Troubleshooting Guide for Cisco Unity Connection Release 9.x - Troubleshooting the Phone System Integration in Cisco Unity Connection 9.x [Cisco Unity Connection]

Table Of Contents

Troubleshooting the Phone System Integration in Cisco Unity Connection 9.x

Diagnostic Tools in Cisco Unity Connection 9.x

Configuring Cisco Unity Connection for the Remote Port Status Monitor

Using the Check Telephony Configuration Test

Troubleshooting Call Control in Cisco Unity Connection 9.x

Cisco Unity Connection 9.x Is Not Answering Any Calls

Cisco Unity Connection 9.x Is Not Answering Some Calls

Confirming Routing Rules

Confirming Voice Messaging Port Settings

Troubleshooting an Integration of Cisco Unity Connection 9.x with Cisco Unified Communications Manager

Viewing or Editing the IP Address of a Cisco Unified Communications Manager Server

Ports Do Not Register or Are Repeatedly Disconnected in an SCCP Integration

Testing the Port Group

Confirming That Another Port Group Does Not Use the Same Device Name Prefix

Confirming That Another Cisco Unity Connection Server Does Not Use the Same Device Name Prefix

Ports Do Not Register in an IPv6 Configuration

Confirming that IPv6 is Enabled by Using Cisco Unified Operating System Administration

Confirming the IPv6 Addressing Mode and Preferences Settings

Determining the Correct Port Group Template

Problems That Occur When Cisco Unity Connection Is Configured for Cisco Unified Communications Manager Authentication or Encryption

Confirming That the Cisco Unified Communications Manager CTL Client Is Configured for Mixed Mode

Testing the Port Group Configuration

Matching the Security Mode Setting for Ports in Cisco Unity Connection and Cisco Unified Communications Manager (SCCP Integrations Only)

Matching the Security Mode Setting for the Cisco Unity Connection Port Group and the Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only)

Matching the Subject Name Fields of the Cisco Unity Connection SIP Certificate and the Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only)

Matching the Port Used by the Cisco Unity Connection SIP Security Profile and the Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only)

Copying the Cisco Unity Connection Root Certificate to the Cisco Unified Communications Manager Servers

Troubleshooting the Phone System Integration in Cisco Unity Connection 9.x

See the following sections:

•Diagnostic Tools in Cisco Unity Connection 9.x

•Troubleshooting Call Control in Cisco Unity Connection 9.x

•Cisco Unity Connection 9.x Is Not Answering Any Calls

•Cisco Unity Connection 9.x Is Not Answering Some Calls

•Troubleshooting an Integration of Cisco Unity Connection 9.x with Cisco Unified Communications Manager

Diagnostic Tools in Cisco Unity Connection 9.x

There are diagnostic tools available to help you troubleshoot phone system integrations:

•Configuring Cisco Unity Connection for the Remote Port Status Monitor

•Using the Check Telephony Configuration Test

Configuring Cisco Unity Connection for the Remote Port Status Monitor

You can use the Remote Port Status Monitor for a real-time view of the activity of each voice messaging port on Cisco Unity Connection. This information assists you in troubleshooting conversation flow and other problems.

After installing the Remote Port Status Monitor on your workstation, do the following procedure to configure Connection.

Note For detailed information on using the Remote Port Status Monitor, see the training and Help information available at http://www.ciscounitytools.com/Applications/CxN/PortStatusMonitorCUC7x/PortStatusMonitorCUC7x.html.

To Configure Cisco Unity Connection for the Remote Port Status Monitor

Step 1 In Cisco Unity Connection Administration, expand System Settings, then select Advanced > Conversations.

Step 2 On the Conversation Configuration page, check the Enable Remote Port Status Monitor Output check box.

Step 3 In the IP Addresses Allowed to Connect for Remote Port Status Monitor Output field, enter the IP addresses of your workstations.

Note that you can enter up to 70 IP addresses. Each IP address must be separated from the following IP address by a comma.

Step 4 Select Save.

Using the Check Telephony Configuration Test

You can use the Check Telephony Configuration test to troubleshoot the phone system integration.

For example, use this test if the following conditions exist:

•Calls to Cisco Unity Connection are failing.

•Ports are failing to register.

Do the following procedure.

To Use the Check Telephony Configuration Test

Step 1 In Cisco Unity Connection Administration, in the Related Links box in the upper right corner of any Telephony Integrations page, select Check Telephony Configuration and select Go.

If the test is not successful, the Task Execution Results displays one or more messages with troubleshooting steps. After correcting the problems, run the test again.

Step 2 In the Task Execution Results window, select Close.

Troubleshooting Call Control in Cisco Unity Connection 9.x

Use the following troubleshooting information if the phone system integration has problems related to call control. Do the following tasks, as applicable:

•Use the Check Telephony Configuration test. See the "Using the Check Telephony Configuration Test" section.

•Use traces to troubleshoot call control issues. For detailed instructions on enabling the applicable traces and viewing the trace logs, see the "Traces in Cisco Unity Connection Serviceability in Cisco Unity Connection 9.x" section.

•(Cisco Unified Communications Manager integrations only) If you hear a fast busy tone when you call Cisco Unity Connection, verify the configuration for the phone system integration. See the applicable Cisco Unity Connection integration guide at http://www.cisco.com/en/US/products/ps6509/products_installation_and_configuration_guides_list.html.

Cisco Unity Connection 9.x Is Not Answering Any Calls

When the phone system settings in Cisco Unity Connection Administration do not match the type of phone system that Cisco Unity Connection is connected to, Connection may not answer calls.

To Verify the Phone System Settings in Cisco Unity Connection Administration

Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations.

Step 2 On the applicable pages, confirm that the settings for the phone system, port groups, and ports match those indicated in the integration guide for your phone system.

Step 3 Correct any incorrect values in Connection Administration. If you change any values, select Save before leaving the page.

Step 4 If prompted to reset a port group, on the applicable Port Group Basics page, select Reset. Otherwise, continue to Step 5.

Step 5 In the Related Links list, select Check Telephony Configuration and select Go to verify the phone system integration settings.

If the test is not successful, the Task Execution Results displays one or more messages with troubleshooting steps. After correcting the problems, run the test again.

Step 6 In the Task Execution Results window, select Close.

Cisco Unity Connection 9.x Is Not Answering Some Calls

When Cisco Unity Connection is not answering some calls, 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 Sporadic Answers on Incoming Calls

1. Confirm that the routing rules are working correctly. See the "Confirming Routing Rules" section.

2. Confirm that calls are sent to the correct voice messaging ports and that the ports are enabled. See the "Confirming Voice Messaging Port Settings" section.

Confirming Routing Rules

By default, Cisco Unity Connection does not reject any calls. If routing rules have been changed, Connection may have been unintentionally programmed to reject some internal or external calls.

Use traces to troubleshoot issues with routing rules. For detailed instructions on enabling the applicable traces and viewing the trace logs, see the "Traces in Cisco Unity Connection Serviceability in Cisco Unity Connection 9.x" section.

Confirming Voice Messaging Port Settings

If the phone system is programmed to send calls to a voice messaging port on Cisco Unity Connection that is not configured to answer calls, Connection does not answer the call. Do the following procedure.

To Confirm That Calls Are Being Sent to the Correct Voice Messaging Ports on Cisco Unity Connection

Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port.

Step 2 On the Search Ports page, note which ports are designated to answer calls.

Step 3 On the phone system, in the phone system programming, confirm that calls are being sent only to those voice messaging ports that are designated to answer calls. Change the phone system programming if necessary.

If a voice messaging port is disabled or set incorrectly, it does not answer calls. Do the following procedure.

To Confirm That Voice Messaging Ports Are Enabled

Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port.

Step 2 On the Search Ports page, review the Enabled column.

Step 3 If a voice messaging port is not enabled and should be in use, select the display name of port.

Step 4 On the Port Basics page for the port, check the Enabled check box to enable the port.

Step 5 On the Port menu, select Search Ports.

Step 6 Repeat Step 3 through Step 5 for all remaining ports that should be in use.

