Cox Business Voice Mail Admin User Manual
Cox Business
Voice Mail Admin Guide
Version 3.3
May, 2014
2
© 2014 by Cox Communications.
All rights reserved. No part of this document may be reproduced or transmitted in any form or by any means, electronic,
mechanical, photocopying, recording, or otherwise, without prior written permission of Cox Communications.
Introduction
Cox Business Voice Mail is the business-grade voice message service of Cox Business®. It’s a
feature-rich service that is versatile, flexible and functional for all users on the system. Cox
Business Voice Mail offers user-friendly voice prompts plus many personal options which save
you valuable time and promote a high level of user efficiency and productivity.
This document provides an insight into each available feature and how to activate and use each
one.
Table of Contents
Table of Contents
Introduction ..................................................................................................................... 5
Product Overview ........................................................................................................... 1
Mailbox Setup .................................................................................................................. 9
Menu Map ........................................................................................................................ 11
How to Log into Your Cox Business Voice Mailbox .......................................................... 13
Fast Login and PIN Skip Settings ........................................................................................ 13
Disable Fast Login ................................................................................................................. 14
Enable PIN Skip ..................................................................................................................... 15
Main Menu ....................................................................................................................... 17
Global Keys ..................................................................................................................... 19
Get Messages Menu .............................................................................................................. 20
Send Messages Menu ........................................................................................................... 23
Common Menus ..................................................................................................................... 23
Message Recipient Addressing........................................................................................ 23
Message Recording ......................................................................................................... 24
Delivery Settings Menu .................................................................................................... 25
Future Delivery Schedule ................................................................................................. 26
Greetings Menu...................................................................................................................... 26
Greetings Enhancements ..................................................................................................... 28
Mailbox Settings Menu ................................................................................................... 31
Distribution List Menu ........................................................................................................... 31
Message Deletion Settings, Message Inventory and Play Order Menu ........................... 32
Message Deletion Settings .............................................................................................. 32
Message Inventory and Play Order Settings ................................................................... 33
Notification Settings .............................................................................................................. 34
Outdial Notification ........................................................................................................... 37
Email Notification ............................................................................................................. 39
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Table of Contents
Play/Delete Existing Notification Schedule ........................................................................ 40
Message Play Settings .......................................................................................................... 41
Business Days and Hours Menu .......................................................................................... 42
Attendant Call Coverage ................................................................................................ 45
Incoming Calls Menu ...................................................................................................... 47
Group Mailbox Settings ........................................................................................................ 48
Inbound Call Setting .............................................................................................................. 49
Automatic Message Forwarding Settings ........................................................................... 49
Basic Automated Attendant ................................................................................................. 51
Enterprise Automated Attendant ......................................................................................... 52
Set Up Screen and Intercept ................................................................................................. 54
Outgoing Messages Menu .............................................................................................. 55
Appendix ......................................................................................................................... 57
Voice Mail Access Numbers ................................................................................................. 57
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Product Overview
Category
Mailbox Package Types
Description
Values
Customer
Editable?
Basic
This mailbox is provided to individuals
and is not accessible by any other
person. This is the most versatile and
widely used mailbox.
Group
This mailbox can be accessed by a
group of people who normally have
common work responsibilities such as
a help desk, billing inquiries, sales,
etc.
A group mailbox can have more than
one phone number associated with it
(Multi-Line) and anyone in the group
can retrieve messages from it.
Extension
An extension mailbox is partitioned
within a basic mailbox. A basic
mailbox can support up to nine (9)
sub-mailboxes or “group mailboxes”.
Each group mailbox can be
customized with an individual
personal greeting and messages can
be deposited into any group mailbox
that are only retrievable by the person
assigned to the group mailbox.
Group mailbox capability enables the
subscriber to have multiple business
lines point to a single Voice Mail box.
Additional charges will apply for each
Recorded Name is limited to eight (8)
seconds.
An “End of message warning” is
played before 15 seconds.
