Discovery 8: Troubleshoot Cisco Unity Express
Introduction
To provide voicemail and auto-attendant services on Cisco Unity Express, several components must work together.
For this reason, troubleshooting requires that you isolate the location of the problem exists and determine its root
cause.
You will be given several problems related to voicemail and auto-attendant functionalities in Cisco Unity Express
and will use various troubleshooting tools to find and fix these issues.
The lab topology consists of Cisco Unified Communications Manager Express (CUCME), which is integrated with
Cisco Unity Express Virtual (vCUE). WIN-SERVER01 acts as a DNS server. PC-1 and PC-2 host Cisco IP
Communicators that will be registered with Cisco Unified CME.
This lab will take approximately 45 minutes to complete.
Topology
Job Aid
Device Information
Device Description IP Address Credentials
PC-1 Jump Host 1 10.1.5.200 Student, C0ll@B
PC-2 Jump Host 2 10.1.5.201 Student, C0ll@B
CUCME Cisco Unified Communications Manager Express 10.1.5.252 Administrator, C0ll@B
vCUE Cisco Unity Express Virtual 10.1.5.251 Administrator, C0ll@B1!
Command List
The table describes the commands that are used in this activity. The commands are listed in alphabetical order so
that you can easily locate the information that you need. Refer to this list if you need configuration command
assistance during the lab activity.
Cisco Unified Communications Manager Express commands
Command Description
debug ccsip This command enables all SIP SPI message tracing, such as messages that are exchanged between the SIP UAC
messages and the access server.
show running-config This command displays the running configuration.
Cisco Unity Express Virtual commands
Command Description
This command creates a CCN application and enters
ccn application full-name
configuration application mode.
[no] trace all This command enables tracing for all functions.
[no] enabled This command starts an application.
This command displays the currently configured
show ccn application
applications.
show trace buffer [containing string [long | short] | long [paged] | short
This command displays a list of events in memory.
[paged] | tail [number [long | short]]]
show ccn subsystem sip This command displays the SIP subsystem parameters.
show ccn trigger This command displays the currently configured triggers.
Command Description
show running-config This command displays the running configuration.
trace caff-sip all This command enables tracing for all SIP-related activity.
trace ccn ManagerAppl DBUG This command enables application debugging.
trace ccn StackSip DBUG This command enables SIP stack debugging.
trace voicemail mwi all This command enables voicemail MWI debugging.
Task 1: Prepare for Discovery
You will perform preparation steps for discovery, including registering Cisco IP Communicator on PCs with Cisco
Unified Communications Manager Express and configuring sound devices.
Activity
Step 1
Connect to PC-1, wait until you see the network connection notification (blue panel on right side) Click
No button to cancel network discovery. If you do not see the blue network notificaton wait for a while for
the lab automation system to finish configuring PC-1.
Step 2
Connect to PC-1 and register Cisco IP Communicator with Cisco Unified Communications Manager. PC-1 uses
DN 11001 on its first line. You will call this phone HQ Phone 1 throughout the discovery.
Device Name: HQ-CIPC-1
TFTP: 10.1.5.252
Step 3
Connect to PC-2 and register Cisco IP Communicator with Cisco Unified Communications Manager. PC-2 uses
DN 11002 on its first line. You will call this phone HQ Phone 1 throughout the discovery.
Device Name: HQ-CIPC-2
TFTP: 10.1.5.252
Task 2: Identify an Issue with Call Routing to Cisco Unity Express
Users are complaining that after they press the Messages button on their IP phones, they are immediately hearing
a reorder tone. This issue is critical, because users cannot listen to or leave voice messages. You will have to
troubleshoot this issue using the CLI tools in Cisco Unified CME and Cisco Unity Express.
Activity
Step 1
On HQ Phone 1, press the Messages button. You will immediately hear a reorder tone. Try to investigate and fix
the issue. CUCME is running on Router 1 (10.1.5.252) and the CLI is reachable via PuTTY.
Connect to the CUCME CLI and check the current configuration. Find out which DN is being used to call Cisco
Unity Express when users press the Messages button.
CUCME#show running-config
Building configuration...
