What kind of Exchange Voice Mail account do I have?
There are two types of Exchange Voice Mail accounts. Which one you have is determined by how you receive your e-mail. Please check with your system administrator.
Exchange Unified: If you use the ITCS Exchange Service for e-mail through Outlook (Windows), Entourage (Macintosh), or Outlook Web Access (OWA), and now voice mail has been added, you have an Exchange Unified account.
Exchange Voice Mail Only: If you do not use the ITCS Exchange Service for e-mail, you have an Exchange Voice Mail Only account. (You may also have a separate Exchange Calendar Only account.)
What is my Exchange voice mailbox quota?
Your quota is based on the type of account you have:
Exchange Unified: Starts at 500 MB which also includes your e-mail and calendar. Your voice mail will typically occupy less than 1/50 of that space. You can request a larger quota through your department.
Exchange Voice Mail Only: 10 MB, which allows you to store about 200 30-second messages.
What's the difference between PIN and Password?
Your PIN is used to access your Exchange mailbox from a phone. Your Password is used to access your Exchange mailbox from Outlook Web Access (OWA)—or from Outlook or Entourage, if you have a Unified account.
What other terms in Exchange Voice Mail do I need to know?
Other Exchange Voice Mail terms are:
E-mail Alias
If you have a Unified account, your e-mail alias is your uniqname.
If you have a Voice Mail Only account, your e-mail 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.
Client Software with Unified account:
Outlook 2003 or 2007 (for Windows)
Entourage 2004 or 2008 (for Mac)
Outlook Web Access (OWA)
Client Software with Voice Mail Only account:
Outlook Web Access (OWA)
E-mail service application (such as mail.umich.edu, Pine, Apple Mail, etc.) to receive copies of Exchange mail
Now that I have Exchange Voice Mail, what about my old voice mail?
Your old voice mailbox is deleted three days after your phone is connected to Exchange Voice Mail. It is important that you listen to any unread messages in your old mailbox before it is deleted, since your Message Waiting Indicator (MWI) may stay on if you do not.
Using a Phone
How can I change my phone PIN?
You can change your phone PIN at anytime.
Log on to your mailbox from your phone.
Say Personal Options or—if you use the keypad (Touchtone Interface)—press 6.
Can I set up my voice mail so that I don't need to enter my phone PIN?
No, because your phone PIN protects you by not letting anyone else listen to your messages.
Do I have to use the voice interface?
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.
Can I simplify checking voice mail from my cell or home phone?
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 have 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.
Can I forward unanswered calls from all my office phone extensions to my Exchange voice mailbox?
Yes. Please send a request to itcom.csr.evm@umich.edu for Forward University Extensions and list the extensions on your phone that you would like to forward to your mailbox when calls are unanswered.
Can I have callers transferred to my cell or other phone if I'm not available at my regular phone?
Yes. 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.
NOTE: If the forwarded phone is not in the University system, you will be billed for a local call or long distance charges. Calls not answered on that phone will be handled by the voice mail system on that phone.
Why doesn't the Message Waiting Indicator (MWI) on my phone work anymore?
The MWI feature is standard on Voice Mail Only accounts. If you have a Unified Account, you can see and listen to your voice mail in your Exchange e-mail Inbox.
Because of this, most people quickly realize they don't need the MWI. However, you can request this feature by sending e-mail to itcom.csr.evm@umich.edu. Be sure to include your phone number.
The Message Waiting Indictor on my phone is supposed to work but doesn't.
If you have Voice Mail Only or requested the MWI feature, you may have set your voice mail to be delivered to a different folder than your Inbox. Only voice mail and fax messages delivered to your Inbox (or a subfolder in your Inbox) will trigger the MWI.
If your voice mail is being delivered to your Inbox, and your MWI still doesn't work, please call (76)3-2000 (M-F, 8-4:30) to report the problem.
My Message Waiting Indicator stays on even though I don't have any new voice messages.
