Table Of Contents
Diagnostic Trace Utilities and Logs
Using Diagnostic Utilities for Cisco Unity
Event Log
Macro Trace Logs in the Cisco Unity Diagnostic Tool (UDT)
Available Macro Traces
Enabling Macro Traces
Micro Trace Logs in the Cisco Unity Diagnostic Tool (UDT)
Available Micro Traces
Enabling Micro Traces
Viewing Individual Micro Trace Logs
How to Interpret Micro Trace Information in the Cisco Unity Diagnostic Tool (UDT)
Gathering Micro Trace Logs into Files
Dialogic TSP Diagnostic Traces
Dr. Watson Logs
Cisco Unity Voice Connector Logs
Performance Logging
Changing the Voice Connector Logging Properties
Retaining Outbound VPIM, Bridge, and SMTP Messages Temporarily
Trace Settings for Troubleshooting Cisco Unity Components
Exchange 5.5 Directory Monitor Diagnostic Traces
Active Directory Monitor Diagnostic Traces
AMIS Diagnostic Traces
Basic Incoming and Outgoing AMIS Message Trace
General Incoming AMIS Message Traces
Extensive Incoming AMIS Message Traces
General Outgoing AMIS Message Traces
Extensive Outgoing AMIS Message Traces
Diagnostic Trace Utilities and Logs
In this chapter, you will find information about the diagnostic utilities that enable you to troubleshoot problems and to maintain Cisco Unity. The information in this chapter will help you select, use, and set the applicable diagnostic utilities.
This chapter contains the following sections:
•
Using Diagnostic Utilities for Cisco Unity
•Trace Settings for Troubleshooting Cisco Unity Components
Using Diagnostic Utilities for Cisco Unity
The diagnostic utilities for Cisco Unity are described in Table 2-1.
Table 2-1 Diagnostic Utilities for Cisco Unity
Utility
|
Uses
|
Event log
|
The Event log should be the first resource you search for information when troubleshooting a problem. The Event log is used by Windows applications to report information events, warnings, and errors. Reviewing the Event log for Cisco Unity events provides a good overview of how the system is functioning.
For details, see the "Event Log" section.
|
Macro trace logs in the UDT
|
In the Cisco Unity Diagnostic tool (UDT), you can enable a preselected group of individual micro trace levels to obtain diagnostic trace output on several Cisco Unity components at once.
For details, see the "Macro Trace Logs in the Cisco Unity Diagnostic Tool (UDT)" section.
|
Micro trace logs in the UDT
|
The Cisco Unity Diagnostic tool (UDT) can enable most Cisco Unity components to write diagnostic traces to a log. The diagnostic trace output is essential to troubleshooting problems that involve individual components.
For details, see the "Micro Trace Logs in the Cisco Unity Diagnostic Tool (UDT)" section.
|
Dialogic TSP trace logs
(circuit-switched phone system integrations via voice cards only)
|
This utility is used to troubleshoot problems with the Dialogic TSP that is installed for use with voice cards. For example, when calls between Cisco Unity and the voice cards show unusual behavior, this utility provides information on how the Dialogic TSP is handling calls.
For details, see the "Dialogic TSP Diagnostic Traces" section.
|
Dr. Watson logs
|
This utility is invoked by Windows 2000 when a serious problem occurs that is not handled by Cisco Unity. When invoked, the Dr. Watson utility displays a dialog box that contains an error message (for example, "Dr. Watson encountering an error in the AvCsMgr.exe process"). Dr. Watson errors may occur in other processes as well.
For details, see the "Dr. Watson Logs" section.
|
Voice Connector trace logs
|
The Voice Connector logs provide information on messages sent and received by the Voice Connector. These logs are stored by default on the Exchange server.
For details, see the "Cisco Unity Voice Connector Logs" section.
|
Event Log
The Event log is the first resource you should search for information when troubleshooting a problem. Cisco Unity components report information events, warnings, and errors in the Event log. Reviewing the Event log for Cisco Unity events provides a good overview of how the system is functioning.
Note The raw data within the files in the Event log is stamped with time stamps recorded in GMT (Greenwich mean time) rather than in the local time of the Cisco Unity server. The time stamps for the Event log files themselves, however, are in the local time of the Cisco Unity server. Using GMT for the time stamps of the raw data provides for an accurate comparison of events when Cisco Unity servers are not all in the same time zone. The Cisco Unity reports convert the GMT time stamps to local time.
To Obtain an Event Log Trace
Step 1 On the Windows Start menu, click Programs > Administrative Tools > Event Viewer.
Step 2 In the Tree pane, click Application Log.
Step 3 Search for Cisco Unity events.
Note For further instructions on Event Viewer functions, refer to the Event Viewer Help.
Macro Trace Logs in the Cisco Unity Diagnostic Tool (UDT)
The Cisco Unity Diagnostic tool (UDT) lets you create and view diagnostic trace logs for troubleshooting problems. Diagnostic trace logs of a problem occurring can be critical to determining the cause of the problem.
