myGotVMail User Manual
Contents
1. F to have Usage Statistics sent to a fax machine Caller ID Settings To change your caller ID settings for a particular mailbox 1 Press E from the User Options menu 2 Press fj to have the number dialed display on the caller ID E to have the caller s number diaplay on the caller ID Message Sorting To change the order your messages are played for a particular mailbox 1 Press Jj from the User Options menu 2 Press JEJ to have the most recent message play first E to have the oldest message play first GotVMail Communications Virtual Phone System User Manual v7 0 Copyright 2007 GotVMail Communications LLC All rights reserved GoTWMaiL Voicemails and Faxes To Access Voice and Fax Messages via Phone 1 Call your account number followed by EJ 2 Enter your 3 digit extension followed by EJ 3 Enter your PIN 4 Press Voicemail Options If you have messages you will hear the number of new and old messages currently in your box 1 Press EJ to access your message box 2 Press El again to listen to current messages NOTE When you access your voice messages playback will automatically begin if there are any new messages in your mailbox Voicemail Navigation Save the current message Delete the current message Reply to the sender or return call Get CallerlD information without date time stamp Copy to another GotVMail subscriber Replay the message Get CallerlD information with date time st2. From 128 South take exit 15A To repeat these directions press To return to the previous menu press 9 At anytime you may press press 701 for Sales 702 for Customer Support or press 0 for the operator VME 3 Leg 02 From 93 North take exit 8 To repeat these directions press To return to the previ ous menu press 9 At anytime you may press press 701 for sales 702 for customer support or press 0 for the operator GotVMail Communications Virtual Phone System User Manual v7 0 Copyright 2007 GotVMail Communications LLC All rights reserved Main Greeting Mailbox Name Main Greeting Mailbox Greeting Thank you for calling ABC Company If you know your party s extension please dial it now or dial 8 for the Dial by Name directory For sales press 1 For customer support and billing press 2 For directions to our office press 3 Otherwise please press 0 for the operator To hear these options again please hold Mailbox Name Operator Accessed By Pressing 0 Forwards To Lisa s Cell Phone and then if no answer to John s Office If no answer the caller will hear the Operator Mailbox Greeting and can either leave a message or transfer to another extension Mailbox Greeting Thank you for calling ABC Company All represen tatives are assisting other custom ers Please leave your name and number and a representative will return your call shortly Li
3. E from the Follow Me menu to setup the Follow Me features 3 Press EJ from the Follow Me menu to change what callers hear when arriving at your mailbox Press i to have callers hear your arrival message Press P to have callers hear on hold music instead of your arrival message Press EJ to have callers hear ringing instead of on hold music or your arrival message Priority Number Settings In order to set Follow Me features you must first select a priority number to setup After pressing J from the Follow Me menu you will be asked to enter a priority number Press E to K with E being the first number that your mailbox will call when attempting locate you for a live call which will bring up the Priority Number Settings If no numbers are setup or callers are calling outside office hours or you have the Follow Me feature turned off then the caller will be transferred into voicemail GotVMail Communications Virtual Phone System User Manual v7 0 Copyright 2007 GotVMail Communications LLC All rights reserved Priority Number Options l Select a phone number Il Select days of the week for the number to be active Ill Select times of the day for the number to be active Select a Phone Number To setup the phone number for a specific priority enter area code and phone number You will be read the number and provided with Answering a Live Call options 1 Call Screening Plays the caller s name before choosing to accept the
4. GotVMail phone functionality such as how to log into your mailbox what you can do while listening to a message and how to handle incoming calls GotVMail Quick Access Card How to Log Into Your Mailbox Step 1 Call your account number and press Step 2 Enter your extension followed by EJ Step 3 Enter your PIN and dial EJ Message Functions Save the message K Copy to another GotVMail Subscriber Delete current message Replay the message Reply to sender or return call E Get Caller ID with time stamp Get Caller ID without time stamp EJ Skip and save as new Before You Answer an Incoming Call E Accept the Call A Send the caller to voicemail EJ Hear the caller s phone number heh In Bound Call Place the caller on hold TT the call Return to the call Blind transfer Supervised transfer End the call GotVMail Communications Virtual Phone System User Manual v7 0 Copyright 2007 GotVMail Communications LLC All rights reserved GoTWMaiL GotVMail Reference Guide The following is a list of all the menus and sub menus for the GotVMail phone system Fax On Demand admin Press J from the Main Menu Send a broadcast fax function not currently available Store or delete a document To access the mailbox menu call your account number dial EJ enter the mailbox E if calling from a fax machine number followed by EJ or press EJ without a mailbox number to access the Main Menu Record greetings and enter your passw
