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New Member

Cannot Retrieve Unity Connection Voicemail Messages

Hi All:

When I leave a voicemail message on a 7962 phone, there is an MWI and an Envelope icon in the upper right corner of the phone display, however when I push the Messages button, Unity asks to spell the Last and First name then press # instead of asking for a password to retrieve the message. I cannot find the missing configuration to allow message retrieval.

Any assistance would be greatly appreciatedl

thanks,

Ron

1 ACCEPTED SOLUTION

Accepted Solutions
Silver

Re: Cannot Retrieve Unity Connection Voicemail Messages

Good Morning Ron,

Based on that rPSM output it's clearly going to the System Directory Handler, it looks as if there was a Direct Routing Rule taking precedence over 1. Attempt Sign in    and   2. Opening Greeting.

Post a screen shot with the list of Direct Routing Rules you have, if there is an additional rule that is first in the order even though 'not being in use' this will match all Direct calls mirroring the behaviour you have, because it works in a Top Down order. Below is an example of the issue:

-Dave

36 REPLIES

Cannot Retrieve Unity Connection Voicemail Messages

Hi Ron.

Did you associate voicemail profile to the dn?

Ensure that on voicemail profile a mask is not present

Let me know

HTH

Regards

Carlo

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New Member

Cannot Retrieve Unity Connection Voicemail Messages

Hi Carlo:

I'm not quite sure what you mean by associate the voicemail profile to the DN. I have a voicemail profile configured with a Pilot number/CSS that was configured.

I removed the voice mailbox mask which was XXXX which was obviously non-specific (SAVED & RESET) but no change.

Thanks,

Ron

New Member

Cannot Retrieve Unity Connection Voicemail Messages

Sounds like Unity's routing rules are not doing what they are supposed to but answer a few of these questions.

1. Is this issue only with this single phone or all phones?

2. is this phones extension configured as a user account with mailbox on the Unity Connection side?

3. Is this an existing installation or new?

New Member

Cannot Retrieve Unity Connection Voicemail Messages

1. The issue is with all phones

2. I not sure I understand this question, however next to the User Alias is every user's phone extension under DTMF Access ID. Don't know if that's what you're looking for

3. New install

New Member

Cannot Retrieve Unity Connection Voicemail Messages

The voicemail mask will not have an effect on this behavior.

As long as the DTMF access ID matches whats on the phone your fine.

If it is with all phones that it sounds like it is a Routing rule in Connections that is not working as intended.

Here is a link to the two types and what the defaults are.  Check here to make sure that the direct routing rule attempts a sign-in as indicated in the document.

http://www.cisco.com/en/US/docs/voice_ip_comm/connection/8x/administration/guide/8xcucsag090.html

New Member

Cannot Retrieve Unity Connection Voicemail Messages

Hi Nicholas:

Neither the Direct Routing Rules or the Forwarded Routing Rules have been modified and their status is as follows:

"There are no conditions defined for this routing rule. All calls will be matched"

Regards,

Ron

Cannot Retrieve Unity Connection Voicemail Messages

Hi.

If you configure a voicmail mask in a profile, you will present to UC with calling id other than yours and you can be redirected either to another voicemail box or to a system/directory call handler.

Ron

If you press * at the prompt, are you able to login to voicemailbox with the user DN?

Check on direct routing rule what is selected on "Send to " section (should be call handler opening greeting)

HTH

Regards

Carlo


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New Member

Cannot Retrieve Unity Connection Voicemail Messages

When I press the * followed by the DN extension, I receive a message: "Sorry that person is not available, record your message after the tone".

Under Direct Call Routing Rules for the Display Name "Opening Greeting", the Call Handler radio button is selected and "Opening Greeting" is selected from the drop down list.

Under Direct Call Routing Rules for the Display Name "Attempt Sign In", the Call Handler radio button is selected and "Goodby" is selected from the drop down list. When I changed it to "Opening Greeting" it had no affect.

