Cisco Unity Voicemail
for Sametime Connect
TOI
EDCS-598397
Steve Mayer
Overview
Introduction
Product Overview
Debugging Basics
Installation Issues
Configuration Issues
Troubleshooting
 Audio
 Display name
 Voice messaging server
 User interface
© 2007 Cisco Systems, Inc. All rights reserved.
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Introduction
© 2007 Cisco Systems, Inc. All rights reserved.
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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.
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Product Overview
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Voicemail Window
Presence
Status
Voicemail
Status
Main Cisco Unity
Voicemail Window
Voicemail
Filter
Voicemail
Connection
Status
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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
Sametime
Related
Voicemail
Specific
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Voicemail Player Window
Jump Back
7 Seconds
Play
(or Pause)
Skip Ahead
7 Seconds
Play
Head
Scrubber
Volume
Control
Play from
Beginning
Voicemail
Details
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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
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Debugging Basics
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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
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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
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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
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Installation Issues
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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
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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
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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
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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
–
10.
This is the directory that was noted in Step 2
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
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Configuration Issues
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Configuration Issues
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
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Configuration Issues
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.
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Configuration Issues
Password not set
 This dialog displays when the password for the voice messaging
server is not set. This is a likely case during initial installation.
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Configuration Issues
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
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Configuration Issues
Server address not set
 This dialog displays when the address for the voice messaging
server is not set. This is a likely case during initial installation.
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Configuration Issues
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
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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
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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
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Troubleshooting
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Troubleshooting
Audio
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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
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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
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Audio
Check the codec
 Windows – Right click, Properties, Summary, Audio format
– Output should contain
 CCITT u-Law
 Mac – Ctrl click, Get Info, General, Kind
– Output should contain
 WAVE Audio File
 Linux – At the command line type file <name>.wav
– Output should contain
 WAVE audio, ITU G.711 u-law
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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
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Troubleshooting
Display Name
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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”
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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
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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
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Troubleshooting
Voice Messaging Server
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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
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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
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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
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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
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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)
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Troubleshooting
User Interface
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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
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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
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Contact Information
Steve Mayer
stemayer@cisco.com
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