Information Technology Services

General Voice Mail Instructions

The voice mail system at UNCG has many features. These instructions will help you find your way around the voice mail system.

• Checking Voice Mail from your office telephone
• Checking Voice Mail From Off Campus
• Faxes
• Greetings
• Group List
• Listen Only
• Main Menu
• Menu Box
• Message Controls
• Name
• Passwords
• Prompt Levels
• Sample Greetings
• Tips

Checking Voice Mail from your office Telephone

If you have a digital telephone in your office you will have a visual indicator (a black triangle) when you have a message. If your phone is analog most of you will have to check for stutter dial tone (broken dial tone). This last for about 8 seconds when you pick up your handset. You may dial when the dial tone is broken. Some newer analog phones will also have a visual display.

If you have a message with a digital phone press the bottom button which is your phone number. Then press the Message button. You will hear "Enter your password." If you have a private line enter your password. If you share the telephone number and have separate voice mail you will have to press * when the system answers. After you press *, you will then hear "Enter your voice mail box number." Enter your seven-digit voice mail box number you will be prompted to enter your password.

With an analog line and you get stutter dial tone just dial 4-5700. You will hear "Enter your password." If you have a private line enter your password. If you share the telephone number and have separate voice mail you will have to press * when the system answers. After you press *, you will then hear "Enter your voice mail box number." Enter your seven-digit voice mail box number you will be prompted to enter your password.

Checking Voice Mail from off Campus

You may check your Voice Mail for messages from any touch tone telephone. Just dial (336) 334-5700. When the system answers you will hear "Hello, you have reached the University of North Carolina Greensboro...." Press * and you will be asked to enter your voice mail box number. This is a 7 digit number. After you enter your voice mail box number you will be asked for your password. After you enter your password you will be at the main menu.

Faxes

Every Voice Mail Box which can receive a message can also receive a fax. When you first setup your Voice Mail Box you listened to a description of the fax capabilities of your Voice Mail Box. You will be notified of a fax message in the same manner as a voice message. Instead of pressing 1-1 to hear your new voice messages, you will press 1-3. You then hear a summary of the fax which consists of the length of the fax.

After the summary, you will be given the option to print. Press 2, then you will hear:

• At your primary destination, press 1.
• At an alternate destination, press 2.
• At the fax machine you are calling from, press 3.
• To send a copy to a non subscriber, press 4.

To set up your primary fax destination, enter your Voice Mail Box. At the Main Menu, enter 4-2-3-1. Then enter your fax number. When entering the fax numbers, use 5-digits for a campus number and 7-digits for off campus. The system will dial the 9 for the off campus call.

Greetings

There are different greetings you may use with your Voice Mail Box.

• The Standard Greeting is nothing more than the system telling the caller you are not available. The caller will hear your recorded name. To use the Standard Greeting from the main menu, press 4-3-1-1.
• The Personal Greeting is a greeting you record in its entirety. There are two types of greetings here:
  • The greeting normally used is when you are away from the phone. To use the Personal Greeting from the main menu press 4-3-1-2-1.
  • You may also record a greeting for when you are on the phone. To use the Personal Greeting for when you are on the phone, from the main menu press 4-3-1-2-2.
• The Extended Absence Greeting is for when you will be out of the office for a few days and will not be checking messages. The caller is not allowed to leave a message when the Extended Absence Greeting is used. To use the Extended Absence Greeting from the main menu press 4-3-2.

Group List

When you send messages to the same group of people, a personal group list may save time. You record a message once and then send the message to multiple destinations at the same time.

To Create a group list:

1. From the main menu, press 4 to enter the Personal Options Menu.
2. Press 2 for Administrative Options.
3. Press 1 for General Options.
4. Press 2 to enter the Group Lists Menu.
5. Press 1 to create your group list.
6. Assign a 2 digit number to the group list (11-25).
7. Record the name of the group list.
8. Enter the seven digit voice mailbox number or to enter by name, press #. The voice mail system will repeat the destination entered.
9. Press # to confirm or * to cancel.
10. When all destination mailboxes are entered, press # to save and exit.
    

