Troubleshooting Guide for Cisco Unity Release 5.x (With Microsoft Exchange)
Subscriber and Administrator Access
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Subscriber and Administrator Access

Table Of Contents

Subscriber and Administrator Access

About Access Problems

Subscribers Logging On to Cisco Unity Hear the Opening Greeting Instead of the Subscriber Conversation

Cisco Unity Does Not Respond to Touchtones

DTMF Signal Is Not Being Sent (Cisco Unified Communications Manager Only)

DTMF Signal Is Not Being Sent (Circuit-Switched Phone Systems Only)

DTMF Values in Cisco Unity Are Inconsistent with the Values in the Phone System (Circuit-Switched Phone Systems Only)

Subscribers Cannot Use Cisco Unity ViewMail for Microsoft Outlook

Cisco Personal Communications Assistant Pages Are Incomplete or Blank

Cisco Personal Communications Assistant Pages Cannot Be Opened or Have Been Defaced

Subscribers Cannot Access Cisco Personal Communications Assistant Pages

Subscribers Cannot Access the Cisco Unity Assistant or Cisco Unity Inbox from the Cisco PCA

Subscribers Cannot Save Changes on Pages in the Cisco Unity Assistant or the Cisco Unity Inbox

No Sounds Play on the Multimedia System After Installing the Cisco Unified Communications Manager Software

Subscribers Cannot Be Located in a New or Updated Directory Handler

Cisco Unity Tray Icon Is Missing from the Status Bar

Cisco Unity Administrator or Status Monitor Pages Cannot Be Opened or Have Been Defaced

Cisco Unity Administrator Page Cannot Be Accessed After an Upgrade

Viruses and Hacker Attacks


Subscriber and Administrator Access


About Access Problems

Subscriber access problems are usually related to a problem with the phone system integration. Subscriber access problems may include:

Problems that prevent subscribers from using Cisco Unity

See the following sections, as applicable:

Subscribers Logging On to Cisco Unity Hear the Opening Greeting Instead of the Subscriber Conversation.

Cisco Unity Does Not Respond to Touchtones.

Problems that prevent subscribers from fully using the features of Cisco Unity and the phone system

See the following sections, as applicable:

Subscribers Cannot Use Cisco Unity ViewMail for Microsoft Outlook.

Cisco Personal Communications Assistant Pages Are Incomplete or Blank.

Cisco Personal Communications Assistant Pages Cannot Be Opened or Have Been Defaced.

Subscribers Cannot Access Cisco Personal Communications Assistant Pages.

Subscribers Cannot Access the Cisco Unity Assistant or Cisco Unity Inbox from the Cisco PCA.

Subscribers Cannot Save Changes on Pages in the Cisco Unity Assistant or the Cisco Unity Inbox.

No Sounds Play on the Multimedia System After Installing the Cisco Unified Communications Manager Software.

Subscribers Cannot Be Located in a New or Updated Directory Handler.


Administrator access problems can include a missing tray icon, or missing or defaced web pages. See the "Cisco Unity Tray Icon Is Missing from the Status Bar" section, and the "Cisco Unity Administrator or Status Monitor Pages Cannot Be Opened or Have Been Defaced" section.

If you encounter a subscriber or administrator access problem that is not described in these sections, contact the Cisco Technical Assistance Center (TAC).

Subscribers Logging On to Cisco Unity Hear the Opening Greeting Instead of the Subscriber Conversation

Confirm that the integration is enabled and that the phone system settings are correct.

To Verify the Phone System Settings in the Cisco Unity Administrator


Step 1 On the Windows Start menu on the Cisco Unity server, click Programs > Cisco Unity > Manage Integrations. The Cisco Unity Telephony Integration Manager (UTIM) appears.

Step 2 Confirm that the settings match those indicated in the integration guide for your phone system.


Note Cisco Unity integration guides are available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_installation_and_configuration_guides_list.html.


Step 3 Correct any incorrect values for the phone system.

Step 4 If you changed values in Step 3, click Save.

Step 5 If prompted, restart the Cisco Unity server.

Step 6 If you have confirmed that the integration is enabled and that the phone system settings are correct, and subscribers still hear the opening greeting instead of the subscriber conversation, contact Cisco TAC.


