Starting in October, we will begin moving to a new Voicemail system. The new voicemail system will ensure that you continue to receive reliable service.
The voicemail migration will start in October and continue for several months as it will be done in small batches to minimize service disruptions. We’ll notify you via text message 10 days and 2 days prior when it’s your turn.
The good news is your greeting will be transferred over the only thing you’ll need to reset is your password. Below is some more information on the transition, and details on how to export your old voicemail messages to email once it’s your turn to be migrated.
Overview
In order to provide you with continued reliable service, we’ve recently made changes to your Voicemail service.
Your greetings, recorded name and settings have been copied over to your new mailbox. Messages still remaining on your old mailbox are not copied over. You have the same basic capabilities as before and the most common functions and key presses have not changed.
Please refer to the following information for help with using your new voice mailbox and accessing any messages still remaining in your old mailbox.
Accessing messages in your new mailbox
Your new mailbox
The first time you access your new mailbox, you must call from your phone.
You will be prompted to create a password for your new mailbox.
You will also have to update your settings after you have created a password if you choose to bypass being prompted for a password when accessing your mailbox from your phone
You can continue to access your Voice Mail as you did previously. To check for messages in your new voicemail box, simply select the voicemail icon on your phone or hold down the “1”key.
When calling from another phone, call your phone and press * during your greeting.
Accessing messages in your old mailbox
Listening to messages
Log into your new mailbox. From the Main Menu, press 8 to connect to your old mailbox. You can listen to any messages still remaining. Note that messages in your old mailbox will continue to expire and be deleted as usual.
Permanently saving messages in your old mailbox
Following your upgrade, if you need a permanent copy of messages in your old mailbox, please follow the steps below. If you need assistance, you can contact us for assistance.
Things you should know before initiating your request:
- You must be authorized to receive these messages
- You need to have your phone with you to receive your authorization code.
- You may export your messages at any time prior to the migration.
- After the migration, only messages that have not been deleted off of the old system due to their normal expiry date will be available to be e-mailed to you.
- You will receive an e-mail per message delivered within 24 hours of submission
- If you do not receive any e-mails, check your SPAM/Junk folder or email storage capacity.
To create your request, click here
Message waiting indicator
If you have listened to all of your messages in your new mailbox but your voicemail indicator will not clear, you may still have a new or skipped message in your old mailbox.
To access your old mailbox and check for new messages, call into your new mailbox and press 8 from the Main Menu. Deleting all messages in your old mailbox will ensure that your voicemail indicator will clear.
Deleted and Expired Messages
A new “Deleted Message” folder is provided. All messages that you delete or that are system deleted due to reaching their expiry date, will be moved into the “Deleted Messages” folder.
You have 48 hours from the date of deletion to recover any messages before they are permanently erased.
To recover messages you just deleted, before disconnecting, press *3 from the Main Menu.
To recover messages you deleted in a previous login as well as any recently expired messages, press 19 from the Main Menu.
You will no longer be continually warned that a message is about to expire. Instead, the message will move to the Deleted Message folder on its expiry date. You will have 48 hours to recover that message. When you log in, the system will tell you how many messages are in your deleted folder. You can review and recover them by pressing 19 from the Main Menu.
Callback Feature
Based on customer feedback, the Callback feature and prompting has been changed.
The prompt to “leave a callback number you can be reached at” will no longer play for every caller immediately following your mailbox greeting.
Instead, callers will first be able to leave a message. After leaving their message, they can either hang up, or choose the callback option from the next menu of choices..
Recording new greetings
To re-record and manage your greeting(s) in your new mailbox, press 3 in the Main Menu and follow the prompts.
Setting the correct greeting
Following the upgrade, all previously recorded greetings will still exist, but only one will play as your main greeting. To hear which greeting has been set to play by default:
1 Access your new Voice Mail.
2 Press 3,1,1 from the Main Menu to hear your main greeting.
Attached in this post is the Voicemail Quick Reference Guide that will help you get started.
