Cisco Unity User Mailbox Not using Alternate Greeting

[aaronb88]

I have a mailbox which the user wants a custom greeting for.

Originally I went into the standard greeting, set it to use my personal greeting and uploaded the WAV they sent me.

The system still plays the system default of Sorry.. Username is not available..

I tried recording an alternate greeting through the mailbox setup and I still have the same issue (mailbox setup tells me my current greeting is the one I want.

If I change the standard or alternate greeting to do nothing, it does nothing and takes a message?
The greeting is defiantly enabled and set to not expire.
I am using Cisco Unity Connection version: 12.5.1.21900-10.

Any help is much appreciated.

[Brad Magnani]

The behavior sounds odd like we're missing something.  Is it just this 1 mailbox having issues?  If you try creating a new test user and upload the greeting as Standard greeting, do you hear it play correct?  Traces would be the place to start to see what's actually happening.  Upload and save the greeting you want (or record it from the TUI) and confirm it's enabled. 

Enable the following traces from Unity Connection Serviceability>Trace>Macro Traces

Call Flow
Call Control
Conversation Traces

Let the call roll to VM and play the supposed user's greeting then gather the following from RTMT:

Connection Conversation Manager

Please also include the call details:

Timestamp
Calling #
Called #
User mailbox alias

If you don't want to send the logs here for all to see, you can DM them to me and I can take a quick look.

[Maren Mahoney]

When folks describe that behavior, the most common reason is not having selected Callers Hear > My Personal Greeting. Double-check that and let us know.

Maren