Table Of Contents

Subscriber and Administrator Access

About Access Problems

Subscribers Logging On to Cisco Unity Hear the Opening Greeting Instead of the Subscriber Conversation

Cisco Unity Does Not Respond to Touchtones

DTMF Signal Is Not Being Sent (Non-IP Phone Systems Only)

DTMF Values in Cisco Unity Are Inconsistent with the Values in the Phone System (Non-IP Phone Systems Only)

No Sounds Play on the Multimedia System After Installing the Cisco CallManager Software

Cisco Unity Tray Icon is Missing from the Status Bar

Subscriber and Administrator Access

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About Access Problems

Subscriber access problems are usually related to a problem with the phone system integration. Subscriber access problems may include:

Problems that prevent subscribers from using Cisco Unity	See the following sections: The "Subscribers Logging On to Cisco Unity Hear the Opening Greeting Instead of the Subscriber Conversation" section. The "Cisco Unity Does Not Respond to Touchtones" section.
Problems that prevent subscribers from fully utilizing the features of Cisco Unity and the phone system	See the "No Sounds Play on the Multimedia System After Installing the Cisco CallManager Software" section.

Administrator access problems can include Status Monitor problems. See the "Cisco Unity Tray Icon is Missing from the Status Bar" section.

If you encounter a subscriber or administrator access problem that is not described in this chapter, contact the Cisco Technical Assistance Center (TAC).

Subscribers Logging On to Cisco Unity Hear the Opening Greeting Instead of the Subscriber Conversation

Confirm that the integration is enabled and that the phone system settings are correct.

To verify the phone system settings in the Cisco Unity Administrator

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Step 1 In the Cisco Unity Administrator, click System > Switch.

Step 2 In the Set Active Switch Type section, verify all values.

Step 3 Correct any incorrect values for the phone system.

Step 4 If you changed values in Step 3, click Save.

Step 5 Shut down and restart Cisco Unity.

Step 6 If you have confirmed that the integration is enabled and that the phone system settings are correct, and subscribers still hear the opening greeting instead of the subscriber conversation, contact Cisco TAC.

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Cisco Unity Does Not Respond to Touchtones

There are several possible causes for Cisco Unity not responding to touchtones (when using a non-IP phone system):

DTMF Signal Is Not Being Sent (Non-IP Phone Systems Only)

The first procedure in this section is used only for feature-set phones, because feature-set phones rely on the phone system to generate touchtones, while analog phones generate their own touchtones. For feature-set phones, you may need to enable touchtones on the phone system.

If you are having trouble only with the operator console, continue with the next procedure, To test manual DTMF signaling on the operator console. If you are using only analog phones to access Cisco Unity and are having trouble with response to touchtones, contact Cisco TAC.

To test manual DTMF signaling on feature-set phones

Do this procedure for each type of feature-set phone that you use to access Cisco Unity.

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Step 1 Set up a test phone (Phone 1) for single-line testing. For more information, see the "Troubleshooting Preparation" section on page 1-1.

Step 2 On a feature-set phone that is connected to the phone system but that is not connected to Cisco Unity (Phone 2), call Phone 1. For Phone 2, use a phone that is the same type that subscribers use to access Cisco Unity.

Step 3 Answer Phone 1.

Step 4 On Phone 2, press touchtone keys.

If you hear touchtones on Phone 1, then the type of phone you are using for Phone 2 is sending DTMF signals to Cisco Unity. Continue with Step 5.

If you do not hear touchtones, reprogram the phone system to provide station-to-station DTMF signaling on that line, and repeat the test. If you still do not hear touchtones, contact the phone system vendor.

Step 5 Connect a line-monitoring device (for example, a ZiadLinemaster) to Phone 1, and test the duration and volume of the touchtones Phone 2 is generating. Write down the values, and contact Cisco TAC to determine whether touchtone durations in the phone system template file need to be changed. For information on setting up the line-monitoring device, see the documentation from the manufacturer.

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To test manual DTMF signaling on the operator console

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Step 1 Perform the previous procedure, To test manual DTMF signaling on feature-set phones, but use the operator console for Phone 2.

Step 2 If you hear touchtones on Phone 1, then the operator console is sending DTMF signals to Cisco Unity. The reason Cisco Unity is not responding to touchtones is probably related to the Cisco Unity setup. Contact Cisco TAC.

If you cannot hear touchtones on Phone 1, the operator console is not generating touchtones. Add a tone dialer that generates DTMF tones, and repeat the test.

If you still cannot hear touchtones, contact Cisco TAC.

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DTMF Values in Cisco Unity Are Inconsistent with the Values in the Phone System (Non-IP Phone Systems Only)

To compare phone system and Cisco Unity values for DTMF duration and delay between digits

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Step 1 In the phone system documentation or programming, locate the duration of DTMF tones and the delay between digits that the phone system expects from Cisco Unity.

Step 2 Start the Edit Switch utility, and locate the Dialed DTMF Duration and Delay Between Dialed DTMF Digits boxes.

Step 3 Compare the phone system values with the Cisco Unity values. If the values do not match, contact Cisco TAC.

Do not use the Edit Switch utility to change values without contacting Cisco TAC for assistance.

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No Sounds Play on the Multimedia System After Installing the Cisco CallManager Software

When a multimedia system is installed on the Cisco Unity server, registry entries for the multimedia system wave driver may be overwritten when you install the Cisco wave driver. If this happens, the multimedia system no longer plays sounds. Contact Cisco TAC.

Cisco Unity Tray Icon is Missing from the Status Bar

To manually start the Cisco Unity tray icon

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Step 1 Navigate to the CommServer directory.

Step 2 Run AvCsTrayStatus.exe. The tray icon will be restored.

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