Thanks,

Ron

Re: Cannot Retrieve Unity Connection Voicemail Messages

Under

Direct Call Routing Rules

for the Display Name "

Attempt Sign In

", the Call Handler radio button is selected and "

Goodby

" is selected from the drop down list. When I changed it to "Opening Greeting" it had no affect.

Here is the error.

On the Attempt Sing in, Conversation should be selected and "attempt sing in" option from drop down menu

Change it and it should work

HTH

Regards

Carlo

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New Member

Cannot Retrieve Unity Connection Voicemail Messages

Carlo:

I made the following changes for DIRECT CALL ROUTING RULES - ATTEMPT SIGN IN. I reset everything on both sides and I am still getting a message that "the user is not available, please leave a message after the tone"...

Cannot Retrieve Unity Connection Voicemail Messages

Hi Ron.

So changing the attempt sing in routing rule, changed the initial message you are listening (in your first post UC was ansking you to enter the name of a person).

Is the phone's DN where you are trying to access vm, associated to a voice mail user in UC?

Can you also please share a printscreen of opening greeting routing rule, and System Call Handllers-->>Opening Greeting-->>Edit-->Greetings -->> Standard.

Thanks

Regards

Carlo

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New Member

Cannot Retrieve Unity Connection Voicemail Messages

Carlo:

The initial message is: "SPELL THE LAST AND FIRST NAME, THEN PRESS #". I only receive the "HELLO CISCO UNITY CONNECTION SYSTEM" message if i press the asterisk * button then I enter the DN of THAT phone then I receive the message: "SORRY BOB SMITH IS NOT AVAILABLE, RECORD YOUR MESSAGE AT THE TONE".

===================================================================================

      CALL ROUTING - DIRECT ROUTING RULES - OPENING GREETING

    ================================================================================                           

  SYSTEM CALL HANDLERS - OPENING GREETING - EDIT - GREETINGS - STANDARD

Hall of Fame Super Red

Cannot Retrieve Unity Connection Voicemail Messages

Hi Ron,

On the Opening Greeting Call Handler can you please check

Edit> Caller Input and make sure that * is locked in to go to

the Sign -In conversation.

Cheers!

Rob

"Why do the best things always disappear " 

- The Band

New Member

Cannot Retrieve Unity Connection Voicemail Messages

Hi Rob:

Yes, * and # are locked...

Thanks,

Ron

New Member

Cannot Retrieve Unity Connection Voicemail Messages

Cannot Retrieve Unity Connection Voicemail Messages

Hi Ron.

Just to recap.

- On CUCM you have a voicemail pilot eg 1000 associated to a voicemail profile eg Default and "Voice Mail Box Mask" is      empty

- The VM profile is associated to Directory number from where you are testin.

- Make Sure , through CUCM routeplan report, that voicemail pilot number in unique on your dialplan.

- Which is the first message that you hear when you press envelope button on the phone?

- On Unity Connection are users present under Users-->Users menu?

- Have you recently istalled a new language on UC?

Let me know

Thanks

Regards

Carlo

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New Member

Cannot Retrieve Unity Connection Voicemail Messages

Carlo:

  • There are no dupes in the Route Plan Report
  • The users were imported from CUCM and have the DTMF Access ID associated with them
  • The initial message is: "Spell the last and first name, then press #"
  • I haven't installed any language

Thanks,

Ron

Cannot Retrieve Unity Connection Voicemail Messages

Hi Ron.

On System Call Handler --> Opening Greeting  Edit -->> Greetings ---> Standard Greeting.

Inf you select System Default Greeting, what can you hear as first prompt?

Let me know

Regards

Carlo

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Silver

Re: Cannot Retrieve Unity Connection Voicemail Messages

Hi Ron,

Based on>

  • The initial message is: "Spell the last and first name, then press #"

This is for sure a Directory Handler setup with that specific search criteria, likely the System Directory Handler built-in by default.  It would be insightfull if you could also please provide screenshot of how many Directory Handlers you have, if you do have more than one check what extensions they have to cross out of the list any overlapping DN issue.

