Troubleshooting the Phone System Integration

Troubleshooting the Phone System Integration

Diagnostic Tools

There are diagnostic tools available to help you troubleshoot phone system integrations. For more information, see the sections below.

Configuring Unity Connection for the Remote Port Status Monitor

You can use the Remote Port Status Monitor for viewing the real-time activity of each voice messaging port on Cisco Unity Connection. This information assists you in troubleshooting conversation flow and other problems.

After installing the Remote Port Status Monitor on your workstation, do the following procedure to configure Unity Connection.


Note

For detailed information on using the Remote Port Status Monitor, see the training and Help information available at http://www.ciscounitytools.com/Applications/CxN/PortStatusMonitorCUC7x/PortStatusMonitorCUC7x.html.

Configuring Unity Connection for the Remote Port Status Monitor

Procedure
Step 1

In Cisco Unity Connection Administration, expand System Settings> Advanced > and select > Conversations. On the Conversation Configuration page, check the Enable Remote Port Status Monitor Output check box.

Step 2

In the IP Addresses Allowed to Connect for Remote Port Status Monitor Output field, enter the IP addresses of your workstations and select Save.

Note 

You can enter up to 70 IP addresses. Each IP address must be separated from the following IP address by a comma.

Using the Check Telephony Configuration Test

You can use the Check Telephony Configuration test to troubleshoot the phone system integration.

For example, use this test if the following conditions exist:

  • Calls to Unity Connection are failing.

  • Ports are failing to register.

Using the Check Telephony Configuration Test

Procedure
Step 1

In Cisco Unity Connection Administration, in the Related Links box in the upper right corner of any Telephony Integrations page, select Check Telephony Configuration and select Go.

If the test is not successful, the Task Execution Results displays one or more messages with troubleshooting steps. After correcting the problems, run the test again.

Step 2

In the Task Execution Results window, select Close.

Troubleshooting Call Control

Use the following troubleshooting information if the phone system integration has problems related to call control. Do the following tasks, as applicable:

Unity Connection Not Answering Any Calls

When the phone system settings in Connection Administration do not match the type of phone system that Unity Connection is connected to, Unity Connection may not answer calls.

Verifying the Phone System Settings in Cisco Unity Connection Administration

If the test is not successful, the Task Execution Results displays one or more messages with troubleshooting steps. After correcting the problems, run the test again.

  1. In the Task Execution Results window, select Close.

SUMMARY STEPS

  1. In Cisco Unity Connection Administration, expand Telephony Integrations.
  2. On the applicable pages, confirm that the settings for the phone system, port groups, and ports match those indicated in the integration guide for your phone system.
  3. Correct any incorrect values in Cisco Unity Connection Administration. If you change any values, select Save before leaving the page.
  4. If prompted to reset a port group, on the applicable Port Group Basics page, select Reset. Otherwise, continue to Step 5.
  5. In the Related Links list, select Check Telephony Configuration and select Go to verify the phone system integration settings.

DETAILED STEPS

Step 1

In Cisco Unity Connection Administration, expand Telephony Integrations.

Step 2

On the applicable pages, confirm that the settings for the phone system, port groups, and ports match those indicated in the integration guide for your phone system.

Step 3

Correct any incorrect values in Cisco Unity Connection Administration. If you change any values, select Save before leaving the page.

Step 4

If prompted to reset a port group, on the applicable Port Group Basics page, select Reset. Otherwise, continue to Step 5.

Step 5

In the Related Links list, select Check Telephony Configuration and select Go to verify the phone system integration settings.

Unity Connection Not Answering Some Calls

When Unity Connection is not answering some calls, use the following task list to determine the cause and to resolve the problem. Do the tasks in the order presented until the problem is resolved.

Following are the tasks to troubleshoot sporadic answers on incoming calls:

  1. Confirm that the routing rules are working correctly. See the “Confirming Routing Rules” section on page 14-3.

  2. Confirm that calls are sent to the correct voice messaging ports and that the ports are enabled. See the “Confirming Voice Messaging Port Settings” section on page 14-4.

Confirming Routing Rules

By default, Unity Connection does not reject any calls. If routing rules have been changed, Unity Connection may have been unintentionally programmed to reject some internal or external calls.

Use traces to troubleshoot issues with routing rules. For detailed instructions on enabling the applicable traces and viewing the trace logs, see the Traces in Cisco Unity Connection Serviceability.

Confirming Voice Messaging Port Settings

If the phone system is programmed to send calls to a voice messaging port on Unity Connection that is not configured to answer calls, Unity Connection does not answer the call.

Confirming that Calls are Sent to the Correct Voice Messaging Ports on Cisco Unity Connection

SUMMARY STEPS

  1. In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port.
  2. On the Search Ports page, note which ports are designated to answer calls.
  3. On the phone system, in the phone system programming, confirm that calls are being sent only to those voice messaging ports that are designated to answer calls. Change the phone system programming if necessary.