<output omitted>
!
voice register global
mode cme
source-address 10.1.5.252 port 5060
max-dn 2
max-pool 2
voicemail 18200
tftp-path flash:
create profile sync 0000605044034309
auto-register
!
<output omitted>
You can see that the number is 18200. Now check which dial peer is used to route calls to vCUE.
CUCME#show running-config
Building configuration...
<output omitted>
!
dial-peer voice 18000 voip
destination-pattern 18...
session protocol sipv2
session target ipv4:10.1.5.251
dtmf-relay sip-notify
no vad
!
<output omitted>
Is there anything that looks unusual to you? Start by enabling SIP message output in the CLI on both Cisco
Unified CME and Cisco Unity Express Virtual.
Connect to Cisco Unified CME and run the debug ccsip messages command. Connect to the vCUE CLI with
PuTTY using the credentials from the Job Aids and issue two commands: no trace all and trace caff-sip all.
These commands will enable SIP tracing. To view SIP messages in real time in the vCUE CLI, you need to issue
the show trace buffer tail command.
CUCME#debug ccsip messages
SIP Call messages tracing is enabled
CUCME#terminal monitor
vcue# clear trace
vcue# no trace all
vcue# trace caff-sip all
vcue# show trace buffer tail
You must issue the no trace all command first to disable any tracing that is already enabled. Otherwise,
you will see many unneeded extra messages in the CLI.
You can also enable Cisco Unity Express SIP trace options by using the GUI. Navigate to the Cisco
Unity Express GUI, choose Administration > Traces, and check the caff-sip macro check box. Do not
forget to uncheck all other irrelevant check boxes to avoid extra output in the CLI.
After you enable traces and debugs, try pressing the Messages button again and check the CLI output. You will
see no messages in the vCUE CLI and some SIP messages in the CUCME CLI. This result means that SIP
messages are not reaching vCUE for some reason. Carefully check the SIP messages in the CUCME CLI to
determine the reason.
Sent:
SIP/2.0 503 Service Unavailable
Via: SIP/2.0/UDP 10.1.5.200:5060;branch=z9hG4bK0000227f
From: "John Doe" <sip:11001@10.1.5.252>;tag=005056a3072f0032000006e8-000032bf
To: <sip:18200@10.1.5.252>;tag=9646E7-1D38
Date: Wed, 17 Oct 2018 10:04:08 EST
Call-ID: 005056a3-072f0026-00004b18-00005231@10.1.5.200
CSeq: 101 INVITE
Allow-Events: telephone-event
Warning: 399 10.1.5.252 "Transcoder Not Configured"
Server: Cisco-SIPGateway/IOS-16.6.2
Reason: Q.850;cause=47
Session-ID: 00000000000000000000000000000000;remote=cf4c5057a1b452949f356548bd66a568
Content-Length: 0
You will see that CUCME sends a SIP 503 Service Unavailable message back to the IP phone without even
trying to send an INVITE to vCUE. When looking at the SIP message (for example, at the Warning field) you can
see that there is a codec that is misconfigured between vCUE and CUCME.
On CUCME, modify dial-peer 18000 to hardcode the G.711 mu-law codec:
CUCME(config)#dial-peer voice 18000 voip
CUCME(config-dial-peer)#codec g711ulaw
Now make another test call to vCUE by pressing the Messages button on the IP phone. The call will now be
successful and you will see several SIP messages in the vCUE and CUCME CLIs. You can log in to the user’s
mailbox using the PIN 123 to confirm that the issue is resolved.
Task 3: Identify an MWI Issue
John Doe is complaining that MWI notification does not work for him when other users are leaving messages for
him. You need to troubleshoot this issue using the CLI tools in Cisco Unified CME and Cisco Unity Express.
Activity
Step 1
From 11002, call 11001 and do not pick up. Play the http://10.1.5.100/Sample Voicemail.mp4 file when
voicemail asks the caller to leave a message. Notice that there is no MWI notification on John Doe’s IP phone.
Log in to voicemail from John Doe’s IP phone, listen to the new voice message, and delete it. Try to investigate
and fix the issue.
Enable output of MWI-related messages in the Cisco Unified CME and vCUE CLIs.
