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Voicemail Users Guide

CONTENTS:

VOICEMAIL TELEPHONE ANSWERING

To allow voicemail to answer your phone, you must be forwarded to the voicemail system at extension 6-0000. Each of the standard forwarding features work with the voicemail system. You can forward busy, forward no answer, or forward all to the voicemail system. If you use a D-Term phone, click here for forwarding instructions. For a beige single line phone, click  here.

TONE/SIGNAL INDICATORS

Our voicemail system is programmed for message waiting indicators. Subscribers who have the multi-line phones with display will receive a VMM on their display and a light whenever there is a message in their voicemail box. Subscribers with single line phones will receive a broken dial tone, which indicates that there is a message in your voicemail box.

GAINING ACCESS TO YOUR VOICEMAIL

To check messages from your phone:

  • Dial 6-0000.
  • Enter your 6-15 digit security code.

To check messages from another voicemail subscriber phone:

  • Dial 6-0000.
  • When prompted for a security code, press star (*).
  • When you hear the system greeting, press pound (#).
  • Enter your 5-digit mailbox number.
  • Enter your 6-15 digit security code.

To check messages from a non-subscriber phone:

  • Dial 6-0000.
  • When you hear the system greeting, press pound (#).
  • Enter your 5-digit mailbox number.
  • Enter your 6-15 digit security code.

To check messages from off-campus:

  • Dial (615) 936-0000.
  • When you hear the system greeting, press pound (#).
  • Enter your 5-digit mailbox number.
  • Enter your 6-15 digit security code.

MESSAGE REVIEW

After gaining access to the system:

  • Press 1 - 1 to hear new, unread messages first, or
  • Press 1 - 2 to review all messages.

By pressing 1 - 1 at the beginning of a session, you will first hear unheard messages received since the last session. By pressing 1 - 2, you hear all messages in your mailbox in the order received. If new messages arrive before you exit the system, you are prompted to press 1 - 1 to hear new messages.

SPECIAL SYSTEM MESSAGES

Before you reach the Main Menu, you may hear some special notification messages that will inform you of unsuccessful notification attempts, delivery confirmations of messages sent, or automatic message deletion warnings telling you that a message is about to be erased. These notifications may not be skipped. You must also listen to broadcast messages from your system manager.

MANIPULATING MESSAGES

Messages are listened to one at a time. They are placed in your mailbox in the following order: urgent, non-urgent, and archived, with the oldest message within each category played first. You have a number of options available to you while a message is playing and after you have listened to it.

Playback Controls
While listening to a message, you can perform the following:

  • Press 1 to rewind 5 seconds
  • Press 1 - 1 to rewind to the beginning
  • Press 2 to pause (pressing 2 again restarts)
  • Press 3 to fast-forward 5 seconds
  • Press 3 - 3 to skip to the end
  • Pressing 4 slows down the playback of the message
  • Press 5 to get envelope information
  • Pressing 6 speeds up the playback of the message
  • Press 8 to decrease the volume
  • Press 9 to increase the volume

Too many commands to remember? Press zero (0) during the review of a message and you will be prompted for the playback controls.

After reviewing a message, you can perform the following:

  • Press 4 to replay
  • Press 5 to get envelope information
  • Press 6 to send a copy
  • Press 7 to delete
  • Press 8 to reply
  • Press 9 to save

You can save, erase, or skip each message. The next message is played automatically. Your mailbox receives a limited number of messages and can become full, so you should routinely erase unnecessary new or archived messages.

Replay
At the end of a message, you can press 4 to replay the message.

Envelope Information
You can obtain envelope information by pressing 5 while listening to the message, or immediately after it ends. You hear the sender's name if the message is from a subscriber (otherwise, you hear that the message is from an outside caller), date and time sent, how long it is, and whether it is Urgent and/or Private. For an archived message, the time refers to when the message was sent. After playing the envelope information, the system automatically resumes playing the message where you left off.

