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Voicemail Help

Accessing the University Voicemail System

From the Web:

Visit Web PhoneManager page for details.

From your own phone on-campus:

  1. Dial 5-1000
  2. You will be prompted to enter your security code

From another voice mail user's phone on-campus:

  1. Dial 5-1000
  2. You will be prompted for their security code
  3. Press * to back out to the main University greeting
  4. Press # followed by your voice mailbox number (normally your 5 digit campus ext.)
  5. Enter your security code

From a non-user's phone on-campus:

  1. Dial 5-1000
  2. Listen for the University Main Voice Mail Greeting
  3. Press # followed by your voice mailbox number (normally your 5 digit campus ext.)
  4. Enter your security code

From a touch-tone phone off-campus:

  1. Dial 545-1000
  2. Listen for the University Main Voice Mail Greeting
  3. Press # followed by your voice mailbox number (normally your 5 digit campus ext)
  4. Enter your security code

Adding, Changing or Deleting Voicemail Services

Any time you want to add, change, or delete service, you must contact the Network Communications Representative (NetCom Rep) for your part of the University. Your NetCom is the liaison between your department and NetCom.  He or she has the information, rates, and forms relating to voice mail service. If you do not know who your NetCom Rep is, see NetCom Rep Area.

To establish, change or cancel voice mail:

  • The Voicemail Service Form is used for most voice mail service requests, including adding, changing and deleting service for Basic and Enhanced Mailboxes. It is also the form to use to request a voice mail security code reset. This form is available on our forms page.
  • For all other types of voice mailboxes, please contact Voice Applications Services directly (see contact information below).

Completed forms should be signed by the NetCom Rep and faxed to NetCom at 545-4565.

If you need further assistance please e-mail or call 5-9400 and select option 1.


Diversion to Voicemail

A telephone diversion is the pre-programmed destination to which callers dialing your number are transferred (or diverted) when your phone is busy, unanswered after four rings, or both.

Although you cannot change the diversion point yourself, you can determine the diversion destination:

For example, if you want a caller dialing your office phone to be transferred to your department assistant when your line is tied up or unanswered, then you want your diversion point to be that individual's phone number.

Similarly, if you want callers to go directly into voice mail when your line is busy or unanswered, you want your diversion point to be 5-1000, the main number to voice mail.

Facts about diversions:

  • A phone number can only have one diversion point.
  • If you want to change (or establish) your diversion destination, contact your department's NetCom Rep or call NetCom Customer Service at 545-2171.
  • The number of times a phone rings before it divers is FOUR. The number of rings cannot be changed because it is the standard for the University.
  • You can control how (or if) your phone diverts by activating/deactivating a busy and no answer diversion.

How to turn your phone's diversion feature on or off.

No-Answer Diversion               Busy Diversion

To activate:  Press * 21 #         To activate: Press * 22 #

To cancel: Press # 21 #            To cancel: Press # 22 #


"Follow me" to Voicemail

A "follow-me" is a way to automatically route your calls to another on campus extension or to voice mailbox. The follow-me destination is fully programmable by the user.

For example, if you're expecting an important call at your desk, but have to go to another location for a meeting, you can put a "follow-me" on your phone so that all calls to your desk phone will ring at the latter extension.

Another example is a "follow-me to voice mail". When you have a "follow-me to voice mail", callers go directly into your voicemail without ringing your extension.                              

Follow-me to another extension

To activate * 2 * xxxxx #  (Note: xxxxx is any five digit on campus extension)
To de-activate:# 2 #

Follow-me to Voicemail

To activate: Dial * 2 * 51000 #
To de-activate: Dial # 2 #


Greetings

Standard Greeting

Your Standard Greeting is what callers will hear when they reach your voice mailbox before they are able to leave you a message. Typically you will want to record your name, department, and any personal message you want callers to hear. (NOTE: The CallXpress voice mail system does not have a default "name only" greeting -- If you only want callers to hear your name before leaving a message, simply record your name as your standard greeting).

After you log in to your voicemail, you can change your standard greeting by following these steps:

From your voice mailbox main menu:

  1. Press 3 (for Phone Manager Functions)
  2. Press 4 (to record your Standard Greeting)
  3. Follow the system prompts to record and save your standard greeting.

Recorded Name

The Recorded Name for your mailbox is different from your Standard Greeting. Colleagues sending a voice mail message to you from within their own mailbox will hear your recorded name as opposed to your greeting. Therefore, your recorded name should simply be a recording of your name.

You can change the Recorded Name for your mailbox by following these steps:

From your voice mailbox's main menu:

  1. Press 3 (for Phone Manager Functions)
  2. Press 1 (for Personal Options)
  3. Press 5 (to record your Mailbox Name)
  4. Follow the system prompts to record and save your mailbox name.

Vacation/Out-of-Office Greeting

If you will be away from your office for any length of time, you can record a temporary greeting to alert callers that you are unavailable by recording an Out-of-Office Greeting. Callers will hear your Out-of-Office Greeting instead of your normal Standard Greeting until you delete it.

