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Password Management

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This article provides information and instructions for how to manage the three different types of log in credentials used in the Sky phone system. These three types of log in credentials are (1) phone number and PIN, (2) phone number and complex phone password, and (3) business email address (username) and password. Scroll down to the Table of Contents to see a list of all of the password features that are explained in this article.

  • NOTE: If you are a customer of the MiCloud phone system, see the Resetting Passwords article for information about managing your phone/voicemail PIN and Account Portal password.

NOTE: If you are a user and want to use any of the following three features, you have to log in to the Account Portal with your business email address (username) and portal "user" password. Your username is managed in the Personal Information screen. You will not have access to the following features when you log in with your phone number.

  1. Update your own Personal Information including changing your portal "user" password.
  2. Access your own Sky Replay call recordings via the Add-on Features area at the bottom of the Home menu.
  3. Access Business Intelligence reports in the Team menu.

Table of Contents

Types of Log In Credentials
Phone/Voicemail PIN Management

Complex Phone Password Management

Account Portal User Password Management

Types of Log In Credentials

The Sky phone system provides the following types of log in credentials:

  1. Phone Number - When using your phone number and phone/voicemail PIN, you can log in to your voicemail, physical desk phone, and other various Sky application (if active):
  2. Phone Number - When using your phone number and complex phone password, you can log in to the Account Portal for access to the Home and Support menus.
    • NOTE: If you are an Authorized Contact, you will need to log in to the Account Portal with your username (option 3 in this list) to access your administrative priveledges
  3. Username (typically your Email Address) - When using your username and Account Portal user password, you can log in to the Account Portal.

Phone/Voicemail PIN Management

When using your phone number and phone/voicemail PIN, you can access voicemail on your phone and use Phone Assistant, Sky Communicator, Sky Mobility, and other phone system-based applications.

PIN Requirements

  • Should contain 4 to 16 digits (numbers only)
  • Must not contain repeating digits such as "11111", "22222", etc.
  • Must not contain sequential numbers such as "12345", "34567", etc.
  • Must not match any part of your phone number

Change Phone/Voicemail PIN Using Your Phone

To change your phone/voicemail PIN using any phone, follow the instructions below for the type of phone being used.

Using Any Phone

  1. Access the voicemail system:
    • If you are using an IP 400 series phone, press the Voicemail function key.
    • If you are using a Cisco 7900 series phone, press the "Messages" button (envelope icon).
    • If you are calling from a phone other than your own desk phone, dial your own phone number, and press the * key when you hear the voicemail greeting.
  2. When you hear the audio prompt to enter your password, enter your voicemail password (PIN) and press #.
  3. Press 3 to select the Change Password option.
  4. Enter your current voicemail password (PIN) and press #.
  5. Enter your new voicemail password (PIN) and press #.
  6. Re-enter your new voicemail password (PIN) and press #.

Using a Cisco Phone

For the following instructions, to select an option, either press the option number on the phone's dial pad or use the blue toggle button to scroll down, highlight the desired option, and press the Select soft key.

  1. Press the Services (globe icon) button on the phone.
  2. In the Services menu, select the Settings option.
  3. In the Settings menu, select the User Preferences option.
  4. In the User Preferences menu, select the Change Password option.
  5. In the Change Password screen, enter your current voicemail password (PIN) in the PIN field.
  6. Press the Accept soft key.
  7. Enter your new PIN.
  8. Press the Accept soft key.
  9. Re-enter your new PIN.
  10. Press the Accept soft key.
  11. Press the Exit soft key multiple times to navigate away from each of the accessed menus to return the phone to normal call receiving mode.

