Troubleshooting Guide for Cisco Unity Release 8.x (With Microsoft Exchange)
Troubleshooting Messages in Cisco Unity 8.x
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Troubleshooting Messages in Cisco Unity 8.x

Table Of Contents

Troubleshooting Messages in Cisco Unity 8.x

About Problems with Messages in Cisco Unity 8.x

Messages in Cisco Unity 8.x Appear to Be Delayed

Cisco Unity Partner Exchange Server Is Down or Is Disconnected

Some Messages in Cisco Unity 8.x Seem to Disappear

Network or Home Exchange Server Is Down

A Subscriber Has a Full Mailbox

Undeliverable Messages Have Not Been Forwarded to Recipients

Subscribers Assigned to Cisco Unity Entities Were Deleted and No Replacements Were Assigned

Unity Messaging System Mailbox Has Been Moved Incorrectly in Exchange

Mailstore Error Prevents Dropped Call Recovery Message From Being Sent

Cisco Unity 8.x Stops Recording Before a Caller Has Finished Leaving a Message

Messages in Cisco Unity 8.x Are Unexpectedly Saved and Stored in the G.711 Codec Format

Message Notification Announcements in Cisco Unity 8.x Fill a Subscriber Mailbox

Troubleshooting Secure Voice Messages in Cisco Unity 8.x

Decryption Event Log Error Messages

Encryption Event Log Error Messages

Subscribers Hear the Decoy WAV file

Subscribers Hear an Error Message When Using the Phone Interface

Subscribers Receive an Error Message When Using ViewMail or the Cisco Unity Inbox

NDR Notifications on Secure Voice Messages


Troubleshooting Messages in Cisco Unity 8.x


About Problems with Messages in Cisco Unity 8.x

Message problems fall into the following categories:

Messages appear to be delayed

Subscriber misconceptions can lead to the impression that Cisco Unity is delaying messages. In addition, Exchange server status can affect message delivery.

See the "Messages in Cisco Unity 8.x Appear to Be Delayed" section.

Messages seem to disappear

Some Exchange and Cisco Unity situations can affect message delivery. See the "Some Messages in Cisco Unity 8.x Seem to Disappear" section.

Messages are incomplete

A setup problem may cause callers to be cut off when they try to leave a message. See the "Cisco Unity 8.x Stops Recording Before a Caller Has Finished Leaving a Message" section.

Messages are unexpectedly saved and stored in the G.711 codec format

See the "Messages in Cisco Unity 8.x Are Unexpectedly Saved and Stored in the G.711 Codec Format" section.

Message notification announcements fill a subscriber mailbox

See the "Message Notification Announcements in Cisco Unity 8.x Fill a Subscriber Mailbox" section.

Subscribers experience difficulties sending or receiving secure messages

See the "Troubleshooting Secure Voice Messages in Cisco Unity 8.x" section.

Subscribers experience difficulties sending or receiving AMIS messages

See the "Troubleshooting Networking in Cisco Unity 8.x" chapter.


Begin your troubleshooting by gathering information about the message problem. By discussing the problem with the subscriber, you can determine whether a problem is due to a misunderstanding of how Cisco Unity works. If you encounter a message problem that is not described in this section, contact the Cisco Technical Assistance Center (TAC).

Messages in Cisco Unity 8.x Appear to Be Delayed

The following sections describe possible reasons that messages may appear to be delayed. Use the "Task List for Troubleshooting Delay in Appearance of Messages" to troubleshoot the possible causes.

Task List for Troubleshooting Delay in Appearance of Messages

1. Confirm that the subscriber understands how Cisco Unity delivers messages. Subscribers who encounter message delivery issues are typically those who are accustomed to another voice messaging system, were recently migrated from a previous version or a different configuration of Cisco Unity, have not yet completed Cisco Unity training, or are unaware of a new feature or functionality change in their existing system.

See the applicable information on subscriber concerns and misconceptions in the "Support Desk Orientation in Cisco Unity 8.x" section of the "Subscriber Orientation in Cisco Unity 8.x" chapter of the System Administration Guide for Cisco Unity Release 8.x. The guide is available at http://www.cisco.com/en/US/docs/voice_ip_comm/unity/8x/administration/guide/8xcusagx.html.

