Symptom: Unity Connection Visual Voicemail feature stops working after upgrading to version 12.5.SU4+ Conditions: Logs show HTTP get for the VisualVoicemail.jad file returns 301 Resource Move Permanently. If the CiscoSysLog contains the event "EvtSubAccLockedMaxHack", this This issue started back in February and I was just now made aware. b. To continue this discussion, please ask a new question. Go to Cisco Unified Communications Manager Administration > Device > Device Settings > Phone Services. When the Access Exchange Calendar and Contacts check box does not appear on the Unified Messaging Account page, use the following task list to determine the cause and to resolve the problem. When the user is getting the "Please enter a valid username and Hier finden Sie DECT Telefone, die an IP angeschlossen werden knnen oder Handsets, die ber Wifi /WLAN eine Verbindung aufbauen. Unity Connection also provides Port Status Monitor tool that you If the calendar-enabled unified messaging account connects to an Exchange server, the user has access to events only from the Exchange calendar. navigate to Telephony Integrations > Port Group. If the above CLI execution gives list of user aliases then we need to check the reason of non-zero value of status for listed users. Refer to the call controller to check the setting. Continue with Task 6.c. Connection, use the following command: Create a destination pattern that matches attempts, you can reset the password using the utils cuc reset password CLI command to unlock the account. If the message did synchronize, the problem is probably with permissions on the unified messaging services account. If the user extension is in a partition that is not a member of the If the CiscoSysLog contains the event "EvtSubAccountInactive", this the I'm running into a problem where one user's voicemail is not being relayed to his email (where he receives the .wav file recording). I'm not sure if it's Cisco Jabber, or the Cisco phone system, but the delivery of voicemail to my email inbox is an improvement to voicemail that has seriously improved voicemail technology. I know this is an older post but I just found it and it fixed my issue. The Unified Messaging Accounts page for an individual user also displays Unity Connection configuration status. confirm that Unity Connection has successfully validated the certificates for Follow the given steps for troubleshooting a Your Messages are Not Available after pressing seven: 1. Confirm that the Allow Access to Exchange Email by Using Text to Speech (TTS) check box is checked. Step 4 On the Edit Unified Messaging Account page, select Test. Step 2 Check the Turn on Diagnostic Traces check box. If a firewall is configured between the Unity Connection and Exchange servers or between Unity Connection and Active Directory domain controllers, confirm that the necessary ports are opened. 7. the user account has been locked. 7. Similarly, if the calendar-enabled unified messaging account connects to a Cisco Unified MeetingPlace server, the user has access to events only from the Cisco Unified MeetingPlace calendar. Use Microsoft EWSEditor to try to access the Exchange mailbox of a Unity Connection user using the unified messaging services account. Scan the CLI output for the Cisco HAproxy service and confirm that its status is Started. (For detailed instructions on navigate to System Settings > Advanced > Conversations. 4. If synchronization from Exchange to Unity Connection starts working for the affected user, in Unity Connection Administration, display the unified messaging service associated with the affected user (Unified Messaging > Unified Messaging Services), and select Reset. I have played around with the voicemail profile on the line setting and still no luck. 8. I have a single user in my CUCM & Unity system that is no longer receiving .mp3 audio files in her email when voicemails are left on her phone. When Unity Connection is integrated with Cisco Unified Communications Manager using SCCP, Unity Connection may not respond c. On a phone, sign in as the user who experiences the problem and access calendar information. Nothing else ch Z showed me this article today and I thought it was good. A larger number reduces the impact on the Unity Connection server while reducing the ability of the server to handle last-minute changes to the Outlook calendar data for users in a timely manner. If you are not able to log in any web application of Unity Connection, check the status of HAProxy service and Tomcat service. Session into CUE: ser int 0/0 sess 4. 2. Nothing appears on the screen. Can you help? Step 6 Sign out of Cisco Unified MeetingPlace. If single inbox is not working for all of the Unity Connection users whose mailboxes are homed on the same Exchange server, confirm that the required services are running on the Exchange servers: If the mailboxes are all homed on an Exchange 2013, Exchange 2010,Cisco Unity Connection or Exchange 2007 server, confirm that the EWS service is running on that Exchange server. a. Put your credentials in to access CUE 5. Customers Also Viewed These Support Documents. Please rate all useful post. Oft ist auch die Gebude bzw. Did you check the line itself as I had mentioned? Yes they do as they can dial the voicemail pilot with no issue. Catalyst 6000 T1/PRI and FXS gateways, DTMF relay is enabled by default. Was there a Microsoft update that caused the issue? 