• Voicemail - Important Facts, Enhancements and Changes
• Terminology
• Accessing Your Voicemail
• Set Up Wizard
• Main Menu Options
  • Listening to Unread and Read Messages
  • Sending a Message
  • Delivery Options
  • Changing Your Password
  • Greeting Options
  • Distribution List Maintenance
  • Listen to Deleted Messages
  • Change Status

• YOU MUST COMPLETE THE SET UP OF YOUR VOICEMAIL BEFORE YOU CAN RETRIEVE YOUR MESSAGES!
• It is important and strongly encouraged that you record your name when prompted during the set up guide. If you don’t, you will be identified by the system’s speech engine according to the display as seen on your telephone.
• Your default password is “1111” until you change it.
• When recording a message or greeting, you should wait for a second at the end of your recording before pressing #. Otherwise, voicemail may cut off the end of your recording.
• A delete folder is now available. If you accidentally delete a message and hang up – don’t worry. All deleted messages are saved for 30 days before being automatically purged by the system.
• Pressing * will normally cancel what you are doing or return you to the previous menu.
• New messages are not automatically read after entering your mailbox, press 1 to hear new messages. If there are no new messages, you will not be given the option to listen to new, read and/or deleted messages.
• Busy greeting – during the tutorial you will be prompted to record a busy greeting. This greeting is played to callers when you are on the telephone.
• Change Status (Main Menu, option 8) – allows you to “login” at the beginning of the business day and “log out” at the end of the business day. When logged in, the system will play the personal greeting; when logged out, the system plays the gone home greeting. Using this feature will allow you to provide information to callers after normal business hours. For example, “our normal business hours are…”
• Return to Auto-Attendant (Main Menu, option 0) – allows you to check voicemail messages on another extension when in the voicemail system. (Automated attendant was different in the previous voicemail system.)

The ESNA voicemail system uses some terms which may not be familiar to new users:

Unread Messages – a new voicemail message
Read Message – a saved voicemail message
Prompt – your recorded greeting which is played when a caller reaches your voicemail box
Skip – save a voicemail message and move to the next message.

You may access your voicemail box in one of three ways:

• Press your Voicemail access button on your work phone. This dials voicemail automatically and prompts you for your password.
• Press *5 on your phone. This dials voicemail automatically and prompts your for your password.
• Dial 3926 (or off campus, 872-3926). You are prompted to enter both your mailbox number (your phone extension number) and your password.

When you first log into your voicemail account, the set up wizard will automatically step you through the process of initializing your voicemail. This takes a few minutes to complete and will prompt you to choose a new password and to record the following:

1. Your personal greeting (message callers hear anytime you are away from your desk).
2. Your busy greeting (message callers hear anytime you are on the phone).
3. Your gone home greeting (message callers hear when you set your status to logged out and is explained in more detail later).
4. Your name prompt (identifies you to callers and other voicemail users)

Press # at any time to exit.

Remember, however, that you must complete the set up process before you can start listening to your messages.

First, you will be prompted to enter a new password. The password can be between 1-15 digits (we recommend at least four digits and that your password not be the same as your extension for security reasons). Enter your new password followed by the # sign. You will then be asked to confirm your password by entering it again, followed by the # sign.

The guide will prompt you thru the process of recording your greetings and provide you with an example. Once you are done recording the prompts below press # and the system will play back what you just recorded. Press 1 to accept the recording, press 2 to re-record it, press 3 to delete it, and press 4 to review it again. Be sure to press 1 at this point or your recording will not be saved! You can press * to return to the previous menu.

Next, you will be asked to record your personal greeting. This is your everyday greeting callers hear when their call is not answered. The prompts will step you through the process. Once you are done recording, press # and the system will play back what you just recorded, then press 1 to accept your recording.

Next, you will be asked to record your busy greeting. This is the greeting that will play when you are on a phone call. Follow the steps as mentioned above and be sure to press 1 to save your recording.

