Voicemail Management

The system uses a set of mailboxes for recording messages if calls cannot be answered. Each telephone extension has a built-in personal mailbox. You can set up any number of other mailboxes for different teams or for different telephone numbers.

Every mailbox is identified by an extension number. For individual users’ extensions the mailbox number is the same as the user’s extension number.

The system causes the “message” light to flash on specific phones to alert users that a message has been left. The system can also be set to automatically generate an email to a predefined email address whenever a message is left in a mailbox. The email has an audio file attachment which contains the voice message. The recipient can play back the message on their computer or mobile device,

Important note:

Messages will accumulate in each mailbox until someone listens to them on a phone and deletes them. Without routine management the mailboxes could fill up the point where they cannot accept any more messages. We recommend that you have a routine procedure to check each mailbox, maybe once a week, to listen to messages and delete them.

Each mailbox has the option to play two alternative personalised greetings to a caller. One greeting is referred to as the “unavailable” message. This is the default greeting which is played after a period of ringing if you are unavailable to take the call. The second greeting is referred to as the “Busy” message. This will be played if you are engaged (busy) on another call.

To set up your mailbox greetings or play back voice mail messages from your own extension you can either press the “msg” button on your phone or dial 901. The system will ask you for your mailbox number (which is your extension number) and ask for your password (which is also your extension number). It will then talk you through the options available.

The system allows you to set your personal extension to go to voicemail in one of three ways:

1. Divert all calls to Voicemail
2. Divert calls to Voicemail only when you are busy on the phone
3. Divert calls to Voicemail only if you don't reply within a certain time.

The system codes to activate and deactivate these features are listed below.

*521 - Sets Divert all calls to Voice Mail.
*520 - Clears Divert all calls to Voice Mail.

*531 - Diverts calls to voicemail if your phone is busy (engaged).
*530 - Cancels diversion to voicemail if your phone is busy.

*541 - Diverts calls to voicemail on “no reply” (if your phone isn't answered within a certain period of time). The default timeout period when a call will divert to voicemail is 20 seconds.

*540 - Cancels divert of calls to voicemail on “no reply”.

*48secs - Sets the timeout period to the defined number of seconds.
*48 - Resets the “no reply” timeout to the default value.

*50 - Clears all diverts to Voice Mail.

Please remember to press the CALL key after entering these code sequences.

We usually set up at least one special mailbox to be the main company answering machine. This is normally set as extension 500. We might also have set up one or more additional group mailboxes for different purposes.

Each group mailbox can have two personalised greetings. One greeting is referred to as the “unavailable” message. This is the default greeting which is played after a period of ringing if nobody is available to take the call. The second greeting is referred to as the “Busy” message. This will be normally only be used as a part of an out-of-hours call handling strategy to play a message such as “I am sorry our office is closed, our opening hours are …. etc”.

To record personalised greetings and access messages in these group mailboxes:

• Dial 901
• Enter mailbox number followed by # key
• Enter password followed by # key (password default is the same as the mailbox number)