If your old mailbox has not yet been removed, you may have unread messages in it. Call the access number you previously used to clear them.
You also need to check your new mailbox for possible fax messages, since a fax will also trigger your MWI.
If your MWI stays on after checking both your old and new voice mailboxes, call (76)3-2000 (M-F, 8-4:30) to have your MWI reset.
I have a Voice Mail Only Account. When I delete my voice mail messages from my e-mail, the Message Waiting Indicator on my phone stays on.
The voice mail you see in your e-mail is a copy. The original message remains in your Exchange voice mailbox where it is considered unread. Until you open or delete messages and faxes using your phone or OWA, the MWI stays on.
Both to turn off the MWI and to avoid going over your voice mailbox quota, you should access the original messages by:
You can also set up a rule to delete your voice mail messages from your Exchange mailbox just after they are transferred to your e-mail mailbox. (See Setting Up a Rule to Delete Voice Mail Messages.)
Why do I see voice mail in my e-mail before the Message Waiting Indicator turns on?
A 10-20 second delay between receiving a message and the MWI turning on is normal.
I'm a College of Engineering Exchange Unified user. Why is the Message Waiting Indicator not available to me?
Engineering user accounts are in the Engin Active Directory domain, which is separate from the domain where Exchange exists, and the MWI application only works in one domain.
Why doesn't my Message Waiting Indicator work when I am using a POP3 e-mail client?
The POP3 protocol downloads messages, and in some cases deletes them, from the server (which is correct behavior for this protocol). Exchange Voice Mail via the telephone user interface (TUI) and MWI are correctly reporting that the user has no new messages because POP3 already accessed them and may have even removed them from the server. For this reason, you could have voice messages that you have not heard and you will need to regularly check previously read messages.
Please note: Some POP3 e-mail clients can be configured to leave items on the server when it downloads them, including voice messages. However, when it downloads them, it still marks them as read, which will prevent MWI from seeing the message as new.
Using Outlook Web Access (OWA)
What is OWA?
OWA is Outlook Web Access and it is the way you can connect to your Exchange mailbox using a browser on any networked computer.
How do I access OWA?
Using any web browser, connect to exchange.umich.edu. HINT: Internet Explorer 6 or later (Windows only) provides the best experience. OWA automatically opens your Inbox when you log on.
What web browser should I use?
If you have a Windows computer, you'll get the best experience using Internet Explorer (IE) 6 or later. If you prefer to use a different browser or use a Macintosh, you can only connect using OWA Light which offers fewer features.
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.
What is the difference between OWA Premium and OWA Light?
Using Internet Explorer, you can connect to OWA Premium and be able to:
reset your phone PIN if you have forgotten it.
use the Play on Phone feature that provides privacy by allowing you to play voice messages on a designated phone rather than through your computer's speaker.
turn off the Missed Call Notification option that notifies you in an e-mail message when someone has called but not left a message; the default setting sends the notification.
specify a folder—other than your e-mail Inbox—where your voice mail is delivered. NOTE: If you requested the Message Waiting Indicator feature, it will not work if your voice mail is not delivered to your Inbox.
Even with IE, if you have a slow Internet connection—such as with a traditional telephone modem—you may want to select the Use Outlook Web Access Light checkbox when logging on. Just remember that the Light version does not allow you to use the above features.
How do I use Play on Phone in OWA Premium?
You can 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.
Can Macintosh users access the advanced features of OWA Premium?
There are several virtual ways your Mac can connect to OWA Premium:
Using the ITCS Virtual Sites—no software purchase required:
Log in with your uniqname and UMICH Kerberos password.
In the Virtual Sites window:
If this is your first time at Virtual Sites, you'll want to download and install the free Microsoft Remote Desktop Connection. Refer to the right side of the Virtual Sites window. CAUTION! We recommend you do not download a Beta version.
Select the software option you want.
Adjust your connection speed, if necessary.
Click Request Connection and follow the prompts. HINT: The connection may take several minutes.
