Troubleshooting CUC

Troubleshooting in any environment can be a challenging task. When a problem arises, it is easier to resolve if you have a solid understanding of the environment and know where to find resources. A good place to begin is with common issues.

In CUC, common problems include the following:

• Reorder tone: This is caused by incorrect partitions or calling search spaces (CSS). You need to check the partitions and any CSS on the device, line, and voicemail pilot number.

• Calls not forwarded to Cisco Unity: Calls not being forwarded can be caused by CSS or the calling search space activation policy. Check your settings for CSS.

• MWI not functioning: If MWI is malfunctioning, first check to ensure that MWI is enabled, check MWI numbers to verify correctness, and then check the MWI CSS for permission to call the phone.

• Wrong or incorrect greetings: You need to check the number with the Port Monitor utility. If the number is correct, check your call routing rules. There are only two options: Known extensions are asked to log on; unknown callers are presented with an opening greeting.

• Call transfers: A call transfer will likely fail because of inaccurately configured call handlers or because the CSS has been improperly set. Check your call handler to make sure your configuration is as desired. If the call arrives at the CUCM, your issues are probably CSS issues.

• General issues: Generally, you can narrow down issues by checking permission and configuration options of all the components in the loop.