Macro Traces

This topic describes how to enable macro traces to troubleshoot MWI issues.

  • In Cisco Unity Connection Serviceability, macro tracing can be activated.
  • Macro traces work on a functionality level.
  • Choose the protocol SIP or SCCP to start MWI tracing.

SIP = Session Initiation Protocol; SCCP = Skinny Client Control Protocol

In Cisco Unity Connection Serviceability, under Trace > Macro Traces, choose the trace that might help you to analyze issues in Cisco Unity Connection. For MWI traces, check the Traces for MWI Problems check box.

Advertisements

MWI Troubleshooting

troubThis topic describes how to troubleshoot MWI issues.

When MWIs do not turn on or off:

Component Action
Phone system Run the Check Telephony Configuration test.
Ports Confirm that voice-messaging ports are assigned to send MWI requests (Dialout MWI).
Port group Confirm that the port groups for the phone-system integration enable MWIs.
Port group Confirm that the settings are correct for the MWI On Extension and the MWI Off Extension fields. (SCCP only.)
Phone-system basics Confirm that MWIs for the phone system are not forced off.
User Confirm that the MWI is enabled for the user.
User Confirm that the correct phone system is assigned to the MWI for the user.
No results Enable macro traces on Cisco Unity Connection.

When troubleshooting MWI issues, follow these steps:

  1. Run the Check Telephony Configuration test for the relevant phone system.
  2. Confirm that voice-messaging ports for the phone-system integration are assigned to send MWI requests.
  3. Confirm that the port groups for the phone-system integration enable MWIs.
  4. Confirm that the settings are correct for the MWI On Extension field and the MWI Off Extension field for SCCP phones.
  5. Confirm that MWIs for the phone system are not forced off.
  6. Confirm that the MWI is enabled for the user.
  7. Confirm that the correct phone system is assigned to the MWI for the user.
  8. Confirm that the extensions that turn MWIs on and off are in the same CSS that contains the phones and voicemail ports.
  9. Verify whether the Cisco Unity Connection server was upgraded, restored by using the Disaster Recovery System, or experienced an event that disrupted MWI synchronization.
  10. If the preceding tasks did not resolve the MWI problem, enable macro traces for MWIs.

Resynchronize MWIs for the system after a server is restored by using the Disaster Recovery System, after upgrading a system, or after a WAN outage in a system that has distributed voice-messaging through Cisco Unified SRST routers or Cisco Unified Communications Manager Express routers in Cisco Unified SRST mode.

There is a delay before MWIs turn on or off:

  • If MWIs are synchronized for a phone-system integration, MWIs for messages might be delayed.
  • Port Activity Report: The number of ports assigned to handle MWI requests is insufficient. A possible solution is to install more ports for systems that handle a large volume of calls.
  • Two or more port groups are in the phone-system integration. Make sure that all of the port groups are correctly configured for MWIs.

Use the following troubleshooting information if there is a delay in turning MWIs on or off:

  • If MWIs are being synchronized for a phone-system integration, delayed MWIs for messages might result from the additional MWI requests that are being processed.
  • The number of ports that are assigned to process MWI requests might be insufficient. For systems that process a large volume of calls, extra ports might need to be installed.
  • If two or more port groups are in the phone-system integration, make sure that all of the port groups are correctly configured for MWIs.

Reporting in Cisco Unity Connection

This topic list the reports that are available in Cisco Unity Connection Serviceability, under Tools > Report.

Cisco Unity Connection can generate the following reports:

In this example, the Mailbox Store Report is chosen. The report can be generated as a web page, as a comma-delimited file, or as a PDF file. When you click Generate Report, the Mailbox Store Report appears, as shown in the figure.

Alert Properties

This topic describes how to receive notifications for defined thresholds in certain performance counters.

  • To be notified if thresholds are reached, specify an alert.
  • Right-click the performance counter and choose Alert Properties.

Right-click a performance counter graphical representation and choose Set/Alert Properties…. Enter a description and a recommended action. The severity level can be set to Emergency, Alert, Critical, Error, Warning, Notice, Informational, or Debug.

The figure shows an example in which the current call count is monitored. If the threshold is reached (that is, if more than 10 ports are used at the same time), a warning should be sent to the administrator. If this warning is being sent too often, you may need to redesign (enable or disable port functionality) the current call count options or additional ports may need to be activated to increase reachability.

  • Specify the frequency and schedule.
  • Enable email and set the alert action.

In the Frequency section of the Frequency & Schedule window, choose whether the alert should be sent every time the threshold is reached or only if the threshold is reached a certain number of times in a specified period (for example, two times in five minutes). In the Schedule section, specify nonstop monitoring or a time frame for monitoring the chosen performance counter.

When you click Next, the Email Notification window opens. You can enable email alerts or configure an alert action. The default is to log the alerts.

Cisco Unity Connection Performance Counters

This topic describes the available performance counters in Cisco Unity Connection.

To monitor Cisco Unity Connection in detail, use performance counters. Each menu has many performance counters that can be added to the performance pane.

