IMPORTANT - Please read this first:

This page provides instructions for users of the new UT Voice Mail (UTVM) system, NOT SmartVoice.  If your building has not yet been converted to the new VoIP telephone system, then you are still using SmartVoice, and should consult the SmartVoice Voice Mail (Legacy) pages.  For information about the VoIP telephone system, including building deployment status, please visit the VoIP Project.

Getting Started with UT Voice Mail

UT’s new Voice Over IP (VoIP) phone system comes with its own integrated voice mail system, which has been re-branded “UT Voice Mail” (UTVM).  As phone service is transferred to the VoIP system, SmartVoice customers' mailboxes will be replaced with new UTVM mailboxes.  (In case you have saved messages in your SmartVoice mailbox, it will still be accessible for the foreseeable future, but note: messages expire in 30 days by default.) The information below will help you get started with basic login and setup tasks using your new UTVM mailbox.  Included are steps for popular customizations, help and support information and known issues.  This Wiki will continue to be updated as the phone system conversion progresses.  Please send your comments to utvoicemail@austin.utexas.edu.

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IMPORTANT CAVEAT:  This service does not work with Microsoft Teams Phone Service, which has its own built-in voice mail system.  If you sign up for that service your line is automatically removed from UT Voice Mail.

STEP 1 - Personalizing Your UT Voice Mail Box

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New vs. Previously Used Mailboxes

• Is this a new mailbox?  If this is the first use of a brand-new mailbox, you’ll be guided through several steps.  The first step is to change your PIN (this step is required); the others are to record your name and your greeting (optional but recommended) so you may want to have your greeting script ready beforehand.
• Is this a previously used mailbox with reset PIN?  If you are taking over a mailbox from a previous user, with the PIN reset, you'll hear that your PIN has expired, but will then be prompted to enter a new one.  To change the greeting, the key-press sequence is 9-1-6-1 (see the Telephone Menu Diagram for more info).

Logging in from your campus phone:

• Dial #71.  UTVM will automatically find your mailbox.  (NOTE:  To log in to a mailbox associated with a different phone, press the star key to be prompted for a mailbox number.)
• Enter your PIN (the default PIN is 1111) and press the pound key.

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IMPORTANT:  After you've personalized your UTVM box, please proceed to Step 2: Activating Your Mailbox.

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STEP 2 - Activating Your UT Voice Mail Box

Unlike in the previous phone system, you can implement and control the call-forward features used with voice mail: forward-no-answer and forward-busy.  Most customers use both, but some prefer to omit one or the other.  Once you’ve personalized your mailbox, you will need to follow these steps to start sending calls to it.  

IMPORTANT:  The following steps should be done from the dial tone, so if you are still logged into your mailbox from Step 1 above, hang up.

To forward calls to voice mail when you don't answer the phone:

1. To activate this feature:  From the dial tone, dial *84 28886 and wait for the confirmation tone, then hang up

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1. and proceed to next step:
2. To set the number of rings:  Please note that you must first perform the previous step (*84 28886) for the following to have any effect.  From the dial tone, dial *33 followed by any number of rings from 2 to 9,

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1. wait for the confirmation tone, then hang up

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1. .  For example, to set your phone to forward after 2 rings, dial *332.  NOTE: This is the number of rings

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1. the caller will hear; the number you hear on your set may vary depending on the type of set you have.  The ring cycle for callers is 6 seconds per ring.

• To deactivate this feature:  From the dial tone, dial *85 and wait

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• Dial 33 followed by one of these codes:  2 = 4 rings, 3 = 6 rings, 5 = 9 rings, 6 = 11 rings, 7 = 13 rings, 8 = 14 rings
• Wait for the confirmation tone, then hang up.  NOTE:  If you reactivate this feature later, it will default back to 9 rings, so you may need to adjust the number of rings.

To forward calls to voice mail when you're already on the phone:

• To activate this feature:  From the dial tone, dial *82 28886 and wait for the confirmation tone, then hang up.
• To deactivate this feature:  From the dial tone, dial *83 and wait for the confirmation tone, then hang up.

To forward all calls straight to voice mail:

• To activate this feature:  From the dial tone, dial 72 28886 and wait for the confirmation tone, then hang up.
• To deactivate this feature:  From the dial tone, dial 73 and wait for the confirmation tone, then hang up.

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Note:  To check a mailbox on a different phone, do not enter your PIN; press the star key to be prompted for the mailbox number.

Download the Telephone User Interface (TUI) call flow diagram Menu Diagram to see your options when logged in by Telephone:

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Web Access

Your login is exactly the same as the telephone login, using your five-digit phone number and the new PIN you chose when logging in by phone the first time.

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1. Click Notification again.
2. This time, click Activate Notification.
3. If the “Notify me through Email” option is set to Off, select one of the other options.

Known Issues

General

• Message expiry is not set on individual messages until they are read.  If you forward your voice messages to email, your mailbox will eventually reach full capacity and stop taking messages.  Log in to UTVM periodically (perhaps monthly or weekly depending on your usage; disk quota is about 80 minutes of messages) and delete old messages.  ITS is working with the vendor to resolve the problem and will update UTVM subscribers when a solution is in place.

Telephone User Interface (TUI)

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1. the other

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Graphical User Interface (GUI)

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1. options

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Help & Support

• PIN resets are done by email only:  to utvoicemail@austin.utexas.edu, but see Service Requests for options.
• Your primary contact for other issues is your Technical Support Contact (TSC).
• To escalate problems or questions, contact the UT Voice Mail Office at 512-471-0019 (campus, 1-0019) or utvoicemail@austin.utexas.edu, or call the UT Service Desk at 512-475-9400 (campus, 5-9400).

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