new Cisco Unity 7.x server into production. 10 or so new users are getting 'you have over 100 new msgs and 100 saved msgs' when checking their vociemail for the first time. This is despite the fact that they have no voicemail in their Inbox. So, I assume Unity is flagging certain msgs in the Inbox as voicemail. Any ideas? Thanks in advance.
Hi Brandon -
If you implemented Unity unified messaging - (email and voicemail combined into same user's inbox), then when the subscriber calls in, he or she is hearing the number of new emails and saved (read) emails in the user's inbox. Although this negates the advantages of having unified messaging, you can disable this prompting for new messages. In the users' Class of Service, disable TTS - this is text to speech, which is a really nice feature. It allows your users to listen to emails played to them over the phone and they can respond back with a voice message if that is what they would like to do. The other area to check is the Conversation that was selected in the User template when you created your subscribers. You can select only voice messages to be announced when subscribers call into to check messages. However, you might be able to mitigate this with some user education and demonstrate the value of unified messaging.
hi Ginger -
thank you for the reply. We are using Unity 7.x, but the customer has requested that we not use the full feature set of true unified messaging. With that said, the issue of '100 new msgs and 100 saved msgs' is only happening on about 5/400 users. TTS has been diabled all along and announce Voice Msgs only has always been checked. It seems that Unity is examining those Inboxes and flagging certain msgs as voicemail. The users that experiencing this problem have large amounts of messages in their Exchange Inbox....read law firm that doesn't like to delete anything. So, it's been difficult to pinpoint what type msgs could be confusing Unity.
Hi Brandon -
For voice messages, Unity looks at the message class of the message, in this case ipm.note.voice.unity. If you have access to these problem users' Outlook inboxes, you can add the Message class to their view and review them. Here are the Outlook 2007 instructions:
- In Outlook 2007, highlight your inbox
- Choose View | Current View | Customize Current View
- Click Fields
- Choose All Mail Fields from the drop down
- Move Message Class to the right.
Hope this helps! Ginger