2. Check to see if the Exchange server is down or disconnected. See the "Cisco Unity Partner Exchange Server Is Down or Is Disconnected" section.

Cisco Unity Partner Exchange Server Is Down or Is Disconnected

Messages recorded while the partner Exchange server is down or disconnected are stored in the Unity Messaging Repository (UMR) until the server is brought back up. The delay experienced between the time a message is recorded and its delivery is dependent on the length of time that the partner Exchange server was down or disconnected.

Some Messages in Cisco Unity 8.x Seem to Disappear

The following sections describe possible reasons that messages may not be delivered to the intended recipients. Use the "Task List for Troubleshooting the Disappearance of Some Messages" to troubleshoot the possible causes.

Task List for Troubleshooting the Disappearance of Some Messages

1. Check to see whether the Exchange server or network are down. See the "Network or Home Exchange Server Is Down" section.

2. Verify that the subscriber mailbox is not full. See the "A Subscriber Has a Full Mailbox" section.

3. Verify that subscribers who are assigned to the Unaddressed Messages distribution list have been forwarding messages to the intended recipients. See the "Undeliverable Messages Have Not Been Forwarded to Recipients" section.

4. Confirm that you or another administrator did not inadvertently delete a subscriber who was assigned to review the messages for Cisco Unity entities. See the "Subscribers Assigned to Cisco Unity Entities Were Deleted and No Replacements Were Assigned" section.

5. Messages from unidentified callers can get stuck in the Unity Messaging System mailbox. See the "Unity Messaging System Mailbox Has Been Moved Incorrectly in Exchange" section.

6. Mailstore errors prevent Dropped Call Recovery messages from being sent. See the "Mailstore Error Prevents Dropped Call Recovery Message From Being Sent" section.

Network or Home Exchange Server Is Down

Sites with multiple Exchange servers may want to change their message transfer agent (MTA) site configuration values in Exchange, if needed. Increasing the Max Open Retries value and decreasing the Open Interval value will increase the number of tries and decrease the wait time that Exchange uses when it tries to deliver a message after the network or server comes back up.

A Subscriber Has a Full Mailbox

By default, Cisco Unity does not check whether a subscriber mailbox has exceeded the Prohibit Send and Receive limit before allowing a caller to leave a message, although Cisco Unity does check before sending the message to the subscriber mailbox.

If a subscriber mailbox is no longer allowed to receive messages, Cisco Unity handles the message in one of the two following ways:

If the message was left by an unidentified caller—an outside caller or a caller from inside the organization calling from a phone that is not associated with a subscriber account (such as a conference room)—Cisco Unity sends the message to the Unaddressed Messages distribution list, which should be monitored by the Cisco Unity system administrator or another subscriber.

If the message was left by another subscriber, Cisco Unity sends a nondelivery receipt (NDR) message to the subscriber who left the message.

Encourage the subscriber to dispose of messages promptly so that the Exchange mailbox does not fill up, and explain to subscribers on the Unaddressed Messages distribution list the importance of regularly checking for and forwarding undeliverable messages. (Note that if the mailboxes of the subscribers who are assigned to check the Unaddressed Messages list exceed the Prohibit Send and Receive storage limit that is specified in Exchange, the messages sent to the Unaddressed Messages distribution list are lost. To avoid this problem, specify a generous value for the Prohibit Send and Receive storage limit for the mailbox of at least one subscriber who is a member of the Unaddressed Messages list.)

Cisco Unity can be set to check whether a subscriber mailbox is full when an outside caller tries to leave a message for the subscriber. For details, see the "How Cisco Unity Handles Full Mailboxes" section in the "Messaging and Default Accounts Overview in Cisco Unity 8.x" chapter of the System Administration Guide for Cisco Unity Release 8.x, available at http://www.cisco.com/en/US/docs/voice_ip_comm/unity/8x/administration/guide/8xcusagx.html.

For more information on Exchange storage limits, see the "Setting a Maximum Size for Exchange Mailboxes" section in the "Best Practices for Managing Exchange" chapter of the Maintenance Guide for Cisco Unity, or see the Microsoft Exchange documentation. The Maintenance Guide for Cisco Unity is available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_maintenance_guides_list.html.

