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New Member

cant retrieve voicemail from phone, but do get emailed messages

Hi, this is my first post, so forgive me if I dont do something right here. First, my hardware: I have Unity 4.0.2 running on a Win2000 server. I also have Exchange2000 environment. The problem is this: when I try to access my voicemail from my cisco7960 phone, it asks for a password, I type it in, and it gives the following message: "Sorry, this system is temporarily unable to complete your call. Please try again later." When someone leaves me a message, I can get to it via Exchange email sent to me, with no problem. But I can not login to my phone and get them. I checked event viewer on the server and get these messages below:

Unity was unable to retrive the mailbox for the subscriber to verify the status of the mailbox. Unity needs to know if the mailbox has the ability to send and recive mails. Possible reasons could be a missing mailx, which can be determined through DBWalker or a corrupt memory. Technical information IAvDohMailUser::get_PrimaryMailbox returned [0x8004000c] on line 199 of file e:\views\Unity4.0.2.122\un_Core2\ConversationEng\AvStateSvr\AvSGetMailboxStatus.cpp. Check the return code through DohErrorTest tool.

AND

Unity was unable to determine the mailbox status for the subscriber. Unity needs to know if the mailbox has the ability to send and recive mails. Technical details - GetMailboxStatus returned [0x8004000c] on line 98 of file e:\views\Unity4.0.2.122\un_Core2\ConversationEng\AvStateSvr\AvSGetMailboxStatus.cpp.

Im not sure where to go at this point. I do know that some users CAN get to thier voicemail from thier phone, while a few others CANNOT.

Thanks for any help you can provide.

32 REPLIES
Blue

Re: cant retrieve voicemail from phone, but do get emailed messa

first things first....

run DBWALKER on your Unity server. just load and run from Unity Tools Depot. (do not set any automatic fixes or any other options, just run it as is)

when it is completed, read carefully all the output of errors, issues, etc.

attempt to fix all errors found. you may very well find the subscriber your attempting to retrieve VMs for has a problem.

when completed fixing all issues, etc. run DBWALKER again and hopefully it will be error free. if not, fix any issues and run again until all issues are resolved or you at least know what the issue is and why it exists.

Re: cant retrieve voicemail from phone, but do get emailed messa

Can the subscriber log into their Exchange mailbox? You could have some permissions problems with this subscriber.

Have the subscriber:

- login ito OWA, send a message, reply, etc)

- Log into Outlook to Exchange server and pull up their messages... (not cached profile)

If this is all sucessful, we know then Exchange is working, Subscriber's mailbox is working, etc. It would point to UnityMsgStrSVC not working properly for that one subscriber. You stated that other subscribers are working fine, but this "one" account is not.

I had a problem the other day where another administrator (could kill them) deleted the persons AD account, recreated it and their Exchange mailbox. Then of course, Telecom gets the call that their voicemail is not working.. Turns out all the Unity attributes are gone and we need to re "add" the person back into Unity. Basically a new subscriber.

New Member

Re: cant retrieve voicemail from phone, but do get emailed messa

Here is what I found from the dbwalker, please see attached. Not sure what this means. Any help Id be thankful for.

New Member

Re: cant retrieve voicemail from phone, but do get emailed messa

Also, yes, OWA works fine, they get email ok. No issues with email. They get messages left to their extension in thier email and they can get them. Just cant get to them from their phone.

Re: cant retrieve voicemail from phone, but do get emailed messa

Is it from the same phone, or you try a different phone?

After the subscriber at their hits the Messages button the phone, does it ask them to login? If the login, then it says the error message?

Thanks

New Member

Re: cant retrieve voicemail from phone, but do get emailed messa

This happens on different phones. I have one other user that has the same issue on their phone also.

When the user hits the messages button, the user is asked for their password. When the user types it in, then the message comes. I still have not been able to resolve this yet.

Re: cant retrieve voicemail from phone, but do get emailed messa

This is too easy.. but have you restarted Unity?

Are you running a failover config?

New Member

Re: cant retrieve voicemail from phone, but do get emailed messa

No, I have not restarted Unity. No, no failover either. I thought that since some people were able to get voicemail off their phone, that I probably wouldnt need to restart it. Do you mean restart the service or the server itself?

Re: cant retrieve voicemail from phone, but do get emailed messa

If you havent shut the system down completely in awhile, I would probably give it a kick now. You can go to the Services in Windows and do it manually, but I would just reboot all together.

Are you using IP Phones or a different type of integration. I have seen odd behavior with IP phones with older TSP versions to callmanager...

New Member

Re: cant retrieve voicemail from phone, but do get emailed messa

Will plan on a reboot. No, these are Cisco 7960 phones that are in place.

Re: cant retrieve voicemail from phone, but do get emailed messa

If they are 7960, also just check to make sure you are up to date on the TSP software for CallManager and Unity. This can cause odd issues when dialing into Unity from an IP phone. But sounds more like a reboot is in order.

New Member

Re: cant retrieve voicemail from phone, but do get emailed messa

Rebooting didnt help. My thoughts are this: CallManager calls the Unity number, it seems to authenticate with Unity, then gets the message. I could be wrong, Im just trying to think logically through it. What is the TSP software?

Re: cant retrieve voicemail from phone, but do get emailed messa

http://cisco.com/cgi-bin/tablebuild.pl/unity-cm-tsp-8x

You will need a CCO login to access this software. TSP is the communication between Unity and CallManager... kind of like virtual analog ports between CCM and Unity, but IP based. If the TSP versions or mixed, or out of date, you will run into problems for sure.

Couple other things:

Open up Unity Tools at the server

open up Port Monitor under Integration

Open all the ports...

Dial from the IP phone to the Unity server

You should see it actually answer the call in that window...

