Intermittent Unity Issue

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Oct 9th, 2008
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Client with Unity 4.0(4) and Callmanager 3.3(4) (Yes, they REALLY need to upgrade). Recently they've had intermittent issues where it appears the user's mailbox mask isn't passed to Unity. When they press the messages button or a call is routed to Unity they get the opening greeting rather than the subscriber greeting. The mailbox mask appears correct in the VM profile. Any thoughts would be appreciated.

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tim.giles Thu, 10/09/2008 - 23:35
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Hi,


When you say the "mask" do you mean the extension associated with the subscriber account?


If their extension is the same on CallManager and Unity and they can't get into the mailbox I would suggest removing and re-importing the account for quick resolution.


If you dial the voicemail pilot number, can you get into the account (* > "voicemail number" > # > "subscriber password" > #)?


The most important thing is to make sure the numbers are the same..








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Brian Carscadden Fri, 10/10/2008 - 04:46
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It turns out that Callmanager was sending the incorrect mailbox mask. The client had both 3 and 4-digit extensions and the issue appeared to affect only the 4-digit accounts. Although the Default VM Profile Mask was blank, Callmanager was sending a 3-digit mask. TAC identified that although the database was correct, the trace files were showing a 3 digit mask ('xxx') that was apparently cached from a previous troubleshooting effort. Restarting the Callmanager service solved the problem.

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