This document explains the recommended workaround when a subscriber
receives a voicemail message with this subject line: Message from an
unidentified caller (extension number).
There are no specific requirements for this document.
The information in this document is based on the Cisco Unity 4.x.
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
Technical Tips Conventions for more information on document
When a subscriber leaves a voicemail message for another subscriber,
the message is tagged with the subject line Message from an
unidentified caller (extension number) instead of the name of the
caller. The extension number of the caller displays in the Outlook inbox of the
This issue occurs most frequently when the inbox of the caller is close
to the full limit or has already has exceeded this limit.
When Cisco Unity leaves voice messages, it sends the messages on behalf
of the calling party if they are past the prohibited send limit. In such cases,
Unity sends the mail from the Unity_Servername account.
For example, if you send a message from user A to user B, Cisco Unity
actually logs into mailbox A and sends a message on behalf of mailbox A to
mailbox B. As mailbox A reaches its limit, it is not able to send the message.
Unity uses another method at that point and sends it from the Unity_Servername
account (method used for external callers) to mailbox B. When this method is
used, the message appears to come from an unidentified caller.
In order to overcome this problem, clear the mailbox of the caller so
that it falls below the mailbox limit. When the mailbox is within limits again,
the email subject headers of the voicemail messages appear normally.
When a subscriber leaves a voicemail message for another subscriber, if
only the extension is displayed in the subject and not the name of the
subscriber, this can also happen because the name of the subscriber is not
recorded. Either the name or the extension can be displayed. If the recorded
name of the subscriber or caller is recorded, it displays only the name of the
subscriber, and not the extension, whereas if the name is not recorded, then
you can see the extension number only.