Undeliverable Messages Have Not Been Forwarded to Recipients

Messages returned to the Unity Messaging System mailbox are forwarded automatically to subscribers whose names appear on the Unaddressed Messages public distribution list. The messages then must be forwarded to the intended recipients. Explain to subscribers on the Unaddressed Messages public distribution list the importance of regularly checking for and forwarding undeliverable messages.

Note that if the mailboxes of the subscribers who are assigned to check the Unaddressed Messages list exceed the Prohibit Send and Receive storage limit that is specified in Exchange, the messages sent to the Unaddressed Messages distribution list are lost. To avoid this problem, specify a generous value for the Prohibit Send and Receive storage limit for the mailbox of at least one subscriber who is a member of the Unaddressed Messages list and encourage the subscriber to dispose of messages promptly so that the Exchange mailbox does not fill up.

Subscribers Assigned to Cisco Unity Entities Were Deleted and No Replacements Were Assigned

When you delete a subscriber who was assigned to review the messages sent to any of the following Cisco Unity entities, make sure that you assign another subscriber or a public distribution list to replace the deleted subscriber; otherwise, messages may be "lost."

Unaddressed Messages distribution list (by default the Example Administrator is the only member of this distribution list)

Operator call handler

Opening Greeting call handler

Goodbye call handler

Example Interview call handler

To identify call handlers that are associated with improperly deleted accounts, run the Unresolved References report. Then you can fix any "stranded" call handlers that you find by running the Cisco Unity Directory Walker (DbWalker) utility.

Unity Messaging System Mailbox Has Been Moved Incorrectly in Exchange

The Unity Messaging System account acts as a surrogate sender for messages from unidentified callers (outside callers or callers from inside the organization who are calling from a phone that is not associated with a subscriber account, such as a conference room). The alias for this account is Unity_<Servername>. The account cannot be seen in the Cisco Unity Administrator, but the account is created in Active Directory, and an associated Exchange mailbox is created in Exchange. The mailbox has the display name Unity Messaging System.

The Unity Messaging System mailbox requires special care when you move it. If you recently moved a group of subscriber mailboxes, you may have inadvertently moved the Unity Messaging System at the same time if you notice that messages from unidentified callers are stuck in the Unity Messaging Repository (UMR, which by default is located on the Cisco Unity server in the CommServer\UnityMTA directory).

For details on moving the Unity System Mailbox, see the "Changing the Partner Exchange Server" chapter in the Reconfiguration and Upgrade Guide for Cisco Unity, available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_installation_guides_list.html.

Mailstore Error Prevents Dropped Call Recovery Message From Being Sent

The following Event Log error indicates that a message that was being held for the Dropped Call Recovery time period was not able to be sent and was discarded.

Error Message    Mailstore Error prevented Dropped Call Recovery message from being 
sent. Sender=[X] Recipients=[Y]

Recommended Action    Check to see whether the Exchange server or network are down. See the "Network or Home Exchange Server Is Down" section. If this error is occurring frequently, consider disabling the Dropped Call Recovery feature until the Mailstore problems are resolved.

Cisco Unity 8.x Stops Recording Before a Caller Has Finished Leaving a Message

If a caller reports being cut off while leaving a message and if the caller did not hear a prompt prior to the disconnect, Cisco Unity or the phone system may have disconnected the call.

To Determine Why a Call Was Disconnected


Step 1 On the Windows Start menu, click Programs > Administrative Tools > Event Viewer.

Step 2 In the left pane, click System.

Step 3 In the right pane (the System Event log), look for an error that occurred at the time of the reported disconnected call.

If an error appears, double-click the error and skip to Step 6.

If no error appears for the date and time of the disconnected call, continue with Step 4.

Step 4 In the left pane, click Application.

Step 5 In the right pane (the Application Event log), look for an error that occurred at the time of the reported disconnected call. Double-click the error.

Step 6 In the Event Properties dialog box, review the contents of the Description box.

If you need assistance interpreting or resolving the error, or if no error appears in the Application Event log that matches the date and time of the reported disconnected call, contact Cisco TAC.