From your voice mailbox's main menu:

  1. Press 3 (for Phone Manager Functions)
  2. Press 6 (to record an Out-of-Office Greeting
  3. Follow system prompts to record and save.

Once activated, the voicemail system will alert you that you have an active Out-of-Office Greeting each time you access your own mailbox, and then prompt you to retain or delete it. Once you have deleted your Out-of-Office Greeting, your previously recorded Standard Greeting will be restored.


Message Waiting Indicator

Administrative phones on campus come equipped with a message waiting indicator (MWI) to inform subscribers that they have new messages in their voice mailboxes. This light should only be lit if you have new messages that have not been heard, or other messages that have not been handled (i.e. saved or deleted).

If your Message Waiting Indicator will not come on:

Please call Voice Application Services at 545-9400 and select option 1. 

If your Message Waiting Indicator will not go out:

Before calling our office for troubleshooting, please be sure to double check that all the messages in your mailbox have been saved or deleted. If your light still will not go out, you can dial # 56 # from your phone to clear your MWI. If the problem persists, please call 545-9400 and select option 1.


Security Code

You select a security code when you set up your mailbox. Security codes must be at least 6 digits long.

If you lose your security code, the Voice Processing Office has no way to retrieve it for you. There is a $15 service charge for resetting a security code, so we recommend you select a security code that is easy to remember but not easy for others to guess.

As long as you know your current security code, you may change it any time.

From your voice mailbox's main menu:

  1. Press 3 (for Phone Manager Functions)
  2. Press 1 (for Personal Options)
  3. Press 4 (to change your Security Code)
  4. Follow the system prompts to and and confirm your new security code.

Setting up your new Voice Mailbox

  • Your new voice mailbox will NOT be able to receive new messages until it is set up
  • You should receive notification and instructions via email for your new voice mailbox within 48 hours of your NetCom Rep sending a Voicemail Service Form to NetCom
  • This notification consists of your mailbox number, initial security code, level of service, and directions to set up your voice mailbox
  • The first time you access your new voice mailbox. you will be prompted with an automated new user tutorial that will take you through the set up process, which includes selecting a new security code, recording your mailbox name and your greeting to callers
  • IMPORTANT NOTE: If you hang up before you finish recording your greetings, you will need to enter the new security code you selected the next time you enter your mailbox, and you will have to go through the tutorial from the beginning

Shortcuts & Quick Tips

Short Cuts & Quick Tips

Here are some tips to help you while you are in the University Voice Mail System:

  • A new voice mailbox will not be able to receive messages until it is setup by the user
  • You can press the # key at any time to skip a user's recorded greeting and begin recording your message to them
  • Press * whenever you want to cancel what you are doing
  • While listening to a message, you can press 4 at any time to delete the message
  • As long as you have not ended your session by hanging up, you can recover a deleted message by pressing 7

Message Playback Controls:

  • Press 0 to play message envelope info (i.e. date/time)
  • Press 1 to pause message playback
  • Press 2 to  forward a copy of the message to another user
  • Press 3 to rewind message (5 sec)
  • Press 4 delete message
  • Press 5 to save message
  • Press 6 to repeat message
  • Press 7 to skip to next message
  • Press 8 to reply to message
  • Press 9 to fast forward message (5 sec)
  • Press * to cancel action
  • Press # to skip to end of a message

Transfer a Call Directly into Another Person's Mailbox

To transfer a call directly to another person's voice mailbox without ringing their phone first, follow the appropriate instructions below.

From a phone with voice mail:

  1. Press Access 2 button to put the caller on hold
  2. Dial 5-1000
  3. Press * to back out to the main University greeting
  4. Press 9 followed by the 5-digit destination mailbox number
  5. Press the Transfer button and then hang up

From a phone without voice mail:

  1. Press Access 2 button to put the caller on hold
  2. Dial 5-1000, you will hear the main University greeting
  3. Press 9 followed by the 5-digit destination mailbox number
  4. Press the Transfer button and then hang up

Voicemail Trouble

Calls do not go to your Voice Mailbox

By default, a voice mailbox will answer calls if it goes unanswered after approximately 4 rings or when your line is busy. If your voice mailbox is not picking up, please call 545-9400 and select option 1 or email voicemail@umass.edu.

Message Waiting Indicator issues

Administrative telephones on campus come equipped with a message waiting indicator (MWI) to inform subscribers that they have new messages in their voice mailboxes. This light should only be lit if you have new messages that have not been heard, or other messages that have not been handled (i.e. saved or deleted).

Message waiting indicator will not come on:

Please call 545-9400 and select option 1 or email voicemail@umass.edu.

Message waiting indicator will not go out:

  1. Before calling our office for troubleshooting, please be sure to doublecheck that all the messages in your mailbox have been saved or deleted.
  2. Dial # 56 # from your phone to clear your MWI.
  3. Leave yourself a test voicemail message and see if your light functions properly once you listen and delete it.
  4. If the problem persists, please call 545-9400 and select option 1 or email voicemail@umass.edu.

For all other Voicemail related issues

Call 545-9400 and select option 1 or email voicemail@umass.edu


Web PhoneManager

Visit the Web PhoneManger page for detailed information.