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Voice Mail for DC Metro, IL, IN, MA, NY and PA

 

Introduction

General Information About Your Voice Mail

  • Your mailbox stores up to 20 messages, each two minutes in length
     
  • A stutter dial tone indicates a message is waiting; a message light flashes if your phone has this capability
     
  • New messages are saved for 30 days; if a message is listened to and saved every 29 days, it can be saved indefinitely
     
  • If a message is not saved within 30 days, the message is deleted and moved to a trash folder for 14 days
     
  • Messages in the trash folder are accessible for 14 days, unless the message is restored or permanently deleted

User Quick Tips:

  • Access from Home: dial *98, enter your PIN, press #, follow prompts
     
  • Access Away from Home: dial home phone number, press #, during the greeting, enter your PIN, press #, follow prompts
     
  • Change PIN: from Main Menu, press 4:
    For security options, press 3
    To change your PIN, press 1
    Enter new PIN and press #
     
  • Change Greeting or Name:
    From Main Menu, press 3
    To set up a personal greeting, press 1 or  to select a system-generated greeting or to change your name
    Press 3 / Follow prompts

Resolution Steps

First Time Set-Up

    Voice mail first time set-up must be completed from your phone line at home

    • Dial *98.  A tutorial walks you through each step to:
       
      • Create a new PIN that is 6 to 20 digits by following these guidelines:
         
        • Cannot have more than 2 repeating digits (110022 is okay; 111000 is not)
           
        • Cannot match any part of the phone number (first 6 digits, last 6 digits, etc.)
           
        • Cannot be a sequence of numbers (12345, 54321)
           
        • Cannot be the same digit (111111, 999999)
           
      • Record a name announcement
         
      • Record a personal greeting or select standard greeting options
         
        • To update future greetings, press 3 from the greetings menu
           
        • Correct any announcements or messages

 

Check Messages from Home

    • Dial *98 or your home telephone number
       
    • At the prompt, enter your PIN and press #
       
    • Follow the prompts
       

 

Check Messages When Away from Home

     

    Voice Mail Guide

    Voice Mail Access Numbers

    Washington DC

    202-248-3333 and 202-248-8100

    Maryland

    301-915-3333 and 301-915-8100

    Virginia

    571-641-3333 and 571-641-8100

    Chicago, Illinois (Site 14, Co. 1)

    312-643-3333 and 847-213-3333

    Illinois (Site 14, Co. 2)

    331-529-8625

    Indiana (Site 14, Co. 3)

    812-916-8625

    Massachusetts

    617-948-3333 and 508-405-3333

    Manhattan, NY

    212-784-3333

    Queens, NY

    718-552-3333

    Greater Allentown Area

    610-351-6550

    Bangor, Pen Argyl and Easton, PA

    610-438-6550

    Philadelphia and Surrounding Areas, PA

    484-452-6550

     

    • Dial your telephone number OR the access number for your area
       
    • Press the star (*) key during the recorded greeting
       
    • At the prompt, enter your PIN and press #
       
    • Follow the prompts

 

Managing Messages

    • When listening to messages, follow these commands
       
      • To Save a Message: press 2
         
      • To fast-forward 5 seconds, press 99
         
      • To rewind 5 seconds, press 77
         
      • Press # to keep the current message and skip to the next message
         
      • Delete Message: press 3
         
      • To reply to a message, press 4
         
      • Press 0 for helpful hints

 

Delete a Message Permanently

    • When pressing 3 to delete a message, it is moved to a deleted messages folder
       
    • If the folder is not emptied, the mail box may say it is full even though there are no new messages
       
    • To permanently clear a deleted message:
       
      • Log into your voice mail as normal
         
      • Choose option 6 to play deleted messages
         
      • Press 3 to delete a message permanently
         

 

Reset PIN

    • If you forget your VM PIN or if you become locked out of voice mail, contact us for assistance
       

 

Troubleshooting Voice Mail

    1. Review set-up and usage instructions
       
    2. Identify the issue you are experiencing
 

Voice Mail Disabled

    PIN becomes locked when entered incorrectly five times: call us to reset the PIN
 

Incoming Calls Reach Answering Machine Instead of Voice Mail

    • You can choose to discontinue using your answering machine or set your answering machine to pick up after 6 or more rings
       
    • This enables voice mail to pick up before the answering machine:
       
 

Incoming Calls Reach Fax Machine instead of Voice Mail

    • Some fax machines can work with voice mail. Check your manual for instructions
       
    • Our voice mail is set to answer after 4 rings and can be changed as per your request
       
    • If changing the ring cycle does not resolve the issue, adding Distinctive Ring to your phone line may help
 

Voice Mail Box is Full

    Access voice mail using these instructions:
     
    1. Dial the access number or *98
       
    2. A message begins that says your mailbox is full 
       
    3. Quickly hit the ** (star) key twice, immediately.
       
    4. From here, you can enter your PIN and delete voice mail messages
 

Stuttered Dial Tone - Message Waiting Not Working

     
      When a message is waiting, you hear a stutter dial tone when you pick up the phone to dial

      If you are certain a message was left and you do not hear the stutter dial tone, contact us to assist with troubleshooting

       

     

Internal Information

Commercial Agent Steps

Financial Agent Steps

Management Steps