Cannot Retrieve Unity Connection Voicemail Messages

[rferriolo]

Hi All:

When I leave a voicemail message on a 7962 phone, there is an MWI and an Envelope icon in the upper right corner of the phone display, however when I push the Messages button, Unity asks to spell the Last and First name then press # instead of asking for a password to retrieve the message. I cannot find the missing configuration to allow message retrieval.

Any assistance would be greatly appreciatedl

thanks,

Ron

[rferriolo]

[Carlo Poggiarelli]

Hi Ron.

Just to recap.

- On CUCM you have a voicemail pilot eg 1000 associated to a voicemail profile eg Default and "Voice Mail Box Mask" is      empty

- The VM profile is associated to Directory number from where you are testin.

- Make Sure , through CUCM routeplan report, that voicemail pilot number in unique on your dialplan.

- Which is the first message that you hear when you press envelope button on the phone?

- On Unity Connection are users present under Users-->Users menu?

- Have you recently istalled a new language on UC?

Let me know

Thanks

Regards

Carlo

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[rferriolo]

Carlo:

• There are no dupes in the Route Plan Report
• The users were imported from CUCM and have the DTMF Access ID associated with them
• The initial message is: "Spell the last and first name, then press #"
• I haven't installed any language

Thanks,

Ron

[Carlo Poggiarelli]

Hi Ron.

On System Call Handler --> Opening Greeting  Edit -->> Greetings ---> Standard Greeting.

Inf you select System Default Greeting, what can you hear as first prompt?

Let me know

Regards

Carlo

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[davrojas]

Hi Ron,

Based on>

• The initial message is: "Spell the last and first name, then press #"

This is for sure a Directory Handler setup with that specific search criteria, likely the System Directory Handler built-in by default.  It would be insightfull if you could also please provide screenshot of how many Directory Handlers you have, if you do have more than one check what extensions they have to cross out of the list any overlapping DN issue.

-DRP

[Rob Huffman]

Hi Ron,

It is very strange that you aren't hitting the Sign-in conversation

when dialing the Pilot # from a phone that doesn't have a mailbox

and then pressing Star *. It should prompt;

"please enter your ID followed by #" - which is the Sign-In conversation

We need to see why, so I would try this Tool from the excellent suite of Unity Tools to have a look

to see what info is passed to Unity Connection and what the call flow looks

like when this scenario happens and also when the Message button is pressed.

Port Status Remote Monitor for Connection (rPSM)

http://www.ciscounitytools.com/Applications/CxN/PortStatusMonitorCUC7x/PortStatusMonitorCUC7x.html

Can you please post back with this info. I'll capture a couple of examples and post them

up here in a bit

Cheers!

Rob

"Why do the best things always disappear " 

- The Band

[Rob Huffman]

Hi Ron,

First off I wanted to give my friend Carlo a big +5 for his great

work here!

Here is what the start of a call where I pressed the Message button on my phone

looks like (you see it goes directly to "Attempt SignIn;

07:48:52, New Call, CalledId=8700,  RedirectingId=,  Origin=16,  Reason=1,  CallGuid=9EDBB075B3C54C419BDC523736238400,  CallerName=Rob Huffman,  LastRedirectingId=,  LastRedirectingReason=1024,  PortDisplayName=CallManager-1-003,[Origin=Invalid],[Reason=Invalid]

07:48:52, AttemptSignIn

07:48:52, State - AttemptSignIn.cde!Dummy

07:48:52, Event is [NULL]

07:48:52, SubSignIn

07:48:52, Subscriber Sign-In

07:48:53, State - SubSignIn.cde!AnswerPhone

07:48:53, Event is [TrueEvent]

07:48:53, State - SubSignIn.cde!AuthenticateUser

07:48:53, -->SubAuthenticate

07:48:53,         State - SubAuthenticate.cde!TryCounter

07:48:53,         Event is [NULL]

07:48:53,         State - SubAuthenticate.cde!GatherID

07:48:53,         Event is [FalseEvent]

07:48:53,         State - SubAuthenticate.cde!LoadSubscriberMinimalData

07:48:53,         Event is [NULL]

07:48:53,         State - SubAuthenticate.cde!GatherPIN

07:48:53,         -->SubAuthenticatePW

07:48:53,                 State - SubAuthenticatePW.cde!ValidatePwd

07:49:00,                 Event is [TimeoutEvent]

07:49:00,                 State -

07:49:03,                 Subscriber sign-in successful. Alias - rhuffman. Extension - 7001. Caller Id - 7001.

