FAQs: Voicemail
Is there a way to check voicemail using the actual phone assigned, rather than an external number and waiting for the greeting to hit star (*)?
You can check voicemail from your IP Phone, softphone or ATA by dialing #VM (#86) then entering your voicemail password.
How can I turn off the system voice that plays after my voicemail greeting?
To turn off the system voice that plays after your voicemail greeting, visit the Extensions section of your account. Select the Settings icon located to the right of the extension you wish to work with then click the Voicemail link on the left column. You’ll find the checkbox option for this setting on the center of the page.
What if a word is slurred? How will it appear in my Text Voicemail?
Our transcribers take their best guess. If they are unable to understand a word, it appears as an underline “_”. For example, mumbling will be transcribed as “(humming)” on your Text Voicemail.
Does Text Voicemail accept foreign languages?
We currently transcribe English-only voicemail messages.
When selecting my voicemail greeting, what is the difference between “standard” and “alternate”?
The Standard Greeting is the main greeting your callers will hear when they reach your voicemail. The Alternate greeting allows you to pre-record a message to have as a backup, in case you are away on vacation or at a conference. You can easily and quickly choose to have your Alternate Greeting replace your Standard Greeting from within your control panel. To switch between them, select on Extensions from the navigation bar then select the pencil and paper Settings icon located to the right of the extension you wish to work with. Select the Voicemail link from the left column.
When checking my voicemail using the Click-to-Check Voicemail feature, are minutes deducted?
Yes, minutes will be deducted when using this feature. You can see the amount of minutes used from the Account Info section of the control panel.
How can I use the Click-to-Return Call feature from within my account?
When a voicemail sits in your mailbox, the option for Click-to-Return Call is available, making it easy and quick to contact the customer without dialing their number. When a voicemail is listed, select the Call button located to the right of the message. The screen will become shaded then and prompt you to enter the number where you should be called right now, for example, your cell phone number.
How can I use the Click-to-Call Voicemail feature from within my account?
Calls placed using Click-to-Call have two distinct advantages over calls placed using other methods. The call will appear as an outgoing call in your call logs, and your caller ID will be displayed to the call recipient as from your Phone.com phone number and name. To find this, select on Extensions from the navigation bar then select the Settings icon located to the right of the extension you wish to work with. Select the Inbox tab. The Click to Check Voicemail button can be found on the bottom right.
How do I ensure the arrival of new voicemail message notifications via email or SMS?
To ensure the arrival of your voicemail notifications to email or SMS, we recommend adding “vmnotify@phone.com” to your address book. This will help prevent the messages being delivered to your Spam box.
How do I record my outgoing voicemail greeting?
To record your outgoing voicemail greeting, follow the instructions below:
1. Call your Phone.com phone number.
2. If you have a menu with a custom greeting, press star (*) then enter your extension number. Once you have reached a voicemail box press star (*).
3. Enter your mailbox password.
4. Press 3 and follow the voice prompt instructions.
Why are some messages displayed in bold on the voicemail page?
Messages that are listed in bold are new messages that you have not listened to.
In the Voicemail Settings section, it is asking where to “Send Email to”. What is this option for?
If you wish to receive your voicemail notifications via email, select the radio button located to the left of the “I want to check my voicemail via email” or “I want to check my voicemail via phone, email and receive an email notification” option. In the “Send Email to” box, enter the email address where you would like message notifications to go. This option will only apply if you have one of the selected email notifications above.
I only want to check my voicemail via email. Is it possible to only choose this option?
To make this update, select on Extensions from the navigation bar then select the Settings icon located to the right of the extension you wish to work with. Select the Voicemail link from the left column. Selecting this option will send all voicemail and fax messages to the email address provided in a mp3 file for voicemail and a pdf for faxes. This allows you to listen and/or view to the message(s) on your computer and save them for future reference. The email message will also contain the time, date, length, and Caller ID information for the message. All messages will be stored in your control panel for 30 days. You can download the message to your computer for infinite storage.
What type of file format do you send voicemail messages to email?
Email voicemail messages are sent in the MP3 format.