Change Phone/Voicemail PIN Using the Account Portal

Users

Users can change their own phone/voicemail PIN in the Account Portal by doing the following:

  1. Log in to the Account Portal with your phone number and complex phone password. You can also log in with your username (typically your email address) and user password.
  2. Navigate to Home > Settings > Phone Settings, which opens the Phone Settings screen.
  3. In the Phone tab of the Phone Settings screen, click the Change Phone PIN or Password button.
  4. In the "Which password do you want to reset?" pop-up dialog that appears, click the Reset Phone PIN button.
  5. In the Change Phone PIN dialog that opens, enter your new PIN in the New Phone PIN field
  6. Re-enter the new password in the Confirm Phone PIN field.
  7. If you want to receive an email notification, select the check box to the right of "Notify of changes."

Authorized Contacts

Authorized Contacts (Phone Managers and Decision Makers) can reset a user's phone/voicemail PIN by doing the following:

  1. Log in to the Account Portal with username (typically their email address) and user password
  2. Navigate to Phone System > Users
  3. Search for the desired user
  4. Right-click within the row of the desired user and select Reset Password from the pop-up menu that appears, then click Reset Phone PIN in the pop-up dialog that appears displaying "Which password do you want to reset?"
    • Alternatively, within the row of the desired user, click the linked name in the Service/Phone Name column and in the Phone tab of the Phone Settings screen that opens, click the Change Phone PIN or Password button and then click Reset Phone PIN.
  5. Enter the new password in the New Phone PIN field.
  6. Re-enter the new password in the Confirm Phone PIN field.
  7. If you want the user to receive an email notification, select the check box to the right of "Notify of changes." If you want to send addition email notifications, enter one or more email addresses (separated by commas) in the field below the check box.

Reset Phone/Voicemail PIN

If you know your complex phone password or you know your business email address (username) and portal "user" password, use the instructions in the "Change Phone/Voicemail PIN Using the Account Portal" section above.

If you know your phone/voicemail PIN, use the instructions in the "Change Phone/Voicemail PIN Using Your Phone" section above.

If you forgot your phone/voicemail PIN, ask an Authorized Contact to reset your phone/voicemail PIN using the Change Phone/Voicemail PIN Using the Account Portal instructions above.

Unlock Phone/Voicemail PIN

Users will be locked out of the voicemail system for one hour after five unsuccessful log in attempts using their phone number and an incorrect phone/voicemail PIN. The system will automatically unlock your access to voicemail after one hour. If this occurs and you need immediate voicemail access, contact Support.

Complex Phone Password Management

The requirements for a complex phone password are the same as the requirements for an Account Portal user password.

Change Complex Phone Password Using the Account Portal

Users

Users can set or change their own complex phone password in the Account Portal by doing the following:

  1. Log in to the Account Portal with your phone number and complex phone password. You can also log in with your username (typically your email address) and user password.
  2. Navigate to Home > Settings > Phone Settings, which opens the Phone Settings screen.
  3. In the Phone tab of the Phone Settings screen, click the Change Phone PIN or Password button.
  4. In the "Which password do you want to reset?" pop-up dialog that appears, click the Reset Phone Password button.
  5. In the Reset Phone Portal Password dialog that opens, enter your new password in the New Password field
  6. Re-enter the new password in the Confirm Password field.
  7. If you want to receive an email notification, select the check box to the right of "Notify of changes."

Authorized Contacts

Authorized Contacts (Phone Managers and Decision Makers) can reset a user's complex phone password by doing the following:

  1. Log in to the Account Portal with your username (typically your email address) and user password.
  2. Navigate to Phone System > Users
  3. Search for the desired user
  4. Right-click within the row of the desired user and select Reset Password from the pop-up menu that appears, then click Reset Phone Password in the pop-up dialog that appears displaying "Which password do you want to reset?"
    • Alternatively, within the row of the desired user, click the linked name in the Service/Phone Name column and in the Phone tab of the Phone Settings screen that opens, click the Change Phone PIN or Password button and then click Reset Phone Password.
  5. Enter the new phone password in the New Password field.
  6. Re-enter the new phone password in the Confirm Password field.
  7. If you want the user to receive an email notification, select the check box to the right of "Notify of changes." If you want to send addition email notifications, enter one or more email addresses (separated by commas) in the field below the check box.

