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Cisco Unity Troubleshooting Guide, Release 3.0(1)
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Preface
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Chapter 1 - Introduction
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Chapter 2 - Internal and External Calls
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Chapter 3 - Call Transfers
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Chapter 4 - Messages
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Chapter 5 - Message Waiting Indicators
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Chapter 6 - Message Notification Calls
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Chapter 7 - Error Messages
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Chapter 8 - Third-Party Fax Integration
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Chapter 9 - Utilities
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Chapter 10 - Subscriber and Administrator Access
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Chapter 11 - Reports
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Appendix A - Cisco Unity Services
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Feedback
Table Of Contents
The Cisco Unity Primary Exchange Server Is Down or Is Disconnected
A Subscriber Misunderstands the Use of the # Key
The System Clock Time Is Incorrect
Exchange Settings Were Updated
AMIS Messages Are Unable to Be Delivered Promptly
Some Messages Seem to Disappear
The Network or Home Exchange Server Is Down
Undeliverable Messages Have Not Been Forwarded to Recipients
AMIS Messages Are Unable to Be Delivered
Cisco Unity Stops Recording Before a Caller Has Finished Leaving a Message
The Dialogic Quiet Parameter Is Incorrect
Cisco Unity, the Phone System, or the Central Office Disconnected the Call
Dial Tone or Reorder Tone Is Present at the End of a Message
Messages
About Problems with Messages
Message problems fall into four categories:
Some subscriber errors or misconceptions can lead to the impression that Cisco Unity is delaying messages. See the "Messages Appear to Be Delayed" section.
Some Exchange and Cisco Unity situations can affect message delivery. See the "Some Messages Seem to Disappear" section.
A setup problem may cause callers to be cut off when they try to leave a message. See the "Cisco Unity Stops Recording Before a Caller Has Finished Leaving a Message" section.
See the "Dial Tone or Reorder Tone Is Present at the End of a Message" section.
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Begin your troubleshooting by gathering information about the message problem. By discussing the problem with the subscriber, sometimes you can determine whether a problem is due to a misunderstanding of how Cisco Unity works. To confirm the arrival times of messages, generate a subscriber message activity report for the subscriber. For more information, see the "Subscriber Message Activity Report" section in the "Reports" chapter of the Cisco Unity System Administration Guide. If you encounter a message problem that is not described in this section, contact the Cisco Technical Assistance Center (TAC).
Messages Appear to Be Delayed
Possible causes are:
The Cisco Unity Primary Exchange Server Is Down or Is Disconnected
Messages recorded while the primary Exchange server is down or disconnected are stored until the server is brought back up. The delay experienced between the time a message is recorded and its delivery is entirely dependant on the amount of time that the primary Exchange server was down or disconnected.
A Subscriber Misunderstands the Use of the # Key
For example, when a subscriber presses the # key while listening to a message, Cisco Unity saves the message as a new message and skips to the next message. Later, the subscriber checks messages again and hears the same message.
Explain to the subscriber that pressing the # key while a message plays saves it as a new message.
The System Clock Time Is Incorrect
For example, if the system clock is slow or if a desk clock is fast, the subscriber may believe messages were delayed.
Confirm that the system clock on the Cisco Unity server is reporting the correct time.
Exchange Settings Were Updated
When settings are changed for a subscriber in Exchange, the new values may not be reflected immediately in Cisco Unity.
Explain to the subscriber that the settings may take a few minutes to synchronize, causing a delay in receipt of messages.
AMIS Messages Are Unable to Be Delivered Promptly
Outbound AMIS messages can be restricted to use only certain voice messaging ports. If the ports designated to handle AMIS messages are busy with other calls, outbound AMIS messages can be delayed. The AMIS Outbound report shows AMIS outbound traffic and total transmission time used. If the total transmission time is approaching the limit of the ports dedicated to AMIS deliveries, review the schedule and port assignments to determine if additional resources (time and/or ports) should be dedicated to AMIS message traffic.
AMIS delivery of non-urgent messages can be restricted to occur only at scheduled delivery times. This may cause the recipient to believe message delivery was delayed.
Some AMIS messages may be undeliverable. An undeliverable message is returned to the sender with an NDR status; the sender or the administrator can make corrections and resend the message. This may also appear to the recipient as a delayed delivery.
Some Messages Seem to Disappear
In some situations, messages may not be delivered to the intended recipients. Possible causes are:
The Network or Home Exchange Server Is Down
This applies only if there are multiple Exchange servers. Increasing the Max Open Retries value and decreasing the Open Interval value will increase the number of tries and decrease the wait time Exchange uses when it tries to deliver a message after the network or server comes back up.
Change these message transfer agent (MTA) site configuration values, if needed, in the Exchange Administrator.
A Mailbox Is Full
When an Exchange mailbox has exceeded the Prohibit Send and Receive limit set in the Exchange Administrator, no new messages can be sent or received. When a recipient mailbox is full, an undeliverable message is returned to the sender.
Encourage the subscriber to dispose of messages promptly so that the Exchange mailbox does not fill up.
Undeliverable Messages Have Not Been Forwarded to Recipients
Messages returned to the Cisco 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.
A Mailbox Was Moved
When a subscriber Exchange mailbox is moved from one server to another, Cisco Unity must be shut down and restarted before the subscriber can access messages.
AMIS Messages Are Unable to Be Delivered
To research AMIS outbound messages
Step 1
In the Cisco Unity Administrator, go to Networking > AMIS > Profile. Confirm that the AMIS delivery phone number is not restricted by the Cisco Unity restriction tables.
Step 2
Step 3
Step 4
Step 5
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Step 7
Step 8
Step 9
Step 10
Step 11
Step 12
Step 13
If you need assistance in interpreting the diagnostic logs, or are unable to resolve an AMIS message problem, contact Cisco TAC.
Cisco Unity Stops Recording Before a Caller Has Finished Leaving a Message
Possible causes are:
The Dialogic Quiet Parameter Is Incorrect
A caller may report hearing a prompt and being prevented from completing a message, or a subscriber may report this problem after noticing that a recording ends before the caller finished leaving a message. This can happen when the quiet parameter is not set to recognize low voice volume. It also can happen when a changed quiet parameter is not retained after a Cisco Unity upgrade.
To change the Dialogic quiet parameter (systems equipped with Dialogic voice cards only)
Step 1
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Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Step 10
Step 11
Step 12
Cisco Unity, the Phone System, or the Central Office Disconnected the Call
If a caller reports being cut off while leaving a message and did not hear a prompt prior to the disconnect, Cisco Unity, the phone system, or the central office may have disconnected the call.
To determine why the call was disconnected
Step 1
Step 2
Step 3
If no errors appear for the date and time of the disconnected call, continue with Step 4.
Step 4
Step 5
Step 6
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.
Dial Tone or Reorder Tone Is Present at the End of a Message
A possible cause is:
Switch Disconnect Tone and/or CO Disconnect Tone Are Incorrect in the Switch.ini File (Non-IP Phone Systems Only)
To determine the correct switch disconnect and CO disconnect tone values
Step 1
Step 2