topic Re: E-mails being recognized as new messages over the phone in Unified Communications Infrastructure

E-mails being recognized as new messages over the phone

pjt8537 — Mon, 18 Mar 2019 22:24:28 GMT

We are running Unity 4.0(3) SR 1. It appears E-mail messages are being recognized in the voice mail stack. When checking messages over the phone, it will play back the header of e-mail messages and count them as new messages. Is there a registry key I can change to not have e-mail messages recognized while checking voicemail from a phone?

Thanks,

Re: E-mails being recognized as new messages over the phone

lindborg — Thu, 12 Aug 2004 15:00:52 GMT

Unity is a Unified Messaging system - it's designed to get you email, voice and fax messages over the phone among other things. You can configure which messages users are offered over the phone, though.

You do this through the Class of Service that the user is associated with - check for the "text to speech for email messages" being unchecked on the Licensed Features page for the COS those users are associated with that you don't want to get emails over the phone...

Re: E-mails being recognized as new messages over the phone

pjt8537 — Thu, 12 Aug 2004 15:29:14 GMT

Thanks Jeff. I saw one of your previous posts on this and did check the "text to speech for e-mail messages" box on the COS pages. All are unchecked and we are still getting the e-mail messages read via the phone. Any other things I can check?

Paul

Re: E-mails being recognized as new messages over the phone

lindborg — Thu, 12 Aug 2004 16:38:47 GMT

I'm reasonably sure that's not the case.

Are you sure you don't mean receipts being offered? Perhaps we're just confusing terminology here. Read/delivery and NDR reciepts are treates specially (these aren't "emails"). You can turn off these (if that's what you're really talking about) in the advanced settings tool under the conversations options.

Re: E-mails being recognized as new messages over the phone

pjt8537 — Thu, 12 Aug 2004 17:13:18 GMT

Well, here is the whole scenario. I will try and give as much detail as I can..... When dialing into Unity from a phone (IP or PBX ), it doesn't matter which, if there are any unread messages e-mail or voicemail, it will greet you that you have new messages. Then when you go to listen to them, if they are only e-mail messages, you will hear who it is from, the subject, time.....etc (just not the body). It also recognizes all read e-mail in the inbox as saved messages. It does not light MWI lights for e-mail, just voice mail, so that part is working. All three COS's that I have, have the "text to speech for e-mail messages" unchecked under the SA/COS/licensed features tab. I also have under the advanced settings tool "Conversation - Exclude all receipts frem voice mail stack (Exchange Only)" set to 1 which should not play receipts. It doesn't, so that part is working also. It is like the text to speech feature under the licensed features tab is stuck, but it is not checked. Is there any registry setting that I can check? Could this be a message store issue? Our Exchange guys are working on starting to upgrade to Exchange 2003. They are not retiring the Exch 2000 servers yet, nor are any mailboxes on the new Exch 2003 servers yet. Could Exch 2003 servers just powered up and running through OWA cause this sort of issue. AD and the domain controllers are already 2003. Hope this gives you a bigger picture.

Thanks,

Paul

Re: E-mails being recognized as new messages over the phone

lindborg — Thu, 12 Aug 2004 17:41:13 GMT

No, there's no registry setting that controls this... I've never heard of what you're describing here - I woulnd't think anything in Exchange land could cause this (we filter for voice mails based on extended MAPI properties, we're not likely to confuse emails for voice mails unless someone is mapping in MAPI properties onto these messages which seems unlikiely).

At this point, I'd call TAC - there's not some easy config thing that will just make this go away if you're description is accurate.

Re: E-mails being recognized as new messages over the phone

fmarotta — Mon, 16 Aug 2004 17:30:28 GMT

I am having the same problem with the same version. I am also running unity failover. When I failover to the secondary server it does not happen, but when I failback to the primary I see the problem.

Any ideas?

Thanks

Frank

Re: E-mails being recognized as new messages over the phone

pjt8537 — Mon, 16 Aug 2004 18:26:25 GMT

Compare the registry setting of both your machines under /HKLM/SOFTWARE/Active Voice/Conversations/1.0/ If there are entries on your primary server and they are not on your failover server, remove them from your primary machine and reboot. This is what worked for me. Be sure to make a backup of you registry on both machines before trying this. I had a DIRT registry backup on my primary machine and compared the "Conversations" registry settings at the above location. There were several items in the current registry that were not in the DIRT version. I removed them and rebooted and all was well. The ones I removed were .... a key called "exclude all receipts" and a folder called "Message Playback". I am sure this is not TAC supported, but this is what fixed my issue.

Re: E-mails being recognized as new messages over the phone

fmarotta — Mon, 16 Aug 2004 19:30:52 GMT

Worked like a charm. Thanks

for the reply.

Re: E-mails being recognized as new messages over the phone

lindborg — Mon, 16 Aug 2004 19:59:57 GMT

hmmm... interesting - the covnersations guys give me puzzled looks when I ask about registry settings causing emails to be read (i.e. as opposed to receipts/NDRs being offered which is different - I'm assuming the clarification earlier in the thread indicates that this common scenario is not what you're talking about). I'll have them look harder...

Re: E-mails being recognized as new messages over the phone

pjt8537 — Mon, 16 Aug 2004 20:18:00 GMT

Hey Jeff,

At first I thought the problem was caused by the above situation, that is what I swore it would have been. Turned out though, that it was from another change. I upgraded the "Advanced Settings Tool" to the latest version and set the registry keys on "Conversation - Do not replay message summary" to "1" and "Conversation - Exclude all receipts from voice mail stack (Exchange only)" to "1". Never having any issues with these sorts of changes in the past made me believe it was the Exchange conversion that happened at the same time. Turned out that removing the entry of "Conversation - Exclude all receipts from voice mail stack (Exchange only)" fixed the issue. May be something to flag with the Conversation guys. Thanks for your help Jeff. Hope this helps other users.

Paul

Re: E-mails being recognized as new messages over the phone

cheramie-broussard — Thu, 19 Aug 2004 19:20:33 GMT

This worked for me as well. Thanks!

Re: E-mails being recognized as new messages over the phone

Bill CARTER — Tue, 21 Sep 2004 15:09:27 GMT

I am having the oposite problem, Unity 4.0(4) UM. User checks messages, they have new email, check email and Unity reads the From and Subject, but not the body of the message. Under COS Licensed Features, Text-To-Speech for email is checked.

Re: E-mails being recognized as new messages over the phone

mrmccann — Tue, 21 Sep 2004 20:50:37 GMT

Is this problem specific to a given user on the system, or does it occur for all users on the system?

The type of problem you describe is usually isolated to a particular message that the TTS engine has trouble reading for one reason or another. If this is the case, can you post the text of the message (or at least the From:, Subject, and first couple lines of body?).

Also, are you running with Exchange or Domino?

Re: E-mails being recognized as new messages over the phone

kkrake — Tue, 28 Sep 2004 19:14:04 GMT

I too have found this to be true with the newest Advanced settings tool. Is there any way to exclude the read receipts without causing emails to appear as new messages? Is there an old version of the Advanced Settings Tool that I could use?

Re: E-mails being recognized as new messages over the phone

lindborg — Tue, 28 Sep 2004 19:21:55 GMT

the advanced settings tool doesn't have anything to do with this - it's just setting flags in the registry. The conversation behavior changed along the way somehow or another - you'll want to open a case with TAC and get attached to a DDTS that can be tracked for the covnersation guys to follow through with.

Re: E-mails being recognized as new messages over the phone

Bill CARTER — Wed, 29 Sep 2004 03:37:41 GMT

Just an update. My issue was resolved by re-installing TTS.