Unity Voicemail weird problem

Unanswered Question
Jul 16th, 2007

Dear All,

We are encountering a problem with some users on our CCM 4.X/Unity 4.2 Cluster. The IP phone shows "You have voicemail" , the MWI Lamp stay ON, but in reality when user check the VM ,there are not voice mail messages . After troubleshooting the Unity looks that is Fine, and problem appear to be in CCM.

Has someone encounter this issue and what was the fix?

Many thanks in advance,



I have this problem too.
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ranpierce Mon, 07/16/2007 - 11:28


Is the lamp on with a new message and then the subscriber checks it and the lamp stay on when it should go off then?


arielroza Mon, 07/16/2007 - 11:50


Afer retrieving the last new message on a mailbox, can you see the Unity Server dialing out a MWI call using Call Viewer'

maddox-mp Mon, 07/16/2007 - 12:15

The MWI lamp stay ON, even after the user checks the messages. Normally should go off but in this particular case doesn't.


Doug Anderson Mon, 07/16/2007 - 11:58


Can those phones exhibiting the trouble dial the MWI OFF number as defined in CM? You should be able to dial the on/off numbers and watch the light turn on/off. If you get fast busy, verify the CSS for the phones in question.

arielroza Mon, 07/16/2007 - 12:07


The only devices that need to dial the MWI ON/OFF numbers are the Unity ports. You can have a Calling Search Space/Partitions scheme that prohibits other phones to dial the MWI numbers to prevent spoofing (pranks, etc.) So, the test you suggest may not necessarily work in a particular setup.



ranpierce Mon, 07/16/2007 - 12:12

Maddox still hasn't really specified the problem. It could be a Unity/Exchange issue too. First we need to find out if the light was on before he checked the messages and the light did not turn off.


ranpierce Mon, 07/16/2007 - 12:19

Maddox here are a few questions:

1: New install?

2: Happen to everyone or some subscribers?

3: What version of the Unity TSP do you have installed?

4: Do you have the nightly resych enabled?


maddox-mp Mon, 07/16/2007 - 12:43


Please see my previous reply. Also, here are the answers to your questions:

1. Not a new install.

2. It happens only to 8-9 users out of 1600.

3. Unity TSP ver is 8.1(3)

4. Yes

maddox-mp Mon, 07/16/2007 - 12:29

Correct rip , due to the fact the Unity is remotely and time difference is about 7 hours, I have asked users, tomorrow morning, to listen and delete all the messages , and then check the status of MWI lamp again (at this point we know that is stays ON even when is no message), and then I can go in Unity, for each 8-9 users with this problem, out of 1600 in total , and do the Refresh Status for MWI after that I need to go into CCM PUB and use SQL Query analyzer and run the query for each DN and see if the "tklampblinkrate_messagewaiting" value is (1) or (2) . If is (2) means ON , in this case we have a CCM failure and need further investigation.

Hope this info it will clarify more the issue I am having it.

Many thanks in advance,



ranpierce Mon, 07/16/2007 - 13:02

I guess my question is, is Unity going out and asking exchange if there are changes in the inbox without you doing the refresh.

Do you have dedicated ports for MWI?

If so do this test. Leave a message with Port Status Monitor on with the dedicated port open and see if the on code is sent by Unity.

rlp (not rip) :-)

maddox-mp Tue, 07/17/2007 - 06:13


From the IP Phones with Voicemail problems I can dial 8110/8111 and I can turn ON/OFF the MWI Lamp.


ranpierce Tue, 07/17/2007 - 06:20

The question still is is Unity sending an off code after you check messages for those users? Plese do the test I requested.

If you do not see an off code in Port Status Monitor then I would say no. Unity does not know of the change of status in the inbox and is not sending the off code.


ranpierce Tue, 07/17/2007 - 06:31

one other question,

are you doing a global refresh status or refresh status on each subscriber at a time on the subscriber>messages page in the SA?


maddox-mp Tue, 07/17/2007 - 07:39

I am doing Refresh Status on each subscriber at a time on the subscriber >message page in SA.



ranpierce Tue, 07/17/2007 - 11:18

I really need you to see if the code is sent by the unity server itself when you check a new message.

By the way, this is not a weird issue, it is quite normal.


maddox-mp Thu, 07/19/2007 - 08:56

Yes the code is send by Unity when you check a new message.


maddox-mp Thu, 07/19/2007 - 09:05

I think that we found the problem and have the solution for it.

After looking at the micro and macro traces we saw that Unity was sending the

MWI correctly. We checked on the CallManager side and we saw a conflict with

the MWI on/off 8111/8110 configuration. There were two partitions that the MWI

on/off 8111/8110 belonged to. This was causing all the conflict (overlaping MWI DN's).

It is not a bgood practice to use 2 set of MWI on/off with the same DN because of a conflict with CSS/PA's.

Solution. We will remove one of 8110/8110 ports from CCM and work on CCS an PA's so that CSS configured under MWI on/off DN's contain the partitions of the phones that we need to send MWI request to.

ranpierce Thu, 07/19/2007 - 09:21


So since the code is sent by Unity, that means Unity is not the problem.

Ok this is what we know. If you dial the off code directly on the phone the light will turn off.

If Unity sends the code, the light does not turn off. I am having a little difficulty with this because if you hit the refresh button on a subscriber, Unity sends the code and CallManager turns the light off.

How are the voice mail ports configured on the callmanager server? They have to be able to dial the MWI extension and not get a fast busy. Meaning the correct CSS and partitions.

They Unity voice mail ports might not be the same as the phone. (diregard as this would effect all unity subscribers)


ranpierce Thu, 07/19/2007 - 09:30

So after reading your message that you sent while i was typing. We were thinking the same thing. :-)

Why would it not affect everyone though, I know less about CCM than Unity.


maddox-mp Thu, 07/19/2007 - 09:39

If we try to separate the MWI on/off requests going to two separate groups - this will not work well because Unity only knows if a port is available to send MWI requests and it won't know which request for MWI is for what group.

So if you have for instance port 96 pointed to a group New York and port 95 pointed to a group in Toronto and if a Voice message is left for a person in Toronto - when Unity tries to send MWI to Toronto user, it would not be able to do that since 96 is available . In short, Toronto user might get the CCM but NOT the Correct MWI state.


ranpierce Thu, 07/19/2007 - 09:51

I think this issue has been fixed. What version of TSP do you have?

Do Toronto and New York have different Clusters in the UTIM?


rob.huffman Fri, 07/20/2007 - 05:41

Hi Guys,

Randy, 5 points for your perserverance (sp?) and good help here! Maddox, 5 points for posting back your solution for future reference :)

Take care,



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