99 total lines
Yes
Product Overview
This document reviews features in each voice mail package. It also provides a Phone User
Interface (TUI) instruction guide for easy reference on how to set up and use your voice mail
feature.
Table 1 outlines the core features that are offered in the Cox Business Voice Mail system along
with relevant default settings that each mailbox has at the time of installation.
Cox Business Voice Mail Standard Features and Settings Table 1.
Cox Business Voice Mail Admin Guide 1
Product Overview
Basic Mailbox Package Characteristics
Key Mailbox Thresholds
Description
Values
Customer
Editable?
Mailbox Size
Maximum amount of voice
messages that can be deposited in
a mailbox (measured in
megabytes)
45 mins
No
Maximum
Message
Length
Maximum message length per
message
5 mins
No
Greeting
Length
Maximum greeting length
3 mins
No
Message
Retention
Number of days a saved message
can be kept in the mailbox. Once
this age has been reached, the
message will automatically be
deleted from the mailbox.
31 days
No
Language
Options
A Voice Mail subscriber may select
the language used by the
Telephony User Interface (TUI)
menu for their mailbox.
English or Spanish
Yes
Login Features
Description
Values
Customer
Editable?
Fast Login
Customers who call their mailbox
from their business line will only be
prompted to input their PIN to gain
access.
Enabled by Default
Yes
PIN Skip
If enabled by the customer, when
the customer calls voice mail from
their business line, they will not be
prompted to enter their mailbox ID
or PIN and will be taken directly to
their messages.
Off by Default
Yes
Allowed Login
Attempts
Your account will be locked if you
enter an incorrect PIN on the sixth
(6th) attempt in an hour. Should this
occur, your account will unlock
automatically after one (1) hour or
you may call Cox Business to have
your account unlocked or your PIN
reset.
6 Attempts; 60 mins Lockout
No
2 Cox Business Voice Mail Admin Guide
Product Overview
Greetings
Description
Values
Customer
Editable?
Number of
Greetings
5 Standard, 1 Additional if they
enable group features.
6 total
No
Greeting
Length
Maximum greeting length
3 mins
No
Custom
Recording or
Default
Greeting
Messages
You may record a custom greeting
message or the system will provide
a default greeting option greeting,
e.g., “You have reached the
mailbox of [recorded name]…”
Custom Recorded or System
Default
Yes
All Calls
Greeting
The greeting that is used when no
other greeting types are enabled.
N/A
Yes
No Answer
Greeting
When enabled, this greeting is only
used when the line is not in use
and goes unanswered.
N/A
Yes
Busy Greeting
When enabled, this greeting is only
used when the line is in use and
busy.
N/A
Yes
Out of Hours
Greeting
When enabled, this greeting alerts
callers that your business is closed
and is played outside of your
normal business hours/days.
N/A
Yes
Extended
Absence
Greeting
When enabled, this greeting
supersedes all other greetings. It is
designed to alert callers that you
will be unavailable for an extended
period of time, e.g., vacation. You
will have the option to select
whether or not you want to allow
callers to leave a message when
the Extended Absence Greeting is
activated.
N/A
Yes
Group Mailbox Characteristics
Description
Values
Customer
Editable?
Inbound Calls
Greeting
When a Group mailbox is enabled,
this greeting serves as the primary
greeting to the mailbox.
N/A
Yes
Cox Business Voice Mail Admin Guide 3
Product Overview
Playback Options
Description
Values
Customer
Editable?
Play Message
Upon login, the system will
automatically initiate the “Play”
menu if new messages are
present. You may replay, skip,
delete, forward, or save a
message.
N/A
Yes
Respond to a
Message
You may respond to a Voice Mail
message directly by electing to
send a Voice Mail message or,
where enabled, by having the
Voice Mail system initiates a call to
the person who left the message.
(Long Distance (LD) calls will be
charged using Cox Business LD
rates.)
