Mailbox Issue Troubleshooting

This topic describes an example of a mailbox troubleshooting scenario.

  • A company is using Cisco Unity Express voicemail in a medium-sized office environment.
  • Voicemail appears to be working for most users.
  • However, a few subscribers cannot access their voicemail.

In this mailbox troubleshooting scenario, a company uses a Cisco Unity Express voicemail solution with Cisco Unified Communications Manager Express in a medium-sized office environment. Voicemail appears to be working for most users. However, a few subscribers cannot access their voicemail.

Most subscribers can use their mailboxes, so it seems that voicemail integration between Cisco Unified Communications Manager Express and Cisco Unity Express is working. The first step is to verify that individual IP phones are configured correctly in Cisco Unified Communications Manager Express.

Check that the IP phones that are associated with the users who are reporting problems are configured to forward calls to the correct voicemail extensions. Compare the phones that are having problems with IP phones that work.

Verify the Cisco Unity Express mailbox configuration as follows:

  • Check that the subscriber has an associated mailbox.
  • Verify that the mailbox is enabled.
  • Verify that the extension of the subscriber is designated as a primary extension. Cisco Unity Express does not send an MWI to an E.164 number.

Occasionally, a mailbox becomes locked, and the owner cannot access the stored messages. A “mailbox is currently in use” message is typically played when a user tries to access a mailbox that is locked.

To unlock the mailbox, choose Voice Mail > Mailboxes. Check the box next to the mailbox that you want to unlock and click Unlock.

If these steps do not resolve the issue, enable Cisco Unity Express Mailbox trace options by using the GUI. Attempt to access a mailbox and then view the trace output via the CLI.

Advertisements

Author: drbabbers

ccieme.wordpress.com - my personal journey to ccie