MWI Troubleshooting

troubThis topic describes how to troubleshoot MWI issues.

When MWIs do not turn on or off:

Component Action
Phone system Run the Check Telephony Configuration test.
Ports Confirm that voice-messaging ports are assigned to send MWI requests (Dialout MWI).
Port group Confirm that the port groups for the phone-system integration enable MWIs.
Port group Confirm that the settings are correct for the MWI On Extension and the MWI Off Extension fields. (SCCP only.)
Phone-system basics Confirm that MWIs for the phone system are not forced off.
User Confirm that the MWI is enabled for the user.
User Confirm that the correct phone system is assigned to the MWI for the user.
No results Enable macro traces on Cisco Unity Connection.

When troubleshooting MWI issues, follow these steps:

  1. Run the Check Telephony Configuration test for the relevant phone system.
  2. Confirm that voice-messaging ports for the phone-system integration are assigned to send MWI requests.
  3. Confirm that the port groups for the phone-system integration enable MWIs.
  4. Confirm that the settings are correct for the MWI On Extension field and the MWI Off Extension field for SCCP phones.
  5. Confirm that MWIs for the phone system are not forced off.
  6. Confirm that the MWI is enabled for the user.
  7. Confirm that the correct phone system is assigned to the MWI for the user.
  8. Confirm that the extensions that turn MWIs on and off are in the same CSS that contains the phones and voicemail ports.
  9. Verify whether the Cisco Unity Connection server was upgraded, restored by using the Disaster Recovery System, or experienced an event that disrupted MWI synchronization.
  10. If the preceding tasks did not resolve the MWI problem, enable macro traces for MWIs.

Resynchronize MWIs for the system after a server is restored by using the Disaster Recovery System, after upgrading a system, or after a WAN outage in a system that has distributed voice-messaging through Cisco Unified SRST routers or Cisco Unified Communications Manager Express routers in Cisco Unified SRST mode.

There is a delay before MWIs turn on or off:

  • If MWIs are synchronized for a phone-system integration, MWIs for messages might be delayed.
  • Port Activity Report: The number of ports assigned to handle MWI requests is insufficient. A possible solution is to install more ports for systems that handle a large volume of calls.
  • Two or more port groups are in the phone-system integration. Make sure that all of the port groups are correctly configured for MWIs.

Use the following troubleshooting information if there is a delay in turning MWIs on or off:

  • If MWIs are being synchronized for a phone-system integration, delayed MWIs for messages might result from the additional MWI requests that are being processed.
  • The number of ports that are assigned to process MWI requests might be insufficient. For systems that process a large volume of calls, extra ports might need to be installed.
  • If two or more port groups are in the phone-system integration, make sure that all of the port groups are correctly configured for MWIs.
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Author: drbabbers

ccieme.wordpress.com - my personal journey to ccie