Troubleshooting Guide for Cisco Unity Release 8.x (With Microsoft Exchange)
Introduction to Troubleshooting Cisco Unity 8.x
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Introduction to Troubleshooting Cisco Unity 8.x

Table Of Contents

Introduction to Troubleshooting Cisco Unity 8.x

Preparations for Troubleshooting the Phone System in Cisco Unity 8.x

Reporting Cisco Unity 8.x Problems to Cisco TAC

System Information

Problem Description


Introduction to Troubleshooting Cisco Unity 8.x


In this chapter you will find basic information that will help you prepare for troubleshooting Cisco Unity. See the following sections:

Preparations for Troubleshooting the Phone System in Cisco Unity 8.x—This section includes instructions for setting up for a diagnostic test.

Reporting Cisco Unity 8.x Problems to Cisco TAC—This section explains what information you will need to interact with the Cisco Technical Assistance Center (TAC).

Preparations for Troubleshooting the Phone System in Cisco Unity 8.x

Problems with external and internal calls, message notification calls, and message waiting indicators can be caused by the phone system, by Cisco Unity, or by both, and are therefore difficult to diagnose.

Most phone systems provide documentation on the codes that perform transfers, recalls, and other call progress functions. Have the phone system documentation available while doing the procedures in this section.

To do diagnostic tests you need three test extensions. Phone 1 is assigned to a test subscriber. Phone 2 and Phone 3 are set up only in the phone system and do not need to have a Cisco Unity subscriber assigned. For Cisco Unified Communications Manager integrations, all three extensions must be in the same calling search space as the pilot number for Cisco Unity.

To Set Up the Test Configuration


Step 1 Set up two test extensions (Phone 1 and Phone 2) on the same phone system that Cisco Unity is connected to.

Step 2 Set Phone 1 to forward calls to the Cisco Unity pilot number when calls are not answered or when the called extension is busy.

Step 3 In the Cisco Unity Administrator, go to the Subscribers > Subscribers > Profile page for the test subscriber.

Step 4 In the Extension field, enter the extension of Phone 1.

Step 5 Click the Save icon.

Step 6 In the navigation bar, click Call Transfer to go to the Subscribers > Subscribers > Call Transfer page for the test subscriber.

Step 7 Under Transfer Incoming Calls, click Yes, Ring Subscriber's Extension, and confirm that the extension number is for Phone 1.

Step 8 Under Transfer Type, click Release to Switch.

Step 9 Click the Save icon.

Step 10 Click Messages for the test subscriber.

Step 11 Under Message Waiting Indicators (MWIs), check the Use MWI for Message Notification check box.

Step 12 In the Extension field, enter x.

Step 13 Click the Save icon.


Reporting Cisco Unity 8.x Problems to Cisco TAC

When you report a problem to the Cisco Technical Assistance Center (TAC), you will be asked to provide information about your system and about the problem. This section provides procedures for gathering the system information and problem descriptions that may be requested.

System Information

Have the following system information ready when you call. Some of this information can be obtained by using the Gather Unity System Info utility, available in Tools Depot.

Cisco Unity version currently in use. See one of the following: the "To Determine the Cisco Unity Version in Use by Using the Cisco Unity Administrator" procedure, or the "To Determine the Cisco Unity Version in Use by Using the AvCsMgr.exe File" procedure.

Cisco Unity-CM TSP version currently in use. See one of the following: the "To Determine the Cisco Unity-CM TSP Version in Use by Using the Cisco Unity Telephony Integration Manager" procedure, or the "To Determine the Cisco Unity-CM TSP Version in Use by Using the Avskinny.tsp File" procedure.

Name of the Cisco Unity switch.ini file (also called the initialization file) currently in use. See the "To Determine the Name of the Switch.ini File in Use" procedure.

Cisco Personal Communications Assistant (PCA) version in use. See the "To Determine the Cisco PCA Version in Use" procedure.

