Check Voicemail Externally - Cisco VOIP

Cisco Unity Connection 8.6
Cisco Unified CM Admin 8.6

New phone system.  Vendor installed.  User reports when accessing voicemail from outside it states she does not have any voicemails, but has many voicemails when arriving at the office.  Anyone have any thoughts on where to begin looking?  I need to verify the process she's using (ie. call her ext, let it go to vm, press *, enter ext, enter pw), but was wondering if anyone had any other thoughts.  I've been looking in Cisco Unity Connection, but can't find anything that looks relevant.
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Shouldn't make any difference. Definately need to verify her procedure.

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