On Cisco Unified CME, run the debug ccsip messages command if it was not enabled in a previous task. On
the vCUE CLI, issue the following three commands: no trace all, trace ccn StackSip DBUG, and trace
voicemail mwi all. These commands will enable MWI tracing. To view trace messages in real time in the vCUE
CLI, you need to issue the show trace buffer tail command.
CUCME#debug ccsip messages
SIP Call messages tracing is enabled
CUCME#terminal monitor
vcue# clear trace
vcue# no trace all
vcue# trace ccn StackSip DBUG
vcue# trace voicemail mwi all
vcue# show trace buffer tail
Try to leave a message for John Doe after you enable debugging and tracing. When looking at the vCUE and
CUCME CLIs, you will see that a whole SIP conversation happened. Look carefully at both outputs to find any
MWI-related messages. There will be no messages in the CUCME CLI output and there will be one message in
the vCUE CLI output:
3714 10/18 04:25:54.420 voicemail mwi "setMessageWaiting" 0x00000000000f1206 11001,true
3714 10/18 04:25:54.424 voicemail mwi " job state" MessageWaitingThread.addJob:
Messages-Waiting: yes
Message-Account: sip:11001@10.1.5.251
Voice-Message: 1/0 (0/0)
Fax-Message: 0/0 (0/0)
X-Cisco-Message-State: new
X-Cisco-Message-Type: normal
From: "Jane White" <sip:11002@sip.invalid>
To: <sip:11001@sip.invalid>
Date: Thu, 18 Oct 2018 11:25:54 GMT
Message-ID: 4E6F7420417661696C61626C65-VMWARE-0505692142E-1539861954408
Message-Context: voice-message
Content-Duration: 4
3714 10/18 04:25:54.424 voicemail mwi " job state" MessageWaitingThread.addJob: numJobs=1
3258 10/18 04:25:54.424 voicemail mwi " job state" MessageWaitingThread.run: extn=11001, numJobs=0
3258 10/18 04:25:54.424 voicemail mwi " job state" http://localhost:8080/mwiapp?extn=11001&state=1
This message does not contain the CUCME IP address and simply shows that vCUE intended to set the MWI
status to On for John Doe’s IP phone. However, the actual message was not delivered to CUCME. Why? Let’s
find out.
Start by checking the MWI settings on both CUCME and vCUE.
On CUCME, check the SIP-UA configuration:
CUCME#show running-config | section sip-ua
sip-ua
mwi-server ipv4:10.1.5.251 expires 3600 port 5060 transport udp unsolicited
On vCUE, log in to the administration GUI using the credentials from the Job Aids. Choose Voicemail >
Message Waiting Indicators > Settings.
You can also check the MWI settings in the vCUE CLI using the show ccn subsystem sip command.
As you can see, the MWI notification settings are not synchronized between CUCME and vCUE. The
Unsolicited Notify method is enabled in CUCME, whereas Subscribe Notify is enabled on vCUE.
Change the MWI notification on vCUE to Unsolicited Notify and uncheck Subscribe Notify.
Try to leave a voice message for John Doe again and look at John Doe’s IP phone. This time you will see an
envelope icon indicating that there are unread voice messages in the user’s inbox.
Also look at the CLIs of both vCUE and CUCME.
