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

Table Of Contents

Troubleshooting Utilities in Cisco Unity 8.x

Tools Depot in Cisco Unity 8.x

Integration Monitor in Cisco Unity 8.x

Values Displayed in the Integration Monitor

Integration Monitor Display Options

Frequently Asked Questions About the Integration Monitor

Integration Monitor Troubleshooting

Cisco Unity Diagnostic Tool in Cisco Unity 8.x

Advanced Settings Tool in Cisco Unity 8.x

Port Status Monitor in Cisco Unity 8.x

Performance Counters in Cisco Unity 8.x


Troubleshooting Utilities in Cisco Unity 8.x


Tools Depot in Cisco Unity 8.x

Tools Depot allows access to most Cisco Unity tools from a single location. The Cisco Unity Tools Depot icon is available on the Cisco Unity server desktop.

The left pane of the Tools Depot window lists all available tools by category. To display Help for a tool, click the name in the left pane. To run the tool, double-click the name.

Some tools work only with selected versions of Cisco Unity. If a tool does not appear in the Tools Depot, it does not work with the version of Cisco Unity currently running.

For more information on Cisco Unity tools, see the following sections:

Integration Monitor

Shows the information being sent between the phone system and Cisco Unity. See the "Integration Monitor in Cisco Unity 8.x" section.

Cisco Unity Diagnostic tool

Contains a database of possible Cisco Unity problems and controls the gathering of diagnostic traces used to troubleshoot these problems. See the "Cisco Unity Diagnostic Tool in Cisco Unity 8.x" section.

Advanced Settings tool

Allows updating of hidden registry settings and addition of new registry keys. See the "Advanced Settings Tool in Cisco Unity 8.x" section.

Port Status Monitor

Can be used to monitor call activity. See the "Port Status Monitor in Cisco Unity 8.x" section.

Performance Counters

See the "Performance Counters in Cisco Unity 8.x" section.


Integration Monitor in Cisco Unity 8.x

For PIMG/TIMG integrations, the Integration Monitor shows the information being sent between the circuit-switched phone system and Cisco Unity. Each packet of data contains information on one call that the phone system forwards to Cisco Unity. In some cases, seeing this data can help you diagnose integration problems.

For IP integrations (such as Cisco Unified Communications Manager or SIP), use the new Port Status Monitor. The Cisco Unity Integration Monitor is not compatible with IP integrations. For more information, see the "Port Status Monitor in Cisco Unity 8.x" section.

To Run the Integration Monitor


Step 1 Cisco Unity must be running for the Integration Monitor to display the packets being passed to and from the Cisco Unity server. If Cisco Unity is not running, start it.

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

Step 3 In the left pane of the Tools Depot window, in the Switch Integration Tools directory, double-click Integration Monitor.

Step 4 Use the View menu to select display options. For more information, see the "Integration Monitor Display Options" section.


Values Displayed in the Integration Monitor

For information on the values and menu options that appear in the Integration Monitor, see Table 13-1.

Table 13-1 Integration Monitor Fields and Columns 

Field/Column
Meaning

First Digit Delay (ms)

The amount of time that Cisco Unity waits (in milliseconds) for the first digit of a packet to arrive after Cisco Unity answers a call. For example, to specify that the Integration Monitor wait three seconds for the first digit to arrive, enter 3000.

If you change this value, you are changing the value in the Cisco Unity phone system template file for the current integration. Changing this value may cause Cisco Unity to work incorrectly.

Next Digit Delay (ms)

The amount of time that Cisco Unity waits between digits for the next digit of a packet to arrive. If the next digit does not arrive within that amount of time, Cisco Unity considers the next digit user input, and the Integration Monitor displays the digit on a new line (only when the Include digits option and Hang-up packet are defined). For example, to specify that the Integration Monitor wait two-tenths of a second for the next digit to arrive, enter 200.

If you change this value, you are changing the value in the Cisco Unity phone system template file for the current integration. Changing this value may cause Cisco Unity to work incorrectly.

Time

The time at which Cisco Unity received the call from the phone system or the time at which Cisco Unity sent an MWI on or off code to the phone system. New packets appear at the top of the Integration Events list.

Packet

The unformatted information that the phone system sent to Cisco Unity or that Cisco Unity sent to the phone system. The Integration Monitor uses the phone system template file to parse the contents of the packet into the values in the remaining columns.

Port

The voice card port on the Cisco Unity server on which a call arrives from the phone system.

