"Sorry, example administrator is not available"

Answered Question
Sep 12th, 2008
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Running Cisco Unity 4.2 Build 4.2(1)

After hours (5:30pm) Greetings starts, and after a selection is made to transfer a caller, they get the recording "Sorry, example administrator is not available".

This does not happen every call, enough to upset customers.

Any assistance would be great.

Thank you.

Correct Answer by Bradford Magnani about 8 years 4 months ago

Double check the partition/CSS configuration on all of your voice mail ports at the DN level. If it's different across various ports, it may explain why some have access to transferring and some do not.


Hope that does it for you,

Brad

Correct Answer by Ronald Spencer about 8 years 8 months ago

What is the mail box size on your example Administrator mailbox (found in Exchange)? I am not sure if it is standard config, but my Example administrator has a peculiar name (eadmin776a567f) as did some other aliases in exchange.


Anyway, Unaddressedmessages dl is a Distribution List. From the unity web admin, Select Public Distribution Lists (under the Subscribers heading). Click on the search icon (magnifying glass) and type "una*" (without the ""). The results should include a group called Unaddressed Messages - {your server name}.



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ranpierce Fri, 09/12/2008 - 07:46
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Is this for a subcriber or a call handler? If call handler which one are you hitting?


How are you selecting to transfer to a caller?


Just need some more information.


rlp

bbtekgraf Fri, 09/12/2008 - 08:09
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A Call Handler picks up after hours. ("Opening Greeting")

Caller Input for the Opening Greeting Call Handler set as follows:

Send caller to “Call Handler”

Caller input map

Key 1 Send caller to Attempt transfer to Sales Hunt Group

Key 2 Send caller to Attempt transfer to Marketing Hunt Group

Key 2 Send caller to Attempt transfer to Finance Hunt Group


Hope this helps.


ranpierce Fri, 09/12/2008 - 08:40
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Sorry if this is a dumb question but are those groups there? are the grous also call handlers or subscribers? or even dls?


Randy

bbtekgraf Fri, 09/12/2008 - 08:45
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It's fine to ask, and yes they are there. Again, this does not happen every call. The Hunt Groups are all Call Handlers.

Thanks

ranpierce Fri, 09/12/2008 - 11:33
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Ok just a guess, since it is not happening all the time my guess is that they are not pressing 1 or 2 or 3 and one of the is not configured right. Check all three. Is there a reason that attempt transfer has to be chosen and not Send to greeting for?


Also make sure Standard and Closed greetings are enabled. Alternate needs to be disabled.


If you have to use the attempt tranfer for, the one the call transfer page of the three groups, also make sure Standard and Closed are enabled. Alternate needs to be disabled.


Really hope this helps.


Randy

bbtekgraf Fri, 09/12/2008 - 11:56
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Two employees have been testing the system, and also get this error so they are definitely pressing the correct selections.

The Attempt to transfer is to send the call to the Sales Hunt Group, and not voicemail. I did just switch to Send to Greeting, and I

get the Example Administrator error.

Standard and Closed are disabled.


ranpierce Fri, 09/12/2008 - 12:47
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Standard has to be enabled now matter what.


If you want to go by a schedule then Standard and Closed should be enabled. Alternate has to be disabled.


Do this both on the call transfer and the greetings pages.


Randy

ranpierce Fri, 09/12/2008 - 12:55
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In addition, the fact that Standard is disabled is a huge issue. It has to be enabled all the


You can run dbwalker and dbwalker will show you this.


Randy

bbtekgraf Fri, 09/12/2008 - 13:44
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I apologize for the confusion, but Standard is active (enabled). We have separate recordings for Closed, or Alternate and you have to go and manually select these and save them to activate them. So I know that Standard is enabled since it is the recording that you hear when you call.

I'm going to start putting through some test calls now since it after hours. The part that makes this more difficult is that it happens intermittently.


Ronald Spencer Fri, 09/12/2008 - 15:09
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Hi,


A couple Questions:


Are all Call Handlers? if so, who is the owner of each call handler (this is found on the profile page of the call handler).


Finally, check to ensure that the example administrator's mailbox is not full.

bbtekgraf Mon, 09/15/2008 - 05:59
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Yes, all are Call Handlers. Owners listed below:

Name of Call Handler - Owner

Opening Greeting- Administrators

Sales - Example Administrator

Marketing - Example Administrator

Finance - Administrators


I did go into Example Administrator mailbox and empty thousands of voicemails, and made

test calls afterwards w/no error.


