Table Of Contents
Introduction
Troubleshooting Preparation
Setting Up For a Diagnostic Test (Cisco CallManager Integration Only)
Setting Up for a Single-Line Test (Circuit-Switched Phone System Integrations Only)
Reporting Problems to Cisco TAC
System Information
Problem Description
Logs and Traces
Dr. Watson Logs
Event Log Traces
Miu Diagnostics
TSP Traces
Diagnostic Traces for the Exchange 5.5 Directory Monitor
Flags To Enable
Diagnostic Traces for the Active Directory Monitors
Flags To Enable
Disaster Recovery of the Cisco Unity Server
Disaster Recovery Process Troubleshooting
Introduction
In this chapter you will find basic information that will help you prepare for troubleshooting Cisco Unity. See the following sections:
•
Troubleshooting Preparation—This section includes instructions for setting up for a diagnostic test.
•Reporting Problems to Cisco TAC—This section explains what information you will need to interact with the Cisco Technical Assistance Center (TAC), including instructions for obtaining logs and traces and enabling Miu diagnostics.
•Disaster Recovery of the Cisco Unity Server—This section contains instructions for restoring the Cisco Unity server in the event of a major system corruption or hardware problem.
Troubleshooting Preparation
Problems with external and internal calls, message notification calls, and message waiting indicators can be caused by the phone system, by Cisco Unity, or by both, and are therefore difficult to diagnose. Several of the procedures for resolving problems use the single-line test, in which the phone lines connected to Cisco Unity are tested one at a time.
Most phone systems provide documentation on the codes that perform transfers, recalls, and other call progress functions. Have the phone system documentation available while performing the procedures in this section.
Setting Up For a Diagnostic Test (Cisco CallManager Integration Only)
To perform diagnostic tests you need three test extensions. Phone 1 is assigned to the Unity Example Subscriber. Phones 2 and 3 are set up only in Cisco CallManager and do not need to have a Cisco Unity subscriber assigned. All three extensions must be in the same calling search space as Cisco Unity.
To set up the test configuration
Step 1 Set up two test extensions (Phone 1 and Phone 2) on the same phone system that Cisco Unity is connected to.
Step 2 Set Phone 1 to forward calls to the Cisco Unity pilot number when calls are not answered.
Step 3 In the Cisco Unity Administrator, go to the Subscribers > Subscribers > Profile page for the Example Subscriber.
Step 4 In the Extension field, enter the extension of Phone 1.
Step 5 Click the Save icon.
Step 6 In the navigation bar, click Call Transfer to go to the Subscribers > Subscribers > Call Transfer page for Example Subscriber.
Step 7 Under Transfer Incoming Calls, click Yes, Ring Subscriber's Extension, and confirm that the extension number is for Phone 1.
Step 8 Under Transfer Type, click Release to Switch.
Step 9 Click the Save icon.
Step 10 Click Messages for Example Subscriber.
Step 11 Under Message Waiting Indicators (MWIs), check Use MWI for Message Notification.
Step 12 In the Extension field, enter x.
Step 13 Click the Save icon.
Setting Up for a Single-Line Test (Circuit-Switched Phone System Integrations Only)
To perform diagnostic tests, you need a lineman test set or an analog phone with a ringer. Additional equipment and the method you use to set up for a single-line test depend on the type of voice cards in the Cisco Unity server.
To set up a Dialogic D/120 card for single-line testing
This voice card supports two lines per jack, so you need a line splitter to test individual lines.
Step 1 Determine which line you are having trouble with, and unplug it from the voice card.
.
Step 2 Plug that line into a line splitter.
Step 3 Plug the test phone into the jack on the line splitter corresponding to the port you are having trouble with. The inner pair of wires correspond to the first port, and the outer pair of wires correspond to the second port.
To set up a Dialogic D/41E-series card for single-line testing
This voice card supports only one line per jack.
Step 1 Determine which line you are having trouble with, and unplug it from the voice card.
Step 2 Plug that line into the test phone.
Reporting Problems to Cisco TAC
When you report a problem to the Cisco Technical Assistance Center (TAC), you will be asked to provide information about your system and about the problem. This section provides procedures for gathering the system information and problem description that may be requested.
System Information
Have the following system information ready when you call:
•Cisco Unity version currently in use. See one of the following procedures: To determine the Cisco Unity version in use by using the Cisco Unity Administrator, or To determine the Cisco Unity version in use by using the AvCsMgr.exe file.
