UC Office Manager – Managing Voicemail

Voicemail Concepts

• Most users will have a voicemail enabled, excluding common areas.
• We find most users prefer to have the voicemail delivered by email, and then deleted.  This prevents receiving the same message twice.
• Voicemail transcription is available as an option at additional cost.
• General voicemail boxes can be setup, and monitored from several phones if necessary.
• Users can control voicemail either using the web portal, or by dialing in.

Voicemail Settings

The Voicemail Tab in the User Menu contains most of the settings for voicemail.  Most users will have a voicemail box, and in general we set the voicemail to be delivered as an email and then deleted.

Setting	Description
Enable	Enable (check) or disable (uncheck) voicemail.
Inbox
Options	This setting affects audio voicemail (calling into voicemail), but does not affect the web portal voice messages. Check the appropriate inbox options. Choices are: ● Sort Voicemail inbox by latest first = plays newest messages first. ● Announce voicemail received time = plays the timestamp of the message. ● Announce incoming call ID = plays the caller ID number if available.
Operator Forward	This setting determines where a call is sent if the caller presses 0 while the voicemail greeting is being played. When using this feature, tell callers near the beginning of your recorded voicemail greeting that they can press 0 to redirect their call.
Number of Messages	Read-only field that shows the current count of messages. Click the Clear messages link to delete messages, but leave greetings in place.
Data
Limit	Read-only field that shows user’s storage limit.
Used	Read-only field that shows the user’s used storage. Click the Clear data link to delete all messages, greetings, and the name recording.
Greetings
Voicemail Greeting	To select an active voicemail greeting, click a greeting from the drop-down list. To play the selected greeting, click the icon. To download the selected greeting, click the icon. To upload or record a greeting, click the icon to display the Manage Greetings pop-up window. Greetings must be in MP3 or WAV format. 1. A greeting can be created using text to speech 2. Can be uploaded (Greetings must be in MP3 or WAV format.)  In some cases, you may want there to be no voicemail greeting (for example if callers are being transferred from an auto attendant that has already said to leave a message.  In this situation, use a silent recording.) 3. Click Call. Your phone will be called. At the prompt, record the new greeting, and then press # when you finish your recording. You must press SAVE at the bottom of the screen for your message to be active
Recorded Name	If your company has a dial-by-name directory, you must record your name to appear in the directory. Click the icon to listen to your current name recording on your computer or click the icon to upload or record a new greeting.
Unified Messaging
Email Notification	Adjust your voicemail to email settings. Choices are: ● None = no emails when voicemail is left. ● Send w/ Hyperlink = system sends an email to this user with a link to the voicemail ● Send w/ Brief Hyperlink = system sends an email to this user in plaintext with a link to the voicemail ● Send w/ Attachment (leave vmail as new)) .  System sends an email to this user with the audio file of the message attached. ● Send w/ Attachment (move vmail to saved)) . ● Send w/ Attachment (move vmail to trash) .  This is the setting that most users prefer, avoiding duplicate messages on the phone and email.  This will be set by default
Voicemail Transcription	As an optional service, a speech to text transcription of the voicemail can be included in the email.
Options	Check the appropriate unified messaging options. Choices are: ● Send email when inbox is full = system sends an email if this user’s voice mail inbox runs out of space. ● Send email after missed call = system sends an email if this user missed a call.

Enhanced Voicemail

Enhanced voicemail gives the caller the option to dial another number or leave a message after the user’s greeting.

1. The caller dials a DID or extension number
2. The caller hears the called party’s voicemail greeting
3. The caller hears “To dial another extension press 1, to leave a voicemail press 2 or simply stay on the line” (at this point, the caller can also dial 0 to reach the Operator extension).
4. If option 1 is chosen and the domain has an auto-attendant, the caller will be directed to the auto-attendant and can dial another extension or choose the options available while in the AA menu. If the domain does not have an auto-attendant, a default prompt will play.
5. If option 2 is chosen, the caller hears “Please leave a message after the tone”.

Without Enhanced Voicemail, the caller will just be able to leave a message after the beep without the option/

Enhanced voicemail can be enabled or disabled in 2 places:

1. Inventory->Phone Numbers:  This can be enabled or disabled by number.


2. Auto Attendant:  This can be enabled or disabled when selecting a User or Voicemail destination.
 

How Users Can Access Voicemail

Users with portal access can manage their own voicemail settings as above.

Users can also record greetings using a phone.  The voicemail system can ba accessed:

1. By dialing 5000 and entering the extension and password
2. From their own extension, dialing 5001.  Will just be asked for the password
3. Pressing the mail icon button on the phone
4. Calling and going to their own voicemail message.  Press * during the outgoing message.
5. Setting an option to go to Voicemail Management from an Auto attendant.

Note that users cannot set a voicemail password that is easily guessed like:  1111, 1234, the extension number.