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PennNet Phone Voice Mail

An optional feature available when using PennNet Phone numbers is an integrated voice mail and web service. The voice mail service lets you receive, listen to, and manage voice mail messages by phone, by computer, or both. The web service, PPS (PennNet Phone Service), allows you to log in and manage certain voice mail features anywhere you have access to a web browser.
Features
Voice Mail Feature Description
Auto Delete Messages Prevents your mailbox from becoming full and not being able to accept new messages. Recommended for mailboxes using the email & telephone Delivery option.
When Auto Delete is enabled on a voice mailbox, the oldest message in a mailbox is deleted whenever the mailbox is about to become full.
Most mailboxes have a quota of 100 messages. Auto Delete kicks in at the 96th new message, deleting the 1st, oldest message in the mailbox.
Auto Delete applies to both Inbox & Urgent mailbox, but separately. Each mailbox has a separate quota of 100 messages.
Auto Delete does not apply to Old, Work, Home, Friends, and Other folders.
Delivery Options Choose to receive messages 4 ways: Telephone Only, Telephone and Email Notification, Email Only, or Email and Telephone. You can change your voice mail delivery option anywhere you have access to a web browser using the PPS (PennNet Phone Service) web tool. Changes take place in real time.
Distribution List Record a message once and send it to all mailboxes that are members of the list.
Envelope Information While listening to messages by phone hear the date and time the message was sent, and the mailbox or telephone number from which the call originated.
Extended (Temporary) Absence Greeting Record a temporary greeting when you plan to be out of the office for an extended period of time. Your regular personal greeting is automatically reinstated when you delete your Temporary Greeting. The system will remind you when the temporary greeting is on/in use.
Forward Messages Use to forward a voice message to other mailboxes with or without comments.
Mailbox Size 99+ message capacity, 3 minute message length, and no automatic deletion of messages (Unless you choose to turn on the auto delete feature).
Mailbox Folders Organize and retrieve messages using folders marked as New, Old, Work, Family, and Friends. You can store a message in multiple folders. You can also mark a previously saved message as new. The next time you access voice mail, the message will be retrieved as though it were a new message.
Mailbox Management

Use the PPS tool to delete an individual greeting or all greetings. Also provides the ability to delete all the messages stored in a single folder or delete all messages saved in all folders.

Also allows the re-sync message waiting lamp option; updates the message waiting status on all handsets where the number appears.

Message Waiting Indicator The message waiting lamp on your phone will illuminate when voice mail messages are waiting.
Out Call Notification Another form of message notification, voice mail system calls a predefined number to notify you of new messages, offers an opportunity to login and listen to messages.
Password Management You can reset forgotten voice mail passwords without contacting ISC Client Care or your Telephone Support Provider. Reset passwords anywhere you have access to a web browser (PennKey required).
Phone Set & Line Settings

Message Waiting enabled/disabled per line, per set. The message waiting indicators on the handset should be off when you attempt to disable message waiting in PPS (for the specific number on your handset).

The "Messages" button on Polycom SoundPoint IP handsets can be configured to perform either of the following:

  1. Dial the voice mail main number (6-8000) immediately
  2. Display voice mail message counts before dialing the voice mail main number.

If there are multiple lines on the handset you will be asked to select which line to check messages for.

Record and Send a Message from within a Mailbox Leave a message without ringing the other person’s phone. Currently, this feature is only available when calling other PennNet Phone subscribers.
Reply to Sender Record and send a reply to a message from another PennNet Phone subscriber without ringing the handset of the recipient.
Skip Intro Normally, a caller hears the mailbox greeting then “Please leave a message after the tone.” With Skip Intro turned on, the caller hears only the mailbox greeting and then the beep.
Telephone Answering
Answers your phone when your line is busy or unanswered. Your personal greeting (if recorded) plays and invites callers to leave a message after the tone. Calls are forwarded to voice mail after the fourth ring or follow the Ring Setting selected in the PPS web service.
Temporary Greeting Reminder System prompt plays each time you login to remind you when the temporary greeting is on.
Transfer Directly to Voice Mail Transfer caller into a mailbox so caller can leave a message without ever ringing the phone.
Undelete Messages Allows you to undelete a message as long as you do not end your telephone session (hang up the phone).
Urgent Messages Receive or mark a message urgent. Urgent messages are played first when listening to messages by phone.
Voice Messaging Offers speedy messaging options to minimize your time navigating within the voice mail system.
Zero Out of Mailbox (zero out for assistance) Callers press the 'zero' to be transferred to another campus number for assistance.

