Unity is not recording messages

[Steve Baker]

Hi,

We are having a problem with our Unity server whereby voicemail messages are not being recorded. When someone dials in and gets through to voicemail it will play their selected greeting and they are prompted to leave a message. After they have hun up the message seems to be lost. There is no alert on the users phone that a message has been left and if they check their mailbox there is no new messages.

Any ideas what could be causing this sort of behaviour? Everything else on Unity seems to be fine.

Call Manager version 6.1.3

Unity Version 7.0.1

Thanks

Steve

[Brad Magnani]

Hi Steve,

You mentioned you're running Unity 7.0(1) (runs on Windows) but there is technically no Unity 7.0(1).  Do you mean Unity Connection (runs on Unix)?  You're going to want to make sure that you don't have a 1 way audio issue going on when you call.  Depending on what version you're running, Unity or UC depends on how you will troubleshoot that type of problem.  Also, if you're running Unity, the first place would be in the Commserver\UnityMTA directory to see if the messages are getting stored.  This happens if Unity can't talk to the partner mail server (Exchange/Domino).

Brad

[Steve Baker]

Hi Brad,

Sorry yes it is Unity Connection that we are running. I think you may be correct about the 1 way audio as we are also unable to record new greeting messages. Any idea what may be causing 1 way audio?

Thanks

Steve

[Brad Magnani]

This is usually a network/routing issue.  Traffic taking different paths to/from the source/destination.  The first stop would be a network capture from either the spanned switch port of the UC server.  Or you can run the packet capture right from CLI on UC using the following:

utils network capture file audiocapture count 100000 size all

Then you can launch RTMT and collect the "Packet Capture" component for your test and can play back the audio with certain software (search on Wireshark's website) to confirm your suspicions about 1 way audio.

Maybe someone else out there would care to comment more specifically about their experience with 1 way audio and some gotchas they've run into in their deployments.

Hope that helps,

Brad

[Steve Baker]

Bit of an update. After a reboot we found that some of the services were stuck starting. Managed to kill these and start them correctly. Voicemail is now working absolutely fine for an internal call however, if anyone dials in from an external line they still have the problem where by the message is not recorded.