6930 Voicemail button only works with speaker phone on

[OBS9]

Hello,
I am new to this so forgive me if I am missing info or not quite understanding something.  I have someone whose voicemail button on their 6930 phones only works if they have their handset off hook or if they have their speaker on.  I can press my voicemail button and it automatically goes to the speaker and goes into my voicemail box.  Why would they have to press the speaker button and then press the voicemail button to get to their voicemail?

[lundah]

It's either a Call Coverage Service issue or a Class of Service option that needs to be set differently. Any difference in either one of those between the problem phone and a working phone?

[OBS9]

Issue resolved.

[acejavelin]

Issue resolved.

It is often helpful to other users to post HOW the issue was resolved...