Troubleshooting an Integration of Cisco Unity Connection 9.x with Cisco Unified Communications Manager

See the following sections for information on troubleshooting a Cisco Unified Communications Manager integration:

•Viewing or Editing the IP Address of a Cisco Unified Communications Manager Server

•Ports Do Not Register or Are Repeatedly Disconnected in an SCCP Integration

•Ports Do Not Register in an IPv6 Configuration

•Determining the Correct Port Group Template

•Problems That Occur When Cisco Unity Connection Is Configured for Cisco Unified Communications Manager Authentication or Encryption

Viewing or Editing the IP Address of a Cisco Unified Communications Manager Server

Do the following procedure to view or change the IP address or other settings of a Cisco Unified Communications Manager server.

To Change Cisco Unified Communications Manager Server Settings

Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port Group.

Step 2 On the Search Port Groups page, select the display name of the port group for which you want to change Cisco Unified CM server settings.

Step 3 On the Port Group Basics page, on the Edit menu, select Servers.

Step 4 On the Edit Servers page, under Cisco Unified Communications Manager Servers, change the applicable settings and select Save.

Step 5 If no status message appears, skip the remaining steps in this procedure. If a status message appears prompting you to reset the port group, on the Edit menu, select Port Group Basics.

Step 6 On the Port Group Basics page, under Port Group, select Reset.

Ports Do Not Register or Are Repeatedly Disconnected in an SCCP Integration

When the Cisco Unity Connection voice messaging ports do not register with Cisco Unified CM in an SCCP integration, or if the Connection ports repeatedly disconnect from Cisco Unified CM in an SCCP integration, 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 Port Registration Problems

1. Test the port group. See the "Testing the Port Group" section.

2. Confirm that another port group on the Connection server does not use the same device name prefix to connect ports to the Cisco Unified CM server. See the "Confirming That Another Port Group Does Not Use the Same Device Name Prefix" section.

3. Confirm that another Connection server does not use the same device name prefix to connect its ports to the Cisco Unified CM server. See the "Confirming That Another Cisco Unity Connection Server Does Not Use the Same Device Name Prefix" section.

Testing the Port Group

Do the following procedure.

To Test the Port Group

Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port Group.

Step 2 On the Search Port Groups page, select the name of a port group for which the integration method is SCCP (Skinny).

Step 3 On the Port Group Basics page, in the Related Links list, select Test Port Group and select Go.

Note On the Port Basics page, you can test a single port in an SCCP integration by selecting Test Port in the Related Links list and selecting Go.

Note The Test Port and Test Port Group utilities do not test IPv6 connectivity. Even when Connection is configured to use IPv6 for a SCCP integration, the tests confirm that Connection can communicate with the phone system by using IPv4 addressing.

Step 4 When prompted that the test will terminate all calls in progress, select OK.

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

Step 5 Follow the steps for correcting the problems.

Caution If Cisco Unified CM is configured to block pings or if pings are disabled for the system, portions of the test will fail. You must configure Cisco Unified CM and the system to enable pings so that the test can accurately test the port registration.

Step 6 Repeat Step 3 through Step 5 until the Task Execution Results displays no problems.

Confirming That Another Port Group Does Not Use the Same Device Name Prefix

Do the following procedure.

To Confirm That Another Port Group Does Not Use the Same Device Name Prefix

Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port Group.

Step 2 On the Search Port Groups page, select the name of a port group for which the integration method is SCCP (Skinny).

Step 3 On the Port Group Basics page, note the value of the Device Name Prefix field.

Caution This value of the Device Name Prefix field must be unique for each port group. Otherwise, more than one port may attempt to connect to an SCCP device, causing the ports to repeatedly disconnect from Cisco Unified CM and to disconnect calls that the ports are handling.

Step 4 Select Next to view the next port group for which the integration method is SCCP (Skinny).

Step 5 If the value of the Device Name Prefix field is different from the value that you noted in Step 3, skip to Step 8. If the value of the Device Name Prefix field matches the value for another port group, enter the device name prefix for ports on the Cisco Unified CM server that have a different device name prefix.

Step 6 Select Save.

Step 7 Select Reset.

Step 8 Repeat Step 4 through Step 7 for all remaining port groups for which the integration method is SCCP (Skinny).

Confirming That Another Cisco Unity Connection Server Does Not Use the Same Device Name Prefix

Do the following procedure.

To Confirm That Another Cisco Unity Connection Server Does Not Use the Same Device Name Prefix

Step 1 In Cisco Unity Connection Administration on the first Cisco Unity Connection server, expand Telephony Integrations, then select Port Group.

Step 2 On the Search Port Groups page, select the name of a port group for which the integration method is SCCP (Skinny).

Step 3 On the Port Group Basics page, note the value of the Device Name Prefix field.

Step 4 In Cisco Unity Connection Administration on the second Connection server, expand Telephony Integrations, then select Port Group.

Step 5 On the Search Port Groups page, select the name of a port group for which the integration method is SCCP (Skinny).

Step 6 On the Port Group Basics page, note the value of the Device Name Prefix field.

Caution The value of the Device Name Prefix field must be unique for each port group. Otherwise, more than one port may attempt to connect to an SCCP device, causing the ports to repeatedly disconnect from Cisco Unified CM and to disconnect calls that the ports are handling.

Step 7 If the value of the Device Name Prefix field you noted in Step 6 is different from the value you noted on the first Connection server in Step 3, skip to Step 10. If the value of the Device Name Prefix field matches the value for another port group, enter the device name prefix for ports on the Cisco Unified CM server that have a different device name prefix.

Step 8 Select Save.

Step 9 Select Reset.

Step 10 Select Next.

Step 11 Repeat Step 7 through Step 10 for all remaining port groups for which the integration method is SCCP (Skinny).

Ports Do Not Register in an IPv6 Configuration

When the Cisco Unity Connection voice messaging ports do not register with Cisco Unified CM in an integration that is configured to use IPv6 addressing, and the CsMgr logs errors in the application syslog during startup, 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 Port Registration Problems in an IPv6 Configuration

1. Confirm that IPv6 is enabled.

•To check by using the command-line interface (CLI), enter show network ipv6 settings.

•To check by using Cisco Unified Operating System Administration, see the "Confirming that IPv6 is Enabled by Using Cisco Unified Operating System Administration" section.

2. Confirm that Connection is configured to use the appropriate addressing mode and preferences. See the "Confirming the IPv6 Addressing Mode and Preferences Settings" section

3. If you have configured an IPv6 host name for the Connection and/or Cisco Unified CM servers rather than configuring by IPv6 address, confirm that the DNS server can resolve the host name properly. To check by using the CLI, enter utils network ipv6 ping <IPv6 host name>.

4. If you have configured the port group(s) in Connection with an IPv6 host name for the Cisco Unified CM server(s) rather than with an IPv6 address, confirm that the DNS server can resolve the Cisco Unified CM host name correctly. Likewise, if you have configured Cisco Unified CM to contact the Connection server by IPv6 host name (for example, on a SIP trunk, for the Destination Address IPv6 field), confirm that the DNS server can resolve the Connection host name correctly.

5. Confirm that the Cisco Unified CM server is configured correctly for IPv6, and has the correct settings for signalling and media preferences. See the "Internet Protocol Version 6 (IPv6)" chapter of the applicable Cisco Unified Communications Manager Features and Services Guide for your release of Cisco Unified CM, available at http://www.cisco.com/en/US/products/sw/voicesw/ps556/prod_maintenance_guides_list.html.

Confirming that IPv6 is Enabled by Using Cisco Unified Operating System Administration

To Confirm that IPv6 Is Enabled by Using Cisco Unified Operating System Administration

Step 1 In Cisco Unified Operating System Administration, from the Settings menu, select IP, then select Ethernet IPv6.

Step 2 On the Ethernet IPv6 Configuration page, review the Enable IPv6 check box, and check it if it is not already checked.

Step 3 If you checked the Enable IPv6 check box in Step 2, configure the Address Source for the Connection server. To apply the change, check Update with Reboot, and select Save. The Connection server will reboot in order for the change to take effect.

