Cue does not work after 3.2 => 7.0.3 upgrade

Answered Question
Oct 28th, 2009

Hi

I upgraded a customers UC520 with software pack 7.0.3 via configuration assistant 2.1

Customer had previously danish language, but after the upgrade it was defaulted to English (united states)

But after this was done calls towards the voicemail and autoattendant are disconnected.

After looking at the script settings i noticed that the prompt names ends with (invalid) e.g. "AAWelcome.wav(invalid)"

So i recon something is wrong with these prompts.

But how du i fix this?

Also it is desired to use the norwegian language pack, but norwegian is not an option when selecting upgrade cue in cca.

I follow the installation guide, cue files + language pack is copied to the phoneload directory and cca is restarted.

But still norwegian is not an option on the roll down list.

Does anyone have any suggestions on these two issues?

I have this problem too.
0 votes
Correct Answer by John Platts about 7 years 1 month ago

You actually need to download the cue-vm-da_DK-langpack.ise.7.0.3.prt1 and the cue-vm-no_NO-langpack.ise.7.0.3.prt1 files from the UC520 software download website.

Please be sure to do a backup of CUE before proceeding.

Here is the way to fix this problem using CLI:

  1. Back up CUE using CCA, the CUE web GUI, or CUE CLI.
  2. Close out of CCA.
  3. Extract the SCUE-UC520-7.0.3.zip file to a location accessible from your FTP server.
  4. Copy the cue-vm-da_DK-langpack.ise.7.0.3.prt1 and cue-vm-no_NO-langpack.ise.7.0.3.prt1 to the same location as the files extracted in step #3. This directory will contain the cue-main.ise.7.0.3.pkg and the other files needed for the CUE reinstall.
  5. Start your FTP server. Your FTP server must be listening on TCP port 21 in order to perform the CUE upgrade.
  6. Access the CUE CLI by accessing the UC520 IOS CLI first, and then executing the service-m i0/0 se command.
  7. Log into CUE by entering your username and password when prompted.
  8. You should get a prompt similar to this: UC500-CUE> (if you are running CUE 2.3, 3.0, or 3.2), or UC500-CUE# (if you are running CUE 7.0). Note that the hostname shown in the prompt might not necessarily start with UC500-CUE.
  9. Execute the software install clean url cue-main.ise.7.0.3.pkg file> username password command, substituting the cue-main.ise.7.0.3.pkg file>, , and with the appropriate values.
  10. When prompted for languages to install, be sure to select Danish and Norwegian as your languages, and that English is not selected as a language.
  11. Once the CUE installation has been completed and rebooted, you should wait until you get a prompt and the SYSTEM ONLINE message appears.
  12. Execute the software install clean url cue-vm-license_50mbx_cme_ise.7.0.3.pkg file> username password command, substituting the file>, , and with the appropriate values.
  13. If you backed up CUE using CCA, be sure to exit out of your CUE session, and then restore CUE using CCA. If you backed up CUE using the CUE web GUI or CUE CLI, you can restore CUE by either using the CUE web GUI by using the CUE CLI after configuring CUE with the CUE backup location, backup FTP server username, and backup FTP server password.
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    ronnypettersen Wed, 10/28/2009 - 11:02

    Also when i try adding the language pack from cli i get the following:

    UC500-CUE# $e install add url ftp://*.*.*.*/cue-vm-no_NO-langpack.ise.7.0.3.prt1


    WARNING:: This command will install the necessary software to
    WARNING:: complete an add-on install.  It is recommended that a backup be done
    WARNING:: before installing software.

    Would you like to continue? [n]y
    Software install using RAM

    Downloading ftp cue-vm-no_NO-langpack.ise.7.0.3.prt1
    Bytes downloaded :  26787918

    Validating package signature ... done
    ERROR: Invalid package. Please verify if this is a valid package file.
    UC500-CUE#

    Correct Answer
    John Platts Wed, 10/28/2009 - 11:11

    You actually need to download the cue-vm-da_DK-langpack.ise.7.0.3.prt1 and the cue-vm-no_NO-langpack.ise.7.0.3.prt1 files from the UC520 software download website.