•Cisco Unity-CM TSP version currently in use. See To determine the Cisco Unity-CM TSP version in use.
Note In versions earlier than 3.1(1), the Cisco Unity-CM TSP was known as the AV-Cisco TSP.
•RealSpeak TTS version currently in use. See To determine the RealSpeak version in use.
•Build number(s) of any software releases or upgrades installed.
•Number, type, and speed of processors.
•Memory and pagefile size.
•Hard disk size and free space.
•Number and type of voice ports installed.
•Phone system integration, including the manufacturer, model, and version (if applicable).
•Cisco Unity switch.ini file version currently in use. See To determine the Switch.ini file version in use.
•Other telephony software or hardware installed, such as fax, UniModem, or pcAnywhere.
•Microsoft Windows 2000 and Exchange service packs installed.
•Number of subscribers in the Cisco Unity and Exchange databases.
•Size of the Exchange database file.
•Approximate normal Cisco Unity server CPU utilization. (For example, does the Windows task manager often show 100 percent CPU utilization, or is it usually less than 80 percent?)
To determine the Cisco Unity version in use by using the Cisco Unity Administrator
Step 1 In the Cisco Unity Administrator, go to the System > Configuration > Software Versions page. The version is displayed in the Cisco Unity Version field.
To determine the Cisco Unity version in use by using the AvCsMgr.exe file
Step 1 Browse to the CommServer directory (the default location is C:\CommServer).
Step 2 Right-click AvCsMgr.exe, and click Properties.
Step 3 In the Properties window, click the Version tab.
Step 4 In the Item Name list, click Product Version. The Cisco Unity version is displayed in the Value window.
Note that Cisco Unity version 3.1(2b) can not be determined by using this procedure. Refer to the CD1.ID file on the Cisco Unity CD 1.
To determine the Cisco Unity-CM TSP version in use
Step 1 Browse to the WinNT\System32 directory.
Step 2 Right-click the Avskinny.tsp file, and select Properties.
Step 3 In the Properties window, click the Version tab.
Step 4 The File Version value is the Cisco Unity-CM TSP version currently in use.
To determine the Switch.ini file version in use
Step 1 Browse to the CommServer directory (the default location is C:\CommServer).
Step 2 Double-click Editswitch.exe.
Step 3 Click Edit this Switch Configuration.
Step 4 The Switch.ini file version is displayed in the title bar of the window.
To determine the RealSpeak version in use
Step 1 Browse to the CommServer\RealSpeak\Api\Lib directory.
Step 2 Right-click the file Lhstts.dll, and click Properties.
Step 3 Click the Version tab.
Step 4 In the Items list, click Product Version. The DLL version is displayed in the Value window and corresponds to the following RealSpeak versions:
–2.1.0.0 = RealSpeak version 2.0(1)
–2.11.0.0 = RealSpeak version 2.1(1)
–2.12.0.0 = RealSpeak version 3.0(0)
–2.13.0.0 = RealSpeak version 3.0(1)
Problem Description
Be prepared to give a complete description of the problem, including:
•Symptoms such as lost ports, Event log errors, or Dr. Watson errors.
•Problem frequency under normal load conditions (for example, every call, once per hour, or once only).
•Problem frequency when specific attempts are made to reproduce it.
•Detailed sequence of steps to reproduce the problem.
•Date and time of last known occurrence of the problem.
•Which digits were entered by the caller (for example, menu selections or subscriber extensions, or the extension of the caller and/or called port), if known.
•Which port(s) were affected by the problem, if known.
•Applicable logs and traces (see the following "Logs and Traces" section for more information on how to obtain log and trace files).
Logs and Traces
For problems in the Miu or TSP, Cisco TAC may ask for logs and traces before the problem can be diagnosed and fixed. Miu diagnostic logs, along with the Event log and/or Dr. Watson logs, if available, are usually sufficient for the initial phase of diagnosing a problem. TSP traces are typically not required unless Cisco TAC determines that the problem is happening at a level below the Miu.
Caution Diagnostic traces that are set before a Cisco Unity software upgrade are not preserved and must be reset after the upgrade.