When you have the Windows screen on your Mac, click:
the Start button
Select Programs
Select Internet & Email
Select Internet Explorer
Connect to exchange.umich.edu and log on. You'll be using OWA Premium.
If you have an Intel Mac:
You can use BootCamp which is included with Leopard (Mac OS X 10.5) to boot up in a Windows operating system. NOTE: You must purchase Windows XP or Vista and, using BootCamp, install it on your Mac.
You can purchase virtual software that will allow you to simultaneously run Mac OS X and Windows on your Mac. You must also purchase Windows XP or Vista. NOTE: The U-M Computer Showcase sells both Parallels for Intel Mac virtual software, Windows XP, and Windows Vista.
Of course, you can always go to a Campus Computing Site to access your Exchange mailbox using OWA through Internet Explorer (IE) on a Windows PC.
Do I have to use OWA?
OWA is the best way for Voice Mail Only customers to connect to their Exchange Voice Mail mailboxes. Those Voice Mail Only customers who have copies of their Exchange mail forwarded to their e-mail mailboxes do not need to access OWA to listen to their messages. However, special voice mail features can only be set through OWA.
Using Outlook on a Windows PC
What is Outlook?
Outlook is the Windows client to access an Exchange e-mail and calendar mailbox or an Exchange Unified mailbox. The newest version is Outlook 2007. (Visit ITCS Exchange Service for additional information about Outlook.)
Should I upgrade from Outlook 2003 to 2007?
Although Outlook 2003 works well, Outlook 2007 offers some helpful advanced features. However, there are other issues to consider before upgrading to Office 2007, such as file format compatibility with others. For University-owned computers, we recommend you check with your system administrator for advice. For personally-owned computers, individuals can purchase Office 2007 at significant savings from the U-M Computer Showcase.
I have a Voice Mail Only account. Should I use Outlook to access my Exchange mailbox?
You can use Outlook, but this is not recommended and not supported for Voice Mail Only accounts. It's best to use Outlook Web Access.
Using Entourage on a Macintosh
What is Entourage?
Entourage is the Macintosh client to access an Exchange e-mail and calendar mailbox or an Exchange Unified mailbox. The newest version is Entourage 2008. (Visit ITCS Exchange Service for additional information about Entourage.)
Should I upgrade from Entourage 2004 to 2008?
Microsoft says that Entourage 2008 works much better with Exchange. Entourage 2008 is bundled with Microsoft Office 2008. You can install just Entourage 2008 if you're not ready to upgrade to all the Office 2008 applications. University-owned computers can be upgraded for no additional cost; check with your system administrator. For personally-owned computers, individuals can purchase Office 2008 at significant savings from the U-M Computer Showcase.
I have a Voice Mail Only account. Should I use Entourage to access my Exchange mailbox?
You can use Entourage, but this is not recommended and not supported for Voice Mail Only accounts. It's best to use Outlook Web Access.
Using a Separate E-mail Application
I have a Voice Mail Only account. Can I use my e-mail application to receive and listen to my voice mail?
Yes. Copies of your Exchange messages can be forwarded to youruniqname@umich.edu and you can open them in your designated e-mail application. Most e-mail programs will include your message as a sound file (.wav) that you must download and open with a sound or music player. CAUTION! With a Voice Mail Only account, deleting voice mail messages or attachments from within an e-mail program does not delete them from your phone mailbox, nor does it turn off the Message Waiting Indicator (MWI). To do either of those things, you must use your phone or OWA.
Working with Messages
How are messages removed from my Exchange Deleted Items Folder?
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 (Messages in Exchange Unified mailboxes will not be automatically removed).
Can messages that I have permanently deleted be restored?
When someone is trying to send me a fax, they hear my voice mail greeting. Is this normal?
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.
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?
You can set up a rule to delete your voice mail messages from your Exchange mailbox just after they are transferred to your e-mail mailbox. (See Setting Up a Rule to Delete Voice Mail Messages.)
