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Business Voice Set up Voice mail

This article will explain how to configure and use the Voice Mail feature of Business Voice. Voice mail is enabled by default for every user.

Users can configure the service via Toolbox or by calling into the voice portal from any phone.

Select one of the links below to jump to a query:

Voice Portal

  • By accessing the Voice Portal from any phone, users can listen to, save, and delete each message. You can skip messages and move to the next or previous message by using the handset.
     
  • The default extension to call for the Voice Portal is 298.
     
  • The group administrator can change the default extension assigned to the Voice Portal in Toolbox under the Services tab, and also assign a DID so that voice mail can be retrieved from outside the office.
     

Toolbox Options

  1. Log into Toolbox.
     
  2. Select My Products > Business Voice (admin user) or My Products > Phone (non-admin user) and then click Manage extensions. Click Manage next to the extension you wish to edit.
     
  3. You can turn Voice mail on or off using the ON/OFF toggle switch next to "Voice mail".
     
  4. Select the length of time (up to 45 seconds) before an incoming call should be diverted to voice mail.
     
  5. Email forwarding for voice mail messages can be configured. The options are:

    forward to email - the voice mail will be sent as an attachment to the specified email, but will not be saved in the Voice Portal
    copy to email - the voice mail will be sent as an attachment to the specified email, and will also be saved in the Voice Portal
    do not forward or copy - the voice mail will just be saved in the Voice Portal
     

  6. You can also change your PIN for accessing voice mail via the Voice Portal.
     
  7. Remember to click Save to save any changes.

 

Voice mail greetings

There are two options when it comes to recording your Voice mail greeting for callers.

  • You can just record your name, and the Voice mail system will use the recording as part of a default greeting to let callers know that you are busy or not available.
     
  • You can record a full message to callers for when you are busy (engaged on a call or Do Not Disturb), and a second full message to users when you are not available (the phone was not answered after a certain time period or not reachable)
     

To record your name (used as part of the default Busy/No Answer greeting):

  1. Dial into the Voice Portal (default extension is 298).
  2. Enter your PIN code. This is printed on your welcome letter - if you don't know what it is, follow the instructions above to reset it in Toolbox.
  3. Press 3, and follow the instructions to record your name.
     

To record a full Busy greeting:

  1. Dial into the Voice Portal (default extension is 298).
  2. Enter your PIN code.
  3. Press 1, and then 2, and follow the instructions to record your full Busy greeting.
     

To record a full No Answer greeting:

  1. Dial into the Voice Portal (default extension is 298).
  2. Enter your PIN code.
  3. Press 1, and then 3, and follow the instructions to record your full No Answer greeting.
     

Using Voice Portal to check Voice mail

  1. Dial into the Voice Portal (default extension is 298).
  2. Enter your PIN code. This is printed on your welcome letter - if you don't know what it is, follow the instructions above to reset it in Toolbox.
  3. To listen to your messages, press 1 and then 1 again.
  4. While listening to messages, you can use the following shortcut keys:

    # - Save message
    7 - Erase message
    2 - Repeat message
    5 - Info about message (time and caller) 
     

Unlocking Voice mail

In order to protect customer privacy, a user's voice mail will reject access if an incorrect PIN code is entered 5 times.

  1. If this occurs, you can unlock your voice mail by logging in to Toolbox.   
     
  2. Select My Products > Business Voice (admin user) or My Products > Phone (non-admin user) and then click Manage extensions. Click Manage next to the extension you wish to edit.
     
  3. Scroll down to Voice mail and set a new PIN code, then click Save.

 

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