Verizon Business Voice Mail User Manual
User Guide
Business Voice Mail
Basic Mailbox
Standard Mailbox
OnePoint Voice Mail
Announcement-Only Mailbox
Group Mailboxes
About Your Verizon Business Voice Mail
Welcome to Business Voice Mail — the smart voice mail solution for small,
medium and large businesses!
Business Voice Mail gives you the advantages of a complete, feature-rich voice
mail system. However, you only invest in the mailboxes you need — and Verizon
maintains all the system equipment at no additional charge. You are assured of
professional, private call answering and message service 24 hours a day.
Business Voice Mail answers all your incoming calls when:
Your line is busy
You are unable to answer your telephone
Business Voice Mail answers up to three incoming calls simultaneously. No more
busy signals to frustrate your callers!
An interrupted dial tone on your line alerts you to new messages in your
mailbox. Visual Waiting Indication and Wireless Notification are also available.
Business Voice Mail is easy to use; user-friendly prompts guide you through all
feature settings. Digital-recording quality and flexible options all work together
to enhance your business image.
Questions? Please call 1.800.483.2000
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Table of Contents
Time and Date Stamp.........................................................................................36
Optional Features
Pager Notification1..........................................................................................37
Special Delivery1............................................................................................39
Ring Count Change1.......................................................................................44
Visual Message Waiting Indicator/FSK ............................................................45
Wireless Notification.......................................................................................45
Multiple Number Service ...............................................................................46
Optional Mailbox Arrangement
Group Mailboxes.............................................................................................47
Getting Started — Group Mailboxes..............................................................48
Gateway Greeting...........................................................................................49
ToSet Up Your Gateway Greeting....................................................................49
EnteringYour Group Mailbox the First Time....................................................51
WheneverYou Want to Use Your Group Mailbox.............................................52
Prompts Available to Callers When They Forward to Your Mailbox...............53
Terms & Conditions ............................................................................................54
Voice Mail Overview Map ....................................................Inside Back Cover
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These services may have a small additional monthly fee.
2
Not available in all areas.
About Your Verizon Business Voice Mail ............................................................1
Chart of Mailbox Types and Features..................................................................4
Getting Started.....................................................................................................6
Entering Your Mailbox the First Time .................................................................7
Whenever You Want to Use Your Verizon Business Voice Mail Service ............8
Special Keys That are Always Available..............................................................9
Additional Rates That May Apply
Long Distance...................................................................................................9
Measured Service .............................................................................................9
Main Menu ..........................................................................................................10
Personal Options Menu......................................................................................11
Listening to Your Messages ...............................................................................12
Scanning Messages ............................................................................................14
Personal Options
Greetings........................................................................................................15
Passcode (Password).......................................................................................20
Passcode Suppression (Automatic Passcode)..................................................20
Personal Receptionist (AttendantTransfer).....................................................22
ToSelect a“Language” Option ........................................................................24
Scheduling Reminders .......................................................................................25
Sending Messages ..............................................................................................28
Broadcast Group Lists .....................................................................................30
Delivery Options .............................................................................................34
Questions? Please call 1.800.483.2000
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Feature Basic Standard
OnePoint Voice
Mail
Announcement
Only
Greetings 2 minutes 2 minutes 2 minutes 3 minutes
Alternate Greeting Included Included Included NA
Message Storage 30 days 30 days 30 days 30 days
Mailbox Capacity 20 messages 30 messages 50 messages NA
Message Length 2 minutes 2 minutes 5 minutes NA
Send messages to other Verizon Voice Mail subscribers Yes Yes Yes NA
Send messages to Non-Subscribers NA Yes Yes NA
Reply to Messages NA Yes Yes NA
Forward Messages NA Yes Yes NA
Private Messages NA Yes Yes NA
Urgent Messages NA Yes Yes NA
Future Delivery NA Yes Yes NA
Return Receipt NA Yes Yes NA
Group Lists NA 5 groups of 24 10 groups of 24 NA
Group Mailbox N/A Yes Yes Yes
Personal Receptionist NA Included Included Included
Pager Notification NA Additional monthly fee Included NA
Wireless Notification Optional No cost Optional No cost Optional No cost NA
Special Delivery NA Additional monthly fee Included NA
Reminder Service NA Additional monthly fee Included NA
Multiple Number Service NA NA Included NA
Ring Count Change* NA Additional monthly fee Included NA
Language Options Available Available Available Available
Verizon offers a variety of mailboxes
*Where facilities permit
Questions? Please call 1.800.483.2000
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Questions? Please call 1.800.483.2000
Getting Started*
The first time you dial into Business Voice Mail, you will be asked to set up your
mailbox. You will need the following information:
Business Voice Mail Access Telephone Number:
YourTelephone Number with Voice Mail:
Temporary passcode (last 4 digits of your telephone number with Voice Mail):
NOTE: When you set up your mailbox, you will be prompted to create a personal Passcode
(4- to 8-digit number).
