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

Table Of Contents

Troubleshooting Phone View in Cisco Unity 8.x

Tools for Troubleshooting Phone View in Cisco Unity 8.x

Task List for Troubleshooting Phone View in Cisco Unity 8.x

Enabling the Applicable Traces

Verifying That Cisco Unity Can Retrieve the Device List

Determining Why Cisco Unity Cannot Retrieve the Device List

Verifying That the Specific Device Is Authorized for Phone View

Determining Why the Device Is Not Authorized

Verifying That the Device List Retrieval Has Successfully Run

Reviewing the Cisco Unity Logs for Other Phone View Errors

Determining the Cause of a Phone View Not Found Error

Determining Why the Visual Message Locator Conversation Is Not Offered

Other Phone View Errors


Troubleshooting Phone View in Cisco Unity 8.x


Phone View is made up of two main features, Message Monitor and Visual Message Locator.

Message Monitor simulates an answering machine by allowing a subscriber to monitor a message while the caller records it. Message Monitor also allows the subscriber to connect to a caller while the caller is recording a message.

After a subscriber logs on to voice mail, Visual Message Locator presents as a menu the voice messages for the subscriber on the IP phone display. The menu displays significant properties of the message (sender, time sent, and so on). The subscriber can use the IP phone menu navigation features to visually scan the list of messages and choose one to hear.

See the following sections:

Tools for Troubleshooting Phone View in Cisco Unity 8.x

Task List for Troubleshooting Phone View in Cisco Unity 8.x

Tools for Troubleshooting Phone View in Cisco Unity 8.x

This section provides a summary of the logs, traces, and other tools available to troubleshoot Cisco Unity Phone View.

Cisco Unity Diagnostic Tool

You can use the Cisco Unity Diagnostic Tool (UDT) to resolve many Phone View issues. Set the following diagnostic traces in the UDT:

CDE 1, 20-23

Conversation

Conversation Utilities

MiuCall

MiuGeneral 0-4, 12, 14, 16 (SIP integrations: 20-22)

MiuIO 11, 14

MiuMethods 12, 14, 16, 18

PhraseServer

PhraseServertoMonitor

UTIM

You can use the Cisco Unity Telephony Integration Manager (UTIM) to troubleshoot configuration problems with Cisco Unity Phone View. The Verify Users button on the Phone View tab is particularly useful.

Ethereal/Wireshark

You can use a network capture tool such as Ethereal or Wireshark to capture the network traffic while you use Phone View. Within a Phone View call, network traffic occurs between Cisco Unity and the phone. Within the device list retrieval, network traffic occurs between Cisco Unity and Cisco Unified Communications Manager. The traffic that is most relevant is the HTTP traffic and the traffic on the port that is used for CTI services, as specified in UTIM on the Tools > Phone View Settings page.

Winhttpcfg.exe

When SSL is used between Cisco Unity and Cisco Unified CM, you can use a utility called Winhttpcfg.exe to show the HTTP traffic for Phone View calls. For more details about this tool, see the "How To Trace ServerXMLHTTP Calls Using the Winhttptracecfg Tracing Tool in XML" (article 307272) in the Microsoft Knowledge Base. To use this tool, you must restart Cisco Unity.

Task List for Troubleshooting Phone View in Cisco Unity 8.x

1. Enable the applicable traces. See the "Enabling the Applicable Traces" section.

2. Verify that Cisco Unity retrieves the device list. See the "Verifying That Cisco Unity Can Retrieve the Device List" section.

If the device list is successfully retrieved, skip to Task 4. Otherwise, continue with Task 3.

3. Determine why Cisco Unity cannot retrieve the device list. See the "Determining Why Cisco Unity Cannot Retrieve the Device List" section.

4. Verify that the specific device is authorized for Phone View. See the "Verifying That the Specific Device Is Authorized for Phone View" section.

If the device is authorized, skip to Task 6. Otherwise, continue with Task 5.

5. Determine why the device is not authorized. See the "Determining Why the Device Is Not Authorized" section.

6. Verify that the device list retrieval has successfully run. See the "Verifying That the Device List Retrieval Has Successfully Run" section.

7. If all previous steps pass, but Phone View still does not display, see the "Reviewing the Cisco Unity Logs for Other Phone View Errors" section.

8. If the Not Found error appears in the logs, determine the cause. See the "Determining the Cause of a Phone View Not Found Error" section.

9. Determine why the conversation does not offer Visual Message Locator. See the "Determining Why the Visual Message Locator Conversation Is Not Offered" section.

