Troubleshooting Guide for Cisco Unity Release 8.x (With Microsoft Exchange)
Troubleshooting Message Waiting Indicators (MWIs) in Cisco Unity 8.x
Downloads: This chapterpdf (PDF - 218.0KB) The complete bookPDF (PDF - 4.85MB) | Feedback

Troubleshooting Message Waiting Indicators (MWIs) in Cisco Unity 8.x

Table Of Contents

Troubleshooting Message Waiting Indicators (MWIs) in Cisco Unity 8.x

How MWIs Function in Cisco Unity 8.x

Triggers for Turning MWIs On and Off

What Causes MWIs to Turn On and Off

What Causes MWIs to Behave Differently Than Expected

Troubleshooting MWIs When They Do Not Turn On or Off in Cisco Unity 8.x

Miu Component

Resolving Cisco Unified Communications Manager SCCP Integration Problems

Subscriber Phone System Assignment Is Incorrect

Notifier and Notifier Queue Components

Exchange Monitor Component

Troubleshooting MWIs When They Are Delayed Turning On and Off in Cisco Unity 8.x

Restarting the Cisco Unity Server Causes MWI Delay

Cisco Unity Partner Exchange Server Is Down or Is Disconnected

Ports Are Too Busy to Turn MWIs On and Off Promptly

Not Enough Ports Are Set for MWIs

Calls Are Sent to Cisco Unity Ports That Set MWIs but Do Not Answer Calls

MWI Turns On and Off Slowly After the AppleTalk Protocol Is Uninstalled on the Exchange Server (Exchange 2003 Only)

Troubleshooting MWIs When They Sometimes Do Not Turn Off in Cisco Unity 8.x

MWIs Have Lost Synchronization

Cisco Unity Uses Port Memory (PIMG/TIMG Integrations)

MWIs Are Randomly Turned On

Troubleshooting MWIs When No Message Count Is Given on the Phone in Cisco Unity 8.x

Additional References


Troubleshooting Message Waiting Indicators (MWIs) in Cisco Unity 8.x


This chapter describes message waiting indicators (MWIs), how they function in Cisco Unity, and methods for troubleshooting them.

See the following sections:

How MWIs Function in Cisco Unity 8.x

Troubleshooting MWIs When They Do Not Turn On or Off in Cisco Unity 8.x

Troubleshooting MWIs When They Are Delayed Turning On and Off in Cisco Unity 8.x

Troubleshooting MWIs When They Sometimes Do Not Turn Off in Cisco Unity 8.x

Troubleshooting MWIs When No Message Count Is Given on the Phone in Cisco Unity 8.x

Additional References

How MWIs Function in Cisco Unity 8.x

An MWI is a lamp, flashing LCD panel, or special dial tone on subscriber phones that lets subscribers know that a voice message is waiting. The type of indicator depends on the phone system and the phones that subscribers use. Phone systems that support message counts may also display the number of messages that the user has.

MWIs are not the same as message notification, which is the feature that notifies a subscriber of new voice messages by calling a phone or pager, or by sending an email message.

Triggers for Turning MWIs On and Off

The following events trigger Cisco Unity to turn MWIs on and off:

When a caller leaves a message for a subscriber, Cisco Unity notifies the phone system to turn on an MWI on the phone for that subscriber.

When the subscriber listens to the message, Cisco Unity notifies the phone system to turn off the MWI on the phone.

When the subscriber saves a listened-to message as a new message, Cisco Unity notifies the phone system to turn on the MWI on the phone for that subscriber.

When a subscriber deletes a new message without listening to it or moves it to another folder, Cisco Unity notifies the phone system to turn off the MWI on the phone.

When MWIs are synchronized—for example, by clicking Resynchronize Now on the Properties page in the Cisco Unity Telephony Integration Manager (UTIM)—Cisco Unity queries the Data Object Hierarchy (DOH) to determine the status of MWIs on all phones, and resets the applicable MWIs.

However, an MWI remains on under the following conditions:

More messages are waiting to be heard. When all new messages are listened to, the MWI will be turned off.

A new message arrives while the subscriber is listening to the original message. When all new messages are listened to, the MWI is turned off.

The subscriber listens on the phone to only part of the message, then either hangs up or skips to the next message before hearing the entire message.

The server with the message store is offline and the message is stored in the Unity Messaging Repository (UMR).