Refer to the following sections for details about third-party logs and traces:
•Dr. Watson Logs
•Event Log Traces
Most Cisco Unity components such as the Miu, Arbiter, Notifier, Conversations, and SA can write diagnostic information to a log file. Diagnostic output of the problem occurring is critical to determining what caused the problem. If the problem seldom occurs, such as only once a day, it can be difficult to find the actual occurrence of the problem in the diagnostic log. See the following sections for details about Cisco Unity diagnostic traces:
•Miu Diagnostics
•TSP Traces
Dr. Watson Logs
Dr. Watson is a program invoked by Windows 2000 when a serious problem occurs that is not handled by Cisco Unity. When Dr. Watson is invoked, a dialog box appears containing an error message, for example, "Dr. Watson encountering an error in the AvCsMgr.exe process." Dr. Watson errors may occur in other processes such as Tapisrv.exe, or Dlgc_srv.exe.
To obtain a Dr. Watson log
Step 1 When a Dr. Watson error occurs, make a copy of the file Winnt\drwtsn32.log.
Step 2 Before you attempt to reproduce the problem, from a command prompt, enter drwtsn32 and press Enter.
Step 3 Set Number of Instructions to 50.
Step 4 Specify the number of errors to record in the Number of Errors to Save field. The default is 10.
Step 5 In the Dump Symbol Table box, confirm that the Dump All Thread Contexts, Append to Existing Log File, Visual Notification, and Create Crash Dump File check boxes are checked.
Step 6 Click OK to close the dialog box.
Step 7 Reproduce the problem.
Step 8 Repeat Step 1.
Event Log Traces
The Event log is used by Windows applications to report errors and warnings. The Miu reports serious failures to the Event log, for example, "Component Miu: thread <XXX> had a failure on port <YYY> in AvWav."
To obtain an Event log trace
Step 1 On the Windows Start menu, click Programs > Administrative Tools > Event Viewer.
Step 2 Go to the Application log.
Step 3 Look for failure messages in the Application log. These can include errors from the Miu or AvWav, as well as errors from other Cisco Unity components or Exchange errors.
Step 4 If failure messages are present in the Application log, go to the Event Viewer Action menu.
Step 5 Choose Save as Type CSV (Comma Delimited) *.csv and click Save. Do not save the raw Event log data in a *.evt file.
Miu Diagnostics
Enable the Miu diagnostics when you are obtaining traces for an Miu problem. Enable any other applicable diagnostic traces (see Table 1-1). For example, if there are AvWav errors in the Event log, enable the AvWav diagnostics. However, keep in mind that running additional diagnostics can affect system performance and hard drive space.
To enable Miu diagnostics
Step 1 On the Windows Start menu, click Programs > Unity > Unity Diagnostic Tool.
Step 2 On the Cisco Unity Diagnostic Viewer screen, click the Configure Micro Traces icon.
Step 3 Check the check boxes for all traces beginning with MIU.
Step 4 On the Cisco Unity Diagnostic Viewer screen, click Start New Log Files.
Step 5 Reproduce the problem.
Step 6 To view the log files, click Processes > AvCsMgr, and then click the Current log file.
Step 7 The selected log file is formatted and displayed in the right pane.
Step 8 To export or save a copy of the log file, click Action > Export list.
Step 9 Name the file and save it to a location of your choice in .txt or .csv format.
Step 10 To turn off the traces set in Step 3, on the Cisco Unity Diagnostic Viewer screen, click the Disable All Traces icon.
Step 11 In the Disable All Traces Wizard screen, check the Disable All Traces check box, and click Finish.
Table 1-1 Diagnostic Traces by Problem Type
Type of Problem
|
Trace
|
Purpose
|
Miu
|
MiuGeneral 0-4
SystemConfig 10-12
MiuCall 15
|
Should be enabled at all times.
|
MiuGeneral 12
|
Enables diagnostics for messages that the Miu receives from TAPI.
|
MiuGeneral 16
|
Enables diagnostics for the Miu internal synchronization.
|
MiuIO 11
|
Enables high-level diagnostics for play and record operations.
|
MiuMethods 14
|
Enables diagnostics for the Miu line object.
|
MiuMethods 18
|
Enables diagnostics for the Miu interface to TAPI.
|
MiuIO 14
|
Enables diagnostics for wave operations at a lower level by tracing each call from the Miu into the AvWav component.
|
Determining which call had the problem
|
MiuCall 14
|
Enables diagnostics for each portion of CallInfo, for example, CallerID and CalledID.
Always enable this diagnostic if the problem takes a long time to reproduce.
|
MiuGeneral 14
|
Enables diagnostics for all digits, which can help determine on which call the user entered a particular string of digits.