Macro traces in the UDT let you enable preselected groups of micro traces. For details on viewing, interpreting and gathering the micro traces that the macro traces use, see the "Micro Trace Logs in the Cisco Unity Diagnostic Tool (UDT)" section.
Caution Diagnostic traces that are set before a Cisco Unity software upgrade are not preserved and must be reset after the upgrade.
This section contains the following sub-sections:
•Available Macro Traces
•Enabling Macro Traces
Available Macro Traces
Table 2-2 lists the macro traces that are available and what each macro trace analyzes.
Table 2-2 Macro Traces
Macro Trace Name
|
What the Trace Analyzes
|
AMIS Message Traces
|
Incoming and Outgoing AMIS messages, to confirm that Cisco Unity can send and receive AMIS messages
|
Call Flow Diagnostics
|
The flow of a call through Cisco Unity
|
Conversation State Traces
|
The conversation that the caller hears
|
Bridge Directory Synchronization Traces
|
Cisco Unity Bridge directory synchronization for subscriber information
|
VPIM Directory Synchronization Traces
|
VPIM directory synchronization
|
Directory Monitor Traces
|
Replication with Cisco Unity and the directory
|
Call Control (Miu) Traces
|
Call control functions
|
Traces for MWI Problems
|
Turning message waiting indicators (MWIs) on and off
|
Traces for Other Notification Problems
|
Notification and outdial functions
|
Skinny TSP Traces
|
The Skinny networking layer; useful only when Cisco Unity is integrated with Cisco CallManager
|
Unity Startup
|
Cisco Unity startup functions
|
Media (Wave) Traces 1 - High-Level
|
Media and WAV file usage
|
Media (Wave) Traces 2 - Medium-Level
|
Media and WAV file usage; logs more information than high-level traces
|
Media (Wave) Traces 3 - Low-Level
|
Media and WAV file usage; logs detailed information and should be used only when there is significant free hard drive space
|
Text to Speech (TTS) Traces
|
The Text to Speech (TTS) feature; also can log traces on other Cisco Unity components that interact with TTS
|
Enabling Macro Traces
Enable the macro trace diagnostics when you are troubleshooting problems with Cisco Unity features. For example, if there are MWI problems, enable the Traces for MWI Problems macro trace. However, keep in mind that running diagnostics can affect system performance and hard drive space.
To Enable Macro Trace Diagnostics
Step 1 On the Windows Start menu, click Programs > Cisco Unity > Cisco Unity Diagnostic Tool. The Cisco Unity Diagnostic Viewer window appears.
Step 2 Click the Configure Macro Traces icon. The Configure Macro Traces wizard appears.
Step 3 On the Welcome page, click Next.
Step 4 On the Configure Macro Traces page, check the check boxes for the applicable traces.
Step 5 Click Next.
Step 6 On the Completing page, click Finish.
Step 7 On the Cisco Unity Diagnostic Viewer screen, click the Start New Log Files icon.
Step 8 Reproduce the problem.
Note After obtaining the diagnostic trace logs that you want, disable the traces that you enabled.
Micro Trace Logs in the Cisco Unity Diagnostic Tool (UDT)
The Cisco Unity Diagnostic tool (UDT) lets you create and view diagnostic trace logs for troubleshooting problems. Diagnostic trace logs of a problem that is occurring can be critical to determining the cause of the problem.
Micro traces in the UDT let you enable specific Cisco Unity components and trace levels, which makes the trace logs as precise as possible. This is particularly critical when the problem occurs seldom, such as only once a day, as it can be difficult to find the actual occurrence of the problem in a diagnostic trace log.
Caution Diagnostic traces that are set before a Cisco Unity software upgrade are not preserved and must be reset after the upgrade.
This section contains the following sub-sections:
•Available Micro Traces
•Enabling Micro Traces
•Viewing Individual Micro Trace Logs
•How to Interpret Micro Trace Information in the Cisco Unity Diagnostic Tool (UDT)
•Gathering Micro Trace Logs into Files
Available Micro Traces
Table 2-3 lists the micro traces that are available and describes what each micro trace analyzes.
