ESNA UCP Voicemail Guide
Terminology
The ESNA UCP voicemail system uses some terms which may not be familiar to new users: Unread Message – 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 combination to check your own voicemail on your own phone. Dial 2525 (or off campus, 278-2525). You are prompted to enter both your mailbox number (your phone extension number) and your password.
Tutorial
When you first log into your voicemail account, a tutorial will automatically step you through the process of setting up your voicemail. This tutorial does take a few minutes to get through because it will prompt you to choose another password and to record four things: 1. 2. 3. Your personal greeting, Your busy greeting (which callers will hear anytime you are on the phone), Your gone home greeting (which callers will hear when you set your status to logged out and is explained in more detail later), and Your name prompt.
Important Tips
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 last part of your recording. Pressing * will normally cancel what you are doing or return you to the previous menu.
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Accessing Your Voicemail
You may access your voicemail box in one of three ways: Press your Voicemail access button on your personal BRI (black) phone. This dials voicemail automatically and prompts you for your password. You can only use this button to check your own voicemail on your own phone. Press *5 on either your BRI (black) phone or your analog (beige) phone. This dials voicemail automatically and prompts your for your password. You can only use this key 1
To exit the tutorial at any time, press #. Remember, however, that you must complete the tutorial before you can start listening to your messages. And voicemail will not save anything you have recorded until you complete the entire tutorial. First, the tutorial asks you 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. Be sure to keep a copy of your password somewhere as it will not be visible
to system administrators. (With an e-mail from your Department Information Technology Coordinator, we can reset it to the default.) Next, you will be asked to record your personal greeting. This is your everyday greeting. The tutorial will prompt you thru the process and even give you a sample greeting. Once you are done recording, 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 busy greeting. This is the greeting that will play when you are on a phone call. The tutorial will again step you through the process. Once you are done recording, press # and the system will play back what you just recorded and give you the same options as detailed above. Be sure once more to press 1 to accept 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). Follow the steps as mentioned above and be sure to press 1 to save your recording. 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. Record it as you did the other greetings above. Note: It is important to wait for a second before pressing # when recording any greeting or the name prompt; otherwise the last part of it may be chopped off. Also note that pressing * will return you to the main menu from the Prompt (Greeting) Menu.
1 – Listen to Unread Messages 2 – Listen to Read Messages 3 – Send a Message 4 – Options 5 – Change Status (Log In/Log Out) 6 – Listen to Deleted Messages 7 – Autoplay Messages * -- Disconnect 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.
Listening to Unread and Read Messages
Note: Options 1 and 2 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. When you log into voicemail, the system will tell you how many unread and read voicemail messages you have in your inbox. Press 1 to listen to your unread (new) messages. Press 2 to listen to your read (saved) messages.
1 Review/Repeat 2 Skip/Save
UCP Main Menu Options
When you first dial into your mailbox after completing the tutorial, you will hear the Main Menu Options. 3 Move to Deleted Items
4 Reply
5 Forward 6 Listen to time/date of message 7 Skip to next message without changing read status * Return to main menu
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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 items. Items are kept in your deleted items folder for 3 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. 1. Immediately you will be asked to record your reply. Press # when you are finished recording. 2. Once you’ve recorded your message: press 1 to send the reply, press 2 to rerecord the reply, press 3 to review your reply, press 4 to continue recording, or press * to cancel your recording. 3. Once you have sent your reply, you will be returned to the original message.
8. Select your delivery options (see Delivery Options later in this document) for this mailbox. 9. The message is sent. 10. Repeat steps above for each person you wish to forward the message to. Press # if you are all finished. 11. 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 appear in your unread messages.