Always enable this diagnostic if the problem takes a long time to reproduce.
|
AMIS
|
CDE 10, 14, 18
Conv AMIS 28
Exchange Monitor 13
Notifier 13, 19, 24, 26, 28
Additional Traces:
CDE 11, 12
Conv AMIS 13, 14, 15, 17, 23, 25, 26
Notifier 12, 20, 21
|
Enables traces for problems with outbound AMIS messages. After determining which component is involved when the problem occurs, enable the appropriate additional traces.
Note that if no information is logged from the Exchange Monitor 13 trace, this indicates a problem.
|
|
|
|
AvWav
|
MiuIO 15-23
|
Enables all AvWav traces.
Note that enabling AvWav traces will often use a lot of disk space.
|
Message notification
|
MiuMethods 10, 12
|
Enables diagnostics for the portion of the Miu that is called when new calls are generated.
|
MWIs
|
MiuIntegration 12, 14
|
Enables diagnostics that trace MWI requests.
|
MiuMethods 10
|
Enables diagnostics for the portion of the Miu that is called when MWI requests are made.
|
MiuMethods 20, 22
|
Enables diagnostics for the integration components of an analog or serial integration.
|
Notifier 12, 20, 21
|
Enables additional diagnostics for MWI requests.
|
Digit related (such as digits missed when entered by callers)
|
MiuGeneral 14
|
Enables diagnostics for new digits received from TAPI.
|
MiuIntegration 10, 11
|
Enables diagnostics for integration digits for an analog or serial integration.
|
Extension remapping
|
MiuCall 15
|
Enables diagnostics for extension remapping.
|
MiuGeneral 10
|
Enables diagnostics for Miu initialization.
|
MiuIntegration 10
|
Enables verification of extension number information before it is mapped.
|
Call routing
|
MiuIntegration 13
|
Enables diagnostics indicating if a call did not receive any CallInfo from TAPI or the integration.
|
MiuCall 14
|
Enables diagnostics for each piece of CallInfo, such as Caller ID or Forwarding ID.
|
MiuMethods 20, 22
|
Enables diagnostics for an analog or serial integration.
|
MiuIntegrations 10, 11
|
Enables diagnostics for integration digits for an analog or serial integration.
|
Miu failed to initialize, or initialized but did not find any ports available
|
MiuGeneral 10
|
Enables diagnostics for the Miu initialization sequence.
|
MiuMethods 10
|
Enables diagnostics for the portion of the Miu that is called when initialization requests are made.
|
Reports
|
ReportCrunch 00, 01, 02, 10, 11, 12
ReportExtractor 00, 01, 02, 10, 11, 12
ReportPostprocess 00, 01, 02, 10, 11, 12
ReportPreprocess 00, 01, 02, 10, 11, 12
ReportPump 00, 01, 02, 10, 11, 12
ReportRunrep 00, 01, 02, 10, 11, 12
|
Enables diagnostics for reports.
|
TSP Traces
TSP traces of a problem are normally not needed. However, if Cisco TAC determines that TSP traces are needed, they will ask you to provide them. Do the applicable procedure, depending on the TSP.
To obtain Dialogic analog or Libra TSP traces
Step 1 Exit Cisco Unity, if it is running.
Step 2 Open a command prompt window and browse to the CommServer directory.
Step 3 At the command prompt, enter kill tapisrv and press Enter.
Step 4 Browse to the System32 directory. Copy the TSP(s) and Wave Driver files in this directory to a temporary location for later retrieval.
Step 5 Browse to one of the following directories, based on your system configuration:
CommServer\Dialogic\Debug
|
For Dialogic analog systems.
|
LibraTspSetup\Debug
|
For Libra systems.
|
Locate the Debug TSP(s) and Wave Driver files for your system. For Dialogic analog systems, the Debug TSP file is D41mt.tsp. For Libra, the Debug TSP files needed are D41mt.tsp, Dlglibra.tsp, and Dlgarb.tsp. The Wave Driver for both Dialogic and Libra systems is Dlgwave.dll.
Step 6 Copy the Debug TSP(s) and Debug Wave Driver files you located in Step 5 to the System32 directory.
Caution The debug version of the Dialogic TSP can have a significant impact on system performance. We recommend that this debug TSP be used only while actively reproducing the problem during a period of light system usage.
Step 7 Go to the Services applet, and set the AvCsGateway process to Manual Startup.
Step 8 Restart the Cisco Unity server.
Step 9 Log on and go to a command prompt window.
Step 10 Browse to the CommServer\Dialogic\Debug directory.
