Unity Connection Hot Issues from Cisco TAC

CO-RES Unity connection RU fails with no indications, Open CSCtx64076

Symptom: When upgrading from 6.1(4) to 8.6(2a) on 7838H3 , the RU upgrade completes fine and the server boots into new version but only the CUCM works and CUC doesnt work On investigation , we see that the CUC database migration has resulted in failure with the following errors 2012-01-28 17:00:24 391: Cannot insert a null into column (tbl_externalservice.isimpersonationenabled). 2012-01-28 17:00:24 847: Error in load file line 1. // 2012-01-28 17:00:25 DEBUG command returned 65280 (platform:86) 2012-01-28 17:00:25 ERROR Error:Csv import for unitydirdb@ciscounityb. Error=65280 (switchover:315) 2012-01-28 17:00:25 ERROR Failure occurred during import for unitydirdb@ciscounityb. (switchover:166) 2012-01-28 17:00:25 INFO Unity Connection data migration completed. (switchover:143)
Conditions: n/a
Workaround: n/a

First message sent after VMO added to outlook gets stuck in outbox, Open CSCtx40413

Symptom: Customer adds VMO to Outlook client and highlights Outbox folder in Outlook. The next message being sent out of the client gets stuck in the Outbox folder. All other subsequent messages are sent with no issues. If they highlight a folder other than Outbox, the messages send just fine.
Conditions: CUC 8.5.1ES60 Client PC: Windows 7, Windows 7 Pro 64 bit, and Windows XP, Outlook 2007, VMO 8.5.4-8.5.7 and VMO 8.6.5 all have the issue. Exchange version is 2010.
Workaround: Don't highlight the Outbox folder when sending and receiving after installing VMO. Unfortunately, this customer regularly does this and expects VMO to not cause issues regardless of how they user their Outlook for their business so this isn't a valid work around for them.

CUC 8.5(1) - Tomcat PermGen OutOfMemory error, Fixed CSCtn99779

Symptom: Tomcat cores indicating that java has crashed. Back trace shows: VMError::report_and_die () from /usr/local/thirdparty/java/j2sdk/jre/lib/i386/server/libjvm.so
Conditions: CUC 8.5(1)SU1
Workaround: Restart Tomcat

ETSGJ-CH:CUC 8.6 Japanese option is not shown in System Default Language, Fixed CSCtt21815

Symptom: Japanese option is not shown in System Default Language
Conditions: After refresh upgrade, install any locale.No option is shown in CUCA to configure the installed locale.
Workaround: Workaround requires root access to resolve this issue, recommended solution is to upgrade on 08.6(02)ES19. Workaround : 1. Login into system as root after regresh upgrade. 2 . remove /etc/opt/cisco/install/conf/CUC_RU_FLAG file. 3. install locale. 4. create file /etc/opt/cisco/install/conf/CUC_RU_FLAG

Unity Connection 8.0 - CuCsMgr Core Dump, Fixed CSCto92216

Symptom: Unity Connection 8.0(3) CuCsMgr may core dump 1 or multiple times.
Conditions: CuCsMgr core dump In the syslogs you will see the following: %UC_GENERIC-6-ServiceStopped: %[ServiceName=Connection Conversation Manager][AppID=Cisco Service Manager][ClusterID=][NodeID=host_name]: Service stopped. %UC_SERVICEMANAGER-2-ServiceFailed: %[ServiceName=Connection Conversation Manager][Reason=Service stopped abruptly][AppID=Cisco Service Manager][ClusterID=][NodeID=host_name]: Service terminated. %UC_UCSRM-3-CriticalServiceDown: %[AppID=CuSrm][ClusterID=][NodeID=RLUC1]: Critical Service Connection Conversation Manager is down. In the backtrace you will see the following: 0x007917c0 in CCsExceptionSvr::ThrowException () from /opt/cisco/connection/lib/libCsExceptionSvr.so 0x00791844 in CCsExceptionSvr::ThrowSignalException () from /opt/cisco/connection/lib/libCsExceptionSvr.so 0x07def859 in COPIPrepInfo () from /opt/cisco/connection/lib/libConvHelpers.so 0x07c16754 in PutPrivateListPropertiesInNamedProps () from /opt/cisco/connection/lib/libConvSub.so 0x07c17217 in PLEvalNumber_OnEntry () from /opt/cisco/connection/lib/libConvSub.so 0x07903930 in CCustomState::OnEntry () from /opt/cisco/connection/lib/libCsConv.so 0x021ec01f in CCsStateMachine::Execute () from /opt/cisco/connection/lib/libConvEng.so 0x033af680 in CCsCDEConvBase::Run () from /opt/cisco/connection/lib/libCDEConvBase.so 0x07f66655 in CCsSRunConversation::OnEntry () from /opt/cisco/connection/lib/libState.so 0x021ec01f in CCsStateMachine::Execute () from /opt/cisco/connection/lib/libConvEng.so 0x033af680 in CCsCDEConvBase::Run () from /opt/cisco/connection/lib/libCDEConvBase.so 0x07f66655 in CCsSRunConversation::OnEntry () from /opt/cisco/connection/lib/libState.so 0x021ec01f in CCsStateMachine::Execute () from /opt/cisco/connection/lib/libConvEng.so 0x033af680 in CCsCDEConvBase::Run () from /opt/cisco/connection/lib/libCDEConvBase.so 0x07f66655 in CCsSRunConversation::OnEntry () from /opt/cisco/connection/lib/libState.so 0x021ec01f in CCsStateMachine::Execute () from /opt/cisco/connection/lib/libConvEng.so 0x033af680 in CCsCDEConvBase::Run () from /opt/cisco/connection/lib/libCDEConvBase.so 0x03cc7149 in OnRunEvent () from /opt/cisco/connection/lib/libArbiter.so 0x03cc8ad4 in ConversationThread () from /opt/cisco/connection/lib/libArbiter.so 0x00386393 in ThreadMain () from /opt/ci 0x001163cc in start_thread () from /lib/tls/libpthread.so.0 0x002c396e in clone () from /lib/tls/libc.so.6
Workaround: None. Just restart the service if it does not restart on its own.

