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TNS User Guides

Overview

Introduction

How to Obtain University Park Voicemail Service

Voice Mail System User's Guide

Table of Contents
Answering Calls
First Time User
Listening
Mailbox Basics
Messaging
Managing Your Mailbox
Custom Options
??Glossary??

University Park Voice Mail System

Overview

Voicemail (also called voice messaging) is a computerized answering service that automatically answers your calls, plays a greeting in your own voice, and records a message. After you retrieve your messages, you can delete, save, reply to or forward messages to someone else on your voice mail system. Unlike the simple Call Answering capabilities of an answering machine, the voice messaging capability of voicemail keeps calls confidential, simplifies decision making, saves time and money, and eliminates inaccurate messages and "telephone tag". In short, it allows people to use their time more productively. Voicemail contributes to effective communication and is far superior to an unanswered phone call, a misplaced message, or a message "cut-short" on an answering machine.

The University Park voicemail system can be associated with any administrative Centrex line to provide call answering in addition to basic voice messaging functions. The voicemail system can also provide automated attendant services with recordings that will route calls to pre-designated locations or provide routine information to callers without the need for human intervention.

TNS offers voicemail service at University Park (VMX) which is networked with other Penn State voicemail locations.

Introduction

The voice mail system is designed so both new and experienced users can operate it easily. If you know how to complete a desired function, you don't need to wait for the prompt to finish. You can enter digits immediately and the system will skip the rest of the prompt and begin the selected action. As you become familiar with the mailbox functions the voice mail system increases its efficiency by omitting the beginner or novice prompts.

How to Obtain University Park Voicemail Service

All requests for Voice Messaging services on the TNS University Park VMX system must be requested through the assigned ITS Consultant and will be processed using the standard Telecommunications Service Requisition (TSR) form.

Report trouble with the University Park Voice Mail System to the TNS Network Operations Center at +1 814 865-4662.

Voice Mail System User's Guide

This User's Guide is designed to help you learn and use the voice mail system at University Park.

A description of each feature and how it works is followed by step-by-step diagram of key strokes required to use that feature.

Table of Contents

Answering Calls

• Connecting Callers
• Message Waiting Notification

First Time User

• Enter a Security Code
• Record your mailbox name
• Record a Personal (Call Answering) Greeting
• Entering your mailbox for the first time
• (How to enter a) Security Code
• (How to) Record Name
• (How to) Record Personal Greeting

Mailbox Basics

• Entering Your Mailbox
• Ready
• Getting Help
• Expired Security Code
• How to Re-set an Expired Security Code
• How to Change a Security Code
• Exiting Your Mailbox

Listening

• Single Message Queue
• New and Saved Message Queues
• Responding to Voice Message
• Networking

Messaging

• Record Message
• Address Message
• Addressing Options

Managing Your Mailbox

• Standard Features
• Personal Greeting
• Future Delivery
• Personal Assistant
• Personal Distribution List
• Security Code
• Record Name

Custom Options

• Auto-Copy
• Auto Erase
• Off-site Pager Message
• Waiting Notification

Glossary

Answering Calls

The voice mail system at University Park is intended to enhance your call answering capabilities. With your personal (call answering) greeting, you record the message you want your callers to hear when they reach your voice mailbox. A department greeting may welcome callers, provide information and/or instructions to callers.

Connecting Callers

When the voice mail system transfers a caller to your extension, one of the following may occur:

• A caller is immediately connected.

• The caller may hear an announcement prompt, "Tick... Tick... Tick... connecting" before the call is connected. To override the announcement prompt at any time, press any digit.

Message Waiting Notification

The voice mail system notifies you when new messages have arrived in your mailbox.

If you have a Meridian Business Set, you can have a Message Waiting Lamp when a new message has been received in your mailbox. When lit, your message waiting lamp will function as a speed dial button to access the voice mail system.

If you have any other type telephone, you will hear a broken (stutter) dialtone when you lift the handset.

When notified log into your mailbox and retrieve your new messages.

You can have up to 20 messages in your mailbox at one time. The messages can be 3 minutes in length.

Table of Contents

First Time User

Since the voice mail system is designed to meet your specific needs, consult your department telecommunications contact person to confirm how your mailbox is set up.

First time users will need to complete three actions to customize their new voice mailboxes.

