The document describes how to change the default behavior of the
message button on the Cisco IP phone which dials into the most recently updated
message box when pressed in a shared line condition.
Cisco recommends that you have knowledge of Cisco CallManager
The information in this document is based on these software and
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
Technical Tips Conventions for more information on document
The phone message button is linked to the voicemail system. Pressing
the messages button causes the phone to automatically dial the voice-messaging
system from a line which has a voice message. As the default behavior of the
message button with shared lines, it will dial the voicemail box which has the
most recent message.
While using multiple shared lines in a IP phone and trying to access
the voicemail using the message button, the wrong voicemail box is accessed.
This occurs when all lines have a different voicemail box. This problem is more
common when the Cisco Unified IP Phone Expansion Module 7914 is used.
In order to the access voicemail of the primary line when pressing the
message button, you need to choose True as the Always Use
Prime Line for Voice Message parameter. By default this is False.
Complete these steps in order to change the parameter value from False
Go to the Cisco Unified Communication Manager Administration page.
Click Service, then select Service
Choose the publisher from the server drop down list and choose
Cisco CallManager from the service list.
Find Always Use Prime Line for Voice Message under
Clusterwide Parameter (Device- Phone). Change the parameter value from
False to True, then click
This ensures that when you press the message button, it always
dials into the prime line voice message box.