10. For other errors and resolutions, see the "Other Phone View Errors" section.

Enabling the Applicable Traces

Before you make test calls to track down the problem, do the following procedure to enable the applicable traces.

To Enable the Applicable Traces


Step 1 On the Windows Start menu, click Programs > Cisco Unity > Cisco Unity Diagnostic Tool. The Cisco Unity Diagnostic Viewer appears.

Step 2 In the right pane of the Cisco Unity Diagnostic Viewer, click the Configure Micro Traces icon. The Configure Micro Traces wizard appears.

Step 3 On the Welcome page, click Next.

Step 4 On the Configure Micro Traces page, set the following traces:

CDE 1, 20-23

Conversation

Conversation Utilities

MiuCall

MiuGeneral 0-4, 12, 14, 16 (SIP integrations: 20-22)

MiuIO 11, 14

MiuMethods 12, 14, 16, 18

PhraseServer

PhraseServertoMonitor

Step 5 Click Next.

Step 6 On the Completing page, click Finish.

Step 7 In the right pane of the Cisco Unity Diagnostic Viewer, click the Start New Log Files icon.


Note After you have completed troubleshooting, disable the traces that you enabled.



Verifying That Cisco Unity Can Retrieve the Device List

To verify that Cisco Unity can contact Cisco Unified CM to retrieve the device list, do the following procedure.

To Verify That Cisco Unity Can Retrieve the Device List


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

Step 2 In the left pane, expand the node of the phone system integration for the subscriber on whose phone Phone View does not appear.

Step 3 Click Properties.

Step 4 In the right pane, click the Phone View tab.

Step 5 Click Verify Users. The Verify Phone View Settings dialog box appears.

Step 6 If the device list is not retrieved successfully, go to the "Determining Why Cisco Unity Cannot Retrieve the Device List" section.

If the device list is retrieved successfully, go to the "Verifying That the Specific Device Is Authorized for Phone View" section.


Determining Why Cisco Unity Cannot Retrieve the Device List

To determine why the device list cannot be retrieved, do the following procedure.

To Determine Why Cisco Unity Cannot Retrieve the Device List


Step 1 In the Verify Phone View Settings dialog box where the device retrieval failed, click Log File and click OK to close the Verify Phone View Settings dialog box.

Step 2 Search the log file for one of the following errors to determine why the device list cannot be retrieved.

Error
Resolution

Error: Phone View - Cannot reach CUCM/CCM. Check CUCM/CCM version on the UTIM Phone View tab.

Verify that Cisco Unified CM is running.

Verify that the Phone System Version set on the Phone View tab is correct.

Connect succeeded - Try to retrieve devices from 10.93.248.46 Attempt to retrieve the list of phone devices from CUCM/CCM. This can take a moment... Error: Phone View - Incorrect CUCM/CCM username and/or password Failed to retrieve devices from 10.93.248.46 - will try next server (if any).

Verify the Cisco Unified CM user name and password are correct.

Note If you are integrated with Cisco Unified CM 4.x and if Multi-Level Admin is configured on Cisco Unified CM, the Multi-Level Admin user name and password might need to be used for the credentials.

Error: Phone View - Exceeded allowed rate for realtime information. Phone View - SelectCmDevice OpenRequest failed Error: Phone View - RetrieveDevices failed to call SelectCmDevice Failed to retrieve devices from <IP address> - will try next server (if any).

Verify that Cisco Unified CM runs and can be pinged. Try to go to this URL: http://<Cisco Unified CM IP Address>/ccmcip/authenticate.jsp. You get a page that says unauthorized. If any other page is displayed, there is mostly likely a problem with the ability of Cisco Unity to contact the Cisco Unified CM server.

Verify that the Cisco Unified CM server is not too busy. For example, if multiple Cisco Unity servers attempt the device refresh to the same Cisco Unified CM at the same time, one can fail completely. This situation can also happen if the refresh interval happens at the same time when the Verify Users button is clicked. Click the Verify Users button again and see whether the problem occurs again.


Step 3 Do the action indicated to resolve the error.


Verifying That the Specific Device Is Authorized for Phone View

To verify that the specific device has been configured correctly in UTIM for Phone View, do the following procedure.

To Verify That the Specific Device Is Authorized for Phone View


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

Step 2 In the left pane, expand the node of the phone system integration for the subscriber on whose phone Phone View does not appear.

Step 3 Click Properties.

Step 4 In the right pane, click the Phone View tab.

Step 5 Click Verify Users. The Verify Phone View Settings dialog box appears.

Step 6 In the Verify Phone View Settings dialog box, click the device that you want to test.

