Using Cisco Phone Voicemail

Accessing the Voicemail System:

• From your Cisco IP phone,
  1. Press the message button or dial extension 3620
  2. Enter your security code 
• From another Cisco IP phone on campus
  1. Press the message button or dial extension 3620
  2. Press * #
  3. Enter your mailbox number 
  4. Enter  your security code 
• From off-campus
  1. Dial (626) 815-3888 
  2. Enter your mailbox number 
  3. Enter your security code 

Voicemail Quick Reference Card

 

Exiting Voicemail:

To exit the voicemail system at any time, press the star key (*) repeatedly until you hear "Thank you for calling," then hang up. 

 

Voicemail light not showing on phone:

Here are the steps to follow if the light on your phone indicating you have voicemail isn't showing:  

 

1. Delete all of the previous voicemails in the inbox. 

2. Place a call to your personal extension and leave a new voicemail.

3. Access your voicemail inbox and delete that same voicemail. 

4. Have someone call from another extension and leave a voicemail to test the light. 

 

 

Options After Listening to a Message:

Controls After Listening to a Message
Review	4
Transfer to sender's ext	88
Play message info	5
Save	9
Forward	6
Skip (mark as read)	#
Delete	7(**)
Go to saved messages	##
Reply to an extension	8

**Note: after pressing 7 to delete a message, the system will prompt you to press 7 again to confirm your delete.  If you do not want to delete your message, press any key other than 7.  This feature is enabled for your protection because once a message is deleted, you are not able to retrieve or listen to it again.

 

Greeting Types and Examples

• The voicemail system offers two types of greetings.  The system gives you the option to record your "Standard Greeting" during the initial mailbox setup.  Callers will hear this greeting if you do not answer.
  
  
• Standard greeting example: Hi.  You have reached (User Name) in the Department of Telecommunications at Azusa Pacific University.  Please leave your name, phone number, and a message and I will return your call as soon as possible.  Thank you.
  
  
• The system also provides for an "Out-of-Office Greeting".  It is recommended to set your out-of-office greeting if you are going to be out of the office.  The message should inform callers of the dates you will be out and when they can expect you to return their call.  When the out-of-office greeting is set, the system will announce "(RECORDED NAME) is out of the office" and then play your recorded out-of-office greeting.  It is recommended to include an attendant to be reached in your absence (see "Selecting an Attendant" below). Please do not tell the caller that they cannot leave a message as this is not good customer service.
  
  
• Out-of-office greeting example: Hi.  You have reached (User Name) in the Department of Telecommunications at Azusa Pacific University.  I am currently out of the office from Thursday, June 1st through Sunday, June 4th.  If this is an urgent matter, please dial *XXXX to be transferred to (NAME) for immediate assistance.  Otherwise, I will reply to your message when I return on Monday, June 5th.  Thank you.

Creating a Standard Greeting

• From the main menu, press 4 for "Phone Manager/User Options" 
• Press 1 for "Personal Options"
• Press 3 to "Record Personal Greeting"
• Press 2 to record your "Standard Greeting"
• The system will replay your current standard greeting
• From this point, you have the following options
  • Press 4 to discard current recording
  • Press 2 to make a new recording
    1. To start recording, press 2. To stop recording, press 2 again
    2. To save this new recording, press 5
    3. To review this new recording, press 6
    4. To discard your new recording and re-record it, press 4

The system also offers a shortcut for recording your standard greeting.  This option does not play your current standard recording or the new greeting that you record, but it is a quick alternative to the above instructions:

• From the main menu, press 4 for "Phone Manager/User Options".
• Press 4 to record your "Standard Greeting"
• Start recording your greeting at the tone.  To stop, press any key
• Press # to save your recording or * to quit

 

Creating and Setting an Out-of-Office Greeting

• From the main menu, press 4 for "Phone Manager/User Options" 
• Press 1 for "Personal Options"
• Press 3 to "Record Personal Greeting"
• Press 3 to record and set your "Out-of-Office Greeting"
• The system will replay your current out-of-office recording
• From this point, you have the following options
• Press 4 to discard current recording
• Press 2 to make a new recording
1. To start recording, press 2. To stop recording, press 2 again
2. To save this new recording, press 5
3. To review this new recording, press 6
4. To discard your new recording and re-record it, press 4
• Press 5 to turn on the current recorded out-of-office greeting
• Once you have saved your out-of-office recording, your out-of-office greeting is set.  The next time you access your voicemail, the system will give you the option to remove your out-of-office greeting (press 4) or continue your out-of-office greeting (press 5).

The system also offers a shortcut for recording your out-of-office greeting.  This option does not play your current out-of-office recording or the new greeting that you record, but it is a quick alternative to the above instructions:

• From the main menu, press 4 for "Phone Manager/User Options"
• Press 6 to record your "Out-of-Office Greeting"
• Start recording your greeting at the tone.  To stop, press any key
• Press # to save your message or * to quit

 

Shortcuts for a Variety of Changes Within the Voicemail System:

Shortcuts for Common Tasks (From the Main Menu) 

• Change your security code --------------- 4 1 4
• Change your standard greeting ---------- 4 1 3 2 or 4 4
• Change/set your out-of-office greeting -- 4 1 3 3 or 4 6
• Change your name recording ------------- 4 1 5

 

Retention Time Frame for Messages:

New and saved messages are held for a maximum of thirty (30) days.  After thirty days, messages will be  deleted from the system.  Once a message has been saved, you may listen to it as many times as you like, but you will not have the option to save it again.  The thirty day maximum cannot be extended.

