Vonage Voic Plus. User Guide

Transcription

1 Vonage Voic Plus User Guide Version:. Revised 08 DEC 006 Vonage documentation is considered proprietary and is made available for business operations and review by employees and regulatory agencies. Distribution to third parties without prior permission is prohibited.

2 Notices Copyright 006, Vonage All rights reserved. No part of this documentation may be reproduced in any form or by any means or used to make any derivative work (such as translation, transformation, or adaptation) without prior written permission from Vonage. Vonage reserves the right to revise this documentation and to make changes in content from time to time without obligation on the part of Vonage to provide notification of such revision or change. Vonage provides this documentation without warranty of any kind, implied or expressed, including, but not limited to, the implied warranties of merchantability and fitness for a particular purpose. Vonage may make improvements or changes in the product(s) and/or the program(s) described in this documentation at any time. Version:.

3 Table of Contents. Conventions in this User Guide Vonage Basics Introduction to Vonage Voic Plus Getting Started Accessing Voic Plus the First Time New Message Alerts Accessing Voic Messages Dialing * Dialing the Vonage Line Number Dialing a Vonage Local Access Number Voic Access Numbers Voic Main Menu Options Listen to Messages Menu Setup Options Menu Change Your Password Normal and Extended Absence Greetings Scheduled Personal Greetings Record a Name Announcement Change Your Review Options Using the Web Account Logging in to Web Account Changing the Voic Password/PIN using Web Account Enable or Disable Voic within your Web Account Setting the Time Before Voic Picks Up Checking Messages Using Web Account Notification Questions and Answers Troubleshooting Version:. Page i

4 . Conventions in this User Guide The formatting conventions in this user guide are as follows: Steps are numbered and key commands to choose on the phone are formatted bold. Example:. Using your Vonage line press *3. Web page commands appear in this user guide worded exactly as they appear on the web page and are formatted bold. Example: When selecting either Enable Voic Notification or Enable Voic Attachments remember to enter a valid Address. Important information is presented alongside an exclamation point icon. Example: By default voic is setup to answer the line after it rings for 30 seconds (approximately five rings). The voic system will not be personalized until you access the system by phone and create your own password/ personal identification number (PIN), name announcement and personal greeting. A note designates additional information that is particularly important for the step the note is indented under. Example:. Select a new password/pin. Note: The standard password/ PIN length must be 4-5 numbers. All figures and tables have a number and caption. Example: Figure Main Menu Options Listen to Messages 9 Setup Options * Exit 0 Help 00 Auto Attendant Version:. Page

5 . Vonage Basics VoIP (Voice over Internet Protocol) is a great way to make and receive phone calls using your broadband Internet connection instead of your standard phone line. VoIP converts your phone calls into data that travels through your high-speed Internet connection just like , but comes out the other end just like a regular phone call. Your callers will never know that it's any different since it sounds like a regular phone call. Vonage is an all-inclusive VoIP phone service. Vonage supplies local and long distance calling anywhere in the US (including Puerto Rico) and Canada for one low price. Vonage uses your existing high-speed Internet connection (also known as broadband) instead of standard phone lines. In order to use the Vonage service you need the following: A broadband Internet connection such as Cable or DSL. Vonage does not provide Internet service. A credit/debit card with U.S. billing and shipping address. A Vonage phone adapter that is provided free, upon sign up through Vonage. Any touch-tone phone, corded or cordless. 3. Introduction to Vonage Voic Plus Vonage Voic is called Voic Plus because it provides customers with more options for managing voic than standard voic services. With Voic Plus, Vonage customers can manage voic messages by telephone, or online using Web Account. Customers may also receive voic messages as attachments in . Vonage customers may review their voic by using any of the following methods: A Vonage line. A non-vonage line. Customer s account. Customer s Vonage Web Account. Once your voic feature has been setup, login at any time to manage your voic messages and access your user options. Voic Plus exceeds the limits of other voic services by allowing: Messages to be up to five minutes in length. Messages to be stored for up to 60 days. Storage of up to 50 messages. This maximum number includes both new and saved messages. Messages to be saved on your computer s hard drive for long term storage. Throughout this document whenever the term voic is used, the document is referring to Vonage Voic Plus. Version:. Page

