Troubleshooting Unity Voice Mail Systems © 2004 Cisco Systems, Inc. All rights reserved. IPTT v Troubleshooting Common Configuration, Integration and Operation Issues

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Upon completing this lesson, you will be able to: Review general troubleshooting steps from a Unity perspective Describe the Event Viewer troubleshooting functions. Explain Cisco Unity Administration tool functions Describe miscellaneous Unity troubleshooting tools Review Disaster Recover Techniques Resolve Call Transfer problems Resolve port problems Resolve System Programming problems Resolve Message problems Resolve MWI problems Resolve miscellaneous problems Objectives

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Outline Overview Troubleshooting Steps Event Notification Utility Cisco Unity Administration Tools Cisco Unity Troubleshooting Tools Call Transfer Problems Port Problems System Programming Problems Error Messages and Disaster Recovery Message Problems Message Waiting Indicators Summary Quiz

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v General Troubleshooting Steps Identify the problem. Duplicate the problem. Isolate the problem. Resolve the problem. Test the system.

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Event Notification Utility

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Event Viewer Log Report

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Subscriber Reports

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Example Subscriber Report

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v System Reports

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Example System Reports

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Cisco Unity Diagnostic Tool: Configuring Traces

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Skinny and TSP Traces

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Call Transfer Problems Calls not transferring to the correct greeting because of forward timer (non-IP Phone): Confirming that the forward timer in the phone system is in synch with the Rings to Wait For setting in Cisco Unity Confirming that the phone system programming enables callers to hear the subscriber personal greeting

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Call Handler Call Transfer

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Verify Number of Ports

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Incorrect Number of System Key Ports

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Calls Sent to Wrong Cisco Unity Ports

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Telephone System Programming

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Dr. Watson Program

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Disaster Recovery Verify Microsoft IIS permissions. Create a simple batch file for the Cisco Unity server.

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Delayed or Missing Messages

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Mailbox Is Full

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Undeliverable Messages

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Cisco Telephony Integration Tool

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v MWIs

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Microsoft Exchange Server Down

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v A Single Port

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v MWIs Lose Synchronization

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Ports Are Too Busy

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Ports Hang

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Missed Notification Attempts

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Resolving Cisco CallManager Integration Problems

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Summary The main steps in the troubleshooting process include identifying, duplicating, isolating, and resolving the problem, and then testing the system. The Event Notification utility determines which subscribers or distribution lists are notified of specific problems and system errors. Cisco Unity Administration tools, such as the various Cisco Unity reports, provide information about subscribers and system activity. Cisco Unity records a large amount of information and is capable of recording additional data about its internal operations.

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Summary (Cont.) Microsoft IIS permissions must be verified for disaster recovery. Call transfer problems can occur when routing rules are not working correctly. Port problems can occur when the number of system key ports is incorrect. System programming problems can occur if the telephone system is programmed incorrectly. Message delays can occur when the Microsoft Exchange server is disconnected or down, when a subscriber misunderstands the use of the Pound key, or when the system clock time is incorrect. MWI problems can occur when the telephone system settings are incorrect.

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Lesson Review 1. Which step in the troubleshooting process ensures that you have successfully resolved the Cisco Unity issue? 2. Which utility provides notification of system events? 3. Which Windows 2000 Event log does Cisco Unity use to list errors? 4. Which system report tracks all of the changes that the Cisco Unity Administrator performs? 5. When should an administrator enable low-level traces on the Cisco Unity server? 6. What occurs when the number of ports installed on the Cisco Unity server exceeds the number of ports in the system key?

© 2004 Cisco Systems, Inc. All rights reserved. IPTT v Lesson Review (Cont.) 7. What can cause a subscriber to hear a reorder tone when answering a call? 8. What occurs when a subscriber presses the Pound key while listening to a message? 9. What must you do when you move a mailbox to ensure that the Cisco Unity server accepts the changes? 10. What happens to a subscriber MWI if a voic message is recorded when the subscriber Microsoft Exchange server is down? 11. What must you do when configuring CCM to use unique extensions for turning on and off MWIs?