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Skipped voice mail messages

With Unity 3.0.1.7, we've had occasional complaints that voice mail messages get skipped when someone checks the voice mail from an outside line. This has happened to a user 4 times in the last 2 months.

I had heard that something like this was addressed in Unity 3.1.2, can anyone confirm this?

3 REPLIES

Re: Skipped voice mail messages

Often times complex troubleshooting issues are best addressed in an interactive session with one of our trained technical assistance engineers. While other forum users may be able to help, it’s often difficult to do so for this type of issue.

To utilize the resources at our Technical Assistance Center, please visit http://www.cisco.com/tac and to open a case with one of our TAC engineers, visit http://www.cisco.com/tac/caseopen

If anyone else in the forum has some advice, please reply to this thread.

Thank you for posting.

Cisco Employee

Re: Skipped voice mail messages

You might try running the Subscriber Message Activity report. This report will show you when the subscriber logged on and each message they were offered.

Cisco Employee

Re: Skipped voice mail messages

There wasn't anything like this fixed in 3.1(2) that I can recall...

there was an issue found with some virus scanning packages that caused some messages to arrive in the inbox with no priority at all which the Unity conversation didn't deal with well. This was fixed in 3.1(4) I believe but was really the result (we think) of virus packages being configured improperly to scan the "M" virtual drive Exchange 2000 uses - we have yet to prove that.

There's also the occasional incident where one Exchange serer's time is off from the others in a site. The message is stamped on that box if it's the user's home store and if that clock is ahead of Unity's clock we wont offer the message (it's considered a future message). Of course keeping the clocks synched up across your Exchange servers is important for other reasons as well and is generally a good practice.

Every once in a while you'll get a case where a user is in their inbox checking mail and a new message arrives while they're on the phone... they think they checked all their messages and hang up. When they call in again later they swear it's a case of delayed messages. This is a good use for the subscriber message activity report that Chris mentions.

Some other scenarios come to mind such as MTA delivery problems in Exchange or the like but that's getting pretty far out on a thread based on the info we have at our disposal here...

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