Visual voicemail for some users and not others

[commodoret]

Hi hopefully i'm posting this in the right place & i've done some digging but i can't find anything. 

On my VVX 410 I click the voicemail button & get a list of all my voicemails, my colleague who has the exact same setup as me hits the voicemail button an goes through to the message centre. I can't see a clear or easy option as to why this is so hopefully someone here can help me out.

[SteffenBaierUK]

Hello @commodoret,

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

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.

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

[commodoret]

• Provide the exact Software Version of your Phone:  5.9.0.9373
• Provide the Phone Model: VVX 410
• Provide the Call Platform (aka openSIP,Skype for Business Online, Skype for Business on Premise, Lync): Skype for Business on premise
• Additional Polycom Infrastructure (RPRM,PDMS or BToE): BTOE

[SteffenBaierUK]

Hello @commodoret,

unfortunately you are missing:

• A backup of your configuration so we can understand how the phone has been setup.

In addition you did not provide information if this is a day one issue or if this has changed recently.

Did you try and log on to your Colleagues phone and see if you see the same as on your phone ?

If yes then this is something with his account.

If you need more help that the free community cannot answer you would need to log a ticket.

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

[commodoret]

Hi

With the configs I've exported both phone configs and compared them other then our login details there is nothing different about them. 

I gave him my phone to try and it didn't work I then plugged my phone back in an I no longer get visual voicemail.

Day 1 of SFB we only ever had the message centre it was just randomly after a firmware update about 6 months ago that some users started getting the visual voicemail rather than being sent through to the message centre.

Is there some visual voicemail setting somewhere in the master config or anywhere at all? 

[SteffenBaierUK]

Hello @commodoret,

to my own personal knowledge there is no specific configuration for Visual Voice Mail.

The next step would be to open a ticket.

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