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Cisco Unity Troubleshooting Guide (With Microsoft Exchange), Release 4.0(5)
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Index
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Preface
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Introduction
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Diagnostic Trace Utilities and Logs
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Internal and External Calls
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Call Transfers
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Messages
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AMIS Networking
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SMTP Networking Message Delivery Problems
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Audio Quality
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Message Waiting Indicators (MWIs)
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Message Notification
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Hardware
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Error Messages
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Third-Party Fax Integration
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Utilities
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Subscriber and Administrator Access
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Reports
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Failover
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Cisco Personal Communications Assistant
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Media Master Control Bar
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Appendix: Cisco Unity Services and Their Functions
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Feedback
Table Of Contents
Cisco Unity Primary Exchange Server Is Down or Is Disconnected
Some Messages Seem to Disappear
Network or Home Exchange Server Is Down
A Subscriber Has a Full Mailbox
Undeliverable Messages Have Not Been Forwarded to Recipients
Subscribers Assigned to Cisco Unity Entities Were Deleted and No Replacements Were Assigned
Unity Messaging System Mailbox Has Been Moved Incorrectly in Exchange
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 Are Unexpectedly Saved and Stored in the G.711 Codec Format
Message Notification Announcements Fill a Subscriber Mailbox
Troubleshooting Private Secure Voice Messages
Decryption Event Log Error Messages
Encryption Event Log Error Messages
Subscribers Hear the Failsafe Conversation or the Decoy WAV File
NDR Notifications on Private Secure Voice Messages
Messages
About Problems with Messages
Message problems fall into the following categories:
Subscriber misconceptions can lead to the impression that Cisco Unity is delaying messages. In addition, Exchange server status can affect message delivery.
Some Exchange and Cisco Unity situations can affect message delivery. See the "Some Messages Seem to Disappear" section.
A setup problem may cause callers to be cut off when they try to leave a message. See the "Cisco Unity Stops Recording Before a Caller Has Finished Leaving a Message" section.
See the "Dial Tone or Reorder Tone Is Present at the End of a Message" section.
See the "Messages Are Unexpectedly Saved and Stored in the G.711 Codec Format" section.
See the "Message Notification Announcements Fill a Subscriber Mailbox" section.
See the "Troubleshooting Private Secure Voice Messages" section.
See the "AMIS Networking" chapter.
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Begin your troubleshooting by gathering information about the message problem. By discussing the problem with the subscriber, 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
The following sections describe possible reasons that messages may appear to be delayed. Use the "Task List for Troubleshooting Delay in Appearance of Messages" to troubleshoot the possible causes.
Task List for Troubleshooting Delay in Appearance of Messages
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Confirm that the subscriber understands how Cisco Unity delivers messages. Subscribers who encounter message delivery issues are typically those who are accustomed to another voice messaging system, were recently migrated from a previous version or a different configuration of Cisco Unity, have not yet completed Cisco Unity training, or are unaware of a new feature or functionality change in their existing system.
Refer to the applicable information on subscriber concerns and misconceptions in the "Support Desk Orientation" section of the "Preparing Subscribers, Operators, and Support Desk Personnel to Work with Cisco Unity" chapter of the Cisco Unity System Administration Guide. The guide is available at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity40/sag/sag405/ex/index.htm.
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Tip
Cisco Unity Primary Exchange Server Is Down or Is Disconnected
Messages recorded while the primary Exchange server is down or disconnected are stored in the Unity Messaging Repository (UMR) until the server is brought back up. The delay experienced between the time a message is recorded and its delivery is dependent on the length of time that the primary Exchange server was down or disconnected.
Some Messages Seem to Disappear
The following sections describe possible reasons that messages may not be delivered to the intended recipients. Use the "Task List for Troubleshooting the Disappearance of Some Messages" to troubleshoot the possible causes.
Task List for Troubleshooting the Disappearance of Some Messages
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Network or Home Exchange Server Is Down
Sites with multiple Exchange servers may want to change their message transfer agent (MTA) site configuration values, if needed, in the Exchange Administrator. Increasing the Max Open Retries value and decreasing the Open Interval value will increase the number of tries and decrease the wait time that Exchange uses when it tries to deliver a message after the network or server comes back up.
A Subscriber Has a Full Mailbox
By default, Cisco Unity does not check whether a subscriber mailbox has exceeded the Prohibit Send and Receive limit before allowing a caller to leave a message, although Cisco Unity does check before sending the message to the subscriber mailbox.
