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Unity Voicemail Frequently Asked Questions

Using the new voicemail system

What do I need to when we move to the new system on October 2?

Be sure to access your voicemail on October 2:

  • Call in to voicemail on the new system even if you don't use the telephone interface for voicemail. You will need to set your PIN right away. Your PIN is a number you choose to log in to voicemail; it is similar to the password you use to access the legacy voicemail system. For instructions on how to access voicemail on the new system, see "How do I reach my voicemail in the new Cisco Unity voicemail system?" below.
  • Check your messages on the old system on October 2. University IT will start moving users from the old voicemail system to the new system on October 1 at 5 p.m. and should finish this work around midnight on October 1. On October 2, be sure to check the old system for any messages that might have arrived after 5 p.m. the night before. To check messages on the old system, dial 650-725-6553 and follow the voice prompts. Messages from the old system will be available until December 15, 2018.
How do I reach my voicemail in the new Cisco Unity voicemail system?

To reach voicemail from your desk phone or softphone:

  1. Press the messages button on your desk phone or dial your on-campus access number. The number you dial to access voicemail depends on the Stanford entity with which you are affiliated.
    • Important Note: If the Stanford telephone that you use to receive a call is not a Cisco phone (if it is an Avaya phone or an analog/non-digital phone), you must dial 5-8888 to access voicemail regardless of your Stanford affiliation.

      • Stanford University (SU): dial 5-7777.
      • Stanford Health Care (SHC): dial 7-4444.
      • Stanford Children's Health (SCH): dial 8-4444.
    • Stanford residential locations (such as Stanford West or University Terrace):  dial 5-8888.
  2. The system asks for your PIN. Enter your seven-digit phone number (your number without the area code), then press # (pound key).
  3. The system says that your PIN has expired, and prompts you to change your PIN.
  4. After you change your PIN, follow the voice prompts to manage your voicemail. For example:
    • To send a message, press 2.
    • To manage your messages, press 3.
    • To manage your settings, such as your voicemail greeting or recorded name, press 4.
    • To exit the system or pause a voicemail playback, press *.

To reach voicemail from outside of Stanford:

  1. Dial your external access number. The number you dial to access voicemail depends on the Stanford entity with which you are affiliated.
    • Important Note: If the Stanford telephone that you use to receive a call is not a Cisco phone (if it is an Avaya phone or an analog/non-digital phone), you must dial 650-725-8888 to access voicemail regardless of your Stanford affiliation.

      • Stanford University (SU): dial 650-725-7777.
      • Stanford Health Care (SHC): dial 650-497-4444.
      • Stanford Children's Health (SCH): dial 650-498-4444.
    • Stanford residential locations (such as Stanford West or University Terrace):  dial 650-725-8888.
  2. When the system asks for your ID, enter your ten-digit Stanford phone number (your number with the area code, such as 650-123-4567) then press # (pound key).
  3. The system asks for your PIN. Enter your seven-digit phone number (your number without the area code).
  4. The system says that your PIN has expired, and prompts you to change your PIN.
  5. After you change your PIN, follow the voice prompts to manage your voicemail. For example:
    • To send a message, press 2.
    • To manage your messages, press 3.
    • To manage your settings, such as your voicemail greeting or recorded name, press 4.
    • To exit the system or pause a voicemail playback, press *.

Note: If you dial the number for the old voicemail system (650-725-0000) after the move to the new voicemail system, the menu will tell you how to reach the new voicemail system.

How do I check voicemail from someone else’s desk phone or softphone in my organization?
  1. Press the messages button on the desk phone or dial the on-campus access number. The number you dial to access voicemail depends on the Stanford entity with which you are affiliated.
    • Important Note: If the Stanford telephone that you use to receive a call is not a Cisco phone (if it is an Avaya phone or an analog/non-digital phone), you must dial 5-8888 to access voicemail regardless of your Stanford affiliation.

      • Stanford University (SU): dial 5-7777.
      • Stanford Health Care (SHC): dial 7-4444.
      • Stanford Children's Health (SCH): dial 8-4444.
    • Stanford residential locations (such as Stanford West or University Terrace):  dial 5-8888.
  2. When the system asks for your PIN, press * (star key).
  3. The system asks for your ID. Enter your 10-digit Stanford phone number (your number with the area code, such as 650-123-4567) then press # (pound key).
  4. The system asks for your PIN. Enter the number, then press # (pound key).
  5. Follow the voice prompts to manage your voicemail. For example:
    • To send a message, press 2.
    • To manage your messages, press 3.
    • To manage your settings, such as your voicemail greeting or recorded name, press 4.
  6. To exit the system or pause a voicemail playback, press * (star key).
What are the menu options in the Cisco Unity voicemail system?
The menu options in the new voicemail system are similar to the menu options on the legacy system. Follow the voice prompts after you log in to the new voicemail system, or review the options on the Cisco Unity wallet card.
How do I change my name and greeting on the new voicemail system?

Your voice mailbox has six types of greetings. The two greetings most users set are:

  • The Standard greeting that callers hear before they leave you a message.
  • The Alternate greeting that tells callers that you will be away from work for an extended period of time, such as when you take a vacation.

To review other types of greetings:

  1. Press 4, Setup Options.
  2. Press 1, Change Your Greeting.
  3. Press 4 to play all your greetings.

Follow these steps to record your name and greeting, and to select which greeting you want callers to hear.

Record your name

Record your name to let callers know that they have reached the correct mailbox. To record your name:

  1. Connect to your mailbox.
  2. The system responds with the status of any messages in your mailbox and prompts you with the Main Menu selections.
  3. Press 4, Setup Options.
  4. Press 3, Change Preferences.
  5. Press 1, Change Recorded Name.
  6. Record your name at the tone.
  7. Press # after recording your name. The system plays back the recording.
  8. To save the recording, press *.