Messages in Cisco Unity 8.x Are Unexpectedly Saved and Stored in the G.711 Codec Format

By design, when subscribers use a computer microphone as the recording device, their recordings are saved and stored in the G.711 format—even when this is not the recording and storage codec specified for the Cisco Unity server. (However, when subscribers use the phone as a recording device, the recording and storage codec specified for the Cisco Unity server determines the format in which the recordings are saved and stored on the Cisco Unity server.)

See the "Advanced Audio Quality Troubleshooting in Cisco Unity 8.x" section on page 7-6 for information on possible ways to correct audio problems caused by messages stored in different codec formats.

Message Notification Announcements in Cisco Unity 8.x Fill a Subscriber Mailbox

If Cisco Unity does not reject forwarded message notification announcements, they will fill subscriber mailboxes. Enable the rejection of forwarded message notification calls by doing the following procedure.

To Enable Cisco Unity Rejection of Forwarded Message Notification Announcements


Step 1 On the Cisco Unity desktop, double-click the Cisco Unity Tools Depot icon.

Step 2 In the left pane of Tools Depot, click Administration Tools.

Step 3 Double-click Advanced Settings Tool.

Step 4 In the Unity Settings box, click System—Reject Forwarded Notification DTMF Tone.

Step 5 In the New Value field, enter A.


Note See the Description box for information concerning other valid values and restrictions for this setting.


Step 6 Click Set.

Step 7 When prompted that the value has been set, click OK.

Step 8 Click Exit.

Step 9 Close Tools Depot.

Step 10 If Cisco Unity failover is configured, repeat Step 1 through Step 9 on the secondary server in the failover pair.


Troubleshooting Secure Voice Messages in Cisco Unity 8.x

See the following troubleshooting sections for information on these issues:

An encryption or decryption error results in the generation of an Event log error message. See the "Decryption Event Log Error Messages" section or the "Encryption Event Log Error Messages" section, as applicable.

A subscriber hears the decoy WAV file. See the "Subscribers Hear the Decoy WAV file" section.

A subscriber hears an error message when listening to messages using the telephone interface. See the "Subscribers Hear an Error Message When Using the Phone Interface" section.

A subscriber receives an error message when listening to or recording secure messages by using Cisco Unity ViewMail for Microsoft Outlook. See the "Subscribers Receive an Error Message When Using ViewMail or the Cisco Unity Inbox" section.

A subscriber receives an NDR notice when attempting to send a secure voice message to a subscriber on remote voice mail system. See the "NDR Notifications on Secure Voice Messages" section.

Decryption Event Log Error Messages

The following decryption errors can be caused either by a problem with the public key of the receiving server (receiving server key not present on sending server) or the private key on the receiving server. Either the voice message was not encrypted with the public key for the receiving server, or the private key on the receiving server is missing, invalid, unable to be used, or there is another problem with the key. In all of these cases, the first course of corrective action is to turn on Secure Messaging macro trace logs in the Cisco Unity Diagnostic tool (UDT). For information on enabling macro traces, see the "Macro Trace Logs in the Cisco Unity Diagnostic Tool (UDT)" section on page 2-2.

If a decryption error is reported by the Voice Connector, turn on Voice Connector logging to level 5 (Function). For information on Voice Connector logging, see the "Changing the Voice Connector Logging Properties" section on page 2-12.

When a decryption attempt fails, in some cases the voice message will not be playable, even after the problem has been resolved.

Error Message    The telephone interface encountered a decryption failure on all or part 
of a message. Sender=[sender] Recipient=[self] Index=[x]

Recommended Action    Turn on Secure Messaging, Call Control (MIU), and Media (Wav) Level 1 macro trace logs in the Cisco Unity Diagnostic tool (UDT). For information on enabling macro traces, see the "Macro Trace Logs in the Cisco Unity Diagnostic Tool (UDT)" section on page 2-2.

Error Message    The Voice Connector was not able to decrypt an outgoing message to 
delivery location %1. The message was not delivered, and a non-delivery receipt 
was sent to the message sender. Either disable decryption of outbound secure 
messages to this delivery location, or install Secure Messaging Service on 
Exchange servers:%2. If this has already been installed, enable Voice Connector 
logging and check for errors.

Recommended Action    Confirm that the Secure Messaging Service is installed with the Voice Connector. See the Release Notes for Cisco Unity Voice Connector for Microsoft Exchange at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_release_notes_list.html.

