When you call in from outside, if you are calling a DID, you need to dial 8, wait for the main greeting to begin playing, then dial *300 (300 is the extension number, so change this to whatever mailbox you're trying to reach).
You have to dial the *300 in steady, quick succession. No pauses in between.
For some reason the ESI system is very picky about the sequence speed with that function.
Every time we've had that issue with a customer, we've not been able to replicate it unless we pause when dialing.
If you're still not getting access remotely, I agree with upstate, you will want to check with your reseller and have them check it out.