Next, you will be asked to record your gone home greeting. This greeting plays when you change your status to “logged out” (explained in detail later). Record it as you did the other greetings above.

Lastly, you will be asked to record your name prompt. This prompt is played in numerous places including as a “header” to all voicemails you leave for others.

Note: It is important to wait for a second before pressing # when recording any greeting or the name prompt; otherwise the very end of the prompt may be deleted. Also note that pressing * will return you to the main menu from the Prompt (Greeting) Menu.

When you first dial into your mailbox after completing the tutorial, you will hear the Main Menu Options.

1 – Listen to Unread Messages
2 – Send a Message
3 – Mailbox Options
4 – Record Prompts
5 – Distribution List Maintenance
6 – Listen to Read Messages in your Deleted Folder
7 – (Not Active)
8 - Change Status
* -- Return to Main Menu
0 - Return to Auto-Attendant

Note: Not all of these options are available for every user on campus. Some users have specialized mailboxes, such as shared mailboxes. In addition, some options will appear only if you have new/saved/deleted messages.

When you log into voicemail, the system will tell you how many unread and read voicemail messages you have in your inbox.

Note: Option 1 will not be mentioned by the system if you do not have any unread or read messages in your box. Voicemail will simply tell you that you have no messages.

Unread (new) messages will play automatically upon entering option 1. Press 6 to listen to your read messages in your deleted folder.

• Press 1 to review/repeat a message.
• Press 2 to skip/save a message for later review.
• Press 3 to move the message to your deleted folder. Items are kept in your deleted items folder for thirty (30) days before being permanently deleted.
• Press 4 to reply directly to a message. This response allows you to record a reply to the sender and it will be sent directly to the sender’s voice mailbox. The sender must be on-campus.
  • Immediately you will be asked to record your reply. Press # when you are finished recording.
  • Once you’ve recorded your message: press 1 to send the reply, press 2 to re-record the reply, press 3 to review your reply, press 4 to continue recording, or press * to cancel your recording.
  • Once you have sent your reply, you will be returned to the original message and be given the option to review or delete.
• Press 5 to forward the message and send it to other voice mailboxes. .
  • You are prompted to enter the first mailbox you wish to forward to, followed by #.
  • Press 1 to record a comment that will be forwarded with your message (we recommend you do this).
  • Press 2 to forward without a comment. (Note: this may confuse the person you are forwarding your message to; it is recommended that you record a comment)
  • Record your comment and press # when done. (This step is skipped, of course, if you do not choose to record a comment.)
  • Select your delivery options (see below) for this mailbox.
  • The message is sent.
  • Enter the next mailbox you wish to forward the message to, followed by #.
  • Select your delivery options (see Delivery Options later in this document) for this mailbox.
  • The message is sent.
  • Repeat steps above for each person you wish to forward the message to. Press # if you are finished.
  • Voicemail will return you to the original message when you have finished forwarding and you can select whether to save or delete the original message.
• Press 6 to listen to the time/date of the message.
• Press 7 to skip to the next message without changing the read status of the message. Selecting this option means that your voicemail light will continue to flash and the message will still be noted as unread messages.

Selecting skip/save or erase will automatically move voicemail on to your next message. You do not have to listen to an entire message before selecting one of the response options. You may press * at any time to stop reviewing messages and to return to the main menu. Erased messages are saved in your deleted items folder for thirty (30) days and then are automatically deleted.

Note: If you do not make a selection, the default action is for voicemail to save the message in the “read” items folder.

Additional Playback Controls

While you are listening to a voicemail message (not the header but the actual message), the following controls are available:

[7] Rewind 10 seconds
[8] Pause for 20 seconds
[9] Fast Forward 10 seconds

To send a voicemail message directly to one or more users without dialing their number directly, use the “send a message” feature.

