Unity Voice message no where to be found

[luisrolocq]

After leaving a voice message in a user extension, user signs in voicemail system to check messages but it shows no new messages, I have deleted and recreated the user voice mail in Unity and confirmed settings in Call Manager where the extension works properly, the extension is set to forward all incoming calls to VM, test performed: Called the number for the user, voice mail systems picks the call up and I'm able to hear the greeting, I leave a message but when I go to the user voicemail inbox to check it there is no message. No SMTP address configured for this user, we are not Using Outlook for this particular user in any way, we just need to be able to check messages using the phone system.

Any help in how to find out where the messages are going will be greatly appreciated, I have checked the undeliverable inbox and the count is zero so is not there, I assume is been delivered somewhere.

Thanks

[Carlo Poggiarelli]

Hi Luis,

which version of UCNx are you running?

Please let me know

Regards

Carlo

[luisrolocq]

Hi Carlo

Thanks for your reply, I'm running Cisco Unity Connection 10.1.1.10000-24, Call manager version 10.5.2.11900-3

Luis R

[Deepak Rawat]

Does the VM show up in CUC under the Mailbox option for the particular user or not.

Regards

Deepak

[luisrolocq]

Hi Deepak

No, the number of messages under Mailbox information is zero (0), even though I just left one as a test

Thanks

[Carlo Poggiarelli]

Hi Luis,

Can you please download port status remote monitor tool from the below link, run it and leave a message to that mailbox?

Please post the result here.

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

Thanks

Regards

Carlo

[luisrolocq]

Hi Carlo

Thanks for your email, below is the output of the test, I called once directly to the voice mail and once to the main number, number dialed is 3649, in Call Manager that extension is set to forward all to voice mail. please let me know if you have any other question.

