incontact Auto Attendant Admin Reference Manual
incontact Auto Attendant Admin Reference Manual Title incontact Auto Attendant Admin Reference Manual Revision 04052011 Copyright About incontact 2011 incontact, Inc. incontact, Inc. provides the market leading on-demand contact center platform, incontact, to over 750 contact centers across the globe. With its roots in telecommunications and network infrastructure, incontact is unique in its offering because it combines a powerful connectivity backbone with a world-class software platform. The incontact platform has grown from a powerful ACD with skills-based routing, CTI, and IVR with speech recognition, to include an innovative online hiring solution, an elearning and communications application, workforce management functionality, and a customer feedback and survey solution. Because the incontact platform is delivered through a Software-as-a-Service (SaaS) model, incontact customers can realize significant cost savings and flexibility compared to premises-based alternatives. To learn more about incontact, visit www.incontact.com. Contributors Thanks to our customers for valuable feedback and incontact s dedicated staff. Page 2
Table of Contents Introduction... 4 Login to Auto Attendant... 6 Edit Profile... 8 Create New User... 10 Viewing an Existing User... 16 Editing an Existing User... 19 Changing the status... 21 Deactivate an existing user... 24 Auto Attendant User Phone System... 26 Recording your Name/Greeting... 27 Access Current Messages... 28 Change Ring to Number... 29 To Change Your Pin... 30 Auto Attendant Web Access... 31 Recording your Name and Greeting... 32 Access Messages... 36 Delete and Forward Selected Messages... 41 Update Delivery Options... 45 Update Out of Office Options... 47 Frequently Asked Questions... 49 Page 3
Introduction The hosted incontact Auto Attendant system allows your customers to be automatically transferred to an extension without the intervention of a receptionist, regardless of employee geography. Callers can find users by using the "dial-by-name" or company directory. When an employee sets his or her phone status to "Out-of-Office", calls can be forwarded to another extension to make sure all calls are answered or they can be sent to voicemail. Auto Attendant extensions and voicemails can be managed by an administrator or the user via a web site or the phone. Features Web Administration Tool Dial by Extension Dial by Name Company Directory Voicemail with Web Access Voicemail Notification (via email, via email with attached voicemail message, or via myagent for incontact users only) "Out-of-Office" Setting Page 4
Benefits Unified experience across locations The Auto Attendant is uniquely designed to accommodate businesses that will benefit from mixing telephony equipment and connectivity models (dedicated, switched, and VoIP) Economically supports short-term operations, such as non-profit fund raising, political campaigns, seasonal offices Page 5
Login to Auto Attendant To log into the Auto Attendant application administration page Open a web browser and go to http://www.incontactonline.com and enter your user name and password. By checking the Remember me next time it will auto populate your password the next time you log into the page. Click the Login button. Page 6
NOTE: If you have forgotten your password and have an email address associated with your profile you can click the Forgot you Password? link. Enter your email address in the field provided and click the Submit button. An email will be sent with a new password for you to login Once you have logged in there will be a menu to the left to where you can edit your profile or edit the users of the Voicemail application. Page 7
Edit Profile To edit your incontact Online Service Profile 1.Click the Profile link located in the menu to the left of the page. 2.Change the First Name, Last Name or Telephone associated with the profile. 3.Click the Update button. To change your password, click the Change Password? link. Page 8
Enter the Password you wish to change. Enter the New Password, Confirm New Password then click the Change Password button. Page 9
Create New User To create a new User for the Auto Attendant Mail system. 1.Log into incontact Online at http://www.incontactonline.com. 2.Click the incontact Auto Attendant link located in the menu to the left of the page. Page 10
3.You will see a view of the current list of the users. Click the Create New User link above the list. Page 11
The Auto Attendant Add New User page appears. 4.Enter the users First Name, Last Name and Title. 5.Select the Web User checkbox to add the ability for this user to check their messages on incontact Online Web Access. 6.Add the users Email address. This needs to be a valid email address in order to receive the voicemails. NOTE: An email address is required if you choose Notification option Email Only or Email With File Attachment 7.Enter the Phone number for the user. This is the number that the system will try to use to deliver a call to the user by either extension or through the directory. If someone is on call or after hours and not logged in, the system can attempt to call this number before sending the Page 12
