Unity - subscriber cannot get vm through phone - messages are in exchange

[rlutzko]

I have a user who at one time was able to retrieve her vm from her phone. Now she just gets the message that she has no new or old messages. I can see her messages in her exchange mb & have also verified that nothing has changed in her Unity settings. She is sharing a device with another person is using ICD. Her line is an additional line appearance on that icd phone.

I cannot figure out why she cannot retrieve her messages. I have even deleted her as a subscriber & reimported her, left a new message afterward & still no luck.

[lindborg]

my first guess here is that she's logging into a different mailbox over the phone than you're expecting (are you entering a unique password to get into that mailbox?). It might be helpful to look at the Port Status Monitor (you can get the latest updated version off www.CiscoUnityTools.com) and watch what's going on as you call in as that user and see if perhaps the calling number is routing them to a different mailbox than you're assuming...

Unity isn't going to log into a mailbox with valid voice mail messages in it and not offer them... never seen that and I'm pretty confident that wont happen.

The only other thing would be if those messages are not flagged properly as voice mail (you get this with virus software or other clients messing around in the inbox) - they need to be marked as IPM.Note.Voice.Unity among other things - I kinda doubt that's the case here, though...

[rlutzko]

I download the PSM tool & ran it while dialing into vm to check this subscribers messages. However I cannot tell what mailbox it hit to check the messages? How do I know what mb Unity is connecting too?

Also, I have looked at this users exchange mb and all the messages in are .wav files.

[oliviers]

Maybe the idea with the PSM was to see exactly what was showing up as the calling party. You could search the Unity SA by that ID and ensure that the subscriber that is returned is indeed the subscriber you'd expect to be associated with this person's Exchange account.

[rlutzko]

The problem is that I cannot see any ID to search for in Unity. This is the result of the PSM (nowhere do I see an ID)

3/14/2003 15:30:37 Appl AttemptForward

3/14/2003 15:30:37 Appl PHTransfer

3/14/2003 15:30:37 Conv State - PHTransfer LoadInfo

3/14/2003 15:30:37 Conv Event is [TrueEvent]

3/14/2003 15:30:37 Appl PHGreeting

3/14/2003 15:30:37 Conv State - Play Greeting

3/14/2003 15:30:37 Conv Call answered if needed

3/14/2003 15:30:37 Disp Playing greeting for Call Handler: Opening Greeting

3/14/2003 15:30:38 Conv DTMF [*]

3/14/2003 15:30:38 Conv Event NULL

3/14/2003 15:30:38 Appl SubSignIn

3/14/2003 15:30:38 Disp Subscriber Sign-In

3/14/2003 15:30:38 Conv State - SubSignIn Answer Phone State

3/14/2003 15:30:38 Conv Event is [TrueEvent]

3/14/2003 15:30:38 Conv State - SubSignIn Validate ID State

3/14/2003 15:30:41 Conv Event is [TrueEvent]

3/14/2003 15:30:41 Conv State - EnhancedSecurity State

3/14/2003 15:30:41 Conv Event is [NextEvent]

3/14/2003 15:30:41 Conv State - SubSignIn Validate Password State

3/14/2003 15:30:46 Conv Event is [TrueEvent]

3/14/2003 15:30:46 Conv State - CheckIfExchangeDown State

3/14/2003 15:30:46 Conv Event is [FalseEvent]

3/14/2003 15:30:46 Conv State - SubSignIn Check if New Mail User State

3/14/2003 15:30:46 Conv Event is [FalseEvent]

3/14/2003 15:30:46 Conv State - SubSignIn Check For Leave Msg State

3/14/2003 15:30:46 Conv Event is [FalseEvent]

3/14/2003 15:30:46 Conv State - Send Message Setup State

3/14/2003 15:30:46 Conv Event is [TrueEvent]

3/14/2003 15:30:46 Conv State - SubSignIn Run Next Conversation State

3/14/2003 15:30:46 Conv Event NULL

3/14/2003 15:30:46 Appl SubMenu

3/14/2003 15:30:46 Conv State - Create filter state(root)

3/14/2003 15:30:46 Conv Event NULL

3/14/2003 15:30:46 Conv State - Resume send message state.

3/14/2003 15:30:46 Conv Event NULL

3/14/2003 15:30:46 Conv State - Run message count state

3/14/2003 15:30:46 Appl -->SubMsgCount

3/14/2003 15:30:46 Conv State - GetMailbox status state

3/14/2003 15:30:46 Conv Event is [YesEvent]

3/14/2003 15:30:46 Conv State - Count messages & get sub. properties state

3/14/2003 15:30:46 Conv Event NULL

3/14/2003 15:30:46 Conv State - Greet and play message count state

3/14/2003 15:30:51 Conv Event is [TimeoutEvent]

3/14/2003 15:30:51 Conv State - Check if we offer the Purge Deleted Message Menu state

3/14/2003 15:30:51 Conv Event is [FalseEvent]

3/14/2003 15:30:51 Appl <--SubMsgCount

3/14/2003 15:30:51 Conv Event is [FalseEvent]

3/14/2003 15:30:51 Conv State - Play subscriber menu state

3/14/2003 15:30:57 Conv Event is [HangupEvent]

3/14/2003 15:30:57 Appl Idle

3/14/2003 15:30:57 Conv Idle

3/14/2003 15:30:57 Disp Idle