Objective
Cisco Unity Express (CUE) is an essential component of Cisco Unified Communication Managers. CUE modules integrate message, voicemail, fax, automated attendant, interactive voice response and other features. In a Cisco Unified Communication Manager environment, CUE provides local storage and process of integrated services.
The objective of this document is to show you how to troubleshoot the CUE module.
Applicable Devices
• UC500 series
CUE Diagnostics
Step 1. Use the Cisco Configuration Assistant and choose Troubleshoot > CUE Diagnostics > CUE Connectivity Diagnostics.
Step 2. Click Check Status to see the status of the CUE module. If a CUE session can not be established, an error message is displayed on the console area. Configuration command output is displayed if the CUE is in boot-loader mode. If the CUE boots, the boot progress is displayed on the console area. If the CUE is in exec mode, tech-support command output is displayed.
Step 3. To see the logs, click Generate Logs. CCA will gather debug information from the CUE module and display it
in the generated log files.
Step 4. In order to perform Recovery Tasks, choose an option from the drop-down list:
• Reload CUE —The CUE resets and the boot up shows on the console.
• Put CUE in Boot-loader — Puts the CUE in boot-loader mode.
• Boot CUE from image on Flash — CUE uses the image on the flash to boot up. The progress will be shown on the console.
Step 5. If the issue with the CUE is database corruption, upgrading to the SMP-disabled image is recommended.
Note. The SMP-disabled image can be obtained if a service request is opened with a Cisco L1 Voice team.
Step 6. Upgrading to the latest version on CUE can also resolve issues. For software upgrades, please refer to the article, Software Upgrade on UC500 Series. The information about CUE versions compatible with the IOS can be found here: http://supportforums.cisco.com/docs/DOC-9827
Step 7. CUE is usually present on VLAN 90. Configure VLAN 90 if it is not present. To learn how to configure a VLAN, refer to the article Creating VLANs on UC500 Series.