it.ucsf.edu

Voicemail FAQ's

Mark Bering's picture

Return To UCSF Voicemail service page

Overview

  1. What is UCSF Voicemail?
  2. Why are we changing from Unified Messaging to the UCSF Voicemail system?
  3. Is there a fee for the new voicemail service?
  4. What telephones are supported with the new voicemail service?

Setup

  1. How will I know when my voicemail is being migrated?
  2. Once my voicemail has been migrated, what do I do?
  3. How do I access and setup my voicemail for the first time?
  4. How do I change my (or retrieve a lost) personal identification number (PIN)?
  5. Is it okay to use my old PIN?
  6. Will I still get notified of missed calls with the new system?
  7. Will I still get my voicemail delivered to my email address so I can listen from my Outlook client with the new system?
  8. Can I move my old voice messages to the new UCSF Voicemail system?
  9. Can I retrieve old messages from the previous voicemail system? If so, how?
  10. How do I save old messages from the previous voicemail system?
  11. What voicemail functions can I manage through the Outlook web app (OWA)?
  12. I have setup customized call routing rules; will I be able to do that on the new system?
  13. What features require submitting a ticket to the IT Service Desk?

Voice Commands

  1. What are Voice Commands?
  2. What are examples of common voice commands?
  3. How do I activate voice command menu options?

How to's

  1. How do I access my UCSF Voicemail account?
  2. How do I record my name?
  3. How do I record alternate greetings?
  4. How do I listen to a voicemail message via voice commands?
  5. How do I reply to a voicemail message?
  6. How do I forward a voicemail message?
  7. How do I listen to a voicemail via touch tone?
  8. Do voicemail messages count against my mailbox quota?
  9. If I delete a voicemail message from my Outlook email inbox, am I still able to listen to the message from my phone?
  10. Is it okay for people to leave me confidential information, such as patient or personal information, on a UM voicemail message?
  11. Are "secure" voicemail messages allowed with UCSF voicemail?
  12. Is voicemail text preview supported?
  13. How do I choose the touch-tone keypad interface on my phone, instead of having to talk to the system?
  14. How do I setup Call Answering Rules for voicemail?
  15. Will the University be providing training sessions for the new voicemail system?

Cisco Phone Quick Start Guides

Overview

What is UCSF Voicemail?

UCSF Voicemail is the new term for our advanced voicemail technology service. It is based on the Cisco Unity Connection Voice Messages platform.

Why are we changing from Unified Messaging to the UCSF Voicemail system?

To facilitate our email migration to the cloud-based Exchange Online service. UCSF Voicemail will integrate well with our new email system, provides similar features, and is cost-effective.

Is there a fee for the new voicemail service?

No. As with the current UM system, there is no fee for voicemail.

What telephones are supported with the new voicemail service?

UCSF Voicemail is available to Campus and Medical Center employees using Cisco or Centrex phones systems. However, customers located at the Neuroscience Building at Mission Bay will continue to use the Medical Center Siemens voicemail solution.

  • For telephone numbers beginning with prefix 597, the AT&T voicemail solution is available.
  • For telephone numbers beginning with prefix 206, please contact the IT staff at SFGH.

Setup

How will I know when my voicemail is being migrated?

You will receive personalized email notifications from the IT Service Desk throughout the migration to guide you through this transition.

Once my voicemail has been migrated, what do I do?

Once your voice mail has been successfully migrated, you will receive email instructions on how to setup your new voice mail account.

How do I access and setup my voicemail?

  1. Call the Voice Access number appropriate for your location as listed below:

From

Number

Campus phone

x66000 or press the msg. wait button on your phone

Off campus phone

(415) 476-6000, press the "Star" key when you reach the voicemail system, you will be prompted for your "ID", enter your 5-digit phone extension

Mobile phone

(415) 476-6000, press the "Star" key when you reach the voicemail system, you will be prompted for your "ID", enter your 5-digit phone extension

2. Enter your Personal Identification Number (PIN), and press #.
Note: If this is your first time logging in, enter your temporary PIN and press #. You will be prompted to select and enter a new PIN.

Your temporary PIN will be provided when your account is setup.

How do I change my (or retrieve a lost) Personal Identification Number (PIN)

  1. To change your PIN, login to the Cisco Personal Communication Assistant (PCA) web portal
    1. Copy "voicemail.ucsf.edu/ciscopca/home.do" to your clipboard*
    2. Paste it into your web browser*
      *
      there is a known issue with this version of the Cisco PCA that prevents direct access from a referral web page
    3. Enter your UCSF email account username and password in the respective fields
    4. Click the 'Login' button
      Web portal logon screen image
  2. From the 'Home' page, go to the 'Messaging Assistant' by clicking the link or through the Navigation menu
    If using the Navigation menu, select 'Messaging Assistant' and then click the "Go" button
    Web portal Home page
  3. From the Messaging Assistant page, go to the 'Passwords' menu and select "Change PIN'
    Messaging assistant page
  4. From the Change PIN screen, enter your new PIN in both the 'New PIN' and 'Confirm New PIN' fields, then click the "Save" button
    Note: you cannot change your PIN more than once in a 24 hour period.
    Voicemail Change PIN window

Is it okay to use my old PIN?

Yes, you can use the PIN you previously used to access voicemail on the old system; or feel create to create a new PIN. Your choice!

Will I still get notified of missed calls with the new system?

Yes, notifications of missed calls will be delivered to your Inbox.

Will I still get my voicemail delivered to my email address so I can listen from my Outlook client with the new system?

Yes, you be able access and listen to your voicemail messages from your desktop or other devices on which you access your email.

Can I migrate my old voice messages to the new UCSF Voicemail system?

No. The old voicemail system does not have the ability to transfer, or forward, voice messages externally from the system. Saved voice mail messages and recorded greetings will not be migrated from Exchange Unified Messaging to the new UCSF voicemail system.

Can I retrieve old messages from the previous voicemail system? If so, how?

Yes. You will be able to play old voicemail messages on your computer through Outlook or by dialing 415-476-1799 and then entering your old password for one month after the migration. If you can’t recall what that password was you will need to call the IT Support Desk at 415-514-4100, to have the password reset. Once your phone number has been forwarded to the new voicemail system, you will no longer be able to check your old voicemail messages through the programmed voicemail button on your phone.

How do I save old messages from the previous voicemail system?

You may either use a recorder to re-record your voicemail messages or hire a service to do it for you.

Use a Recorder:

  1. Look for recording equipment that connects to your computer and a telephone adapter. These can be found online or at stores such as Radio Shack or Best Buy.
  2. Plug one end into the jack on the phone and one into the “mic” jack on the computer.
  3. Start the recording software
  4. Dial your voicemail box from the phone
  5. Begin the recording. Use the “mic” or “wave out” setting.
  6. Save the recorded message as a sound file
  7. Test the message. Play it back with audio software to check the sound quality. Make adjustments and re-record if necessary
  8. Burn the file to a CD, or save it permanently to an attached storage device or hard drive.

Service Providers:

https://www.voicemailsforever.com

http://cbwproductions.com/index.php?main_page=index&cPath=1

 

What voicemail functions can I manage through the Outlook web app (OWA)?

The new UCSF Voicemail service cannot be managed from the Outlook web app client. It is managed through a dedicated web portal, the Personal Communications Assistant.

  1. Login to the Cisco Personal Communication Assistant (PCA) web portal
    1. Copy "voicemail.ucsf.edu/ciscopca/home.do" to your clipboard*
    2. Paste it into your web browser*
      *
      there is a known issue with this version of the Cisco PCA that prevents direct access from a referral web page

I have setup customized call routing rules; will I be able to do that on the new system?

There are two ways to setup call routing rules; personal call transfer rules, and auto-attendant key mapping. You can configure personal call transfer rules yourself using the instructions published here. To setup auto-attendant key mapping requires submitting a ticket to the IT Service Desk.

