08-21-2014 01:27 PM - edited 03-14-2019 01:46 PM
Hi Contact Center Community,
Would like to check this unusual we have observed with one of our Supervisor Phone. The ACD extension is showing voicemail icon when it is not configured to have voicemail in our Unity. The phone has two directory numbers; one for primary user phone number which has voicemail and an ACD extension for call center which we are seeing voicemail like icon beside it.
I'm not sure why we have that for a single user only, did this something you can help me with?
Thanks in advance!
08-22-2014 03:14 AM
Hi
First check if the ACD line is linked to voicemail in some way - dial voicemail, and see if it asks for a PIN or a user ID - if it asks for PIN, then the user is linked to a voicemail box. This may be as an extension or as an 'alternate' extension.
If it asks for a User ID then you can try just turning off the voicemail light. Find your MWI off number on the CUCM system, and then press the ACD line and dial the number
Aaron
08-22-2014 06:18 AM
You can search for Alternate Extension configurations in Unity like this:
HOWEVER... Alternate Extension configuration in Unity does not control Message Waiting Indicators. That is a separate configuration within a User. I don't know of a way to search for those.
-Jameson
08-28-2014 12:04 PM
Thanks for responses. Not sure what happen there, that ACD extension number is 6750... we don't have anywhere in Unity Connection for that dn though we have some in 674x and 675x as voicemailbox.
Notification went out when we delete ACD extension 6750 and re-add it on phone. Just not sure what the root cause is.
09-01-2014 08:26 AM
If your integration to Unity is SCCP it's possible that the user accidentally dialed the MWI ON extension and triggered the MWI this way :-)
Chris
Discover and save your favorite ideas. Come back to expert answers, step-by-step guides, recent topics, and more.
New here? Get started with these tips. How to use Community New member guide