CUC Sorry, opening greeting is not available

[dramirez]

Greetings, I set up a CUC 11 and integrate it with my CUCM 11 but to call voicemail message that says "Sorry , Opening Greeting is not available" is heard. I'd appreciate your help.

Thanks in advance ...

[Jaime Valencia]

Is this SIP or SCCP??

What troubleshooting have you done so far??

[dramirez]

hi Jaime, it is integrated SCCP .

I check in CUCM :
- Voice Mail Ports (CSS and partition)
- Voice Mail Pilot ( CSS )
- Voicemail associated with IP phone ( CSS )
- Line Group
-Hunt list
- Hunt Pilot

I check the CUC :
- Telephony Integrations (Phone System , Port Group, Ports )

I click on import user and my user add the template system by defualt

in the end user I check Primary extension and IP phone assign the profile voicelmail , I can see my phone I turn on indicator to New voicemail.

Thanks...

[Mohammed Khan]

Is your CUC standalone?. can you update output of "utils dbreplication status"

This message is usually heard when greeting is not present in the server.

[dramirez]

Hi mohamed, 

[Shashank Mahajan]

This can happen due to mis-configured routing rules.

Can you provide a screen shot of Call Routing Rules, Direct and forwarded configured on your Unity Connection?

[dramirez]

Hi, Shashank

[Shashank Mahajan]

If you are getting that error while pressing Message button to access the voicemail or dialing voicemail pilot number then I would suggest you to remove the condition for Dialed Number applied on Attempt Sign-in and Opening Greeting and test it again.

[dramirez]

Shashank, I made the change you suggested and even the message is heard, sorry is not available opening greeting...

[Shashank Mahajan · Accepted solution]

Could you please install Port status Monitor and provide it's output after making another test call?

[Mohammed Khan]

Is your CUC standalone server or cluster?

[dramirez]

cluster..

[Mohammed Khan]

Output of utils dbreplication status reveal db status down. provide me the output of following

- utils diagnose test

- show cuc cluster status

- show status

- utils ntp status

- utils service list

- utils dbreplication runtimestate

Regards,

Mohammed Noor

[tosami465]

hi, 

i am sending you the outputs u had asked for please if you can update me how to solve this issue.

1)utils dbreplication status

Status cannot be performed when replication is down on the publisher, or on a cl uster with a single active node or a CUCMBE 5000 node; aborting replication stat us check operation

Use this command to see the output - file view activelog cm/trace/dbl/sdi/Replic ationStatus.2016_11_27_20_33_15.out

2)admin:utils diagnose test

Log file: platform/log/diag1.logutils diagnose test

Log file: platform/log/diag1.log

Starting diagnostic test(s)
===========================
test - disk_space : Passed (available: 19522 MB, used: 9066 MB)
skip - disk_files : This module must be run directly and off hours
test - service_manager : Passed
test - tomcat : Passed
test - tomcat_deadlocks : Passed
test - tomcat_keystore : Passed
test - tomcat_connectors : Passed
test - tomcat_threads : Passed
test - tomcat_memory : Passed
test - tomcat_sessions : Passed
skip - tomcat_heapdump : This module must be run directly and off hours
test - validate_network : Primary DNS server Failed
test - raid : Passed
test - system_info : Passed (Collected system information in diagnostic log)
test - ntp_reachability : Warning
The NTP service is restarting, it can take about 5 minutes.

test - ntp_clock_drift : Warning
The local clock is not synchronised.
None of the designated NTP servers are reachable/functioning or legitimate.

test - ntp_stratum : Warning
The local clock is not synchronised.
None of the designated NTP servers are reachable/functioning or legitimate.

skip - sdl_fragmentation : This module must be run directly and off hours
skip - sdi_fragmentation : This module must be run directly and off hours

Diagnostics Completed

The final output will be in Log file: platform/log/diag1.log

Please use 'file view activelog platform/log/diag1.log' command to see the output

3)show cuc cluster status
ACE_File_Lock::ACE_File_Lock: Permission denied /dev/shm/CCM_GENstatusLock_0

Server Name Member ID Server State Internal State Reason
----------- --------- ------------ ----------------- ------
ucn1 0 Primary Pri Single Server Normal

Database replication is not active

4)show cuc cluster status
ACE_File_Lock::ACE_File_Lock: Permission denied /dev/shm/CCM_GENstatusLock_0

Server Name Member ID Server State Internal State Reason
----------- --------- ------------ ----------------- ------
ucn1 0 Primary Pri Single Server Normal

Database replication is not active

admin:show status

Host Name : ucn1
Date : Sun Nov 27, 2016 20:54:47
Time Zone : Pacific Standard Time (America/Los_Angeles)
Locale : en_US.UTF-8
Product Ver : 11.0.1.20000-2
Unified OS Version : 6.0.0.0-2

Uptime:
20:54:49 up 9:53, 1 user, load average: 0.39, 0.36, 0.29

CPU Idle: 87.88% System: 08.08% User: 04.04%
IOWAIT: 00.00% IRQ: 00.00% Soft: 00.00%