Press 5 to forward the message and send it to other voice mailboxes. 1. You are prompted to enter the first mailbox you wish to forward to, followed by #. 2. Press 1 to record a comment that will be forwarded with your message (we recommend you do this). 3. 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) 4. Record your comment and press # when done. (This step is skipped, of course, if you do not choose to record a comment.) 5. Select your delivery options (see below) for this mailbox. 6. The message is sent. 7. Enter the next mailbox you wish to forward the message to, followed by #. 3
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 three (3) 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 by pressing the pound (#) key:
[1] [2] [3] [4] [5] Volume Down Volume Up Normal Volume Faster Speed Slower Speed [6] [7] [8] [9] Normal Speed Rewind 10 seconds Pause for 20 seconds Fast Forward 10 seconds
Note: Once you activate these playback controls, you will either need to wait until the end of the message or press # to return to the normal control keys (i.e. press 2 to save, press 3 to delete, etc).
Sending a Message
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. The second prompt is Standard vs Certified. Select 1 if you wish to send the message as “standard delivery” or “non-certified.” Select 2 if you wish to send the message “certified” and voicemail will send you a receipt notification letting you know that the user has received/read your message.
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 3 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 two digit distribution list number. 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.
Mailbox Options
To reach your mailbox options, press 4 at the main menu. Press 1 to record prompts/greetings. Press 2 to change your password. Press 3 for auto-forwarding. Press 4 for distribution list maintenance. Press 5 to set a wake up call
Delivery Options
Normal Delivery Urgent Delivery Standard Delivery Certified Delivery “Non-urgent” Message will be heard before other messages. “Non-certified” You will receive a receipt notification from voicemail letting you know that the message was received by the person for whom you left the message. 4
Recording Prompts/Greetings
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 and then press 1 at the Mailbox Options menu. Press 1 to record your personal greeting. Press 2 to record your busy greeting.
Press 3 to record your gone home greeting. Press 4 to record your name. Press 5 to record an optional greeting. Press 6 to set your active greeting to an optional 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).
Greeting Options
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. You may press 0 to reach someone else in the English department. Record your personal greeting by pressing 1 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).
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 3 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).
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 2 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. 5
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 4 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).
will indicate that your regular greetings are now active again. Note: Voicemail does not prompt you that an optional greeting is playing once you have chosen one; you must return to this menu to deactivate it or it will continue to play, even if you log in or out from the main menu.
Your optional greetings allow you further flexibility beyond your three standard greetings (personal, busy, gone home). You have up to 99 optional greetings that you may record (01-99), so be sure that you keep a record of which greeting is which (i.e., greeting 06 is your Friday greeting, greeting 56 is your holiday party greeting, etc). Of course, you may never need to record an optional greeting. To record an optional greeting, press 5 at the Prompts menu. Enter the two-digit number of the optional greeting you would like to record/rerecord (01-99). If you have a greeting recorded at that number already, you will hear it being played. If you do not have a 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. Remember to make it active, you must do the following and then activate the greeting as detailed below. Press 1 to accept the optional greeting as it is. Press 2 to re-record your optional greeting. Press 3 to delete your optional greeting. Press 4 to review your optional greeting (voicemail will play it back to you again).
Changing Your Password
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 4 at the Main Menu and then pressing 2 at the Mailbox Options menu. Press 1 to listen to your existing password. Press 2 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 #. Press 3 to clear your password. Please note: It is highly recommended that you not select option #3 which erases your password. Removing your voicemail password means that anyone can get into your account without a password. For security reasons, do not erase your password.
Pressing 6 at the Prompts menu will allow you to set your active greeting to one of the optional greetings. You cannot use this option to turn on your “gone home” or “personal” greetings. Those are controlled by the “change status” feature (see section on changing status). You can only use this to set one of your 01-99 optional greetings as the active greeting. Enter the two-digit number (01-99) of the optional greeting that you wish to activate. Voicemail will indicate that your optional greeting is now active. To deactivate your optional greeting (and return to using the personal greeting), press 0. Wait a few seconds and then Voicemail 6
Auto-Forwarding
Message forwarding allows you to have your voicemail messages forwarded to another mailbox after a set amount of time. This might be useful if you are on vacation and would like your messages forwarded to another person to be handled. This might also be useful in a help desk environment where messages are forwarded to another person if they are not handled within a certain amount of time. To turn message forwarding on: Press 4 at the Main Menu and then press 3 at the Mailbox Options menu. Enter the mailbox that you wish to forward your messages to. (i.e. 4488) and press #.