Cisco Unity ViewMail for Microsoft Outlook version in use. See one of the following: the "To Determine the ViewMail Version in Use From Add/Remove Programs" procedure, or the "To Determine the ViewMail Version in Use From Outlook" procedure.

Build numbers of any software releases or upgrades installed.

Number, type, and speed of processors.

Memory and pagefile size.

Hard disk size and free space available.

Number and type of voice messaging ports installed.

Phone system integration, including the manufacturer, model, and version (if applicable).

Other telephony software or hardware installed, such as fax or UniModem.

Microsoft Windows service packs installed.

Exchange service packs installed.

Number of subscribers in the Cisco Unity database.

Number of subscribers in the Exchange database.

Size of the Exchange database file.

Approximate normal Cisco Unity server CPU utilization. (For example, does the Windows task manager often show 100 percent CPU utilization, or is it usually less than 80 percent?)

To Determine the Cisco Unity Version in Use by Using the Cisco Unity Administrator


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

The version is displayed in the Cisco Unity Version field.


To Determine the Cisco Unity Version in Use by Using the AvCsMgr.exe File


Step 1 Browse to the CommServer directory.

Step 2 Right-click AvCsMgr.exe, and click Properties.

Step 3 In the Properties window, click the Version tab.

Step 4 In the Item Name field, click Product Version. The Cisco Unity version is displayed in the Value field.


To Determine the Cisco Unity-CM TSP Version in Use by Using the Cisco Unity Telephony Integration Manager


Step 1 On the Windows Start menu, click Programs > Cisco Unity > Manage Integrations. The UTIM window appears.

Step 2 In the left pane of the UTIM window, click the Cisco Unified CM integration.

Step 3 In the right pane, click Properties. On the Integration tab, the Cisco Unity-CM TSP version appears in the TSP Version field.


To Determine the Cisco Unity-CM TSP Version in Use by Using the Avskinny.tsp File


Step 1 Browse to the Windows\System32 directory.

Step 2 Right-click Avskinny.tsp, and click Properties.

Step 3 In the Properties window, click the Version tab.

Step 4 In the Item Name field, click Product Version. The Cisco Unity-CM TSP version appears in the Value field.


To Determine the Name of the Switch.ini File in Use


Step 1 On the Windows Start menu, click Programs > Cisco Unity > Manage Integrations. The UTIM window appears.

Step 2 In the left pane of the UTIM window, click the phone system integration.

Step 3 In the right pane, click Properties. On the Integration tab, the name of the swtich.ini file currently in use appears in the Initialization File field.


To Determine the Cisco PCA Version in Use


Step 1 Log on to the Cisco PCA.

Step 2 Browse to the Cisco Unity Assistant or the Cisco Unity Inbox.

Step 3 On any page, click Help.

Step 4 Click the About Cisco Unity topic link on the menu.

The Cisco Unity version is displayed. The Cisco PCA version is the same version as the Cisco Unity version.


There are two ways to determine the version of ViewMail in use. Do either procedure, as applicable.

To Determine the ViewMail Version in Use From Add/Remove Programs


Step 1 On each subscriber workstation running ViewMail, on the Windows Start menu, click Settings > Control Panel > Add/Remove Programs.

Step 2 In the Currently Installed Programs list, find ViewMail for Outlook.


To Determine the ViewMail Version in Use From Outlook


Step 1 In the Outlook Inbox, click Help.

Step 2 Click About ViewMail.


Problem Description

Be prepared to give a complete description of the problem, including:

Symptoms such as lost ports, Event log errors, or Dr. Watson errors.

Problem frequency under normal load conditions (for example, every call, once per hour, or once only).

Problem frequency when specific attempts are made to reproduce it.

Detailed sequence of steps to reproduce the problem.

Date and time of last known occurrence of the problem.

Which digits were entered by the caller (for example, menu selections or subscriber extensions, or the extension of the caller or called port), if known.

Which ports were affected by the problem, if known.

Applicable logs and traces (see the "Diagnostic Trace Utilities and Logs in Cisco Unity 8.x" chapter for more information on how to obtain log and trace files).