6 4. Getting Started Your voice mailbox is active, and will start receiving messages, once you receive a confirmation containing your Vonage line number (referred to as Vonage Line for the remainder of this document). If family and friends know your new Vonage number they can start leaving voic messages immediately, even if you have not received (and plugged in) your Vonage device. By default voic is setup to answer the line after it rings for 30 seconds (approximately five rings). The voic system will not be personalized until you access the system by phone and create your own password/ personal identification number (PIN), name announcement and personal greeting. Follow the steps under the Chapter 4. Accessing Voic Plus the First Time in this user guide. For security reasons please change your Voic password/pin as soon as possible. 4. Accessing Voic Plus the First Time The first time you access voic you are prompted by the Setup Assistant to create your own password/pin, name announcement, and personal greeting. These settings may be changed anytime in the future. During this call pressing * will replay the prompt. The following steps assume you are accessing voic for the first time using your Vonage line. If you are using another line to access your account, refer to Chapter 4.3 Accessing Voic Messages for instructions on how to access voic , once connected, you can respond to the Setup Assistant prompts described in steps through 9 below.. Using your Vonage line press *3.. Voic prompts to enter the temporary password/pin received in the Vonage welcome/confirmation . The Setup Assistant prompts to: 3. Select a new password/pin. Note: The standard password/ PIN length must be 4-5 numbers. 4. Enter the new password/pin a second time to confirm. 5. To accept the new password/pin press #, to reject and start again press *. 6. Record a name announcement. 7. To accept the new name announcement press #, to reject and start again press *. 8. Record a personal greeting. Note: Your voic greeting may be up to minute (60 seconds) long. 9. To accept the new name greeting press #, to reject and start again press *. At this point, your new Voic Plus mailbox has been personalized. Version:. Page 3

7 4. New Message Alerts When new messages exist on your Vonage line you will: Hear a stutter tone when you pick up the phone handset. Receive an indicating that you have voic , providing notification has been activated through your Web Account. Refer to Chapter 6.. Enable or Disable Voic within your Web Account for more information. 4.3 Accessing Voic Messages There are three ways to access your voic using the telephone:. Dialing *3 (Works only when dialing from a Vonage line).. Dialing the mailbox number direct. Note: The mailbox number is the Vonage line number. 3. Dialing a Vonage Local Access Number Dialing *3 Dialing *3 works when accessing voic from any Vonage line. When dialing *3 from a Vonage line, the Vonage network recognizes the phone number placing the call as a Voic Plus mailbox number, and will prompt you for the mailbox password/pin for that line. If dialing from a non- Vonage line refer to Chapter 4.3. Dialing the Vonage Line Number and Chapter Dialing a Vonage Local Access Number. If you are dialing from the Vonage line you wish to check messages for, follow the steps below:. Dial *3.. Enter the password/pin. 3. Continue to Chapter 5 Voic Main Menu Options. Note: You may wish to disable Call Waiting while accessing your voic . Dialing *70 before dialing *3 disables Call Waiting for the call. If you are dialing from a Vonage line, but it is not the line you wish to check messages for, follow the steps below:. Dial *3.. When prompted for the password press *. 3. Voic prompts for a mailbox number. Note: The mailbox number is the full telephone number you want to check messages for. This is generally an eleven-digit number. Refer to Table for examples of various mailbox numbers. Version:. Page 4

