Cisco Unity Connection Admin voicemail notification problems: Zero Messages

[walter.perera]

Hi all:

We are facing an uncommon issue. Our CUC (Cisco Unity Connection version: 7.1.3.10000-68 ) have some voice mails that, even when they do not have messages, it keeps calling users indicating that they have messages on that mailbox. When they try to hear messages, it says "for old messages [not new as there are no messages] press 3", then, after pressing 3, they get a "you have no old messages".

Any ideas?

Thanks

Walter P.

[Scott Hills]

Hello,

I don't have an exact reason but at least something to check.

http://www.cisco.com/en/US/partner/docs/voice_ip_comm/connection/7x/troubleshooting/guide/7xcuctsg160.html#wp1056633

Message Notification Received When There Are No Messages

When users are members of a distribution list that is the recipient of a  call handler that is configured to mark messages for dispatch delivery,  it is possible for a user to receive a message notification for a  message that no longer appears in the user inbox when he or she attempts  to access it. This can happen because another member of the  distribution list has accepted the message between the time that the  notification was sent and the time that the user tries to listen to the  message.

When configuring message notification rules to include dispatch  messages, make users aware that by the time they receive the  notification and call in to retrieve the message, it may be gone from  their mailboxes because another user has already accepted the message.

For more information on dispatch messages, see the "Dispatch  Messages" section in the "Messages" chapter of the System Administration Guide for Cisco Unity Connection Release 7.x.

One thing that might be interesting to check, does MWI agree with there are no new messages. You can check this on Message Waiting Indicators page under user. If that does not show the correct status you might have something else going on.