University Systems help centre

Frequently asked voicemail questions

How do I access my Better Voicemail from off-campus or using my cellular phone?

  1. Dial 250-472-4444 from your Off-Campus or cellular phone
  2. When prompted, enter your mailbox number
  3. When prompted, enter your current PIN
  4. Press [0] to activate the touchtone keypad commands and then press [1] to access Voicemail Messages

Will I have access to my old voicemails from the previous system?

A: There will be a transition period where you will still have access to older voicemails from the outgoing Cisco messaging system.  However, once this transition period is over, all messages from the Cisco messaging system will be deleted. To access your messages on the old the Cisco system, follow these instructions:

1. Dial 7000 from your phone.

2. Enter your old (Cisco) system PIN from when prompted.

3. Select option [3] from the menu to access old messages.

I have two locals associated with my phone and my Message Wait Indicators (MWI) do not appear to be working properly. What should I do?

Only messages associated with the local designated as primary will toggle the MWI. Contact the Voice Office () to confirm which local is considered the primary, or to change a local’s designation.

Why can I play voicemails from my Exchange account?

A: Better Voicemail is fully integrated with Microsoft Exchange.  This allows your voicemails to be accessible from your Exchange account. 

I get too many emails already and do not want any voicemail messages in my Exchange inbox

A: There is only one copy of a Better Voicemail message.  As a result, whether you choose to use your email or the dial-in interface, you will only have to deal with a Better Voicemail message once.

How do I disable the Better Voicemail voice-to-text (transcription) feature?

The Better Voicemail preview feature transcribes voice messages to text. This transcription is a best attempt and therefore is not always 100% accurate.  To disable this feature, please follow these instructions:
  1. Login to your UVic email account using the URL https://mail.uvic.ca/owa/.  Ensure that pop-ups are enabled for this site.
  2. From the Options tab located in the top right corner, select See All Options....
    Reset Pin 2
  3. From the "Account" left side-bar, click Phone.
    Reset Pin 3
  4. Go to the "Voice Mail Preview" heading.  From here, simply uncheck the box(es) for the voice mail preview option(s) you wish to disable.  Once complete, click Save to save your settings.
    Out of office 1

I want someone to be able to check my voicemail, but not my email. How do I forward voicemails to another user?

A: You can set up an Inbox rule in Outlook to forward voice messages to another email account (for example, an assistant). By default, the forwarded message will also remain in your inbox. If you want to delete the message from your inbox, you can add that action to the rule.


1.Go to mail.uvic.ca, click Options, and select Create an Inbox rule...
2.Click the New...button. In the New Inbox Rule dialog box,
3.Click the More Options...button at the bottom of the dialog box.
4.Under When the message arrives, and:, click the drop-down arrow and select It's, and then of the type.... Select Voice Mail, and click OK.
5.Under Do the following, click the drop-down arrow and select Forward, redirect, or send, and then select one of the following:
a. To forward the voice mail and leave a copy in your inbox, select Redirect the message to.... When the Address Book opens, select the person (or account) from the contacts list and click the To -> link, or type the contact's email address directly in the To -> field and click OK.
b.To forward the voice mail without leaving a copy in your Inbox, select Forward the message to.....When the Address Book opens, select the person (or account) from the contacts list and click the To -> link, or type the contact's email address directly in the To -> field and click OK.
6. If you need to set exceptions, select the desired exception.
7. Click Save to save the inbox rule.

I want to disable voice commands when I call my voicemail. How do I enable the touchtone interface?

To momentarily switch from voice commands to touchtone (keypad) commands, select [0]. This change lasts only for the time of that particular call to your voicemail.  To permanently switch to using the touchtone interface, call into your voicemail account and say "Personal Options", then select[4].

What can I do if I do not wish to receive voice messages into my email in-box?

A: The voice message can be moved directly into a folder which has been setup specifically for Voice Messages.

  1. Go to mail.uvic.ca
  2. Use your Netlink ID credentials to sign in.
  3. Right Click on Inbox and select Create New Folder…Enter folder name Voice Messages.
  4. From the Options pull down menu located on the right hand side of the screen select Create an Inbox rule...
  5. Click the New...button.
  6. In the New Inbox Rule dialog box, under the "When the message arrives, and:", click the drop-down arrow and select It's, and then of the type.... Select Voice Mail, and click OK.
  7. Under "Do the following", click the drop-down arrow and select Move the message to folder …Expand the Inbox folder to expose the ‘Voice Messages’ folder then select the Voice Messages folder.
  8. Select Save
  9. Read the override rules and decide if this is what you want (advanced users with existing rules need to decide if this rule will interfere with existing rules).

Behaviour:
Through the telephone interface you can then listen to voice messages.  This leaves the message in the Exchange Voice Messages folder in a ‘read’ state (message is no longer bolded).

While listening you can decide to ‘delete’ the message, in which case the voice message will be moved from the Exchange Voice Messages folder to the Deleted Items folder.  The item remains in the Deleted Items folder until this folder is emptied.

Can I send a copy of my voicemail messages to my other UVic email account?

A: You can set up an Inbox rule in Outlook to forward voice messages to another email account (for example, a departmental account). By default, the forwarded message will also remain in your inbox. If you want to delete the message from your inbox, you can add that action to the rule.