message to their voicemail. This is customizable within the script. Based on Agent ID, the system can check the users state and deliver the message accordingly. If the Web User checkbox is selected, the following options will appear: Enter the Password, Confirm Password, Security Question and Security Answer for the Web User or if there is an existing incontact Online account, select the Use Existing Web User checkbox and choose the existing user in the Business Unit from the Choose User Name picklist. 8.Choose the voicemail notification type for the user Email Only sends an email to the user that they can enter their phone number into and the network will call them and play their message. Email With File Attachment sends an email to the user that they can enter their phone number into and the network will call them and play their message. It will also attach a.wav file with the content of the message. This notification type will not update the status of the voicemail (New Message or Saved Message). Via myagent Phone Call (incontact PRO) It will put an email into the queue to be delivered to the agent. When the agent answers the email it will ring the agent phone and play them the message. (incontact NG) - Agents will login to incontact Online at the beginning Page 13
of their shift and the system will pop their Web User page when they get a new voicemail. The new voicemail will be highlighted for playback via Web User. Via myagent No Phone Call (incontact PRO) It will put an email into the queue to be delivered to the agent with the voicemail attached in a.wav file. (incontact NG) - Agents will login to incontact Online at the beginning of their shift and the system will pop their Web User page when they get a new voicemail. The new voicemail will be highlighted for playback via Web User. 8.Select the incontact Agent ID of the user from the picklist. This provides the opportunity for both agents handling contacts and other positions within the contact center to utilize Auto Attendant. If no Agent ID is selected the system will attempt to ring the phone number first. After it times out, the call is sent to the voicemail setup in the system. NOTE: This is a required field if you have chosen the Via myagent Phone Call or Via myagent No Phone Call notification. 9.Enter the Voicemail PIN that the user will use to access the user voicemail phone system. NOTE: This can be changed by the user later. 10.Select the Personal Toll-free number from the picklist. All the Points of Contact in the Business Unit are listed. If this toll-free number is dialed and added to the script, Auto Attendant will immediately locate the user or send the message to their voicemail. 11.Select from the Use in Company Directory picklist whether or not this user will be listed in the company phone directory. 12.Check the Auto Assign Extension checkbox if you would like the system to automatically generate an extension. If you want to assign extensions manually, remove the checkbox to enable the Enter Extension field and enter it in the Enter Extension field. Extensions have to be a minimum of 3 digits in length to a maximum of 5 digits. 13.If this user being created is ever in an Out of Office status then they must have a Backup User selected. The Backup User would receive all this users phone calls and voice messages if this user is ever Out of Office. To assign a Backup User click on the field and select a name from Page 14
the picklist. This will follow multiple Backup Users if the primary Backup User is Out of Office. If both the User and Backup User are set to backup one another and their status is set to Out of Office, the system will default to the original recipient. 14.Select the Custom Fields button ( ) at the top of the Create User page to expand the custom fields. Custom Fields 1-10 are fields that can be used for miscellaneous information based on the needs of your business (i.e. employee ID number, department, group, etc.) They can also be relabeled by incontact based on the needs of your business. 15.When you are done entering the users information click the Submit button. Page 15
Viewing an Existing User To view the information for an existing User of the Auto Attendant system 1.Log into the incontact Online Services page at http://www.incontactonline.com 2.Click the incontact Auto Attendant link located in the menu to the left of the page. Page 16
The Auto Attendant Administration page appears. 3.You will see a view of the current list of the users. Locate the user you wish to view and click the View link. Page 17
This will display the users information as well as all the data that has been entered in the custom fields for the user. This also provides the admin the opportunity to review a users messages if they were let go or if someone was on vacation and their Out of Office was not set. Page 18