Confirming the IPv6 Addressing Mode and Preferences Settings

To Confirm the IPv6 Addressing Mode and Preferences Settings

Step 1 In Cisco Unity Connection Administration, expand System Settings, then select General Configuration.

Step 2 On the Edit General Configuration page, review the option selected for IP Addressing Mode, which controls where Connection listens for incoming traffic:

•IPv4

•IPv6

•IPv4 and IPv6

Step 3 If you change any values on the page, select Save to save the changes. When you change the IP Addressing Mode, you must stop and restart the Conversation Manager service on the Tools > Service Management page in Cisco Unity Connection Serviceability in order for the change to take effect.

Step 4 If the IP addressing mode was configured for IPv4 and IPv6 in Step 2, do the following substeps to review the call control signalling and/or media addressing mode settings for the Cisco Unified Communications Manager integration:

a. Expand Telephony Integrations, then select Port Group.

b. On the Search Port Groups page, select the display name of the port group that you want to verify.

c. On the Port Group Basics page, on the Edit menu, select Servers.

d. In the IPv6 Addressing Mode section, verify the option selected for the applicable setting(s):

•Preference for Signaling—(Applicable to both SCCP integrations and SIP integrations) This setting determines the call control signaling preference when registering with Cisco Unified CM via SCCP or when initiating SIP requests.

•Preference for Media—(Applicable only to SIP integrations) This setting determines the preferred addressing mode for media events when communicating with dual-stack (IPv4 and IPv6) devices.

e. If you made any changes to the page, select Save.

Determining the Correct Port Group Template

When adding a phone system integration for Cisco Unified CM, there are two valid options for the Port Group Template field: SCCP or SIP. The SIP port group template is valid only for integrations with Cisco Unified CM 5.0(1) and later.

To integrate Cisco Unity Connection with a phone system through PIMG or TIMG units, in the Port Group Template field, you must select SIP to DMG/PIMG/TIMG.

Problems That Occur When Cisco Unity Connection Is Configured for Cisco Unified Communications Manager Authentication or Encryption

If problems occur when Cisco Unity Connection is configured for Cisco Unified Communications Manager authentication and encryption for the voice messaging ports, 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.

Note For information on integrating Cisco Unity Connection with Cisco Unified CM, see the applicable Cisco Unified CM integration guide at http://www.cisco.com/en/US/products/ps6509/products_installation_and_configuration_guides_list.html.

Task List for Troubleshooting Problems When Cisco Unified Communications Manager Authentication or Encryption Is Configured

1. Confirm that the Cisco Unified CM CTL client is configured for mixed mode. See the "Confirming That the Cisco Unified Communications Manager CTL Client Is Configured for Mixed Mode" section.

2. Test the port group configuration. See the "Testing the Port Group Configuration" section.

3. For SCCP integrations, confirm that the security mode setting for the ports in Connection matches the security mode setting for the ports in Cisco Unified CM. See the "Matching the Security Mode Setting for Ports in Cisco Unity Connection and Cisco Unified Communications Manager (SCCP Integrations Only)" section.

4. For a SIP trunk integration, confirm that the security mode setting for the Connection port group matches the security mode setting for the Cisco Unified CM SIP trunk security profile. See the "Matching the Security Mode Setting for the Cisco Unity Connection Port Group and the Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only)" section.

5. For SIP trunk integrations, confirm that the Subject Name field of the Connection SIP certificate matches the X.509 Subject Name field of the Cisco Unified CM SIP trunk security profile. See the "Matching the Subject Name Fields of the Cisco Unity Connection SIP Certificate and the Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only)" section.

6. For SIP trunk integrations, confirm that Connection and the SIP trunk use the same port. See the "Matching the Port Used by the Cisco Unity Connection SIP Security Profile and the Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only)" section.

7. Copy the Connection root certificate to the Cisco Unified CM servers. See the "Copying the Cisco Unity Connection Root Certificate to the Cisco Unified Communications Manager Servers" section.

Confirming That the Cisco Unified Communications Manager CTL Client Is Configured for Mixed Mode

Do the following procedure.

To Confirm That the Cisco Unified Communications Manager CTL Client Is Configured for Mixed Mode

Step 1 In Cisco Unified Communications Manager Administration, on the System menu, select Enterprise Parameters.

Step 2 On the Enterprise Parameters Configuration page, under Security Parameters, locate the Cluster Security Mode field.

Step 3 Confirm that the setting is 1, which means that the CTL client is configured for mixed mode.

Testing the Port Group Configuration

Do the following procedure.

To Test the Port Group Configuration

Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port Group.

Step 2 On the Search Port Groups page, select the name of a port group.

Step 3 On the Port Group Basics page, in the Related Links list, select Test Port Group and select Go.

Note The Test Port and Test Port Group utilities do not test IPv6 connectivity. Even when Connection is configured to use IPv6 for a SCCP integration, the tests confirm that Connection can communicate with the phone system by using IPv4 addressing.

Step 4 When prompted that the test will terminate all calls in progress, select OK.

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

Step 5 Follow the steps for correcting the problems.

Caution If Cisco Unified CM is configured to block pings or if pings are disabled for the system, portions of the test will fail. You must configure Cisco Unified CM and the system to enable pings so that the test can accurately test the port registration.

Step 6 Repeat Step 3 through Step 5 until the Task Execution Results displays no problems.

Matching the Security Mode Setting for Ports in Cisco Unity Connection and Cisco Unified Communications Manager (SCCP Integrations Only)

Do the following procedure.

To Match the Security Mode Setting for Ports in Cisco Unity Connection and Cisco Unified Communications Manager (SCCP Integrations Only)

Step 1 In Cisco Unified Communications Manager Administration, on the Voice Mail menu, select Cisco Voice Mail Port.

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

Step 3 In the Device Security Mode column, note the security mode setting for the ports.

Step 4 Sign in to Cisco Unity Connection Administration.

Step 5 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port.

Step 6 On the Search Ports page, select the name of the first port.

Step 7 On the Port Basics page, in the Security Mode field, select the setting that you noted in Step 3 and select Save.

Step 8 Select Next.

Step 9 Repeat Step 7 and Step 8 for all remaining ports.

Matching the Security Mode Setting for the Cisco Unity Connection Port Group and the Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only)

Do the following procedure.

To Match the Security Mode Setting for the Cisco Unity Connection Port Group and the Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only)

Step 1 In Cisco Unified Communications Manager Administration, on the System menu, select SIP Profile > SIP Trunk Security Profile.

Step 2 On the Find and List SIP Trunk Security Profiles page, select Find.

Step 3 Select the name of the SIP trunk security profile.

Step 4 On the SIP Trunk Security Profile Configuration page, note the setting of the Device Security Mode field.

Step 5 Sign in to Cisco Unity Connection Administration.

Step 6 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port Group.

Step 7 On the Search Port Groups, select the name of the applicable port group.

Step 8 On the Port Group Basics page, in the Security Mode field, select the setting that you noted in Step 4 and select Save.

Matching the Subject Name Fields of the Cisco Unity Connection SIP Certificate and the Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only)

Do the following procedure.

To Match the Subject Name Fields of the Cisco Unity Connection SIP Certificate and the Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only)

Step 1 In Cisco Unified Communications Manager Administration, on the System menu, select SIP Profile > SIP Trunk Security Profile.

Step 2 On the Find and List SIP Trunk Security Profiles page, select Find.

Step 3 Select the name of the SIP trunk security profile.

Step 4 On the SIP Trunk Security Profile Configuration page, note the setting of the X.509 Subject Name field.

Step 5 Sign in to Cisco Unity Connection Administration.

Step 6 In Cisco Unity Connection Administration, expand Telephony Integrations > Security, then select SIP Certificate.

Step 7 On the Search SIP Certificates page, select the name of the SIP certificate.

Step 8 On the Edit SIP Certificate page, in the Subject Name field, enter the setting that you noted in Step 4 and select Save.

Matching the Port Used by the Cisco Unity Connection SIP Security Profile and the Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only)

Do the following procedure.