On CUCME, you will see an incoming SIP Notify message indicating two unread voice messages:
CUCMENOTIFY sip:11001@10.1.5.252:5060;transport=udp SIP/2.0
Via: SIP/2.0/UDP 10.1.5.251:5060;branch=z9hG4bKhl0XzcWBne.C5YiPQaZhJA~~0
Max-Forwards: 70
To: <sip:11001@10.1.5.252:5060>
From: <sip:11001@10.1.5.251:5060>;tag=dsa4519c3c
Call-ID: 53d58e0c-1099@sip:11001@10.1.5.251:5060
CSeq: 1 NOTIFY
Content-Length: 112
Contact: <sip:11001@10.1.5.251:5060>
Content-Type: application/simple-message-summary
Event: message-summary
Messages-Waiting: yes
Message-Account: sip:11001@10.1.5.251
Voice-Message: 2/0 (0/0)
Fax-Message: 0/0 (0/0)
On vCUE, you will see both an internal message and a SIP Notify message that was sent to CUCME:
3714 10/18 04:59:02.083 voicemail mwi "setMessageWaiting" 0x00000000000f1206 11001,true
3714 10/18 04:59:02.087 voicemail mwi " job state" MessageWaitingThread.addJob:
Messages-Waiting: yes
Message-Account: sip:11001@10.1.5.251
Voice-Message: 2/0 (0/0)
Fax-Message: 0/0 (0/0)
X-Cisco-Message-State: new
X-Cisco-Message-Type: normal
From: "Jane White" <sip:11002@sip.invalid>
To: <sip:11001@sip.invalid>
Date: Thu, 18 Oct 2018 11:59:02 GMT
Message-ID: 4E6F7420417661696C61626C65-VMWARE-0505692142E-1539861954409
Message-Context: voice-message
Content-Duration: 5
3714 10/18 04:59:02.087 voicemail mwi " job state" MessageWaitingThread.addJob: numJobs=1
3258 10/18 04:59:02.087 voicemail mwi " job state" MessageWaitingThread.run: extn=11001, numJobs=0
3258 10/18 04:59:02.087 voicemail mwi " job state" http://localhost:8080/mwiapp?extn=11001&state=1
3589 10/18 04:59:02.091 ACCN SIPL 0 SubscriptionLineImpl: Unsolicited Notify Message being sent:
NOTIFY sip:11001@10.1.5.252:5060;transport=udp SIP/2.0
Max-Forwards: 70
To: <sip:11001@10.1.5.252:5060>
From: <sip:11001@10.1.5.251:5060>;tag=dsa4519c3c
Call-ID: 53d58e0c-1099@sip:11001@10.1.5.251:5060
CSeq: 1 NOTIFY
Content-Length: 112
Contact: <sip:11001@10.1.5.251:5060>
Content-Type: application/simple-message-summary
Event: message-summary
Messages-Waiting: yes
Message-Account: sip:11001@10.1.5.251
Voice-Message: 2/0 (0/0)
Fax-Message: 0/0 (0/0)
3589 10/18 04:59:02.103 ACCN SIPL 0 SyncClientTx.block: 10000, interrupted=false
6309 10/18 04:59:02.107 ACCN SIPL 0 SyncClientTx.finalResponse: 200, status=IN_PROGRESS
3589 10/18 04:59:02.107 ACCN SIPL 0 SyncClientTx.block: status=RESPONSE
3589 10/18 04:59:02.107 ACCN SIPL 0 SubscriptionLineImpl: Unsolicited NOTIFY sent, result=true
Log in to John Doe’s voicemail and listen to both voice messages. Delete both messages. The MWI will be
turned off properly. The MWI notification issue has been fixed.
Task 4: Identify an Unreachable Auto-Attendant Issue
Users are complaining that they cannot reach the auto-attendant by calling 18555. First they hear ringing and then
a few seconds later, a busy tone. You will troubleshoot this issue using the CLI tools in Cisco Unified CME and
Cisco Unity Express.
Activity
Step 1
From 11001, make a call to 18555. Confirm that you hear a ringback tone first and then a busy tone. Try to
investigate and fix the issue.
Start by enabling SIP message output in the CUCME CLI by running the debug ccsip messages command if it
was not enabled in a previous task.
Make another test call and look at the CUCME CLI. You will see all normal SIP messages including a SIP/2.0
486 Busy Here message received from vCUE:
Oct 22 08:17:12: //475/36F29CA38332/SIP/Msg/ccsipDisplayMsg:
Received:
SIP/2.0 486 Busy Here
Via: SIP/2.0/UDP 10.1.5.252:5060;branch=z9hG4bK128151F
To: <sip:18555@10.1.5.251>;tag=dsbefb9bb7
From: "John Doe" <sip:11001@10.1.5.252>;tag=19F4035B-2560
Call-ID: 3739DFB7-D52B11E8-833988DE-A880FD35@10.1.5.252
CSeq: 101 INVITE
Content-Length: 0
Allow: INVITE, BYE, CANCEL, ACK, REFER, SUBSCRIBE, NOTIFY, INFO
Cisco-Gcid: 3739DFB7-D52B11E8-833988DE-A880FD35@10.1.5.252
This output shows that your call was successfully delivered to vCUE, but was not able to reach the auto-
attendant for some reason.
