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
number 1 dn 1
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.