Voicemail - VoIP.ms Wiki

Voicemail

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In order to use the Voicemail feature with Voip.ms you will have to create a Voicemail entry and then assign your entry to one of your DIDs or Accounts.  
In order to use the Voicemail feature with Voip.ms you will have to create a Voicemail entry and then assign your entry to one of your DIDs or Accounts.  
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Please note that Voicemail system is not centralized. It is independent and per server. For Example, If your DID is currently on the Los Angeles POP (Server) and you dial *97 while registered on New York, you will not access the same Mailbox. The same issue can occur if you change the POP (server) of your DID to another server.
 
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If you would like to migrate your Voicemail messages and unavailable messages to another server, please send a request to the VoIP.ms technical support team to support@voip.ms including Voicemail number, Current server and the server you would like to transfer your setting to.
 
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*The total allowed voicemail messages on a Single Mailbox is 100.
*The total allowed voicemail messages on a Single Mailbox is 100.
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*Voicemail messages must be at least 3 seconds long for the system to recognize it as a real message and store it, for Servers: Atlanta, Tampa, Dallas, Houston and London.
 
*Please white list the mail domain names *@voip.ms and *@voipinterface.net.
*Please white list the mail domain names *@voip.ms and *@voipinterface.net.
*The Maximum Time for a Voicemail message is 3 minutes.
*The Maximum Time for a Voicemail message is 3 minutes.
*5 Seconds of Silence will end a Voicemail Recording.
*5 Seconds of Silence will end a Voicemail Recording.
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== Voicemail Accounts ==
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== Creating a Voicemail mailbox ==
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From the Customer Portal refer to DID Numbers -> Voicemail You will see the following screen. In there you will be able to see a list of any existing Voicemail Accounts, or create a new Voicemail Account (Mailbox) by clicking on the "Create New Voicemail Account" Button.
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[[File:VoicemailAccts.png|900px]]
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From the Customer Portal refer to DID Numbers -> Voicemail
 
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You will see the following screen.
 
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== Creating a Voicemail mailbox ==
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[[File:new_voicemail.jpg|900px]]
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Pressing the "Create New Voicemail Account" button will display a new window.
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[[File:NewVoicemailAcc.png|370px]]
You will be prompted with the following information:
You will be prompted with the following information:
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'''Name:''' This can be used as a note or description to easily identify your mail boxes.
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'''Voicemail Number:''' This will be used as a unique identifier for your mail box. The minimum is adding one digit to up to ten digits, for example you can set 1 or 5432897.  
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'''Mailbox ID:''' This will be used as a unique identifier for your mail box. The minimum is adding one digit to up to five digits, for example you can set 1xxxx-1 or 1xxxx-54321.  
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'''NOTE:''' The number cannot be set to 0. If you have your mailbox to 0 it's suggested to change to a different value to prevent issues with the voicemail service.
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'''Password:''' The password is used to enter your mail box options such as listen to your messages or record your greeting.  
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'''Name:''' This can be used as a note or description to easily identify your mail boxes. 
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'''Password:''' The password is used to enter your mailbox options such as listen to your messages or record your greeting.  
'''Skip Password Prompt:''' If set to Yes, when dialing *97 from an account associated to this mailbox, it will skip the password prompt and login directly.  
'''Skip Password Prompt:''' If set to Yes, when dialing *97 from an account associated to this mailbox, it will skip the password prompt and login directly.  
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'''Email:''' If an email address is entered here, the Mailbox system will send an Email notification every time you receive a new message. For the moment you can only set 1 email address, however you can optionally configure an Email forward between your email accounts as a work around.  
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'''Notification Email:''' If an email address is entered here, the Mailbox system will send an Email notification every time you receive a new message. For the moment you can only set 1 email address, however you can optionally configure an Email forward between your email accounts as a work around.  
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'''Attached message to email:''' If set to YES, the Mailbox will attached a .WAV file containing the new message every time it sends an Email notification.  
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'''Voicemail Language:''' This sets the language you and the caller will hear when instructions or menus are played by the voicemail.
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'''Email attachment format:''' You can select between WAV49, recommended because of its smaller size and easiness to handle; and WAV which is uncompressed, causing a bigger file size.
 