Send Copy
You can send a copy of a mesage you've received to another subscriber. You can send a copy of any message unless it has been marked Private by the sender.

Erase
Messages that do not require action can be erased after review by pressing 7. Once you erase a message, however, it cannot be retrieved.

Reply
You can send a reply to a subscriber's message immediately after you review it without hanging up and re-dialing by pressing 8.

Save
To save a message in the archives, press 9. Saved messages are archived separately from new messages and are played after your new messages.

ADDITIONAL KEY CONTROLS

Skip a message (#)
You may skip to the next message at any time while listening to a message by pressing the pound (#) key. You can skip to archived messages at any time by pressing (#) - (#). Any message you skip remains available for your review later.

Cancel review of messages (*)
You may stop reviewing at any time while listening to messages in your mailbox by pressing the star (*) key. You will return to the Main Menu.

Skip from one type of message to another (#)
After playing all of your new messages, the system automatically plays your skipped messages (messages skipped after listening for 2 seconds or more during the current session) and then your archived messages. Pressing pound (#) skips a message. Pressing (#) - (#) skips to archived messages.

SYSTEM MANAGER FUNCTIONS

The System Manager menu provides you with the flexibility to change your security code, record greetings, edit group lists and notification schedules, and activate date/time playback. You can choose one of six options from this menu, with prompts that will guide you. By referring to the  Quick Reference Card and listening to the prompts, you can move easily through the following options:

  • Personal options
  • Messaging options
  • Automated attendant options
  • Record a standard greeting
  • Record a busy greeting
  • Record an out-of-office greeting

PERSONAL OPTIONS

Notification Schedule

The system allows you to set one notification schedule. Outcall notification is most often used by subscribers who are frequently out of the office and want to be notified of new messages on a pager or cell phone. It is also helpful if a subscriber wishes to be notified of messages after hours or on weekends.

After gaining access to the system:

  • Press 4 for System Manager Functions
  • Press 1 for Personal Options
  • Press 1 to change message notification

There are many options available to you when setting up your notification schedule. You will be able to limit outcall notification to messages from a specific mailbox, certain types of messages (Urgent, Private, etc.), during certain hours of the day or days of the week, or you may bypass these options and choose to receive a notification every time you receive a voicemail message at any time. You may add several numbers at which you can receive notifications.

Greetings

You can easily change your personal greeting to keep callers informed of your schedule. You can also leave an out-of-office greeting or re-record your name.

Standard Greeting
Your standard greeting is played to anyone calling or being transferred to your mailbox, so you should encourage callers to leave a detailed message. Currently, there is no option for a standard system greeting. You must record a personal greeting.

After gaining access to the system:

  • Press 4 for System Manager Functions
  • Press 4 to record a standard greeting

Busy Greeting
Your busy greeting is played to anyone who attempts to call you while you are on the phone. If you no greeting is recorded, the caller will hear a system greeting.

After gaining access to the system:

  • Press 4 for System Manager Functions
  • Press 5 to record a busy greeting

Out-of-Office Greeting
You should record an out-of-office greeting to be played to subscribers and outside callers in place of the standard greeting when you will be away for an extended period of time. Callers cannot skip your out-of-office greeting.

After gaining access to the system:

  • Press 4 for System Manager Functions
  • Press 6 to record an out-of-office greeting

NOTE: You no longer have to record an out-of-office greeting each time you are away. With the new voicemail system, you only have to record a generic out-of-office greeting once, after which you can toggle that greeting on and off. While your out-of-office greeting is activated, you will be reminded that you are using an out-of-office greeting each time you log in to your voicemail. You will then be prompted to turn it off. Your personal greeting is reinstated as soon as the out-of-office greeting is deactivated.

Name Recording
The system plays your name to confirm your mailbox number whenever someone addresses a message to you. You recorded your name during your first entry into the system, but you can change the recording of your name whenever you choose. Simply press 4 - 1 - 5 from the Main Menu.

