Hitting the messages button does not dial voicemail

[Grayson Wells]

Apparently I am having all kinds of issues today. This time when I hit the "Messages" button on my phone it doesn't connect to Unity Connection properly. It just dials 8800. The CUCM is setup so that if it dials 8800 then it goes through a hunt list to dial the voicemail ports, but it doesn't connect, it just keeps ringing. Ideas?

[Rob Huffman]

Hi Robert,

Is this just one phone or all phones?

The VM Messages button is usually tied to the VM Pilot #

via the VM Profile. Have you checked for any changes there?

Is the Hunt List checked for "Voicemail Usage"? Have you tried resetting

the ports via Unity Connection?

Cheers!

Rob

[Grayson Wells]

This is the only thing that I can think of... the VM pilot. It is showing the pilot number as 8800 and the calling search space that we use for everything. 8800 corresponds to a hunt pilot that correctly is configured to use a hunt list that contains all the voicemail ports. Those ports just never get dialed. It seems like this all boils down to the configs in the directory number. The VM pilot should work if the correct calling search space is configured in the DN config page. However, the calling search space is correctly listed and the VM profile that is listed also mentions the correct calling search space and hunt pilot. It just never tries the numbers in the hunt list.

[Rob Huffman]

Hi Robert,

Have a close look at this good guide. It describes in pretty

good detail the SCCP integration between CUC and CUCM (for 7.x).

The whole use of specific Partitions and CSS's is laid out quite well.

http://www.cisco-secure.com/en/US/docs/voice_ip_comm/connection/7x/integration/cucm_sccp/guide/cucintcucmskinny050.html

In a properly configured system, IP phones should only be able to dial the Pilot# and only the Pilot #

should be able to dial the VM Ports etc. Have a look

Cheers!

Rob

[Grayson Wells]

I have gone over this several times and can't see any issues, but when I hit "messages" it still just dials the pilot number and never connects.

-The user is properly associated with the directory number and the device.

-Under "Call Forward and Call Pickup Settings", the Voice Mail check box is selected to send all busy and no answer calls to voicemail.

-Under "Directory Number Settings" the Voice Mail Profile is set to the correct voicemail profile (the only voicemail profile) and the calling search space is also set properly (we only have one).

-The voicemail profile configuration lists the correct pilot number (8800), and calling search space.

-The voicemail pilot config lists the same calling search space.

-The hunt pilot configuration for 8800 lists the VM partition and is properly configured for the "unity answering ports" hunt list.

-The hunt list is enabled and configured for the proper line group.

-In the line group configuration all unity answering ports are listed in the current group members section.

-In the "Cisco Voice Mail Ports" section all ports are properly registered with Unity Connection and are a part of the proper calling search space.

-I have verified that the user (me) that is associated with the device in question (and the directory number in question), has a profile in Unity Connection. When I added said profile I simply imported my user account from the LDAP directory just as I did in the older version of Unity on the other cluster.

With this configuration in place it seems like it should work, but it does not, it just dials 8800 and rings forever.

[Grayson Wells]

In addition to this, I have already tried resetting the ports from the Unity Connection side. They re-registered with no problems at all.

[Rob Huffman]

Hey Robert,

Hmmmmmmm! We'll get there

Can you dial the VM Ports directly? If so what happens? The VM Ports

should be in the VMRestrictedPT are they? Are the VM Ports set to Answer calls in

the CUC port config? Is the Hunt Pilot set to "Route this Pattern"?

Have you tried setting up DNA in CUCM (dialed number analizer) and tracing a test call to see where

it's getting blocked? Have you tried the Remote Port Staus Monitor (a CUC Tool) to see if the

calls are reaching CUC?

Cheers!

Rob

[Grayson Wells]

The VM ports are in the VMRestricted_PT. The hunt pilot is set to route the pattern. In CUC under Telephony Integrations>Port>Port Behavior the "Answer Calls" checkbox is checked. When you say "dial the VM ports directly", do you mean literally dial 8801 for example? I tried that and it said your call cannot be completed as dialed.

[Grayson Wells]

The connection between CUC and CUCM doesn't rely on the gateway at all does it? Another one of our techs asked that question, and I don't think it does but don't know for sure. Right now the gateway router (that has the T1 to the POTS) only knows about the old cluster. Everything gets routed through the old cluster and then on to the new cluster. To me it seems like that would be independent of the voice mail ports currently in question, but I wanted to make sure.

[Rob Huffman]

Hi Robert,

The Gateway should not come into play here. But you did kind of

lose me on what type of set up you currently have here. This is a second cluster

you are trying to set up? Is CUC integrated with the old or new cluster? or is

this a second integration? I'm sorry, but I'm kind of lost here

Cheers!

Rob

[Grayson Wells]

Two clusters... the old one has CUCM v7.0 with Unity. The new one has CUCM v8.5 with Unity Connection. There is an intercluster trunk between the two. The old cluster works perfectly fine. Right now I have two phones on the new cluster. The route patterns on the new cluster points calls back towards the old cluster (v7.0) to route calls out because that is the cluster that has the established connection to the gateway. All calls are fine, except dialing to the voicemail. Under the route plan report 8800 is listed in the VMPilotNumber_PT as a hunt pilot that routes to the Unity Answering Ports line group, which contains the ports that are in the VMRestricted_PT.

[Grayson Wells]

This is probably something simple, I just haven't been able to find the issue yet.

[afmmanicke]

Going along with the something simple theory...   Have you tried resetting the hunt list that the voicemail configuration uses?

Can you use the RTMT port monitor to see if the calls even get to the voicemail side?

[Rob Huffman]

Hey Robert,

Simple for you maybe Hahahahahaha!

Sometimes just talking through an issue can help sort it out...so

I'll keep blabbing here. Is 8800 a completely unique number on the

new cluster? It almost seems like the call may be trying to route

over the ICT to the "old" Cluster. What happens if you dial 8800

from a phone on the "old" Cluster? Did you try DNA?

Cheers!

Rob

[Grayson Wells]

I really don't know how to use RTMT very well, I have only used it once before (because I have only been an admin on the VoIP system for 3 months). If you dial 8800 from a phone registered to the old CUCM it dials voicemail perfectly fine and answers perfectly fine (and prompts you for your PIN). I like the idea that this is getting routed out over the intercluster trunk, but I have never used DNA.