In Cisco Unified RTMT, performance counters are grouped in menus that are specific to Cisco Unity Connection and Cisco Unity Connection sessions. Standard performance-counter groups also exist for database, enterprise replication, network, partitions, processor, system, TCP, and so on. These performance counters are like those used in Cisco Unified Communications Manager.

The figure shows part of the list with the available Cisco Unity Connection performance-counter groups. Each performance-counter group includes a subset of settings that can be monitored. The figure shows a performance counter from CUC Phone System > Incoming Calls Total. In this example, more than 115 calls have been delivered while Cisco Unity Connection has been running.

Cisco Unity Connection Session Performance Counters

Next to the Cisco Unity Connection groups are the Cisco Unity Connection Sessions group performance counters:

As the figure shows, you can use the Cisco Unity Connection Sessions performance counters to monitor groups and items in the groups in real time.

The following example items can be monitored for Cisco Unity Connection video sessions:

  • Downgraded video calls
  • Video records
  • Video sessions

For video sessions, more than 30 performance counters are available.

Cisco Unified RTMT

This topic describes the general monitoring capabilities of Cisco Unified RTMT in Cisco Unity Connection.

Cisco Unity Connection allows monitoring in real time:

  • Via Cisco Unified RTMT: Download the plug-in for installation.
  • System tab allows monitoring of the CPU, memory, and so on; also use performance counters and alerts.
  • Launch the Port Monitor via the Unity Connection tab.

Cisco Unified RTMT can be downloaded as a plug-in from Cisco Unified Communications Manager. The plug-in can be installed on an administrator PC. When starting the tool, enter the Cisco Unity Connection IP address, username, and password. Also enter a port number and enable a secure connection to Cisco Unity Connection.

When the tool opens, choose the Default configuration. On the left side, two tabs appear. The System tab includes the System Summary, Server, Performance, and Tools submenus. The Cisco Unity Connection tab includes the Port Monitor.

AAR and Cisco Unified SRST Issues

This topic describes voice messaging issues together with WAN backup technologies.

WAN backup technologies are in use; the wrong greeting is played:

  • Happens if AAR or Cisco Unified SRST is used in these situations:
    1. Calling to Cisco Unity Connection.
    2. Calls are forwarded to Cisco Unity Connection.
  • In AAR and Cisco Unified SRST mode, the calling number is sent as the complete phone number.
    1. For example, 408 555 1000 instead of 1000.
    2. Solution: Add alternate extensions.
  • AAR-forwarded calls to headquarters are not working.
    1. The gateway AAR CSS is missing.

When AAR and Cisco Unified SRST are used, calls are routed over the PSTN instead of being routed over the WAN. Four-digit numbers are no longer used because the PSTN expects the complete phone number or at least the subscriber number, depending on the PSTN provider.

For example, when a user presses the Messages button, the calling number is recognized as 408 555-1000 instead of 1000, which is the configured extension in Cisco Unity Connection. The user ID does not match, so the standard Opening Greeting is played. The solution is to configure alternate extensions that contain the complete phone number.

During a Call Forward, AAR might be unsuccessful. This issue happens if no AAR CSS is configured on the outgoing branch gateway. That is, the gateway has no access rights to place PSTN calls. Set the AAR CSS to a value that contains a partition with route patterns to the PSTN.

Backup technologies are in use; the wrong greeting is played:

  • Redirected calls in AAR or Cisco Unified SRST mode receive the standard opening greeting.
  • Verify that these check boxes are checked.
  • In addition, verify the interface serial configuration on the originating gateway.
interface Serial0/0/0:23
isdn outgoing ie redirecting-number
  • If the isdn outgoing display-ie command is missing, no redirected number is transmitted at the outgoing gateway.

The cause of a redirected number not being sent can be missing configuration parameters in various places.

When troubleshooting, start with the outgoing gateway. Use the debug isdn q931 command to determine which information the originating gateway sends.

        Calling Party Number i = 0x0081, '442288224001'
                Plan:ISDN, Type:International
        Called Party Number i = 0xA1, '12012012100'
                Plan:ISDN, Type:National
        Redirecting Number i = 0x000081, '4002'
                Plan:Unknown, Type:Unknown

If the redirected number is not shown at the originating gateway, verify that the router is configured to pass the information:

interface Serial0/0/0:23
isdn outgoing ie redirecting-number

For AAR calls, verify that the Redirecting Number IE Delivery—Outbound parameter is set on Cisco Unified Communications Manager in the gateway configuration.

If the originating gateway sends the redirecting number, then use the debug isdn q931 command at the terminating gateway to verify that the redirected number is received. Typically, the PSTN provider does not strip redirected numbers.

If the redirected number is shown on the terminating gateway, then the Redirecting Number IE Delivery—Inbound parameter is not set for the gateway in Cisco Unified Communications Manager.

To correct the issues, check the Display IE Delivery, Redirecting Number IE Delivery—Outbound, and Redirecting Number IE Delivery—Inbound parameters. The Display IE Delivery configuration is necessary only if calls to the PSTN must send the complete phone number and the calling name. The Redirecting Number IE Delivery parameters are required for voicemail integration.