2022 Cisco and/or its affiliates. Diagnostic Traces in Cisco Unity Connection 10.x, Troubleshooting Personal Call Transfer Rules in Cisco Unity Connection 10.x, Overview of Cisco Unity Connection 10.x Troubleshooting, Diagnostic Traces in Cisco Unity Connection 10.x, Troubleshooting Utilities Used in Cisco Unity Connection 10.x, Troubleshooting Reports in Cisco Unity Connection 10.x, Troubleshooting Fax in Cisco Unity Connection 10.x, Troubleshooting Unified Messaging in Cisco Unity Connection 10.x, Troubleshooting Microsoft Office 365 for Unified Messaging in Cisco Unity Connection 10.x, Troubleshooting the Phone System Integration in Cisco Unity Connection 10.x, Troubleshooting Message Waiting Indicators (MWIs) in Cisco Unity Connection 10.x, Troubleshooting Audio Quality in Cisco Unity Connection 10.x, Troubleshooting Licensing in Cisco Unity Connection 10.x, Troubleshooting a Cisco Unity Connection 10.x Cluster Configuration, Troubleshooting Tenant Partitioning in Cisco Unity Connection 10.x, Troubleshooting User and Administrator Access in Cisco Unity Connection 10.x, Troubleshooting Call Transfers and Call Forwarding in Cisco Unity Connection 10.x, Troubleshooting Messages in Cisco Unity Connection 10.x, Troubleshooting IMAP Clients and ViewMail for Outlook in Cisco Unity Connection 10.x, Troubleshooting Transcription (SpeechView) in Cisco Unity Connection 10.x, Troubleshooting Searching and Addressing in Cisco Unity Connection 10.x, Troubleshooting Networking in Cisco Unity Connection 10.x, Troubleshooting Cisco Unity Connection SRSV in Unity Connection 10.x, Troubleshooting Video Greetings in Cisco Unity Connection 10.x, Troubleshooting Notification Devices in Cisco Unity Connection 10.x, Troubleshooting Non-Delivery Receipts in Cisco Unity Connection 10.x, Troubleshooting Cisco Unity Connection 10.x Conversation, Troubleshooting Voice Recognition in Cisco Unity Connection 10.x, Troubleshooting Personal Call Transfer Rules in Cisco Unity Connection 10.x, Troubleshooting SAML SSO in Cisco Unity Connection Release 10.x, Troubleshooting Personal Communication Assistant in Cisco Unity Connection 10.x, Troubleshooting the Web Inbox in Cisco Unity Connection 10.x, Troubleshooting the Connection Mini Web Inbox in Cisco Unity Connection 10.x, Troubleshooting the Media Master in Cisco Unity Connection 10.x, Troubleshooting Phone View in Cisco Unity Connection 10.x, Troubleshooting SNMP in Cisco Unity Connection 10.x, Troubleshooting Comet Notifications over SSL in Cisco Unity Connection 10.x, Troubleshooting Multi-Server Certificate in Cisco Unity Connection 10.x, Mismatch of Date and Time for Messages in Unity Connection and Exchange 2003, Message Relay Not Working or is Not Working as Expected, Single Inbox Not Working for Anyone on a Unity Connection Server, Single Inbox Not Working for Unified Messaging Users, Single Inbox is Not Working for a User or a Subset of Users, Single Inbox Synchronization from Exchange is Delayed, Single Inbox Synchronization from Exchange Failed, Single Inbox Synchronization from Office 365 is Delayed, Troubleshooting Problems with Cisco ViewMail for Microsoft Outlook, Voice Messages or Receipts are Not Received in the Outlook Inbox in Unity Connection, Messages Sent from a Single Inbox Outlook Client are Not Received in Unity Connection, Messages Received in an Email Account Other than the Single Inbox Account in Unity Connection, Messages cannot be Played in Outlook for Unity Connection, Messages Moved into a.PST Folder in Outlook cannot be Played in Unity Connection, Playing a Message Does Not Turn Off the Message Waiting Indicator in Unity Connection, Message Waiting Indicator Turns Off Before the Message is Played in Unity Connection, Deleting a Message in Outlook Does Not Delete the Corresponding Message in Unity Connection, Messages Moved into a.PST Folder in Outlook Are Deleted in Cisco Unity Connection, Troubleshooting Problems with Invalid Passwords in Unity Connection, Collecting Diagnostics from ViewMail for Outlook on the User Workstation, Collecting Diagnostics on the Unity Connection Server for Problems with Single Inbox and ViewMail for Outlook, Single Inbox is Not Working for Anyone on a Unity Connection Server, Troubleshooting Access to Emails in an External Message Store, User on the Phone Hears Invalid Selection after Pressing Seven, User on the Phone Hears Your Messages are Not Available after Pressing Seven, Testing the Unified Messaging Service to Access Emails in an External Message Store, Testing Unified Messaging Account for User to Access Email in an External Message Store, Enabling User Access to Email in an External Message Store, Users Hear Gibberish at the End or Beginning of an Email, Email Deleted by Phone is Still in the Inbox Folder (Exchange 2003 Only), Using Traces to Troubleshoot Access to Emails in an External Message Store (All Versions of Exchange), How Unified Messaging Accounts are Used for Calendar Integrations, Obtaining Unified Messaging Account Status, Test Succeeds but the Calendar Integration Still Does Not Work (Exchange2003 Only), Non-Published Meetings Do Not Appear in List of Meetings (Cisco Unified MeetingPlace Only), Meetings Do Not Appear in List of Meetings, Access Exchange Calendar and Contacts Option Not Available for Unified Messaging Accounts, Using Traces to Troubleshoot a Calendar Integration, Troubleshooting Access to Calendar Information Using Personal Call Transfer Rules, Troubleshooting the Test Button for Unified Messaging Services and Unified Messaging Accounts, Unity Connection Unable to Relay Messages section, http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/10x/security/guide/10xcucsecx/10xcucsec010.html, http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/10x/unified_messaging/guide/10xcucumgx/10xcucumg020.html#pgfId-1169917, http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/10x/unified_messaging/guide/10xcucumgx/10xcucumg020.html#pgfId-1353965, http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/10x/unified_messaging/guide/10xcucumgx/10xcucumg020.html#pgfId-1198072, http://www.cisco.com/en/US/docs/voice_ip_comm/connection/10x/release/notes/1001cucrn.html, http://www-author.