DETAILED STEPS

Step 1

In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port.

Step 2

On the Search Ports page, note which ports are designated to answer calls.
Step 3

On the phone system, in the phone system programming, confirm that calls are being sent only to those voice messaging ports that are designated to answer calls. Change the phone system programming if necessary.

Confirming that Voice Messaging Ports are Enabled

SUMMARY STEPS

  1. In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port.
  2. On the Search Ports page, review the Enabled column.
  3. If a voice messaging port is not enabled and should be in use, select the display name of port.
  4. On the Port Basics page for the port, check the Enabled check box to enable the port.
  5. On the Port menu, select Search Ports.
  6. Repeat Step 3 through Step 5 for all remaining ports that should be in use.

DETAILED STEPS

Step 1

In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port.

Step 2

On the Search Ports page, review the Enabled column.
Step 3

If a voice messaging port is not enabled and should be in use, select the display name of port.
Step 4

On the Port Basics page for the port, check the Enabled check box to enable the port.

Step 5

On the Port menu, select Search Ports.

Step 6

Repeat Step 3 through Step 5 for all remaining ports that should be in use.

Troubleshooting an Integration of Unity Connection with Cisco Unified Communications Manager

Viewing or Editing IP Address of Cisco Unified Communications Manager

SUMMARY STEPS

  1. In Cisco Unity Connection Administration, expand Telephony Integrations > and select Port Group.
  2. On the Search Port Groups page, select the display name of the port group for which you want to change Cisco Unified CM server settings.
  3. On the Port Group Basics page, on the Edit menu, select Servers.
  4. On the Edit Servers page, under Cisco Unified Communications Manager Servers, change the applicable settings and select Save.
  5. If no status message appears, skip the remaining steps in this procedure. If a status message appears prompting you to reset the port group, on the Edit menu, select Port Group Basics.
  6. On the Port Group Basics page, under Port Group, select Reset.

DETAILED STEPS

Step 1

In Cisco Unity Connection Administration, expand Telephony Integrations > and select Port Group.

Step 2

On the Search Port Groups page, select the display name of the port group for which you want to change Cisco Unified CM server settings.

Step 3

On the Port Group Basics page, on the Edit menu, select Servers.

Step 4

On the Edit Servers page, under Cisco Unified Communications Manager Servers, change the applicable settings and select Save.

Step 5

If no status message appears, skip the remaining steps in this procedure. If a status message appears prompting you to reset the port group, on the Edit menu, select Port Group Basics.

Step 6

On the Port Group Basics page, under Port Group, select Reset.

Ports Do Not Register or Repeatedly Disconnected in an SCCP Integration

When the Unity Connection voice messaging ports do not register with Cisco Unified CM in an SCCP integration, or if the Unity Connection ports repeatedly disconnect from Cisco Unified CM in an SCCP integration, use the following task list to determine the cause and to resolve the problem. Do the tasks in the order presented until the problem is resolved.

Following are the tasks to troubleshoot port registration problems:

  1. Test the port group. See the “Testing the Port Group” section on page 14-5.

  2. Confirm that another port group on the Unity Connection server does not use the same device name prefix to connect ports to the Cisco Unified CM server. See the “Confirming that Another Port Group Not Using the Same Device Name Prefix” section on page 14-6.

  3. Confirm that another Unity Connection server does not use the same device name prefix to connect its ports to the Cisco Unified CM server. See the “Confirming that Another Unity Connection Server Not Using the Same Device Name Prefix” section on page 14-6.


    Note

    In addition to the tasks mentioned above, make sure that the order of the Cisco Unified CM servers in Unity Connection port group is same as the order of the Cisco Unified CM servers in the Cisco Unified CM Group.

Testing the Port Group

SUMMARY STEPS

  1. In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port Group.
  2. On the Search Port Groups page, select the name of a port group for which the integration method is SCCP (Skinny).
  3. On the Port Group Basics page, in the Related Links list, select Test Port Group and select Go.
  4. When prompted that the test terminate all calls in progress, select OK.
  5. Follow the steps for correcting the problems.
  6. Repeat Step 3 through Step 5 until the Task Execution Results displays no problems.

DETAILED STEPS

Step 1

In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port Group.

Step 2

On the Search Port Groups page, select the name of a port group for which the integration method is SCCP (Skinny).
Step 3

On the Port Group Basics page, in the Related Links list, select Test Port Group and select Go.

Note 

The Test Port and Test Port Group utilities do not test IPv6 connectivity. Even when Unity Connection is configured to use IPv6 for a SCCP integration, the tests confirm that Unity Connection can communicate with the phone system using IPv4 addressing.

Step 4

When prompted that the test terminate all calls in progress, select OK.

The Task Execution Results displays one or more messages with troubleshooting steps.
Step 5

Follow the steps for correcting the problems.