1. Enter a Security Code
2. Record their Mailbox Name
3. Record a Personal (Call Answering) Greeting

Enter a Security Code

The first time you access your voice mailbox you will need to create your own security code. The system will prompt you through entering a security code. This security code is intended to help protect the privacy of your messages.

Record Your Mailbox Name

When accessing your mailbox for the first time, the voice mail system will prompt you to record your name. When another subscriber sends a message to you from their mailbox, the system will play the name you have recorded for confirmation.

The system prompts you through the recording sequence. You can re-record your name at any time by using the Name Record feature (See Customs Options).

Record a Personal (Call Answering) Greeting

You can record a personal greeting for callers to hear when you are unable to answer calls. Your personal greeting should be brief but informative and let callers know when you will be available to return their calls or respond to their messages.

The voice mail system will require you to record a personal greeting when you first enter your mailbox. You have the option of re-recording your call answering greeting at any time by using the Record Personal (Call Answering) Greeting feature.

Entering Your Mailbox for the First Time

From any touchtone phone:

1. Call the voice mail system: 865-7000
2. Enter your assigned 6-digit I.D. number. (note: This 6-digit I.D. number will never change)

Security Code

When you logon to the U.P. voice mail system for the first time, you will hear the following prompts to enter a security code:

1. "Please enter your ID number."
2. "Please enter a 4-digit Security Code for your mailbox. Security Codes must be between 4 and 10 digits in length. Valid digits are 0 through 9. New security codes must be different from the current and previous security code and may not match the mailbox digits. Enter your new 4-digit Security Code, then press #."
3. "To confirm, re-enter your new 4-digit Security Code, then press #."

Please note that your voice mailbox is permanently assigned a 6-digit I.D. number. This 6-digit number always remains the same. Your security code is a 4 to 10-digit number which is different from your I.D. number. The 6-digit I.D. number plus your 4 to 10-digit security code combined compose your logon number for your mailbox.

Once the security code is established, it must be keyed in after the 6-digit I.D. number for every mailbox logon thereafter--even though the prompt states "Please enter your I.D.."

Record Name

Once you enter your mailbox, the voice mail system will prompt you to record your name and record a personal greeting:

1. 1 Begin recording
2. # End recording
3. # Save recording or 1 Re-record

Record Personal Greeting

1. 1 Begin recording
2. # End recording
3. # Save recording or 1 Re-record

Note: For EVERY # indicated to initiate or complete any command. MERLIN users must press the # key twice (# #).

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Mailbox Basics

You can have up to 20 messages in your mailbox at one time. The message can be 3 minutes in length.

Entering Your Mailbox

You can access your mailbox from any touchtone phone at any time to listen to new and saved messages, create, and send messages, change your answering greeting, change your security code or perform other tasks.

To access your mailbox from any touchtone phone:

1. Call the voice mail system: 865-7000
2. Wait for the voice mail system to answer
3. Enter your 6-digit I.D. number followed by your security code

Ready

The "Ready" prompt indicates the beginning or end of all mailbox choices. Whenever you hear the "Ready" prompt, the voice mail system is ready to process your next request. Once the action is complete, the voice mail system returns to "Ready" so you can proceed with your next request.

Getting Help

You may receive information about mailbox features at any time while in your mailbox, except while using Custom Options. Even if you are in the middle of completing an action, such as creating a message, ON-LINE HELP is accessible. ON-LINE HELP will tell you where you are in the system continue to list all the feature codes available.

For ON-LINE HELP, press 0

865-4NOC (865-4662)

There may be circumstances where you need to report a trouble call. Some examples of voice mail problems may be that your are unable to logon to your voice mailbox, or you forgot your security code, or your security code may need to be reset. In rare instances, you may be getting abnormal or corrupted messages. You should report all voice mail service problems to the Office of Telecommunications Network Operations Center at 865-4662 or 5-4NOC.

Expired Security Code

A security code ensures the privacy of the messages in your mailbox. Security codes on the University Park Voice Mail system are configured to expire every 180 days for security purposes. Initially, the 180-day count begins when your voice mailbox is configured in the voice mail system. Any time your security code is changed, the 180 day count starts at one (1) again and continues until it reaches the 180-day expiration date.

The day your security code expires, the voice mail system will prompt you to enter a new security code. Your logon will not be complete until the new security code is entered.

