Troubleshooting Guide for Cisco Unity Connection Release 7.x - Cisco Unity Connection Cluster Configuration [Cisco Unity Connection]

Table Of Contents

Cisco Unity Connection Cluster Configuration

One Server Is Not Functioning and the Remaining Server Does Not Handle Calls

Verifying the Status of the Voice Messaging Ports in Cisco Unity Connection Serviceability

Verifying the Voice Messaging Ports Assignments for the Phone System Integration

Confirming That the Voice Messaging Ports Are Registered (SCCP Integrations Only)

Both Servers Have Primary Server Status

Cisco Unity Connection Cluster Is Not Functioning Correctly

Confirming That the Applicable Services Are Running on the Server with Primary Server Status

Confirming That the Applicable Services Are Running on Both Servers

Server Cannot Be Added to the Cisco Unity Connection Cluster

Cannot Access Alert Logs When the Publisher Server Is Not Functioning

Cisco Unity Connection Cluster Configuration

See the following sections:

•One Server Is Not Functioning and the Remaining Server Does Not Handle Calls

•Both Servers Have Primary Server Status

•Cisco Unity Connection Cluster Is Not Functioning Correctly

•Server Cannot Be Added to the Cisco Unity Connection Cluster

Note The Cisco Unity Connection cluster feature is not supported for use with Cisco Unified Communications Manager Business Edition. Requirements for the Connection cluster feature are available in the "Requirements for a Cisco Unity Connection Cluster" section of System Requirements for Cisco Unity Connection Release 7.x.

One Server Is Not Functioning and the Remaining Server Does Not Handle Calls

When one Cisco Unity Connection server in a Connection cluster is not functioning (for example, when the subscriber server is undergoing maintenance) and the remaining server does not answer calls or send MWI requests, use the following task list to determine the cause and to resolve the problem.

Task List for Troubleshooting When One Server Is Not Functioning and the Remaining Server Does Not Handle Calls

1. Verify the status of the voice messaging ports in Cisco Unity Connection Serviceability. See the "Verifying the Status of the Voice Messaging Ports in Cisco Unity Connection Serviceability" section.

2. Verify the voice messaging port assignments for the phone system integration. See the "Verifying the Voice Messaging Ports Assignments for the Phone System Integration" section.

3. For SCCP integrations, confirm that the voice messaging ports are registered with the Cisco Unified CM server. See the "Confirming That the Voice Messaging Ports Are Registered (SCCP Integrations Only)" section.

4. Enable the SRM micro trace (all levels) in Cisco Unity Connection Serviceability. For detailed instructions on enabling the micro trace and viewing the trace logs, see the "Using Cisco Unity Connection Serviceability Traces to Troubleshoot Problems" section on page 1-9.

Verifying the Status of the Voice Messaging Ports in Cisco Unity Connection Serviceability

Do the following procedure.

To Verify the Status of the Voice Messaging Ports in Cisco Unity Connection Serviceability

Step 1 In Cisco Unity Connection Serviceability, on the Tools menu, click Cluster Management.

Step 2 On the Cluster Management page under Port Manager, verify the following for the server that should be handling calls:

•In the Total Ports column, the number of ports that is listed is correct.

•In the Change Port Status column, the Stop Taking Calls button appears. If the Take Calls button appears, click Take Calls.

Verifying the Voice Messaging Ports Assignments for the Phone System Integration

Do the following procedure.

To Verify the Voice Messaging Port Assignments for the Phone System Integration

Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then click Phone System.

Step 2 In the Related Links list, click Check Telephony Integration and click Go.

The Task Execution Results displays one or more messages with troubleshooting steps.

Step 3 Follow the steps for correcting the problems.

Step 4 Repeat Step 2 through Step 3 until the Task Execution Results displays no problems.

Confirming That the Voice Messaging Ports Are Registered (SCCP Integrations Only)

For Cisco Unified CM SCCP integrations, do the following procedure.

