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With Unity server (version 4.0[3] or older) and Windows XP SP2, voicemail recording and playback fails with the error message when using the phone to play and record a voice mail using ViewMail (version 4.x and 3.x) for Outlook (VMO)

Core Issue

With Unity server (version 4.0[3] or older) and Windows XP SP2, voicemail recording and playback fails with the Unknown problems are preventing the completion of the call error message when using the phone to play and record a voice mail using ViewMail (version 4.x and 3.x) for Outlook (VMO)

Windows XP SP2 comes with a built-in firewall that blocks incoming traffic to Transmission Control Protocol (TCP) port 135. With View Mail for Outlook (VMO) telephone playback, Cisco Unity makes a Distributed Component Object Model (DCOM) callback to Microsoft Outlook to fetch the audio stream. Because DCOM needs TCP port 135 to establish a connection, the callback fails. Other third party security software, like anti-virus software and VPN software, can also cause incoming DCOM calls to fail.

In Windows XP SP2, Telephone Record and Playback (TRAP) failure occurs while recording greetings through the phone.

After the user logs in to the computer and sends the ViewMail message to the phone, the phone rings. However, as soon as the phone is picked up, the error message is displayed. This results in TRAP failure.

Resolution

This problem is documented in Cisco bug ID CSCee03366. This problem is fixed in Cisco Unity Server version 4.(0) 4, which can be downloaded from Software Download: Cisco Unity 4.0 Software.

For information on upgrading to Cisco Unity server 4.(0)4, refer to Upgrading Cisco Unity 4.0(x) Software to Version 4.0(4).

For more information on issues with Windows XP Service Pack 2, refer to Some programs seem to stop working after you install Windows XP Service Pack 2

Voicemail playback and recording fails when using Cisco Unity ViewMail for Outlook. An Unknown Problems are Preventing the Connection to the Server error message is received.

This problem does not occur if speakers and Cisco Personal Communications Assistant are used as playback instead of the phone.

Note: ViewMail also works perfectly in Windows XP SP1 with Microsoft Outlook 2002 and 2003 and in Windows 2004 P4 with Microsoft Outlook 2002.


Version history
Revision #:
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Last update:
‎06-22-2009 05:01 PM
Updated by: