[ University of Delaware ]
University of
Delaware 		[ Voice Mail ] Help Center
Call 831-6000

[User Guide]

Voice Mail Information:
Faculty

Requesting Voice Mail

To request telephone answering voice mail services for your department, your Human Resources Liaison should send an e-mail message to Pam Flockerzi ( pamf@udel.edu) with the following information for each person and/or phone that you want configured to have voice mail.

We are no longer using social security numbers as identifiers for voice mail. Please do not send them in your e-mail.

If the phone is not assigned to a specific individual please provide a description of the function of the phone in place of the person's name (e.g. "Room 240, Graduate Student Office"). Please limit names or descriptions to 39 characters.

Operator Revert: The "Operator Revert" field is for giving callers the ability to press "0" to reach a live person during the playing of the greeting for the voice mailbox. Typically the greeting should say something like:

"You have reached...if you need to speak to someone immediately, press "0," before the tone. Otherwise please leave a message after the tone."

If you don't want to have operator revert you can leave that field empty or use "0000".

Example Format: 

 
Phone Number Operator Revert Last Name, first name middle initial.
 
e.g.
 
831-1234 5678 Doe, John H.

831-2345 5678 Graduate Student Office rm 240

Guidelines for Greetings

Voice Mail Greetings
Write down your greetings before you start. It is easier to read from the page than to try and ad lib.

You have two greetings, a "no answer" greeting and a "busy" greeting. If you do not record a busy greeting, callers will hear your no answer greeting when your phone is in use.

Update your greeting when appropriate. If you will be unavailable for an extended period of time or if there is a University Holiday, reflect that in your greeting.

Remember, you can never be sure who will be calling you. Be professional and inform callers who they have reached, what department they have called and that we are the University of Delaware.

Sample No Answer Greeting:
Hello, this is (your name here) of the (your department name here) at the University of Delaware. I'm not available to take your call, but if you leave your name, number and a brief message, I will get back to you as soon as I can. (with operator revert option) Press 0 now to be transferred to a secretery or hang-up and dial 831- XXXX. (without operator revert option) If you would like to speak with a secretary, please hang-up and dial 831-XXXX.

Sample Busy Greeting:
Hello, this is (your name here) of the (your department name here) at the University of Delaware. I'm talking on the phone right now, but if you leave your name, number and a brief message, I will get back to you as soon as I can. (with operator revert option) Press 0 now to be transferred to a secretery or hang-up and dial 831- XXXX. (without operator revert option) If you would like to speak with a secretary, please hang-up and dial 831-XXXX.

Sample Extended Absence Greeting:
Hello, this is (your name here) of the (your department name here) at the University of Delaware. I will be out of the office from May 12th through the 16th. I will (will not) be checking my voice mail while I am away. Please leave your name, number and a brief message and I will get back to you as soon as I can. (with operator revert option) If you need to speak to someone immediately, press 0 now to reach our secretary or hang-up and dial 831-XXXX. (without operator revert option) If you need to speak to someone immediately, please hang-up and dial 831-XXXX to reach our secretary.

Sample Holiday Greeting:
Hello, this is (your name here) of the (your department name here) at the University of Delaware. University Offices are closed Monday, May 31st. Please leave your name, number and a brief message and I will get back to you as soon as I can.

Departmental No Answer Greeting:
You have reached the (your department name here) at the University of Delaware. We are not available to take your call at this time. Please leave your name, number and a brief message and we will return your call as soon as possible.

Departmental Busy Greeting:
You have reached the (your department name here) at the University of Delaware. All of our lines are busy at this time. Please leave your name, number and a brief message and we will return your call as soon as possible.

Resetting/Reinitialization

Voice Mail Identification Change, PIN Reset and Mailbox Reintialization
When voice mail identification on a telephone changes, the Human Resources liaison should send e-mail to access@udel.edu and include the former employee name, new employee name and phone number. A pin reset or mailbox reinitialization should be requested. 

 
PIN Reset
	-A pin reset request leaves the messages currently in the mailbox to 
	 remain intact.
	-You will be contacted with the new PIN.
	-If this is a new user to this mailbox, the greetings 
	(no answer and busy) and the name announcement need to be re-recorded.

Mailbox Reinitialization 
	-Reinitialization request resets the voicemail like new
	and any messages in the mailbox will be erased.
	-System will prompt you to set a PIN.
	-Greetings and name announcement are erased and need to be recorded.
			
Format:

Phone Number Operator Revert Last name, First name Middle initial.
 
e.g.
 
831-1234 5678 Doe, John H.

Voice Mail PIN Information

Voice mailboxes can have a 4 to 10 digit PIN associated with them. Select a PIN that will be easy to remember, but not easy for anyone to guess. Keep it secret!

Telephone Answering Initial PINs

There is no initial pin. When setting up your Telephone Answering voice mail for the first time the vmail system will prompt you to set a 4-10 digit PIN.

How to get a Telephone Answering PIN reset

The Human Resources liaison for the department should send email to access@udel.edu and include name and phone number.

Private Voice Mail Initial PINS

There is no initial pin. When setting up your private voice mail for the first time the vmail system will prompt you to set a 4-10 digit PIN.

How to get a Private Voice Mail PIN reset

The Human Resources liaison for the department should send email to access@udel.edu and include name and phone number.

Telephone Answering Voice Mail Features

Messages

You can have a total of 20 messages in your voice mailbox (i.e. a total of saved and new messages).
You can save messages in voice mail for 17 days.
All messages have a time/date stamp, which allows you to tell the time and date that a message was delivered.

Reminders

Voice mail allows you to program 3 reminders for a specific date and time up to 365 days into the future. Voice mail will call you on the programmed date and time to announce that it has a message for you and play the message you have previously recorded. If you are not there, it will be left as a message in your voice mailbox.

Distribution Lists

Lists of voice mailbox numbers can be created so that one message can be sent to many individuals with one key. You can have 10 lists of 20 members each.

Call Forward Universal

A phone can be transferred directly to voice mail, using the same process you would use to forward all calls to another extension (*72 feature). By using this feature, incoming calls are directly transferred to extension 4000. The voice mail system is able to recognize that it is your extension and play your greeting to callers.

Special Delivery

Voice mail can call a person living within the local dialing area, not long distance from the University, and tell him/her that they have a new voice mail message. This feature is controlled by the voice mail user.

Shared Phones

Arrangements can be made for individuals that share a phone number so that each person can have voice mail. The shared mailboxes can be set up as either Chain-mailboxes or Sub-mailboxes.

Chain Mailboxes: A chain mailbox allows callers to enter a 7-digit, private voice mailbox number of the person they are trying to reach. Chain mailboxes work best for extensions shared by 5 or more people. Extensions used by graduate students often take advantage of this type of voice mailbox.

Sub-mailboxes: A sub-mailbox allows callers to press 1 to leave a message for a particular person, 2 to leave a message for another person and so on. This voice mailbox works best for 2 to 4 people sharing an extension.
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