This topic describes an MWI troubleshooting scenario.
- Voicemail is working normally.
- Messages can be recorded and retrieved.
- The MWI is not working.
- On IP phones, the MWI light does not change to indicate that there are new messages.
In this MWI troubleshooting scenario, a company uses a Cisco Unity Express voicemail solution with Cisco Unified Communications Manager Express. Voicemail is working normally. All users are able to access their voicemail. Messages can be recorded and retrieved.
However, the MWI is not working. On IP phones, the MWI light does not change to indicate that there are new messages. What may cause this issue?
Occasionally, the MWI setting for a telephone can be out of synchronization with the message status in the voicemail database. For example, a user could have pending messages, but the MWI does not turn on. The administrator can refresh the MWI light so that the light reflects the current message status in the voicemail database. Use the following procedure to refresh the MWI for a single mailbox or for all mailboxes:
- Choose Voice Mail > Message Waiting Indicators > Refresh.
- To refresh one mailbox, check the box next to the user or group ID of the mailbox owner and click Refresh Selected. To refresh all mailboxes, click Refresh All.
Cisco Unity Express will send MWI messages to refresh the MWI state. These messages are useful when troubleshooting or debugging MWI problems.
Enable Cisco Unity Express MWI tracing. Place a call, leave a voicemail message, and view the trace output. Use the
trace voicemail mwi all command.
You can also verify the MWI notification by using the Cisco Unified Communications Manager Express
debug ccsip message command.
In this example, the DTMF method was not set on the dial peer in Cisco Unity Express. So there was no match in the DTMF method configuration on Cisco Unified Communications Manager Express and Cisco Unity Express.