  1. Go to mail.uvic.ca, click Options, and select Create an Inbox rule....
  2. From the “Inbox Rules” dialogue box, click the New... icon button.
  3. From the “New Inbox Rule” window, click the More Options... button located on the bottom.
  4. Under When the message arrives, and:, click the drop-down menu and select It's, and then of the type....
  5. From the “Select Message Type” pop-up window, under Message Type, select Voice Mail, and click OK.
  6. Under Do the following, click the drop-down menu and select Forward, redirect, or send, and then select one of the following.
    • To forward the voice mail and leave a copy in your inbox, select Redirect the message to.... When the “Address Book” window opens, select the person (or account) from the contacts list and  from Message recipients: click the To -> link, or type the contact's email address directly in the To -> field and click OK.
    • To forward the voice mail without leaving a copy in your inbox, select Forward the message to..... When the “Address Book” window opens, select the person (or account) from the contacts list and click the To -> link, or type the contact's email address directly in the To -> field and click OK.
  7. Click the Save icon to save the inbox rule.

How can I discretely listen to Better Voicemail messages from my Exchange inbox?

A: If you are listening to your Better Voicemail messages through speakers, try using a pair of headphones instead.  Alternately, Better Voicemail allows listening of messages from your Exchange account to your phone in 1-click:

  1. In Outlook, from the "Message" tab, select the "Play on Phone" icon.

    Play on phone
  2. From the "Play on Phone" dialogue box, enter the phone number you wish the hear the message on and the select "Dial".  By default, Better Voicemail lists the last number dialed first.  If you are off-campus, you will need to enter the number including its area code (example: (250) 721-5555).
    Play on phone dial

How do I recover a deleted voicemail?

A: Follow these instructions:

  1. Log into your Microsoft Outlook email account.  
  2. Navigate to the Deleted Items Folder
  3. Retrieve the desired voice message(s).
Note: It is not possible to retrieve deleted voicemail messages through the telephone interface.

Set an Out of Office Voicemail Rule

  1. From your Exchange inbox, under the file tab, enable Automatic Replies (Out of Office)
    Out of office
    
  2. Login to your UVic email account using the URL https://mail.uvic.ca/owa/.  Ensure that pop-ups are enabled for this site.
  3. From the Options tab located in the top right corner, select See All Options....
    Reset Pin 2
  4. From the "Account" left side-bar, click Phone.
    Reset Pin 3
  5. Under the "Call Answering Rules" heading, select New Rule
    Out of office 1
  6. Enter a name of your choosing for the rule into the top field and from "Add Conditions" heading, select If automatic replies are turned on.  If desired, from the "Greeting and Prompts" heading, you may record a custom greeting for the rule by clicking Call the Play on Phone number to play or record a greeting for this call answering rule...  Once complete, select Save and Close at the bottom of the dialogue box.
    Out of office 2

Enable Call Answering Rules

You can use rules to create options for the people who reach your voicemail, such as giving them alternate numbers where they can reach you, or transferring their call to another number.
  1. Login to your UVic email account using the URL https://mail.uvic.ca/owa/.  Ensure that pop-ups are enabled for this site.
  2. From the Options tab located in the top right corner, select See All Options....
    Reset Pin 2
  3. From the "Account" left side-bar, click Phone.
    Reset Pin 3
  4. Under the "Call Answering Rules" heading, select New Rule
    Out of office 1
  5. Select a Condition for the rule. A dialogue box will appear where you may specify the details of the condition and the alternate phone number or transfer number you want OWA to provide to callers. OWA will play a text-to-speech recording for your callers of the text you type in this field.  Note: As you define actions, be sure to assign different numbers for your callers to press for each action, or the system won't be able to offer the action as an option.

    Out of office 3

Record a greeting for a secondary line in Better Voicemail

For those who have a single Better Voicemail account that handles voicemail from two different extensions, they can create a mailbox rule that plays a different greeting depending on which extension was originally dialed. For secondary line greeting set-up, follow these instructions:

  1. Login to https://mail.uvic.ca with your NetlinkID and password.
  2. In the top-right corner of the page, click Options > See All Options...
    Secondary line 1
  3. On left-hand navigation bar, select Phone.
    Secondary line 2
  4. In the tabs at the top, make sure that Voice Mail is selected.
    Secondary line 3
  5. Under “Call Answering Rules”, click New Rule.
    Secondary line 4
  6. Give the new rule a name in the “Name” field (Eg: Secondary Line Greeting).
  7. Under “Add Conditions” click If the caller dialed my phone extension…
  8. Select the secondary extension by click the check box to the left of it. Click Apply.
    Secondary line 5
  9. Click Save ad Close.
  10. Go back in and Edit the Rule once again by clicking Edit...
    Secondary line 6
  11. Click Call the Play on Phone number to play or Record a greeting for this call answering rule…
    Secondary line 7
  12. Enter the extension that you want the Voicemail system to call you at in order to record the greeting for the secondary line (eg: 3111). Click Dial.
    Secondary line 8
  13. The line on your phone that you entered will ring. Answer it and follow the voice prompts to record the greeting on your secondary line.
    a. Press 2 to record a new greeting.
    b. Record the greeting, then Press # (make sure to record an instruction to the caller to press # in order to leave a voicemail).
    c. Press 1 to accept.
    d. Hang up.
  14. Now your Call Answering Rule should look like this:
    Secondary line 9
  15. Click Save at the bottom of the webpage
    Secondary line 10
  16. Test it by dialing your secondary number and making sure that your new greeting plays.

Why does an incoming Microsoft Exchange Voicemail or Email message display with incorrect contact information?

A: Typically this is traced back to the information that is stored in your Microsoft Exchange Outlook contact information for that person.  Please review the contact information (name, mobile, home and/or office telephone numbers) and if this does not resolve your issue contact the UVic Help Desk (helpdesk@uvic.ca) for further investigation.