Feedback
Table Of Contents
Frequently Asked Questions About MWIs
MWIs Are Not Being Turned On and Off at All for Multiple Subscribers
Phone System Settings Are Incorrect
Phone System Is Not Set To Turn MWIs On and Off
Phone System Is Not Able To Turn MWIs On and Off
DTMF Duration and Delay Settings Are Incorrect (Circuit-Switched Phone Systems Only)
MAPI Logon Delay After Restarting the Cisco Unity Server
MWIs Are Not Being Turned On and Off at All for a Subscriber
Subscriber Phone System Assignment Is Incorrect (Dual Integrations Only)
Subscriber MWI Settings Are Incorrect in Cisco Unity
MWIs Are Being Turned On and Off Slowly
Exchange and Cisco Unity Need To Be Restarted
Cisco Unity Primary Exchange Server Is Down or Is Disconnected
Ports Are Too Busy To Turn MWIs On and Off Promptly
Not Enough Ports Are Set for Message Waiting Indication
Calls Sent to the Wrong Cisco Unity Ports Cause the Ports To Hang
MWIs Are Sometimes Not Being Turned Off
MWIs Have Lost Synchronization
Phone System Restricts Message Waiting Indication
Message Waiting Indicators
About Problems with MWIs
Problems with message waiting indicators (MWIs) fall into three categories:
When MWIs are not working at all, a phone system integration problem or Cisco Unity setup problem is the likely cause. See the "MWIs Are Not Being Turned On and Off at All for Multiple Subscribers" section. Isolated complaints about MWIs not working can be caused by a problem with a subscriber phone or settings. See the "MWIs Are Not Being Turned On and Off at All for a Subscriber" section.
Additional information about MWI issues can be found in the "Frequently Asked Questions About MWIs" section.
Some Cisco Unity setup problems can prevent prompt activation of MWIs. See the "MWIs Are Being Turned On and Off Slowly" section.
Some phone systems may require special port setup for MWIs. See the "MWIs Are Sometimes Not Being Turned Off" section.
.
Frequently Asked Questions About MWIs
MWIs Are Not Being Turned On and Off at All for Multiple Subscribers
There are several possible reasons that MWIs may not be turned on and off at all for multiple subscribers. In this section, possible causes are listed in order, from most likely to least likely to occur:
•
Phone System Settings Are Incorrect
•
•
•
•
Phone System Settings Are Incorrect
When the phone system settings in the Cisco Unity Administrator do not match the type of phone system that Cisco Unity is connected to, Cisco Unity may not turn MWIs on and off.
To verify phone system settings in the Cisco Unity Administrator
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
If the phone system values and port assignments are correct, if the integration uses multiple Cisco CallManager clusters, and if MWIs still do not turn on and off, continue with the procedure, To verify multiple cluster phone system settings (Cisco CallManager integration only).
If the integration uses multiple Cisco CallManager clusters, Cisco Unity must have at least one port connected to each Cisco CallManager cluster that is designated for MWI only.
To verify multiple cluster phone system settings (Cisco CallManager integration only)
Step 1
Step 2
Step 3
Step 4
If the phone system values and port assignments are correct, and MWIs still do not turn on and off, continue with the "MWI Codes Are Incorrect" section.
MWI Codes Are Incorrect
Cisco Unity may be sending the wrong code to the phone system for turning MWIs on or off. If the On code is wrong, MWIs will not be turned on for any subscriber. If the Off code is wrong, MWIs will not be turned off once they have been turned on.
Some phone systems may not allow you to change MWI codes. If that is true for your phone system, the MWI On Code and MWI Off Code boxes will not be available in the Cisco Unity Administrator. For help resolving this problem, contact the Cisco Technical Assistance Center (TAC).
To verify the MWI codes (analog integrations only)
Step 1
Step 2
Step 3
If either of the codes in the Cisco Unity Administrator is different from the related code for the phone system, change the value in Cisco Unity, and continue with Step 4.
If both codes in the Cisco Unity Administrator are correct, contact Cisco TAC to resolve the problem.
Step 4
Step 5
Phone System Is Not Set To Turn MWIs On and Off
When the phone system is not set to turn MWIs on and off, it does not matter whether Cisco Unity is sending the codes that the phone system is expecting. The MWIs will not be turned on or off.
In the phone system programming, confirm that the phone system is set to turn MWIs on and off.
Phone System Is Not Able To Turn MWIs On and Off
To test whether the phone system can turn MWIs on and off (Cisco CallManager integration only)
Step 1
If the indicator turns on, continue with Step 2. If not, skip to Step 3.
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Step 10
If you hear a reorder tone, then the MessageWaitingOnDn and MessageWaitingOffDn settings are not correct on Cisco CallManager. Return to Step 3.
If you do not hear reorder tone, but the MWIs are not on or turned off, then your route plan may be causing the problem. Review the route plan and return to Step 5.
Step 11
To test whether the phone system can turn MWIs on and off (analog voice lines that use the analog MWI method only)
Step 1
Step 2
Step 3
If the MWI is not on, contact the phone system vendor to resolve the problem.
Step 4
Step 5
If the MWI is not off, contact the phone system vendor to resolve the problem.
