GUI Administrator Guide for Cisco Unified Messaging Gateway (Cisco UMG) Release 8.0 - Troubleshooting [Cisco Unified Messaging Gateway]

Table Of Contents

Troubleshooting

Running a Network Connectivity Test

Viewing Results from a Network Connectivity Test

Configuring Trace Settings

Viewing Tech Support Information

Viewing a Trace Buffer

Viewing a Log File

Troubleshooting

•Running a Network Connectivity Test

•Viewing Results from a Network Connectivity Test

•Configuring Trace Settings

•Viewing Tech Support Information

•Viewing a Trace Buffer

•Viewing a Log File

Running a Network Connectivity Test

You can run a network connectivity test to initiate a connection between the SRSV-UMG device and all the systems that are configured on the system, including the Cisco Unified Communications Manager, Cisco Unity Connection servers, and SRSV-CUE devices.

The test may take several minutes to complete, during which time the status page will refresh automatically. You can either wait for the test to complete or go to other pages and later return to this page to see the test results.

Procedure

Step 1 Log in to the Cisco UMG GUI. See the Logging In to the Cisco UMG Graphical User Interface (GUI) module.

Step 2 Choose Troubleshoot > Network Connectivity.

The system displays the Network Connectivity Test page.

Step 3 To start a network connectivity test, click Start Network Connectivity Test.

When the test is complete, the system displays a message stating that the test is complete and shows the results. See Viewing Results from a Network Connectivity Test. If the connectivity test fails, the system displays a brief indication of the cause of the failure. You can find additional failure diagnostic information in the trace buffer or message log.

Step 4 To cancel the network connectivity test that is currently running, click Cancel Network Connectivity Test.

Step 5 To see the results of the previous test click Click here for results of previous test.

Step 6 To restart a previous network connectivity test, click Restart Network Connectivity Test.

Viewing Results from a Network Connectivity Test

After you run a network connectivity test (see Running a Network Connectivity Test), the system displays the results in three categories:

•Central call agents network connectivity

•Central voicemail servers network connectivity

•Branch voicemail servers network connectivity

For each category, the system shows the hostname of the system to which it tried to connect; the result, either success or failure; the amount of time, in milliseconds, that it took to connect; and any details.

Configuring Trace Settings

Use this procedure to enable traces, or debug message output, for components in the Cisco Unified SRSV system. Components are modules, entities, and activities in the system. You can review the output by selecting Troubleshoot > View > Trace Buffer. See Viewing a Trace Buffer.

Restriction

Enabling too many traces can adversely affect the system performance.

Procedure

Step 1 Log in to the Cisco UMG GUI. See the Logging In to the Cisco UMG Graphical User Interface (GUI) module.

Step 2 Choose Troubleshoot > Traces.

The system displays the Troubleshoot Traces page, with a hierarchical listing of the system components.

Step 3 To enable a trace on a system component, check the checkbox next to the name of the component.

•To expand the listing of components, click the + sign next to the upper-level components.

•Check the checkbox next to an upper-level component (a module or entity) to enable the traces for all of the components under that component.

•Uncheck the checkbox next to an upper-level component to disable the traces for all of the components under that component.

Step 4 Click Apply to save your changes.

Step 5 Click OK in the confirmation window.

Viewing Tech Support Information

Procedure

Step 1 Log in to the Cisco UMG GUI. See the Logging In to the Cisco UMG Graphical User Interface (GUI) module.

Step 2 Choose Troubleshoot > View > Tech Support.

The system displays the Tech Support page and shows a collection of configuration data.

Step 3 To save the tech support information, click Download Tech Support.

Step 4 Save the file to a convenient location.

Viewing a Trace Buffer

Procedure

Step 1 Log in to the Cisco UMG GUI. See the Logging In to the Cisco UMG Graphical User Interface (GUI) module.

Step 2 Choose Troubleshoot > View > Trace Buffer.

The system displays the Trace Buffer page and shows the contents of the trace buffer.

Step 3 To save the trace buffer information, do the following:

a. Click Download Trace Buffer.

b. Save the file to a convenient location.

Step 4 To move to another page, use the left and right arrow buttons on the bottom right, or enter another page number and press Enter.

Viewing a Log File

Procedure

Step 1 Log in to the Cisco UMG GUI. See the Logging In to the Cisco UMG Graphical User Interface (GUI) module.

Step 2 Choose Troubleshoot > View > Log File.

The system displays the Log File page and shows the contents of the log file.

Step 3 To save the log file, do the following:

a. Click Download Log File.

b. Save the file to a convenient location.

Step 4 To move to another page, use the left and right arrow buttons on the bottom right, or enter another page number and press Enter.