Cisco Unity Does Not Respond to Touchtones

There are several possible reasons that Cisco Unity may not respond to touchtones. Use the "Task List for Troubleshooting Problems with Touchtones" to troubleshoot the possible causes.

Task List for Troubleshooting Problems with Touchtones

1. (Cisco Unified Communications Manager only) Confirm that DTMF relay is enabled through VoIP dial-peer gateways. See the "DTMF Signal Is Not Being Sent (Cisco Unified Communications Manager Only)" section.

2. (Circuit-switched phone systems only) Confirm that the DTMF signal is being sent. See the "DTMF Signal Is Not Being Sent (Circuit-Switched Phone Systems Only)" section.

3. (Circuit-switched phone systems only) Confirm that the DTMF values are consistent with Cisco Unity and the phone system. See the "DTMF Values in Cisco Unity Are Inconsistent with the Values in the Phone System (Circuit-Switched Phone Systems Only)" section.

DTMF Signal Is Not Being Sent (Cisco Unified Communications Manager Only)

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, use the following command:

dtmf-relay h245-alphanumeric

Step 2 Create a destination pattern that matches the Cisco Unified Communications Manager voice mail port numbers. For example, if the system has voice mail 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 Cisco Unity.


DTMF Signal Is Not Being Sent (Circuit-Switched Phone Systems Only)

The following procedure is used only for feature-set phones, because feature-set phones rely on the phone system to generate touchtones, while analog phones generate their own touchtones. For feature-set phones, you may need to enable touchtones on the phone system.

If you are having trouble only with the operator console, skip to the"To Test Manual DTMF Signaling on the Operator Console" procedure.

If you are using only analog phones to access Cisco Unity and are having trouble with response to touchtones, contact Cisco TAC.

To Test Manual DTMF Signaling on Feature-Set Phones

Do this procedure for each type of feature-set phone that you use to access Cisco Unity.


Step 1 Set up a test phone (Phone 1) for single-line testing. For more information, see the "Preparations for Troubleshooting the Phone System" section on page 1-1.

Step 2 On a feature-set phone that is connected to the phone system but that is not connected to Cisco Unity (Phone 2), call Phone 1. For Phone 2, use a phone that is the same type that subscribers use to access Cisco Unity.

Step 3 Answer Phone 1.

Step 4 On Phone 2, press touchtone keys.

If you hear touchtones on Phone 1, the type of phone you are using for Phone 2 is sending DTMF signals to Cisco Unity. Continue with Step 5.

If you do not hear touchtones, reprogram the phone system to provide station-to-station DTMF signaling on that line, and repeat the test. If you still do not hear touchtones, contact the phone system vendor.

Step 5 Connect a line-monitoring device (for example, a ZiadLinemaster) to Phone 1, and test the duration and volume of the touchtones Phone 2 is generating. Write down the values, and contact Cisco TAC to determine whether touchtone durations in the phone system template file need to be changed. For information on setting up the line-monitoring device, see the documentation from the manufacturer.


To Test Manual DTMF Signaling on the Operator Console


Step 1 Do the "To Test Manual DTMF Signaling on Feature-Set Phones" procedure, but use the operator console for Phone 2.

Step 2 If you hear touchtones on Phone 1, the operator console is sending DTMF signals to Cisco Unity. The reason Cisco Unity is not responding to touchtones is most likely related to the Cisco Unity setup. Contact Cisco TAC.

If you cannot hear touchtones on Phone 1, the operator console is not generating touchtones. Add a tone dialer that generates DTMF tones, and repeat the test.

If you still cannot hear touchtones, contact Cisco TAC.


DTMF Values in Cisco Unity Are Inconsistent with the Values in the Phone System (Circuit-Switched Phone Systems Only)

To Compare Phone System and Cisco Unity Values for DTMF Duration and Delay Between Digits


Step 1 In the phone system documentation or programming, locate the duration of DTMF tones and the delay between digits that the phone system expects from Cisco Unity.

Step 2 On the Cisco Unity server, on the Windows Start menu, click Programs > Cisco Unity > Edit Switch Utility. The Switch Configuration Editor window appears.