YourBusiness Office Sales Consultant provides you with information above when
you order your Voice Mail service. If you do not have the information, or have
questions, please call our Help Desk at 1.800.483.2000. Representatives are available 24 hours a day, 7 days a week.
*NOTE: These instructions are not applicable to Group Mailboxes. See page 47-52 for
Group Mailboxes.
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Entering Your Mailbox the First Time*
(You must do this before you can listen to messages)
If you call from your business telephone line:
1. Dial the Business Voice Mail access telephone number.
2. Enter your default Passcode (the last four digits of your telephone number
with Business Voice Mail), then press≠.
3. Follow the simple voice prompts to set up your mailbox.
If you call from any other telephone number:
1. Dial the Business Voice Mail access telephone number.
2. Enter your 10-digit telephone number with Business Voice Mail.
3. Enter your default Passcode (the last four digits of your telephone number),
then press≠.
4. Follow the simple voice prompts to set up your mailbox.
The first time you dial in to your mailbox, Business Voice Mail will prompt
you to:
Create a new Passcode (4- to 8-digit number). (See page 20.)
Record your Name. (See page 18.)
Record Personal Greeting. (See page 16.)
Message Retrieval — How to listen to messages in your mailbox:
After set-up, Business Voice Mail tells you if you have new messages. Refer to
page 12 for instructions on how to review your messages.
IMPORTANT: Callers can leave messages in your mailbox before you set up your
mailbox; interrupted dial tone on your line indicates a new message is in your
mailbox. Voice Mail will prompt you through mailbox set-up so that you can listen
to your messages.
*NOTE: These instructions are not applicable to Group Mailboxes. See page 47-52 for
Group Mailboxes.
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Questions? Please call 1.800.483.2000
Whenever You Want to Use Your Verizon
Business Voice Mail Service*
If you call from your business telephone line:
When you pick up your telephone handset, if you have new messages you will
hear an interrupted dial tone.
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1. Dial the Business Voice Mail access telephone number.
2. Enter your personal Passcode, then press≠.
If Passcode Suppression2is on, this step is skipped (see page 20).
3. Business Voice Mail will tell you how many new and saved messages you
have in your mailbox, and play them to you.
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Visual Message Waiting Indicator/CLASS/FSK (a signal to activate a lamp on CLASScapable telephone sets or adjunct devices) is an optional service for business customers who require a visual
indicator (see page 46) to alert them when NEW messages are left in their mailboxes.For more information on
this service, call your Verizon representative.
2
PasscodeSuppression not applicable to Group Mailboxes (see pages 47-52 for instructions on accessing Group
Mailboxes).
If you call from any other telephone number:
1. Dial the Business Voice Mail access telephone number.
2. Enter your telephone number with Business Voice Mail, then press≠.
3. Enter your personal Passcode, then press≠.
4. Business Voice Mail will tell you how many new and saved messages you
have in your mailbox, and play them to you.
*NOTE: These instructions are not applicable to Group Mailboxes. See page 47-52 for
Group Mailboxes.
NOTES:
1) If you call the Business Voice Mail access telephone number from outside
your regional calling area, standard toll rates/charges will apply.
2) If you call a telephone number with Business Voice Mail, you can press
–
during the mailbox greeting to be prompted to log in as a user to that
specific mailbox only, or you can press
––
to be prompted to log into
another mailbox. (Not applicable for Gateway Greeting of Group Mailboxes.)
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Special Keys That are Always Available
–
Cancel, Exit or Move to a previous menu:
Press the star key for prompts to:
• Stop or cancel the current action
• Return to the previous menu
• Access your own mailbox when you have forwarded into the mailbox
service of another Business Voice Mail user in your local calling area
• Exit Voice Mail
≠
Complete Current Action:
Press the pound key to complete the current action and move
on to the next menu.
