External callers cannot leave voicemail - Unity Connection

[Steve Baker]

Hi,

We have a problem with our Unity Connection server where external callers cannot leave voicemail. The scenario is this:

Call comes in and gets through to voicemail

Caller here's the recording and is prompted to leave a message

Message is left and can be played back to the caller if they choose to

Caller ends the call and the message disappears. No WMI and nothing on the voicemail box.

This is only happening with external calls, internal is absolutely fine. All other aspects of Unity Connection seem to be working.

We did have a problem where no voicemails could be left and new greeting messages could not be recorded on both internal and external however a reboot resolved this for internal.

Any ideas what could be causing this?

Unity Connection 7.0.1

Call Manager 6.1.3

Thanks

Steve

[Solomon John John · Accepted solution]

Hi Steve,

When a voicemail is left by an external caller, it is delivered to the recipient by unityconnection@.

For example: If kolacorpcuc is the SMTP domain of the Unity connection server and the recipient is luffy. When an external caller leaves a voicemail for luffy, the voicemail will be delivered to luffy@kolacorpcuc by unityconnection@kolacorpcuc

You can check the smtpaddress of the accounts by running the following query:

run cuc dbquery unitydirdb select alias,smtpaddress from tbl_alias page

You can compare the domain part of the unity connection account with the smtp domain of the server.

If it is different, then we have to fix the smtp address of the unity connection account accordingly.

HTH

Sol

[Steve Baker]

Brilliant. Thanks very much for your help, that was exactly the problem. I have changed the smtp doamin and it is now working.