Troubleshooting Cisco Unity Connection

Troubleshooting Cisco Unity
Connection
BRKUCC-1900
Bryan Shapess
2
Agenda
• Troubleshooting Methodology
• Troubleshooting Tools
• CUC Traces
• Case Studies
– Message Waiting Indicator
– Visual Voicemail
– Single Inbox Message Delivery
• Note: Versions used for this presentation are Unity Connection 9.1.
BRKUCC-1900 © 2014 Cisco and/or its affiliates. All rights reserved. Cisco Public 3
Troubleshooting Methodology
Where Does Unity Connection Fit?
• Unity Connection Integrates with:
– CUCM via SIP or SCCP
– Third party PBX via PIMG/TIMG
• Can optionally use External LDAP Directory
• Can optionally store copy of messages in External Message Store
Message Unity
Store Directory
Telephony
(CUCM, SIP, PIMG)
Start by Gathering Information
• Detailed problem description
– Exact time (last week, yesterday, this morning around 9:00)
– What was the user doing? (What options did the user select or what digits were
entered?)
– What did the user hear?
– What did the user expect to happen?
• Determine frequency
– Is it reproducible?
– How often does it occur?
– Is there a Pattern?
• Isolate separate issues and prioritize
Examine Available Information
• Use tools such as the application syslog to search for errors

• Gather and examine traces
Prepare for Next Occurrence
• Configure macro and/or micro traces
• Notify user(s) of what information to capture
– Time of issue
– What they were trying to do
– Digits entered
– Recording(s) heard
• Be prepared to collect traces
Troubleshooting Tools
Troubleshooting Tools
• Remote Port Status Monitor
• Cisco Utilities Data Link for Informix (CUDLI)
• Real Time Monitoring Tool (RTMT)
• Packet Capture
• EWS Editor
Remote Port Status Monitor
• Available on
CiscoUnityTools.com
• Alternates color with
each new call
Cisco Utilities Data Link for Informix (CUDLI)
• Found on www.ciscounitytools.com
• Read-only access to UnityDirDB, UnityRptDB, UnityDynDB and UnityMBX1DB
• Provides additional information on tables and columns within those tables
CUDLI: Column Info
CUDLI: Mouse Over for More Information
CUDLI: Options
CUDLI: Search
CUDLI: Search
Search Results
CUDLI: Has a Built-In Query Builder
RTMT
• Downloaded from Cisco Unity Connection Administration  System Settings 
Plug-ins
• Provides performance monitoring data (CPU, memory, disk usage, etc.)
• Provides alerting capabilities
• Syslog Viewer provides logging information for the server similar to Windows
Event Viewer
• Trace and Log Central is used to collect trace files
Syslog Viewer Sample
Syslog Viewer Sample
RTMT: Collect Files
Select services as
needed.
• Found under Trace &

Log Central -> Collect
Files
• Refer to macro or micro
trace table in
troubleshooting guide for
traces to retrieve
RTMT: Collect Files Cont’d
RTMT: Collect Files
• Select Date/Time Range
• Specify the Download File Directory
• Select if you want to Zip Files
RTMT: Scheduled Trace Collection
• Same look as manual

Trace Collection
• Allows for Automatic
Trace Collection
Packet Capture
Why would you use a packet capture?
• To see packet headers and payload
• Help diagnose issues when traces don’t seem to help
• Provide product neutral data
• Make sure packets are making it to intended destination
Packet Capture
• Built-in to Unity Connection admin cli
• Syntax:
– utils network capture [page] [numeric] [file fname] [count num] [size bytes] [src
addr] [dest addr] [port num] [host protocol addr]
• Example syntax to capture SMTP traffic to a file called CUC.cap:

– utils network capture file CUC count 100000 size all port 25
• When finished press <ctrl> + c to stop capture
Packet Capture
• Can download packet
capture from RTMT or
from CLI
• Must analyze packet
capture in 3rd party
tool
Packet Capture
• To view available capture files from CLI
admin:file list activelog platform/cli
cuc.cap
dir count = 0, file count = 1
• To download capture file from CLI

admin:file get activelog platform/cli/cuc.cap
Please wait while the system is gathering files info ...done.
Sub-directories were not traversed.
Number of files affected: 1
Total size in Bytes: 1668
Total size in Kbytes: 1.6289062
Would you like to proceed [y/n]?
Packet Capture
Wireshark
EWS Editor
• A Microsoft tool which simulates the EWS connection to Exchange
• Helps diagnose Unity Connection single inbox connection issues to Exchange
• https://ewseditor.codeplex.com/
• Not TAC supported
EWS Editor
• Service URL:
– http(s)://<Exchange CAS
Server>/EWS/Exchange.asmx
• Requested Exchange Version:
– Exchange2007_SP1
• Credentials:
– Same credentials entered in CUC for
Unified Messaging Service
• Impersonation:
– Email Address of user’s mailbox
EWS Editor
• Will receive this error if you
are:
– Using self signed certificate on
Exchange
– Don’t have root certificate
trusted on workstation
EWS Editor
EWS Editor
CUC Traces
Macro Traces: Unity Connection
• A collection of preselected micro
traces
• Used to troubleshoot general areas
of functionality
Select area where