To Match the Port Used by the Cisco Unity Connection SIP Security Profile and the Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only)

Step 1 In Cisco Unified Communications Manager Administration, on the System menu, select SIP Profile > SIP Trunk Security Profile.

Step 2 On the Find and List SIP Trunk Security Profiles page, select Find.

Step 3 Select the name of the SIP trunk security profile.

Step 4 On the SIP Trunk Security Profile Configuration page, note the setting of the Incoming Port field.

Step 5 Sign in to Cisco Unity Connection Administration.

Step 6 In Cisco Unity Connection Administration, expand Telephony Integrations > Security, then select SIP Security Profile.

Step 7 On the Search SIP Security Profiles page, select the name of the SIP security profile with "TLS."

Step 8 On the Edit SIP Security Profile page, in the Port field, enter the setting that you noted in Step 4 and select Save.

Copying the Cisco Unity Connection Root Certificate to the Cisco Unified Communications Manager Servers

Do the applicable procedure:

•To Copy the Root Certificate for Cisco Unified Communications Manager 4.x

•To Copy the Root Certificate for Cisco Unified Communications Manager 5.x

•To Copy the Root Certificate for Cisco Unified Communications Manager 6.x, 7.x, and Later

To Copy the Root Certificate for Cisco Unified Communications Manager 4.x

Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Security > Root Certificate.

Step 2 On the View Root Certificate page, right-click the Right-Click to Save the Certificate as a File link, and select Save Target As.

Step 3 In the Save As dialog box, browse to the location on the Cisco Unity Connection server where you want to save the Connection root certificate as a file.

Step 4 In the Filename field, confirm that the extension is .0 (rather than .htm), and select Save.

Caution The certificate must be saved as a file with the extension .0 (rather than .htm) or Cisco Unified CM will not recognize the certificate.

Step 5 In the Download Complete dialog box, select Close.

Step 6 Copy the Cisco Unity Connection root certificate file to the C:\Program Files\Cisco\Certificates folder on all Cisco Unified CM servers in this Cisco Unified CM phone system integration.

Step 7 In Cisco Unity Connection Administration, in the Related Links list, select Check Telephony Configuration and select Go to verify the connection to the Cisco Unified CM servers.

To Copy the Root Certificate for Cisco Unified Communications Manager 5.x

Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Security > Root Certificate.

Step 2 On the View Root Certificate page, right-click the Right-Click to Save the Certificate as a File link, and select Save Target As.

Step 3 In the Save As dialog box, browse to the location on the Cisco Unity Connection server where you want to save the Connection root certificate as a file.

Step 4 In the Filename field, confirm that the extension is .pem (rather than .htm), and select Save.

Caution The certificate must be saved as a file with the extension .pem (rather than .htm) or Cisco Unified CM will not recognize the certificate.

When Cisco Unity Connection is integrated with both Cisco Unified CM 4.x and Cisco Unified CM 5.x servers, you must copy the .pem file to the Cisco Unified CM 5.x server and the .0 file to the Cisco Unified CM 4.x server. Otherwise, authentication and encryption will not function correctly.

Step 5 In the Download Complete dialog box, select Close.

Step 6 Copy the Cisco Unity Connection root certificate to all Cisco Unified CM servers in this Cisco Unified CM phone system integration by doing the following substeps.

Caution The Cisco Unity Connection system clock must be synchronized with the Cisco Unified CM system clock for Cisco Unified CM authentication to function immediately. Otherwise, Cisco Unified CM will not let the Connection voice messaging ports register until the Cisco Unified CM system clock has passed the time stamp in the Connection device certificates.

a. On the Cisco Unified CM server, in Cisco Unified Operating System Administration, on the Security menu, select Certificate Management > Upload Certificate/CTL.

b. On the Cisco IPT Platform Administration page, select Upload Trust Certificate and CallManager - Trust, then select OK.

c. Browse to the Cisco Unity Connection root certificate that you saved in Step 4.

d. Follow the on-screen instructions.

e. Repeat Step 6 a. through Step 6 d. on all remaining Cisco Unified CM servers in the cluster.

f. In Cisco Unity Connection Administration, in the Related Links list, select Check Telephony Configuration and select Go to verify the connection to the Cisco Unified CM servers.

If the test is not successful, the Task Results list displays one or more messages with troubleshooting steps. After correcting the problems, run the test again.

g. In the Task Results window, select Close.

Step 7 If prompted, restart the Cisco Unity Connection software.

To Copy the Root Certificate for Cisco Unified Communications Manager 6.x, 7.x, and Later

Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Security > Root Certificate.

Step 2 On the View Root Certificate page, right-click the Right-Click to Save the Certificate as a File link, and select Save Target As.

Step 3 In the Save As dialog box, browse to the location on the Cisco Unity Connection server where you want to save the Connection root certificate as a file.

Step 4 In the Filename field, confirm that the extension is .pem (rather than .htm), and select Save.

Caution The certificate must be saved as a file with the extension .pem (rather than .htm) or Cisco Unified CM will not recognize the certificate.

When Cisco Unity Connection is integrated with both Cisco Unified CM 4.x and Cisco Unified CM 5.x and later servers, you must copy the .pem file to the Cisco Unified CM 5.x and later server and the .0 file to the Cisco Unified CM 4.x server. Otherwise, authentication and encryption will not function correctly.

Step 5 In the Download Complete dialog box, select Close.

Step 6 Copy the Cisco Unity Connection root certificate to all Cisco Unified CM servers in this Cisco Unified CM phone system integration by doing the following substeps.

Caution The Cisco Unity Connection system clock must be synchronized with the Cisco Unified CM system clock for Cisco Unified CM authentication to function immediately. Otherwise, Cisco Unified CM will not let the Connection voice messaging ports register until the Cisco Unified CM system clock has passed the time stamp in the Connection device certificates.

a. On the Cisco Unified CM server, sign in to Cisco Unified Operating System Administration.

b. In Cisco Unified Operating System Administration, on the Security menu, select Certificate Management.

c. On the Certificate List page, select Upload Certificate.

d. On the Upload Certificate page, in the Certificate Name field, select CallManager-Trust.

e. In the Root Certificate field, enter Cisco Unity Connection Root Certificate.

f. To the right of the Upload File field, select Browse.

g. In the Choose File dialog box, browse to the Cisco Unity Connection root certificate that you saved in Step 4.

h. Select Open.

i. On the Upload Certificate page, select Upload File.

j. Select Close.

k. Restart the Cisco Unified CM server.

l. Repeat Step 6 a. through Step 6 k. on all remaining Cisco Unified CM servers in the cluster.

m. In Cisco Unity Connection Administration, in the Related Links list, select Check Telephony Configuration and select Go to verify the connection to the Cisco Unified CM servers.

If the test is not successful, the Task Results list displays one or more messages with troubleshooting steps. After correcting the problems, run the test again.

n. In the Task Results window, select Close.