Origin

Internal—The call originated from an extension on the phone system.

External—The call originated from a phone that is not an extension on the phone system.

Unknown—The source of the call is not known.

Reason

Direct—The caller dialed or was transferred to the Cisco Unity pilot number.

Forward (Ring no answer)—The call was forwarded to Cisco Unity because the extension the caller dialed was not answered.

Forward (Busy)—The call was forwarded to Cisco Unity because the extension the caller dialed was busy.

Forward (All)—The call was forwarded to Cisco Unity because the extension was set to forward all calls.

Trunk

(If provided by the phone system) The number of the trunk that the call arrived on.

Dialed Number

(If provided by the phone system) The extension number that the caller dialed.

Calling Number

(If provided by the phone system) The extension number of the phone on which the call was dialed.

Forwarding Extension

(If provided by the phone system) When the call is forwarded to Cisco Unity, the extension number of the phone that the call was forwarded from.


Integration Monitor Display Options

The menus in the Integration Monitor allow you to save data to a file and change the display in a variety of ways, as described in Table 13-2.

Table 13-2 Integration Monitor Options 

Menu
Option
Description

File

Log to file

To specify a file for saving Integration Monitor data.

Edit

Allow delay edits

To change the values in the First Digit Delay (ms) and Next Digit Delay (ms) fields. If this option is not selected, the values are display only. For more information, see First Digit Delay (ms) and Next Digit Delay (ms) in Table 13-1.

View

Always on top

To display the Integration Monitor window in front of all other windows regardless of which window is currently active.

To cancel the option, click it again.

View

Include digits

To display individual digits that are not recognized as part of a packet. For more information, see Next Digit Delay (ms) in Table 13-1.

View

Freeze display

To prevent new data packets from being displayed in the Integration Monitor window. If Cisco Unity is busy, this option can be useful for analyzing an individual packet. Freezing the display prevents the packet from scrolling out of the window before you can look at it.

To unfreeze the display, click the option again.


Frequently Asked Questions About the Integration Monitor

Table 13-3 Integration Monitor Frequently Asked Questions 

Question
Answer

Can I freeze the display?

Yes. On the View menu, click Freeze Display.

Can I view DTMF digits separately from the packets?

Yes. On the View menu, click Include Digits, and confirm that the Hang-up packet is defined. This view lets you see all packets and all other DTMF digits detected by Cisco Unity and can be helpful in troubleshooting DTMF integration packet problems.

Can I log the integration packets in the Integration Monitor to a file?

Yes. On the File menu, click Log to File. Specify name and location of the file to receive the integration packet information.

Can the Integration Monitor be used with all integrations?

No. The Integration Monitor can be used only with PIMG/TIMG integrations. For IP integrations (such as Cisco Unified Communications Manager and SIP), use the new Port Status Monitor. For more information, see the "Port Status Monitor in Cisco Unity 8.x" section.


Integration Monitor Troubleshooting

To Resolve a Situation Where No Integration Information Is Displayed


Step 1 In the View menu, confirm that Freeze Display is not selected. If it is selected, deselect it.

Step 2 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 3 Confirm that the settings match those indicated in the integration guide for your phone system.

Step 4 Correct any incorrect values.

Step 5 If you changed values in Step 4, click Save, and continue with Step 6. If you did not change any values, skip to Step 7.

Step 6 If prompted, restart the Cisco Unity services.

Step 7 If none of the steps in this procedure correct the problem, contact the Cisco Technical Assistance Center (TAC).


To Resolve a Situation Where Only Partial Packets Appear


Step 1 On the Integration Monitor Edit menu, click Allow Delay Edits.

Step 2 Increase the values in the First Digit Delay (ms) and Next Digit Delay (ms) fields. For example, if the First Digit Delay (ms) field is set to 2000, change it to 3000. And if the Next Digit Delay (ms) field is set to 250, change it to 500.

Step 3 On the Integration Monitor Edit menu, click Allow Delay Edits again to save the changes.

Step 4 If partial packets still appear, contact Cisco TAC for assistance in changing the OffHook delay parameter.


Cisco Unity Diagnostic Tool in Cisco Unity 8.x

The Cisco Unity Diagnostic tool allows creating and viewing of diagnostic log files that can be used to troubleshoot problems. It replaces the diagnostic log functionality in Maestro tools, and allows the system administrator or TAC staff to selectively run diagnostic traces at two levels:

Macro Traces—These are collections of component traces that help diagnose problems such as message waiting indicator and system problems.

