[cisco-voip] MWI Light UCM 8

[Daniel Pagan]

One of the quickest ways to determine if it’s CUC or CUCM (for MWI delay or failure) is to recreate a scenario where your MWI should turn on or off then run a “user phone login and MWI” report from CUC. The report should give you a timestamp for when your MWI on/off request was generated, or if it was generated at all. The report, while not very detailed, should give you a hint as to where your troubleshooting should begin. Taking this further…

If you have a SIP integration, you can pull CCM SDL traces and search for the SIP NOTIFY request associated to the MWI. Search your traces for:

NOTIFY sip:<dn> where “dn” is your extension. Do you see a 200 OK in response to the NOTIFY? The Call-ID header of the NOTIFY should match the final response. If you don’t see a 200 OK in response to the NOTIFY, but a 4XX response, then your issue is the integration configuration between CUCM and CUC.

Regardless of the integration type, you can also pull Notifier traces off CUC covering a failed MWI event. Search for NOTIFYQ and you should see the results of MWI actions for specific mailboxes. If you see Notifier sending a MWI event to the queue, you can reference CUC Conversation Manager traces for signaling to CUCM depending on the level of logging configured. Successful MWI actions will be logged to Notifier traces, reported by the queue (NOTIFYQ).

Another question to consider is how many ports do you have assigned for dialout MWI? Any chance you have unread messages in your mailbox that is preventing the MWI event? Have you restarted Notifier (not that I recommend restarting services instead of RCA...)? Again, using the User Phone Login and MWI report in combination with User Message Activity report should help identify where the problem resides. Not the root cause of course, but should shed additional light on the situation at hand.

Hope this helps.

- Dan


From: cisco-voip [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of James Buchanan
Sent: Friday, August 05, 2016 10:09 AM
To: David Zhars <dzhars at gmail.com>
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] MWI Light UCM 8

I remember having to restart the Unity services back in the day. Not rebooting the server, but rather restarting the services. I do not remember which service this is, but I'd restart them all and try the resync again.

On Fri, Aug 5, 2016 at 10:01 AM, David Zhars <dzhars at gmail.com<mailto:dzhars at gmail.com>> wrote:
Unity.  8.0
Just one Unity.  Two UCMs.  Version 8.0 as well.

On Fri, Aug 5, 2016 at 10:00 AM, James Buchanan <james.buchanan2 at gmail.com<mailto:james.buchanan2 at gmail.com>> wrote:
Are you running Unity or Unity Connection? Do you have a cluster or just a single server?

On Fri, Aug 5, 2016 at 9:53 AM, Brian Meade <bmeade90 at vt.edu<mailto:bmeade90 at vt.edu>> wrote:
That's only used for pulling in CUCM users via AXL.  Under the Port Group configuration, you want to have multiple CUCM servers listed for redundancy but the others are only used in the case of the primary being down.

On Fri, Aug 5, 2016 at 9:40 AM, David Zhars <dzhars at gmail.com<mailto:dzhars at gmail.com>> wrote:
I am wondering if it has anything to do with this:
We have two UCMs and one Unity.  When I go into Unity, Telephony Integration, Phone System, Edit AXL Server, I only show the IP address of one UCM (the one currently in Standby).  Does Unity need to know about both?
Dave

On Wed, Aug 3, 2016 at 10:34 AM, Cannizzaro, Vince <Vince.Cannizzaro at hamilton.ca<mailto:Vince.Cannizzaro at hamilton.ca>> wrote:
David,
Also if it’s Unity Connection, I’ve had some success in the past restarting the  Notifier service

From: cisco-voip [mailto:cisco-voip-bounces at puck.nether.net<mailto:cisco-voip-bounces at puck.nether.net>] On Behalf Of Charles Goldsmith
Sent: August-03-16 10:05 AM
To: David Zhars
Cc: cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>
Subject: Re: [cisco-voip] MWI Light UCM 8

David, if you are on Unity Connection, then its under Telephony Integrations > Phone System.  There is a button labeled Run to Synchronize all MWIs on this phone system.

It's been many moons since I've had to touch Unity, and don't remember the menu system, nor do I have access to one.

On Tue, Aug 2, 2016 at 7:28 PM, David Zhars <dzhars at gmail.com<mailto:dzhars at gmail.com>> wrote:
Getting multiple reports from users that the MWI light is being mischievous....staying on when they have no messages, and not coming on when they do have messages.
I understand there is some sort of system refresh I can do, but can't find it.  We use UCM and Unity 8.0
This just started happening after years of perfect behavior....
Dave

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