Messages is where users manage and listen to all message types – voicemail, text, chat and video. It is important to understand that all voicemail messages arrive into the Inbox. Archived and Trash folders are dependent on the user moving messages into them – they do not self populate. Only the type of messages (video, text, chat, video) that are enabled for that extension will show in the left hand navigation and in Messages.
What you will learn:
Voicemail
Voicemail is an electronically stored voice message left by a caller to be retrieved later by the intended recipient. The recipient can retrieve the stored message through phone, desktop, mobile app, email, or other communications devices. Please refer to Feature> Notifications to set up text or email notifications of new voicemails.
Managing Your Voicemails
Inbox
The Inbox stores your voicemail and lets you retrieve your voicemails. You can retrieve your voicemails through the portal, desk phone, or mobile app. To retrieve messages from desk phone or mobile app, please dial *99, then follow the system prompts. To listen to messages for a different mailbox, dial *94 + extension. Messages are saved for 60 days in the Inbox. Unread messages are displayed in bold, while Read messages are in normal type.
To check the inbox for new voicemail, navigate to Messages > Voicemail > Inbox.
Inbox displays a list of all voicemail messages, along with the following information:
- Name – type of message, voicemail, text, chat, video
- From – CallerID of the message sender
- Received – date and time the voicemail message was left
- Length – number of seconds of the message
- Transcription – first 5-10 words of the voice message
Full message transcription service is available. Please make sure it is enabled for each extension as the transcription services is not turned on by default.
Additional Menu Operations for Inbox Single Message
To perform additional operations on a single voicemail message, first select the voicemail message by clicking on the box next to the message. Once a message is selected, you can choose an action from the top menu as shown below
- Play/View – plays or shows the message
- Archived – moves the message to Archived folder
- Trash – move the message to the Trash folder
- Call Back – calls the CallerID number in message
- Move to Folder – moves message to Inbox, Archived, or Trash folder
Selecting hamburger menu icon located next to each message presents an expanded menu of capabilities as detailed below
- Rename – renames the message type to whatever user inputs
- Read/Unread – changes the status of the message
- Download – downloads the message to the location of the user’s choice
- Notes – allows the user to create notes to help identify, classify or inform
- Transcription – creates a pop up window containing the full message transcription when turned on
- Resend – sends an email or text voicemail notification to individual set up to receive them
- Forward – forwards the message to the selected extension
Additional Menu Operations for Multiple Messages
Selecting multiple message dynamically changes the operations that can be applied to those messages. Once multiple messages are selected, the menu contracts to only the relevant actions. To see the Inbox messages, navigate to Messages > Voicemail > Inbox. Selecting reduces the actions to Archived, Trash, Move, Download, Resend and Forward
Archived
You can archive a voicemail without deleting it from your voicemail system. Archived messages are removed from the Inbox folder and moved to the Archived folder. This enables you to manage the number of messages of your Inbox, but don’t want to actually delete them. Messages are saved for 60 days in the Archived folder from the creation date. Unread messages are displayed in bold, while Read messages are in normal type.
To check an Archived voicemail, navigate to Messages > Voicemail > Archived.
Archived displays a list of all voicemail messages, along with the following information:
- Name – type of message, voicemail, text, chat, video
- From – CallerID of the message sender
- Received – date and time the voicemail message was left
- Length – number of seconds of the message
- Transcription – first 5-10 words of the voice message
Additional menu operations for Archived folder are identical to Inbox. Please see Additional Menu Operations for Inbox Single Message and Additional Menu Operations for Multiple Messages for more information.
Trash
Deleted messages remain in your trash until you either restore them or remove them completely. You can select individual, multiple or all messages. To view messages in the Trash folder, navigate to Messages > Voicemail > Trash. Messages remain the Trash folder for 60 days from the creation date.
Text Messages
Text allows you to send and receive text messages when the services are turned on. Text services are not enabled by default. You can use both SMS (simple text) or MMS (rich media). For each to work, they must be turned on individually – SMS and MMS. Please refer to Feature> Notifications to set up notifications of new texts.
Managing Your Text
Messages
The message section in the user portal allows you to send text messages.
Send
To send a text message:
- Navigate to Messages > Text > Send.
- Enter the required information in the following field:
- From: enter the number you want to use or from which you wish to send a message.
- To: enter the number that you’d like to message
- Message: enter your message.
- Click Send Text.
Contacts
It is a virtual address book that stores all of your contact information. Additionally, you can add new contacts to the list.
To view the list of all available contacts, navigate to Messages > Text > Contacts.
Add a new contact
- Click on the +Add New button on the top left corner. A new window will appear.
- Enter the required information in the following field:
- First Name: enter the first name
- Last Name: enter the last name
- Company: enter the name of the company
- Phone Type: select äny of the phone type “Home”, “Work” and “Mobile” from the dropdown menu that appears.
- Phone Number: Enter the phone number
- Click Save
Edit or Delete an existing contact
You may also modify or delete a contact by selecting it and clicking the edit or delete icon next to it.