Unity Connection - document upgrade procedure for multilingual installs., Open CSCtw48823

Symptom: When upgrading a Connection server, all locales must be removed prior to the upgrade. However, when a locale is removed, all Subscriber links to that locale are also removed. This is to document the procedure needed in order to restore those links after the upgrade.
Conditions: Upgrading a multilingual Connection install (where any locales other than ENU are installed).
Workaround: Contact TAC.

UC 8.6.1 gives Failsafe for Sign-In when invalid extension entered, Fixed CSCtw44604

Symptom: After loading an ES on Unity Connection 8.6.1 failsafe is heard when entering Sign-In conversation and entering an invalid extension. If you enter an extension that does not exist on system you hear:"This system is temporarily unable to complete your call". If you enter a extension that does exist on the system then you are allowed to enter the PIN and log into the mailbox.
Conditions: Unity Connection ES 10 Unity Connection ES 12
Workaround: Enter only valid extensions

cli cannot run cuc dbquery after restore, Fixed CSCsq28868

Symptom: After a rebuild (fresh install) of CUC 2.0 and then restoring from backup, it is no long possible from the cli to: run cuc dbquery
Conditions: CUC 2.0
Workaround: N/A
Further Problem Description: N/A

Redundant partition field in tbl_Handler causing undeletable partition, Fixed CSCtl80493

Symptom: It is not possible to delete a partition in Connection although the SA does not show any references to it in any search in the SA.
Conditions: The partitionobjectid in the tbl_Handler database table is not updated by the SA although the entry in the DTMF table is.
Workaround: The following CLI command will list aliases which have a partition in the DTMF table that is not correctly updated in the Handler table: select s.alias from vw_subscriber s, vw_callhandlerprimary c where s.objectid=c.recipient_subscriberobjectid and s.partitionobjectid != c.partitionobjectid

RU from 8.5.1.12900-7 to 8.6(2a) fails at csp_RefreshFolderCounts(), Fixed CSCtx67995

Symptom: 1. Refresh upgrade from 8.5.1 to 8.6(2a) fails at csp_foldersrefreshcounts() 2. Switch version fails from 8.6->8.6 ES upgrade
Conditions: 1. Either, customer is trying to perform an upgrade from 8.5.1SU2 unrestricted to 8.6.2a unrestricted however the upgrade is failing due to exceeded max time. 2. Or, Switch version during 8.6 ES upgrade For Refresh Upgrade: --------------------------------------------- In the install.log I see where we kick off the importing of the cuc database: 11/09/2011 23:01:15 IPM|Execute shell command "/opt/cisco/connection/lib/install/cuc-import RU Import 8.6.2.20000-2 8.5.1.12900-7 /usr/local/cm/ /common/component/connection /common/log/install/capture.txt "| However this is where several hours pass and then the upgrade kills: 11/10/2011 05:01:15 IPM|Internal Error, File:ipm.c:2006, Function: ipmReadNormalizedInputLine(), "/opt/cisco/connection/lib/install/cuc-import RU Import 8.6.2.20000-2 8.5.1.12900-7 /usr/local/cm/ /common/component/connection /common/log/install/capture.txt " terminated. Exceeded max time (21600)| In the cuc-import.log the last entry that we see is of csp_foldersrefreshcounts() after which upgrade failed
Workaround: None --------------------------------------------------- For Switch version: --------------------------------------------------- csp_foldersrefreshcounts() takes hours to complete when number of messages are significant (>30k) Workaround: Dont invoke this procedure during switch version. From root, "vi /partB/opt/cisco/connection/lib/switchover/modules/mailstores.py" Grep for the above procedure and comment out the line with #. ---------------------------------------------------

UC 8.5 - Single Inbox Docs Need to Indicate Outlook Rules Behavior, Open CSCtq76877

Symptom: When single inbox is configured, Outlook rules may not trigger off these messages. This is because Outlook rules don't seem to trigger off of EWS/WebDAV.
Conditions: UC 8.5 Single inbox with Outlook rules
Workaround: Documentation needs to be updated to indicate something such as "Rules may or may not work for Single Inbox messages", or whatever is most politically correct.