8 Table Examples of Mailbox Numbers Country Example Mailbox Number USA Canada UK , Voic prompts for the mailbox password/pin. 5. Continue to Chapter 5 Voic Main Menu Options Dialing the Vonage Line Number Dialing the voic line works when calling from any line (Vonage or Non-Vonage).. Dial the -digit Vonage line you want to check messages for.. Press the * key when voic picks up. 3. Enter your password/pin. 4. Continue to Chapter 5 Voic Main Menu Options. Note: The voice line number may be a toll call from the line placing the call. If the number is determined to be a toll call you may wish to use a Vonage Local Access Number Dialing a Vonage Local Access Number Vonage Local Access Numbers work when calling from any line (Vonage or Non-Vonage).. Dial a Vonage voic Local Access Number. Note: For instructions on how to find a Local Access Number in your area refer to Chapter Voic Access Numbers.. When prompted for the password press *. 3. Voic Plus prompts for a mailbox number. Note: The mailbox number is the full line number you want to check messages for. This is generally an eleven-digit number. Refer to Table for examples of various mailbox numbers. 4. Voic Plus prompts for the mailbox password/pin. 5. Continue to Chapter 5 Voic Main Menu Options. Version:. Page 5

9 4.3.4 Voic Access Numbers Vonage supplies Voic Plus access numbers across the US, UK, and Canada. When checking your voic from a remote location (and your Vonage line is a toll call from the line you are dialing from), you may wish to use an access number that is a toll free call (providing one is available). Vonage voic access numbers are located in the right hand column of the Voic Plus web page. To navigate to the Voic Plus page:. Using your web browser go to Click the Features link. 3. On the Features page click the Voic Plus link. 4. On the right side of the Voic Plus page under the Check your Voic 3 Ways section, Click the Select a country drop-down list and select the country you are calling from. Refer to Figure. 5. The Select an area code drop-down list is populated with available area codes for the country selected. Click an area code off the Select an area code list to find the Local Access Number (if one is available). Figure Selecting a Voic Access Number Step 4 Select country Step 5 Select an area code Voic Access Number Version:. Page 6

10 5. Voic Main Menu Options After a valid password/pin is entered, the Voic Plus Main Menu options are announced. Figure illustrates the telephone buttons and corresponding functions for the Main Menu. The options are: Listen to Messages press. Setup Options press 9. Exit press star (*). Help press 0. Auto Attendant press 00. Figure Main Menu Options Listen to Messages 9 Setup Options * Exit 0 Help 00 Auto Attendant Each Vonage account is given one voice mailbox per physical telephone number. Physical numbers are lines that have the ability to receive and place calls. Virtual numbers are lines that can receive calls but cannot place calls (800 numbers are virtual numbers). Virtual numbers do not get mailboxes. Once connected to voic , users with multiple mailboxes can switch between them by using the Auto Attendant. Auto Attendant provides the ability to check multiple mailboxes during the same call. While navigating within the voic menu system the * key either cancels, or navigates up one level, through the menu hierarchies. Pressing 0 provides help. To increase readability throughout this user guide, only portions of the menu structure relevant to the topics discussed are illustrated. For a complete diagram of the menu prompts refer to Figure 0 on the last page of this user guide. Version:. Page 7

11 5. Listen to Messages Menu Option on the main menu is Listen to Messages. Figure 3 illustrates the telephone buttons and corresponding functions for navigating the Listening to Messages menu. Figure 3 Listening to Messages Menu Navigation Listen to Messages New Messages Saved Messages 3 Deleted Messages 0 Help Available navigation commands while listening to messages Review Message Save Message 3 Delete Message 5 Message Options 7 Replay Last 0 Seconds 8 Pause Message 9 Fast Forward 0 Seconds 0 Help # Skip Message * Cancel and return to Main Menu Previous Message 5 Message Information (From/Time/Date) 0 Help # Marks Message Press any key to Resume Voic supplies three folders for storing your messages: Inbox Saved Messages Deleted Messages Once you have chosen to listen to messages you may be prompted to do any of the following: Press to Listen to New Messages. New messages are messages you have not saved or deleted over the automated phone message retrieval system. These messages are stored in the Inbox folder. Press to Listen to Saved Messages. Allows you to listen to the messages you have previously listened to and saved. These messages are stored in the Saved Messages folder. Press 3 to Listen to Deleted Messages. Deleted messages are not deleted immediately, and can be recovered for up to 4 hours from the moment originally deleted. These messages are stored in the Deleted Messages folder until they are permanently deleted. Press 0 for Help. Help describes prompt functionality in detail. Version:. Page 8