N/A
Yes
Forward a
Message
You can forward a message to
another mailbox on your system by
pressing 4 or to an off-net number
(where the called party can elect to
hear the message).
N/A
Yes
Delete a
Message
Messages can be removed from
the mailbox by depressing 3.
Deleted messages can be retrieved
if this action is taken prior to
hanging up.
N/A
Yes
Save
Message
A saved message will remain in the
mailbox until it reaches the
maximum age (31 days) or you
chose to delete it.
N/A
Yes
Delete
Confirmation
When enabled, you will be asked to
confirm your desire to delete a
message before the system does
so.
Disabled by Default
Yes
4 Cox Business Voice Mail Admin Guide
Product Overview
Sending Messages
Description
Values
Customer
Editable?
Create and
Send
Message
You may create a new voice
message by depressing 2 and send
it to another person on your system
or to an off-net number (where
enabled).
N/A
Yes
Urgent /
Confidential
You may set the Priority Option to
”Urgent” or ”Normal” and the
Confidentiality option to
“Confidential” or “Not-confidential”.
N/A
Yes
Distribution Lists
Description
Values
Customer
Editable?
Distribution
Lists
You can create up-to 20 (Basic) or
50 (Deluxe) named distribution lists
that can be used to send the same
message to several voice mail
users simultaneously.
Basic = 20
Deluxe = 50
No
List Settings
Each distribution list can contain up
to 15 (Basic) or 50 (Deluxe) entries
each.
Basic = 15
Deluxe = 50
No
Notifications
Description
Values
Customer
Editable?
Message
Waiting
Indicator
(MWI)
Stutter dial tone is activated when a
new message is present. It is deactivated when the mailbox no
longer has any unread messages.
N/A
No
Outdial
Notification
When a new message is deposited
in your mailbox, the Voice Mail
system will place a call to a number
that you define in the system.
When a system generated call is
answered, you will be informed that
you have a new message and you
can choose to hear it.
N/A
Yes
Cox Business Voice Mail Admin Guide 5
Product Overview
Description
Values
Customer
Editable?
Paging
Notification
When a new message is deposited
in your mailbox, the Voice Mail
system will place a call to your
pager.
N/A
Yes
Email
Notification
Via the MyAccount user interface
or by calling Cox Business
Customer Care. Available to
Unified Messaging subscribers.
N/A
Yes – if the
customer
uses
MyAccount.
(Subscriber
can contact
Cox
Business
Customer
Care to
enabled or
disabled)
Scheduling
Notifications may be scheduled
based on time of day and day of
week.
N/A
Yes
Extension Mailbox
Description
Values
Customer
Editable?
Extension
Mailbox
An extension mailbox can support
up to nine (9) sub-mailboxes or
“extension mailboxes”. Each
extension mailbox can be
customized with an individual
personal greeting and messages
can be deposited into an extension
mailbox that are only retrievable by
the person assigned to the
extension mailbox.
Recorded Name” is limited to 8
seconds. End of message warning
is played 15 seconds before end of
recording.
No
(Subscriber
can call up
Cox
customer
care for
creation of
Extension
mailbox)
Administration
Once enabled, you can add or
delete extension mailboxes (up to
9) via the TUI menu option.
TUI: on/off
All Other: Cox Administrators
Yes
6 Cox Business Voice Mail Admin Guide
Product Overview
Group Mailbox
Description
Values
Customer
Editable?
Group
Mailbox
Group mailbox capability enables
the subscriber to have multiple
business lines point to a single
Voice Mail box. By default, all Cox
Business Voice Mail boxes will be
capable of this function. Additional
charges may apply for each
additional line that is associated
with the mailbox.
Subscribers can have up to 16
phone numbers associated with a
single line.
Up to 99 secondary phone lines for
each primary line.
99 No
(Subscriber
can call up
Cox
customer
care to add
a Multi-Line
number)
Administration
To associate additional lines, you
must call Cox Business to setup.
