voicemail user manual.
Contents
1. SplicecomS maximiser Voicemail User Guide November 2012 Voicemail User Guide Document No 021 Version No V3 2 1112 1 1 Copyright SpliceCom Ltd SpliceCom Ltd The Hall Business Centre Berry Lane Chorleywood Herts WD3 5EX Tel 01923 287700 Website www splicecom com 7 Splicecom gt maximiser Voicemail User Guide Contents BDU MM SE RU eines ere NI DO 1 About this Manual eee eee A E A A 1 Understanding Voicemail ccccccecececccescescescceccscescessesseescsceascsserssesseasesssssessesseessstesseseesseseestesseeseetesseeseestess 1 Getting stared aasre E E E T a E E E a A 2 Enabling Voicemail ces cesceeceescescessesscescscessesscessessessesssesseasessessevasessestsessessessessteseesseaseeseessessesterseeseeste 2 RCI ers Penne wee em anne dP CEI Owe Ree OT RO er 2 LISTEMIMG TONMESSAGES 333 200 8scssbsecessdeveYocsseectaabeselecsdevedsssdestacsdeiadeaslosvsecadsvelvacdeastisadetadestderstessdsteliecdesetessdeeedieaiesees 2 l aving a message Tora Colleague cscs nn inten nan ease nn tn gate nn dt tn 3 Telephony User Interface I denied nero 4 Message Management sine eaodevedases cesdepaduvedonccosdedeiceedes coders depad a a OTE 4 VOICCMMAUIS CTI GS ee cao os ca a ene se E E eee eee Noe ot eg eee hae tet 7 Accessing your voicemail remotely ccccccce cece eeeecececeescesecessceseecsescsssceecessccesesesecseeeseecssscssseeeeeseeeseaees 14 Using Vo2. Voicemail User Guide spliceconiS maximiser This page is intentionally blank 2 SpliceCom Britain s leading developer of telephone systems The Hall Farm Business Centre Berry Lane Chorleywood Hertfordshire WD3 5EX Tel 01923 287700 Fax 01923 287722 Email info splicecom com Website www splicecom com
3. Splicecom gt maximiser 15 1 Voicemail Access Code New messages stored permanently Old messages deleted after 7 days unless saved Voicemail Call Back By default the maximiser system provides a short code of 1571 which will give you access to your messages via the Telephony User Interface TUI as described in this manual Please check with your system administrator which short code you should use if required Access to voicemail on your handset can be protected by an access code if not already confisured Please refer to your system administrator for further details You will be prompted for this code once configured You will need to enter your Voicemail Access Code which can be configured for you by your system administrator or via Settings as described in the Voicemail Settings section from page 7 Messages are stored until you listen to them They are then considered old messages and are automatically deleted after 7 days unless you have manually saved them as described in the Message Management section from page 4 A message is marked as old after you have listened to the first 10 seconds If you would like your handset to automatically ring you when you receive a new message Voicemail Call Back can be configured on your user account Please refer to your system administrator for further details Once configured voicemail will attempt to deliver a new message immediately the message is received If this is not
4. can be recorded as follows x 1 Once you have entered the voicemail TUI press asterisk on the alpha numeric keypad at any time The Settings options will be played to you 4 2 Press 4 to record the initial announcement or 5 2 Press 5 to record the repeat announcement 3 The current announcement will be played Departments 22 Voicemail User Guide v3 2 1112 1 1 Voicemail User Guide 7 Splicecom gt maximiser Speak announcement after the tone followed by hash or silence will be played The new announcement will be played back 4 5 Record the announcement required and press hash when you have finished 6 7 The following options will be listed 1 Repeat the options 2 Re record the announcement 3 Delete the announcement this will restore the previous announcement or return to the default message 7 Save the announcement and return to the previous menu or hang up 0 Discard the announcement the new announcement will not be saved and you will be returned to the previous menu 8 Select the option required Assigning a Voice Tag to incoming CLI When a call is received by voicemail the CLI of the caller if presented is recorded To assist with the management of voicemail messages a recorded name can be assigned to this CLI so that voicemail will inform you of the name of the caller before playing the message 1 Whilst listening to a message press asterisk on the alpha numeric keyp
5. You will be then prompted to enter your voicemail access code enter this followed by hash Once entered you will be given access to the TUI and be informed how many new messages you have received If you are dialling from a number entered in your telephone number fields Home Mobile Sparel or Spare2 the telephone system will recognise who you are and will not prompt you for your account number This facility will only be available if your home number CLI for example is presented with the call Remote Access 14 Voicemail User Guide v3 2 1112 1 1 Splicecom gt maximiser Voicemail User Guide If you regularly dial in from your home number for example and you do not wish to always enter your voicemail access code your home number can be set up as a trusted number Please refer to your system administrator for further details This facility will only be available if your home number CLI for example is presented with the call Voicemail Call Back If you wish voicemail to automatically rind you on your mobile for example and present any new messages Voicemail Call Back can be set up for you Voicemail Call Back can be set to rind you at home your mobile your assistant s extension and so on Please refer to your system administrator for further details Once configured voicemail will attempt to deliver anew message immediately the message is received If this is not successful this will be repe
6. details This facility can also be used to send SMS alerts to your mobile when you receive a new message Please refer to your system administrator for further details Remote Access Voicemail User Guide v3 2 1112 1 1 15 7 Splicecom maximiser Voicemail User Guide Using Voicemail with your Departments Departments are a feature of the maximiser system that allows calls to be routed efficiently to a group of Users by dialling one number either internally or externally Due to your role in your company you may have been placed in a Group on the maximiser system For example if you are part of a Sales team you may be placed in a Sales Group or part of a Reception team or part of a Support team you may have been placed in a Group The purpose of creating Groups on your system is to ensure the efficient handling of incoming calls For example you may wish to ensure all incoming calls to Reception are shared among several colleagues to ensure the calls are answered quickly or you may wish to ensure that support calls are shared equally among the Support team A Department determines the routing of a call to your Group and your System Administrator will inform you if you will be receiving Department calls and how that Department is configured Enabling Voicemail A Department can be configured so that a caller will be routed to voicemail after a specified amount of time if their call is not answered A Department can also