In the Outlook Inbox or the Cisco Unity Inbox, the subscriber marks a listened-to message as unread.

(Unified Messaging only) The subscriber uses the email Inbox in offline mode to listen to messages.

In certain situations, an MWI is not turned on:

(Unified Messaging only) Email messages arrive. Cisco Unity monitors only voice messages.

Fax messages arrive. Cisco Unity monitors only voice messages.

(Unified Messaging only) Return receipts arrive. Cisco Unity monitors only voice messages.

(Unified Messaging only) An Inbox rule automatically moves voice messages to another folder. Cisco Unity monitors only the Inbox.

The server with the message store is offline and the message is stored in the UMR.

(If a message store outage has occurred) After the offline message store has come back online, the messages that were stored in the UMR during the outage are moved to the message store, but MWIs are not turned on until you synchronize them—for example, by clicking Resynchronize Now on the Properties page in UTIM.

What Causes MWIs to Turn On and Off

Cisco Unity sends a request to the phone system to turn the MWI on and off for a subscriber. The phone system responds sending the applicable command (for example, an extension or a code) to the subscriber phone to turn the MWI on or off.

Four Cisco Unity components—Exchange Monitor, Notifier queue, Notifier, and Media Interface Unit or Miu—work together to turn MWIs on and off. Figure 8-1 shows how these components interact.

Figure 8-1 Components That Turn MWIs On and Off

When a new message arrives in a subscriber Inbox, these components work together in the following sequence to turn on (or activate) the MWI for the phone of the subscriber:

1. The Exchange Monitor receives MAPI notification from the Exchange server each time a change occurs in the Inbox of each subscriber (when new voice messages arrive). When the MAPI notification arrives, the Exchange Monitor sends an MWI activation message to the Notifier queue.

2. The Notifier queue adds the MWI activation message as an MWI activation request (with the activation code or extension) to send to the phone system.

3. The Notifier queries the Data Object Hierarchy (DOH) to determine the status of the MWI on the phone of the subscriber.

If the DOH responds that the MWI is turned off, the Notifier sends the MWI activation request in the Notifier queue to the phone system.

If the DOH responds that the MWI is turned on, the Notifier discards the MWI activation request.

4. The Miu—which includes the integration—enables Cisco Unity to communicate successfully with the phone system. The phone system receives the request and activates the MWI on the phone of the subscriber.

5. The phone system sends the new status of the MWI (activated) to the Notifier, which then sends the status to the DOH where Cisco Unity records the MWI status.

When there are no more new messages in the subscriber Inbox (all new messages have been listened to, deleted, or marked as read), the same four Cisco Unity components work together in the following sequence to turn off (or deactivate) the MWI for the phone of the subscriber:

1. The Exchange Monitor receives MAPI notification from the Exchange server each time a change occurs in the Inbox of each subscriber (all voice messages are listened to, deleted, or marked as read). When the MAPI notification arrives, the Exchange Monitor sends an MWI deactivation message to the Notifier queue.

2. The Notifier queue adds the MWI deactivation message as an MWI deactivation request (with the deactivation code or extension) to send to the phone system.

3. The Notifier queries the DOH to determine the status of the MWI on the phone of the subscriber.

If the DOH responds that the MWI is turned on, the Notifier sends the MWI deactivation request in the Notifier queue to the phone system.

If the DOH responds that the MWI is turned off, the Notifier discards the MWI deactivation request.

4. The Miu—which includes the integration—enables Cisco Unity to communicate successfully with the phone system. The phone system receives the request and deactivates the MWI on the phone of the subscriber.

5. The phone system sends the new status of the MWI (deactivated) to the Notifier, which then sends the status to the DOH where Cisco Unity records the MWI status.

What Causes MWIs to Behave Differently Than Expected

The following conditions cause MWIs to behave differently than expected:

(Unified Messaging only) An Inbox rule automatically moves voice messages to another folder. Cisco Unity monitors only the Inbox, so the MWI is not turned on.

The DOH, which records the status of the MWI for each subscriber, received an indication that a request to turn on or turn off an MWI failed when in fact the request succeeded. Consequently, the Notifier may discard subsequent MWI requests.

There are an inadequate number of voice messaging ports on the Cisco Unity server resulting in the ports not being immediately available to dial out for turning MWIs on and off.

An inadequate number of voice messaging ports on the Cisco Unity server are set to Dialout MWI, resulting in the ports being too busy to dial out immediately for turning MWIs on and off.

