Dead air when directed to voicemail

[mbounds2144]

I have a single user that is unable to hear voicemail greetings when they contact an internal extension and don't get an answer. The user can make internal and external calls just fine. This user never experianced this until recently. No changes to the phone configuration or CUCM have been made. Can someone provide some light on this? This is occurring on a single 8851 phone.

[Jonathan Unger]

Hi There,

A few questions:

1. Is this particular 8851 located on a VLAN and IP subnet which is the same as another phone which is working? Or is their source location on the network unique?
2. Can the problem phone call the voicemail pilot directly and hear Unity?
3. What happens if the problem user calls another user, and the other user transfers them manually to the voicemail pilot?

[mbounds2144]

Hello,

Yes, we have a designated VLAN for our phones and this specific phone is on that VLAN it is also on the same subnet as other phones that are currently working. Calling the pilot has the same result. If a user manually transfers the same issue occurs.

[Jonathan Unger]

I think we should try and rule out phone configuration as a potential issue, would it be possible for you to swap the MAC address in CUCM with another phone of the same model at the same location and then call the VM pilot from both? This will tell us if the problem follows the physical phone, or just the configuration.

[Jonathan Unger]

@mbounds2144 , Just curious if you were able to resolve this one or not? Let us know if you would like any more suggestions.

[BalajiSivaraj49175]

VLAN changes may impacted Can also check voice mail port utilization.