To Confirm That the Voice Messaging Ports Are Registered (SCCP Integrations Only)

Step 1 In Cisco Unified CM Administration, on the Voice Mail menu, click Voice Mail Port.

Step 2 On the Find and List Voice Mail Ports page, click Find.

Step 3 In the Status column, confirm that all ports show the status of "Registered with <server name>."

Both Servers Have Primary Server Status

Use the troubleshooting information in this section if both servers in the Cisco Unity Connection cluster have Primary server status (a "split brain" condition). See the following possible causes:

•The network is not functioning or is preventing the publisher and subscriber servers from communicating with each other.

The solution is to restore the network connection so that the publisher and subscriber servers can communicate.

•The host name for the subscriber server was changed and is not entered correctly on the System Settings > Cluster page of the publisher server.

The solution is to enter the correct host name of the subscriber server on the System Settings > Cluster page of the publisher server.

Cisco Unity Connection Cluster Is Not Functioning Correctly

When a Cisco Unity Connection cluster is not functioning correctly (for example, server status does not change when expected), use the following task list to determine the cause and to resolve the problem. Do the tasks in the order presented until the problem is resolved.

Task List for Troubleshooting a Cisco Unity Connection Cluster That Is Not Functioning Correctly

1. Confirm that the applicable services are running on the server with primary server status. See the "Confirming That the Applicable Services Are Running on the Server with Primary Server Status" section.

2. Confirm that the applicable services are running on both servers. See the "Confirming That the Applicable Services Are Running on Both Servers" section.

3. Use traces to troubleshoot the Connection cluster. For detailed instructions on enabling the applicable traces and viewing the trace logs, see the "Traces in Cisco Unity Connection Serviceability" section on page 1-1.

Confirming That the Applicable Services Are Running on the Server with Primary Server Status

Do the following procedure.

To Confirm That the Applicable Services Are Running on the Server with Primary Server Status

Step 1 In Cisco Unity Connection Serviceability, on the Tools menu, click Service Management.

Step 2 On the Control Center - Feature Services page, under Critical Services, confirm that the following services have the Started service status:

•Connection Message Transfer Agent

•Connection Notifier

Step 3 If the services have the Stopped service status, click Start.

Confirming That the Applicable Services Are Running on Both Servers

Do the following procedure.

To Confirm That the Applicable Services Are Running on Both Servers

Step 1 In Cisco Unity Connection Serviceability, on the Tools menu, click Service Management.

Step 2 On the Control Center - Feature Services page, under Status Only Services, confirm that the Connection Server Role Manager service has the Started service status.

The services in the Status Only Services section cannot be started in Cisco Unity Connection Serviceability. You must use the command line interface (CLI) to start or stop these services. For information on the CLI, see the Command Line Interface Reference Guide for Cisco Unified Communications Solutions Release 7.0(1) at http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.

Step 3 Under Critical Services, check the service status for the following services:

•Connection Conversation Manager

•Connection Mixer

If the services have the Started service status, skip to Step 4. If the services have the Stopped service status, click Start.

Step 4 Under Base Services, check the service status for the Connection DB Event Publisher service.

If the service has the Started service status, skip to Step 5. If the service has the Stopped service status, click Start.

Step 5 Under Optional Services, check the service status for the following services:

•Connection File Syncer

•Connection IMAP Server

•Connection SMTP Server

If the service has the Stopped service status, click Start.

Server Cannot Be Added to the Cisco Unity Connection Cluster

Use the troubleshooting information in this section if the Add New button is disabled on the System Settings > Cluster page so that you cannot add a server to the Cisco Unity Connection cluster. See the following possible reasons why the Connection cluster feature is not available:

•Connection is installed as Cisco Unified Communications Manager Business Edition (CMBE), which does not support the Connection cluster feature. See the "Requirements for a Cisco Unity Connection Cluster" section of System Requirements for Cisco Unity Connection Release 7.x.

