Cannot access Cisco Unity Connection voicemail mailbox from external phone

Answered Question
Nov 21st, 2009
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CUCM 7.1 and Unity Connection 7.0


Using an on-net IP phone I can connect to my VM server via the messages button and pilot number 7499. When I hit the message button or dial the vm pilot number I get the normal response, "enter your PIN....". But when I call the VM pilot number from an outside line I get "From a touchtone telephone you can dial en extension at any time.....". Essentially I'm getting the main system greeting instead of the prompts to enter my mailbox and PIN. How can I correct this so when I dial in to the VM system I can check messages?


Output from port monitoring:


Call from outside line   Goes to standard greeting


14:08:52, New Call, CallerId=4105551299, CalledId=7499, RedirectingId=, Origin=16, Reason=1, CallGuid=FA46A55350F44812A1DE69479F75841B, CallerName=, LastRedirectingId=, LastRedirectingReason=1024, PortDisplayName=CUCM_Cluster_Bos-1-004
[Origin=Unknown] [Reason=Direct]
14:08:52,  AttemptSignIn
14:08:52,  State - AttemptSignIn.cde!Dummy
14:08:52,  Event is [NULL]
14:08:52,  PHTransfer
14:08:52,  State - PHTransfer.cde!LoadInfo
14:08:52,  Event is [TrueEvent]
14:08:52,  PHGreeting
14:08:52,  State - PHGreeting.cde!PlayGreeting
14:08:52,  Call answered if needed
14:08:52,  Playing greeting for Call Handler:  Opening Greeting
14:09:03,  Event is [HangupEvent]
14:09:03,  State - PHGreeting.cde!DoHangup
14:09:03,  Event is [HangupEvent]
14:09:03,  Idle


Call from on-net phone  Goes to correct VM prompt


14:09:09, New Call, CallerId=5353, CalledId=7499, RedirectingId=, Origin=16, Reason=1, CallGuid=C0A6F2A4D5D549D589630464518D3043, CallerName=, LastRedirectingId=, LastRedirectingReason=1024, PortDisplayName=CUCM_Cluster_Bos-1-005
[Origin=Unknown] [Reason=Direct]
14:09:09,  AttemptSignIn
14:09:09,  State - AttemptSignIn.cde!Dummy
14:09:09,  Event is [NULL]
14:09:10,  SubSignIn
14:09:10,  Subscriber Sign-In
14:09:10,  State - SubSignIn.cde!AnswerPhone
14:09:10,  Event is [TrueEvent]
14:09:10,  State - SubSignIn.cde!AuthenticateUser
14:09:10,  -->SubAuthenticate
14:09:10,          State - SubAuthenticate.cde!TryCounter
14:09:10,          Event is [NULL]
14:09:10,          State - SubAuthenticate.cde!GatherID
14:09:10,          Event is [FalseEvent]
14:09:10,          State - SubAuthenticate.cde!LoadSubscriberMinimalData
14:09:10,          Event is [NULL]
14:09:10,          State - SubAuthenticate.cde!GatherPIN
14:09:10,          -->SubAuthenticatePW
14:09:10,                  State - SubAuthenticatePW.cde!ValidatePwd
14:09:12,                  Event is [HangupEvent]
14:09:12,          <--SubAuthenticatePW
14:09:12,          Event is [HangupEvent]
14:09:12,  <--SubAuthenticate
14:09:12,  Event is [HangupEvent]
14:09:12,  Idle

Correct Answer by Rob Huffman about 7 years 5 months ago

Hi Michael,


When you hit the Opening Greeting - Press * (Star)


You will be prompted to enter your Extension and PIN to access your mailbox.


Cheers!

Rob


Edit: sorry I didn't see your second post

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Overall Rating: 5 (2 ratings)
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Michael Murray Sat, 11/21/2009 - 11:59
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Nevermind. The system is performing as configured. When calling my VM pilot I am routed to the opening greeting when then has an option for caller input of "*" to access subscriber sign-in.

Correct Answer
Rob Huffman Sat, 11/21/2009 - 12:13
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Hi Michael,


When you hit the Opening Greeting - Press * (Star)


You will be prompted to enter your Extension and PIN to access your mailbox.


Cheers!

Rob


Edit: sorry I didn't see your second post

Ginger Dillon Sat, 11/21/2009 - 22:36
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Hi Michael -

In addition to what Rob posted for you, there is an additional option you can code for your Unity Connection subscribers when they call the voicemail pilot from their "external" or home phone numbers.  You can define for each user one or more "alternate extensions".  If you define their home phone number as one of the alternate extensions, when they dial the UC pilot, they will be recognized as a subscriber and be prompted for PIN without having to enter the userid.

Regards,Ginger

Rob Huffman Sun, 11/22/2009 - 08:31
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Hey Ginger,

Nice thinking my friend! +5 points for sure.

Cheers!

Huff

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