Caution Do not use the Edit Switch utility to change values without contacting Cisco TAC for assistance.

Step 3 Confirm that the phone system Cisco Unity is integrated with appears in the fields, then click Edit This Switch Configuration.

Step 4 In the Switch Configuration dialog box, click the Outdial tab.

Step 5 Compare values in the Dialed DTMF Duration and Delay Between Dialed DTMF Digits fields with the the phone system values. If the values do not match, contact Cisco TAC.


Subscribers Cannot Use Cisco Unity ViewMail for Microsoft Outlook

Use the following procedure to repair or restore ViewMail if a problem occurs.

To Repair or Restore ViewMail


Step 1 On the Windows Start menu, click Settings > Control Panel > Add/Remove Programs.

Step 2 From the list, click ViewMail.

Step 3 If you are using Windows 2000 or Windows XP, click Change.

If you are using Windows 98, ME, or NT, click Add/Remove.

Step 4 Follow the on-screen instructions to complete the repair or restore process.


Cisco Personal Communications Assistant Pages Are Incomplete or Blank

An incomplete Cisco PCA page may be empty or partially empty because of an error in processing the dynamic elements contained in the page. To correct the problem, you can try restoring the Cisco PCA files and applications. (See the "Cisco Personal Communications Assistant Pages Cannot Be Opened or Have Been Defaced" section for details and a procedure.)

Before you attempt to restore the Cisco PCA, gather the data that you may need to provide to Cisco TAC in the event that restoring the Cisco PCA does not resolve the problem. First, save a copy of the ciscopca_log.<date>.txt file in the CommServer\Cscoserv\Tomcat\Logs directory to another directory that will not be affected by the restore (for example, save a copy to your desktop or My Documents, either on the Cisco Unity server or another computer). In addition, Cisco TAC may request that you send a screen capture or a text file containing the source code for the incomplete or blank page (however, note that if the Cisco PCA uses an SSL connection, you may not be able to save the source code).

If the problem is that the Media Master control bar does not show up correctly or at all, see the "Media Master Control Bar" chapter.

Cisco Personal Communications Assistant Pages Cannot Be Opened or Have Been Defaced

If the Cisco Personal Communications Assistant (PCA) installation fails, or if someone inadvertently deletes some or all of the Cisco PCA files from the Cisco Unity server after installation, the Cisco PCA web pages may be defaced or become unusable. Virus incidents and attacks from hackers can cause the same problems.


Caution Do not use Add/Remove Programs to remove or repair the Cisco PCA files and applications.

If the Cisco PCA pages cannot be opened or have been defaced, do the following "To Restore the Cisco PCA Files and Applications" procedure to restore them. Additional troubleshooting information and procedures are available in the "Cisco Personal Communications Assistant" chapter.

To Restore the Cisco PCA Files and Applications


Step 1 On the Cisco Unity server, close all applications and file folders. (If any Cisco PCA files are in use or if the \CommServer\Cscoserv directory is open, the restore can fail.)

Step 2 Insert the Cisco Unity disc that contains the cscoserv directory.

Step 3 Open a command prompt, and change to your DVD or CD-ROM drive.

Step 4 Enter cd cscoserv and press Enter.

Step 5 Enter cscript setup.js source="<DVD or CD drive>:\cscoserv\setup.msi" target="<Cisco Unity drive>:\commserver" and press Enter.

For example, if your DVD or CD-ROM drive is drive D and Cisco Unity is installed on drive C, enter:

cscript setup.js source="d:\cscoserv\setup.msi" target="c:\commserver"

Step 6 Wait a few minutes while the script runs. When the script stops running, "Done" appears in the command window.

The cscoserv_script.log file is saved to the current user temporary file directory (for example, Documents and Settings\<User>\Local Settings\Temp). You can observe the progress of the script by opening the log file in a browser and refreshing the browser periodically.

Step 7 When the script has finished running, on the Windows Start menu, click Programs > Administrative Tools > Services.

Step 8 Confirm that Tomcat and the World Wide Web Publishing Service are started. If not, restart them. (You do not need to restart the Cisco Unity server to implement your changes.)