	Troubleshooting Guide for Cisco Unity Connection Release 9.x
	Troubleshooting the Phone System Integration in Cisco Unity Connection 9.x
Troubleshooting Guide for Cisco Unity Connection Release 9.x Index Preface Overview of Cisco Unity Connection 9.x Troubleshooting Diagnostic Traces in Cisco Unity Connection 9.x Troubleshooting Utilities Used in Cisco Unity Connection 9.x Troubleshooting Reports in Cisco Unity Connection 9.x Troubleshooting Fax in Cisco Unity Connection 9.x Troubleshooting External Services (External Message Store, Calendar Integrations, Calendar Information for PCTRs) in Cisco Unity Connection 9.x Troubleshooting Unified Messaging in Cisco Unity Connection 9.x Troubleshooting Microsoft Office 365 for Unified Messaging in Cisco Unity Connection Troubleshooting the Phone System Integration in Cisco Unity Connection 9.x Troubleshooting Message Waiting Indicators (MWIs) in Cisco Unity Connection 9.x Troubleshooting Audio Quality in Cisco Unity Connection 9.x Troubleshooting Licensing in Cisco Unity Connection 9.x Troubleshooting a Cisco Unity Connection 9.x Cluster Configuration Troubleshooting User and Administrator Access in Cisco Unity Connection 9.x Troubleshooting Call Transfers and Call Forwarding in Cisco Unity Connection 9.x Troubleshooting Messages in Cisco Unity Connection 9.x Troubleshooting IMAP Clients and ViewMail for Outlook in Cisco Unity Connection 9.x Troubleshooting Transcription (SpeechView) in Cisco Unity Connection 9.x Troubleshooting Searching and Addressing in Cisco Unity Connection 9.x Troubleshooting Networking in Cisco Unity Connection 9.x Troubleshooting Cisco Unity Connection SRSV in Connection 9.1(1) Troubleshooting Notification Devices in Cisco Unity Connection 9.x Troubleshooting Non-Delivery Receipts in Cisco Unity Connection 9.x Troubleshooting the Cisco Unity Connection 9.x Conversation Troubleshooting Voice Recognition in Cisco Unity Connection 9.x Troubleshooting Personal Call Transfer Rules in Cisco Unity Connection 9.x Troubleshooting the Cisco Personal Communications Assistant (PCA) in Cisco Unity Connection 9.x Troubleshooting the Web Inbox in Cisco Unity Connection 9.x Troubleshooting the Connection Mini Web Inbox in Cisco Unity Connection 9.x Troubleshooting the Media Master in Cisco Unity Connection 9.x Troubleshooting Phone View in Cisco Unity Connection 9.x Troubleshooting SNMP in Cisco Unity Connection 9.x	Download this chapter Troubleshooting the Phone System Integration in Cisco Unity Connection 9.x Download the complete book Troubleshooting Guide for Cisco Unity Connection Release 9.x (PDF - 3 MB) Feedback Table Of Contents Troubleshooting the Phone System Integration in Cisco Unity Connection 9.x Diagnostic Tools in Cisco Unity Connection 9.x Configuring Cisco Unity Connection for the Remote Port Status Monitor Using the Check Telephony Configuration Test Troubleshooting Call Control in Cisco Unity Connection 9.x Cisco Unity Connection 9.x Is Not Answering Any Calls Cisco Unity Connection 9.x Is Not Answering Some Calls Confirming Routing Rules Confirming Voice Messaging Port Settings Troubleshooting an Integration of Cisco Unity Connection 9.x with Cisco Unified Communications Manager Viewing or Editing the IP Address of a Cisco Unified Communications Manager Server Ports Do Not Register or Are Repeatedly Disconnected in an SCCP Integration Testing the Port Group Confirming That Another Port Group Does Not Use the Same Device Name Prefix Confirming That Another Cisco Unity Connection Server Does Not Use the Same Device Name Prefix Ports Do Not Register in an IPv6 Configuration Confirming that IPv6 is Enabled by Using Cisco Unified Operating System Administration Confirming the IPv6 Addressing Mode and Preferences Settings Determining the Correct Port Group Template Problems That Occur When Cisco Unity Connection Is Configured for Cisco Unified Communications Manager Authentication or Encryption Confirming That the Cisco Unified Communications Manager CTL Client Is Configured for Mixed Mode Testing the Port Group Configuration Matching the Security Mode Setting for Ports in Cisco Unity Connection and Cisco Unified Communications Manager (SCCP Integrations Only) Matching the Security Mode Setting for the Cisco Unity Connection Port Group and the Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only) Matching the Subject Name Fields of the Cisco Unity Connection SIP Certificate and the Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only) Matching the Port Used by the Cisco Unity Connection SIP Security Profile and the Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only) Copying the Cisco Unity Connection Root Certificate to the Cisco Unified Communications Manager Servers Troubleshooting the Phone System Integration in Cisco Unity Connection 9.x See the following sections: •Diagnostic Tools in Cisco Unity Connection 9.x •Troubleshooting Call Control in Cisco Unity Connection 9.x •Cisco Unity Connection 9.x Is Not Answering Any Calls •Cisco Unity Connection 9.x Is Not Answering Some Calls •Troubleshooting an Integration of Cisco Unity Connection 9.x with Cisco Unified Communications Manager Diagnostic Tools in Cisco Unity Connection 9.x There are diagnostic tools available to help you troubleshoot phone system integrations: •Configuring Cisco Unity Connection for the Remote Port Status Monitor •Using the Check Telephony Configuration Test Configuring Cisco Unity Connection for the Remote Port Status Monitor You can use the Remote Port Status Monitor for a real-time view of the activity of each voice messaging port on Cisco Unity Connection. This information assists you in troubleshooting conversation flow and other problems. After installing the Remote Port Status Monitor on your workstation, do the following procedure to configure Connection. Note For detailed information on using the Remote Port Status Monitor, see the training and Help information available at http://www.ciscounitytools.com/Applications/CxN/PortStatusMonitorCUC7x/PortStatusMonitorCUC7x.html. To Configure Cisco Unity Connection for the Remote Port Status Monitor Step 1 In Cisco Unity Connection Administration, expand System Settings, then select Advanced > Conversations. Step 2 On the Conversation Configuration page, check the Enable Remote Port Status Monitor Output check box. Step 3 In the IP Addresses Allowed to Connect for Remote Port Status Monitor Output field, enter the IP addresses of your workstations. Note that you can enter up to 70 IP addresses. Each IP address must be separated from the following IP address by a comma. Step 4 Select Save. Using the Check Telephony Configuration Test You can use the Check Telephony Configuration test to troubleshoot the phone system integration. For example, use this test if the following conditions exist: •Calls to Cisco Unity Connection are failing. •Ports are failing to register. Do the following procedure. To Use the Check Telephony Configuration Test Step 1 In Cisco Unity Connection Administration, in the Related Links box in the upper right corner of any Telephony Integrations page, select Check Telephony Configuration and select Go. If the test is not successful, the Task Execution Results displays one or more messages with troubleshooting steps. After correcting the problems, run the test again. Step 2 In the Task Execution Results window, select Close. Troubleshooting Call Control in Cisco Unity Connection 9.x Use the following troubleshooting information if the phone system integration has problems related to call control. Do the following tasks, as applicable: •Use the Check Telephony Configuration test. See the "Using the Check Telephony Configuration Test" section. •Use traces to troubleshoot call control issues. For detailed instructions on enabling the applicable traces and viewing the trace logs, see the "Traces in Cisco Unity Connection Serviceability in Cisco Unity Connection 9.x" section. •(Cisco Unified Communications Manager integrations only) If you hear a fast busy tone when you call Cisco Unity Connection, verify the configuration for the phone system integration. See the applicable Cisco Unity Connection integration guide at http://www.cisco.com/en/US/products/ps6509/products_installation_and_configuration_guides_list.html. Cisco Unity Connection 9.x Is Not Answering Any Calls When the phone system settings in Cisco Unity Connection Administration do not match the type of phone system that Cisco Unity Connection is connected to, Connection may not answer calls. To Verify the Phone System Settings in Cisco Unity Connection Administration Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations. Step 2 On the applicable pages, confirm that the settings for the phone system, port groups, and ports match those indicated in the integration guide for your phone system. Step 3 Correct any incorrect values in Connection Administration. If you change any values, select Save before leaving the page. Step 4 If prompted to reset a port group, on the applicable Port Group Basics page, select Reset. Otherwise, continue to Step 5. Step 5 In the Related Links list, select Check Telephony Configuration and select Go to verify the phone system integration settings. If the test is not successful, the Task Execution Results displays one or more messages with troubleshooting steps. After correcting the problems, run the test again. Step 6 In the Task Execution Results window, select Close. Cisco Unity Connection 9.x Is Not Answering Some Calls When Cisco Unity Connection is not answering some calls, 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 Sporadic Answers on Incoming Calls 1. Confirm that the routing rules are working correctly. See the "Confirming Routing Rules" section. 