UC 8.5+ - SpeechView config needs to warn admins about SMIME format, Fixed CSCtx78668

Symptom: Unity Connection 8.5+ SpeechView configuration guide needs to make specific mention that outbound registration requests need to remain in Secure MIME (SMIME) format. Otherwise, outbound/inbound registration with Nuance will timeout or fail
Conditions: UC 8.5+ with SpeechView
Workaround: Make sure SpeechView registration messages are preserved in (Secure MIME) MIME format

CUC cluster and Visual voicemail - No line available to play message, Fixed CSCti36481

Symptom: When trying to play the voice mail message via visual voice mail mid-let, it fails to play the message and displays following messages on the phone ~~~~~~~~~~~~ Opening line Checking connection Retrying Connection Checking Connection Retrying Connection Checking Connection No line available to play message ~~~~~~~~~~~~~
Conditions: Configuring visual voice mail service with Unity Connection cluster running 7.x or 8.x version
Workaround: When configuring Visual Voicemail in a cluster of publisher and subscriber Cisco Unity Connection servers in an active-active configuration, you must have a unique hunt list configured for each Cisco Unity Connection server. These hunt lists should be configured differently than the hunt list you have configured for the audio (TUI) voicemail service. You must add the line group for the publisher server to the hunt list for the publisher server. Similarly, you must add the line group for the subscriber server to the hunt list for the subscriber server. Do NOT add the line group for the subscriber server to the hunt list of the publisher server. And do NOT add the line group of the publisher to the hunt list of the subscriber server. The Installation and Configuration Guide for Visual Voicemail Release 8.5 has been updated with the necessary configuration steps.

UC - Call the Sender option not announce for Unknown callers, Fixed CSCtr15342

Symptom: When using Unity Connection 8.5.1 using Customer Key Mapping and in the After Message Conversation enable 'Call the Sender'. If a message is received from a known caller the option is announced to 'Call the Sender'. If a message is received from an unknown caller the option 'Call the Sender' is NOT announced. However, if you key in the option the call is returned even though the option was not announced.
Conditions: In COS the following options are checked: -Users can reply to messages from other users by Calling them -Users can reply to messages from Unidentified Callers by Calling Them Drop a message from unknown caller to a connection user. Unity Connection 8.5.1 SU1
Workaround: None. The option can be done even though it is not announced. Default option is 44, to call the sender. The same can be changed from Custom Keypad mapping

Outgoing Post-dial Delay should default to non-zero, Fixed CSCte66721

Symptom: Various race conditions during blind transfers on SCCP/CUCM integrations, such as CSCtb68090
Conditions: Unity Connection 7.1(3) and earlier with Outgoing Post-dial Delay set to 0
Workaround: From CUAdmin, under the Port Group in question, change the "Outgoing Post-dial delay" (located under Edit -> Advanced Settings) to a non-zero value. Start at 50 ms and adjust if necessary.

JETTY logs filling up root partition, Open CSCts98388

Symptom: Under heavy COMET notification traffic, a Cisco Unity Connection system may fill up its root partition. The jetty logs are not being purged correctly.
Conditions:
Workaround: None

CUC Unified Messaging Document Needs update for 0365 Account Options, Fixed CSCtx56186

Symptom: The current CUC UM documentation needs to be updated for CUC 8.6.2 and Office365 options for needing a separate UM service account when in a mixed environment with Exchange 2003 and Exchange 2010. This is the link.... http://www.cisco.com/en/US/docs/voice_ip_comm/connection/8x/unified_messaging/guide/85xcucumg020.html#wp1198171 The table 2-3 referenced in the "Determining You Want Cisco Unity Connection 8.5 and Later to Communicate With" needs to have a column added for Office 365 options just like the others for Exchange 2003, 2007 and 2010 have. Customers are asking questions as to whether they can use the same UM account for O365 they already have setup for other Exchange integrations for CUC with UM. They need the info in regards to this.
Conditions: http://www.cisco.com/en/US/docs/voice_ip_comm/connection/8x/unified_messaging/guide/85xcucumg020.html#wp1198171 Currently Table 2-3 is missing O365 column for UM service account options.
Workaround: NA

Unity Connection supports the synchronization of up to 60k user accounts, Fixed CSCtb58717

Symptom: Unity Connection supports the synchronization of up to 60,000 user accounts per cluster, but does not enforce this limit. Synchronizing more than 60,000 user accounts can lead to starvation of disk space, slower database performance, and longer upgrade times.
Conditions: Documentation defect in the Unity Connection SRND Guide for 7.x which is missing this information.
Workaround: Documentation defect in the Unity Connection SRND Guide for 7.x which is missing this information.
Further Problem Description:

