Troubleshooting Mailbox GUI Configuration Problems

You can select to create mailboxes manually when users or groups are added, or you can add mailboxes in bulk fashion during the Cisco UE Initialization Wizard when user definitions are imported from Cisco CME. The following issues may occur in the GUI:

• Mailbox configuration problems
• Orphaned mailboxes
• User and group configuration problems
• General delivery mailbox problems

Mailbox Configuration

To troubleshoot mailbox configuration problems in the GUI, the mailbox trace command trace webInterface mailbox all is useful.

Example 21-6 shows sample output of this command where the user attempts to access a mailbox that does not exist. The administrator creates a new mailbox, deletes another mailbox, and then verifies that the new mailbox has been created successfully by checking the mailbox GUI page. Other mailboxes are also shown on the GUI page. The PERSONAL_00000000000000000000009 text shown in the trace is an internal unique identifier for each mailbox. You can use this identifier to isolate operations and events that pertain to a particular mailbox in the system.

Example 21-6. Mailbox Trace

cue#trace webInterface mailbox all cue#show trace buffer tail 2607 02/28 19:39:30.308 webI mail 1 Attempt to read mailbox PERSONAL_00000000000000000000006 2178 02/28 19:40:23.483 webI mail 1 Error while reading Mailbox by owner. no such attribute 2178 02/28 19:40:23.563 webI mail 2 Created mailbox: PERSONAL_00000000000000000000009 2178 02/28 19:40:23.564 webI mail 2 Proceeding to Populate other values for new mailbox 2178 02/28 19:40:23.564 webI mail 2 Saving Mailbox 2178 02/28 19:40:23.625 webI mail 2 Finished populating other values for new mailbox 2667 02/28 19:40:23.893 webI mail 1 Filter for mailboxes : (&(ownerDn=*)) 2667 02/28 19:40:23.899 webI mail 1 Attempt to read mailbox PERSONAL_00000000000000000000004 2667 02/28 19:40:23.902 webI mail 1 Attempt to read mailbox GENERAL_000000000000000000000000 2667 02/28 19:40:23.904 webI mail 1 Attempt to read mailbox PERSONAL_00000000000000000000008 2667 02/28 19:40:23.906 webI mail 1 Attempt to read mailbox PERSONAL_00000000000000000000002 2667 02/28 19:40:23.909 webI mail 1 Attempt to read mailbox PERSONAL_00000000000000000000009 2667 02/28 19:40:23.918 webI mail 1 Attempt to read mailbox PERSONAL_00000000000000000000005 2667 02/28 19:40:23.919 webI mail 1 Attempt to read mailbox PERSONAL_00000000000000000000006 2672 02/28 19:40:39.660 webI mail 3 Going to sysdb to delete Mailbox for : /sw/local/users/test 2672 02/28 19:40:39.699 webI mail 3 Deleted mailbox: /sw/local/users/test Mailbox deleted 2672 02/28 19:40:39.699 webI mail 3 Returned from sysdb. Mailbox delete for : /sw/local/users/test 2672 02/28 19:40:39.700 webI mail 1 Filter for mailboxes : (&(ownerDn=*)) 2672 02/28 19:40:39.700 webI mail 1 Attempt to read mailbox PERSONAL_00000000000000000000004 2672 02/28 19:40:39.703 webI mail 1 Attempt to read mailbox GENERAL_000000000000000000000000 2672 02/28 19:40:39.705 webI mail 1 Attempt to read mailbox PERSONAL_00000000000000000000008 2672 02/28 19:40:39.708 webI mail 1 Attempt to read mailbox PERSONAL_00000000000000000000002 2672 02/28 19:40:39.711 webI mail 1 Attempt to read mailbox PERSONAL_00000000000000000000005 2672 02/28 19:40:39.712 webI mail 1 Attempt to read mailbox PERSONAL_00000000000000000000006

Orphaned Mailboxes

An orphaned mailbox is a mailbox without an owner. This can occur when the owner (the user profile) is deleted but the mailbox remains in the system, now unassociated with a valid user. When a user is deleted using the Cisco UE GUI, the attached mailbox is automatically deleted as well, so the orphaned mailbox condition does not occur if you do system administration via the GUI. The CLI does not operate this way, however. When the user is deleted via the Cisco UE CLI, the mailbox remains in the system (unless explicitly deleted with a separate command), and it appears as an orphaned mailbox.