Table 2-3 Micro Traces
Micro Trace Name
|
What the Trace Analyzes
|
Address Searcher
|
Addressing subscriber-to-subscriber messages
|
AlCommon
|
This is a shared diagnostic trace; use it when diagnosing Doh, MAL, DAL, SAL, and AvRdbSvr
|
Arbiter
|
Conversations, ports, and call routing rules that are used for calls
|
AuthenticationMgr
|
Cisco Unity authentication activities
|
AuthorizationMgr
|
Access that is granted or denied
|
AvCsGateway
|
Starting and stopping Cisco Unity; access to AvCsMgr; access to Cisco Unity components
|
AvCsMgr
|
Main Cisco Unity process; starting and stopping Cisco Unity
|
AvLogMgr
|
Writing diagnostic traces and Event log
|
AvRdbSvr
|
Access to SQL from within the Doh
|
AvSaDbConn
|
Cisco Unity Administrator screens and their connection to Cisco Unity components and other products used by Cisco Unity; the events are collected in the AvCsMgr log
|
AvXML
|
AvXML component and the Cisco Personal Communications Assistant (PCA) connection to Cisco Unity
|
CDE
|
Conversation engine and conversation events; the logs are written to a file
|
Comm Voice Mail Conversation
|
(Not used)
|
Conv AMIS
|
Incoming and outgoing AMIS messages; tracking calls through the telephone user interface (TUI)
|
Conv PhoneHandler
|
General call handler activity
|
Conversation Utilities
|
Live reply, pause, and other support functions
|
ConvPH Greeting
|
Opening greeting and subscriber greetings
|
ConvPH Interview
|
Interview handler
|
ConvPH Transfer
|
Phone transfers
|
CsBMsgConnector
|
Incoming system broadcast messages
|
CSBridgeConnector
|
Cisco Unity Bridge directory synchronization for subscriber information
|
CsVPIMConnector
(For Exchange only)
|
UVPIM mailbox and information processed by the Voice Connector when VPIM messages are received
|
DALDb
|
Access to directory information such as subscribers, distribution lists, interview handlers, and call handlers
|
DALEx
|
(Not used)
|
DeliveryDialout
|
The function that enters after-dial digits for notification to pagers and for message delivery
|
DGateway
(For Domino only)
|
IBM Lotus Domino gateway
|
Directory Change Queue
|
Replication between the directory and the Cisco Unity SQL database
|
Directory Change Writer
|
Replication between the directory and the Cisco Unity SQL database
|
DiRTD
(For Domino only)
|
DiRT utility used for Domino
|
Doh
|
Directory access and messaging access
|
DominoMonitor
(For Domino only)
|
Monitoring the Domino message store for changed message status
|
DSAD
(For Exchange 2000/2003 only)
|
Creations, modifications, deletions, and changes in the Active Directory in the domain naming context
|
DSDomino
(For Domino only)
|
Creations, modifications, deletions, and changes in the Domino directories that Cisco Unity monitors; by default, DSDomino monitors the Domino Domain directory (typically called names.nsf), but Cisco Unity can be configured to monitor additional directories
|
DSEx55
(For Exchange 5.5 only)
|
Creations, modifications, deletions, and changes in the Exchange 5.5 Directory
|
DSGlobalCatalog
(For Exchange 2000/2003 only)
|
Changes to the Active Directory Global Catalog
|
ExchangeMonitor
(For Exchange only)
|
Monitoring the Exchange message store for changed message status
|
FailoverConfig
|
Failover configuration wizard
|
FailureConv
|
Failsafe mode
|
FaxSend Conversation
|
Sending faxes to a fax machine or faxing e-mail messages to a fax machine
|
GAEN
|
Event Notification utility
|
Greetings Admin
|
Greetings administrator for changing greetings for call handlers over the phone
|
Hospitality Conversation
(For Exchange only)
|
Guest subscriber usage and activity in the Cisco Unity Hospitality and Property Management System (PMS)
|
MaestroTestComponent
|
(Not used)
|
MALEx
(For Exchange only)
|
Message submission and retrieval
|
MALLn
(For Domino only)
|
Message creation and delivery
|
MiuCall
|
The process between the Miu and conversations
|
MiuGeneral
|
Tracking calls through the telephone user interface (TUI); call control functions; turning message waiting indicators (MWIs) on and off; notification and outdial functions; basic Media or WAV file usage
|
MiuIntegration
|
Integrations with circuit-switched phone systems; call information in integrations with circuit-switched phone systems; turning message waiting indicators (MWIs) on and off in integrations with circuit-switched phone systems
|
MiuIO
|
Media or WAV file usage with TAPI (circuit-switched or Cisco CallManager) integrations
|
MiuMethods
|
Handling of incoming calls; call control; turning message waiting indicators (MWIs) on and off; notification and outdial functions; media or WAV file usage
|
MiuSa
|
The interaction between the Miu and the Cisco Unity Administrator
|
MiuSCBus
|
Fax engine and fax tone detection
|
NodeMgr
(Only when Cisco Unity is configured for failover)
|
Status monitoring, file replication, and failover between the primary and secondary servers
|
NotesCommon
(For Domino only)
|
IBM Lotus Notes API calls that Cisco Unity uses
|
Notifier
|
Notification of messages and selected events; turning message waiting indicators on and off
|
NotifyQ
|
Notifier queue
|
PerfMonitor
|
Performance of system objects that Cisco Unity uses
|
PhraseServer
|
The prompts that play and the user DTMF input; the logs are written to a file
|
PhraseServer to Monitor
|
