Invalid message when pressing the mail key

[sinisterduck]

Wondering if anyone can help. We have a number of people who can't retrieve their voicemail when pressing the mail key. When they do it displays "Invalid". Currently they are dialing directly into the voicemail system to retrieve the messages.

Any help much appreciated

[mszodiac]

Is it an embedded voicemail system or Nupoint?

[sinisterduck]

Sorry i didn't give enough info.

The problem occurs off a MWI key on the phone. The phone extension doesn't have a voicemail attached. Voicemails are held on Nupoint.

[mszodiac]

It's likely pointing to the HCI route on the resilient controller.

Try this:

Leave a test voicemail on one of the affected phones. 
With that phone on-hook, press the voicemail key.

Press Read Message.  At the very top of the screen, it should show "Call <number of your HCI route>"  If it shows a different number then this will explain why you get the "invalid" message.

Press "Erase Msg".  This will delete the test voicemail.

Do these same steps again.  You should get the valide HCI route at this point.

[sinisterduck]

Thanks for the reply

I've tried what you suggested - i pressed the key programmed to the WMI with the phone on-hook, unfortunatley it still comes up 'invalid' at the top of the screen

[JasonTL]

can you dial the voicemail pilot #? Also check the COS for the IP phones to make sure the voicemail softkey is set to "yes"

I haven't used nupoint much, but this would be where to start on embedded VM.

[sinisterduck]

thanks chap - i'll check that out