VOICEMAIL USER GUIDE 1
CONTENTS 1. Introduction... 3 1.1 What is voicemail?.. 3 1.2 Why do we use voicemail?.... 3 1.3 Features of voicemail.. 3 2. Steps to set up new voicemail box.. 4 2.1 Setup new voicemail 4 2.2 Setup new call forward.... 4 3. Steps to change existing voicemail. 5 3.1 Change your security code..... 5 3.2 Record a personal greeting for your mailbox. 6 3.3 Record your name to identify your mailbox 7 4. Out of Office Greeting. 8 4.1 To record and set an out of office greeting. 8 4.2 To remove an out of office greeting.. 9 5. Retrieve voicemail messages 10 5.1 Retrieve voicemail messages from your desk phone. 10 5.2 Retrieve voicemail messages from a different internal extension 10 5.3 Retrieve Voicemail messages from outside of the University. 10 6. Advanced Features.. 11 6.1 Set a time date stamp... 11 6.2 Set a daily message reminder... 12 6.3 Forward voice message. 13 6.4 Set up a call processor... 14 7. Tips 15 8. Further information.. 16 2
1. Introduction 1.1 What is voicemail Voicemail is a computerised voice messaging system which can improve client service and enhance work productivity. Voicemail enables you to listen to and send messages from any tone dial phone in the world. Also, if your phone is engaged, voicemail can be setup to answer your calls and take a message. 1.2 Why do we use voicemail Voicemail was introduced to the University to enable clients to reach your department or school at any time and leave a message for a specific individual. The introduction of voicemail has increased the effectiveness of business activities and increased both individual and group productivity. It also: Reduces the number of telephone calls and callbacks (telephone tag). About three quarters of all first time calls do not reach the desired person. People tend to make far fewer callbacks when they have a voice mailbox in which callers can leave messages. If a caller indicates the information they need, and the call is saved; the return call can pass on the information rather than find out what is needed. Reduces holding times for callers. Voice mail frees callers form being placed on hold indefinitely when the person they want is temporarily unavailable. Reduces or eliminates yellow slips. Voice mail reduces the need for message desks and live telephone receptionists, providing an alternative to leaving messages (which can be lost), and frees administrative and clerical staff for more vital tasks. Available 24 hours a day. Voice mail allows your school or department to have its communication channels permanently open; you can set it up to notify you, at any time and at any telephone number, whenever your office extension receives a call. Reduces interruptions. If you are busy with important or urgent work, you can use voice mail to collect messages, which you can attend to later. Studies have shown that two thirds of all calls are less important than the work they interrupt. 1.3 Features of voicemail The University voicemail system is a sophisticated answering service that can: answer many phones at the same time store incoming voice messages in personalised mailboxes associated with the user s phone number enable users to forward received messages to another voice mailbox send messages to one or more other voice mailboxes add a voice introduction to a forwarded message make calls to a telephone to notify the user a message has arrived in his/her mailbox 3
2. Steps to set up new voicemail box Set up new voicemail box Set up new call forwards 2.1 Set up new voicemail Please follow the prompts to set up your new voicemail box. Note: If the mailbox has been previously used by another person it will need to be reset. Please contact a Telecommunications Administrator and we will reset the mailbox for you. 1. Dial 57040 2. When prompted by the system, please enter the default security code 0000 3. If this is the first time using voicemail, you can choose to listen to the automatic voicemail tutorial which will help you set up your voicemail box 4. Record your name and message when prompted 5. Setup your phone so it forwards to voicemail, refer to Set up new call forwards steps below 6. When a voicemail is received by your mailbox, the red display light of your phone will illuminate. When the message has been retrieved, the light will turn off 2.2 Set up new call forward 1. Call forward (re-direct) your phone to voicemail as follows: To set a call forward all on your phone so it is immediately answered by voicemail without any rings, pick up your handset Dial *3 57040 To cancel the call forward all, pick up your handset Dial #3 To set a call forward busy on your phone so voicemail answers while you are on another call, pick up your handset Dial *4 57040 To cancel the call forward all, pick up your handset Dial #4 To set a call forward no answer on your phone so voicemail Dial *5 57040 answers if you do not pick up within 4-6 rings, pick up your handset To cancel call forward no answer, pick up your handset Dial #5 Note: For further information on call forwarding, please refer to the Phones website. 4
3. Steps to change existing voicemail Change your security code Record a personal greeting for your mailbox Record your name to identify your mailbox 3.1 Change your security code 1. Access your subscriber mailbox by dialing 57040 and enter your existing security code Note: This may be the default security code of 0000 2. For phone manager functions, press 3 3. For personal options, press 1 4. To change your security code, press 4 5. At the prompt, enter a new numeric security code, followed by the hash (#) key Note: Your security code must be a minimum of four digits in length 6. You will then be prompted for confirmation, enter your new security code again followed by hash (#) key 7. The system will confirm that your security code has been changed 8. To exit the system, please hang up Note: If you do not know your security code, please contact a Telecommunications Administrator and we will reset the code for you 5