No voice messaging ports on the Cisco Unity server are enabled to dial out.

(Cisco Unified Communications Manager SCCP integrations) In UTIM, the On Extension and Off Extension fields on the MWI tab do not have the extensions that the phone system requires.

(Cisco Unified Communications Manager SCCP integrations) The settings for the On Extension and Off Extension are switched (for example, the extension that turns on MWIs is entered in the Off Extension field).

(Cisco Unified Communications Manager SCCP integrations) The extensions that turn MWIs on and off are not in the same calling search space that contains the phones and voice mail ports.

The subscriber may not have the correct phone system assignment set on the Subscribers > Subscribers > Profile page.

MWIs are not enabled (the Use MWI for Message Notification check box is not checked) for the subscriber on the Subscribers > Subscribers > Messages page.

An incorrect extension for the subscriber is entered in the Extension field on the Subscribers > Subscribers > Messages page.

The partner Exchange server is shut down or is off line.

The phone system is programmed to send calls to a voice messaging port on the Cisco Unity server that sets MWIs but does not answer calls.

(Cisco Unified Communications Manager) A route plan (or dial plan) overlaps with an MWI extension number, so while the phone system waits for additional digits, Cisco Unity abandons the MWI request and the DOH records that the request failed. The phone system then successfully completes the MWI request.

(PIMG/TIMG serial integrations) A faulty or poorly seated RS-232 serial cable passes data from the phone system to the master PIMG/TIMG unit but not from the master PIMG/TIMG unit to the phone system. The result is that Cisco Unity can send MWI requests to the master PIMG/TIMG unit, but the phone system does not receive them.

Troubleshooting MWIs When They Do Not Turn On or Off in Cisco Unity 8.x

To troubleshoot MWIs when they do not turn on or off, do the procedures for the following components in the order presented:

Miu Component

Resolving Cisco Unified Communications Manager SCCP Integration Problems

Subscriber Phone System Assignment Is Incorrect

Notifier and Notifier Queue Components

Exchange Monitor Component

Miu Component

This section describes troubleshooting the Miu component, which includes the integration. Many MWI problems can be resolved by troubleshooting this component. In addition, if MWI requests reach the Miu, the components that handle MWIs before the Miu probably are processing MWIs correctly. Figure 8-2 shows the focus.

Figure 8-2 Miu Component in the Troubleshooting Process

Do the following procedures in the order given.

To Verify Phone System and Port Settings in UTIM


Step 1 On the Windows Start menu of the Cisco Unity server, click Programs > Cisco Unity > Manage Integrations. UTIM appears.

Step 2 In the left pane, click the applicable integration.

Step 3 For a Cisco Unified Communications Manager SCCP integration, do the following substeps. Otherwise skip to Step 4.

a. In the right pane, click the MWI tab.

b. Confirm that the values in the On Extension and Off Extension fields match the extensions that Cisco Unified Communications Manager uses to turn MWIs on and off.

c. If you changed any settings, click Save.

Step 4 Click the Ports tab.

Step 5 Confirm that the correct port ranges have been assigned to the applicable phone system.

Step 6 Confirm that the range of ports that is assigned to each phone system has been set up on the phone system. (For example, if 24 ports assigned to a phone system in UTIM, the phone system must have 24 ports set up to which Cisco Unity connects.) If the ports have not been set up on the phone system, set up the ports or delete the ports from the Ports tab in UTIM.

Note that PIMG/TIMG serial integrations do not send MWI requests through ports.

Step 7 If you changed any settings, click Save.

Step 8 Confirm the settings on the remaining tabs.

Step 9 Exit UTIM. If prompted, restart the Cisco Unity services.


To Confirm That MWIs Are Enabled for the Subscriber


Step 1 In the Cisco Unity Administrator, go to the Subscribers > Subscribers > Messages page for the subscriber.

Step 2 Confirm that the Use MWI for Message Notification check box is checked.

Step 3 Under MWI Extensions, confirm that the Extension field is set to X (indicating the primary extension assigned to a subscriber) or to the extension number on which MWIs will be set for the subscriber.

Step 4 Confirm that the Switch field is set to the phone system that will set MWIs for the subscriber phone.


To Confirm That the Miu Allows Cisco Unity and the Phone System to Communicate


Step 1 In the Cisco Unity Administrator, go to the Subscribers > Subscribers > Message Notification page for the subscriber.

