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Unable to retrieve any voice mail messages after the Exclude All Receipts parameter is changed in Cisco Unity

Core Issue

If the Exclude All Receipts parameter is modified or incorrect, it can result in the inability to retrieve voice mail.

These bugs are related to this issue:

  • Cisco bug ID CSCsc21517 New messages are not presented when Exclude All Receipts is enabled.

  • Cisco bug ID CSCsd21825 New messages not presented w/ Exclude All Receipts and FAX COS.

Resolution

On Cisco Unity, check this configuration in order to fix the problem:

  1. Choose Unity Tools Depot.

  2. Choose Administration Tools.

  3. Choose Advanced Setting Tools.

  4. See if the Exclude all receipts from voice mail stack value is set to 1. This is only for Microsoft Exchange.

By default, when subscribers check messages by phone, Cisco Unity includes non-delivery receipts (NDRs) and return receipts in the list of messages that it plays for subscribers. It can be prudent to exclude all receipts from the message stack if subscribers do not want any receipts offered in the message count and message stack.

Use these values in order to specify how Cisco Unity handles receipts:

  • 0 or missing The Cisco Unity plays NDRs and return receipts when subscribers check
    messages by phone. This is the default.

  • 1 The Cisco Unity does not play any receipts when subscribers check messages by phone.

Notes:

  • This setting works for Cisco Unity with Exchange version 4.0(3) with SR1 and for Cisco Unity with Exchange version 4.0(5) and later. It does not work for Cisco Unity with Exchange version 4.0(4).

  • The Cisco Unity software must be restarted for the registry change to take effect.

  • When the Exclude All Receipts key is set to 1, it overrides the Exclude Return Receipts key, so that all receipts, both NDRs and return receipts, are excluded from the message stack, even when the Exclude Return Receipts key is set to include return receipts, which means its value is 0.

    But, when the Exclude All Receipts key is (re)set to 0 or missing,
    Cisco Unity honors the Exclude Return Receipts key. Thus, even if the Exclude All Receipts key is (re)set to 0 or missing, Cisco Unity does not include return receipts in the message stack when the Exclude Return Receipts key is set to 1.

  • When this setting is changed, it affects all subscribers associated with the Cisco Unity server, regardless of their conversation style.

  • When this setting is changed, it does not affect whether Cisco Unity includes receipts when subscribers check messages with the Cisco Unity Inbox. In order to exclude receipts from the Cisco Unity Inbox, use the Unity Inbox > Exclude Return Receipts from Inbox setting.

  • The value that is entered updates this DWORD key in the registry:

    \Software\ActiveVoice\Conversations\1.0\Exclude All Receipts

For downloading Unity software, refer to Software Download

Version history
Revision #:
1 of 1
Last update:
‎06-22-2009 05:03 PM
Updated by: