What should I do if my CommPortal voicemail notification light is not working?

What You Are Experiencing
The message waiting indicator light on your desk phone is not lighting up when you have new voicemails, or it is staying lit even after you have listened to all messages.

Most Likely Cause
The Message Waiting Indicator (MWI) notification settings in CommPortal may not have your phone number configured, or the wrong message types are selected. In some cases a voicemail forwarding setting may be causing messages to be removed before the MWI can trigger.

How to Fix This
Step 1: Check MWI Notification Settings

1. Log in to https://phone.wowforbusiness.com.
2. From the Dashboard, click Message Settings.
3. Click Notifications at the top of the Your Services section.
4. Confirm the checkbox next to Send phone notification of incoming messages is checked.
5. Verify your phone number appears in the list. If it is missing, click New Entry and add it.
6. Under your phone number, confirm the All Voicemail checkbox is checked.
7. Click Apply to save.

Step 2: Check Whether Voicemails Are Being Auto-Deleted
If voicemails are being forwarded to email with 'Leave original in inbox' unchecked, messages are deleted immediately after forwarding. This can cause the MWI light to never trigger or to turn off almost instantly.

1. Go to Message Settings and click General.
2. If Forward messages as emails is checked, confirm Leave original in inbox is also checked.
3. Click Apply to save any changes.

Step 3: Light Stays On After Listening to Messages
If the light stays lit after you have listened to all voicemails, there may be a saved or unread message you have not cleared.

1. Log in to CommPortal and click Messages and Calls.
2. Check all tabs: Messages, Missed, Received. Any bold items indicate unread entries.
3. Listen to or delete all remaining messages, then check whether the light clears.

Contact us if:
The MWI settings are configured correctly but the light still does not work.
The light is lit but there are no messages in CommPortal at all.
The issue is affecting multiple phones on the same account.