3.2 Record a personal greeting for your mailbox 1. Access your subscriber mailbox by dialing 57040 and enter your security code 2. For phone manager functions, press 3 3. For personal options, press 1 4. To record a personal greeting, press 3 5. To record your normal greeting, press 2 6. The current recording is... 7. Choose one of the following: To discard current recording [This option will then take you back to step 3] Press 4 To start recording; To stop recording Press 2 Note: When recording your greeting try to limit the greeting to 10 or 15 seconds. For example: You have reached [department] and the voicemail for [name]. I am either away from my desk or on the phone at the moment. Please leave your name, number and a short message and I will return your call as soon as possible. Thank-you. 8. Once your message has been recorded, choose one of the following: To save this message Press 5 To review this message Press 6 To discard the existing greeting Press 4 Cancel and leave the previous recording unchanged Press * 9. When you're satisfied with the recording, press 5 to save it 10. To exit the system, please hang up 6
3.3 Record your name to identify your mailbox 1. Access your subscriber mailbox by dialing 57040 and enter your security code 2. For phone manager functions, press 3 3. To access the personal options menu, press 1 4. To record your name, press 5 5. The name currently recorded for mailbox number [extension ] is [name] 6. Press 2 to start recording. Press 2 again to stop recording 7. Choose one of the following: To save this name Press 5 To review this name Press 6 To discard this name and re-record Press 4 8. When you are satisfied with the recording, press 5 to save it 9. To exit the system, please hang up 7
4. Out of office greeting Record and set an out of office greeting Remove an out of office greeting 4.1 To record and set an out of office greeting 1. Access your subscriber mailbox by dialing 57040 and enter your security code 2. For phone manager functions, press 3 3. For personal options, press 1 4. To record a personal greeting, press 3 5. To record and set your out of office greeting, press 3 6. The current recording is... 7. Choose one of the following: To discard current recording [This option will then take you back to step 3] Press 4 To make a new recording; To stop recording Press 2 To turn on the recorded out of office greeting Press 5 To quit Press * Note: When recording your greeting try to limit the greeting to 10 or 15 seconds. For example: You have reached [department] and the voicemail for [name]. I am currently out of the office from [date] to [date]. In my absence, please contact [name] on extension [number]. Alternatively, please leave your name, number and a short message and I will respond upon my return. Thank-you. 8. Once your message has been recorded, choose one of the following: To save this message Press 5 To review this message Press 6 To discard your message and re-record Press 4 9. When you're satisfied with the recording, press 5 to save it. 10. To exit the system, please hang up 8
4.2 Remove an out of office greeting 1. Access your subscriber mailbox by dialing 57040 and enter your security code 2. You will be prompted automatically, that your out of office greeting is on. To remove your out of office greeting Press 4 To continue the out of office greeting Press 5 9
5. Retrieve voicemail messages Retrieve voicemail messages from your desk phone Retrieve voicemail messages from a different internal extension Retrieve voicemail messages from outside of the University 5.1 Retrieve voicemail messages from your desk phone 1. When a voicemail is received by your mailbox, the red display light of your phone will illuminate. 2. Access your subscriber mailbox by dialing 57040 and enter your security code 3. The Automated voice will tell you how many new or saved messages are in your mailbox. Follow the prompts to listen to new messages. 4. If messages are over 30 days old they are automatically deleted by the system. 5.2 Retrieve voicemail messages from a different internal extension 1. Dial 57040 if you are at a different internal extension 2. When the automated voice answers, press * and # in quick succession 3. You will then be prompted by the automated voice to enter your mailbox number. Enter your 5 digit extension number 4. Enter your security code and access voicemail functions as usual 5.3 Retrieve voicemail messages from outside of the University 1. Dial 3735 7040 if you live in Brisbane OR 5552 8200 from the Gold Coast 2. The automatic voice will answer voicemail and prompt you if you have a mailbox on the system, press the hash (#) key 3. When prompted to enter your mailbox number, enter your 5 digit extension number 4. Enter your security code and access voicemail functions as usual 10