What features require submitting a ticket to the IT Service Desk?

Requesting auto-attendant key mapping requires submitting a ticket to the IT Service Desk.

Voice Commands

What are Voice Commands?

Using your touch-tone phone, you can access the UCSF Voicemail system by dialing 66000 or 476-6000 to retrieve voicemail and your calendar. Voice command access is enabled in the Communication Assistant web portal; you can access the web portal by copying "voicemail.ucsf.edu/ciscopca/home.do" to your clipboard, and pasting it into your web browser.

Voice command allows you to complete the following tasks:

  • Retrieve, listen to, reply to, create, and forward voice.
  • Listen to or change calendar information.
  • Change personal options, such as changing a PIN, or call or send a voice message to a voicemail contact.

What are the Voice Commands menu options?

Play Messages: Listen to new voicemail messages and delete messages.

Play emails: Listen to new email messages and delete messages.

Play meetings or List meetings: Listen to your schedule for the day, send "I’m running late messages", cancel meetings or contact the meeting organizer.

Call: Call a voicemail contact.

Directory: Locate a contact by first name and last name.

Play Greeting: Play a specified greeting

Change my PIN:Change settings for your mailbox including your PIN.

Note: To enable voice commands, log into the Communication Assistant web portal by copying "voicemail.ucsf.edu/ciscopca/home.do" to your clipboard, and pasting it into your web browser and switch your voicemail input type to "voice recognition".

How do I record my name?

It is highly recommended to record a personal greeting and your name to personalize your mailbox. If you do not record your name, callers will hear a computer-recorded voice that speaks your name.

  1. Call the UCSF Voicemail system using the number appropriate for your location and login.
  2. From the main menu, press 4 to go to setup options.
  3. Press 3 to your preferences
  4. Press 2 to record your name.
    • To accept your recording, press 1.
    • To reject your recording and re-record, press 2.

How do I record alternate Greetings?

When you are out of the office or on the line, callers can hear short specific greetings for a number of defined cases.

  1. Call the UCSF Voicemail system using the number appropriate for your location and login.
  2. From the main menu, press 4 to go to setup options.
  3. Press 1 to go to your greetings menu.
  4. Press 3 to edit your greetings.
  5. From the Greeting menu press:
    Keypad Greeting
    1 Standard - plays during normal business hours
    2 Closed - plays after standard business hours
    3 Alternate - plays during a specific time period when you want to indicate special circumstances
    4 Busy - plays when you are on another phone call
    5

    Internal - plays when your internal number is dialed

    6

    Holiday - to play a special greeting during a holiday

    Sample Greeting: "Thank you for calling. You have reached the voicemail box for __________. Please leave a detailed message and I'll return your call as soon as possible."
  6. Press 1 to record your greeting
  7. Press # when you have finished your greeting.

When finished leaving your message, you may press # for additional options or hang up. In the future, you may press # to bypass this greeting and leave a message.

How do I activate voice command menu options?

By default, your UCSF voicemail box is setup to use the telephone touch-tone keypad. However, you have the option of disabling your touch-tone keypad and enabling voice commands.

To enable voice command options, complete the following steps:

  1. Call the UCSF Voicemail system using the number appropriate for your location and login.
  2. Press 9 to start using the voice command interface.
  3. Press 1 to confirm that you want to switch to voice commands.

Note: When you delete a voicemail using the telephone system, the voicemail (email with sound file attachment) is also deleted from your Outlook mailbox.

 

How to's

How do I listen to a voicemail message via voice commands?

To listen to voicemail, complete the following steps:

  1. Call the UCSF Voicemail system using the number appropriate for your location and login.
  2. When prompted, say Play messages. Your most recent voicemail message is read.
  3. While listening, say any of the following options:
    • Beginning to move back to the beginning of the message.
    • Pause to pause the message.
    • Resume to continue playing the message.
  4. After listening, say one of the following options:
    • Save to save your current message and move to the next message in your mailbox.
    • Delete Message to delete the message.
  5. Main Menu to return to the main menu.

