What kind of Exchange Voice Mail account do I have?
There are two types of Exchange Voice Mail accounts. Which one you have is determined by how you receive your e-mail. Please check with your system administrator.
Exchange Unified: If you use the ITCS Exchange Service for e-mail through Outlook (Windows), Entourage (Macintosh), or Outlook Web Access (OWA), and now voice mail has been added, you have an Exchange Unified account.
Exchange Voice Mail Only: If you do not use the ITCS Exchange Service for e-mail, you have an Exchange Voice Mail Only account. (You may also have a separate Exchange Calendar Only account.)
What is my Exchange voice mailbox quota?
Your quota is based on the type of account you have:
Exchange Unified: Starts at 500 MB which also includes your e-mail and calendar. Your voice mail will typically occupy less than 1/50 of that space. You can request a larger quota through your department.
Exchange Voice Mail Only: 10 MB, which allows you to store about 200 30-second messages.
What's the difference between PIN and Password?
Your PIN is used to access your Exchange mailbox from a phone. Your Password is used to access your Exchange mailbox from Outlook Web Access (OWA)—or from Outlook or Entourage, if you have a Unified account.
What other terms in Exchange Voice Mail do I need to know?
Other Exchange Voice Mail terms are:
E-mail Alias
If you have a Unified account, your e-mail alias is your uniqname.
If you have a Voice Mail Only account, your e-mail 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.
Client Software with Unified account:
Outlook 2003 or 2007 (for Windows)
Entourage 2004 or 2008 (for Mac)
Outlook Web Access (OWA)
Client Software with Voice Mail Only account:
Outlook Web Access (OWA)
ITCS e-mail service application (such as mail.umich.edu, Eudora, Pine, Apple Mail, etc.) to receive copies of Exchange mail
I liked the features in Message Center. What's different in Exchange Voice Mail?
You'll find most of the Message Center features, but you'll access them differently. Below is a chart to help you with the transition.
Message Center
Exchange Voice Mail
Transfer caller to another phone
Personal Attendant option can be set by user for several phones. For example:
Press 0 to reach my cell phone
Press 1 to reach my assistant
Press 2 to reach the receptionist
Personal Operator option can be set by ITCom Customer Service for one phone. For example:
Press 0 to reach my cell phone
Follow Me
(Transfer unanswered calls to one other designated phone)
Option can be set by user. If call is unanswered at second phone, it is transferred back to user's Message Center voice mail.
Not available*
Find Me
(Transfer unanswered calls to one, two, or three other designated phones)
Option can be set by user. If call is unanswered at other phones, it is transferred back to user's Message Center voice mail.
Not available*
Access mailbox without having to enter number, just PIN
Option can be set by user for several phones. (Called Direct Phone Access)
Option can be set by ITCom Customer Service for other phones such as home or cell phone. (Called Forward Non-U-M Extensions)
Receive and send fax
Both available.
Receive fax only.
Notification of message (Send notice when new message is in mailbox)
Rule can be set by user to send notice to e-mail, pager, or sms when a new message arrives in Message Center mailbox
Not available. See Delivery below.
Delivery of message
Rule can be set by user to send copy of a message to e-mail when it arrives in mailbox
All voice messages go to Exchange mailbox. An option can be set by ITCom Customer Service to send a copy of the message to another mailbox.
Compose a message
Can compose a voice message on phone or computer; can compose text message on computer to e-mail, pager, or sms.
Can compose a voice message on phone; can compose text message on computer.
Schedule settings
User can set up times and devices for messages to be received (or blocked)
Not available
*Simultaneous Ring (SimRing) may be set up on SL100 phones. If you work in multiple locations, the SimRing feature allows you to personally direct calls from your phone to up to five locations, including your cell phone and pager, all at the same time. With this feature, you are able to easily set up and change where your calls are directed. The feature is restricted to the local calling area.
Now that I have Exchange Voice Mail, what about my old voice mail?
Your old voice mailbox is deleted three days after your phone is connected to Exchange Voice Mail. It is important that you listen to any unread messages in your old mailbox before it is deleted, since your Message Waiting Indicator (MWI) may stay on if you do not.
Using a Phone
How can I change my phone PIN?
You can change your phone PIN at anytime.
Log on to your mailbox from your phone.
Say Personal Options or—if you use the keypad (Touchtone Interface)—press 6.
Then press 3 and follow the prompts.
I forgot my phone PIN. What do I do?
There are two ways to reset your PIN:
Through Outlook Web Access (OWA) using Internet Explorer 6 or later (Windows only):
Log on to exchange.umich.edu.