If Cisco Unified CM is configured to block pings or if pings are disabled for the system, portions of the test fails. You must configure Cisco Unified CM and the system to enable pings so that the test can accurately test the port registration.

Step 6

Repeat Step 3 through Step 5 until the Task Execution Results displays no problems.

Confirming that Another Port Group Not Using the Same Device Name Prefix

SUMMARY STEPS

  1. In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port Group. On the Search Port Groups page, select the name of a port group for which the integration method is SCCP (Skinny).
  2. On the Port Group Basics page, note the value of the Device Name Prefix field.
  3. Select Next to view the next port group for which the integration method is SCCP (Skinny).
  4. If the value of the Device Name Prefix field is different from the value that you noted in Step 2, skip to Step 7. If the value of the Device Name Prefix field matches the value for another port group, enter the device name prefix for ports on the Cisco Unified CM server that have a different device name prefix.
  5. Select Save.
  6. Select Reset.
  7. Repeat Step 3 through Step 6 for all remaining port groups for which the integration method is SCCP (Skinny).

DETAILED STEPS

Step 1

In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port Group. On the Search Port Groups page, select the name of a port group for which the integration method is SCCP (Skinny).

Step 2

On the Port Group Basics page, note the value of the Device Name Prefix field.

This value of the Device Name Prefix field must be unique for each port group. Otherwise, more than one port may attempt to connect to an SCCP device, causing the ports to repeatedly disconnect from Cisco Unified CM and to disconnect calls that the ports are handling.

Step 3

Select Next to view the next port group for which the integration method is SCCP (Skinny).

Step 4

If the value of the Device Name Prefix field is different from the value that you noted in Step 2, skip to Step 7. If the value of the Device Name Prefix field matches the value for another port group, enter the device name prefix for ports on the Cisco Unified CM server that have a different device name prefix.

Step 5

Select Save.

Step 6

Select Reset.

Step 7

Repeat Step 3 through Step 6 for all remaining port groups for which the integration method is SCCP (Skinny).

Confirming that Another Unity Connection Server Not Using the Same Device Name Prefix

SUMMARY STEPS

  1. In Cisco Unity Connection Administration on the first Unity Connection server, expand Telephony Integrations, then select Port Group. On the Search Port Groups page, select the name of a port group for which the integration method is SCCP (Skinny).
  2. On the Port Group Basics page, note the value of the Device Name Prefix field.
  3. In Cisco Unity Connection Administration on the second Unity Connection server, expand Telephony Integrations, then select Port Group. On the Search Port Groups page, select the name of a port group for which the integration method is SCCP (Skinny).
  4. On the Port Group Basics page, note the value of the Device Name Prefix field.
  5. If the value of the Device Name Prefix field is different from the value you noted on the first Unity Connection server in Step 2, skip to Step 8. If the value of the Device Name Prefix field matches the value for another port group, enter the device name prefix for ports on the Cisco Unified CM server that have a different device name prefix.
  6. Select Save.
  7. Select Reset.
  8. Select Next.
  9. Repeat Step 5 through Step 8 for all remaining port groups for which the integration method is SCCP (Skinny).

DETAILED STEPS

Step 1

In Cisco Unity Connection Administration on the first Unity Connection server, expand Telephony Integrations, then select Port Group. On the Search Port Groups page, select the name of a port group for which the integration method is SCCP (Skinny).

Step 2

On the Port Group Basics page, note the value of the Device Name Prefix field.
Step 3

In Cisco Unity Connection Administration on the second Unity Connection server, expand Telephony Integrations, then select Port Group. On the Search Port Groups page, select the name of a port group for which the integration method is SCCP (Skinny).

Step 4

On the Port Group Basics page, note the value of the Device Name Prefix field.

The value of the Device Name Prefix field must be unique for each port group. Otherwise, more than one port may attempt to connect to an SCCP device, causing the ports to repeatedly disconnect from Cisco Unified CM and to disconnect calls that the ports are handling.

Step 5

If the value of the Device Name Prefix field is different from the value you noted on the first Unity Connection server in Step 2, skip to Step 8. If the value of the Device Name Prefix field matches the value for another port group, enter the device name prefix for ports on the Cisco Unified CM server that have a different device name prefix.

Step 6

Select Save.

Step 7

Select Reset.

Step 8

Select Next.

Step 9

Repeat Step 5 through Step 8 for all remaining port groups for which the integration method is SCCP (Skinny).

Ports Do Not Register in an IPv6 Configuration

When the Cisco Unity Connection voice messaging ports do not register with Cisco Unified CM in an integration that is configured to use IPv6 addressing, and the CsMgr logs errors in the application syslog during startup, use the following task list to determine the cause and to resolve the problem. Do the tasks in the order presented until the problem is resolved.