Editing an Existing User To edit the information for an existing User of the Auto Attendant system 1.Log into the incontact Online Services page at http://www.incontactonline.com. 2.Click the incontact Auto Attendant link located in the menu to the left of the page. Page 19
3.You will see a view of the current list of the users. Locate the user you wish to change and click the Edit link or if you are looking at the user in the View window click the Edit button. 4.A screen of that individual s user information appears. Make the necessary changes. NOTE: Some user information is required based on the users Notification type. If Email Only or Email With File Attachment is selected then an email address for the user is required. If Via myagent Phone Call or Via myagent No Phone Call is selected then an Agent ID from incontact is required. Missing required data will generate an error when submitted. 5.Click the Update button. Page 20
Changing the status Changing the Status of an existing Auto Attendant User The status of the user is used when they are not available to handle messages or calls. This is the Out of Office status and will route all calls and messages to the users designated Backup User. 1.Log into the incontact Online Services page at http://www.incontactonline.com. Page 21
2.Click the Auto Attendant link located in the menu to the left of the page. The Auto Attendant Administration page appears. 3.You will see a view of the current list of the users. Locate the user you wish to change and click the Edit link or if you are looking at the user in the View window click the Edit button. 4.Change the status of the user. Active The status for an active user that can currently handle messages and phone calls. Disconnected Deactivates the user and removes them from the company directory if Use in Company Directory was set to Yes. Out of Office Reroutes all the phone calls and messages to the users designated Backup User. Page 22
NOTE: If Out of Office is selected Backup User becomes a required field and will generate an error on the page if it is submitted without a backup user. A user cannot be in an Out of Office Status without a backup user 4.Click the Update button. Page 23
Deactivate an existing user To deactivate an existing User of the Auto Attendant system 1.Log into the incontact Online Services page at http://www.incontactonline.com. 2.Click the Auto Attendant link located in the menu to the left of the page. Page 24
The Auto Attendant Administration page appears. 3.You will see a view of the current list of the users. Locate the user you wish to deactivate and click the Deactivate link. 4.You can also deactivate a user in the edit window by changing their status to Disconnected and clicking the Update button. Page 25
Auto Attendant User Phone System The User Phone system allows people in the Voicemail application to change their name or greeting, listen to messages or change the ring to number that is used if they are not logged into or do not use the Thin Agent application. This chapter includes: Recording your Name/Greeting Access Current Messages Change your Ring to Number Change your PIN Page 26
Recording your Name/Greeting To record the name and greeting of a user or to rerecord the name and greeting of a user. 1.Dial into the designated phone number for the Voicemail User Phone System. 2.Enter your Voicemail Application extension number followed by the pound (#) key. 3.Enter your Voicemail Application passcode (PIN) followed by the pound (#) key. 4.In the Main Menu press 2. 5.In the Name/Greeting Menu Press 1 to record your name. This is the recording that will be heard when someone is using the company directory. Press 2 to record your greeting. This is the recording someone will hear when they are prompted to record a message to be delivered to you. If you do not record a personal greeting the system will play a default greeting. Press 3 to return to the Main Menu. 6.Depending on your selection Press 1 to listen to your current recorded name/greeting. This option will play the recording and return you to this menu. Press 2 to record your name/greeting. If you choose this option record your name/greeting at the tone. After you are done recording it will return you to this menu to listen to the recording or rerecord. Page 27
Access Current Messages To listen to your new and saved voicemails 1.Dial into the designated phone number for the voicemail User Phone System. 2.Enter your voicemail Application extension number followed by the pound (#) key 3.Enter your voicemail Application passcode (PIN) followed by the pound (#) key 4.In the Main Menu press 1. 5.A prompt will play a message that tells you how many new voicemails you have received and how many old voicemails exist. 6.Press 1 to listen to new voicemails, Press 2 to listen to old voicemails that had previously been listened to but not deleted, Press 3 to end the call. 7.Depending on your selection it will tell you when the message was received, the phone number the call came from and then play the message. During the message play back you can press 1 to pause the voicemail playback. Press 7 to rewind the playback 5 seconds. Press 4 to rewind the playback 30 seconds. Press 9 to fast forward the playback 5 seconds. Press 9 to fast forward the playback 30 seconds. Press 0 to restart the playback. 8.After the voicemail has completed play back you will hear a menu where you can press 1 to listen to the message again, Press 2 to delete the message. If there is another message to listen to after deleting the system will take you to the next message. Press 3 to keep this message as new or Press 4 to save the message. Page 28
