Cisco Unity Voicemail for Sametime Connect TOI

Cisco Unity Voicemailfor Sametime Connect

TOI

EDCS-598397

Steve Mayer

© 2007 Cisco Systems, Inc. All rights reserved. 2

Overview

Introduction

Product Overview

Debugging Basics

Installation Issues

Configuration Issues

Troubleshooting Audio

Display name

Voice messaging server

User interface


Introduction


Introduction

Unity voicemail integration with IBM Lotus Sametime enables users to view all of their Cisco Unity voicemail messages in the IBM Lotus Sametime client window.

They can sort, delete and simply click-to-play Unity voice messages on their PC.


Product Overview


Voicemail Window

Main Cisco Unity

Voicemail Window

Voicemail

Filter

Voicemail

Connection

Status

Presence

Status

Voicemail

Status


Context Menu

There is a context sensitive menu available for voicemails

The top portion is Sametime specific and the bottom section is related to Cisco Unity Voicemail

Users can double click a voicemail to begin playing it

Voicemail

Specific

Sametime

Related


Voicemail Player Window

Volume

Control

Voicemail

Details

Play

Head

Scrubber

Play from

Beginning

Jump Back

7 Seconds

Play

(or Pause)

Skip Ahead

7 Seconds


Voicemail Player Context Menu

When the voicemail sender is a Sametime contact a context sensitive menu is available

Users can double click the contact to start a chat session with online contacts


Debugging Basics


General Health Check

Ensure that the Sametime version is recent enough See the release notes for Sametime version requirements

Ensure all Sametime hotfixes applied See release notes for required hotfixes and how to check for them

Ensure that detailed logging was enabled when the problem manifested itself

Get all log files from the customer Zip up entire log directory and sub directories

Our version is listed in the Cisco Unity preferences pane


Where to Look for Log Files

The log file directory is listed on the Preferences window under the Cisco Unity Voicemail pane

This location is controlled by the sametime.ini file in the <Sametime Root> directory by the -data entry -data @user.home/IBM/RCP/Sametime

– In this example (the default setting) the log files will be in IBM/RCP/Sametime under the user’s home directory

– sametime.log.0 is the most recent log file

Several logs are saved with the end number incrementing each time Sametime is run

There is also a .metadata directory here that has a .log file This file logs exceptions that happen during loading a plug-in

It has exceptions that were missed by the plug-in


Logging Level

Sametime logging level Set via <Sametime Root>/sametime.properties

.level=WARNING is the default global log level

– Can be changed to increase Sametime logging

INFO, FINE, FINER, FINEST

Does not affect Cisco Unity Voicemail logging

Cisco Unity Voicemail logging level Set via the “Enable detailed logging” check box

Located in the Cisco Unity preference pane


Installation Issues


Installation Issues

Automatic installation If there is a firewall between the Sametime server and the web

server that hosts the update site, the installation might fail even though the client can see both the Sametime server and the update site

– Typically the update site will be hosted on the web server that is part of Domino, avoiding this issue

Search for updates vs. Search for new features Search for updates does not work, users should always Search for

new features

CDETS: CSCsj07512


Installation Issues

Ensure that the hotfix from IBM is installed Check for the following file

– <Sametime Root>/jre/lib/jclMax/opt-ext/ibmldapprov.jar

– If this file is missing, go here to get it: http://www-1.ibm.com/support/docview.wss?rs=477&uid=swg21259909

Mac – this hotfix is not necessary

Linux – user must be root to write to opt-ext

Ensure that the user has permissions to write into the directories under <Sametime Root>

If an automatic installation from the Sametime server fails The users will not see an error dialog

The user will perpetually be asked to restart or wait 5 minutes

– Applying the hotfix is usually the answer to this scenario


Installation Issues

Last resort – complete Sametime uninstall and re-install This will remove all plug-ins, including ours, as well as Sametime

If everything else fails, this will work

Likely necessary if a Beta version of Sametime was installed

See the instructions on the next slide

Mac only – .eclipse hidden file in users home directory Tools -> Install Plug-ins fails with missing plug-ins dialog