Mailbox Types

 
ISC offers a wide variety of voice mailbox type options.
 
Mailbox rates are available on our ISC Rates pages.
 
All PennNet Phone mailbox types allow you to record mailbox greetings and manage passwords. Additional features are available if you are using your phone to listen to and manage messages. All unanswered calls are automatically transferred to voice mail after the fourth ring.
 
Mailbox types can be changed at anytime by logging in to PPS to manage mailbox delivery methods. (PennKey required).
 
Mailbox Type Suggested Uses

Email Only - Callers incoming voice mail messages appear as audio attachments (. wav files) in an individual's email inbox. Individuals can listen to caller messages anywhere they have access to a web browser.

 
  • Redirect and forward voice messages to other email accounts
  • Save voice mail offline
  • Persons can listen instantly to the voice mails that they want as opposed to skipping through the ones they don't want
  • Perfect for individuals who travel, especially internationally where a country may not support their mobile phone.
  • Manage all communication via the desktop (calendar, voice mail, and email).
Email and Telephone - Callers messages can be accessed by telephone and in email.
  • Individuals do not mind managing messages in both places.
Telephone Only - Callers messages are retrieved by telephone only.
  • For persons who do not have voice mail accounts.
Telephone and Email Notification - Callers messages are accessed by telephone but individuals receive an email alert every time callers leave voice mail messages.
  • Great for persons who work primarily at their computers and need immediate notification of voice messages.

How you listen to and receive your voice mail messages depends on the telephone service you use: PennNet Phone service or tradtional telephone service. Both services offer flexible capabilities and features. For questions or assistance in selecting the service that best fits your needs, consult with a Voice Consultant for recommendations by calling 746-6000 or writing to service-requests@isc.upenn.edu.

 

PennNet Phone's new voice mail service integrates email and voice mail. PennNet Phone lets you receive, listen to, and manage voice mail messages by phone, by computer, or both. When you listen to messages by computer, you will hear the exact message that was left in the voice of the person who called through your computer's speakers.

When your account is first created, your voice mail delivery method is pre-selected by the person who ordered your service. You can change your voice mail delivery method at anytime using PPS.

Incoming calls are forwarded to voice mail after the fourth ring.

Voice Mail Delivery Method Knowing When You Have Messages How to Retrieve Your Messages
Telephone only Light on your handset is lit. Handset only, dial into voice mail.
Telephone and email notifications Light on your handset is lit and you will also receive a notice from the ISC Voice Mail Server that you have a voice mail message. Handset only, dial into voice mail.
Email only ISC Voice Mail Server forwards you an email that includes the voice mail message. Email only, log into email.
Email and telephone Light on your handset is lit and the ISC Voice Mail Server forwards you an email that includes the voice mail message. Handset and email; log into email and dial into voice mail. You will need to manage the same message in both places.

Setting Up a New Mailbox for the First Time

You must set up or initialize your voice mailbox before it will record messages from callers, or before you can use other voice mail features. At the same time, you should establish your personal greetings (what callers will hear when you are unable to answer your phone). This is a short process that typically takes less than 5 minutes and the prompts will guide you through the process.

Before You Start

  • Have your password ready: Your password must be 6 to 15 digits. In addition to numbers 0 through 9, you can also use the star (* ) key to create a password. Create a password that you can remember and is hard for others to guess. Do not use numbers that can be easily guessed like your birthday or house address.
  • Have your greeting ready: You have the option of recording messages that you want callers to hear when you are unable to answer your phone. Write a script and practice it so you can record your greeting without stumbles or long pauses. If you have a flexible schedule, consider changing your greeting so your information is always current and reflects your schedule.