05:03:33, New Call, CalledId=*3649,  RedirectingId=3649,  Origin=16,  Reason=8,  CallGuid=1D1E79A765D747B68D4D6D57F33ED0A2,  CallerName=Luis R Cabrera,  LastRedirectingId=3649,  LastRedirectingReason=8,  PortDisplayName=PhoneSystem-1-001,[Origin=Unknown],[Reason=Forward Unconditional]
05:03:35, AttemptForward
05:03:36, State - AttemptForward.cde!Dummy
05:03:36, Event is [NULL]
05:03:36, PHTransfer
05:03:36, State - PHTransfer.cde!LoadInfo
05:03:36, Event is [TrueEvent]
05:03:36, PHGreeting
05:03:36, State - PHGreeting.cde!PlayGreeting
05:03:36, Call answered if needed
05:03:36, Playing greeting for Subscriber:  salesvm
05:03:41, No DTMF received
05:03:41, Playing greeting for Subscriber:  salesvm
05:03:41, Event is [RecordMsgEvent]
05:03:41, State - PHGreeting.cde!VideoAudioCheck
05:03:41, Event is [FalseEvent]
05:03:41, State - PHGreeting.cde!CheckForPostGreeting
05:03:41, Event is [NULL]
05:03:41, State - PHGreeting.cde!RecordMsgCheck
05:03:41, Event is [NULL]
05:03:41, State - PHGreeting.cde!RecordMsg
05:03:57, Event is [HangupEvent]
05:04:00, State - PHGreeting.cde!SetHangupFlag
05:04:00, Event is [TrueEvent]
05:04:00, State - PHGreeting.cde!RunEditMsg
05:04:00, -->MessageEditing
05:04:00,         State - MessageEditing.cde!CheckEditOption
05:04:00,         Event is [TrueEvent]
05:04:00,         State - MessageEditing.cde!PlayAfterMessageEditMenu
05:04:00,         Event is [FalseEvent]
05:04:00,         State - MessageEditing.cde!PlayAfterMessageEditMenu_Audio
05:04:00,         Event is [HangupEvent]
05:04:00,         State - MessageEditing.cde!CheckMsgLength
05:04:00,         Event is [ManyEvent]
05:04:02,         State - MessageEditing.cde!SendMsg
05:04:03,         Event is [TrueEvent]
05:04:03,         State - MessageEditing.cde!CheckForMsgSentRecording
05:04:03,         Event is [NULL]
05:04:03,         State - MessageEditing.cde!ConfirmSend
05:04:03,         Event is [HangupEvent]
05:04:03, <--MessageEditing
05:04:03, Event is [HangupEvent]
05:04:03, Idle
05:06:54, New Call, CalledId=3649,  RedirectingId=3649,  Origin=16,  Reason=4,  CallGuid=09058D33CFFD444BAFF5C276D4347AE7,  CallerName=,  LastRedirectingId=,  LastRedirectingReason=8,  PortDisplayName=PhoneSystem-1-001,[Origin=Unknown],[Reason=Forward No Answer]
05:06:54, AttemptForward
05:06:55, State - AttemptForward.cde!Dummy
05:06:55, Event is [NULL]
05:06:55, PHTransfer
05:06:55, State - PHTransfer.cde!LoadInfo
05:06:55, Event is [TrueEvent]
05:06:55, PHGreeting
05:06:55, State - PHGreeting.cde!PlayGreeting
05:06:55, Call answered if needed
05:06:55, Playing greeting for Subscriber:  salesvm
05:07:02, No DTMF received
05:07:02, Playing greeting for Subscriber:  salesvm
05:07:02, Event is [RecordMsgEvent]
05:07:02, State - PHGreeting.cde!VideoAudioCheck
05:07:02, Event is [FalseEvent]
05:07:02, State - PHGreeting.cde!CheckForPostGreeting
05:07:02, Event is [NULL]
05:07:02, State - PHGreeting.cde!RecordMsgCheck
05:07:02, Event is [NULL]
05:07:02, State - PHGreeting.cde!RecordMsg
05:07:22, Event is [HangupEvent]
05:07:22, State - PHGreeting.cde!SetHangupFlag
05:07:22, Event is [TrueEvent]
05:07:22, State - PHGreeting.cde!RunEditMsg
05:07:22, -->MessageEditing
05:07:22,         State - MessageEditing.cde!CheckEditOption
05:07:22,         Event is [TrueEvent]
05:07:22,         State - MessageEditing.cde!PlayAfterMessageEditMenu
05:07:22,         Event is [FalseEvent]
05:07:22,         State - MessageEditing.cde!PlayAfterMessageEditMenu_Audio
05:07:22,         Event is [HangupEvent]
05:07:22,         State - MessageEditing.cde!CheckMsgLength
05:07:22,         Event is [ManyEvent]
05:07:22,         State - MessageEditing.cde!SendMsg
05:07:22,         Event is [TrueEvent]
05:07:22,         State - MessageEditing.cde!CheckForMsgSentRecording
05:07:22,         Event is [NULL]
05:07:22,         State - MessageEditing.cde!ConfirmSend
05:07:22,         Event is [HangupEvent]
05:07:22, <--MessageEditing
05:07:22, Event is [HangupEvent]
05:07:22, Idle

[Carlo Poggiarelli]

Hi Luis,

Can you try to login with user's web credential into  http://<Cisco Unity Connection server>/inbox and see if there is any message there?

Thanks

Regards

Carlo

[luisrolocq]

Good morning Carlo

I logged in to check and no messages, I have opened a TAC case and right now in the process of upgrading Unity from 10.1 to 10.5, I will check after the upgrade and see if the problem persist, apparently version 10.1 have some bugs that might be the cause of this issue

Thanks for your email, I will update the discussion once I'm done with the upgrade

[Jaime Valencia]

If you leave a message, press #, then press # again to send the message, does it tell you it was successful?

[luisrolocq]

Hi Jaime

Yes it does, I can hear the confirmation "Your message was send" still when I check the voicemail mailbox for the user zero messages.

Thanks