Change Ring to Number To change or remove the number that the voicemail application dials to reach you 1.Dial into the designated phone number for the Voicemail User Phone System. 2.Enter your Voicemail Application extension number followed by the pound (#) key. 3.Enter your Voicemail Application passcode (PIN) followed by the pound (#) key. 4.In the Main Menu press 4. 5.If you do not have number listed for your ring to number press 1 to enter your new ring to number. Press 2 to return to the Main Menu. If there is a ring to number associated with your profile the system will tell you what the current number is. You can press 1 to change your current ring to number, press 2 to remove your ring to number or press 3 to return to the main menu. Page 29
To Change Your Pin To change your PIN used to access your messages 1.Dial into the designated phone number for the voicemail User Phone System. 2.Enter your voicemail Application extension number followed by the pound (#) key. 3.Enter your voicemail Application passcode (PIN) followed by the pound (#) key. 4.In the Main Menu press 3. 5.Enter your new PIN then press the pound (#) key. 6.You will hear the system repeat the new PIN that was just entered. Press 1 to confirm the PIN change. Press 2 to discard the change and enter a new PIN. NOTE: If someone has changed their PIN and forgot the new one the voicemail System administrator can change their PIN by editing the users profile in the voicemail Administration Web Page. Page 30
Auto Attendant Web Access The Web Access (also known as Visual Voicemail) system allows people in the voicemail application to change their name or greeting, listen to messages, delete/forward selected messages, update delivery options, update Out of Office options, or change the ring to number that is used if they are not logged into or do not use the Thin Agent application. This book includes: Login to Web Access Recording your Name/Greeting Access Current Messages Delete and Forward Selected Messages Update Delivery Options Update Out of Office Options Page 31
Recording your Name and Greeting This topic includes: Recording your name Recording your greeting To record your name 1.Login to incontact Online. The Web Access page appears. 2.Click the Options link. Page 32
The User Options page appears. 3.To listen to your name click the Phone button ( ). NOTE: Your saved profile in Auto Attendant will auto populate the Dial me at field. This can be changed to a different phone number. 4.To play back your name through your computer speakers click the Download button ( ). If your name is not saved in the database a File Not Created Yet message will display. 5.To record your new name click the Phone button ( ). Auto Attendant will call your phone number. After the phone connects, record your new name and disconnect the phone. Go back to Step 3 to listen to your new name. To record your greeting 1.Login to incontact Online. Page 33
The Web Access page appears. 2.Click the Options link. The User Options page appears. 3.To listen to your greeting click the Phone button ( ). Page 34
NOTE: Your saved profile in Auto Attendant will auto populate the Dial me at field. This can be changed to a different phone number. 4.To play back your greeting through your computer speakers click the Download button ( ). If your greeting is not created a File Not Created Yet message will display. 5.To record your new greeting click the Phone button ( ). Auto Attendant will call your phone number. After the phone connects, record your new greeting and disconnect the phone. Go back to Step 3 to listen to your new greeting. Page 35
Access Messages This topic includes: Deliver messages to phone number Deliver messages to computer Deliver messages to email 1.Login to incontact Online. The Web Access page appears. 2.Click the Refresh button to update the messages in Web Access. Messages are delivered to Web Access every 30 seconds. The following table describes the fields in the Web Access page: Page 36
