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ITS Networking & Telecommunications
Exchange Voice Mail
ITS no longer offers Exchange Unified Messaging, as most of the campus is migrating to Google email and calendar. The Unified Voice Mail User Guide is still available.

Frequently Asked Questions

Exchange Voice Mail Accounts

Using a Phone

Using Outlook Web App (OWA)

Using a Mobile Device

Using Outlook 2010 on a Windows PC or Outlook 2011 on a Mac

Using a Separate Email Application

Working with Messages

Exchange Voice Mail Accounts

  1. What kind of Exchange Voice Mail account do I have?

  2. By the fall of 2012, all ITS-provided voice mail will be Exchange Voice Mail Only. The unified component of ITS Exchange Unified Messaging will be disabled and voice mail will migrate to ITS Exchange Voice Mail Only as part of the process to migrate units to Google. The migration process will include adding forwarding to the new Voice Mail Only mailbox, so that voice mail messages go to the userís Google mailbox.

    There will be two types of Exchange Voice Mail accounts until all units are migrated to Google.

    • Exchange Unified: If you sign in to OWA with your uniqname. Unified Exchange accounts are linked to ITS Exchange Service email and calendaring.

    • Exchange Voice Mail Only: If you sign in to OWA using your 10-digit number as your user name. If you do not use the ITS Exchange Service for email, you have an Exchange Voice Mail Only account. (You may also have a separate Exchange Calendar Only account.)

    If you migrated to Google, you have Exchange Voice Mail Only. If you are using ITS Exchange Email, please check with your system administrator to be sure. In some cases, Voice Mail Only accounts are setup to forward to umich email address, so they appear to be Unified when they are not.

    3.  

  3. What is my Exchange voice mailbox quota?

  4. Your quota is based on the type of account you have:

    • Exchange Voice Mail Only: 10 MB, which allows you to store about 200 30-second messages.
    • Exchange Unified: Starts at 500 MB which also includes your email and calendar. Your voice mail will typically occupy less than 1/50 of that space. You can request a larger quota through your department.

    5.  

  5. What's the difference between PIN and Password?

  6. Your PIN is used to access your Exchange mailbox from a phone. Your Password is used to access your Exchange mailbox from Outlook Web App (OWA).

    7.  

  7. What other terms in Exchange Voice Mail do I need to know?

  8. Other Exchange Voice Mail terms are:

    • Email Alias
      If you have a Unified account, your email alias is your uniqname.
      If you have a Voice Mail Only account, your email alias is your 10-digit phone number.

    • Extension
      An extension is a 10-digit phone number.
      A U-M extension is a University of Michigan 10-digit phone number.

    • Access Number
      The number to call from anywhere to access your voice mailbox over the phone.
      • 5-4242 (734-615-4242) Ann Arbor
      • 3-6767 (313-583-6767) Dearborn
      • 4-5353 (810-424-5353) Flint

    • Client Software with Unified account:
      • Outlook 2007 or 2010 (for Windows)
      • Outlook 2011 (for Mac)
      • Entourage 2008 (for Mac)
      • Outlook Web App (OWA)

    • Client Software with Voice Mail Only account:
      • Outlook Web App (OWA)
      • Email service application (such as mail.umich.edu, Pine, Apple Mail, etc.) to receive copies of Exchange mail

    9.  

  9. How do I set up Call Answering Rules?

  10. Call Answering Rules let you tell the voice mail system how to handle your incoming calls. You can set the voice mail system to just answer your incoming calls and record a voice message, or you can set up conditions and actions so that incoming calls will be handled in a different way.

    Actions the Caller Can Select

    • Find Me
    • Transfer
    • Leave a Voice Message
      • Caller presses # to record a voice message
      • This rule is setup by default, but can be disabled
     

  11. Can I set up the number zero in Call Answering Rules?

  12. To allow callers to be forwarded to another phone by pressing zero, send a request to itcom.csr.evm@umich.edu for Personal Operator. In your recorded greeting, you will need to tell callers to press zero if they want to be forwarded to this other phone.

    13.  

  13. How do I leave a voice mail without ringing someone's phone?

  14. To leave a message in someone's Exchange voice mailbox without ringing their phone:

    1. Dial your voice mail access number
    2. If you are using your desk phone, press star (*) after hearing "Welcome"
      If you are using another phone, go to step 3
    3. After hearing "to contact someone," press #
    4. After hearing "if you know the extension," press #
    5. Enter the extension (10-digit phone number)
    6. Press # to compose and leave a message

    Note: If you do not press # to leave a message, it will start dialing the number.

    15.  

Using a Phone

  1. I forgot my phone PIN. What do I do?

  2. If you forgot your PIN, you will need to reset it through Outlook Web App (OWA).

    1. Sign in to the Outlook Web App.
    2. In the upper right corner, select See All Options....
    3. To the left, select Phone from the menu.
    4. Under Voice Mail, select Reset my voice mail PIN and follow the prompts.

    You'll receive an email message with a temporary PIN. When you log on to your voice mail with that PIN, you'll be asked to create a new PIN.

