Message indicator light for forwarded messages

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The system should turn on the message indicator light when a forwarded message comes in from another extension.  The message is new to the user that is getting the message forwarded to them.  You shouldn't have to wait for an e-mail or text message to notify you when you have a message.  If the message is new to your voicemail box the indicator light should turn on.
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Kevin Stephens

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Posted 1 year ago

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Danno, Champion

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My MW light comes on when someone forwards a message to me.  Have you opened a ticket with support?
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Danno, Champion

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It was a message left from a user who has a desktop phone.
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Kevin Stephens

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I called into support.  They told me that the only way to get a notification was to have sms or e-mail notifications.
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Kevin Stephens

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I also just tested it and it sadly does operate that way.
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Saadet - Community Support, Official Rep

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Hey Kevin,

How are you forwarding the message?
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Kevin Stephens

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Well I called my own extension from my cell phone.  Left a message.  My message waiting light came on.  Then I logged into my voicemail from my desk phone.  Listened to the voicemail I left.  Then I chose to forward the message to another extension and I forwarded it to one of my co-workers.  Her message waiting light did not illuminate.  She did however receive an e-mail notification that the message was in her voicemail box.
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Saadet - Community Support, Official Rep

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Hey Danno,

How are you forwarding the message and what type of phone(s) do you have?
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Kevin Stephens

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Polycom VVX 500.  I'm forwarding it using the Voicemail options for forwarding the message.
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Danno, Champion

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Hey Kevin, I think I figured it out.  Try it on your end and see if the same thing happens to you.  I called my extension from my cell phone and left a message.  I logged into my VM from my desk phone, listened to VM, forwarded it to another desk phone right next to me and I watched the MW light come on.  But, I was still in the message on my desk phone (meaning I never ended the session).  Then, when I pressed 3, to delete the message (on my desk phone), the MW light disappeared from the desk phone I forwarded it to. 
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Danno, Champion

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The same way Kevin explained.  I have a Cisco 303 and a Polycom VVX410.
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Kevin Stephens

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So far I haven't deleted the message.  It's still in my vmail box.  I pretty much did the same thing but my coworkers light never came on at her desk which I can see from where I sit and I didn't delete the message.  
(Edited)
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Danno, Champion

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Hey Saadet, I had the opposite problem, and Support gave me another explanation. 

Had Dan test if the same behavior happens if the forwarded
message is viewed by other user upon receiving the forwarded message. Customer confirmed that MWI remains lit up if message is not yet read by the user where it was forwarded to.
You can see a more detailed explanation (ticket 06005002)  "
(Edited)
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Danno, Champion

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Kevin, just for kicks and giggles - does her MW come on if you leave her a new message by calling her DID directly?
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Kevin Stephens

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Ok.  Wierdness ensues.  Eventually the MWI did start flashing but not for some time.  I don't know exactly when.  My coworker checked when she got back from lunch and there was no flashing light.  I was going to do what Dan suggested just now and when I looked over at her phone the light was flashing.  And it was my forwarded message that was the only message on the voicemail.
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Yeah, I was just typing the same thing when your post came over.  All of a sudden, the MW light came on the phone even though I've deleted the message on both phones.  Meaning, no messages (either saved or new) but the MW light came back on.  Boy, did we open up a can of worms or what?
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Danno, Champion

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Maybe Saadet can take the ball and run with it?/?

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Chris Duquette, Champion

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could it be timing issue with RC servers? like a synching up type thing? making it take a little longer than we'd expect when leaving a message?
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Saadet - Community Support, Official Rep

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Hey guys,

I'm going to do some more testing and see what I can find out!
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Saadet - Community Support, Official Rep

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So after doing some testing these are the results we had:

I forwarded a voicemail to another user. The user's MWI would turn on as long as I was still on my phone. However, as soon as I ended my "call" the MWI of the person who received the message turned off. It never turned back on.

Now, our theory on that is the system isn't viewing the recently forwarded message as new which is why the MWI doesn't stay turned on. 

What I would suggest doing at this point, Kevin, is opening up a case so that it can get escalated to Tier 3 who will be able to further test and see if this is a bug or acting as designed. 
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Hey Saadet, look back at what Kevin and I both experienced; that later on (5-10 min), the MWI mysteriously came on.  Curious if it happens to you like it did for us.
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Hey Danno!

I've actually been waiting for a few hours at this point on 2 phones and the light has never come on :(
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Danno, Champion

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Okee Dokee...
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Kevin Stephens

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For me yesterday it was like 3 hours.  I have opened the case.  I'm waiting to hear back.
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Sounds good!