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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.

STEP 1 - Personalizing Your UT Voice Mail Box

The first time you login, 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.

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: 512 232-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 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:

  • To activate this feature, from the dial tone, dial *84 28886 and wait for the confirmation tone, then hang up.
  • To deactivate this feature, from the dial tone, dial *85 and wait for the confirmation tone, then hang up.

To change the number of rings before your phone forwards callers to voice mail:

  • From the dial tone, 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.

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.

Telephone Access

The UTVM access number is 512 232-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 Menu Diagram to see your options when logged in by Telephone.

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.

Using any standard web browser, go to voicemail.its.utexas.edu.

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, 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.

Send Notification of a New Message to Your Cell Phone

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 the email address of your phone.  (Example: 5123456789@mms.att.net.  Different providers will have different addresses.)  
  4. Click the Add button to the right.

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

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.
  • When forwarding a message by phone, after adding a recipient, you hear the option to press * to remove the recipient, but then hear, "Invalid selection."  The vendor is investigating.

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.
  • 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 greeting wav files via web session is not currently supported at UT.  Please use telephone access to change greetings.
  • Uploading Address Book csv files is not currently supported at UT.  Contacts must be entered individually.

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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