Step 2 Set up message notification for urgent messages for the subscriber.

Step 3 Send an urgent message to the subscriber. If message notification of the urgent message arrives, the problem with MWIs is probably caused by the integration. Continue with the following "To Troubleshoot Miu Problems" procedure.


To Troubleshoot Miu Problems


Step 1 In the Cisco Unity Administrator, go to the Subscribers > Subscriber > Messages page.

Step 2 Confirm that the Use MWI for Message Notification check box is checked and that the Extension field is either X (which causes Cisco Unity to use the MWI on the subscriber extension) or the subscriber extension.

Step 3 On the Cisco Unity desktop, double-click the Cisco Unity Tools Depot icon.

Step 4 In the left pane of the Tools Depot window, expand Switch Integration Tools.

Step 5 Double-click Port Status Monitor New.

Step 6 In the Ports menu, click Start All.

Step 7 Go to the Subscribers > Subscribers > Messages page, and click Refresh Status.

Step 8 In the right pane of the Port Status Monitor, confirm that the following message appears:

Dialing (MWI) 'X'

Step 9 If the message appears, the MWIs are resynchronized and function correctly. Skip the rest of this procedure.

If the message does not appear, on the Windows Start menu, click Programs > Cisco Unity > Cisco Unity Diagnostic Tool.

Step 10 In the Cisco Unity Diagnostic Viewer, click the Configure Micro Traces icon.

Step 11 Set the following diagnostic traces:

MiuGeneral—0-4, 12, 16

MiuIO—11, 14

MiuMethods—10, 12, 14, 18

MiuIntegration—12

Step 12 In the Cisco Unity Diagnostic Viewer, click the Start New Log Files icon.

Step 13 Leave a message for a subscriber.

Step 14 Review the diagnostic logs to determine the cause of the problems.


Note The command SetMWI is the one that is used by the Miu to set the MWI on a phone.


Step 15 In the Cisco Unity Diagnostic Viewer, click the Reset to Default Traces icon.

Step 16 In the Reset to Default Traces wizard, check the Reset to Default Traces check box, and click Finish.


Resolving Cisco Unified Communications Manager SCCP Integration Problems

Consider the following issues if Cisco Unity has an SCCP integration with Cisco Unified Communications Manager:

The unique extensions for turning MWIs on and off may not have been entered in the Cisco Unified CM server, or the Cisco Unified CM server has not been restarted to enable these values. For instructions on setting these extensions, see the Cisco Unified Communications Manager SCCP Integration Guide at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_installation_and_configuration_guides_list.html.

A Cisco Unified CM route plan may include the unique extensions for turning MWIs on and off. For example, a route plan could send all numbers starting with 9 to a gateway, while the extension that turns MWIs on is 99991. Revise the route plan so it does not include the MWI extensions or alter the extensions. For instructions on setting up route plans, see the applicable Cisco Unified Communications Manager Administration Guide at http://www.cisco.com/en/US/products/sw/voicesw/ps556/prod_maintenance_guides_list.html.

The unique extensions for turning MWIs on and off may not have been entered in the On Extension and Off Extension fields in UTIM, or the Cisco Unity services may not have been restarted to enable these values. Enter the applicable values in UTIM. For instructions on setting these values in UTIM, see the Cisco Unified Communications Manager SCCP Integration Guide at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_installation_and_configuration_guides_list.html.

The IP phone may not be in the same calling search space and partition as the Cisco Unity voice messaging ports. From a phone, dial the extension that turns on MWIs. If you hear the reorder tone, the extension for turning MWIs on is not assigned to the correct calling search space and partition in Cisco Unified CM. If you do not hear the reorder tone but the MWI is not activated or deactivated, a route plan may be causing the problem.

The unique extensions for turning MWIs on and off in Cisco Unified CM may not be identical to the values entered in the On Extension and Off Extension fields in UTIM. Confirm the values and restart the Cisco Unified Communications Manager service on the Cisco Unified CM server and the Cisco Unity services on the Cisco Unity server. For instructions on setting these values, see the Cisco Unified Communications Manager SCCP Integration Guide at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_installation_and_configuration_guides_list.html.