Security Code

You recorded your personal security code when you entered the system for the first time and initialized your mailbox, but you can change it at any time by following the steps below. Your security code prevents others from accessing your mailbox and listening to your messages.

After gaining access to the system:

  • Press 4 for System Manager Functions
  • Press 1 for Personal Options
  • Press 4 to change the security code

You should make your security code a number easy for you to remember, because if you forget it, your mailbox will have to be reset by VUIT. There is a $10.00 charge for resetting a mailbox.

MESSAGING OPTIONS

Group Distribution Lists

When sending messages to the same group of people regularly, group distribution lists can save you time. These lists provide a way of storing up to 200 mailbox numbers per list. Messages can be sent to all members of the list using a 5-digit mailbox number. With the new voicemail system, only an VUIT voicemail administrator can set up or remove a group distribution list. There is no charge to activate this feature, and once the list is established, you are able to add and remove numbers to the list as needed.

Edit Existing Lists
Once VUIT has established a group distribution list for you, you may make changes to the list by adding or removing mailboxes. When updating the list, if a subscriber's mailbox is already on the list and you wish to remove it, enter the extension. If it is not on the list, then the mailbox is added.

After gaining access to the system:

  • Press 4 for System Manager Functions
  • Press 2 for Messaging Options
  • Press 3 to change the distribution list

Message Envelope Settings

You can use this feature to hear the date and time each message was received before listening to the message. Date and time playback can be used on a "per message" basis by pressing 5, or it can be turned on to be automatically played before every message by following the steps below.

After gaining access to the system:

  • Press 4 for System Manager Functions
  • Press 2 for Messaging Options
  • Press 6 to change the message envelope settings

SENDING MESSAGES

This function allows you to record and send messages to other subscribers on the system.

After gaining access to the system:

  • Press 2 to record the message (using recording controls, if desired)
  • Press pound (#) when finished recording
  • Press 1 to replay your message (optional)
  • Enter the destination mailbox number
  • Press zero (0) to select message delivery options (Private, Urgent, Message Confirmation, Future Delivery)
  • Press pound (#) to confirm and send your message

You may re-record all or part of your message, if desired, as well as choose from a variety of delivery options.

Recording Controls

  • Press 1 to rewind 5 seconds of the message
  • Pressing 1 - 1 rewinds to the beginning of the message
  • Press 2 to pause (pressing 2 again restarts)
  • Press 3 to fast-forward 5 seconds
  • Pressing 3 - 3 fast-forwards to the end of the message
  • Press 4 to slow down the message
  • Press 5 after pausing to resume recording OR record over what you had previously recorded
  • Press 6 to speed up the message
  • Press 8 to decrease the volume
  • Press 9 to increase the volume
  • Pressing the star (*) key deletes the entire recorded message and you are prompted to re-record

Re-recording your message
Before or after pressing pound (#) to mark the end of a message and before entering the destination mailbox, you can press 1 to review the recorded message. If you are not satisfied with the message as you recorded it, you can re-record all or part of it by using recording controls.

Selecting a destination
A destination can be an individual subscriber's mailbox number or name, or a group distribution list number. You can send a message to any one of these individually or to any combination of destinations. You can also send messages to yourself by entering your own mailbox number.

DELIVERY OPTIONS

You may use any combination of the following delivery options. Options must be selected after you enter the destination and before you send the message by pressing zero (0).

Private
Marking your message Private prevents the recipient from sending a copy of the message to anyone else.

Urgent
If you mark a message Urgent, it is available for review by the recipient before non-urgent messages. Do not use Urgent for routine messages.

Messaging Confirmation
When you request message confirmation, the system sends a message to your mailbox telling you when the recipient has listened to your entire message.

Future Delivery
You can tell the system to deliver your message at a specific time in the future.

