A user say that he called last week to check if he had messages while on vacation. First time he had 10 new messages and second times 19. He said he didn't listen to the messages. He came back from vacation today and no light and Unity says that there is no new or read message. In syst manager, there is no items. Is this situation already happened to someone? Any ideas? Thanks.
There are a couple of registry settings in Unity, Advanced Settings Tool, that can change the conversation behavior for all subscribers. This may not apply if the problem is only occurring with one of your subscribers, but do you have either of these set?
1. Conversation - Optional conversation 1: customize skipped message state. You can change how Unity behaves when a subscriber selects to skip a message when they are using the optional conversation 1. By default when you skip a message it is marked new again and the message waiting lamp will stay on. By setting this value to "1", however, when subscribers using optional conversation 1 skip a message it will be marked as read which will not keep the message waiting lamp lit.
2. Conversation - Mark messages read upon hang-up. The default is NOT to mark messages as read if a subscriber hangs up during the Unity conversation.
Another thought I had - Could the subscriber have delegated management of his inbox to someone else during his absence, who read and processed his messages?
Hi Ginger, thank you for your answer. I do not have optional conversion and the default had not been changed for the read messages, but is was a good idea. The thing is that Unity said that he had no new or saved messages. In the meantime, we asked the user to change his password (just in case...).
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