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New Member

MWI not working since upgrade to cucm7.1.2

We just recently upgraded to cucm 7.1.2 from 6.1.3, we are using Unity 7.0 for voice mail. The message indicator light will not light when there is new voice mail. Any ideas?

23 REPLIES
Cisco Employee

Re: MWI not working since upgrade to cucm7.1.2

Make sure the TSP version on Unity is compatible with the CUCM version you have

HTH

java

if this helps, please rate

HTH

java

if this helps, please rate

www.cisco.com/go/pdi
Cisco Employee

Re: MWI not working since upgrade to cucm7.1.2

New Member

Re: MWI not working since upgrade to cucm7.1.2

If you dial the MWI On directory number does the MWI light come on?

New Member

Re: MWI not working since upgrade to cucm7.1.2

Yes it does. We still have some phones on meridian mail and the MWIs work just fine. The Cisco phones are the only ones effected.

New Member

Re: MWI not working since upgrade to cucm7.1.2

Bring up the port monitor on Unity. Leave yourself a message and look for the dial out trying to set MWI.

Did any partition or calling search space data get changed?

New Member

Re: MWI not working since upgrade to cucm7.1.2

Is this only on windows based Unity servers? I am not finding anywhere that will allow me view the port monitor.

New Member

Re: MWI not working since upgrade to cucm7.1.2

if you remote desktop or VNC to the server and open Unity Tools you'll see it under "Switch Integration Tools". Its called port status monitor. Click the "play button" to open the ports and then click one of the square blue buttons to the left to see them all. There you can view incoming and outgoing calls to Unity. I am assuming this is Unity and not Unity connections.

New Member

Re: MWI not working since upgrade to cucm7.1.2

Sorry. That is why I can't find it. It is Unity connections. Do you know of a way to look at it?

Hall of Fame Super Red

Re: MWI not working since upgrade to cucm7.1.2

Hi Bernece,

In UC 7.x this is now available via RTMT (Real Time Monitoring Tool). Works great!

Port Monitor Overview

The RTMT Port Monitor lets you monitor the activity of each Cisco Unity Connection voice messaging port in real time. This information can help you determine whether they system has too many or too few ports.

This tool can display the following information for each port:

Port Name The display name of the port in Cisco Unity Connection Administration.

Caller For incoming calls, the phone number of the caller.

Called For incoming calls, the phone number that was dialed.

Reason If applicable, the reason why the call was redirected.

Redir The extension that redirected the call. If the call was redirected by more than one extension, this field shows the extension prior to the last extension.

Last Redir The last extension that redirected the call.

Application Status The name of the conversation that Cisco Unity Connection is playing for the caller. When the port is not handling a call, the status specifies "Idle."

Display Status The action that the conversation is currently performing. When the port is not handling a call, the status specifies "Idle."

Conversation Status Specific details about the action that the conversation is performing. When the port is not handling a call, the status specifies "Idle."

Port Ext The extension of the voice messaging port.

Connected To For Cisco Unified Communications Manager SCCP integrations, the IP address and port of the Cisco Unified Communications Manager server to which the voice messaging ports are registered.

http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/service/7_0_1/rtmt_master/rtprtmn.html

Hope this helps!

Rob

New Member

Re: MWI not working since upgrade to cucm7.1.2

See if this helps:

http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/service/7_1_2/rtmt/rtprtmn.html

Are you using the partition anywhere?

New Member

Re: MWI not working since upgrade to cucm7.1.2

No we are not using the none partition. I ran the tool and did not see any of the ports go active. They stayed in an idle state.

New Member

Re: MWI not working since upgrade to cucm7.1.2

When you call VM, can you see the port take the call?

New Member

Re: MWI not working since upgrade to cucm7.1.2

Unfortunately I am not seeing any activity on the ports. I verified they are all registered from call manager to unity.

Cisco Employee

Re: MWI not working since upgrade to cucm7.1.2

I would maybe eliminate any issues with RTMT and install Remote Port Status Monitor on your pc and monitor the ports that way.

http://www.ciscounitytools.com/App_PSM_LL.htm

http://www.ciscounitytools.com/Applications/WEAK/PSM/CUCRemotePortStatusMonitor.htm

For Connection 7.0(1) and later you need to two do things in the Advanced Settings section of the Connection administration interface before the rPSM will work properly.

1. Turn on the remote port status monitor output. This is a checkbox titled “Enable Remote Port Status Monitor Output”

2. Add the IP address into the list of addresses that are allowed to monitor output. This is a comma separated list in the advanced setting section titled “IP Addresses Allowed to Connect for Port Status Monitor Output”. You can have over 100 addresses in this list if desired.

Brad

New Member

Re: MWI not working since upgrade to cucm7.1.2

That allowed me to monitor the port and I see it connect and everything is showing what appears to be a normal call flow, but the light is still not illuminating.

New Member

Re: MWI not working since upgrade to cucm7.1.2

So you can see Unity dial the MWI extension?

New Member

Re: MWI not working since upgrade to cucm7.1.2

NO, I see the calling number and the called number. The message play and then the call hangs up and then disappears. It never dials the number to turn on the light.

New Member

Re: MWI not working since upgrade to cucm7.1.2

Did you check the Multi Tenant MWI modes? I have seen this get set to default (false) this breaks the translation of the phone number from MWI to the phone and it calls the wrong untranslated number.

New Member

Re: MWI not working since upgrade to cucm7.1.2

I do not find the Multi Tenant MWI, but I am not finding any MWI disabled in the system. We are running on a temporary lisence for CUCM is there a possible issue with the lisence that would cause this?

Cisco Employee

Re: MWI not working since upgrade to cucm7.1.2

New Member

Re: MWI not working since upgrade to cucm7.1.2

The test ran clean. But the indicator still isn't coming on. Thanks for everyones help so far.

Hall of Fame Super Red

Re: MWI not working since upgrade to cucm7.1.2

Hi Bernece,

Did you see the MWI Port try to send a notification to the device where the message was left? It sounds like a problem with the Port config here;

Setting Up a Cisco Unified Communications Manager 7.x SCCP Integration with Cisco Unity Connection

http://www.cisco.com/en/US/docs/voice_ip_comm/connection/7x/integration/cucm_sccp/guide/cucintcucmskinny050.html

Configuring Voice Messaging Ports for a Cisco Unity Connection Cluster

http://www.cisco.com/en/US/docs/voice_ip_comm/connection/7x/integration/cucm_sccp/guide/cucintcucmskinny205.html

Hope this helps!

Rob

New Member

Re: MWI not working since upgrade to cucm7.1.2

We have found the issue. When we upgraded, it appears that somehow we lost a calling search space between the MWI and the voice mail ports. The MWI was in the same partition as the phones, but the ports were in one of there own. Thank you everyone for all your help.

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