12 The Listen to Messages menu prompts vary depending on the status of your Voic messages. Example: If you choose to listen to your messages and have new messages, but no saved or deleted messages, you will only be prompted to press to listen to new messages, or press 0 for Help. You will not be prompted to listen to saved or deleted messages because you have none at this time. Figure 3 illustrates all the navigation keys available while listening to messages. All are self explanatory except the Mark Message feature. Once a message is paused users can press pound (#) to mark the message so the message will repeat from the marked time on. Once the message is marked it will replay, looping from the marked time to the end of the message, until you are finished reviewing it. Version:. Page 9

13 5. Setup Options Menu Option 9 on the Main Menu is Setup Options. Figure 4 illustrates an overview of the telephone buttons and their corresponding functions for navigating the Setup Options menu. Figure 4 Setup Options Menu Navigation 9 Setup Options Mailbox Setup and Greeting Change Your Password Normal & Extended Absence Greetings 3 Scheduled Personal Greetings 4 Record Your Name Announcement 6 Change Your Review options Review Greeting Record Your Greeting 4 Delete Greetings 5 Record Extended Absence Greeting 6 Activate/Deactivate Extended Absence Greeting Timestamp On Timestamp Off Review Greetings Record Greetings 3 Greetings Override 4 Review Greetings Schedules 5 Modify Greetings Schedules 6 Delete Greetings Override Greeting for Rest of the Day Override Your Greeting Indefinitely 3 Schedule an Override Interval 5 Cancel Scheduled Override Assign Default Greeting Assign Greetings for a Day of Week 3 Assign Greetings for a Specific Day of Year 4 Delete Greeting Schedules Note: You can press 0 anytime for help. Pressing * navigates upwards through the menu hierarchy. 5.. Change Your Password Option under Mailbox Setup and Greeting is Change Your Password. Vonage sets no limits for how often passwords need to be changed. We recommend you change your password/pin as often as needed. To record a new password/pin:. Dial into your voic account.. Press 9 for Setup Options. 3. Press for Mailbox Setup and Greeting 4. Press for Change Password. 5. Enter a new password/pin followed by the # key. 6. Enter the new password/pin again, followed by the # key to confirm. Note: Passwords/PINs are 4-5 characters long and consist of numbers only. Version:. Page 0

14 5.. Normal and Extended Absence Greetings Option under Mailbox Setup and Greeting is Normal & Extended Absence Greeting. Figure 5 illustrates the telephone buttons and corresponding functions for navigating the Normal & Extended Absence Greetings menu. Figure 5 Normal & Extended Absence Greeting Menu Navigation Normal & Extended Absence Greetings Review Greeting Record Your Greeting 4 Delete Greetings 5 Record Extended Absence Greeting 6 Activate/Deactivate Extended Absence Greeting Voic plays the Normal Greeting and Extended Absence Greeting then returns to the previous menu level. Allows you to record a new greeting. Navigate using Key Commands listed in Table. Voic returns to the previous menu level when finished. To delete the Normal Greeting press. To delete the Extended Absence Greeting press 3. Once a choice is made the greeting is deleted and voic returns to the previous menu level when finished. Record an Extended Absence Greeting and press #. Press # to accept, or choose appropriate response from Table. If accepting the new greeting there is an option to press # to activate it. Voic activates the Extended Absence Greeting and returns to previous menu level. Voic returns to previous menu level when finished. Each mailbox can have the following three greetings: One Normal Greeting, which is assigned the number and is also referred to as a Personal Greeting. One Extended Absence Greeting, which is assigned the number 3 (also referred to as Personal Greeting number 0 in some menus). One additional Personal Greeting, which is assigned the number, and is recorded as discussed in Chapter Record Greetings (Record a Second Personal Greeting) of this user guide. The Review Greeting, Record New Greeting, and Delete Greetings commands found within the Normal & Extended Absence Greeting menu (Figure 5) do not provide the ability to record, hear, or delete the additional personal greeting. The additional personal greeting can only be managed using the Scheduled Personal Greetings menu. Version:. Page

