Voice Mail Messages not reaching e-mail boxes

I have an Exchange 2010 server and a Panasonic phone system with voice mail. Until recently my users could transfer voice mail messages to their e-mail as an attached WAV file. I have not made any significant changes that should affect this functionality.
I worked with a voice system technician who verified that the messages are being created and sent by the VM System. However, they are no longer being delivered to the users e-mail box.
I checked to make sure that the password is correct for the mail account, I have white listed the voicemail system in the Exchange Server, and I have tested e-mail to and from the special e-mail account established for this purpose and all seem to work correctly.
I am wondering if there is some new security requirement or SPAM filter in Exchange which might be getting in the way.

See:
http://technet.microsoft.com/en-us/library/bb124531(v=exchg.141).aspx
By default, the Receive connector protocol log files are located at C:\Program Files\Microsoft\Exchange Server\V14\TransportRoles\Logs\ProtocolLog\SmtpReceive, and the Send connector protocol log files are located at C:\Program Files\Microsoft\Exchange Server\V14\TransportRoles\Logs\ProtocolLog\SmtpSend.
The directory must be local to the Exchange 2010 computer.
If Exchange received the message, you can also check message tracking on the Exchange Server.
Twitter!: Please Note: My Posts are provided “AS IS” without warranty of any kind, either expressed or implied.

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I'm running Unity Express 8.0.2.
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Hi
From memory, you can add the second extension number as the "Primary E.164 number" on the user associated with the voicemail box.
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Dave Post wrote:
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Sowmya,
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SXMB_ADM --->integration engine config -
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I have a Cisco Unity Communications Manager rel 9.1.2 that supports a remote location with a Unity Express rel 8.6.6 voice mail service module in the voice gateway to insure if WAN goes down the location still has voice mail. We have Voice Mail to E-Mail working. The problem is that when the e-mail with the voice mail is deleted the message stays in the Unity Express Voice Mail Box. All of our local users on the same Call Manager Cluster using a local Unity Connection Cluster rel 9.1.2 have the voicemails deleted when the e-mail is deleted.
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Found another post that referenced Cisco Bug ID CSCti37610.
CUC plays message is from Unity Connection Messaging system
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Restart the Unity Connection servers
It should have been fixed in 8.5 but we did change the SMTP domain name on 8.6 and now see the problem. Will schedule a reboot and see if the issue goes away.

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I have an issue that I ran into with CIPC phones over a VPN. If a CIPC phone called over a VPN and started ringing a phone the call would fail with fast busy at the time the call would be forwarded to voicemail. I found the issue was when remote the CIPC phone would negotiate the g.729 codec, when forwarded to a voicemail pilot over a SIP trunk set to g.711 the call would fail due to codec missmatch when no transcoders are present.
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1. CIPC and Jabber share the same line
2. VPN established and CIPC optimised for low bandwidth un-checked
3. Over the same VPN the CIPC phone can leave a voicemail
4. Over the same VPN the Jabber client gets fast busy once forwarded to voicemail
5. Voicemail environment is Exchange-UM over SIP trunk
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7. On CIPC if optimised for low bandwidth is checked I get the exact same issue as I get with the Jabber client (fast busy when forwarded to voicemail)
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We have been getting the exact same thing for almost a year now... since switching to FiOS Digital Voice in May of last year! Every time I call in to report it they 'escalate' the issue but it never gets resolved. The problem seems to be in the initial connection. Most of the time it works fine but, several times a month, after I call to get messages and it starts to play the new message it goes dead and I get the busy signal. I get the same message when I call back: “I’m sorry – that account is in use at this time. Please try again later!” I have even called in with my cell phone and get the same message! I HAVE EVEN used the Internet to see if I could get my messages and, when I hit Play, I get a pop-up saying: “Your Voice Mail box is currently in being accessed; please try again later. If the problem continues, please contact our Customer Support Center at 1-888-553-1555. We apologize for any inconvenience.” This is obviously a software bug that Verizon has no clue on how to troubleshoot OR fix!!! I wonder how many people have the problem and just don’t bother reporting it because of the hassle? When it first started happening they destroyed my entire mailbox and I had to re-enter the complete mailbox setup again – 3 times!!! NEVER let them talk you into that!!! It’s their problem and they need to fix it!!!!!!! I wish I could go back to the ‘normal’ voicemail we originally had… they want hundred$ to switch back because I’d be breaking my #$@%^&* contract! Good luck if you have Verizon………

