Cisco 7841 and 8841 phones keep repeating the voicemail dialogue and do not let the user access their voicemail

[klasko16]

Recently we have started to have an issue with 7841/8841 phones. When a user goes to access their voicemail, the phone acts as if it does not take the users input and keeps repeating "Enter your PIN and then press pound" after each input. I'm under the impression this may be a firmware issue, but I just wanted to single out any other possibilities or see if it's a common issue. Thanks!

[Jaime Valencia]

You need to start by mentioning the products involved and the call flow, and not just the problem. That is not commonly a FW issue, but a DTMF issue.

What troubleshooting has been done so far? 

[Adam Pawlowski]

There is a bug in the 12.6 firmware - if you dial enbloc. Try calling the VM pilot digit by digit see if works. If it does, that could be that bug. It was not fixed in the 12.7 release.