• At the main menu, press 2 to send a message.
• Enter the mailbox number of the first person you wish to send a message to, followed by #. To send a message to a distribution list, press * followed by the one to four digits.
• Start recording your message after the tone. Press # when you are finished.
• Select your delivery options (see below).
• The message is sent.
• Enter the next mailbox you wish to send the same message to, followed by #. You do not record another message, the same one is used.
• Select your delivery options (see below).
• The message is sent.
• Repeat the above steps for every person you wish to send the message to.
• Press # when you are finished sending.

Normal Delivery: “Non-urgent”
Urgent Delivery: Message will be heard before other messages.

When you are sending a message, replying to a message, or forwarding a message, voicemail will give you delivery options that you may select before sending. If you simply press # after recording your message and hang up, the message is sent anyway.

The first prompt is Normal vs Urgent. Select 1 if you wish to send the message as “normal delivery” or “non-urgent.” Select 2 if you wish to send the message as “urgent.” Users with pagers can choose to be paged upon receipt of an urgent voicemail message.

Mailbox Options

To reach your mailbox options, press 3 at the main menu.

• Press 1 to change your password.
• Press 4 for notification.
• Press * to return to the Main Menu.

Your default voicemail password is 1111. As part of the tutorial, you will be asked to change this password. You can also listen to your current password or change your password by pressing 3 at the Main Menu and then pressing 1 at the Mailbox Options menu.

• Press 1 to set a new password.
  1. Enter your new password followed by the # sign.
  2. To confirm your new password, enter it again, followed by #.

Record Prompts

It is important that you personalize your voice mailbox in your own voice. The tutorial guides you through this process when you first receive your voicemail box. If you wish to change your greetings, to reach the Prompts menu, press 4 at the Main Menu.

• Press 1 to record your name .
• Press 2 to record your personal greeting.
• Press 3 to record your busy greeting.
• Press 4 to record your gone home greeting.
• Press * to return to the Main Menu .

Your name is used by the voicemail system to identify you to callers and other voicemail users. It is important to be descriptive when recording your name to ensure that callers and other users can locate you; i.e. Jane Smith, English department, extension 4488. Including your extension number makes it easier for callers to return your phone call, especially if you forget to include it when leaving a voicemail message for someone.

Record your name by pressing 1 at the Prompts menu. If you have a name recorded already, you will hear it being played. If you do not have a name recorded, voicemail will skip straight to your options. You may make a selection at any time; you do not need to wait for voicemail to finish speaking.

• Press 1 to accept the name as it is.
• Press 2 to re-record your name.
• Press 3 to delete your name. (not recommended)
• Press 4 to review your name (voicemail will play it back to you again).

Your personal greeting is your default greeting; that is, it should be the greeting that is typically played for your callers, i.e. Hello, you’ve reached Jane Smith in the English department. My normal office hours are 8am – 5pm. I am not available to take your call right now, but please leave me a message and I will return your call as soon as possible.

Record your personal greeting by pressing 2 at the Prompts menu. If you have a personal greeting recorded already, you will hear it being played. If you do not have a personal greeting recorded, voicemail will skip straight to your options. You may make a selection at any time; you do not need to wait for voicemail to finish speaking.

• Press 1 to accept the personal greeting as is.
• Press 2 to re-record your personal greeting.
• Press 3 to delete your personal greeting. (not recommended)
• Press 4 to review your personal greeting (voicemail will play it back to you again).
• Press 5 to return to the Prompts Menu

Your busy greeting is played when you are on a phone call and a new caller dials your number; i.e. Hello, you’ve reached Jane Smith in the English department. I’m on the phone right now, so please leave a message and I’ll get back to you as soon as possible.

Record your busy greeting by pressing 3 at the Prompts menu. If you have a busy greeting recorded already, you will hear it being played. If you do not have a busy greeting recorded, voicemail will skip straight to your options. You may make a selection at any time; you do not need to wait for voicemail to finish speaking.