Select Options.
Select Reset PIN and follow the prompts.
You'll receive an e-mail 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.
Call ITCom Customer Service at (76)3-2000 (M-F, 8-4:30) and ask to have it reset.
Can I set up my voice mail so that I don't need to enter my phone PIN?
No, because your phone PIN protects you by not letting anyone else listen to your messages.
Do I have to use the voice interface?
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.
Can I simplify checking voice mail from my cell or home phone?
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 have 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.
Can I forward unanswered calls from all my office phone extensions to my Exchange voice mailbox?
Yes. Please send a request to itcom.csr.evm@umich.edu for Forward University Extensions and list the extensions on your phone that you would like to forward to your mailbox when calls are unanswered.
Can I have callers transferred to my cell or other phone if I'm not available at my regular phone?
Yes. 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.
NOTE: If the forwarded phone is not in the University system, you will be billed for a local call or long distance charges. Calls not answered on that phone will be handled by the voice mail system on that phone.
Why doesn't the Message Waiting Indicator (MWI) on my phone work anymore?
The MWI feature is standard on Voice Mail Only accounts. If you have a Unified Account, you can see and listen to your voice mail in your Exchange e-mail Inbox.
Because of this, most people quickly realize they don't need the MWI. However, you can request this feature by sending e-mail to itcom.csr.evm@umich.edu. Be sure to include your phone number.
The Message Waiting Indictor on my phone is supposed to work but doesn't.
If you have Voice Mail Only or requested the MWI feature, you may have set your voice mail to be delivered to a different folder than your Inbox. Only voice mail and fax messages delivered to your Inbox will trigger the MWI.
If your voice mail is being delivered to your Inbox, please call (76)3-2000 (M-F, 8-4:30) to report the problem.
My Message Waiting Indicator stays on even though I don't have any new voice messages.
If your old mailbox has not yet been removed, you may have unread messages in it. Call the access number you previously used to clear them.
You also need to check your new mailbox for possible fax messages, since a fax will also trigger your MWI.
If your MWI stays on after checking both your old and new voice mailboxes, call (76)3-2000 (M-F, 8-4:30) to have your MWI reset.
I have a Voice Mail Only Account. When I delete my voice mail messages from my e-mail, the Message Waiting Indicator on my phone stays on.
The voice mail you see in your e-mail is a copy. The original message remains in your Exchange voice mailbox where it is considered unread. Until you open or delete messages and faxes using your phone, the MWI stays on.
Both to turn off the MWI and to avoid going over your voice mailbox quota, you should access the original messages by:
Why do I see voice mail in my e-mail before the Message Waiting Indicator turns on?
A 10-20 second delay between receiving a message and the MWI turning on is normal.
Using Outlook Web Access (OWA)
What is OWA?
OWA is Outlook Web Access and it is the way you can connect to your Exchange mailbox using a browser on any networked computer.
How do I access OWA?
Using any web browser, connect to exchange.umich.edu. HINT: Internet Explorer 6 or later (Windows only) provides the best experience. OWA automatically opens your Inbox when you log on.
What web browser should I use?
If you have a Windows computer, you'll get the best experience using Internet Explorer (IE) 6 or later. If you prefer to use a different browser or use a Macintosh, you can only connect using OWA Light which offers fewer features.
I have a Voice Mail Only account. How do I change my OWA password?
Under the Options menu, scroll down to Password and click Change Password.
Follow the prompts.
HINT: Your OWA password must be at least 7 characters long and contain three of the following items:
a lower-case letter
an upper-case letter
a number
a non-alphanumeric character, such as ! or #
It may not contain your uniqname or name.
What is the difference between OWA Premium and OWA Light?
Using Internet Explorer, you can connect to OWA Premium and be able to:
reset your phone PIN if you have forgotten it.
use the Play on Phone feature that provides privacy by allowing you to play voice messages on a designated phone rather than through your computer's speaker.
turn off the Missed Call Notification option that notifies you in an e-mail message when someone has called but not left a message; the default setting sends the notification.
specify a folder—other than your e-mail Inbox—where your voice mail is delivered. NOTE: If you requested the Message Waiting Indicator feature, it will not work if your voice mail is not delivered to your Inbox.
Even with IE, if you have a slow Internet connection—such as with a traditional telephone modem—you may want to select the Use Outlook Web Access Light checkbox when logging on. Just remember that the Light version does not allow you to use the above features.
How do I use Play on Phone in OWA Premium?
You can 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. 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.