Reset Complex Phone Password

If you forgot your complex phone password, you can use the follow the instructions here: Recover or Reset Your User Password

Unlock Complex Phone Password

You will be locked out of the Account Portal for 10 minutes after three unsuccessful log in attempts using your phone number and an incorrect complex phone password. An Authorized Contact can unlock a user by doing the following:

  1. If you are an Authorized Contact (Phone Manager or Decision Maker), log in to the Account Portal with your username (typically your email address) and user password.
  2. Navigate to Phone System > Users
  3. Search for the user who is locked out
  4. Right-click within the row of the desired user and select Unlock from the pop-up menu that appears.
    • NOTE: The Unlock option is normally disabled and can only be selected during the time when the associated user is actually locked out of the Account Portal.

Account Portal User Password Management

When using your username (typically your email address) and user password, you can log into and access full functionality (for your role) in the Account Portal.

  • All users are enabled to access the Home and Support menus.
  • Users who are Group owners are enabled to access the Team menu (in addition to the Home and Support menus).
  • Authorized Contacts are enabled to access the Organization and Phone System menus (in addition to the Home, Support, and Team menus).

Portal User Password Requirements

  • Must be different from the current password.
  • Must be 8-16 characters in length.
  • Must include at least 1 English letter, 1 number, and 1 of these special characters @ ! # $ % & _ - = +
  • Must not contain any spaces.
  • Must also meet password strength criteria. (If the Password Strength indicator bar is low, including 1 capital letter or adding more characters of any type will usually change the indicator to a full bar.)

Change Account Portal User Password

Users

Users can change their own Account Portal user password by doing the following:

  1. Log in to the Account Portal with username (typically their email address) and user password.
  2. Navigate to Home > Settings > Personal Information
  3. In the Contact tab, click the Change Password button located to the right of the Username field, which opens the Change Password page.
  4. Enter your existing password in the Enter current password field.
  5. Enter your new password in the Enter new password field.
  6. Re-enter the new password in the Confirm new password field.
  7. Click Next.

Authorized Contacts

Authorized Contacts (Phone Managers and Decision Makers) can reset a user's Portal user password by doing the following:

  1. Log in to the Account Portal with username (typically their email address) and user password
  2. Navigate to Phone System > Users
  3. Search for the desired user
  4. Right-click within the row of the desired user and select Reset Password from the pop-up menu that appears, then click the Reset User Password button in the pop-up dialog that appears displaying "Which password do you want to reset?"
  5. In the Reset User Password dialog that opens, click the Randomize button, which populates the New Password and Confirm Password fields with a new temporary password that is masked (to not display). Alternatively, you can manually enter a new password in the New Password and Confirm Password fields and then contact the user with the new temporary password. For either method, the user will be prompted to change their password again when they log in with the new temporary password.
    • Notes:
      • In the Email Notification "Notify of changes" area, the check box next to "Yes, send email to" is selected by default. This sends the user a "password was reset" email showing the user's username, the new temporary password, and the name of the Authorized Contact who reset the password. It is recommended to keep this check box selected to ensure that the user receives the new temporary password.
      • When the user logs in to the Account Portal and enters the temporary password, the user is prompted to enter a new (non-temporary) password. When entering a new password, the check box next to "Yes, send email to" is selected by default to send the user a "password changed" email. This check box must stay selected, otherwise the user is able to log in to the Account Portal, but when the user logs out and then logs in the next time, the user is prompted to change their password again.
  6. If you want to send additional email notifications, enter one or more email addresses (separated by commas) in the field below the "Yes, send email to" check box.
  7. Click OK.

Reset Account Portal User Password

For Users and Authorized Contacts, to reset your own portal user password to gain access to the Account Portal, see the following: Recover or Reset Your User Password

Unlock Account Portal User Password

You are locked out of the Account Portal for 10 minutes after three unsuccessful log in attempts using your username and an incorrect user password. If this occurs, do one of the following:
Password Management
ShoreTel-Sky-Portal-Password-Management
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