Unity Connection User Mailboxes

Answered Question
Sep 4th, 2010

I have integrated Unity Connection 7 with CUCM 7.1.  The voicemail ports are registered.  I created an AXL account in CUCM and successfully imported users into Unity Connection with the correct extension.  When I hit the "Messages" button on the phone, the Unity Messaging System announcement comes up, but I am not put into the user's mailbox; the announcement just says that from a touch-tone phone I can dial any extension.  If I call another phone, I get the same announcement and not a user's  mailbox.  This is the first time I've created a Unity Connection server, so there's probably some obvious disconnect.  Any suggestions?

I have this problem too.
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Correct Answer by William Bell about 6 years 4 months ago

The fact you are reaching CUC means that you have the ports/line group/hunt

pilot/vm pilot configured correctly. What is missing is that you are not

integrating to the user's vm box. There are a few things you can check:

1. Check the VM profile. There is a mask attribute which can be used to mask

digits sent to a VM system (whether via redirect or direct calling).

2. Check the mailbox extension in CUC and see if it matches the line

extension on the IP phone. By itself this isn't conclusive. Make sure you

check #3.

3. Check the VM profile mask and ask yourself: "if this mask was applied

to the extension on the IP phone, what would the result be and would that

result match the CUC VM extension. You may want to check to see the VM

profile is assigned to the line as well.

If this is a default configuration then you should have to check call

routing rules. But, it is possible that someone fouled up the rules. In

CUC, check the Direct and Redirect call routing rules. The Direct call

routing rules would apply when someone dials the pilot number directly or

presses the message button on the phone. The redirect would apply when a

call is forwarded to VM.

You should take the time and read the troubleshooting guide. Particularly

this section:

http://www.cisco.com/en/US/docs/voice_ip_comm/connection/7x/troubleshoot...

guide/7xcuctsg040.html

You may to troubleshoot calls. The above doc goes into methods of doing

this. You may also want to look at the following:

http://www.ciscounitytools.com/Applications/CxN/PortStatusMonitorCUC7x/P...

tatusMonitorCUC7x.html

There is a help file and video tutorials.

HTH.

Regards,

Bill

On 9/4/10 2:35 PM, "refram"

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Correct Answer
William Bell Sat, 09/04/2010 - 12:19

The fact you are reaching CUC means that you have the ports/line group/hunt

pilot/vm pilot configured correctly. What is missing is that you are not

integrating to the user's vm box. There are a few things you can check:

1. Check the VM profile. There is a mask attribute which can be used to mask

digits sent to a VM system (whether via redirect or direct calling).

2. Check the mailbox extension in CUC and see if it matches the line

extension on the IP phone. By itself this isn't conclusive. Make sure you

check #3.

3. Check the VM profile mask and ask yourself: "if this mask was applied

to the extension on the IP phone, what would the result be and would that

result match the CUC VM extension. You may want to check to see the VM

profile is assigned to the line as well.

If this is a default configuration then you should have to check call

routing rules. But, it is possible that someone fouled up the rules. In

CUC, check the Direct and Redirect call routing rules. The Direct call

routing rules would apply when someone dials the pilot number directly or

presses the message button on the phone. The redirect would apply when a

call is forwarded to VM.

You should take the time and read the troubleshooting guide. Particularly

this section:

http://www.cisco.com/en/US/docs/voice_ip_comm/connection/7x/troubleshoot...

guide/7xcuctsg040.html

You may to troubleshoot calls. The above doc goes into methods of doing

this. You may also want to look at the following:

http://www.ciscounitytools.com/Applications/CxN/PortStatusMonitorCUC7x/P...

tatusMonitorCUC7x.html

There is a help file and video tutorials.

HTH.

Regards,

Bill

On 9/4/10 2:35 PM, "refram"

refram Sat, 09/04/2010 - 12:32

The mask was what got it.  We use 10-digit extensions for everything but people here only want to dial 5, so we translate 5-digit extensions to 10.  I had the mask set at XXXXX on the voicemail profile, so CUC was seeing the wrong extension.  Adding a 5-digit alternate extension on the user in CUC solved everything.  I'll check out those guides too.  Thanks, Bill.

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