Enter the four-digit delay time (HHMM) between when the message arrives in your mailbox and when it should be forwarded to another mailbox. For example, if I wanted to wait an hour and a half before forwarding messages from my mailbox to another mailbox, I would enter 0130. If you wish to delete messages from your voicemail box once they have been forwarded, press 1. If you wish to keep them in your mailbox after they are forwarded, press 2. Message forwarding is on. Press 4 at the Main Menu and then press 3 at the Mailbox Options menu. Voicemail will indicate that message forwarding is now off.
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. Press 2 to modify an existing distribution list. Enter the list number you wish to modify. Voicemail will play the recorded name of the list. 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. Press 3 to delete a distribution list. Enter the list number to be deleted, followed by #. Voicemail will confirm that the list has been deleted. Press 4 to review all of your distribution lists. Voicemail will play the list number followed by the recorded name. Press 3 at the main menu. When you are prompted for the extension, press * and the two digit distribution list number.
To turn message forwarding off:
Modify a Distribution List
Distribution List Maintenance
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 4 at the Main Menu and then press 4 at the Mailbox Options menu. Press 1 to create a new distribution list. Press 2 to modify an existing distribution list. Press 3 to delete a distribution list. Press 4 to review all of your distribution lists. Press 1 to create a new distribution list. Enter the number of your distribution list (the number can be anywhere from one to four 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. 7
Delete a Distribution List
Creating a New Distribution List
Review Your Distribution Lists
Sending a Message to Your Distribution List
Follow the other steps found above in Sending a Message.
Change Status
Set Wake-Up Call
Wake-up call is a feature that allows you to have voicemail call you at a specified date and time. When you answer a wake-up call by saying “hello”, voicemail will simply say “This is your wake-up call.” You may only have one wake-up call set at a time. If you have no wake-up calls set: Press 1 to add a wake-up call. Voicemail starts by asking for the country code you wish to call; you should ignore this option and press #. Enter the area code of the number you wish Voicemail to call followed by #. If it is a local number or an on-campus extension, press # again. Enter the seven-digit (off campus) or fourdigit (on campus) phone number you wish voicemail to call, followed by #. Enter the four-digit time of your wake-up call (keep in mind that voicemail is on military time, so 1pm is 1300 and 8am is 0800). Enter the four-digit date of your wake-up call (i.e. 0626 for June 26th). Your wake-up call is set. If you have a wake-up call set: Voicemail will review the details of your current wake-up call. Press 1 to cancel the wake-up call. Press 2 to re-schedule your wake-up call. When you receive your wake-up call at the designated time and on the designated extension, you MUST: Say “hello” (or something!) Press 1 to cancel. Press 2 to re-schedule. Press any other key to snooze (which will then cause voicemail to resend the message).
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 5 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.
Listen to Deleted Messages
Deleted items are kept for three days before they are deleted. If you wish to review your deleted items, press 6 at the Main Menu. Press 1 to listen to deleted unread messages. Press 2 to listen to read deleted messages. Press 9 to listen to all of your deleted messages.
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). Note: If you press 3 while listening to a deleted message, it is permanently deleted.
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Autoplay Messages
The autoplay feature allows you to listen to all of your unread and read messages consecutively without having to save or delete each individual message. Press 7 at the Main Menu to autoplay your unread and read messages. When it is finished, you will be returned to the main menu. You may press * at any time to cancel the autoplay.
This guide is published by the office of Telecommunications at California State University, Fullerton. Questions or comments on this guide can be directed to Christina Yanez at Telecom@fullerton.edu or extension 4488.
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