Micro Traces—These are the component traces. Each component has up to 32 trace levels that can be individually selected.

The Cisco Unity Diagnostic tool also allows the system administrator or Cisco TAC staff to do the following tasks:

Create new log files on demand. This makes troubleshooting problems easier. When a problem can be reproduced reliably, the system administrator can close all existing log files and create new log files prior to reproducing the problem. This eliminates many unnecessary and unrelated items from the logs.

Configure log settings. The system administrator can adjust the maximum disk space allowed for all diagnostic log files. (The default setting is 400 MB.) The Logging Properties screen also allows the system administrator to disable all diagnostic output by clearing the Diagnostic Output check box.

Gather standard logs. This option provides the ability to quickly gather all or selected Microsoft Windows and Cisco Unity logs.

Reset to default traces. This is a quick way to return diagnostic logs to their default settings after troubleshooting efforts are complete.

View the Event log. The Event log files for either the local computer or another computer can be viewed and exported.

Change the display language for Windows Event log messages that are generated by Cisco Unity. This is a temporary change and is only in effect while the Cisco Unity Diagnostic tool is running.

To View and Export Diagnostic Files by Using the Cisco Unity Diagnostic Tool


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

Step 2 In the left pane of the Tools Depot window, in the Diagnostic Tools directory, double-click Unity Diagnostic Tool.

Step 3 On the left pane of the Cisco Unity Diagnostic Viewer, expand Cisco Unity Diagnostic Viewer > Cisco Unity Diagnostic Tool > Processes. The Processes node expands to list each process that uses log manager.

Step 4 Click a process node and then click a log file. The selected log file is formatted and displayed in the right pane.

Step 5 To export or save a copy of the log file, click Action > Export List.

Step 6 Name the file and save it to a location of your choice in .txt or .csv format.


To Create Macro or Micro Diagnostic Traces for Troubleshooting


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

Step 2 In the left pane of the Tools Depot window, in the Diagnostic Tools directory, double-click Unity Diagnostic Tool.

Step 3 In the Cisco Unity Diagnostic Viewer, click the applicable icon:

Configure Macro Traces

Configure Micro Traces

Step 4 Follow the on-screen instructions.

Step 5 In the Cisco Unity Diagnostic Viewer, click Start New Log Files.

Step 6 Reproduce the problem.

Step 7 View and export the results by doing the "To View and Export Diagnostic Files by Using the Cisco Unity Diagnostic Tool" procedure.

Step 8 In the Cisco Unity Diagnostic Viewer, click the Reset to Default Traces icon to turn off the traces that you set in Step 3.

Step 9 In the Reset to Default Traces wizard, check the Reset to Default Traces check box, and click Finish.


To Access the Event Viewer on Another Computer


Step 1 In the left pane of the Cisco Unity Diagnostic Tool window, right-click Event Viewer (Local) and click Connect to Another Computer.

Step 2 In the Select Computer dialog box, click Browse and select a computer.

Step 3 Click OK.

Step 4 Select and view the log file.

Step 5 To export or save a copy of the log file, click Action > Export List.

Step 6 Name the file and save it to a location of your choice in .txt or .csv format.


To Change the Windows Event Log Display Language for Cisco Unity-Generated Messages


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

Step 2 In the left pane of the Tools Depot window, in the Diagnostic Tools directory, double-click Unity Diagnostic Tool.

Step 3 In the left pane of the Cisco Unity Diagnostic tool, expand Cisco Unity Diagnostic Viewer > Cisco Unity Diagnostic Tool > Processes. The node expands to list each process that uses log manager.

Step 4 Right-click Processes or the individual process node of your choice.

Step 5 Click Change Cisco Unity Event Log Language.

Step 6 Click a new language from the list of available languages.

Step 7 Click Apply, then click OK.

Step 8 In the left pane of the Cisco Unity Diagnostic tool, click Event Viewer (Local), and then click the log file category that you wish to view.


Note When the Cisco Unity Diagnostic tool is closed, Cisco Unity Event log messages revert to the original language.



Advanced Settings Tool in Cisco Unity 8.x

The Advanced Settings tool allows system administrators to safely edit many of the Cisco Unity hidden registry settings. It gives a brief overview of each setting, limits edits to specific value ranges, and ensures that edits are consistent with the installed Cisco Unity version.


Note When Cisco Unity failover is configured, registry changes on one Cisco Unity server must be made manually on the other Cisco Unity server, because registry changes are not replicated.