Step 11 Enter dbmon > dbmon.txt to begin tracing the TSP. The output will go to the Dbmon.txt file.
Step 12 Go to the Services applet, and start the AvCsGateway process.
Step 13 Reproduce the problem.
Step 14 After the problem has been reproduced, press Ctrl-C to stop Dbmon.
Step 15 Copy the dbmon.txt. Send the file to Cisco TAC.
Step 16 Replace the debug versions of the TSP(s) and Wave Driver with the original files that you copied into a temporary location in Step 4.
Step 17 Go to the Services applet, and set the AvCsGateway process to Automatic Startup.
Step 18 For the changes to take effect, restart the Cisco Unity server.
To obtain Cisco Unity-CM TSP traces
Step 1 Confirm that the clocks on Cisco Unity and Cisco CallManager are synchronized.
Step 2 Enable tracing on the Cisco CallManager system.
Step 3 On the Windows Start menu, click Programs > Unity > Unity Diagnostic Tool.
Step 4 On the Cisco Unity Diagnostic Viewer screen, click the Configure Micro Traces icon.
Step 5 Check the check boxes for all SkinnyTSP traces except 23 - KeepAlive Messages.
Step 6 On the Cisco Unity Diagnostic Viewer screen, click Start New Log Files.
Step 7 Reproduce the problem.
Step 8 To view the log files, click Processes > AvSkinnyTsp, and then click the Current log file.
Step 9 The selected log file is formatted and displayed in the right pane.
Step 10 To save a copy of the log file, click Action > Export list.
Step 11 Name the file and save it to a location of your choice in .txt or .csv format.
Step 12 To turn off the traces set in Step 5, on the Cisco Unity Diagnostic Viewer screen, click the Disable All Traces icon.
Step 13 In the Disable All Traces Wizard screen, check the Disable All Traces check box, and click Finish.
Step 14 Send a copy of the TSP log files to Cisco TAC, along with the Miu diagnostic log and the Cisco CallManager trace file.
Diagnostic Traces for the Exchange 5.5 Directory Monitor
You use the Unity Diagnostic Tool to set micro traces for the Exchange 5.5 directory monitor. The micro traces to enable are in the DSEx55 group.
Flags To Enable
•If the creation, modification, and/or deletion of subscriber accounts, distribution lists, and/or location objects in the Cisco Unity Administrator fails, then enable flags 00 and 10. If the diagnostics show an error when accessing the directory with LDAP, then also enable flag 13 to get more details.
•If changes made in the Exchange 5.5 directory are not reflected in Cisco Unity, enable flags 10, 11, and 12. If the error is related to inconsistency in distribution list membership, then also enable flag 17.
•If the directory monitor service logs an error to the Windows event log saying that it has thrown an exception, then enable flags 00, 01, and 10.
The table below provides descriptions of the diagnostic flags.
Table 1-2 Diagnostics Flags for the Exchange 5.5 Directory Monitor
Diagnostic Flag
|
Description
|
00—High level, method entry and exit, and parameter values
|
Traces Cisco Unity Administrator calls to create, modify, delete, and find subscribers, distribution lists, and locations. Also traces calls to get and set system configuration parameters.
|
01—Low level, method entry and exit, and parameter values
|
Traces calls to internal methods. Note that enabling this flag will produce very large diagnostic files.
|
02—Memory
|
Traces memory allocation and deallocation. There is seldom a need to enable this flag.
|
10—General
|
Traces main events and all errors associated with them. This flag should always be enabled when a diagnostic file is needed.
|
11—Synchronization start and end
|
Records the time when a synchronization cycle starts and ends.
|
12—Objects queued for change app
|
Traces the change or deletion of every object that has been detected and sent to Cisco Unity.
|
13—LDAP
|
The Exchange 5.5 monitor uses LDAP to access the Exchange 5.5 directory. When this flag is enabled, all LDAP operations are traced. Note that this produces a very large amount of data.
|
14—Initialization
|
Traces all the initialization activity for the directory monitor service.
|
15—Shutdown
|
Traces all the shutdown activity for the directory monitor service.
|
16—Configuration
|
Traces all configuration activity: reading and writing from the registry, default settings at initialization time, and access to internal configuration at run time.
|
17—Database access
|
For performance reasons, the directory monitor keeps some information in a SQL database: the names of all distribution lists and their members, and a list of all Cisco Unity objects and the domain that they are in. Enable this flag when investigating errors in these areas.
|
18—Import directory connector
|
The import directory connector (IDC), is used by the Cisco Unity Administrator and the Cisco Unity Import utility to get lists of directory user objects that have not been imported into Cisco Unity. For example, when you choose to import a subscriber from the Cisco Unity Administrator, the list of directory objects it generates comes from the IDC.