Additional Rates That May Apply
Long Distance
If you dial the Voice Mail access number from a location outside of your local
calling area, long distance rates will apply.
Measured Service
If you have measured local service, local-usage or message unit charges will
apply for each call forwarded to your mailbox, and for each time your dial in to
check your messages.
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Main Menu
¡
Listen to Messages
™
Send Messages
£
Create Reminder
Messages
¢
Personal Options
∞
Scan Messages
º
Help
–
Back Up
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Questions? Please call 1.800.483.2000
Main Menu
The following illustrates the options available to you from the Business Voice Mail
Main Menu.
To set/change your Passcode Options, see page 20.
To select a “Language”Option, see page 24.
To set/change Pager Notification, see page 37.
To set/change Special Delivery, see page 39.
To record/change your Recorded Name, see page 18.
To record/change your Personal Greeting, see page 16.
To record/change your Alternate Greeting, see page 16.
To add a Broadcast Group List, see page 30.
To edit an existing Broadcast Group List, see page 32.
To delete a Broadcast Group List, see page 31.
To review your Special Delivery number, see page 42.
For Personal Receptionist information, see page 22.
Tolisten to your messages, see page 12.
Tosend a message, see page 28.
Tocreate Reminder messages, see page 25.
Toscan messages for time, date and sender
information, see page 14.
Personal Options Menu
The following illustrates the options available to you from the Voice Mail Personal
Options Menu.
Personal Options
¡
Personal Profile
™
Greetings
£
Broadcast
Group Lists
∞
Special Delivery
and Personal
Receptionist
Numbers
–
Back Up
Listening to Your Messages
From the Main Menu, press¡to review your messages.
Yourmessages will be played to you in the following order:
1. Urgent New messages (messages callers or senders have marked“Urgent”
when selecting delivery options).
2. Other New messages (will play oldest to most recent).
3. Saved messages (will play most recent to oldest).
4. Future Delivery messages (messages that YOU have recorded and stored for
a later delivery to other mailboxes).
These non-prompted options are available during message review:
When You Review Each Message
¡
Repeat REPEAT message in its entirety
™
Save SAVE current and play next message
£
Erase ERASE current and play next message
¢
Slower PLAY current message at a slower pace
∞
Louder PLAY current message at a LOUDER volume
§
Faster PLAY current message at a faster pace
¶
Rewind REWIND current message 5 seconds
•
Pause PAUSE current message for 10 seconds
ª
Fast-forward FAST-FORWARD current message 5 seconds
0
Softer Play current message at a SOFTER volume
≠
Advance ADVANCE to end of message
≠≠
Skip (message) SKIP to next message
–
Main Menu Return to Main Menu
These options are available after message review:
After You Review Each Message
¡
Repeat REPEAT message in its entirety
™
Save SAVE current and play next message
£
Erase ERASE current and play next message
¢
Reply w/Copy REPLY to a message with the original message attached
(The recipient will hear your reply, then the original
message.)
∞
Forward w/Copy FORWARD a copy of current message to
+ Your Response another mailbox1 in your local calling area
(a.k.a.“Redirect”)
§
Repeat Time and REPEAT Time and Date Stamp
Date Stamp information
≠
Skip (message) SKIP to next message; no change to message status
–
Main Menu Return to Main Menu
CAUTION: During message review, if you erase a message in error, press–for option
to rescue your erased message(s). When you press
–
, the prompt is...“If you need to save
any messages deleted by mistake, press 1. To go to the Main Menu, press 2.”
IMPORTANT: Be sure to press
1
at this point to rescue your message(s). (If you press
™
to go to the Main Menu, you will no longer have the option to rescue the erased
message(s).)
Important Tips:
• You can repeat a message as often as necessary, but you must erase, save or
skip a message before you can hear the next one.
• Remember to check your messages on a regular basis and after long phone
conversations.
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Or to the telephone number of a non-subscriber (local or toll-free telephone number only).
Questions? Please call 1.800.483.2000
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Scanning Messages
This feature allows you to quickly scan your messages by listening to the Time
and Date Stamp (message “envelope”information) for each message in your
mailbox.
To scan your messages:
1. At the Main Menu, press∞to scan messages.
(To reach the Main Menu during message review, press–.)
2. Business Voice Mail will play the Time and Date Stamp information for the
new and saved messages in your mailbox.