    If you need further assistance, call Networking & Telecommunications Customer Service (76)3-2000, M-F, 8-4:30.

    3.  

  3. How can I change my phone PIN?

  4. You can change your phone PIN at any time.

    Change PIN by phone:

    1. Dial access code and log on to your mailbox.
    2. Say Personal Options or Touchtone: Press 6.
    3. Press 3 and follow the prompts.

    Change PIN through OWA:

    1. Sign in to the Outlook Web App
    2. In the upper right corner, select See All Options....
    3. To the left, select Phone from the menu.
    4. Under Voice Mail, select Reset my voice mail PIN and follow the prompts.

    You'll receive an email message in the inbox with a temporary PIN. When you log onto your voice mail with the New PIN, the prompt will alert you to create a new PIN.

    If you are unable to change your password, or you use the light version of OWA, contact Networking & Telecommunications Customer Service (3-2000).

     

  5. Can I set up my voice mail so that I don't need to enter my phone PIN?

  6. No. Your phone PIN protects you by not letting anyone else listen to your messages.

    7.  

  7. Do I have to use the voice interface?

  8. The Voice (or Speech) Interface is the default interface on first use.

    You can change to the Touchtone Interface (temporarily for the current session) by pressing any key and then 0 (while in the Main Menu of the Voice Interface).

    Or, you can make the Touchtone Interface your new default by saying "Personal Options" and pressing 4.

    You can go back to the Voice Interface by pressing 6 (Personal Options) and then 4.

    9.  

  9. Can I simplify checking voice mail from my cell or home phone?

  10. Yes, you can avoid having to enter your 10-digit office phone number, but you'll still have to enter your PIN followed by the pound (#) key. Send a request to itcom.csr.evm@umich.edu for Forward Non-University Extensions and list the 10-digit phone numbers that you want to include this feature.

    HINT: From your cell phone and other phones configured for Forward Non-University Extensions, you can enter your password followed by the pound (#) sign anytime during the opening message.

    11.  

  11. Can I forward unanswered calls from all my office phone extensions to my Exchange voice mailbox?

  12. Yes. You can setup a Call Answering Rule and select the Leave a Voice Message action.

    13.  

  13. Can I have callers transferred to my cell or other phone if I'm not available at my regular phone?

  14. Yes. You can setup a Call Answering Rule and select the Transfer action.

    15.  

  15. Why doesn't the Message Waiting Indicator (MWI) on my phone work anymore?

  16. If you need the MWI feature, send a request to itcom.csr.evm@umich.edu.

    17.  

Using Outlook Web App (OWA)

  1. What is OWA?

  2. OWA is Outlook Web App and it is the way you can connect to your Exchange mailbox using a browser on any networked computer.

    3.  

  3. How do I access OWA?

  4. Use any supported web browser to connect to https://exchange.umich.edu/ and sign in. OWA automatically opens your Inbox when you log on.

    5.  

  5. How do I sign in to OWA?

  6. When you sign in to OWA:

    • Your User Name is your 10-digit phone number (no spaces or dashes)
    • Your Password is the OWA password you were assigned or the new password you selected at set up. If you can't remember your password, send email to itcom.csr.evm@umich.edu to have it reset

    If you still have a Unified Exchange Account, sign in using your uniqname and your current ITS Exchange password (also known as your Windows Active Directory Password).

    Select "Private" or "Public" Computer depending on the computer you are using.

    Do not select "Use the light version..." unless you are on a slow connection or are using a computer with unusually strict browser security settings. The light version includes fewer features.

    7.  

  7. What web browser should I use?

  8. To use the complete set of features available in Outlook Web App and the Exchange Control Panel, you can use the following browsers on a computer running Windows XP, Windows 2003, Windows Vista, or Windows 7:

    • Internet Explorer 7 and later versions
    • Firefox 3.0.1 and later versions
    • Chrome 3.0.195.27 and later versions

    On a computer running Mac OS X 10.5 and later versions, you can use:

    • Safari 3.1 and later versions
    • Firefox 3.0.1 and later versions

    On a computer running Linux, you can use:

    • Firefox 3.0.1 and later versions

    If you use a web browser that doesn't support the full feature set, Outlook Web App will open in the light version, which has fewer features (e.g. no PIN reset).

    9.  

  9. How do I change my OWA password?

  10. To change your OWA password:

    1. Sign in to the Outlook Web App
    2. Click Options button in the upper right corner
    3. Select Change Your Password
    4. Complete the form and click Save

    Your OWA password must be at least 9 characters long and contain three of the following items:

    • Lower-case letter
    • Upper-case letter
    • Number
    • Non-alphanumeric character, such as ! or #

    It may not contain your uniqname or name.

    11.  

  11. How do I reset my OWA password?

  12. If you have an Exchange Voice Mail Only account, you need to email Networking & Telecommunications Customer Service at itcom.csr.evm@umich.edu to have your OWA password reset.

    If you have an Exchange Unified account, you can reset your OWA password (also known as your Windows Active Directory password) on the web.