5. any mailbox please contact GotVMail Customer Support at 1 800 820 8210 You can record questions once Q amp A has been activated How to Record Questions 1 Call your account number 2 Press E to enter subscriber mode 3 Enter your 3 digit mailbox number followed by EJ NOTE This mailbox must have Q amp A activated 4 Dial EJ to access greetings 5 Dial the 3 digit question number 000 001 etc you would like to record or re record Question 000 is the main greeting before questions are asked Use this recording as an introduction Q amp A Question Tree Sample Question 000 Thank you for your interest in ACME Mortgage To have a representative contact you please answer the following 4 questions Press after each question to proceed Question 001 What is your first and last name Question 002 What is your current mortgage rate Question 003 How much money do you owe on your home Question 004 What is your annual income Question 005 Finally please say your telephone number after the tone followed by Thank you for calling ACME Mortgage Services GotVMail Communications Virtual Phone System User Manual v7 0 Copyright 2007 GotVMail Communications LLC All rights reserved GoTWMaiIL GotVMail Quick Access Card This Quick Access Card below is designed to be printed cut out and stored in your wallet briefcase or organizer It provides the key strokes for basic
6. back on hold or transferring to another mailbox into voicemail While on a live call you can place the caller on hold with music by pressing EJ twice e Call Announce You are notified of a caller on hold and can choose to accept the call Options After Putting Caller Back On Hold e Days Check the box for each day that you want calls forwarded to this number E Return to the call E Transfer the call to another extension EJ End the call e Start Time Enter the start time for this number to be called e End Time Enter the end time for this number to be called There are two types of transfers that you can make Blind Transfer The call is automatically transferred Supervised Transfer You can speak to the party to which you are transferring the call prior to Click the Update Button when finished to save your changes NOTE To turn off the follow me feature for the entire day set your open time to 1 00 am and close time to 1 01 am completing the transfer For 24 7 forwarding set both open and close times to 12 00 am The only time close time can be 12 00 am is if start To complete a transfer you must press E twice time is also 12 00 am otherwise the maximum close time is 11 59 pm NOTE For International Call Forwarding a Credit Card Authorization form must be on file You may download this form from http support gotvmail com GotVMail Communications Virtual Phone System User Manual v7 0 Copyright 2007 GotVMail Co
7. call 2 Direct Connect Instant transfer without screening 3 Announcement Announces a caller is on hold and asks whether to accept the call For more information about what each type of in bound call type does see the following Call Screening Announce section When you are finished entering the phone number and selecting the Call Announce option press to set additional features or EJ toreturn to the Follow Me main menu Il Select Days of the Week E Everyday leek days only Week days only ndividual Days EJ Individual Day E Sunday pj Monday Ey Tuesday PJ Wednesday E Thursday fj Friday Saturday NOTE To set additional individual days you must return to the previous menu Ill Select Times of the Day e Enter a time for the After Hours greeting to start use two digits e g enter 0230 for 2 30 for the hours and minutes and then select a time of day fam Am e For 24 hour operation you can press 0000 GoTWMaiIL Live Call Forwarding Call Screening Announce Options Online Access for Phone Access see pg 8 for Live Call Forwarding While being forwarded the caller is placed on hold with music while the system tries to Follow Me Options locate you utilizing your Follow Me call forwarding options There are six numbers that you can set These priority numbers determine the There are three types of incoming calls based upon your Follow Me settings order by which your mailbox will attempt to forward callers to y