-DRP

Hall of Fame Super Red

Cannot Retrieve Unity Connection Voicemail Messages

Hi Ron,

It is very strange that you aren't hitting the Sign-in conversation

when dialing the Pilot # from a phone that doesn't have a mailbox

and then pressing Star *. It should prompt;

"please enter your ID followed by #" - which is the Sign-In conversation

We need to see why, so I would try this Tool from the excellent suite of Unity Tools to have a look

to see what info is passed to Unity Connection and what the call flow looks

like when this scenario happens and also when the Message button is pressed.

Port Status Remote Monitor for Connection (rPSM)

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

Can you please post back with this info. I'll capture a couple of examples and post them

up here in a bit

Cheers!

Rob

"Why do the best things always disappear " 

- The Band

Hall of Fame Super Red

Cannot Retrieve Unity Connection Voicemail Messages

Hi Ron,

First off I wanted to give my friend Carlo a big +5 for his great

work here!

Here is what the start of a call where I pressed the Message button on my phone

looks like (you see it goes directly to "Attempt SignIn;

07:48:52, New Call, CalledId=8700,  RedirectingId=,  Origin=16,  Reason=1,  CallGuid=9EDBB075B3C54C419BDC523736238400,  CallerName=Rob Huffman,  LastRedirectingId=,  LastRedirectingReason=1024,  PortDisplayName=CallManager-1-003,[Origin=Invalid],[Reason=Invalid]

07:48:52, AttemptSignIn

07:48:52, State - AttemptSignIn.cde!Dummy

07:48:52, Event is [NULL]

07:48:52, SubSignIn

07:48:52, Subscriber Sign-In

07:48:53, State - SubSignIn.cde!AnswerPhone

07:48:53, Event is [TrueEvent]

07:48:53, State - SubSignIn.cde!AuthenticateUser

07:48:53, -->SubAuthenticate

07:48:53,         State - SubAuthenticate.cde!TryCounter

07:48:53,         Event is [NULL]

07:48:53,         State - SubAuthenticate.cde!GatherID

07:48:53,         Event is [FalseEvent]

07:48:53,         State - SubAuthenticate.cde!LoadSubscriberMinimalData

07:48:53,         Event is [NULL]

07:48:53,         State - SubAuthenticate.cde!GatherPIN

07:48:53,         -->SubAuthenticatePW

07:48:53,                 State - SubAuthenticatePW.cde!ValidatePwd

07:49:00,                 Event is [TimeoutEvent]

07:49:00,                 State -

07:49:03,                 Subscriber sign-in successful. Alias - rhuffman. Extension - 7001. Caller Id - 7001.

And here is a call from external to the Opening Greeting Call Handler then pressing

Star * (after the * DTMF it goes to SubSignIn);

07:55:14, New Call, CalledId=8700,  RedirectingId=8700,  Origin=16,  Reason=8,  CallGuid=31DDD797D7E546B5ABE78BA8E1FE351E,  CallerName=Rob Huffman,  LastRedirectingId=8700,  LastRedirectingReason=8,  PortDisplayName=CallManager-1-002,[Origin=Invalid],[Reason=Invalid]

07:55:14, AttemptForward

07:55:14, State - AttemptForward.cde!Dummy

07:55:14, Event is [NULL]

07:55:14, PHTransfer

07:55:14, State - PHTransfer.cde!LoadInfo

07:55:14, Event is [TrueEvent]

07:55:14, PHGreeting

07:55:14, State - PHGreeting.cde!PlayGreeting

07:55:14, Call answered if needed

07:55:14, Playing greeting for Call Handler:  Opening Greeting

07:55:22, DTMF received [*]

07:55:22, Event is [NULL]

07:55:22, SubSignIn

07:55:22, Subscriber Sign-In

07:55:22, State - SubSignIn.cde!AnswerPhone

07:55:22, Event is [TrueEvent]

07:55:22, State - SubSignIn.cde!AuthenticateUser

07:55:22, -->SubAuthenticate

07:55:22,         State - SubAuthenticate.cde!TryCounter

07:55:22,         Event is [NULL]

07:55:22,         State - SubAuthenticate.cde!GatherID

Cheers!