UC 2.x - Backup/Restore May Break Ability to Run CLI Commands, CSCtc88199

Symptom: When CLI commands are ran, the CLI password behind the scenes is used to authenticate the user each time a command is ran. If a backup/restore is done, the files in /opt/cisco/connection/.security/ directory may get corrupted and you will see the following after running commands at the CLI: Can't load driver java.lang.reflect.InvocationTargetException Command failed
Conditions: CUCMBE 6.0(1) UC 2.0(1)
Workaround: 1. Using the CLI, create a remote account, setting account_name and days to whatever you want admin:utils remote_account create 2. Generate a passphrase to get remote access 3. Log in to the server using the remote account credentials 4. Change directory to $CU_HOME/lib/python2.?/site-packages 5. Create a new file called cuencrypt.py with vi, if it's not already there vi cuencrypt.py 6. Paste in the contents of vob/un_Databases/python/site-packages/cuencrypt.py 7. Run python to update the cucli account's credentials python >>>import cuencrypt >>>cuencrypt.set_password('cucli', '') If you get the error: bad decrypt 24774:error:06065064:digital envelope routines:EVP_DecryptFinal:bad decrypt:evp_enc.c:438: bad decrypt 24783:error:06065064:digital envelope routines:EVP_DecryptFinal:bad decrypt:evp_enc.c:438: Execute init_iv_and_key() at the python prompt, then try cuencrypt.set_password() again: >>> init_iv_and_key() 8. Change the attributes and enable write access on the shadow file chattr -i /etc/shadow chmod 600 /etc/shadow 9. Run "passwd cucli" and enter the password you entered in cuencrypt.set_password() at the prompt. 10. Restore the attributes on the shadow file chmod 400 /etc/shadow chattr +i /etc/shadow 11. Run a CLI database command to verify that it works admin:run cuc dbquery unitydirdb select alias from vw_subscriber
Further Problem Description:

UC 8.6.1IMAP daemon returns unknown user or bad password, CSCtr94356

Symptom: Unityconnection from 8.5.1ES42 to 8.6.1, IMAP is broken. User authentication using LDAP still works fine. Packet sniffer shows UC IMAP daemon returns unknown user or bad password. LDAP integrated user does not pass the imap setting but a local user does
Conditions: Affects UC 8.5.6 systems
Workaround: Change to permissive mode admin:utils os secure status OS Security status: enabled Current mode: permissive admin:utils os secure permissive

Unable to upload wav files and save as greeting or send as message, Terminated CSCto92753

Symptom: Unable to upload an existing wav file, or create a new recording using the PC microphone and save as greeting, voice name, or send as message. In the case of trying to send as a message, the user receives a "Failed to Send Message" error. You might see Failed to Record Name if attempting to overwrite a Call Handler with a file. You might also see Unable to save recording due to SSL certificate error.
Conditions: Cisco Unity Connection versions 7.1(5)ES45, 8.0(3)ES27, 8.5(1)ES37 When using either the Cisco Unity Connection Administration (CUCA) or the Cisco Unity Connection Personal Communications Assistant (PCA) web applications to upload an existing wav file, or create a new recording using the PC microphone and save as a voice name, greeting, or send as a message. In the client side Java Console logs, you see the following exception: Exception in thread "Timeout guard" java.security.AccessControlException: access denied (java.net.SocketPermission 10.93.231.234:8443 connect,resolve)
Workaround: In your client side JRE security profile file....commonly named: java.policy...add the below entry. Will need to use the ipaddress of the Connection server (for a cluster, put an entry for each of publisher and subscriber). permission java.net.SocketPermission "10.93.237.101:8443", "connect,resolve"; If get a permission error when trying to modify java.policy, then you may need to set the permissions of the file to not inhearent permissions from it's parent and not be read-only. (aka by default the entire JRE folder is read-only but you need to modify a file within it). A good article on the Sun website with more detail on the workaround: http://java.sun.com/developer/onlineTraining/Programming/JDCBook/appA.html

CUC 8.6.1 single inbox (unified messaging) user test fails with no info, CSCtw78566

Symptom: When a customer is testing users on a CUC 8.6.1 system and it fails, no reliable or useful info is returned in the failure. Previous versions such as 8.5 returned the proper http error codes like 401, 500 and the like which were also reflected in both tomcat and mailbox synch logs. It seems the last 8.5 customers I has cases with show this result on user test failures using SIB/UM with this CUC version.
Conditions: CUC 8.5 using Single Inbox (unified messaging) and testing a user with resulting failure due to misconfiguration. Returns no valid error codes/info.
Workaround: Use Mailbox Synch and Tomcat traces to see the true errors returned on the failed test.

DRF Local Service can NOT Start After Rebooting the Server, Open CSCtx58803

Symptom: DRF Local Service can NOT start after rebooting CUC server. If I try to start manually, it stopped immediately.
Conditions: == Server - UCS-C210M2-VCD2 == OVA template It happens when I installed with either the following template (vCPU = 1). - CUC_8.6.2_vmv7_v1.5.ova - CUC_8.6_vmv7_v1.5a.ova
Workaround: Starting DRF Local Service manually after restarting DRF Master Service from Cisco Unified Serviceability GUI.

Unity Connection - need better documentation on locale dependancies., Fixed CSCtu12909

Symptom: The current 8.5(1) documentation states "Locale ES 24 is supported with Connection 8.5(1)ES 17 or later". This is misleading as it implies the locales will work with any Connection release above ES24. We need better documentation to inform customers that the multilingual .cop "language pack" files are only supported on the specific builds which they were created/tested.
Conditions: Upgrading a multilingual Connection install to an ES later than the qualified release.
Workaround: Customers using multilingual installations should only upgrade to the next fully approved multilingual build.

Replication Fails due to Stuck SMTP server, Fixed CSCta25833

Symptom: Replication will backup and cause smtp message delays if the server throws the following error: Error message from smtp logs: Failed to construct mime message. Unexpected exception thrown. This event may be helpful for troubleshooting in conjunction with other events. Technical details: javax.mail.MessagingException: IOException while copying message; nested exception is: java.io.FileNotFoundException: /var/opt/cisco/connection/lib/streams/aef25dea-5e8b-42db-b53c-a2d44d6684ae.wav (No such file or directory). The SMTP server gets backed up because it continues to try and send the message that is failing to get constructed.
Conditions: In our particular case a user deleted or changed his greeting but the unity connection system for some reason removed the file but did not remove the entry in the database that pointed to that file.
Workaround: Change the greeting or wav file from the sa webpage for the user that we are failing to construct replication message for.