6. Advanced features Set a time date stamp Set a daily message reminder Forward a voice message Set up a call processor 6.1 Set a time date stamp The time date stamp is a notification within the voicemail system which confirms the time a call was lodged in your mailbox. This feature is beneficial when retrieving voicemail, so calls can be returned within an appropriate timeframe. 1. Access your subscriber mailbox by dialing 57040 and enter your security code 2. For phone manager functions, press 3 3. For messaging options, press 2 4. To change message envelope settings, press 6 5. You will then be given 3 options relating to when you wish to hear the time and date information To hear envelope information before messages Press 1 To hear envelope information after the messages Press 2 To hear envelope information only on request Press 9 To quit Press * 6. To exit the system, please hang up 11
6.2 Set a daily message reminder A daily message reminder is an automatic reminder sent by the voicemail system at a specific time each day to notify you that messages are waiting in your mailbox. This feature is handy when you want to be notified of new messages, but do not want to be bothered every time a message arrives in your mailbox. 1. Access your subscriber mailbox by dialing 57040 and enter your security code 2. For phone manager functions, press 3 3. For personal options, press 1 4. To change the daily message reminder, press 2 5. Choose one of the following: To change daily message reminder settings Press 3 To quit Press * 6. Enter the daily me daily message reminder time followed by hash (#) key. For example 935 # (for 9:35) 7. For AM press 1; For PM press 9 8. Enter the telephone number followed by # key (this is the number that will be contacted to remind user that a voicemail has been received). For example enter your 5 digit extension number 9. The system will confirm, the number you entered was [number] 10. Choose one of the following: If this is correct Press 1 Otherwise [This will take you back to step 7] Press 9 11. The system will confirm, you will be reminded of messages daily at [time] at [number] and then choose from one of the following: To turn on the message reminder Press 1 To change the daily message reminder [This will take you back to step 5] Press 3 To quit Press * 12. Once the message reminder is turned on. The system will confirm that the message reminder is on. 13. To exit the system, please hang up 12
6.3 Forward a voice message This allows users to forward a voice message from one mailbox to another. This is useful in situations when you receive a detailed voice message that would be better directed to a colleague you can simply forward the voice message to them in its original detail. 1. Access your subscriber mailbox by dialing 57040 and enter your security code 2. Listen to voice message as usual 3. To forward this message, press 2 4. Enter the mailbox number of the person to whom you wish to forward this message (enter the 5 digit extension number) 5. This message will be forwarded to [name] 6. To start recording the introduction press 2, to stop recording press 2 again 7. choose from one of the following: To continue recording the introduction Press 2 To send the message and the introduction press Press 5 To review your introduction press Press 6 8. The message has been forwarded. 9. choose from one of the following: If you want to forward the message to someone else Press 1 If not [You will then be prompted to act on your original message] Press 9 To quit Press * 14. To exit the system, please hang up 13
6.4 Set up a call processor A call process mailbox presents a menu of options to callers and acts upon the caller s selections. Please contact a Telecommunications Administrator and we can program the call processor in the system. Once this has been programmed, a message can then be recorded. 1. Access your subscriber mailbox by dialing 57040 and enter your security code 2. When the automated voice answers, press * and # in quick succession 3. Please enter your mailbox number [to be advised on setup] 4. Please enter your security code [to be advised on setup] 5. To record standard greeting, press 4 6. To record an announcement, press 5 7. Enter the mailbox number for which you want to make a recording [to be advised on setup] 8. The current recording is.. 9. Choose one of the following: To discard current recording [This option will then take you back to step 3] Press 4 To start recording; To stop recording Press 2 Note: When recording your greeting try to limit the greeting to 10 or 15 seconds. For example: 'Hello. You've reached the [department name]. [Message. For example: This office is currently attended Monday to Friday 9am until 12 p.m.] If you would like to speak to [a school secretary], please press 1. If you would like to speak to [student administration], please press 2. Alternatively, please leave a message at the tone and we will get back to you as soon as possible. 10. Once your message has been recorded, choose one of the following: To save this message Press 5 To review this message Press 6 To discard the existing greeting Press 4 Cancel and leave the previous recording unchanged Press * 11. When you're satisfied with the recording, press 5 to save it. 12. To exit the system, please hang up 14
7. Tips Pressing star (*) key takes you back a step in the menu Messages over 31 days old they are automatically deleted by the system, so ensure that you check voice message before this time If you delete a message by pressing 4, the system will confirm the message has been deleted. However, if you do not hang up at this stage the message can be retrieved by pressing 7. You will then be prompted, to recover this message press 4 15
8. Further information For further information on voicemail procedures and advanced features, please contact a Telecommunications administrator within the Network and Communications team. 16