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/10x/unified_messaging/guide/10xcucumgx/10xcucumg020.html#pgfId-1327705, http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/10x/administration/guide/10xcucsagx/10xcucsagappb.html, http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/10x/unified_messaging/guide/10xcucumgx/10xcucumg020.html, Testing the Unified Messaging Service to Access Emails in an External Message Store section, Testing Unified Messaging Account for User to Access Email in an External Message Store section, Enabling User Access to Email in an External Message Store section, Using Cisco Unity Connection Serviceability Traces to Troubleshoot Problems section, Test Succeeds but the Calendar Integration Still Does Not Work (Exchange 2003 Only), http://www-author.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/10x/unified_messaging/guide/10xcucumgx/10xcucumg020.html. Unity Connection uses the IMAP protocol to interact with Exchange 2003. Note You can use traces to troubleshoot issues related to accessing calendar information when using personal call transfer rules. Do the tasks in the order presented until the problem is resolved. These determines the users' voicemail settings you can configure. For more information, see the IP Communications Required by Cisco Unity Connection 10.x chapter in the Security Guide for Cisco Unity Connection Release 10.x at http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/10x/security/guide/10xcucsecx/10xcucsec010.html. Also, check on the line of the device and make sure the phone is setup to use voicemail and not set to None or whatever the default is. When users hear gibberish at the end or beginning of an email, the gibberish is part of the email formatting that Text to Speech (TTS) plays back. Related Diagnostic Traces: If the CiscoSysLog contains CiscoHAProxyServiceDown, this confirms that the Cisco HAProxy service is not running on the system, you need to restart the service. If you are using Outlook 2007 or Outlook 2003: a. The only copy of the.wav file remains on the Unity Connection server. If the message did synchronize, test with some other users who are associated with the same unified messaging service to ensure that the problem is resolved. If non-published meetings are not listed in the list of meetings, the service account that Unity Connection uses to access calendar information is not correctly configured. Select Update on Bulk Administration Tool page and upload the CSV file for updating the Display Name of all the users. PhaseServer, and PhaseServertoMonitor traces. If the Login Type field is set to Use Unity Connection Alias, the user Exchange login alias must match the Unity Connection user alias. I've also checked that his mailbox is not full. The SIP phones to have access to the voicemail via CSS right? For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Traces for Selected Problems" section of the "Troubleshooting Cisco Flashback: Back on December 9, 1906, Computer Pioneer Grace Hopper Born (Read more HERE.) Copy the Alias, First Name and Last Name information of all the users into a new CSV file. Apply the default profile to the line of the phone. Do the following tasks to confirm that the HAProxy service is running and if necessary, restart the HAProxy service. g. For more information, see the Uploading CA Public Certificates for Exchange and Active Directory Servers to the Cisco Unity Connection Server section of the Configuring Cisco Unity Connection and Microsoft Exchange for Unified Messagingchapter in the Unified Messaging Guide for Cisco Unity Connection Release 10.x at http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/10x/unified_messaging/guide/10xcucumgx/10xcucumg020.html#pgfId-1198072. Navigate to the Edit User Basics page of Cisco Unity Administration and update the Voicemail Application Access to Active to activate the inactive user account. Step1 and 8. than the Attempt Sign-In conversation. On Edit Unified Messaging Service page, enter the password again in Account Used to Access Exchange field and Save the page. 1. Do the following procedure. If the Exchange server is slow enough to respond to calendar information requests that Unity Connection times out, in Unity Connection Administration, on the System Settings > Advanced > Unified Messaging Services page, set the TTS and Calendars: Time to Wait for a Response (In Seconds) field to a value greater than 4. Test the unified messaging service that enables access to email in the external message store, and correct any errors that are reported. Step 2 On the Unified Messaging Services Configuration page, in the Calendars: Normal Calendar Caching Poll Interval (In Minutes) field, enter the length of time that Unity Connection waits between polling cycles when it caches upcoming Outlook calendar data for users who are configured for a calendar integration. Message 1 of 2 989 Views 0 Kudos Share Reply Tested with default and also with the actual voicemail profile name. 2. c. Confirm that the SSL certificates have not expired. Administration or Cisco PCA, make sure that: The username and Step 5 If the test passes successfully, select OK. Name and Last Name. Make the new profile as