Problem in Viewmail

[ciscounity]

We are getting the following error when playing voicemail using viewmail, The ip phone rings but the message does not play , same message can be played in media player,

This issue is with 2 pc's having windows xp service pack 2 (firewall service is disabled)

Unity - 4.0(3) SR1

Viewmail - 2.4.0.1 , 4.05

Outlook - 2003

Avinash

[Erick Bergquist]

Bug id CSCee03366

If XP SP2 is applied on a system, Trap doesnt work on VMO

http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCee03366&cco_product=Cisco+Unity+Unified+Messaging&fset=&swver=4.0&keyw=windows%20xp%20sp2&target=&train=

Symptom:

When using the phone as the playback/recording device to play/record a voice

mail using Viewmail for Outlook (VMO), the phone rings and when the phone is

answered there is silence or the following error message is

displayed: "Unknown problems are preventing the completion of the call".

Conditions:

VMO 3.x, 4.x

Unity 4.0(3) and older

Cause:

Windows XP SP2 comes with a built-in firewall that blocks incoming traffic to

TCP port 135. With VMO telephone playback, Unity makes a DCOM callback to

Outlook to fetch the audio stream and since DCOM needs TCP port 135 to

establish a connection, the callback fails. Other third party security

software such as anti-virus software and VPN software can also cause incoming

DCOM calls to fail.

Workaround:

Option 1: The telephone record and playback feature in VMO 4.0(4) and Unity 4.0

(4) has been redesigned such that there are no DCOM calls from Unity to the

Outlook, so Unity is immune to client issues such as RPC hang, DCOM traffic

blocked by third party security software etc. Upgrade both Unity and VMO to

version 4.0(4).

Option 2: For Unity 4.0(3) and older versions, configure the Personal Firewall

in Windows XP SP2 (add exceptions) to allow traffic to port 135 and to the

process C:\Windows\system32\AvTrapConnectionHolderSvr.exe process. For more

information, refer to the Microsoft Knowledge Base

Article 842242:

http://support.microsoft.com/default.aspx?kbid=842242

[ciscounity]

Hi,

Thanks for the details, I had mentioned that the

firewall service is disabled,so this is not firewall issue,

Avinash

[Erick Bergquist]

In your post, you say you are on unity 4.0(3).

You need to follow option 2 in the workaround, or update your unity to 4.0(4) or higher. Current is 4.1(1).

[ciscounity]

this has to be done even if firewall is disabled ????

I followed below process to disable,

http://www.utmem.edu/helpdesk/sp2/sp2firewall.htm

We are planning to upgrade to 4.05 soon, cann't upgrade to 4.1 as japanese support is not there.

Avinash