Voice Mail for Most Areas of TX

Brownwood, Early and Houston Residents: click the link for your instructions, below

• Brownwood and Early, TX
• Houston, TX

Setting up voice mail for the first time must be done from your home or business line

• Dial *86 and follow the steps in the tutorial
   
• The tutorial walks you through setting up a PIN, recording your name and setting up a greeting for your callers

PIN rules

• Must be at least 6 digits


• Can't be the same digit (ex 111111 or 444444)


• Can't have more than two repeating digits (ex 110022 is okay; 111000 is not)


• Can't be in numerical sequence (ex 123456 or 456789)


• Can't match any part of the phone number
   

Messages: allows messages up to 2 minutes in length with full mailbox limit of 50 minutes; holds messages for 60 days

Accessing Voice Mail from Home: 

• When accessing voice mail from your home / business, dial *86
   
• Press * (star key) during the greeting, enter your PIN and press the # key

Access Voice Mail Remotely

• To access voice mail when away from your home / business, dial your phone number
   
• When you reach voice mail, press * (star key) 
   
• You are prompted to enter your PIN; press # key
   
• When listening to messages, follow these steps to manage your messages:
   
  • Listen to your messages: press 1
  • Save a message: press #
  • Delete a message: press 7
  • Previous message: press 4
  • Next message: press 6
  • Skip backward: press 1
  • Skip forward: press 3
  • Pause / Resume: press 2

Telephone Feature Changes and Voice Mail Rings

The Default VM Pin is 9999

• Confirm voice mail is active on the line in ICOMS / BOLT
   
• Review access instructions 
   
• Verify customer is using the correct voice mail access number (if copper line)
   
• Identify the issue
   
  • Invalid PIN: Reset PIN
     
    • Digital Phone: reset in BOLT Phone Manager
       
    • Legacy Phone: enter TC Case below
       
  • Voice mail is Disabled (PIN becomes locked when entered incorrectly several times): reset the PIN
     
    • Digital Phone: reset in BOLT Phone Manager
       
    • Legacy customers: enter TC Case below
       
  • Calls reach answering machine instead of voice mail:
     
    • Customer prefers to use an answering machine instead of voice mail: Change VM rings to two more than the number of rings on the answering machine
       
    • Customer wants to use voice mail: discontinue use of answering machine or change VM cycle to 6 or more rings
        

• Calls do not reach voice mail when the line is busy or unanswered: troubleshoot to verify CFDA and CFB is on the line
   
  • All others - contact Voice Support when necessary
     
  • Digital phone - verify in Phone Manager
     
  • Incoming Calls Reach Fax Machine instead of voice mail
     
    • Some fax machines can work with voice mail. Customer must check manual for instructions
       

• Stuttered Dial Tone is Not Working: Customer is unaware a message is waiting
   
  • Contact Voice Support to ensure the mail box is built correctly/not locked out
     
• If troubleshooting steps do not resolve the issue, create Work Order or Technical Case in BOLT:
   
  • Fill out the information as described below and click Submit:
     

    Trouble Call or Tech Case:	Trouble Call
    Service Category:	Telephone
    Problem Description:	CL - Phone Feature Problem
    Phone Lines Affected	Choose phone line with issue
    Phone Issue:	voice mail
    Enter:	Contact Phone and Contact Name
    Notes:	Explain the issue