the default profile and reset the phone. Among the problems that the Task Execution Results page may list are the following browser errors: 401 error: Possible causes include an incorrect password for the unified messaging services account, an incorrect username, or an invalid format for the username. If the PCA password has been changed but ViewMail has not been updated, users typically see a message indicating that the invalid credentials were entered for the account when they try to use ViewMail features. No errors when pressing the button. When you select Test on the Edit Unified Messaging Account page to troubleshoot a calendar integration and all checks succeed but the calendar integration still does not work, use the following task list to determine the cause and to resolve the problem. Note By default, the Hold till transcription received option is disabled for Exchange/Office 365. When prompted to authenticate, enter the users Active Directory alias and password. accessed TUI/VUI interface for more than pre-configured number of days for user On the Exchange server, confirm that SP2 or later is installed. Some 8800 series phones may work, while 7900 do not. Password Settings page of Cisco Unity Connection If the mailboxes are all homed on one Exchange 2003 server, confirm on that Exchange server that the WebDav extensions are enabled in IIS and that the WebDav virtual directory (Exchange) is configured properly. Cheers, Mike Confirm that the Synchronize Unity Connection and Exchange Mailboxes (Single Inbox) check box is checked. Step 4 On the Edit Unified Messaging Account page, check the Access Exchange by Using Text to Speech (TTS) check box and select Save. If messages are being relayed but not as you expect, settings are probably combining in ways you had not anticipated. This allows you to determine whether the problem occurs even when Unity Connection is not involved. Check Active Directory settings on the unified messaging services account: - Confirm that the account is not locked. Navigate to Cisco Personal Communications Assistant and select Messaging Assistant. Enter the key combination to access your voicemail. Do you have a Unified Communications account set up correctly under the user in Unity? Select the class of service applied to voicemail users. For detailed instructions, see the Using Cisco Unity Connection Serviceability Traces to Troubleshoot Problems section. Customers Also Viewed These Support Documents. If Administrator changes the First name and Last Name of the user on Active Directory, then the Display that the Use DTMF KPML and Use DTMF RFC 2833 check boxes are checked. If the user moves the message back into the Outlook Inbox folder or into an Outlook folder that is synchronized with the Unity Connection Inbox folder, and: For more information, see the Synchronization With Outlook Folders section of the Configuring Cisco Unity Connection 10.x and Microsoft Exchange for Unified Messaging chapter in the Unified Messaging Guide for Cisco Unity Connection Release 10.x at http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/10x/unified_messaging/guide/10xcucumgx/10xcucumg020.html. In Cisco Unity Connection Serviceability, go to Tools > Service Management. In Cisco Unity Connection Administration, display the unified messaging account for one of the affected users, and select Reset. 12-01-2014 Step 3 On the Unified Messaging Accounts page, select the name of the applicable unified messaging account and s elect Test. Test one of the affected unified messaging accounts: a. In Unity Connection Administration, expand Unified Messaging > Unified Messaging Services > Edit Unified Messaging Service page, select Test. Hi, we have installed serveral 7861 phones at a customer site and the voicemail button doesn't work. Note When a cluster is configured, do the Unity Connection-specific tasks only on the primary (active) server. If the message did not synchronize, skip to Task 7. Your daily dose of tech news, in brief. When you get a chance don't forget to mark the question as answered for others please. b. Learn more about how Cisco is using Inclusive Language. - edited Cisco Unity Connection must be configured with dual mode (IPv4/IPv6) for IPv6 communication with Microsoft Exchange 2007, 2010, and 2013. Bonus Flashback: Back on December 9, 2006, the first-ever Swedish astronaut launched to We have some documents stored on our SharePoint site and we have 1 user that when she clicks on an Excel file, it automatically downloads to her Downloads folder. If Unity Connection synchronization to Exchange is working (for example, voice messages are synchronized to users Exchange mailboxes) but synchronization from Exchange is delayed (for example, the message waiting indicator is not turned off immediately after the last Unity Connection voice message is heard in ViewMail for Outlook), do the following tasks. Confirm that the unified messaging service is enabled and that single inbox is enabled: a. EWSEditor software and documentation are available on the Microsoft website. The 7861 phone is running sip78xx.10-2-1-12ES1 (to get around the XML error). To resolve the issue, go to Cisco Unity Connection Administration and navigate Unified Messaging > Unified Messaging Services > Edit Unified Messaging Service. Navigate to the If you are not able to resolve the issue, contact to Cisco TAC. On the System tab, locate Cisco HAProxy and view its status. On the Help menu, select Cisco ViewMail for Outlook > Email Log Files. The only other possible clue is that the user also has the jabber client, and says that when people leave voicemail's he doesn't see a notification of them in jabber for a delay of over an hour. 9. has been disabled. On the Exchange server, confirm that the Microsoft Exchange Outlook Web Access service is available. 