Table Of Contents
Messages
About Problems with Messages
Messages Appear to Be Delayed
Cisco Unity Primary Exchange Server Is Down or Is Disconnected
A Subscriber Misunderstands the Use of the # Key
System Clock Time Is Incorrect
Exchange Settings Were Updated
AMIS Messages Are Unable to Be Delivered Promptly
Some Messages Seem to Disappear
Network or Home Exchange Server Is Down
A Mailbox Is Full
Undeliverable Messages Have Not Been Forwarded to Recipients
Troubleshooting Problems with Outbound AMIS Messages
Messages Are Not Delivered to the UAmis Mailbox
Messages Are Stuck in the UAmis Mailbox
Messages Leave the UAmis Mailbox But Are Not Delivered
Troubleshooting Problems with Inbound AMIS Messages
AMIS Troubleshooting Procedures
"C" and "D" DTMF Hang-Up Tones Cause AMIS Calls To Fail
AMIS Micro Traces
Basic Incoming and Outgoing AMIS Message Traces
General Incoming AMIS Message Traces
Extensive Incoming AMIS Message Traces
General Outgoing AMIS Message Traces
Extensive Outgoing AMIS Message Traces
Cisco Unity Stops Recording Before a Caller Has Finished Leaving a Message
Dialogic Quiet Parameter Is Incorrect
Cisco Unity, the Phone System, or the Central Office Disconnected the Call
Dial Tone or Reorder Tone Is Present at the End of a Message
Messages
About Problems with Messages
Message problems fall into four categories:
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Begin your troubleshooting by gathering information about the message problem. By discussing the problem with the subscriber, sometimes you can determine whether a problem is due to a misunderstanding of how Cisco Unity works. If you encounter a message problem that is not described in this section, contact the Cisco Technical Assistance Center (TAC).
Messages Appear to Be Delayed
There are several possible reasons that messages may appear to be delayed. In this section, possible causes for message delays are listed in order, from most likely to least likely to occur:
•
Cisco Unity Primary Exchange Server Is Down or Is Disconnected
•A Subscriber Misunderstands the Use of the # Key
•System Clock Time Is Incorrect
•Exchange Settings Were Updated
•AMIS Messages Are Unable to Be Delivered Promptly
To confirm the arrival times of messages, generate a subscriber message activity report for the subscriber. For more information, refer to the "Subscriber Message Activity Report" section in the "Reports" chapter of the Cisco Unity System Administration Guide, available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity31/sag/index.htm.
Cisco Unity Primary Exchange Server Is Down or Is Disconnected
Messages recorded while the primary Exchange server is down or disconnected are stored until the server is brought back up. The delay experienced between the time a message is recorded and its delivery is entirely dependent on the amount of time that the primary Exchange server was down or disconnected.
A Subscriber Misunderstands the Use of the # Key
When a subscriber presses the # key while listening to a message, Cisco Unity saves the message as a new message and skips to the next message. Later, the subscriber checks messages again, hears the same message, and believes the message arrived after a delay.
Explain to the subscriber that pressing the # key while a message plays saves it as a new message.
System Clock Time Is Incorrect
When the system clock is slow or when a desk clock is fast, the subscriber may believe messages were delayed.
Confirm that the system clock on the Cisco Unity server is reporting the correct time.
Exchange Settings Were Updated
When settings are changed for a subscriber in Exchange, the new values may not be reflected immediately in Cisco Unity.
Explain to the subscriber that the settings may take a few minutes to synchronize, causing a delay in receipt of messages.
AMIS Messages Are Unable to Be Delivered Promptly
There are a number of reasons why AMIS messages may not be delivered promptly (or why they may be perceived as not being delivered promptly):
•Outbound AMIS messages can be restricted to use only certain voice messaging ports. If the ports designated to handle AMIS messages are busy with other calls, outbound AMIS messages can be delayed. The AMIS Out Traffic report shows AMIS outbound traffic and total transmission time used. If the total transmission time approaches the limit of the ports dedicated to AMIS deliveries, review the AMIS schedule and port assignments to determine if additional resources (time and/or ports) should be dedicated to AMIS message traffic.
