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- Managing your voicemail box
- Checking Your Messages
- Voicemail Settings
- Voicemail System Tree Structure
Managing Your Voicemail Box
There are several ways to manage your voicemail box. The most common way to manage your mailbox is from your VoIP phone or from the TotalCX Web Portal.
Greetings
Managing the Greetings from the Phone
- Press the voicemail key or dial
5001
. - Enter your VM PIN followed by the
#
key. - In the Main Menu, select option
6
to access Greetings. - Within the Greetings Menu, choose option
1
to record a greeting. - You will hear a prompt "Enter the number of the greeting you wish to record", press
1
.- NOTE: You can have multiple greetings, such as your everyday greeting, vacation greeting, out of the office greeting, etc. You can record additional greetings in different indexes, such as Index 2 for your vacation greeting, and easily toggle between them as needed.
Managing the Greetings from the Portal
1. Login to your TotalCX Web Portal: https://interactive.tel/portal/
2. Click on the Messages menu > Settings tab > Manage button.
3. Now select the Edit icon. (all mailboxes will have a default greeting)
4. You have 3 choices on how create your greetings:
- Text-To-Speech - allows you to type your greeting and choose from a number of voices.
- Upload - allows you to upload a prerecorded WAV or MP3 file to save as your greeting.
- Record - will call you at your extension or cell phone to record your greeting in your own voice.
Sample Greeting
Hello, this is __________. I’m not available to take your call, but if you would leave your name, number, and a brief message, I will return your call as soon as possible.
NOTE: In the event that you are unable to access your TotalCX Web Portal, please reach out to the support team, and we will promptly assist.
Checking Your Messages
Check Messages Via the Phone
- Press the voicemail key or dial
5001
. - Enter your VM PIN followed by the
#
key. - In the Main Menu, press
1
for New Messages, press2
for Old (Saved) Messages.
After checking your message you are presented with additional options:
- Press
1
to Save - Press
2
to Repeat - Press
3
to Forward (forward to another User) - Press
4
to Delete - Press
5
to go to the Next Message - Press
6
to Reply (only applicable for internal messages) - Press
#
to Finish (will take you back to Main Menu).
Check Messages Via TotalCX Web Portal
- Login to your TotalCX Web Portal: https://interactive.tel/portal/
- Click on the Messages menu.
From here you can simply click on the Play button to listen to the voice message additional options are available to the right of each message:
Call to Play - The system will call your extension and play the voicemail message.
Forward - Allows you to forward the voicemail message to another extension.
Download - Allows you to download the voicemail message to your computer.
Save - Allows you to save the voicemail message in your mailbox.
Delete - Deletes the voicemail message.
Voicemail Settings
- Navigate to Messages
- Click on Settings
You will see the available settings for the voicemail box:
Options
- Sort voicemail inbox by latest first - Clicking the box next to Voicemail inbox by latest first will configure your voicemail to play the voicemail message that was last left first. If this option is not enabled the voicemails will be played in the order they were received.
- Announce voicemail received time - Clicking the box next to Announce voicemail received time will tell you the time the voicemail was left when checking messages.
- Announce incoming call ID - Clicking the box next to Announce incoming Call ID will have your voicemail read the caller ID number off.
- Operator Forward - The Operator Forward setting allows you to apply an operators extension number to your mailbox in the event a caller presses zero while listening to your voicemail greeting.
- Copy to extension(s) - This setting enables you to forward a received voice message to another extension's mailbox. To copy to multiple extensions, simply select the green 'plus' button and add additional users.
- Voicemail Transcription - The Voicemail Transcription setting allows you to select if you want voicemail transcription enabled. This service translates a voicemail message into text and attaches it to the voicemail to email notification.
Voicemail to Email
Near the bottom of the Settings tab there is a section for Notifications.
- Click the checkbox to enable/disable Email Notifications.
- Two dropdowns will appear - Email Type (Description below)
- Then set the After Email Notification (Description below)
Email Type
- Send with hyperlink - The email notification is sent to the user with hyperlink to the voicemail message.
- Send with brief hyperlink - The email notification is reduced in size; i.e. the brief format has no branding information on it. The user is sent a hyperlink to the voicemail message.
- Send with attachment - The email notification is sent to the user with an attached .mp3 file of the voicemail message.
- Send with brief attachment - The email notification is reduced in size; i.e. the brief format has no branding information on it. The user is sent an .mp3 file of the voicemail message.
After Email Notification
- Leave as new - After the email notification is sent to the user, the voicemail is left in the user's voicemail box as "New".
- Move to saved - After the email notification is sent to the user, the voicemail is moved to the "Saved" folder within the user's voicemail box.
- Move to trash - After the email notification is sent to the user, the voicemail is moved to the "Trash" and is not saved within the user's voicemail box.
Voicemail System Tree Structure