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Integrated Voicemail FAQs

This article explains answers to a set of frequently asked questions regarding how Integrated (Cisco Unity Connection) Voicemail functions.

Support

Voicemail System

How do I know which voicemail system (Integrated/Cisco Unity Connection or Legacy/Mereon) I have?
Do all telephone lines automatically have voicemail?

Password and Extension

What is my extension?
What is my PIN?
What if I forget or want to change my PIN?
Why can’t I enter my PIN?
At the Gleacher Center or 401 N. Michigan Ave. locations, how do I enter my extension?

Voicemail Setup

How do I initialize/enroll in my Integrated (Cisco Unity Connection) voicemail account?
How do I access my Integrated (Cisco Unity Connection) voicemail account?
How do I navigate the Integrated (Cisco Unity Connection) voicemail system menu?
How do I have voicemail messages sent to my email?
How do I set up additional voicemail greetings?

Working with Messages

What is the limit on the number of messages I can receive in my voicemail box?
How long does the system retain my messages?
How do I retrieve a deleted message?
How do I send a message to my department?
What is the Operator or Assistant number?
How can I play voicemail messages from my email?
How do I skip the greeting when leaving a message for another voicemail subscriber?

Common Problems

Why does voicemail tell callers there is an error for my telephone when they try to “0” out of my mailbox?
Why doesn’t my phone go to voicemail if I am unavailable?
Why doesn’t voicemail state the name of the caller on my internal messages?
Why is my Message Waiting Indicator not working?


Voicemail System

How do I know which voicemail system (Integrated/Cisco Unity Connection or Legacy/Mereon) I have?

  • Now that everyone has been migrated to Unity Connection. The question is which voicemail pilot number do I use?
  • If you are on a VoIP phone (Cisco IP phone) your voicemail pilot number is 2-6986.
  • If you are on a PBX phone (Aastra InteCom phone) your voicemail pilot number is 2-2111.
  • It is important to know this in order to correctly forward your phone line directly to voicemail.
  • If you are not sure, contact the Service Desk at 773-702-5800.

Do all telephone lines automatically have voicemail?

Yes, all telephone lines are equipped with voicemail service.

Password and Extension

What is my extension?

Your extension and voicemail box number is the last 5 digits of your telephone number. For example if your telephone number is 773-702-1234, your extension is 2-1234.

What is my PIN (Personal Identification Number)?

Your PIN or passcode is a 6 to 10 digit number of your choice. For first-time use, your temporary PIN is 2-6986. This needs to be changed immediately and must follow PINRequirements.pdf.

What if I forget or want to change my PIN?

Without your current PIN, you can reset your PIN by accessing the IP Phone Call Manager tool--Cisco Portal/Personal Communications Assistant(PCA).

  • From the Call Manager tool, select Go to My Voicemail.
  • Using your CNetID or UCHAD ID, log into the Cisco Portal/PCA.
  • At the Applications screen, select Messaging Assistant.
  • From the Messaging Assistant menu bar, select Change Pin from the Passwords drop-down menu.
  • Enter your new PIN and then again under Confirm New PIN.
  • Select Save.

With your current PIN, you can change your PIN from your telephone.

  • Log in to your voicemail to hear the Main Menu.
  • Press [4] for Setup Options.
  • Press [3] for Preferences.
  • Press [1] for PIN.
  • Follow the instructions provided by the voice prompts to enter your current PIN and new PIN.

Contact the ITS Service Desk at 773-702-5800 for further assistance if required.

Why can’t I enter my PIN?

The system locks after 3 attempts. Wait 15 minutes to try entering your PIN again or contact the ITS Service Desk at 773-702-5800 to reset your PIN immediately.

At the Gleacher Center or 401 N. Michigan Ave. locations, how do I enter my extension?

The users at these locations can dial the 4-digit extension between these sites but need to dial 10 digits to call other University sites. When accessing voicemail, use the Voicemail button on the desk phone. When not at a desk phone, dial 773-702-6986 and enter the 10-digit (312-XXX-XXXX) phone number when prompted for an extension. Gleacher-VoiceTipSheet.pdf

Voicemail Setup

How do I initialize/enroll in my Integrated (Cisco Unity Connection) voicemail account?