•The size of the hard disc on the publisher server is inadequate for supporting the Connection cluster feature. Both servers in a Connection cluster must meet the specifications in the Cisco Unity Connection Supported Platforms List at http://www.cisco.com/en/US/products/ps6509/products_data_sheets_list.html.

•The number of servers in the Connection cluster is the maximum that is supported. No more servers can be added to the Connection cluster. For information on replacing Connection servers in a Connection cluster, see the "Replacing Cisco Unity Connection 7.x Servers" chapter of the Reconfiguration and Upgrade Guide for Cisco Unity Connection Release 7.x.

Cannot Access Alert Logs When the Publisher Server Is Not Functioning

When the publisher server is not functioning and you cannot access the alert logs from the subscriber server, you must specify the subscriber server as the failover collector. Do the following procedure.

To Enable the Subscriber Server to Access the Alert Logs When the Publisher Server Is Not Functioning

Step 1 On the publisher server, in Cisco Unity Connection Administration, expand System Settings, then click Service Parameters.

Step 2 On the Service Parameters page, in the Server field, click the publisher server.

Step 3 In the Service field, click Cisco AMC Service.

Step 4 In the Failover Collector field, click the subscriber server.

Step 5 Click Save.

Step 6 In the navigation list, click Cisco Unified Serviceability and click Go.

Step 7 In Cisco Unified Serviceability, in the Tools menu, click Control Center - Network Services.

Step 8 In the Server field, click the subscriber server and click Go.

Step 9 Under Performance and Monitoring, click Cisco AMC Service and click Restart.

Step 10 When prompted to confirm that you want to restart the service, click OK.