UC 8.5+ - SpeechView config needs to warn admins about email disclaimers, Fixed CSCtx78650

Symptom: Unity Connection 8.5+ SpeechView configuration guide needs to make specific mention that email disclaimers added to outbound/inbound email will cause registration with Nuance to timeout or fail
Conditions: UC 8.5+ with SpeechView feature
Workaround: Remove any email disclaimers from inbound/outbound messages between UC and Nuance

Core generated on Special Characters in Mail Subject Field, Open CSCtx42950

Symptom: CuCsMgr core files are generated
Conditions: A core occurs when an message is received with special characters in the Subject field and they are decoded into 2 bytes (multibyte) causing a buffer overrun.
Workaround: Stack Trace from utils core active analyze #0 0x008d37a2 in _dl_sysinfo_int80 () from /lib/ld-linux.so.2 #1 0x00778825 in raise () from /lib/tls/libc.so.6 #2 0x0077a289 in abort () from /lib/tls/libc.so.6 #3 0x007acd2a in __libc_message () from /lib/tls/libc.so.6 #4 0x007b372f in _int_free () from /lib/tls/libc.so.6 #5 0x007b3baa in free () from /lib/tls/libc.so.6 #6 0x005c0a61 in operator delete () from /usr/lib/libstdc++.so.6 #7 0x005c0aad in operator delete[] () from /usr/lib/libstdc++.so.6 #8 0x008f885d in NCsStringCodec::rfc1522_decode () from /opt/cisco/connection/lib/libCsStringCodec.so #9 0x015447bc in CCsMalDb::FixupEncodedUnicodeStrings () from /opt/cisco/connection/lib/libCsMalUmss.so ..... ..... .....

UC - Forwarding message with Special Character is not delivered, Open CSCtx69601

Symptom: When attempting to run Unity Connection and attempting to foward a message from a use that has a special character in their display name such as '' the message is moved to Badmail and not delivered. The MTA trace indicates that 'Sender not found in the message' thus it moves to badmail folder. MTA trace you find: 09:16:01.995 |14050,,,MTA,12,Thread=MtaMailDelivery-3; class=CsUnityMtaDelivery;Sender not found in the message, putting message in badmail. File Path=/var/opt/cisco/connection/spool/UmssMtaQueue/drop2a86e8c0-c533-488a-8f1d-87c2a6f9a5d3.eml.mta 09:16:01.995 |14050,,,MTA,15,Thread=MtaMailDelivery-3; class=CsUnityMtaDelivery;Finish Message Delivery for fileName=/var/opt/cisco/connection/spool/UmssMtaQueue/drop2a86e8c0-c533-488a-8f1d-87c2a6f9a5d3.eml.mta Status=103 09:16:01.995 |14050,,,MTA,15,Thread=MtaMailDelivery-3; class=CsUnityMtaMessageHandler;Message delivery Status!! File=/var/opt/cisco/connection/spool/UmssMtaQueue/drop2a86e8c0-c533-488a-8f1d-87c2a6f9a5d3.eml.mta; Status=103; retry Count=0 retry limit=3 09:16:01.995 |14050,,,MTA,12,Thread=MtaMailDelivery-3; class=CsUnityMta;Message could not be delivered due to (Sender not found in the message). Moving message file to MTA badmail folder. Delivery Status=103 File Name=/var/opt/cisco/connection/spool/UmssMtaBadMail/2012-01-31/drop2a86e8c0-c533-488a-8f1d-87c2a6f9a5d3.eml.mta 09:16:01.997 |14050,,,MTA,20,Thread=MtaMailDelivery-3; class=CsUnityMtaPerfCounters;Total Number of messages put into Badmail Folder=3 09:16:01.997 |14056,,,MTA,15,Thread=mtaIncomingMailHandler; class=CsUnityMtaFolderMonitor;SMTP Drop Messages Monitor: No new messages found !! If you conduct the same test with user that doesn't have special character the message is forwarded without issue.
Conditions: 8.5.1ES79 VMO 8.6.4 Outlook 2003
Workaround: Use Phone to forward the message

Subscriber conversation VUI uses default restriction table, Fixed CSCsl90506

Symptom: When a Unity Connection user logs in and uses the VUI to transfer to a contact by speaking the contact's phone number, Unity Connection tells the user "You cannot call that number", even if the user can call the contact by speaking his/her name and if the Restriction Table allows calls to that number.
Conditions: Unity Connection 1.2(1)
Workaround: The only option at this time is to set the Default System Transfer Restriction Table to allow calls to the number.