1. If the check box is not checked, To Configure the Unity Connection Service Account (Cisco Unified MeetingPlace Only). Confirm that SSL settings are the same on all Office 365 servers, and confirm that Unity Connection settings match the Office 365 settings. I think my favorite is #5, blocking the mouse sensor - I also like the idea of adding a little picture or note, and it's short and sweet. Step 1 In Cisco Unity Connection Administration, expand Users and select Users. Monitor Output (comma-separated) text box. Cloud Voicemail replaces Exchange UM for providing voice messaging functionality for Teams and Exchange Online users. I have checked the device profile, the end user profile, and the unity subscriber profile. 06:12 PM 1. while accessing the Cisco Unity Connection web interfaces, such as Cisco PCA, the problem can be caused by either of the following: The call matched a direct call routing rule other than the 3. To resolve the issue, navigate to the Step 2 On the Edit User Basics page, on the Edit menu, select Unified Messaging Accounts. Did you check the voicemail profile has the voicemail pilot number associated to it? days>", this confirms that the user has not accessed TUI/VUI interface for Attempt Sign-In rule, and the rule directed the call to a destination other When single inbox is not working (for example, Unity Connection voice messages are not synchronized into Office 365, and messages sent from ViewMail for Outlook are not delivered), and when the problem is occurring only for the Unity Connection users whose unified messaging accounts are associated with the same unified messaging service, do the following tasks. Step 4 In the Type of User field, select System Administrator. In Unity Connection Administration, on the Unified Messaging > Unified Messaging Services > Edit Unified Messaging Service page, confirm that the Enabled check box is checked. In Cisco Unity Connection Administration, go to Unified Messaging> Unified Messaging Services and uncheck the Validate Certificates for Exchange Servers check box and select Save. Troubleshoot the problem as you would any network issue. If Exchange mailboxes for the users are all homed on the same Exchange server, confirm that the required services are running on the Exchange servers: If the mailboxes are all homed on one Exchange 2010 or Exchange 2007 server, confirm that the EWS virtual directory is running on that Exchange server. Step 3 On the Viewmail Account Settings window, change the password for the user. Enter the key combination to access your voicemail. If you configured the unified messaging service to validate certificates for Exchange servers or for Active Directory domain controllers: Confirm that the applicable certification authority certificates have been uploaded to the Unity Connection server. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. b. processing the call and to check the search scope that is set by the rule. Step 3 In the Calendars: Short Calendar Caching Poll Interval (In Minutes) field, enter the length of time that Unity Connection waits between polling cycles when it caches upcoming Outlook calendar data for calendar users who must have their calendar caches updated more frequently. To troubleshoot problems with the Cisco ViewMail for Microsoft Outlook form, you can enable diagnostics on the user workstation. Cisco Employee In response to zaheer.jahangir1 Options 11-19-2016 10:32 PM Hi Zaheer, Do the following: 1. In Unity Connection Administration, see the System Settings > SMTP Configuration > Smart Host page. Step 1 In Cisco Unity Connection Administration, expand Users, then select Users. If you configured the unified messaging service to search for Exchange servers, confirm that the Unity Connection server is configured to use DNS. Step 2 On the Edit Unified Messaging Service page, select Test. All values appear on the Edit Unified Messaging Service page. a. 03-17-2019 section. It sounds like you have a voicemail profile configured but may not have selected to forward to voicemail which is the little checkbox that is easily overlooked. Check the Active Directory settings on the unified messaging services account: 6. 2. Traces for Selected Problems, https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/11x/administration/guide/b_cucsag.html, http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html. Confirm that the certification authority certificates have not expired. Test the unified messaging account of the user who is enabled to access email in the external message store, and correct any errors that are reported. Confirm that the Exchange server is reachable from Unity Connection. later. In Cisco Unity Connection Administration, expand Class of Service and select Class of Service. This requires familiarity with PC hardware and common Office Applications in a network . Do the tasks in the order presented until the problem is resolved: 1. Administration and uncheck the (Exchange 2003 only) In Cisco Unified Operating System Administration, on the Services > Ping Configuration page, confirm that Unity Connection can ping the IP address or hostname of the Exchange server. Now make the old profile as the default profile and reset the phone again. 