Stale information from previous install

– Removing this hidden file, in addition to the uninstall and reinstall above, may be necessary

This file will not be accessible from the Finder

Use the Terminal.app command line to remove this file


Complete Uninstall of Sametime

1. Verify the download of Sametime 7.5.1

2. Note the user workspace directory from the –data parameter in the sametime.ini file in <Sametime Root>

3. Backup your contact list (if necessary)

– Go to File -> Export Contact List

4. Backup any plug-in metadata not part of standard package (contact plug-in vendors for details)

5. Backup emoticons (if necessary)

– Go to Preferences -> Emoticon Palettes and export each of the palettes to a new folder on your hard drive

6. Exit Sametime 7.5.1

7. Windows only

– From Control Panel -> Add/Remove Programs, run the uninstall for any listed versions of Sametime 7.5 or 7.5.1

– Regardless of whether the Uninstall succeeds or fails (as mentioned below), continue with the following steps

8. Delete any Sametime files in <Sametime Root>

9. Delete all directories and files within the Sametime user workspace directory

– This is the directory that was noted in Step 2

10. Windows only

– Run regedit by clicking on Start -> Run and then typing "regedit" and clicking OK

– Choose the option to search (Edit -> Find...)

– Make sure that the check to Look at Keys is the only box selected

– Find "Sametime Connect" and delete any folder that it finds

– Repeat the process to find and delete any match with "Sametime Connect" until all of the keys are deleted

11. Run the file that you downloaded in step 1.

12. If you did Step 3, import your saved Contact List

– Go to File -> Import Contact List

13. If you did Step 4, refer to the plug-in vendor directions for importing this data

14. If you did Step 5, when Sametime is running, import your saved emoticons

– Go to preferences -> Emoticon Palettes and import each of the zip files you had previously exported





Configuration issues are typically displayed in the voicemail connection status bar

The link is clickable and displays a dialog with more information about the specific issue

Voicemail

Connection

Status



Username not set This dialog displays when the username for the voice messaging

server is not set. This is a likely case during initial installation.



Password not set This dialog displays when the password for the voice messaging




Invalid Directory Setting This dialog displays when the directory settings are invalid

– This could be a bad address or port

– The directory server may be down



Server address not set This dialog displays when the address for the voice messaging




Server unavailable This dialog displays when

– The voice messaging server address is set incorrectly

– IMAP is not enabled on the voice messaging server

– The voice messaging server is actually down


Setting the Correct Server

In the Account section, the Server to enter is the Voice Messaging Store, for example: The Exchange server

The Domino server

The Unity Connection server

Note that our plug-in does not talk to the Unity server itself However, the Exchange or Domino server may be co-located with

the Unity server, so it may have the same name / address


Backend Configuration

The admin must enable IMAP on the Voice Messaging Store

The admin is able to configure automatic distribution from the Sametime server Need to ensure that the clients have the proper hotfixes in place first


Troubleshooting


Troubleshooting

Audio


Audio

Ensure that the Sametime version is recent enough

Ensure that the .WAV files exist at Windows: <home>\Local Settings\Application Data\ Cisco\

SametimeUnityVoicemail\Voicemail

Mac: <home>/Library/Caches/Cisco/ SametimeUnityVoicemail/Voicemail

Linux: <home>/.cisco/SametimeUnityVoicemail/Voicemail

The voicemail naming convention is VoiceMessage.{ <userid> | <phone number> |

unknown<seq_no> } .<sent time in "yyyymmddhhmmss-time zone" format>.wav

– Examples

VoiceMessage.stemayer.20070507084612-0400.wav

VoiceMessage.4085551234.20070403130744-0400.wav


Audio

Confirm non-zero length file Private voicemails are not supported

These will show as a zero length files

Use an alternate application like CPCA to check for the private flag

– CPCA = Cisco Personal Communications Assistant

Check if they can be played by another audio player Player suggestions

– Windows – Windows Media Player

– Mac – Quicktime

– Linux – Rhythmbox


Audio

Check the codec Windows – Right click, Properties, Summary, Audio format

– Output should contain

CCITT u-Law

Mac – Ctrl click, Get Info, General, Kind


WAVE Audio File

Linux – At the command line type file <name>.wav


WAVE audio, ITU G.711 u-law


Audio

No audio or audio is very low when playing a voicemail Increase volume with the audio slider in the voicemail player window

