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VVX 500 shows incorrect user when accessing voicemail

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VVX 500 shows incorrect user when accessing voicemail

Not sure how to best describe this.. However I'll give it a go (I'm not super familiar with these phones fyi).

 

One of our users has a VVX500, and is logged in to Skype voice using the web gui. ALl is good, he has a numebr provisioned, etc., phone works fine.

 

However, when he goes to listen to a voicemail (on the phone he chooses the message from the list of messages, then chooses 'Play'), it shows him another username, he hears a single beep, then nothing. As if it were tyring to access another user's voicemail..  The number is assigned to his user account in O365 > Skype > Voice.. So that end of it looks good. 

 

I've restarted the phone, and have also logged him of and back on to make sure he's cuthenciated correctly onthe phone.

 

Any ideas? 

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1 REPLY 1
Polycom Employee & Community Manager

Re: VVX 500 shows incorrect user when accessing voicemail

Hello @mpothen ,

 

Welcome to the Poly Community.

Both the communities Must Read First and the 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,Teams, Skype for Business Online, Skype for Business on Premise, Lync)
  • Provide details if UC / SIP or ObiEdition
  • Additional Poly 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 Poly 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 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 posts.

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

Best Regards

Steffen Baier

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Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
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