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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.

Step 1 - Personalizing Your UTVM Box

The first time you login, you’ll be led 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.

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.

Logging in from another phone:

  • Dial the access number for UTVM: 232-UTVM (8886); on campus, dial 2-8886.  (NOTE:  If you’re on a phone with it’s own UTVM mailbox, you’ll be prompted for its PIN, so press the star key to be prompted for your own mailbox number.)
  • Enter your mailbox number (the last five digits of your campus phone number) and press the pound key.
  • 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.

Step 2 - Activating Your Mailbox

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.  

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

  • To activate this feature, dial *84 28886 and wait for the confirmation tone, then hang up.
  • To change the number of rings before calls forward to voice mail, dial 33 followed by the number of rings you prefer (possible settings are 2 through 9) and wait for the confirmation tone, then hang up.
  • To deactivate this feature, dial *85 and wait for the confirmation tone, then hang up.

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

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

To forward all calls straight to voice mail:

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

Telephone Access

The UTVM access number is 232-UTVM (8886).  On campus, dial 2-8886, or the service code #71, followed by your PIN. 

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 to see your options when logged in by Telephone:

Desktop Access

All desktop access to your UTVM account is by web browser.  UTVM accounts are not associated with names and EIDs, so you will no longer use your EID login to access voicemail via web browser.  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.

To log in, use any standard web browser.  IMPORTANT: The address is case sensitive.  Go to: https://voicemail0.its.utexas.edu:8087/VXView/.   This URL is subject to change when a fail-over system is put in place; coming soon.

Caller Transfer-Out Feature

Unlike SmartVoice, the new system has only one transfer-out option.  An enhancement request has been registered with the vendor to add more.

  1. Log in by web browser.
  2. In the left-hand navigation pane, click Settings.
  3. In the new window, select Preferences.
  4. Look for “Subscriber Defined Transfer” and check the box next to it.
  5. Below that, enter the five-digit campus number, or ten-digit off-campus number (local numbers only but you must still enter the area code), that you wish callers to transfer to.  No punctuation is necessary.
  6. Scroll to the bottom of the page and press the Save button.
  7. In your greeting, you will need to instruct callers to press 1 if they wish to be transferred.

Automatically Forwarding Messages to Email

 First, set up the email address to forward to:

  1. Log in by web browser
  2. In the left-hand navigation pane, click Notification.In the new window, select Set Up Notification.
  3. Enter your email address, and click the Add Attachment button to the right.  (Note:  If you click Add instead of Add Attachment you’ll get a notification of new voice mail without the recording attached.)
  4. You can repeat the previous step to forward messages to multiple addresses, if you like.
  5. Optional:  Edit the Subject and Body fields.
  6. Scroll to the bottom of the page and press the Save button.

Next, verify that forwarding is turned on:

  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

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.

Graphical User Interface (GUI)

  • 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; log out and log back in.  The vendor is investigating.

Help & Support

  • PIN resets are done by email only:  utvoicemail@austin.utexas.edu
  • Your primary contact for other issues is your Technical Support Contact (TSC).
  • To escalate problems or questions, contact the UT Voice Mail Office at 471-0019 or utvoicemail@austin.utexas.edu.

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