To Edit Existing List:

1. From the main menu, press 4 to enter the Personal Options Menu.
2. Press 2 for Administrative Options.
3. Press 1 for General Options.
4. Press 2 to enter the Group Lists Menu.
5. Press 2 to edit your group list.
6. If a mailbox is already on the list, entering the number again removes it. If it is not on the list, the mailbox will be added.

Listen Only

To set up the Listen Only Mailbox box:

1. Dial 4-5700.
2. When the system answers, press #.
3. Enter the voice mailbox number (on the sheet from the administrator).
4. Enter your temporary password (on the sheet from the administrator).
5. You will then have to change the password. Passwords have to be 6 digits long. Enter your new password. Don't forget your new password.
6. Record the name of the mailbox. This name will be heard when you send your message to the mailbox to ensure proper receipt.

After recording your name, you may want to set up the contributor list. This allows only people you select to be able to send messages to this box. When you finish recording the mail box name, you will be at the main menu. To add a contributor:

1. Press 4, then 2, then 2 again.
2. Next, enter the mail box number of the contributor.

To change your message:

Your Listen Only voice mailbox will only hold 1 message at a time. To send a message to the information line:

1. Enter a voice mailbox.
2. At the main menu, press 2 to send.
3. Record your message, pressing # when you are through recording.
4. Enter the destination mailbox. This would be the voice mailbox number of your listen only mailbox. You will hear the mail box number repeated and the recorded name of the mailbox.
5. To send now press #.
6. Press * if no more destinations. Then you are returned to your main menu where you can then exit.
   
   Remember: You have to delete the message in your Listen Only Box before you can send another message to it.

To delete a message in your Listen Only Mailbox:

1. Call in to the voice mail system at 4-5700.
2. Press * and enter the mail box number.
3. Enter your password.
4. To review the message, press 1. You have to be at the end of the message before you can delete. You can fast forward by pressing 33 (as in thirty-three). This takes you to the end of the message. Follow the prompts to delete the message.

Main Menu

The Main Menu is the first set of options you hear when entering your voice mail box. After you enter your password
you hear "you have XX new messages" or "you have no new messages." You then hear "Press 1-1 for new messages, press 2 to send...."

Menu Box

This menu box allows more than one person to have voice mail on the same telephone line. The callers will hear a message that you record. They will then be directed to press a button for the particular person or feature they wish to reach.

To set up a menu box:

1. From any telephone dial 4-5700.
2. When the system answers, press *, enter your voice mail box number, then enter your temporary password.
3. You then have to change the password. Enter the new password and press #.
4. You will then be prompted to record the mail box name. Record the name and press #. To re-record, press * or to accept, press #.
5. You will hear "Main Menu." You now need to record the greeting the callers will hear. In the greeting, you will have to say press 1 for (person 1), press 2 for (person 2), and so on. Leave a couple of seconds of blank air at the end of your greeting to give the caller enough time to press a button. You will find it easier to write this greeting down and read it for the recording.
6. Press 3, then press 1. When you are ready to record, press 2. Record your greeting.
7. Press # when you are finished recording. You can then press 1 to hear the greeting.
8. Press # to accept the greeting or press * to re-record. You will hear "Main Menu" again.
9. You now need to set up the caller's menu. This tells the system which mail box to go to when a number is pushed.
10. Press 1. To change menu item 1 press 2.
11. Enter the 7-digit mail box number or 5-digit extension number. If you enter a 5-digit extension number you will be prompted to press 1. If you enter a 7-digit number you will be prompted to press 1 if it is an extension number or press 2 if it is a mail box number.
12. The system will then tell you where menu item 1 will be directed. If the selection is not correct, press 2. If the selection is correct, press 1 to continue.
13. Repeat as necessary for each menu item.
14. At main menu press * to exit.