•AMIS delivery of non-urgent messages can be restricted to occur only at scheduled delivery times. This may cause the recipient to believe message delivery was delayed.
•Some AMIS messages may be undeliverable. An undeliverable message is returned to the sender with a non-delivery receipt (NDR) status; the sender or the administrator can make corrections and resend the message. This may also appear to the recipient as a delayed delivery.
For more information, see the "Troubleshooting Problems with Outbound AMIS Messages" section.
Some Messages Seem to Disappear
In some situations, messages may not be delivered to the intended recipients. In this section, possible causes for this problem are listed in order, from most likely to least likely to occur:
•Network or Home Exchange Server Is Down
•A Mailbox Is Full
•Undeliverable Messages Have Not Been Forwarded to Recipients
Network or Home Exchange Server Is Down
This applies only if there are multiple Exchange servers. Increasing the Max Open Retries value and decreasing the Open Interval value will increase the number of tries and decrease the wait time Exchange uses when it tries to deliver a message after the network or server comes back up.
Change these message transfer agent (MTA) site configuration values, if needed, in the Exchange Administrator.
A Mailbox Is Full
When an Exchange mailbox has exceeded the Prohibit Send and Receive limit set in the Exchange Administrator, no new messages can be sent or received. When a recipient mailbox is full, an undeliverable message is returned to the sender.
Encourage the subscriber to dispose of messages promptly so that the Exchange mailbox does not fill up.
Undeliverable Messages Have Not Been Forwarded to Recipients
Messages returned to the Cisco Unity Messaging System mailbox are forwarded automatically to subscribers whose names appear on the Unaddressed Messages public distribution list. The messages then must be forwarded to the intended recipients.
Explain to subscribers on the Unaddressed Messages public distribution list the importance of regularly checking for and forwarding undeliverable messages.
Troubleshooting Problems with Outbound AMIS Messages
•Confirm that the other voice messaging system is supported by Cisco Unity for AMIS messaging. Refer to the "AMIS Support" section of the Cisco Unity 3.1 System Requirements, and Supported Hardware and Software, available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/sysreq/31_sysrq.htm.
•Check the Windows Application Event log. See the "AMIS Error Messages" section on page 8-12 for more information about each of the errors and a brief description of the action to take to resolve the problem.
•Determine if the Voice Connector delivered the messages to the UAmis mailbox, by using one of the following methods:
–See the procedure, To confirm that messages are being delivered to the UAmis mailbox.
–Use Exchange Message Tracking. Refer to your Microsoft Exchange documentation for more information.
If you determine that the messages are not being delivered to the UAmis mailbox, see the "Messages Are Not Delivered to the UAmis Mailbox" section for information on how to troubleshoot this problem.
•If messages are being delivered to the UAmis mailbox, but are not being sent on from there, see the "Messages Are Stuck in the UAmis Mailbox" section for information on how to troubleshoot this problem.
•If messages are leaving the UAmis mailbox, but are not delivered to users on the other voice messaging system, see the "Messages Leave the UAmis Mailbox But Are Not Delivered" section for information on how to troubleshoot this problem.
Detailed procedures for troubleshooting the above AMIS problems, and information about AMIS micro traces, can be found in the following sections:
•AMIS Troubleshooting Procedures
•AMIS Micro Traces
Messages Are Not Delivered to the UAmis Mailbox
When subscribers address messages to an AMIS recipient, the Voice Connector is responsible for delivering the messages to the UAmis mailbox. If messages are not showing up in the UAmis mailbox, then more than likely there is a problem with the Voice Connector. When there is a problem with the Voice Connector, no AMIS-related errors are logged to the Windows Application Event log.
If you are not sure whether messages are being delivered to the UAmis mailbox, do the procedure, To confirm that messages are being delivered to the UAmis mailbox.
To troubleshoot problems with the Voice Connector
•Confirm that the Exchange server on which the Voice Connector is installed has not gone down.
•Confirm that the Voice Connector service is running. If the service is not running, then start it. The messages will be delivered from the Voice Connector MTS-OUT queue to the UAmis mailbox.
For detailed instructions, see the following procedures: To confirm that the Voice Connector service is running; To view the Voice Connector MTS-OUT queue in Exchange 2000; and, To view the Voice Connector MTS out queue in Exchange 5.5.