UC: Need better doc on choosing SMTP domain, Open CSCtx52609

Symptom: Requesting documentation that will guide customer on what SMTP domain to choose for Unity Connection. It is recommended that customer do not place UC in same SMTP domain as Exchange however there is no documentation to guide customer in choice. Known issues have been documented that have been seen but requesting more documentation that might guide customers during installs. https://supportforums.cisco.com/docs/DOC-16892
Conditions: UC 8.5.1 UC 8.6.x
Workaround: Do not put UC in same SMTP domain as Exchange

UC 8.5 - VMO 8.5/8.6 Outlook 2k7 Messages Tab Missing, Fixed CSCts16520

Symptom: When creating a new email message in outlook, the "message" tab is simply not there. Customer tried VMO 8.6.3 and same issue.
Conditions: IN outlook 2007 and UC 8.5
Workaround: Close the outlook and restart outlook again and it will run for a few minutes and then the issue starts happening again (missing message tab)

UC - Sync users page is blank for every page but the first one, Terminated CSCtf33887

Symptom: Sync User section, any page of users after the first page is blank.
Conditions: UC 7.13 If your search says it returned 200 users, and you list 100 on the first page, then go to page two, that page is blank. If you list 20 users per page, the first 20 show, all of the next pages will be blank.
Workaround: None

DB replication down due to NTP issues, file replication stays up, Fixed CSCtg76276

Symptom: New messages can not be played, error that they are not available at this time. Header information is available, but messages cannot be played.
Conditions: NTP referenced time on servers got off, resulting in db replication being broken. File replication still working. Message left on primary server, DB updated on the primary, but not on the secondary. Wav file replication does occur to the secondary. Clean Orphaned Messages job runs on secondary, and deletes the wav file since there is no DB record on the secondary. File replication then deletes the wav file on the primary. DB replication restored, and DB record for message updated on secondary. Message is then presented to user via TUI, but the wav file has been deleted from both nodes.
Workaround: Restore DB replication before nightly jobs run or disable jobs until replication is restored.

DN: Users not replicated - error verifying the message signature, Terminated CSCtc68954

Symptom: Users from one Cisco Unity Connection server do not replicate to another Cisco Unity Connection server in the Digital Network. This happens out of the blue, when directory replication had been functioning properly.
Conditions: This has been observed on a Cisco Unity Connection 7.1.3 server, but likely the problem can happen in any version where the Cisco Unity Connection servers are configured for Digital Networking. If you enable the CuReplicator micro traces on the server on which the remote users are failing to get created, and open the diag_CuReplicator_xxxxxxxx.uc file, you see something like the following: "Error verifying the message signature. Unexpected exception thrown. This event may be helpful for troubleshooting in conjunction with other events. Technical details: java.lang.NullPointerException." -- and -- "MessageProcessor Invalid signature on message from 'replication@[DomainName]'. Ignoring message."
Workaround: First try a directory push or a directory pull. If the users still do not replicate, remove the location from the Digital Network, wait for all of its users and other objects to be removed from the other locations in the Digital Network, and then re-add the location back to Digital Network.

VMO 8.5(6) - Send To> Mail Recipient Wrongly Populates Media Master Bar, Fixed CSCto88965

Symptom: A user can choose to e-mail a file on their computer by right clicking on the item and selecting "Sent To > Mail Recipient." By doing so a new e-mail message is created and with the file attached. However, if in the Outlook Explorer a voice message is highlighted at the time the file is attached to the new mail message, the new mail message will display the voice message audio pane even though the message is clearly not a voice message. If a non-voice message is highlighted in the Outlook Explorer or no message is currently selected then the new message will appear to be correct. However, there can be underlying issue with the message itself that can cause undesirable behavior. In addition, the "Voice Message" button that can be used to convert an e-mail to a voice message will be inoperable.
Conditions: This issue exists in with versions of ViewMail 8.5.x and later and regardless of the version of Outlook used.
Workaround: The work-around for this issue is to manually create an e-mail message from within Outlook and then attach the desired file to the e-mail.

Unity Connection PCA Web Inbox not Recognizing Idle Timeout, Fixed CSCts82651

Symptom: Cisco PCA Web Inbox for Unity Connection is not recognizing the Session Timeout. Cisco PCA Sssion Timeout is set in Unity Connection Administration under System Settings -> Advanced -> PCA -> Cisco PCA Session Timeout (in Minutes)
Conditions: Whether Session Timeout value is configured to a low value to force quick timeout or a high value to enable longer session timeouts, the session times out after approximately 30 minutes of idle time.
Workaround: Currently, there is no workaround.

VVM: Reverse TRaP fails with: No line available to play message, Terminated CSCts09682

Symptom: Users of any model of Cisco IP Phone are getting the following error while trying to access the message using visual voice mail over IP Phone: Opening line... Checking connection... Retrying connection... Checking connection... Retrying connection... Checking connection... No line available to play message
Conditions: - CUC version 8.5.1. - CUCM version 8.5.1. - Single CUC server (ruling out other known issues). - Occurs on all tested models of IP Phone (9971, 9951, 7975, 8961, and 7965 all tested with the same issue).
Workaround: None.

