This document describes how to troubleshoot a problem that can cause a
failure when a call from Cisco CallManager is directed to a Cisco Unity voice
mail port and the port does not pickup the call.
This document also mentions how to troubleshoot the issue of calls that
come from an ISDN PRI through Cisco CallManager that fail to connect to Cisco
There are several other reasons why a Cisco Unity voice mail port might
fail to pickup a call from Cisco CallManager. If the problem described in this
document is not the problem that your system experiences, refer to the
The information in this document is based on these software and
Cisco Unity versions 3.1 and 4.0
Cisco CallManager 3.1, 3.2, 3.3, 4.x, and 5.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.
One reason that a Cisco Unity voice mail port does not pick up a call
is due to a conflict in the configuration of the Cisco Messaging Interface
(CMI) feature and the voice mail port feature used by Cisco Unity. In this
situation the server administrator has configured the same directory number
(DN) in the same partition for both the CMI and Cisco Unity. This is not a
supported configuration. In this case, Cisco Unity never receives the call
because Cisco CallManager cannot determine how to resolve the conflict between
the two devices (the Cisco Unity voice mail ports and the CMI voice mail
It is also possible to have some Cisco Unity voice mail ports that work
and others that fail. This typically happens when the conflict between the
Cisco Unity voice mail port DNs and the CMI DN occurs later in the chain of
Cisco Unity voice mail port DNs. For instance, if you have DNs 5000 through
5011 configured as Cisco Unity voice mail ports and DNs and 5000 through 5009
work while 5010 fails, this might be because 5010 was assigned as the DN for
CMI within the same partition.
If you experience a reachability problem with Cisco Unity voice mail
ports and you do not have CMI configured, this document does not help you fix
Note: Also make sure that the voice mail port DN does not conflict with any
other DN on the cluster.
You cannot use the same DN for Cisco Unity voice mail and the CMI in
the same partition. This task verifies that these two features do not have the
same DN in the same partition.
Access the Cisco CallManager administration web page.
Navigate to the CMI configuration page by selecting
Service > Cisco Messaging Interface.
Locate the VoiceMailDN parameter and the
The VoiceMailDN and VoiceMailPartition parameters are
If these parameters are not blank, proceed to step 5.
If these parameters are blank on your server, a conflict between
the CMI configuration and the Cisco CallManager Cisco Unity voice mail port
configuration should not be the cause of your problem. You can try to restart
the CMI service in case somebody else changed the values to blank and did not
restart the service to force the changes to take effect. If the values on your
system are blank and restarting the CMI service did not solve the problem, this
document cannot help you solve this issue. See the Related Information
The VoiceMailDN and VoiceMailPartition parameters have values in
them as shown here.
If your server needs to have CMI configured, make a note of the
values. Then proceed to step 6.
Note: The Cisco Unity voice mail system does not require the CMI
If you server does not need CMI configured, change the values in
these two parameters to blank and update the page.
Note: You can also disable the CMI service if you do not want it to
run. For Cisco CallManager 3.3 and 4.x this is done on the Application Cisco
CallManager Serviceability page in the Tools >
Service Activation page. For Cisco CallManager 3.1 and 3.2
this is done by selecting Start > Programs
> CallManager 3.1 > CallManager
Navigate to the Cisco CallManager voice mail port page.
Click on the first voice mail port.
In this case, it is VMail-VI1. Also, there is a
conflict because the DN and the partition are the same as the values for CMI
(5000 and VMPilot respectively).
Compare the values for the DN and Partition that you noted in step
5 to the values on the Directory Numbers on this page.
If you have a conflict, resolve it by either changing your CMI
configuration or your Cisco Unity voice mail port configuration. In most cases
it is easier to change the CMI configuration.
If you are using Cisco CallManager 3.2, 3.3, or 4.x, verify the
Voice Mail Pilot DN on the Feature > Voice Mail > Voice Mail
Pilot page since it can also have a conflict.
In this case, there is a conflict because the DN is the same as the
value for CMI (5000). If you decide to change your Cisco Unity voice mail
configuration instead of changing your CMI configuration, change the Voice Mail
Pilot DN as well.
If you do not have a conflict between the CMI configuration and the
Cisco CallManager Cisco Unity voice mail port configuration, this is not the
cause of your problem. See the Related
Information section for more resources on troubleshooting Cisco Unity
and Cisco CallManager issues.
This can happen when Cisco CallManager is connected to certain ISDN
networks. When Cisco CallManager is the user side of the PRI, it might send a
Progress Indicator IE in the ALERTING
message sent. This is invalid in some PRI protocols. In a situation where Cisco
CallManager immediately connects the call to Cisco Unity, the
Alerting Progress Indicator might come after the
CONNECT message is sent. This causes a protocol violation, and
Cisco CallManager disconnects the call.
In order to resolve this issue, set the Disable Alerting Progress
Indicator service parameter to True in the Cisco CallManager.
You can do this when you log into the Cisco CallManager Admin page and complete
Choose Service > Service
Parameters and click
Scroll down to Disable Alerting Progress Indicator and set this
parameter to True.
If a user turns on message notification and Cisco Unity sends message
notification calls to a device which then automatically forwards to Cisco Unity
when calls are not answered, an endless loop is created between Cisco Unity and
Cisco CallManager. This can also fill up the subscriber voicemail.
Cisco Unity detects that the forwarded call was originally sent by
Cisco Unity as a message notification and does not answer it. Cisco Unity
detects message notification calls that are forwarded back by using the
4th-column DTMF tone because the caller ID of the original notification call
might be lost.
Complete these steps in order to enable Cisco Unity rejection of
forwarded message notification announcements:
On the Cisco Unity desktop, double-click the Cisco Unity
Tools Depot icon.
In the left pane of the Tools Depot window, under Diagnostic Tools,
click Administration Tools.
Double-click Advanced Settings
In the Unity Settings box, click System—Reject Forwarded
Notification DTMF Tone.
In the New Value field, enter A.
Note: Avoid the value of C because it might conflict with AMIS calls.
When prompted that the value has been set, click
OK and Exit.
You can now avoid the endless loop between CallManager and Unity
that is triggered by message notification calls.