*97 + Password = 10 seconds of silence and then hang up

One of the phones here at the office hangs up after about 10 seconds of silence when accessing voicemail.

The user dials *97 on a Polycom IP501SIP phone
There is a prompt for the password
User enters password
Silence (10 seconds or so)
Hangs up

I have checked all of the settings and compared them with other users. I checked the phone itself for a setting that might help. Everything to the best of my knowledge looks correct.

Any ideas???

Standing by.