I can see no way for this to happen but customer is claming that voice mail is retrievable from the phone but is not showing up in outlook yet this is a unified setup. mailboxes are contained on a common message store.
the most likely scenario is their voice mail boxes are pointing to exchange mailboxes that are different from the ones they are looking at with Outlook. There's no way to hide voice mails without some pretty fancy footwork at the client end - if they are being moved from the inbox by a rule then they wont be available to Unity over the phone so that wouldn't be the case either.
I'd take a hard look at which mailboxes they're pointing at for their subscribers and matching them up with the accounts they're pointing at from Outlook.
IntroductionCUCM Routing RulesDial String implementation PolicyCUCM Routing LogicSIP URI Call Routing Analysis+++ Case Study: 1 ++++++ Case Study: 2 +++Conclusion
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