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Voicemail System Replacement, Frequently Asked Questions
- How will I check my voicemail after September 3?
- How do I check Audix?
- Is Telecom going to migrate my recorded name, greetings, and/or voicemail from Audix to the new voicemail system?
- How similar are the telephone button presses on callXpress to those on Audix?
- What are the differences people will notice between Audix and the new system?
- How long can I keep voicemail messages?
- Where's the documentation?
- What does the web interface do?
- How do I set up Email notification on callXpress?
- How can I tell what extension left a voicemail message?
- What if a voicemail account hasn't been initialized in callXpress by Sept. 3?
- What's the timeline of events on replacing Audix?
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- How will I check my voicemail after September 3?
The same way you currently check voicemail now. The new system will be reachable via the usual 6-1111 number once it goes "live" on the evening of September 3. You will need to login a little differently than you're used to with Audix:
- When prompted, enter just your 5-digit UO mailbox number (do NOT enter a # key like you'd do in Audix).
- When prompted for your password, enter just the new 6-digit (minumum length) password you entered when you set up your callXpress account. Your 4-digit Audix password will not work in the new system. Again, no # key required after you enter your password.
If you have any troubles checking voicemail on the new system, call us at 346-3198 and we'll help walk you through the process.
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- How do I check Audix?
Note that Audix will be unavailable (decommissioned) after 12/1/08. To check Audix:
- Dial 6-2222, the new number for Audix (or if you are calling from off-campus, 346-2222). Listen to the message, and it will connect to Audix, or press 2 at any time.
- Dial your phone extension and the # key.
- Dial your Audix passcode and the # key (most likely a 4-digit code, do NOT enter your new callXpress passcode).
- To get messages, press 2, otherwise follow the menu to make your desired choice.
Remember though, that your voicemail messages will no longer go to Audix. Audix will only retain the messages which have been saved prior to the cutover.
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- Is Telecom going to migrate my recorded name, greetings, and/or voicemail from Audix to the new voicemail system?
Audix is old enough that the audio format is non-standard, so there's no practical way we can migrate any of these. Thus we're asking everyone with a voicemail account to call the new system and run through the account setup tutorial, which sets up your name, password, and greeting. This process is called "initializing" the account.
Finally, follow this link for information on what behavior to expect for uninitialized voicemail boxes.
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- How similar are the telephone button presses on callXpress to those on Audix?
The very basic commands, which include such things as sending, getting, and responding to messages, are the same. The button presses start to diverge when it gets to system preferences and recording greetings which are 2 or 3 menu levels in. The login sequence is also a bit different (it's described in question #1, above).
The Telecom callXpress quick reference shows the button sequences for most common tasks. The AVST document has the complete listing. Please print a copy of one or both to have on hand:
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- What are the differences people will notice between Audix and the new system?
(Also available as a document you can download and print  here)
| Audix |
callXpress |
| 4-digit password minimum |
6-digit password minimum |
| Logging in: enter extension then # (or from own phone just #) before password prompt |
Always enter 5-digit extension, never enter a # key after extension. |
| up to 9 greetings |
2 greetings (normal and out of office) |
| To skip a long greeting, press 1 |
To skip a long greeting, press # |
| *T from within Audix to transfer to another extension |
not available |
| **N for Audix "Names" directory |
not available |
| Message Manager software |
not available, but the licensed web Inbox provides a similar function |
| can generate voicemail lists on demand |
Telecom needs to assign you lists, then you can manage them as you wish |
| not available |
web interface to voicemail settings |
| not available |
web interface to voicemail messages (licensed feature) |
| similar functionality |
phone notification |
| not available |
email notification |
| Voicemail transfer using #89 feature access code |
Does not work in callxpress. See "Transfer to 1-1111", next, for a workaround |
| Guest messaging: transfer to 6-1111, enter extension for which you are leaving voicemail, and password "5454" |
transfer to 1-1111 (note, all 1's), enter extension for which you are leaving voicemail, no password required. |
To recap the more noticable changes:
- Longer password in callXpress.
- In Audix, if you're logging in from your own phone set, you can press # then your password (or your extension then #).
In callXpress, you have to enter your extension every time (even from your own phone) and never enter a # after your extension.
- Audix lets you generate voicemail lists as you need them.
In callXpress we (Telecom) need to assign you some empty lists before you can start to use them.
There's no fee or charge, simply contact Telecom (contact info at the bottom of the page) and let us know you need some lists.
- Audix has up to 9 greetings, callXpress effectively has your normal greeting and your out of office greeting (that's it). But, it will remind you that your out of office greeting is active, so you won't forget it's set that way. The next release of callXpress will have more available greetings, likely that will be available Summer 2009.
- To skip a greeting, in Audix you'd use "1". In callXpress you press "#".
