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dotun88 (TechnicalUser) (OP)
23 Jan 08 14:11
Message light on a phone always stay on..is there any reason as to why? and how do i correct this?

Helpful Member!  Regordmdew (IS/IT--Management)
23 Jan 08 14:37
clear amw all 1234 will normally clear the issue.  

dotun88 (TechnicalUser) (OP)
23 Jan 08 15:33
Please explain further - not sure if i understand that syntax ...im failrly new to this.
thanks
Helpful Member!  KenMeans (Vendor)
23 Jan 08 16:49
Well it can be for many reasons.  Does it have a voice mail box?

Did a user set it as a callback?  What type of PBX are you talking about?

Ken Means

www.tel-is.com
"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)

dotun88 (TechnicalUser) (OP)
24 Jan 08 9:39
Yes, it has a mail box - it an extension for a user. There are no unopened mails in outlook or anything else i can find that could be causing this...please advise.
dotun88 (TechnicalUser) (OP)
24 Jan 08 11:54
by the way, im running MM 3.1 with an exchange backend.
dotun88 (TechnicalUser) (OP)
24 Jan 08 14:01
I actually found the solution.
The MWI rule defined for this subscriber had the FAX and VOICE options checked under the subscriber option. So everytime the user got a new fax, the light would stay on. So i changed the rule by unchecking the FAX option for MWI and activating it only for VOICE.
But thanks Ken and Regordmdew for the suggestions...
Helpful Member!  texeric (MIS)
24 Jan 08 16:30
By default the MWI rule is enabled with both voice and fax being enabled to be triggered for MWI.  The only way it would trigger of a fax message (talking MM for Exchange server) is if you're usig a fax solution that is integrated or that MM can interpret the message as being fax (typically IPM.NOTE.FAX or something).  If you are not using an integrated fax solution that MM interprets as a fax message then that should not have triggered the MWI.  You can set a registry key within the MM server (that is running the MWI service) to only light the MWI for voice messages only.  Since you are new to this product I would suggest you work with your maintenance providor for the product to help you set that registry if that is a viable option for you.

www.theviagroup.com

dotun88 (TechnicalUser) (OP)
24 Jan 08 17:00
well, i thought the problem was fixed - but apparently not. Now the WMI light will not come on even though the user has a new message - what am i doing wrong here?
Is there a code i can program on the phone to set it on when user gets a message? its only one user thats having this problem - i dont know wat else could be wrong. delete the subscriber and recreate? would that fix it?...please advise my options.
thanks.
texeric (MIS)
24 Jan 08 17:02
If you are using DSE integration and if MM already thinks the user has their MWI on, then MM will not send another command to light the light.

What integration are you using?  Is the voicemail message in the Inbox within the mailbox that is hosted on Exchange?

www.theviagroup.com

dotun88 (TechnicalUser) (OP)
25 Jan 08 8:24
Yes - im using a DSE integration and yes, the VM is within the inbox hosted by exchange.
At first, when i changed the subscriber option rule to only activate MWI on voice, it cleared the light after a reset. But then a VM was left for the user, and the MWI wotn light up. This is just a single user thats having this problem as others are not...so basically, i dont know why the light wont turn back on, and even if i manually turn it on (dont know how) im not sure if its going to be working like its suppsoed to...please advise.
thanks
dotun88 (TechnicalUser) (OP)
25 Jan 08 8:50
More bad new - now more people are getting the same problem, that their MWI lights aint coming on, even when they have a new message
texeric (MIS)
25 Jan 08 12:23
Restart the MWI and Mailbox Monitor services (starting the MWI service last).

www.theviagroup.com

KenMeans (Vendor)
25 Jan 08 17:16
Also are you getting any errors in the app log as it pertains to updates ?

Ken Means

www.tel-is.com
"I find that the harder I work, the more luck I seem to have."
- Thomas Jefferson (1743-1826)

dotun88 (TechnicalUser) (OP)
29 Jan 08 8:12
Problem fixed.
Initially, i tried restarting the MWI and Mailbox Monitor services, but it would ocassionally hang after a while.
In resolution, i had to reboot the server - this fixed the problem.
Thanks all for your contribution...

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