- Gold, 750 points or more
The issue occurs when the Cisco Unity server software version is 4.0.4 SR1, the TSP version is 7.0.4, and Microsoft Exchange 2003 is used as the message store.
The issue happens when a user attempts to remotely access the Cisco Unity server Windows Terminal Services (WTS) in console mode (using the /console command line parameter). WTS console mode connections cause Cisco Unity call answering failures. Several error messages sourced from CiscoUnity_Wav event ids 801, 818, and 822 are recorded in the application log. These errors coincide with calls that are disconnected. The server has to be rebooted twice before service is restored. After a Cisco Unity restart, it works for a few hours and then stops working again.
This issue is documented in Cisco bug ID CSCeg39434.
Use one or more of these steps to solve the issue:
- Do not run WTS in console mode. Do not use the /console command line parameter.
- Complete these steps when you initiate a console-mode WTS session in order to change the audio settings:
- Click the options command button.
- Go to the Local resources tab.
- Change the remote computer sound selection to leave at remote computer.
- Save these settings for the WTS session to a config file. Then, when that config file is used for a future WTS console-mode session, the appropriate audio settings are used in a manner where Cisco Unity audio is not adversely affected.
Note: WTS is not an officially supported remote access solution for Cisco Unity until release 3.1(4). For this reason, it is still required that Symantec pcAnywhere is installed on the Cisco Unity server for all versions earlier than 3.1(4). However, you can open a pcAnywhere TCP/IP connection to the loopback address of 127.0.0.1 to overcome the limitations of WTS. This enables interoperability between Cisco Unity and WTS. This workaround is detailed in the Configuration section of Workaround for Accessing Cisco Unity Remotely Using WTS.
Call connection (Connection quality: One-way audio, no busy tone, dropped calls, etc.)
Dropped or disconnected calls
Ring tone or rings
Voicemail behavior problems
Bad operational behavior
Drops out, times out, flaps, toggles, hangs, gets stuck, locks up, loops, temporary pause, stops responding, cuts short, etc.
Nothing transmitted: Not sent or received, notification, alert or delivery, etc.
Cannot connect to server, disconnect, register, synchronize, communicate, etc.
Frequency and Scope of Symptom
Occurs only during or after a specific event
When Problem Occurs
While calling voicemail system
Application event viewer or other event log
Cisco Unity's multi-media component has enountered a serious error.
Operating System Components