I'm assuming all these voicemails are when customers were never routed

to the correct department, or the receptionist never answered the phone? I have an

idea to create a “Receptionist” email group to forward these voicemails from Example Administrator.

Should this be done from the Example Administrator Subscriber, or under System, Configuration?


Any suggestions would be great.

Thank you.




ranpierce Mon, 09/15/2008 - 07:19
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just make the receptionist a member of the unaddressedmessages dl (public) the receptionist needs to be a subscriber and not a call handler. call handlers do not have a mailbox.


Randy

ranpierce Mon, 09/15/2008 - 07:25
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try changing the owner of all the call handlers to example administrator, make sure the message recipiant is valid on the messages page.


Randy

bbtekgraf Mon, 09/15/2008 - 07:41
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Not sure what the unaddressedmessages dl (public) is. Sorry you lost me.

To sum up:

I've cleaned up the Example Administrator mailbox. I will make sure to change each Call Handlers owners(including Opening Greeting) to Example Administrator and not Administrators.

Under Configuration, Recipient is set to the Example Administrator Subscriber. Owner is also set to Example Administrator…fyi.


Could the Example Administrator mailbox being full, and/or inconsistencies in the Owners be the cause of the “Example Administrator not available” error?

There a bug here, or do we chalk this up to our Cisco Unity 4.2 Build 4.2(1)?


ranpierce Mon, 09/15/2008 - 07:49
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not sure yet we need to see if it works.


the unaddressmessages dl is why you have so many voice mail in the example admuinistrator mailbox.


by default that box is the only member of the dl. you need to make another subsciber a member of that dl and consider taking eadmin off.


this is all in the installation guide too.


goto the SA > Subcribers > Public Distribution List and do a search for the unaddressedmessages dl


you really need to do this in order to no fill up the eadmin box.


Randy

bbtekgraf Mon, 09/15/2008 - 08:08
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Randy,

I did find Unaddressed Messages under Public Distribution Lists. I did a search under Members and Example Administrator is there.


Instead of making another Subscriber member, can we just change the greeting to say.."Company Name,(not Example Admin) please leave a message..blah blah blah" then create a Public Folder (in Exchange Manager)to forward any voicemails that may be left? Or just attach the Example Admin email acct on to the Receptionist mailbox?

If I missed your answer I apologize, but these voice messages are left in Example Admin mailbox because the calls were missed???



Correct Answer
Ronald Spencer Mon, 09/15/2008 - 07:54
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What is the mail box size on your example Administrator mailbox (found in Exchange)? I am not sure if it is standard config, but my Example administrator has a peculiar name (eadmin776a567f) as did some other aliases in exchange.


Anyway, Unaddressedmessages dl is a Distribution List. From the unity web admin, Select Public Distribution Lists (under the Subscribers heading). Click on the search icon (magnifying glass) and type "una*" (without the ""). The results should include a group called Unaddressed Messages - {your server name}.



bbtekgraf Mon, 09/15/2008 - 08:19
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t00832112,

Not sure what the total size was, but I did a major clean on the mailbox. And yes we do have Exchange. Ours also had a similar name EAdmin7e2f549b. Corruption possibly?

I did find the Unaddressed Messages, and Example Administrator is a member.

Thank you.


Ronald Spencer Mon, 09/15/2008 - 08:58
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I don't think it is corruption as all of my distribution lists as well as all Unity system accounts have that suffix. Not sure of its significance, though.

ranpierce Mon, 09/15/2008 - 09:57
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I would not change the prompt. I do not think this is the problem.


You should add a member to the dl though for other reasons like what if the vm was important?


At this point I would probably open a SR with TAC and see if they can find a known issue.


Please let me know.


Sorry I was not of more help


Randy

bbtekgraf Mon, 09/15/2008 - 10:23
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I will not change the Example Administrator. The vm's are important, just wanted a way not to confuse the customer if we still continue to get this "Example Admin is not available" error.


To add another member for Unaddressed Messages, I should do the following:

* Create new Subscriber

* Add the new Subscriber as a Member under Public Distribution Lists?

I'll read up on how to do all of this.

If the error persist I will open up a service request.


How do I rate this Topic? Go back and rate each response?

Thank you very much for all of your replies and assistance.

Have a great week!





ranpierce Mon, 09/15/2008 - 10:50
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thsnks so much but you only should rate the one you think helped. please let us know what tac says too.


