The end user tried logging into the voice portal to record a greeting for the auto attendant, however they got locked out. I've reset the portal pin but it doesn't seem to unlock the login. What am I missing with this?

Routinely manage UCM systems but I'm new to Webex Calling. Is there a way to configure the softkey templates, or re-arrange the softkeys in any fashion? I have been digging around and can't seem to find anything. Customer is coming from a CME system ...