The next step is to check your configuration. You can check either the GUI or CLI. You will see that both the
application and trigger are enabled and properly configured.
To check the trigger, enter the show ccn trigger command:
vCUE# show ccn trigger
<output omitted>
Name: 18555
Type: Cisco SIP Trigger
Application: autoattendant
Locale: systemDefault
Idle Timeout: 10000
Enabled: yes
Maximum number of sessions: 1
<output omitted>
To check the application, enter the show ccn application aa command:
vCUE# show ccn application aa
Name: autoattendant
Description: autoattendant
Application type: aa
Script: aa.aef
ID number: 1
Enabled: yes
Maximum number of sessions: 1
allowExternalTransfers: false
busClosedPrompt: AABusinessClosed.wav
businessSchedule: systemschedule
busOpenPrompt: AABusinessOpen.wav
dialByExtnAnytime: false
dialByExtnAnytimeInputLength: 4
dialByFirstName: false
disconnectAfterMenu: false
holidayPrompt: AAHolidayPrompt.wav
MaxRetry: 3
operExtn:
welcomePrompt: AAWelcome.wav
<output omitted>
Because the configuration check did not help, you may want to enable debugging. On the vCUE CLI, run the
following two commands: no trace all, and trace ccn ManagerAppl DBUG. These commands will enable
application debugging. To view trace messages in real time, issue the show trace buffer tail command in the
vCUE CLI.
vCUE# clear trace
vCUE# no trace all
vCUE# trace ccn ManagerAppl DBUG
vCUE# show trace buffer tail
Press <CTRL-C> to exit...
Make another test call to 18555 and look at the vCUE CLI output. You will see numerous indications that your
application is disabled:
3897 10/22 05:36:55.497 ACCN APMG 0 UNABLE_INVOKE_APP:Unable to invoke application:
Application=App[name=autoattendant,type=Cisco Script
Application,id=1,desc=autoattendant,enabled=false,max=1,valid=true,cfg=
[ApplicationConfig[,name=autoattendant,id=1,type=Cisco Script
Application.description=autoattendant,enabled=false,sessions=1,script=SCRIPT[aa.aef],access=0,privilege=1,script=SCRIPT[aa.aef]]]],Exception=com.cisco.app.ApplicationDisabledException:
application 'autoattendant' is disabled
3897 10/22 05:36:55.497 ACCN APMG 0 EXCEPTION:com.cisco.app.ApplicationDisabledException:
application 'autoattendant' is disabled
3897 10/22 05:36:55.497 ACCN APMG 0 EXCEPTION: at
com.cisco.app.impl.ApplicationManagerImpl.invoke(ApplicationManagerImpl.java:2368)
3897 10/22 05:36:55.497 ACCN APMG 0 EXCEPTION: at
com.cisco.app.Application.invoke(Application.java:630)
3897 10/22 05:36:55.497 ACCN APMG 0 EXCEPTION: at
com.cisco.app.Application.invoke(Application.java:592)
3897 10/22 05:36:55.497 ACCN APMG 0 EXCEPTION: at
com.cisco.wf.subsystems.callcontrol.AppRoutePointCallListener$1.run(AppRoutePointCallListener.java:444)
3897 10/22 05:36:55.497 ACCN APMG 0 EXCEPTION: at
EDU.oswego.cs.dl.util.concurrent.PooledExecutor$Worker.run(PooledExecutor.java:776)
3897 10/22 05:36:55.497 ACCN APMG 0 EXCEPTION: at java.lang.Thread.run(Thread.java:595)
<output omitted>
The show ccn application command shows that the application is enabled, but it is disabled internally because
of a software error. On the vCUE CLI, re-enable your auto-attendant application.
You need to press ctrl-c to exit the show trace buffer tail command.
vCUE(config)# ccn application autoattendant aa
Modifying existing application
vCUE(config-application)# no enabled
vCUE(config-application)# enabled
Make another test call to 18555 to confirm that re-enabling of your application has solved your problem.
It may take a few minutes for the application to refresh after you re-enable it. If you make a call and still
hear a busy tone, repeat your test call in 1-2 minutes.
