Voicemail icon reports +99 new voicemails but the voicemailbox is empty.

[Russtoleum]

This issue appears to be based on the user and not the phone as it affects every phone the user logs into, but it only effects this user. All my troubleshooting leads me to believe it might be a Skype for Business issue, but I still wanted to get peoples opinion here too.

64:16:7F:40:30:09

Skype for Business 2015

6.3.1.11465

Again, no matter what phone I log into with this user, either a VVX 600 with the highest possible firmware, or a vvx601 running 6.3.1.11465, it shows 99+ new voicemails. For all other accounts the icon is simply present. You can press it to listen to your voicemails. When you have new voicemails, it shows no number.

However, on any phone logged in as this user it shows +99, as show in the attached image. The voicemailbox has been emptied and there are no saved voicemails. I am attaching the backup and all the logs. On the Skype back end, I feel I have done everything short of re-creating the user. I have compared all pertinent attributes with a functioning user.

I believe this is all the pertinent info, if I missed something, just say so. I appreciate any insight or direction that can be supplied. Thank you.

[Russtoleum]

I finally got frustrated enough to re-create the user and the issue is gone. If anyone does know why it was doing this, I am still interested to know. As well as why can't visual voicemail work with SfB 2015 and\or the icon can't show the amount of new voicemails.

Thanks for looking.

[SteffenBaierUK · Accepted solution]

Hello @Russtoleum ,

Welcome back to the Poly Community.

This should be pretty simple to find the culprit on who is sending the 99 or the 0 value.

1st of all our phones are 3PIP certified so they are fully tested against Microsoft Skype for Business on Premise and the Microsoft 3PIP gateway.

Basic SIP troubleshooting can show what Value we are being sent by the server via the SIP Notify as explained here:

Jan 19, 2012 Question: How to troubleshoot Poly VoIP related Issues?

Resolution: Please check => here <=

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

[Russtoleum]

I'll be honest, I ended up just re-creating the user. I will be using the methods you described for future troubleshooting when other issues arrive.