Some deficiencies in callXpress:
- After you listen to a voicemail message, Audix would prompt you to press 1 to forward or reply to a message. callXpress does not have that prompt. Pressing "1" after listening to a message gives you that option but you're never prompted with that information. Instead, you just hear options to press "*3 to delete or # to save and skip".
- callXpress does NOT include the extension number in the voicemail header for calls originating at the UO. That is, you hear "9:25 AM message from John Doe" not "9:25 AM message from John Doe, extension 6-1101".
We have requests in to the vendor to correct these deficiencies, but no response yet on when we can expect those fixes.
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- How long can I keep voicemail messages?
Default messsage retention in callXpress is currently set to 20 days.
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- Where's the documentation?
http://telecom.uoregon.edu/voicemail will have links to documents such as the quick reference guides (also, see links above).
From the telephone interface, *H (or *4) will provide help, as in Audix.
From the voicemail web interface, there are links to documents stored therein.
We also have the vendor creating some custom end-user documentation in the form of an online tutorial, which will be posted at the pages listed above once we receive it.
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- What does the web interface do?
Any voicemail account holder can login to the web interface to perform tasks such as: set voicemail preferences, set up notifications when new voicemail arrives, and manage voicemail lists (if any). Some of these functions are easier done on the web than via the telephone. The following features are accessible to all voicemail account holders:
- Voicemail notification (to your Email or phone). Also voicemail as Email attachment.
- Password ("Security Code") change.
- List management.
- Change basic voicemail preferences (envelope info, playback order, etc.).
*Note* for security reasons the web interface is available only from UO networks.
In addition, if your voicemail account is licensed for this feature, your voicemail messages will appear in an Inbox tab on the voicemail home page, as it does in the image below:
In the picture above, there are two voicemail messages in the Inbox, one from a UO staff member at extension 61011 and one message from an outside caller.
These voicemail messages can be listened to from the web using any of three formats:
- Audio streaming to your PC's speakers,
- A phone call to you at a campus extension or a local Eugene phone number, or
- As a .wav format file download (which typically plays in iTunes or Windows Media Player on your computer).
Telecom must enable the Inbox feature and will charge $1/month to cover the cost of the license. As with other phone services, please have your department phone coordinator request this feature for your voicemail account.
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- How do I set up Email notification on callXpress?
Go here for detailed instructions on setting up your Email notifications through callXpress.
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- How can I tell what extension left a voicemail message?
In the Audix message headers, you're told the extension from which a message was sent, for example "from Jane Doe at extension 60000".
callXpress just includes the name "from Jane Doe".
We are requesting the vendor modify this behavior, because the extension is useful. In the meantime, there are a couple of ways to get the extension from which a message was sent:
- Turn on email notification, click here for instructions on setting this up.
- If your account is licensed for the Inbox (see previous question above), you'll see the extension listed in any new messages
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- What if a voicemail account hasn't been initialized in callXpress by Sept. 3?
Remember, the initialization process (aka setup tutorial) sets up an account password, recorded name, and greeting.
If an account is not initialized, callXpress will still accept voicemail for the account, but the caller will hear, rather than a user's recorded greeting, the following; I use a call to 61011 as an example:
"Extension 61011 has not been activated. To transfer to the operator, press 0. Or at the tone, begin recording your message."
The transfer to the operator (pressing 0) goes to the same extension the voicemail account currently "zero's out" to in Audix, we were able to import that information from Audix. That is, if a "0" press in Audix for extension 61011 goes to 61017, the behavior is the same in callXpress. Else, the caller can leave a voicemail for this extension if s/he desires.
When the account holder eventually dials in to receive messages, the account setup tutorial must be completed first before messages may be retrieved.
We realize some accounts are not going to be set up by 9/3. Here are some options if the behavior just described will be problematic:
- Have someone who works with the account holder in question (the department phone coordinator or other coworker) run through the account setup tutorial for the missing staff, leaving a greeting as appropriate "This is the voicemail account for Jane Doe, who is out of the office until September 23rd. Please leave a message..."
- Contact Telecom Services and we can initialize the account with a greeting. Please fill out the web form here to request this service, it'll allow us to get complete information, track this request, and schedule this work. Note we will postpone doing this until just before the cutover, in order to allow the actual account holder the longest opportunity to complete the setup process.
In either of the above two options, we recommend the account be set up as close to 9/3 as possible, in case the user in question has a chance to dial in and set up her own account.
Telecom can reset the account when the employee is back so the setup tutorial process may be completed by the employee.
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- What's the remaining timeline of events on replacing Audix?
- Auto-attendant migration (ongoing).
- Audix decommissioned, December 1 (approx).
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If you have questions to add to this page or have comments, please email them to Telecom.
For more information:
Or contact Telecom Services at the information listed below.
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