If Tomcat is not displayed in the Services Control Panel or if the Cisco PCA still does not work, contact Cisco TAC for further assistance.


Subscribers Cannot Access Cisco Personal Communications Assistant Pages

Subscribers use the Cisco PCA website to access the Cisco Unity Assistant and the Cisco Unity Inbox.

When a subscriber cannot access the Cisco Personal Communications Assistant (PCA) pages, consider the following possible causes. Additional troubleshooting information and procedures are available in the "Cisco Personal Communications Assistant" chapter.

URL Is Case-Sensitive

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

Browser Configuration Is Not Correct

When a subscriber cannot access any of the Cisco PCA pages, it may be that the subscriber browser is not configured properly. Make sure that the subscriber browser is configured to:

Enable Active scripting.

Download and run ActiveX controls.

Enable Java scripting.

Accept all cookies.

Automatically check for newer versions of temporary Internet files.

Enable Medium-High privacy.

Unsupported Software Is Installed on Subscriber Workstation

Confirm that the subscriber does not have an unsupported combination of software or an unsupported third-party application installed on the workstation. See the Compatibility Matrix: Cisco Unity and the Software on Subscriber Workstations, available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_device_support_tables_list.html.

Cisco Unity Uses SSL but the Certificate Has Not Been Distributed to the Trusted Root Store

When Cisco Unity is set up to use SSL, the browser displays a message to alert the subscriber that the authenticity of the Cisco PCA site cannot be verified and therefore, its content cannot be trusted. Subscribers will see this message even if they add the Cisco PCA website to their list of trusted sites for the browser.

To prevent the browser from displaying the security alert, you can:

Distribute the certificate to the trusted root store for all users in the domain by adding it to the Group Policy. See the "Using SSL to Secure Client/Server Connections" chapter in the Security Guide for Cisco Unity. (The guide is available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_maintenance_guides_list.html.)

Tell subscribers how to add the certificate to the trusted root store on their own computers. See the "Setting Up Subscriber Workstations" chapter in the System Administration Guide for Cisco Unity. (The guide is available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_maintenance_guides_list.html.)

Discuss the two options with the network administrator for your organization to determine which is best for your site.

Subscribers Cannot Access the Cisco Unity Assistant or Cisco Unity Inbox from the Cisco PCA

When subscribers can access the Cisco PCA, but cannot access the Cisco Unity Assistant or the Cisco Unity Inbox, consider the following possible causes:

In order to access the Cisco Unity Assistant, subscribers must be given the proper class of service rights on the Subscribers > Class of Service > Features Page in the Cisco Unity Administrator.

The Cisco Unity Inbox is a licensed feature, and can be accessed only if it is purchased. In addition, subscribers must be given the proper class of service rights on the Subscribers > Class of Service > Features Page in the Cisco Unity Administrator.

If the problem is that the Media Master control bar does not show up correctly or at all, see the "Media Master Control Bar" chapter.

Subscribers Cannot Save Changes on Pages in the Cisco Unity Assistant or the Cisco Unity Inbox

When subscriber browser settings are set to cache temporary Internet pages automatically, subscribers can create a bookmark or Favorite to access a Cisco Unity Assistant or Cisco Unity Inbox web page, but the page will be read-only. Explain to subscribers that they should bookmark the Cisco PCA home page, rather than individual pages in the Cisco Unity Assistant and the Cisco Unity Inbox. (Subscribers 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.)

No Sounds Play on the Multimedia System After Installing the Cisco Unified Communications Manager Software

When a multimedia system is installed on the Cisco Unity server, registry entries for the multimedia system wave driver may be overwritten when you install the Cisco wave driver. If this happens, the multimedia system no longer plays sounds. Contact Cisco TAC.

Subscribers Cannot Be Located in a New or Updated Directory Handler

Subscribers or outside callers may report that they are unable to locate one or more subscribers in a recently created or updated directory handler. When a directory handler is set to search by a distribution list, the membership is synchronized from Active Directory into the Cisco Unity SQL database. Changing the distribution list that the directory handler searches on requires synchronization. The synchronization takes place when the Cisco Unity directory services (AvDSAD and AvDSGlobalCatalog) poll the directory for any changes to be applied to the SQL database, which usually occurs within 15 to 20 minutes after the change is made on the Directory Handler Search Options page in the Cisco Unity Administrator.