7. forwarding options will be played 2 4 Your Follow Me option will be set to None and your calls will no longer be forwarded 5 You will be returned to the Settings menu Assigning a Voice Tag to incoming CLI When a call is received by voicemail the CLI of the caller if presented is recorded To assist with the management of voicemail messages a recorded name can be assigned to this CLI so that voicemail will inform you of the name of the caller before playing the message x 1 Whilst listening to a message press asterisk on the alpha numeric keypad at any time The Settings options will be played to you 4 2 Press 4 3 Please speak name for lt number gt followed by hash or silence will be played 4 Record the name required and press hash when you have finished 5 The following options will be listed 1 Repeat the options 2 Rerecord the tag 3 Delete the tag 7 Save the tag 0 Discard the tag and return to the previous menu 6 Press the option required If you press 3 7 or 0 you will be returned to the Settings menu Please note that this facility will not be available if the caller s CLI was not presented when the call was received Recording a Greeting You have the facility to record up to 6 voicemail Sreetings These can all be recorded via the Telephony User Interface as described in this section Alternatively it may also be possible to record your daily greeting and permanent greeting via your handset software
8. s whereabouts on a particular day and would be deleted at 1 am Permanent Greeting A Permanent Greeting can be recorded for a Department via a short code eg 64 Please refer to your system administrator for further details The permanent greeting would typically be a generic message which can be used on any day If a permanent greeting is recorded the daily greeting is deleted at 1 am and the permanent greeting is then used until a new daily Greeting is recorded Out of Hours Greeting This greeting will be played to callers when a Department is in Out of Hours mode when for example the office is closed or the Group members have gone home for the day Out of Office Greetings The remaining four greetings are used when a Department is using the Out of Office facility Please refer to your system administrator for further details Please note that your Permanent greeting will be used until you record a new Out of Office greeting Departments Voicemail User Guide v3 2 1112 1 1 19 Voicemail User Guide 7 Splicecom gt maximiser In Meeting At Lunch On Holiday Off Site Queue Announcements Initial Announcement Repeat Announcement The In Meeting greeting will be used when the In Meeting Out of Office message has been selected for a Department The At Lunch greeting will be used when the At Lunch Out of Office message has been selected for a Department The On Holiday greeting will be used when
9. system and as such you have a User account on the system Your User name will be used to identify you as you make receive and transfer calls Each of your colleagues will also have a User account and will be identified in the same way by their User name As a User on the system you will be given an extension number eg 2021 and possibly a DDI number eg 01632 563862 So that when a colleague rings your extension number or an external contact rings your DDI number this call will be routed to your User account Your User account will store all of your User settings including voicemail settings so that when you log on to another handset these settings will be available to you and your calls will be routed to whichever phone you are logged on to For further details on hot desking please refer to your system administrator Departments Departments are a feature of the maximiser system that allows calls to be routed efficiently to a group of Users by dialling one number either internally or externally Further details on using voicemail with a Department is available within the Using Voicemail with your Departments section from page 16 Your handset The method used to control and use your voicemail will depend on the handset software you are using This manual describes the use of voicemail via the Telephony User Interface available via a short code Voicemail Call Back or remote access Using voicemail via the integrated voicemail management ava
10. the On Holiday Out of Office message has been selected for a Department The Off Site greeting will be used when the Off Site Out of Office message has been selected for a Department While a caller is waiting for their call to be answered and before they are routed to voicemail their call will be placed in a queue While they are in a queue comfort announcements can be played This facility must be previously confisured for the Department please refer to your system administrator for further details This is the first announcement that will be played to the caller after the amount time specified in the Department s configuration External callers will then be played the hold music that has been configured on your system please refer to your system administrator for further details This is the next announcement that will be played to the caller after the amount of time specified in the Department s configuration External callers will then be played the hold music that has been configured on your system please refer to your system administrator for further details This announcement will be repeated followed by the hold music until the call has been answered or passed to voicemail Recording a normal greeting or Daily Greeting You can record a normal greeting for a Department as follows x 1 Once you have entered the voicemail TUI press asterisk on the alpha numeric keypad at any time The Settings options will be played to
11. you 2 2 Press 2 3 Press 2 again 4 5 6 7 The current greeting will be played Speak greeting after the tone followed by hash or silence will be played Record the greeting required and press hash when you have finished The new greeting will be played back 20 Departments Voicemail User Guide v3 2 1112 1 1 Splicecom gt maximiser Voicemail User Guide 8 The following options will be listed 1 Repeat the options 2 Rerecord the greeting 3 Delete the greeting this will restore the previous greeting or return to the default message 7 Save the greeting and return to the previous menu or hang up 0 Discard the greeting the new greeting will not be saved and you will be returned to the previous menu 9 Select the option required Please note e You can record the daily greeting via a short code eg 63 This will take you directly to the Department s voicemail and to the Record a Greeting section in Settings You can then follow the instructions from step 4 above Please refer to your system administrator for further details e fa permanent greeting is recorded the daily greeting will be deleted at 1 am and the permanent greeting will be used until a new daily greeting is recorded Recording a Permanent Greeting You can record a permanent greeting for a Department via a short code eg 64 This will take you directly to the Department s voicemail and to the Record a Greeting secti