2. d. Regrant permissions as documented in the Creating the Unified Messaging Services Account in Active Directory and Granting Permissions for Cisco Unity Connection section of the Configuring Cisco Unity Connection and Microsoft Exchange for Unified Messaging chapter in the Unified Messaging Guide for Cisco Unity Connection Release 10.x at http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/10x/unified_messaging/guide/10xcucumgx/10xcucumg020.html#pgfId-1169917. Step 3 On the Unified Messaging Accounts page, select the name of the unified messaging service that connects to the external message store. If this is the only Unity Connection voice message that you have not heard, Unity Connection turns off the message waiting indicator. The audit log contains "Failed to Login to VMREST", this confirms that When a message is soft-deleted through IMAP, it is marked as deleted and is left in the Inbox folder. (5) Confirm that the MWI is enabled for the user. To Test the Unified Messaging Service to Access to Email in an External Message Store. The 7861 phone is running sip78xx.10-2-1-12ES1 (to get around the XML error) CUCM is 9.1.2.10000-28 It didn't work on 8.6.2.24900-17 either. Previously, someone would leave a voicemail and the Unity system would send the user a .mp3 audio file of that voicemail. 3. port group of which you want to verify the DTMF settings. Troubleshooting CiscoUnity Connection Deployments, Troubleshooting User and Administrator Access, Troubleshooting Call Transfers and Call Forwarding, Troubleshooting IMAP Clients and ViewMail for Outlook, Troubleshooting Transcription (SpeechView), Troubleshooting CiscoUnity Connection SRSV, Troubleshooting the Phone System Integration, Troubleshooting Message Waiting Indicators (MWIs), Troubleshooting Comet Notifications over SSL, Troubleshooting a CiscoUnity Connection Cluster Configuration, Troubleshooting If Unity Connection is integrated with an LDAP directory: Navigate to Cisco Unity Connection Administration and verify the following: Expand System Settings and select LDAP Directory Configuration. 1. In Cisco Unity Connection Serviceability, go to Tools > Service Management, and confirm that the service status for the Unity Connection Jetty service is Started. See the following sections for information on troubleshooting problems with calendar integrations: The following configuration principles apply to unified messaging accounts that are used for calendar integrations: Each user can access calendar information from only one unified messaging account. Confirm that the service status for the following services is Started: Unity Connection Mailbox Sync (in the Critical Services section), Unity Connection Jetty (in the Optional Services section). 401 error: Possible causes include an incorrect password for the unified messaging services account, an incorrect username, or an invalid format for the username. 7. On the Edit Unified Messaging Service page, uncheck the Validate Server Certificate check box and select Save. Use these resources to familiarize yourself with the community: Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. Step 3 Select the Unity Connection service account. Still no luck. If not, activate and start the service, then test one of the affected users. Administration, check the direct call routing rules to determine which rule is 7. This setting applies to users who have the Use Short Calendar Caching Poll Interval check box checked on their Edit User Basics page. When a user has signed in by phone, presses seven on the main menu, and is told that messages are not available, use the following task list to determine the cause and to resolve the problem. A smaller number increases the impact on the Unity Connection server while increasing the ability of the server to handle last-minute changes to the Outlook calendar data for users in a timely manner. Edit User Basics page of Cisco Unity Administration and update On the Search Port Groups page, select the 9. When Unity Connection replicates a secure voice message to Exchange, the replicated message contains only text that briefly explains secure messages; the only copy of the.wav file remains on the Unity Connection server. Unified Messaging (UM) in Exchange Online has been retired. You can use traces to troubleshoot access to emails in an external message store. b. 02:27 PM Phones unable to register Users getting "kicked out" of Finesse Users complaining of one-way sound Also looking to maximize the system to the fullest. reaches the Attempt Sign-In conversation to identify which user is attempting Ping the server to which the unified messaging service connects using the value in the Server field on the Unified Messaging> Unified Messaging Services> if you select Specify an Exchange Server check box, enter the IP address or hostname of the Exchange 2003 server. Check Active Directory settings on the unified messaging services account: Confirm that the account is not locked. Trying to think of why the button itself wouldn't do anything since all others are working. If the audit logs contains "User with alias marked Configure Voicemail to Email (via SMTP Relay or Office 365) BE4000 provides you the "Voicemail to Email" functionality, wherein the voicemail that is received by your extension is sent as an email attachment to your registered email address. Note Increasing the value of TTS and Calendars: Time to Wait for a Response (In Seconds) may result in delays when accessing calendar information. In Unity Connection Administration, on the Users > Unified Messaging Accounts page for the user, confirm that Unity Connection is configured to use the correct Exchange email address. The phone model 7861 is SIP. 01:09 AM. At a command line on the Exchange server, run