15 5... Review Greeting Option under Normal & Extended Absence Greetings is Review Greetings. This option identifies and plays the Normal Greeting and the Extended Absence Greeting. Once played the system returns to the previous menu level Record Your Greeting Option under Normal & Extended Absence Greetings is Record Your Greeting. This option allows you to record a new personal greeting number (Normal Greeting) or Extended Absence Greeting. You cannot record a new personal greeting number using this option. The Normal Greeting is automatically assigned the greeting number. You are prompted to record this greeting the first time you access voic by telephone. To record a new Normal Greeting:. Dial into your voic account.. Press 9 for Setup Options. 3. Press for Mailbox Setup and Greeting. 4. Press for Normal & Extended Absence Greetings. 5. Press for Record Your Greeting. 6. Record a greeting, press the pound (#) key to accept, or choose the appropriate key from Table for the desired response. Table Key Commands for Personal Greeting Key Function # To accept To replay To rerecord 3 Mark as an Extended Absence Greeting * To cancel 0 For help Note: Each voic greeting may be up to minute (60 seconds) long Delete Greeting The choices are to delete your Normal Greeting press, to delete your Extended Absence Greeting press 3. After either deleting a greeting, or pressing * to cancel, the system returns to the previous menu level. Version:. Page

16 5...4 Record Extended Absence Greeting The Extended Absence Greeting is a convenient greeting to turn on and off for any period of time. For example, you may wish to have your Extended Absence Greeting when calls received while you are away at lunch, or attending a meeting. To record an Extended Absence Greeting:. Dial into your voic account.. Press 9 for Setup Options. 3. Press for Mailbox Setup and Greeting. 4. Press for Normal Greeting and Extended Absence Greetings. 5. Press 5 for Record Extended Absence Greeting. 6. Record the greeting, press the pound (#) key to accept, or choose the appropriate key from Table for the desired response. 7. To activate the Extended Absence Greeting immediately press # Activate/Deactivate Extended Absence Greeting When you check voic the system reminds you when the Extended Absence Greeting is activated by stating Your Extended Greeting is turned on, to turn it off press pound. The Extended Absence Greeting can also be turned off by following the navigation steps below:. Dialing into your voic account.. Press 9 for Setup Options. 3. Press for Mailbox Setup and Greeting. 4. Press for Normal Greeting. 5. Press 6 for Deactivate your Extended Greeting. Version:. Page 3

17 5..3 Scheduled Personal Greetings Option 3 under Mailbox Setup and Greeting is Scheduled Personal Greetings. Figure 6 illustrates the telephone buttons and corresponding functions for navigating the Scheduled Personal Greetings menu. Figure 6 Scheduled Personal Greetings Menu 3 Scheduled Personal Greetings Review Greetings Record Greetings 3 Greetings Override 4 Review Greetings Schedules 5 Modify Greetings Schedules 6 Delete Greetings Identifies greeting number then plays greeting. Voic returns to previous menu level when finished. Prompted to choose number for greeting you wish to record. Acceptable choices are and. To accept press #. To mark the greeting as an Extended Absence Greeting press 3 Voic returns to previous menu level when finished. See Figure 7 Plays the default greeting configuration, including the greeting number and the start and end times, and dates, the greeting is scheduled to play Voic returns to previous menu level when finished. See Figure 8 Enter number of greeting to delete, press # to accept, press * to re-enter. If accepted, voic confirms deletion and returns to previous menu level. The Review Greeting, Record New Greeting, and Delete Greetings commands found in the Personal & Extended Absence Greeting menu (Figure 5) do not allow you to hear, record, or delete your additional personal greeting. These functions can only be performed by using the Review Greetings, Record Greetings, and Delete Greetings commands under the Scheduled Personal Greetings menu (Figure 6) Review Greetings Option under Scheduled Personal Greetings is Review Greetings. This option identifies the greeting by number then plays the greeting, upon finishing the system returns to the previous menu level. All existing greetings are played, including the Extended Absence Greeting. Version:. Page 4