If the site has a publisher (primary) and subscriber (secondary) Cisco Unified CM server, the unique extensions for turning MWIs on and off may not have been set on the subscriber Cisco Unified CM server, or the Cisco Unified Communications Manager service on the subscriber Cisco Unified CM server may not have been restarted to enable these values. On the subscriber Cisco Unified CM server, set the extensions for turning MWIs on and off, and restart the Cisco Unity services on the Cisco Unity server. For instructions on setting these extensions, see the Cisco Unified Communications Manager SCCP Integration Guide at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_installation_and_configuration_guides_list.html.

Subscriber Phone System Assignment Is Incorrect

If the subscriber is assigned to the wrong phone system, do the following procedure.

To Confirm the Subscriber Phone System Assignment (Multiple Phone System or Former Multiple Phone System Integration)


Step 1 In the Cisco Unity Administrator, go to the Subscribers > Subscribers > Profile page.

Step 2 Under Subscriber Information, confirm that the correct phone system is selected in the Switch field for the subscriber. If necessary, select the correct phone system.

Step 3 If you made a change, click Save, and restart Cisco Unity.


Notifier and Notifier Queue Components

If the Miu component does not receive MWI requests, the problem lies earlier in the MWI process. This section describes troubleshooting the Notifier and Notifier queue components.

If MWI requests reach the Notifier queue and the Notifier components, the Exchange Monitor component is probably processing MWIs correctly. Figure 8-3 shows the focus.

Figure 8-3 Notifier and Notifier Queue Components in the Troubleshooting Process

Do the following procedures in the order given.

To Confirm That the Notifier Makes MWI Requests


Step 1 In the Cisco Unity Diagnostic Viewer, click the Reset to Default Traces icon.

Step 2 In the Reset to Default Traces wizard, check the Reset to Default Traces check box, and click Finish.

Step 3 In the Cisco Unity Diagnostic Viewer, click the Configure Micro Traces icon.

Step 4 Check the check boxes for Notifier—12 and 20.

Step 5 In the Cisco Unity Diagnostic Viewer, click the Start New Log Files icon.

Step 6 Leave a message for a subscriber.

Step 7 To view the log files, in the left pane, click Cisco Unity Diagnostic Tool > Processes > AvNotifierMgr, and then click the Current log file.

The selected log file is formatted and appears in the right pane.

Step 8 Check the log for the following:

A Notifier—12 entry with the correct subscriber and extension listed to confirm that the MWI request is made with the correct information.

The entry contains the text "Queued MWI task for mailuser."

Step 9 If the Notifier thinks the MWI is already activated, the Notifier does not make the MWI request. In the Cisco Unity Administrator, go to the Subscribers > Subscribers > Messages page for the subscriber and click Refresh Status.


To Confirm That MWI Requests Are Successful


Step 1 In the log from the preceding "To Confirm That the Notifier Makes MWI Requests" procedure, locate a Notifier—12 entry.

Step 2 If the entry has the text "Completed MWI task for mailuser," the MWI request was successful. If not, depending on the content of the entry, do one of the following:

If the entry has the text "Received: Task" or "Continues Task," the MWI request was not successful. Check the diagnostic log for any problem with the voice messaging ports. See the "To Troubleshoot Port Problems" procedure.

If the diagnostic log indicates that the MWI request was successful, but the MWI is not activated, set diagnostic traces for Notifier—12, MiuIntegration—12, and MiuMethods—20, 21, and review the logs.

Step 3 In the Cisco Unity Diagnostic Viewer, click the Reset to Default Traces icon.

Step 4 In the Reset to Default Traces wizard, check the Reset to Default Traces check box, and click Finish.


Do the following procedure as needed.

To Troubleshoot Port Problems


Step 1 In the Cisco Unity Administrator, go to the System >Ports page, and confirm that some ports are set to Dialout MWI.

For dual phone system integrations, make sure that each phone system has some of its ports set to Dialout MWI.

Step 2 In the Cisco Unity Diagnostic Viewer, click the Reset to Default Traces icon.

Step 3 In the Reset to Default Traces wizard, check the Reset to Default Traces check box, and click Finish.

Step 4 In the Cisco Unity Diagnostic Viewer, click the Configure Micro Traces icon.

Step 5 Set the following diagnostic traces:

Notifier—20

Arbiter—13

ResourceManager—12

Step 6 In the Cisco Unity Diagnostic Viewer, click the Start New Log Files icon.

Step 7 Leave a message for a subscriber.

Step 8 Review the diagnostic logs to determine the cause of the problems.

Step 9 In the Cisco Unity Diagnostic Viewer, click the Reset to Default Traces icon.