    Please be sure to do a backup of CUE before proceeding.

    Here is the way to fix this problem using CLI:

    1. Back up CUE using CCA, the CUE web GUI, or CUE CLI.
    2. Close out of CCA.
    3. Extract the SCUE-UC520-7.0.3.zip file to a location accessible from your FTP server.
    4. Copy the cue-vm-da_DK-langpack.ise.7.0.3.prt1 and cue-vm-no_NO-langpack.ise.7.0.3.prt1 to the same location as the files extracted in step #3. This directory will contain the cue-main.ise.7.0.3.pkg and the other files needed for the CUE reinstall.
    5. Start your FTP server. Your FTP server must be listening on TCP port 21 in order to perform the CUE upgrade.
    6. Access the CUE CLI by accessing the UC520 IOS CLI first, and then executing the service-m i0/0 se command.
    7. Log into CUE by entering your username and password when prompted.
    8. You should get a prompt similar to this: UC500-CUE> (if you are running CUE 2.3, 3.0, or 3.2), or UC500-CUE# (if you are running CUE 7.0). Note that the hostname shown in the prompt might not necessarily start with UC500-CUE.
    9. Execute the software install clean url cue-main.ise.7.0.3.pkg file> username password command, substituting the cue-main.ise.7.0.3.pkg file>, , and with the appropriate values.
    10. When prompted for languages to install, be sure to select Danish and Norwegian as your languages, and that English is not selected as a language.
    11. Once the CUE installation has been completed and rebooted, you should wait until you get a prompt and the SYSTEM ONLINE message appears.
    12. Execute the software install clean url cue-vm-license_50mbx_cme_ise.7.0.3.pkg file> username password command, substituting the file>, , and with the appropriate values.
    13. If you backed up CUE using CCA, be sure to exit out of your CUE session, and then restore CUE using CCA. If you backed up CUE using the CUE web GUI or CUE CLI, you can restore CUE by either using the CUE web GUI by using the CUE CLI after configuring CUE with the CUE backup location, backup FTP server username, and backup FTP server password.
      ronnypettersen Wed, 10/28/2009 - 14:51

      Thanks for the reply John

      I have now installed it with norwegian language, i was unable to use the danish because of an file validation error.

      So only the norway language pack was installed.

      The script prompts now looks right, but still i get an "network error" tone when transferred to voicemail.

      I have debugged on the cme and see that it uses the correct dial peers, but i am unshure on how to debug further on the CUE.

      Any suggestions on what could be wrong?

      All the mailboxes and settings seems to be like before upgrade when it all worked..

      ronnypettersen Thu, 10/29/2009 - 06:29

      UC500-CUE# sh run
      Generating configuration:


      clock timezone Europe/Oslo

      hostname UC500-CUE

      line console
        exit

      system language preferred "no_NO"

      ntp server 10.1.10.2 prefer
      ntp server 192.36.143.150

      software download server url "ftp://127.0.0.1/ftp" credentials hidden "6u/dKTN/hsEuSAEfw40XlF2eFHnZfyUTSd8ZZNgd+Y9J3xlk2B35j0nfGWTYHfmPSd8ZZNgd+Y9J3xlk2B35j0nfGWTYHfmPSd8ZZNgd+Y9J3xlk2B35j0nfGWTYHfmP"
      site name local
      site-hostname 10.1.10.2
      web credentials hidden "GixGRq8cUmFqrOHVxftjAknfGWTYHfmPSd8ZZNgd+Y9J3xlk2B35j0nfGWTYHfmPSd8ZZNgd+Y9J3xlk2B35j0nfGWTYHfmPSd8ZZNgd+Y9J3xlk2B35j0nfGWTYHfmP"
      end site