Field Description Status Indicates the status of the message. ( )- New message. ( )- Saved message. Delivery Create Date From Contact ID Delivery method for the message. (Phone, Download to computer, Email) Date/Time the message was delivered. The Automatic Number Identification (ANI) of the calling party that left the voicemail. Also known as Calling Line Identification or CLI. A unique number that identifies a voice contact within incontact. Deliver messages to phone number NOTE: Your saved profile in Auto Attendant will auto populate the Dial me at field. This can be changed to a different phone number. 1.To listen to your new ( ) or saved ( ) messages click the Phone button ( ). Notice the message Phone Call Initiated after Auto Attendant begins to deliver the message to the phone number entered in the Play message back to field. Page 37
2.The new ( ) or saved ( ) message is played back over the phone. Disconnect the phone. 3.Click the Call Details... link to view the contact details of the message. Deliver messages to computer 1.To play back your new ( ) or saved ( ) messages through your computer speakers click the Download button ( ). A File Download page will appear. Page 38
2.Click Open to download the message and playback through your computer speakers. Click Save to browse to a folder location and save the Contact ID.wav file to your computer. Deliver message to email 1.Enter a valid email address in the Email to field. 2.Click the Call Details... link to view the contact details of the message. 3.To email your new ( ) or saved ( ) messages to your email account click the Email button ( ). Notice the message Email Sent after Auto Attendant delivers the message to your email address entered in the Email to field. The new ( ) or saved ( ) message is sent to your email inbox. Page 39
4.Double-click the.wav file attachment on the email. 5.Click Open to download the message and playback through your computer speakers. Click Save to browse to a folder location and save the Contact ID.wav file to your computer. Page 40
Delete and Forward Selected Messages This topic includes: To delete selected messages To forward selected messages Once you have logged in you will be directed to Auto Attendant Web Access to manage your messages. To delete selected messages 1.Click the checkbox to select the message(s) to delete. Page 41
2.Click the Delete Selected link. The Windows Internet Explorer page appears. 3.Click OK to delete the selected message(s) or click Cancel to cancel the deletion and return to Web Access. To forward selected messages 1.Click the checkbox to select the message(s) to forward. NOTE: If no voicemails were selected, No messages were selected message will appear. Page 42
2.Click the Forward Selected link. The Forward Selected window appears. Page 43
3.Select the Delete After Forwarding checkbox to delete the message from Web Access after forwarding. 4.Select Auto Attendant users from the list and/or enter email addresses in the Email field to forward voicemails. NOTE: Click the ctrl key to select multiple Auto Attendant Users. 5.Click the Forward button to forward the selected messages to the recipients or click Cancel to return to Web Access. The new ( ) or saved ( ) message(s) is delivered to the email inbox. Page 44
Update Delivery Options This Web Access user option allows the user to update their own Delivery options. 1.Choose the voicemail notification type picklist for the web user: Email Only sends an email to the user that they can enter their phone number into and the network will call them and play their message. Email With File Attachment sends an email to the user that they can enter their phone number into and the network will call them and play their message. It will also attach a.wav file with the content of the message. This notification type will not update the status of the voicemail (New Message or Saved Message). Web Only - sends the message to Auto Attendant Web Access only. 2.Update the email address in the Email field. This needs to be a valid email address in order to receive the voicemails. 3.Update the Phone Number in the Phone Number field. This is the number that the system will try to use to deliver a call to the user by either extension or through the directory. If someone is on call or after hours and not logged in, the system can attempt to call this number before sending the message to their voicemail. Page 45
4.Update the Voicemail PIN in the Voicemail PIN field. This is what the user will use to access the voicemail phone system. 5.Update the Yes or No Use in Company Directory radio button to indicate whether or not this user will be listed in the company phone directory. 6.Click Update Delivery Options. Notice the Update Successful message that appears. Page 46
Update Out of Office Options This Web Access user option allows the user to set their own Out of Office options either manually or with a specified date range. 1.Select the Manual radio button to manually set your status to Out of Office. Login to Web Access when you are back in the office and manually change your status to Active. 2.An alternative method to set your Out of Office is to define a period of time. Select the Define Time Span radio button to enter a span of time to be Out of Office. The From and To fields appear. Page 47
