Cisco Unity Connection FAQ

Please check back here often to see updated FAQ's.

Q: When logged into voicemail, what button do I press on my phone to (fill in the blank)?

A: Click here to see a list of the most common button commands.

Q: When I try to delete a message while logged into my mailbox by pressing 76 during playback, the message speeds up.

A: Press 3 during message playback to delete a message in the NEW Cisco Unity Connection voicemail system.  Click here for a complete list of phone commands.

Q: Why am I having trouble changing my voicemail PIN (password) while going through the setup wizard?

A: Cisco Unity Connection voicemail has stricter settings for your PIN (passwords) than the old system.  Use the following guidelines when selecting your new PIN.

Make sure that:

  • The digits are not all the same (for example, 9999).
  • The digits are not consecutive (for example, 1234 or 4321).
  • The Password or PIN is not the same as your primary extension.

Avoid specifying a password or PIN that:

  • Spells your first or last name, your organization or company name, or any other obvious words.
  • Contains your primary extension.
  • Is the reverse of your primary extension or contains the reverse of your primary extension.
  • Uses the same digits more than twice in a row (for example, 900012).
  • Is a 1-digit increment of a previous password or PIN (for example, 20185 to 20186).
  • Contains fewer than three different digits (for example, 18181).

Q: How long will new voicemail messages stay in my mailbox? Read messages?

A: New messages will remain in your mailbox for 20 days. Read messages will remain in your mailbox 7 days. If you have been setup with unified messaging, the messages will remain in your email inbox until manually deleted.

Q: What are voice commands?

A: With Cisco Unity Connection you can use your voice to navigate your voicemail inbox. To enable voice control, log into your voicemail from your phone and press 9. Click here for a list of common verbal commands you may use.

Q: What is unified messaging?

A: Voicemail messages can be delivered directly into your email inbox and played either through a headset or the computer’s speakers. This simplifies your experience (only one place to check for messages) and can offer new options for workflow such as appending notes or documents to forwarded voicemails.

Q: What is the difference between Phone and Email vs Email Only using unified messaging?

A: You have 2 options for how to receive your voicemail in your email inbox:

Phone and Email – Cisco Unity Connection delivers the message to your voicemail inbox, and forwards a .wav copy of the message to your email inbox. Voicemails are accessible from your phone and from your email inbox. To turn the light off on the phone you must login and listen to the messages from your phone.

Email Only – Cisco Unity Connection forwards a .wav copy of the message to your email inbox only. Voicemails are only available from your email inbox. The light on your phone will never come on because you will not receive messages in your voicemail inbox.

Q: Why doesn’t the red light on my phone turn off when I listen to a message in my email?

A: Cisco Unity Connection does not sync read/unread messages with the email inbox. If you are setup for Phone and Email (receive voice mail in both email inbox and voice mail inbox), the two inboxes are completely separate. Listening to a message from the email inbox will not turn off the light on the phone.You must listen to the message from the phone to turn the light off. If you are set up for Email Only, the red light will never come on because you will not receive messages in your voicemail inbox.

Q: Is there a web interface to voicemail?

A: If you have signed up for unified messaging, you can view and configure your voicemail inbox in a web browser and listen to voicemail messages by logging into It is important to note that you cannot view or listen to voice messages if you are set up for the ‘email only’ unified messaging option.

Q: Where can I go to set up distribution lists, greetings, preferences etc. more easily?

A: If you have signed up for unified messaging you can configure distribution lists, change your voice mail PIN and choose your greetings by logging into and clicking the settings tab.

Q: What browser should I use when using the web interface?

A: All browsers work, however, not all the web interface features are available in Google Chrome.

Q: Is there a way to have my voicemail messages transcribed to an email message in my inbox?

A: This feature is not supported in Cisco Unity Connection at this time. Voicemail will be attached as .wav attachments when delivered to your email inbox if you have opted to participate in unified messaging.

Q: How do I enable short menu prompts so that I don’t have to listen to the automated attendant speak such long menu prompts when navigating the voicemail menu on my phone?

A: Log into voicemail and press 4 for setup options, then press 2 for message settings, then 3 for brief menu styles. Press 1 to re-enable long commands.

Q: Can I continue to compose and send a Private message in Cisco Unity Connection?

A: Private messages can be sent to regular voicemail users only, however users with unified messaging capability will be unable to receive messages marked Private. Senders of Private messages to users with unified messaging enabled will receive a Non Deliverable Receipt.

Q: Upon setting up my voice mailbox for the first time, the automated attendant told me I was listed in the Directory Listing and callers can reach me even if they don’t know my number. What is the Directory Listing?

A: The Directory Listing associates your name with your extension in the voicemail system.

Q: Can I change my Directory Listing status to prevent external callers who do not have my extension from calling or leaving me voicemail?

A: Yes, logon to your Cisco Unity voicemail account and press 4 for setup options, 3 for preferences, 3 for directory listing and then 1 to change status.