Mailbox indicator light

[Joe Della Valle]

We have a user who has 2 extions assigned to her phone and she keeps getting the indicator light signalling she has voicemail, but when she checks, there is none for both extensions?

The only way to clear the indicator light is to use the phone commands to clear it. It can not be cleaned to CM or Unity admin.

This set up has been in place for almost a year now and the problem just started?

We are on CM 7.1.5.10000-12 and Unity  7.1.3.10000-68 versions.

Any thoughts?

[Rob Huffman]

Hi Joe,

Have you checked both extensions in CUC under

the MWI settings to make sure that an Alternate

number has not been set to light the MWI?

Cheers!

Rob

[Joe Della Valle]

Where is WMI in CUCM?

[Rob Huffman]

Hi Joe,

You are going to need to try and find this in Unity Connection

not CUCM;

So for example, lets say you had an account @ 3333 that at one time

was to be checked by the people @ 3000. Under the MWI settings for 3333

there would have been an Alternate/Additional MWI set up for 3000.

3333 > Edit > MWI > Add new (3000)

You would need to find the mailbox where this 3000 had been referenced as

an Alternate MWI and delete that reference.

Cheers!

Rob

[Joe Della Valle]

Rob,

I checked Unity and don't see any other extension that may have had access to the secondary extension? I do see there is not indicators set on this extention, only that it is inheriting the indicators from the main extension.

So, I have to think the fantom light indicator is coming from the main extension? I checked that one as well and don't see anything out of place. It looks like all the others....

Any thoughts?

[Rob Huffman]

Hi Joe,

I don't think I'm explaining myself very well

Let's go back to my example and reference it to your scenario;

So for example, lets say you had an account @ 3333 that at one time

was to be checked by the lady @ 3000. This is the lady who is having the funky MWI

action. Every time a message is left on 3333 it also lights the lamp at 3000.

The problem is that you need to do some detective work to try and find who the 3333 is

in your setup??

You would need to find the mailbox where this 3000 had been referenced as

an Alternate MWI and delete that reference.

I used the Cisco User Data Dump to find the info in our system

http://www.ciscounitytools.com/Applications/CxN/UserDataDump/Help/UserDataDump.htm

So, in my scenario I was trying to find out why the MWI lamp @ 8727 was lighting

when there were no new messages. From CUDD I ran a query that included some base info

and included "all alternate MWI strings"

Here is a sample of the output;

rhoworko,,,,,,,,,,Rita Howorko,xxxx,0

rhuffman,8727,,,,,,,,,Rob Huffman,7777,0

rintramurals,,,,,,,,,,Rec Intramurals,xxxx,0

rjaffer,,,,,,,,,,Rozmin Jaffer,xxxx,1

rjones,,,,,,,,,,Robert Jones,xxxx,0

as you can see above, we find that 8727 has been set as an alternate MWI under 7777. Once

that has been determined I can go to the 7777 account >edit>MWI>delete 8727 and no more

mystery lamps on 8727.

Cheers!

Rob

[Joe Della Valle]

Rob,

So where am I looking for this alt number listing, in Unity or CUCM?

If I look at a user account in Unity, under Edit I see a listing for Alternate Extensions, but all are blank for possible users who may have or had access to this addtional extension.

What's odd is I don't see the alternate extension listed under the user who maintains the mailbox in Unity, however, if I go into CUCM and look up the user, I see both extensions listed under her name?

[Rob Huffman]

Hi Joe,

All my references and things to check so far are in Unity Connection.

What we are looking for is a number in Unity Connection, that might have

either of this users two DN's listed under the MWI (not Alternate Extensions).

Can you please check to see what is set up in Unity Connection for the

second DN on her phone? Is there a mailbox? Maybe she is unsure of what she needs

to be checking. It wouldn't be the first time

Cheers!

Rob

[Joe Della Valle]

Under WMI for this user is her extension only, I don't see a field you could possibly enter another extension?

In doing some research, I see most if not all users have a WMI called MWI-1, which appears to be a default for all.

Also, the alt. extension uses this same MWI, I checked in Unity for the number.

Again I still don't see any other references to this alt. extension for any other user's phone.

[Rob Huffman]

Hi Joe,

Believe me, you can add an Alternate number to light a MWI

when a message is left. Here is an example of my phone 7001 where

when a message is let for me @ 7001 the MWI also lights on 8727

This is in Unity Connection and is set via the "Add new" button;

Message Waiting Indicators	Search Users Edit  User Basics  (rhuffman) Message  Waiting Indicators

Message Waiting Indicators

Delete SelectedAdd  NewReset All
	Display Name	Enabled	Extension	Current Status	Phone System
	MWI-1	X	7001	Off	CallManager
	rob  test ext	X	8727	Off	CallManager
Delete SelectedAdd  NewReset All

So when the MWI is lit on 8727 it could be for an actual message for it or

a message left for 7001. That's why this gets so TRICKY

The only way to find this (unless someone gets lucky) is to run the report

like I linked earlier. From CUDD. here is the reference that shows this alternate

MWI string

rhoworko,,,,,,,,,,Rita Howorko,xxxx,0

rhuffman,8727,,,,,,,,,Rob Huffman,7001,0

rintramurals,,,,,,,,,,Rec Intramurals,xxxx,0

rjaffer,,,,,,,,,,Rozmin Jaffer,xxxx,1

rjones,,,,,,,,,,Robert Jones,xxxx,0

So in your current situation it won't be set under her MWI but some other

unknown number. The user who is having problems would be 8727 in the above example

and the unknown number is 7001.

This is just a guess as to what may be happening with this user. From her, you need to get her to

contact you the next time this happens so you can see which line has the Flashing envelope icon

lit when this phantom message lamp is lit. This way you can narrow down which of her 2 numbers is tied

to another.

Cheers!

Rob

[Joe Della Valle]

OK... so I followed the directions but don't see the following in these steps:

On the Tools menu, select the “Service Management” page.

• •3. The “Connection Database Proxy” item under the “Optional Services” section will be marked as “Deactivated” and stopped. Press the “Activate” button and it will be activated and started automatically.
  

I don't have a choice for Optional Services?

I have an option for DB Services though?

Not sure where to go from here?

[Rob Huffman]

Hi Joe,

Ha! That doc must have been written a while back

In our case you'll need to acess this via the top right hand corner

dropdown box > select Cisco Unity Connection Servicability > Tools> Service management

Cheers!

Rob

[Joe Della Valle]

I only see Tools=>Service Activation, then there is nothong for Options?

There is nothing for Connection Datbase Proxy listed at all?

I only have:

Database & Admin Services

Performance & Monitoring Services

They are all activated though...

[Rob Huffman]

Hi Joe,

That sounds like the Cisco Unified Serviceability page instead of the

Cisco Unity Connection Servicability page, it's easy to get these crossed as

they are in the same drop down

Cheers!

Rob

[Joe Della Valle]

Yep, you hit, I had the wrong link open.

OK, so I strated the service needed but where do I get the Data Dump Tool?

Is it another drop down?