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ITS Networking & Telecommunications

Frequently Asked Questions

Exchange Voice Mail Accounts

Using a Phone

Using Outlook Web App (OWA)

Using a Mobile Device

Using a Separate Email Application

Working with Messages


Exchange Voice Mail Accounts

  1. What is my Exchange voice mailbox quota?

  2. Your quota is 10 MB, which allows you to store about 200 30-second messages.

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

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

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

  6. Other Exchange Voice Mail terms are:

    • Email Alias
      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 Voice Mail account:
      • Outlook Web App (OWA)
      • Email service application (such as M+Google, Pine, Apple Mail, etc.) to receive copies of Exchange voice mail.

     
  7. How do I set up Call Answering Rules?

  8. 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
     
  9. Can I set up the number zero in Call Answering Rules?

  10. 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.

     

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 (3-2000).

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

  16. 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.

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

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

     

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. 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. 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

    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. 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, Windows 7 or Windows 8:

    • 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. 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. How do I reset my OWA password?

  12. You need to email Networking & Telecommunications Customer Service at itcom.csr.evm@umich.edu to have your OWA password reset.

     
  13. How do I delete voice mail messages in OWA?

    1. Sign in to OWA. Your Inbox will open.
    2. Highlight the message you want to delete.
    3. Select Delete in the top menu or press the Delete key.
      The message is put into the Deleted Items folder.
      Note: You can set up a rule to delete your voice mail messages from your voice mailbox just after they are transferred to your email mailbox. See Setting Up a Rule to Delete Voice Mail Messages
    4. The system permanently removes deleted messages from the Deleted Items folder once a week on Saturday except for those messages put into the folder the day before. To permanently delete a message from the Deleted Items folder yourself, select the folder in the left menu; highlight the message and select Delete in the top menu or press the Delete key. You can also select Empty in the top menu to delete all messages in the folder.
     
  14. What is the difference between OWA Premium and OWA Light?

  15. 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).

     
  16. What is Play on Phone in OWA Premium?

  17. 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. In OWA, 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.

     
  18. Do I have to use OWA?

  19. Special voice mail features can only be set through OWA. Also, OWA provides an easy way to delete old messages.

     
  20. How do I change my time zone?

  21. To change your time zone:

    1. In OWA, click the Options button in the upper right corner.
    2. Select See All Options...
    3. Select Settings in the left side menu.
    4. Click the Regional Settings button.
    5. Verify your time zone (Eastern) and click Save.
     
  22. How do I disable missed call notification emails?

  23. 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.
     
  24. How do I disable voice mail text preview emails?

  25. 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.
     

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. 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.

     

Using a Separate Email Application

  1. Can I use my email application to receive and listen to my voice mail?

  2. If you uniqname is provided at the time your voice mailbox is set up, copies of your voice mail messages are 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 open with your computer's sound or music player.

    CAUTION! 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 voice mailbox just after it is transferred to your email mailbox.

    See Setting Up a Rule to Delete Voice Mail Messages

     
  3. Why do I no longer get copies of voice messages forwarded to my email?

  4. When a voice mailbox reaches its storage capacity (10 MB), forwarding stops. Both read and unread messages in your Inbox count toward the 10 MB capacity, as well as messages that have not been permanently deleted. (See How do I delete voice mail messages in OWA?)

     

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

  4. 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.

     
  5. 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?

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

    See Setting Up a Rule to Delete Voice Mail Messages