Rob

"Why do the best things always disappear " 

- The Band

New Member

Cannot Retrieve Unity Connection Voicemail Messages

Rob:

It appears as though the call is immediately attemping to FORWARD rather than SIGN-IN. Please see below....

THX

======================================================================================

CallData, 3, CallerId=1001, CalledId=2001, RedirectingId=2001, Origin=16, Reason=4, CallGuid=66073CA6F4874525A88406AB5F993268, CallerName=Jack Shepherd, LastRedirectingId=2001, LastRedirectingReason=4, PortDisplayName=PhoneSystem-1-001

Application, 3, 1001, AttemptForward

State, 3, 1001, State - AttemptForward.cde!Dummy

State, 3, 1001, Event is [NULL]

Application, 3, 1001, PHTransfer

State, 3, 1001, State - PHTransfer.cde!LoadInfo

State, 3, 1001, Event is [TrueEvent]

Application, 3, 1001, PHGreeting

State, 3, 1001, State - PHGreeting.cde!PlayGreeting

Display, 3, 1001, Call answered if needed

Display, 3, 1001, Playing greeting for Subscriber:  Bob Smith

Display, 3, 1001, No DTMF received

Display, 3, 1001, Playing greeting for Subscriber:  Bob Smith

State, 3, 1001, Event is [RecordMsgEvent]

State, 3, 1001, State - PHGreeting.cde!RecordMsg

State, 3, 1001, Event is [NULL]

State, 3, 1001, State - PHGreeting.cde!RunEditMsg

Application, 3, 1001, -->MessageEditing

State, 3, 1001, State - MessageEditing.cde!CheckMsgMenuOpt

State, 3, 1001, Event is [EditMessageMenuEvent]

State, 3, 1001, State - MessageEditing.cde!PlayEditMenu

State, 3, 1001, Event is [HangupEvent]

State, 3, 1001, State - MessageEditing.cde!CheckMsgLength

State, 3, 1001, Event is [ManyEvent]

State, 3, 1001, State - MessageEditing.cde!SendMsg

State, 3, 1001, Event is [TrueEvent]

State, 3, 1001, State - MessageEditing.cde!ConfirmSend

State, 3, 1001, Event is [HangupEvent]

Application, 3, 1001, <--MessageEditing

State, 3, 1001, Event is [HangupEvent]

Display, 3, 1001, Idle

CallData, 3, CallerId=1001, CalledId=2001, RedirectingId=2001, Origin=16, Reason=4, CallGuid=3693AD85502F484F9851C48A4D570A44, CallerName=Jack Shepherd, LastRedirectingId=2001, LastRedirectingReason=4, PortDisplayName=PhoneSystem-1-001

Application, 3, 1001, AttemptForward

State, 3, 1001, State - AttemptForward.cde!Dummy

State, 3, 1001, Event is [NULL]

Application, 3, 1001, PHTransfer

State, 3, 1001, State - PHTransfer.cde!LoadInfo

State, 3, 1001, Event is [TrueEvent]

Application, 3, 1001, PHGreeting

State, 3, 1001, State - PHGreeting.cde!PlayGreeting

Display, 3, 1001, Call answered if needed

Display, 3, 1001, Playing greeting for Subscriber:  Bob Smith

Display, 3, 1001, No DTMF received

Display, 3, 1001, Playing greeting for Subscriber:  Bob Smith

State, 3, 1001, Event is [RecordMsgEvent]

