Unable to transfer directly to vmail

[gergs00]

We are running Call Manager 4.0(1) with Unity 4.0(3) SR1. Our administrators used to be able to transfer a caller directly to their manager's voicemail box by pressing Transfer, *, extension, Transfer. This still works, however, the caller is not able to leave a voicemail message after the greeting completes. The failsafe greeting is played and then hangs up. When calling directly to someone's voicemail, there isn't an issue.

[lindborg]

Whenever the failsafe message is played there is always one or more errors added to the Application Event Log - can you fish those out and post them in their entirety?

[gergs00]

Here is a sample from the application event log.

[lindborg]

If you could copy the text of the error using the copy button (3rd button down on the right there) and get the messages from several of those and post them, that'd be helpful - there's some lines there on your screen shot that I can't see that may be important.

Also, are all the errors I see there from the same call or from seperate calls?

That error seems a bit odd if you call into the auto attendant and dial the same box as if you called in directly - not being able to find the mail server is pretty catastrophic and shouldn't care about the origin of the call. Does dbWalker show up any errors for these users?

[gergs00]

I'm not very experienced in troubleshooting Unity, so I haven't tried using dbWalker. If you give me some instructions I'll gladly give it a try (as long as this is safe to run on a live system).

It appears now that the issue is intermittent. Without any changes being made on the servers, this process will work intermittently throughout the day. This has been verified.

Below is the full message from the app event log from an instance that failed. The errors repeat themselves 3 or 4 times for the same phone call in the app event log. In addition, it happens on several differenet numbers/voicemail boxes.

The description for Event ID ( 504 ) in Source ( CiscoUnity_PHGreeting ) cannot be found. The local computer may not have the necessary registry information or message DLL files to display messages from a remote computer. The following information is part of the event: IAvDohMailUser::Get(AVP_MAIL_SERVER), 0x8004010f, 6664, H:\views\ESB1_view\un_Conv2\AvConvPhoneHandler\AvConvPHGreetingSvr\AvSPlayGreeting.cpp,

For more information, click: http://www.CiscoUnitySupport.com/find.php .

[gergs00]

Here is the message when I copied it as you requested...(see attachment)

[lindborg]

If it's a timing related thing it sounds like maybe the call is going to a different handler/subscriber in some cases than others - that's my best guess. That error would indicate a handler has a message recipient that's not valid any longer - which would always give you failsafe no matter how you accessed it.

running dbWalker is safe on a running system - it'll slow it down a bit since the CPU will be working harder so you may want to do it after peak call times - just don't pick any of the "automatic fix" options and it'll run in read only mode and just spit out errors that it founds in the system's data links.

You'll probably want to open a TAC case on this - it'll be hard to run a timing issue like this down without seeing some trace output and such, possible for the switch side of the house as well.

[gergs00]

Yep. TAC case is already opened on it. Also, I kicked off dbWalker after reading up on some important maintenance practices for Unity. I'll post the errors here (if any) tomorrow.

Thanks for your assistance, Jeff!!