Voice Mail Guide

The Yale Network Services department offers all students, faculty and staff an easy to use personal communications center called voice mail. Voice mail offers the ability to forward telephones into the voice mail system for telephone answering and message taking, thus eliminating a great deal of "telephone tag" and cumbersome telephone messages that go along with it.

Anyone with a touch-tone phone has access to a wide variety of communication services through individual mailboxes. The system is feature-rich and the single keystroke mnemonic commands are easy to learn ("M" to Make a message, "P" to Play a message, "K" to Keep a message, etc.). Voice prompts guide the user through the message delivery and retrieval process. A tutorial is activated automatically the first time a user logs into their mailbox. It is designed to acquaint new users with the features and walk them through the procedure of setting up the mailbox as well as providing on-going instruction.

The system allows users to make, send, receive and answer voice messages. Features include: "Multiple Message and Distribution Lists" and "Voice Bulletin Boards" for campus organizations, and "Personal Greetings" which can be changed as often as you wish.

Personal greeting example

"I'll be in the office at three this afternoon, please leave a detailed message or call back then..."

"I'm away on business for a few days, press zero if you wish to talk with the department secretary or leave a detailed message now and I'll get back to you when I return."

Message waiting

This feature alerts the user to a message waiting for them to hear, either through a lit message waiting lamp or stutter dial tone.

Tree menus

Recommended for University departments or offices dispensing information on specific, well defined subjects. By pressing a single digit, a caller moves through a series of voice mail menus to obtain the desired information. This can save valuable time for staff who would otherwise be answering these calls. The calls can now be answered by Yale Voice Mail.

For more information on Yale Voice Mail, please call (Central/Science) (432-2001) or (Medical Center) (78)5-4232.

Reset your voice mail passcode

The business manager or authorized business office staff member should send an email to tmo@yale.edu requesting the passcode be reset. Please provide the mailbox number and, if the mailbox user is changing, provide the new user's name.

Voice mail glossary of terms

Append: Add comments to a message.

Confidential message: A message designations that is marked Confidential therefore preventing that message from being Given to another mailbox.

Distribution list: A list of two or more voicemail users to whom messages are sent simultaneously.

Give a message: The ability to forward a message to another user with comments attached.

Mailbox number: The last five digits of your phone number.

Make a message: The ability to create a message for delivery to another user on the system.

Oops! feature: You can now retrieve the last unplayed message you discarded while playing your unplayed messages. When you hear message discarded. press * on your touch-tone pad. You will then hear message retrieved, press P. (7 key), to play the first message. To replay the message you just retrieved, depress P, (7 Key). This will only work for the last unplayed message in the unplayed message portion of your mailbox.

Passcode: A security mechanism, the numeric passcode set by the mailbox owner that controls access to a mailbox.

Personal greeting: The greeting recorded by a mailbox owner that is played when someone calls that mailbox.

Prompt: A voice reminder, which leads the user through the process of recording, addressing and retrieving messages.

Review: The ability of a user to replay a message after recording but before sending.

Tree box: A special function mailbox that provides the caller with a menu and allows selections from the menu using single-digit commands.

Tutorial: A series of step-by-step, interactive instructions that explain the system operation to new users and help them set up their mailboxes.

Mailbox setup

The standard parameters for voicemail are as follows:

Greeting length: 1 minute
Message length: 3 minutes
Number of messages: 20 for Admin and 10 for students
Unplayed message retention time: 10 days
Played message retention time: 10 days

Note: Arrangements can be made to change the above parameters to meet your special business needs.

Before setting up your mailbox

For security purposes, think of a 6-10 digit number, which you will use as your private passcode that will be known only to you. Think of a greeting to record for your callers to hear. For example, "Hello, this is Jane Doe and I am unable to take your call at this time. Please leave a message. If you need immediate assistance, please press "0".

Setting up your mailbox

From your Yale phone, dial your Yale Voice Mail access number: Central and Science: 2-8000, Medical Center 5-7777, YaleLINK 4-9005, Students 6-8000.

Make sure you have a press 0 extension assigned. You will hear " Hello mailbox Number ---."
Important: The Yale Voice Mail instructor will then prompt you for your passcode. Enter the generic passcode 123456 now. Press 8 to access the Yale voice mail tutorial. Follow the instructions.

To complete setup of your voice mailbox,

Program your private passcode for security
Record your personal greeting
Record your name
Reminder: Your mailbox will not be set up until you press 9 to Exit.