To check the status of all mailboxes in the system, use the show voicemail usage command. Example 21-7 shows sample output for this command.

Example 21-7. Checking Mailbox Status

cue#show voicemail usage personal mailboxes: 100 general delivery mailboxes: 9 orphaned mailboxes: 1 capacity of voicemail (minutes): 6000 allocated capacity (minutes): 5450.0 message time used (seconds): 1183 message count: 38 average message length (seconds): 31.13157894736842 greeting time used (seconds): 63 greeting count: 8 average greeting length (seconds): 7.875 total time used (seconds): 1246 total time used (minutes): 20.766666412353516 percentage used time (%): 0

Example 21-7 shows that one orphaned mailbox exists in this system. To find out the details of the orphaned mailbox, use the command show voicemail mailbox orphaned (see Example 21-8).

Example 21-8. Showing an Orphaned Mailbox

cue#show voicemail mailbox orphaned OWNER TYPE ORPHANED TIME "Bill" Personal Jul 28 2004 18:18:06 PST

In the GUI, orphaned mailboxes are shown in the Voice Mail > Mailboxes screen. The mailbox is marked as orphaned. An orphaned mailbox does not affect the overall Cisco UE operation, but it does count as one of the licensed mailboxes. An orphaned mailbox indicates that a mailbox defined in the system cannot be used by any of the subscribers, so it is desirable to reassociate orphaned mailboxes with a valid user or remove them. To delete an orphaned mailbox in the GUI, go to the Voice Mail > Mailboxes screen, and select the orphaned mailboxes to delete. Or create a user with the same user ID as the one the orphaned mailbox belongs to. The system prompts you to reassociate the mailbox with this user.

User and Group Configurations

Users and groups are the owners of personal and general delivery mailboxes, respectively. The following are some problems you might encounter with users and groups:

• A deleted user still appears in the GUI
• A user is not associated with a voice mailbox
• A user is not associated with a group

Use the command trace webinterface user all or trace webinterface group all to troubleshoot these problems.

Deleted User Appears in the GUI

To troubleshoot a deleted user who still appears in the GUI, in the CLI first enter trace webinterface user all to turn on the traces to be monitored. In the GUI, click the deleted user to prompt more detailed information. A new window should appear. A normal webinterface trace for a valid user is given in Example 21-9.

Example 21-9. Normal User Trace

cue#trace webinterface user all cue#show trace buffer 2604 03/01 01:03:21.383 webI user 1 Resetting UserForm 2604 03/01 01:03:21.750 webI user 1 Start reading user Bill 2604 03/01 01:03:21.753 webI user 1 End reading user Bill

Because the user has been deleted, it is likely that no user window pops up and no trace is collected. This indicates that the user is no longer a valid user in the system and that the database does not have any record of that person. Use the CLI command show voicemail users to verify whether the user is in the user list. Enter the command user name delete to delete the unwanted user.

User Is Not Associated with a Voice Mailbox in the GUI

It is possible that you have configured a user with a voice mailbox but the voice mailbox does not show up in the GUI. Verify with the command show voicemail users that the user appears in the system. If the voice mail user is in the system but the mailbox does not show up in the GUI, the problem is likely a GUI issue.

To troubleshoot this problem, enable trace webinterface user all and clear the trace buffer. In the GUI, select Configure > Users and then select the user whose mailbox does not show up. A User Profile window opens. Click the Mailboxes tab. The mailbox information should appear in the same window, as shown in Figure 21-1.

Figure 21-1. User Mailbox

If no mailbox information appears, go to the CLI and examine the trace buffer. Example 21-10 shows a normal trace showing a user with a legitimate mailbox.

Example 21-10. Normal Mailbox Trace

cue#trace webinterface user all cue#show trace buffer 3125 03/01 04:57:48.737 webI user 1 Start reading user Bill 3125 03/01 04:57:48.740 webI user 1 End reading user Bill 3125 03/01 04:57:48.943 webI user 1 1 entries read for authorized mailboxes

If no such trace is collected, delete and re-add the user. Also add the voice mailbox, and verify that the problem has been resolved.

User Is Not Associated with a Group in the GUI

For a user who has been configured as a member of a group but the group association does not show up in the GUI, the first step is to determine whether this is a system issue or a GUI issue. The useful CLI commands are

• show users Lists all the users in the system
• show groups Lists all the groups in the system
• show group detail groupname group_name Lists all the members of the particular group

Execute all these commands on your system and note the output. If the voice mail user shows up in the group but in the GUI the user is not associated with the group, check the GUI interface.