You can then watch what Unity is actually doing with the call as listens for DTMF, etc.

Also under your Switch Integration with CallManager.. what version TSP do you have loaded?

Thanks

Re: cant retrieve voicemail from phone, but do get emailed messa

So what was the resolution to your problem?

thanks!

New Member

Re: cant retrieve voicemail from phone, but do get emailed messa

None yet. Had to put it off over the weekend, on a project now. Will probably get back to it Wednesday. Thanks for asking, Ill get back with you guys for sure.

New Member

Re: cant retrieve voicemail from phone, but do get emailed messa

Guys, I hate to admit this one, but the problem was that I didnt have the following checked:

Set subscriber for self-enrollment at next login

I checked that, and the user was able to do what they needed to after that. Thanks for your help.

New Member

Re: cant retrieve voicemail from phone, but do get emailed messa

All, I spoke too soon on this. It got the user in once and when they set thier voice mail up, all was good, but when they tried to go back in, it did the same thing: system...... Back to square one.

Re: cant retrieve voicemail from phone, but do get emailed messa

I think you have a Unity access problem to your Exchange server. I can't recall.. is this on one users or all users they can't access their voicemail via the TUI interface?

New Member

Re: cant retrieve voicemail from phone, but do get emailed messa

Its on one user in particular, but the funny thing is that I created a new user today in unity and his works fine. Not sure what is going on with that one user, thought about deleting thier unity account and adding it back. any thoughts?

Re: cant retrieve voicemail from phone, but do get emailed messa

I have seen this before also.

2 things....

1... has the subscriber been moved to a new OU in AD?

2. Go into the user account in AD, check his/her exchange permissions and compare them to a user that is working. You could UnityMSGstrsvc or someother unity could be missing from your mystery person.

Otherwise.... tell the person tough... delete them from the Unity... they will stay in AD. Wait about 15 minutes for AD to play catchup... then import the user back in to Unity through SA. All the Unity Attributes will be added back in.

cheers

New Member

Re: cant retrieve voicemail from phone, but do get emailed messa

havent forgotten this, will probably get back on this this coming week. Thanks for the patience and help so far. will post when I start back on it.

New Member

Re: cant retrieve voicemail from phone, but do get emailed messa

Hello,

I am currently working this exact same issue with no resolution so far. I have verified all security is correct. I have deleted the subscriber and recreated. Upon suggestion of our senior engineer I even tried moving the user in AD from one store to another just for kicks. I've restarted the server. Basically everything I could think of as well as what I've read in the forum. I had a TAC case open but the initial response offered two suggestions that didn't even apply to our environment, so I replied requesting further assistance.

We had this happen one other time over a year ago and after extensive troubleshooting with TAC we decided to recreate the user in AD. That caused major issues with people attempting to reply to old messages in e-mail due to the SID changing, not going through that again.

Has anyone found the cause or solution to this??? Any suggestions would be greatly appreciated. Luckily the affected user has been very patient and understanding but I'd like to get the issue resolved.

Thanks,

Jason

New Member

Re: cant retrieve voicemail from phone, but do get emailed messa

I too have this exact issue, and having read the entire thread it doesn't look like a resolve has ever been found.

Jason, did you get any luck with the TAC case?

Best regards

Rob

New Member

Re: cant retrieve voicemail from phone, but do get emailed messa

Hello Rob,

The answer is yes and no... My case ended up being esculated to one of the "best of the best" TAC engineers, IMO. After using a multitude of troubleshooting tools he was able to find the culprit.

When a subscriber is created/imported in Unity an attribute called 'Cisco Search Folders' is added to the user in AD. That user did not have that attribute so Unity is unable to access the Exch Inbox correctly. It's been a while since that case and I'm not a guru on either side, so my references may not be exact but the 'Cisco Search Folders' is/was the issue. The unfortunate outcome is that although he had reference of this exact same issue with another customer, a resolution was never found other then attempting to re-create the AD ID.

I'll dig back through my "TAC files" and see if I can provide any more info.

Good luck, and if by chance you are lucky enough to make a breakthrough on resolving this issue, I would GREATLY appreciate an update.

Regards,

Jason

New Member

Re: cant retrieve voicemail from phone, but do get emailed messa

Hello Jason,

That would be a great help. What ever you can provide.

Many thanks Jason.

Rob

New Member

Re: cant retrieve voicemail from phone, but do get emailed messa

Hello Rob,

I dug the case up from TAC and copied all the case notes minus our network info and engineer info in the attachment. I hope it helps.

Regards,

Jason

New Member

Re: cant retrieve voicemail from phone, but do get emailed messa

Thank you for your help Jason. The notes seems to stop before the fix has been found though.

I have been doing some of my own research and have stumbled across what seems a promising application - Global Subscriber Mgr.

Will keep you informed if I find a breakthrough.

Regards

Rob

New Member

Re: cant retrieve voicemail from phone, but do get emailed messa

Rob,

You are correct unfortunately, that's how the case ended.... Like I said in my reply to your post yesterday, although TAC found the problem they could not provide a solution besides re-creating the user in AD/Exchange. Good luck to you and I would definitely be intereseted to hear if you find a resolution.

Regards,

Jason

New Member

Re: cant retrieve voicemail from phone, but do get emailed messa

Hi, i have been hit with this problem this morning with about 10 users and have run through all the good advice on here. It is frustrating that there seems to be no reason for this, but I have found the following seems to fix the problem, certainly for the two users I have tried it on so far. I just set the user to self enrollment, save the settings, then uncheck that box and save the settings again. I don't know why this would get things working again but at least it is a good workaround until someone enlightens us further. I have had the user access unity from the tui multiple times and it has not recurred so far...

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