Troubleshooting Guide for Cisco Unity Connection Release 12.x

Quick Guide to Troubleshooting

This guide provides systematic troubleshooting procedures for Cisco Unity Connection Release 12.x. Most issues can be diagnosed using diagnostic traces (Micro and Macro traces) enabled via Cisco Unity Connection Serviceability and collected using the Real-Time Monitoring Tool (RTMT) or the Command Line Interface (CLI).

Diagnostic Tools

Diagnostic Traces: Use Micro traces for specific component issues and Macro traces for general functionality areas. Enable these in Cisco Unity Connection Serviceability and collect logs via RTMT or CLI.

Real-Time Monitoring Tool (RTMT): A client-side application for monitoring system performance, device status, and collecting traces.

CLI Commands: Essential for advanced troubleshooting, including service restarts, log collection, and database queries.

Common Troubleshooting Areas

Installation and Deployment

If installation fails, verify platform and software requirements. Review install logs using CLI or RTMT. Check SELinux modes if issues persist during subscriber installation.

User and Administrator Access

If users cannot sign in, check if accounts are locked or disabled. Use the utils cuc reset password CLI command to unlock administrative accounts. Verify DTMF settings if the system does not respond to key presses.

Call Transfers and Forwarding

Ensure the forward timer in the phone system is synchronized with the Rings to Wait For setting in Unity Connection. Verify routing rules and search scope configurations.

Messaging Issues

If users hear full mailbox warnings, delete messages or remove deleted items. For undelivered messages, check the Undeliverable Messages distribution list and verify SMTP relay configurations.

Unified Messaging and Single Inbox

If Single Inbox is not working, confirm the Connection Mailbox Sync service is running. Verify firewall ports and Exchange/Office 365 authentication settings.

Networking and Directory Synchronization

For intersite or intrasite networking issues, monitor replication status using Unique Sequence Numbers (USNs). Use the Voice Network Map tool to identify replication problems.

Message Waiting Indicators (MWI)

If MWIs do not turn on/off, verify port configuration and ensure the phone system is correctly assigned. Use the Check Telephony Configuration test to diagnose port registration issues.

Audio Quality

For choppy audio or garbled recordings, check network latency, packet loss, and hard disk space. Disable Automatic Gain Control (AGC) if volume levels are inconsistent.

Notification Devices

If notifications are slow, dedicate ports exclusively for notification calls. Verify notification device settings and schedules in the Cisco Personal Communications Assistant (PCA).

Cluster Configuration

If a server stops functioning, verify the status of voice messaging ports and ensure applicable services are running on the primary server.

Voice Recognition

If voice commands are not recognized, check the grammar compilation status and adjust the Speech Confidence Threshold. Ensure the correct codec (G.711 Mu-Law) is used.

SAML SSO

If SAML SSO access fails, verify NTP synchronization between Unity Connection and the Identity Provider (IdP). Ensure the correct metadata files are uploaded.

Fax

For fax delivery issues, verify SMTP server configuration and ensure the faxable file types list is correctly configured.

Reports

If reports show no data, confirm the Connection Reports Data Harvester service is running and adjust the report data collection cycle.