The prompts that play and the user DTMF input; the logs are written to the monitor
|
ReportCrunch
|
Processing reports database tables and reports localization
|
ReportExtractor
|
Copying data from data files to the reports database
|
ReportPostprocess
|
Cleanup after reports are generated
|
ReportPreprocess
|
Creation of reports database tables required for reports generation
|
ReportPump
|
Writing of data to log files
|
ReportRunrep
|
Formatting of reports database tables and report generation
|
Resource Loader
|
Using the selected language in the GUI; filling strings with product or message information
|
Resource Manager
|
Monitoring and providing available resources to the Arbiter as needed
|
RulerDomain
|
Routing rules
|
RulerSvr
|
Routing rules
|
SalNt
(For Exchange only)
|
(Exchange 5.5) Searches, creations, modifications, and deletions of NT accounts
(Exchange 2000/2003) Searches of NT accounts and groups
|
Scheduler
|
Currently active Cisco Unity schedule (whether during normal business hours or during nonbusiness hours) or holiday
|
SkinnyTSP
|
(Circuit-switched or Cisco CallManager integrations) Media or WAV file usage
(Cisco CallManager integrations only) Skinny networking layer
|
Sql Change Writer
|
Requests to synchronize the Cisco Unity SQL database with the directory
|
Subscriber Conversation
|
Subscriber activities and usage
|
SystemConfig
|
Configuration Manager that runs during the installation of Cisco Unity
|
Tds Proxy
|
Cisco Unity database connections made via ADO, ODBC, JDBC, and other standard APIs that use the Microsoft TDS (Tabular Data Stream) protocol
|
Text to Speech
|
Text to Speech feature
|
TrapConnector
|
Telephone Record and Playback (TRAP), which lets clients use the phone as a recording and playback device
|
TUI Security
|
Password-protected logon conversation
|
UMR
|
Unity Messaging Repository (UMR), which holds messages when the message store is not available
|
Unity Diagnostics
|
When micro traces are enabled; when macro traces are enabled and disabled
|
VirtualQueue
|
Call queuing
|
Enabling Micro Traces
Enable the micro trace diagnostics when you are troubleshooting problems with specific Cisco Unity components. For example, if there are AvWav errors in the Event log, enable the AvWav diagnostics. However, keep in mind that running diagnostics can affect system performance and hard drive space.
To Enable Micro Trace Diagnostics
Step 1 On the Windows Start menu, click Programs > Cisco Unity > Cisco Unity Diagnostic Tool. The Cisco Unity Diagnostic Viewer window appears.
Step 2 In the right pane of the Cisco Unity Diagnostic Viewer window, 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, check the check boxes to select the component traces and the trace levels that you want to enable.
Step 5 Click Next.
Step 6 On the Completing page, click Finish.
Step 7 In the right pane of the Cisco Unity Diagnostic Viewer window, click the Start New Log Files icon.
Step 8 Reproduce the problem.
Note After obtaining the diagnostic trace logs that you want, disable the traces that you enabled.
Viewing Individual Micro Trace Logs
Do the following procedure to use the UDT to view individual micro trace logs. For information on interpreting the micro trace information in the UDT, see the "How to Interpret Micro Trace Information in the Cisco Unity Diagnostic Tool (UDT)" section. For instructions on saving trace logs, see the "To Gather Micro Trace Logs into Files" procedure.
To View Individual Micro Trace Logs
Step 1 On the Windows Start menu, click Programs > Cisco Unity > Cisco Unity Diagnostic Tool. The Cisco Unity Diagnostic Viewer window appears.
Step 2 In the left pane of the Cisco Unity Diagnostic Viewer window, expand the Processes node.
Step 3 In the left pane, expand the process (or component) that you enabled traces for, and click the log file that you want to view. The log file is formatted and appears in the right pane.
How to Interpret Micro Trace Information in the Cisco Unity Diagnostic Tool (UDT)
When you open a trace log in the UDT, the information is formatted and displayed in columns in the right pane. Table 2-4 lists the information contained in each column of trace logs.
Table 2-4 Information in Trace Logs
Column Name
|
Information Contained in the Column
|
#
|
The line number in the trace log. This number is provided by the UDT and is not contained in the trace log.
|
Timestamp
|
The date and time of the trace log.
|
Source
|
The source of the trace log text.
|
Trace No.
|
The number of the message string that was used from the source identified in the Source column.
|
Component
|
The micro trace component that was selected in the Configure Micro Traces wizard.
|
Level
|
The trace level that was selected in the Configure Micro Traces wizard.
|
Thread
|
The thread of the process from which the micro trace information was taken.
|
Port
|
The number of the voice messaging port that was used by the process. If no voice messaging port was used, the value is -1.
|
Call ID
|
The call identification number of the call that was handled by the process.
|
Trace
|
The raw data, delimited by commas, from the micro trace.
|
Gathering Micro Trace Logs into Files
When you are requested to send micro trace logs for examination, you must gather the logs into files. Do the following procedure for gathering micro trace logs into files.
