1 Voice Solutions Data Solutions Internet Solutions Managed Solutions Qwest Business Voice Messaging Service USER GUIDE Y O U R E A L W A Y S C O N N E C T E D
2 Welcome! Increased efficiency, productivity and professionalism start right here, right now. With Qwest Business Voice Messaging Service staying connected couldn t be easier. This user guide provides step-by-step instructions on how to use your Business Voice Messaging Service features. Instructions are organized according to the telephone keypad buttons used to access them. Each set of instructions outlines the voice prompts that you will hear when you use the service. To get started, just use your special Retrieval Number or use our Easy Retrieval feature (if your mailbox is built on your phone number, dial your own phone number and press  to interrupt your greeting). Then follow the voice prompts. Whenever you need help, instructions and hints are at your fingertips just press  for help, or press [*] to back up to the previous menu. An index is provided in the back of this guide for quick reference to each feature. For questions about using your Qwest Business Voice Messaging Service please call If you have a DID Mailbox, dial your mailbox number instead of your phone number for Easy Retrieval, then press  to interrupt your greeting.
3 Table of Contents TITLE PAGE SETTING UP YOUR MAILBOX AT-A-GLANCE MENU GUIDE LISTEN TO MESSAGES SEND MESSAGES MESSAGE NOTIFICATION* ADMINISTRATIVE OPTIONS STANDARD GREETINGS SCHEDULED GREETINGS* EXTENSION MAILBOX* CALL ROUTING* CALL ROUTING TO NUMBER* LISTEN-ONLY MAILBOX INDEX * These optional features can be added at a small additional cost at any time to enhance your Business Voice Messaging Service. Just call
4 Setting Up Your Mailbox Set-up takes just a few minutes. Friendly voice prompts will guide you through the entire process. You can always erase anything you ve recorded or programmed. However, you must listen to the entire tutorial before you may proceed. To go back to the previous menu at any point along the way, press [*]. SETTING UP INCLUDES: First-time set-up Choosing your personal security code Choosing an outgoing greeting Recording your outgoing greeting Call your Retrieval Number You will find your Retrieval Number in the letter that accompanied this brochure. If you ve misplaced your Retrieval Number, call us at Enter your 7- or 0- digit phone number if prompted for a mailbox number If you have a Direct Inward Dialing (DID) mailbox, call your DID mailbox number: Press  to interrupt greeting. Choose a Personal Security Code: Enter any number, - to 8-digits long, that doesn t begin or end with zero. Use any number that will be easy for you to remember, but difficult for others to have access to. You will be asked to record your name: Say your name, or whatever name you d like to assign to your Mailbox (such as your company name, department name or phone number). Don t worry if you make a mistake. The service always lets you back up or erase by pressing the [ * ] key. Choose a Standard Greeting or Record Your Own
5 If you have questions, call YOU WILL BE ASKED TO CHOOSE A GREETING: Greetings Options Standard Greeting with your number. Our Standard Greeting with your number says: You have reached (your mailbox number). At the tone, please record your message. At the end of your message press [ ]. Standard Greeting with your name. Our Standard Greeting that allows you to insert your name says: You have reached (your name). At the tone, please record your message. At the end of your message, press [ ]. Personal Greeting up to 90 seconds in length. (If you have the Call Routing to Number feature, you may want your Personal Greeting to include If you need to speak to someone right away, press [ 0 ] for assistance. Call your Qwest consultant to set this up.). See pages 0 - for more information on Call Routing to Number.