18 5..3. Record Greetings (Record a Second Personal Greeting) Option under Scheduled Personal Greetings is Record Greetings. This option allows you to record a new personal greeting number (Normal Greeting), or personal greeting number. Any greeting you record can be marked as an Extended Absence Greeting as described in step 7 below. If you create a second personal greeting, you can switch between it and your Normal Greeting by using the Greetings Override or Greetings Schedules features. To record a second personal greeting:. Press 9 for Setup Options.. Press for Mailbox setup and Greetings. 3. Press 3 for Scheduled Personal Greetings. 4. Press for Record Greetings. 5. Enter the number for your second Personal Greeting. Note: Each voice mailbox can have a maximum of two greetings (and one Extended Absence Greeting). When prompted to enter a number for your second greeting the system will not accept any number greater than. The Normal Greeting is already assigned the greeting number. 6. Record your greeting. 7. To accept the newly recorded greeting press #, press 3 to mark your greeting as an Extended Absence Greeting, or choose the appropriate response key from Table. Version:. Page 5

19 Greetings Override Option 3 under Scheduled Personal Greetings is Greetings Override. Figure 7 illustrates the telephone buttons and their corresponding functions for navigating the Greetings Override menu. Figure 7 Greetings Override Menu Navigation 3 Greetings Override Override Greeting for Rest of the Day Override Your Greeting Indefinitely 3 Schedule an Override Interval 4 Stop Active Override and Resume Normal Greeting Schedule 5 Cancel Scheduled Override Enter the number to override with followed by the # key. Voic returns to the previous menu level. Enter the number to override with followed by the # key. Voic returns to the previous menu level. If starting in next 4 hours press #, or enter a start date (mmddyy) and confirm, Prompted to enter time (hhmm). Prompted to enter for AM or for PM. Prompted to accept press #, renter press*. To end in next 4 hours press #, or enter an end date (mmddyy) and confirm. Prompted to enter time (hhmm). Prompted to enter for AM or for PM. Prompted to accept press #, renter press*. This option appears once a override is in effect. If chosen the system states "Override cancelled. Your normal greeting schedule will resume." Voic returns to previous menu level when finished. This option appears once a scheduled override is in effect. If chosen the system states "Override cancelled. Your normal greeting schedule will resume." Voic returns to previous menu level when finished. Announces override is complete and returns to the previous menu level. The mailbox must have two personal greetings recorded to use any Greetings Override commands. You cannot choose your Extended Absence Greeting as the override greeting when using these commands. The active greeting is the greeting played when incoming callers are directed to voic . By default your Normal Greeting is the active greeting, unless you changed the active greeting using the Greetings Override or the Modify Greetings Schedules commands. Assume you have created a second greeting, number. The Greetings Override commands provide the ability to switch between your Normal Greeting and greeting for the rest of the day, indefinitely, or according to a schedule you specify using an Override Interval. An Override Interval allows you to specify any time period to activate the greeting of your choice. When scheduling an Override Interval, you can start and end the interval within the next 4 hours, or enter any date and time (AM or PM) to start and end the interval. Version:. Page 6

20 The mailbox must have two recorded personal greetings in order to use Greetings Override features. You cannot choose your Extended Absence Greeting number 3 (or 0) as the override greeting when using this feature. To override the active greeting:. Press 9 for Setup Options.. Press for Mailbox setup and Greetings. 3. Press 3 for Scheduled Personal Greetings. Note: To listen to the existing mailbox greetings choose to Review Greetings (refer to Figure 5). 4. Press 3 for Greetings Override. 5. Refer to Figure 7 and select the appropriate choice. Note: When prompted to enter a number for the greeting to switch to, your Normal Greeting is greeting number, your second personal greeting is number Review Greetings Schedules Option 4 under Scheduled Personal Greetings is Review Greetings Schedules. The option plays the default greeting schedule, including the times and dates greetings are scheduled to play. When completed the system returns to the previous menu level. Version:. Page 7