How to re-set an expired Security Code

When your security code expires, you will hear the following prompts upon logon:

1. "Please enter your ID number."
2. "Please enter a 4-digit Security Code for your mailbox. Security Codes must be between 4 and 10 digits in length. Valid digits are 0 through 9. New security codes must be different from the current and previous security code and may not match the mailbox digits. Enter your new 4-digit Security Code, then press #."
3. "To confirm, re-enter your new 4-digit Security Code, then press #."

Please note that your new security code cannot match the current security code that it is replacing, the previous security code, or the mailbox number.

Also, please note that your mailbox is permanently assigned a 6-digit I.D. number. This 6-digit number always remains the same. Your security code is a 4 to 10-digit number which is different from your I.D. number. The 6-digit I.D. number plus your 4 to 10-digit security code combined compose your logon number for your mailbox. The security code is the only number that will expire and have to be reset.

How to Change Security Code

From the "Ready" prompt, you can change your security code at any time using the Custom Mailbox Option commands (1), (6), (2) (you will be prompted through the steps). If you change your security code using the Custom Option commands, then it will be 180 days from that date that your security code will expire.

Exiting Your Mailbox

When you are ready to exit from your mailbox, you have several choices:

• Exit mailbox and disconnect from the voice mail service

• Exit mailbox and dial another extension

• Cancel exit and return to mailbox

If you don't exit correctly, you will not be able to re-enter your mailbox immediately.

Entering Your Mailbox

From any touchtone phone:

1. Call the voice mail system: 865-7000

2. Enter your 6-digit code followed by your security code

Ready

Press ## (MERLIN users must press # four times - ####) to get to the "Ready" prompt from anywhere in your mailbox except when recording a message.

Getting Help

• 0 - Current feature

  Specific feature

  • 0 - List of all mailbox features

Exiting Your Mailbox

• 9 - Initiate Exit

  (The system tells you the number of messages that will be erased)

  • 9 - Completes Exit and hangs up
  • 0 - Completes Exit and allows you to dial another extension through the voice mail system
  • * - Cancels Exit and returns you to Ready, in your mailbox

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Listening

When received, your voice messages are put into the new message queue. If you choose to save a message, that message is put into the saved message queue. When you enter your mailbox, a system prompt announces how many messages you have in each queue.

With the urgent message feature, the system prompt announces how many urgent messages are in your mailbox.

You can listen to your messages first-in, first-out or last-in, first-out, and you can always move from one message to another. While listening to a message, you can back up or go ahead several seconds and erase or save the message.

You can also adjust the volume of message playback and request the time and date a message was received.

New and Saved Message Queues

After you hear, "You have X new and Y saved messages. Ready..." you are automatically placed in the new message queue. If you don't have any new messages but have at least one saved message, you are automatically put into the saved message queue. At any time while listening to your messages, you may move back and forth between the new and saved message queues.

Responding to Voice Messages

You can use any of the following commands at any time while listening to a message.

Forward

You can send a received message to another mailbox or to several mailboxes with or without adding your own comments. A message can be forwarded even if it was initially forwarded to you. Only messages that are marked Private (disallow forwarding) cannot be forwarded.

Reply

When you receive a message that was sent from another mailbox on the voice mail system, you may reply to the sender of the message without re-entering the mailbox number.

Networking

Reply and forward can be used with voice messages that are received across Penn State voice mail network.

The University Park voice mail system is networked with the following Commonwealth Campuses' voice mail systems:

• Abington
• Altoona
• Beaver
• Behrend
• Berks
• Delaware
• Fayette
• Great Valley
• Harrisburg
• Hazleton
• Lehigh Valley
• Greater Allegheny
• Mont Alto
• New Kensington
• Philadelphia Recruitment Center
• Schuylkill
• Shenango
• Worthington Scranton
• York

You can send voice messages from your mailbox to a networked Commonwealth Campus. Subscribers at these Commonwealth Campuses, likewise, can send messages via their voice mail system to the voice mailbox of any subscriber at University Park.

To address a networked voice mailbox from your University Park mailbox you will need to know the 7-digit telephone number of the recipient - this includes the 3-digit campus exchange plus the recipient's 4-digit mailbox address number.

