Cisco Unity 7: Voice mail cann't get the name or Number phone of the caller

[omar_youn]

Hi,

I have installed Cisco Unity Messaging Unified version 7 and integrated with Exchange 2010.

I have two scenario, and I want to know if are normal or not:

1.       If the 2 IP phones are subscribed with Cisco Unity: the first IP phone call the other IP phone and let a voice mail. When the second IP phone check his message vocal it can get the name of the caller or his number phone (the message is: You have One message from XXXX) and he get e-mail as objet: Voice Mail from XXXX.

2.       If one IP phone is not subscriber with cisco unity call other Ip phone subscribed with cisco unity and let him a voice mail. The second IP phone when check his message vocal it can’t get the name of the caller or his number phone: The message is: You have one voice mail xxxx; without indicate from!! and he get a e-mail as object: Voice mail from Unknown.

Please, I want to know if the second scenario is normal ? if not, who to resolve this problem? I want that he indicate the number of caller same he isn't subscriber with cisco unity?

Thanks a lot,

Best regards,

Omar YUNSI

[Bryan Shapess]

So for the 2nd scenerio you would want to check what your Message Subjects were set to.  For Unity 7 open Web SA, click Configuration and then Message Subjects.  Make sure that the Outside Caller Message has %CALLERID% in it somewhere.  The value %CALLERNAME% will return unknown if we do not receive a name from the PSTN.

Try setting the Outside Caller Message to:

%U% %P% Voice Message from %CALLERID%

and that should get you your desired results.

The default Message subject is:

%U% %P% Voice Message from %CALLERNAME% (%CALLERID%).  So with that it would say Voice Message fom Unknown (xxxx) if it was not able to determine the name of the user which is usually normal from a PSTN call.

Just to note, the From address is always going to say from Unity Messaging System, it will only be the subject that has the extension in it.

Bryan

[omar_youn]

Hi Bryan,

Thanks too much for your answer,

But if I change %CALLERNAME% by  %CALLERID%, I cann't get the name for the IP phones that ate subscribed with cisco Unity also. for example, in the first  scenerio I get just the number of the phone without the name of the user that is enregistred in Cisco Unity. right?

thanks again

best regards,

Omar

[Bryan Shapess · Accepted solution]

Correct, if you do not have %CALLERNAME% then you will never see the name of the person calling.  When you have %CALLERNAME% that variable is populated by the caller id passed by the telephone system.  So for a call from the PSTN it is more than likely that you will never receive a name and therefore it will default to Unknown.  From a CallManager you would need to have a name configured so it would display on a phone when you called it.  This same information would be passed to Unity and then displayed in the %CALLERNAME% variable.  If you feel you are getting the name from the caller id and it is still not being displayed on the message then you would want to open a TAC case to look into the issue.

Hope that clears it up for you.