•Enable the Voice Connector log file and send a test message. You may need to contact Cisco TAC to interpret the data in the Voice Connector log file.
For detailed instructions, see the procedure, To enable the Voice Connector log file.
•Set the Unity Diagnostic Tool micro traces that are listed in the "General Outgoing AMIS Message Traces" section. For information on using the Unity Diagnostic tool, see "To set and retrieve traces for AMIS messages" section.
Messages Are Stuck in the UAmis Mailbox
After the Voice Connector has delivered a message to the UAmis mailbox, the AMIS schedule and the AMIS restriction table will determine when the message will be sent. When an AMIS delivery number is allowed by the restriction table, messages to this number are sent immediately from the UAmis mailbox—the schedule settings do not matter. When the delivery number is disallowed by the restriction table, messages to this number are queued in the UAmis mailbox until the active hours of the AMIS schedule.
An error is logged in the Windows Application Event log when messages remain in the UAmis mailbox for more than 24 hours. Only one error is logged in the Event log, no matter how many messages remain in the UAmis mailbox. An additional error is logged daily until the messages are either sent or deleted from the UAmis mailbox.
If necessary, you can delete messages that are stuck in the UAmis mailbox by using Outlook or DohPropTest. See the procedure, To view or remove messages in the UAmis mailbox by using DohPropTest, for detailed steps.
To determine why messages are stuck in the UAmis mailbox
•In the Cisco Unity Administrator, review the settings for the AMIS restriction table. If any delivery numbers are disallowed, messages addressed to these numbers will be queued in the UAmis mailbox. This may not be what you intended. To send the messages immediately, change the AMIS schedule so that it is active during the time that you are troubleshooting. After the messages are sent from the UAmis mailbox, reset the AMIS schedule and adjust the AMIS restriction table as needed.
•Review the AMIS schedule. Confirm that the schedule has sufficient Active hours set for sending all the messages.
•Go to the System > Ports page, and confirm that there is at least one port configured for outbound AMIS messages.
•Go to the Reports > System > AMIS Out Traffic page, and run the report.
If the total transmission time (listed at the bottom of the transmission duration column, and reported in seconds) is approaching the limit of the ports dedicated to AMIS deliveries, all of the port resources available are being used. Review the AMIS schedule and port assignments again to determine if additional resources (time and/or ports) should be dedicated to AMIS message traffic.
•Confirm that the delivery phone numbers on all AMIS delivery locations are valid. To confirm that the delivery phone numbers are valid, do one of the following:
–If there are few AMIS delivery locations, in the Cisco Unity Administrator, go to the Network > Delivery Locations > Profile page of each AMIS delivery location to confirm the delivery phone number.
–Alternatively, you can run DohPropTest to view the delivery phone number and other attributes about the messages that are stuck in the UAmis mailbox. See the procedure, To view or remove messages in the UAmis mailbox by using DohPropTest for more information.
•In Outlook, confirm that the messages are marked as Unread. Messages that have been manually marked as Read will not be sent from the UAmis mailbox. For example, if someone has been monitoring the UAmis mailbox and has opened a message, that message will not be sent.
•Set the Unity Diagnostic Tool micro traces that are listed in the "General Outgoing AMIS Message Traces" section. For information on using the Unity Diagnostic tool, see the procedure, To set and retrieve traces for AMIS messages.
Messages Leave the UAmis Mailbox But Are Not Delivered
Use the following steps to troubleshoot problems with messages that leave the UAmis mailbox but are not delivered to users of the remote voice messaging system.
To troubleshoot undelivered messages
•Check the Event log.
See the "AMIS Error Messages" section on page 8-12 for more information about each of the errors and a brief description of the action to take to resolve the problem.
•Double-check the AMIS configuration in Cisco Unity, as follows:
–In the Cisco Unity Administrator, go to the Network > AMIS Options > Delivery Options page. Review the settings for If The Remote System Does Not Answer and If The Remote System Is Busy. These settings should be set to at least the default values (Hang Up After 4 Rings; Try Calling 4 Times; Retry Every 5 Minutes). Otherwise, the remote voice messaging system may not be given enough time to answer.
