Forwarding Underliverable Messages

[RockCrayfish]

Our system has an active/active Cisco Unity Connection 8.5 install and I noticed today that there are several messages in the default Undeliverable Messages mailbox. This mailbox has not been monitored over the last few months and I will be taking responsbillity for forwarding these messages.

Could someone provide some insight on how exactly these messages can be forwarded to the appropriate subscriber? I can see the sender but as they are located in the undeliverable messages mailbox and do not have any recipient information, is there a way to determine who exactly the message belongs to?

Please note: I'm viewing the messages through the Cisco Unity Connection web inbox.

Thanks in advance!

[allan.thomas]

Hi,

Ideally you should review how the default Opening Greeting call handler is configured as this is could be the reason for the undeliverable messages. I have come across implementations where calls that are forwarded to Unity from a given extension but that extension is not associated with a given subscriber. Thus it will not match the forward routing rule for the attempt sign-in conversation and instead will be routed to the Greeting for the Opening Greeting CH, and the default action is to take a message after the greeting, and the calling party is under the impression that they're leave a vm for the person concerned.

This is just one example of what could be happening in your case, so carefully review your direct and forwarding routing rules. In case like the above, and depending on yours or the customer's requirements, you could simply configure the call-handler to transfer to the operator after the greeting? Or ensure that call-forward settings on the line are not configured to forward to VM for those that do not have VM or set the VM profile to disabled. You could possibly be using these call handlers in another way, so review the configuration before making any changes.

Regards
Allan

Sent from Cisco Technical Support iPad App

[RockCrayfish]

Thanks for the quick reply Allan,

If a call is forwarded to Unity for an extension that is not associated with a mailbox/subscriber, the caller is prompted to enter their User ID. Unity handles it as if the caller had dialed our Voicemail access number rather than the extension they actually dialed. This occurs for any extension that forwards to Unity and does not have an associated subsriber.

According to Cisco, the Undeliverable Messages Mailbox should be monitored and messages should be rerouted, as appropriate. However, the only visible information is the sender, so how can a message be redirected to the appropriate user without any recipient information?