MWI won't light on a phone

[dudecrush]

I've got Unity 10 and Call Manager 9. I've got just one phone where MWI won't light up, and this began happening 2 weeks ago after I rebooted both Unity servers. I've reset MWI on the mailbox, and deleted/added the mailbox again and it just won't light. If I call and leave a message, the end user get's their unified messaging e-mail, but the light on the phone doesn't come up. If I look it up in Unity, MWI is always "off". I've disabled/enabled MWI for the user but that hasn't fixed anything.

On Call Manager, I checked the ports and the MWI indicator settings, and all are set with the correct Calling Search space. It's only one user - everyone else seems to be fine. I started to wonder if there is a setting I'm missing on the phone itself or the DN.

Anyone have any ideas?

 

[DHRoger]

In Unity, find the user, edit > message waiting indicators, the current status for the user's MWI will be indicated. If it states 'on' and the MWI isn't lit, the phone LED would likely be the issue.

 

[dudecrush]

The indicator is showing as "on" in Unity, but the lamp is off on the phone. I thought perhaps it was the phone, but the lamp blinks when a call comes through, so I don't think its the lamp.

 

[DHRoger]

I think my next step would be to substitute a different phone (on a different port) to rule out the phone/port.

 

[Borvik]

Try resetting the users phone.

 

[whykap]

so you see the MWI briefly light up, then go away?
Check with end user. have they created a rule to move all VM messages from the inbox to another folder?
If so, that's the problem. Unity loses visibility of that message thinking it's been already checked?

 

[dudecrush]

No - The MWI doesn't light up at all for VM. The phone is a 7962. As you probably know, the same lamp used for MWI is the same one that blinks when a call comes through. What I was saying is that when a call comes through, the lamp flashes like its supposed to. Thus, I don't think its a problem with the lamp being burned out.

Also - there is no rule to move VM messages in Outlook to a different folder. It remains in the inbox.

 

[whykap]

Ok I read it wrong, disregard.
In call manager under the phone DN configuration is he visual MWI policy set to default? Try changing it to light and prompt.
Also does the envelope prompt show up on the button or is that not there either?

 

[dudecrush]

Whykap - I did find that MWI setting, and I set it to Light and Prompt. No luck.

Nice catch though, I did not notice that there wasn't a blinking envelope by the button. What would cause that?

 

[DHRoger]

If the email gets 'read' in Outlook, that will cause the MWI to extinguish and envelope decorator to disappear.
It's starting to look like Whykap's observations above being valid.
Try deleting the proxy address to remove the email from the equation.

 

[dudecrush]

But the e-mail hasn't been read in Outlook. It's considered an unread message. I just called and created 2 more new voicemails - unread in outlook - and the envelope prompt isn't on the phone. I just checked the users Unity mailbox and the MWI is on...but.....when I click on the IP address of the phone, Message Waiting is "No". What would cause the disconnect?

 

[Borvik]

I believe we had this problem a few months ago, and solved it by resetting the users phone (reboot it, or use the reset button in the admin console).

 

[whykap]

can you manually light up the phone? by dialing the MWI on/off codes?
Also is this phone in the same css as others that work?

 

[dudecrush]

I'd tried resetting the phone, but that didn't work. When I dial the MWI on code, the lamp won't light. Strange.

 

[whykap]

so the css on the phone does not allow the partition of the MWI to light up the phone. Change the css to a known working phone and test again

 

[dudecrush]

That's what is so odd - The calling search space on the problem phone and on the problem DN is the same as the CSS assigned to both MWI indicators. I did a "stare-and-compare" of a known working phone (same CSS) with the problem phone and the configs are exactly the same - with the exception of model (7961 vs. 7962). WHen I dial the MWI extensions on the working phone, it lights the lamp. On the problem phone, it doesn't light at all.

There wouldn't be any type of exclusion list, would there? I'm going to try a different phone.

 

[dudecrush]

Well - it isn't the phone. I tried a new phone - and I copied the config from a known working one - and I still have the same problem. I have to think this is something with the DN for this user. I even called and create another new voice-mail message. It shows up in Outlook, and Unity shows the MWI to be on - but the lamp on the end-user's phone won't light up. As Whykap noticed - there is no envelope icon next to line to indicate there is a message.

I'm stumped. I'll think about this over the weekend.

 

[oneweek]

If you have not check under directory number. Make sure that DN is in the correct CSS and you do not have the number in a different CSS.

 

[dudecrush]

Found the problem - There were 3 listings of the same DN for this particular user. Even though only 1 of the 3 was assigned to a device, I surmised that Call Manager was sending MWI to one of the other DN's and not to the one active on the phone. I deleted the other 2 unassociated DN's, and then dialed the MWI-On directory number. Sure enough, it popped the light. I had an active voice-mail message in my inbox, and when I played it the light went out. If I marked it as "unread", the light went back on. All fixed!

 

[DHRoger]

Thanks for providing your findings and resolution. That will likely help others down the road.