• Compatibility
  • Cisco Unity Express configuration
  • IP connectivity
  • Call routing
  • MWI

Compatibility –  Is the product supported by Cisco CME? The show version command is used to determine version of CME.

CME# Show version

Cisco IOS software 2800 software (C2800NM-ADVIPSERVICESK9-M), version 12.4 (15) T4 release software (fc2)

Cisco 2811 (revision 53.50) with 507904k/16384k bytes of memory

Processor board ID FTX1030A1SF

11 FastEthernet interfaces

1 serial interface

1 terminal line

2 channelized T1/PRI ports

1 virtual private network (VPN) module

1 Cisco service engine (s)

DRAM configuration is 64 bits wide with parity enabled

239k bytes of non-volatile configuration memory

195736k bytes of ATA compactflash (Read/write)


Check if service engine appears in output of show version command.  If not, then check the compatibility list for Cisco Unity Express and verify if your model of Cisco router and IOS version are supported.

Cisco Unity Express configuration – this lists out questions which helps the troubleshooter to isolate configuration issues. Use show interface-engine command.

CME# Show  interface-engine 0/0

Service-engine1/0 is up, line protocol is up

Interface is unnumbered, using address of FastEthernet0/1 (


If both service-engine and line protocol are in up state? In case not we need to check confgiruation of the service-engine. Is service-module is in steady state? We can use show service-module service-engine 1/0 status command to display current state

CME# service-module service-engine 1/0 status

Service module is Cisco service-engine1/0

Service module supports session via TTY line 66

Service module is in steady state

Getting status from the service module, please wait…

Cisco Unity Express 3.1.1

Cue running on NM

In case service-engine is not in steady state and the configuration appears correct, we can reload the module with service-module service-engine 1/0 reload command.  In case system is in failed state and will cannot recover after a reload, we can use the service-engine 1/0 reset command to force a hard boot of Cisco Unity Express.  But this could result in data loss.

IP connectivity – Can I ping IP address of service-engine?

CME# Ping

Sending 5, 100 byte ICMP echos to timeout is 2 seconds


Success rate is 100% (5/5) round-trip min/avg/max = 1/1/1 ms

In case the service-engine don’t respond to a ping, check to see if there is route to the service-engine IP address.  The use of show ip route command is required to ascertain that.

CME# show ip route

Routing entry for

Known via “static” distance 1, metric 0 (connected)

Routing descriptor blocks:

*directly connected, via service-engine1/0

Route metric is 0 , traffic share count is 1

Check the configuration for the ip route command and verify that IP routing is enabled on the Cisco Unified CME unit.

Call Routing – confirm whether calls to voice mail, AA, AVT pilot are answered by Cisco Unity Express.  If not, verify whether dial-peers are configured correctly in Cisco Unified CME and they match pilot numbers configured in Cisco Unity Express.  We can use the show dial-peer command to look for any issues.

CME# Show dial-peer voice 7000


Description = “voicemail”

Tag = 7000, destination-pattern = ‘7000’

Group = 7000, admin state is up, operation state is up

DTMF relay = enabled

Session-protocol = sipv2, session-transport = system, codec = g711ulaw, payload size = 100 bytes, VAD = disabled, poor QOV trap = disabled

Last disconnect cause is “10”

Last disconnect text is “normal call clearing (16)”,

Last setup time = 1051131

Last disconnect time = 1051026

Confirm that the dial-peer is up and the correct settings are configured. To examine call routing across the dial-peer,  enable debugging on Cisco Unified CME.  A debug is simply a command which will enable Cisco Unified CME to show all selected processes to Cisco Unity Express, so we can debug a SIP process to see what is happening on dial-peers in real time.

CME # debug ccsip?

All           enable all SIP debugging traces

Calls      enable CCSIP SPI calls debugging trace

Error      enables SIP error debugging trace

Events    enable SIP events debugging trace

Info         enables SIP info debugging trace

Media    enable SIP media debugging trace

Messages enable CCSIP SPI messages debugging trace

Preauth enable SIP preauth debugging trace

States     enable CCSIP SPI states debugging trace

Transport enables SIP transport debugging trace

The values of debug trace should reflect correct information regarding the configuration.  If not then check both Cisco Unity and Cisco CME.

MWI – does the MWI light turn on when a message is left?  Does it turn off when all messages heard?  Verify the ephone-dn configuration for MWI in Cisco CME and ensure it matches in Cisco Unity Express.  Use the debug ephone mwi command to troubleshoot any issues.

CME # debug ephone mwi

Ephone mwi debugging is enabled

Cisco Unity Express uses the trace command to view real time information about Cisco Unity Express activity and collect trace information in file named attrace.log and message.log.

The trace command is specific to Cisco Unity Express and we can use the show trace command to display the traces currently running as show below.

CME# Show trace

! Output omitted for brevity

Module                  entity                      setting

Ccn                         engine                    000000001

Config-ccn            sip-subsystem       000000001

Voicemail              mailbox                 00000003F

Voicemail              mailbox                 00000002F

LOG Name            Status

Atrace.log             enabled

We can also enable the trace command followed by module, entry, and activity of the trace. S uch as to trace all activity of SIP subsystem.  We use command trace ccn subsystemmsip all where ccn is the module and subsystemsip is the entity.  When the desired trace is enabled,  we can use the show trace buffer tail command to view real time information of Cisco Unity Express. T o view information stored in the buffer, use the show trace buffer long command.

We can restore factory defaults in offline state of Cisco Unity Express. The command is restor and sets the unit to factory default.  All data/configuration is lost when factory defaults are restored.  Performing a backup of the system is must before initiating this command.

This completes the session of the CCNA Voice lecture on how to do troubleshooting of basic problems and  issues on Cisco Unity Express.