No employees found in Dial by Name Directory

Unanswered Question
Mar 23rd, 2010

Okay, so one of our employees brought this to my attention. When someone calls our office and then presses 1 to hear the directory options, it says there is no one in the directory. I've checked, and everyone is listed. Did I miss something?

Any ideas on what to check?

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David Hailey Wed, 03/24/2010 - 08:09

What product are you using - Unity Connection, Unity?


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David Hailey Wed, 03/24/2010 - 16:15

Have you verified the search scope of the Directory Handler?  What is the search scope of the Directory Handler?  If it is a Public Distribution List, have you verified that the users actually appear as members of the PDL?  In addition, do you list users in the directory by default and do you allow users to change their directory listing status?


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CompTech499 Thu, 03/25/2010 - 15:16

Search in: Local Cisco Unity Server Only

Search By: First, Last

Route Automatically

It's not a public distribution list, as the PDL is empty.

The thing that puzzles me is that the employees have a check next to "list in phone directory"

I'm not sure if they can unlist themselves, but I don't think thats the issue in this case. By Default I believe they are listed.

David Hailey Fri, 03/26/2010 - 09:24

So, when you say that you've checked the directory - where are you looking?  This may sound trivial but it will help me to know what to suggest to you next.


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CompTech499 Fri, 03/26/2010 - 09:36

I've checked our Unity server and the Call Manager. Listed both in the public directory on Unity, and Global on CallManager.

David Hailey Fri, 03/26/2010 - 09:50

So, what's in the Call Manager is irrelevant as that's not related to Unity. However, for Unity - here are 2 things I would try:

1) Double check the Call Handler that callers hear when they call into your system and verify that option 1 is configured correctly - i.e., it points to the Directory Handler that you've checked is set to look in the local Unity server.

2) Change the scope of the Directory Handler to the All Subscribers distribution list and see if this makes a difference in behavior.


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CompTech499 Fri, 03/26/2010 - 10:14

Well here's the thing...the other offices don't seem to have the issue. And we are all on the same system.

I'm guessing that would change the scope.

David Hailey Fri, 03/26/2010 - 14:10

So, when your users dial into Unity to reach this functionality - do they all dial the same number and reach the same Call Handler?  Can you give me some specifics on your setup in terms of Unity?

1) Are outside callers affected only?  Internal callers only?  Both?

2) Do all offices dial the same number (same question as above), reach the same handler, etc?

3) Have you verified the behavior is the same as what was reported?

4) Have you used the Call Viewer in Unity to "see" what is occurring when users call in to the system?

5) Did you try changing the scope to the All Subscribers DL?  This is essentially the same as the "Local Server" option as each user created in Unity is added to the system All Subscribers DL by default.


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CompTech499 Fri, 03/26/2010 - 15:49

Outside callers only, as the directory on the phones work..for the most part

All offices have their respective local numbers, the call handler messages are different for each city, but its all under the same server.

I don't see that we have the call viewer, if we do, it's not named that.

See atattched photo. DL I believe is unrelated.

David Hailey Fri, 03/26/2010 - 17:23

Well, what would be different here is the path in which each call potentially comes into the network and thus into Unity. So, you could be having a DTMF issue at your main site where calls from the PSTN are affected. You can use the Port Status monitor I believe (in system tray) to watch a call once it hits Unity. You would want to set the refresh down to zero seconds (no delay) and dial into the system (presumably first, via PSTN into your local site). Watch the call see if Unity recognizes the digits being passed. That would be step 1 for me.

David Hailey Mon, 03/29/2010 - 14:52

Right click the Unity system tray icon.  Select "Launch Status Monitor" and then select the second icon at the top which is the port status monitor.  Change refresh rate to 0 and make test calls.


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CompTech499 Mon, 03/29/2010 - 15:16

There isn't one. Pretty much empty except for the local network connection.

Closest I see to it is the Real Time Monitoring Tool.

David Hailey Mon, 03/29/2010 - 15:41

1) What version of Unity are you running?

2) What account are you logging in with?

The Unity service tray icon is standard in everything from 4x and, it would be odd to see nothing.


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David Hailey Tue, 03/30/2010 - 12:49

Login as Unity Admin (if you've implemented this account) or Unity Install using AD domain accounts and user credentials.  You should see the Unity tray icon indicating the service is up and running and you should be able to access the status monitor from there.


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CompTech499 Tue, 03/30/2010 - 13:06

Unity install? Plugin? You will have to excuse me, I'm not as familiar with the Cisco system.

David Hailey Tue, 03/30/2010 - 13:13

You create 4 accounts to administer Unity when it is installed. At a minimum, you create 3:

UnityInstall - the installation account for Unity

UnityDirSvc - account for directory services and backend service account for Web SA

UnityMsgStoreSvc - account that handles message store operations

The optional but recommended one is UnityAdmin - account used to login and do basic admin tasks and is associated with Web SA for primary administration account.

When you login to the system, login as one of those accounts. They are not plug-ins.


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CompTech499 Wed, 03/31/2010 - 12:39

I have no record of any of those users. Only one Admin account as far as I

can see.

David Hailey Wed, 03/31/2010 - 12:42

Wow. Are you logging in as the local system Administrator or are you logging in with a Domain account?

CompTech499 Wed, 03/31/2010 - 13:16

Locally first, into our server, then into the domain account through the web

interface. I believe.

David Hailey Wed, 03/31/2010 - 13:19

And when you login to the web - what is the domain account you are using? That is likely the account you need to login to the server as.