Step 10 In the Reset to Default Traces wizard, check the Reset to Default Traces check box, and click Finish.


Exchange Monitor Component

If the Notifier queue and the Notifier do not receive MWI requests, the problem lies earlier with the Exchange Monitor. This section describes troubleshooting the Exchange Monitor component. Figure 8-4 shows the focus.

Figure 8-4 Exchange Monitor Component in the Troubleshooting Process

Do the following procedures.

To Confirm That the Exchange Monitor Detects New Messages


Step 1 In the Cisco Unity Diagnostic Viewer, click the Configure Micro Traces icon.

Step 2 Check the check box for the ExchangeMonitor—13 trace.

Step 3 In the Cisco Unity Diagnostic Viewer, click the Start New Log Files icon.

Step 4 Leave a message for a subscriber.

Step 5 To view the log files, click Cisco Unity Diagnostic Tool > Processes > AvMsgStoreMonitorSvr, and then click the Current log file.

The selected log file is formatted and appears in the right pane.

Step 6 To confirm that the Exchange Monitor detected the new message, check the log for an ExchangeMonitor—13 entry with TABLE_ROW_ADDED or TABLE_ROW_MODIFIED.

Step 7 If these entries do not appear, skip to Step 8.

If these entries appeared, but the MWI is not activated, do the following substeps:

a. In the Cisco Unity Diagnostic Viewer, click the Reset to Default Traces icon.

b. In the Reset to Default Traces wizard, check the Reset to Default Traces check box, and click Finish.

c. Skip to the "To Troubleshoot MWIs That Work for Some Subscribers but Not Others" procedure.

Step 8 In the Cisco Unity Diagnostic Viewer, click the Reset to Default Traces icon.

Step 9 In the Reset to Default Traces wizard, check the Reset to Default Traces check box, and click Finish.


To Troubleshoot Advanced Exchange Monitor Problems


Step 1 On the Windows Start menu, click Programs > Cisco Unity > Unity Diagnostic Tool.

Step 2 In the Cisco Unity Diagnostic Viewer, click the Configure Micro Traces icon.

Step 3 Check the check boxes for the following traces:

AlCommon—10

DalEx—10

DOH—10

ExchangeMonitor—10

SalNT—10

Step 4 In the Cisco Unity Diagnostic Viewer, click the Start New Log Files icon.

Step 5 Leave a message for a subscriber.

Step 6 To view the log files, click Cisco Unity Diagnostic Tool > Processes > AvMsgStoreMonitorSvr, and then click the Current log file.

The selected log file is formatted and appears in the right pane.

Step 7 Review the diagnostic logs to determine the cause of the problem.


To Troubleshoot MWIs That Work for Some Subscribers but Not Others


Step 1 Check the Exchange properties to determine whether the site created its own Cisco Unity profile. If so, check the RPC limit set in the profile. To find the settings, locate the following registry key:

HKEY_USERS\Default\Software\Microsoft\Windows NT\Current Version\Windows Messaging\Profiles\ Unity System Profile\12dbb0c8aa05101a9bb000aa002fc45a


Caution Changing the wrong registry key or entering an incorrect value can cause the server to malfunction. Before you edit the registry, confirm that you know how to restore it if a problem occurs. (See the "Restoring" topics in Registry Editor Help.) Note that for a Cisco Unity failover system, registry changes on one Cisco Unity server must be made manually on the other Cisco Unity server, because registry changes are not replicated. If you have any questions about changing registry key settings, contact Cisco TAC.

Step 2 Confirm that the value 00036604 is set to 06 00 00 00. The fourth bit of the first byte must be set to 05 through 07 or 0C through 0F.

Otherwise, the site has an RPC limit, which prevents an MWI from being updated.


Troubleshooting MWIs When They Are Delayed Turning On and Off in Cisco Unity 8.x

There are several possible reasons that MWIs may be delayed turning on and off. These reasons include:

Restarting the Cisco Unity Server Causes MWI Delay

Cisco Unity Partner Exchange Server Is Down or Is Disconnected

Ports Are Too Busy to Turn MWIs On and Off Promptly

Not Enough Ports Are Set for MWIs

Calls Are Sent to Cisco Unity Ports That Set MWIs but Do Not Answer Calls

MWI Turns On and Off Slowly After the AppleTalk Protocol Is Uninstalled on the Exchange Server (Exchange 2003 Only)

Restarting the Cisco Unity Server Causes MWI Delay

Restarting the Cisco Unity server may result in delayed MWIs until MAPI logon to all subscriber mailboxes has been completed. (MAPI logon is necessary for monitoring each subscriber mailbox for voice messages.) Depending on the size of the subscriber database, it could take several hours to complete the MAPI logon.

