MWI not working since upgrade to cucm7.1.2

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Sep 1st, 2009
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We just recently upgraded to cucm 7.1.2 from 6.1.3, we are using Unity 7.0 for voice mail. The message indicator light will not light when there is new voice mail. Any ideas?

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Jaime Valencia Tue, 09/01/2009 - 11:26
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Make sure the TSP version on Unity is compatible with the CUCM version you have


HTH


java


if this helps, please rate

arcaidy76 Tue, 09/01/2009 - 13:17
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If you dial the MWI On directory number does the MWI light come on?



Mybabesx2 Tue, 09/01/2009 - 13:21
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Yes it does. We still have some phones on meridian mail and the MWIs work just fine. The Cisco phones are the only ones effected.

arcaidy76 Tue, 09/01/2009 - 13:38
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Bring up the port monitor on Unity. Leave yourself a message and look for the dial out trying to set MWI.


Did any partition or calling search space data get changed?



Mybabesx2 Tue, 09/01/2009 - 14:05
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Is this only on windows based Unity servers? I am not finding anywhere that will allow me view the port monitor.


arcaidy76 Tue, 09/01/2009 - 14:13
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if you remote desktop or VNC to the server and open Unity Tools you'll see it under "Switch Integration Tools". Its called port status monitor. Click the "play button" to open the ports and then click one of the square blue buttons to the left to see them all. There you can view incoming and outgoing calls to Unity. I am assuming this is Unity and not Unity connections.

Mybabesx2 Wed, 09/02/2009 - 05:34
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Sorry. That is why I can't find it. It is Unity connections. Do you know of a way to look at it?

Rob Huffman Wed, 09/02/2009 - 05:59
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Hi Bernece,


In UC 7.x this is now available via RTMT (Real Time Monitoring Tool). Works great!


Port Monitor Overview


The RTMT Port Monitor lets you monitor the activity of each Cisco Unity Connection voice messaging port in real time. This information can help you determine whether they system has too many or too few ports.


This tool can display the following information for each port:




Port Name The display name of the port in Cisco Unity Connection Administration.


Caller For incoming calls, the phone number of the caller.


Called For incoming calls, the phone number that was dialed.


Reason If applicable, the reason why the call was redirected.


Redir The extension that redirected the call. If the call was redirected by more than one extension, this field shows the extension prior to the last extension.


Last Redir The last extension that redirected the call.


Application Status The name of the conversation that Cisco Unity Connection is playing for the caller. When the port is not handling a call, the status specifies "Idle."


Display Status The action that the conversation is currently performing. When the port is not handling a call, the status specifies "Idle."


Conversation Status Specific details about the action that the conversation is performing. When the port is not handling a call, the status specifies "Idle."


Port Ext The extension of the voice messaging port.


Connected To For Cisco Unified Communications Manager SCCP integrations, the IP address and port of the Cisco Unified Communications Manager server to which the voice messaging ports are registered.


http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/service/7_0_1/rtmt_master/rtprtmn.html



Hope this helps!

Rob



Mybabesx2 Wed, 09/02/2009 - 06:12
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No we are not using the none partition. I ran the tool and did not see any of the ports go active. They stayed in an idle state.


arcaidy76 Wed, 09/02/2009 - 06:24
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When you call VM, can you see the port take the call?

Mybabesx2 Wed, 09/02/2009 - 06:29
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Unfortunately I am not seeing any activity on the ports. I verified they are all registered from call manager to unity.

Bradford Magnani Wed, 09/02/2009 - 06:34
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I would maybe eliminate any issues with RTMT and install Remote Port Status Monitor on your pc and monitor the ports that way.


http://www.ciscounitytools.com/App_PSM_LL.htm


http://www.ciscounitytools.com/Applications/WEAK/PSM/CUCRemotePortStatusMonitor.htm


For Connection 7.0(1) and later you need to two do things in the Advanced Settings section of the Connection administration interface before the rPSM will work properly.


1. Turn on the remote port status monitor output. This is a checkbox titled “Enable Remote Port Status Monitor Output”

2. Add the IP address into the list of addresses that are allowed to monitor output. This is a comma separated list in the advanced setting section titled “IP Addresses Allowed to Connect for Port Status Monitor Output”. You can have over 100 addresses in this list if desired.


Brad

Mybabesx2 Wed, 09/02/2009 - 07:28
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That allowed me to monitor the port and I see it connect and everything is showing what appears to be a normal call flow, but the light is still not illuminating.

arcaidy76 Wed, 09/02/2009 - 08:02
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So you can see Unity dial the MWI extension?


Mybabesx2 Wed, 09/02/2009 - 08:24
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NO, I see the calling number and the called number. The message play and then the call hangs up and then disappears. It never dials the number to turn on the light.

wwallacep Wed, 09/02/2009 - 08:51
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Did you check the Multi Tenant MWI modes? I have seen this get set to default (false) this breaks the translation of the phone number from MWI to the phone and it calls the wrong untranslated number.

Mybabesx2 Wed, 09/02/2009 - 09:28
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I do not find the Multi Tenant MWI, but I am not finding any MWI disabled in the system. We are running on a temporary lisence for CUCM is there a possible issue with the lisence that would cause this?

Mybabesx2 Wed, 09/02/2009 - 09:50
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The test ran clean. But the indicator still isn't coming on. Thanks for everyones help so far.

Rob Huffman Wed, 09/02/2009 - 10:08
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Hi Bernece,


Did you see the MWI Port try to send a notification to the device where the message was left? It sounds like a problem with the Port config here;


Setting Up a Cisco Unified Communications Manager 7.x SCCP Integration with Cisco Unity Connection


http://www.cisco.com/en/US/docs/voice_ip_comm/connection/7x/integration/cucm_sccp/guide/cucintcucmskinny050.html




Configuring Voice Messaging Ports for a Cisco Unity Connection Cluster


http://www.cisco.com/en/US/docs/voice_ip_comm/connection/7x/integration/cucm_sccp/guide/cucintcucmskinny205.html



Hope this helps!

Rob


Mybabesx2 Wed, 09/02/2009 - 10:23
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We have found the issue. When we upgraded, it appears that somehow we lost a calling search space between the MWI and the voice mail ports. The MWI was in the same partition as the phones, but the ports were in one of there own. Thank you everyone for all your help.

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