6 Menu Guide At-A-Glance These two pages provide an overview of your Qwest Business Voice Messaging features and functions, identifying which keys to press to access each feature. Call your Retrieval Number MAIN MENU Or, call your own phone number and press [ 7 ] to interrupt your greeting. This is also known as Easy Retrieval. If you have a DID mailbox, call your DID mailbox number, then press [ 7 ] to interrupt your greeting Enter your Security Code to access your mailbox TO LISTEN TO NEW MESSAGES Pages 6-7 TO SEND A MESSAGE Pages 8-9 TO CHECK MESSAGE RECEIPT Pages 0- FOR PERSONAL OPTIONS Pages - TO ACCESS ANOTHER MAILBOX FOR HELP TO EXIT/DISCONNECT 5 0 * Enter the recipient s mailbox number Press [ # ], followed by the mailbox number you want to access Help messages are always available at any point when using the service Wait to hear goodbye before you hang up
7 If you have questions, call While listening to messages After listening to messages Option Feature... Feature... When finished recording # Message Notification on* Rewind 0 sec. Replay To review your message Message Notification off* Rewind to beginning of message Access Date & Time 5 Enter destination number Interrupted dial tone on Interrupted dial tone off Pause/Restart Fast forward 0 sec. Send Copy Erase message 6 7 Option Send now # Delivery options 0 See Page 9 for more detailed instructions See Page for more detailed instructions Option Security Codes Group Lists Fast forward to end of message Slow down Access Date & Time Speed up Normal volume Reply to message Save message Return to main menu Skip message 8 9 * # Prompt Levels Louder volume 9 Feature... Notification on/off Administrative options Greetings Date & Time Autoplay 6 See Page for more detailed instructions Return to main menu Skip message * # Feature... Set up Scheduled Greetings See Page 7 for more detailed instructions. If you purchased the Scheduled Greetings Option, follow these instructions. Notification schedules* Create extensions* 9 Option Extension Extension Option Pager Local phone number Option Change your greeting Record an extended absence greeting Extension See Page 9 for more detailed instructions Temporary See Page for more detailed instructions Record a new name See Page 5 for more detailed instructions * This optional feature can be added at a small additional cost at any time to enhance your Business Voice Messaging Service. Just call
8 Listen To Messages Main Menu One When you pick up the phone, you will hear an interrupted dial tone that will let you know when you have new messages.* When you hear it, just follow the steps at right to retrieve and listen to your new messages. When you re away from your desk, you can check for new messages by following the same, simple steps. LISTEN TO MESSAGES INCLUDES: Retrieve new messages Know the date and time a message was sent to you Options while listening Send a copy of a message Replay a message Erase a message Reply to a message Save a message Skip a message Call your Retrieval Number Or, call your own phone number and press [ 7 ] to interrupt your greeting. This is also known as Easy Retrieval. If you have a DID mailbox, call your DID mailbox number, then press [ 7 ] to interrupt your greeting Enter your Security Code to access your mailbox MAIN MENU** TO LISTEN TO NEW MESSAGES*** ** To bypass the Main Menu and go directly to your messages, activate Autoplay by pressing [ 6 ] at the Main Menu. To deactivate Autoplay, press [ 6 ] at the Main Menu. *** To temporarily interrupt messages and access the Main Menu, press [ * ] while messages are playing. 6 * Specially equipped phones may also have a light that flashes. Interrupted dial tone is sometimes affected by certain line conditions, so you may occasionally have messages even when you don t hear the tone. Interrupted dial tone is not available in all areas or with routers Direct Inward Dialing (DID) mailboxes. Message waiting indicators are optional features; e.g. interrupted dial tone, flashing light.
