Unity Messaging - False Message Notification

Answered Question
Dec 10th, 2009

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)?

Correct Answer by Rob Huffman about 7 years 2 months ago

Hi Joey,

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!

Rob

Correct Answer by Bradford Magnani about 7 years 2 months ago

Joey,

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:

http://www.cisco.com/en/US/docs/voice_ip_comm/unity/5x/troubleshooting/guide/ex/5xcutsg080e.html

If Unity Connection 7.x:

http://www.cisco.com/en/US/docs/voice_ip_comm/connection/7x/troubleshooting/guide/7xcuctsg050.html

Hope that helps,

Brad

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Correct Answer
Bradford Magnani Fri, 12/11/2009 - 06:29

Joey,

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:

http://www.cisco.com/en/US/docs/voice_ip_comm/unity/5x/troubleshooting/guide/ex/5xcutsg080e.html

If Unity Connection 7.x:

http://www.cisco.com/en/US/docs/voice_ip_comm/connection/7x/troubleshooting/guide/7xcuctsg050.html

Hope that helps,

Brad

Correct Answer
Rob Huffman Fri, 12/11/2009 - 06:52

Hi Joey,

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!

Rob

Jbautistkis_2 Fri, 12/11/2009 - 12:27

Good tips Brad! Now that you mention this, it could be that 1 of the 15 persons that are sharing this line, is accidently dialing our designated 4-digit number and turning ON the Message Icon ( this assumes they must have selected the shared line to place the call). Which explains why there is no new messages in the Inbox when they go and check for new messages! I'm going to call this one a closed deal. Thank You & your friend for your help

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