If the service is already installed and running, enable the Voice Connector diagnostics and check for other errors. Contact Cisco TAC if you are unable to determine the cause of the problem.

Encryption Event Log Error Messages

Encryption errors are caused by a problem with the public key on the sending server. The public key may be missing, invalid, unable to be used, or there may be another problem with the key. In these cases, the first course of action is to turn on Secure Messaging macro trace logs in the Cisco Unity Diagnostic tool (UDT). For information on enabling macro traces, see the "Macro Trace Logs in the Cisco Unity Diagnostic Tool (UDT)" section on page 2-2. In these cases, the unencrypted message is sent to the Unaddressed Messages distribution list.

If an encryption error is reported by the Voice Connector, turn on Voice Connector logging to level 5 (Function). For information on Voice Connector logging, see the "Changing the Voice Connector Logging Properties" section on page 2-12.

Error Message    Unable to encrypt a secure message. Sender=[<sender>] 
Receiver=[<receiver>]

Recommended Action    Turn on Secure Messaging macro trace logs in the Cisco Unity Diagnostic tool (UDT). For information on enabling macro traces, see the "Macro Trace Logs in the Cisco Unity Diagnostic Tool (UDT)" section on page 2-2.

Recommended Action    If you have multiple Cisco Unity servers connected using digital networking, check the Eventlog on each Cisco Unity server and turn on the Directory Monitor macro trace logs in the Cisco Unity Diagnostic tool (UDT).

Recommended Action    If you know that the error occurs while subscribers are using the telephone interface to send secure messages, turn on the Call Control (MIU) and Media (Wav) Level 1 macro trace logs in the Cisco Unity Diagnostic tool (UDT).

Recommended Action    If you are unable to resolve the problem, contact Cisco TAC.

Error Message    The Voice Connector was not able to encrypt an incoming message from 
delivery location %1. The message was not delivered, and a non-delivery receipt 
was sent to the message sender. Either disable encryption of incoming messages 
from this delivery location, or install Secure Messaging Service for 
encryption/decryption on Exchange servers:%2. If this has already been installed, 
enable Voice Connector logging and check for errors.

Recommended Action    Confirm that the Secure Messaging Service is installed with the Voice Connector. See the most recent Release Notes for Cisco Unity Voice Connector for Microsoft Exchange at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_release_notes_list.html.

If the service is already installed and running, enable the Voice Connector logging to level 5 (Function). For information on Voice Connector logging, see the "Changing the Voice Connector Logging Properties" section on page 2-12.

Subscribers Hear the Decoy WAV file

Cisco Unity plays the following decoy message when anyone attempts to play a secure message by using media player software other than the Cisco Unity Inbox or ViewMail for Outlook:

"This voice message is secure and can be played only by using a Cisco Unity supported client. If you received this message in error, delete it immediately and notify the sender."

If a subscriber hears the decoy WAV file when attempting to listen to a secure voice message by using the phone interface, decryption of the message may have failed. Review the Application log to determine the cause.

The secure messaging feature is designed to play the decoy WAV file when the message is played by using a third-party media player. Subscribers can play and send secure messages by using the phone interface, the Cisco Unity Inbox, or ViewMail for Outlook as long as the interfaces can authenticate the subscriber with the Cisco Unity server.

Subscribers Hear an Error Message When Using the Phone Interface

When subscribers are using the phone interface they may hear one of the following error messages when attempting to listen to a secure voice message:

Error Message    This message cannot be decrypted.
Error Message    This message has portions that cannot be decrypted.

Recommended Action    Review the Application log on the Cisco Unity server to determine the cause of the failure. For information on secure messaging errors in the Application log, see the "Decryption Event Log Error Messages" section and the "Encryption Event Log Error Messages" section.

Error Message    This message has expired and cannot be played.
Error Message    This message has portions that have expired and cannot be played.

Recommended Action    The message most likely expired due to the configuration of the message aging functionality, in which case this is not an error. For information on message aging, see the "Automatic Message Aging for Secure Messaging" section of the "Securing Subscriber Messages in Cisco Unity 8.x" chapter of the Security Guide for Cisco Unity Release 8.x. The guide is available at http://www.cisco.com/en/US/docs/voice_ip_comm/unity/8x/security/guide/8xcusecx.html.