Note: When you delete a voicemail using the telephone system, the voicemail (email with sound file attachment) is also deleted from your Outlook mailbox.

How do I reply to a voicemail message?

To reply to a voicemail message, complete the following steps:

  1. Call the UCSF Voicemail system using the number appropriate for your location and login.
  2. When prompted, say Play messages. Your most recent voicemail message is read. If necessary, say Next Message repeatedly until you locate the desired message.
  3. Say Reply to reply to the message. When prompted, record your message. Press # when you are finished.

How do I forward a voicemail message?

To forward a voicemail message, complete the following steps:

  1. Call the UCSF Voicemail system using the number appropriate for your location and login.
  2. When prompted, say Play messages. Your most recent voicemail message is read. If necessary, say Next Message repeatedly until you locate the desired message.
  3. Say Forward to forward the message. Outlook Voice Access will ask you to search the directory to locate the name of the person you wish to send the message to. For the person you wish to find, say the last name first or spell their email address. When prompted, record your message.

How do I listen to voicemail via touch tone?

To listen to voicemail, complete the following steps:

1. Call UCSf voicemail system using the number appropriate for your location and login to your mailbox.

From

Number

Campus phone

x66000 or press the msg. wait light button on your phone

Off campus phone

(415) 476-6000, press the "Star" key when you reach the voicemail system, you will be prompted for your "ID", enter your 5-digit phone extension

Mobile phone

(415) 476-6000, press the "Star" key when you reach the voicemail system, you will be prompted for your "ID", enter your 5-digit phone extension

2. When prompted, press 1 for voicemail. Your most recent voicemail message is read.

3. While listening, press any of the following:

a. Press 1 to move back to the beginning of the message.

b. Press 8 to pause the message.

c. Press 9 to fast-forward and skip portions of the message.

d. Press 66 to have the message play faster.

e. Press # to go to the end of the current message.

4. After listening, press any of the following:

a. Press # to save message as is and move to the next message in your mailbox.

b. Press 3 to delete the message.

i. Note: When you delete a voicemail using the telephone system, the voicemail (email with sound file attachment) is also deleted from your Outlook mailbox.

c. Press * to return to the main menu.

Is it okay for people to leave me confidential information, such as patient or personal information, on a UCSF voicemail message?

While it is acceptable for people to leave confidential messages in voicemail, we strongly recommend you treat it like any sensitive electronic information, and delete it as soon as possible after it is no longer needed. It is very easy to accumulate email messages with sensitive information, and keeping as little as possible in your mailbox helps protect you and UCSF.

Are "secure" voicemail messages allowed with UCSF voicemail?

Yes. Incoming voicemail messages received by the new voicemail system are converted to a conventional email message with transcription and a sound file attached. These messages are stored within the UCSF Exchange mail system and are treated with the same security controls as standard email messages. Email is already used for restricted information; go to the How Secure Email Workstutorial for further information.

Please be aware that automatically forwarding secure or non-secure email and/or voicemail messages from your Exchange email to an external email service is prohibited. Go to Use of Email at UCSF policy for further information.

However, you may choose to manually forward a voicemail message to another campus Exchange email address just as you would any other standard email message. If the message contains restricted data, the subject line of the email should contain one of the following key words including colon:

  1. ePHI:
  2. PHI:
  3. Secure:

If you would prefer not to have your voicemail messages transcribed, follow the directions in How do I disable voicemail text preview?

Is voicemail text preview supported?

This feature not available at go live, as we work to resolve issues regarding transcription services.

 

How do I choose the touch-tone keypad interface on my phone, instead of having to talk to the system? 

  1. Call the UCSF Voicemail system using the number appropriate for your location and login.
  2. Press 9 to switch to using the touch-tone command interface.
  3. Press 1 to confirm that you want to switch to voice commands.

How do I setup Call Transfer Rules for voicemail?

Call answering rules allow you to choose how specific calls will be handled when you are away. These rules are setup using the Communication Assistant web portal.