12. ad at any time The Settings options will be played to you 4 2 Press 4 3 Please speak name for lt number gt followed by hash or silence will be played 4 Record the name required and press hash when you have finished 5 The following options will be listed 1 2 3 7 0 Repeat the options Re record the tag Delete the tag Save the tag Discard the tag and return to the previous menu 6 Press the option required If you press 3 7 or 0 you will be returned to the Settings menu Please note that this facility will not be available if the caller s CLI was not presented when the call was received Departments Voicemail User Guide v3 2 1112 1 1 23 Voicemail User Guide 7 ae Splicecom gt maximiser Index access department voicemail short code 18 via a DDI number 18 via integrated voicemail management 18 voicemail call back 18 access voicemail by an assistant 15 remotely 14 short code 3 14 via a DDI number 14 via integrated voicemail management 1 2 via your greeting 14 voicemail call back 3 announcements 22 assign a voice tag to incoming CLI 10 Assistant Telephone Number 2 17 At Lunch Greeting 11 20 daily greeting 2 11 19 20 DDI number 1 delete a message 4 5 departments 1 16 assign a voice tag to incoming CLI 23 daily Sreeting 20 email messages 18 Groups 16 record a normal Greeting 20 record a permanent greeting 21 record an announcement 22
13. any time The forwarding options will be played to you Press 3 The message will be forwarded to the email account set up in your User account The next message or For help please press 1 will be played Voicemail Settings After accessing the voicemail TUI you can press and you will be given the following options D OR UN Repeat the options Record a greeting Select Forwarding Add a voice tag Change your access code Record extra Greetings Changing your Voicemail Access Code Your Voicemail Access Code enables you to access your messages when you are away from your desk as described in the Accessing your voicemail remotely section from page 14 You may also need to enter this code if your voicemail has been access code protected on your handset as described in the Listening to message section from page 2 This code can be set as follows x 1 D 2 3 4 5 Once you have entered the voicemail TUI press asterisk on the alpha numeric keypad at any time The Settings options will be played to you Press 5 Enter a new Access Code followed by hash message will be played Enter the new code required followed by a hash eg 4567 Your new Access Code has been set will be played and you will be returned to the previous menu Telephony User Interface Voicemail User Guide v3 2 1112 1 1 SplicecomS maximiser Voicemail User Guide Please note that it is absolutely essential that y
14. ard your calls to your mobile number You will be returned to the Settings menu Forward your calls to your home number x 1 3 2 3 4 Once you have entered the voicemail TUI press asterisk on the alpha numeric keypad at any time The Settings options will be played to you Press 3 The forwarding options will be played Press 3 to forward your calls to your home number You will be returned to the Settings menu Forward your calls to first spare number x 1 3 2 D 4 Once you have entered the voicemail TUI press asterisk on the alpha numeric keypad at any time The Settings options will be played to you Press 3 The forwarding options will be played Press 5 to forward your calls to your Spare1 number You will be returned to the Settings menu Forward your calls to second spare number x 1 3 2 6 4 Once you have entered the voicemail TUI press asterisk on the alpha numeric keypad at any time The Settings options will be played to you Press 3 The forwardins options will be played Press 6 to forward your calls to your Spare2 number Telephony User Interface Voicemail User Guide v3 2 1112 1 1 7 Splicecom gt maximiser Voicemail User Guide 5 You will be returned to the Settings menu Cancel call forwarding x 1 Once you have entered the voicemail TUI press asterisk on the alpha numeric keypad at any time The Settings options will be played to you 3 2 Press 3 3 The
15. ated after 3 minutes 10 minutes 30 minutes 1 hour and every 3 hours until the call back has been answered Once answered you or your assistant will be given access to the Telephony User Interface TUI and played your new messages Allowing your assistant to manage your voicemail on their handset If you have an assistant or colleague who wishes to monitor and manage your voicemail messages via the integrated voicemail management available on their own handset this facility can be set up within your User account Please refer to your system administrator for further details Your assistant should refer to the relevant handset software s user manual for details on how to manage voicemail on their handset Your answered and missed incoming calls will also be logged in your assistant s Calls History Using email to manage your messages Your company s email system can be used in conjunction with the SpliceCom voicemail facility Once set up your User account can be configured so that you automatically receive an email to inform you that you have received a new voicemail message The message can also be attached to the email as a WAV file and deleted from the voicemail server if required Please refer to your system administrator for further details Your User account can also be set up to allow you to determine when a message is sent to your email account please refer to the Forward a message to an email account section from page 7 for further
16. d and you will be returned to the previous menu 9 Select the option required Please note e You can record your permanent greeting via a short code eg 72 This will take you directly to your voicemail and to the Record a Greeting section in Settings You can then follow the instructions from step 4 above Please refer to your system administrator for further details Telephony User Interface 12 Voicemail User Guide v3 2 1112 1 1 7 Splicecom gt maximiser Voicemail User Guide e Once you have recorded a permanent Greeting your daily greeting will be deleted at 1 am and your permanent greeting will be used until you record a new daily greeting Recording an Out of Office greeting When you have set an Out of Office message as described in your relevant handset software s user manual and a caller is passed to your voicemail the relevant voicemail greeting is played These greetings can be recorded as follows x 1 Once you have entered the voicemail TUI press asterisk on the alpha numeric keypad at any time The Settings options will be played to you 6 2 Press 6 3 Press 4 to record an In Meeting greeting 5 to record an At Lunch greeting 6 to record an On Holiday greeting 7 to record an Off Site greeting 4 Your current Out of Office greeting will be played or if this is the first time you are recording this particular Out of Office greeting your permanent greeting will be played 5 Speak greet