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'''Delete Messages after Emailed:''' If set to YES, the Mailbox will delete the new message automatically after sending the Email notification with attachment.  
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Pressing the "View Advanced Mode" button will display further options to modify your mailbox.
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'''Say Time Envelope:''' If set to YES, when checking your messages you will hear the date and time when the message was received.  
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[[File:NewVoicemailAdv.png|900px]]
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'''Time Zone:''' The time envelope will use this time zone to provide the correct date and time of the message's reception.  
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'''Unavailable Message Recording:''' This is the greeting that the system will play to the callers that reach your voicemail. There are three options available for this recording:
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'''Say Caller ID:''' If set to YES, when checking your messages you will hear the Caller ID of the message sender.
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*System Default - The system will use the generic greeting message recording when the callers reach the Voicemail.
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'''Play Instructions Before Beep:''' If set to YES, the caller will hear instructions on how to leave a message to your Mailbox before the beep sound.  
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*Set by Phone - The system will use the recording set by the phone by the user via dialing *97 / *98 and choosing option 0 to record it.
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'''Voicemail Menu Language:''' This sets the language you and the caller will hear when instructions or menus are played by the voicemail.
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*Recordings - The system will use the associated [[Recordings]] previously uploaded via the Customer Portal tool at DID Numbers > Recordings.
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'''Attach message to email:''' If set to YES, the Mailbox will attached a .WAV file containing the new message every time it sends an Email notification.
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'''Delete Voicemail Message''' If set to YES, the Mailbox will delete the new message automatically after sending the Email notification with attachment.
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'''Attachment Format:''' You can select between WAV49, recommended because of its smaller size and easiness to handle; WAV which is uncompressed, causing a bigger file size; and mp3 which offers great compatibility and is very small.
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'''Say Instructions:''' If set to YES, the caller will hear instructions on how to leave a message to your Mailbox before the beep sound.
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'''Say Time / Date:''' If set to YES, when checking your messages you will hear the date and time when the message was received.
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'''Time Zone:''' The time envelope will use this time zone to provide the correct date and time of the message's reception.
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'''Say Caller ID:''' If set to YES, when checking your messages you will hear the Caller ID of the message sender.
== Assigning your Voicemail to your DID==
== Assigning your Voicemail to your DID==
After you have created your Voice Mail entry, you can assign it to any of your DIDs from your main portal. Please refer to DID Numbers -> [[Manage DID]] -> Edit  DID -> Voicemail.  Also under the same screen you can set the Ring Time (The maximum amount of time a call to your DID can stay in "Ringing State" before we cancel the call to no answer).  Please note that 30s equals to 6 rings.
After you have created your Voice Mail entry, you can assign it to any of your DIDs from your main portal. Please refer to DID Numbers -> [[Manage DID]] -> Edit  DID -> Voicemail.  Also under the same screen you can set the Ring Time (The maximum amount of time a call to your DID can stay in "Ringing State" before we cancel the call to no answer).  Please note that 30s equals to 6 rings.
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[[File:selectVoicemail.png|750px|thumb|left|Select Voicemail - click to enlarge]]
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<br clear="all" />
== Assigning your Voicemail to your Account==
== Assigning your Voicemail to your Account==
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== Manage Voicemail ==
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== Manage Voicemail and Messages ==
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[[File:Manage_Voicemail.jpg|800px]]
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[[File:VoicemailAccts.png|800px]]
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You can access this screen once you create the voicemail through your Customer Portal>>DID Numbers>>Voicemail page. From here you can change the settings in your voicemail (Modify action), delete the mailbox or delete all the messages in the given mailbox.
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Your mailbox will appear under '''Voicemail Accounts''' after it is created through your Customer Portal>>DID Numbers>>Voicemail page. In there, you can click the '''Delete''' button to delete the Mailbox completely or '''Delete Msgs''' to delete all of the messages in the given mailbox.
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Note: However you cannot change the Mailbox ID or the default access code.
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If you click '''Edit''', a new window will be displayed where you will be able to change the settings in your voicemail. However, please note that you cannot change the Mailbox ID once it has been created.
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You can also manage your voicemail messages by clicking on the '''List''' icon next to your mailbox. Within this new window, you will be able to listen to a message, mark it as Urgent, Forward this message to an email address, download the audio file, mark it as "read", store it in a folder or delete it.
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[[File:Voicemail List.png|800px]]
== Voicemail Greeting Customization ==
== Voicemail Greeting Customization ==