The IDC returns properties on the non-imported users, which is how the Cisco Unity Administrator and the Cisco Unity Import utility fill in things like first name, last name, phone number, and so on. If you enable flag 18, you get traces that show the names and values of the retrieved attributes.
Enable this flag for troubleshooting import problems. For example, if the Cisco Unity Administrator is not displaying the first name of a person in the import list, then enable this flag to see if the import directory component is returning the value to the calling application correctly.
|
Diagnostic Traces for the Active Directory Monitors
You use the Unity Diagnostic Tool to set micro traces for the Active Directory monitor. The diagnostics for the DC monitor are in the DSAD group. The diagnostics for the GC monitor are in the DSGlobalCatalog group. The flags that can be enabled are the same for both monitors.
Flags To Enable
•If the creation, modification, and/or deletion of subscriber accounts, distribution lists, and/or location objects in the Cisco Unity Administrator fails, then enable flags 00 and 10. If the diagnostics show an error when accessing Active Directory, then also enable flag 12 to get more details.
•If changes made in Active Directory are not reflected in Cisco Unity, then enable flags 10, 11, and 17. If the error is related to inconsistency in distribution list membership, then also enable flag 16.
•If the directory monitor service logs an error to the Windows event log saying that it has thrown an exception, then enable flags 00, 01, and 10.
The table below provides descriptions of the diagnostic flags.
Table 1-3 Diagnostic Flags for the Active Directory Monitors
Diagnostic Flag
|
Description
|
00—High level, method entry and exit, and parameter values
|
Traces Cisco Unity Administrator calls to create, modify, delete, and find subscribers, distribution lists, and locations. Also traces calls to get and set system configuration parameters.
|
01—Low level, method entry and exit, and parameter values
|
Traces internal methods calls. Note that enabling this flag will produce very large diagnostic files.
|
02—Memory
|
Traces memory allocation and deallocation. There is seldom a need to enable this flag.
|
10—General
|
Traces main events and all errors associated with them. This flag should always be enabled when a diagnostic file is needed.
|
11—Changes queued
|
Traces the change or deletion of every object that has been detected and sent to Cisco Unity.
|
12—ADSI operations
|
The monitor uses ADSI (Active Directory Services Interface) to access Active Directory. When this flag is enabled, all ADSI operations are traced. Note that this produces a very large amount of data.
|
13—Initialization
|
Traces all the initialization activity for the directory monitor service.
|
14—Shutdown
|
Traces all the shutdown activity for the directory monitor service.
|
15—Configuration
|
Traces all configuration activity: reading and writing from the registry, default settings at initialization time, and access to internal configuration at run time.
|
16—Database access
|
For performance reasons, the monitor keeps some information in a SQL database: the names of all distribution lists and their members, and a list of all Cisco Unity objects and the domain that they are in. Enable this flag when investigating errors in these areas.
|
17—Synchronization start and end
|
Records the time when a synchronization cycle starts and ends, and also the start and end time for the synchronization of each single domain (if enabled in the DSAD group).
|
18—Import directory connector
|
The import directory connector (IDC), is used by the Cisco Unity Administrator and the Cisco Unity Import utility to get lists of directory user objects that have not been imported into Cisco Unity. For example, when you choose to import a subscriber from the Cisco Unity Administrator, the list of directory objects it generates comes from the IDC.
The IDC returns properties on the non-imported users, which is how the Cisco Unity Administrator and the Cisco Unity Import utility fill in things like first name, last name, phone number, and so on. If you enable flag 18, you get traces that show the names and values of the retrieved attributes.
Enable this flag for troubleshooting import problems. For example, if the Cisco Unity Administrator is not displaying the first name of a person in the import list, then enable this flag to see if the import directory component is returning the value to the calling application correctly.
|
Disaster Recovery of the Cisco Unity Server
The following procedures, done in the order listed, are recommended for restoring the entire Cisco Unity server in the event of a disaster, such as major system corruption or unrecoverable hardware problems. The procedures contain instructions for recovery by using Backup Exec, a data management program from the VERITAS Software Corporation. If Cisco Unity is installed on a domain controller or a domain controller/global catalog server, you need to take additional steps to restore Exchange, SQL, and the Active Directory. Refer to the Microsoft website for information about restoring Exchange, SQL, and the Active Directory.