17. ed when you have selected the In Meeting Out of Office message on your extension At Lunch The At Lunch greeting will be used when you have selected the At Lunch Out of Office message on your extension On Holiday The On Holiday greeting will be used when you have selected the On Holiday Out of Office message on your extension Off Site The Off Site greeting will be used when you have selected the Off Site Out of Office message on your extension Recording a Daily Greeting You can record a daily greeting as follows x 1 Once you have entered the voicemail TUI press asterisk on the alpha numeric keypad at any time The Settings options will be played to you 2 2 Press2 3 Your current daily greeting will be played 4 Speak greeting after the tone followed by hash or silence will be played 5 Record the greeting you require and press hash when you have finished 6 The new greeting will be played back Telephony User Interface Voicemail User Guide v3 2 1112 1 1 11 7 Splicecom gt maximiser Voicemail User Guide 7 The following options will be listed 1 Repeat the options 2 Re recordthe greeting 3 Delete the greeting this will restore the previous greeting or return to the default message 7 Save the greeting and return to the previous menu or hang up 0 Discard the greeting your new Greeting will not be saved and you will be returned to the previous menu 8 Select the option required P
18. em administrator for further details and a caller is passed to voicemail the relevant voicemail greeting is played These greetings can be recorded as follows x 1 Once you have entered the voicemail TUI press asterisk on the alpha numeric keypad at any time The Settings options will be played to you 2 2 Press 2 3 Press 4 to record an In Meeting greeting 5 to record an At Lunch greeting 6 to record an On Holiday greeting 7 to record an Off Site greeting 4 The current Out of Office greeting will be played or if this is the first time you are recording this particular Out of Office greeting the permanent greeting will be played 5 Speak greeting after the tone followed by hash or silence will be played 6 Record the greeting you require and press hash when you have finished 7 The new greeting will be played back 8 The following options will be listed 1 Repeat the options 2 Re record the greeting 3 Delete the greeting this will restore the previous greeting or return to the default message 7 Save the greeting and return to the previous menu or hang up 0 Discard the greeting the new greeting will not be saved and you will be returned to the previous menu 9 Select the option required Recording an Announcement If a Department is configured to play comfort announcements to a caller while they are in a queue please refer to your system administrator for further details the Initial Announcement and Repeat Announcement
19. ent s voicemail via a short code Access to a Department s voicemail can be made available via a short code eg 8001 Please refer to your system administrator for further details After dialling the short code you may be prompted for the Department s voicemail access code as described above Once entered you will be given access to the TUI and be informed how many new messages the Department has received Access to a Department s voicemail via your handset If you wish to monitor and manage a Department s voicemail messages via the integrated voicemail management available on your handset software this facility can be set up within your User account Please refer to your system administrator for further details Please refer to the relevant handset software s user manual for details on how to manage voicemail on your handset A Department s answered and missed incoming calls will also be logged in your Calls History Voicemail Call Back When a Department receives a new message this Department can be set up to automatically ring you on your extension or your mobile for example and present any new messages Please refer to your system administrator for further details Once configured voicemail will attempt to deliver a new message immediately the message is received If this is not successful this will be repeated after 3 minutes 10 minutes 30 minutes 1 hour and every 3 hours until the call back has been answered Once answered you wi
20. essage to email 0 To cancel 6 Play next message 7 Save the message you are currently listening to 8 Skip back by 2 seconds 9 Play the source of the call for the message you are currently listening to This feature will only be available if the caller s CLI has been presented with the call 0 Call back the source not enabled by default this facility must be configured on your system and will only be available if the caller s CLI has been presented with the call Settings At the end of all messages the User will be played For help please press 1 and the above list of options will be detailed Save a message 1 Whilst listening to a message press 7 on the alpha numeric keypad at any time to save it Please note that once you have listened to a message it will be automatically deleted after 7 days unless you press 7 to save it A message is marked as old once you have listened to the first 10 seconds of the message Delete a Message 3 1 Whilst listening to a message press 3 on the alpha numeric keypad at any time to delete it Play the previous message 4 1 Whilst listening to a message press 4 on the alpha numeric keypad at any time to listen to the previous message Play the next message 6 1 Whilst listening to a message press 6 on the alpha numeric keypad at any time to listen to the next message Skip Forward in a message 2 1 Whilst listening to a message press 2 on the alpha numeric keypad at a
