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Polycom VVX 601 Exchange UM Pin

Occasional Advisor

Polycom VVX 601 Exchange UM Pin

Devices: Polycom VVX 601 5.9.7.12459

Platform: Skype for Business

 

Issue: We have just migrated a handful of users from CX 600 devices to VVX 601 devices and a complaint we received is that when a user tries to access their Exchange Unified Messaging mailbox via the Message Center in order to make changes to their personal options (greetings for example) they are prompted for their pin. On the CX 600s this wasn't required if they were using BToUSB, but with the 601s it seems that they are being forced to enter a pin.

 

Alternatively if we bypass the phone and simply use a USB phone or headset the pin is also not required.

 

Is there a way to prevent users from being prompted for their PIN if they are logged into a PC with BToE running and paired?

 

Thanks!

Message 1 of 14
13 REPLIES 13
Polycom Employee & Community Manager

Re: Polycom VVX 601 Exchange UM Pin

Hello @BTWM-MW ,

 

welcome to the Polycom Community.

Both the community's Must Read First and the community's FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

 

  • Provide the exact Software Version of your Phone
  • Provide the Phone Model
  • Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync)
  • Additional Polycom Infrastructure (RPRM,PDMS or BToE)
  • If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the MAC Address or Serial of the device
  • Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
  • For questions around Support please check here

 

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Polycom to have an overview of the current software used. In addition providing all details at the same time allow us to check logs or look up a potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.


Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up post’s.

 

Nov 16, 2018 Question: How can I change my Voice Mail Pin using Skype for Business?

Resolution: Please check => here <= or => here <=


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 2 of 14
Occasional Advisor

Re: Polycom VVX 601 Exchange UM Pin

The problem is not setting/changing the PIN.

 

The problem is being prompted for the Voicemail pin at all. On all other devices it seems credentials get passed through to Exchange, but not on the VVX 601.

Message 3 of 14
Polycom Employee & Community Manager

Re: Polycom VVX 601 Exchange UM Pin

Hello @BTWM-MW ,

 

your reply does not cover the requested minimum information as followed up by myself and stated in the ReadMe 1st and the FAQ.

 

How do you access the Voice Mail ?

 

If you struggle providing these fundamental details please open a ticket via your reseller.


In order to raise a support ticket you need to work with your Polycom reseller as they need to do this for you.

End Customers are unable to open a ticket directly with Polycom support.

If this is some sort of an Internet discounter providing your MAC address or your Polycom devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Polycom device from.

If the unit is no longer within warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 4 of 14
Occasional Advisor

Re: Polycom VVX 601 Exchange UM Pin

Devices: Polycom VVX 601

Version: 5.9.7.12459

Platform: Lync 2013 on Prem w/ S4B Client

Additional Info: BToE running and paired

 

Not sure why a backup of the phone will help as this is brand new out of the box and simply had the firmware updated.

 

A separate issue I've noticed with the BToE is that if you have a USB headset you can't change devices during a call like you could with BToUSB (with the CX 600 phones).

 

Cheers!

Polycom Employee & Community Manager

Re: Polycom VVX 601 Exchange UM Pin

Hello @BTWM-MW ,

 

The software version you posted is not a recognisable software but as you also attached a backup we now know that you are using UC Software 5.9.1.0615.

 

You cannot compare a CX phone with a VVX as our partner Microsoft controls the software on a CX Phone (Windows CE) and also the Skype for Business client running on the PC.

 

Certain features may be mutually exclusive to Microsoft only.

 

The Backup actually contained the MAC address which allows me to identify that the VVX601 was sold by Ingram Micro (Canada) back in 02/11/2018.

 

As you still have not answered how you actually access the voicemail I suggest you contact them as they are your Tier 1 support contact.


End Customers are unable to open a ticket directly with Polycom support.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 6 of 14
Highlighted
Occasional Advisor

Re: Polycom VVX 601 Exchange UM Pin

I believe the title mentions Exchange UM as being our voicemail system. To be more specific it is Exchange 2013 on prem.

 

Also it doesn't matter whether you access it through the PC client or through the message center on the phone, both results are the same.

Message 7 of 14
Polycom Employee & Community Manager

Re: Polycom VVX 601 Exchange UM Pin

Hello @BTWM-MW ,

 

If the PIN is requested both for the PC Client and the Phone this is not a Polycom issue.

 

I would suggest you work with Microsoft on this.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 8 of 14
Occasional Advisor

Re: Polycom VVX 601 Exchange UM Pin

As I mentioned in the OP, accessing via PC does NOT prompt for the PIN. Accessing via the CX 600 also does not request a PIN. Going through the VVX 601 is the only case where a PIN is required aside from calling from a mobile or external landline to the external access number.

Message 9 of 14
Polycom Employee & Community Manager

Re: Polycom VVX 601 Exchange UM Pin


@BTWM-MW wrote:

"Also it doesn't matter whether you access it through the PC client or through the message center on the phone, both results are the same."


Hello @BTWM-MW 

 

your responses don't add up and make it difficult to utilize the medium of a community forum to try and help.

 

Please go ahead and work with the Polycom reseller as already outlined.

 

Best regards

 

Steffen Baier




<======== Signature / Disclaimer ========>
Please be aware:For questions about the type of support to expect please check here

Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's

Please remember, if you see a post that helped you , and it answers your question, please mark it as an "Accept as Solution".

The title Polycom Employee & Community Manager is an automatic setting within the community and any forum reply or post is based upon my personal experience and does not reflect the opinion or view of my employer.
Poly employee participation within this community is not mandatory and any post or FAQ article provided by myself is done either during my working hours or outside working hours, in my private time, and maybe answered on weekends, bank holidays or personal holidays.
Message 10 of 14