We are not getting an MWI for one Subscriber. I can't find any error messages in Unity and in Unity it shows the MWI as being on. I resynced the MWIs and it still didn't come on. I deleted the VM box, deleted the user, did a purge of the mailbox from Exchange and then recreated it. Same results. Where's the best place to start to troubleshoot this? It's Unity 4.0(4) with CCM 4.1(3)sr1. Thanks!
In CCM make sure that the CSS of the VM ports has the partition of the MWI, then make sure that the CSS of the MWI has the partition of the IP Phone.
Also just as a quick test, add the partiton of the MWI to the CSS of the phone. Dial the MWI on/off DN and see if you can turn on/off the MWI manually.
Since Unity has the MWI on, seems to be that is sending the notification but CCM is not able to make that request.
This is only happening for one phone so it's not a CSS issue.
I am able to dial the MWI number to manually turn the light off and on.
In addition to what's already been suggested, I had a few thoughts. Does the subscriber's extension in Unity match the IP phone extension exactly? Is the user's extension the primary on the IP phone or a second or third line? By default, the IP phone set lamp policy is only for the primary extension. You can modify this on the user's DN configuration in CCM to Light/prompt for all directory numbers on the phone.
Yeah, the phone only has 1 DN and I created the account through the "Add Voice Mail" link in CallManager. I also tried creating the VM box directly on Unity.
I just watched the PortStatus monitor and Unity is dialing the MWI for the phone when a message is being left, but it's not lighting it.
Yes, again seems to be a CCM issue not a Unity issue, if you are pretty sure that is not a CSS/PT issue (eventhough please verify this) I recommend you to make a search for the unassigned DN's on the Route Plan Report and delete all the results, if after that you are still having the problem I recommend you to take a CCM detailed trace on the server were the VM ports are registered.
Do we know for sure that the message is being delivered in Exchange? If the account is disabled for some reason, or there is a problem in AD, then Unity will have trouble with MWI.
YOu can try this to narrow down the issue:
Delete the subscriber from Unity, but keep the AD account. If at all possible, delete the AD account as well.
Create a new Unity Subscriber, let Unity create the AD account. Then test.
You can also try to delete the Subscriber in Unity, then use Unity to "Import user from Exchange"
What we are doing in this test to see if the correct unity attributes are being setup on the AD account/Exchange.
Looks like in a round about way it is a CSS problem. I changed the CSS on the phone and on the DN, then changed them back and it looks like it's working now. I posted a problem similar to this (but not as a MWI problem) the other day.
Any thoughts/ideas other than installing the SP on CCM?
I just responded to that post, I would check the TSP software version on your Unity server. A lot of odd problems can be from outdated TSP software loaded. Also, would a simple reboot of Unity help?
I upgraded the TSP awhile back. It's now running 8.1(3). Not sure if that's the most current or not. And I think we had the "busy" probably before the TSP upgrade when changing a phone from a no VM profile to a VM profile.