–Go to the Network > Delivery Options > Profile page of each of the AMIS delivery locations. If the Disable Outbound Messages To This AMIS Location check box is checked, change the Delivery Phone Number as needed, and then uncheck the check box.
–Go to the Network > Primary Location > Profile page. Confirm that the Node ID is accepted by the remote voice messaging system.
–Confirm that the extension addresses listed in Exchange for AMIS subscribers are correct. If the Dial ID for an AMIS delivery location has changed, or if the remote mailbox number for an AMIS subscriber has changed, you need to run the Extension Address utility to update the extension addresses. See the procedures, To view AMIS subscriber extension addresses, and To run the Extension Address utility for more information.
•Determine whether the calls to an AMIS location are actually being made or whether there is something unexpected happening during the AMIS transmission. You can use the StatusMonitor utility (located in \CommServer\TechTools) to observe call progress. See the procedure, To use the StatusMonitor utility to watch details of an AMIS transmission.
•If the outgoing AMIS calls are to a long distance number, check the phone system to see if there are restrictions for placing long distance calls.
•Set the Unity Diagnostic Tool micro traces that are listed in the "Extensive Outgoing AMIS Message Traces" section. For information on using the Unity Diagnostic tool, see the procedure, To set and retrieve traces for AMIS messages.
•See the ""C" and "D" DTMF Hang-Up Tones Cause AMIS Calls To Fail" section to determine if this could be the source of the problem.
Troubleshooting Problems with Inbound AMIS Messages
•Confirm that the other voice messaging system is supported by Cisco Unity for AMIS messaging. Refer to the "AMIS Support" section of the Cisco Unity 3.1 System Requirements, and Supported Hardware and Software, available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/sysreq/31_sysrq.htm.
•Check the Windows Application Event log. See the "AMIS Error Messages" section on page 8-12 for more information about each of the errors and a brief description of the action to take to resolve the problem.
•Go to the Network > Delivery Options > Profile page of each of the AMIS delivery locations. Confirm that the Node ID entered on the page exactly matches the node ID that the remote voice messaging system transmits.
•If you have not determined why the messages are not being delivered, use the Cisco Unity Diagnostic Tool to set micro traces and send a test message. See the "AMIS Micro Traces" section for information on the appropriate micro traces to set.
•See the ""C" and "D" DTMF Hang-Up Tones Cause AMIS Calls To Fail" section to determine if this could be the source of the problem.
Detailed procedures for troubleshooting the above AMIS problems, and information about AMIS micro traces, can be found in the following sections:
•AMIS Troubleshooting Procedures
•AMIS Micro Traces
AMIS Troubleshooting Procedures
Use the following procedures as needed to troubleshoot problems with AMIS message delivery. For discussion of when to use the following procedures, and the correct order in which to do the procedures, see the preceding topics:
•Troubleshooting Problems with Outbound AMIS Messages
•Troubleshooting Problems with Inbound AMIS Messages
To confirm that messages are being delivered to the UAmis mailbox
Step 1 In the Cisco Unity Administrator, change the AMIS restriction table to disallow all numbers. This causes all AMIS messages to be queued in the UAmis mailbox until the AMIS schedule becomes active.
For detailed instructions on changing the restriction table, see the procedure, To change the AMIS restriction table to disallow all delivery numbers.
Step 2 Change the AMIS schedule so that it is inactive during the time that you are troubleshooting. This way, the messages (if they arrive) stay in the UAmis mailbox long enough for you to see them.
For detailed instructions on changing the schedule, see the procedure, To change the AMIS schedule so that it is inactive while troubleshooting.
Step 3 Open the UAmis mailbox by using one of the following methods:
•If you have access to Outlook, set up a user profile for the UAmis mailbox just like you would for any Exchange mail user, and then use Outlook to determine if messages are in the UAmis mailbox. Refer to your Outlook documentation for information about setting up user profiles.
Note When a message is addressed to an AMIS recipient by using the phone, a copy of the message is not saved in the Outlook Sent Items folder after the message leaves the UAmis mailbox. However, when a message is addressed to an AMIS recipient by using Outlook, a copy of the message is saved in the Sent Items folder of the UAmis mailbox.