I want to check my voicemail via phone and receive an email notification. How do I enable this option?
To make this update, select on Extensions from the navigation bar then select the Settings icon located to the right of the extension you wish to work with. Select the Voicemail link from the left column. Selecting this option will allow you to check your voicemail via phone but also receive a notification to your email when you receive a new message. When calling to access your voicemail box, you will notified of new messages waiting in your voicemail box. Any new voicemail and fax messages will be sent to the email address provided as an mp3 file for voicemail and a pdf file for faxes. This allows you to listen on your computer as well as save the file. The voicemail will also contain the time, date, length and Caller ID for the message.
I want to check my voicemail via phone. How do I do this?
The default option to check your voicemail is via telephone.
Checking Voicemail by Phone
1. Call your system phone number.
2. If you have a menu with a custom greeting, press star (*) then enter your extension number. Once you have reached a voicemail box press star (*).
3. Enter your password and choose option 1 to Listen to New Messages.
Why do I need a voicemail password?
The password allows you to check your voicemail from your phone. When accessing a voicemail box from a phone, you will be prompted to enter the password. Having a password will also prevent others from checking your personal voicemail.
How do I enable or disable voicemail for an extension?
First, you must create an extension by selecting on Extensions from the navigation bar. Select the Add New Extension button on the top right to proceed. In the Edit Extension section, choose the option for Voicemail Status to “yes”. This will allow the extension to include voicemail. If in the future you wish to deactivate the voicemail for an extension, you will select “no”.
Do I have the option to enable or disable voicemail at any given time for a specific extension?
Yes, you do have the option to turn the voicemail on or off for a specific extension by selecting on Extensions from the navigation bar. Select the pencil and paper Settings icon located to the right of the extension you want to work with. Select Voicemail from the left hand side of the page. Select “On” or “Off” from the Voicemail Status drop down menu.
What should I use as my outgoing voicemail greeting?
Voicemail script #1
“Thank you for calling [business/person name]. We cannot answer the phone at this time. Please leave a detailed message along with your telephone number and we will contact you as soon as possible.
Voicemail script #2
"You have reached [business/person name]. We are unable to answer your call at this time. Please leave your name, number and a brief message and we will return your call at our earliest convenience.”
Do I have the option to mark Internet voicemail messages as old?
New messages in your voicemail box are marked in bold. These messages will be part of your “new” messages when you access your voicemail by phone. To mark messages as old, so they are not part of new messages when you check voicemail by phone, simply check the message’s corresponding check box and click the Mark as Old button.
I want to delete my old voicemail messages. How do I do this in my account?
Select Extensions from the navigation bar. Select the pencil and paper Settings icon. Select the Inbox tab.Check the message’s corresponding check box and click the Delete button. To delete all messages, click Check All and click the Delete button.
How do I download a message as an mp3 file from within my account?
Select Extensions from the navigation bar. Select the Settings icon. Select the Inbox tab. To download a message as an mp3 file, simply click the download icon for the message you wish to download. A prompt will appear from your browser as to where to save the file.
Can Phone.com restore deleted voicemail messages?
Phone.com does not have the ability to restore deleted voicemail messages.
How do I screen incoming calls?
Call screening can be applied when using Call Forwarding to an extension or outside number. Call Screening is enabled when selecting the "ADV" option from the Call Handling Rules "Call Forwarding" option. The ADV icon can be found directly outside the phone number field on this section.
When answering a call with Call Screening enabled, you will hear the operator specify the Caller ID of the incoming call and the number the party dialed. The option to take the call can be completed by dialing "1". The option to reject the call can be completed by dialing "2".
What message will blocked callers receive?
Call screening can be applied when using Call Forwarding to an extension or outside number. Call Screening is enabled when selecting the "ADV" option from the Call Handling Rules "Call Forwarding" option. The ADV icon can be found directly outside the phone number field on this section.
When answering a call with Call Screening enabled, you will hear the operator specify the Caller ID of the incoming call and the number the party dialed. The option to take the call can be completed by dialing "1". The option to reject the call can be completed by dialing "2".
What is the default number of rings before Voicemail picks up? Can I change it?