      privilege ViewRealTimeReports create
      privilege ManagePublicList create
      privilege vm-imap create
      privilege broadcast create
      privilege ViewHistoricalReports create
      privilege manage-users create
      privilege manage-passwords create
      privilege ManagePrompts create
      privilege ViewPrivateList create
      privilege local-broadcast create
      privilege tcv-payroll create

      groupname Folloregn create
      groupname tcv-payroll-specialists create
      groupname IMAPgrp create
      groupname Broadcasters create

      username Inger create
      username cisco create
      username Sven create
      username fax1 create
      username Per create
      username Jane create
      username Berit create
      username Helge create
      username Bjorg create
      username Jorgen create
      username user2 create
      username user1 create
      username user3 create
      username Knut create
      username Ingrid create
      username user4 create

      privilege ViewRealTimeReports description "Privilege to view realtime reports"
      privilege ManagePublicList description "Privilege to manage public lists"
      privilege vm-imap description "Privilege to manage personal voicemail via IMAP client"
      privilege broadcast description "Privilege to send local or remote broadcast messages"
      privilege ViewHistoricalReports description "Privilege to view historical reports"
      privilege manage-users description "Privilege to create, modify, and delete users and groups"
      privilege manage-passwords description "Privilege to reset user passwords"
      privilege ManagePrompts description "Privilege to create, modify, or delete system prompts"
      privilege ViewPrivateList description "Privilege to view private list"
      privilege local-broadcast description "Privilege to send local broadcast messages"
      privilege tcv-payroll description "privilege of a TimeCardView payroll specialist"
      privilege ViewRealTimeReports operation report.realtime
      privilege ManagePublicList operation voicemail.lists.public
      privilege ManagePublicList operation system.debug
      privilege vm-imap operation voicemail.imap.user
      privilege broadcast operation system.debug
      privilege broadcast operation broadcast.remote
      privilege broadcast operation broadcast.local
      privilege ViewHistoricalReports operation report.historical.view
      privilege manage-users operation system.debug
      privilege manage-users operation user.configuration
      privilege manage-users operation user.password
      privilege manage-users operation user.remote
      privilege manage-users operation group.configuration
      privilege manage-users operation user.notification
      privilege manage-users operation user.mailbox
      privilege manage-users operation user.pin
      privilege manage-passwords operation system.debug
      privilege manage-passwords operation user.password
      privilege manage-passwords operation user.pin
      privilege ManagePrompts operation system.debug
      privilege ManagePrompts operation prompt.modify
      privilege ViewPrivateList operation voicemail.lists.private.view
      privilege local-broadcast operation system.debug
      privilege local-broadcast operation broadcast.local

      groupname Administrators member cisco
      groupname Folloregn member Bjorg
      groupname Folloregn member Inger
      groupname Folloregn member Helge
      groupname Folloregn member Ingrid
      groupname Folloregn member Jane
      groupname IMAPgrp member Inger
      groupname IMAPgrp member Sven
      groupname IMAPgrp member fax1
      groupname IMAPgrp member Per
      groupname IMAPgrp member Jane
      groupname IMAPgrp member Berit
      groupname IMAPgrp member Helge
      groupname IMAPgrp member Bjorg
      groupname IMAPgrp member Jorgen
      groupname IMAPgrp member user2
      groupname IMAPgrp member user1
      groupname IMAPgrp member user3
      groupname IMAPgrp member Knut
      groupname IMAPgrp member Ingrid
      groupname IMAPgrp member user4
      groupname Folloregn privilege vm-imap
      groupname Folloregn privilege broadcast
      groupname Folloregn privilege ViewPrivateList
      groupname Folloregn privilege ManagePublicList
      groupname tcv-payroll-specialists privilege tcv-payroll
      groupname IMAPgrp privilege vm-imap
      groupname Broadcasters privilege broadcast

