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Adding, Reassigning and Canceling UTVM

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Please Note:

The following information is for standard voice mail service.  For information regarding ordering and using Greeting-Only Accounts, please see Greeting-Only Accounts.

Determining if UTVM Service Already Exists for a Phone Number

  • Call the main number 512-232-8886 (on campus dial 2-8886).
  • If you are prompted for a PIN, press * to bypass this login prompt.
  • At the mailbox prompt, press * again to enter the "express message" service.
  • You will be prompted to enter a mailbox number followed by the # sign in order to leave a message.

If the mailbox exists, you will hear its greeting.  If not, you will hear that the "service is temporarily unavailable."  You can then proceed to request new service or reassignment of the existing mailbox, as appropriate.

Adding New UTVM Service

Unlike SmartVoice, UTVM is provided free of charge to customers whose telephone service has been converted to the new VoIP telephone switch.  UTVM mailboxes are no longer tied to EIDs.  To To request new service, simply email utvoicemail@austin.utexas.edu with the following:
 

  • the phone number(s) needing new voice mail service
  • the individual or departmental subscriber's name associated with each phone number (may use department name if mailbox is to be shared)
  • cc: to the end users subscriber(s) (we'll reply-to-all with the instructions)
  • your contact informationa contact name and phone number in case we have questions
  • NOTE: If you need a greeting-only mailbox that will not accept messages, please specify that in your email.

Reassigning UTVM

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Service

To request mailbox reassignment, send an email to utvoicemail@austin.utexas.edu.  Include with the following:

  • the phone number(s) needing new voice mail service
  • the subscriber's name associated with each phone number (may use department name if mailbox is to be shared)
  • the previous subscriber's name, if known (helps us verify line and

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  • caller ID display)
  • cc: to the new subscriber(s) so we can reply-to-all with instructions
  • a contact name and phone number in case we have questions
  • specify one of the following two options

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  • :

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Option 1:  Complete Mailbox Replacement 

This option is the cleanest for the new subscriber, because all settings (such as email notification and forwarding) and recordings (such as name, standard greeting, extended absence greeting, etc.) and greetings will be removed.  However, any messages (played or unplayed) in the mailbox will also be removed and cannot be retrieved.
 

Option 2:  PIN Reset Only

This option retains any messages (played or unplayed) left in the mailbox, but also retains any greetings and settings used by the previous subscriber.  When choosing this option, the   (The new subscriber will be advised to check and update all settings and greetings using the following checklists:
 
Greetings

  • To check and change greetings, log in by telephone.  Press 9 1 6 to get to Modify Greetings, then select the options below and follow the prompts: 
  • Press 1 for Modify Generic.
  • Press 2 for Modify Extended Absence.
  • (Option 3, Modify Busy, is not supported.)
  • Press 4 for Modify No-Answer.

 
GUI Settings

  • Log in by web browser.
  • Go to Settings to check and modify or remove general Preferences, Greeting settings, and Sub-Mailboxes.
  • Go to Address Book to check and add or remove contacts.
  • Go to Notification to check and modify or remove email notification settings.

provided a list of greetings and settings to check and update.)

Cancelling UTVM Service 

Send an email to utvoicemail@austin.utexas.edu requesting cancellation of voice mail, and provide the phone number(s).   
The customer (or the TSC) is responsible for ensuring that the forwarding features have been turned off on the phone:

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Trouble Reporting

Send an email to utvoicemail@austin.utexas.edu describing in as much detail as possible the nature of the trouble you're experiencing.  A ServiceNow ticket will be automatically created.


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