CUC v15 user getting mailbox full message when there are no voicemails

[dsmutz]

CUC version 15. User says they get a mailbox is full message but they have no voicemails. CUC mailbox says they have 26 voicemails. User cannot get to deleted folder to see if there are any deleted messages that could be removed. Settings on Unity side say to permanently delete messages after 3 days. Why is the user getting a mailbox full message if she has no voicemails?

We did try the delete external messages, but all that did was delete all emails in the deleted folder for that day. How does that happen? How does deleting voicemails turn into deleted emails (emails that never were voicemails)?

Any help would be appreciated. 

Dawn

[Jerrytech1]

After the user enters their PIN they press 3,2,2. That should clear the deleted messages folder.

You could also create a new COS which permanently "deletes messages without saving to the deleted folder".

Check the box under Message Options in the new COS.

Then assign this user to the new COS.

[Maren Mahoney]

Messages stored in the Deleted Messages folder are in a tombstone state, meaning they can be 'undeleted' until they are permanently purged. Messages that are tombstoned are counted as part of the mailbox size when calculating quota. A mailbox of 26 messages is not very large, so perhaps increasing the quota (either for this user or for your system in general) is a good idea. It's certainly something to look at. I would suggest that before changing the message retention policy as the user may actually need to undelete messages. But you know your environment better than any of us.

"How does deleting voicemails turn into deleted emails (emails that were never voicemails)?" -- If you are using Unified Messaging then reading or deleting an email that is a voicemail will change that status in the CUC database, and reading a voicemail in CUC will change its status in email.. It is not possible for CUC to store emails that are not voicemails, so I'm not sure I understand your question. 

Maren

[Brad Magnani]

Assuming you've checked that you're not over quota due to the previously mentioned deleted items, the best way to further investigate is to set tracing and reproduce the mailbox full error.  You can se the following traces.

Macro - Call Flow, Call Control, Conversation Traces, Message Tracking Traces
Micro - MTA - all levels

After reproducing the error, pull from RTMT:

Connection Conversation Manager
Connection Message Transfer Agent

Hope this helps,
Brad