If a subscriber mailbox is no longer allowed to receive messages, Cisco Unity handles the message in one of the two following ways:
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Encourage the subscriber to dispose of messages promptly so that the Exchange mailbox does not fill up, and explain to subscribers on the Unaddressed Messages distribution list the importance of regularly checking for and forwarding undeliverable messages. (Note that if the mailbox(es) of the subscriber(s) who are assigned to check the Unaddressed Messages list exceed the Prohibit Send and Receive storage limit that is specified in Exchange, the messages sent to the Unaddressed Messages distribution list are lost. To avoid this problem, specify a generous value for the Prohibit Send and Receive storage limit for the mailbox of at least one subscriber who is a member of the Unaddressed Messages list.)
Cisco Unity can be set to check whether a subscriber mailbox is full when an outside caller tries to leave a message for the subscriber. For details, refer to the "Message Handling" section in the "Default Accounts and Message Handling" chapter of the Cisco Unity System Administration Guide.
For more information on Exchange 2000, Exchange 2003, and Exchange 5.5 storage limits, refer to the "Setting a Maximum Size for Exchange Mailboxes" section in the "Configuring Exchange for Maintenance Tasks" chapter in the Cisco Unity Maintenance Guide, or refer to the Microsoft Exchange documentation. The Cisco Unity Maintenance Guide is available at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity40/maint/maint405/ex/index.htm.
You can also review the White Paper: Understanding How Exchange 2000 Storage Limits Work with Cisco Unity, Version 3.x and Later, available at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/whitpapr/e2kstore.htm.
Undeliverable Messages Have Not Been Forwarded to Recipients
Messages returned to the 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.
Note that if the mailbox(es) of the subscriber(s) who are assigned to check the Unaddressed Messages list exceed the Prohibit Send and Receive storage limit that is specified in Exchange, the messages sent to the Unaddressed Messages distribution list are lost. To avoid this problem, specify a generous value for the Prohibit Send and Receive storage limit for the mailbox of at least one subscriber who is a member of the Unaddressed Messages list and encourage the subscriber to dispose of messages promptly so that the Exchange mailbox does not fill up.
Subscribers Assigned to Cisco Unity Entities Were Deleted and No Replacements Were Assigned
When you delete a subscriber who was assigned to review the messages sent to any of the following Cisco Unity entities, make sure that you assign another subscriber or a public distribution list to replace the deleted subscriber; otherwise, messages may be "lost."
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To identify call handlers that are associated with improperly deleted accounts, run the Unresolved References report. Then you can fix any "stranded" call handlers that you find by running the Cisco Unity Directory Walker (DbWalker) utility.
Unity Messaging System Mailbox Has Been Moved Incorrectly in Exchange
The Unity Messaging System account acts as a surrogate sender for messages from unidentified callers (outside callers or callers from inside the organization who are calling from a phone that is not associated with a subscriber account, such as a conference room). The alias for this account is Unity_<Servername>. The account cannot be seen in the Cisco Unity Administrator, but the account is created in Active Directory, and the associated Exchange mailbox appears in the Exchange 5.5 Administrator or the Exchange 2000 or Exchange 2003 System Manager. The mailbox has the display name Unity Messaging System.
The Unity Messaging System mailbox requires special care when you move it. If you recently moved a group of subscriber mailboxes, you may have inadvertently moved the Unity Messaging System at the same time if you notice that messages from unidentified callers are stuck in the Unity Messaging Repository (UMR, which by default is located on the Cisco Unity server in the CommServer\UnityMTA directory).
For details on moving the Unity System Mailbox, refer to the "Unity Messaging System Mailbox" section in the "Cisco Unity Data and Log Files" chapter of the Cisco Unity Maintenance Guide, available at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity40/maint/maint405/ex/index.htm.
Cisco Unity Stops Recording Before a Caller Has Finished Leaving a Message
The following sections describe possible reasons that Cisco Unity may stop recording before a caller has finished leaving a message. Use the "Task List for Troubleshooting Recordings That Are Being Cut Off" to troubleshoot the possible causes.
Task List for Troubleshooting Recordings That Are Being Cut Off
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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 can also 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)
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Note
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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
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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.
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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 PSTN disconnect tone are incorrect in the Switch.ini file (for circuit-switched phone systems only). Running the Learn Tones utility will correct the Switch.ini file so that Cisco Unity will recognize dial tone and reorder tone, preventing them from being recorded as part of a message.
To Run the Learn Tones Utility
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Messages Are Unexpectedly Saved and Stored in the G.711 Codec Format
By design, when subscribers use a computer microphone as the recording device, their recordings are saved and stored in the G.711 format—even when this is not the recording and storage codec specified for the Cisco Unity server. (The same is not true when subscribers use the phone as a recording device. Instead, the recording and storage codec specified for the Cisco Unity server determines the format in which the recordings are saved and stored on the Cisco Unity server.)