Task List for Troubleshooting Port Registration Problems in an IPv6 Configuration

  1. Confirm that IPv6 is enabled.

  2. Confirm that Unity Connection is configured to use the appropriate addressing mode and preferences. See the “Confirming the IPv6 Addressing Mode and Preferences Settings” section on page 14-8

  3. If you have configured an IPv6 host name for the Unity Connection and/or Cisco Unified CM servers rather than configuring by IPv6 address, confirm that the DNS server can resolve the host name properly. To check using the CLI, enter utils network ipv6 ping <IPv6 host name>.

  4. If you have configured the port group(s) in Unity Connection with an IPv6 host name for the Cisco Unified CM server(s) rather than with an IPv6 address, confirm that the DNS server can resolve the Cisco Unified CM host name correctly. Likewise, if you have configured Cisco Unified CM to contact the Unity Connection server by IPv6 host name (for example, on a SIP trunk, for the Destination Address IPv6 field), confirm that the DNS server can resolve the Unity Connection host name correctly.

  5. Confirm that the Cisco Unified CM server is configured correctly for IPv6, and has the correct settings for signalling and media preferences. See the “Internet Protocol Version 6 (IPv6)” chapter of the applicable Cisco Unified Communications Manager Features and Services Guide for your release of Cisco Unified CM, available at http://www.cisco.com/en/US/products/sw/voicesw/ps556/prod_maintenance_guides_list.html.

Confirming that IPv6 is Enabled Using Cisco Unified Operating System Administration

SUMMARY STEPS

  1. In Cisco Unified Operating System Administration, Settings > IP and select Ethernet IPv6.
  2. On the Ethernet IPv6 Configuration page, review the Enable IPv6 check box, and check it if it is not already checked.
  3. If you checked the Enable IPv6 check box in Step 2, configure the Address Source for the Unity Connection server. To apply the change, check Update with Reboot, and select Save. The Unity Connection server reboots in order for the change to take effect.

DETAILED STEPS

Step 1

In Cisco Unified Operating System Administration, Settings > IP and select Ethernet IPv6.

Step 2

On the Ethernet IPv6 Configuration page, review the Enable IPv6 check box, and check it if it is not already checked.

Step 3

If you checked the Enable IPv6 check box in Step 2, configure the Address Source for the Unity Connection server. To apply the change, check Update with Reboot, and select Save. The Unity Connection server reboots in order for the change to take effect.

Confirming the IPv6 Addressing Mode and Preferences Settings

SUMMARY STEPS

  1. In Cisco Unity Connection Administration, expand System Settings, then select General Configuration.
  2. On the Edit General Configuration page, review the option selected for IP Addressing Mode, which controls where Unity Connection listens for incoming traffic:
  3. If you change any values on the page, select Save to save the changes. When you change the IP Addressing Mode, you must stop and restart the Conversation Manager service on the Tools > Service Management page in Cisco Unity Connection Serviceability in order for the change to take effect.
  4. If the IP addressing mode was configured for IPv4 and IPv6 in Step 2, do the following substeps to review the call control signalling and/or media addressing mode settings for the Cisco Unified Communications Manager integration:

DETAILED STEPS

Step 1

In Cisco Unity Connection Administration, expand System Settings, then select General Configuration.

Step 2

On the Edit General Configuration page, review the option selected for IP Addressing Mode, which controls where Unity Connection listens for incoming traffic:

  • IPv4

  • IPv6

  • IPv4 and IPv6
Step 3

If you change any values on the page, select Save to save the changes. When you change the IP Addressing Mode, you must stop and restart the Conversation Manager service on the Tools > Service Management page in Cisco Unity Connection Serviceability in order for the change to take effect.

Step 4

If the IP addressing mode was configured for IPv4 and IPv6 in Step 2, do the following substeps to review the call control signalling and/or media addressing mode settings for the Cisco Unified Communications Manager integration:

  1. Expand Telephony Integrations, then select Port Group.

  2. On the Search Port Groups page, select the display name of the port group that you want to verify.

  3. On the Port Group Basics page, on the Edit menu, select Servers.

  4. In the IPv6 Addressing Mode section, verify the option selected for the applicable setting(s):

  • Preference for Signaling—(Applicable to both SCCP integrations and SIP integrations) This setting determines the call control signaling preference when registering with Cisco Unified CM via SCCP or when initiating SIP requests.

  • Preference for Media—(Applicable only to SIP integrations) This setting determines the preferred addressing mode for media events when communicating with dual-stack (IPv4 and IPv6) devices.

    1. If you made any changes to the page, select Save.

Determining the Correct Port Group Template

When adding a phone system integration for Cisco Unified CM, there are two valid options for the Port Group Template field: SCCP or SIP. The SIP port group template is valid only for integrations with Cisco Unified CM 5.0(1) and later.

To integrate Unity Connection with a phone system through PIMG or TIMG units, in the Port Group Template field, you must select SIP to DMG/PIMG/TIMG.

