Remote Access to User Mailbox not working

[larryar28]

I have a customer running CUC 1.2. There are two identical users where one can access the vm remotely with the * key and the other one cannot. When trying to access, the mailbox does not respond to the DTMF tone for the * or 0 in Caller input. I believe this is a default setting so I tried to delete and reinstall VM but still the same problem for this user. Any suggestion would be appreciated.

Thanks

[Rob Huffman]

Hi Larry,

Compare the "Caller Input" settings for these two users. I'm guessing the working one

has Caller Input * set to Sign-In

User>Edit>Caller Input

Cheers!

Rob

[larryar28]

I have checked all caller input settings. Both are set to "sign in" on the *. The same applies with the 0 out key. The CUC just will not recognize thee DTMF tones at all

[Rob Huffman]

Hi Larry,

OK .....have you checked to see what Greeting each user is using? There

can be a different behavior set for the Standard vs Alternate for example.

Cheers!

Rob

[larryar28]

Both users are set to Standard greeting and all proramming is identical.

[Rob Huffman]

Hi Larry,

Well....I'm kind of stumped here??

I did check the Bug Toolkit to see if there were any Bugs related

to DTMF or Caller Input in CUC 1.2 and couldn't see anything specific that would

relate to this issue.

I'm sure you have done this, but I wanted to just check that you have tried this

from a "known" working phone? I remember trying to troubleshoot a similar issue

for days only to find that the user was trying to access the VM from home using

a crappy Duck phone that only used "Pulse" dialing. Just to be sure as well....these

users are dialing their personal number and then trying to * back to sign-in? There

is no remote access #.....?

Cheers!

Rob