I’ve recently encountered an issue on CUE as it pertains to user mailboxes. Whenever someone tried to leave a message for a particular user, they were told by the AutoAttendant that there was no mailbox associated with the user’s extension. Before we go any further, let’s get some more information on how the environment is currently setup.
CME is configured to use SIP Trunking back to the ISP in order to make calls. Each user has Direct Inward Dial (DID) extensions. Here’s a sample config of what the Ephone-DN on CME and the Voicemailbox on CUE looks like.
CME Ephone-DN config for Userephone-dn 1 dual-linenumber 7890 secondary 1234567890 no-reg bothlabel Johndescription 123-456-7890name John Doecall-forward busy 1000call-forward noan 1000 timeout 20
CUE config for Userusername John create
username John phonenumber “7890”
voicemail mailbox owner “John” size 1772description “John mailbox”end mailbox
voicemail notification owner John enable
Reviewing the configuration above you would think that your voicemail mailbox configuration for this user is correct, right? Wrong! If you placed a call to this user from an internal phone to their primary extension of 1234, you’d be able to leave a message however, if an external user placed a call to the DID number of 1234567890, they would be told that there is no mailbox associated with the number. The reason for this, is that when an external user places a call to the DID number, the AutoAttendant forwards the entire DID number and tries to find a mailbox associated with this number. Because the primary number associated with the mailbox is 7890 and not 1234567890, the mailbox lookup fails. To correct this issue we would need to change the phone number associated with the mailbox in CUE to the DID number of 1234567890.
username John phonenumber “1234567890”
I was able to verify this by enabling call forwarding to voicemail on the user’s phone, enabling the “debug voice dialpeer” command and then placing a call to that user’s DID number.