To Gather Micro Trace Logs into Files
Step 1 On the Windows Start menu, click Programs > Cisco Unity > Cisco Unity Diagnostic Tool. The Cisco Unity Diagnostic Viewer window appears.
Step 2 In the right pane of the Cisco Unity Diagnostic Viewer window, click the Gather Log Files icon. The Gather Logs wizard appears.
Step 3 On the Welcome page, click Select Logs.
Step 4 If you want to change the directory where the files are saved, do the following sub-steps. Otherwise, skip to Step 5.
a. Click Browse to select a destination for the files. The Browse for Folder dialog box appears.
b. Click the destination directory where you want the files to be saved, and click OK.
Step 5 On the Welcome page, click Next.
Step 6 On the Select Logs to Gather page, expand the micro trace processes that you enabled and check the check box for the most recent log for each micro trace.
Step 7 Click Next.
Step 8 On the Completing page (after the logs are gathered and formatted), click View Directory to open the directory where the files were saved.
Step 9 On the Completing page, click Finish to exit the wizard.
Step 10 Close the Cisco Unity Diagnostic Viewer window.
Dialogic TSP Diagnostic Traces
When Cisco Unity is integrated with a circuit-switched phone system via voice cards, it may be necessary to obtain Dialogic TSP diagnostic traces. Do the following procedure.
To Obtain Dialogic TSP Diagnostic Traces
Step 1 Exit the Cisco Unity software, 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 WinNT/System32 directory, and locate the file D41mt.tsp (standard TSP).
Step 5 Save the file to a secure location so that you can restore the standard TSP file later.
Step 6 Browse to the CommServer\DNA\Patch\Debug directory, and locate the file D41mt.tsp (debug TSP).
Caution The debug version of the Dialogic TSP can have a significant affect 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 Copy the file you located in Step 6 to the WinNT\System32 directory.
Step 8 On the Windows Start menu, click Programs > Administrative Tools > Services.
Step 9 Right-click AvCsGateway, and click Properties.
Step 10 In the Startup Type field, click Manual, and click OK.
Step 11 Restart the Cisco Unity server.
Step 12 Log on and open a command prompt window.
Step 13 Browse to the CommServer\DNA\Patch\Debug directory.
Step 14 In the command prompt, enter dbmon > dbmon.txt to begin tracing the TSP. The output will go to the Dbmon.txt file.
Step 15 On the Windows Start menu, click Programs > Administrative Tools > Services.
Step 16 Right-click AvCsGateway, and click Start.
Step 17 Reproduce the problem.
Step 18 After the problem has been reproduced, press Ctrl-C to stop Dbmon.
Step 19 Copy the dbmon.txt file to a location where you want to keep it.
Step 20 Replace the debug version of the TSP in the System32 directory with the standard TSP file (D41mt.tsp), which you saved to a secure location in Step 5.
Step 21 On the Windows Start menu, click Programs > Administrative Tools > Services.
Step 22 Right-click AvCsGateway, and click Properties.
Step 23 In the Startup Type field, click Automatic, and click OK.
Step 24 For the changes to take effect, restart the Cisco Unity server.
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 that contains an error message appears (for example, "Dr. Watson encountering an error in the AvCsMgr.exe process"). Dr. Watson errors may occur in other processes such as Tapisrv.exe and 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 In the Number of Instructions field, enter 50.
Step 4 In the Number of Errors to Save field, enter the number of errors you want to record. The default is 10.
Step 5 Under Options, 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 Make a copy of the file Winnt\Drwtsn32.log.
Cisco Unity Voice Connector Logs
With the Voice Connector version 10.0(1) and later, logging is enabled by default at the Warning level. Also by default, the log files are kept for 14 days before being deleted. The default location for the log files is on the Exchange server on which the Voice Connector is installed, in the following directory, as applicable:
•Exchange 2000 and Exchange 2003: <Exchange Server Path>\VoiceGateway\LogFiles
•Exchange 5.5: <Exchange Server Path>\IvcData\LogFiles
The Voice Connector provides several logging levels that allow you to control the level of detail that is logged to the files. The logging levels are:
•Function (level 5)
•Information (level 4)
•Warning (level 3)
•Error (level 2)
•Core (level 1)
•No Logging (level 0)
The higher levels provide more detail, and each level includes all levels below it. For example, the Information level includes Warning, Error, and Core. When logging is enabled at any level, performance data is logged to a separate file. (See the "Performance Logging" section for more information.) Changing the logging level does not change the data written to the performance log.
The Voice Connector allows you to set the logging level, the number of days to keep log files, and the location of the log files.
The logging properties for the Voice Connector for Exchange 2000 can be modified in the Exchange System manager. See the "To Change the Voice Connector Logging Settings (Exchange 2000 and Exchange 2003)" procedure.