3. Press¡if you wish to listen to a specific message.
Press–to cancel and return to the Main Menu.
NOTES:
1) New messages scan chronologically oldest to most recent; saved messages
scan chronologically most recent to oldest.
2) If the caller is a Business Voice Mail subscriber (or if a non-subscriber is
programmed into one of your Broadcast Group Lists), you will also hear the
recording for Recorded Name. (See page 30 for more information about
Broadcast Group Lists.)
3) After the message plays, Business Voice Mail will automatically resume scan
to the next message. After Time and Date Stamp for last message plays, you
will be returned to the Main Menu.
Personal Options
Greetings
Business Voice Mail offers you the flexibility of three different types of greetings
for your callers:
Personal Greeting: record when you set up your mailbox
Alternate Greeting: record at any time as an option
Automatic Greeting: your system default greeting
The first time you dial into your mailbox, the system will prompt you to record
the Personal Greeting. After you set up your mailbox, if you prefer to use the
Automatic Greeting (system default), you can toggle the Automatic Greeting on
or off. When you toggle the Automatic Greeting off, the Personal Greeting will
play to your callers.
TIP: Research indicates callers are more likely to leave a message when you use
personalized Voice Mail greetings.
Questions? Please call 1.800.483.2000
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Personal Greeting
When you set up your mailbox, you will be prompted to record your Personal
Greeting. You can re-record your Personal Greeting at any time. For example,
“This is (your name and/or title) at [your company name]. My office hours are 8 a.m.
to 5 p.m.,Monday to Friday. I’m not available to take your call right now, but you are
important to me. Please leave your name, telephone number and message after the
tone,and I’ll return your call promptly.”
To activate and record/change your Personal Greeting
(see diagram on page 19):
1. At the Main Menu, press¢to select Personal Options.
(To reach the Main Menu during message review, press–.)
2. Press™for Greetings.
3. Press£to record/change your Personal Greeting.
The service will play your current Personal Greeting.
• Press¡to keep this Personal Greeting.
• Press™to re-record. Begin recording after the tone.
The system will replay your new Personal Greeting. Press¡to accept.
• Press£to erase this Personal Greeting.
Press¡to continue without recording a new Personal Greeting.
Press™to record a new Personal Greeting.
Alternate Greeting
The Alternate Greeting allows you to leave special information for your callers for
a specific period. For example, “Hello,you have reached [your business name]. Our
hours are 8 AM to 5 PM, Monday through Friday. We are now closed.Please leave
your name, telephone number and a brief message at the tone. We will return your
call before Noon of the next working day.Thank you; we appreciate your business!”
When the special information is no longer needed, you can easily toggle to your
Personal Greeting.
To activate and record/change your Alternate Greeting:
1. At the Main Menu, press¢to select Personal Options.
(To reach the Main Menu during message review, press–.)
2. Press™for Greetings.
3a. Press¢to record/change your Alternate Greeting.
The service will play your current Alternate Greeting.
• Press¡to keep this Alternate Greeting.
• Press™to re-record. Review. Press¡to accept.
• Press£to erase. Press¡to continue without recording.
Press™to record.
3b. Or press∞for Alternate Greeting “toggle.”Voice Mail will tell you if your
Alternate Greeting is on or off.
• If on, press¡to toggle off; if off, press¡to toggle on.
Automatic Greeting (System Default Greeting)
When you set up your mailbox, you will be prompted to record a Personal
Greeting. However, at any time after you set up your mailbox, you can revert
back to the Automatic Greeting, which is: “You have reached [your RECORDED
NAME1], please leave a message at the tone.”
How to turn ON the Automatic Greeting (applicable after you record an
Alternate Greeting):
1. At the Main Menu, press¢to select Personal Options.
(To reach the Main Menu during message review, press–.)
2. Press™for Greetings.
3. Press•for Automatic Greeting.
4. Press¡to turn the Automatic Greeting on.
How to turn off the Automatic Greeting:
1. Repeat the process to toggle the Automatic Greeting off.
When the Automatic Greeting is off, your Personal Greeting will play.
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VoiceMail plays your telephone number for Recorded Name before your mailbox is set up; however, when
you set up your mailbox, you will be prompted to create a personal recording for Recorded Name. Your recording replaces the recording of your telephone number.
Questions? Please call 1.800.483.2000
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