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Messages from an external phone number

We have one mailbox that when called from and external phone number the system will not save the voice mail message.  Internal messages work fine, both retrieving the message via Outlook or calling into the voice mail system.  When a message is left from an external phone number their is no message in the voice mail system nor does a email message get generated.  We are running UC 8.6.2.

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Messages from an external phone number

Make sure the call is going to the same voice mail box when calling from the outside. I guess this is true if you are hearing the same greeting before leaving a message or you can use RTMT to monitor the voice mail port when leaving a message.

This thread talks about checking the SMTP address for the user but not sure if this is what causing your issue.

Please rate helpful answers!