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Cisco Unity 4.0(4) does not answer calls when a user attempts to access the Unity server remotely using WTS in console mode - call is dropped after one ring and the Cisco Unity's multi-media component has encountered a serious error message displays in

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Wed, 07/22/2009 - 19:31
Jun 17th, 2009
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Core Issue

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.


Resolution

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:


    1. Click  the options command button.
    2. Go to the Local resources tab.
    3. Change the remote computer sound selection to leave at remote computer.
    4. 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.


Problem Type

Call connection  (Connection quality: One-way audio, no busy tone, dropped calls, etc.)

Voicemail problems

Call Connection

Call answer

Dropped or disconnected calls

Ring tone or rings

Voicemail Problems

Voicemail behavior problems


Voicemail System

Unity


Failure Type

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.

Error message

Cannot connect to server, disconnect, register, synchronize, communicate, etc.

Frequency and Scope of Symptom

Voicemail specific

Occurs only during or after a specific event

When Problem Occurs

While calling voicemail system


Troubleshooting Tools

Application event viewer or other event log


Unity Errors

Cisco Unity's multi-media component has enountered a serious error.


Unity Version

Unity 4.x


Operating System Components

Windows 2003

Terminal services

Mail Packages

Mail servers

Exchange 2003

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