Subscribers Receive an Error Message When Using ViewMail or the Cisco Unity Inbox

Error Messages Encountered in Either ViewMail or the Cisco Unity Inbox

When using ViewMail for Outlook or the Cisco Unity Inbox to listen to secure messages, a subscriber may see the following error messages:

Decryption errors are preventing this message from being played.

Decryption errors are preventing one or more portions of this message from being played.

In the case of a decryption failure, turn on Secure Messaging macro trace logs in the Cisco Unity Diagnostic tool (UDT) and contact Cisco TAC for help with troubleshooting the problem.

This message has expired and cannot be played.

This message has one or more portions that have expired and cannot be played.

In the case of message expiration, the message most likely expired due to the configuration of the Message Aging functionality, in which case this is not an error. For information on message aging, see the "Automatic Message Aging for Secure Messaging" section of the "Securing Subscriber Messages in Cisco Unity 8.x" chapter of the Security Guide for Cisco Unity Release 8.x. The guide is available at http://www.cisco.com/en/US/docs/voice_ip_comm/unity/8x/security/guide/8xcusecx.html.

When using ViewMail for Outlook or the Cisco Unity Inbox to send or listen to secure messages, a subscriber may see the following error messages:

Cisco Unity is busy processing other secure voice messages. Please try again later.

This message contains one or more parts that are encrypted and that cannot be played because Cisco Unity is busy processing other secure voice messages. To hear the parts of the message that cannot currently be played, please try again later.

In this case, the subscriber should wait a few minutes and then try playing or sending the message again.

Error Messages Encountered Only in ViewMail

In addition to the error messages described in the "Error Messages Encountered in Either ViewMail or the Cisco Unity Inbox" section, a subscriber may see the following error messages when using ViewMail for Outlook to listen to or send secure messages:

Error Message    Unable to authenticate using the domain name, user name, and password 
that you specified. Please check the values that you entered and try again. 
Passwords are case sensitive.

Recommended Action    This message is displayed if the user name, password, or domain name are entered incorrectly. Confirm that the subscriber is entering the correct values.

Error Message    Unable to connect to the Cisco Unity server. Confirm that the Cisco 
Unity server name that you specified is correct and try again. If the Cisco Unity 
server name is correct, contact your Cisco Unity administrator.

Other possible reasons for the connection failure include:

1. The Cisco Unity server that you are accessing is not running version 5.0(1) or later.

2. Either Cisco Unity or the Cisco Unity server is not running.

3. Network problems are preventing the connection.

4. The RPC port number on this computer does not match the RPC port number that Cisco Unity is configured to use.

5. The AvMMProxySvr service is stopped on the Cisco Unity server.

Recommended Action    Confirm that the Cisco Unity server name was entered correctly by the subscriber.

Recommended Action    Confirm that both Cisco Unity and the Cisco Unity server are running and that Cisco Unity is running version 5.0(1) or later.

Recommended Action    Confirm that the TCP port on the subscriber workstation matches the TCP port that Cisco Unity is configured to use for RPC connections. For details, see the "Customizing the TCP Port That ViewMail for Outlook Uses For Encrypting and Decrypting Messages" section of the "Securing Subscriber Messages in Cisco Unity 8.x" chapter of the Security Guide for Cisco Unity Release 8.x. The guide is available at http://www.cisco.com/en/US/docs/voice_ip_comm/unity/8x/security/guide/8xcusecx.html.

Recommended Action    On the Cisco Unity server, confirm that the AvMMProxySvr service is running.

NDR Notifications on Secure Voice Messages

If a subscriber attempts to send a secure voice message to a delivery location that is not set to decrypt outgoing secure messages, the sending subscriber will receive an NDR.

If a subscriber attempts to send a private secure voice message to a delivery location that is configured to decrypt only outgoing non-private secure messages, the sending subscriber will receive an NDR.

If the Voice Connector is not able to encrypt an incoming message from a delivery location, a non-delivery receipt will be sent to the message sender.

If the Voice Connector is not able to decrypt an outgoing message to a delivery location, a non-delivery receipt will be sent to the message sender.