•If you do not have access to Outlook, use DohPropTest to open the UAmis mailbox. See the procedure, To view or remove messages in the UAmis mailbox by using DohPropTest.
Step 4 Send a test message to see if it is delivered to the UAmis Inbox. If using blind addressing, be sure to verify that you are using a valid Dial ID number from a Delivery Location.
Step 5 After testing, be sure to reset the AMIS restriction table and schedule.
To change the AMIS restriction table to disallow all delivery numbers
Step 1 In the Cisco Unity Administrator, go to the Network > AMIS Options > Delivery Options page.
Step 2 Click the View button next to Local Dial Restriction Table to display the AMIS restriction table.
Step 3 On the AMIS restriction table page, click Add Dial String.
Step 4 In the Call Pattern box, enter *.
Step 5 In the Allow This String box, click No.
Step 6 Click the Save icon.
To change the AMIS schedule so that it is inactive while troubleshooting
Step 1 In the Cisco Unity Administrator, go to the Network > AMIS Options > Schedule page.
Step 2 Click the appropriate blocks so that the schedule is inactive while you are troubleshooting.
Step 3 Click the Save icon.
To confirm that the Voice Connector service is running
Step 1 Log on to the Exchange server on which the Voice Connector is installed.
Step 2 Open Windows Services (on the Windows Start menu, click Programs > Administrative Tools > Services).
Step 3 Locate the Voice Connector service in the Name column. In Exchange 2000, the display name for the service is "Exchange 2000 Voice Connector," and in Exchange 5.5, the display name is "Internet Voice Connector."
Step 4 If the Status column indicates that the Voice Connector service is not running, right-click the service and click Start.
To set access permissions on the Exchange 2000 mailbox store
Do this procedure if you need to gain access to the MTS-IN and MTS-OUT queues on the Exchange server on which the Voice Connector is installed.
Step 1 On the Exchange server on which the Voice Connector is installed, start the Exchange System Manager (on the Windows Start menu, click Programs > Microsoft Exchange > System Manager).
Step 2 Expand Servers.
Step 3 Expand the node for your Exchange 2000 Server.
Step 4 Expand the First Storage Group node.
Step 5 Right-click the Mailbox Store.
Step 6 Select Properties to bring up the Mailbox Store Properties sheet.
Step 7 Click the Security tab.
Step 8 Click Add, and add the current administrator to the list.
Step 9 Click OK twice and close the Exchange System Manager.
To view the Voice Connector MTS-OUT queue in Exchange 2000
Step 1 Log on to the Exchange server on which the Voice Connector is installed.
Step 2 Start the Exchange System Manager (on the Windows Start menu, click Programs > Microsoft Exchange > System Manager).
Step 3 Browse to Connectors\ Exchange 2000 Voice Connector\Queues.
Step 4 Click MTS-OUT.
To view the Voice Connector MTS out queue in Exchange 5.5
Step 1 Log on to the Exchange server on which the Voice Connector is installed.
Step 2 Start the Exchange Administrator (on the Windows Start menu, click Programs > Microsoft Exchange > Exchange Administrator).
Step 3 Browse to Connectors\ Internet Voice Connector.
Step 4 Double-click Internet Voice Connector to display the properties.
Step 5 Click the Queues tab.
Step 6 Select MTS-OUT from the Queue Name list.
To enable the Voice Connector log file
Step 1 Log on to the Exchange server on which the Voice Connector is installed.
Step 2 Stop the Voice Connector service.
Step 3 Use Notepad (or any other text editor) to create an empty file with the file name gwivc.log, and save the file in the folder C:\WINNT\System32.
The Voice Connector logs information to this file.
Step 4 Start the Voice Connector service.
Step 5 Send a test message.
Step 6 If you will be sending the log to TAC, save it with a new name or move it out of the folder. Then delete the log file. Otherwise, the Voice Connector will continue logging information to the file, which consumes hard disk space.
To view or remove messages in the UAmis mailbox by using DohPropTest
Step 1 On the Cisco Unity server, browse to the location where Cisco Unity is installed (the default is C:\CommServer), and then browse to the TechTools folder.