When multiple lines are associated
with a mailbox, the user experience
and administration options change
somewhat. The subscriber will be
told which line a message was sent
to, as well as they will have the
ability to set different greetings for
each line.
N/A
Yes
(Additional
line
greetings
can be
configured
from TUI)
Reminder Service
Description
Values
Customer
Editable?
Reminder
Service
Reminder service allows you to set
specific dates/times when the
system will call a specified number.
.
N/A
Yes
Basic – 5
Deluxe =
10
Maximum
Length = 3
mins
Scheduling
The subscriber may schedule a
reminder based on day and time.
N/A
Yes
Cox Business Voice Mail Admin Guide 7
Product Overview
Snooze
You may elect to use the snooze
function, which acts just as an
alarm clock and will call back again
after a customer-defined period of
time.
N/A
Yes
8 Cox Business Voice Mail Admin Guide
Mailbox Setup
Mailbox Setup
Once a mailbox is created for you, you can access your mailbox directly from your business
phone. Here’s how.
1. Dial the Voice Mail access number or your business number from your business phone.
Result: Enter the PIN. The default PIN is “COXCOM” (269266).
2. Select the language you prefer. Press 1 on your phone’s keypad for English or press 2
for Spanish.
3. Confirm your language selection.
Result: A message that indicates your mailbox has not yet been initialized since the
default PIN was used. You are prompted to enter a new PIN.
4. Re-enter the new PIN followed by the # sign and re-enter it to confirm.
5. Record your name.
6. Choose to accept the default system greeting for “All Calls” or record a custom greeting
for “All Calls.”
Note: Should you need to discontinue this procedure before completing the above
steps, you will need to restart the process from the beginning.
Once the initialization process is complete, you can log into your mailbox. After you log on, you
are directed to the main menu.
Cox Business Voice Mail Admin Guide 9
Menu Map
Menu Map
The diagrams provide the details of the entire menu flow once you log into the Voice Mail
system. The steps are described in subsequent sections of this document.
Figure 1. Phone User Interface Set Up Guide
Cox Business Voice Mail Admin Guide 11
Menu Map
12 Cox Business Voice Mail Admin Guide
Menu Map
How to Log into Your Cox Business Voice Mailbox
Use the following steps to log into your Cox Business Voice Mailbox.
1. Dial *298 on your office phone to connect directly to your voice mailbox. You are
not required to enter the Mailbox ID number. However, you are asked to enter
your PIN. Once the PIN is verified, you have access to your mailbox.
2. Dial the Voice Mail access number from your business phone.
Result: Enter your PIN. Once the PIN is verified, you have access to your
mailbox.
3. Dial your business number from another phone. If you allow the call go to Voice
Mail, press *5 on your phone’s keypad.
Result: Enter your mailbox ID and your mailbox PIN. Once the PIN is verified,
you have access to your mailbox.
4. Dial the Voice Mail access number. (Note: When you are away from your office,
you can dial the Cox Business Voice Mail access number that is provided in the
Appendix).
Result: Enter your mailbox ID and your mailbox PIN. Once the PIN is verified,
you have access to your mailbox. Once the information is verified, you have
access to your mailbox.
Fast Login and PIN Skip Settings
1. The fast login and PIN skip settings can be edited in the Login Options menu.
Press Options 4 and 3 on your phone’s keypad to access the Login Options
menu on the Main Menu.
2. Press Option 1 on the Login Options menu to change the PIN.
3. Enter your new PIN and re-enter it to confirm.
Result: The Mailbox PIN is changed and you are returned to the Login Options
Menu.
4. Fast login is enabled by default; therefore, you do not need to enter the Mailbox
ID when you dial in from the business phone.
5. On the Login Options menu, press Option 2 to access the Fast Login setup.
Choose from the following options: Press Option 1 for Fast Login setup. Press
Option 2 to skip PIN settings. By default, Fast login is enabled on the Voice Mail
system.
Cox Business Voice Mail Admin Guide 13
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