PIN Not Accepted

This topic describes various issues that can prevent a PIN from being accepted.

The user cannot log in via PIN.

  • Users might have entered the wrong PIN.
  • DTMF tones are not transmitted.
  • The account is locked because the wrong PIN was entered several times.

After a vacation, a user might forget the PIN and simply enter the wrong PIN. In such cases, an administrator can change the PIN for the user. This change is made in the user account configuration, under Edit > Change Password.

Another issue might be that the DTMF tones are not transmitted. This issue typically happens with SIP phones on Cisco Unified Communications Manager Express. Verify the directory number configuration on Cisco Unified Communications Manager Express for the following commands:

voice register pool 1

id mac 0024.C445.5561

type 7965

number 1 dn 1

dtmf-relay rtp-nte

If the dtmf-relay rtp-nte command is missing, no DTMF tones are sent when SIP phones are used. For SCCP phones, the DTMF tones are sent correctly by default. In Cisco Unified Communications Manager environment, SCCP and SIP phones also send DTMF tones by default.

If users try to log in with an incorrect PIN, Cisco Unity Connection might lock the account.


Prevent brute-force attacks on mailboxes by locking the mailbox when the PIN is incorrectly entered several times.

To force the lockout, verify and modify the authentication rules for voicemail users and set the following parameters under System Settings > Authentication Rules:

  • Set Failed Sign-In to 3 Attempts (for example).
  • Check the Administrator Must Unlock check box.

With these two parameters set, the user will be locked out after entering the wrong PIN three times. You can view the lockout status in the user configuration under Edit > Password Settings, as shown in the figure. In addition, the figure shows a user lockout report listing the locked accounts.


Login Not Working

This topic describes why a user may not be recognized and therefore cannot log in to the mailbox.

The user is not recognized.

  • The user calls via mobile or home phone. Alternate extension is not defined or is incorrect.
  • The wrong number is transmitted. Globalization sends an +E.164 number, but only the phone number is configured as an extension.
  • The voicemail mask changes the number. The mask is missing or wrong.

If a user calling from an external source is not being recognized, the reason might be that the alternate number is not configured or is incorrect. If a user gets a new mobile device or a new home office phone number (for example, because of a move), these phone-number changes must be administered in Cisco Unity Connection. The phone numbers of the notification devices also must be updated.


When Cisco Mobile Connect is used, the phone and mobile numbers are recognized as remote destinations in Cisco Unified Communications Manager. For these calls, the desk phone’s extension is used and signaled to Cisco Unity Connection. In this case, alternate extensions need not be configured in Cisco Unity Connection.

Number normalization and globalization can also modify the calling numbers of incoming calls. Before these features were in use, most phones displayed a 10-digit number using the NANP. But when normalization and globalization are enabled, the number that is presented to the phone and to Cisco Unity Connection is +1, followed by the phone number. If the calling number is, for example, the alternate extension 408 555-1000, number modification on the gateway will add +1. Because the number +1 408 555-1000 is not configured in Cisco Unity Connection as an extension or alternate extension, the caller is not recognized. This kind of issue can be detected easily by using the Cisco Unity Connection Port Monitor in the RTMT. The Port Monitor shows the calling, called, and redirected numbers in real time.

Another issue might occur if the voicemail mask on Cisco Unified Communications Manager modifies the calling number that is sent to Cisco Unity Connection. Cisco Unity Connection Port Monitor will show the calling number. The mask does not need to be set if all directory numbers in Cisco Unified Communications Manager have the same length (for example, four digits). An example of using the voicemail mask is when an assistant manages the voice messages for a manager. In this case, the proxy line (Cisco Unified Communications Manager Assistant functionality) uses the voicemail mask to send the number of the manager as the calling number, instead of using the proxy line directory number.

Route Pattern Affecting Call Forward

This topic describes how route patterns can affect the use of the CFwdAll softkey when Call Forward numbers are entered on a phone.

Route patterns have an impact on call forwarding:

  • Overlap route patterns prevent the complete phone number from being entered via the CFwdAll softkey:
    1. Configured route pattern 0.XXX for overlap sending.
    2. User tries to enter 004025334610.
    3. Cisco Unified Communications Manager stops collecting digits after 0040 is entered.
  • FAC and CMC:
    1. User must enter a code, which cannot be appended when a Call Forward number is entered.
    2. Call is not routed because code is not entered.

When route patterns are configured with overlap sending enabled, Cisco Unified Communications Manager collects only a part of the number for the setup message to the PSTN. For example, a route pattern 0.x will collect only the 0, which is the PSTN access code, and one other digit. After this other digit is collected, the call is routed. When Call Forward is used via softkey, the user enters the number 0.x, and Cisco Unified Communications Manager does not collect further digits. An extra route pattern must be configured for Call Forward, which does not support overlap sending to collect the complete phone number.