21. icemail with your Departments iii 16 Ee oine VOICE teen a settee oe hes ceca fecha eee eas teeta ree teeth ets tec eet E petite reertaes 16 RECEIVING ACA scat acc ete cache gotta ee ee eee ae E eee eee ee eee ae eee E 16 LISTEMNMG IC MESSAGES 3 223 sax cheek sicko E E sehen aan eda nut teem sie Nero a PE meas EE A 17 D parimentSettings trs tn nn nn E a E intel tte ete ln este 19 OM eens ce E E 24 Contents Voicemail User Guide v3 2 1112 1 1 Voicemail User Guide spliceconiS maximiser This page is intentionally blank S Splicecom gt maximiser Voicemail User Guide Introduction About this manual This guide has been designed to allow you to understand the features available to you when using the voicemail facility being run via a SpliceCom maximiser system using version 3 2 software This manual assumes that voicemail has been facilitated and configured on your system If this is not the case please refer to your System Administrator for further assistance Understanding Voicemail The SpliceCom maximiser system provides an integrated voicemail facility which is controlled and facilitated by your system administrator Voicemail functionality is then provided on a User and or Department basis To use voicemail your User account or Department must be assigned a licence this licensing is controlled by your system administrator Your User Account You are a User of the SpliceCom maximiser telephone
22. ilable on your handset is described in detail in the relevant handset or software user manual available on the SpliceCom website Introduction Voicemail User Guide v3 2 1112 1 1 7 Splicecom gt maximiser Voicemail User Guide Getting started Enabling Voicemail Once your User account has been given the ability to use voicemail via a licence this facility must be then enabled on your account This is generally done by your system administrator However this can also be controlled by a short code please refer to your system administrator for further details Receiving a call Once voicemail has been enabled on your account internal and external callers will be transferred to voicemail if you are busy on a call or do not answer your call within your No Answer Time No Answer Time The No Answer Time by default is 20 seconds This timing is determined on a Default 20 seconds per User basis so please refer to your system administrator for the No Answer Time configured on your account Daily Greeting Your callers will be played your daily greeting which by default will play There is no one is available to take your call at the moment Please leave a message after the tone followed by a beep You can customize the greeting played to your callers as described in the Recording a Greeting section from page 10 Recording time Callers will be given 5 minutes to record a message If no sound is heard for 10 5
23. ing after the tone followed by hash or silence will be played 6 Record the greeting you require and press hash when you have finished 7 The new greeting will be played back 8 The following options will be listed 1 Repeat the options 2 Rerecord the greeting 3 Delete the greeting this will restore the previous greeting or return to the default message 7 Save the greeting and return to the previous menu or hang up 0 Discard the greeting your new greeting will not be saved and you will be returned to the previous menu 9 Select the option required Telephony User Interface Voicemail User Guide v3 2 1112 1 1 13 Splicecom gt maximiser Voicemail User Guide Accessing your voicemail remotely You may wish to access your voicemail messages when you are away from your desk from your mobile for example or when you are working at home or from another extension in your office You may also have an assistant who you wish to monitor your voicemail messages when you are out of the office The following lists the methods you can use Most of these methods will give you access to the Telephony User Interface TUI and you can use all the facilities described in the Telephony User Interface TUI section from page 4 to manase your messages and Settings In order to access your voicemail remotely you will require a Voicemail Access Code This can be confisured for you please refer to your system administrator or you can se
24. l you or a colleague listen to them They are then permanently considered old messages and are automatically deleted after 7 days unless you have manually saved them as described in the Message Management Old messages deleted section from page 4 A message is marked as old after you have listened to after 7 days unless saved the first 10 seconds Telephony User Interface TUI The TUI is accessed when a short code eg 8001 or DDI or voicemail call back is used to enter a Department s voicemail The same options are available as described in the Message Management section from page 4 The options available when pressing asterisks to access the Settings are different and are described in the Department Settings section from page 19 Voicemail Access Code If you need to access a Department s voicemail but you are not a member of the relevant Group or you try to access voicemail on any handset used by a colleague that is not a member of the Group you will need to enter the Department s voicemail access code Please refer to your system administrator for further details However any access to a Department s voicemail can also be protected which means members of the Group also have to enter the Department s voicemail access code Please refer to your system administrator for further details Departments Voicemail User Guide v3 2 1112 1 1 17 Splicecom maximiser Voicemail User Guide Access to a Departm
25. lease note e You can also record your daily greeting via the Extra Greetings option which is accessed by pressing then 6 and then 2 You can then follow the instructions from step 3 above e You can record your daily greeting via a short code eg 71 This will take you directly to your voicemail and to the Record a Greeting section in Settings You can then follow the instructions from step 3 above Please refer to your system administrator for further details e lf you have recorded a permanent greeting your daily greeting will be deleted at 1 am and your permanent greeting will be used until you record a new daily Greeting Recording a Permanent Greeting You can record a permanent Greeting as follows x 1 Once you have entered the voicemail TUI press asterisk on the alpha numeric keypad at any time The Settings options will be played to you 6 2 Press 6 3 3 Press 3 Your current permanent greeting will be played Speak greeting after the tone followed by hash or silence will be played Record the greeting you require and press hash when you have finished The new Greeting will be played back D N D wo amp The following options will be listed 1 Repeat the options 2 Re record the greeting 3 Delete the greeting this will restore the previous greeting or return to the default message 7 Save the greeting and return to the previous menu or hang up 0 Discard the greeting your new greeting will not be save