Fast busy, esp when accessing Voice Mail on FiOS Digital Voice

When we have new messages and call into voice mail and enter passcode, the voicemail guy starts talking and all of the sudden we get the dreaded fast busy. So then we have to hang up and try again, then get the old "I'm sorry, that account is in use". So then we have to wait about ten minutes and try again, and this is getting very frustrating. I called in a trouble ticket for it and nobody seems to have a clue. In fact, while I was on the phone with tech support I got the fast busy about ten minutes into the call and didn't receive a call back, so I had to call it in all over again! We just got FiOS back in May. Before that we had T-Mobile @Home for our home phone, and it was rock solid and trouble-free! So I expected a fiber optic Verizon home phone to be at least as reliable as a Linksys router with a T-Mobile SIM card in it - but boy was I wrong! And now that TMO has stopped selling @Home I can't switch back. Also, the Verizon voicemail is very frustrating to begin with. The TMO voicemail system lets you listen to your message, then press 7 to delete it after you've heard it. The VZ voicemail forces you to press 3 to delete the message while it's still playing. Otherwise, after all your messages are done playing, you have to go back and play them over again, deleting them while they are still playing. I just cannot figure out whey they would design a voicemail system so cumbersome and frustrating. Not to mention, TMO gave you the option of bypassing the password security when accessing from your home phone. VZ makes you put the password in every time. Help! I'm sure there is someone on these boards that is way smarter than anyone I can get on the phone. Thanks!

We have been getting the exact same thing for almost a year now... since switching to FiOS Digital Voice in May of last year! Every time I call in to report it they 'escalate' the issue but it never gets resolved. The problem seems to be in the initial connection. Most of the time it works fine but, several times a month, after I call to get messages and it starts to play the new message it goes dead and I get the busy signal. I get the same message when I call back: “I’m sorry – that account is in use at this time. Please try again later!” I have even called in with my cell phone and get the same message! I HAVE EVEN used the Internet to see if I could get my messages and, when I hit Play, I get a pop-up saying: “Your Voice Mail box is currently in being accessed; please try again later. If the problem continues, please contact our Customer Support Center at 1-888-553-1555. We apologize for any inconvenience.” This is obviously a software bug that Verizon has no clue on how to troubleshoot OR fix!!! I wonder how many people have the problem and just don’t bother reporting it because of the hassle? When it first started happening they destroyed my entire mailbox and I had to re-enter the complete mailbox setup again – 3 times!!! NEVER let them talk you into that!!! It’s their problem and they need to fix it!!!!!!! I wish I could go back to the ‘normal’ voicemail we originally had… they want hundred$ to switch back because I’d be breaking my #$@%^&* contract! Good luck if you have Verizon………

Voice mail as last stop for hunt group

Hello:
We have no ACD ability, so I have a hunt group set up with 3 extensions (one each as second line on each of 3 phones). If no one is available on any of the hunt extensions, I want it to go to a shared voice mail box.
Can anyone help me know if this is do-able and how (nothing I've tried has worked!). Using CM 6.1/Unity 5.0
Thank you,
Linda

Hi Linda,
This is most possible :) I'm going to add a touch to the great info from Tere (+5 points for this Tere)
In this example we are going to do what you are trying to do as well as Light the MWI Lamp on the phones within the Line Group when a Message is left for the group.
Lets say the Hunt Pilot number is 5000 and one of the second line DN's on the Line Group member phones is 2355. Set the Hunt Pilot to Forward (CFNA) to the Unity Pilot #.
If you don't use a Routing Rule as nicely suggested by Tere you can Create a mailbox for 2355 with 5000 as an Alternate Extension. When the call routes through to Unity via the Hunt Pilot No Answer Unity should see the CLID of 5000 which will then be connected to the Mailbox on 2355. This will take care of one of the Line Group Member phones but we want to light the Lamp on the second and third phone as well :)
Try setting the the DN's of the other two Line Group members as Alternate MWI's (in Unity) as well;
Setting Up Alternate MWIs for Extensions on the Same Phone System
Cisco Unity can activate alternate MWIs for extensions on the same phone system. Note that depending on the phones and phone systems, some additional phone system programming may be necessary. Refer to the installation guide for the phone system.
To enable alternate MWIs for extensions on the same phone system, do the following procedure for each subscriber who needs alternate MWIs.
To Set Up Alternate MWIs for Extensions on the Same Phone System
Step 1 In the Cisco Unity Administrator, go to the applicable Subscribers > Subscribers > Messages page.
Step 2 Confirm that the Use MWI for Message Notification check box is checked.
Step 3 Click the Add button located beneath the MWI Extensions table to add a row to the table. By default, the first row in the table contains an "X" to indicate the primary extension assigned to a subscriber. If you want one more extension and do not need to activate the MWI on the primary extension, you can also modify the first row.
Step 4 Enter the applicable extension in the Extension field of the table. MWIs are automatically enabled for all rows in the table. When entering characters in the MWI Extensions table, consider the following:
â¢Enter digits 0 through 9. Do not use spaces, dashes, or parentheses.
â¢Enter , (comma) to insert a one-second pause.
â¢Enter # and * to correspond to the # and * keys on the phone.
Step 5 Click the Save icon.
Step 6 Repeat Step 3 through Step 5 as necessary.
http://www.cisco.com/en/US/docs/voice_ip_comm/unity/401/integration/guide/c50acu4x.html#wp1808513
Then tweak the Message Lamp Setting in CCM for the second Line appearances;
For the second Line Setting on (each phone)-
Line Settings for this Device - Changes affect only this device
Message Waiting Lamp Policy - Light and Prompt
The RED Message Lamp will then work for these Second lines on each phone.
Hope this helps!
Rob

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