The networking addressing formula for all voice mail campuses is:

8 + Campus Exchange + Recipient Mailbox Address Number

To send a network voice message from the University Park voice mail system:

1. Access the voice mail system at 865-7000 (or 5-7000) and enter your I.D. and security code.
2. From within your voice mailbox: Press 6 to record a message.
3. DIAL 8 + 3-digit campus exchange + 4-digit voice mailbox address of recipient.
4. Press #
5. Record your message
6. Press #
7. Press # again to send your message
8. You may then Press 9,9, to exit your mailbox

Entering Your Mailbox

From any touchtone telephone:

• Call the voice mail system: 865-7000
• Enter your 6-digit I.D. number followed by your security code

New and Saved Message Queues

"You have X new and Y saved messages. Ready..."

• 1, 9, 1 - New message(s)
• 1, 9, 2 - Saved messages(s)
• 5 - Listen to first or next message
• 1, 5 - Listen to last or preceding message

While Listening to Messages

• 2 - Back up several seconds
• 2, 2 - Back up to the beginning
• 3 - Erase the message
• 4 - Go forward several seconds
• 5 - Listen to next message
• 7 - Save message
• 8 - Time and Date message was received
• 1, 3 - Forward the message
• 1, 4 - Immediately call the sender of a message
• 1, 5 - Listen to previous message
• 1, 7 - Reply with a message
• 1, 8 - Adjust volume
• * - Pause/Resume

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Messaging

The Messaging feature enhances communication capabilities among the voice mail subscribers at Penn State. Voice mail subscribers have the option to create, address, review and send messages through the voice mail system without needing to call the other person first.

Record Message

From your mailbox you can record a message to send to one or more addresses. While recording, you can perform any of the following functions:

• Back up to review several seconds of the message
• Review the entire message
• Pause/Resume while recording
• Erase the message

While recording a message, you may hear. "Beep, Beep, Beep. You are approaching the maximum message length. At the tone you will have 30 seconds to complete your message. Beep." If this occurs, continue speaking after the last beep or press * at any time during the prompt to continue. Once the recording limit has been reached, the system ends recording and prompts you through addressing and sending the message.

Address Message

You mailbox is set up to address messages before you record them.

After recording a message you may enter additional addresses by selecting from the following Addressing Options.

• Individual mailbox
• Personal Distribution List
• Network address
• A mailbox address selected by using the online Names Directory feature

Addressing Options

The Voice mail system offers a number of addressing options when sending a recorded message. After addressing and recording a message, you may choose to send the message as usual or you may choose to use the future delivery option.

Future Delivery

A message can be scheduled for future delivery up to 11 months from the month in which the message was created.

Messages marked for future delivery are stored in your mailbox and can be reviewed or deleted any time prior to the scheduled delivery. The Managing Your Mailbox section of this manual describes how you can listen to and erase future delivery messages before they are sent.

Private (Disallow Forwarding)

Messages that are marked Private (disallow forwarding) cannot be forwarded to any other mailbox.

Return Receipt

You can code a message to request the system to notify you when a recipient listens to a message sent from your mailbox. The notification to you is a message that begins with "Return receipt." then gives the recipient's name and plays back the message you originally sent. While listening to a return receipt message, you may also check the time and date the message was listened to by the recipient.

Send to Additional Addresses

When replying to a message, you can select up to nine other addresses in addition to the address of the person who originally sent the message.

Urgent Message

If you mark a message urgent, the recipient hears the "Marked urgent." prompt at the beginning of your message. The listening section of this manual details how urgent messages are presented in your mailbox.

Entering Your mailbox

From any touchtone phone:

• Call the voice mail system 865-7000
• Enter your 6-digit I.D. number followed by your security code

Address and Send a Message

Press 6

Enter address(es) for message

• 0, 0 - Address by name
• * - Cancel previous address
• *, * - Erase message

• # - Begin Recording

• # - End Recording Addressing Options
  • 1 - Return receipt
  • 3 - Send to additional addresses
  • 4 - Disallow Forwarding
  • 5 - Future delivery
  • 6 - Urgent message
  • *, * - Erase message

• # - Send Message

• #, # - Send message without addressing options

While Recording

• 2 - Back up to review the last few seconds
• 2, 2 - Back up to the beginning
• 3 - Erase the message
• * - Pause/Resume recording

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Managing Your Mailbox

The following features are intended to help you manage and customize your mailbox to your individual needs.