9 If you have questions, call While listening to messages Feature... Rewind 0 sec. Rewind to beginning of message Pause/Restart After listening to messages Feature... Replay Access Date & Time Send Copy 5 6 Record an introduction Send copy Use the Copy feature to make sure others hear important messages firsthand. Any messages in your voice mailbox (except those marked as private) can be copied and shared with other Qwest Voice Messaging subscribers. # Fast forward 0 sec. Erase 7 Fast forward to end of message Reply to message 8 Record your reply Slow down Access Date & Time Speed up Normal volume Louder volume Return to main menu Skip message * # Save message* 9 Return to main menu * Skip message # * Messages can be saved for 00 days. On the 0st day, the service will tell you that a message is going to be deleted, and give you the option of resaving it. Send reply With the Reply feature, you can respond immediately to any voice message sent by another Qwest Voice Messaging subscriber without hanging up and redialing. # 7
10 Send Messages Main Menu Two With Qwest Business Voice Messaging Service you can send voice messages to individuals, groups of individuals (from lists that you create, according to your needs), and your own extension mailboxes. You can also send messages to anyone in your local calling area who subscribes to Qwest Business Voice Messaging Service. SEND MESSAGES INCLUDES: Sending messages Sending messages to multiple destinations Sending messages on a future date Call your Retrieval Number Or, call your own phone number and press [ 7 ] to interrupt your greeting. This is also known as Easy Retrieval. Enter your Security Code to access your mailbox MAIN MENU TO RECORD YOUR MESSAGE If you have a DID mailbox, call your DID mailbox number, then press [ 7 ] to interrupt your greeting 8
11 If you have questions, call Multiple destinations When finished recording # Enter destination number A 7- or 0-digit phone number An Extension Mailbox number* Send now See below for instructions on sending messages with delivery options. # Occasionally, you might need to send the same message to several people. If so, you don t need to re-record the message and send it again and again. After entering the destination number of your first recipient, just enter a new destination number followed by [ # ]. For each additional recipient, enter a destination number followed by [ # ] until you ve entered all numbers. When you re done, press [ * ] to exit. Exit * A Group List number** * For information on Extension Mailboxes, see Page 8. ** For information on setting up Group Lists, see Page. Delivery Options Option Private Urgent Message confirmation Future delivery* * Use the Future delivery option when you want to send a reminder to others or yourself. 0 Confirm receipt* Notify of non-receipt * If you don t use the Request Confirmation delivery option, you can still find out if your sent message was heard by pressing [ ] at the Main Menu, then entering the recipient s mailbox number. If the message was heard, the service will say All messages have been received. If not, you ll hear There is one message from you in that mailbox. Then your message will play, along with the date and time it was sent. After selecting your delivery option: Send now You ll also have the option to enter another Destination Number Need to keep track of messages that you ve sent? Select your own mailbox as an additional destination. # Enter a date Then enter any date within the next 0 days Cancel * To spell a day of the week Follow the prompts 9
12 Personal Options Notification Main Menu Four Waiting for an important message or need to know the moment a new one has arrived? Message Notification will alert you on your pager or by ringing any local phone number you choose, including your work phone, home phone or wireless phone. You can use your Personal Greeting to tell callers that you ll be notified when they leave a message. It s easy to turn Message Notification off or on. NOTIFICATION INCLUDES: Turning notification on/off Notification greetings Notification schedules Choosing phone number or pager Temporary notification Call your Retrieval Number Or, call your own phone number and press [ 7 ] to interrupt your greeting. This is also known as Easy Retrieval. Enter your Security Code to access your mailbox MAIN MENU PERSONAL OPTIONS If you have a DID mailbox, call your DID mailbox number, then press [ 7 ] to interrupt your greeting 0
