Multiple Subscribers need to access General Voicemail Box

Unanswered Question
Sep 3rd, 2010

Need to configure several admins to access the general voicemail box as well as alert them with MWI.  I tried alternate extensions and since its not a unique extension it errors.

Admin extension 1000

General VM box  1001

Thank you so much for your help.

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Overall Rating: 5 (1 ratings)
Rob Huffman Fri, 09/03/2010 - 11:07

Hi Michael,

I think you are probably looking for Alternate MWI rather than Alternate Extensions

For Unity Connection;

Message Waiting Indicators

Cisco Unity Connection can set message waiting indicators (MWIs) at up to 10 extensions for a user when new voice messages arrive.

When a user account is added, Connection automatically enables the MWI at the primary extension for the user.

You can change MWI settings, and add or delete MWI extensions in Cisco Unity Connection Administration on the Message Waiting Indicators page for a user.

To Add MWIs for Other Extensions

Step 1 In Cisco Unity Connection Administration, find the user for whom you want to add another MWI.

Step 2 On the Edit menu, click Message Waiting Indicators.

Step 3 On the Message Waiting Indicators page, click Add New.

Step 4 On the New Message Waiting Indicator page, check the Enabled check box.

Step 5 In the Display Name field, enter a description for the MWI.

Step 6 Optionally, check the Inherit User's Extension check box to use the primary extension for the user as the extension on which the message waiting indicator (MWI) appears.

Step 7 In the Extension field, enter the extension for the MWI. When entering characters, consider the following:

•Enter digits 0 through 9. Do not use spaces, dashes, or parentheses.

•Enter , (comma) to insert a one-second pause.

•Enter # and * to correspond to the # and * keys on the phone.

Step 8 In the Phone System field, click the name of the phone system that the extension is assigned to.

Step 9 Click Save.

Step 10 Repeat Step 2 through Step 9 as necessary.

For Unity;

Setting Up Alternate MWIs for Extensions on the Same Phone Syste

Cisco Unity can activate alternate MWIs for extensions on the same phone system. Note that depending on the phones and phone systems, some additional phone system programming may be necessary. Refer to the installation guide for the phone system.

To enable alternate MWIs for extensions on the same phone system, do the following procedure for each subscriber who needs alternate MWIs.

To Set Up Alternate MWIs for Extensions on the Same Phone System


Step 1 In the Cisco Unity Administrator, go to the applicable Subscribers > Subscribers > Messages page.

Step 2 Confirm that the Use MWI for Message Notification check box is checked.

Step 3 Click the Add button located beneath the MWI Extensions table to add a row to the table. By default, the first row in the table contains an "X" to indicate the primary extension assigned to a subscriber. If you want one more extension and do not need to activate the MWI on the primary extension, you can also modify the first row.

Step 4 Enter the applicable extension in the Extension field of the table. MWIs are automatically enabled for all rows in the table. When entering characters in the MWI Extensions table, consider the following:

Enter digits 0 through 9. Do not use spaces, dashes, or parentheses.

Enter , (comma) to insert a one-second pause.

Enter # and * to correspond to the # and * keys on the phone.

Step 5 Click the Save icon.

Step 6 Repeat Step 3 through Step 5 as necessary.

Hope this helps!


David Hailey Fri, 09/03/2010 - 12:44

I just wanted to add that if you are using Unity Connection, there is the capability of using Dispatch Messaging as opposed to a mailbox with alternate MWI extensions.  In many cases, a standard mailbox with alternate MWI is more confusing to end users than one would think.  If you're using Unity, you can disregard.  But, if you are using Unity Connection - take a look here:

Brief description:

You can use the dispatch message feature to send a message to a distribution list (from either a call handler or interview handler). The message is configured such that only one user in the group needs to act on the message. When listening to a dispatch message, users are given the option to accept, postpone, or decline the message.

Dispatch messages are handled as follows:

If a user chooses to accept the message, all other copies of the message are removed from the mailboxes of the other members of the distribution list, regardless of whether the other users have listened to and postponed the message.

If a user chooses to postpone the message, it remains as an unread message in the mailbox of that user and in the mailboxes of the other members of the distribution list.

If the user chooses to decline the message, it is removed from the mailbox of that user, but copies of the message remain as unread in the mailboxes of the other members of the distribution list.

If there is only one copy of the dispatch message remaining, and no user has yet chosen to accept the message, the final user whose mailbox it is in must accept it. That user is not given the option to decline the message.

Dispatch messaging is useful in situations where a team is available to respond to issues, but only one member of the team needs to respond.


Please rate helpful posts!

misy Fri, 09/03/2010 - 13:34

Rob: by using alternate MWI, would the admin be allowed to access the general voicmail box via the envelope button?  thanks in advance.

Rob Huffman Fri, 09/03/2010 - 13:40

Hi Michael,

I'm assuming the Admin has their own mailbox, this is why you couldn't add them as an

Alternate this correct? If so, the Admin could still access this group mailbox via

the message button but they would have to *Star back to the Sign-In conversation first. Again,

assuming this is Unity or Unity Connection



misy Fri, 09/03/2010 - 13:46

Rob: thanks for the response..let me try it out and will respond back.

misy Tue, 09/07/2010 - 10:31


Alternate MWI works great.. Thnx for the help... Another question is how would this work on unified messaging?  Would it work? email/vmail?



David Hailey Tue, 09/07/2010 - 11:42

It would really only work in UM when configured as a voicemail only account. So generic AD account not tied to a specific user.

Sent from my iPhone


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