Another issue can occur when FAC or CMC is used. A brief explanation of these features follows:

  • FAC: Forced Authorization Code is used to authorize calls that are based on a code that is entered after the target number is dialed. If the code is provided with the code for the correct level, the call is authorized. Otherwise, the caller hears a reorder tone.
  • CMC: Client Matter Code is adding a flag to the CDRs, so call billing can be done based on a customer or project, for example. The duration of the calls usually is used for billing; for example, when lawyers call the clients.

A user that calls via a FAC-enabled route pattern must enter a code after the phone number, as indicated by a beep tone. When this route pattern is used for call forwarding, the calls cannot be routed. The Call Forward process cannot append a code after the digit analysis.

Call Forward to Cisco Unity Connection

This topic describes issues with call forward to voicemail.

  • A CSS is required to check the Voice Mail check box.
  • An unchecked Forward Busy External check box stops call forwarding.
  • Call Forward destinations need a CSS.
  • By default, no Call Forward by destination is allowed.
    1. Pressing the CFwdAll softkey followed by the hunt pilot number might not forward the calls to Cisco Unity Connection.
    2. Depends on the Calling Search Space Activation Policy.

Internal and external differentiation is made for CFB, CFNA, CFNC, and CFUR. When you configure the Call Forward options, enable Call Forward, if available, for internal and external callers. Otherwise, only internal callers are forwarded to Cisco Unity Connection.

When users want to forward all calls via softkey or user options pages, a CSS is necessary. By default, CSSs are set to <None>. However, the CSS activation policy determines which numbers can be entered when CFA is activated. CSS activation policies are not used for the other Call Forward options, such as CFB. The following three choices are available for the Calling Search Space Activation Policy:

  • With Configured CSS
  • With Activating Device/Line CSS
  • Use System Default

When the With Configured CSS option is chosen, the Forward All Calling Search Space that is explicitly configured in the Directory Number Configuration window controls the forward all activation and call forwarding. If the Forward All Calling Search Space is set to <None>, then no CSS is configured for Forward All. A forward all activation attempt to any directory number with an assigned partition will fail.

If you prefer to combine the Directory Number CSS and Device CSS, without explicitly configuring a Forward All CSS, then choose the With Activating Device/Line CSS option. With this option, when Forward All is activated from the phone, the Forward All CSS and Secondary CSS for Forward All are automatically populated with the Directory Number CSS and Device CSS for the activating device.

If Use System Default is configured, then the CFA CSS Activation Policy clusterwide service parameter determines which Forward All CSS will be used. The default is With Configured CSS.

Reorder Tone

This topic describes the sources of error when a user presses the Messages button or dials the voicemail pilot number and gets a reorder tone instead of a Cisco Unity Connection greeting.

Calls to Cisco Unity Connection lead to a reorder tone or message that the call cannot be completed.

  • Hunt pilot partition is incorrect or was changed.
  • Calls via Messages button and calls to hunt pilot number fail.
  • CSS in voicemail pilot is not set or is wrong.
  • The call still does not work, even after change to voicemail pilot.
    1. CSS for IP phone must be set to reach Cisco Unity Connection.

IP phones need a CSS that is set to reach Cisco Unity Connection when the user manually dials the voicemail pilot number. In this example, the pstn CSS includes the partitions to reach PSTN route patterns and devices. The CSS allows calling, without restriction, to PSTN phone numbers and to all devices that are registered with Cisco Unified Communications Manager.

The Messages softkey also requires the CSS to be set on the IP phone to reach Cisco Unity Connection. Otherwise, calls are not routed to Cisco Unity Connection. Verify that the CSSs are set correctly in the voicemail pilot and on the IP phone or line, depending on the CoS implementation approach.

Troubleshooting Cisco Unity Connection

This topic describes how to approach the most common issues with Cisco Unity Connection integrations and operations.

Some common issues can be isolated and verified in different places:

  • Reorder tone plays when users call Cisco Unity Connection.
  • Callers are not forwarded to Cisco Unity Connection.
  • Log in to mailbox is not working.
  • MWI is not working.
  • Callers receive the wrong greeting.
    1. Standard opening greeting
    2. Standard greeting instead of alternate greeting
  • Callers cannot leave a voice message.
  • Call handler issues exist.
  • Call routing errors exist.
  • The wrong greeting plays in Cisco Unified SRST and AAR mode.

MWI = Message Waiting Indicator; AAR = automated alternate routing

The figure shows an overview of the most common errors. Some of these errors appear during configuration, some appear after weeks, and some appear from one day to the next. This lesson gives you an overview of how to manage these issues.