you need traces
Micro Traces: Unity Connection
• Have to select one micro trace
grouping at a time
• Used for more in depth
troubleshooting
Select
Component
Micro Traces: Unity Connection
Check
Individual
Tracing Levels
What Traces Should I Enable?
• Diagnostic Traces section in Troubleshooting Guide -
http://www.cisco.com/en/US/docs/voice_ip_comm/connection/9x/troubleshooting
/guide/9xcuctsg010.html
What Traces Should I Enable?
• When in doubt enable the following
Macro Traces:
– Call Flow Diagnostics
– Call Control (Miu) Traces
– Conversation Traces
• Collect Traces from RTMT:
– Connection Conversation Manager
Unity Connection Traces
• UC traces end with extension .uc
• Plain text
• Format:
– 16:13:57.240 |29183,CUCM-SIP-1-
002,EE862E7085FA47719E2349568CBE8332,CDE,1,aDtmfAccessId = 1008
UC Trace Deciphered
• Format is:
• Time | Thread, Port, Call GUID, Component, Level, Function or Process
• Trace shows:
–16:13:57.240 |29183,CUCM-SIP-1-
• Event occurred at 4:13 PM
UC Trace Deciphered
• Format is:
• Trace shows:
–16:13:57.240 |29183,CUCM-SIP-1-
• This process uses thread 29183
UC Trace Deciphered
• Format is:
• Trace shows:
–16:13:57.240 |29183,CUCM-SIP-1-
• Call involved Port 2 on Port Group CUCM-SIP-1
UC Trace Deciphered
• Format is:
• Trace shows:
– 16:13:57.240 |29183,CUCM-SIP-1-
• The Call GUID is a unique identifier; using a grep tool, you can filter all
associated traces for this call
UC Trace Deciphered
• Format is:
• Date Time | Thread, Port, Call GUID, Component, Level, Function or Process
• Trace shows:
–16:13:57.240 |29183,CUCM-SIP-1-
• Low Level (1) Conversation Engine (CDE) trace
UC Trace Deciphered
• Format is:
• Date Time | Thread, Port, Call GUID, Component, Level, Function or Process
• Trace shows:
–16:13:57.240 |29183,CUCM-SIP-1-
• The DTMF Access ID (extension) is 1008. This happens to be the calling
number for this call.
Case Studies
53
Case Study 1 – MWI Failure
• Problem Description:
– A user reports that the red light on the phone is off but when they called Unity
Connection it said they had a new message
• What trace to enable?
– Macro Traces
• Call Control (Miu) Traces
• Traces for MWI problems
• What traces to retrieve?

– Connection Notifier
• Open diag_CuNotifier and search for Failed.
14:43:58.086 |24630,,,Notifier,12,Bryan Shapess: MWI (ON) failed. Details=Failed

MWI [user='Bryan Shapess' extension='1000' type=MWI_ON mwiType=0=Port
phoneSystem=CUCM-SIP (bd22ed0b-83ce-4871-a67f-ac3c530ad233)] Error=No
MWI ports on switch
View with list

of phone
systems
Phone
Systems with
port count
View with
subscribers’
and their
phone system
• Change phone system to proper phone system.
Case Study 2 – Visual Voicemail Failure
When trying to play a message using Visual Voicemail you receive an error “No Line
Available To Play Message”. Issue happened around 8:55pm
• What trace to enable?
– Macro Traces
• Call Control (Miu) Traces
– Micro Traces
• VMWS (All)
– Phone Service debug logging
– CallManager Detailed traces

– Connection Tomcat Application
– Cisco Tomcat (Second Page)
– Phone Console Logs
– CallManager Detailed SDI Logs
• Set Phone Service VisualVoicemail log_level to debug
• Collect console logs from phone web page
• Find calls to Reverse Trap Number
• Locate call which matches time user experienced problem
• Failure caused by defect CSCuj81059
– Symptom:
• On RT phones, having phone firmware 9.2.2 onwards, when line having a busy line/shared line the
VVM does not play and gives the following error: "No line available to play message“
– Resolved:
• 8.6.2SU4
• 9.1.2ES27
Case Study 3 – Single Inbox Failure
A user reports that when they get a new message it doesn’t show up in their Outlook
Inbox
• What traces to enable?
– Macro: Single Inbox Trace
– Micro: EWS (All)
– Connection Mailbox Sync
• Open trace file CuMbxSync
• Check Exchange for users whose mailbox is over quota
• To better understand single inbox messages, review single inbox annotated logs
• http://www.ciscounitytools.com/Training/Connection/CUC8_5.html
Complete Your Online Session Evaluation
• Give us your feedback and you
could win fabulous prizes. Winners
announced daily.
• Complete your session evaluation
through the Cisco Live mobile app
or visit one of the interactive kiosks
located throughout the convention
center.
Don’t forget: Cisco Live sessions will be available

for viewing on-demand after the event at
CiscoLive.com/Online
Continue Your Education
• Demos in the Cisco Campus
• Walk-in Self-Paced Labs
• Table Topics
• Meet the Engineer 1:1 meetings

Troubleshooting Cisco Unity Connection

Diunggah oleh

Informasi Dokumen

Hak Cipta

Format Tersedia

Bagikan dokumen Ini

Bagikan atau Tanam Dokumen

Opsi Berbagi

Apakah menurut Anda dokumen ini bermanfaat?

Apakah konten ini tidak pantas?

Hak Cipta:

Format Tersedia

Troubleshooting Cisco Unity Connection

Diunggah oleh

Hak Cipta:

Format Tersedia

Troubleshooting Cisco Unity

• Use tools such as the application syslog to search for errors

• Found under Trace &

• Same look as manual

• Example syntax to capture SMTP traffic to a file called CUC.cap:

• When finished press <ctrl> + c to stop capture

• To download capture file from CLI

Select area where

• What traces to retrieve?

14:43:58.086 |24630,,,Notifier,12,Bryan Shapess: MWI (ON) failed. Details=Failed

View with list

• What traces to retrieve?

Don’t forget: Cisco Live sessions will be available

Anda mungkin juga menyukai