The logging properties for the Voice Connector for Exchange 5.5 must be modified in the registry. You use the logging level numbers listed above when changing the logging level in the registry. See the "To Change the Voice Connector Logging Settings (Exchange 5.5)" procedure.
Note that the Voice Connector service must be restarted for logging changes to take effect.
Two log files per day are created:
•Voice Connector log files are named GwIvc_YyMmDd.log, where Yy is the year, Mm is the month and Dd is the day.
•Voice Connector performance log files are named GwIvc_perf_ YyMmDd.log, where Yy is the year, Mm is the month and Dd is the day.
Performance Logging
By examining the performance log (or writing a tool to extract the data), the following information can be obtained:
•The total number of inbound messages accepted.
•The total number of outbound messages sent.
•The rate at which inbound messages are being received (messages/second).
•The rate at which outbound messages are being sent (messages/second).
•The total number of bytes sent.
•The total number of bytes received.
•The rate that bytes are being received (bytes/second).
•The rate that bytes are being sent (bytes/second).
•The number of NDRs generated.
•The time that it takes for messages to be sent by the Voice Connector.
The format for the performance log is:
Date Time ThreadId Address Type=<Type> Message Status=<Status> Size=<size KB> Time In Queue=(time sec)
Table 2-5 defines the fields.
Table 2-5 Performance Log Fields
Field
|
Description
|
Type
|
Indicates the message address type:
•AMIS
•VOICE
•VPIM
•Bridge
|
Status
|
Indicates the status of the message, as follows:
•Incoming
•Outgoing
•NDR for Incoming
•NDR for Outgoing
|
Time in Queue
|
The Time in Queue—measured in seconds—has a different meaning depending on the message status:
•Outgoing Message—equals the difference between the current time and the time the message was submitted by the telephone user interface (TUI), ViewMail, or the Cisco Unity Inbox. This includes the time taken by the Exchange MTA to process the message and deliver it to the Voice Connector queue.
•Incoming Message—equals the difference between the current time and the time the message was received by Exchange.
•NDR Messages—equals the difference between the current time and the time the original message was processed (and the NDR was generated). Typically, this will be 0 or close to 0.
|
Changing the Voice Connector Logging Properties
Use the applicable procedure to change the Voice Connector logging:
•To Change the Voice Connector Logging Settings (Exchange 2000 and Exchange 2003)
•To Change the Voice Connector Logging Settings (Exchange 5.5)
To Change the Voice Connector Logging Settings (Exchange 2000 and Exchange 2003)
Step 1 Log on to the Exchange server on which the Voice Connector is installed.
Step 2 On the Windows Start menu, click Programs > Microsoft Exchange > Exchange System Manager.
Step 3 Expand the Connectors container in the left-hand pane.
Step 4 Right-click Exchange 2000 Voice Connector (<Server Name>), and select Properties.
Note that the properties pages for administering the Voice Connector are always displayed in English.
Step 5 Click the Advanced tab.
Step 6 Adjust the logging level and the other settings as needed. If you change the directory where the log files are created, be sure to end the path with a backslash ("\").
Note that if you increase the logging level (the default is Warning), the log file size increases. This could become an issue if hard-disk space is a concern.
Step 7 Click OK and exit Exchange System Manager.
Step 8 Open the Windows Services Applet.
Step 9 Right-click Exchange 2000 Voice Connector and select Restart.
Step 10 Exit the Windows Services Applet.
To Change the Voice Connector Logging Settings (Exchange 5.5)
Step 1 Log on to the Exchange server on which the Voice Connector is installed, and start Regedit.
Caution Changing the wrong registry key or entering an incorrect value can cause the server to malfunction. Before you edit the registry, confirm that you know how to restore it if a problem occurs. (Refer to the "Restoring" topics in Registry Editor Help.) Note that for Cisco Unity failover, registry changes on one Cisco Unity server must be made manually on the other Cisco Unity server, because registry changes are not replicated. If you have any questions about changing registry key settings, contact Cisco TAC.
Step 2 If you do not have a current backup of the registry, click Registry > Export Registry File, and save the registry settings to a file.
Step 3 To change the number of days to keep the log files before they are deleted:
a. Expand the key HKEY_LOCAL_MACHINE\Software\ActiveVoice\AvIVC.
b. Double-click LogCycleDays to display the Edit DWORD Value dialog box.
c. Select Hexidecimal or Decimal to indicate the base of the value that you will enter.
d. Enter the number and click OK.
Step 4 To change the logging level:
a. Expand the key HKEY_LOCAL_MACHINE\Software\ActiveVoice\AvIVC.
b. Double-click LogLevel to display the Edit DWORD Value dialog box.
c. Enter a number from 0 to 5, where 0 indicates no logging and 5 indicates the highest logging level, and click OK.
Step 5 To change the location of the log files:
a. Expand the key HKEY_LOCAL_MACHINE\Software\ActiveVoice\AvIVC.
b. Double-click LoggingPath to display the Edit String dialog box.
c. Enter the full directory path where the log files are to be created. Be sure to end the path with a backslash ("\").
