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AMA-CUCM Troubleshooting: Best Practices for Reading Trace Files

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Beginner

Cisco Jabber voicemail button DN

Hello!

I configured a new voicemail profile with new DN as in this manual https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/jabber/iPhone/9_5/JABI_BK_J38B2ACB_00_jabber-iphone-server-setup-9-5/JABI_BK_J38B2ACB_00_jabber-iphone-server-setup-9-5_chapter_01000.pdf

All works fine when I call directly to voicemail pilot. But when I push the call voicemail button in Cisco Jabber, it calls to previous default voicemail DN.

In CUCM default voicemail profile pilot is set to new DN.

There is no previous DN in all Advanced Features - Voicemail and Call Routing - Route/Hunt submenus.

Where else the previous default voicemail DN may be set?

 

10 REPLIES 10
Rising star

Re: Cisco Jabber voicemail button DN

Hi,

What is the version of CUCM, Unity or Unity Connection, CUPS and Jabber?

 

 

Please rate helpful posts and if applicable mark "Accept as a Solution".
Thanks, Vaijanath S.
Beginner

Re: Cisco Jabber voicemail button DN

8.6

VIP Collaborator

Re: Cisco Jabber voicemail button DN

Since you followed the documentation, can I assume that you changed the voicemail pilot as well as the voicemail profile? If not, double-check that *both* are configured correctly and both are both are set to be the default.

What happens if you assign the new voicemail profile manually on the DN of the Jabber client? Does the call go to the old number or the new number?

And - in the mind set of "when in doot reboot" - try fully exiting the Jabber client, resetting the CSF device in CUCM, and then logging back in.

Let us know how it goes.

Maren

VIP Advisor

Re: Cisco Jabber voicemail button DN

"...try fully exiting the Jabber client, resetting the CSF device in CUCM..."

Maren, CUCM cannot reset a device which is unregistered, so in theory, logging out, then resetting the CSF in CUCM shouldn't actually do anything. Unless you know of a secondary function of the Reset in CUCM besides actually resetting the device?

Anthony Holloway

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VIP Collaborator

Re: Cisco Jabber voicemail button DN

I have had resetting devices while unregistered (not just trunks and gateways) fix a surprising number of weird issues over the years. Especially those issues that "shouldn't" be happening because everything is correctly configured. I don't know the reason behind it as I am not a database guru - and I know it shouldn't make a difference - but it's an easy thing to try.

Maren

VIP Advisor

Re: Cisco Jabber voicemail button DN

I don't think CUCM does anything else when clicking reset, other than sending the instructions to the device. I could be wrong, but that's how I understand it. Perhaps you can find that source and share it? I really enjoy learning little secrets about how stuff works under the hood!

Anthony Holloway

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VIP Collaborator

Re: Cisco Jabber voicemail button DN

I don't have a source, only my experience (which means I could be totally talking out of my backside). It has happened often enough that I include it in my troubleshooting steps. (And it's easy, so why not?) Maybe it ends any lingering internal processing threads in CUCM. Maybe it clears the client's processing? Maybe it simply gives the systems time to reset themselves. I get that you want a 'real' answer, and I'm with you in learning about the subtle things that impact bigger things. I don't have one for you.

Maren

Beginner

Re: Cisco Jabber voicemail button DN

Yes, the voicemail pilot and the voicemail profile is changed to the new DN.

Resetting Jabber not helps.

Highlighted
VIP Collaborator

Re: Cisco Jabber voicemail button DN

So then:

1) What happens when the DN on the Jabber CSF device is set manually to the new Voicemail Profile (rather than leaving it at None/Default)?

2) Please provide a trace file including that Jabber client pressing the Voicemail button along with the PRT file from the Jabber client including that same thing.

Maren

Beginner

Re: Cisco Jabber voicemail button DN

Thanks for your care. I reset Voice Mail Profile on DN setting to <None> and set it back to default VM profile. After this trick Voicemail button works fine.

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