of each state in the Port Status Monitor window. For detailed information about the AMIS transmission states, see the White Paper: AMIS Analog Networking Definitions, available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_white_papers_list.html.