3.Click the Calendar button to set the From and To dates. 4.Whether you select Manual or Define Time Span, select the user from the Backup User picklist. 5.Click the Update button. Notice the Update Successful message appears. Page 48
Frequently Asked Questions What is incontact Auto Attendant? incontact - Auto Attendant is a hosted system that allows callers to be automatically transferred to an extension without the intervention of a receptionist and regardless of employee geography. Callers can find users by using the "dial-by-name" or company directory. When an employee sets his or her phone status to "Out-of-Office", calls can be forwarded to another extension to make sure all calls are answered or they can be sent to voicemail. Auto Attendant extensions and voicemails can be managed by an administrator or the user via a website or the phone. How do I log into incontact Auto Attendant? To log into the Auto Attendant application administration page: Bring up a web browser and go to http://www.incontactonline.com and enter your user name and password. By checking the "Remember me next time" it will auto populate your password the next time you log into the page. What do I do if I forget my password? If you have forgotten your password and have an email address associated with your profile you can click the Forgot you Password? link. Enter your email address in the field provided and click the Submit button. An email will be sent with a new password for you to login. Can I edit my profile on my own? To edit you incontact Online Service Profile 1. Log into the incontact Online Services page at http://www.incontactonline.com 2. Click the Profile link located in the menu to the left of the page 3. Here you can change your first name, last name or Phone number associated with your profile. Then click the update button. Can I create a new user? To create a new User for the Auto Attendant Mail system 1. Log into the incontact Online Services page at http://www.incontactonline.com 2. Click the Auto Attendant link located in the menu to the left of the page 3. You will see a view of the current list of the users. Click the Add New User Link above the list. Page 49
How can I be notified of voicemails? Voicemail notification types for the user: Email Only - sends an email to the user that they can enter their phone number into and the network will call them and play their message. Email With File Attachment - sends an email to the user that they can enter their phone number into and the network will call them and play their message. It will also attach a.wav file with the content of the message. Via myagent Phone Call - It will put an email into the queue to be delivered to the agent. When the agent answers the email it will ring the agent phone and play them the message. Via myagent No Phone Call - It will put an email into the queue to be delivered to the agent with the voicemail attached in a.wav file. How can I view existing users? To view the information for an existing User of the Auto Attendant system 1. Log into the incontact Online Services page at http://www.incontactonline.com 2. Click the Auto Attendant link located in the menu to the left of the page. 3. You will see a view of the current list of the users. Locate the user you wish to change and click the View link. 4. This will display the users' information as wall as all the data in that has been entered in the custom fields for the user. Can I edit existing users? To edit the information for an existing User of the Auto Attendant system 1. Log into the incontact Online Services page at http://www.incontactonline.com. 2. Click the Auto Attendant link located in the menu to the left of the page. 3. You will see a view of the current list of the users. Locate the user you wish to change and click the Edit link or if you are looking at the user in the View window click the Edit button. 4. A screen of that individual's user information appears. Make the necessary changes. Note: Some user information is required based on the users' Notification type. If Email Only or Email With File Attachment is selected then an email address for the user is required. If Via myagent Phone Call or Via myagent No Phone Call is selected then an Agent ID from incontact is required. Missing required data will generate an error when submitted. 5. Click the Submit button Can I change an users status? The status if the user is used when they are not available to handle message or calls. This is the Out of Office status and will route all calls and messages to the users designated Backup User. Page 50
