Voice mail button not working on 8961 phone

[Ronald Smith]

When the message button is pressed, the display on the phone says No Messages, although, there are messages in the user's VM. This started after migrating  from callmanager 7.X  to  9.X .

CUCM Version:9

Current Firmware Loads:  sip8961.9-4-1-9

[Manish Gogna]

Hi Ronald,

Can you check if you are able to check the messages by dialing the VM pilot from the IP phone. Also, check if the 'Service Type' under Device > Device Settings > Phone Services > Voicemail is set to 'Messages'.

HTH

Manish

[Ronald Smith]

Manish,

Thank you for the taking the time to look into this.

Yes, it has been confirmed the VM pilot can be dialed from the affected phone. Voicemail is confirmed to "messages"

Note: There other Cisco phones provisioned in the system using the exact  VM profile and they are not having any issues.

[Manish Gogna]

Hi Ronald,

Can you connect one of the 8961 to a switchport where other phone is working fine and see what happens. Also, try getting a packet capture for a working and non working scenario from the IP phones to check if there is any diff in the request that goes out from the IP phones

https://supportforums.cisco.com/document/44741/collecting-packet-capture-cisco-ip-phone

HTH

Manish