      username Inger phonenumber "203"
      username Sven phonenumber "205"
      username fax1 phonenumber "301"
      username Per phonenumber "207"
      username Jane phonenumber "206"
      username Berit phonenumber "209"
      username Helge phonenumber "210"
      username Bjorg phonenumber "201"
      username Jorgen phonenumber "204"
      username user2 phonenumber "302"
      username user3 phonenumber "303"
      username Knut phonenumber "208"
      username Ingrid phonenumber "202"
      username user4 phonenumber "304"
      username Inger phonenumberE164 "64974192"
      username Sven phonenumberE164 "64974194"
      username fax1 phonenumberE164 "64974161"
      username Per phonenumberE164 "64974196"
      username Jane phonenumberE164 "64974195"
      username Berit phonenumberE164 "64974198"
      username Helge phonenumberE164 "64974162"
      username Bjorg phonenumberE164 "64974190"
      username Jorgen phonenumberE164 "64974193"
      username Knut phonenumberE164 "64974197"
      username Ingrid phonenumberE164 "64974191"

      restriction msg-notification create
      restriction msg-notification min-digits 1
      restriction msg-notification max-digits 30
      restriction msg-notification dial-string preference 1 pattern * allowed

      backup server url "ftp://192.168.1.50/cue" credentials hidden "E6mpjxPy8DOyJhb8IyAEt1xztJ8+t+4XSd8ZZNgd+Y9J3xlk2B35j0nfGWTYHfmPSd8ZZNgd+Y9J3xlk2B35j0nfGWTYHfmPSd8ZZNgd+Y9J3xlk2B35j0nfGWTYHfmP"

      calendar biz-schedule systemschedule
      open day 1 from 00:00 to 24:00
      open day 2 from 00:00 to 24:00
      open day 3 from 00:00 to 24:00
      open day 4 from 00:00 to 24:00
      open day 5 from 00:00 to 24:00
      open day 6 from 00:00 to 24:00
      open day 7 from 00:00 to 24:00
      end schedule

      ccn application autoattendant aa
      description "autoattendant"
      enabled
      maxsessions 6
      script "aa.aef"
      parameter "busClosedPrompt" "AABusinessClosed.wav"
      parameter "holidayPrompt" "AAHolidayPrompt.wav"
      parameter "welcomePrompt" "AAWelcome.wav"
      parameter "disconnectAfterMenu" "false"
      parameter "dialByFirstName" "false"
      parameter "allowExternalTransfers" "false"
      parameter "MaxRetry" "3"
      parameter "dialByExtnAnytime" "false"
      parameter "busOpenPrompt" "AABusinessOpen.wav"
      parameter "businessSchedule" "systemschedule"
      parameter "dialByExtnAnytimeInputLength" "4"
      parameter "operExtn" "0"
      end application

      ccn application ciscomwiapplication aa
      description "ciscomwiapplication"
      enabled
      maxsessions 6
      script "setmwi.aef"
      parameter "CallControlGroupID" "0"
      parameter "strMWI_OFF_DN" "A801"
      parameter "strMWI_ON_DN" "A800"
      end application

      ccn application msgnotification aa
      description "msgnotification"
      enabled
      maxsessions 6
      script "msgnotify.aef"
      parameter "logoutUri" "http://localhost/voicemail/vxmlscripts/mbxLogout.jsp"
      parameter "DelayBeforeSendDTMF" "1"
      end application

      ccn application promptmgmt aa
      description "promptmgmt"
      enabled
      maxsessions 1
      script "promptmgmt.aef"
      end application

      ccn application voicemail aa
      description "voicemail"
      enabled
      maxsessions 6
      script "voicebrowser.aef"
      parameter "logoutUri" "http://localhost/voicemail/vxmlscripts/mbxLogout.jsp"
      parameter "uri" "http://localhost/voicemail/vxmlscripts/login.vxml"
      end application

      ccn engine
      end engine

      ccn reporting historical
      database local
      description "UC500-CUE"
      end reporting

      ccn subsystem sip
      gateway address "10.1.10.2"
      dtmf-relay sip-notify
      end subsystem

      ccn trigger http urlname msgnotifytrg
      application "msgnotification"
      enabled
      maxsessions 2
      end trigger