    • Go to RESET WINDOWS ACTIVE DIRECTORY PASSWORD
    • Before you get to this page, you may need to authenticate at U-M WEBLOGIN with your uniqname and UMICH Kerberos password.
    • At the Reset Windows Active Directory Password page, enter a new password, using the password guidelines shown in the HINT above.
     

  13. What is the difference between OWA Premium and OWA Light?

  14. If you have a slow Internet connection—such as with a traditional telephone modem—you may want to select the Use Outlook Web App Light checkbox when logging on. Just remember that the Light version does not allow you to use the as many features (e.g. PIN Reset).

    15.  

  15. What is Play on Phone in OWA Premium?

  16. You use Play on Phone when you want to designate a temporary phone to listen to your voice messages rather than listening to them on your computer. Click Play on Phone in the message window. Enter the number of the phone to dial (such as cell phone). Phone will ring and play message.

    17.  

  17. Do I have to use OWA?

  18. OWA is the best way for voice mail users to connect directly to their mailboxes. Those Voice Mail Only customers who have copies of their Exchange mail forwarded to their email mailboxes do not need to access OWA to listen to their messages. However, special voice mail features can only be set through OWA.

    19.  

  19. How do I change my time zone?

  20. To change your time zone:

    1. Click the Options button in the upper right corner.
      OWA Options
    2. Select See All Options...
    3. Select Settings in the left side menu.
    4. Click the Regional Settings button.
      OWA Regions
    5. Verify your time zone (Eastern) and click Save.
    21.  

Using a Mobile Device

  1. How do I listen to voice mail messages on my mobile device?

  2. Listening to your voice mail varies based on the type of device. Exchange voice mail is in MP3 format and has been tested on Android, BlackBerry, iPhone and Windows mobile devices.

    To configure the phone to synchronize with Microsoft Exchange:

    1. Sign in to the Outlook Web App
    2. Click the Options button in the upper right corner.
    3. Select See All Options...
    4. Select Phone in the left side menu.
    5. Select Mobile Devices and follow the instructions.
    3.  

  3. Can I have callers transferred to my cell or other phone if I'm not available at my regular phone?

  4. Yes. You can set up a Call Answering Rule.

    5.  

Using Outlook on a Windows PC

  1. What is Outlook?

  2. Outlook is the application used to access an Exchange email and calendar mailbox or an Exchange Unified mailbox. The newest version for Windows is Outlook 2010.

    Visit ITS Exchange Service for additional information about Outlook.

    3.  

  3. I have a Voice Mail Only account. Should I use Outlook to access my Exchange mailbox?

  4. This is not recommended and not supported for Voice Mail Only accounts. It's best to use Outlook Web App.

    5.  

  5. How do I disable missed call notification emails?

  6. To disable missed call notification emails:

    1. Click the Options button in the upper right corner.
    2. Select See All Options...
    3. Select Phone in the left side menu.
    4. Under Nonfictions, uncheck Send an email message to my Inbox when I miss a phone call.
    7.  

  7. How do I disable voice mail text preview emails?

  8. To disable voice mail text preview emails:

    1. Click the Options button in the upper right corner.
    2. Select See All Options...
    3. Select Phone in the left side menu.
    4. Under Voice Mail Preview, uncheck Include preview text with voice messages I receive.
    9.  

Using a Separate Email Application

  1. I have a Voice Mail Only account. Can I use my email application to receive and listen to my voice mail?

  2. Yes. Copies of your voice mail messages can be forwarded to youruniqname@umich.edu and you can open them in your designated email application. Most email programs will include your message as a sound file (.wav) that you can download and open with your computer's sound or music player.

    CAUTION! With a Voice Mail Only account, deleting voice mail messages or attachments from within an email program does not delete them from your voice mailbox. To delete messages from your voice mailbox, you can use your phone or OWA—or you can set up a rule to delete each voice mail message from your Exchange mailbox just after it is transferred to your email mailbox.

    See Setting Up a Rule to Delete Voice Mail Messages

    3.  

Working with Messages

  1. How are messages removed from my Exchange Deleted Items Folder?

  2. There are three ways messages in your Deleted Items Folder are removed:

    • You can set a rule to remove all deleted messages upon log off.
    • You can manually remove individual or all messages from your Deleted Items Folder.
    • The system will automatically remove deleted messages from Voice Mail Only accounts once a week on Saturday except for those messages put into the folder the day before.
    3.  

  3. Can messages I permanently deleted be restored?

  4. Please see Using Your Outlook/Exchange Service [Windows]: Deleting and Restoring Messages

    5.  

  5. When someone is trying to send me a fax, they hear my voice mail greeting. Is this normal?

  6. Yes. Advise senders not to hang up when they hear your greeting. After the greeting, your phone will respond to the fax tones and allow a connection.

    7.  

  7. I have a Voice Mail Only Account and I listen to all my voice mail messages on my computer—not on the phone. How can I keep my Exchange mailbox from filling up with "unread" voice mail messages?

  8. You can set up a rule to delete your voice mail messages from your Exchange mailbox just after they are transferred to your email mailbox.

    See Setting Up a Rule to Delete Voice Mail Messages

    9.