Memory Total: 3925820K
Free: 193160K
Used: 3732660K
Cached: 632676K
Shared: 323596K
Buffers: 31408K

Total Free Used
Disk/active 29574048K 19989616K 9282640K (32%)
Disk/inactive 29574112K 28020120K 45028K (1%)
Disk/logging 103301144K 73333500K 24713564K (26%)

5)utils ntp status
ntpd (pid 14808) is running...

remote refid st t when poll reach delay offset jitter
==============================================================================
*172.27.199.1 LOCAL(1) 8 u 55 64 1 0.396 0.513 8.781

synchronised to NTP server (172.27.199.1) at stratum 9
time correct to within 942 ms
polling server every 64 s

Current time in UTC is : Mon Nov 28 04:55:22 UTC 2016
Current time in America/Los_Angeles is : Sun Nov 27 20:55:22 PST 2016

6):utils service list

Requesting service status, please wait...
System SSH [STARTED]
Cluster Manager [STARTED]
Name Service Cache [STOPPED] Service Not Activated
Entropy Monitoring Daemon [STARTED]
Cisco SCSI Watchdog [STARTED]
Service Manager [STARTED]
Service Manager is running
Getting list of all services
>> Return code = 0
A Cisco DB[STARTED]
A Cisco DB Replicator[STARTED]
Cisco AMC Service[STARTED]
Cisco Audit Event Service[STARTED]
Cisco CDP[STARTED]
Cisco CDP Agent[STARTED]
Cisco CallManager Admin[STARTED]
Cisco CallManager Serviceability[STARTED]
Cisco CallManager Serviceability RTMT[STARTED]
Cisco Certificate Change Notification[STARTED]
Cisco Certificate Expiry Monitor[STARTED]
Cisco DRF Local[STARTED]
Cisco DRF Master[STARTED]
Cisco Database Layer Monitor[STARTED]
Cisco DirSync[STARTED]
Cisco ELM Client Service[STARTED]
Cisco Log Partition Monitoring Tool[STARTED]
Cisco Prime LM Admin[STARTED]
Cisco Prime LM DB[STARTED]
Cisco Prime LM Server[STARTED]
Cisco RIS Data Collector[STARTED]
Cisco RTMT Reporter Servlet[STARTED]
Cisco Serviceability Reporter[STARTED]
Cisco Syslog Agent[STARTED]
Cisco Tomcat[STARTED]
Cisco Tomcat Stats Servlet[STARTED]
Cisco Trace Collection Service[STARTED]
Cisco Trace Collection Servlet[STARTED]
Connection Access Layer[STARTED]
Connection Administration[STARTED]
Connection Branch Sync Service[STARTED]
Connection CM Database Event Listener[STARTED]
Connection Conversation Manager[STARTED]
Connection DB[STARTED]
Connection DB Event Publisher[STARTED]
Connection Diagnostic Portal Service[STARTED]
Connection Directory Feeder[STARTED]
Connection Groupware Caching Service[STARTED]
Connection HTTPS Directory Feeder[STARTED]
Connection IMAP Server[STARTED]
Connection Inbox RSS Feed[STARTED]
Connection Integrated Mailbox Configuration[STARTED]
Connection Jetty[STARTED]
Connection License Manager Server[STARTED]
Connection Mailbox Sync[STARTED]
Connection Message Event Service[STARTED]
Connection Message Transfer Agent[STARTED]
Connection Mixer[STARTED]
Connection Notifier[STARTED]
Connection Personal Communication Assistant[STARTED]
Connection REST Service[STARTED]
Connection Realtime Monitoring APIs[STARTED]
Connection Reports Data Harvester[STARTED]
Connection SMTP Server[STARTED]
Connection SNMP Agent[STARTED]
Connection Server Role Manager[STARTED]
Connection Serviceability[STARTED]
Connection SpeechView Processor[STARTED]
Connection System Agent[STARTED]
Connection Voice Mail Web Service[STARTED]
Connection Voice Recognition Transport[STARTED]
Connection Voice Recognizer[STARTED]
Host Resources Agent[STARTED]
MIB2 Agent[STARTED]
Platform Administrative Web Service[STARTED]
SNMP Master Agent[STARTED]
SOAP -Log Collection APIs[STARTED]
SOAP -Performance Monitoring APIs[STARTED]
SOAP -Real-Time Service APIs[STARTED]
System Application Agent[STARTED]
Connection Database Proxy[STOPPED] Service Not Activated
Connection Digital Networking Replication Agent[STOPPED] Service Not Activated
Connection Exchange Notification Web Service[STOPPED] Service Not Activated
Connection File Syncer[STOPPED] Service Not Activated
Primary Node =true

7)utils dbreplication runtimestate

Runtime state cannot be performed on a cluster with a single active node; aborting operation

[HARIS_HUSSAIN]

I believe you have to check the Partition and Search Space Configuration in CUC.

Have you created any separate partitions. Make sure the search Space of Call Handler is able to access the Partition of Opening Greeting.

Go to 

Call Handlers
Edit Call Handler Basics  
Look for partition

please rate if found useful