1. © 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 1 Cisco Unity Connection 2.0 Phone View Troubleshooting Mike Maas, Unified Communications Business Unit

2. © 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 2 Overview  The Big Picture  Errors and Troubleshooting CallManager and IP Phone Unity Connection

3. © 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 3 The Big Picture Authentication 1.Phone Call established into Unity Connection 2.User enters into the conversation with Unity Connection 3.Phone View Feature triggered 4.Communications with the phone are authenticated 5.Phone validates the credentials with CallManager for every request OK

4. © 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 4 The Big Picture Feature Implementation 1.Phone View is Requested 2.A filtered collection of messages is retrieved from the Unity Connection database 3.The message list is relayed to the phone as an XML object 4.URL Events from the Phone are received by Unity Connection 5.Events from the phone guide the conversation Play Message 2 Message 1 Message 2 Message 3 Conversation Plays Message

5. © 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 5 Phone View  Authentication  Displayed Errors XML Parsing Errors Host Not Found  Network Resolution/Bandwidth/Latency Problems CallManager and IP Phone Errors

6. © 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 6 Phone View  Check for an incorrect configuration Default Authentication URL is set incorrectly Application User details missing or wrong User exists with the right password and phones  Verify the configuration information Reboot as necessary to pickup load and configuration changes  Network Packet Analysis CallManager and IP Phone Troubleshooting

7. © 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 7 Phone View  Unity Errors The User receives an error prompt “You are not configured to show messages” = configuration “There was an error displaying messages” = failure The User gets nothing Unity Connection Errors

8. © 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 8 Phone View  Verify and Configure the CallManager integration Verify you have a working integration to the CallManager Check "Enable Phone Applications" on the Phone System Basics page of your CallManager integration For CTI User and Password, use the previously entered CallManager Application User and Password information  Verify the User Configuration  PhoneManager / CDE / VUI Traces  Network Packet Analysis Unity Connection Troubleshooting

9. © 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 9