When you log in to your mailbox for the first time, the voicemail tutorial will automatically guide you through the steps of setting up your mailbox, personalizing it with your greeting, recording your name, and changing your PIN (from temporary PIN 26986). The entire tutorial must be completed to properly initialize the mailbox. You cannot reactivate the tutorial, but you can use [4] Setup Options and [1] to re-record your name and personal greeting.

How do I access my Integrated (Cisco Unity Connection) voicemail account?

  • When away from your telephone, access voicemail by dialing 2-6986 (on premises) or 773-702-6986 (off premises). Follow the prompts to enter your mailbox and password.
  • When at your telephone or another subscriber’s telephone, press the Message, Mailbox, or envelope button (if present) and follow the prompts to enter your password. If at another subscriber’s telephone, press the Message, Mailbox, or envelope button (if present), press star, and follow the prompts to enter your mailbox number and password. If no Message button is present on your telephone, dial 2-6986 and follow the prompts to enter your mailbox and password.

How do I navigate the Integrated (Cisco Unity Connection) voicemail system menu?

See Integrated Voicemail Menu Quick Tips for a guide of features.

How do I have voicemail messages sent to my email?

Voicemail messages are automatically sent to your University of Chicago email.

How do I set up additional voicemail greetings?

You may set up 6 greetings (standard, closed, alternate, busy, internal, and holiday).

  • Log in to your voicemail to hear the Main Menu.
  • Press [4] for Setup Options.
  • Press [1] for Greetings.
  • Press [1] for Current Greeting.
  • Press [3] for Alternative Greetings.
  • Follow the instructions provided by the voice prompts to record your new greeting(s) and to turn your alternative greetings on or off. (Your Standard Greeting is the default unless you turn on an alternative greeting.)

Working with Messages

What is the limit on the number of messages I can receive in my voicemail box?

There is no voicemail message limit. You are only restricted by the size of your email inbox.

How long does the system retain my messages?

The system does not retain your messages. Your email inbox retains your messages, which can be deleted as you choose.

How do I retrieve a deleted message?

If you have a folder for deleted messages in your email, you may retrieve deleted messages there. Otherwise, a deleted message cannot be recovered.

How do I send a message to my department?

See Integrated Voicemail Private (Distribution) Lists.

What is the Operator or Assistant number?

If a caller gets your voicemail but would rather speak to someone to direct their call, your greeting can direct the caller to press “0” for an Operator or Assistant if you have this option. Call the Service Desk at 773-702-5800 to find out if you have this option and to what telephone number it’s directed or to request this service.

How can I play voicemail messages from my email?

Open the .wav file from your email message. You can adjust (e.g., play, pause, skip, etc.) the message within the audio/media player.

How do I skip the greeting when leaving a message for another voicemail subscriber?

Press [#] to skip a greeting and leave your message after the tone.

Common Problems

Why does voicemail tell callers there is an error for my phone when they try to “0” out of my mailbox?

If callers press “0” from your message but no zero target has been created, they get an error message. Contact the ITS Service Desk at 773-702-5800 to check target or create a Service Ticket for you.

Why doesn’t my phone go to voicemail if I am unavailable?

Contact the ITS Service Desk at 773-702-5800 to check your voicemail setup or create a Service Ticket for you.

Why doesn’t voicemail state the name of the caller on my internal messages?

Contact the ITS Service Desk at 773-702-5800 to check your voicemail setup or create a Service Ticket for you.

Why is my Message Waiting Indicator not working?

New messages are found in your email inbox. If message waiting indication on the telephone is necessary or if you have questions, please contact the ITS Service Desk at 773-702-5800.

Contact the ITS Service Desk at 773-702-5800 to check your voicemail setup or to create a Service Ticket for you.




Keywords:vm telephone phone menu guide questions PIN greetings message messaging unified tips answers "cisco unity connection"   Doc ID:34908
Owner:Kathy C.Group:University of Chicago
Created:2013-10-30 08:58 CSTUpdated:2016-11-15 14:24 CST
Sites:University of Chicago, University of Chicago - Sandbox
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