Step 6 Click OK, and close Regedit.
Step 7 Open the Windows Services Applet.
Step 8 Right-click Exchange 5.5 Voice Connector and select Restart.
Step 9 Close the Windows Services Applet.
Retaining Outbound VPIM, Bridge, and SMTP Messages Temporarily
If needed for troubleshooting message delivery problems, you can change a registry setting so that outbound VPIM, Bridge, and SMTP messages processed by the Voice Connector are copied as text files to a specified directory. This setting does not apply to outbound AMIS messages.
To Retain Outbound VPIM, Bridge, and SMTP Messages Processed by the Voice Connector
Step 1 Log on to the Exchange server on which the Voice Connector is installed, and start Regedit.
Caution Changing the wrong registry key or entering an incorrect value can cause the server to malfunction. Before you edit the registry, confirm that you know how to restore it if a problem occurs. (Refer to the "Restoring" topics in Registry Editor Help.) Note that for Cisco Unity failover, registry changes on one Cisco Unity server must be made manually on the other Cisco Unity server, because registry changes are not replicated. If you have any questions about changing registry key settings, contact Cisco TAC.
Step 2 If you do not have a current backup of the registry, click Registry > Export Registry File, and save the registry settings to a file.
Step 3 Expand the key HKEY_LOCAL_MACHINE\Software\ActiveVoice\AvIVC.
Step 4 Click Edit > New > String Value.
Step 5 Enter StoreFiles as the name.
Step 6 Double-click StoreFiles to display the Edit String dialog box.
Step 7 Enter the full directory path where the log files are to be created. Be sure to end the path with a backslash ("\").
Step 8 Click OK and close Regedit.
Step 9 Open the Windows Services Applet.
Step 10 Right-click Exchange 2000 Voice Connector and select Restart.
Step 11 Close the Windows Services Applet.
Note When finished troubleshooting, be sure to delete the StoreFiles key that you created in the registry, and restart the Voice Connector service.
Trace Settings for Troubleshooting Cisco Unity Components
This section describes the trace settings that you can use for troubleshooting specific Cisco Unity components, as follows:
•Exchange 5.5 Directory Monitor Diagnostic Traces
•Active Directory Monitor Diagnostic Traces
•AMIS Diagnostic Traces
For information on trace settings that you can use to troubleshoot message waiting indicators (MWIs), see the "Message Waiting Indicators (MWIs)" chapter.
Exchange 5.5 Directory Monitor Diagnostic Traces
You use the Cisco Unity Diagnostic tool (UDT) to set micro traces for the Exchange 5.5 directory monitor. The micro traces to enable are in the DSEx55 group.
Diagnostic Trace Levels to Enable
•If the creation, modification, or deletion of subscriber accounts, distribution lists, or location objects in the Cisco Unity Administrator fails, enable levels 00 and 10. If the diagnostics show an error when accessing the directory with LDAP, also enable level 13 to get more details.
•If changes made in the Exchange 5.5 directory are not reflected in Cisco Unity, enable levels 10, 11, and 12. If the error is related to inconsistency in distribution list membership, also enable level 17.
•If the directory monitor service logs an error to the Windows Event log saying that it has thrown an exception, enable levels 00, 01, and 10.
See Table 2-6 for descriptions of the diagnostic trace levels.
Table 2-6 Diagnostics Trace Levels for the Exchange 5.5 Directory Monitor
Diagnostic Trace Level
|
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 level will produce very large diagnostic files.
|
02—Memory
|
Traces memory allocation and deallocation. There is seldom a need to enable this level.
|
10—General
|
Traces main events and all errors associated with them. This level 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 level is enabled, all LDAP operations are traced.
Note that enabling this level will produce very large diagnostic files.
|
14—Initialization
|
Traces all initialization activity for the directory monitor service.
|
15—Shutdown
|
Traces all 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 level 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 level 18, you get traces that show the names and values of the retrieved attributes.
Enable this level for troubleshooting import problems. For example, if the Cisco Unity Administrator does not display the first name of a person in the import list, enable this level to see if the import directory component is correctly returning the value to the calling application.
|
Active Directory Monitor Diagnostic Traces
You use the UDT to set micro traces for the Active Directory monitors. The diagnostics for the DC monitor are in the DSAD group. The diagnostics for the GC monitor are in the DSGlobalCatalog group. The levels that can be enabled are the same for both monitors.
Diagnostic Trace Levels to Enable
•If the creation, modification, or deletion of subscriber accounts, distribution lists, or location objects in the Cisco Unity Administrator fails, enable levels 00 and 10. If the diagnostics show an error when accessing Active Directory, also enable level 12 to get more details.
•If changes made in Active Directory are not reflected in Cisco Unity, enable levels 10, 11, and 17. If the error is related to inconsistency in distribution list membership, also enable level 16.