Customized Cisco Unity call routing rules are not included in backup file sets. Recreate custom call routing rules manually by using the Cisco Unity Administrator. For more information, see the "Overview: Call Routing Tables" section in the "Call Routing" chapter of the Cisco Unity System Administration Guide, available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity31/sag/index.htm.
To prepare the Cisco Unity server for recovery
Step 1 Reinstall Windows and Exchange with all current service packs required by Cisco Unity.
Step 2 Install the tape drive and associated drivers on the Cisco Unity server.
Step 3 If you are running Exchange 5.5, disable circular logging. If you are running Exchange 2000, circular logging is already disabled by default.
To restore the Cisco Unity server
Step 1 Restore Exchange and SQL files by using Microsoft procedures. See the Microsoft website for details.
Step 2 Install your backup software package on the Cisco Unity server, including the Agents for Exchange and SQL Server. For assistance with Backup Exec, contact the VERITAS Software Corporation.
Step 3 Click OK to disregard any error messages that inform you that SQL is not running.
Step 4 On the Windows Start menu, click Programs > VERITAS Backup Exec.
Step 5 Insert the backup tape in the tape drive.
Step 6 Click the Devices tab at the bottom of the window.
Step 7 Expand the tree in the left pane, and click your tape drive device. A tape name appears in the right pane. If a tape name does not appear in the right pane, right-click the tape drive device and then click Inventory.
Step 8 In the right pane, right-click the tape name and click Catalog.
Step 9 Click Run Now.
Step 10 On the toolbar, click Restore.
Step 11 In the left pane, select the components on the Cisco Unity server to restore. Include the following selections:
•The Cisco Unity server, including the drives on which Cisco Unity and Windows 2000 are installed (the default is drive C), and any drives containing Exchange transaction logs or databases
•Microsoft Exchange Directory
•Microsoft Exchange Information Store
•Microsoft Exchange Mailboxes (assuming that user mailboxes are associated with the local Cisco Unity server)
•Microsoft SQL Server
•System State
Step 12 Click the General tab.
Step 13 Enter a job name.
Step 14 Under Options, check the Restore Security and Preserve Tree check boxes.
Step 15 In the Device list, click the tape drive.
Step 16 Click the Advanced tab.
Step 17 Click Restore Over Existing Files.
Step 18 Click the Exchange tab.
Step 19 Uncheck the No Loss Restore (Do Not Delete Existing Log Files) check box.
Step 20 Check the Restore Public Folder and Restore Private Mailboxes check boxes.
Step 21 Click Run Now.
Step 22 If prompted, click Yes to overwrite the Exchange Directory.
Step 23 Click the Activity Monitor tab at the bottom of the window if you want to watch the restore job as it progresses.
Step 24 Click Respond OK to any warning dialog boxes that are displayed after the restore is complete.
Do not restart the Cisco Unity server at this time.
Step 25 Close Backup Exec.
To restore the Microsoft Exchange Message Transfer Agent
Step 1 On the Windows Start menu, click Settings > Control Panel > Services.
Step 2 In the list, click the Microsoft Exchange Message Transfer Agent service. If the status is Started, click Stop.
Step 3 Insert the Microsoft Exchange Disc 1 in the CD-ROM drive.
Step 4 Open Windows Explorer.
Step 5 From the Exchange compact disc, copy the contents of the folder Setup\I386\Bootenv to <Drive>\Exchsrvr\Mtadata, where <drive> is the drive on which Exchange is installed on the Cisco Unity server.
Step 6 Click Yes to All to replace all existing files.
Step 7 Select all the files in the folder Exchsrvr\Mtadata.
Step 8 Right-click the selection, and click Properties.
Step 9 Uncheck the Read-Only check box.
Step 10 Click OK.
To rebuild the information store
Step 1 In the Services dialog box, start the Microsoft Exchange Directory and Microsoft System Attendant services, if they are not started.
Step 2 Start the Microsoft Exchange Information Store service, then stop it.
Step 3 Open a Command Prompt window, change to the drive on which Exchange is installed, and enter cd \Exchsrvr\bin to change directories.
Step 4 Run the following utilities:
•isinteg -patch
•isinteg -pri -test mailbox,message,folder
•isinteg -pub -test mailbox,message,folder
•mtacheck
Optionally, run isinteg -pri -fix -test alltests and isinteg -pub -fix -test alltests. These optional commands check the information store and correct errors. If the information store is large, the commands will take a long time to complete. If you need to restore the Cisco Unity server quickly, you may want to skip the optional commands. The restore should work fine without running them, but it is a good idea to run them if you have time.
