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Cisco UCM and MS Exchange UM 2013 - MWI and old message mystery

Posted on 2014-01-30
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We have Cisco Unified Communications Manager 7.1 and we have used MS Exchange UM for voice mail.  We are converting the first test users over to MS Exchange UM 2013 and there are a couple of oddities with which I'd like help.

1)  The Message Waiting Light (MWI) is now coming on when someone leaves a message.  Sounds like a good thing right?  But here's the deal it never did work with UM 2007 and we assumed the reason was that the message was going to email.  So it was kind of besides the point as most people just listen to the .wav file out of their Outlook.  But not somehow the MWI is lighting when a new voice mail comes in.  But the kicker is - if I go to CUCM Administration - Voice Mail/Message Waiting and click Find - there is clearly nothing configured in here.  How is the MWI light getting triggered on my phone if no MWI extension has been defined??

2)  At the initial cut-over to 2013 the MWI on my phone was on.  I retried the voice mail from my phone and was able to interact with the 2013 UM IVR just fine.  It told me I had four voice mails.  When I listened to them they were very old - months old.  It wasn't a big deal for me.  I just told the robot "delete" "delete".  And after that it's working just as I want.  But.. if I deploy this to my users I'd rather not have their phone telling them they have a bunch of new voice mails that are way old.  

Any thought as to what's going on here??  Thank you!
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Question by:amigan_99
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by:amigan_99
ID: 39821631
Looking on the MS Exchange 2013 UM side of things it looks like the MWI is enabled there and this I presume it what's triggering the MWI light on the phone.  Can anyone tell me how it achieves that?  What packets does Ex13UM send to the phone to light the MWI light?

Playing around a bit more I see that if I go to an old voice mail message and mark it Unread this triggers the MWI light.  So getting closer to figuring this out.
ScreenHunter-30-Jan.-30-09.51.jpg
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by:amigan_99
ID: 39821682
More poking - I found that if I located an old voice mail In my email and marked it as Unread this triggers the MWI on my phone.  But.. I later marked the same message as Read by right-click/mark as read.  But the light stayed on.  I went in and listened to the message but the light stayed on.  Then I tried deleting the voice mail message from Outlook.
But the MWI stayed lit.  So I went to retrieve voice mails via the phone and it said "you have no new voice mail messages".  I hung up and the MWI was still lit.   :-(
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amigan_99 earned 0 total points
ID: 39821738
saga continued...  I called back into UM via the phone and said "voice mail" and listened and deleted two old messages via voice command.  This made the MWI go out.  Why deleting these two old messages did the trick I have no idea.  Any insight appreciated.
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by:amigan_99
ID: 39901440
Close enough.
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