Step 6
Step 7
If running the Learn Tones utility does not resolve the problem, continue with the "DTMF Duration and Delay Settings Are Incorrect (Circuit-Switched Phone Systems Only)" section.
DTMF Duration and Delay Settings Are Incorrect (Circuit-Switched Phone Systems Only)
If Cisco Unity is dialing longer or shorter tones than the phone system is expecting, the phone system may not realize that Cisco Unity is trying to turn MWIs on and off. The same miscommunication may occur if Cisco Unity is waiting a longer or shorter period to dial the next digit than the phone system is expecting.
To verify the DTMF duration and delay settings
Step 1
Step 2
Step 3
If either of the Cisco Unity values is different from the related phone system value, contact Cisco TAC to correct the value.
MAPI Logon Delay After Restarting the Cisco Unity Server
Restarting the Cisco Unity server may result in delayed message waiting indication until MAPI logon to all subscriber mailboxes has been completed. Depending on the size of the subscriber database, it could take several hours to complete the MAPI logon.
MWIs Are Not Being Turned On and Off at All for a Subscriber
There are several possible reasons that MWIs may not be turned on and off at all for a single subscriber. In this section, possible causes are listed in order, from most to least likely to occur:
•
•
Subscriber Phone System Assignment Is Incorrect (Dual Integrations Only)
To verify subscriber phone system assignment
Step 1
Step 2
Step 3
Subscriber MWI Settings Are Incorrect in Cisco Unity
Subscriber message settings control whether an MWI is used for message notification. They also control which primary and alternate extensions receive MWI on and off commands for the subscriber from the phone system. Note that a subscriber can have up to ten alternate extensions.
To verify subscriber MWI settings in Cisco Unity
Step 1
Step 2
Step 3
Step 4
An MWI Is Malfunctioning
When an MWI problem is limited to a single subscriber, the subscriber phone may have a malfunctioning MWI.
To test an MWI
Step 1
Step 2
If you have a circuit-switched phone system integration, leave a test message for the subscriber.
Step 3
If the MWI is still not working, contact Cisco TAC.
MWIs Are Being Turned On and Off Slowly
There are several possible reasons that MWIs may be turned on and off slowly, as follows:
•
•
•
•
•
Exchange and Cisco Unity Need To Be Restarted
There may be a situation in which the communication between Cisco Unity and Exchange slows down to the point where it takes 30-60 seconds for a message waiting indicator to be turned on or off. In this case, the communication between Cisco Unity and the phone system is not affected.
To restart Cisco Unity and Exchange
Step 1
Step 2
Step 3
Step 4
Step 5
Cisco Unity Primary Exchange Server Is Down or Is Disconnected
Messages recorded while the primary Exchange server is down or disconnected are stored until the server is brought back up. Since 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 is entirely dependent on the amount 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 dedicating a smaller number of ports exclusively to turning MWIs on and off.
You can also improve MWI performance by making sure that the entry point of the Cisco Unity port-hunting chain is not a port that also handles MWIs.
Systems that handle a large volume of calls may require additional ports to improve MWI performance.
To review port configuration for message waiting indication (non-serial integrations only)
Step 1
Step 2
Not Enough Ports Are Set for Message Waiting Indication
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 240 to 360 MWIs per hour, depending on the phone system. An analog integration can take up to 7 seconds per MWI change.
To determine if the number of message waiting indication ports is adequate
Step 1
Step 2
If the value of 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 3.
If the value of Percentage Of Ports Used does not exceed 40 percent usage during peak periods, then the number of message waiting indication ports is adequate. Contact Cisco TAC to resolve the problem.
Step 3
Calls Sent to the Wrong Cisco Unity Ports Cause the Ports To Hang
If the phone system is programmed to send calls to a port on Cisco Unity that is not configured to answer calls, Cisco Unity will not answer the call. In addition, for systems equipped with certain voice cards, the call will never be dropped. This means the port will not be used again for its designated purpose (for example, turning message waiting indicators on and off) until the Cisco Unity server is restarted.
To confirm that calls are being sent to the correct Cisco Unity ports
Step 1
Step 2
Step 3
Step 4
MWIs Are Sometimes Not Being Turned Off
In this section, possible reasons that MWIs are not turned off are described. The possible causes are listed in order, from most likely to least likely to occur:
•
•
MWIs Have Lost Synchronization
MWIs may lose synchronization if, for example, the phone system is off-line when an MWI status changes.
To resynchronize MWIs
Step 1
Step 2
Step 3
Phone System Restricts Message Waiting Indication
Some phone systems require that the same port that turns on an MWI also must turn it off. When multiple ports are set for message waiting indication on such a phone system, MWIs may be turned off intermittently.
To test for a phone system restriction on message waiting indication (circuit-switched phone systems only)
Step 1
Step 2
Step 3
Step 4
If the MWI on Phone 3 is still on, and you have confirmed that the MWI code you are using is correct, contact Cisco TAC.
Step 5
If the MWI is on, continue with Step 6.
If the MWI is off, you can use more than one port to dial out for MWIs, and a phone system restriction is not causing MWIs to be turned off intermittently. Contact Cisco TAC to resolve the problem.
Step 6
If the MWI is off, this means that a port that turns on an MWI must also be the port that turns off the MWI. In the Cisco Unity Administrator, set only one port to dial out for Message Waiting Indication.