Assuming that the pin bypass option is selected correctly, the reason for this is more often than not that the caller is ringing from a “private number”. This means that they are not displaying their Caller ID (phone number) to anyone they call, including the halls VoIP system.

To verify this is the case, ask them to call your mobile phone and see if their phone number displays as "unknown caller" (or similarly named).

If you verify that their phone line is hiding their caller ID, you have three options from here:

Provide them with the User PIN which they will need to enter upon being prompted. This is not recommended however, as they will continue to show as an unknown caller in the portal, and you will not be able to easily identify them in reports).

Ask them to get private mode removed by their phone provider. This is not always desirable however as some may have reasonable reasons for having their caller ID blocked.

Ask them to use the prefix that unlocks privacy mode on a call by call basis.

- In Australia, from a landline: Dial 1832 then your Vattendance phone number (ie 183290219220)

- In Australia, from a mobile: Dial *31# then your Vattendance phone number (ie *31#90219220) (more info)

- In New Zealand, from a landline: Dial 0196 then your Vattendance phone number (ie 01963201090)

- In New Zealand, from a mobile: Dial *31# then your Vattendance phone number (ie *31#3201090) (more info)