[cisco-voip] MWI not working

[Ryan Ratliff]

The phones don't have to be able to dial the MWI on/off numbers at all, so their CSS is not relevant.

What is important is that the Unity VM ports can dial the MWI on/off numbers, and the MWI on/off numbers can dial the phone DNs.  If any MWI is working at all then the first part is working.   If you do a refresh on the port's MWI (I think any recent Unity will let you do a single mailbox refresh) and look at the CCM trace from the server where the Unity ports are registered you should see what appears to be two calls.  The first will look like the phone calling the MWI number (it is actually the vm port but it sets the calling number to the number it wants to light) and then the MWI number will call the DN.  That second call needs to match the DN and partition of the phone that is supposed to light.

-Ryan

On Feb 16, 2010, at 5:57 AM, Tim Smith wrote:

Hi Dan,

Your phones can see your MWI on / off numbers then?
If you dial the MWI on / off numbers from the affected phones - does the light go on and off?

When you say it all used to work, what changed recently? When did it stop working?

Is Unity co-located with the message store? Is it on the same box? across a network link?

Cheers,

Tim.


On Tue, Feb 16, 2010 at 2:46 PM, Dan Schmitt <customade806 at hotmail.com> wrote:
I have a situation where users at a specific branch office on an Unified Communications cluster (LDAP synced) that are not seeing an activated MWI light when they get a new voice mail.  Everything used to work just fine as it supposed to. When the MWI is refreshed within the Messages tab, it indicates 'ON'. However the actual phone does not turn on the MWI.

Steps already checked:
Message Waiting extension/parameters DO match within Unity and Call Manager.
Voice mail ports and IP Phones are in the same CSS.
A re-sync of subscriber mailboxes finished successfully.
AVNotifierMgr service is running.
There are no Application errors in the Event Viewer indicating lack of MWI ports.

Also within the Application Event Viewer I noticed an error:

A MAPI function call to the Microsoft Exchange server took 8125 milliseconds, which exceeds the system threshold of 5000 milliseconds.  The most likely causes are an overloaded Exchange server or poor network connectivity to the Exchange server.  This is likely to affect the operation of the Cisco Unity server in a number of ways, including slow response or delays during phone calls, ports getting stuck or not answering calls, and Unity failover if a secondary server is active.

To troubleshoot this problem, enable all AvWM micro traces using the Cisco Unity Diagnostic Tool (UDT), and investigate the Exchange server for high system load and other indications that maintainance is required.  For more information, please consult the Troubleshooting Guide For Cisco Unity with Microsoft Exchange.

Technical Details:
Method IMAPITable::QueryRows (returned 0x00000000)
Exchange Server: xxxxx
Outstanding Server MAPI Requests: 0 

Also have about 80 errors reading:

An attempt to create a search-result folder for account cn=xxxx,cn=xxxx,ou=xxxx,o=xxxx has failed.  The MAPI subsystem returned the following error: 80040115.

This is typically an indication of configuration issues with Unity, Exchange, or the MAPI subsystem. 


Not sure what else to look at to troubleshoot this issue. If anyone can provide some suggestions, that would be much appreciated.
 


Dan Schmitt

customade806 at hotmail.com



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-- 

Cheers,

Tim


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