To initiate an immediate synchronization, do the following procedure.

To Manually Synchronize the Cisco Unity Database and Verify That Subscribers Can Be Located in the Directory Handler


Step 1 In the Cisco Unity Administrator, go to the System > Configuration > Settings page.

Step 2 In the Replicate Cisco Unity Directory Objects section, click Changed Objects.

The Settings page is refreshed and the database changes will be synchronized in the background.

Step 3 Wait a few minutes, then call in to Cisco Unity to confirm that the subscribers can be located in the directory handler.

Step 4 If the subscribers still cannot be located, confirm that they have recorded names. Subscribers cannot be accessed by using directory handlers unless they have recorded names.


Another way to update directory handlers is to change the membership of a distribution list by which one or more directory handlers are scoped. Changes made to distribution list membership by using the Cisco Unity Administrator are updated in the Cisco Unity database within a few minutes. However, in complex networked sites, the replication process may take much longer. This is a function of network complexity and varies from site to site. The network replication process time is not a function of Cisco Unity directory synchronization services, and it is not possible to reduce this time by using the previous procedure.

Cisco Unity Tray Icon Is Missing from the Status Bar

To Manually Restore the Cisco Unity Tray Icon


Step 1 Browse to the CommServer directory.

Step 2 Run AvCsTrayStatus.exe. The tray icon will be restored.


Cisco Unity Administrator or Status Monitor Pages Cannot Be Opened or Have Been Defaced

Cisco Unity Administrator Page Cannot Be Accessed After an Upgrade

The following error message may appear after a Cisco Unity upgrade, or application of a Microsoft service pack.

Error Message    Access Denied. Your browser must have cookies enabled to access the 
Unity web pages.

Explanation    This error can occur if cookies are not enabled, or if the Cisco Unity server name contains unsupported DNS characters.

Recommended Action    Do the following "To Enable Cookies on the Cisco Unity Server and Confirm the Server Name" procedure.

To Enable Cookies on the Cisco Unity Server and Confirm the Server Name


Step 1 In Internet Explorer, click Tools > Internet Options.

Step 2 On the Privacy Tab, Under the Security options for Intranet, confirm that the Settings slide bar is not set to Block All Cookies.

Step 3 In Internet Explorer, click Help > About Internet Explorer. Confirm that the version is 6.0 and that SP1 is installed.

With SP1, all ASP cookies are blocked if the server name contains non-DNS supported characters, such as an underscore.

Step 4 On the desktop, right-click My Computer, then click Properties.

Step 5 On the Network Identification tab, confirm that the computer name contains only DNS-supported characters. Note that DNS-supported characters include A through Z, a through z, and 0 through 9. The underscore is not supported. If your server name contains non-DNS-supported characters, change the server name to use only DNS-supported characters.


Viruses and Hacker Attacks

Viruses and attacks from hackers can cause the Cisco Unity Administrator or Status Monitor pages to be defaced or to become unusable. You can restore these pages by doing one of the following:

Run the Cisco Unity install again. See the applicable Cisco Unity installation guide, available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_installation_guides_list.html.

Manually restore the applicable files from the Cisco Unity discs by using the following "To Manually Restore the Cisco Unity Administrator or Status Monitor Pages" procedure.

To Manually Restore the Cisco Unity Administrator or Status Monitor Pages

For information on restoring defaced or unusable Cisco Personal Communications Assistant (PCA) pages, see the "Subscribers Cannot Access Cisco Personal Communications Assistant Pages" section.


Step 1 From Cisco Unity Disc 1, copy the Web directory to the CommServer directory on the Cisco Unity server. In the Confirm Folder Replace window, click Yes to All.

Step 2 For US English, from Cisco Unity Disc 1, copy the Localize\Web directory to the CommServer directory on the Cisco Unity server. In the Confirm Folder Replace window, click Yes to All.

Step 3 For each additional language, locate the Cisco Unity disc on which the language files are stored. Repeat Step 2. In the Confirm Folder Replace window, click Yes to All.