2. Confirm that calls are sent to the correct voice messaging ports and that the ports are enabled. See the "Confirming Voice Messaging Port Settings" section. Confirming Routing Rules By default, Cisco Unity Connection does not reject any calls. If routing rules have been changed, Connection may have been unintentionally programmed to reject some internal or external calls. Use traces to troubleshoot issues with routing rules. For detailed instructions on enabling the applicable traces and viewing the trace logs, see the "Traces in Cisco Unity Connection Serviceability in Cisco Unity Connection 9.x" section. Confirming Voice Messaging Port Settings If the phone system is programmed to send calls to a voice messaging port on Cisco Unity Connection that is not configured to answer calls, Connection does not answer the call. Do the following procedure. To Confirm That Calls Are Being Sent to the Correct Voice Messaging Ports on Cisco Unity Connection Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port. Step 2 On the Search Ports page, note which ports are designated to answer calls. Step 3 On the phone system, in the phone system programming, confirm that calls are being sent only to those voice messaging ports that are designated to answer calls. Change the phone system programming if necessary. If a voice messaging port is disabled or set incorrectly, it does not answer calls. Do the following procedure. To Confirm That Voice Messaging Ports Are Enabled Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port. Step 2 On the Search Ports page, review the Enabled column. Step 3 If a voice messaging port is not enabled and should be in use, select the display name of port. Step 4 On the Port Basics page for the port, check the Enabled check box to enable the port. Step 5 On the Port menu, select Search Ports. Step 6 Repeat Step 3 through Step 5 for all remaining ports that should be in use. Troubleshooting an Integration of Cisco Unity Connection 9.x with Cisco Unified Communications Manager See the following sections for information on troubleshooting a Cisco Unified Communications Manager integration: •Viewing or Editing the IP Address of a Cisco Unified Communications Manager Server •Ports Do Not Register or Are Repeatedly Disconnected in an SCCP Integration •Ports Do Not Register in an IPv6 Configuration •Determining the Correct Port Group Template •Problems That Occur When Cisco Unity Connection Is Configured for Cisco Unified Communications Manager Authentication or Encryption Viewing or Editing the IP Address of a Cisco Unified Communications Manager Server Do the following procedure to view or change the IP address or other settings of a Cisco Unified Communications Manager server. To Change Cisco Unified Communications Manager Server Settings Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port Group. Step 2 On the Search Port Groups page, select the display name of the port group for which you want to change Cisco Unified CM server settings. Step 3 On the Port Group Basics page, on the Edit menu, select Servers. Step 4 On the Edit Servers page, under Cisco Unified Communications Manager Servers, change the applicable settings and select Save. Step 5 If no status message appears, skip the remaining steps in this procedure. If a status message appears prompting you to reset the port group, on the Edit menu, select Port Group Basics. Step 6 On the Port Group Basics page, under Port Group, select Reset. Ports Do Not Register or Are Repeatedly Disconnected in an SCCP Integration When the Cisco Unity Connection voice messaging ports do not register with Cisco Unified CM in an SCCP integration, or if the Connection ports repeatedly disconnect from Cisco Unified CM in an SCCP integration, 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 Port Registration Problems 1. Test the port group. See the "Testing the Port Group" section. 2. Confirm that another port group on the Connection server does not use the same device name prefix to connect ports to the Cisco Unified CM server. See the "Confirming That Another Port Group Does Not Use the Same Device Name Prefix" section. 3. Confirm that another Connection server does not use the same device name prefix to connect its ports to the Cisco Unified CM server. See the "Confirming That Another Cisco Unity Connection Server Does Not Use the Same Device Name Prefix" section. Testing the Port Group Do the following procedure. To Test the Port Group Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port Group. Step 2 On the Search Port Groups page, select the name of a port group for which the integration method is SCCP (Skinny). Step 3 On the Port Group Basics page, in the Related Links list, select Test Port Group and select Go. Note On the Port Basics page, you can test a single port in an SCCP integration by selecting Test Port in the Related Links list and selecting Go. Note The Test Port and Test Port Group utilities do not test IPv6 connectivity. Even when Connection is configured to use IPv6 for a SCCP integration, the tests confirm that Connection can communicate with the phone system by using IPv4 addressing. Step 4 When prompted that the test will terminate all calls in progress, select OK. The Task Execution Results displays one or more messages with troubleshooting steps. Step 5 Follow the steps for correcting the problems. Caution If Cisco Unified CM is configured to block pings or if pings are disabled for the system, portions of the test will fail. You must configure Cisco Unified CM and the system to enable pings so that the test can accurately test the port registration. Step 6 Repeat Step 3 through Step 5 until the Task Execution Results displays no problems. Confirming That Another Port Group Does Not Use the Same Device Name Prefix Do the following procedure. To Confirm That Another Port Group Does Not Use the Same Device Name Prefix Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port Group. Step 2 On the Search Port Groups page, select the name of a port group for which the integration method is SCCP (Skinny). Step 3 On the Port Group Basics page, note the value of the Device Name Prefix field. Caution This value of the Device Name Prefix field must be unique for each port group. Otherwise, more than one port may attempt to connect to an SCCP device, causing the ports to repeatedly disconnect from Cisco Unified CM and to disconnect calls that the ports are handling. Step 4 Select Next to view the next port group for which the integration method is SCCP (Skinny). Step 5 If the value of the Device Name Prefix field is different from the value that you noted in Step 3, skip to Step 8. If the value of the Device Name Prefix field matches the value for another port group, enter the device name prefix for ports on the Cisco Unified CM server that have a different device name prefix. Step 6 Select Save. Step 7 Select Reset. Step 8 Repeat Step 4 through Step 7 for all remaining port groups for which the integration method is SCCP (Skinny). Confirming That Another Cisco Unity Connection Server Does Not Use the Same Device Name Prefix Do the following procedure. To Confirm That Another Cisco Unity Connection Server Does Not Use the Same Device Name Prefix Step 1 In Cisco Unity Connection Administration on the first Cisco Unity Connection server, expand Telephony Integrations, then select Port Group. Step 2 On the Search Port Groups page, select the name of a port group for which the integration method is SCCP (Skinny). Step 3 On the Port Group Basics page, note the value of the Device Name Prefix field. Step 4 In Cisco Unity Connection Administration on the second Connection server, expand Telephony Integrations, then select Port Group. Step 5 On the Search Port Groups page, select the name of a port group for which the integration method is SCCP (Skinny). Step 6 On the Port Group Basics page, note the value of the Device Name Prefix field. Caution The value of the Device Name Prefix field must be unique for each port group. Otherwise, more than one port may attempt to connect to an SCCP device, causing the ports to repeatedly disconnect from Cisco Unified CM and to disconnect calls that the ports are handling. Step 7 If the value of the Device Name Prefix field you noted in Step 6 is different from the value you noted on the first Connection server in Step 3, skip to Step 10. If the value of the Device Name Prefix field matches the value for another port group, enter the device name prefix for ports on the Cisco Unified CM server that have a different device name prefix. Step 8 Select Save. Step 9 Select Reset. Step 10 Select Next. Step 11 Repeat Step 7 through Step 10 for all remaining port groups for which the integration method is SCCP (Skinny). Ports Do Not Register in an IPv6 Configuration When the Cisco Unity Connection voice messaging ports do not register with Cisco Unified CM in an integration that is configured to use IPv6 addressing, and the CsMgr logs errors in the application syslog during startup, 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 Port Registration Problems in an IPv6 Configuration 1. Confirm that IPv6 is enabled. •To check by using the command-line interface (CLI), enter show network ipv6 settings. •To check by using Cisco Unified Operating System Administration, see the "Confirming that IPv6 is Enabled by Using Cisco Unified Operating System Administration" section. 