State, 3, 1001, State - PHGreeting.cde!RecordMsg

State, 3, 1001, Event is [NULL]

State, 3, 1001, State - PHGreeting.cde!RunEditMsg

Application, 3, 1001, -->MessageEditing

State, 3, 1001, State - MessageEditing.cde!CheckMsgMenuOpt

State, 3, 1001, Event is [EditMessageMenuEvent]

State, 3, 1001, State - MessageEditing.cde!PlayEditMenu

State, 3, 1001, Event is [HangupEvent]

State, 3, 1001, State - MessageEditing.cde!CheckMsgLength

State, 3, 1001, Event is [ManyEvent]

State, 3, 1001, State - MessageEditing.cde!SendMsg

State, 3, 1001, Event is [TrueEvent]

State, 3, 1001, State - MessageEditing.cde!ConfirmSend

State, 3, 1001, Event is [HangupEvent]

Application, 3, 1001, <--MessageEditing

State, 3, 1001, Event is [HangupEvent]

Display, 3, 1001, Idle

Cannot Retrieve Unity Connection Voicemail Messages

HI Ron

Can you please post the screenshot of System Call Handlers and onother of direct call routing rules?

Thanks

Carlo

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New Member

Cannot Retrieve Unity Connection Voicemail Messages

                         SYSTEM CALL HANDLER  - GOODBY

============================================================================

                         SYSTEM CALL HANDLER  - OPENING GREETING

=========================================================================

                         SYSTEM CALL HANDLER  - OPERATOR

========================================================================

                         SYSTEM CALL HANDLER  - SCH_AA_MAIN

=========================================================================

                     DIRECT CALL ROUTING - ATTEMPT SIGN IN

===========================================================================

                     DIRECT CALL ROUTING - OPENING GREETING

===============================================================================

                     FORWARDED CALL ROUTING - ATTEMPT FORWARD

==========================================================================

                     FORWARDED CALL ROUTING - OPENING GREETING

New Member

Cannot Retrieve Unity Connection Voicemail Messages

            SYSTEM CALL HANDLER - OPENING GREETING

Cannot Retrieve Unity Connection Voicemail Messages

Hi Ron.

Please create a new voicemail profile, use 8888 as voicemai mask and associate this new profile to a Phone's Directory Number from where you will call the voicemail pilot.

After that, please post the output of Port Status Monitor log.

Thanks

Carlo

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New Member

Cannot Retrieve Unity Connection Voicemail Messages

Hi Carlo:

I continue to appreciate your hard work.

I'll make the change, however my Remote Port Status Monitor is no longer working. It literally worked one time then stopped working with the error: Connection Refused by Remote Server. Others have had this issue but none of their fixes have worked. Everything is configured properly in Unity ADVANCED - CONVERSATIONS (The checkbox for Enable Remote Port Status Monitor Output is checked and the IP address of the Unity server has been added). In Cisco Unity Connection Serviceability, the Connection Database Proxy Service is STARTED. The Unity Connection server IP address has been added on the Monitor side. I even changed to a laptop to a different manufacturer. I am running Unity Connection version 7.0.1.1.

I may have to open a separate discussion for this problem.

Thanks,

Ron

Silver

Re: Cannot Retrieve Unity Connection Voicemail Messages

Hello Ron,

I see you stated: "ADVANCED - CONVERSATIONS (The checkbox for Enable Remote Port Status Monitor Output is checked and the IP address of the Unity server has been added)"

By this i hope you meant that the IP of the CUC server is when the rPSM is opened and asks for the IP and not under:

IP Addresses Allowed To Connect For Port Status Monitor Output (comma-separated), which would be your workstations IP address.

PS: After you put your workstations IP it takes about 5 minutes. Also make sure your workstation does not have a firewall enabled just in case.

Please confirm.

-David

Message was edited by: David Rojas

New Member

Cannot Retrieve Unity Connection Voicemail Messages

David:

Thanks for the Port Monitor fix !!!

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