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Cisco Unity Troubleshooting Guide (With IBM Lotus Domino), Release 4.0(3)
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Index
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Preface
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Introduction
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Logs and Traces
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Internal and External Calls
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Call Transfers
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Messages
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Audio Quality
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Message Waiting Indicators (MWIs)
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Message Notification Calls
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Hardware
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Error Messages
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Third-Party Fax Integration
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Utilities
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Subscriber and Administrator Access
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Reports
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Cisco Personal Communications Assistant
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Appendix: Cisco Unity Services and Their Functions
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FeedbackTable Of Contents
Audio Quality Problems in Cisco Unity
Advanced Audio Quality Troubleshooting in Cisco Unity
Cisco Unity Automatic Gain Control and Registry Settings
Dialogic Voice Card Automatic Gain Control and Registry Settings
Audio Troubleshooting Utilities
Audio Quality
About Audio Quality Problems
Audio quality problems can manifest themselves in a variety of ways, and can be difficult to diagnose and correct. For example, subscribers may report volume differences between messages and system prompts, or report that messages are distorted. Audio quality symptoms may not be present for every subscriber, or consistently appear on every message or every system prompt.
The entire device topology can affect audio quality, both within and outside of the control of Cisco Unity. Cisco Unity-controlled features include automatic gain control (AGC), the Cisco Unity-CM TSP wave gain, and the audio codec chosen for message storage. Cisco CallManager controls the region setting for the audio codec. Finally, the Cisco gateway gain and attenuation settings can also affect audio quality.
Audio Quality Problems in Cisco Unity
The most common symptom of audio quality problems in Cisco Unity is when the volume of greetings and voice names is higher or lower than the volume of Cisco Unity prompts.
See Table 6-1 for basic corrective action to level all WAV files on the Cisco Unity server to the same value, and to adjust the playback level if needed.
Table 6-1 Basic Audio Quality Troubleshooting for Cisco Unity
The volume of greetings and voice names is higher or lower than the volume of Cisco Unity prompts.
Only certain greetings and voice names may be affected,
and/or
An upgrade was performed recently.
1.
Confirm that the Cisco Unity-CM TSP wave gain playback and record settings are both set to 0.
2.
3.
4.
For detailed instructions, see the "Set Volume Level Utility" section.
Set Volume Level Utility
The Set Volume Level utility allows you to level all WAV files on the Cisco Unity server to the same value, and to adjust the playback level, if needed.
Because automatic gain control is enabled by default (in Cisco Unity version 3.1(2c) and later systems, and in Cisco CallManager and dual integration version 4.0(3) and later systems), after an upgrade you may experience a problem in which the existing greeting and name recordings sound louder than new greetings and names recorded after the upgrade.
The Cisco Unity registry setting AGCminimumThreshold controls the minimum dB level of an incoming recording that Cisco Unity attempts to adjust. The setting prevents both silence in a message and background hiss from being adjusted. The AGCminimumThreshold has a default setting of -45 dB and an allowable range of -35 dB to -55 dB.
To maximize success in resolving or avoiding volume problems, we recommend that you first upgrade to Cisco Unity version 4.0(3), then use the Set Volume utility to match the existing greeting and name recordings to the gain levels of Cisco Unity after the upgrade.
The following procedure levels all WAV files on the Cisco Unity server to the same value, and provides instructions for adjusting the playback level, if necessary.
To Adjust Greeting and Name Recordings by Using the Set Volume Utility
Step 1
Step 2
If you have a Cisco CallManager integration, and the Cisco CallManager region is set to use the G.711 codec, in the left pane, under Administrative Tools, double-click Wave Gain.
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Step 10
Step 11
If you have a Cisco CallManager integration, and the Cisco CallManager region is set to use the G.711 codec, start the Cisco Unity Administrator.
Step 12
Note
Step 13
If the volume of the recording is acceptable, you have completed all necessary steps in this procedure.
If the volume of the recording is too quiet, continue with Step 14.
Step 14
Step 15
If the volume of the recording is acceptable, note the Playback Gain value and continue with Step 16.
If the volume of the recording is still too quiet, repeat this step.
Step 16
Step 17
Step 18
Step 19
Step 20
Advanced Audio Quality Troubleshooting in Cisco Unity
See Table 6-2 for advanced corrective actions and links to other troubleshooting procedures and information for the following symptoms:
•
•
•
•
•
For additional advanced audio troubleshooting tools, see the "Audio Troubleshooting Utilities" section.