• Press 1 to accept the busy greeting as is.
• Press 2 to re-record your busy greeting.
• Press 3 to delete your busy greeting. (not recommended)
• Press 4 to review your busy greeting (voicemail will play it back to you again).

Your gone home greeting is played when you have changed your status to “logged out.” (see section on changing status); i.e. Hello, you’ve reached Jane Smith in the English department. I have left for the day. Please leave me a message and I will return your call as soon as possible.

Record your gone home greeting by pressing 4 at the Prompts menu. If you have a gone home greeting recorded already, you will hear it being played. If you do not have a gone home greeting recorded, voicemail will skip straight to your options. You may make a selection at any time; you do not need to wait for voicemail to finish speaking.

• Press 1 to accept the gone home greeting as it is.
• Press 2 to re-record your gone home greeting.
• Press 3 to delete your gone home greeting. (not recommended)
• Press 4 to review your gone home greeting (Voicemail will play it back to you again).

Distribution lists allow you to send a single voicemail message to a group of mailboxes. This is handy if you frequently send messages to the same group of people (i.e. all of the part-time faculty in your department, or every member of your department). To reach the Distribution List Maintenance menu, press 5 at the Main Menu.

• Press 1 to add a new distribution list.
• Press 2 to modify an existing distribution list.
• Press 3 to review all of your distribution lists.
• Press 4 to delete a distribution list.
• Press * to return to the Main Menu.

Adding a New Distribution List

• Press 1 to add a new distribution list.
• Enter the number of your distribution list (the number can be anywhere from 1 to 4 digits long).
• Voicemail will prompt you to record a name for your list (i.e. Part-Time Faculty or My Department List). Press # when you are finished recording.
  1. Press 1 to accept the name you just recorded for your list.
  2. Press 2 to re-record the name for the list.
  3. Press * to cancel and return to the main distribution list menu.
• Enter the first mailbox number you wish to add to your list, followed by #. Voicemail will play their recorded name and confirm that they have been added.
• Continue adding mailbox numbers to the list until you are finished. Then press #.
• You will then be taken to the modify menu where you can modify the list you just created. You can press * to return to the Mailbox Options menu.

Modify a Distribution List

• Press 2 to modify an existing distribution list.
• Enter the list number you wish to modify.
  1. Voicemail will play the recorded name of the list.
  2. Press 1 to continue with modifying the list. Press 2 to select another list.
• Press 1 to listen to the members of the list.
• Press 2 to add members to the list.
• Press 4 to delete members from the list.
• Press 5 to change the name of the list.

Review Your Distribution Lists

• Press 3 to review all of your distribution lists. Voicemail will play the list number followed by the recorded name.

Delete a Distribution List

• Press 4 to delete a distribution list./
• Enter the list number to be deleted, followed by #.
• Voicemail will confirm that the list has been deleted.

Sending a Message to Your Distribution List

• Press 2 at the main menu. When you are prompted for the extension, press * and the distribution list number, then #.
• Follow the other steps found above in Sending a Message.

Deleted items are kept for thirty (30) days before they are deleted. If you wish to review your deleted items, press 6 at the Main Menu. Deleted messages will automatically play.

• Press 1 to review message.
• Press 2 to skip.
• Press 3 to delete message.
• Press 4 to reply
• Press 5 to forward.
• Press 6 to move to Inbox.
• Press 7 to rewind.
• Press 8 to pause.
• Press 9 to fast forward.
• Press * to return to the Main Menu.
• Press # to skip.

When listening to your deleted messages, you will be given the same options that you have in listening to regular unread/read messages (see above for these options). Deleted Voicemail are auto purged after 8 days.

Use the change status feature to either log in or log out of voicemail. When you are logged in, voicemail will play your personal greeting. When you are logged out, voicemail will play your gone home greeting. More information on greetings can be found in the Greetings section of this guide.

Press 8 at the Main Menu to either log in or log out.

If you opt to not use the gone home greeting, you should remain in “logged in” status at all times. You are not required to change your status if you do not wish to use this feature.