Randy

Ginger Dillon Mon, 01/05/2009 - 13:25
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Hi -

This is not corruption, but the account created by AD because an account of EAdmin already existed. We have 5 Unity servers in our AD forest, one EAdmin account, the initial one that was created when Unity was first installed. Each subsequent Unity server that was installed created a new EAdmin account name that is unique. Look at the account's alias, in the E-mail address tab of the account's properties. It probably says [email protected]. The same is true for the Public DLs that are added when Unity is installed, Unaddressed Messages; All Subscribers etc. What may have happened is Unity was deinstalled and then reinstalled, the deinstall does not clean up account information; Unity DiRT backup and restore, for example. This is nothing to worry about.

Ginger

bbtekgraf Mon, 01/05/2009 - 13:54
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Thank you for the reply.

I attached the accounts created by Unity and did not see any duplicates. We only have one Unity server.

The alias for Example Administrator account was only EAdmin.

Hope this helps some.




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bbtekgraf Wed, 09/24/2008 - 10:35
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Update on the "sorry, example administrator is not available" error. I did clean out the Example Administrator mailbox which did have a large amount of voice messages, and I have not been able to duplicate the same error message, and no errors have been reported.

Thanks so much for all the replies and assistance.


bbtekgraf Wed, 12/24/2008 - 09:09
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Continue to have issues w/the "Example Administrator" error again. Last night we switched the phones over to the Auto Attendant for the holiday. A quick refresh of the issue is as follows: When you dial into our company, AA comes on and you press 1 for Sales, then you get "Please wait while we transfer your call" ..then right after that "Sorry, Example Administrator is not available" So I switched the Subscriber under Public Distribution Lists/Unaddressed Messages from Example Admin to an end user. Did more than 20 test calls no problem. This morning I dial in and twice I get the "Example Admin" error. This really narrows the problem down, but just can't understand why it continues to give this error. Do I need to switch the Public Distribution/Unaddressed Messages to a different Subscriber? Any assistance would be great since we are dependant on getting these calls during a time when we have no receptionist. Again, this is an intermittent problem.

Thank you very much.


Also. The mailbox size in Exchange of the Subscriber I have the Undaddress Messages set to is not large at all. (if this info helps)


bbtekgraf Wed, 12/24/2008 - 12:14
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One more bit of info I wanted to write is for the Unaddressed Messages under Public DL I have the Owner set to the receptionist, and under Members I have the same receptionist. No longer do I have EAdmin from both Owner and Member.

The Sales Hunt Group currently has EAdmin as the Owner, is this OK?


Ronald Spencer Wed, 12/24/2008 - 12:21
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it is okay, but if you don't have your call handler configured for not allow for message, it will eventually fill that box. What we have done is set the after greeting action to send the call somewhere else (either back to the call handler, or to another user or call handler. This way, there is not the option to leave a message that would be attached to this call handler (and ultimately end up with EAdmin).

bbtekgraf Wed, 12/24/2008 - 12:35
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Thanks for the reply.

So should I change the Call Handler Owner to the receptionist or leave it at EAdmin?

The most important issue I must get resolved is to make sure customers calling in do not hear "Sorry, Example Administrator not available" Too confusing and they might hang up not leaving a message at all. Bad news for the company...even more for me.

Ronald Spencer Wed, 12/24/2008 - 13:00
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So, I guess the best answer to that is based on what you are trying to accomplish with that call handler. Is it just to get the call from their current selection to the next, or do you want to be able to allow the callers to leave a message? if you don't want them to leave a message, then set the after greeting action to send the caller somewhere else. You have a couple options here:


1) send the caller back to this call handler (call handler greeting would repeat until user selected an option or hung up).


2) send the caller to a subscriber (for messaging). In this option you can cause the call handler to send the call to the greeting for the subscriber or to attempt transfer for the subscriber.


3) you can send the call to hang up. This is not the most graceful option, but if you are only trying to give the caller information (provided in the greeting for the hunt group) then sending the call to hang up would also ensure that they don't here the "Sorry, The example administrator is not available".



One other thing that occurs to me is that you can change that message. All you are hearing is the default greeting for the mailbox (Example Administrator). To change this message:


1) access the example administrator mailbox.

- click on subscribers

- click on the find icon (magnifying glass)

- search by first name (typing example in the search criteria).


2) treat this like any other mailbox.