26. ll be given access to the Telephony User Interface TUI and played the new messages Access to a Department s voicemail via a DDI If you wish to have access to a Department s voicemail externally via your mobile or from home for example this facility can be made available via a specific DDI number Please refer to your system administrator for further details After dialling the DDI number you will be prompted to enter your Account Number enter the Department s extension number followed by hash You will be then prompted to enter your voicemail access code enter the Department s voicemail access code followed by hash Once entered you will be given access to the TUI and be informed how many new messages the Department has received If you regularly dial in from your home number for example and you do not wish to always enter the voicemail access code your home number can be set up as a trusted number Please refer to your system administrator for further details Using email to manage a Department s messages Your company s email system can be used in conjunction with the SpliceCom voicemail facility Once set up a Department can be configured so that you automatically receive an email to inform you that the Department has received a new voicemail message The message can also be attached to the email as a WAV file and deleted from the voicemail server if required Please refer to your system administrator for further detail
27. message attached 5 1 Whilst listening to a message press 5 on the alpha numeric keypad at any time The forwarding options will be played to you 1 2 Press 1 3 When prompted record the message to be attached and finish with a hash 4 When prompted enter the extension number of the User to receive the message followed by a hash enter the next extension number followed by a hash etc Finish with a hash eg 2001 or 2001 2002 5 The next message or For help please press 1 will be played Forward a message to a colleague s without a message attached 5 1 Whilst listening to a message press 5 on the alpha numeric keypad at any time The forwarding options will be played to you Telephony User Interface 6 Voicemail User Guide v3 2 1112 1 1 Voicemail User Guide S Splicecom gt maximiser 4 Press 2 When prompted enter the extension number of the User to receive the message followed by a hash enter the next extension number followed by a hash etc Finish with a hash eg 2001 or 2001 2002 The next message or For help please press 1 will be played Forward a message to an email account Generally this would be your email account but you can forward a message to any email account This facility must be previously set up for you please refer to your system administrator for further details Whilst listening to a message press 5 on the alpha numeric keypad at
28. minutes seconds the caller will be automatically disconnected If the caller pauses during the message for 10 seconds the call is ended If the caller hangs up without leaving a message you will not receive a blank message hash A caller can interrupt the greeting and go straight to the recording process by pressing Assistant Telephone Your user account can be configured with an Assistant Telephone Number Number which is typically your supervisor assistant administrator mobile etc One of the uses of this function is to enable your callers to exit voicemail and be transferred to this number You must inform your caller of this facility in your greeting New messages The method used to indicate that you have received a new voicemail message will be dependent on the handset software you are using This could be via a broken dial tone via a message waiting LED or indicator Please refer to the relevant handset or software user manual available on the SpliceCom website Listening to messages The procedure required to listen to a message will be dependent on the handset software that you are using You can either use the Telephony User Interface as described in this manual or use the facilities specific to your handset please refer to the relevant handset or software user manual available on the SpliceCom website for further details Getting Started 2 Voicemail User Guide v3 2 1112 1 1 Voicemail User Guide S
29. numeric keypad at any time The Settings options will be played to you 3 2 Press 3 3 The forwarding options will be played Repeat the options Cancel Forwarding Forward to Home Forward to Mobile Forward to Spare Forward to Spare2 Forward to here the CLI of phone being used to access voicemail will be entered as the Follow Me number 0 Return to settings NO 01 NO 4 Select the option required and you will be returned to the Settings menu Forward your calls to your current number x 1 Once you have entered the voicemail TUI press asterisk on the alpha numeric keypad at any time The Settings options will be played to you 3 2 Press 3 3 The forwarding options will be played 4 Press 7 to forward your calls to the telephone you are calling from Telephony User Interface 8 Voicemail User Guide v3 2 1112 1 1 Voicemail User Guide Splicecom gt maximiser 5 You will be returned to the Settings menu Please note that this facility will only be available if the phone you are calling from presents its number CLI to the telephone system This number is entered into the Follow Me number field in your User account Forward your calls to your mobile number 1 3 2 4 4 Once you have entered the voicemail TUI press asterisk on the alpha numeric keypad at any time The Settings options will be played to you Press 3 The forwarding options will be played Press 4 to forw
30. ny time to move forward in the message by 2 seconds Telephony User Interface Voicemail User Guide v3 2 1112 1 1 SplicecomS maximiser Voicemail User Guide Rewind a message 8 1 Whilst listening to a message press 8 on the alpha numeric keypad at any time to rewind the message by 2 seconds Listen to the caller s number 0 1 Whilst listening to a message press 9 on the alpha numeric keypad at any time and the caller s number will be played to you Please note that this facility will not be available if the caller s CLI was not presented when the call was received Ring back the caller 0 1 Whilst listening to a message press 0 on the alpha numeric keypad at any time and the caller s number will be dialled Please note that this facility must be enabled on your system and will not be available if the caller s CLI was not presented when the call was received Please refer to your system administrator for further details Listen to the Help 1 1 Whilst listening to a message press 1 on the alpha numeric keypad at any time to listen to the options available to help you with the management of your messages Forward a message You can forward a message to another colleague with or without an annotation or to an email account by pressing 5 after listening to the message Please note that after pressing 5 you can press 0 zero to escape from this option if required Forward a message to colleague s with a
