Cisco Unity

Document ID: 68979

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Background Information
Set the Recovery Period for Deleted Messages
      Enable Recovery
      Set the Time Period
Verify
Troubleshoot
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Related Information

Introduction

You can delete a voicemail message directly from your Cisco Unity inbox, or you can delete a voicemail message after you open it. Sometimes you can also retrieve a deleted voicemail message from the Deleted Items folder in your Cisco Unity inbox so that you can:

• Listen to the message

• Reply to the message

• Forward the message

• Restore the message to your inbox

• Permanently delete the message

This can be useful when the subscriber deletes the message by mistake. This document describes how to set the time period for which you can recover a deleted voicemail message from the Deleted Items folder.

Note: If you need to access a voicemail message from the phone, it should be marked as Unread and located in the Inbox folder. If you need to read a voicemail message that is already read, perform one of these steps in the Outlook client:

• If the message still appears in your Outlook Inbox, then mark the message as Unread.

• If the message is deleted from your Outlook Inbox, then you can move it from the Deleted Items folder back to your Inbox and mark it as Unread.

Prerequisites

Requirements

Basic knowledge of Cisco Unity Administration is necessary.

Components Used

The information in this document is created based on Cisco Unity 4.0 with Microsoft Exchange Server 2000.

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

Refer to the Cisco Technical Tips Conventions for more information on document conventions.

Background Information

Deleted messages can be recovered or retrieved from the Deleted Items folder of the Cisco Unity inbox. This is useful for when the subscriber deletes the message by mistake. But this can also cause problems if deleted messages get accumulated. They need to be purged at some time interval from the Deleted Items folder. Therefore, the Cisco Unity Administrator needs to set a time period during which you can recover deleted messages.

Set the Recovery Period for Deleted Messages

Enable Recovery

Complete these steps in order to enable the recovery of deleted messages:

1. Go to the Unity System Admin page.

2. Click Subscribers.

3. Select the subscriber from the Class of Service list and click View.

4. Click the Messages link in the Class of Service page.

5. Check Deleted messages are copied to the deleted items folder. If this option is not checked, there is no way to restore a lost message. If this option was checked, you can create an outlook account for that subscriber in the Unity Server and you will see it in the Deleted Items folder.

   Note: Enabling this option can actually make your hard drive space run out. Therefore, it is not recommended to enable this for every subscriber.

Set the Time Period

This procedure describes how to set the time period where you can recover deleted messages from the Deleted Items folder in Cisco Unity before they are permanently deleted.

1. Choose Start > Programs > Microsoft Exchange > System Manager in the Cisco Unity Server.

   

2. Click to expand Servers and then expand the Partner Exchange server.

3. Expand First Storage Group, right-click on Mail Store, and click Properties.

   

4. Go to the Limits Tab and change the Keep deleted items for (days) parameter to the desired recovery period.

   Note: If you check Do not permanently delete mailboxes and items until the store has been backed up, the messages are not deleted. Uncheck this box if you do not use a backup for messages.

   

5. Go to the Cisco Unity Server and choose Start > Programs > Unity > Cisco Unity Tools Depot in order to activate the "flush deleted items" script in Message Store Manager.

   

6. In the Cisco Unity Tools Depot, expand Administration Tools and double-click on Message Store Manager. The Cisco Unity Message Store Manager window displays.

   

7. Select the Message Store Agent required. In this case, it is Sales. Click Scripts, then right-click on Flush messages from Deleted Items folder and perform these steps:.

   1. Click Activate.

   2. Select Properties.

   3. In the Script Properties Window, set the Message Age to the required period. For example, you might only want to delete messages that arrived more than 14 days ago.

   

8. Enter the Cisco Unity Admin password and activate the script.

   

   Note: Choose Message Store Manager > Tools > Check Mail Store Access to check if the Message Store Agents have granted access to the Message Stores as Yes. Refer to Message Store Manager for more information.

Verify

You can use the reports of each Message Store Agent to verify with the log represented in html format.

Troubleshoot

There is currently no specific troubleshooting information available for this configuration.

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Related Information

• Voice Technology Support
• Voice and Unified Communications Product Support
• Recommended Reading: Troubleshooting Cisco IP Telephony
• Technical Support & Documentation - Cisco Systems