UC 8.5 experience long delay when using TTS on large mailboxes, Fixed CSCto54535

Symptom: When attempting to check messages using TTS on large mailbox around 300 MB there is several minute delay when pressing option 7 to listen to External Messages. Then when attempting to play message there is also long delay before message is played. If caller hangs up and calls back in the delay is only slightly decrease if at all.
Conditions: Unity Connection 8.5.1SU1 Exchange 2003
Workaround: The only workaround now is to decrease the size of the mailbox

UC 1.2 Message Activity Report showing N/A, CSCsk97099

Symptom: User Message activity Report for subscriber is reporting N/A in total new messages and is not incrementing. When a message is sent to a subscriber via a private distribution list, total new messages are not incremented and N/A is displayed.
Conditions: Unity Connection 1.2
Workaround: none
Further Problem Description:

Tomcat service core dumps, CSCtd36747

Symptom: Tomcat Service intermittently core dumps In core dump: #13 0x07e4b396 in CCsMonitorClient::GetPortStatusAll () from /opt/cisco/connection/lib/libMonitorClient.so #14 0x07e4cfb2 in Java_com_cisco_unity_monitorClient_PortMonitorClient_GetPortStatusAllNative () from /opt/cisco/connection/lib/libMonitorClient.so
Conditions: CUC 7.1.3 Cluster
Workaround: Using port status monitor from ciscounitytools.com instead of the one in RTMT should avoid this condition.
Further Problem Description: Questioned customer on port monitor, and below was the response: I am running RTMT 24x7 to monitor call activity on the ports. I point RTMT to pub, but the dumps are on the sub.

Problems in csp_globalusercreate/modify cause Informix panic, Fixed CSCtj45020

Symptom: Exceptions in csp_GlobalUserModify can lead to Informix panic and subsequent restarts/reboots. Panics can also be triggered by problems in csp_GlobalUserCreate. When the problem occurs: 1) users calling into the Subscriber may not be able to retrieve their messages. 2) using CUSA to serarch for users on a remote cluster returns an error.
Conditions: Unity Connection 7.x and 8.x using digital networking.
Workaround: Turn off the Digital Networking Replication service.

UC 8.x - Dist. List Conflict Error in Digital Network Logs Breaks Sync, Fixed CSCts20300

Symptom: DL error in CuReplicator logs: com.cisco.unity.networking.DistributionListCreateOrModify.subRun(DistributionListHandlerFactory.java:667)
Conditions: When same displayname get configured of a distribution list on more than one node. Eg: Node-1: Distribution list displayname : DistL Node-2: Distribution list displayname : DistL
Workaround: Unconflict the Distribution list on one of the node by adding any special character. Node-1: Distribution list displayname : DistL_

Bulk Edit Tool Fails when making changes to Caller Input page., Fixed CSCth50703

Symptom: When using the Bulk Edit Tool to change subscriber Caller Input. Select user, then click on Bulk Edit most of the changes work fine. However if they choose the "Caller Input" page, select the zero key, set it to Call Action --> Transfer to Alternate Contact Number and Extension set to zero they click on Submit and they get an "error or page" error. Have tried this on three different versions of IE and different workstations all fail. I was able to reproduce this in my lab with IE 8 and Java 6.20.
Conditions: This issue was observed in Cisco Unity Connection version: 8.0.2.40000-12. It may exist in other versions of Unity Connection as well.
Workaround: The issue does not occur when the Firefox browser is used.

SIB - Fea-req to have IP addr override in notif reg for BPOS-D, Fixed CSCts42794

Symptom: UCxN does not receive EWS notifications from Exchange 2007/2010.
Conditions: In a BPOS-D environment where the IP address of UCxN has been NAT'd.
Workaround: None at this time.

Unity Connection 8.5.1 core during Auto Discover Process, Fixed CSCtr52000

Symptom: During Autodiscover Process the Connection Mailbox Sync may core if names have special characters. url passed by the webdav server has a special character which leads to a core of the mbxsync service. 10:12:42.602 |17984,Creation Thread Group,{8c63d3ac-2e7b-427c-abc5-f0e86626163a},CsExMbxLocator,13,[CsExMbxLocator/CsExMbxLocator.cpp:1021]: HTTP request: GET / https://Test.com/exchange/bigtest's@cisco.com/Inbox / 10:12:42.602 |17984,Creation Thread Group,{8c63d3ac-2e7b-427c-abc5-f0e86626163a},CsExMbxLocator,12,[CsExMbxLocator/CsExMbxLocator.cpp:1028]: SSL is disabled using http://Test.com/exchange/bigtest's@cisco.com/Inbox 10:12:42.613 |17984,Creation Thread Group,{8c63d3ac-2e7b-427c-abc5-f0e86626163a},CsExMbxLocator,13,[CsExMbxLocator/CsExMbxLocator.cpp:1111]: Autodiscover lHttpStatusCode: 302 3:22 PM The following can be found in Sniffer Capture: Document Moved\n

Object Moved

This document may be found here The apostrophe is replace with a % example: bigtest's is interpreted as: Big%27s-test Appears that if you use characters such as 's or 'n and some other combination this can lead to a core of Connection Mailbox Sync.
Conditions: Unity Connection 8.5.1
Workaround: None Don't include special characters in accounts that you intend to use Single Inbox.