Yes, when call forwarding to another number, you have the option to select the amount of seconds. Because every phone ringer is different, seconds do not determine the same amount of rings for each phone. The modification must be done from within the Call Handling Rules section of the account.
I want to modify the voicemail to one of my extensions. How would I do this and add the right voicemail greeting?
To modify the Internet voicemail settings to an already existing extension, select Extensions from the navigation bar then locate and select Settings to the right of the extension you wish to work with. From within the modify section, you can view the following options:
* Set the extension number
* Choose a nickname
* Select the voicemail greeting
* Enter a password (optional)
* Choose your specific voicemail delivery option
Please make sure to click the Save Changes button at the bottom of the page to save any updates made.
What is an Internet voicemail greeting?
Your Internet voicemail greeting is the message callers hear when accessing your voicemail box.
I forgot what my voicemail greeting sounded like and I want to make sure I choose the right one for my extension. What can I do?
Select Extensions from the navigation bar then locate Settings. Select Voicemail from the left column. You can preview the greeting by clicking the listen icon and the greeting will begin playing in your browser.
Speakers or headphones are required to listen to your recordings
When I edit my voicemail box, what types of delivery options are available? Can I specify a different delivery option for different extensions?
For your voicemail, you have the option to choose one of the following:
* Check voicemail via phone
Selecting on this option will allow you to check your voicemail via phone. When calling to access your voicemail you will be notified of new messages waiting in your voicemail box.
* Check voicemail via phone and receive an email notification
Selecting this option will allow you to check your voicemail via phone,but also notify you via email when you receive a new voicemail message. When calling to access your voicemail you will be notified of new messages waiting in your voicemail box. Any new voicemail messages are also sent to the email address provided as an mp3 file for you to listen on your computer and save. The email message will also contain time, date, length and Caller ID information for the voicemail message.
* Check voicemail via email
Selecting this option will send all voicemail messages to the email address provided as an mp3 file for you to listen on your computer and save. The email message will also contain time, date, length and Caller ID information for the voicemail message. All voicemail messages will also be stored in your control panel for 30 days. When you choose this option, you will be required to enter the email address you would prefer to have your notifications sent to.Keep in mind that messages are stored for 30 days and are available on the web in your account. You also have the option of a text message (SMS) notification sent to a mobile telephone number included with one of the above options. By checking the Text Message option, a short text will be sent to your mobile device when you receive a new voicemail message. Enter your mobile number in the field provided (no spaces or hyphens needed) and select your cellular carrier from the drop down list. If your cellular carrier is not in list, please contact us and we will help you. And yes, you can specify a different delivery option for different extensions in your account.
Please make sure to click the Save Changes button at the bottom of the page to save your update.
How long are Internet voicemail messages stored?
Messages are stored for 90 days in your web account. However, you have the option of keeping your messages indefinitely by downloading the file and saving it to your computer. To download, select the down arrow button from within your Inbox, located to the right of your message.
How do I reset my Internet voicemail password?
The password lets you check voicemail from your phone. When accessing a voicemail box from a phone, you will be prompt to enter the password. Note that clicking the Reset Password button will set the password to the system default value of 000000. To reset your voicemail password to something of your choice
- Select Extensions from the navigation bar.
- Select the pencil and paper Settings icon.
- Select the Voicemail link from the left column.
- Delete the current password listed then enter a new one.
- Select the Save Changes button to update.
What is the purpose of the extension number?
Enter your desired extension number in the text box. The first digit and length of extension numbers are determined in your system settings. Assigning an extension number allows you to route calls directly to a voicemail box by entering an extension number. To make changes to your extension numbering range, select the Settings option on the navigation bar.
What is the purpose of the nickname?
This internal nickname helps you identify the specific voicemail box when configuring actions for other areas of your system
How do I listen to my Internet voicemail from within my account?
- Select Extensions from the navigation bar.
- Select the Settings icon.
- Select the Voicemail link from the left column.
To listen to a voicemail message, simply click the listen icon and the message will begin playing in your browser. To stop the message, click the red “stop” square.
Speakers or headphones are required to listen to your messages.