After selecting this option, the system will prompt you for the following information:

  • Enter the date as a 6-digit number (MM-DD-YY)
  • Set the hour and the minutes as either 3 or 4 digits (2:00 = 200, 10:15 = 1015)
  • Press 1 for A.M. or 9 for P.M.

NOTE: Make sure you set the delivery time in your recipient's time zone.

Different Options for Different Destinations
When sending to multiple destinations, the options assigned in the previously entered destinations (Private, Urgent, etc.) also apply to the next destination. To cancel a previously selected option, press the number of that option again, before sending the message to its destination. This action turns the option off. In this way, you can send the same message to two people and have it send to one person as Urgent and Private and another person with a Future Delivery date specified.

Sending the Message
Send the message by pressing pound (#) only after selecting all the options desired. Your message will be sent (or held for future delivery). Now you can enter another destination or press star (*) to return to the Main Menu. Once you've sent a message, you cannot get it back.

NOTE: You may cancel any option for a particular destination by pressing its number again (i.e., pressing 2 the first time marks it Urgent; pressing 2 again removes the Urgent marking).

LOCATE MESSAGES

This feature lets you ask the system to play messages sent to you from a subscriber or distribution list you specify. The system plays new and archived messages from that individual or group of individuals. You can press pound (#) to skip past one message and move to the next. If you choose to hear messages from outside callers, the system plays all messages from outside callers.

After gaining access to the system:

  • Press 3 to Locate Messages
  • Press 1 to locate messages from another subscriber
  • Press 2 to locate messages from an outside caller

FREQUENTLY ASKED QUESTIONS

I have a voicemail box, but when people call me, my voicemail never picks up. What should I do?
To allow voice mail to answer your phone, you must forward your phone to the voicemail system at extension 6-0000. If you use a D-Term phone, click here for forwarding instructions. For a beige single line phone, click here.

How can I get voicemail to pick up if I have a rollover line?
Make sure that your main line is set to forward busy to your rollover line. Then, set your rollover line to forward no answer and forward busy to the voicemail system at extension 6-0000. As long as people are calling your main line and not your rollover directly, your callers will receive your personal greeting.

I used to be able to send a voicemail to several people at once using a group list. How can I set that up on the new system?
Only an VUIT voicemail administrator can set up or remove a group distribution list.  There is no charge to activate this feature, and once the list is established, you are able to add and remove numbers to the list as needed.

How do I change my voicemail greeting?
In the Main Menu of your voicemail box, press 4 for System Manager Functions, then 4 again to record a new greeting.

I’m going on vacation. How do I set up an extended absence greeting?
In the Main Menu of your voicemail box, press 4 for System Manager Functions, then 6 to record an out-of-office greeting. The system will prompt you to record your greeting, or turn it on/off.

How can I change the name on my voicemail?
In the Main Menu of your voicemail box, press 4 for System Manager Functions, then 1 for Personal Options, and then 5 to record your name.

I accidentally deleted a voicemail message that I wanted to keep. Can I get it back?
No. Once a message has been deleted, it cannot be retrieved. 

How can I set up my voicemail to page me when I have a new message?
You will need to set up a notification schedule. Click here for instructions.

If I transfer a call to someone and their voicemail picks up, how do I get the call back?
To exit that persons’ voicemail box and retrieve the call, simply press star-star-Transfer (* * Transfer). This exits the voice mail system and the caller is returned to you.

CONSULTATIONS AND TRAINING CLASSES

Representatives from Vanderbilt Information Technology are available for voicemail and telephone system office consultations and training classes free of charge.

HOW TO ORDER

For assistance in ordering service, or a voice mail price list, please call VUIT at (615) 343-9999.

REPAIR SERVICE

If you need telephone repair service, please call 1-1611 and provide the following information:

  • Problem Extension
  • Description of Problem
  • Phone Location
  • Contact Name
  • Contact Number

If you have questions about our voicemail service, please call VUIT at (615) 343-9999.