Telephony users use a PIN to access their voicemail mailbox, sign in to their device handset, and sign in to the voice portal. Every phone number, including any main number, is created with a Default PIN. The default PIN is replaced when the user signs in to the voicemail mailbox or voice portal for the first time. The replacement PIN is private and known only to the user who sets it.
Since the new PIN is private, it may need to be reset back to its default value if:
The current PIN is forgotten.
The current PIN is locked after a number of failed attempts to sign in.
The user simply wishes to change the current PIN to a new value.
This procedure describes how to reset a PIN back to the default value.
Reset the PIN
Before you begin
The phone number must currently be active. See:
Accessing the Default PIN
Accessing the Default PIN for either the operator or an occupier:
To access the telephony details for the operator:
Click Account in the main menu.
Select the Telephony tab.
Select the <site>.
To access the telephony details for an occupier:
Click Occupiers in the main menu.
Select the <occupier>.
Select the Telephony tab.
Select the <site>.
If you want to view the PIN of a Main Number or an extension which isn't showing please click on the arrow next to Phone Numbers or Main Number within the telephony section.
Tip: You can filter this list using the options to its top-right.
Resetting the PIN
For the number whose PIN you want to reset back to the Default PIN:
Click Reset PIN.
To reset the PIN for a phone number:
To reset the PIN for a main number:
Note: You can only Reset PIN for numbers that are activated and are, therefore, in use.
Click OK to close the message.
The PIN is reset back to the Default PIN value and, if applicable, unlocked. The user can now sign in to their voicemail mail box, voice portal, and handset with the Default PIN.
What next?
Ensure that the user knows that you have reset their PIN back to the default, and check that they know the Default PIN.
Encourage the user to sign in to their voicemail mail box or the voice portal as soon as possible. They will be prompted to supply a new PIN as part of this process.
Tip: By default, the newly created PIN:Cannot match the phone number extension or be the reversed value.
Cannot contain the same digit 3 or more times.
Cannot contain 3 or more sequentially ascending or descending digits.
Cannot be the same as the Default PIN.
Cannot be the same as or the reverse of the last PIN.
Must be between 4 and 12 characters in length.
Reset PIN details
Field | Description |
Default PIN | Telephony users use a PIN to access their voicemail mail box, sign in to their device handset, and sign in to the voice portal. Every phone number is created with a Default PIN. This default PIN will be replaced on first use. The new custom PIN is never seen in the essensys Platform. |
Reset PIN | Click to reset the PIN back to the default. Once reset, the user will be able to sign in with the Default PIN that is shown in the essensys Platform. |
Further information
When you deactivate a phone number; for example, when an occupier user leaves their role; all of their custom phone number configuration is removed and the PIN is set back to the Default PIN.
For more information, see Phone Number details.