Viewmail not working when set to dial the user's phone

[Jim Schewe]

We're experiencing an odd Viewmail issue. When some of our users set the Viewmail Playback option to "phone" they get an error message when they try to play back a message. If we disable the Symantec application "ccApp.exe" then it will work for them. We have about 350 users all using imaged pc's and only about 10 of the users have this issue.Out of the 10, about 3 have it consistantly. For the others it comes and goes. There are no version differences in the files between those who are experiencing the problem and those who are not.

We're on Unified Communications manager 6 with Unity version 5.

Any ideas?

Thanks

Jim

[Ginger Dillon]

Hi -

ViewMail can be affected by software running on user PC's - this application may not be one of the supported client software packages.  For example, Authentium Command AntiVirus for Microsoft Windows is not supported on Cisco Unity subscriber workstations with ViewMail 7.0 - http://www.cisco.com/en/US/docs/voice_ip_comm/unity/vmo/release/notes/702cuvmorn.html#wp39899.  From the ViewMail release 5.x release notes - "Some security and VPN software installed on subscriber workstations can cause ViewMail to fail when subscribers use the phone as the playback device for the Media Master. In particular, software that offers personal firewalls is problematic.Disable or remove security and VPN software from subscriber workstations. Alternatively, you can set up the Media Master so subscribers can play messages in ViewMail with computer speakers."

Ginger

[Jim Schewe]

We complete removed the all security software and disabled the Windows firewall as a test. It worked well for about a week and then the problem re-appeared again. I double checked the software to make sure nothing came back and the PC was clean.

Any other ideas?

Thanks

Jim