Manual Voice Mail Setup for Extensions

What to do if: (click on your problem below)

Central Services instructions differ. If your extension in on the CS campus click here.

 

Note: Do not perform this sequence if you are on the Central Services campus, click HERE instead

Problem: Callers are directed to the general greeting instead of my voice mail

Resolution: On the extension in question, with the handset in the cradle, perform the following:

  1. Press the Intercom (INT extension number) button
  2. Press #656
  3. Press 91
  4. Enter your extension number
  5. Press the Redial button
  6. Press the Speaker (Spkr) button

Sequence complete.

Note: Do not perform this sequence if you are on the Central Services campus, click HERE instead

Problem: Callers are not getting my voice mail, the phone just rings and rings

Pre-Resolution: This sequence is dependent on some user defined settings, so please decide the following prior to attempting the sequence:

1. How do you want Voicemail to respond? (pick one of the following 3 digit numerical Call Forward (CF) codes from the following list…)

  • 604 Call Forward (CF) code: In almost all cases, users should make calls go to voice mail when the phone line is busy or when there is no one there to answer the call. This is called Busy & No Answer, and is the most common code. Chances are you will use this code.
  • 601 Call Forward (CF) code: If the calls need to go to voice mail immediately, regardless whether the extension is in use or not, use this code. This is called All.
  • 602 Call Forward (CF) code: If you want calls to only go to voice mail when the extension is busy only, this is called Busy. Calls will not go to voice mail when the extension is not in use.
  • 603 Call Forward (CF) code: If you want the calls to go to voice mail only when the extension is not in use, use this code. This is called No Answer. If the extension is in use, calls will not transfer to voice mail.

Note the 3 digit numerical CF code you want from above as the code will be needed to be input in the sequence later.

2. When do you want voice mail to respond? The Delay code in the sequence defines the number of seconds before a call is sent to voice mail. One “ring” = 4 seconds, so if you want the phone to ring 5 times before sending the call to voice mail, you would use 20 for the Delay code.

Note the Delay code you have chosen as the code will be needed to be input in the sequence later.

Resolution: You should now have one CF code and one Delay code from the two questions above. On the extension in question, with the handset in the cradle, perform the following:

  1. Press the Intercom (INT extension number) button
  2. Press # then the CF code
  3. Press 4000 (or 3013 if the extension is on the Central Services campus)
  4. Press the Speed Dial button
  5. Enter the Delay code
  6. Press the Redial button
  7. Press the Speaker (Spkr) button

Sequence complete.

Note: Do not perform this sequence if you are on the Central Services campus, click HERE instead

Problem: I press the Message Waiting (Msg) button but it does not deliver me to my mailbox

Resolution: On the extension in question, with the handset in the cradle, perform the following:

  1. Press the Intercom (INT extension number) button
  2. Press #657
  3. Press 92
  4. Enter your extension number
  5. Press the Redial button
  6. Press the Speaker (Spkr) button

Sequence complete.

Problem: My Message Waiting (Msg) button has a flashing light, but I have no new messages

Resolution: On the extension in question, with the handset in the cradle, perform the following:

  1. Press the Intercom (INT extension number) button
  2. Press #409
  3. Press the Speaker (Spkr) button

Sequence complete.

Central Services Instructions Only:

Following are some instructions and information to address new behavior and features we expected based on experience with the old system.

Voice Mail Codes Documentation is HERE

Dialing 9
In the old phone system, when we dialed 9 from an intercom line, we could clearly hear a switch to a second dial tone.  That no longer occurs.  We know it’s disconcerting, but the new system does not appear to have that second dial tone.  Everything is still working correctly with dialing numbers and the 9 is still required as in the past.

 

Call Forwarding and Ring Delay
In the new phone system all phones will automatically forward calls to voice mail if the phone is currently in use or not answered after 3 rings.  For some, this may not be the desired behavior or the number of rings desired.  Please use the CS Voice Mail Codes pdf file for instructions to choose your preference.

Call Pickup
Picking up a call ringing at another extension from your phone is still possible but the dialing sequence has changed.  Where you used to dial #5 plus the extension number, now you will dial #5#5 plus the extension number.  Don’t ask why you have to dial #5 twice, we don’t know.  🙂

DND
For those with 20 button phones used to using the one touch transfers, these still work the same.  A new behavior is the light for any particular one touch transfer button will now flash red when that destination has their phone on DND.  Other than that the button should work as expected.  In addition, even when the destination phone is on DND, you can still transfer calls to the destination and they will be routed based on the destinations call forwarding settings.

Other Unusual Configurations
We are aware of a couple of unconventional configuration setups we used to have that were not transferred to the new system.  We are working on getting those back, but until we done some work-arounds may need to be employed.

If you have questions, please contact IT at 3999 and we will do our best to answer.

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