      ccn trigger http urlname mwiapp
      application "ciscomwiapplication"
      enabled
      maxsessions 1
      end trigger

      ccn trigger sip phonenumber 100
      application "voicemail"
      enabled
      maxsessions 6
      end trigger

      ccn trigger sip phonenumber 200
      application "autoattendant"
      enabled
      maxsessions 6
      end trigger

      service imap
      enable
      maxsessions 20
      end imap

      service phone-authentication
      end phone-authentication

      service voiceview
      enable
      end voiceview

      voicemail callerid
      voicemail default language no_NO
      voicemail broadcast recording time 300
      voicemail recording time 400
      voicemail default messagesize 240
      voicemail notification restriction msg-notification
      voicemail live-reply enable
      voicemail mailbox owner "Berit" size 775
      end mailbox

      voicemail mailbox owner "Bjorg" size 775
      end mailbox

      voicemail mailbox owner "Helge" size 775
      end mailbox

      voicemail mailbox owner "Inger" size 775
      end mailbox

      voicemail mailbox owner "Ingrid" size 775
      end mailbox

      voicemail mailbox owner "Jane" size 775
      end mailbox

      voicemail mailbox owner "Jorgen" size 775
      end mailbox

      voicemail mailbox owner "Knut" size 775
      end mailbox

      voicemail mailbox owner "Per" size 775
      end mailbox

      voicemail mailbox owner "Sven" size 775
      end mailbox

      voicemail mailbox owner "fax1" size 775
      end mailbox

      voicemail mailbox owner "user1" size 775
      messagesize 60
      end mailbox

      voicemail mailbox owner "user2" size 775
      messagesize 60
      end mailbox

      voicemail mailbox owner "user3" size 775
      messagesize 60
      end mailbox

      voicemail mailbox owner "user4" size 775
      messagesize 60
      end mailbox

      end

      Marcos Hernandez Thu, 10/29/2009 - 06:34

      Nothing jumps out as being wrong. Can you please attach the IOS onfig? Remember to delete passwords and any other confidential information.


      Marcos

      Marcos Hernandez Thu, 10/29/2009 - 06:51

      Can you please do the following:

      - Remove access group 101 from Loopback 0

      - Enable "debug ccsip message" and do "term mon".

      - Let a call roll over to voicemail and capture the call trace. Send them over.


      Thanks,

      Marcos

      ronnypettersen Thu, 10/29/2009 - 09:16

      I called from my phone "041245975" to 64974195 which is translated to 205

      I configured 205 to call-forward all 100

      100 is the voice mail number.

      enabled debug as instructed and i got this:

      UC520#debug ccsip messages
      SIP Call messages tracing is enabled
      UC520#ter mon
      UC520#
      UC520#
      UC520#
      UC520#
      UC520#
      001294: Oct 29 16:12:27.007: //-1/xxxxxxxxxxxx/SIP/Msg/ccsipDisplayMsg:
      Sent:
      INVITE sip:[email protected]:5060 SIP/2.0
      Via: SIP/2.0/UDP 10.1.10.2:5060;branch=z9hG4bK91263
      Remote-Party-ID: ;party=calling;screen=no;privacy=off
      From: ;tag=4001430-1B67
      To:
      Date: Thu, 29 Oct 2009 16:12:27 GMT
      Call-ID: [email protected]
      Supported: 100rel,timer,resource-priority,replaces
      Min-SE:  1800
      Cisco-Guid: 2942118712-3285979614-2156580917-750898165
      User-Agent: Cisco-SIPGateway/IOS-12.x
      Allow: INVITE, OPTIONS, BYE, CANCEL, ACK, PRACK, UPDATE, REFER, SUBSCRIBE, NOTIFY, INFO, REGISTER
      CSeq: 101 INVITE
      Max-Forwards: 70
      Timestamp: 1256832747
      Contact:
      Call-Info: ;method="NOTIFY;Event=telephone-event;Duration=2000"
      Diversion: ;privacy=off;reason=unconditional;counter=1;screen=no
      Expires: 180
      Allow-Events: telephone-event
      Content-Length: 0