Problems Faced When Unity Connection is Configured for Cisco Unified Communications Manager Authentication or Encryption

If problems occur when Unity Connection is configured for Cisco Unified Communications Manager authentication and encryption for the voice messaging ports, use the following task list to determine the cause and to resolve the problem. Do the tasks in the order presented until the problem is resolved.


Note

For information on integrating Unity Connection with Cisco Unified CM, see the applicable Cisco Unified CM integration guide at http://www.cisco.com/en/US/products/ps6509/products_installation_and_configuration_guides_list.html.

Follow the tasks to troubleshoot problems when Cisco Unified CM authentication or encryption is configured:

  1. Confirm that the Cisco Unified CM CTL client is configured for mixed mode. See the “Confirming that Cisco Unified Communications Manager CTL Client is Configured for Mixed Mode” .

  2. Test the port group configuration. See the “Testing the Port Group Configuration” .

  3. For SCCP integrations, confirm that the security mode setting for the ports in Unity Connection matches the security mode setting for the ports in Cisco Unified CM. See the “Matching the Security Mode Setting for Ports in Unity Connection and Cisco Unified Communications Manager (SCCP Integrations Only)” .

  4. For a SIP trunk integration, confirm that the security mode setting for the Unity Connection port group matches the security mode setting for the Cisco Unified CM SIP trunk security profile. See the Matching the Security Mode Setting for Unity Connection Port Group and Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only) section.

  5. For SIP trunk integrations, confirm that the Subject Name field of the Unity Connection SIP certificate matches the X.509 Subject Name field of the Cisco Unified CM SIP trunk security profile. See the Matching the Subject Name Fields of Unity Connection SIP Certificate and Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only) section.

  6. For SIP trunk integrations, confirm that Unity Connection and the SIP trunk use the same port. See the Matching the Port Used by Unity Connection SIP Security Profile and Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only) section.

  7. Copy the Unity Connection root certificate to the Cisco Unified CM servers. See the “Copying the Unity Connection Root Certificate to Cisco Unified Communications Manager”.

Confirming that Cisco Unified Communications Manager CTL Client is Configured for Mixed Mode

SUMMARY STEPS

  1. In Cisco Unified Communications Manager Administration, on the System menu, select Enterprise Parameters.
  2. On the Enterprise Parameters Configuration page, under Security Parameters, locate the Cluster Security Mode field.
  3. Confirm that the setting is 1, which means that the CTL client is configured for mixed mode.

DETAILED STEPS

Step 1

In Cisco Unified Communications Manager Administration, on the System menu, select Enterprise Parameters.

Step 2

On the Enterprise Parameters Configuration page, under Security Parameters, locate the Cluster Security Mode field.

Step 3

Confirm that the setting is 1, which means that the CTL client is configured for mixed mode.

Testing the Port Group Configuration

SUMMARY STEPS

  1. In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port Group.
  2. On the Search Port Groups page, select the name of a port group.
  3. On the Port Group Basics page, in the Related Links list, select Test Port Group and select Go.
  4. When prompted that the test terminates all calls in progress, select OK.
  5. Follow the steps for correcting the problems.
  6. Repeat Step 3 through Step 5 until the Task Execution Results displays no problems.

DETAILED STEPS

Step 1

In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port Group.

Step 2

On the Search Port Groups page, select the name of a port group.
Step 3

On the Port Group Basics page, in the Related Links list, select Test Port Group and select Go.

Note 

The Test Port and Test Port Group utilities do not test IPv6 connectivity. Even when Unity Connection is configured to use IPv6 for a SCCP integration, the tests confirm that Unity Connection can communicate with the phone system using IPv4 addressing.

Step 4

When prompted that the test terminates all calls in progress, select OK.

The Task Execution Results displays one or more messages with troubleshooting steps.
Step 5

Follow the steps for correcting the problems.

If Cisco Unified CM is configured to block pings or if pings are disabled for the system, portions of the test fails. You must configure Cisco Unified CM and the system to enable pings so that the test can accurately test the port registration.

Step 6

Repeat Step 3 through Step 5 until the Task Execution Results displays no problems.

Matching the Security Mode Setting for Ports in Unity Connection and Cisco Unified Communications Manager (SCCP Integrations Only)

SUMMARY STEPS

  1. In Cisco Unified Communications Manager Administration, on the Voice Mail menu, select Cisco Voice Mail Port. On the Find and List Voice Mail Ports page, select Find.
  2. In the Device Security Mode column, note the security mode setting for the ports.
  3. In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port.
  4. On the Search Ports page, select the name of the first port.
  5. On the Port Basics page, in the Security Mode field, select the setting that you noted in Step 2 and select Save.
  6. Select Next.
  7. Repeat Step 5 and Step 6 for all remaining ports.