To modify a menu box:

1. Dial 4-5700. Press *.
2. Enter the menu box voice mail box number.
3. Enter your password.
4. From the main menu, press 3 for greetings. Then 1. Follow the prompts.
5. You now need to update the callers' menu if the options were changed. This tells the system, which mail box to go to when a number is pushed.
6. Press 1. To change menu item 1 press 2. Enter the 7-digit mail box number or 5-digit extension number.
7. If you enter a 5-digit extension number you will be prompted to press 1. If you enter a 7-digit number you will be prompted to press 1 if it is an extension number or press 2 if it is a mail box number.
8. The system will then tell you where menu item 1 will be directed. If it is not correct, press 2. If it is correct, press 1 to continue.
9. Repeat as necessary for each menu item.
10. At main menu press * to exit.

Message Controls

At the end of a message you can control these options:

• 4 - replay from the beginning
• 5 - envelope (gives time and date message was received)
• 6 - forward a copy to another subscriber
• 7 - erase the message
• 8 - reply to the sender (only if in our system)
• 9 - save the message
• * - main menu
  

While listening to a message you can control these options:

• 1 - rewind about 9 seconds
• 2 - pause the message
• 3 - fast forward about 9 seconds
• 4 - slower this slows down the message
• 5 - envelope (gives time and date message was received)
• 6 - faster this speeds up the message
• 8 - returns to normal
• 9 - louder

Name

When you setup your voice mail box you are prompted to record your name. This is used to identify your voice mail box when a message is sent to you. If you take over an existing voice mail box you will have to manually change the recorded name.

From the main menu press:

• 4 - for Personal Options
• 3 - for Greetings
• 3 - for Name

You will then be prompted to record your name. Please use your first and last name.

Passwords

• Passwords are assigned by the System Administrator when the Voice Mail box is created. When setting up Voice Mail, you changed the assigned password to your own password. You can change your password at any time. From the main menu press 4-2-1-1-1.
• The System Administrator can’t see your password, but can reset your password.
• If you have forgotten your password, contact the System Administrator to have your password reset or use the appropriate Online Request Form.

Prompt levels

The prompt level determines how much the system prompts you with basic features of the system. You may set your prompt level to standard (default setting) or extended which gives you additional explanation of features. The rapid prompts hardly give any information at all (when you have mastered the basics).

To change prompt level, from the main menu press:

• 4 - for Personal Options
• 2 - for Administrative Options
• 1 - for General Options
• 3 - for Prompt Levels
• for standard press 1, for extended press 2, for rapid press 3

Sample Greetings

1. Hello, you have reached the office of _____(name)______. Today is __(date)____. I am in the office today but I will be in a meeting this morning (afternoon). If you leave your name, your telephone number, and a brief message, I will return your call as quickly as possible. If you need immediate assistance, please press "0." Thank you.
2. Hello, you have reached the office of_____(name)______. Today is __(date)____. I will be out of the office today and will return on __(date)_____. If you leave your name, your telephone number, and a brief message, I will return your call as quickly as possible. If you need immediate assistance, please press "0." Thank you.
3. Hello, you have reached the office of _____(name)______. Today is __(date)_______. I am in the office today but away from my desk at the present time. If you leave your name, your telephone number, and a brief message, I will return your call as quickly as possible. If you need immediate assistance, please press "0." Thank you.
4. Hello, you have reached the office of _____(name)____. Today is __(date)_______. I will be out of the office until __(time) _. Please leave your name, your telephone number, and a brief message, I will return your call when I return. If you need immediate assistance, please press "0." Thank you.

Tips

• Never use voice mail to answer the department's main number. Exceptions would be after hours or during the modified summer schedule.
• Identify yourself or your department in the first sentence. This insures the calling party that they have reached the right number.
• Always reply to your messages promptly.
• In your greeting, always advise the calling party when they may expect you to return their call.
• Delete messages from memory when handled.
• When leaving a message, identify yourself and the topic first.
• Be brief.
• Always leave your number for convenience if the person has to return your call.
• Check your messages regularly.