Jabber won't connect to voicemail off the corporate network

[cnyengineer]

Hello everyone,

We've got v11 of both CUCM and Unity, as well as version 8.9.2 of expressway-e and c. This has worked in the past and nothing changed to cause it to stop working as far as I know. 

On Jabber mobile, under 'Voicemail', it tells me "Cannot connect to the voicemail server. Verify your account information. If the problem persists, contact your voicemail administrator."

I turned on detailed logging, cleared logs, and then tried to reconnect to try to get a fresh capture of what's going on and then attached the result to this post.

Any thoughts?

Thanks

[Leonardo Santana]

Hi,

Did you add the Unity Connection at the HTTP server allow list on Expressway C?

Try to refresh your CUC servers at Configuration > Unified Communications > Unity Connection servers

https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/expressway/config_guide/X8-9/Mobile-Remote-Access-via-Expressway-Deployment-Guide-X8-9-1.pdf 

[cnyengineer]

Hi Leonardo,

Thanks for the help!

The Unity Connection is shown in automatically added rules. If I go to Configuration > Unified Communications > Unity Connection Servers my server shows in there as well but if I click on it, and click 'Save' to test the connection, it tells me "Unable to communicate with servername. UcxnError: 'HTTPError:404'."

When I go to Maintenance > Tools > Network > Ping the Expressway-C can ping both the FQDN and IP of this server.

Any ideas with that?

[Leonardo Santana]

Hi,

The credential that your are using in Expressway C for CUC is expired?? Please check at the CUC Admin.

[cnyengineer]

It's set to not expire and that same credential works when I log in to Unity admin directly actually

[Leonardo Santana]

Hi,

Are you sure that? 

This is the same user configured at Expressway C ->Configuration > Unified Communications > Unity Connection servers?

Inside your network CUC is working normally?

Your are using SIP between CUC and CUCM?

The connection between CUC and Expressway C is using TLS verify mode switched On?

You are able to solve the FQDN of the CUC from Expressway C?

[cnyengineer]

Definitely the same user. I also even created a new local admin user on CUC just to test with and that one gives the same error.

Inside the network CUC works fine.

99% sure I am using SIP between CUC and CUCM but I guess I'm not sure where to check that.

The connection between CUC and Expressway-C, from Expressway-C, did not originally have TLS verify set to On. Doesn't work with it on or off though and gives that same HTTP404 error.

I can ping both the IP and the FQDN of CUC from Expressway-C under Maintenance > Tools > Ping

[Leonardo Santana]

Hi,

Go to Expressway C ->System -> DNS -> DNS lookup utility
Make a query to the FQDN of your CUC Server

[cnyengineer]

Yup, it finds the A record and pulls up the correct IP resulting from it.

[cnyengineer]

I just found that under CUC Serviceability that the Connection REST service is activated but stopped. When I click START it tells me that the start was successful but it doesn't actually start it. Related?

[Leonardo Santana]

Hi,

If i not mistaken CUC connection with Expressway C is based on REST. 

I´ll dig a little bit more about this service.

[Leonardo Santana]

Hi,

Try to Deactivate the Connection REST service and then Activate again at CUC Service Management, after the service transit to status Activated go to Expressway C and refresh your CUC server again at Configuration > Unified Communications > Unity Connection servers

[cnyengineer]

Yeah I saw that it's related to this issue as well. Getting closer, I think!

If I deactivate and then reactivate the service starts and runs for about 12 seconds before shutting down again. I can't get it to stay running.

[Leonardo Santana]

Hi,

try to stop the service and then start again.

[cnyengineer]

If I deactivate and reactivate the service runs for ~15 seconds and then crashes, changes to a stopped state, but remains activated. If I click START, CUC tells me that it started successfully but it doesn't actually start.