Deleted messages can be recovered or retrieved from the Deleted Items
folder of the Cisco Unity Connection Inbox. This feature is useful when the
subscriber deletes a message by mistake, but it can also cause problems if
deleted messages accumulate. Messages should be purged periodically from the
Deleted Items folder. This document describes how to troubleshoot the issue of
deleted messages that are not purged from the Deleted Items folder.
There are no specific requirements for this document.
This document is not restricted to specific software and hardware
Technical Tips Conventions for more information on document
You use IMAP through a Cisco Unity Connection connected to an Outlook
client, and callers are told that their mail box is full even when there are no
messages. In addition, this error message appears:
Your mailbox is full. You cannot send any new messages
unless you delete messages now
This problem can occur when messages accumulate in the Deleted Items
folder since the Cisco Unity Connection server does not purge the deleted
In order to help ensure that the hard disk that stores voice messages
does not fill up, configure the Cisco Unity Connection message aging rules:
Move read messages to the Deleted Items folder after a specified
number of days. This rule is disabled by default.
Permanently delete messages in the Deleted Items folder after a
specified number of days. This rule is enabled by default.
In order to purge the deleted messages from the Deleted Items folder,
complete these steps:
From the Cisco Unity Connection Administration page, go to
System Settings and click Message Aging
the Message Aging Policy for more information.
Make sure that the check box for Permanently Delete Messages
in the Deleted Items Folder in X Days is checked and choose the number
of days that you want to keep the voice mails in the Deleted
Restart the Connection System Agent
When subscribers delete voice messages within Unity Connection, the
messages are automatically moved to the Deleted Items folder. The issue is to
find a way to force Unity Connection to automatically erase the voice messages
without moving the messages to the Deleted Items folder.
Complete these steps in order to resolve this issue:
Choose Class of Service in the left navigation
Choose the class of service and the users who are assigned to that
particular class of service in the list.
Navigate to Message Options, and check the Delete Messages
without saving to the Deleted Items folder check box.
Note: The default setting for this option is disabled (unchecked). Check
this check box to indicate that Cisco Unity Connection permanently removes
messages when users who are assigned to this class of service delete them.
Uncheck the check box to instead have Cisco Unity Connection to move deleted
messages to the Deleted Items folder, which allows users to retrieve them
In Unity Connection 8.5, users cannot forward messages to external with
the VMO client. This message is received:
Go to the Cisco Unity Connection administration page.
Then, go to System settings > General Configuration > When a
recipient can not be found and choose Relay Message to Smart
For more information, refer to
Administration Guide for Cisco Unity Connection.
When a user calls to retrieve messages via the telephone user interface
(TUI) and hits the Cisco Unity Connection subscriber, the message is played as
from Unity Connection Messaging System instead of the caller ID.
This issue is not seen when you call the publisher, but this issue is
observed when the TUI calls come into the secondary server. Since the problem
was observed on the Unity Connection cluster can be because appropriate
services are not rebooted across cluster wide. In order to resolve this issue,
reboot of the server. This is documented in Cisco bug ID
(registered customers only)