Invalid Entry when entering Pin in voicemail

[#1]

We have Cisco unity 10.5.

For some odd reason, new voicemail boxes get invalid pin message when accessing voicemail.

I have deleted the voicemail box, and re-created it. I have also tried resetting the voicemail password. Invalid Entry.

Any help is greatly appreciated.

[Brandon Buffin]

When you press the messages key do you hear "Enter your PIN followed by #"? Invalid entry normally means the PIN is wrong. Are you resetting the PIN in CUC admin > Users > Find user > Edit > Change password?

Brandon

[#3]

When we press message buttons, it asks for the username which is the extension, followed by #. Then it prompts for their pin followed by #. When they enter their pin, it says invalid entry. I i enter my extension and pin #, it works fine. Seems to only be happening with new voicemail setups.

The pin is reset in Unity under Users/Find User, Click on extension, then edit/change password.

Unity shoes no failed sign-in attempts.

[Brandon Buffin]

Are the new users set for self-enrollment? Any difference if you uncheck "Set for Self-enrollment at Next Sign-In"? Any reason you require the user to enter extension? Do extension not match the extension configured in CUC?

[#5]

I tried unchecking self-enrollment and that did not work.

As far as the logging in, that was setup by our former IPT Engineers. Not sure why they have to input their extension first. Extensions do match CUCM.

[Brandon Buffin]

Check your voicemail profile setup in CUCM. Advanced Features > Voicemail > Voicemail Profile. Does the profile have a mask configured?

[smellring]

Hi Brandon,

I am having a similar issue although the user's voicemail was working and then stopped.  After some research, I found that there were 2 usernames attached to this person and attempted to delete both and start over.  Was only able to delete one.  Ended up going CLI and deleting it on the database itself.  Once deleted, then I created a new one, but still getting the same error message "Invalid Entry."  

I checked the Voice mail profile configuration and I do not show a mask for the Voice Mail Box Mask.  

Any other ideas or suggestions?

Thank you.

[Tarun Pawar]

check for alternate extn in user profile in unity connections and check if current extn is added or if there are other extns.

Add current extn there and check.