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Messages Button and Shared Lines

CallManager 4.1(3)sr1 and Unity 4.0(5).

Many of the phones deployed in small offices have all of the extensions showing (shared lines) so that the user can tell if another user is on the phone before attempting to transfer a call.

Now, and it has been only one remote site, when a user that does not have new VoiceMail waiting, presses the message key, they get the VoiceMail attendant from Unity asking for a password. That is normal. What is not normal is that when they enter the password, they are told it is wrong. What we have found is that instead of the messages button trying to connect as the primary extension of the phone (line 1) it has picked up different extension such as the third number (one of the shared).

If there is a new message on the phone, the system appears to work alright.

Any ideas on what might be happening or of a way to resolve? Right now the work around we use is to have the user press the Star key and then enter the extension they want to check.

3 REPLIES
Hall of Fame Super Red

Re: Messages Button and Shared Lines

Hi Gene,

I think you would need to change the following so that the Message Button is only associated with the Prime Line;

Service Parameters Configuration

Clusterwide Parameters (Device - Phone)

Always Use Prime Line for Voice Message - **Change from False to True**

Hope this helps!

Rob

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New Member

Re: Messages Button and Shared Lines

Rob,

I have a similar issue like when the user presses the message button on her primary number it accesses the voicemailbox of her boss which is the shared line on her second line. So can Ichange this parameter in CM service parameter ?

Hall of Fame Super Red

Re: Messages Button and Shared Lines

Hi Mothi,

Yes, this same setting will change the behaviour you describe :)

Service Parameters Configuration

Clusterwide Parameters (Device - Phone)

Always Use Prime Line for Voice Message - **Change from False to True**

Hope this helps!

Rob

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