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If you want to change the default voicemail greeting on your mailbox you will have 2 options.
If you want to change the default voicemail greeting on your mailbox you will have 2 options.
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* The '''First''' option is to do it directly from your Phone, once you have created the Mailbox and you have assigned it to your DID number and to your account, dial *97 from your phone and at the Voicemail menu select the option "0" (Voicemail options) and then the option "4" (Temporary message) there you will be able to record your greeting, and to save it.
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* The '''First''' option is to do it directly from your Phone, once you have created the Mailbox and you have assigned it to your DID number and to your account, dial *97 from your phone and at the Voicemail menu select the option "0" (Voicemail options) and then the option "1" (Unavailable message) there you will be able to record your greeting, and to save it. Any greeting set this way will take precedence over any greeting options, including uploading a Recording or using the System Default greeting.
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* The '''Second''' option, is in case that you already have the recording that you want to use as your voicemail greeting. You can upload this recording to DID Numbers > [[Recordings]] in the Customer Portal. Your uploaded recording will then appear as a greeting option at DID Numbers > Voicemail > Edit Mailbox > View Advanced Mode (Upper Right) > Unavailable Message Recording.
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* The '''Second''' option, is in case that you already have the recording that you want to use as your voicemail greeting. You can send that recording attached on an email to support@voip.ms from the email address associated to your account, or you can also create a ticket from your account and attach the recording there. At the email/ticket you will also have to specify the '''Mailbox''' that will use that recording and the '''Server''' where the mailbox is located.
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*Please note that you must change the '''Unavailable Message Recording''' option of your Voicemail account to the desired greeting for the changes to be reflected.
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  *Please note that for the '''Second''' option your file must be a Windows WAV sound file (extension .wav). The format is PCM 8kHz 16 bits
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  *Recording your greeting following the First option, using your phone and the audible Voicemail system, will take precedence over any Recording uploaded or the System Default.  
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   Mono.  
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   If you wish to use an uploaded Recording or the System Default greeting, please delete your recorded greeting first.
== Voicemail Access Codes: ==
== Voicemail Access Codes: ==
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  '''Notes:'''  
  '''Notes:'''  
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  * The Unavailable message ('''Option 1''') and Busy message ('''Option 2''') are not currently working with the voicemail system of VoIP.ms. 
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  * The Temporary Message will override the Voicemail message option set in the Customer Portal until it is deleted through your phone by dialing *97, 0 for options, 4 for Temporary Message and then 2 to Delete it.
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  Use the temporary greeting, which overrides these standard greetings.
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  * To Delete a Recording you can just record again, a moment of silence, or create a new recording overwriting the old.
  * To Delete a Recording you can just record again, a moment of silence, or create a new recording overwriting the old.
  * Please note that if you change the password over the phone ('''Option 5'''), it will not change at your customer portal>>Voicemail options,
  * Please note that if you change the password over the phone ('''Option 5'''), it will not change at your customer portal>>Voicemail options,
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* 7 - Delete the current message, without confirmation.
* 7 - Delete the current message, without confirmation.
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* 8 - Forward message to another user. Prompt for the internal extension number.
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* 8 - Forward message to another user. When prompted for an extension, you must enter the full mailbox ID of the intended destination (e.g. 52739100).
  1 - Prepend the message with a recording.
  1 - Prepend the message with a recording.
  2 - Send the message without a prepending message.
  2 - Send the message without a prepending message.
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'''I have Voicemail Messages but when I login the system tells me I Have No Voicemails'''
'''I have Voicemail Messages but when I login the system tells me I Have No Voicemails'''
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  Please check and see if you have recently changed to a different DID POP Server. So if you have changed servers your messages are still on the previous server.
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  It is possible that you have selected the option to Delete Voicemail Message once it has been sent to email.
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Voicemails are currently stored on the POP Server your DID is assigned to, since VoIP.ms currently does not have a centralized Voicemail server.
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You can request to support@voip.ms for the Voicemails or Voicemail Greeting to be copied to the server you are on now.
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Please provide in your email, what the old server was, which mailbox and the new server you are now on.
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Another reason could be that you have selected the option to Delete Voicemail Message once it has been sent to email.
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  Please see the [[Voicemail#Creating_a_Voicemail_mailbox|Creating a Voicemail Mailbox Section]] to change this option.
  Please see the [[Voicemail#Creating_a_Voicemail_mailbox|Creating a Voicemail Mailbox Section]] to change this option.
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'''My Voicemail Greeting is No Longer Playing'''
 