One you have set up your mailbox, call forward to the Voice Mail Access Number. See "Call forwarding to voice mail".

Mailbox entry

After you have personalized your Yale Voice Mailbox (see "Setting up your mailbox"), follow these instructions to enter your mailbox:

From your phone, dial:

Central and Science: 2-8000
Medical Center: 5-7777
YaleLINK: 4-9005

After hearing "Hello (Your Name)," enter your passcode.

From an off campus location, dial the the appropriate number below, enter your mailbox number, then press * and enter your passcode. If calling from a Yale telephone (other than your own) that has a voice mail box, while hearing "Hello" and the name of the mailbox owner, press *, enter your mailbox number, then press * again. After hearing "Hello, (Your Name)," enter your passcode.

Central and Science: 432-8000
Medical Center: 785-7777
YaleLINK: 764-9005

Changing user options

Changes can be made to your mailbox once you have set it up by pressing the function you wish to change in the User Options menu that can be entered by pressing 8.

After pressing 8 User Options include:
- Record your Greeting by pressing 4
- Record your Name by pressing 6
- Set your Passcode by pressing 7
- Make distribution Lists by pressing 5
- Activate user Tutorial by pressing 8
- Enable your Pager by pressing 3
- Disable your Page by pressing 3

Remember to change your greeting if you will be out of the office or on vacation.

For example:

"Hello, this is Jane Doe. I will be out of the office Monday, Oct. 26, returning Tuesday, Oct. 27. Please leave a message and I will return your call on Tuesday. If your need immediate assistance, please press 0".

Note: Make sure you have press 0 extension for your mailbox. Remember you can receive only 20 messages; if you tell your callers to leave messages while you are away, make sure you retrieve your messages frequently.

Playing messages

To play, keep or discard your messages or give them to another mailbox user:

Enter your mailbox.
You will hear your current message

After listening to the message,

Press 2 to answer a message >record your answer
Press 4 to give the message to another user > enter the mailbox number the message is being sent to > record additional comments.
Press 5 to keep a message
Press 3 to discard a message
Press * oops command retrieves last unplayed message you discarded while playing your unplayed message.

Note: Always Answer or Give a message before Keeping or Discarding.

After recording your answer or comments you may:

Press 7 to review your recording
Press 3 to discard and record again
Press 2 to append your recording
Press 6 to activate message addressing options
Press 9 to send your recording and exit to main menu

If you have answered a message or given it to another user,

Press 5 to keep the message
Press 3 to discard the message

Note: When playing a message,

Press * to move backward 5 seconds
Press # to move forward 5 seconds
Press 1 to pause 30 seconds: press any key to resume

(Reminder: Always press 9 to Exit the system.)

Message making

To make a message and give it to another user,

Enter your mailbox.
Press 6 to Make a new message.
Enter the mailbox number of the person to whom the message will be sent.
Press # and record your message.
If you incorrectly enter a number (hear the wrong name), press * to cancel the entry.

After recording your message, press:

2 to append to your recording
3 to discard the message and re-record
7 to review your recording
6 to activate message addressing options
9 to save recording and exit to main menu

Reminder: Your message will not be sent until you press 9 to exit.

Note: When making a message for a Distribution List, enter the 2-digit Distribution List numbers in place of the mailbox number (see "Creating a distribution list").

Multiple message making

To make a message for one or more mailboxes or distribution lists,

Enter your mailbox.
Press 6 to Make a new message ( see "Message making ").
Enter a mailbox number or Distribution List number. Continue to add mailbox numbers or Distribution List numbers. If you incorrectly enter a number, press * to cancel the entry.
Press # to end your list and begin recording your message.

Reminder: Your message will not be sent until you press 9 to exit.

options for message addressing

The Message Addressing menu allows you to request that your message be marked confidential, or you can request a receipt notifying you when your message has been picked up. You can use this function on new messages or messages which you have played and want to give to another person (see "Playing messages ").

To access message options,

Enter your mailbox.
Make a message (See "Making a message").

After recording your message, press:
6 to access Message addressing options
2 to make or cancel confidential
7 to activate or deactivate receipt
9 to exit message addressing options
9 to send message and exit the system

Distribution list creation

To create distribution lists,

Enter you mailbox.
Press 8 for User Options.
Press 5 to create or modify a Distribution List.
Enter a Distribution List number. Distribution Lists can be numbered 01 to 09.
Press 6 to Name your list.
Record a list name.
Press 9 to save the name.
Press 2 to Add a member to the list.
Enter the mailbox number of the person to be added.
Repeat pressing 2 plus mailbox number for each name to be added to the list.
Press 9 to save your entries and Exit to mail menu.