13 If you have questions, call Feature... Notification on/off Administrative options Greetings Notification schedules * Create extensions* 9 You will only be notified of messages in the main mailbox. Messages in extension mailboxes will not trigger your pager or local phone number. You can program when you want Message Notification to alert you. And when you don t. Remember to assure the notification schedules don t overlap. For example. Open: 8:00 a.m. 5:00 p.m. and Closed: 5:00 p.m. 8:00 a.m. overlaps and is incorrect. Open: 8:00 a.m. 5:00 p.m. and Closed: 5:0 p.m. 7:59 a.m. is correct. You can also use the Temporary schedule to override your usual settings. This is useful when you re at a different local phone number for a limited period of time. You can use your personal greeting to tell callers that you ll be notified when they leave a message. Option Pager Local phone number Temporary Option Message Notification on Message Notification off Message Waiting Indicator on Message Waiting Indicator off Follow the prompts and enter: Your pager number or local telephone number The times of day you want to be notified If you re using a modem, you may have trouble dialing out when there s an interrupted dial tone. There may be times when you don t want to be distracted by a pager or an interrupted dial tone. If so, either listen to current messages to cancel the tone, or temporarily turn the interrupted dial tone off. Changing the settings takes seconds. What type of message will activate notification: Any new message Urgent messages only How soon you want to be notified: Immediately After hour After hours After hours After day Never 5 6 Be sure to turn Message Notification ON. See instructions on this page. * This optional feature can be added at a small additional cost at any time to enhance your Business Voice Messaging Service. Just call
14 Personal Options Administrative Main Menu Four Administrative Settings streamline the management of your calls and give you more control over your time and communications. The Settings let you assure the privacy of your messages by allowing you to assign a personal security code to your mailbox. You can save time by creating up to 5 Group Lists for various teams or departments. And the Group Lists let you record and send a single message to as many as 5 people simultaneously. ADMINISTRATIVE OPTIONS INCLUDE: Security codes Date/Time stamping Group distribution lists Autoplay Prompt levels Call your Retrieval Number Or, call your own phone number and press [ 7 ] to interrupt your greeting. This is also known as Easy Retrieval. Enter your Security Code to access your mailbox MAIN MENU PERSONAL OPTIONS If you have a DID mailbox, call your DID mailbox number, then press [ 7 ] to interrupt your greeting
15 If you have questions, call Feature... Feature... Notification on/off Change Skip on ** Administrative options Greetings Notification schedules * Create extensions* 9 Option Security Codes Group Lists Prompt Levels Date & Time Autoplay 6 Skip Option Create Edit Delete Hear Name On Off Skip off You won t be asked for your security code when calling from your main number or the number your voice mailbox is built on. You must enter your security code. Enter a number from to 5 for this list. Listen to the voice prompts to Edit, Delete or Rename. Standard Extended (more instruction) Rapid (less instruction) Record a name for the list and press [ # ] If you lose your place, just press [ ] to hear the names and numbers you ve put on your Group List. Enter the mailbox numbers one at a time. To add an Extension Mailbox: Extension Extension Extension # # # On Off When Autoplay is on, your messages will play before you hear the Main Menu. Just press [ * ] to go directly to the Main Menu. Remove any Extension mailbox by entering its number again. * This optional feature can be added at a small additional cost at any time to enhance your Business Voice Messaging Service. Just call ** Skip On is not available with a DID mailbox, Call Routing or Call Routing to Number.
16 Personal Options Standard Greetings Main Menu Four Business Voice Messaging lets you customize each Voice mailbox with a greeting that s appropriate for that mailbox. The Standard Greeting with Number reassures callers that they have dialed the correct number. The Standard Greeting with your Name is ideal for phones assigned to departments or information centers, as well as those assigned to individuals. The Personal Greeting lets you greet callers with a customized message. You can switch from one type of greeting to another quickly. STANDARD GREETINGS INCLUDES: Change greeting or recorded name Extended absence greeting Recording mailbox name Call your Retrieval Number Or, call your own phone number and press [ 7 ] to interrupt your greeting. This is also known as Easy Retrieval. Enter your Security Code to access your mailbox MAIN MENU PERSONAL OPTIONS If you have a DID mailbox, call your DID mailbox number, then press [ 7 ] to interrupt your greeting
17 If you have questions, call Feature... Notification on/off Administrative options Option Standard with your number The system will play your current greeting. Greetings Notification schedules * Create extensions* 9 Option Change your greeting Record an extended absence greeting Record a new name Personal greeting Record your greeting after the tone and press [ # ]. Option Keep current greeting Change current greeting # * If you have purchased the optional feature, Scheduled Greetings, see instructions on Pages 6-7. After the tone, record the new name assigned to the mailbox and press [ # ]. Record your new greeting after the tone and press [ # ]. * This optional feature can be added at a small additional cost at any time to enhance your Business Voice Messaging Service. Just call