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Please check and see if you have recently changed to a different DID POP Server. So if you have changed servers your Greeting is still on the previous server.
 
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Voicemail Greetings are currently stored on the POP Server your DID is assigned to. You can request to support@voip.ms for the Voicemails or Voicemail Greeting
 
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to be copied to the server you are on now. Please provide in your email, what the old server was, which mailbox and the new server you are now on.
 
'''I Dial *97 But the System Still Asks for Mailbox Number'''
'''I Dial *97 But the System Still Asks for Mailbox Number'''

Revision as of 17:19, 3 May 2018

VoIP.ms has an Advanced Voicemail feature that is free to use, and you also have the option to forward your messages to your email address as an attachment.

In order to use the Voicemail feature with Voip.ms you will have to create a Voicemail entry and then assign your entry to one of your DIDs or Accounts.

Contents

Voicemail Accounts

From the Customer Portal refer to DID Numbers -> Voicemail You will see the following screen. In there you will be able to see a list of any existing Voicemail Accounts, or create a new Voicemail Account (Mailbox) by clicking on the "Create New Voicemail Account" Button.

VoicemailAccts.png


Creating a Voicemail mailbox

Pressing the "Create New Voicemail Account" button will display a new window.

NewVoicemailAcc.png


You will be prompted with the following information:

Voicemail Number: This will be used as a unique identifier for your mail box. The minimum is adding one digit to up to ten digits, for example you can set 1 or 5432897.

NOTE: The number cannot be set to 0. If you have your mailbox to 0 it's suggested to change to a different value to prevent issues with the voicemail service.

Name: This can be used as a note or description to easily identify your mail boxes.

Password: The password is used to enter your mailbox options such as listen to your messages or record your greeting.

Skip Password Prompt: If set to Yes, when dialing *97 from an account associated to this mailbox, it will skip the password prompt and login directly.

Notification Email: If an email address is entered here, the Mailbox system will send an Email notification every time you receive a new message. For the moment you can only set 1 email address, however you can optionally configure an Email forward between your email accounts as a work around.

Voicemail Language: This sets the language you and the caller will hear when instructions or menus are played by the voicemail.


Pressing the "View Advanced Mode" button will display further options to modify your mailbox.

NewVoicemailAdv.png

Unavailable Message Recording: This is the greeting that the system will play to the callers that reach your voicemail. There are three options available for this recording:

Attach message to email: If set to YES, the Mailbox will attached a .WAV file containing the new message every time it sends an Email notification.

Delete Voicemail Message If set to YES, the Mailbox will delete the new message automatically after sending the Email notification with attachment.

Attachment Format: You can select between WAV49, recommended because of its smaller size and easiness to handle; WAV which is uncompressed, causing a bigger file size; and mp3 which offers great compatibility and is very small.

Say Instructions: If set to YES, the caller will hear instructions on how to leave a message to your Mailbox before the beep sound.

Say Time / Date: If set to YES, when checking your messages you will hear the date and time when the message was received.

Time Zone: The time envelope will use this time zone to provide the correct date and time of the message's reception.

Say Caller ID: If set to YES, when checking your messages you will hear the Caller ID of the message sender.

Assigning your Voicemail to your DID

After you have created your Voice Mail entry, you can assign it to any of your DIDs from your main portal. Please refer to DID Numbers -> Manage DID -> Edit DID -> Voicemail. Also under the same screen you can set the Ring Time (The maximum amount of time a call to your DID can stay in "Ringing State" before we cancel the call to no answer). Please note that 30s equals to 6 rings.

Select Voicemail - click to enlarge


Assigning your Voicemail to your Account

If you would like to assign a Voicemail entry to your Main Account, please from your main portal refer to Main Menu -> Account Settings -> General -> Voicemail Associated to the Main Account.


Mainvoicemail.jpg


If you need to assign a Voicemail to a specific subaccount, you need to go to the Sub Accounts Edit page, following the route, Subaccounts >> Manage Subaccounts >> Edit, from the menu tabs. You will see at the bottom of the page the "Internal Extension Voicemail" option. Here you can set it.


Subvoicemail.jpg


Manage Voicemail and Messages

VoicemailAccts.png

Your mailbox will appear under Voicemail Accounts after it is created through your Customer Portal>>DID Numbers>>Voicemail page. In there, you can click the Delete button to delete the Mailbox completely or Delete Msgs to delete all of the messages in the given mailbox.

