Cisco Unity ver 8 - one unit cannot directly access its VM

[tmnelson]

I have one phone that cannot access its VM from itself. The VM can be accessed from any other phone. This one phone cannot leave a message on another ext nor remotely access any other VM box. We upgraded a handful of versions a few months back but this issue just started a few weeks back and is only with this phone - as far as we know. I have rebuilt the call handler and the voicemail box. Any ideas? Thanks for your time, tmnelson

 

[whykap]

What do you mean by cannot access vm? Can you describe the steps a user takes to access voice mail from that phone?
Is it when pressing the messages button on the phone? If so make sure there is a voice mail profile assigned to the phone in call manager.

 

[tmnelson]

On our phones we press the message button and are prompted for your PIN or dial in to the auto attendant and are prompted for your ext id and then pin. I've also had them press the message button, then the *, which is then suppose to prompt you for the ext id and then pin. The process no longer even gets to asking for the pin, it goes directly to one of the generic auto attendant messages that says - Cisco Unity Messaging - from a touch tone... If you are attempting to access VM for the ext at which you are at, you can just press the message button, it assumes you are wanting the vm for the extension number you are on and asks for a pin. This no longer happens. Staff are able to access the vm for this extension from another extension. Does that help? Thanks, tmnelson

 

[whykap]

Yes it does and your solution is on my first post. The line on the phone has the wrong vm profile. That is changed from the call manager interface on the line itself. Just assign the correct vm profile and it will work.