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  1. Phone Features and Information

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

18 days ago | Article no. 1039
 

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
       
    • 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