Cannot reset user vmail password with Cisco Unified CM Administration

[dchaumont]

We are using Cisco Unified CM Administration ver 7.1 with Cisco 7945 IP phones. I have a user who came to me saying that they could no longer access voice mail, getting invalid pin. Ichanged the pin with the Cisco Unified CM Administration which accepts the new pin no problem but when we try it from the phone it doesn't work. Any ideas... Thanks Don

[Aaron Harrison]

Hi

That PIN is for EM and other phone services, not for voicemail. The voicemail PIN is set on the voicemail system admin - find that server, log in, and find the subscriber account for that user. Then look for the 'voicemail password'.

Aaron

[dchaumont]

Hi Aaron,

Thanks for your reply. Where I am changing the pin works for my account. If I change my pin in the

Cisco Unified CM Administration system when I go to my phone it changes there too. So it seems to be the correct area to change the pin. I've reset passwords/pins in the same area and it always worked. It just seems that for this extension it will not reset properly...

[Jaime Valencia]

I'm on this one with Aaron, PIN has nothing to do with the VM password

What's your VM system??

HTH

java

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[dchaumont]

Hi Guys,

Maybe I'm unclear i where I am going to to this. I am going through my browser and key in 192.168.30.10 and this brings up a screen with 2 possible choices:

1 - Cisco Unified Communication Manager Administration

2- Cisco Unity Connection Administration.

I select option # 1 and go to the user user management option and select end user configuration and then I get the following:

And this is where I change the pin number. Does this help... Don

[Rob Huffman · Accepted solution]

Hi Don,

For Voicemail related changes/updates, you should be choosing

2- Cisco Unity Connection Administration.

Then; Users> Find/List>selectect related user>Edit Dropdown> Change Passwords>

Change Voicemail Password

Cheers!

Rob

"Spend your life waiting,
for a moment that just don't come,
Well, don't waste your time waiting" 

-Springsteen

[dchaumont]

Thanks Rob that works!!!

[dchaumont]

Hi Rob,

Now that we reset the password it seems that if someone is calling the phone doesn't go to vmail it just rings. Any ideas... Thanks Don

[Rob Huffman]

Hey Don,

Well, that's no good

There should be no correlation between resetting the user PIN

and the forwarding to voicemail.

Let's say that the user is @ DN/extension 5999.

In CUCM admin go to;

Device>Phone>Find List by Directory number> find 5999

on the DN config page look at the Call Forward sections (all, no answer, busy)

and make sure they are set to forward to VM (usually by using the VM checkbox)

If you need to, have a look at a working phone/DN for comparison

Cheers!

Rob

"Spend your life waiting,
for a moment that just don't come,
Well, don't waste your time waiting" 

-Springsteen

[dchaumont]

What I niticed Rob is that in the Cisco Unity Connection Admin for that user I get :

This user's association to the co-resident Cisco Unified Communications Manager  user has been broken.

Please

Click Here

to reassociate the orphaned  user.

When I do click it to reassociate I don't any users... Does this make any sense, Don

[Rob Huffman]

Hi Don,

OK....I don't think any of us thought to ask if you

were running this setup as a co-resident Business

Edition build.....(my BAD!) but it appears you are.

When a user/mailbox gets orphaned I believe the only

way to re-sync them betweem CUCM & connection is

to delete them in CUCM and then rebuild the user.

If you have access to TAC there may be something that can be done

from their end.

Sorry about that my friend

Cheers!

Rob

"Spend your life waiting,
for a moment that just don't come,
Well, don't waste your time waiting" 

-Springsteen

[dchaumont]

Hi Rob,

Thanks Rob, you were a lifesaver... What I ended up doing is recreating the second user and associating to that new user and it all worked. Thank you so much for your quick response. You rock!!!

[Rob Huffman]

Hi Don,

You are most welcome my friend

Cheers!

Rob

"Spend your life waiting,
for a moment that just don't come,
Well, don't waste your time waiting" 

-Springsteen