Table 6-2 Advanced Audio Quality Troubleshooting
Messages and/or Cisco Unity prompts sound distorted.
You are using the G729a codec for message storage and retrieval.
1.
2.
3.
You are using the G.711 codec for message storage and retrieval.
1.
2.
Outside caller messages only are affected.
Check the Cisco gateway gain and attenuation levels. Refer to the guide for your gateway, available at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_access/index.htm.
Hissing noise is heard when there is no audio from Cisco Unity, such as between system prompts or during transfers.
The problem can be reproduced on multiple subscriber phones.
Check the Cisco Unity comfort noise registry setting. See the procedure To View and Adjust the Cisco Unity Comfort Noise Registry Setting.
TTY characters are garbled or missing.
The problem occurs when using TTY phones.
Disable the Cisco Unity comfort noise registry setting. See the procedure To View and Adjust the Cisco Unity Comfort Noise Registry Setting.
Message playback volume is higher or lower than the volume of Cisco Unity prompts, in special cases.
Only outside caller messages are affected.
1.
2.
Both subscriber and outside caller messages are affected.
Check the Cisco Unity-CM TSP wave gain playback and record settings. See the "Cisco Unity-CM TSP Wave Gain" section.
Cisco Unity plays system prompts but does not transmit voice.
The Cisco Unity server has dual NICs.
See the "Cisco Unity Plays System Prompts but Does Not Transmit Voice" section.
Set Record Format Utility
The Set Record Format utility changes the recording codec used for all recordings on Cisco Unity. It is not possible to select user- or port-specific recording formats. Changes to the record format apply only to recordings made after the change takes place. The utility does not convert any existing messages or greetings to the new codec.
When the recording codec is changed on a Cisco Unity system that has been running for a while, it is possible that greetings, voice names, prompts, and messages may be stored in more than one format. Cisco Unity can transcode between formats; however, we do not recommend that you use mixed formats on very busy systems.
To view codec information for greetings, voice names, and prompts, do the procedure To View Codec Information for Greetings, Voice Names, and System Prompts.
To change the codec used for all Cisco Unity recordings (messages, greetings, and voice names) do the procedure To Change the Cisco Unity Recording Codec.
For information on choosing and implementing codecs, refer to the White Paper: Audio Codecs and Cisco Unity, available at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/whitpapr/codecs.htm.
To View Codec Information for Greetings, Voice Names, and System Prompts
Step 1
Step 2
Step 3
Step 4
To Change the Cisco Unity Recording Codec
Step 1
Step 2
Step 3
a.
b.
c.
d.
Step 4
Step 5
Step 6
Step 7
To Change the Recording Format for Existing Greetings and Voice Names
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Cisco Unity-CM TSP Wave Gain
The registry keys shown in Table 6-3 determine how the Cisco Unity-CM TSP adjusts record and playback volume for all recordings (messages, prompts, voice names, and greetings) for IP devices in a Cisco CallManager region that contains Cisco Unity and is set to use the G.711 codec.
These registry settings are only applicable with a Cisco CallManager integration. If you have a PBX integration that uses Dialogic voice cards, see the "Dialogic Voice Card Automatic Gain Control and Registry Settings" section.
Confirm that both the Cisco Unity-CM TSP Wave Gain record and playback levels are set to 0 by using the Wave Gain utility, available in the Audio Management section of Tools Depot.
If you have not already done so, do the procedure To Adjust Greeting and Name Recordings by Using the Set Volume Utility.
Automatic Gain Control
Cisco Unity Automatic Gain Control and Registry Settings
Cisco Unity automatic gain control (AGC) gives subscribers consistent message playback levels through the normalization of recordings. AGC affects recordings only. It is on by default except for single legacy PBX integrations, is controlled by registry settings, and is applied to voice samples after they have passed through all external hardware.
AGC does not improve the quality of recordings; it only addresses volume issues. For example, it cannot improve garbled incoming messages.
Systems upgraded to version 4.0(3) from 3.1(2c) and earlier may experience a problem where the existing greeting and name recordings sound louder than new greetings and names recorded after the upgrade. To prevent or resolve this problem after an upgrade, use the Set Volume utility to match the existing greeting and name recordings to the gain levels of Cisco Unity after the upgrade. The default values for the registry settings should be used for all Cisco Unity upgrades. If you have not already done so, do the procedures in the "Set Volume Level Utility" section.
The registry keys shown in Table 6-4 determine how Cisco Unity AGC normalizes recordings.