	Troubleshooting Guide for Cisco Unity Connection Release 7.x
	Cisco Unity Connection Cluster Configuration
Troubleshooting Guide for Cisco Unity Connection Release 7.x Index Preface Diagnostic Traces Utilities Reports Fax External Services (External Message Store, Calendar Integrations, Calendar Information for PCTRs) Phone System Integration Message Waiting Indicators (MWIs) Audio Quality Licensing Cisco Unity Connection Cluster Configuration User and Administrator Access Call Transfers Messages IMAP Clients and ViewMail for Outlook Searching and Addressing Networking Notification Devices Non-Delivery Receipts Cisco Unity Connection Conversation Voice Recognition Personal Call Transfer Rules Cisco Personal Communications Assistant (PCA) Media Master Phone View SNMP	Download this chapter Cisco Unity Connection Cluster Configuration Download the complete book PDF Version of the Entire Guide (PDF - 1 MB) Feedback Table Of Contents Cisco Unity Connection Cluster Configuration One Server Is Not Functioning and the Remaining Server Does Not Handle Calls Verifying the Status of the Voice Messaging Ports in Cisco Unity Connection Serviceability Verifying the Voice Messaging Ports Assignments for the Phone System Integration Confirming That the Voice Messaging Ports Are Registered (SCCP Integrations Only) Both Servers Have Primary Server Status Cisco Unity Connection Cluster Is Not Functioning Correctly Confirming That the Applicable Services Are Running on the Server with Primary Server Status Confirming That the Applicable Services Are Running on Both Servers Server Cannot Be Added to the Cisco Unity Connection Cluster Cannot Access Alert Logs When the Publisher Server Is Not Functioning Cisco Unity Connection Cluster Configuration See the following sections: •One Server Is Not Functioning and the Remaining Server Does Not Handle Calls •Both Servers Have Primary Server Status •Cisco Unity Connection Cluster Is Not Functioning Correctly •Server Cannot Be Added to the Cisco Unity Connection Cluster Note The Cisco Unity Connection cluster feature is not supported for use with Cisco Unified Communications Manager Business Edition. Requirements for the Connection cluster feature are available in the "Requirements for a Cisco Unity Connection Cluster" section of System Requirements for Cisco Unity Connection Release 7.x. One Server Is Not Functioning and the Remaining Server Does Not Handle Calls When one Cisco Unity Connection server in a Connection cluster is not functioning (for example, when the subscriber server is undergoing maintenance) and the remaining server does not answer calls or send MWI requests, use the following task list to determine the cause and to resolve the problem. Task List for Troubleshooting When One Server Is Not Functioning and the Remaining Server Does Not Handle Calls 1. Verify the status of the voice messaging ports in Cisco Unity Connection Serviceability. See the "Verifying the Status of the Voice Messaging Ports in Cisco Unity Connection Serviceability" section. 2. Verify the voice messaging port assignments for the phone system integration. See the "Verifying the Voice Messaging Ports Assignments for the Phone System Integration" section. 3. For SCCP integrations, confirm that the voice messaging ports are registered with the Cisco Unified CM server. See the "Confirming That the Voice Messaging Ports Are Registered (SCCP Integrations Only)" section. 4. Enable the SRM micro trace (all levels) in Cisco Unity Connection Serviceability. For detailed instructions on enabling the micro trace and viewing the trace logs, see the "Using Cisco Unity Connection Serviceability Traces to Troubleshoot Problems" section on page 1-9. Verifying the Status of the Voice Messaging Ports in Cisco Unity Connection Serviceability Do the following procedure. To Verify the Status of the Voice Messaging Ports in Cisco Unity Connection Serviceability Step 1 In Cisco Unity Connection Serviceability, on the Tools menu, click Cluster Management. Step 2 On the Cluster Management page under Port Manager, verify the following for the server that should be handling calls: •In the Total Ports column, the number of ports that is listed is correct. •In the Change Port Status column, the Stop Taking Calls button appears. If the Take Calls button appears, click Take Calls. Verifying the Voice Messaging Ports Assignments for the Phone System Integration Do the following procedure. To Verify the Voice Messaging Port Assignments for the Phone System Integration Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then click Phone System. Step 2 In the Related Links list, click Check Telephony Integration and click Go. The Task Execution Results displays one or more messages with troubleshooting steps. Step 3 Follow the steps for correcting the problems. Step 4 Repeat Step 2 through Step 3 until the Task Execution Results displays no problems. Confirming That the Voice Messaging Ports Are Registered (SCCP Integrations Only) For Cisco Unified CM SCCP integrations, do the following procedure. To Confirm That the Voice Messaging Ports Are Registered (SCCP Integrations Only) Step 1 In Cisco Unified CM Administration, on the Voice Mail menu, click Voice Mail Port. Step 2 On the Find and List Voice Mail Ports page, click Find. Step 3 In the Status column, confirm that all ports show the status of "Registered with <server name>." Both Servers Have Primary Server Status Use the troubleshooting information in this section if both servers in the Cisco Unity Connection cluster have Primary server status (a "split brain" condition). See the following possible causes: •The network is not functioning or is preventing the publisher and subscriber servers from communicating with each other. The solution is to restore the network connection so that the publisher and subscriber servers can communicate. •The