	GUI Administrator Guide for Cisco Unified Messaging Gateway (Cisco UMG) Release 8.0
	Troubleshooting
GUI Administrator Guide for Cisco Unified Messaging Gateway (Cisco UMG) Release 8.0 Introduction Limitations Overview of Tasks Logging In to the System Adding System Settings Supporting High Availability Add a Central Voicemail Server Wizard Add a Central Call Agent Wizard Add an SRSV-CUE Device Wizard Registering an SRSV-CUE Device Configuring Users Setting Default Values for the System Configuring Groups Configuring Privileges Configuring Authorization, Authentication, and Accounting Changing a Central Voicemail Server Changing Central Voicemail Servers Removing a Central Voicemail Server Changing a Central Call Agent Changing Central Call Agents Removing a Central Call Agent Viewing SRST References Viewing SRSV-CUE Devices Changing an SRSV-CUE Device Removing an SRSV-CUE Device Importing SRST Sites Provisioning an SRSV-CUE Device Changing the Information for SRST Sites Changing the Information for One SRST Site Changing the Information for Multiple SRST Sites Using Site Templates Creating Site Templates Configuring Unassigned Branch Voicemail Servers Changing System Settings Configuring the DNS Server Configuring the NTP Server Configuring the Banner Viewing Reports Monitoring the Provisioning Process Monitoring the Voicemail Upload Troubleshooting Configuring the Backup and Restore Functionality Configuring the Control Panel Configuring Licenses Glossary	Download this chapter Troubleshooting Download the complete book GUI Administrator Guide for Cisco Unified Messaging Gateway (Cisco UMG) Release 8.0 -- Full Book PDF (PDF - 720 KB) Feedback Table Of Contents Troubleshooting Running a Network Connectivity Test Viewing Results from a Network Connectivity Test Configuring Trace Settings Viewing Tech Support Information Viewing a Trace Buffer Viewing a Log File Troubleshooting •Running a Network Connectivity Test •Viewing Results from a Network Connectivity Test •Configuring Trace Settings •Viewing Tech Support Information •Viewing a Trace Buffer •Viewing a Log File Running a Network Connectivity Test You can run a network connectivity test to initiate a connection between the SRSV-UMG device and all the systems that are configured on the system, including the Cisco Unified Communications Manager, Cisco Unity Connection servers, and SRSV-CUE devices. The test may take several minutes to complete, during which time the status page will refresh automatically. You can either wait for the test to complete or go to other pages and later return to this page to see the test results. Procedure Step 1 Log in to the Cisco UMG GUI. See the Logging In to the Cisco UMG Graphical User Interface (GUI) module. Step 2 Choose Troubleshoot > Network Connectivity. The system displays the Network Connectivity Test page. Step 3 To start a network connectivity test, click Start Network Connectivity Test. When the test is complete, the system displays a message stating that the test is complete and shows the results. See Viewing Results from a Network Connectivity Test. If the connectivity test fails, the system displays a brief indication of the cause of the failure. You can find additional failure diagnostic information in the trace buffer or message log. Step 4 To cancel the network connectivity test that is currently running, click Cancel Network Connectivity Test. Step 5 To see the results of the previous test click Click here for results of previous test. Step 6 To restart a previous network connectivity test, click Restart Network Connectivity Test. Viewing Results from a Network Connectivity Test After you run a network connectivity test (see Running a Network Connectivity Test), the system displays the results in three categories: •Central call agents network connectivity •Central voicemail servers network connectivity •Branch voicemail servers network connectivity For each category, the system shows the hostname of the system to which it tried to connect; the result, either success or failure; the amount of time, in milliseconds, that it took to connect; and any details. Configuring Trace Settings Use this procedure to enable traces, or debug message output, for components in the Cisco Unified SRSV system. Components are modules, entities, and activities in the system. You can review the output by selecting Troubleshoot > View > Trace Buffer. See Viewing a Trace Buffer. Restriction Enabling too many traces can adversely affect the system performance. Procedure Step 1 Log in to the Cisco UMG GUI. See the Logging In to the Cisco UMG Graphical User Interface (GUI) module. Step 2 Choose Troubleshoot > Traces. The system displays the Troubleshoot Traces page, with a hierarchical listing of the system components. Step 3 To enable a trace on a system component, check the checkbox next to the name of the component. •To expand the listing of components, click the + sign next to the upper-level components. •Check the checkbox next to an upper-level component (a module or entity) to enable the traces for all of the components under that component. •Uncheck the checkbox next to an upper-level component to disable the traces for all of the components under that component. Step 4 Click Apply to save your changes. Step 5 Click OK in the confirmation window. Viewing Tech Support Information Procedure Step 1 Log in to the Cisco UMG GUI. See the Logging In to the Cisco UMG Graphical User Interface (GUI) module. Step 2 Choose Troubleshoot > View > Tech Support. The system displays the Tech Support page and shows a collection of configuration data. Step 3 To save the tech support information, click Download Tech Support. Step 4 Save the file to a convenient location. Viewing a Trace Buffer Procedure Step 1 Log in to the Cisco UMG GUI. See the Logging In to the Cisco UMG Graphical User Interface (GUI) module. Step 2 Choose Troubleshoot > View > Trace Buffer. The system displays the Trace Buffer page and shows the contents of the trace buffer. Step 3 To save the trace buffer information, do the following: a. Click Download Trace Buffer. b. Save the file to a convenient location. Step 4 To move to another page, use the left and right arrow buttons on the bottom right, or enter another page number and press Enter. Viewing a Log File Procedure Step 1 Log in to the Cisco UMG GUI. See the Logging In to the Cisco UMG Graphical User Interface (GUI) module. Step 2 Choose Troubleshoot > View > Log File. The system displays the Log File page and shows the contents of the log file. Step 3 To save the log file, do the following: a. Click Download Log File. b. Save the file to a convenient location. Step 4 To move to another page, use the left and right arrow buttons on the bottom right, or enter another page number and press Enter.
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