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MWI on some newly installed phones without a Unity Connection account come "On".

Unanswered Question
Feb 25th, 2014
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Hello All,

We are running Unity Connection Ver 8.0.1.

UCCM Ver 7.15


Recently we noticed some but not all newly installed phones come up with the MWI "On" but, they DN was not assigned a Unity account.


I discovered with initial troubleshooting that the MWI DNs we typically dial to turn on & off  the MWIs on the phones is not working, we get the recorded message "your call cannot be completed as dialed" from the system. 


The MWI on/off feature is working normal for all phones with valid Unity Connection accounts.

Any assistance is greatly appreciated.



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Sreekanth Narayanan Tue, 02/25/2014 - 07:47
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  • Cisco Employee,

Hi cheajt,


Do you have cisco call manager traces for the time that this happened? You could probably catch the MWI on events on the phones.


Thanks

Sreekanth

cheajt Tue, 02/25/2014 - 08:04
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Sreekanth,

I'm sorry, I did not have Cisco call manager traces. I don't know how to activate that, the affected phones were  general purpose lobby/house phones this is the first time I've had time to address the issue.


Thanks,

Joaquin



Sreekanth Narayanan Tue, 02/25/2014 - 08:10
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  • Cisco Employee,

Hi cheajt,


You can refer to the following docs on trace settings and collection on call manager:

https://supportforums.cisco.com/docs/DOC-29963

http://www.cisco.com/c/en/us/support/docs/voice-unified-communications/unified-communications-manager-callmanager/10124-cm-trace.html

https://supportforums.cisco.com/videos/8094


This could have happened if you migrated from an older Unity system to Unity Connection and when you restored a backup, older settings of MWI were still present.

On Unity Connection you would need to enable all micro traces for Notifier and CuCsMgr and provide diag_CuCsMgr_*.uc diag_CuNotifier_*.uc



Thanks

Sreekanth

cheajt Tue, 02/25/2014 - 08:21
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Thanks Sreekanth,

I'll check the references, also no migration occured a brand new system was installed by our contractor about 3 years.

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