If you are using Dialogic voice cards with a single legacy PBX integration, Cisco Unity AGC is disabled by default for all upgrades and new version 4.0(3) and later installs. Cisco Unity AGC can be disabled manually in earlier versions if audio quality problems are encountered. See the procedure To Disable Cisco Unity AGC (for a Single Legacy PBX Integration Only).
If you are using Dialogic voice cards with a dual integration, we recommend that you disable Cisco Unity AGC on the ports assigned to the legacy PBX integration. See the procedure To Disable Cisco Unity AGC (for a Legacy PBX in a Dual Integration Only).
To Disable Cisco Unity AGC (for a Single Legacy PBX Integration Only)
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Step 10
To Disable Cisco Unity AGC (for a Legacy PBX in a Dual Integration Only)
Step 1
Step 2
Step 3
Step 4
Step 5
Dialogic Voice Card Automatic Gain Control and Registry Settings
Dialogic voice cards adjust the volume of recorded messages by using their own on-board AGC. Adjusting the playback volume for all recordings on systems equipped with Dialogic voice cards is done by changing the Median Volume registry setting. This setting is also used in the case of a dual integration, when you want to change the output volume level on the PBX side without affecting the Cisco CallManager side.
If you are using Dialogic voice cards with a single switch integration, Cisco Unity AGC is disabled by default for all upgrades and new version 4.0(3) and later installs, and can be disabled manually in earlier versions if audio problems are encountered. See the procedure To Disable Cisco Unity AGC (for a Single Legacy PBX Integration Only).
If you are using Dialogic voice cards with a dual integration, we recommend that you disable Cisco Unity AGC on the ports assigned to the legacy PBX integration. See the procedure To Disable Cisco Unity AGC (for a Legacy PBX in a Dual Integration Only).
To Adjust the Playback Volume of Recordings for Cisco Unity Systems Equipped with Dialogic Voice Cards
Step 1
Caution
Step 2
Step 3
HKEY_LOCAL_MACHINE\Software\Active Voice\Miu\1.0.\Initialization\Service Provider <n>\
where <n> is a single digit number. (There may be more than one Service Provider key on your system.) Locate the Service Provider key whose Service Provider Name is D41MT.TSP.
Step 4
Step 5
The default setting for analog voice cards is 50, and the accepted range is between 0 and 100. Note that this setting is not in decibels, and that the numerical values are not linear. For example, a setting of 100 is louder, but not twice as loud as 50. Make a small adjustment to this setting of no more than 10 units louder or quieter.
Step 6
Step 7
The default setting for analog voice cards is 50, and the accepted range is between 0 and 100. Like the Median Volume key, this setting is not in decibels, and the adjustments are not linear. Make a small adjustment to this setting of no more than 10 units louder or quieter.
Step 8
Step 9
Comfort Noise
Comfort noise is low-level background noise generated on a IP device. Its purpose is to simulate the hiss produced in a circuit-switched connection, and it can be generated to help provide reassurance to callers when there is no audio from Cisco Unity, for example, during a transfer or between system prompts.
Comfort noise is not sent over the network, and is audible only on the IP device that receives a comfort noise generation packet. Comfort noise generation packets are sent by Cisco Unity when it is integrated with Cisco CallManager, and when the registry setting HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\Avaudio\Parameters\ComfortNoise is enabled.
The Cisco Unity ComfortNoise registry setting is a system-wide setting that controls the ability of Cisco Unity to send comfort noise generation packets to an IP phone, or to a gateway that is enabled to receive and respond to comfort noise generation packets. This registry setting does not affect comfort noise generation on a call between two IP phones. Cisco Unity also does not respond to comfort noise generation packets sent by other devices. These packets are treated as silence at the wave driver level.
If subscribers hear an audible hissing noise when there is no audio from Cisco Unity, and if it is judged to be too loud a noise, confirm that the Cisco Unity comfort noise registry setting is enabled (set to a value other than 128), and adjust the setting to a lower value as needed. The default value set during the Cisco Unity-CM TSP install is -50dB.
If subscribers report that some Cisco Unity prompts sound mechanical or computerized when played back over the phone, this may be the result of a gateway-induced jitter buffer problem. Disabling Cisco Unity comfort noise resolves this issue.
If you are using the Cisco Unity TTY (ENX) language and TTY phones, and you are using direct connect mode to an FXS port (H.323 or MGCP to CCM3.3(2)), TTY subscribers may encounter occasional dropped or garbled TTY characters. Disabling the Cisco Unity comfort noise setting will correct this problem.