host name for the subscriber server was changed and is not entered correctly on the System Settings > Cluster page of the publisher server. The solution is to enter the correct host name of the subscriber server on the System Settings > Cluster page of the publisher server. Cisco Unity Connection Cluster Is Not Functioning Correctly When a Cisco Unity Connection cluster is not functioning correctly (for example, server status does not change when expected), use the following task list to determine the cause and to resolve the problem. Do the tasks in the order presented until the problem is resolved. Task List for Troubleshooting a Cisco Unity Connection Cluster That Is Not Functioning Correctly 1. Confirm that the applicable services are running on the server with primary server status. See the "Confirming That the Applicable Services Are Running on the Server with Primary Server Status" section. 2. Confirm that the applicable services are running on both servers. See the "Confirming That the Applicable Services Are Running on Both Servers" section. 3. Use traces to troubleshoot the Connection cluster. For detailed instructions on enabling the applicable traces and viewing the trace logs, see the "Traces in Cisco Unity Connection Serviceability" section on page 1-1. Confirming That the Applicable Services Are Running on the Server with Primary Server Status Do the following procedure. To Confirm That the Applicable Services Are Running on the Server with Primary Server Status Step 1 In Cisco Unity Connection Serviceability, on the Tools menu, click Service Management. Step 2 On the Control Center - Feature Services page, under Critical Services, confirm that the following services have the Started service status: •Connection Message Transfer Agent •Connection Notifier Step 3 If the services have the Stopped service status, click Start. Confirming That the Applicable Services Are Running on Both Servers Do the following procedure. To Confirm That the Applicable Services Are Running on Both Servers Step 1 In Cisco Unity Connection Serviceability, on the Tools menu, click Service Management. Step 2 On the Control Center - Feature Services page, under Status Only Services, confirm that the Connection Server Role Manager service has the Started service status. The services in the Status Only Services section cannot be started in Cisco Unity Connection Serviceability. You must use the command line interface (CLI) to start or stop these services. For information on the CLI, see the Command Line Interface Reference Guide for Cisco Unified Communications Solutions Release 7.0(1) at http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html. Step 3 Under Critical Services, check the service status for the following services: •Connection Conversation Manager •Connection Mixer If the services have the Started service status, skip to Step 4. If the services have the Stopped service status, click Start. Step 4 Under Base Services, check the service status for the Connection DB Event Publisher service. If the service has the Started service status, skip to Step 5. If the service has the Stopped service status, click Start. Step 5 Under Optional Services, check the service status for the following services: •Connection File Syncer •Connection IMAP Server •Connection SMTP Server If the service has the Stopped service status, click Start. Server Cannot Be Added to the Cisco Unity Connection Cluster Use the troubleshooting information in this section if the Add New button is disabled on the System Settings > Cluster page so that you cannot add a server to the Cisco Unity Connection cluster. See the following possible reasons why the Connection cluster feature is not available: •Connection is installed as Cisco Unified Communications Manager Business Edition (CMBE), which does not support the Connection cluster feature. See the "Requirements for a Cisco Unity Connection Cluster" section of System Requirements for Cisco Unity Connection Release 7.x. •The size of the hard disc on the publisher server is inadequate for supporting the Connection cluster feature. Both servers in a Connection cluster must meet the specifications in the Cisco Unity Connection Supported Platforms List at http://www.cisco.com/en/US/products/ps6509/products_data_sheets_list.html. •The number of servers in the Connection cluster is the maximum that is supported. No more servers can be added to the Connection cluster. For information on replacing Connection servers in a Connection cluster, see the "Replacing Cisco Unity Connection 7.x Servers" chapter of the Reconfiguration and Upgrade Guide for Cisco Unity Connection Release 7.x. Cannot Access Alert Logs When the Publisher Server Is Not Functioning When the publisher server is not functioning and you cannot access the alert logs from the subscriber server, you must specify the subscriber server as the failover collector. Do the following procedure. To Enable the Subscriber Server to Access the Alert Logs When the Publisher Server Is Not Functioning Step 1 On the publisher server, in Cisco Unity Connection Administration, expand System Settings, then click Service Parameters. Step 2 On the Service Parameters page, in the Server field, click the publisher server. Step 3 In the Service field, click Cisco AMC Service. Step 4 In the Failover Collector field, click the subscriber server. Step 5 Click Save. Step 6 In the navigation list, click Cisco Unified Serviceability and click Go. Step 7 In Cisco Unified Serviceability, in the Tools menu, click Control Center - Network Services. Step 8 In the Server field, click the subscriber server and click Go. Step 9 Under Performance and Monitoring, click Cisco AMC Service and click Restart. Step 10 When prompted to confirm that you want to restart the service, click OK.
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