Step 7 Click Test Device.

Step 8 If the device is not authorized, see the "Determining Why the Device Is Not Authorized" section.

If the device is authorized, but Phone View still does not work, go to the "Verifying That the Device List Retrieval Has Successfully Run" section.


Determining Why the Device Is Not Authorized

To determine why the device is not authorized for Phone View in UTIM, do the following procedure.

To Determine Why the Device Is Not Authorized


Step 1 Verify that the CTI/Application username and password are the same in both Cisco Unified CM and in UTIM.

Step 2 Verify that the CTI/Application user credentials in Cisco Unified CM do not need to be changed at the next login.

Step 3 Verify that the device is associated with the CTI/Application user in Cisco Unified CM.


Verifying That the Device List Retrieval Has Successfully Run

Before Phone View will work on Cisco Unity, the phone device information on Cisco Unified CM must be successfully retrieved by Cisco Unity. When the Cisco Unity server is restarted, the device retrieval for each integration that is configured must be successful before the phones on that integration can use the Phone View features.

By default, the device list is retrieved when the Cisco Unity server restarts. Device retrieval also occurs automatically on a regular 15-minute interval. The device retrieval occurs for the first Cisco Unified CM server listed for each integration on the Cisco Unity server. If the first (primary) Cisco Unified CM server cannot be contacted, Cisco Unity will try the next Cisco Unified CM server listed on the integration (if there is one), then the third, and so on until Cisco Unity successfully receives the information or fails to receive it. When Cisco Unity failover is configured, the inactive secondary server will not retrieve the device list until it becomes active. When the secondary server is active, the inactive primary server will not receive the device list. When failover or failback occurs, there can be a temporary Phone View outage.

Cisco Unified CM has a restriction on how many devices that it can get within a 60-second period. If the device request takes longer than 60 seconds to get all devices, the retrieval delays for 60 seconds plus a random value before it will continue to retrieve the devices. This delay can occur when more than 3,000 devices are retrieved in a 60-second period.

The following log statements will be posted to the log when a delay is required:

Exceeded allowed rate for Realtime information.
SelectCmDevice bOpenRequest failed
SelectCmDevice failed because allowed rate for realtime information was exceeded. 
Waiting for <time> ms to retry again.

In a multiple integration environment, if the device list refresh intervals overlap, only one request is made at a time. Dependent upon the number of devices and integrations configured, this situation can cause the interval ID to be inexact.

The device list in the logs lists all phones that are eligible to use Phone View. If a phone is not listed in the retrieved list, Phone View is not enabled for that phone.


Note Even when a phone is listed in the log, the phone may not be fully configured for Phone View.


Do the following procedure.

To Verify That the Device List Retrieval Has Successfully Run


Step 1 On the Windows Start menu, click Programs > Cisco Unity > Cisco Unity Diagnostic Tool. The Cisco Unity Diagnostic Viewer appears.

Step 2 In the left pane of the Cisco Unity Diagnostic Viewer, expand the Cisco Unity Diagnostic Viewer > Cisco Unity Diagnostic Tool > Processes node.

Step 3 In the left pane, expand the AvCsMgr process, and click the log file that you want to view. The log file is formatted and appears in the right pane.

Step 4 Search the logs to verify that a device list refresh has run successfully.

A device list refresh is successful when the following entries appear in the logs:

Successful Device List refresh
CCMSvc::CCM_Http_AXL - Start device list for integration ID [n]
name: <device name of phone 1> ip: <ip address of phone 1> dn:
<directory number line1>
name: <device name of phone 2>ip: < ip address of phone 2> dn:
<directory number line1> <directory number line2>
name: <device name of phone 3>ip: < ip address of phone 3> dn:
<directory number line1>
CCMSvc::CCM_Http_AXL - End device list for integration ID [n]

Step 5 Verify that the device on which you attempted to use Phone View appears in the list. If the device is not in the list, verify that the device is on a Cisco Unified CM server that is contacted within the device retrieval.

Step 6 If the device list retrieval failed, go to the "Determining Why Cisco Unity Cannot Retrieve the Device List" section.

If the device list retrieval was successful, go to the "Reviewing the Cisco Unity Logs for Other Phone View Errors" section.


Reviewing the Cisco Unity Logs for Other Phone View Errors

If Phone View still does not work after the device list is successfully retrieved and the specific device is authorized through UTIM, make a test call and then do the following procedure.

To Review the Cisco Unity Logs for Other Phone View Errors


Step 1 On the Windows Start menu, click Programs > Cisco Unity > Cisco Unity Diagnostic Tool. The Cisco Unity Diagnostic Viewer appears.

