Version 5.2/5.4 57 January 2009
Troubleshooting Guide 10. IP Voice Mail and Unified Messaging
10 IP Voice Mail and Unified Messaging
This section deals with troubleshooting for IP voice mail and Unified Messaging:
''I Cannot Retrieve Voice Mail Messages'' on page 57
''Why Does
IP Voice Mail Request My Extension Number for Retrieving Voice Mail'' on
page 57
''I Cann
ot Leave Voice Mail Messages'' on page 58
''Me
ssage Waiting Indication Does Not Function'' on page 59
''I Cann
ot Transfer Calls to Users in Unified Messaging'' on page 60
10.1 I Cannot Retrieve Voice Mail Messages
Table 10-1: Voice Mail Retrieval Troubleshooting
Possible Cause Solution
1.
The Tel-to-IP call setup is
not configured correctly.
Ensure that the device receives a call from the PBX and that it
sends a SIP INVITE message to the IP voice mail system. If it
does not, refer to troubleshooting for Tel-to-IP calls (refer to
''How Do I Troubleshoot Tel-to-IP Call Setup'' on page 27).
10.2 Why Does IP Voice Mail Request My Extension
Number for Retrieving Voice Mail
The correct operation for retrieving IP voice mail is for the user to enter only a PIN number.
However, the IP voice mail system may erroneously request the user's extension number in
addition to the PIN number for access to voice mail.
Table 10-2: Extension Number for Voice Mail Retrieval Troubleshooting
Possible Cause Solution
1.
The PBX does not send
calling number information
to the device.
The solution to this problem depends on the type of voice mail
integration:
Using DTMF:
a. Use the Syslog to verify that after the device seizes the
line, the PBX sends a digit pattern that includes the
calling number information.
b. Verify that the correct digit patterns are configured for
the parameters 'Internal Call Digit Pattern' and 'External
Call Digit Pattern' on the 'Voice Mail Setting' page (Web
path SW Ver. 5.2: Protocol Management menu >
Advanced Applications submenu > Voice Mail; Web
path SW Ver. 5.4 and later: Configuration tab >
Advanced Applications menu > Voice Mail Settings).
Using SMDI: Use the Syslog to verify that the PBX sends an
SMDI message which includes the calling number.
Using QSIG: Use the Syslog to verify that the calling number
is included in the SETUP message received from the PBX.
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