Voice Mail Support Guide
The University of Iowa
Information Technology Services
Voice Processing
(319)335-2949
This Support Guide is for people who don't have Voice Mail but transfer calls
to people who do. It describes:
Note: Your department may have specific policies regarding the use of Voice
Mail.
How to Transfer Callers to an Extension with Voice Mail
If the Mailbox owner's extension is forwarded to Voice Mail:
1. Press
 (Transfer,
Flash, or Tap)
2. Enter 5-digit extension.
3. Hang up immediately so that caller doesn't miss first part of greeting. (See
note below.)
If the Mailbox owner's extension is not forwarded to Voice Mail:
1. Press
(Transfer, Flash, or Tap)
2. Enter 5-1000.
3. When you hear "Welcome to the Message Center," enter 5-digit
Mailbox extension.
4. Hang up immediately so that caller doesn't miss first part of Mailbox owner's
greeting.
Note: If you encounter voice mail while doing a supervised
transfer and wish to return to the transferred party, first press
9, 9 (9 twice) to tell the voice mail to drop off. Then pause a
moment and the voice mail system will respond with "Thank you for calling" and
disconnect. Then you may return to the caller using Transfer, Flash or
Tap.
What to do When Callers Press "O"
Many Voice Mail greetings include an option to press "O" for immediate
assistance. If the caller presses "0," the call is transferred to a
designated "O" target extension, often a reception desk.
If your extension is the "O" target and a caller has chosen to
leave a message with you instead of in the Voice Mailbox, it's a good idea to
call the intended recipient yourself and relay the message verbally in their
Voice Mailbox. That way the Mailbox owner can retrieve all messages including those from
you by checking a single source.
If the Mailbox owner's extension is forwarded to Voice Mail, you simply call
the 5-digit extension and leave a message. If not, you can still leave a message
by calling 5-1000 (the Voice Mail System) and then dialing the regular 5-digit
extension (the Mailbox number).
How Voice Mail Works
People who have Voice Mail usually program their phones to forward calls to
their Voice Mailbox. They can forward all calls immediately; or they can forward
calls only when the line is busy or not answered after several rings. In either
situation, any incoming calls-direct or transferred from another extension-are
forwarded. The caller hears a personal greeting and is asked to leave a message.
In many cases, the caller is offered the additional option to dial "0"
for immediate assistance.
Many of the steps described in this brochure can be programmed into the
speed dial buttons. Call 5-2949. We would be glad to help.
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