Record your personal greeting (standard greeting)

Your personal greeting lets callers know that they have reached the correct mailbox and hear a brief message from you. To record your personal greeting:

  1. Connect to your mailbox.
  2. The system responds with the status of any messages in your mailbox and prompts you with the Main Menu selections.
  3. Press 4, Setup Options.
  4. Press 1, Change Your Greeting.
  5. Press 1 to re-record your greeting.
  6. Record your greeting at the tone.
  7. Press # after recording your personal greeting. The system plays back your recording for your review.

Record your alternate (extended absence) greeting

Your alternate greeting lets callers know that they have reached the correct mailbox and hear a brief message from you. Often, this message specifies when you will return and provides contact information for the person or people who can help callers during your absence. To record your alternate greeting:

  1. Connect to your mailbox.
  2. The system responds with the status of any messages in your mailbox and prompts you with the Main Menu selections.
  3. Press 4, Setup Options.
  4. Press 1, Change your greeting.
  5. Press 2, Turn on alternate greeting.
  6. Set the end date and time for your alternate greeting:
    • Press 1 to set the end date and time.
    • Press # to leave the alternate greeting on indefinitely.
    • Press 0 for help.
  7. Press 1 to record your alternate greeting.
  8. Press 2 to turn off your alternate greeting, if needed.
  9. Record your greeting at the tone.
  10. Press # after recording your greeting. The system plays back your recording for your review.
  11. Press 1 to re-record your alternate greeting, if needed.
  12. To exit, press *.

Select your greeting

  1. Connect to your mailbox.
  2. The system responds with the status of any messages in your mailbox and prompts you with the Main Menu selections.
  3. Press 4, Setup Options.
  4. Press 1, Change Your Greetings.
  5. The system states which greeting is in effect, and gives you options to manage it.
  6. Select one of these options:
    • 1 Re-record your greeting
    • 2 Turn on alternate greeting
    • 3 Edit other greetings
    • 4 Play all your greetings
    • 0 Get help
    • * Exit
I am going on vacation soon. How do I set up an extended absence greeting?

To leave a extended absence voicemail greeting, you need to set up an alternate greeting in the Cisco Unity voicemail system.

Follow these steps to record your alternate greeting:

  1. Connect to your mailbox.
  2. The system responds with the status of any messages in your mailbox and prompts you with the Main Menu selections.
  3. Press 4, Setup Options.
  4. Press 1, Change Your Greetings.
  5. Press 2, Turn On Alternate Greeting.
  6. Set the end date and time for your alternate greeting:
    • Press 1 to set the end date and time.
    • Press # to leave the alternate greeting on indefinitely.
    • Press 0 for help.
  7. Press 1 to record your alternate greeting.
  8. Press 2 to turn off your alternate greeting, if you are not using it right away.
  9. Record your greeting at the tone.
  10. Press # after recording your greeting. The system plays back your recording for your review.
  11. Press 1 to re-record your alternate greeting, if needed.
  12. To exit, press *.

Follow these steps to turn on your alternate greeting:

  1. Connect to your mailbox.
  2. The system responds with the status of any messages in your mailbox and prompts you with the Main Menu selections.
  3. Press 4, Setup Options.
  4. Press 1, Change Your Greetings.
  5. The system states which greeting is in effect, and gives you options to manage it.
  6. Press 2, Turn On Alternate Greeting.
Can I receive and print faxes through the Cisco Unity voicemail system?
You can not receive and print faxes through the Unity voicemail system. Efax service is currently available for Stanford Children’s Health and Stanford Health Care users and can be requested from their respective IT organizations.  University IT will be offering Efax service early next year.

Using the new online voicemail portal

I currently forward my voicemail to email. Can I do this with the new Cisco Unity voicemail system?
If you currently forward your voicemail to email, this option will be set up in the new system. You do not need to do anything to continue to forward voicemail to email in the new system.  If you notice your voicemails are not being forwarded to your email, please submit a Help ticket for assistance.
How do I begin forwarding my voicemail to email on the new online voicemail portal?
To forward voicemail to email on the new online voicemail portal, currently you need to submit a request to the OrderIT portal or submit a Help ticket.

Accessing the old voicemail system

How do I access my legacy voicemail system messages, and how long are they available?
To access voicemail messages from the legacy system, dial 650-725-6553 and follow the voice prompts. Messages from the legacy system will be available until December 15, 2018.
Can I access my old voicemail messages through the legacy online voicemail portal after October 2?
Yes, the legacy voicemail portal will remain accessible from October 2 to December 15, 2018. Voicemail messages received on October 2 or later will be accessible on the new Unity voicemail portal.

Troubleshooting

I currently forward my voicemail to email, but this feature has stopped working for me. What can I do?
If you notice your voicemails are not being forwarded to your email, please submit a Help ticket for assistance.
I accidentally deleted a voice message. How can I retrieve it?

Deleted messages stay in the voicemail system for 15 days. To access deleted messages:

  1. In the main menu, select 3 - Review old messages.
  2. Select 2 - Deleted messages.

If you forward your voicemail to email, the deleted message will be in your email trash folder.

I can't access the new online voicemail portal. How can I get access?

If you can't access the portal, your voicemail ID might not be associated with your voice mailbox. To fix this, submit a request to the OrderIT portal or submit a Help ticket.

I tried logging in to voicemail with my PIN but I have been locked out. What should I do?

After three unsuccessful login attempts, the new system locks you out of voicemail. Contact the Service Desk to reset your PIN.

  • If you work at Stanford University, call 5-HELP (5-4357)or 650-725-4357.
  • If you work at Stanford Health Care or Stanford Children’s Health, call 4-HELP (4-4357) or 650-724-4357.
Last modified October 9, 2018