1. Log into the incontact Online Services page at http://www.incontactonline.com. 2. Click the Auto Attendant link located in the menu to the left of the page. 3. You will see a view of the current list of the users. Locate the user you wish to change and click the Edit link or if you are looking at the user in the View window click the Edit button. 4. Change the status of the user 5. Click the Submit button What user statuses are there? Active - Is the status for an active user that can currently handle messages and phone calls Disconnected - Deactivates the user and removes them from the company directory if Use in Company Directory was set to Yes Out of Office - Reroutes all the phone calls and messages to the users designated Backup User. Note: If Out of Office is selected Backup User becomes a required field and will generate an error on the page if it is submitted without a backup user. A user cannot be in an Out of Office Status without a backup user Can I deactivate users? To deactivate an existing User of the Auto Attendant system 1. Log into the incontact Online Services page at http://www.incontactonline.com. 2. Click the Auto Attendant link located in the menu to the left of the page. 3. You will see a view of the current list of the users. Locate the user you wish to deactivate and click the Deactivate link. You can also deactivate a user in the edit window by changing their status to Disconnected and clicking the Submit button. How do I record my name/greeting? To record the name and greeting of a user or to rerecord the name and greeting of a user 1. Dial into the designated phone number for the Voicemail User Phone System 2. Enter your Voicemail Application extension number followed by the pound (#) key 3. Enter your Voicemail Application passcode (PIN) followed by the pound (#) key 4. In the Main Menu press 2 5. In the Name/Greeting Menu Press 1 to record your name. This is the recording that will be heard when someone is using the company directory. Press 2 to record your greeting. This is the recording someone will hear Page 51
when they are prompted to record a message to be delivered to you. If you do not record a personal greeting the system will play a default greeting. Press 3 to return to the Main Menu. 6. Depending on your selection Press 1 to listen to your current recorded name/greeting. This option will play the recording and return you to this menu. Press 2 to record your name/greeting. If you choose this option record your name/greeting at the tone. After you are done recording it will return you to this menu to listen to the recording or rerecord. How do I listen to my new and saved voicemails? To listen to your new and saved voicemails 1. Dial into the designated phone number for the Voicemail User Phone System 2. Enter your Voicemail Application extension number followed by the pound (#) key 3. Enter your Voicemail Application passcode (PIN) followed by the pound (#) key 4. In the Main Menu press 1 5. A prompt will play a message that tells you how many new voicemails you have received and how many old voicemails exist 6. Press 1 to listen to new voice mails, Press 2 to listen to old voicemails that had previously been listened to but not deleted Press 3 to end the call. 7. Depending on your selection it will tell you when the message was received, the phone number the call came from and then play the message. During the message play back you can press 1 to pause the voicemail playback. Press 7 to rewind the playback 5 seconds. Press 4 to rewind the playback 30 seconds. Press 9 to fast forward the playback 5 seconds. Press 9 to fast forward the playback 30 seconds. Or you can press 0 to restart the playback. 8. After the voicemail has completed play back you will hear a menu where you can press 1 to listen to the message again, Press 2 to delete the message. If there is another message to listen to after deleting the system will take you to the next message. Press 3 to keep this message as new or Press 4 to save the message. How do I change my ring to number? To change or remove the number that the voicemail application dials to reach you 1. Dial into the designated phone number for the Voicemail User Phone System 2. Enter your Voicemail Application extension number followed by the pound (#) key 3. Enter your Voicemail Application passcode (PIN) followed by the pound Page 52
(#) key 4. In the Main Menu press 4 5. If you do not have number listed for your ring to number press 1 to enter your new ring to number. Press 2 to return to the Main Menu. If there is a ring to number associated with your profile the system will tell you what the current number is. You can press 1 to change your current ring to number, press 2 to remove your ring to number or press 3 to return to the main menu. How do I change my PIN number? To change your PIN used to access your messages, record your greeting or change your ring to number 1. Dial into the designated phone number for the Voicemail User Phone System 2. Enter your Voicemail Application extension number followed by the pound (#) key 3. Enter your Voicemail Application passcode (PIN) followed by the pound (#) key 4. In the Main Menu press 3 5. Enter your new PIN then press the pound (#) key 6. You will hear the system repeat the new PIN that was just entered. Press 1 to confirm the PIN change. Press 2 to discard the change and enter a new PIN. Note: If someone has changed their PIN and forgot the new one the Voice Mail System administrator can change their PIN by editing the users profile in the Voicemail Administration Web Page. Page 53