Step 2 In the left pane of the Cisco Unity Diagnostic Viewer, expand the Cisco Unity Diagnostic Viewer > Cisco Unity Diagnostic Tool > Processes node.

Step 3 In the left pane, expand the AvCsMgr process, and click the log file for the time of a test call. The log file is formatted and appears in the right pane.

Step 4 Search the log for errors. (Many of the errors are self-explanatory, but a few of the trickier ones are listed below.)

Error
Resolution

Not found

See the "Determining the Cause of a Phone View Not Found Error" section.

Authentication error (4)

Change the authentication URL in the Cisco Unified CM Enterprise Parameters to use the IP address of the Cisco Unified CM instead of the server name.

MM not enabled in UTIM
(Message Monitor only)

On the Phone View tab in UTIM, confirm that the Message Monitor Enabled check box is checked.

If the Message Monitor Enabled is checked and the logs still display this message, most likely the switch ID is correctly set for the mailbox, but all other parts of the subscriber account, such as the contact rules, are set to the wrong switch ID. This situation can occur when the subscriber has been moved from one phone system to another.

In order to correct this situation, in UTIM, on the Tools menu, click Subscriber-Phone System Associations and move the affected subscribers to the correct phone system.


Step 5 Do the action indicated to resolve the error.


Determining the Cause of a Phone View Not Found Error

In order to further narrow down the problem related to the Not Found error in the Cisco Unity logs, do the following procedure.

To Determine the Cause of the Not Found Error


Step 1 On the Cisco Unity server, ping the device that does not display Phone View. If the ping is not successful, the HTTP traffic cannot reach the phone. This situation can be due to a firewall configuration or something else that blocks the traffic such as a VPN router.

Step 2 Verify that the directory number that Cisco Unity attempts to bind to is a valid subscriber extension.

Step 3 Verify that the phone device that Cisco Unity attempts to bind to is the device to which you expect it to bind.

Step 4 Verify that, if the directory number to which Cisco Unity attempts to bind is associated with multiple devices, Message Monitor has been enabled for a single device through the subscriber conversation in Setup (4) > Personal Settings (3) > Message Monitor Settings (6).


Determining Why the Visual Message Locator Conversation Is Not Offered

Do one of the following:

Verify that the device is not behind a VPN router.

Most VPN routers are configured to block unauthenticated http traffic. Because of this restriction, Phone View applications cannot be displayed on devices behind VPN routers.

Verify that the Visual Message Locator Enabled check box is checked on the Phone View tab in UTIM.

Verify that both the Message Locator and Visual Message Locator are enabled for the subscriber (on the Subscriber > Feature page in the Cisco Unity Administrator). The Subscriber Can Use Message Locator and the Subscriber Can Use Phone View Visual Message Locator check boxes must both be checked.

Other Phone View Errors

The following list contains additional errors that may be encountered.

Error
Resolution

No IP address published for phone device <device>.

The device number and IP address were not retrieved in the device list.

Phone device <device> is not a supported type.

Verify that you use Phone View on a supported phone. See the System Requirements for Cisco Unity Release 8.x at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_installation_guides_list.html.

Phone device <device> is not enabled for HTTP.

Verify that Web Access is enabled under the phone Security Configuration.

Phone device with IP address <device> is already in use.

Only one Phone View feature can be used at a time. If more than one feature is used simultaneously, this error displays. The error can also display if the device you use did not get a proper disconnect state after Phone View usages. Try again.

LoadLocale() failed for phone device <device>.

Cisco Unity determines the locale of the phone and then loads the appropriate files. If the locale returned to Cisco Unity does not match one of the file names, this error will be displayed.

Verify that the name of a file in the CommServer\Localize\Scripts\CiscoIPPhoneLocales directory matches the locale logged in the logs:

CJsPhone::LoadLocale - phone Accept-Language = [en_US]

Note If a script file for the language on the phone is not found, Phone View defaults to the US locale.

CJsPhone::GetCiscoHttpHeaderFromPhone - ERROR", "Wait for m_evtHttpHeadersInitialized event TIMED OUT (or FAILED).

This can be an indication that the phone device cannot communicate with the TCP port configured for CTI services for this server.

Verify that the port used for CTI services, as configured in UTIM Tools > Phone View Settings, is correct and valid.

Expected the Message Monitor or Visual Message Locator to display, but it does not display and only silence is heard.

Look for an XML parse error on phone. If this occurs, it can be related to the firmware load on the phone. Attempt to reproduce it on another phone and submit a defect.