The message notification icon envelope, which is displayed next to the line extension # of the IP Phone, is indicating there's a message in the inbox. However, when attempting to retrieve the message, the Unity system response tells me there are NO new messages! Also, in viewing the Unity Account, it shows that the MWI is OFF. Is this a bug? If yes, I would appreciate if you can direct me to a patch. Is there a way to reset the voicemail box, so that, I can remove the message icon( envelope next to the phone extension)?
Just to add a note to the great tips from my friend Brad (+5 Brad)
Be careful that the IP Phone you are looking at does not have multiple lines
configured. It may be that the secondary line has the message icon lit
but the phone is set to use "always use prime line for voicemail", when checking
for messages from the phone.
If you just want to turn the icon off;
Give this a try.
To find the MWI - OFF DN (just in case
In CUCM look up the MW-Off number (Feature>Voicemail>Message Waiting>Directory Number>Message Waiting Indicator Off )
This will be a Directory Number like perhaps 2600. Go to the phone, press the Line button, dial 2600 and the MWI Lamp/Icon and Message will turn off.
Hope this helps!
Are you running Unity, or Unity Connection and what version? Take a look at the troubleshooting guide depending on what platform you're running:
If Unity Connection 7.x:
Hope that helps,