the following command to telnet from the Exchange server to the Unity Connection server (confirm that port 7080 is open in the firewall, if applicable): telnet < IP address of the Unity Connection server > 7080. the IP address of the local machine, that is being used to connect to the If you chose to specify an Exchange Server on the Unified Messaging > Unified Messaging Services page, for , enter the value of the Exchange Server. I've checked that the smart host settings are correct in Unity, and that the user's Message Actions are set to "Accept and Relay", and that the email address is correct. Step 3 In the Task Execution Results window, refer to the list of issues and recommendations and do the applicable troubleshooting steps. Confirm that the system clocks on the Unity Connection and Exchange servers are both correct. Select Email Log Files, and send the resulting message with logs attached to an email address. I found the problem..all other phones have the voicemail profile set to which uses the default, these phones needed to have a specific profile selected, Actually on this SIP models and also on 8851 voicemail key doesnt work until it has a message, leave a message on that DN and try the key it should work if VM profile its correctly configured. If the audit logs contains "User with userName is 4. Copy the current "default" profile and make a new profile. c. Confirm that the Exchange server is set up to support basic authentication for IMAP4. When a message is soft-deleted through MAPI, it is moved to the Deleted Items folder. -UCCX script modification and creation -Voicemail setup and troubleshooting -Monitoring of all. If you created an Exchange 2010 mailbox for the unified messaging services account, and if Exchange mailboxes for the affected users were moved from one Exchange 2003 mailbox store to another, delete the Exchange 2010 mailbox. c. Switch the Username and Password fields back to the values for the unified messaging services account. Edit User Basics > For more information, see the Confirming Exchange Authentication and SSL Settings for Cisco Unity Connection section of the Configuring Cisco Unity Connection and Microsoft Exchange for Unified Messaging chapter in the Unified Messaging Guide for Cisco Unity Connection Release 10.x at http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/10x/unified_messaging/guide/10xcucumgx/10xcucumg020.html#pgfId-1353965. pre-configured number of days for user inactivity timeout and the user account - edited Step 1 In Cisco Unity Connection Administration, expand Users and select Users. Does anyone know why voicemail wouldn't pick up? 1. 2. If single inbox is not working for all of the Unity Connection users whose mailboxes are homed on the same Exchange server, and if you are using HTTPS as the web-based protocol, confirm that SSL is properly configured: In Unity Connection Administration, uncheck the Validate Certificates for Exchange Servers check box, and determine whether single inbox is now working. If you configure the profile for Cisco Unified MeetingPlace with an email type of Exchange, meeting requests appear on the Outlook calendar of the user. Select the applicable LDAP directory configuration. Navigate to Edit User Basics > Password Settings page of Cisco Unity Connection Administration and uncheck the Locked by Administrator check box to unlock the user account. The account was set up correctly and the email address spelled right. Exchange 2003 handles messages that are soft-deleted via IMAP differently than those that are soft-deleted using the MAPI protocol. (If DNS is configured, you can also specify the fully qualified domain name of the smart host.) inactivity timeout and the user account has been disabled. When a user calls Unity Connection directly and unexpectedly On the Conversation Configuration page, make In the Critical Services section, confirm that the service status for the Unity Connection Mailbox Sync service is Started. The voicemail profile does have the voicemail pilot number associated to it. If Unity Connection synchronization to Office 365 is working (for example, voice messages are synchronized to users Exchange mailboxes) but synchronization from Office 365 is delayed (for example, the message waiting indicator is not turned off immediately after the last Unity Connection voice message is heard in ViewMail for Outlook), do the following tasks. If you upgraded from Cisco Unity, if you migrated messages, and if the Cisco Unity server was configured as unified messaging, note the following: If you have enabled the Outlook option Mark Items as Read When Viewed in the Reading Pane, the message is marked as read as soon as you select it in the Outlook inbox. In Unity Connection Administration, on the Users > Edit User Basics > Unified Messaging Accounts page, select Test. 403 error: SSL is required in Office 365, but the public certificates from the certification authority (CA) that signed the certificates on the Office 365 servers have not been uploaded to the Unity Connection server. In the Messaging Assistant tab, select Personal Options and enable the Hold till transcription received option. Step 2 On the Edit User Basics page, in the Edit menu, select Unified Messaging Accounts. 3. 