Cisco Unity Partner Exchange Server Is Down or Is Disconnected

Messages recorded while the partner Exchange server is down or disconnected are stored in the Unity Messaging Repository (UMR) until the server is brought back up. Because MWIs are not lit until a message is actually delivered to a subscriber, the delay experienced between the time a message is recorded and its delivery and the lighting of the MWI is entirely dependant on the length of time that the primary Exchange server was down or disconnected.

Ports Are Too Busy to Turn MWIs On and Off Promptly

When the ports that turn MWIs on and off are also set to perform other operations, they may be too busy to turn MWIs on and off promptly. You can improve MWI performance by taking the following actions:

Dedicate a number of ports exclusively to turning MWIs on and off.

Make sure that the entry point of the Cisco Unity hunt group for ports is not a port that also handles MWIs.

Use the last ports assigned to a phone system to turn MWIs on and off.

For systems that handle a large volume of calls, install additional ports.

To Review Port Configuration for Message Waiting Indication


Step 1 In the Cisco Unity Administrator, go to the System > Ports page.

Step 2 Review the existing port configuration and determine if one or more ports can be set only to Dialout MWI.


Not Enough Ports Are Set for MWIs

When Cisco Unity takes a lot of messages, the ports assigned to turn MWIs on and off may not always be able to dial out promptly. A single port set to dial out only for Message Waiting Indication with an IP phone system integration can change approximately 10 to 15 MWIs per second, depending on the phone system. An integration with a circuit-switched phone system can take up to seven seconds per MWI change.

If the percentage of ports used does not exceed 40 percent usage during peak periods, then the number of message waiting indication ports is adequate. If the percentage of ports used exceeds 40 percent usage during peak periods, review the existing port configuration and determine if one or more additional ports can be set only to Dialout MWI.

To Determine Whether the Number of Message Waiting Indication Ports Is Adequate


Step 1 On the Cisco Unity server desktop, double-click the Cisco Unity Tools Depot icon.

Step 2 In the left pane, under Reporting Tools, double-click Port Usage Analyzer.

Step 3 In the Port Usage Analyzer window, click the Port Availability tab.

Step 4 In the Data Logs Folder field, enter the path to the data logs. The default location of the data_AVCsMgr_<date>.log files is the CommServer\Logs directory.

Step 5 In the Select Day field, click the day for which you want port usage analyzed.

Step 6 Click Load Data. A summary of the port usage information appears in a dialog box.

Step 7 (Optional) To generate a report, on the Port Availability tab, click Run Report.

Step 8 If the percentage of ports used exceeds 40 percent usage during peak periods, go to the System > Ports page in the Cisco Unity Administrator, then continue with Step 9.

If the percentage of ports used does not exceed 40 percent usage during peak periods, the number of message waiting indication ports is adequate.

Step 9 Review the existing port configuration and determine whether one or more additional ports can be set only to Dialout MWI.


Calls Are Sent to Cisco Unity Ports That Set MWIs but Do Not Answer Calls

If the phone system is programmed to send calls to a port on Cisco Unity that is configured to set MWIs and not to answer calls, MWIs may be delayed.

To Confirm That Calls Are Being Sent to the Correct Cisco Unity Ports


Step 1 In the Cisco Unity Administrator, go to the System > Ports page.

Step 2 Note which ports are designated to answer calls.

Step 3 In the phone system programming, confirm that calls are only being sent to ports designated to answer calls.

Step 4 If you make a change to the phone system programming, restart the Cisco Unity server.


MWI Turns On and Off Slowly After the AppleTalk Protocol Is Uninstalled on the Exchange Server (Exchange 2003 Only)

When you install and then uninstall the AppleTalk protocol on the Exchange server on which Cisco Unity subscribers are homed, a value remains in the Winsock file that prevents Exchange from registering for push notifications. Consequently, all MAPI clients use a polling mechanism that is less reliable than a push notification.

The AppleTalk protocol is not supported for Exchange 2007.

Do the following procedure.

