MWI Issues for Single User

[philip.e.denton]

My customer is running UConn 7.1.3.10000-68 and CUCM 7.1.3.10000-11 with SCCP phones, and of approximately 1100 phones all are functioning correctly except for one.  A single user is reporting that when he has MWI on his phone he calls in to check his messages but when he hangs up MWI doesn't clear.  He's reporting that only when he dials in and listens to all messages (at least once or twice more) does MWI clear.

We've already repalced the phone and deleted and re-added his UConn account.  Any ideas?  I'm working with TAC to pull logs but troubleshooting is going slowly to say the least...

Thanks!

Phil

[Rob Huffman · Accepted solution]

Hi Phil,

It's got to be user error (it always is )

Just a thought here, but can you try adjusting this setting (Save Message instead of Mark New) under the User or

User Template;

Playback Message Settings

While Playing Each Message

When a Call Is Disconnected or the  User Hangs Up

Save Message   Mark Message New

I had a user who complained about the same thing and eventually found that he was just hanging up after

  he finished listening to a new message. If this setting is left @ Mark message new the MWI never goes out.

Cheers!

Rob

[philip.e.denton]

Rob,

Brilliant idea!  I've applied the change and anxiously await the results...

Thanks,

Phil

[philip.e.denton]

I called the user and he swore he lets his messages play all the way through every time.  Regardless, I made the change, left a test message, and the user called back and said it worked.

Thanks again!

[Rob Huffman]

Hey Phil,

Hahahahahaha! You always have to "read between the lines" with users

don't you I'm glad you got it "fixed" for him so that you can move onto

putiing out some other fires.

Cheers!

Rob