7900 series uses java midlet. valid credentials. the Has anyone encountered a similar problem? For more information, see Set up Cloud Voicemail. It's just a blank key. Note Updating the value of "status" as zero is just a work around and we must investigate the reason of status getting changed. When a user hears Connection VMWS", this confirms that the user has exceeded the maximum number If the unified messaging service is configured for SSL and the Validate Certificates for Exchange Servers check box is checked, determine whether certificate validation is causing the problem. In Unity Connection Administration, on the Users > Unified Messaging Accounts page for the user, confirm that the user is associated with a unified messaging service on which single inbox is enabled. 6. e. In Unity Connection Administration, on the System Settings > Unified Messaging Services > Edit Unified Messaging Services page, check the Validate Server Certificate check box and select Save. Send the user a Unity Connection voice message, and determine whether the voice message synchronized to Exchange. When a user is getting the "Account has been disabled" error message Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. f. Confirm that Exchange authentication and SSL settings are the same on all Exchange servers, and confirm that Unity Connection settings match the Exchange settings. If Cisco Unified MeetingPlace meetings are scheduled through the user web interface for these applications, the scheduled meetings do not appear on the Outlook calendar of the user. To update the Display Name of the users through BAT, do the following: On Cisco Unity Connection Administration, navigate Tools > Bulk Administration Tool. 6. Confirm that the SSL certificates have not expired. Unity Connection" chapter. a. For , enter the email address that the users unified messaging account is using. Step 3 On the Unified Messaging Accounts page, select the name of the applicable unified messaging service account. It must be a simple config issue somewhere but can't seem to find it!! a. b. For help please contact If the user moves a secure message to an Outlook folder that is not synchronized with the Unity Connection Inbox folder, the only copy of the voice message is moved to the deleted items folder in Unity Connection, and the message can no longer be played in Outlook. Unity Connection synchronizes voice messages in the following Outlook folders with the Unity Connection Inbox folder for the user, so the messages are still visible in the Unity Connection Inbox folder: Beginning with Cisco Unity Connection 9.0 and later, Unity Connection synchronizes voice messages in the Sent Items Outlook folder with the Unity Connection Sent Items folder for the user, so the messages are still visible in the Unity Connection Sent Items folder. On the primary server, in Cisco Unity Connection Serviceability, go to Tools > Service Management, and confirm that the service status for the following services is Started: See the following sections for information on troubleshooting problems with accessing emails in an external message store: When a user has signed in by phone, presses seven on the main menu, and is told that the selection is invalid, the unified messaging service account for the user is not enabled for access to email in the external message store. In Cisco Unity Connection Administration, browse to the Unified Messaging > Unified Messaging Services page, and select the unified messaging service associated with the unified messaging account that you are testing. I've confirmed with other users and a test account that the feature in general is working. Nadeem Thanks! 9. From the customer view in https://admin.webex.com, select Calling under Services. Common options are *98 or *99. user account has been disabled. Voicemail Application Access to the Cisco UnifiedCM voicemail port numbers. Learn more about how Cisco is using Inclusive Language. for troubleshooting issues, do the following: Download and install Port Status Monitor For detailed instructions, see the Using Cisco Unity Connection Serviceability Traces to Troubleshoot Problems section. The voicemail profile should be applied to the line above the CSS. dial-peers servicing Unity Connection. Active to activate the inactive user account. If HAProxy service is not started, then restart the service using the CLI command utils service restart Cisco HAProxy. When you select Test on the Edit Unified Messaging Account page to troubleshoot a calendar integration and all checks succeed except for the last check (which fails with the message The system failed to perform a typical calendar operation), use the following task list to determine the cause and to resolve the problem. To avoid Discovered they have a weird split domain email address, one domain works and the other doesn't, I don't have control over the email side of things but changing to their other email address did the trick. The default voicemail IP is 10.1.10.1. In such situations, DTMF digits are not recognized when processed through VoIP dial-peer gateways. If messages are disappearing, see the Unity Connection Unable to Relay Messages section. 5. If the audit logs contains "Failed to Login to Cisco Unity Confirm that SSL certificates have been uploaded to the Unity Connection server. Certificate Errors check box is checked. Help pls :). It is working on all other models of phone. In Unity Connection Administration, on the Users > Edit User Basics > Unified Messaging Accounts page, select Test. Confirm that the meetings appear on the Outlook calendar of the user. Step 4 In the Task Execution Results window, refer to the list of issues and recommendations and do the applicable troubleshooting steps. If the users Exchange mailbox is homed on a new Exchange server, confirm that the unified messaging services account has the permissions necessary to access the server. 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