Cisco Unified Communications Manager (CallManager)

IP Phone: Exit Softkey does not Terminate Visual Voicemail Midlet

Document ID: 117558

Updated: Mar 26, 2014

Contributed by Anirudh M Mavilakandy, Cisco TAC Engineer.



This document describes the current design and the problems with Visual Voicemail (when the phone is subscribed with Voicemail and Visual Voicemail) and offers a solution.


The application remains in the memory of the phone when you press the Exit softkey in Visual Voicemail. Therefore, when you press the Messages button, the phone displays the Visual Voicemail quickly. You can see the Visual Voicemail icon on the top left side of the screen.

See Additional User Information section in the Installation and Configuration Guide for Visual Voicemail

Complete these steps to reproduce the issue when the phone is subscribed with Voicemail and Visual Voicemail:

  1. Press the Messages button.
  2. Choose Visual Voicemail service between Voicemail (Standard TUI interface) and Visual Voicemail service.
  3. From the Sign In screen, press the Exit softkey before you sign in.
  4. Press the Messages button.
  5. The Sign In Screen is displayed instead of the Service Selection screen.

This particular issue is also seen when you log in to Visual Voicemail Service and use the Exit softkey.

This issue is seen on Skinny Call Control Protocol (SCCP) phones. Ideally the Exit softkey should teminate the application. The Visual Voicemail service will be terminated if the Messages button is used instead of the Exit SoftKey and both the options are presented when the Messages button is pressed again.

In the case of 99xx series phones, it shows both options even when the Exit softkey is used.


Complete these steps in order to resolve this issue:

  1. Add a new parameter in the Visual Voicemail service configured on Cisco Unified Communications Manager (CUCM).
  2. Name it as unload_midlet_on_exit and set it to 1.
  3. Resubscribe the phones to this service.
  4. Reset the phones.

Note: This might take a few minutes to load the service.

Updated: Mar 26, 2014
Document ID: 117558