CUC 10.0 MWI Doesn't Light When Voicemails Are Sent

[Quintin.Mayo]

We have a customer with 900 series phones, the MWI light will not light when voicemails are sent to users. We run a Telephony configuration test and no problems were detected. There are two extensions associated for MWI for on/off. Both ports has the "Enable message waiting indicator "checkbox enabled. We synchronized all the WMI's on the system without success. Any assistance in this matter would be greatly appreciated. 

Thanks

[Maren Mahoney]

A few things come to mind off the top of my head:

First, I would ask that you double-check that the MWI On/Off extensions on Unity Connection match up with the ones on CUCM.

Second, the MWI On/Off extensions on CUCM are numbers in partitions. So you need to make sure that the Calling Search Space on the Voicemail Ports include the partition for the MWI On/Off extensions.

Third, the MWI On/Off extensions have a calling search space. So you need to make sure that the CSS on the MWI On/Off extensions can reach all internal numbers on CUCM (that are using voicemail).

Maren

[Ratheesh Kumar]

Hi there,

Please try the TS steps as Maren recommended. Also try these,

https://supportforums.cisco.com/t5/collaboration-voice-and-video/understanding-troubleshooting-mwi-on-unity-connection/ta-p/3162948

(b). Things to check on CUCM:

Skinny Integration:

1. If SCCP integration is there, then make sure the voice mail ports should have the CSS which has the partition of the phones.
2. Dial the MWI on extension then dial MWI off extension, if the phone led become red after dialling MWI on, then the disappear after dial MWI off that means MWI on & off configured properly on you cucm.
3. Make sure that the MWI on and off numbers are unique and should verify it by checking in from route plan report on CUCM.

SIP integration:

1. Check the following on the SIP trunk security profile:

-              Accept Out-of-Dialog REFER

-              Accept Unsolicited Notification

-              Accept Replaces Header

In case of SIP integration, CUC sends SIP notify messages to the phone system to turn the MWI on or OFF so “Accept unsolicited notification” should be checked under SIP profile assigned to the trunk.

2. The calling search on the trunk should have the partition assigned to the directory number of user.

(c). Things to check on CUC for Platform issues:

1.    Make sure the connection notifier service is activated on the primary server.
2.    Cluster health check: Make sure the cluster is in healthy status with the output of the command "show cuc cluster status"

In unity connection cluster, while both servers can answer the calls and take messages but the connection notifier service responsible for MWI is activated only on the primary server and not on the secondary.

A good status would look something like:

show cuc cluster status

Server Name    Member ID Server State Internal State Reason
-------------  ---------  ------------  --------------  ------
pubcuc  0          Primary       Pri Active      Normal
subcuc  1          Secondary     Sec Active      Normal

A bad cluster can look something like this:

Server Name    Member ID Server State  Internal State  Reason
-------------  ---------  ------------  --------------  ---------------------
ccanslev01cuc  0          Secondary     Pri Failover    Critical Service Down
ccavcltv01cuc  1          Secondary     Sec Active      Normal

3. Verify the enterprise dbreplication, a healthy cluster should have the replication status as 2.

You can check the replication using the command “utils dbrelication runtimestate” and is similar to what you have on CUCM or CUPS.

4. Check the the MWI Port Activity:

Step 1  In Cisco Unity Connection Serviceability, on the Tools menu, click Reports.
Step 2  On the Serviceability Reports page, click Port Activity Report.
Step 3  On the Port Activity Report page, select the applicable options for the report.
Step 4  Click Generate Report.

5. In case of any delay in MWI, make sure that the CUC server is synched with an NTP stratum at a value less than 3 using the output of the command "Utils ntp status".

Hope this helps!

Cheers
Rath!

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