Unity Connection: Unable to login to SA / IMS failure on upgrade, Fixed CSCtu10118

Symptom: On upgrade to Unity Connection 8.6, login to the SA is not possible, with "Database communication error" reported in the GUI. AND/OR The problem can also occur in the CLI with "utils cuc reset password", giving error: Read Credential for unityadmin failed. Update FAILED: code = 1, AUTHORIZATION FAILURE
Conditions: Most likely, a problem in the "switch version" stage of the 8.6 "refresh upgrade" failed. But since this step is not a separate step in the 8.6 upgrade, it is not clear what happened. Note expected behavior on a "refresh upgrade" failure is to NOT come up on the new partition. See the "Workaround" section for steps to investigate and resolve. Also see "Further Problem Description" for more useful details on working around the issue.
Workaround: The following steps will help establish root cause so an action plan can be developed. These steps require root access as several stages. Root access requires a TAC case. (1) First, ensure the problem is not actually a database communication error. For CUC systems that are CO-RES, the IMS configuration file should point to the CUCM db. The file /usr/local/platform/conf/ims/prefs.xml will look like: If the CUC is NOT CO-RES, the file should point to the CUC db. The file /usr/local/platform/conf/ims/prefs.xml will look like: (2) Especially for the CLI reset password issue, check to ensure the admin account has "connect" access to the CUC Informix db. For the SA, check the Tomcat account. This can be checked with: source /opt/cisco/connection/lib/connection.profile dbschema -d UnityDirDb -p all | grep -i "connect" If the admin account is not included in this list, then for the CLI issue, the problem is permissions missing for the admin account. This can happen if for example a DRS restore is done from a system that had a different admin account than on the system on which it is restored. In this type of case, a rebuild and DRS restore with aligned admin accounts is probably the best resolution. (3) If this is right after an 8.6 upgrade, the process to "copy" the database from the prior version partition to the new one may have failed. Prior to 8.6, this would correspond to failure during the switch version process, but that step is not separate in the 8.6+ "refresh upgrades". Investigate the logs as with a switch version. Of particular interest would be the /var/log/install/cuc-import.log In there, during the import section which starts with: 2011-10-25 09:28:29 Database selected. 2011-10-25 09:28:29 2011-10-25 09:28:29 2011-10-25 09:28:29 Lockmode set. 2011-10-25 09:28:29 2011-10-25 09:28:29 2011-10-25 09:28:29 Started transaction. 2011-10-25 09:28:29 2011-10-25 09:28:29 2011-10-25 09:28:29 1 row(s) retrieved. 2011-10-25 09:28:29 2011-10-25 09:28:29 2011-10-25 09:28:29 2011-10-25 09:28:29 Loading tbl_ If any table failed to load with an error, the first step would be to investigate that error through bug search, etc. Defect CSCtr59602 has been a common culprit. Once the problem is identified, switch version back to the prior version, correct the database issue, and then re-attempt the upgrade. (4) Check for the existence tbl_Timezone. A simple SQL query: Select * from tbl_TimeZone will show if the tbl_TimeZone entries are missing - it will be empty. If it is missing, it can be recreated with steps: cd /opt/cisco/connection/lib/config-modules/dbscripts/defaultdata source /opt/cisco/connection/lib/connection.profile python -c "import informixdb,timezones; from connection import sql; conn=sql.connect('unitydirdb'); timezones.run();" NOTE: Again it's most likely a failure in the database upgrade led to this table missing. Use this work-around with caution. There may be more problems with the database. However it may be useful since it does allow logging into the SA - it does ultimately correct the problem with the SA logon.
Further Problem Description It might be useful to perform an upgrade to 8.5 as a "hop" on the upgrade to 8.6. While the problem will still occur on the 8.5 upgrade, the separate switch-version process allows troubleshooting and resolving in a more efficient way simply because that stage is a shorter, subset of the entire process. Making database changes and re-attempting switch versions is a lot faster than re-performing entire upgrade processes. Of course, this is offset by having to do the extra "hop" through 8.5. But it still might overall be more efficient to find and resolve the database issue.

Update SFTP product name to FreeFTPd., Fixed CSCtx67502

Symptom: The Cisco Unity Connection DRS Administration Guide incorrectly names the SFTP product as FreeFTDP.
Conditions: DRS System Requirements as listed here: http://www.cisco.com/en/US/partner/docs/voice_ip_comm/connection/8x/drs_administration/guide/8xcucdrsag.html#wp42532
Workaround: The correct product name is FreeFTPd - this product is not supported due to the 1 GB file size limit.

Selecting 'Nothing' in greeting does not work, Fixed CSCsm53818

Symptom: In Unity Connection version 2.0 it is not possible to disable the system greeting message "record your message after tone. when you finish, hang up or hold for more options". Even selecting "Nothing" on what callers hear in the standard greeting, but still hear the system message. For UC1.1, one is able to disable the system message by selecting Nothing.
Conditions: This works on earlier versions of Unity Connection. The behavior appears in version 2.0.
Workaround: None. The behavior in Unity connection 1.x was unintended. In the next version of UC there will be an option to allow this prompt to be tuurned off.

CUC 8.5 unified messaging doesn't handle 2010 Exchange http 307 response, Fixed CSCtw78512

Symptom: Customer single inbox (unified messaging) messages only work for some users after a 2010 CAS server (no mailboxes on it) is added to the environment to an existing 30 server 2003 Exchange environment that was working fine. The symptom can be categories as following: a) Server autodiscovery response 302 is not handled properly. b) user Autodiscovery server response having HTTP 307 is not handled correctly by Unity Connection. It consider it as success and try to parse it and fetch user url and end up in fetching junk value.
Conditions: Unity Connection 8.5.1 configured for single inbox (unified messaging) with server search function turned on in a 30 Exchange 2003 server environment. A single 2010 CAS server with no mailboxes is added when the issue starts.
Workaround: Remove 2010 CAS server