Step 2 Run DohPropTest.exe.
Step 3 In the DohPropTest Logon dialog box, leave the Password box empty, and click OK.
Step 4 On the warning dialog box, click Ignore to start the read-only mode of DohPropTest.
Step 5 In the list on the left side of the window, click MailUsers.
Step 6 In the middle list, click the UAmis_<server name> mailbox.
Step 7 Click Get User's Mailbox, which displays a dialog box.
Step 8 Click OK. A dialog box with all the messages appears.
Step 9 Click a message. The message plays, and the message properties are displayed. Select a property to check the values. The following properties should be checked:
•AVP_AMIS_Destination_NODE—The AMIS delivery location Dial ID.
•AVP_AMIS_Recipient—The remote mailbox number of the recipient.
•AVP_AMIS_SENDER_ADDRESS—The message sender.
•AVP_SUBMIT_TIME—The time the message was submitted. Note that the timestamp is in GMT.
Step 10 If desired, click Remove to delete the selected message.
To set and retrieve traces for AMIS messages
See the"AMIS Micro Traces" section for information about the micro traces to set for troubleshooting AMIS message delivery problems.
Step 1 On the Windows Start menu, click Programs > Unity > Unity Diagnostic Tool.
Step 2 On the Cisco Unity Diagnostic Tasks screen, click Configure Micro Traces. The Configure Micro Traces Wizard displays.
Step 3 Click Next to select the traces to enable.
Step 4 After selecting the appropriate traces, click Finish.
Step 5 On the Cisco Unity Diagnostic Tasks screen, click Start New Log Files.
Step 6 After the problem reoccurs, or sufficient time has passed to gather AMIS message data, in the tree in the left pane of the Unity Diagnostic Tool, click Processes > AvCsMgr, and then click the Current log file to view it.
The selected log file is formatted and displayed in the right pane.
Step 7 To export or save a copy of the log file, click Action > Export List.
Step 8 Name the file and save it to a location of your choice in .txt or .csv format.
Step 9 Disable all diagnostic traces that were activated in Step 3.
Step 10 If you need assistance in interpreting the diagnostic logs, or are unable to resolve an AMIS message problem, contact Cisco TAC.
To view AMIS subscriber extension addresses
Step 1 Open Active Directory Users and Computers (on the Windows Start menu, click Programs > Administrative Tools > Active Directory Users and Computers).
Step 2 Open the properties page for an AMIS subscriber.
Step 3 Click the E-mail Addresses tab. You should see an address with the type "amis" and an address in the form <Location Dial ID>_<Remote Mailbox Number>.
Step 4 Confirm that this is the correct address.
To run the Extension Address utility
Step 1 On the Cisco Unity server, on the Windows Start menu, click Programs > Unity > Extension Address Utility.
Step 2 Click Update.
Step 3 When the utility has finished updating extension addresses, click Close.
To use the StatusMonitor utility to watch details of an AMIS transmission
Step 1 In the Cisco Unity Administrator, go to the System > Ports page, and change the settings as needed so that only port 1 is enabled for outbound AMIS calls. This makes it easier to observe the call progress information in the StatusMonitor.
Step 2 On the Cisco Unity server, browse to the location in which Cisco Unity is installed (the default is C:\CommServer), and then browse to the TechTools folder.
Step 3 Run StatusMonitor.exe.
Step 4 Click Display and Conversation in the Monitor Settings When Started section.
Step 5 In the Ports list, confirm that Port 1 is selected for monitoring. This port should match the port selected on the System > Ports page for outbound AMIS calls (see Step 1).
Step 6 Click Start Monitor.
Step 7 Use the phone to dial into Cisco Unity, and send a test message to someone on the remote voice messaging system.
Step 8 Observe the information in the StatusMonitor.
In the Display State pane in the StatusMonitor window, you should see the dialout information. In the Conversation State pane, you should see the states that the AMIS call goes through. An AMIS call goes through a finite number of states during an AMIS transmission. As the AMIS call progresses, you should see the descriptive name of each state in the Conversation State pane. For detailed information about the AMIS transmission states, refer to White Paper: AMIS Analog Networking Definitions, available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/whitpapr/amis.htm.
