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Reset a Voicemail PIN

Reset the password a user types to retrieve voicemail (the prompt after dialing *97 from their phone or *98 from another extension).

Before You Start

  • You know the extension number.
  • A short, easy-to-tell-the-user PIN — typically 4-6 digits, not 1234 / 0000 / matching the extension.

Steps

  1. Go to User Attributes → Extensions.
  2. Click the extension you want to reset.
  3. Open the Voicemail tab.
  4. Set Voicemail Password to the new PIN.
  5. Click Submit.
  6. Click Apply Config.

Tell the User

The new PIN is in the form when you submitted it. Don't email PINs in plaintext — call/text the user with it, or have them dial *97 and use the PIN once before changing it themselves.

Verify

Have the user dial *97 from their phone. They should be prompted for the PIN; entering the new PIN should let them into their mailbox.

Common Issues

  • "Login incorrect" loops. The user is at the wrong prompt — *97 is "my mailbox," *98 is "any mailbox." If using *98, they must enter the mailbox number first, then the PIN.
  • PIN with leading zero. Some phones treat leading zeros oddly. Avoid 0123-style PINs.
  • PIN won't save in form. UnifiedBX requires numeric only — letters/symbols are rejected.