See the "Advanced Audio Quality Troubleshooting in Cisco Unity" section on page 8-5 for information on possible ways to correct audio problems caused by messages stored in different codec formats.
Message Notification Announcements Fill a Subscriber Mailbox
If Cisco Unity does not reject forwarded message notification announcements, they will fill subscriber mailboxes. Enable the rejection of forwarded message notification calls by doing the following procedure.
To Enable Cisco Unity Rejection of Forwarded Message Notification Announcements
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Note
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Troubleshooting Private Secure Voice Messages
See the following troubleshooting sections for information on these issues:
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Decryption Event Log Error Messages
The following decryption errors can be caused either by a problem with the public key of the receiving server (receiving server key not present on sending server) or the private key on the receiving server. Either the voice message was not encrypted with the public key for the receiving server, or the private key on the receiving server is missing, invalid, unable to be used, or there is another problem with the key. In all of these cases, the first course of corrective action is to create a new certificate on the receiving server, then make the sending server aware of the new public key on the receiving server via a manual directory synchronization. Alternatively, you can wait for an automatic directory synchronization, which happens at the interval set by your network administrator.
If a decryption error is reported by the Voice Connector, a new certificate needs to be created on the Exchange server on which the Voice Connector is installed.
After corrective action is taken, ask the sending subscriber to re-record the voice message, if applicable.
Error Message A private secure message from %ss to %sr could not be decrypted, possibly because the message was not encrypted with the public key for this server or there is a problem with the private key on this server.Recommended Action Create a new certificate on this server, initiate a directory synchronization from the sending server to replicate the public key from this server to the sending server, and then notify the sending subscriber to re-record the voice message. If this action does not resolve the problem, contact Cisco TAC.
Error Message The Voice Connector was not able to decrypt an outgoing message to delivery location %1. The message was not delivered, and a non-delivery receipt was sent to the message sender.Recommended Action Install a new certificate on the Exchange server on which the Voice Connector is installed. If a new certificate has been installed and the error continues, enable the Voice Connector diagnostics and check for other errors. Contact Cisco TAC if you are unable to determine the cause of the problem.
Encryption Event Log Error Messages
Encryption errors are caused by a problem with the public key on the sending server. The public key may be missing, invalid, unable to be used, or there may be another problem with the key. In these cases, the first course of action is to create a new certificate on the sending server.
If an encryption error is reported by the Voice Connector, either encryption of incoming private secure voice messages from the delivery location should be disabled, or new certificates need to be created on the Exchange server on which the Voice Connector is installed.
After corrective action is taken, ask the sending subscriber to re-record the voice message, if applicable.
Error Message A private secure message from %ss could not be encrypted because a valid public key could not be found on this server.Recommended Action Create a new certificate on this server, then ask the sending subscriber to re-record the voice message. If creating a new certificate on this server does not resolve the problem, contact Cisco TAC.
Error Message A private secure message from %ss could not be encrypted, possibly because there is a problem with the public key on this server.Recommended Action Create a new certificate on this server, then ask the sending subscriber to re-record the voice message. If creating a new certificate on the sending server does not resolve the problem, contact Cisco TAC.
Error Message The Voice Connector was not able to encrypt an incoming message from delivery location %1. The message was not delivered, and a non-delivery receipt was sent to the message sender.Recommended Action Install new certificates on every Cisco Unity server in your network, including both servers in a failover pair, and any Exchange server on which the Voice Connector is installed, if applicable. If new certificates have been installed, and the error continues, enable the Voice Connector diagnostics and check for other errors. Contact Cisco TAC if you are unable to determine the cause of the problem.
Subscribers Hear the Failsafe Conversation or the Decoy WAV File
If a subscriber hears the failsafe conversation ("Sorry, this system is temporarily unable to take your call") when attempting to send a private secure voice message, encryption of the message may have failed. Review the Application log to determine the cause. When an encryption attempt fails, the voice message is deleted and cannot be recovered. The subscriber must re-record the message.
For information on viewing errors in the Application log, see the "Error Messages" chapter.
If a subscriber hears the following decoy WAV file when attempting to listen to a private secure voice message by phone, decryption of the message may have failed:
"This voice message is private and secure and can only be played if you log on to the voice mail system and check your messages by phone. If you received this message in error, notify the sender and delete it immediately."
Review the Application log to determine the cause. When a decryption attempt fails, in most cases the voice message will not be playable, even after the problem has been resolved. For example, when problem resolution requires creation of a new certificate on the Cisco Unity server, then the sending subscriber must re-record the message.
NDR Notifications on Private Secure Voice Messages
If a subscriber attempts to send a private secure voice message from a delivery location that is not set to decrypt outgoing private secure messages, the sending subscriber will receive an NDR.
