Micollab Message Waiting Indicator

[JCCDM]

Hey Guys,

On my MX3300 (13.2.0.17) I have user that cannot clear the MWI when he checks his voicemail with the micollab client (6.0.510.1).

It is strange because he then has to listen to the message again on his handset for the light to recognise that it should clear. He still receives the notification correctly but can only clear it from the handset and not micollab...

Any instruction on how to reset the MWI for just micollab client or how to have this in sync with each other again would be appreciated.

Thanks. Justin

 

[JCCDM]

Quick update to things tried so far....

MWI is set to Matai Messaging under users in Micollab and under Mailboxes under the NuPoint web console. I removed the MWI and set to none, saved and reset. Still no luck...

I also gave him the manual MWI feature access code to try and clear it once but that didn't work either.

Currently he is ruling out an equipment fault by testing another handset. I doubt this will be the issue but running out of ideas...

Any help appreciated.

Cheers

 

[kwbMitel]

The feature access code will not work unless the device sending it is a member of the VM hunt group

I'm confused, initially you stated the issue was that MiCollab had issues but it sounded like listening to the message through the handset worked normally. Now it sounds like you're trying to clear the MWI by any means possible.

Can you try to be more clear.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[JCCDM]

Sorry about that, I am a little unsure myself when it came to the MWI's. I was just trying anything I could think of that might turn the light off...

So the issue is only that when he listens to the messages through micollab client, the light wont clear. Light will clear if he listens on his handset tho.

 

[kwbMitel]

So, lets eliminate user issues.

In both cases, does he listen to the entire message?

Is there anything else he might do differently?

**********************************************
What's most important is that you realise ... There is no spoon.

 

[JCCDM]

In both cases he does the same thing, listens all the way through, it used to work for him until recently (unsure how recent).

 

[JCCDM]

I have received an updated from the client. He remembers that this happened right after his Unified Messaging notification got changed from Audio Link to Audio Attachment.

Could this have made any difference? I am going to change it back for him today anyway and get him monitor but any explanations anyone might be able to think of or how to avoid that in the future?

Thanks. Justin

 

[JCCDM]

USER ERROR!!! confirmed with the customer that since updating from Audio Link to Audio Attachment, no one actually told him the process for clearing messages had changed. He thought he was doing it right but slowly realised.

Thanks for any help