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.

...

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

...

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.

...

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

Anchor
Step2 Step2

...

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

...

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,

...

1. wait for the confirmation tone, then hang up.

...

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

...

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

...

• 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.

...

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.

...

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.
• Truncated Messages:  Occasionally, a message sounds as though it is truncated, or cut off in mid-sentence.  The message may, however, play in full when played again later.  This can occur during telephone or web browser logins.  The vendor is investigating.

Telephone User Interface (TUI)

• Reply-to-Live feature:  If you select this feature at the end of a message, your call will be placed to the sender, but you will not hear their phone ringing (ring-back tone); a feature enhancement has been requested from the vendor.
• The Busy greeting does not play; callers hear the No Answer greeting instead.  This feature is not supported by the vendor until further notice.
• When both forward-busy and forward-no-answer are active, taking one or the other off (using service codes *83 or *85) does not stop forwarding to voice mail as intended.  When both are removed, the forwarding stops as expected.  I.e., to remove one of the features, you have to remove both, then re-add the one you want to keep.

Graphical User Interface (GUI)

• Truncated messages:  The vendor has identified this as a QuickTime plugin issue on Macs only.  ITS has submitted a Feature Development Request to add support for QuickTime.  Meanwhile, subscribers may opt to use the QuickTime application rather than the plugin.  This option can be selected in your browser's preference settings.  Alternatively, if you use an application other than your browser to read email, set your UTVM preferences to automatically forward UTVM to email and listen to the attached wav files from your email program.
• The Chrome web browser is not currently supported.
• Sometimes clicking a link doesn't work on the first click, and requires a second click.  
• If your session expires, you may get a message telling you to contact your administrator.  That's not necessary; log out and log back in.
• After logging in following a session time-out, you may sometimes only see a subset of the normal options.  Close the browser window or tab, open a new one and log back in.  To prevent this from happening, always start a session using a new browser window or tab.
• Uploading wav files for your greetings does not work.  Re-record them using the TUI instead.  The vendor is investigating.

...

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).

...

...