MWI Lamp Lit with no message

[cplatt01]

I am getting calls from users that the message light is lit and the envelope is flashing as well. I checked the Message Waiting Lamp policy and it is set only to light up when a new message is there. I checked the event log and I get a warning message as follows:

"Failed to set message waiting lamp for <user> switch 0, cluster 0, reason: SetMWIFailed with 0x80004005"

Any help would be great.

Call Manager Version: 3.2(2c)

Unity Version: Unity 3.1 Build 3.1(5)

[Ginger Dillon]

Hi -

Is this error affecting all your users or just some - that will help you decide how to diagnose. There are a couple of things you can do to help diagnose:

Dial the MWI Off number from a Cisco phone with the light currently set - does the light go off?

Dial the MWI On number from a Cisco phone with the light currently set off - does the light go on?

Check your Unity ports and ensure you have adequate ports available for turning the lights on/off

From the Unity SA, you can reset all MWI, but I would recommend doing this afterhours (or lunch, whenever your port usage is lighter) - by going to System, then Switch, and press Resynch Now button.

Cisco also has a great paper on MWI troubleshooting - here's the direct link http://www.cisco.com/en/US/customer/products/sw/voicesw/ps2237/prod_troubleshooting_guide_chapter09186a008011a5bc.html

Best wishes! Sincerely, Ginger

[cplatt01]

Ginger,

The error is with some of the users.

I did dial the MWI off number and that worked.

I looked at the ports and I have 12 ports available to turn off and on the light.

I scheduled a resynch after hours. Thanks for the link. I will check it out. ANy other advice is always welcome!

Thanks a million,

CHRIS

[Ginger Dillon]

Hi Chris -

OK ... I then have the following suggestions on how I would proceed for these users:

1. From CallManager, display the user's phone. Click on the IP address hyperlink and check the bottom of the Display - Message Waiting. Note whether the MWI is ON or OFF. This is the current status of the light on the Cisco phone.

2. Check Unity status for the subscriber. Go to the subscriber's Messages display in SA. Note whether the MWI is ON or OFF. I also link to the user's inbox from Outlook - Tools - Services - Select Microsoft Exchange Server Properties, then go to the Advanced Tab and add the user's mailbox to yours. Check to see if the user validly has NEW voicemail (or email if the subscriber uses notification) in the inbox.

3. If Unity is out of synch for that user - from SA on the subscriber's Messages display you can "Refresh status" of the MWI. Doing this for one or more users does not put a load on your Unity system.

One other thing for consideration - I noticed you have 12 ports configured for MWI Dialout. You might look at the number of ports you have total, and whether or not these 12 are also performing jobs such as media master control, answering phones, etc. For example, I have 75% of my ports - 18 out of 24 just answering calls. The rest perform all duties - this configuration is monitored daily. I may revise as we bring new subscribers online - we're currently at 415 subscribers for our system.

Hope this helps! Sincerely, Ginger