Note: These instructions are for PennNet Phone only. If you do not record a personal greeting, callers will hear the generic system greeting: “Please leave your message after the tone. When done, hang up or press the pound key.”

Step One: Create Your Password

When initializing your voice mail account for the first time, you must create your password using PPS. Afterwards, you can change your password at anytime using either PPS or by calling into the voice mail service, see the Tips tab.

  1. Log in to PPS (PennKey authentication required). For information about this web service, see the PPS page.
  2. At the Home page, click on “Features and Voice Mail” in the left navigation column.
  3. At the Features and Voice Mail Settings page, type a new password in the Create New Password field.
  4. Re-enter your password in the Confirm Password field.
  5. Click the Submit button. PPS updates your account with the new password.
  6. Click "Log Out" in the left navigation column to exit PPS.
Step Two: Record Your Greeting
  1. Using your phone, press the Messages button to the right of the keypad to access voice mail. For instructions on how to access voice mail using a traditional phone or when off campus, see the Tips tab.
  2. At the prompt, enter your password.
  3. Press 0 for mailbox options.
  4. Follow the prompts to record your personal greeting.
  5. Select the type of greeting you want to record. Record either an unavailable or name greeting. Do not do both:
    • Press 1 for unavailable (what callers will hear when you do not answer your phone).
    • Press 2 for busy (what callers will hear when you’re on the phone)
    • Press 3 for name (callers will hear the generic system greeting but your name will be in your voice).
  6. Wait to hear the system prompt, record your greeting, then press # when you’re done.
  7. Choose the status for the recording:
    • Press 1 to accept this recording
    • Press 2 to listen to it
    • Press 3 to re-record it
  8. When finished, press * to return to main menu or * # to exit.


PennNet Phone Voice Mail: 215-746-8000.
Voice Mail System Access Instruction
From your On-Campus Extension
  • Press the Messages button
  • Enter your password.
From Another Person's PennNet Phone
  • Press the Messages button
  • Press the pound (#) key
  • Enter your 5-digit mailbox number (usually the last 5-digits of your on-campus phone extension).
  • Enter your password.
From a Traditional Phone on Campus
  • Dial 6-8000
  • Press the pound (#)
  • Enter your 5-digit mailbox number
  • Enter your password.
From Off Campus or Cell Phone
  • Dial 215-746-8000
  • Enter your 5-digit mailbox number
  • Enter your password.
From Email If you have selected either Email Only or Email and Telephone as your voice mail delivery method:
  • Log into email
  • Look for message(s) from the ISC Voice Mail Server
  • Review a copy of each message sent. If you have opted to listen to messages via your computer, the message will be attached as a sound file (.wav extension).
For the First Time To initialize and activate your voice mailbox, please see the Setup Mailbox tab above.
Option Shortcut
Determine Date and Time of Message Press 3-3 after listening to message.
Fast Forward Through Message Press # to advance message in 3 second intervals.
Reply to Message Sender Press 3-1 after listening to message.
Return to Previous Message Press 4 after listening to message.
Rewind Message Press * to rewind message in 3 second intervals.
Skip a Message While Reviewing (i.e. Move to Next Message) Press 6 to skip to the next message.
Stop Message Press 0 to pause/stop, press O again to resume.
Undelete a Previously Deleted Message Press 4 to return to the previous deleted message, then press 7 to undelete the message. You can delete and undelete messages as long as you do not hang up the phone.
Power Keys Keys that are always available
  • Press * to repeat available menu options or to back up one menu
  • Press # to interrupt a prompt, cancel a command, or exit mailbox

Here are the keystroke shortcuts you need to quickly navigate through your voice messaging features.