DETAILED STEPS

Step 1

In Cisco Unified Communications Manager Administration, on the Voice Mail menu, select Cisco Voice Mail Port. On the Find and List Voice Mail Ports page, select Find.

Step 2

In the Device Security Mode column, note the security mode setting for the ports.
Step 3

In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port.

Step 4

On the Search Ports page, select the name of the first port.
Step 5

On the Port Basics page, in the Security Mode field, select the setting that you noted in Step 2 and select Save.

Step 6

Select Next.

Step 7

Repeat Step 5 and Step 6 for all remaining ports.

Matching the Security Mode Setting for Unity Connection Port Group and Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only)

Procedure

Step 1

In Cisco Unified Communications Manager Administration, on the System menu, select SIP Profile > SIP Trunk Security Profile.

Step 2

On the Find and List SIP Trunk Security Profiles page, select Find.

Step 3

Select the name of the SIP trunk security profile.

Step 4

On the SIP Trunk Security Profile Configuration page, note the setting of the Device Security Mode field.

Step 5

In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port Group.

Step 6

On the Search Port Groups, select the name of the applicable port group.

Step 7

On the Port Group Basics page, in the Security Mode field, select the setting that you noted in Step 4 and select Save.

Matching the Subject Name Fields of Unity Connection SIP Certificate and Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only)

Procedure

Step 1

In Cisco Unified Communications Manager Administration, on the System menu, select SIP Profile > SIP Trunk Security Profile.

Step 2

On the Find and List SIP Trunk Security Profiles page, select Find.

Step 3

Select the name of the SIP trunk security profile.

Step 4

On the SIP Trunk Security Profile Configuration page, note the setting of the X.509 Subject Name field.

Step 5

In Cisco Unity Connection Administration, expand Telephony Integrations > Security, then select SIP Certificates.

Step 6

On the Search SIP Certificates page, select the name of the SIP certificate.

Step 7

On the Edit SIP Certificate page, in the Subject Name field, enter the setting that you noted in Step 4 and select Save.

Matching the Port Used by Unity Connection SIP Security Profile and Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only)

Procedure

Step 1

In Cisco Unified Communications Manager Administration, on the System menu, select SIP Profile > SIP Trunk Security Profile.

Step 2

On the Find and List SIP Trunk Security Profiles page, select Find.

Step 3

Select the name of the SIP trunk security profile.

Step 4

On the SIP Trunk Security Profile Configuration page, note the setting of the Incoming Port field.

Step 5

In Cisco Unity Connection Administration, expand Telephony Integrations > Security, then select SIP Security Profile.

Step 6

On the Search SIP Security Profiles page, select the name of the SIP security profile with "TLS."

Step 7

On the Edit SIP Security Profile page, in the Port field, enter the setting that you noted in Step 4 and select Save.

Copying the Unity Connection Root Certificate to Cisco Unified Communications Manager

Copying the Root Certificate for Cisco Unified Communications Manager 4.x

Procedure

SUMMARY STEPS

  1. In Cisco Unity Connection Administration, expand Telephony Integrations, then select Security  > Root Certificate.
  2. On the View Root Certificate page, right-click the Right-Click to Save the Certificate as a File link, and select Save Target As.
  3. In the Save As dialog box, browse to the location on the Unity Connection server where you want to save the Unity Connection root certificate as a file.
  4. In the Filename field, confirm that the extension is .0 (rather than .htm), and select Save.
  5. In the Download Complete dialog box, select Close.
  6. Copy the Unity Connection root certificate file to the C:\Program Files\Cisco\Certificates folder on all Cisco Unified CM servers in this Cisco Unified CM phone system integration.
  7. In Cisco Unity Connection Administration, in the Related Links list, select Check Telephony Configuration and select Go to verify the Unity Connection to the Cisco Unified CM servers.

DETAILED STEPS

Step 1

In Cisco Unity Connection Administration, expand Telephony Integrations, then select Security  > Root Certificate.

Step 2

On the View Root Certificate page, right-click the Right-Click to Save the Certificate as a File link, and select Save Target As.

Step 3

In the Save As dialog box, browse to the location on the Unity Connection server where you want to save the Unity Connection root certificate as a file.

Step 4

In the Filename field, confirm that the extension is .0 (rather than .htm), and select Save.

The certificate must be saved as a file with the extension .0 (rather than .htm) or Cisco Unified CM does not recognize the certificate.

Step 5

In the Download Complete dialog box, select Close.

Step 6

Copy the Unity Connection root certificate file to the C:\Program Files\Cisco\Certificates folder on all Cisco Unified CM servers in this Cisco Unified CM phone system integration.

Step 7

In Cisco Unity Connection Administration, in the Related Links list, select Check Telephony Configuration and select Go to verify the Unity Connection to the Cisco Unified CM servers.