And here is a call from external to the Opening Greeting Call Handler then pressing

Star * (after the * DTMF it goes to SubSignIn);

07:55:14, New Call, CalledId=8700,  RedirectingId=8700,  Origin=16,  Reason=8,  CallGuid=31DDD797D7E546B5ABE78BA8E1FE351E,  CallerName=Rob Huffman,  LastRedirectingId=8700,  LastRedirectingReason=8,  PortDisplayName=CallManager-1-002,[Origin=Invalid],[Reason=Invalid]

07:55:14, AttemptForward

07:55:14, State - AttemptForward.cde!Dummy

07:55:14, Event is [NULL]

07:55:14, PHTransfer

07:55:14, State - PHTransfer.cde!LoadInfo

07:55:14, Event is [TrueEvent]

07:55:14, PHGreeting

07:55:14, State - PHGreeting.cde!PlayGreeting

07:55:14, Call answered if needed

07:55:14, Playing greeting for Call Handler:  Opening Greeting

07:55:22, DTMF received [*]

07:55:22, Event is [NULL]

07:55:22, SubSignIn

07:55:22, Subscriber Sign-In

07:55:22, State - SubSignIn.cde!AnswerPhone

07:55:22, Event is [TrueEvent]

07:55:22, State - SubSignIn.cde!AuthenticateUser

07:55:22, -->SubAuthenticate

07:55:22,         State - SubAuthenticate.cde!TryCounter

07:55:22,         Event is [NULL]

07:55:22,         State - SubAuthenticate.cde!GatherID

Cheers!

Rob

"Why do the best things always disappear " 

- The Band

[rferriolo]

Rob:

It appears as though the call is immediately attemping to FORWARD rather than SIGN-IN. Please see below....

THX

======================================================================================

CallData, 3, CallerId=1001, CalledId=2001, RedirectingId=2001, Origin=16, Reason=4, CallGuid=66073CA6F4874525A88406AB5F993268, CallerName=Jack Shepherd, LastRedirectingId=2001, LastRedirectingReason=4, PortDisplayName=PhoneSystem-1-001

Application, 3, 1001, AttemptForward

State, 3, 1001, State - AttemptForward.cde!Dummy

State, 3, 1001, Event is [NULL]

Application, 3, 1001, PHTransfer

State, 3, 1001, State - PHTransfer.cde!LoadInfo

State, 3, 1001, Event is [TrueEvent]

Application, 3, 1001, PHGreeting

State, 3, 1001, State - PHGreeting.cde!PlayGreeting

Display, 3, 1001, Call answered if needed

Display, 3, 1001, Playing greeting for Subscriber:  Bob Smith

Display, 3, 1001, No DTMF received

Display, 3, 1001, Playing greeting for Subscriber:  Bob Smith

State, 3, 1001, Event is [RecordMsgEvent]

State, 3, 1001, State - PHGreeting.cde!RecordMsg

State, 3, 1001, Event is [NULL]

State, 3, 1001, State - PHGreeting.cde!RunEditMsg

Application, 3, 1001, -->MessageEditing

State, 3, 1001, State - MessageEditing.cde!CheckMsgMenuOpt

State, 3, 1001, Event is [EditMessageMenuEvent]

State, 3, 1001, State - MessageEditing.cde!PlayEditMenu

State, 3, 1001, Event is [HangupEvent]

State, 3, 1001, State - MessageEditing.cde!CheckMsgLength

State, 3, 1001, Event is [ManyEvent]

State, 3, 1001, State - MessageEditing.cde!SendMsg

State, 3, 1001, Event is [TrueEvent]

State, 3, 1001, State - MessageEditing.cde!ConfirmSend

State, 3, 1001, Event is [HangupEvent]

Application, 3, 1001, <--MessageEditing

State, 3, 1001, Event is [HangupEvent]

Display, 3, 1001, Idle

CallData, 3, CallerId=1001, CalledId=2001, RedirectingId=2001, Origin=16, Reason=4, CallGuid=3693AD85502F484F9851C48A4D570A44, CallerName=Jack Shepherd, LastRedirectingId=2001, LastRedirectingReason=4, PortDisplayName=PhoneSystem-1-001