Ensure that a hardware mute is not set

Ensure that the hardware volume level is set properly

Ensure that there an OS mute is not set

Ensure that the OS volume level is set properly

– Note that there may be multiple OS volume settings

Master

WAVE


Troubleshooting

Display Name


Name Shows as “Unidentified Caller”

External caller Restricted phone number

Caller-ID was blocked

To verify this Open the voicemail player window

Look for: “Phone”

– It should say: “Not Available”


No Presence Status with Display Name

Caller may not be a sametime contact

Search for the name in Sametime to check this Enter this name from the Sametime search box to determine if there

is a match

– Chose Search directories for <name>

Verify the phone number of this caller by opening the voicemail player window and looking at the “Phone” field


Sametime Contact, Number Displayed

Voicemail is from a Sametime contact but their phone number is displayed rather than their name The LDAP directory look up may have failed

Check the voicemail status bar It may show “Connected with 1 warning”

Click to open the status window

– If the warning is “Invalid Directory Setting”, fix the Directory Settings values on the preferences page


Troubleshooting

Voice Messaging Server


Unity

When Unity is used, there needs to be an associated voice messaging store Exchange

Domino

This external voice messaging store is what is entered into the preferences page in the Account section for “Server”

The voice messaging store may be co-located with Unity


Unity Connection

Provides its own internal voice messaging store This Unity Connection server itself is what is entered into the

preferences page in the Account section for “Server”

Has a “secret” port, 7993, in addition to the standard port, 143, to bypass license control

Supports SSL/TLS connection on port 993

Supports the IMAP STARTTLS secure messaging mechanism on ports 143 and 7993


Exchange

Does not support IMAP STARTTLS

Currently having trouble getting SSL to work CDETS: CSCsi61051

Further information will be available about configuration if we get this to work in time


Domino

Does not support IMAP STARTTLS

An MWI sync issue with hardware phone exists Marking the voicemail read/unread does not affect the MWI on

phone – root cause:

– In Domino there are two flags related to the read/unread status

“Seen”

– Only one supported by IMAP

“UCUnseen”

– Only one honored by Unity

– CDETS: CSCsi80650


Voice Messaging Server Related Issues

“Server unavailable” error Check the network connection and host availability using ping Check the port that is being used

– SSL/TLS must use port 993 Start a telnet session with the server to issue raw IMAP commands directly

– This will work only for non-encrypted connections

– telnet <server name> 143 The server sends back server information (version, IMAP version)

– a0 capability This IMAP command queries the capabilities of the server

– a1 login <username> “<password>” Lets you login to the account

– a2 select inbox

– a3 list “” inbox

– a4 fetch 1:2 (envelope)


Troubleshooting

User Interface


User Interface

Cisco Unity Voicemail window does not appear Ensure that the application panel is not minimized

Go to View -> Application Panels

– If Cisco Unity Voicemail does not appear, there was an installation problem

– If Cisco Unity Voicemail does appear, ensure that it is checked


User Interface

Voicemail table refreshes with unplayable voicemails Voicemails in italics are not playable as they are not downloaded

This happens during initial voicemail download

– Lasts longer for large amount of voicemail

Temporary situation until downloading completes

Grayed out voicemails are not playable This usually indicates a private voicemail

– Private voicemails cannot be played from this interface

It may indicate

– A download error occurred

– The user deleted the .wav file from the computer

Restart Sametime to resolve the download / deleted errors


Contact Information

Steve Mayer

[email protected]


Documents

Cisco Unity Voicemail for Sametime Connect TOI