Distribution list modification

To make changes to previously created distribution lists,

Enter you mailbox.
Press 8 for User Options.
Press 5 to modify a Distribution List.
Press the Distribution List number (01-09) that you want to change. The Yale Voice Mail instruction tells you which list you are modifying.
Press 7 to Play all members on the list.

After you have reviewed your list,
Press 2 to add a member or 3 to drop a member
Enter mailbox number of the person to add or drop
Press 9 to save changes and exit to the main menu.

Call forwarding to voice mail

Warning: Do not call-forward a telephone that does not have voice mail to a telephone that does have voice mail. The caller will hear the generic voicemail greeting and will not be able to leave a message.

Central and Science

Call Forward All Calls automatically forwards all calls made to your telephone to your voice mailbox.

To activate from a standard set: Lift handset, dial #1 and 2-8000. Replace a handset.

To cancel from a standard set: Lift handset, dial #1. Replace handset.

To activate from a service set (3900 Digital set): Press Forward button, dial 2-8000. Press Done.

To cancel from a service set (3900 Digital set): Press the CheckFW button. Press CancelFW button

Call forward no answer and/or hunt when busy are programmed by Network Services staff. Call 2-4700 if you have any call forwarding questions.

Medical Center

Call Forward All Calls Automatically forwards all calls made to your telephone to your voice mailbox.

To activate from a standard set: Lift handset, Dial #1 and 5-7777. Replace handset.

To cancel from a standard set: Lift handset, dial #1. Replace handset.

To activate from a service set: Without lifting the handset, press Forward key. Dial 5-7777. Press Forward key again. Indicator lamp steadily lights.

To cancel from a service set: Press Forward key. Indicator lamp goes dark.

Call forward no answer and/or hunt when busy are programmed by the Medical Center Network Services staff. Call 5-4700 if you have any call forwarding questions.

YaleLINK voice mail instructions

Help Line - 2-4700
Voice Mail Access number - 4-9005
Use your telephone keypad to access your mailbox or to make changes.

Step 1

Have ready:

A greeting to record for your callers
A 6-10 digit passcode of your choosing

Step 2

Listening to your messages:

From your phone:

Dial 4-9005. (voice mail access number)
You will hear "Hello YOUR NAME, please enter your passcode"
Enter the 6-to 10 digit passcode you have chosen.

From another Yale phone:

Dial 4-9005. (voice mail access number)
You will hear "Welcome to Yale Voice Messaging, please enter the mailbox number you are calling."
Enter your 5-digit phone number and press *.

From a YaleLINK phone that has Voice Mail:

Dial 4-9005. (voice mail access number)
You will hear "Hello (owners name), please enter your passcode."
Press * and your 5-digit phone number and * again.

From off-Campus:

Dial 764-9005 (use area code 1-203 if calling from outside of local New Haven area).
You will hear "Welcome to Yale voice messaging. Please enter the mailbox number you are calling."
Enter your 5-digit phone number and press *.

YaleLINK call forwarding

To forward all calls:

To activate:
Lift handset (hear dial tone), dial *72 (hear dial tone) dial the 5-digit number to receive your calls (hear confirmation tone and ringing). Announce call forwarding and hang up.

To cancel:
Lift handset (hear dial tone), dial *73 (hear confirmation tone) hang up.

Call forward: No answer and/or hunt when busy are programmed by the Campus and Medical Center Network Services staff. Call 2-4700 or 5-4700 if you have any call forwarding questions.

Helpful hints

Exiting the system:
After leaving a message in an individual's voice mailbox, or when you are finished using your voice mailbox, be sure to depress X to exit the system. This disconnects you from that voice mailbox, making the voice mail line you were using available for another voice mail call. Otherwise, your session will continue after you hang up and you may prevent access by other users.

Dial "0" option:
Your voice mailbox should be programmed with a dial "0" extension. This feature enables the caller to get immediate assistance when necessary and prevents the frustration the caller feels if he or she cannot speak with a person. If your mailbox does not have dial "0" extension, discuss this feature with your telecommunications Coordinator or Business Office and ask them to have a dial "0" extension programmed for your mailbox.

Message retrieval
Retrieve your messages regularly! In order to continue collecting messages, any messages (played and unplayed) will be deleted after 10 days.

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