IPMA - Transfer To VM

Answered Question
Aug 5th, 2008
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Hi,

I'm configuring IPMA in a CCM 5.1.3.

Everything works fine but the buttom TransferToVM doesn't work at IPMA Console. Neither from the IP Phone.

This is the error in the log of the console:

Received a new call: SEP003094C267DB:3:52951117 on Line :85000

ACProxyLine: adding a new call to the proxy line: 85000Pt-General-InternosSEP003094C267DB

Sending an Transfer to Voice Mail request to the server for managerID :Gerente1 and callID: SEP003094C267DB:3:52951117

ResponseList : Adding an element to the response list

Node:

sequenceNumber: 15

timeStamp: 1217943433103

responseWanted: true

responseClassExpected: class com.cisco.ma.service.client.protocol.TransferToVoiceMailResponse

ServerConnect: Sending a message/request to MA Service

ServerConnect : Received a message from the server

ERROR!! ResponseList: FailureResponse

ERROR!! sequenceNumber: 15

ERROR!! resultCode: 6

ERROR!! description: vmbox number not configured


any help? thanks in advance


Correct Answer by Michael Owuor about 8 years 11 months ago

Hi Pablo,


The messages seem to pertain to the proxy line. Is the new VMProfile also assigned to the proxy line on the assistant's phone? You want to make sure that it is.


If after assigning the VMProfile to the proxy line and resetting the Tomcat service you still have the issue, could you set the trace level to detail for IPMA and collect using RTMT? Then post the log file here.


Regards,

Michael.

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Rob Huffman Tue, 08/05/2008 - 09:02
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Hi Pablo,


I don't work with IPMA so I can't give you the exact answer but I'm sure we can figure this out.


We see this;


Received a new call: SEP003094C267DB:3:52951117 on Line :85000


ACProxyLine: adding a new call to the proxy line: 85000Pt-General-InternosSEP003094C267DB

Sending an Transfer to Voice Mail request to the server for managerID :Gerente1 and callID: SEP003094C267DB:3:52951117


Then we see this error at the end;


ERROR!! description: vmbox number not configured


So I'm guessing that Unity is looking for a Voicemail account under 52951117 which doesn't exist.


I do know that a Voicemail Profile needs to be setup to reference the Primary number.


Lets say you want 52951117 to Transfer to the Managers Primary number's Voicemail Box. You can configure a Voicemail profile (in CCM) for the Manager number and then apply it to 52951117 under Directory Number Configuration > Directory Number Settings > Voice Mail Profile


This should work :)Let me know.


Hope this helps!

Rob

pabarnech Tue, 08/05/2008 - 09:28
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Hi Rob, thanks for your answer, but this number is only an ID of that call. I going to copy another call where you can see that this number is different (is a little lower because this call was made yesterday).

This is the log:

6221: Mon Aug 04 14:06:17 GMT 2008 % Received a new call: SEP003094C267DB:3:52950856 on Line :85000

6222: Mon Aug 04 14:06:17 GMT 2008 % ACProxyLine: adding a new call to the proxy line: 85000Pt-General-InternosSEP003094C267DB

6223: Mon Aug 04 14:06:23 GMT 2008 % Sending an Transfer to Voice Mail request to the server for managerID :Gerente1 and callID: SEP003094C267DB:3:52950856

6224: Mon Aug 04 14:06:23 GMT 2008 % ResponseList : Adding an element to the response list

6225: Mon Aug 04 14:06:23 GMT 2008 % Node:

6226: Mon Aug 04 14:06:23 GMT 2008 % sequenceNumber: 74

6227: Mon Aug 04 14:06:23 GMT 2008 % timeStamp: 1217858783609

6228: Mon Aug 04 14:06:23 GMT 2008 % responseWanted: true

6229: Mon Aug 04 14:06:23 GMT 2008 % responseClassExpected: class com.cisco.ma.service.client.protocol.TransferToVoiceMailResponse

6230: Mon Aug 04 14:06:23 GMT 2008 % ServerConnect: Sending a message/request to MA Service

6231: Mon Aug 04 14:06:23 GMT 2008 % ServerConnect : Received a message from the server

6232: Mon Aug 04 14:06:23 GMT 2008 % ERROR!! ResponseList: FailureResponse

6233: Mon Aug 04 14:06:23 GMT 2008 % ERROR!! sequenceNumber: 74

6234: Mon Aug 04 14:06:23 GMT 2008 % ERROR!! resultCode: 6

6235: Mon Aug 04 14:06:23 GMT 2008 % ERROR!! description: vmbox number not configured


Thanks again and if you see another think, let me know.