  1. To change your PIN, login to the Cisco Personal Communication Assistant (PCA)web portal
  2. login to the Cisco Personal Communication Assistant (PCA) web portal
    1. Copy "voicemail.ucsf.edu/ciscopca/home.do" to your clipboard*
    2. Paste it into your web browser*
      *
      there is a known issue with this version of the Cisco PCA that prevents direct access from a referral web page
    3. Enter your UCSF email account username and password in the respective fields.
    4. Click the 'Login' button.
      Voicemail Login screen
  3. From the home page, go to 'Personal Call Transfer Rules' by clicking the link or through the Navigation menu.
    If using the Navigation menu, select 'Personal Call Transfer Rules' and then click the "Go" button.
    voicemail home page to transfer rules
  4. From the call transfer rules interface, go to the 'Destinations' menu and select "View Destinations" from the drop-down menu.
    voicemail call transfer go to destinations menu
  5. Click on the "New Destination" link in the 'Destinations' toolbar to create a new destination.
    voicemail call transfer new destination setup
  6. Enter a name and phone number or URI for your destination, set the number of 'Rings to Wait', and choose whether to enable 'Loop Detection'.
    1. Click the "Save" button to create your destination.
      voicemail call transfer new destination window
  7. Now that we have a defined destination, we can setup a basic transfer rule. Go to the 'Rules' menu and select "View Call Transfer Rule Sets" from the drop-down menu.
    voicemail call transfer rule sets page
  8. Click on the "New Rule Set" link to setup a new rule set.
    voicemail call transfer rule setup1
  9. Enter a name for your new rule set in the 'Name' field.
    1. Use the media player to record the name of your rule set to use with the voice command features.
    2. Click the "Save" button.
      voicemail call transfer rule setup1
  10. We are now going to configure the rule set parameters:
    1. If the rule set will be based on phone numbers, check the "from/not from" menu and choose the appropriate option.
    2. If the rule set will be time constrained, check the "received between/not received between" menu and choose the appropriate option.
    3. If the rule set will be based on your calendar availability, check the "I am in a meeting/I am not in a meeting" menu and choose the appropriate option.
    4. Define the action to be taken by setting the 'Then Transfer the call to:' function by setting the appropriate radio button.
    5. Click the "Update Preview" button to see a description of what the rule set will do.
    6. Click the "save" button.
      voicemail call transfer rule setup2
  11. To make activate your rule set, go to the 'Rules' menu and select "Enable Rule Sets" from the drop-down menu.
    voicemail call transfer go to enable rule sets menu
  12. Rule sets can be enabled by date range or days of the week, choose when your rule set will be active by checking the box in the "Enabled' column (expand your date range by clicking the "Add Date Range" button.
    1. Click the "Save" button.
      voicemail call transfer rule set enabled page
  13. In our documentation we setup a simple rule. For more information please see The Personal Calls Transfer Web Tool.

Note: If you are using a non-campus number in your call answering rule, you must prefix the number with "+1". You will not be required to prefix a campus number Example: +14152221212.

Do voicemail messages count against my mailbox quota?

Yes. If your mailbox goes over quota, you will not be able to receive new voice mail messages and callers will be told that your mailbox is full. Fortunately, most voice mail messages are relatively small (< 50 KB), but we recommend that you make it a habit to delete or archive messages (both e-mail and voice mail) that are no longer pertinent so as to keep your mailbox size down.

If I delete a voicemail message from my Outlook email inbox, am I still able to listen to the message from my phone?

No. When you delete a voicemail message in Outlook after listening to it, the message is no longer accessible by phone. To retrieve a previously deleted voicemail message in Outlook that is still accessible in the "Deleted Items" folder, move it back to your Inbox or any other folder you have created. If you want to access the voicemail by phone again, you must mark the message as "Unread".

When you delete a voicemail message by phone, the message is no longer accessible by email.

Will the University be providing training sessions for the new voicemail service?

We are not planning on providing any training at this time. If training becomes necessary we will plan sessions accordingly.

Cisco Phone Quick Start Guides