To access messages without additional authentication prompts, using Internet Explorer:
Under the Tools menu, select Internet Options
After selecting the Security tab:
select Local Intranet
click the Sites button
in the Local intranet window, click the Advanced button
in the new Local intranet window:
in the Add this website to the zone field, enter https://exchange.umich.edu
click Add
click Close
back in the original Local intranet window, click OK
Back in the Internet Options window, click OK
Can Macintosh users access the advanced features of OWA Premium?
There are several virtual ways your Mac can connect to OWA Premium:
Using the ITCS Virtual Sites—no software purchase required:
Log in with your uniqname and UMICH Kerberos password.
In the Virtual Sites window:
If this is your first time at Virtual Sites, you'll want to download and install the free Microsoft Remote Desktop Connection. Refer to the right side of the Virtual Sites window. CAUTION! We recommend you do not download a Beta version.
Select the software option you want.
Adjust your connection speed, if necessary.
Click Request Connection and follow the prompts. HINT: The connection may take several minutes.
When you have the Windows screen on your Mac, click:
the Start button
Select Programs
Select Internet & Email
Select Internet Explorer
Connect to exchange.umich.edu and log in. You'll be using OWA Premium.
If you have an Intel Mac:
You can use BootCamp which is included with Leopard (Mac OS X 10.5) to boot up in a Windows operating system. NOTE: You must purchase Windows XP or Vista and, using BootCamp, install it on your Mac.
You can purchase virtual software that will allow you to simultaneously run Mac OS X and Windows on your Mac. You must also purchase Windows XP or Vista. NOTE: The U-M Computer Showcase sells both Parallels for Intel Mac virtual software, Windows XP, and Windows Vista.
Of course, you can always go to a Campus Computing Site to access your Exchange mailbox using OWA through Internet Explorer (IE) on a Windows PC.
Do I have to use OWA?
OWA is the only way for Voice Mail Only customers to connect to their Exchange Voice Mail mailboxes. Those Voice Mail Only customers who have copies of their Exchange mail forwarded to their e-mail mailboxes do not need to access OWA to listen to their messages. However, special voice mail features can only be set through OWA.
Using Outlook on a Windows PC
What is Outlook?
Outlook is the Windows client to access an Exchange e-mail and calendar mailbox or an Exchange Unified mailbox. The newest version is Outlook 2007. (Visit ITCS Exchange Service for additional information about Outlook.)
Should I upgrade from Outlook 2003 to 2007?
Although Outlook 2003 works well, Outlook 2007 offers some helpful advanced features. However, there are other issues to consider before upgrading to Office 2007, such as file format compatibility with others. For University-owned computers, we recommend you check with your system administrator for advice. For personally-owned computers, individuals can purchase Office 2007 at significant savings from the U-M Computer Showcase.
I have a Voice Mail Only account. Should I use Outlook to access my Exchange mailbox?
No. You can only use Outlook Web Access.
Using Entourage on a Macintosh
What is Entourage?
Entourage is the Macintosh client to access and Exchange e-mail and calendar mailbox or an Exchange Unified mailbox. The newest version is Entourage 2008. (Visit ITCS Exchange Service for additional information about Entourage.)
Should I upgrade from Entourage 2004 to 2008?
Microsoft says that Entourage 2008 works much better with Exchange. You can install just Entourage 2008 if you're not ready to upgrade to all the Office 2008 applications. University-owned computers can be upgraded for no additional cost; check with your system administrator. For personally-owned computers, individuals can purchase Office 2008 at significant savings from the U-M Computer Showcase.
I have a Voice Mail Only account. Should I use Entourage to access my Exchange mailbox?
No. You can only use Outlook Web Access.
Using a Separate E-mail Application
I have a Voice Mail Only account. Can I use my e-mail application to receive and listen to my voice mail?
Yes. Copies of your Exchange messages can be forwarded to youruniqname@umich.edu and you can open them in your designated e-mail application. Apple Mail provides a sound player within the message so that you can easily listen to voice mail. This is the same experience Outlook, Entourage, and Outlook Web Access (OWA) users have. Most other e-mail programs will include your message as a sound file (.wav) that you must download and open with a sound or music player. CAUTION! With a Voice Mail Only account, deleting voice mail messages or attachments from within an e-mail program does not delete them from your phone mailbox, nor does it turn off the Message Waiting Indicator (MWI). To do either of those things, you must use your phone or OWA.
Working with Messages
How are messages removed from my Exchange Deleted Items Folder?
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 Delete 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 (Messages in Exchange Unified mailboxes will not be automatically removed).
Can messages that I have permanently deleted be restored?
