IP cp 7821 voice mail icon disappeared from screen

[murielle.korri]

Hello

At work me and my colleague both log in on our extension.

Clients call another number. I asked the service desk to do a group pick up so that the number the clients call on tings on our extensions at the same time.

Now we have the following problems:

when clients calls and leave a voice mail message there is no icon anymore on the display telling us how many messages we have.

We have only one voice  mail set up ( the client one) the service desk say they cannot set up our personal one as well.

I am not too bothered about the voice mail, but I really need is the icon back on the display,

The service desk say they cannot add it,

Surely it can be done?

[Chris Deren]

Is the MWI light on, and only icon does not show?

Is the voicemail extension matching the extension defined on the phone? If not, then you will need to define alternate MWI on the mailbox in Unity Connection (assuming this is your voicemail platform).

[murielle.korri]

Hello

There is no light and no icon at all. no way of knowing a message has been left, apart from checking manually

[Chris Deren]

Is the voicemail extension matching the extension defined on the phone? 

What is the voicemail profile assigned to this DN defined as (mask)?

Is MWI working as expected on other phones?

[murielle.korri]

I did not do the set up so I am unable to answer your questions, i just wanted to know if it was possible to get any mwi.

the voicemail profile assigned to my extension is the voicemail from the number assigned to my number.

Before that we always had messages notifications

[Chris Deren]

Sure. Let me circle back a little bit. You mention something about login into the phone, are you login with extension mobility?

What is the extension on your phone when you login?

And what is the extension of the voicemail box?

They have to match in order for MWI to work, otherwise you need alternate MWI defined on the mailbox.

[murielle.korri]

let me explain again.

there is a number the clients call on: lets call it ext 123

 i log in on 224, and my colleague on 225:  my phone shows 224 on the display, and his phone shows 225. when clients call on 123, it rings on both phones, and if I am in a call and someone else calls I get a notification and his phone also rings so he can answer.

the extension of the voicemail is 123.

so from what you are saying that voicemail 123 doesn't match 224 and 225, so what can we do? the service desk says they cannot do anything

[Chris Deren]

How is 123 defined in CUCM? Is it a hunt pilot?

In any case you do need to add 224 and 225 as alternate MWIs to the 123 mailbox in Unity Connection in order to get the MWI light and/or icon present on your phone.

[murielle.korri]

its either a hunt group or a call pick up group

[Chris Deren]

Pickup group DNs are not numbers that are directly dilalable, those are there in case you need to pickup calls across pickup groups.

Anyway, please add the alternate MWI in Unity as suggested and let us know if that solves the issue by marking this thread as answered.