Can't get message light to turn off...... :(

[steve.grosz]

Ok, here's what I did.  In my CUE I had a user who had left our company, but we wanted to reuse her extension.  Before I deleted her user acount, I noticed that she did have voicemail waiting, but figured it would be removed after her account was removed.

I deleted her account, created a new user, and reassigned the phone MAC and extension to the new user.  I was surprised to see that the new user had the voicemail light on.  But when I go into their voicemail, I'm told they have no messages.

How can I get the light to turn off???

Thanks

[Jorge Armijo]

Try on cli:

mwi refresh all

If the problem is just affecting a single user, then this command should help.

--
Jorge Armijo

Please remember to rate helpful responses and identify helpful or correct answers.

[steve.grosz]

Hmmmm, if I go into config t, and into the service-engine there isn't a wmi refresh all option.......am I looking in the wrong spot??

[William Bell]

Steve,

You need to session to the module to refresh MWI from the CLI:

Router#service-module service-Engine 0/1 session

Trying 10.3.115.1, 2258 ..

CUE#mwi refresh ?

  all               MWI for all mailboxes

  telephonenumber   MWI for a mailbox associated to specific telephone number

You can also do this from the GUI.

If you are using the "outdial" MWI option then you can also simply dial the mwi off number if you find the refresh does not work. Rob's suggestion (+5 huff) also works.

HTH.

-Bill (http://ucguerrilla.com)

[Rob Huffman]

Hey Steve,

Just to add a note to the good tips from Joge (+5)

If just leave a new message for the user, once she listens to it

you should be good to go

Cheers!

Rob

"Spend your life waiting,
for a moment that just don't come,
Well, don't waste your time waiting" 

-Springsteen

[steve.grosz]

Rob,

That's the problem, when I go into the phone, the system says there isn't a message waiting, but the light is on like there was a message........

[Rob Huffman · Accepted solution]

Hi Steve,

So if you phone, let the call roll to VM, leave a new message it isn't there?

Cheers!

Rob

"Spend your life waiting,
for a moment that just don't come,
Well, don't waste your time waiting" 

-Springsteen

[steve.grosz]

That did it, if I call and leave a message, then delete the message, the light goes out.......  thanks for the suggestion

[William Bell]

You definitely want to do a refresh of mwi as a first step.

You can also check the voicemail box for the user from the CUE CLI:

CUE# show voicemail mailboxes

OWNER               MSGS NEW SAVE DEL BCST FUTR FAX MSGTIME   MBXSIZE  USED

"ucguerrilla"          0    0   0    0   0    0    0   0         2964     0 %

"huffster"               1    1   0    0   0    0    0   4         2964     1 %

Look at the MSGS and NEW columns for the owner in question.

You can drill into the mailbox as well:

C-CUE# show voicemail detail mailbox huffster

Owner:                                  /sw/local/users/huffster

Type:                                   Personal

Description:

Busy state:                             idle

Enabled:                                true

Allow login without pin:                no

Mailbox Size (seconds):                 2964

Message Size (seconds):                 240

Play Tutorial:                          false

Fax Enabled:                            true

Space Used (seconds):                   4

Total Message Count:                    1

New Message Count:                      1

Saved Message Count:                    0

Future Message Count:                   0

Deleted Message Count:                  0

Fax Message Count:                      0

Expiration (days):                      30

Greeting:                               standard

Zero Out Number:

Created/Last Accessed:                  Jan 05 2013 22:49:45 GMT

If your user exists, has a valid extension, the mailbox is enabled, and the message count is zero then MWI should be off. At least from a CUE perspective.

Beyond that, I think you would look on your CME or CUCM side.

If you are using CUCM then the MWI is handled via the CTI connection. To be honest, I have set this up but have never had to troubleshoot MWI issues between CUE-CUCM. So, I don't know what the next step would be other than removing the record in CUCM, ensuring that the DN is removed from Unassigned patterns, and test again.

With a CME integration you can use Sub-Notify, Unsolicited (SIP), or outcall. If the latter, then you can fix this by calling the MWI Off DN from the station - done. With Sub-Notify, I wouldn't expect MWI issues like the one you are describing as the phone actively checks status on boot. For unsolicited, I would think that Rob's method would fix any issues. I honestly don't know if CME holds onto MWI state the way CUCM does.

HTH.

-Bill (http://ucguerrilla.com)