      001295: Oct 29 16:12:27.075: //-1/xxxxxxxxxxxx/SIP/Msg/ccsipDisplayMsg:
      Received:
      SIP/2.0 100 Trying
      Via: SIP/2.0/UDP 10.1.10.2:5060;branch=z9hG4bK91263
      To: ;tag=cuee3699a2e
      From: ;tag=4001430-1B67
      Call-ID: [email protected]
      CSeq: 101 INVITE
      Content-Length: 0
      Timestamp: 1256832747
      Contact:


      001296: Oct 29 16:12:27.267: //-1/xxxxxxxxxxxx/SIP/Msg/ccsipDisplayMsg:
      Received:
      SIP/2.0 180 Ringing
      Via: SIP/2.0/UDP 10.1.10.2:5060;branch=z9hG4bK91263
      To: ;tag=cuee3699a2e
      From: ;tag=4001430-1B67
      Call-ID: [email protected]
      CSeq: 101 INVITE
      Content-Length: 0
      Contact:


      001297: Oct 29 16:12:27.307: //-1/xxxxxxxxxxxx/SIP/Msg/ccsipDisplayMsg:
      Received:
      SIP/2.0 200 Ok
      Via: SIP/2.0/UDP 10.1.10.2:5060;branch=z9hG4bK91263
      To: ;tag=cuee3699a2e
      From: ;tag=4001430-1B67
      Call-ID: [email protected]
      CSeq: 101 INVITE
      Content-Length: 172
      Contact:
      Content-Type: application/sdp
      Call-Info: ;method="NOTIFY;Event=telephone-event;Duration=2000"
      Allow-Events: telephone-event

      v=0
      o=CiscoSystemsSIP-Workflow-App-UserAgent 2274 2274 IN IP4 10.1.10.1
      s=SIP Call
      c=IN IP4 10.1.10.1
      t=0 0
      m=audio 16900 RTP/AVP 0
      a=rtpmap:0 pcmu/8000
      a=ptime:20

      001298: Oct 29 16:12:27.319: //-1/xxxxxxxxxxxx/SIP/Msg/ccsipDisplayMsg:
      Sent:
      ACK sip:[email protected]:5060 SIP/2.0
      Via: SIP/2.0/UDP 10.1.10.2:5060;branch=z9hG4bKA1D70
      From: ;tag=4001430-1B67
      To: ;tag=cuee3699a2e
      Date: Thu, 29 Oct 2009 16:12:27 GMT
      Call-ID: [email protected]
      Max-Forwards: 70
      CSeq: 101 ACK
      Allow-Events: telephone-event
      Reason: Q.850;cause=0
      Content-Length: 0


      001299: Oct 29 16:12:27.319: //-1/xxxxxxxxxxxx/SIP/Msg/ccsipDisplayMsg:
      Sent:
      BYE sip:[email protected]:5060 SIP/2.0
      Via: SIP/2.0/UDP 10.1.10.2:5060;branch=z9hG4bKB2157
      From: ;tag=4001430-1B67
      To: ;tag=cuee3699a2e
      Date: Thu, 29 Oct 2009 16:12:27 GMT
      Call-ID: [email protected]
      User-Agent: Cisco-SIPGateway/IOS-12.x
      Max-Forwards: 70
      Timestamp: 1256832747
      CSeq: 102 BYE
      Content-Length: 0


      001300: Oct 29 16:12:27.331: //-1/xxxxxxxxxxxx/SIP/Msg/ccsipDisplayMsg:
      Received:
      SIP/2.0 200 Ok
      Via: SIP/2.0/UDP 10.1.10.2:5060;branch=z9hG4bKB2157
      To: ;tag=cuee3699a2e
      From: ;tag=4001430-1B67
      Call-ID: [email protected]
      CSeq: 102 BYE
      Content-Length: 0

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