Copying the Root Certificate for Cisco Unified Communications Manager 5.x

SUMMARY STEPS

  1. In Cisco Unity Connection Administration, expand Telephony Integrations, then select Security  > Root Certificate.
  2. On the View Root Certificate page, right-click the Right-Click to Save the Certificate as a File link, and select Save Target As.
  3. In the Save As dialog box, browse to the location on the Unity Connection server where you want to save the Unity Connection root certificate as a file.
  4. In the Filename field, confirm that the extension is .pem (rather than .htm), and select Save.
  5. In the Download Complete dialog box, select Close.
  6. Copy the Unity Connection root certificate to all Cisco Unified CM servers in this Cisco Unified CM phone system integration by doing the following substeps.
  7. If prompted, restart the Unity Connection software.

DETAILED STEPS

Step 1

In Cisco Unity Connection Administration, expand Telephony Integrations, then select Security  > Root Certificate.

Step 2

On the View Root Certificate page, right-click the Right-Click to Save the Certificate as a File link, and select Save Target As.

Step 3

In the Save As dialog box, browse to the location on the Unity Connection server where you want to save the Unity Connection root certificate as a file.

Step 4

In the Filename field, confirm that the extension is .pem (rather than .htm), and select Save.

The certificate must be saved as a file with the extension .pem (rather than .htm) or Cisco Unified CM does not recognize the certificate.

When Unity Connection is integrated with both Cisco Unified CM 4.x and Cisco Unified CM 5.x servers, you must copy the .pem file to the Cisco Unified CM 5.x server and the .0 file to the Cisco Unified CM 4.x server. Otherwise, authentication and encryption do not function correctly.

Step 5

In the Download Complete dialog box, select Close.

Step 6

Copy the Unity Connection root certificate to all Cisco Unified CM servers in this Cisco Unified CM phone system integration by doing the following substeps.

The Unity Connection system clock must be synchronized with the Cisco Unified CM system clock for Cisco Unified CM authentication to function immediately. Otherwise, Cisco Unified CM does not let the Unity Connection voice messaging ports register until the Cisco Unified CM system clock has passed the time stamp in the Unity Connection device certificates.

  1. On the Cisco Unified CM server, in Cisco Unified Operating System Administration, on the Security menu, select Certificate Management > Upload Certificate/CTL.

  2. On the Cisco IPT Platform Administration page, select Upload Trust Certificate and CallManager – Trust, then select OK.

  3. Browse to the Unity Connection root certificate that you saved in Step 4.

  4. Follow the on-screen instructions.

  5. Repeat Step 6a. through Step 6d. on all remaining Cisco Unified CM servers in the cluster.

  6. In Cisco Unity Connection Administration, in the Related Links list, select Check Telephony Configuration and select Go to verify the Unity Connection to the Cisco Unified CM servers.

    If the test is not successful, the Task Results list displays one or more messages with troubleshooting steps. After correcting the problems, run the test again.

  7. In the Task Results window, select Close.

Step 7

If prompted, restart the Unity Connection software.

Copying the Root Certificate for Cisco Unified Communications Manager 6.x, 7.x, and Later

SUMMARY STEPS

  1. In Cisco Unity Connection Administration, expand Telephony Integrations, then select Security  > Root Certificate.
  2. On the View Root Certificate page, right-click the Right-Click to Save the Certificate as a File link, and select Save Target As.
  3. In the Save As dialog box, browse to the location on the Unity Connection server where you want to save the Unity Connection root certificate as a file.
  4. In the Filename field, confirm that the extension is .pem (rather than .htm), and select Save.
  5. In the Download Complete dialog box, select Close.
  6. Copy the Unity Connection root certificate to all Cisco Unified CM servers in this Cisco Unified CM phone system integration by doing the following substeps.

DETAILED STEPS

Step 1

In Cisco Unity Connection Administration, expand Telephony Integrations, then select Security  > Root Certificate.

Step 2

On the View Root Certificate page, right-click the Right-Click to Save the Certificate as a File link, and select Save Target As.

Step 3

In the Save As dialog box, browse to the location on the Unity Connection server where you want to save the Unity Connection root certificate as a file.

Step 4

In the Filename field, confirm that the extension is .pem (rather than .htm), and select Save.

The certificate must be saved as a file with the extension .pem (rather than .htm) or Cisco Unified CM does not recognize the certificate.

When Unity Connection is integrated with both Cisco Unified CM 4.x and Cisco Unified CM 5.x and later servers, you must copy the .pem file to the Cisco Unified CM 5.x and later server and the .0 file to the Cisco Unified CM 4.x server. Otherwise, authentication and encryption do not function correctly.

Step 5

In the Download Complete dialog box, select Close.

Step 6

Copy the Unity Connection root certificate to all Cisco Unified CM servers in this Cisco Unified CM phone system integration by doing the following substeps.

