MWI On/Off

[Brandon Pierce]

Got an issue with MWI not working correctly in relation to voice mail either being present or not. Sometimes the light is lit while other times it is not.  I tried putting a test phone into the MWI CSS that lets me access it an dialing but I get a block this pattern from DNA as an unallocated number yet it is clearly there.  I am going to go onto the Unity Connection box and resync and make sure everything is jiving there but wanted some input as to what else could be causing the issue?

CUCM/Unity:

System version: 9.1.1.10000-1

Action Plan:

Resync Unity Connection

Restart Unity Connection if necessary

From my standpoint this looks like a CUCM issue since I can't even dial the MWI on/off numbers.  I recently had to completely rebuild their CUCM due to the CAR database going corrupt.  Everything else is working correctly as far as I know and it definitely doesn't appear to be a CSS issue as nothing has changed.

[Brandon Pierce]

Ok, after further testing I made a boo boo and overlooked the partition of the test phone I am using.  Once I put the line in the correct partition the MWI can access the phone line and initiate the on/off indicator.  Now I just need to track down why it isn't working for some users getting voice mail.  Back to the action plan!

[Anirudh Mavilakandy · Accepted solution]

You can verify if Unity Connection is dialing out MWI using Remote Port Status Monitor tool,

http://www.ciscounitytools.com/Applications/CxN/PortStatusMonitorCUC7x/PortStatusMonitorCUC7x.html

You can also check the MWI status of the user. Go to the User > Edit > Message Waiting Indicator. If it is ON, Unity Connection will not dial MWI out when there is a new message because of previous new unread messages. You can delete those messages and try again. If you see MWI ON there then Unity Connection is dialing out. You can also verify this using logs. Enable Miu, Arbiter Micro traces and you'll see the same using Conversation Manager.

On Call Manager you check on DBreplication. If replication is fine and Unity Connection dials out the MWI, then you'll need cucm trace analysis. You can open a tac case with the CUCM team for assistance.

[Brandon Pierce]

That tool is outstanding.  It ended up just being the fact that I rebuilt their CUCM and the MWIs were out of sync.  I re-synced the MWIs and everything returned to normal.  Did a few tests and left voice mail and the lights lit up as they should then turned off after it was read/deleted.  Thanks for your input.