A user presses the envelope button on a 7945 IP phone, but it only launches audio voicemail. Where should the voice systems administrator troubleshoot?

Unity Connection stores and processes voicemail but does not host the IP Phone Service definition that controls whether the phone launches a visual or audio interface.

Visual Voicemail on Cisco IP phones is delivered as an IP Phone Service that must be configured and subscribed in Cisco Unified Communications Manager. If the phone reverts to audio voicemail, the IP Phone Service for Visual Voicemail in CUCM is either missing, misconfigured, or not subscribed to the device - not a Unity Connection issue.

A SIP trunk problem between CUCM and Unity Connection would cause voicemail to fail entirely, not cause a fallback from visual to audio voicemail.

Network connectivity issues would prevent voicemail access altogether rather than selectively disable the visual interface while leaving audio voicemail functional.