This document discusses how to resolve the issues related to Visual
There are no specific requirements for this document.
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
After you install Visual Voicemail in order to access Cisco Unity voice
messages, this error message appears: Cannot sign in. Incorrect
extension or PIN. Everything works when you call in from the
phone through the telephone user interface (TUI).
Complete these steps in order to resolve the issue:
Complete these steps in order to collect the GUSI files:
On the Cisco Unity server desktop, double-click the Cisco
Unity Tools Depot icon.
In the left pane under Reporting Tools, double-click
Gather Unity System Info.
Run the Gather Cisco Unity System Information
Choose a location for the .CAB file that
contains the Cisco Unity system information.
Click Write to File, and save the system
information to a specified location. In most cases, the default directory is
Note: This utility gathers basic information about the local Cisco
Unity server installation and the last five days worth of application and
system event log data. This information is bundled into a compressed CAB file
which is very useful when you troubleshoot Cisco Unity issues.
Check the Cisco Unified Communications System settings for Visual
Restart the TFTP service.
Reset the phone.
If the issue still persists, complete these steps in order to resolve
On the Cisco Unity server, choose Start > All Programs
> Administrative Tools > Internet Information Services (IIS)
In the Internet Services Manager window, choose SERVERNAME
(name of the Cisco Unity Server) > Default Web
Under the Default Web Site, right-click the VMWS
web site, and choose Properties.
On the Directory Security tab, click the Edit
button under Secure Communications.
In the Secure Communications window, uncheck the Require
Secure Channel (SSL) box.
With Cisco Unity 8.x/CUCM 8.x, when you connect to Visual Voicemail
through the Phone Console, this error message is received.
Destination is not reachable or cannot be found
This can happen when the CUCM part of the Visual Voicemail
configuration has been configured to use the hostname instead of IP Address of
Cisco Unity. In order to resolve the issue, change the configuration to use the
When the message key on phone is pressed the error
please contact your administrator error message appears.
This error message is displayed if a user presses the Messages button
during the installation of the Visual Voicemail service. In order to resolve
this issue, ask the user to wait for approximately one minute, until the Visual
Voicemail application has downloaded. Then ask the user to press the Messages
button again. If Visual Voicemail starts, the problem is resolved.
Captured sniffers and traces found that the service vendor name was
Cisco in the .jad file, and it was different on the Cisco Unified
Communications Manager. Once it was changed to Cisco, Visual Voicemail worked
When you have the VisualVoicemail service as Standard IP phone service,
you login to Visual Voicemail and exit. Then the next time when you hit
services, it takes you to the same screen of Visual Voicemail login.
The issue is if you choose Visual Voicemail as an IP phone service and
login. This loses the functionality to return to the other phone
When you choose the service type as Messages, then you get two options
on the IP phone, which are Voicemail and Visual Voicemail. You
need to login to Visual Voicemail. Choose options > Go to Audio
Voicemail Inbox. Then if you hit messages again, you get the two
options: Voicemail and Visual Voicemail.
The reason is that when you create this service, the .jad file acts a
replacement for the messages URL.
In this case, you can choose to configure this as a standard IP phone
service and login to Visual Voicemail after you choose the Services button. The
.jad URL is still mapped with Visual Voicemail. That is why
when you hit on services agai , you do not get the other services listed . It
shows you only the login screen for Visual Voicemail.