31. on It is also used when you wish to access voicemail when away from your desk please refer to the Accessing your voicemail remotely section from page 14 On accessing the voicemail TUI you will be informed how many new messages you have received Each new message will be played followed by the time of the call If you have any old messages these will then be played Messages are stored until listened to and are then deleted after 7 days unless manually saved A message is marked as old after listening to the first 10 seconds Message Management To assist with the management of messages the following options are available when listening to a message 1 2 3 Skip forward 2 Delete this Play help sbconds gt message 4 5 6 Forward this Play next message message gt gt Play previous message lt lt 7 8 9 Save this Skip back 2 This caller s message seconds lt number 0 Return this call Configuration options 1 Play the Help message then return to your previous position 2 Skip forward by 2 seconds 3 Delete the message you are currently listening to 4 Play previous message Telephony User Interface 4 Voicemail User Guide v3 2 1112 1 1 Pr Splicecom gt maximiser Voicemail User Guide 5 Forward the message you are currently listening to 1 Forward message to another voicemail box with a message attached 2 Forward message to another voicemail box 3 Forward m
32. on in Settings You can then follow the instructions from step 4 above Please refer to your system administrator for further details Once you have recorded a permanent greeting the Department s daily greeting will be deleted at 1 am and the permanent greeting will be used until a new daily greeting is recorded Recording an Out of Hours greeting You can record a normal greeting for a Department as follows x 1 Once you have entered the voicemail TUI press asterisk on the alpha numeric keypad at any time The Settings options will be played to you 2 2 Press 2 3 3 Press 3 The current greeting will be played Speak greeting after the tone followed by hash or silence will be played Record the greeting required and press hash when you have finished The new Greeting will be played back oOo N D n BR The following options will be listed 1 Repeat the options 2 Rerecord the greeting 3 Delete the greeting this will restore the previous greeting or return to the default message 7 Save the greeting and return to the previous menu or hang up 0 Discard the greeting the new greeting will not be saved and you will be returned to the previous menu Departments Voicemail User Guide v3 2 1112 1 1 21 7 Splicecom gt maximiser Voicemail User Guide 9 Select the option required Recording an Out of Office greeting When a Department has an Out of Office message set please refer to your syst
33. ou use a secure access code to protect your telephone system from fraud Do not use 1234 or 12341234 or your extension number as your Voicemail Access Code Setting Forwarding via voicemail You can set your Follow Me facility via voicemail this is particularly useful when you are out of the office You can dial in for example via your mobile or from another extension in your office and set Follow Me remotely For further details on how to access your voicemail remotely please refer to the Accessing your voicemail remotely section from page 14 If you have configured your personal numbers such as your home number and mobile number on your User account voicemail can use these numbers for forwarding Please note that your Home Mobile Sparel and Spare2 telephone number fields in your User account must contain external numbers only Please note e _ f your calls are forwarded to an internal extension and that extension is not answered or busy the caller will be passed to your voicemail and the call will be logged as a missed call on your phone e This feature will set your Follow Me option to Personal therefore only calls to your extension number and DDI are forwarded If you require further information regarding Follow Me or Divert or configuring your personal numbers please refer to your handset software s user manual or your system administrator x 1 Once you have entered the voicemail TUI press asterisk on the alpha
34. please refer to the relevant user manual available via the SpliceCom website Telephony User Interface 10 Voicemail User Guide v3 2 1112 1 1 7 Splicecom gt maximiser Voicemail User Guide Daily Greeting This is the default greeting that is played to callers until you record a Permanent Greeting described below You would typically record a daily greeting that would inform your callers of your whereabouts on a particular day for example You have reached Alice Barker s voicemail on Tuesday 4 July am currently in a meeting until 11 o clock Please leave a message and will call you on my return Permanent Greeting Your permanent greeting would be typically more generic which can be used on any day for example You have reached Alice Barker s voicemail Sorry am unable to take your call Please leave a message and will Set back to you as soon as possible If you record a permanent greeting the daily greeting is deleted at 1 am and the permanent greeting is then used until a new daily greeting is recorded Out of Office The remaining four greetings are used with the Out of Office facility as described in Greetings your relevant handset s user manual available via the SpliceCom website or please refer to your system administrator for further details Please note that your Permanent greeting will be used until you record a new Out of Office greeting In Meeting The In Meeting greeting will be us
35. put into Out of Hours mode when the Group members are in a meeting have gone to lunch have gone home or when the office is closed and so on Again the callers can be routed to voicemail either immediately or after a specified amount of time if their call is not answered by another Group Please refer to your system administrator for details on how your Departments are configured Receiving a call Once voicemail has been enabled for a Department internal and external callers will be transferred to voicemail after the specified time if their call is not answered Normal greeting Your callers will be played the normal greeting which by default will play There is no one is available to take your call at the moment Please leave a message after the tone followed by a beep You can customize this greeting as described in the Department Settings section from page 19 Out of Hours greeting If the Department is in Out of Hours the caller will be played the Out of Hours greeting which can be customized as described in the Department Settings section from page 19 Recording time Callers will be given 5 minutes to record a message If no sound is heard for 10 5 minutes seconds the caller will be automatically disconnected If the caller pauses during the message for 10 seconds the call is ended If the caller hangs up without leaving a message you will not receive a blank message hash A caller can interrupt the greeting and go straigh