If you click Edit, a new window will be displayed where you will be able to change the settings in your voicemail. However, please note that you cannot change the Mailbox ID once it has been created.

You can also manage your voicemail messages by clicking on the List icon next to your mailbox. Within this new window, you will be able to listen to a message, mark it as Urgent, Forward this message to an email address, download the audio file, mark it as "read", store it in a folder or delete it.

Voicemail List.png

Voicemail Greeting Customization

If you want to change the default voicemail greeting on your mailbox you will have 2 options.

*Please note that you must change the Unavailable Message Recording option of your Voicemail account to the desired greeting for the changes to be reflected.
*Recording your greeting following the First option, using your phone and the audible Voicemail system, will take precedence over any Recording uploaded or the System Default. 
 If you wish to use an uploaded Recording or the System Default greeting, please delete your recorded greeting first.

Voicemail Access Codes:

You can access your voicemail with any device/system connected directly with your account or subaccount to VoIP.ms using the codes below:

If for any reason you do not have access to our VoIP network, you can check your Voicemail by just dialing your DID. Once the Voicemail system answers your call, press the asterisk key (*). You will be prompted for the Mailbox ID (or hear the mailbox automatically selected, depending on the server you are using) and Password, once logged in to your Voicemail, press 0 (zero) for options. You can also record your greeting from there by selecting option 4 (four). Please be aware this is considered a regular incoming call and will be charged according to your monthly DID plan.

Navigate the Voicemail Menu

Once you access your voicemail you're going to be prompted with the number of new and/or old messages you have in the mailbox. Here's the list of options you have with the voicemail system of VoIP.ms

0 - New Messages
1 - Old Messages
2 - Work
3 - Family
4 - Friends
# - Cancel
1 - Unavailable message
2 - Busy message
3 - Name. 
4 - Temporary message
5 - Change Password
* - Return to the Main Menu
Notes: 
* The Temporary Message will override the Voicemail message option set in the Customer Portal until it is deleted through your phone by dialing *97, 0 for options, 4 for Temporary Message and then 2 to Delete it.
* To Delete a Recording you can just record again, a moment of silence, or create a new recording overwriting the old.
* Please note that if you change the password over the phone (Option 5), it will not change at your customer portal>>Voicemail options,
  and you will have to manually change the password there. If you don't don't change it at the customer portal and you modify any other value  
  later, when you apply the changes the old password will be set again to your mailbox, since the modify option apply all the values set at 
  the voicemail options.  

The following options are available when you're listening to your messages.

1 - Send a reply. Currently not available.
2 - Message Envelope. Speak the date and time at which the message was received.
* - Return to the Main menu.
1 - Prepend the message with a recording.
2 - Send the message without a prepending message.
* - Return to the Main Menu

Known Voicemail Issues or Frequent Questions

I Can No Longer Listen to My Voicemail on my Android Phone.

VoIP.ms uses a compressed WAV format for the voicemail messages (WAV49).

This helps server stability and lessen the bandwidth used by VoIP.ms customers to download the file.

Please download another FREE Audio Player like Remote Wave and this will resolve this issue instantly. 
You will be given a choice of what application to use to listen to the file or you can make it your Default Audio Application.
If this doesn't work for you, you can always go back to uncompressed WAV format, on your Manage Mailbox options.

My Voicemail Messages keep stopping at 3 minutes.

The Current Maximum Length, a voicemail message can be, is 3 minutes.

I Keep Receiving Cut Off Voicemails from People

While recording a message the system listens for 5 seconds of silence. If the systems detects no sounds for 5 seconds it will 
Stop the VM Recording and send a person to VM options.

How Can I Delete All Voicemail Messages in My Mailbox.

You can only delete all messages from your Customer Portal>> DID Numbers>> Voicemail page. Please refer to Manage Voicemail.

I have Voicemail Messages but when I login the system tells me I Have No Voicemails

It is possible that you have selected the option to Delete Voicemail Message once it has been sent to email.
Please see the Creating a Voicemail Mailbox Section to change this option.


I Dial *97 But the System Still Asks for Mailbox Number

In order for *97 to work you have to make sure the device or softphone you are using is connecting to the servers with a SIP account associated with that Mailbox. 
So if you are connecting with your main account or a sub account, please see Assigning Your Voicemail to Your Account. 
If you are connecting with a phone not connected to VoIP.ms service then for security reasons you will have to enter the mailbox number and password.
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