•If the directory monitor service logs an error to the Windows Event log saying that it has thrown an exception, enable levels 00, 01, and 10.
See Table 2-7 for descriptions of the diagnostic levels.
Table 2-7 Diagnostic Trace Levels for the Active Directory Monitors
Diagnostic Trace Level
|
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 level will produce very large diagnostic files.
|
02—Memory
|
Traces memory allocation and deallocation. There is seldom a need to enable this level.
|
10—General
|
Traces main events and all errors associated with them. This level 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 level is enabled, all ADSI operations are traced.
Note that enabling this level will produce very large diagnostic files.
|
13—Initialization
|
Traces all initialization activity for the directory monitor service.
|
14—Shutdown
|
Traces all 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 level 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
(DSGlobalCatalog only)
|
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 level 18, you get traces that show the names and values of the retrieved attributes.
Enable this level for troubleshooting import problems. For example, if the Cisco Unity Administrator does not display the first name of a person in the import list, enable this level to see if the import directory component is correctly returning the value to the calling application.
|
18—Input Property Lists
(DSAD only)
|
Low-level diagnostic trace. Do not enable unless requested to do so by Cisco TAC.
|
19—Output Property Lists
(DSAD only)
|
Low-level diagnostic trace. Do not enable unless requested to do so by Cisco TAC.
|
AMIS Diagnostic Traces
The UDT provides macro and micro traces to help you troubleshoot AMIS message delivery problems. See the "AMIS Messages Are Not Delivered at All" section on page 6-1 for information on using the Unity Diagnostic tool to troubleshoot AMIS message delivery problems. See the following sections for more information about the applicable AMIS macro traces to set for your situation:
•Basic Incoming and Outgoing AMIS Message Trace—These traces help you verify that Cisco Unity can send and receive AMIS messages. You can send test messages with these traces enabled to verify that the AMIS configuration is set up properly.
•General Incoming AMIS Message Traces—These traces help you narrow down the problem to a specific Cisco Unity component. When troubleshooting incoming message problems, set these traces first.
•Extensive Incoming AMIS Message Traces—These traces include more Cisco Unity components than the general traces, and therefore enable extensive logging. If you cannot determine the problem from the set of general traces, enable the traces specified in this section.
•General Outgoing AMIS Message Traces—These traces help you narrow down the problem to a specific Cisco Unity component. When troubleshooting outgoing message problems, set these traces first.
•Extensive Outgoing AMIS Message Traces—These traces include additional Cisco Unity components, and therefore enable extensive logging. If you cannot determine the problem from the set of general traces, enable the traces specified in this section.
Basic Incoming and Outgoing AMIS Message Trace
The Basic Incoming and Outgoing AMIS Message macro trace sets the following micro traces, which help you verify that Cisco Unity can send and receive AMIS messages:
•Conv AMIS—28
•Notifier—28
General Incoming AMIS Message Traces
The General Incoming AMIS Message macro trace sets the following micro traces, which help you narrow down the problem to a specific Cisco Unity component:
•CDE—10, 14, 18
•AlCommon—10
•DalDb—10
•DalEx—10
•Doh—10
•MALEx—10
•MALLn—10
•Conv AMIS—28
Extensive Incoming AMIS Message Traces
The Extensive Incoming AMIS Message macro trace sets the following micro traces, which include additional Cisco Unity components, and therefore enable extensive logging:
•CDE—10, 11, 12, 13, 14, 18, 19
•AlCommon—10
•DalDb—10
•DalEx—10
•Doh—10
•MALEx—10
•MALLn—10
•FailureConv—11
•PhraseServer—12
•Conv AMIS—13, 14, 15, 17, 20, 23, 25, 26, 27, 28
•Miu General—13, 14
General Outgoing AMIS Message Traces
The General Outgoing AMIS Message macro trace sets the following micro traces, which help you narrow down the problem to a specific Cisco Unity component:
•CDE—10, 14, 18
•AlCommon—10
•DalDb—10
•DalEx—10
•Doh—10
•MALEx—10
•MALLn—10
•Conv AMIS—28
•Notifier—13, 19, 24, 26, 28
•ExchangeMonitor—13 (Note that if no information is logged from the Exchange Monitor 13 trace, it indicates that there is a problem.)
Extensive Outgoing AMIS Message Traces
The Extensive Outgoing AMIS Message macro trace sets the following micro traces, which include additional Cisco Unity components, and therefore enable extensive logging:
•CDE—10, 11, 12, 13, 14, 18, 19
•AlCommon—10
•DalDb—10
•DalEx—10
•Doh—10
•MALEx—10
•MALLn—10
•Conv AMIS—13, 14, 15, 17, 20, 23, 25, 26, 27, 28
•FailureConv—11
•PhraseServer—12
•Notifier—13, 19, 20, 21, 24, 26, 28
•ExchangeMonitor—13 (Note that if no information is logged from the Exchange Monitor 13 trace, it indicates that there is a problem.)
Feedback
