Unified Messaging: FAQ

General Information | FAQ | User's Guide

 

 

Q: How do I change Voice Access to use only touchtone options?

A: If you do not want to use voice commands for Voice Access on the phone and wish to use the touchtone keypad to choose menu options, then do the following:

      1. Dial into the voicemail system (x8330) and enter your PIN.

      2. When the menu options start, say "Personal Options" or press 6.

      3. Press 4 to change your voicemail to touchtone access.

      4. If you wish to change back to voice commands, then follow steps 1-3 again to reset the option to voice commands.

 

Q: How do I manage voice mail message retention?

A: With Unified Messaging, voicemail messages are now part of your email, and can be managed in the same way that you manage email messages. You may move voicemail messages from your Inbox to other folders to organize them, and they will remain in the system until you delete the message either from Voice Access on the phone or from your Outlook mailbox.

 

Q: How do I remove the voicemail preview option?

A: If you do not wish to receive voice mail text transitions in your email, you have the option of removing voicemail preview. You will be able to continue to receiving voice mails in your email without the text transcription.

To remove voicemail preview option:

      1. In your web browser, log in to Outlook Web App (OWA) with your myUTSA ID and PassPhrase at https://www.outlook.com/utsa.edu.

         Note: If you are directed to a Microsoft login page rather than the myUTSA login page, simply enter your UTSA email address for the username and click Sign-In (no need to enter a password). This should redirect you to the myUTSA login page.

      2. In the top right corner of the OWA window, locate the gear icon to the right of your name and click on it.

      3. From the menu, click Options.

      4. On the options screen, click phone from the left navigation menu.

In the voice mail preview section, uncheck the "Include preview text with voice messages I receive."

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Q: How do I use Call Answering Rules?

A: Call Answering Rules allow you to manage what happens when you don't answer your phone. For example, you could enable a rule so that if your Out of Office message is turned on in Outlook, the caller is given an opportunity to try to reach you at an alternate number.

To manage Call Answering Rules:

      1. In your web browser, log in to Outlook Web App (OWA) with your myUTSA ID and PassPhrase at https://www.outlook.com/utsa.edu.

 

         Note: If you are directed to a Microsoft login page rather than the myUTSA login page, simply enter your UTSA email address for the username and click Sign-In (no need to enter a password). This should redirect you to the myUTSA login page.

      2. In the top right corner of the OWA window, locate the gear icon to the right of your name and click on it.

      3. From the menu, click Options.

      4. On the options screen, click phone from the left navigation menu.

      5. In the call answering rules section, click the + sign to create a new Call Answering Rule:

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     6.  In the new call answering rule window, type a Name [1] for your rule.

     7. Under If a caller reaches my voice mail, and: [2], choose from the available options. For example, if you want a rule that applies when

          your Out of Office message is on, choose My automatic replies are turned on….

     8. Under Do the following, choose Provide the caller with these options [3]. Then click the Select options [4] link to the right of the dropdown

          menu.

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       9. When you click Select options, you'll be able to choose Find Me or Transfer Call [1]. Clicking on either one (Transfer Call is used in this

            example) will present you with some configuration options.

      10. Enter a name in the For [2] field for the menu option that will be presented to the call.

      11. Choose a key in the Press the key [3] field that the caller will need to press to get transferred.

      12. Enter a Phone number or choose a Contact [4] that the caller will be transferred to when he/she presses the chosen key.

             NOTE: Calls can only be transferred to 210 or metro 830 phone numbers. This option will not work with any number that incurs long

                         distance charges.

 

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       13. Click Save to save the transfer option, then select OK to return to the new call answering rule dialog, and finally Save again to save the

            rule.

       14. The Call Answering Rule will now appear in your list of rules, and you can check the box next to it to activate or deactivate the rule as

           needed.

 

Q: Why didn't I receive a missed call notification when my phone rang?

A: In order to receive a missed call notification email message from the Unified Messaging system, a caller must stay on the call until they hear your voicemail greeting. If the caller decides to hang up the call before the voicemail greeting prompts start playing, you will not receive a missed call email notification.

 

Q: How do I skip or go to the next message during playback of messages via phone?

A: Press the # key to skip to the next message.

 

Q: What is the voice to text transcription?

A: By default, Unified Messaging will attempt to convert voice messages to text, which you can choose to display along with the voicemail recording in your email. Keep in mind that speech-to-text translation is a "best effort" provided by the software and may not be entirely accurate. 

You may have a better experience with Voice Mail Preview when you don't try to read the preview too carefully word by word. Instead, look for names, phone numbers, and phrases such as "Call me back" or "I need to talk" that may provide clues regarding the purpose of the call.

Voice Mail Preview isn't intended to be used to transcribe messages exactly.  However, Voice Mail Preview can help you answer questions such as:

  • Is this voice message related to my work?
  • Is this voice message important to me?
  • Did the caller leave a number? Is it different from any numbers that I may have listed for them?
  • Does the caller consider this voice message urgent?
  • Should I step out of a meeting to call this person back?
  • I was expecting a call to confirm my request. Is this the confirmation call?

 

Q: How can I reset my pin? 

A: You can reset your voicemail PIN through Outlook Web App (OWA)

      1. Sign in to OWA : http://outlook.com/utsa.edu.  

      2. In the top right corner of the OWA window, locate the gear icon to the right of your name and click on it.

      3. From the menu, click Options.

      4. On the options screen, click phone from the left navigation menu.

      5. Under Voice Mail, select Reset my voice mail PIN and follow the prompts.


You will receive an email message with a temporary PIN.  When you log on to your voicemail with that PIN, you will be asked to create a new PIN.

You can also change your PIN by phone:

      1. Dial into the voicemail system (x8330) and enter your PIN.

      2. Say Personal Options or Touchtone:  Press 6.

      3. Press 3 and follow the prompts.

Your PIN must:

  • Be at least 6 digits long
  • Contain only numbers (no letters or special characters)
  • Cannot match your previous 5 PINs
  • Cannot be all a single digit (e.g. 111111)
  • Cannot be 6 consecutive numbers (e.g. 123456)

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