The Unity Connection system clock must be synchronized with the Cisco Unified CM system clock for Cisco Unified CM authentication to function immediately. Otherwise, Cisco Unified CM does not let the Unity Connection voice messaging ports register until the Cisco Unified CM system clock has passed the time stamp in the Unity Connection device certificates.

  1. On the Cisco Unified CM server, sign in to Cisco Unified Operating System Administration.

  2. In Cisco Unified Operating System Administration, on the Security menu, select Certificate Management.

  3. On the Certificate List page, select Upload Certificate.

  4. On the Upload Certificate page, in the Certificate Name field, select CallManager-Trust.

  5. In the Root Certificate field, enter Cisco Unity Connection Root Certificate.

  6. To the right of the Upload File field, select Browse.

  7. In the Choose File dialog box, browse to the Unity Connection root certificate that you saved in Step 4.

  8. Select Open.

  9. On the Upload Certificate page, select Upload File.

  10. Select Close.

  11. Restart the Cisco Unified CM server.

  12. Repeat Step 6a. through Step 6k. on all remaining Cisco Unified CM servers in the cluster.

  13. In Cisco Unity Connection Administration, in the Related Links list, select Check Telephony Configuration and select Go to verify the Unity Connection to the Cisco Unified CM servers.

    If the test is not successful, the Task Results list displays one or more messages with troubleshooting steps. After correcting the problems, run the test again.

  14. In the Task Results window, select Close.

Troubleshooting PIN Synchronization between Unity Connection and Cisco Unified CM

This chapter explains various problems that may occur while using PIN Synchronization feature along with the resolution.

Unable to Update PIN through Cisco Unity Connection Administration or Cisco PCA

While updating the voicemail PIN through Cisco Unity Connection Administration and Cisco Personal Communications Assistant (CPCA) with PIN Synchronization feature enabled, you may receive any of the following error messages:

  • "Failed to update PIN on CUCM. Reason: Trivial credential"
  • "Failed to update PIN on CUCM: Invalid credential length"
  • "Failed to update PIN on CUCM. Reason: Duplicate credential found in history"

If you receive the above error messages, make sure that you entered a valid PIN as per the Credential Policy Configuration on Cisco Unified CM.

  • "Bad response from CUCM. Reason: Requested resource is not available"

    If you receive the "Bad response from CUCM. Reason: Requested resource is not available " error message, verify that:

    • The username and password of primary AXL server entered on the Edit AXL Servers page are correct.

    • The AXL server is up and running.

      To verify this, in Cisco Unity Connection Administration, navigate to Telephony Integration > Phone System and select the Phone System associated with the user. On the Phone System Basics page, navigate to Edit > Cisco Unified Communication Manager AXL Servers. On the Edit AXL Server page, select Test under section AXL Servers.

    • Proper tomcat certificates are uploaded for the AXL server.

      To verify this, on the Edit AXL Server page, select Test under section AXL Servers. To ignore the certificate validation errors, check the Ignore Certificate Errors check box on the Edit AXL Servers page.

  • "Failed to update PIN on CUCM. Reason: Error getting the pin"

    If you receive the "Failed to update PIN on CUCM. Reason: Error getting the pin" error message, make sure that the publisher server of Cisco Unified CM is up and running.

Unable to Update PIN through Telephone User Interface (TUI)

With PIN Synchronization feature enabled, if a user hears the "Your PIN has not been changed, for help press 0 or contact to your system administrator" error prompt while updating the phone PIN through TUI, you must verify the following:

  • The username and password of primary AXL server entered on the Edit AXL Servers page are correct.

  • The AXL server is up and running. To verify this, select Test on the Edit AXL Server page.

  • Either Unity Connection has successfully validated the certificates for AXL server or Ignore Certificate Errors check box is checked on the Edit AXL Servers page.

  • Authentication Rules on Cisco Unity Connection Administration are same as the Credential Policy Configuration on Cisco Unified CM and.

  • A user has entered the valid PIN as per the credential policies.
  • The publisher server of Cisco Unified CM is up and running.

Using Traces for PIN Synchronization

You can use Unity Connection traces to troubleshoot PIN Synchronization problems. You need to enable the following micro traces to troubleshoot the problems:

Error Scenario

Traces to set

PIN synchronization is failed on Cisco Unity Connection Administration

Cuca (all levels)

PIN synchronization is failed on Cisco PCA

CiscoPCA (level 00,01,02,13)

PIN synchronization is failed through Telephone User Interface

CDL (level 10 and 11) and ConvSub (level 01,03,04,05)

PIN synchronization is failed through API

VMREST (all levels)

PIN synchronization is failed through Bulk Administration Tool

Bulk Administration Tool (all levels)

AXL server issues

AxlAccess (level 00,01)

Certificate validation issues

Cuca (all levels)

For detail instructions on enabling and collecting diagnostic traces, see the Using Diagnostic Traces for Troubleshooting section.