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Cisco Personal Assistant 1.4 Installation and Administration Guide
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Chapter 6 Troubleshooting Personal Assistant
Resolving Problems with Using Personal Assistant
All Users Cannot Browse Voice Mail
If users are transferred to the main voice mail number when they try to access voice mail in
Personal Assistant, rather than being taken directly to the applicable voice mailbox, check the messaging
configuration (System > Messaging). Ensure that the voice mail servers are identified by unqualified
DNS name, for example unity1 rather than unity1.domain.com. Do not use IP addresses.
If the DNS name is not the problem, reinstall the Personal Assistant servers and specify a Cisco Unity
domain and administrative user when asked for Windows domain information.
Some Users Cannot Browse Voice Mail
If users in general can access voice mail, but some users cannot, there is probably a problem with the
Cisco Unity user setup information, or a consistency problem with Cisco CallManager.
Make sure the user voice mailbox number matches the user extension in Cisco CallManager, and that the
user ID is the same in Cisco Unity and Cisco CallManager.
If the mailbox number and extension are not the problem, check the Personal Assistant messaging
configuration (System > Messaging), and ensure that the user voice mail server is properly configured
in Personal Assistant.
Finally, if you are using more than one voice mail server, users can select the voice mail number when
configuring Personal Assistant user settings. Check the user configuration to ensure that the correct
voice mail number has been selected.
Users Cannot Log On to Cisco Unity Voice Mail
If users cannot log on to the voice mail system from Personal Assistant, it is likely that the
Personal Assistant voice mail profile in the Outlook Client was not created correctly. The profile should
be automatically created the first time someone accesses voice mail through the Personal Assistant
server.
Do the following two procedures to verify whether the profile was created and to manually create it, if
applicable.
To Verify the Personal Assistant Profile in the Outlook Client
Step 1 On the Personal Assistant Server, click Start > Settings > Control Panel.
Step 2 Double-click the Mail icon.
Note If a memory error message appears, it may be that the Outlook path has not been added to the
system path variable. Add the Outlook path and repeat this procedure.
If the profile window is blank, Personal Assistant failed to create the profile. Skip to the “To Manually
Create the Personal Assistant Voice Mail Profile in the Outlook Client” procedure on page 6-8. When
you are done creating the profile, repeat this procedure to verify it.
If the Cisco Unity System Profile Properties window opens, skip to Step 3.
Step 3 Click Properties.