36. record an out of hours greeting 21 record an out of office greeting 22 settings 19 divert your calls via voicemail 8 email messages 15 18 enabling voicemail 2 16 extension number 1 follow me 8 forward a message 6 forward a message to email 7 forwarding your calls via voicemail 8 groups 16 hash 2 16 help message 4 5 6 hot desking 1 In Meeting greeting 11 20 incoming CLI 10 14 15 Initial Announcement 20 leave a message 3 licencing 1 listen to a caller s number 6 listening to messages 2 17 new messages 2 3 4 17 send by email 15 18 No Answer Time 2 normal greeting 16 19 20 Off Site Greeting 11 20 old messages 3 4 17 On Holiday greeting 11 20 Out of Hours greeting 16 19 21 Out of Office Sreetings 11 13 19 22 permanent greeting 11 12 19 21 play the next message 5 play the previous message 5 queue announcements 20 receiving a call 2 16 record a daily greeting 11 record a permanent greeting 12 record an out of office greeting 13 recording a Greeting 10 19 recording time 2 16 remote access 14 Repeat Announcement 20 rewind a message 6 ring back a caller 6 save a message 5 settings 7 19 skip forward in a message 5 telephony user interface 4 17 transfer to voicemail 3 17 user account 1 voice tag 10 23 voicemail access code 3 7 14 17 voicemail call back 3 15 18 voicemail email 15 18 24 Index Voicemail User Guide v3 2 1112 1 1
37. s Departments 18 Voicemail User Guide v3 2 1112 1 1 S Splicecom gt maximiser Voicemail User Guide The Department can also be set up to allow you to determine when a message is sent to your email account please refer to the Forward a message to an email account section from page 7 for further details This facility can also be used to send SMS alerts to your mobile when a Department receives a new message Please refer to your system administrator for further details Department Settings After accessing the voicemail TUI for a Department via a short code DDI or via Voicemail Call Back you can press asterisk to use the Setting options Repeat the options Record a greeting Select Forwarding not used by a Department Add a voice tag Record an initial announcement Record a repeat announcement Dam A NO Recording a greeting A Department has the facility to record up to 7 voicemail greetings and 2 announcements Normal Greeting This is the default greeting that is played to callers and can be recorded via the or Daily Greeting voicemail TUI as described in the Recording a greeting section from page 19 or via short code eg 63 please refer to your system administrator for further details However a Department can also have a Permanent Greeting described below in which case this greeting would then become the Daily Greeting which would typically inform your callers of a team
38. successful this will be repeated after 3 minutes 10 minutes 30 minutes 1 hour and every 3 hours until the call back has been answered Once answered you will be given access to the Telephony User Interface TUI as described in this manual and played the new messages Leaving a message for a colleague If you ring your colleagues extension internally or DDI externally and they are busy or do not answer the call you will be transferred to voicemail and played their greeting All the same features described in the Receiving a call section on pase 2 will be available to you Transfer to voicemail If you wish to dial directly to a colleasue s voicemail and leave them a message or you wish to transfer a call to a colleasue s voicemail the SpliceCom range of PCS IP phones and software provide this facility via their context sensitive screens please refer to the relevant user manual available via the SpliceCom website Alternatively this facility can be made available via a short code eg 2032 The same applies if you wish to dial directly to or transfer a call to a Department s voicemail Please refer to your system administrator for further details Getting Started Voicemail User Guide v3 2 1112 1 1 Splicecom gt maximiser Voicemail User Guide Telephony User Interface TUI Voicemail can be used and controlled on any handset connected to the maximiser system via the Telephony User Interface as described in this secti
39. t this yourself as described in the Changing your Voicemail Access Code section from page 7 Accessing your voicemail messages via your greeting 1 If you are sitting at another desk in your office dial your extension number If you are phoning from your mobile or from home for example dial your DDI number x 2 Whilst listening to your greeting press the asterisk on the handset you are using 3 You will be prompted for your voicemail access code 4 Enter your Voicemail Access Code followed by hash 5 You will be given access to the TUI and be informed how many new messages you have received Direct access to your voicemail via a short code If you or your assistant wish to access your voicemail directly this facility can be made available via a short code es 2006 Please refer to your system administrator for further details After dialling the short code you will be prompted for your voicemail access code Once entered you will be given access to the TUI and be informed how many new messages you have received Direct Access to your voicemail via a DDI If you wish to have direct access to your voicemail messages when dialling from your mobile or from home for example this facility can be made available by dialling a specific DDI number Please refer to your system administrator for further details After dialling the DDI number you will be prompted to enter your Account Number enter your extension number followed by hash
40. t to the recording process by pressing Departments 16 Voicemail User Guide v3 2 1112 1 1 N Splicecom gt maximiser Voicemail User Guide Assistant Telephone A Department can be configured with an Assistant Telephone Number which is Number typically an assistant reception a mobile number etc One of the uses of this function is to enable your callers to exit voicemail and be transferred to this number The callers must be informed of this facility in the Department s Greeting Transfer to voicemail If you wish to dial directly to a Department s voicemail and leave a message or you wish to transfer a call to a Department s voicemail the SpliceCom range of PCS IP phones and software provide this facility via their context sensitive screens please refer to the relevant user manual available via the SpliceCom website Alternatively this facility can be made available via a short code eg 8001 Please refer to your system administrator for further details Listening to messages If voicemail has been enabled for a Department and the callers will be routed to voicemail if their call is not answered you may then be tasked with managing the voicemail messages received for the Department and you can use the following facilities to help you with this You do not have to belons to the relevant Group and receive Department calls to be able to manage a Department s voicemail New messages stored Messages are stored unti
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