"C" and "D" DTMF Hang-Up Tones Cause AMIS Calls To Fail
"C" and "D" DTMF tones, also known as fourth-column tones, are just like the twelve other DTMF tones ("0"-"9," "*," and "#") found on a regular analog phone. They are commonly used for in-band analog integrations and other "non-human" tasks.
The first action of an AMIS call is the handshake between the originating and receiving voice messaging systems. The originating system dials the number of the destination system. If the originating system does not hear a ringback tone, then the originating system transmits a "C" tone to the destination. If the destination system answers the call and detects the "C" tone, it responds with a "D" tone after a 4- to 6-second delay. After transmitting the "D" tone, the destination system expects a Start Session frame.
(For more information on the details of an AMIS call, refer to White Paper: AMIS Analog Networking Definitions, available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/whitpapr/amis.htm.)
Many Toshiba phone systems use the "D" tone to indicate to voice messaging systems that a disconnect has occurred. Other phone systems may also use the "C" or "D" tones to indicate that a disconnect has occurred. When this is the case, a parameter of "HangUpTone=C" or "HangUpTone=D" will be defined in the active switch configuration file on the Cisco Unity server.
If "HangUpTone=C" is defined, the AMIS feature cannot be used on that system. When a remote voice messaging system dials Cisco Unity and sends the "C" tone to initiate the AMIS handshake, Cisco Unity interprets it as a disconnect signal from the phone system and hangs up on the call.
Similarly, if "HangUpTone=D" is defined, the AMIS feature cannot be used on that system. When Cisco Unity dials the remote voice messaging system and sends the "C" tone to initiate the AMIS handshake, and the remote system responds with the "D" tone, Cisco Unity interprets it as a disconnect signal from the phone system and hangs up on the call.
To fix this problem, configure the phone system to use another type of disconnect indication (such as the reorder tone, dial tone, or loop current reversal), then remove the HangUpTone parameter from the active switch file. This is the best option.
If this is not possible, configure the phone system to use "A" or "B" as a hang-up tone, then modify the HangUpTone parameter in the active switch file to match this new value.
The default values for the hang-up packets expected by Cisco Unity (defined in avanaglog.avd) have been chosen to work with AMIS. Changing these values may cause AMIS calls to fail.
To obtain the name(s) of the active switch file(s)
Step 1 On the Cisco Unity server, 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 a typical backup of the Cisco Unity server does not back up the registry. Also 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.
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 following key:
HKEY_LOCAL_MACHINE\Software\Active Voice\Miu\1.0\Initialization
For dual-switch integrations, also expand the key:
HKEY_LOCAL_MACHINE\Software\Active Voice\Miu\1.0\Initialization
Step 4 Double-click the Switch Configuration File value under the ...\Switch 0 key to obtain the name of the active switch file, and then click Cancel. For dual-switch integrations, also double-click the Switch Configuration File value under the ...\Switch 1 key to obtain the name of the second active switch file, and then click Cancel.
Step 5 Close Regedit.
To edit the active switch file(s)
Step 1 On the Cisco Unity server, browse to the \CommServer\IntLib folder. (C:\CommServer is the default folder in which Cisco Unity is installed. If Cisco Unity is installed in another folder, use that path instead.)
Step 2 Open the active switch file with a text editor.
Step 3 In the [Configuration] section, if "HangUpTone=" does not exist, or if it is set to any value other than "C" or "D," then do not change anything in the file, because the parameter does not conflict with AMIS. Close the file, and skip to Step 5.
Step 4 If "HangUpTone=" is set to either the "C" or "D" DTMF tone, then the action you take depends on the new disconnect indication that you configured on the phone system, as follows:
•If the phone system uses some other type of disconnect indication, such as the reorder tone, dial tone, or loop current reversal, then remove the HangUpTone parameter from the active switch file. Save and close the file.
•If the phone system uses either the "A" or "B" DTMF tone as a hang-up tone, then modify the "HangUpTone=" to match this new value. Save and close the file.
Step 5 For dual-switch integrations, repeat Step 1 through Step 4 to edit the second active switch file.
Step 6 Stop and restart Cisco Unity to activate the changes to the active switch file.
