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New voice-mails from external callers going to Deleted folder UCN 8.6

Hello,

Cisco Unity Connection version: 8.6.2ES69.23900-69 with Single Inbox. Outlook 2010.

Only one user is having this issue. When external caller leaves a voice-mail, nothing gets delievered in Outlook and when accessing the voice-mailbox from TUI, the voice-mail is found under Deleted Items. Voice-mails from internal calls are delivered into Outlook fine. Nothing has been changed and all other users are working fine.

I have ensured the user's voice-mail box quota is fully available. Unified Messaing a/c test for this user is successful.

The deleted items folder in Outlook doesn't show the message and there is no Rule in outlook to move voice-mails to anywhere.

I tried launching PCA for this user, the user can login to PCA but the Web-Inbox never launches. I have bounced PCA service already but no luck.

Any ideas?

thanks,

Kapil

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