Regards.



Rob Huffman Tue, 08/05/2008 - 09:52
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Hi Pablo,


OK, sorry about that :) Then I guess 85000 is the number being sent to Unity and it is this DN that requires the Voicemail Profile to be applied to it. Does this make any sense?


What is the Manager DN?


Is 85000 the Proxy Line?


Rob

pabarnech Tue, 08/05/2008 - 10:10
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Hi Rob,


55005 is a test Phone (who make the call).


89999 is the voice mail pilot associated with the voice mail profile, though this number not appear in the log.


85000 is the proxy line.


55000 is the Manager DN. Really this is the number who have a voice mail subscriber. I thought that this could be the problem and configure an alternative extension with the 85000 at Unity. But the problem continue.


i think that i need to configure "vmbox" in some place but i checked the service parameters of IPMA and i didn't see anything.


Pablo

Michael Owuor Tue, 08/05/2008 - 10:16
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I concur with Rob's line of thought here. Because the last line in the trace says "vmbox number not configured", I would want to double check that DN on the manager's phone has an explicit VMProfile assigned to it.


Thanks,

Michael.

pabarnech Tue, 08/05/2008 - 10:28
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Hi Michael, thanks for you opinion.

The DN of the manager have the correct VMProfile assigned to it. If i call to the manager and he don`t answer, the call is sent to his voicemail without problem. And i can press the message button in his phone and i going to the his VoiceMail. Even, because a configure an alternative extension in the VM, i can access to this VoiceMail from the proxy line too.

The error occur, at the Manager phone, with the button: "TransfVM" wich is in the Manager standard template softkey. And at the operator console with the last control button: "Redirect to VM" (or something like that).


Thanks,

Pablo.

Michael Owuor Tue, 08/05/2008 - 10:45
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Hi Pablo,


Is it the Default VM profile or a different one? If it is the default one, try (as a troubleshooting step) creating a new one and assigning to both the manager DN and the assistant's proxy line and then testing again after resetting both. The results just might be revealing.


Regards,

Michael.

pabarnech Tue, 08/05/2008 - 10:51
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Hi Michael,

yes, it the Default VM profile. Tomorrow i going to try confiugring a new one.

I let you know if it solve the problem.

Thanks to both.

Regards.

Pablo.

pabarnech Wed, 08/06/2008 - 07:10
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Hi,

i configured another VMProfile and the problem is the same.

i comfigured a trace of the IPMa service in the CCM and the error is the same:

trace IPMA Service "log4j"


2008-08-06 10:40:25,835 DEBUG [Thread-50990] service.Assistant - [ProxyLineAssistant:Secretaria1] handleTransferToVoiceMailRequest() - vmbox number not configured

2008-08-06 10:40:25,836 DEBUG [Thread-50990] service.Connection - [Connection:137.2.81.5:1628] sendMessage() - trying to put message into queue, messageID=0 for [ProxyLineAssistant:Secretaria1]

2008-08-06 10:40:25,836 DEBUG [EventThread6] service.EventThread - [EventThread:EventThread6] deliver() - Sent message, messageID=0 to client [ProxyLineAssistant:Secretaria1]

I don`t know what can it be.

regards

Pablo

Correct Answer
Michael Owuor Wed, 08/06/2008 - 07:58
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Hi Pablo,


The messages seem to pertain to the proxy line. Is the new VMProfile also assigned to the proxy line on the assistant's phone? You want to make sure that it is.


If after assigning the VMProfile to the proxy line and resetting the Tomcat service you still have the issue, could you set the trace level to detail for IPMA and collect using RTMT? Then post the log file here.


Regards,

Michael.

pabarnech Thu, 08/07/2008 - 09:12
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Hi Michael, thanks a lot.

I configured the new VMProfile at Manager and proxy line and then restart the tomcat service and worked.

Thanks you very much.

Regards.


Pablo.

Michael Owuor Thu, 08/07/2008 - 09:23
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Thanks for the update and the good news, Pablo. Have a great day!


Thank you Rob, for your troubleshooting help.


Regards,

Michael.

Rob Huffman Thu, 08/07/2008 - 13:11
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Hi Pablo and Michael,


Nice work on fixing this one! I'm quite sure your kind follow up will help someone else somewhere down the road :) Great job guys!


Take care,

Rob

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