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David Hailey Wed, 03/31/2010 - 13:29

Well, that's likely one of the Unity service accounts and it's not set as local admin or allowed local logon to the server. What is the name of the account you are using? That may lead me to how things are configured for you guys.


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David Hailey Mon, 04/05/2010 - 15:03

If you can't login to the OS and access Unity tools, troubleshooting

is limited. Any word on what account you're using?

Sent from my iPhone

On Apr 5, 2010, at 5:39 PM, CompTech499

CompTech499 Mon, 04/05/2010 - 15:26

We have 3 accounts that login in different places

Cisco Unity: unityadmin

CallManager: ccadmin

Windows Server: Admin

I've atattched a screenshot to show you what I see when I login to the

server. It's probably something super easy to fix, it's just the fact

i don't have a clue as where to even start.

David Hailey Mon, 04/05/2010 - 21:55

Could you do me a favor?  Please open the Services panel and take a screenshot of the services running on this server?  The screenshot is fishy to me because it appears as if you have multiple apps installed on the same you only have one server for CCM and Unity?


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CompTech499 Tue, 04/06/2010 - 10:24

Is there anyway I could, from the only login we have, find out or

change all the passwords (there are a few services that I'll click and

the stored password is wrong, or a few that just don't go anywhere).

Or even find out the windows login for unityinstall? I've searched

this computer high and low. There is zero call viewer. Closest thing I

have is real time monitoring tool (which I can't access as we have no

password listed for it), CDR analysis/reporting (which goes to an

error page, see attached), and the dialed number analyzer (which also

has a password stored that doesn't work). I must admit, I'm quite

disappointed with this phone system, too much of a pain, and too much

that keeps going wrong.

Another issue that just appeared, is that another office now has an

incorrect greeting, and again, too many different systems on the

guides, so I have no clue on how to change it. And of course it isn't

as simple as calling a number and changing it.

Any new input?

David Hailey Tue, 04/06/2010 - 10:45

To be honest with you, the tools you are talking about are not installed on a Unity server. Instead, they are installed on Call Manager. RTMT is a monitoring tool for CCM/CUCM and CDR is the Call Detail Record of the CCM. The CCM or Call Manager is the IP PBX. Unity is the voice messaging server. Looking at your screen shot, it appears to me that you have both Unity and Call Manager installed on the same box (or possibly just shortcuts to each application). If you do have both installed on 1 server, I've never know that to be a supported configuration. I don't think the phone system is a pain as much as lack of knowledge of the system is turning out to be for you. There are many folks here, including myself, that can assist with most any application but it's more difficult without some solid details. So, here are some questions:

1) How many physical servers do you have for UC apps? In most setups, you should have 2 CCM's - a Publisher and a Subscriber. For Unity, it depends on if you're doing voicemail only or Unified Messaging. In a VMO set up, you'd typically have 2 servers. Unity and then an Exchange server as the message store. In a UM setup, you'd have Unity. The message store would be your corporate mail system (Exchange or Domino). Optionally, you might have a backup Unity server in either scenario.

2) If the screen shot you sent is the only server you have, that would be a red flag to me. So, if you can post a screenshot of the services running on that server it would help. For Call Manager, the primary services will be called Cisco Call Manager, Cisco CDR Analysis and Reporting, etc. On Unity, the services typically start with AvCs or something along those lines. The primary part is the Av which stands for Active Voice - the product that was acquired and became Unity.

For your current issue, if you have a greeting that is recorded incorrectly. It is actually as simple as calling a number and changing it...however, it would require some setup when the system was built or doing it now. Either way, you need to be able to login to both CCM and Unity and get around with some assistance.


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CompTech499 Tue, 04/06/2010 - 11:21

In terms of the physical servers, I believe we have them in each city,

but if that's the case they are tied into one login. We do have

another server for Exchange, you would be correct on that, and they

are linked. I know that much.

And I can log into Unity and Call manager, but the other items I

mentioned, the passwords we have on file are incorrect.

David Hailey Tue, 04/06/2010 - 12:39

It's more than possible to have the same login credentials for all the servers.  Doesn't mean they're the same account but at least the same user and password.  So, you believe you have different servers in each city...let me ask this:

When you connect via RDP to CCM and Unity - are they different IP addresses or what?  That's what I'm getting with how your system appears to be installed.


CompTech499 Tue, 04/06/2010 - 13:07

Couldn't tell ya. At least a few years.

Sent via Crackberry 9700, T-Mobile

David Hailey Wed, 04/07/2010 - 13:45

Unfortunately, all of the information I've gathered from you leads me to believe your setup is definitely not supported.  The only co-resident install of CUCM and voicemail that is supported is CUCM-BE (Business Edition) which is a Linux hardware appliance that runs CUCM and Unity Connection and supports up to 500 users.

In your case, it appears you're running a Windows-based version of CCM and Unity.  In that case, the underlying OS for CCM is a customized, hardened version of Windows that was modified by Cisco.  Unity runs a more commerical like setup.  Supported applications like CSA (Cisco Security Agent) are completely different for both applications and cannot run in tandem on the same machine.  In addition, patches that apply to Unity may not be tested for CCM and so forth.  In addition, they both have different hardware and software requirements.  A co-resident install of both CCM and Unity, to my knowledge, has never been a supported setup.  Without being able to get to the appropriate utilities (i.e., tools that reside on the OS - not within the web administration portal), it's hard to help troubleshoot via the forums.


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CompTech499 Thu, 04/08/2010 - 18:32

Alright! Thanks for the input. I'll forward down the line. Appreciate

your time and effort on the subject.


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