2. Confirm that Connection is configured to use the appropriate addressing mode and preferences. See the "Confirming the IPv6 Addressing Mode and Preferences Settings" section 3. If you have configured an IPv6 host name for the Connection and/or Cisco Unified CM servers rather than configuring by IPv6 address, confirm that the DNS server can resolve the host name properly. To check by using the CLI, enter utils network ipv6 ping <IPv6 host name>. 4. If you have configured the port group(s) in Connection with an IPv6 host name for the Cisco Unified CM server(s) rather than with an IPv6 address, confirm that the DNS server can resolve the Cisco Unified CM host name correctly. Likewise, if you have configured Cisco Unified CM to contact the Connection server by IPv6 host name (for example, on a SIP trunk, for the Destination Address IPv6 field), confirm that the DNS server can resolve the Connection host name correctly. 5. Confirm that the Cisco Unified CM server is configured correctly for IPv6, and has the correct settings for signalling and media preferences. See the "Internet Protocol Version 6 (IPv6)" chapter of the applicable Cisco Unified Communications Manager Features and Services Guide for your release of Cisco Unified CM, available at http://www.cisco.com/en/US/products/sw/voicesw/ps556/prod_maintenance_guides_list.html. Confirming that IPv6 is Enabled by Using Cisco Unified Operating System Administration To Confirm that IPv6 Is Enabled by Using Cisco Unified Operating System Administration Step 1 In Cisco Unified Operating System Administration, from the Settings menu, select IP, then select Ethernet IPv6. Step 2 On the Ethernet IPv6 Configuration page, review the Enable IPv6 check box, and check it if it is not already checked. Step 3 If you checked the Enable IPv6 check box in Step 2, configure the Address Source for the Connection server. To apply the change, check Update with Reboot, and select Save. The Connection server will reboot in order for the change to take effect. Confirming the IPv6 Addressing Mode and Preferences Settings To Confirm the IPv6 Addressing Mode and Preferences Settings Step 1 In Cisco Unity Connection Administration, expand System Settings, then select General Configuration. Step 2 On the Edit General Configuration page, review the option selected for IP Addressing Mode, which controls where Connection listens for incoming traffic: •IPv4 •IPv6 •IPv4 and IPv6 Step 3 If you change any values on the page, select Save to save the changes. When you change the IP Addressing Mode, you must stop and restart the Conversation Manager service on the Tools > Service Management page in Cisco Unity Connection Serviceability in order for the change to take effect. Step 4 If the IP addressing mode was configured for IPv4 and IPv6 in Step 2, do the following substeps to review the call control signalling and/or media addressing mode settings for the Cisco Unified Communications Manager integration: a. Expand Telephony Integrations, then select Port Group. b. On the Search Port Groups page, select the display name of the port group that you want to verify. c. On the Port Group Basics page, on the Edit menu, select Servers. d. In the IPv6 Addressing Mode section, verify the option selected for the applicable setting(s): •Preference for Signaling—(Applicable to both SCCP integrations and SIP integrations) This setting determines the call control signaling preference when registering with Cisco Unified CM via SCCP or when initiating SIP requests. •Preference for Media—(Applicable only to SIP integrations) This setting determines the preferred addressing mode for media events when communicating with dual-stack (IPv4 and IPv6) devices. e. If you made any changes to the page, select Save. Determining the Correct Port Group Template When adding a phone system integration for Cisco Unified CM, there are two valid options for the Port Group Template field: SCCP or SIP. The SIP port group template is valid only for integrations with Cisco Unified CM 5.0(1) and later. To integrate Cisco Unity Connection with a phone system through PIMG or TIMG units, in the Port Group Template field, you must select SIP to DMG/PIMG/TIMG. Problems That Occur When Cisco Unity Connection Is Configured for Cisco Unified Communications Manager Authentication or Encryption If problems occur when Cisco Unity Connection is configured for Cisco Unified Communications Manager authentication and encryption for the voice messaging ports, 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. Note For information on integrating Cisco Unity Connection with Cisco Unified CM, see the applicable Cisco Unified CM integration guide at http://www.cisco.com/en/US/products/ps6509/products_installation_and_configuration_guides_list.html. Task List for Troubleshooting Problems When Cisco Unified Communications Manager Authentication or Encryption Is Configured 1. Confirm that the Cisco Unified CM CTL client is configured for mixed mode. See the "Confirming That the Cisco Unified Communications Manager CTL Client Is Configured for Mixed Mode" section. 2. Test the port group configuration. See the "Testing the Port Group Configuration" section. 3. For SCCP integrations, confirm that the security mode setting for the ports in Connection matches the security mode setting for the ports in Cisco Unified CM. See the "Matching the Security Mode Setting for Ports in Cisco Unity Connection and Cisco Unified Communications Manager (SCCP Integrations Only)" section. 4. For a SIP trunk integration, confirm that the security mode setting for the Connection port group matches the security mode setting for the Cisco Unified CM SIP trunk security profile. See the "Matching the Security Mode Setting for the Cisco Unity Connection Port Group and the Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only)" section. 5. For SIP trunk integrations, confirm that the Subject Name field of the Connection SIP certificate matches the X.509 Subject Name field of the Cisco Unified CM SIP trunk security profile. See the "Matching the Subject Name Fields of the Cisco Unity Connection SIP Certificate and the Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only)" section. 6. For SIP trunk integrations, confirm that Connection and the SIP trunk use the same port. See the "Matching the Port Used by the Cisco Unity Connection SIP Security Profile and the Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only)" section. 7. Copy the Connection root certificate to the Cisco Unified CM servers. See the "Copying the Cisco Unity Connection Root Certificate to the Cisco Unified Communications Manager Servers" section. Confirming That the Cisco Unified Communications Manager CTL Client Is Configured for Mixed Mode Do the following procedure. To Confirm That the Cisco Unified Communications Manager CTL Client Is Configured for Mixed Mode Step 1 In Cisco Unified Communications Manager Administration, on the System menu, select Enterprise Parameters. Step 2 On the Enterprise Parameters Configuration page, under Security Parameters, locate the Cluster Security Mode field. Step 3 Confirm that the setting is 1, which means that the CTL client is configured for mixed mode. Testing the Port Group Configuration Do the following procedure. To Test the Port Group Configuration Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port Group. Step 2 On the Search Port Groups page, select the name of a port group. Step 3 On the Port Group Basics page, in the Related Links list, select Test Port Group and select Go. Note The Test Port and Test Port Group utilities do not test IPv6 connectivity. Even when Connection is configured to use IPv6 for a SCCP integration, the tests confirm that Connection can communicate with the phone system by using IPv4 addressing. Step 4 When prompted that the test will terminate all calls in progress, select OK. The Task Execution Results displays one or more messages with troubleshooting steps. Step 5 Follow the steps for correcting the problems. Caution If Cisco Unified CM is configured to block pings or if pings are disabled for the system, portions of the test will fail. You must configure Cisco Unified CM and the system to enable pings so that the test can accurately test the port registration. Step 6 Repeat Step 3 through Step 5 until the Task Execution Results displays no problems. Matching the Security Mode Setting for Ports in Cisco Unity Connection and Cisco Unified Communications Manager (SCCP Integrations Only) Do the following procedure. To Match the Security Mode Setting for Ports in Cisco Unity Connection and Cisco Unified Communications Manager (SCCP Integrations Only) Step 1 In Cisco Unified Communications Manager Administration, on the Voice Mail menu, select Cisco Voice Mail Port. Step 2 On the Find and List Voice Mail Ports page, select Find. Step 3 In the Device Security Mode column, note the security mode setting for the ports. Step 4 Sign in to Cisco Unity Connection Administration. Step 5 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port. Step 6 On the Search Ports page, select the name of the first port. Step 7 On the Port Basics page, in the Security Mode field, select the setting that you noted in Step 3 and select Save. Step 8 Select Next. Step 9 Repeat Step 7 and Step 8 for all remaining ports. Matching the Security Mode Setting for the Cisco Unity Connection Port Group and the Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only) Do the following procedure. To Match the Security Mode Setting for the Cisco Unity Connection Port Group and the Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only) Step 1 In Cisco Unified Communications Manager Administration, on the System menu, select SIP Profile > SIP Trunk Security Profile. Step 2 On the Find and List SIP Trunk Security