To Edit an Existing Registry Key


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

Step 2 In the left pane, under Administrative Tools, double-click Advanced Settings Tool.

Step 3 Under Unity Settings, click the applicable setting.

Step 4 In the New Value field, click or enter the applicable value, then click Set.

Step 5 When prompted to confirm the change, click OK.

Step 6 Click Exit.

Step 7 If applicable, restart the Cisco Unity server for the registry change to take effect.


To Add a New Registry Key

Adding a new registry key to the database should be done only when indicated in the Cisco Unity documentation, or on the advice of Cisco TAC. Note that the add function can also be used to display information about existing registry settings.


Step 1 Open a command prompt window, and browse to the CommServer\Utilities\Advanced Settings Tool directory.

Step 2 Enter start unityadvancedsettingstool /addkey and press Enter. The Unity Advanced Settings page appears.

Step 3 On the Unity Advanced Settings page, click Add New Key.

Step 4 On the Add New Registry Key page, click Add New. Enter information in the following fields as applicable.

Index

Display only. A read-only field that displays a unique number for each record in the database.

Short Description

Enter a description of the registry key change (maximum of 250 characters).

Long Description

Enter a description of the behavior change that the registry key invokes.

Key Path

Enter the path to the directory where the key is stored. All values are assumed to be under HKEY_LOCAL_MACHINE.

If you need to set values outside of this registry branch, do not use this tool. Use Regedit instead.

Key Name

Enter the name of the registry at the key path. In the rare case of a registry setting that is only the key path and not a key value, you can leave this field blank.

Key Type

Select a value on the list, as follows:

REG_SZ—string values.

REG_DWORD—number values.

REG_BINARY—binary values (not used).

NONE—for cases where the presence of the key path is all that is needed, rather than a key with a value. This value should be used rarely, if at all.

Minimum Value

Enter the minimum allowable value, if the key type is a number. String values do not use this field.

Maximum Value

Enter the maximum allowable value, if the key type is a number. String values do not use this field.

Step By

Enter the step for each value added to the drop-down list, if the key type is a number. For example, if the minimum value is 0, and the maximum value is 100, a Step By value of 20 will populate the drop-down list with 0, 20, 40, 60, 80, 100.

Minimum Unity Version

A list of all major Cisco Unity versions 2.3 and later. Indicate if the registry key is not valid for versions earlier than a specified version.

Maximum Unity Version

A list of all major Cisco Unity versions 2.3 and later. Indicate if the registry key is not valid for versions later than a specified version.


Step 5 Click Save, and then click OK.

Step 6 Click Exit.


Port Status Monitor in Cisco Unity 8.x

Cisco Unity has two Status Monitors:

The web-based Status Monitor that is described in the System Administration Guide for Cisco Unity.

The Port Status Monitor that is located in the Switch Integration Tools directory of Tools Depot.

These two Status Monitors are useful as troubleshooting tools. However, the web-based Status Monitor is not intended to be run for long periods of time due to the significant amount of system resources it uses. The web-based Status Monitor automatically times out after 20 minutes of use (see CSCdv69341).

The Port Status Monitor application does not adversely affect system performance and can be run for as long as necessary to monitor call activity and troubleshoot a problem.

Performance Counters in Cisco Unity 8.x

The Cisco Unity integration performance counters may not be available after an upgrade or after a change to the phone system integration, if the upgrade or integration change was made while performance monitoring services (CUPID or PerfMon) were running.

To Re-Enable Performance Counters After an Upgrade or After a Change to the Phone System Integration


Step 1 On the Windows Start menu on the Cisco Unity server, click Programs > Administrative Tools > Services.

Step 2 Stop the Cisco Unity Performance Information and Diagnostics service, if it is installed on the Cisco Unity server.

Step 3 Set the Cisco Unity Performance Information and Diagnostics service Startup type to Manual.

Step 4 Click Start > Programs > Administrative Tools > Performance.

Step 5 Stop any counters or trace logs that are currently running.

Step 6 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 when Cisco Unity failover is configured, 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 7 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 8 Delete the Performance Counter Variables registry key, located at

HKLM\Software\Active Voice\AvLogMgr\1.0\PerformanceCounterVariables

Step 9 Restart the Cisco Unity server.

After Cisco Unity has restarted, the Cisco Unity integration performance counters will be available, and the registry key that was deleted in Step 8 will be automatically re-created.