Cisco Unity subscribers cannot access PCA pages

[TCC_2]

Core Issue

Subscribers use the Cisco Personal Communications Assistant (PCA) website to access the Cisco Unity Assistant and the Cisco Unity Inbox.

Note: In version 3.1 and earlier, the Cisco Unity Assistant is known as the ActiveAssistant (AA) and the Cisco Unity Inbox is known as the Visual Messaging Interface (VMI).

Resolution

When a subscriber cannot access the Cisco PCA pages, consider these possible causes:

• The URL is case sensitive.
  
  
• The browser configuration is not correct.
  
  When a subscriber cannot access any of the Cisco PCA pages, it can be that the subscriber browser is not configured properly. Make sure that the subscriber browser is configured to perform these functions:
     
  • Enable active scripting.
     
  • Download and run ActiveX controls.
     
  • Enable Java scripting.
     
  • Accept all cookies.

  
  Refer to Compatibility Matrix: Cisco Unity and the Software on Subscriber Workstations for a list of supported versions of Cisco Unity combined with the supported versions of the software on the client workstations.

     

Cisco Unity uses Secure Sockets Layer (SSL) but the certificate is not distributed to the trusted root store.

When Cisco Unity is set up to use SSL, the browser displays a message in order to alert the subscriber that the authenticity of the Cisco PCA site cannot be verified. Therefore, its content cannot be trusted. Subscribers see this message even if they add the Cisco PCA website to their list of trusted sites for the browser.

In order to prevent the display of the security alert on the browser, choose from one of these options:

• Distribute the certificate to the trusted root store for all users in the domain. In order to do this, add it to the group policy. Refer to Manually Setting Up Cisco Unity to Use SSL for more information.
  
  
• Tell subscribers how to add the certificate to the trusted root store on their own computers. Refer to Setting Up Client Applications for more information.

Discuss the two options with the network administrator to determine which is best for the site.

• Refer to the Verifying That IIS and the Cisco PCA Components Are Configured Correctly section of Cisco Personal Communications Assistant if the Internet Information Services (IIS) and the Cisco PCA Components are not configured correctly. Then, complete these steps:
     
  1. Enable anonymous access.
     
     
  2. Disable secure connections.   

If the issue is still unresolved, complete these steps as an alternative:

1. Use an account in the AD that has Log On To set to All computers and User cannot change password and Password never expires selected in the Account options section.
   
   
2. Set IIS to use this account under Internet Services Manager > Default Web Site > AvXML > Properties > Directory Security > Anonymous access and authentication control > Edit > Anonymous access > Edit.
   
   
3. In the ISS Service Manager, change the AvXML account to the IUSR_[SERVERNAME] default account.
   
   
4. Restart IIS after all these changes.

Note: If SSL is used, make sure that the Require Secure Channel (SSL) value is unchecked. Choose Programs > Administrative Tools > Internet Services Manager > Default Web Site. Right-click AvXML. Uncheck the Require Secure Channel (SSL) check box in the Secure Communications dialog box.

Refer to Subscriber and Administrator Access for related issues.