- on the profile screen, you will have the recorded voice (this is the cisco recording (Example Administrator).

- on the greetings screen, you will have the source of your standard greeting as System


Remember that the system greeting is: "Sorry {recorded name} is not available. Please leave your message after the tone.


to change this you have one of a couple options:


1) note the extension on the profile page


2) dial your voicemail pilot (the number that gets you to voicemail).


3) hit pound (#) at the prompt


4) when the system prompts you for id, input the extension you noted in step 1.


5) input the password for this box (if you have not changed this, it will be the default password for mailboxes).

- if you cannot access it, reset the password (using the phone password page of web admin).


6) either change the name of the mailbox by re-recording the name, or change the greeting to a recorded greeting by selecting that option from with the mailbox config (via phone).


There are other ways to record these messages, and if you are interested, I can go into further detail.

bbtekgraf Wed, 12/24/2008 - 13:26
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Thank you very much for the reply . I do have a Call Handler setup and the Opening Greeting will repeat if no option is pressed. We currently have three options setup and once they press # 1 it should go to a Line Group (Sales) w/about eight Line Members waiting for calls in Broadcast(Distribution Algorithm). RNA Timeout set to 30, and if the customer does not reach a sales rep, then they reach a Sales Group Subscriber mailbox where they can leave a message. This all works great but need to make sure it's correct and we do not receive this EAdmin error any longer.

I do understand about the EAdmin mailbox, but calls should be going to the Line Group only, not hearing an error. I will check w/a co-worker on the Exchange side of EAdmin also.

Again, thank you so much for the assistance and your time is very much appreciated.

Ronald Spencer Wed, 12/24/2008 - 13:28
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okay...then to answer the previous question, you should set the owner of this mailbox to the Sales Group Subscriber mailbox. This would prevent the Example Administrator issue.

bbtekgraf Mon, 01/05/2009 - 11:26
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The changes made below have worked. (so far)

I changed the Owners for each Call Handler to their specific Subscribers mailbox from Example Administrator which was the default Owner when Unity was installed. Under Public Dist. List for Unaddressed Messages the Owner (under Profile & Members)is our receptionist and not Example Administrator.

I had to change the Owner on a couple of other Call Handlers as well. Is it that the Example Administrator account is corrupt?


Ronald Spencer Mon, 01/05/2009 - 14:21
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I don't think so. I believe this is entended behavior. If a call handler is owned by another subscriber, it would say "Sorry, "Another Subscriber" is not available. or what ever their greeting was.

bbtekgraf Mon, 01/05/2009 - 15:11
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I don't think so either. Just did some more test calls right after the receptionist turned the Auto Attendant on and we continue to get the "Sorry, ..not available" error.(intermittently of course) I will reopen my TAC case. (609584203) Thank you for all of your help and I will post updates.

Really frustrating.

Bradford Magnani Mon, 01/05/2009 - 16:27
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Forgive me for just jumping in here willy-nilly. I haven't read every single post leading up to this so if I repeat something that's been said, feel free to ignore me :)


If you're rolling to the owner's greeting of the call handler (Eadmin in this case), it means that either you've configured the preceding call handler to "send to greeting" rather than "attempt transfer", which I believe you've already confirmed is configured correctly.


OR


The other possibility is that these transfers are actually failing - milliseconds matter in situations like this as I've discovered, which may explain the intermittent behavior. Skinny TSP traces from Unity and CCM detailed traces should help point you in the right direction.


Brad


bbtekgraf Wed, 01/07/2009 - 07:37
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OK...I believe this issue has to do w/the Greetings of the Call Handlers.

I'm trying to keep my replies short, so if more info is needed, please let me know.

I noticed on a couple of the Call Handlers Greetings Status set to “Disabled”. (Didn't think you could disable Subscribers or Call Handlers Standard Greeting, but that's what the Greetings Status show.)


The Source is set to Blank.


If I switch the Source to either Recording, or System, the Standard Greeting goes back to Enable and I save my settings. Click on the same Greeting again, and Standard has changed back to Disabled.


Do I need to rebuild these Call Handler Hunt Groups? FYI..all of the other Greetings (Alternate, Busy, Closed, Internal) are set as Disabled.