 

Message Forwarding:

The ability to forward a copy of your voicemail messages to another mailbox is available in this system.   This is useful when you are on vacation and you want someone else to follow up on your messages.  The system saves a copy of the messages in your mailbox and forwards a copy of the messages to the specified mailbox.  To access this feature from the main menu press: 4 2 4.

The system will prompt you to press 3 to activate this feature and, as part of the activation process, it will prompt you to enter the extension to which you wish to forward messages.  It also gives you the option to have only urgent messages forwarded.

Once set, message forwarding is activated until you turn it off.  
To turn it off from the main menu, press: 4 2 4 2.

 

Other Message Options and Tips

• When you receive the voicemail greeting of someone on campus, you may bypass listening to it by pressing 5.  This will allow you to leave a message without listening to the entire greeting.  This  information can be provided to your callers when recording your greeting.
• You do not need to listen to all voice prompts while checking your voicemail.  If you know the selection, you may key it in at any time.
• You can change the order in which you hear your messages.  You can hear the newest ones first (LIFO) or the oldest ones first (FIFO).  The system default is FIFO.
• First In First Out (FIFO): from the main menu, press 4 2 5 1
• Last In First Out (LIFO): from the main menu, press 4 2 5 2
• You can also change whether you hear the message envelope information before or after the message, or on demand only.  The message envelope information is the name of the caller, when internal, and the date and time they called.  To access envelope information settings from the main menu, press 4 2 6.

 

Voicemail Quick Reference Card

APU has put together a quick reference card to help users with their voicemail experience, here is a link to the Voicemail Quick Reference Card.

 

Delivery Options

When leaving a message for someone on campus, you have a variety of delivery options.  This selection  of options is given after you record your message for another voicemail subscriber.  Instead of hanging up, press # after recording a message to receive the following options.

Message Delivery Options
Review message	6
Discard and re-record message	4
Send message	5
Urgent delivery	7
Leave a number where you can be reached	8

 

Transferring a Caller Directly to Voicemail

• With the caller on the line, press the transfer or flash button on your phone 
• Dial extension 6002
• Enter the extension of the voicemail to which you would like to transfer the caller
• Press #
• Hang up

 

Sending a Message from Within the Voicemail System

You can send a message to another on campus voicemail subscriber from within the voicemail system.  You have the ability to address the message to multiple users.

• From the main menu, press 2 to "Record and Send a Message"
• Record your message at the tone.  To stop recording and send your message, press #
• Enter the destination mailbox number of the person to receive the message (the directory by name option is not available at this time)
• Press # to send the message or 0 to review your routing options.  Press * to cancel this mailbox destination
• Enter the next destination mailbox, or press * if there are no more recipients

 

Options While Listening to a Message

 

Controls While Listening to a Message
Back up five seconds	1
Play message info	5
Return to start	11
Increase speed	6
Pause or continue	2
Fastest speed	66
Advance five seconds	3
Decrease volume	8
Advance to end	33
Increase volume	9
Decrease speed	4
Go to saved messages	##
Slowest speed	44
To hear all options	0

In this system you must let the message complete before you can perform certain commands such as delete, save, or reply. Pressing “3 3” advances you to the end of a message and allows you to perform any of the tasks listed below for “Options After Listening to a Message”.

 

Reviewing Your Messages

Reviewing Your Messages From Your Cisco IP Phone 

• Press the messages button
• Enter your security code
• Press 1 1 to listen to new messages

Reviewing Your Messages From Any Other Cisco IP Phone

• Press the messages button
• Press *#
• Enter your mailbox number
• Enter your security code
• Press 1 1 to listen to new messages

Reviewing Your Messages From Off-Campus

• Call (626) 815-3888
• Enter your mailbox number
• Enter your security code
• Press 1 1 to listen to new messages

Changing Your Security Code

• From the main menu, press 4 for "Phone Manager/User Options" 
• Press 1 for "Personal Options"
• Press 4 to "Change Security Code"
• Enter a new security code followed by the pound key (#)
• For confirmation, enter your new security code again, followed by the pound key (#)

 

Selecting an Attendant

You may want to give your caller the option to transfer from your voicemail to your assistant or someone  in your department.  In your greeting, you will instruct your callers to dial * + extension.  For instance "I am either on the phone or away from my desk.  For urgent matters or immediate assistance, please dial *1234 to be connected to my assistant."  No programming is required for this feature.

 

Off-Campus Voicemail Message Retrieval

The following steps will provide access to voicemail from off-campus:

1. From off-campus, dial 626-815-3888.

2. When prompted, enter your mailbox number, which is the same as your campus extension.

3. Once the mailbox number has been entered, enter your 4-digit pin to access your voicemail.