To troubleshoot, enable the trace webinterface group all command and clear the trace buffer. In the GUI, select Configure > Users, and then click the user under investigation. The User Profile window opens. In this window, click the Groups tab, as shown in Figure 21-2, and then go to the CLI to examine the trace buffer.

Figure 21-2. User's Group Membership

Example 21-11 shows a normal trace showing a user belonging to a legitimate group.

Example 21-11. Normal Group Trace

cue#trace webinterface group all cue#show trace buffer 3237 03/01 13:01:15.520 webI grup 1 Start reading group Sales 3237 03/01 13:01:15.521 webI grup 1 End reading group Sales 3237 03/01 13:01:15.521 webI grup 1 Reading owners for Sales 3237 03/01 13:01:15.522 webI grup 1 Reading members for Sales 3237 03/01 13:01:15.522 webI grup 1 Bill

If no such trace is collected, delete and readd the user. Assign the user to a group, and verify that the problem has been resolved.

General Delivery Mailboxes

General delivery mailboxes (GDMs) are similar to personal mailboxes. However, they are associated with groups (as opposed to individual users), and more than one user (member) can access them, although only one user can log in at a time.

Problems with GDMs can be configuration-related. When a GDM gets a message, it is not copied to every member's personal mailbox; it resides in the GDM. Any member of the group can check to see if there are new messages in a GDM by pressing 9 after logging into his or her personal mailbox. Note that an owner of the group does not have access to the GDM unless that user is also a member of the group.

One of the most common problems users experience with GDMs is that when they log into their personal mailboxes, they do not have the option to log into the GDMs they are supposed to be a member of. This might be because the user is not a member of the group associated with the GDM. To ensure that a user is part of the group in question, follow the steps described next with either the GUI or the CLI.

Go to the Group Profile GUI screen by selecting Configure > Groups, click the group you are interested in, and then choose the Owners/Members tab. This screen is shown in Figure 21-3.

Figure 21-3. Group Profile

You can also execute the show voicemail detail mailbox CLI command to see which GDM a particular user is a member of. This command is executed for user johndoe in Example 21-12. The output shows that he is part of the sales GDM.

Note that the first part of the mailbox information in Example 21-12 describes johndoe's personal mailbox (of which he is the owner). The following section of the output describes his associations with GDMs. The example shows that he is associated with the sales GDM, which is owned by a group called sales.

Example 21-12. Verifying a User's GDM Membership

cue#show voicemail detail mailbox johndoe Owner: /sw/local/users/johndoe Type: Personal Description: johndoe mailbox Busy state: idle Enabled: true Mailbox Size (seconds): 420 Message Size (seconds): 60 Play Tutorial: true Space Used (seconds): 0 Total Message Count: 0 New Message Count: 0 Saved Message Count: 0 Expiration (days): 30 Greeting: standard Created/Last Accessed: Dec 04 2003 04:09:25 EET Owner: /sw/local/groups/sales Type: General Delivery Description: sales mailbox Busy state: idle Enabled: true Mailbox Size (seconds): 420 Message Size (seconds): 60 Play Tutorial: true Space Used (seconds): 0 Total Message Count: 0 New Message Count: 0 Saved Message Count: 0 Expiration (days): 30 Greeting: standard Created/Last Accessed: Dec 04 2003 04:08:11 EET

The show voicemail detail mailbox command can also be used to show the details of the sales GDM, as shown in Example 21-13.

Example 21-13. Details of the GDM

cue#show voicemail detail mailbox sales Owner: /sw/local/groups/sales Type: General Delivery Description: sales mailbox Busy state: idle Enabled: true Mailbox Size (seconds): 420 Message Size (seconds): 60 Play Tutorial: true Space Used (seconds): 0 Total Message Count: 0 New Message Count: 0 Saved Message Count: 0 Expiration (days): 30 Greeting: standard Created/Last Accessed: Dec 04 2003 04:08:11 EET

You can check this same information in the GUI by selecting Configure > Groups, clicking the group of interest (sales, in this example), and then selecting the Mailboxes tab. This screen is shown in Figure 21-4. By clicking the Owner/Member tab on this screen, you can list the users who currently have access to this GDM.

Figure 21-4. General Delivery Mailbox

Apart from the show commands described in this section, you can also use all mailbox- and message-related trace commands to troubleshoot GDMs. The CLI command show group detail groupname name also has very helpful output.