Feature Shortcut
Exit Mailbox To exit your voice mail box, leaving it closed and secure, press the pound (#) key repeatedly until you hear the "Goodbye" prompt. Then hang up.
Forward Copy of Message
  1. After reviewing the message, press 8
  2. Enter the mailbox number of the party to whom you wish to send the message
  3. Press 1 to record a comment, then forward. Or,
  4. Press 2 to forward without comment.
Leave Message without Directly Calling Party (Record and Send) You can leave a message for another PennNet Phone subscriber without ringing their phone.
  1. Login to your mailbox
  2. Press 3-5
  3. Enter recipient’s mailbox number
  4. Record your message
  5. Press # to end recording and then follow the prompts:
    1. Press 2 to listen to the recording
    2. Press 3 to erase and re-record
    3. Press 4 to mark the message urgent

Press 1 to accept the recording.  Once 1 is pressed, the message has been sent. If you want to listen to the message, re-record it or mark it urgent you must do so before pressing 1.

Greetings - Record/Change If you do not record a personal greeting, callers will hear the generic system greeting: “Please leave your message after the tone. When done, hang up or press the pound key.”
  1. Enter your mailbox
  2. From the Main Menu, press 0.Follow the prompts to record your new greeting.
    • 1 for Unavailable (what callers will hear when you do not answer the phone)
    • 2 for Busy (what callers will hear when you're on the phone)
    • 3 for Name (heard by callers and other mailbox owners)
  3. Press # to end recording and then follow the prompts:
    • Press 1 to accept
    • Press 2 to listen
    • Press 3 to erase and re-record
    • When finished, press * to return to the Main Menu
Passwords - Changing Your password must be 6 to 15 digits. Choose a password that is easy to remember but hard for others to guess. You can also change your password in PPS.
  1. Enter your mailbox
  2. From the Main Menu, press 0-5 for password options. The system will ask you to enter a new password followed by the pound (#) key.
  3. Enter your new password, then press pound (#) key.
  4. Re-enter your password again and press # to confirm. The system will announce that your password has been changed.
Retrieve/Store Messages Access Voice Mail System as instructed above. The system automatically asks whether you want to listen to your new messages.
Five folders are available for organizing and storing messages. When a caller leaves you a message, the message is placed in your new folder. If you listen to a new message but you do not delete it, save it to a folder, hang up while it is playing or do nothing at the end of play, the message will be moved to your old folder.
  1. Enter your mailbox
  2. From the Main Menu, press 2 to change folders
  3. At the prompt, choose the folder where the message is located
    • Press 0 for new
    • Press 1 for old
    • Press 2 for work
    • Press 3 for family
    • Press 4 for friends
  4. Listen as the system plays the first message in the folder
  5. If this is not the message your want, press 6 to skip to the next message in the folder. Or, press 4 to return to the previous message.
Skip Voice Mail Greeting Press pound (#) key. The "leave message" tone will automatically play.
Temporary Greeting - Record Record a temporary greeting when your normal working routine will be interrupted for a period of time, such as a vacation, conference, etc. The temporary greeting overrides all other greetings. The system will remind you when the temporary greeting is on each time you log into your mailbox to review messages.
  1. Enter your mailbox
  2. From the Main Menu, press 0-4 for Mailbox/Temporary Greetings When prompted record your greeting, then press # when finished Choose the status for the recording:
    • Press 1 to accept this recording
    • Press 2 to listen to it
    • Press 3 to re-record it
  3. When finished, press * to return to the Main Menu or *# to exit.
Transfer a Caller into Voice Mail
  1. Ask the caller to stay on the line while you transfer the call
  2. Press the Transfer key or (Conf/Transfer or Link) the key normally used to transfer a call
  3. Dial voice mail 6-8000 
  4. When the voice mail system answers, press * and enter the 5 digit mailbox number
  5. Press the Transfer key or (Conf/Transfer or Link) the key normally use to transfer a call
  6. Hang up


Suggestion:
You should complete the transfer before the mailbox greeting has finished playing so the caller hears the beep to begin recording their message.

Note:
To cancel the transfer and return to the caller, press the Cancel softkey.