Step 5 Close the Command Prompt window.
Step 6 Restart the Cisco Unity server. After the server restarts, you may see a Dr. Watson notification and a message box alerting you that there are errors in the System Event log. This is expected. Cisco Unity may not restart at this point. If Cisco Unity does not start, continue with Step 7.
Step 7 Open a Command Prompt window, change to the drive on which Exchange is installed, and enter cd \Exchsrvr\bin to change directories.
Step 8 Run the following utilities again:
•isinteg -patch
•isinteg -pri -test mailbox,message,folder
•isinteg -pub -test mailbox,message,folder
Optionally, run isinteg -pri -fix -test alltests and isinteg -pub -fix -test alltests.
Step 9 Close the Command Prompt window.
To run Consistency Adjuster
Step 1 On the Windows Start menu, click Programs > Microsoft Exchange > Microsoft Exchange Administrator.
Step 2 In the tree in the left pane, click the Cisco Unity server. If necessary, expand the Configuration and Servers containers under the Cisco Unity Site to display the Cisco Unity server name.
Step 3 In the right pane, double-click Directory Service.
Step 4 In the Directory Service Properties dialog box, click Check Now.
Step 5 In the dialog box that appears, click OK.
Step 6 Click OK to close the Directory Service Properties dialog box.
Step 7 Close the Exchange Administrator.
Step 8 Restart the Cisco Unity server.
If Cisco Unity does not start after completion of all procedures in this "Disaster Recovery of the Cisco Unity Server" section, do the procedures again.
If Cisco Unity still does not start, do the procedures in the following "Disaster Recovery Process Troubleshooting" section.
Disaster Recovery Process Troubleshooting
To check Microsoft Internet Information Server permissions
Step 1 Start the Internet Service Manager.
Step 2 On the Windows Start menu, click Programs > Administrative Tools > Internet Service Manager.
Step 3 In the left pane, browse to the Default Web Site container for Internet Information Server.
Step 4 Do Step 5 through Step 12 for each of the following objects: SAWeb, SAHelp, Status, and AvXml.
Step 5 Right-click the object, and click Properties.
Step 6 Click the Virtual Directory tab.
Step 7 Under Execute Permissions, click Script Only.
Step 8 Click the Directory Security tab.
Step 9 Under Anonymous Access and Authentication Control, click Edit.
Step 10 Confirm that the Anonymous Access check box is unchecked.
Step 11 Click OK.
Step 12 Click OK to close the Properties dialog box.
Step 13 Confirm that the SAWeb, SAHelp, Status, and AvXml objects have the appropriate permissions, and then close the Internet Service Manager. If you made any changes, click Yes when prompted to save the console settings.
Step 14 If you made any changes, restart the Cisco Unity server.
Step 15 If Cisco Unity does not start or if you did not make any changes, do the procedure, To prepare for reregistering components (optional).
To prepare for reregistering components (optional)
In this procedure, you create a simple batch file to use in the procedure that follows. If you prefer not to create a batch file, skip to the next procedure, To reregister components.
Because there are so many DLLs, it is helpful to create a simple batch file to register the DLLs, instead of using the Windows Run dialog box to run Regsvr32.exe.
Step 1 Start a text editor.
Step 2 Enter
for %%x in (\commserver\components\*.dll) do regsvr32 %%x
Step 3 Save the file in the CommServer\Components directory as reg.bat (or any name that has .bat as the extension).
Step 4 Open a Command Prompt window, change to the drive on which Cisco Unity is installed (the default is C), and enter cd \commserver\ components to change directories.
Step 5 Enter reg to run the batch file.
To reregister components
Step 1 On the drive on which Cisco Unity is installed (the default is C), run Regsvr32.exe or the batch file(s) you created in the previous procedure, on each of the following DLLs in the order listed:
•All the DLLs in the CommServer\Components directory
•All the DLLs that do not have the letters "Ps" in their file names in the CommServer\Orderedcoms directory
•The remaining DLLs in the CommServer\Orderedcoms directory in this order:
–AvPropertySetPsSvr.dll
–AlCommonPsSvr.dll
–MalCommonPsSvr.dll
–AvDohPsSvr.dll
Step 2 Restart the Cisco Unity server. If the Cisco Unity server still does not start, contact Cisco TAC.
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