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Unity Failsafe message

My Unity system has been installed and operating normally for several months. Yesterday callers dialing in from the outside are getting a failsafe message. "Sorry this system is temporarily unable to answer your call........."<br><br>Any ideas as to how to fix?<br><br>Thanks!<br><br>

4 REPLIES
Anonymous
N/A

Re: Unity Failsafe message

We'll need a little more information to go on before we can pose possible solutions.

Any time Unity sends a call to the fail safe conversation like that, it should log an error (or several) in the Application Event log. Fire it up and take a look around in there. The description on the error(s) will normally tell you why the call could not be routed. Likely candidates are an invalid call routing rule, missing prompt file, missing object in the directory (i.e. a call handler that was removed that callers normally end up at) etc...

The info in the event log should give us something to go on.

If you're running 2.4.0 or later it's also a good idea to run a "Unresolved References" report in the System reports on the SA. This will point out missing objects in particular.


Jeff Lindborg
Unity Product Architect
Active Voice
jlindborg@activevoice.com
http://members.home.net/jlindborg

Anonymous
N/A

Re: Unity Failsafe message

Thanks for the response!

Two error messages are being generated:

1. IAvCallHandler::get_recipient returned [0x8004200c] on line 1781 of file h:\commsvr\sources\avconvphonehandler\avconvphgreetingsvr\avsplaygreeting.cpp

Running conversation PHGreeting on port 1

2. GetCallHandlerProperties returned Running conversation PHGreeting on port 1[0x8004200c] on line 1781 of file h:\commsvr\sources\avconvphonehandler\avconvphgreetingsvr\avsplaygreeting.cpp

Running conversation PHGreeting on port 1

Hope this helps!
Steve


Anonymous
N/A

Re: Unity Failsafe message

Yep.

I'll betcha a subscriber was removed from the system (or their Exchange account was deleted) that was listed as the message recipient on a call handler that outside callers are hitting.

The first thing we do when loading a call handler is to get a handle to the person or public distribution list that will take messages for this box. If we can't find it we send you to the failsafe rather than risking taking a message know we can't deliver. This is true even if the handler isn't currently set up to take a message...

Running the Unresolved References report should show this, or you can look at the call handlers being hit by outside callers (i.e. the Opening Greeting would be a likely candidate) and make sure the message recipient link on the Message page for the call handler points to a valid subscriber or distribution list.


Jeff Lindborg
Unity Product Architect
Active Voice
jlindborg@activevoice.com
http://members.home.net/jlindborg

Anonymous
N/A

Re: Unity Failsafe message

Okay, well I'll betcha you were correct! You maybe oughtta consider doing this for a living! Thanks!!!!

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