[cisco-voip] MWI behavior in Unity Connection 7

[Pat Hayes]

Mike,

If you have a single DN that is configured to receive MWI from UC on more
than one device, for example a user mailbox and a group mailbox, you'll
eventually end up in a situation similar to:

1. There is a new message in the user's mailbox and a new message in the
group mailbox. The user's MWI is on.
2. Someone signs in to the group mailbox and listens to the new message,
marking it as read.
3. UC sends an MWI off to all DNs configured for that group mailbox,
including the DN in question.
4. Now the user's MWI is off, despite the fact that they have a new message
waiting in their mailbox.

Even if the MWI happens to be in the "right" state, the user has no way of
knowing if it is because there is a new message in their mailbox, the group
mailbox, or both.

Dispatch messaging often works well in situations where you have both
individual and group mailboxes. It basically allows you to setup a mailbox
to send messages to the individual mailboxes of a group of users, but as
soon as any of the users accept the message it is removed from the other
mailboxes and MWIs are updated appropriately. More details here:

http://www.cisco.com/en/US/docs/voice_ip_comm/connection/7x/administration/guide/7xcucsag170.html#wp1096331

You can also just configure a second unique DN on the user's phone and use
that for the second mailbox.

As for red light vs envelope icon on the phone, those are both message
waiting indicators. Seeing one vs the other/both is just a matter of how
CUCM is configured. By default, I believe, you get envelope and light for
MWI on the primary/first line appearance, and envelope only on all others.

-Pat

On Wed, Jan 19, 2011 at 5:00 PM, Mike King <me at mpking.com> wrote:

> How does it lead to erratic MWI behavior? I'm referring to the Envelop Icon
> next to the line key.  I'm not referring to the Red light on the handset.
>
> Got a good reference to dispatch messaging?
>
> Mike
>
>
> On Wed, Jan 19, 2011 at 4:19 PM, Pat Hayes <pat-cv at wcyv.com> wrote:
>
>> The Subscriber Message Activity Report that you ran should have exactly
>> the sort of information that you are looking for. The trouble is, those
>> reports are not fully functional in 7.x as you can see with all of the
>> columns that are populated with "N/A". There is a defect for this,
>> CSCsr45007. There is a fix for it in 8.x, it is not available in 7.x due to
>> the extensive rework of the report.
>>
>> That said, outside of a defect, the most common reason I have seen for a
>> single user's MWI being out of sync is if their extension is listed as
>> alternate MWI device for another mailbox (usually a group mailbox or
>> similar). If you have that configured, it will always lead to erratic MWI
>> behavior. A good option is to use dispatch messaging.
>>
>> -Pat
>>
>> On Tue, Jan 18, 2011 at 2:45 PM, Mike King <me at mpking.com> wrote:
>>
>>> Anyone?
>>>
>>>
>>> On Fri, Jan 14, 2011 at 2:54 PM, Mike King <me at mpking.com> wrote:
>>>
>>>> I have a user that has several time reported the following:
>>>>
>>>> "Last Wednesday (1/5/2011) the mailbox was flashing but there weren't
>>>> any messages..... this week (on Monday (1/10/2011), it wasn't flashing and
>>>> there were eight messages dated back to last Wed"
>>>>
>>>> Of course they wait till Friday to report this.
>>>>
>>>> With my old phone system, there was a report i could run against a
>>>> mailbox that would tell me everything that ever happended to that mailbox.
>>>> CLID that called it, did it leave a message, how many "New" messages
>>>> DN that logged into mailbox, did it play messages, how many did it play.
>>>> When and why the MWI turned on and off.
>>>>
>>>> I haven't really found that report for unity connection yet.
>>>>
>>>> The best I can find is Cisco Unity Connection Serviceability -> Tools ->
>>>> Reports -> Subscriber Message Activity Report
>>>>
>>>> But as you can see, (attached at the bottom) it doesn't give me any
>>>> indication of what her problem is.  Actually, it doesn't really tell me
>>>> much.
>>>>
>>>> Callers are dialing a menu, and one of the options of the menu is to
>>>> leave a message, this then goes directly to the mailbox.
>>>>
>>>> The setup is this:  a 7961G-GE phone, Button 1 and button 2 are DID's.
>>>>  Button 3, 4, 5, 6 are line appearances of the extension of the Mailbox, so
>>>> that the users can have indication that a message is waiting.
>>>>
>>>> However, it's somewhat lacking (Forgive the image, I could not for the
>>>> life of me format that report in a way that would display well)
>>>> [image: Mailbox.jpg]
>>>> [image: Mailbox2.jpg]
>>>>
>>>>
>>>>
>>>
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>>>
>>
>
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