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MWI not working when dialed on phone

I'm running CCM3.3 and Unity 4.0(2). I've set up the CCM Voicemail port, Pilot number and MWI numbers. I have rebooted the CallManagers, Unity and the phones countless times and went over all of the MWI troubleshooting sections on CCO. But for the life of me I can't get the phones to turn on the MWI light even by dialing the number directly on them. I just get a fast busy.

Everything else seems to be working. Unity dials the correct MWI number but also gets a fast busy.

The phones and the MWI numbers are in the same calling search spaces and partitions. The calling search space includes the partition in question.

Any ideas?

6 REPLIES

Re: MWI not working when dialed on phone

Good morning :-)

Do you have at least one of your Unity ports configured for MWI dial-out? One other thing I would check would be your Unity-TSP release and run a test to validate your configuration. Hope this helps!

Sincerely, Ginger

New Member

Re: MWI not working when dialed on phone

Thanks Ginger. I have MWI configured on several ports. Unity does not seem to be the culprit here. My sniffs show Unity attempting to dial and the correct number and getting a fast busy from CallManager. I'm thinking that for some reason CallManager does not have my MWI numbers listed in its internal call routing tables. The numbers I am using are 8998 and 8999. As soon as I dial 8 on my phone I here the reorder tone. I have tried different numbers to no avail.

Re: MWI not working when dialed on phone

Hi -

Checking one last area - in your CCM Feature - Voicemail - Message Waiting, do you have the two DNs 8998 and 8999 configured (same partition and CSS) for MWI on and off the same as you have configured in Unity? Do these DNs show in your CCM Route Plan report?

Regards, Ginger

New Member

Re: MWI not working when dialed on phone

The DN's are configured in the same partition and CSS as the phones in CCM Feature - Voicemail - Message Waiting, but they do not show up in the CCM Route Plan report. I noticed that the MWI DNs on one of my working clusters do not show up in the Route Plan report either.

The Unity numbers are the same as the CallManager numbers. In fact I can see Unity try to dial the correct MWI on my Sniff after a message is left.

Bill C.

Re: MWI not working when dialed on phone

Hi Bill -

Some additional info for you - from our CCM 3.3(3) cluster. When I dial a non-defined DN or route pattern from my phone, I get reorder tone (similar to your experience). I reviewed my CCM trace and had these results:

1. CCM identified my extension and all of the partitions in order according to the CSS configured for my phone.

2. When CCM performed the digit analysis on the 8 key that I pressed - "Digit analysis: PotentialMatches=NoPotentialMatchesExist" followed shortly by the message "StationD: 000000210 StartTone tone=37(ReorderTone)".

When I dial the MWI On DN from my phone, which is 1098, in the trace I see CCM perform the digit analysis for the 1, then the 10, then the 109, and finally the 1098, which finds a match.

I checked with our main CallManager support person and he recommended deleting the MWI on and off DNs from CallManager, then re-add them back in. We both think these should be showing up in your Route Plan Report as Pattern Usage Translation = Message Waiting. Give that a try and if you are still not successful, we think you should contact TAC. Hope this helps! Ginger

New Member

Re: MWI not working when dialed on phone

I did try removing the MWI numbers and recreating them without any luck. I also noticed that as soon as the first digit is pressed I get PotentialMatches=NoPotentialMatchesExist in my CCM logs. I'm going to go ahead and escalate this to TAC. Thanks for all of the input.

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