MWI is not working

Unanswered Question
Dec 9th, 2008

have a setup with Unity 5.0 integrated with exchange 2007 CCR cluster , AD & CCM 6.1 . This is new installation. Everything is working fine ,but MWI does not works.

On subscriber page in Unity administration , "MWI is failed" message appear in message page under MWI section , even after some refresh being done .

I have checked the "use MWI for message notification" option in under message in subscriber page.

No CSS issue it seems.

I can keep & retrive messages through phone, no problem . I can dial MWI DNs for ON & OFF , so i can see light is turning ON & OFF , when I dial those DN numbers by phone.

I have done self enrolment for subscriber too using the phone after importing unity subscriber in Unity administration.

Do anybody have any idea what has gone wrong here ??

I have this problem too.
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allan.thomas Wed, 12/10/2008 - 03:24

Q. Have you checked the CSS of the Voicemail ports? Does it include the Partition for the MWI numbers, if they have been assigned to a different Partition that is?



Waruna Wijewardena Wed, 12/10/2008 - 04:14

Hi Allan,

My voice mail port partition is named "VMRestrictedPT"

My MWI number partition is named "VMPilotNumberPT"

I have subscribers is in partition called "Internal"

I created CSS called "Unitytest" on which above three partitions are selected for that CSS.

So I have assigned user phone DNs , VMports & MWI numbers to CSS "Unitytest"

VM pilot number also assigned to partition VMPilotNumberPT.

Hope my CSS & partition configuration is clear.



safety2008 Wed, 12/10/2008 - 04:35

Have you checked subscriber-phone association in unity. under tool depot-telephone intergration, then under tools.

Waruna Wijewardena Wed, 12/10/2008 - 04:45

Hi Safety2008,

I just checked telephone integration , subscriber-phone association . my subscribers are there ..



rob.huffman Wed, 12/10/2008 - 06:40

Hi Waruna,

Sorry to ask a basic question, but did you set up some ports in Unity for MWI's?


Waruna Wijewardena Wed, 12/10/2008 - 06:50

Hi Rob ,

NO ! do I need to do so ??

All of my VM ports been ticked for MWI dial-out, when I checked port configuration page in Unity Administration by default.



rob.huffman Wed, 12/10/2008 - 07:00

Hi Waruna,

Have a look at these notes;

Step 1 On the Windows Start menu of the Cisco Unity server, click Programs > Cisco Unity > Unity Telephony Integration Manager. UTIM appears.

Step 2 In the left pane, click the applicable integration.

Step 3 In the right pane, click the MWI tab.

Step 4 Confirm that the codes or extensions to activate and deactivate MWIs are correct:

•(Circuit-switched phone systems) In UTIM, the values for the MWI On Code and MWI Off Code fields match the codes that the phone system uses.

•(Cisco CallManager) In UTIM, the values in the MWI On Extension and MWI Off Extension fields match the extensions that the phone system uses.

Step 5 If you changed any settings, click Save.

Step 6 Click the Ports tab.

Step 7 Confirm that the correct port ranges have been assigned to the applicable phone system.

Step 8 If you changed any settings, click Save.

Step 9 Confirm the settings on the remaining tabs.

Step 10 Exit UTIM. If prompted, restart the Cisco Unity services.

Solutions for Cisco Unity Message Waiting Indicator Problems:

Cisco Unity Troubleshooting Guide - Message Warning Indicators (MWI's):

Hope this helps!


Waruna Wijewardena Wed, 12/10/2008 - 07:09

Hi Rob ,

I refered this procedure during troubleshooting attempts. Everything was right as expected . port numbers were defaults , so I kept the same value .

I am getting "MWI is failed" on MWI section of message page under subscriber , even I refresh status..

I have a doubt whether Exchange 2007 is not sending notifications to trigger MWI !!



Waruna Wijewardena Wed, 12/10/2008 - 21:07

Hi Viri,

Yes . I had to do that as per installation notes . Even I tried to install 2007 MMC , Unity server was not getting required MAPI with 2007 MMC.

I have a doubt .

We need exchange 2003 system manager in Unity server.

So is this now MS call to include MAPI with Exchange 2007 ?



Waruna Wijewardena Wed, 12/10/2008 - 21:10

Hi Folks,

Do you have any comment on Viri's feedback.

Hence MAPI issue with Exchange 2007 , installed exchange 2003 systems manager in Unity 5.0

So , MWI is not working ??

Is there any way to test this ?

vhilario Fri, 12/12/2008 - 18:41


Sorry for the delay on this response, Exchange 2007 does not include MAPI, so I will suggest you to uninstall the exchange 2007 tools from the unity server and Install the Exchange 2003 tools.

Unfortunately we can say that MS forgot to add the MAPI on the Exchange 2007 tools.

So as per the installation notes you should have exchange 2003 tools not exchange 2007 tools




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