AMIS Micro Traces
The Unity Diagnostic Tool provides micro traces to help you troubleshoot AMIS message delivery problems. See the procedure, To set and retrieve traces for AMIS messages for information on using the Unity Diagnostic tool. See the following sections for more information about the appropriate AMIS micro traces to set for your situation:
•Basic Incoming and Outgoing AMIS Message Traces—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 enable extensive logging. If you cannot determine the problem from the set of general traces, then 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 enable extensive logging. If you cannot determine the problem from the set of general traces, then enable the traces specified in this section.
Basic Incoming and Outgoing AMIS Message Traces
These traces help you verify that Cisco Unity can send and receive AMIS messages.
•Conv AMIS—28
•Notifier—28
General Incoming AMIS Message Traces
These traces 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
These traces include additional Cisco Unity components, and 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
General Outgoing AMIS Message Traces
These traces 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, this indicates a problem.)
Extensive Outgoing AMIS Message Traces
These traces include additional Cisco Unity components, and 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, this indicates a problem.)
Cisco Unity Stops Recording Before a Caller Has Finished Leaving a Message
There are several possible reasons that Cisco Unity may stop recording before a caller has finished leaving a message. In this section, possible causes are listed in order, from most likely to least likely to occur:
•Dialogic Quiet Parameter Is Incorrect
•Cisco Unity, the Phone System, or the Central Office Disconnected the Call
Dialogic Quiet Parameter Is Incorrect
A caller may report hearing a prompt and being prevented from completing a message, or a subscriber may report this problem after noticing that a recording ends before the caller finished leaving a message. This can happen when the quiet parameter is not set to recognize low voice volume. It also can happen when a changed quiet parameter is not retained after a Cisco Unity upgrade.
To change the Dialogic quiet parameter (systems equipped with Dialogic voice cards only)
Step 1 Shut down Cisco Unity and stop the Telephony service.
Step 2 On the Windows Start menu, click Programs > Dialogic System Software > Dialogic Configuration Manager-DCM.
Step 3 On the Service menu, click Stop Service. A second Dialogic Configuration Manager window appears.
Step 4 When the message "Success: Dialogic service stopped" appears, click Close.
Step 5 In the Service window, select a Dialogic card.
Step 6 In the DCM-Properties dialog box for the card, click Misc.
Step 7 Click ParameterFile.
Step 8 In the Edit section, enter quiet50.prm in the Value box, and click OK.
Step 9 Repeat Step 5 through Step 8 for each additional Dialogic card.
Step 10 On the Service menu, click Start Service. A second Dialogic Configuration Manager window appears.
Step 11 When the message "Success: Dialogic service started" appears, click Close.
Step 12 Restart Cisco Unity.
Cisco Unity, the Phone System, or the Central Office Disconnected the Call
If a caller reports being cut off while leaving a message and if the caller did not hear a prompt prior to the disconnect, Cisco Unity, the phone system, or the central office may have disconnected the call.
To determine why the call was disconnected
Step 1 On the Windows Start menu, click Programs > Administrative Tools > Event Viewer.
Step 2 On the Log menu, click System.
Step 3 In the System Event log, look for an error that occurred at the time of the reported disconnected call.
If an error appears, double-click the error and skip to Step 6.
If no error appears for the date and time of the disconnected call, continue with Step 4.
Step 4 On the Log menu, click Application.
Step 5 In the Application Event log, look for an error that occurred at the time of the reported disconnected call. Double-click the error.
Step 6 In the Event Detail dialog box, review the contents of the Description box.
If you need assistance interpreting or resolving the error, or if no error appears in the Application Event log that matches the date and time of the reported disconnected call, contact Cisco TAC.
Dial Tone or Reorder Tone Is Present at the End of a Message
A possible cause may be that the switch disconnect tone and/or the CO disconnect tone are incorrect in the Switch.ini file (for circuit-switched phone systems only).
To determine the correct switch disconnect and CO disconnect tone values
Step 1 Run the Learn Tones utility. See the "Learn Tones" section on page 10-7 for detailed instructions.
Step 2 If running the Learn Tones utility does not resolve the problem, contact Cisco TAC.
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