Voice Mail Support Guide

The University of Iowa
Information Technology Services
Voice Processing
(319)335-2945

This Support Guide is for people who don't have Voice Mail but transfer calls to people who do. It describes:

How Voice Mail works
How to transfer calls to someone with Voice Mail
How to relay messages when your extension is a "0" target.

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. (See note below.)

Note: If you're not certain whether the other party has Voice Mail, you may wish stay on the line to check. If you hear a Mailbox greeting, press 9 twice in succession to disconnect from Voice Mail. When the system responds, "Thank you for calling. Good Bye." press to return to the caller. Then transfer the call according to the instructions above.

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 5-2800. We would be glad to help.