Application, 3, 1001, AttemptForward

State, 3, 1001, State - AttemptForward.cde!Dummy

State, 3, 1001, Event is [NULL]

Application, 3, 1001, PHTransfer

State, 3, 1001, State - PHTransfer.cde!LoadInfo

State, 3, 1001, Event is [TrueEvent]

Application, 3, 1001, PHGreeting

State, 3, 1001, State - PHGreeting.cde!PlayGreeting

Display, 3, 1001, Call answered if needed

Display, 3, 1001, Playing greeting for Subscriber:  Bob Smith

Display, 3, 1001, No DTMF received

Display, 3, 1001, Playing greeting for Subscriber:  Bob Smith

State, 3, 1001, Event is [RecordMsgEvent]

State, 3, 1001, State - PHGreeting.cde!RecordMsg

State, 3, 1001, Event is [NULL]

State, 3, 1001, State - PHGreeting.cde!RunEditMsg

Application, 3, 1001, -->MessageEditing

State, 3, 1001, State - MessageEditing.cde!CheckMsgMenuOpt

State, 3, 1001, Event is [EditMessageMenuEvent]

State, 3, 1001, State - MessageEditing.cde!PlayEditMenu

State, 3, 1001, Event is [HangupEvent]

State, 3, 1001, State - MessageEditing.cde!CheckMsgLength

State, 3, 1001, Event is [ManyEvent]

State, 3, 1001, State - MessageEditing.cde!SendMsg

State, 3, 1001, Event is [TrueEvent]

State, 3, 1001, State - MessageEditing.cde!ConfirmSend

State, 3, 1001, Event is [HangupEvent]

Application, 3, 1001, <--MessageEditing

State, 3, 1001, Event is [HangupEvent]

Display, 3, 1001, Idle

[Carlo Poggiarelli]

HI Ron

Can you please post the screenshot of System Call Handlers and onother of direct call routing rules?

Thanks

Carlo

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[rferriolo]

                         SYSTEM CALL HANDLER  - GOODBY

============================================================================

                         SYSTEM CALL HANDLER  - OPENING GREETING

=========================================================================

                         SYSTEM CALL HANDLER  - OPERATOR

========================================================================

                         SYSTEM CALL HANDLER  - SCH_AA_MAIN

=========================================================================

                     DIRECT CALL ROUTING - ATTEMPT SIGN IN

===========================================================================

                     DIRECT CALL ROUTING - OPENING GREETING

===============================================================================

                     FORWARDED CALL ROUTING - ATTEMPT FORWARD

==========================================================================

                     FORWARDED CALL ROUTING - OPENING GREETING

[rferriolo]

            SYSTEM CALL HANDLER - OPENING GREETING

[Carlo Poggiarelli]

Hi Ron.

Please create a new voicemail profile, use 8888 as voicemai mask and associate this new profile to a Phone's Directory Number from where you will call the voicemail pilot.

After that, please post the output of Port Status Monitor log.

Thanks

Carlo

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"The more you help the more you learn"

[rferriolo]

Hi Carlo:

I continue to appreciate your hard work.

I'll make the change, however my Remote Port Status Monitor is no longer working. It literally worked one time then stopped working with the error: Connection Refused by Remote Server. Others have had this issue but none of their fixes have worked. Everything is configured properly in Unity ADVANCED - CONVERSATIONS (The checkbox for Enable Remote Port Status Monitor Output is checked and the IP address of the Unity server has been added). In Cisco Unity Connection Serviceability, the Connection Database Proxy Service is STARTED. The Unity Connection server IP address has been added on the Monitor side. I even changed to a laptop to a different manufacturer. I am running Unity Connection version 7.0.1.1.

I may have to open a separate discussion for this problem.

Thanks,

Ron

[davrojas]

Hello Ron,

I see you stated: "ADVANCED - CONVERSATIONS (The checkbox for Enable Remote Port Status Monitor Output is checked and the IP address of the Unity server has been added)"

By this i hope you meant that the IP of the CUC server is when the rPSM is opened and asks for the IP and not under:

IP Addresses Allowed To Connect For Port Status Monitor Output (comma-separated), which would be your workstations IP address.

PS: After you put your workstations IP it takes about 5 minutes. Also make sure your workstation does not have a firewall enabled just in case.

Please confirm.

-David

Message was edited by: David Rojas

[rferriolo]

David:

Thanks for the Port Monitor fix !!!