Standard Features

Personal (Call Answering) Greeting

You may give callers personalized attention by recording a brief, yet informative greeting when you are unable to answer calls.

For example, "This is Judy Smith. Today is Thursday, June 8. I will be out of the office today but will be checking voice mail around noon. Please leave your name, telephone number, and a detailed message so I may return your call. If this is an emergency, dial John Smith at extension 3-XXXX, or press 0 for assistance.

Update your personal greeting whenever you are away from your phone for a prolonged period of time. When you record a new greeting, it is automatically turned on. You can re-record your call answering greeting at any time.

Future Delivery

Future delivery messages are created by using the features found in the Messaging section of this manual. Before they are sent, however, you can listen to them at any time. While listening to a message, you can hear the time and date it is scheduled to be delivered. Future delivery messages stay in your mailbox until they are delivered or erased.

Personal Assistance

You may have a personal assistant available to assist your callers when you are busy or not available. The caller can reach your personal assistant by pressing 0 while listening to your personal greeting. A personal assistant is predefined and cannot be changed by the user.

A personal assistant can only be assigned by the Office of Telecommunications' Voice Mail Administrator

It is important to verify that the designated person knows that they are the personal assistant for your calls. Provide the personal assistant with the information needed to assist your callers.

When You Are a Personal Assistant

In addition to your usual calls, you may also receive calls needing Personal Assistance. These calls will come to your usual extension or to a separate extension designated for Personal Assistance calls.

Personal Distribution List (Group Codes)

You may create numbered lists of mailbox addresses to which you frequently send messages. Rather then addressing a message to a series of individual mailboxes, you can address the message with the Personal Distribution List number and it will automatically be sent to everyone on the list, including network addresses.

You can have as many as nine Personal Distribution List totaling up to 200 entries. The lists are numbered 01-09.

Security Code (Password)

Protect the privacy of information in your mailbox by setting and frequently changing your personal security number. Avoid simple or 'logical' codes, and do not allow anyone else to access or use your mailbox.

Record Name

After you have recorded your name when you first entered your mailbox, you can re-record it any time.

Always have a name recorded for your mailbox so that callers and other employees will know that they have reached the correct mailbox.

Customizing Your Mailbox

From any touchtone telephone:

• Call the Voice mail system: 865-7000
• Enter your 6-digit I.D. number followed by your security code

Record Personal Greeting

4 - Access Greeting

• 1 - Turn greeting on
• 2 - Turn greeting off
• 5 - Listen to greeting
• 6 - Record new greeting
• 7 - Record Extended Absence Greeting *
  • Before ending recording, you can:
    • 1 - Back up and review several seconds
    • 2, 2 - Back up to beginning
    • 3 - Erase
  • * - Pause/Resume recording
  • # - End recording and turn on greeting
• # - Leave greeting unchanged

* Note:If you have recorded an Extended Absence greeting, you can reactivate your Personal Greeting by pressing 4 at the Ready prompt to work within your greeting and then press 2 to delete your Extended Absence Greeting. This will reactivate your personal greeting and restore message-taking capabilities to your mailbox.

Check Messages Sent

From Ready Prompt:

• 1, 2 - To check the status of a message
  • Enter mailbox number

Custom Options

The system prompts you with all of your available options. You can override the prompt by pressing the desired feature key.

1, 6 Initiate Custom Options

• 1 - Message Waiting Notification
• 2 - Change Security Code
• 6 - Personal Distribution List
• 7 - Listen to Future Delivery messages
• 8 - Record Name for mailbox

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Specialized Custom Options

The following specialized custom options are implemented on a case by case basis to meet certain applications. To inquire about any of the following specialized options, contact the CSS ITS Consultant assigned to your college, department or administrative unit.

Auto Copy

You can automatically copy messages sent to your mailbox to another mailbox. As a mailbox holder, you choose where to direct the messages you receive. Messages are copied to a selected mailbox until you change or delete the auto copy mailbox number.

Auto Erase

Depending on your mailbox configuration, messages that are automatically copied to another mailbox may also be automatically deleted from your mailbox. For example, this is helpful if you will not be checking your mailbox during vacation.

Offsite Pager Message Waiting Notification

In addition to the standard stutter dialtone or message waiting lamp, it is possible to have the voice mail system notify you by calling your pager. This offsite pager notification is not a standard offering. If you have an application for this feature, contact your ITS Consultant.

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