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Call Center ACD Agent not receiving new voicemail indications on phone

Yort Mantup
Level 4
Level 4

UCCX - 8.5.1

UCNX - 8.5.1

CUCM - 8.5.1

We have a couple of a new agents on the system.  I have set them up with  individual agent extensions in CUCM and UCCX.  The functionality is working perfect except when a new vm is left on the help desk mailbox, the indicators for their ACD extensions do not work. It does however work for the existing agents.  I originally thought I needed to add the new ACD extensions as an alternate extension on the Help Desk Mailbox in Unity.  When I looked, only the CTI RP for the Help Desk is added as an alternate extension. 

That RP is setup as the Standard_Voicemail in UCCX in the application and script.  Do I need to somehow associate the new Help Desk ACD's with this RP so the VM indicators work for them??

Thanks

1 Reply 1

piyush aghera
Spotlight
Spotlight

Try adding the new extension under MWI indication for Help Desk mailbox.

Subscriber -> Messages -> MWI extensions