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University of Wyoming Division of Information Technology

Exchange Unified Messaging
Frequently Asked Questions

Why can’t I keep using the old voice mail system?

The Meridian Mail system is no longer supported by the manufacturer.

Can I move my old Meridian Mail messages to the new Unified Messaging system?

No. The Meridian Mail system was not designed to be able to transfer voice messages externally from the system.

Can I retrieve old messages from the previous Voice Mail system? If so, how?

Yes. You can retrieve old Meridian Mail messages by dialing 6-1011 and then entering your old password. If you can’t recall what that password was you will need to call the Telecom Help Desk at 6-4357, option 2, to have the password reset.

I received an email notification that my phone had been switched from the old system to Unified Messaging, and since then my Message Waiting Indicator (MWI) light has come on. Why do I have no new voice messages?

The voice mail conversions, which include the email notifications, are being done simultaneously for multiple users; however, the change that forwards new voice messages to 6-1011 (Exchange) instead of 6-1000 (Meridian Mail) is being done manually. This could result in as much as a full day's delay from the time you receive your email notification until your new voice mails are actually forwarded to your new Unified Messaging mailbox rather than your old Meridian mailbox. New voice messages that arrive during this interval will turn your MWI light on, but may need to be retrieved by calling 6-1000 and using your old Meridian Mail PIN. New messages that arrive after that initial delay should be forwarded to your new Unified Messaging mailbox. If you continue to experience problems please call the Telecom Help Desk at 6-4357, option 2.

With Meridian Mail, callers who reached my voicemail greeting could press “0” and be transferred to another number, such as the department office ("Zero Out"). Is this feature available in the new voicemail system?

Yes. By default operator extensions are not configured for "0" call transfers (with a few exceptions). To request that a mailbox be configured with a customized "zero out" transfer extension please contact the Telecom Help Desk at 6-4357, option 2.

What should I do if I did not receive an email containing my PIN?

How do I reset my PIN?

What should I do if my Message Waiting Indicator (MWI) light (the red light on my phone) will not turn off?

Make sure you have no new voice mails in your inbox. If you have no new voice mails and the light is still illuminated call the Telecom Help Desk at 6-4357, option 2, to report the problem.

How do I choose the touchtone keypad interface on my phone, instead of having to talk to the system?

After entering your PIN, when prompted say "Personal Options" and then press 4. This will be a permanent change to the touchtone interface.

Or, after entering your PIN, press 6 followed by 0 to switch from the voice interface to the touchtone interface for the current session. Make this a permanent change by then pressing 6 followed by 4.

Can I configure Exchange so that I do not receive “Missed Call” email messages? If so, how?

Yes. Log onto https://uwmail.uwyo.edu with your UW username and password using Internet Explorer. In the upper right corner click on the Options button. In the left sidebar menu, click on Voice Mail. Under Missed Call Notifications uncheck the box next to Send e-mail to my Inbox when I miss a phone call.

How do I save voice messages that I have listened to but may want to hear again?

Like email messages, voice mail messages will be saved in your mailbox until you explicitly delete them.

How do I use the Outlook "Play on Phone" feature?

After opening a voice message in Outlook, you will see a Play on Phone icon in the Voice Mail section of the ribbon at the upper right of the message window. Note: if you have minimized the ribbon, click on the Message tab. Click on the Play on Phone icon. The first time you click on the icon after opening Outlook you will be required to log in. After logging in click on the Play on Phone icon a second time. A Play on Phone window will open. Your five digit phone number should appear in the Dial window (if not enter your five digit phone number). Click the Dial button and your phone will ring. When you answer the call, by either pressing the speaker button or lifting the handset, say something or make any kind of noise to start the voice message playback.

When I forward my phone to another UW number, in which voice mailbox do voice messages from unanswered calls arrive?

It depends on the type of phones involved. When callers dial a phone number that has been forwarded to a second number on the UW campus, unanswered calls are sent to voicemail, assuming the phones have an associated voice mailbox. However, the voice mailbox that receives the voice messages from unanswered calls depends on the type of phones involved (legacy Nortel or VoIP Cisco). The following matrix describes which voice mailbox unanswered calls are transferred to if a phone is forwarded and a call is unanswered.

Called phone Forwarded-to phone Location of voice mail
from unanswered calls
Nortel Nortel Forwarded-to phone
Nortel Cisco Forwarded-to phone
Cisco Cisco Called phone

 

We currently have a voice mail box in our office that several of us share. Is that permissible with the new Unified Messaging?

Yes. In order for voice mail to be accessible by multiple people, it needs to be tied to a shared email account. Allowing others access to an individual’s personal email account would allow others to listen to that individual's email messages and calendar entries and would be a violation of the University’s security policies. If more than one person needs access to the voice mail for a specific phone number, the organization needs to request and use a special account. This is a shared type of email account that can appear in several users' Outlook mail folders.

There is a monthly charge associated with special accounts. See the Special Accounts section on the IT Client Fees page for information. More information about special accounts is available in the UW Special Accounts FAQ.

How can I access voice mail messages that are stored in a shared mailbox?

Voice mail messages that are stored in a shared mailbox can either be accessed via the phone interface or via Outlook. Instructions for setting up Outlook to display a special account can be found at How To Add a Shared E-mail Account to Your E-mail Profile in Microsoft Outlook.

What number do I dial to log into the Exchange voice mail system and retrieve my messages?

Dial 6-1011 on campus, or 766-1011 off campus, to access your messages.

I do not use Windows or Outlook to read my email. Can I still access my voicemail messages once they have been migrated to Exchange Unified Messaging?

You can continue to dial in via the telephone and listen to voicemail messages just as you do today, regardless of what operating system you use for day-to-day computing. In addition to using the telephone, you can also interact with your voice mail in almost the same way as Outlook users. The voice mail messages are stored as .wav file attachments to email messages in your mailbox and you can open the attachments using your favorite email program and listen to them directly on a computer using any audio program that supports .wav files. The only limitation is that some configuration changes or to reset a forgotten PIN must be made using Internet Explorer from a Windows machine. To work around this limitation IT encourages users to log into the UWStudent Remote Lab System using Internet Explorer and to follow the instructions located in How to Reset Your UW Exchange Unified Messaging PIN.

I received an email notification that I missed a call. Why did it not have an attached voice message and why, when I called into my voice mailbox, did I have no new voice mail messages?

By default Exchange Unified Messaging will send an email notification of a missed call when someone calls, but does not leave a message. The subject of these missed call notification emails will be similar to "Missed call from ##########." An actual recorded voice mail message will have a subject similar to "Voice Mail from ########## (5 seconds)." It will also have an attachment containing the recorded voice mail message. It is possible to turn off missed call notification messages if they are not desired by following the instructions included in the Can I configure Exchange so that I do not receive “Missed Call” email messages? FAQ item, above.

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