09-26-2014 10:15 AM - edited 03-17-2019 12:18 AM
Hi,
Customer did something on the CUC. After that when any one press the Message button on cisco IP Phone it prompts enter Last Name and First Name instead of prompt. I need the prompt should be "enter the pin".
Anyone help to find me a resolution
09-26-2014 10:19 AM
The cucm and the cuc version is 10.5 now.
09-26-2014 10:57 AM
Take a look at your Call routing rules in Unity Connection, especially Direct routing rules. There should be one rule which is named "Attempt Sign in", that is what will be used when users press the messages button. Check if that was modified or if there is another rule that overrides this one.
09-28-2014 05:33 AM
09-28-2014 08:44 AM
Please post screen shot of the routing rules and showing their order.
Chris
09-28-2014 10:55 AM
Hi.
In addition to what suggested, install remote port status monitor on your pc (you can obtain it from here.
Run it while calling voicemail pilot and post the output.
Thanks
Regards
Carlo
09-28-2014 11:14 PM
Hi Carlo/Chris
Please find the below port status monitor details.
09:01:57, New Call, CalledId=2000, RedirectingId=, AltRedirectingId=, Origin=16, Reason=1, CallGuid=ABBC0A867EA248C6B5C645A25F71E124, CallerName=Hilal Sherif, LastRedirectingId=, AltLastRedirectingId=, LastRedirectingReason=1024, PortDisplayName=CUCM9.1-1-008,[Origin=Unknown],[Reason=Direct]
09:01:57, AD
09:01:57, Entering Name Lookup Handler: [System Directory Handler][{334439e2-17af-4058-9e25-25d7cc501ca5}]
09:01:57, State - AD.cde!TurnOffNameAdded
09:01:57, Event is [NULL]
09:01:57, State - AD.cde!AddrSearcher
09:01:57, -->ADAddrSearchConv
09:01:57, State - ADAddrSearchConv.cde!PlayAllNames
09:01:57, Event is [NULL]
09:01:57, State - ADAddrSearchConv.cde!AskForInput
09:02:10, Event is [TimeoutEvent]
09:02:11, State - ADAddrSearchConv.cde!Counter
09:02:11, Event is [TrueEvent]
09:02:11, State - ADAddrSearchConv.cde!AskForInput
09:02:24, Event is [TimeoutEvent]
09:02:24, State - ADAddrSearchConv.cde!Counter
09:02:24, Event is [FalseEvent]
09:02:24, State - ADAddrSearchConv.cde!PushFalse
09:02:24, Event is [FalseEvent]
09:02:24, <--ADAddrSearchConv
09:02:24, Event is [FalseEvent]
09:02:24, State - AD.cde!RouteDbLCall
09:02:24, Event is [NULL]
09:02:24, PHTransfer
09:02:24, State - PHTransfer.cde!LoadInfo
09:02:24, Event is [TrueEvent]
09:02:24, PHGreeting
09:02:24, State - PHGreeting.cde!PlayGreeting
09:02:24, Call answered if needed
09:02:24, Playing greeting for Call Handler: Goodbye
09:02:30, No DTMF received
09:02:30, Event is [HangupEvent]
09:02:30, State - PHGreeting.cde!DoHangup
09:02:30, Event is [HangupEvent]
09:02:30, Idle
==========================================================================
09:13:25, New Call, CalledId=2000, RedirectingId=, AltRedirectingId=, Origin=16, Reason=1, CallGuid=8E1C2009C05345B3AC653B0B0FBCEEA2, CallerName=Hilal Sherif, LastRedirectingId=, AltLastRedirectingId=, LastRedirectingReason=1024, PortDisplayName=CUCM9.1-1-003,[Origin=Unknown],[Reason=Direct]
09:13:25, AD
09:13:25, Entering Name Lookup Handler: [System Directory Handler][{334439e2-17af-4058-9e25-25d7cc501ca5}]
09:13:25, State - AD.cde!TurnOffNameAdded
09:13:25, Event is [NULL]
09:13:25, State - AD.cde!AddrSearcher
09:13:25, -->ADAddrSearchConv
09:13:25, State - ADAddrSearchConv.cde!PlayAllNames
09:13:25, Event is [NULL]
09:13:25, State - ADAddrSearchConv.cde!AskForInput
09:13:38, Event is [TimeoutEvent]
09:13:39, State - ADAddrSearchConv.cde!Counter
09:13:39, Event is [TrueEvent]
09:13:39, State - ADAddrSearchConv.cde!AskForInput
09:13:52, Event is [TimeoutEvent]
09:13:52, State - ADAddrSearchConv.cde!Counter
09:13:52, Event is [FalseEvent]
09:13:52, State - ADAddrSearchConv.cde!PushFalse
09:13:52, Event is [FalseEvent]
09:13:52, <--ADAddrSearchConv
09:13:52, Event is [FalseEvent]
09:13:52, State - AD.cde!RouteDbLCall
09:13:52, Event is [NULL]
09:13:52, PHTransfer
09:13:52, State - PHTransfer.cde!LoadInfo
09:13:52, Event is [TrueEvent]
09:13:52, PHGreeting
09:13:52, State - PHGreeting.cde!PlayGreeting
09:13:52, Call answered if needed
09:13:52, Playing greeting for Call Handler: Goodbye
09:13:58, No DTMF received
09:13:58, Event is [HangupEvent]
09:13:58, State - PHGreeting.cde!DoHangup
09:13:58, Event is [HangupEvent]
09:13:58, Idle
=======================================================================================================
I have also attached the screenshot of Direct Call Routing and Directory call Handler.
09-29-2014 11:50 AM
Why is it going to the Directory handler, have you set it up that way? Please add a screenshot of the Direct routing rule page. This is the page that you land when you click on the Direct routing rules, please don't click on the Attempt Sign-in hyperlink and take a screen shot of the individual routing rule.
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