18 Personal Options Scheduled Greetings Main Menu Four The Scheduled Greetings option lets callers know immediately if they ve called outside your regular business hours. If you choose this option, it will replace the Standard Greeting feature. Scheduled Greetings are helpful if your hours or availability change temporarily, for instance, during the holidays. You also have the option of setting up an Extended Absence Greeting with Business Voice Messaging Service. You can choose to keep or cancel your Scheduled Greetings each time you call your voice mailbox. When you cancel, your usual Standard greeting will resume automatically. SCHEDULED GREETINGS INCLUDES: Scheduled greetings Change greeting or recorded name Call your Retrieval Number Or, call your own phone number and press [ 7 ] to interrupt your greeting. This is also known as Easy Retrieval. Enter your Security Code to access your mailbox MAIN MENU PERSONAL OPTIONS If you have a DID mailbox, call your DID mailbox number, then press [ 7 ] to interrupt your greeting 6
19 If you have questions, call Feature... Notification on/off Administrative options Greetings Notification schedules* Create extensions* Feature... Set up Scheduled Greetings 9 Note: Scheduled Greetings is not available with DID or Extension Mailboxes, Call Routing, or Call Routing to Number. Follow the prompts to do the following: Set your Weekend Days: Keep Saturday/Sunday for weekend Add or delete weekend days using the key codes below SU MO TU WE TH FR For example, if your weekend is Sunday and Monday, you ll need to press [ 7 ] to delete Saturday from the standard schedule and press [ 66 ] to add Monday. SA 7 Set your Open/Closed Time Schedule: Standard Schedule (The Standard Schedule is: Open 8:00 a.m.- 5:00 p.m., Monday through Friday. Closed 5:0 p.m.-7:59 a.m. Monday through Friday, and hours Saturday & Sunday.) Create a Custom Schedule. Follow the voice prompts. Press [ ] to use the Open Greeting hours a day. Or, if you don t want to use an Open Greeting, press [ 66 ] to spell NO. Your Closed Greeting will play all the time. The system will play back your schedule: Choose your Greetings: Standard Open Greeting Create a Custom Open Greeting. Follow the voice prompts Follow the prompts to choose a Closed Greeting The system will play back your greeting: If correct Change If correct Change * This optional feature can be added at a small additional cost at any time to enhance your Business Voice Messaging Service. Just call
20 Personal Options Extension Mailbox Option Main Menu Four This optional feature* adds up to three additional extensions to your main mailbox. It s ideal for small companies with just a few employees or businesses with multiple departments. Each extension can have its own security code to keep messages private, and mailbox owners can go directly to their own messages without sifting through everyone else s. As you assign a security code for each extension, write it down and give each person using that extension a copy of the appropriate code. EXTENSION MAILBOX INCLUDES: Creating Extensions Changing extensions Call your Retrieval Number Or, call your own phone number and press [ 7 ] to interrupt your greeting. This is also known as Easy Retrieval. Enter your Security Code to access your mailbox MAIN MENU PERSONAL OPTIONS If you have a DID mailbox, call your DID mailbox number, then press [ 7 ] to interrupt your greeting 8
21 If you have questions, call Feature... Notification on/off Administrative options Greetings Notification schedules* Create extensions* 9 A built-in security code will play: Option Extension Keep this code Enter a new code Record a name for this extension. Extension Extension Callers can leave general messages in the main mailbox, or leave messages at any of the individual extensions please note, however, that callers can only leave messages. Extension mailboxes do not ring through to individual phones. Choose a greeting for this extension: Standard greeting with name Record a personal greeting Repeat these steps to set up the next extension. * This optional feature can be added at a small additional cost at any time to enhance your Business Voice Messaging Service. Just call
22 Call Routing Options Call Routing and Call Routing to Number are optional features that provide you with efficient options to manage your calls. Call Routing: Your business can have one main business phone number for as many as nine different departments or affiliates. Callers will hear your greeting, and then be invited to leave a message in the appropriate mailbox. Callers can only leave messages Call Routing does not ring through to individual phones. OPTIONS INCLUDE: Changing your Call Routing greeting Changing your Call Routing setup Call Routing to Number: Allows calls to be routed to other local phone numbers, to 800, 877 or 888 numbers, or to a Qwest Voice Mailbox. You can have up to nine destination numbers, as long as at least two of them are equipped with Qwest Business Voice Messaging Service and billed to the same number as your service. Here s an example of how Call Routing to Number can work: Thanks for calling Metro Electricians. To reach an electrician in your area, press one of these numbers: In Lakeville, press [ ]; In Pineville, press [ ]; In City Center, press [ ]. To speak to an attendant, press [ 0 ]. OPTIONS INCLUDE: Setting up Call Routing to Number Changing your Call Routing to Number greeting Changing your Call Routing to Number setup 0 * This optional feature can be added at a small additional cost at any time to enhance your Business Voice Messaging Service. Just call