To Change the Registry to Enable Exchange to Push Notifications


Step 1 On the Cisco Unity server, click Start > Run.

Step 2 In the Open field, enter Regedit and press Enter. The Registry Editor appears.


Caution Changing the wrong registry key or entering an incorrect value can cause the server to malfunction. Before you edit the registry, confirm that you know how to restore it if a problem occurs. (See the "Restoring" topics in Registry Editor Help.) Note that for a Cisco Unity failover system, registry changes on one Cisco Unity server must be made manually on the other Cisco Unity server, because registry changes are not replicated. If you have any questions about changing registry key settings, contact Cisco TAC.

Step 3 If you do not have a current backup of the registry, click Registry > Export Registry File, and save the registry settings to a file.

Step 4 Expand the key

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Winsock\Parameters

and delete AppleTalk.

Step 5 Expand the key

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Exchange\Exchange Provider\ Rpc_Svr_Binding_Order

and delete ncacn_at if it is present.

Step 6 Expand the key

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Rpc\ClientProtocols

and delete ncacn_at_dsp.

Step 7 Close the Registry Editor.

Step 8 For the settings to take effect, exit and restart the Cisco Unity software.


Troubleshooting MWIs When They Sometimes Do Not Turn Off in Cisco Unity 8.x

There are three possible reasons for MWIs not turning off as expected:

MWIs Have Lost Synchronization

Cisco Unity Uses Port Memory (PIMG/TIMG Integrations)

MWIs Are Randomly Turned On

MWIs Have Lost Synchronization

MWIs may lose synchronization if, for example, the phone system is off line when an MWI status changes.

Do the following procedure.

To Resynchronize MWIs


Step 1 On the Windows Start menu on the Cisco Unity server, click Programs > Cisco Unity > Manage Integrations. UTIM appears.

Step 2 For the integration node, click the Properties page.

Step 3 In the MWI Synchronization section, click Resynchronize Now.

Step 4 If applicable, check the Resynchronize At check box, and choose the time that you want the system to resynchronize the MWIs. We recommend choosing a time outside of regular business hours because of the Cisco Unity resources needed for resynchronization.


Cisco Unity Uses Port Memory (PIMG/TIMG Integrations)

When MWIs turn on but do not turn off, the cause may be port memory. For Avaya, Rolm, and Siemens Hicom phone system integrations, Cisco Unity must use the same port for turning off an MWI that was used for turning on the MWI. When Cisco Unity is integrated with one of these phone systems and uses a different port for turning off an MWI, the MWI request for turning off the MWI fails.

Note that this problem does not apply to PIMG/TIMG serial integrations.

If your phone system requires port memory, do the following procedure to confirm that Cisco Unity uses port memory.

To Confirm That Cisco Unity Uses Port Memory (PIMG/TIMG Integrations)


Step 1 On the Windows Start menu on the Cisco Unity server, click Programs > Cisco Unity > Manage Integrations. UTIM appears.

Step 2 For the integration node, click the Properties page.

Step 3 In the right pane, click the PIMG tab.

Step 4 Confirm that the In-Band with Port Memory option is selected.

Step 5 Exit UTIM.


MWIs Are Randomly Turned On

When either the Cisco Unity server or the Exchange partner server has a Broadcom NIC installed with the TCP Checksum Offload feature enabled, message waiting indicators may be randomly turned on for subscribers who do not have new messages.

To resolve this problem, disable the TCP Checksum Offload feature. For details, see the NIC manufacturer documentation.

Troubleshooting MWIs When No Message Count Is Given on the Phone in Cisco Unity 8.x

For Cisco Unified Communications Manager integrations, Cisco Unity typically provides a message count when the user logs on by phone. If the message count is not given, message counts have not been enabled for new messages. To enable message counts for the applicable new messages, do the following procedure.

To Enable Message Counts for New Messages


Step 1 In the Cisco Unity Administrator, go to the Subscribers > Subscribers > Messages page.

Step 2 Under MWI Extensions, check the Send Counts check box.

Step 3 Click Save.


Additional References

More information about setting up MWIs can be found in the following documents:

Cisco Unity integration guides for various phone systems at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_installation_and_configuration_guides_list.html.

System Administration Guide for Cisco Unity Release 8.x at http://www.cisco.com/en/US/docs/voice_ip_comm/unity/8x/administration/guide/8xcusagx.html.

Release Notes for Cisco Unity at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_release_notes_list.html.