We were in the same boat! We also came off Avaya Aura and experienced everything you mentioned. We also use SSO, however, we don't have it forced we just instruct users to not use credentials and we don't have it forced for the reason you mentioned. We have essentially Genesys service accounts for testing and voicemail purposes that we need to be able to log into at anytime. Since we've always had PINs for personal voicemails I haven't experienced the issue you're having with the "no PIN" message and a disconnect, but can tell you remote login at least does work if a PIN is setup.
I'm wondering for this though if it would be better for you to use Group Voicemail? You can upload greetings directly to it and you can even have the email notifications send out a transcription of the message.
And any user added to the group can access the voicemails in Genesys as well(with the correct permissions).
If that isn't something you've tried out yet, it might be what you're looking for:
https://help.mypurecloud.com/articles/configure-a-group-phone-number/
And as far as what Travers mentioned - here is a link to how to work with the Genesys Voicemail flow as that might be your other best option:
https://help.mypurecloud.com/articles/work-with-the-voicemail-flow/
Original Message:
Sent: 10-24-2025 09:36
From: Tim Seneca
Subject: Access another user's voicemail
Hi Travers,
Thank you for your reply. Not sure how to do that. We are new to Genesys and moving off Avaya Aura. With Avaya, it was easy to access another user's or department mailbox.
These Voicemail boxes are setup to blast the voicemails out to department users via Outlook as they are Active directory distribution list accounts.
The issue is, the current default message for all of our different department call flows is "Welcome to the voicemail box for department name VM." I did take out the VM from one of the profiles, but I am hearing that departments want to record their own VM greeting.
The departments don't really like that they have their TTS greeting that is also followed by the prompt "Welcome to the voicemail box for department name VM." They would prefer to have there greeting be played followed by the BEEP.
Thank you.
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Tim Seneca
Original Message:
Sent: 10-23-2025 19:03
From: Travers Dunne
Subject: Access another user's voicemail
Hi Tim,
Depending on how many users need this - an option might be to modify the voicemail flow to play preset prompts either in addition to, or in place of, voicemail greetings for users. We currently use a datatable because unfortunately only username/name/id is accessible by default, but a data action could be used to get the users "department" to avoid managing a separate datatable.
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Travers Dunne
Original Message:
Sent: 10-23-2025 18:06
From: Tim Seneca
Subject: Access another user's voicemail
Hello,
I need to be able to access & record voicemail greetings for voicemail profiles we have setup for departments. I added all the require Voicemail permissions, Assigned an extension to the voicemail profile and dialled the voicemail extension but can't access the VM options.
I have also added the Voicemail extension to a hard phone, dialled *86, entered the extension, then it says there is no PIN and disconnects. We do not have PIN requirements enabled.
I should note that we have SSO enabled so I can't just logged out of my profile & log into the VM profile without temporarily disabling SSO then enable after I finish. Any suggestions?
Thanks,
-Tim
#Telephony
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Tim Seneca
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