Profiles page, select Find. Step 3 Select the name of the SIP trunk security profile. Step 4 On the SIP Trunk Security Profile Configuration page, note the setting of the Device Security Mode field. Step 5 Sign in to Cisco Unity Connection Administration. Step 6 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Port Group. Step 7 On the Search Port Groups, select the name of the applicable port group. Step 8 On the Port Group Basics page, in the Security Mode field, select the setting that you noted in Step 4 and select Save. Matching the Subject Name Fields of the Cisco Unity Connection SIP Certificate and the Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only) Do the following procedure. To Match the Subject Name Fields of the Cisco Unity Connection SIP Certificate and the Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only) Step 1 In Cisco Unified Communications Manager Administration, on the System menu, select SIP Profile > SIP Trunk Security Profile. Step 2 On the Find and List SIP Trunk Security Profiles page, select Find. Step 3 Select the name of the SIP trunk security profile. Step 4 On the SIP Trunk Security Profile Configuration page, note the setting of the X.509 Subject Name field. Step 5 Sign in to Cisco Unity Connection Administration. Step 6 In Cisco Unity Connection Administration, expand Telephony Integrations > Security, then select SIP Certificate. Step 7 On the Search SIP Certificates page, select the name of the SIP certificate. Step 8 On the Edit SIP Certificate page, in the Subject Name field, enter the setting that you noted in Step 4 and select Save. Matching the Port Used by the Cisco Unity Connection SIP Security Profile and the Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only) Do the following procedure. To Match the Port Used by the Cisco Unity Connection SIP Security Profile and the Cisco Unified Communications Manager SIP Trunk Security Profile (SIP Trunk Integrations Only) Step 1 In Cisco Unified Communications Manager Administration, on the System menu, select SIP Profile > SIP Trunk Security Profile. Step 2 On the Find and List SIP Trunk Security Profiles page, select Find. Step 3 Select the name of the SIP trunk security profile. Step 4 On the SIP Trunk Security Profile Configuration page, note the setting of the Incoming Port field. Step 5 Sign in to Cisco Unity Connection Administration. Step 6 In Cisco Unity Connection Administration, expand Telephony Integrations > Security, then select SIP Security Profile. Step 7 On the Search SIP Security Profiles page, select the name of the SIP security profile with "TLS." Step 8 On the Edit SIP Security Profile page, in the Port field, enter the setting that you noted in Step 4 and select Save. Copying the Cisco Unity Connection Root Certificate to the Cisco Unified Communications Manager Servers Do the applicable procedure: •To Copy the Root Certificate for Cisco Unified Communications Manager 4.x •To Copy the Root Certificate for Cisco Unified Communications Manager 5.x •To Copy the Root Certificate for Cisco Unified Communications Manager 6.x, 7.x, and Later To Copy the Root Certificate for Cisco Unified Communications Manager 4.x Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Security > Root Certificate. Step 2 On the View Root Certificate page, right-click the Right-Click to Save the Certificate as a File link, and select Save Target As. Step 3 In the Save As dialog box, browse to the location on the Cisco Unity Connection server where you want to save the Connection root certificate as a file. Step 4 In the Filename field, confirm that the extension is .0 (rather than .htm), and select Save. Caution The certificate must be saved as a file with the extension .0 (rather than .htm) or Cisco Unified CM will not recognize the certificate. Step 5 In the Download Complete dialog box, select Close. Step 6 Copy the Cisco Unity Connection root certificate file to the C:\Program Files\Cisco\Certificates folder on all Cisco Unified CM servers in this Cisco Unified CM phone system integration. Step 7 In Cisco Unity Connection Administration, in the Related Links list, select Check Telephony Configuration and select Go to verify the connection to the Cisco Unified CM servers. To Copy the Root Certificate for Cisco Unified Communications Manager 5.x Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Security > Root Certificate. Step 2 On the View Root Certificate page, right-click the Right-Click to Save the Certificate as a File link, and select Save Target As. Step 3 In the Save As dialog box, browse to the location on the Cisco Unity Connection server where you want to save the Connection root certificate as a file. Step 4 In the Filename field, confirm that the extension is .pem (rather than .htm), and select Save. Caution The certificate must be saved as a file with the extension .pem (rather than .htm) or Cisco Unified CM will not recognize the certificate. When Cisco Unity Connection is integrated with both Cisco Unified CM 4.x and Cisco Unified CM 5.x servers, you must copy the .pem file to the Cisco Unified CM 5.x server and the .0 file to the Cisco Unified CM 4.x server. Otherwise, authentication and encryption will not function correctly. Step 5 In the Download Complete dialog box, select Close. Step 6 Copy the Cisco Unity Connection root certificate to all Cisco Unified CM servers in this Cisco Unified CM phone system integration by doing the following substeps. Caution The Cisco Unity Connection system clock must be synchronized with the Cisco Unified CM system clock for Cisco Unified CM authentication to function immediately. Otherwise, Cisco Unified CM will not let the Connection voice messaging ports register until the Cisco Unified CM system clock has passed the time stamp in the Connection device certificates. a. On the Cisco Unified CM server, in Cisco Unified Operating System Administration, on the Security menu, select Certificate Management > Upload Certificate/CTL. b. On the Cisco IPT Platform Administration page, select Upload Trust Certificate and CallManager - Trust, then select OK. c. Browse to the Cisco Unity Connection root certificate that you saved in Step 4. d. Follow the on-screen instructions. e. Repeat Step 6 a. through Step 6 d. on all remaining Cisco Unified CM servers in the cluster. f. In Cisco Unity Connection Administration, in the Related Links list, select Check Telephony Configuration and select Go to verify the connection to the Cisco Unified CM servers. If the test is not successful, the Task Results list displays one or more messages with troubleshooting steps. After correcting the problems, run the test again. g. In the Task Results window, select Close. Step 7 If prompted, restart the Cisco Unity Connection software. To Copy the Root Certificate for Cisco Unified Communications Manager 6.x, 7.x, and Later Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, then select Security > Root Certificate. Step 2 On the View Root Certificate page, right-click the Right-Click to Save the Certificate as a File link, and select Save Target As. Step 3 In the Save As dialog box, browse to the location on the Cisco Unity Connection server where you want to save the Connection root certificate as a file. Step 4 In the Filename field, confirm that the extension is .pem (rather than .htm), and select Save. Caution The certificate must be saved as a file with the extension .pem (rather than .htm) or Cisco Unified CM will not recognize the certificate. When Cisco Unity Connection is integrated with both Cisco Unified CM 4.x and Cisco Unified CM 5.x and later servers, you must copy the .pem file to the Cisco Unified CM 5.x and later server and the .0 file to the Cisco Unified CM 4.x server. Otherwise, authentication and encryption will not function correctly. Step 5 In the Download Complete dialog box, select Close. Step 6 Copy the Cisco Unity Connection root certificate to all Cisco Unified CM servers in this Cisco Unified CM phone system integration by doing the following substeps. Caution The Cisco Unity Connection system clock must be synchronized with the Cisco Unified CM system clock for Cisco Unified CM authentication to function immediately. Otherwise, Cisco Unified CM will not let the Connection voice messaging ports register until the Cisco Unified CM system clock has passed the time stamp in the Connection device certificates. a. On the Cisco Unified CM server, sign in to Cisco Unified Operating System Administration. b. In Cisco Unified Operating System Administration, on the Security menu, select Certificate Management. c. On the Certificate List page, select Upload Certificate. d. On the Upload Certificate page, in the Certificate Name field, select CallManager-Trust. e. In the Root Certificate field, enter Cisco Unity Connection Root Certificate. f. To the right of the Upload File field, select Browse. g. In the Choose File dialog box, browse to the Cisco Unity Connection root certificate that you saved in Step 4. h. Select Open. i. On the Upload Certificate page, select Upload File. j. Select Close. k. Restart the Cisco Unified CM server. l. Repeat Step 6 a. through Step 6 k. on all remaining Cisco Unified CM servers in the cluster. m. In Cisco Unity Connection Administration, in the Related Links list, select Check Telephony Configuration and select Go to verify the connection to the Cisco Unified CM servers. If the test is not successful, the Task Results list displays one or more messages with troubleshooting steps. After correcting the problems, run the test again. n. In the Task Results window, select Close.
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