23 If you have questions, call To set up Call Routing: A Qwest Consultant will call to establish your service and all the mailboxes calls will go to. Before this call, please prepare: A list of destinations and corresponding key numbers from -9 A main greeting up to minutes long A greeting-only -digit security code Allows changes to greeting without contacting Qwest. A greeting for each mailbox A security code for each mailbox To change a Call Routing Greeting: Call your special Retrieval Number Enter your Call Routing mailbox number Enter your Greeting-only security code Feature... Record a new greeting. Follow the prompts. Although you can press [ ] to Delete Existing Greeting, DO NOT change your greeting this way. It may temporarily disable Call Routing. Press [ ] instead and record your new greeting over your old one. To make other changes to Call Routing: If you have Call Routing and want to add, delete or change the order of the number or mailboxes to which calls get routed or make any other changes, just call Please note that the optional Scheduled Greetings feature is not available with Call Routing. If you ve added Call Routing to your existing service, the way you access your mailboxes may change. Your Qwest Consultant will review these changes with you. * This optional feature can be added at a small additional cost at any time to enhance your Business Voice Messaging Service. Just call
24 Listen Only Mailbox A Listen Only Mailbox lets you record an announcement for your callers to hear. It s a great way to easily communicate information that does not require a reply, such as your company s hours of operation, a list of the services you provide, directions on how to find you, or details on special offers and promotions. Although callers cannot leave a message, they can press [ 0 ] to be connected to another mailbox or telephone number, or simply hang up after listening to your announcement. LISTEN ONLY MAILBOX INCLUDES: How a Listen Only Mailbox works Setting up a Listen Only Mailbox Recording a Listen Only announcement Reviewing or deleting an announcement How a Listen Only Mailbox Works: Listen Only Mailbox announcements are created in a Contributor Mailbox, then sent to your Listen Only Mailbox for incoming callers to hear. The announcements are recorded in three segments, each of which can be as long as five minutes for a maximum message length of 5 minutes. The mailbox puts all recorded segments together so that they play in sequence, with no gaps or airtime in-between. This arrangement comes in handy when you need to change only a portion of your announcement for example, when your hours of operation change during a holiday season or when you want to promote a temporary offer. Re-recording a segment erases it from the sequence and moves the remaining segments up in the queue (segment # becomes #, and segment # becomes #). For that reason, information that is likely to change is best reserved for the third segment, since you can re-record that segment at any time without disrupting the others. If you try to record more than three segments, the service will alert you that your Mailbox is full. You ll then need to delete a segment before you can record a new one. To set up a Listen Only Mailbox: A Qwest Consultant will establish your service, then call you with instructions on recording your initial announcement. Once your service is activated, you can change your announcement by calling the Listen Only Mailbox Access Number provided to you, and following these instructions: Call the Access Number Press [ * ] [ # ] and enter the Contributor Mailbox Number Enter your Security Code to reach the Main Menu To order Listen Only Mailbox, call If you have questions about Listen Only Mailbox, call
25 If you have questions, call To record a Listen Only Announcement: Call the Access Number. To Review or Delete a Listen Only announcement: Main Menu Send an announcement Feature... When finished recording Record one segment after the other. When asked for the Destination Mailbox Number, enter your Listen Only Mailbox number. # Option Send announcement now Send announcement later Use this feature to prerecord announcements about special offers or other date-sensitive information. # Follow the prompts to enter the date and time-of-day you want this segment to begin. Record and send an additional segment Press [ * ] [ # ] and enter the Contributor Mailbox Number. Enter your Security Code to reach the Main Menu. Main Menu Check receipt of an announcement Enter your Listen Only Mailbox number. The current announcement(s) will play. After each announcement segment, you will hear a prompt. Retain that announcement You can press [ ] if you want to listen to your recording entering the Destination Mailbox Number, or press [ * ] to re-record. Accept this segment and delivery date # Exit the system You can exit the system at any time by pressing [ * ] [ * ]. * Delete that announcement indicate No More Destinations * Exit the system *
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