Ronald Spencer Wed, 01/07/2009 - 07:59
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I assume, based on you last sentence, that you have set the schedule for the affected call handlers to "All Hours, All Days" (or something equivilent. If my assumptions are wrong, it could be that you are looking at the inactive greeting (based on the time that you are viewing it). In other words, perhaps it is 5:45pm and you call handler's active hours are 6a-5p. If this is not the case, you might try rebuilding 1 call handler and see if that clears the problem for it. If it does, the rinse and repeat.

bbtekgraf Wed, 01/07/2009 - 08:54
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Thank you for the reply..again. The Profile setting for both Call Handlers is set to "All Hours - All Days". Also I should mention the Call Transfers are set to "Enabled" Transfer Incoming Calls..Yes, ring a subscriber at this extension. xxxx

And the Standard Greetings still show "Disabled".

I will rebuild one and let you know the outcome of the Greetings Status.

Thanks so much.



bbtekgraf Wed, 01/07/2009 - 10:07
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I deleted and rebuilt one of the Call Handler Hunt Groups. I changed the Active Sched to All Hours -All Days on Profile, setup the Call Transfer to the correct extension, and for Greetings, it defaults to Standard w/a Status of Enabled. Source was set to System. I also updated the Opening Greeting w/the new Call Handler under Caller Input.

First two test calls gave me my original error of "Sorry, Example Administrator is not available." Third call went through.

I changed the Source to Blank (just to see what would happen), and the Standard Greeting goes back to Disabled.


A new TAC Service Request has been opened and I will keep you posted.

Thanks


bbtekgraf Wed, 01/07/2009 - 13:45
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The Warning below is from Unity's Event Viewer and is generated each time the Call Handler transfer fails:


Event Type: Warning

Event Source: CiscoUnity_TSP

Event Category: None

Event ID: 109

Date: 1/7/2009

Time: 4:33:52 PM

User: N/A

Computer: Unity

Description:

Cisco Unity-CM TSP device 5 (Cisco Unity port 2): Failed blind transfer to extension 9253. Reorder tone detected.


If this is a persistent problem, it may indicate a problem on the Cisco Unity and/or Cisco CallManager. Verify that transfers are working.


Correct Answer
Bradford Magnani Wed, 01/07/2009 - 13:57
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Double check the partition/CSS configuration on all of your voice mail ports at the DN level. If it's different across various ports, it may explain why some have access to transferring and some do not.


Hope that does it for you,

Brad

Bradford Magnani Thu, 01/08/2009 - 07:04
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Yes, click on the "Ext" and then you should see Device level CSS and then the DN level CSS and Partition. Make sure the DN level CSS/Partitions are all the same on every port, that's all.

bbtekgraf Thu, 01/08/2009 - 07:42
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OK.

The only inconsistencies are found at the Device Level CSS.

10 out of 16 Device Level CSSs show VMRestrictedCSS. The other six show LongDistCS.

All of the DN Level Partition/CSS Info is all the same. Do I need to update each CSS at the Device Level to LongDistCS?

Thank you.

Bradford Magnani Thu, 01/08/2009 - 08:14
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It would be safe to say yes, make the change since they should all be consistent. If you want to try and narrow down which ports are not working, use the Port Status Monitor tool in the Tools Depot. Once open, click View>Real Time Display and keep making test transfers and watch as each port is used and note which ones fail then go back and look in CUCM at the CSS applied to all the ports that failed and then you should be able to tell what needs to be changed.


Brad

bbtekgraf Thu, 01/08/2009 - 12:44
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Each Device CSS is now consistent w/one another. I did use the Port Status Monitor as well when testing calls. Thanks.

The solution seems to have been adding a Partition to a CSS under CSS Configuration.(Selected Partitions*) I will continue testing overnight and let you know the results. If more specifics are needed, please let me know.

Thank you very much again.

bbtekgraf Fri, 01/09/2009 - 08:19
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Basically I ended up adding a Partition to a CSS, and made sure all of the voice mail ports are consistent w/each other. All the calls to the Auto Attendant after hours transfer the calls no problem.

Brad,

Thank you very much for "jumping in" and pointing me in the right direction. Mr. Spencer, your input from the very beginning of this issue was always helpful and w/out your help I still would be days behind.

I've learned much during this experience and just want all of you to know that I really do appreciate the assistance.

Ciao

Ronald Spencer Wed, 01/07/2009 - 13:59
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what happens if you try and dial that number from a phone in call manager? Then, what happens if you set a subsribers mailbox to transfer to that extension? if it fails, what do you have configured for transfer rules in Unity? Finally, is the number 9253 a member of a calling search space that unity has access to?

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