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March 7 new update
ITS implementing new Pullman voice mail system
Thursday, Feb. 24, 2011
By Casey Hanson, Information Services
March 7 Update
The voice mail conversion implemented over the weekend encountered a couple of unexpected issues. Earlier today people might have encountered issues accessing the new Cisco voice messaging system via either the voice-mail button on their office phone or by dialing 335-MAIL (6245). This issue has been resolved.
The ITS staff along with Cisco technicians worked on the telephone voice-mail indicator light, which should now be working properly. However, if the light was already flashing without a pre-existing message, end users may need to wait until they actually receive a new voice message before it can be cleared. (An alternative is to call yourself, leave a message, then go in and delete it. So, dial 7-335-6245, then once you hear the recorded message start, immediately push the * star button, log in, then delete your message.)
ITS is also working on the ACD (automated call distribution) calling trees, such as when calling the Help Desk, so that they accurately route calls per the designated programmed steps.
ITS is working as quickly as possible along with Cisco to resolve these issues and have the new Cisco voice messaging system fully operational. For questions please contact the ITS Help Desk at 509-335-HELP (4357) or email@example.com.
Thank you for your patience.
On Monday, March 7, Pullman employees will need to follow these simple steps to finish setting up the new service:
Standard voice mailbox users
Voice mailboxes will be created automatically with a default greeting and PIN.
•Users will need to access their new voice mailbox to re-record their name and greeting and change the PIN. The initial default PIN is the 5-digit phone number. New voice messaging system PIN size requirements range from four to 20 digits.
•Users also should access their old voice mailbox to check for last-minute messages and to record with a personal recording device or transcribe old voicemail messages. Old messages will not be migrated to the new system.
After the voice mail conversion, users will be able to access both their old and new voice mail systems as follows:
•To access the new system from your office phone, press the voice mail button as you do now.
•To access the new system from another phone, dial 335-MAIL (6245) or 333-MAIL (6245), then hit (*) at greeting to proceed to your new mailbox.
•To access the old voice mailbox dial (509) 335-8008 or 5-8008, then hit (#) at greeting to proceed to your old mailbox.
The old voice mail system will be kept active for a few months to allow employees to access old voice mail messages; however Information Technology Services (ITS) encourages employees to retrieve messages from old voicemail prior to the conversion.
Instructions will be coming for employees who need to save old voice mail messages for litigation/pre-litigation hold notices and records retention schedule purposes.
More information on the voice mailbox menus and shortcuts is being created and will become available online, as will information about the overall VoIP project, at http://voip.wsu.edu.
Listen-only or announcement voice mailboxes
These mailboxes may require more manual intervention to create and set up. Owners will be contacted prior to the cutover to re-record greetings or announcements and change the PIN.
•Prior to cutover, access voice mailbox to re-record greeting or announcement and change PIN.
Calling trees or call handlers
These will require more manual effort to re-create on the new system. Owners will be contacted prior to the cutover to re-record the greetings or directions on each call tree leg and change the PIN.
•Prior to cutover, work with ITS to re-record greetings or directions and change PIN.
Limits on mailbox size
The new Cisco system is set with quotas based on overall size of the mailbox (similar to e-mail) rather than a specific number of messages. Generally the new system has the same capacity as the old voice mailbox.