Note
There will always be some amount of hissing noise between prompts. The Cisco Unity ComfortNoise registry setting only tells the IP phone or gateway how loud that hiss should be. A value of 128 causes the IP phone or gateway to use its default hiss level.
To View and Adjust the Cisco Unity Comfort Noise Registry Setting
Step 1
Caution
Step 2
Step 3
HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\Avaudio\Parameters\ComfortNoise.
Step 4
Step 5
•
•
•
Step 6
Step 7
Audio Troubleshooting Utilities
The following advanced audio utilities, which are available in the CommServer\Utilities\Audio directory, can be used to troubleshoot audio problems.
Caution
AudioStat
The AudioStat utility allows audio driver statistics to be viewed in real time. The information provided by the AudioStat utility can help isolate audio quality issues caused by packet delay and codec-related problems. Note that the current version of the AudioStat utility released with Cisco Unity version 4.0(3) requires version 7.0(3) of the Cisco Unity-CM TSP to properly display audio information.
Click the Global, Device, and Record Log tabs to display information, as shown in Table 6-5, Table 6-6, and Table 6-7.
The Global tab displays information about the number of incoming and outgoing packets, RTP header errors, playback and recording counts, the number of out-of-sequence packets, and the number of times silence was inserted.
The Device tab displays the current status for each device. A red icon in the Device column indicates a recording in progress. When a recording ends, the data from that recording is displayed in the Record Log tab. To sort by a column, click the column heading.
The Record Log tab displays a log of recording sessions. By default, the log is sorted by recording end time. To sort by a column, click the column heading. The Record Log Settings menu offers the following options for data collection and display:
•
•
CAP Ripper
The CAP Ripper utility extracts RTP audio from .cap files created by Sniffer Pro or Network Monitor.
Network Monitor (also known as NetMon) is a utility that comes with Microsoft Systems Management Server and Microsoft Windows 2000 Server. You use NetMon to capture and observe network traffic patterns and problems. For information on using NetMon, refer to the Microsoft Knowledge Base Article Q294818, available on the Microsoft Product Support website.
The CAP Ripper utility creates WAV files for each unique IP source and destination.
To Extract Audio by Using the CAP Ripper Utility
Step 1
Step 2
Step 3
For example, enter capripper capture1.cap.
WAV file output is generated for each unique IP source/destination combination. For example:
Creating 10.93.248.235(31640) to 10.93.248.227(22818).wav
Creating 10.93.248.227(22816) to 10.93.248.235(31640).wav
Step 4
The output shows detailed information from each of the WAV files. For example:
10.93.248.235(31640) to 10.93.248.227(22818).wav
RTP packets processed 275
Start seq 4881 End seq 5155
Format g729a
No packets out of sequence
Avg. time between packets 20.03ms
Longest packet delay 20ms
Total frames in .cap file 1433Step 5
If you are using a NetMon capture, and you are sure that the file contains RTP data, it may be possible that the starting offset of the capture data could not be determined. Use the -d option to view the binary data. For example, enter capripper -d netmon.cap.
A sample section of the output shows the following information:
000000A0 98 05 00 00 8D 7F 02 00 00 00 00 00 CE 01 00 00 ................
000000B0 00 00 00 00 00 00 00 00 29 04 00 00 00 00 00 00 ........).......
000000C0 FF FF FF FF FF FF FF FF 00 00 00 00 FF FF FF FF ................
000000D0 FF FF FF FF 00 00 00 00 C8 4A 02 00 00 00 00 00 .........J......
000000E0 3C 00 00 00 3C 00 00 00 FF FF FF FF FF FF 00 02 <...<...........
000000F0 A5 07 2A 18 08 06 00 01 08 00 ..*.......Step 6
0xE0 - 8 = 0xD8 or 216.Step 7
The output will show the delay and packet sequencing information.
RTP Parser
The RTP Parser add-on can be used to expand NetMon capability to decode RTP packets when viewing capture files in real time, or when viewing saved .cap files.
Network Monitor (also known as NetMon) is a utility that comes with Microsoft Systems Management Server and Microsoft Windows 2000 Server. You use NetMon to capture and observe network traffic patterns and problems. For information on using NetMon, refer to the Microsoft Knowledge Base Article Q294818, available on the Microsoft Product Support website.
To Install the RTP Parser
Step 1
Step 2
To View a Capture File by Using the RTP Parser
Step 1
Step 2
Step 3
