Access Your Voicemail (*97):

"You have 3 new messages and 5 saved messages"

Press 1: Listen to new messages
Press 2: Change folders
Press 3: Advanced options
Press 4: Change settings
Press 5: Leave a message
Press 0: Dial by name directory
Press *: Exit

Direct Voicemail Access (*98):

What's Different:

• *97: Accesses mailbox associated with device
• *98: Prompts for mailbox number (allows checking from any phone)

Usage:

Use Cases:

• Checking voicemail from colleague's phone
• Checking from conference room phone
• Multiple extensions (choose which mailbox)
• Shared/communal phones
• Home office phone

Check Another User's Mailbox (*99):

Permission Required:

• Administrator grants permission
• Typical for assistants checking executive voicemail
• Or IT staff checking system mailboxes

Usage:

Use Cases:

• Executive assistant managing boss's calls
• Team mailbox management
• Coverage during vacation/absence
• IT troubleshooting mailbox issues

Check Voicemail from Outside:

Method 1: Call Main Number

Method 2: Direct Dial DID (if available)

Method 3: Email/Web Portal

• Log into web portal
• Navigate to Voicemail section
• Listen to messages in browser
• Download voicemail as audio files

Remote Access Tips:

• Save voicemail direct-dial number in contacts
• Use web portal when possible (visual interface)
• Enable email delivery of voicemails
• Set up voicemail-to-text (if available)

Listening to Voicemail Messages:

Main Menu:

Press 1: New messages
Press 2: Saved messages
Press 3: Envelope (message info)

During Message Playback:

Press 1: Reply to sender
Press 2: Save message
Press 3: Forward to another mailbox
Press 4: Delete message
Press 5: Repeat message
Press 6: Next message
Press 7: Previous message
Press 8: Slow down playback
Press 9: Fast forward / Advanced options
Press 0: Get help
Press *: Exit voicemail
Press #: Skip to end of message

Message Information (Envelope):

Press 3 during playback:
- Caller's number
- Date and time received
- Message duration
- Message priority (if set)

Playback Speed:

Press 8: Slow down (useful for numbers/details)
Press 9: Speed up (faster playback)
Default: Normal speed

Actions for Each Message:

Reply (Press 1):

Save (Press 2):

• Moves message from "New" to "Saved" folder
• Prevents auto-deletion
• Keeps indefinitely (or per policy)
• Can listen again later

Forward (Press 3):

Delete (Press 4):

• Removes message immediately
• Or moves to "Deleted" folder (if configured)
• Deleted items may be recoverable (7-30 days typical)
• Permanent deletion after retention period

Repeat (Press 5):

• Plays current message from beginning
• Useful if missed important detail
• No limit on repeats

Voicemail Folders:

Available Folders:

• New Messages: Unheard messages
• Saved Messages: Messages you've saved
• Deleted Messages: Recently deleted (recoverable)
• Urgent Messages: Priority messages (if supported)

Changing Folders (Press 2 from main menu):

"You are currently in: New messages folder"

Press 1: New messages folder
Press 2: Saved messages folder
Press 3: Deleted messages folder
Press 4: Urgent messages folder

Folder Management:

• Auto-delete old messages: Configurable (30-90 days typical)
• Saved messages: Never auto-deleted (or per policy)
• Deleted recovery: 7-30 days typical
• Quota limits: 100-500 messages (varies)

Folder Cleanup:

1. Listen to saved messages periodically
2. Delete messages no longer needed
3. Archive important messages elsewhere (download/forward)
4. Avoid hitting mailbox quota
5. System may reject new voicemails if full

Voicemail Settings Menu:

Access Settings (Press 4 from main menu):

Press 1: Record your name
Press 2: Record your greeting
Press 3: Change your PIN
Press 4: Set busy greeting
Press 5: Set temporary greeting
Press 0: Return to main menu

Record Name (Press 1):

Record Greeting (Press 2):

Change PIN (Press 3):

Busy Greeting (Press 4):

• Played when you're on another call
• Different from standard greeting
• Example: "I'm on another call, please leave a message"

Temporary Greeting (Press 5):

• Overrides standard greeting temporarily
• Use for vacations, sick days, etc.
• Example: "I'm out of office until Monday..."
• Disable when returning (reverts to standard greeting)

Leave Voicemail Without Calling:

Press 1: Listen to message
Press 2: Re-record message
Press 3: Mark urgent
Press 4: Send message
Press 5: Cancel (don't send)

What Recipient Sees:

• Message notification (same as regular voicemail)
• Sees your caller ID
• Can reply or call back normally
• No indication it was direct voicemail drop

When to Use Direct Voicemail Drop:

Scenario 1: Leaving Information

Purpose: Drop off information, don't need to talk
Example: "Hi John, the report is ready in the shared folder"
Benefit: No interruption, they get info when convenient

Scenario 2: They're in Meeting

Purpose: Know they're busy, don't want to interrupt
Example: "Hi Sarah, I saw your calendar shows you're in a meeting. The client called, please call them back when free."
Benefit: Respectful of their time

Scenario 3: Time Zone Differences

Purpose: It's late/early in their time zone
Example: Leave message at 11pm your time (8am their time)
Benefit: They get message when they start work, no late-night interruption

Scenario 4: Asynchronous Communication

Purpose: Prefer voicemail over email for clarity
Example: Complex instructions easier to explain verbally
Benefit: Voice conveys tone and detail better than email

Scenario 5: Following Up

Purpose: Already left email/text, adding voicemail
Example: "Hi, following up on my email about the budget..."
Benefit: Multiple touch points, ensures they see message

Limitations of Direct Voicemail:

What You Can't Do:

• Can't tell if they actually check voicemail
• No confirmation they received message
• Can't discuss (one-way communication)
• May miss urgent issues

When NOT to Use:

• Urgent Matters: Call and interrupt if truly urgent
• Discussion Needed: If you need immediate response or discussion
• Confirmation Required: If you need acknowledgment
• Complex Topics: Better suited for meeting/call

Alternatives:

• Email: If written record needed
• Text/IM: For quick questions
• Schedule call: For discussions
• Direct call: For urgent matters

Best Practice: Use direct voicemail for FYI information, follow-ups, and non-urgent communications. Use direct calls for urgent or discussion-required topics.

Enable Voicemail-to-Email:

Configuration Options:

Email Address: [email protected]
Attach Audio: Yes (WAV or MP3 format)
Delete After Send: No (keep on server also)
Transcription: Yes (if available)
Urgent Notification: Email + SMS

Voicemail Email Format:

Email Example:

From: [email protected]
To: [email protected]
Subject: New Voicemail from 555-123-4567

You have received a new voicemail:

From: 555-123-4567 (Jane Customer)
Date: January 15, 2025 at 2:30 PM
Duration: 1 minute 23 seconds
Mailbox: 1234 (John Smith)

[Transcription - if enabled]
"Hi John, this is Jane from ABC Corp. I wanted to follow up on the proposal we discussed last week. Could you give me a call back at your earliest convenience? Thanks!"

Attached: voicemail_20250115_1430.mp3

To listen on your phone: Dial *97
To manage voicemail settings: [Link to Portal]

What's Included:

• Caller ID (number and name if available)
• Date/time received
• Duration
• Transcription (if enabled)
• Audio file attachment
• Quick action links

Attachment Formats:

• WAV: High quality, larger file (5-10 MB)
• MP3: Compressed, smaller file (500 KB typical)
• Configurable: Choose format in settings

Benefits of Voicemail-to-Email:

Accessibility:

• Check voicemail from any device with email
• No need to dial in
• Visual list of all messages
• Play in any media player

Efficiency:

• Scan transcriptions quickly (faster than listening)
• Prioritize which to listen to
• Forward to colleagues easily
• Search voicemails (email search)

Documentation:

• Archived in email system
• Attached to related email threads
• Permanent record (if needed)
• Compliance/legal purposes

Integration:

• Forward voicemail to CRM (attach to customer record)
• Share with team (forward email)
• Reply via email instead of callback
• Integrate with ticketing systems

Flexibility:

• Remote work friendly
• No special phone needed
• Works on any device
• Multiple notification methods

Voicemail-to-Email Issues:

Emails Not Arriving:

• Check spam/junk folder
• Verify email address correct
• Check email server not blocking
• Confirm setting enabled
• Test with different email address

Attachments Not Playing:

• Check audio player supports format (WAV/MP3)
• Download and try different player
• File may be corrupted (rare)
• Firewall/security blocking download
• Request different format

Transcription Inaccurate:

• Transcription is auto-generated (may have errors)
• Poor call quality = poor transcription
• Accents/terminology may not recognize
• Use as guide, listen to audio for accuracy
• Train users to speak clearly

Delays:

• Typical delay: 1-5 minutes
• Check system status if longer
• Email server may have delays
• Large attachments take longer
• Contact IT if consistent delays