8. hear ringing instead of on hold music or your arrival message Live Call Options While on a Phone Call EJEJ Place caller on hold E Return to the call E Transfer the call to another extension i Blind transfer E Supervised transfer Main Greeting Examples Main Greeting Thank you for calling ABC Company If you know your party s extension you may dial it at any time For sales press 1 for support press 2 for billing press 3 or for the operator press 0 Main Greeting with Dial by Name Directory Thank you for calling ABC Company If you know your party s extension you may dial it at any time or dial 8 for the Dial by Name Directory For sales press 1 for support press 2 for bill ing press 3 or for the operator press 0 Mailbox Greeting Thank you for calling ABC Company Your call is important to us Please leave your name and number and a representative will call you back shortly Main Greeting with VME Thank you for calling ABC Company If you know your party s extension you may dial it at any time or dial 8 for the Dial by Name Directory For information about our company press 1 for sales press 2 for support press 3 for billing press 4 or for the operator press 0 Caller dials 1 For information about our services press 1 for directions to our office press 2 for hours of operation press 3 To repeat this menu press to go back to the previous menu press 9 To t
9. no answer to your Home Phone If Call Forwarding is off or you don t answer the caller hears 703 s Mailbox Greeting and is placed into your voicemail Step 1 Setup your Main Mailbox Main Greeting 1 Call your account number 2 Dial 3 Dial 4 Dial your PIN 5 Dial EJ to enter Automated Setup options You will be prompted to g Record Main Mailbox Greeting or Name Access Fax Messages EJ Manage User Options D Make an outbound call Virtual Calling Card required e Setup After Hours Schedule Optional 6 To make changes to your Main Mailbox after the Automated Setup you can choose the following e Record Main Mailbox Name callers will not hear this LEJ save J re record e Record Main Mailbox Greeting LE save Efl re record Step 2 Setup individual Extensions Mailboxes 1 Call your account number 2 Dial EY 3 Dial your 3 digit extension 70 followed by EJ 4 Dial your PIN 5 Automated Setup prompts you to e Setup Live Call Forwarding Options Optional 6 To make changes to your extension after the Automated Setup you can choose the following options EJ Record Mailbox Greeting or Name Listen to Voicemail and Fax Messages EJ Manage User Options E Setup Live Call Forwarding Options I Make an outbound call Virtual Calling Card e Record Mailbox Name e g sales Callers will hear this LEJ save EJ re record e Setting a New PIN LEJ save
10. or Dial E for Conference Call Virtual Calling Card You have the ability to make an outbound call from your GotVMail mailbox To make an out bound call 1 Enter the area code and phone number you want to call 2 To end the call or put the caller on hold press i twice Conference Call Options You can conference up to 9 people 10 including yourself per call To make a conference call 1 Enter the area code and phone number you want to conference in 2 Dial El to add additional parties 3 Dial E to start the conference 4 The parties will be called and notified of the conference Your mailbox name will be played and the parties can accept and enter the conference by pressing E 6 To end the call press E twice To Activate Calling Card amp International Dialing on Specific Mailboxes 1 Login to www myGotVMail com as the administrator 2 Click on System and select Mailbox Manager 3 Check the mailboxes you wish to activate virtual calling card and international dialing for GotVMail Communications Virtual Phone System User Manual v7 0 Copyright 2007 GotVMail Communications LLC All rights reserved 14 GoTWMaiIL Forwarding Messages to Other Extensions To Copy Forward a Message to Another Extension 1 Call your account number followed by Ej to enter the Subscriber mode 2 Enter your extension followed by EJ 3 Enter your PIN 4 Dial to access your messages 5 Listen to messages To Copy Forwa
11. that identifies the fax When you have called from a fax machine and are ready to store your docu ment you will need to enter the three digit number and press EJ You can use any 3 digit number you want and store up to 15 documents Once you have accomplished that you can press the Start Button on your fax machine to store the document To delete a document enter the document number you want to delete followed by EJ GotVMail Communications Virtual Phone System User Manual v7 0 Copyright 2007 GotVMail Communications LLC All rights reserved 12 GoTWMaiIL After Hours Schedule Phone Access for Online Access see pg 14 After Hours Schedule Options The After Hours greeting is what callers will hear when calling your toll free or local GotVMail number outside of your specified hours of operation After callers hear this greeting which can include information such as office or store hours or after hours contact information they can perform the same functions they could if calling during normal business hours After Hours Setup Menu 1 Call your Account Number and press EJ to enter Subscriber mode 2 Press EJ to enter the Administrator mode 3 Enter your PIN 4 Press EJ to access the Manage Greetings Menu 5 Press EJ to setup After Hours Select an After Hours Setup Option A E Record a new after hours greeting B E Set After Hours mode schedule c EJ Turn on After Hours mode until specified day time A Re
12. your standard greeting After Hours Schedule 1 Go to www myGotVMail com 2 Enter your account number extension leave blank for administrator login and password 3 Click Settings 4 Click General in an expanded mailbox to set After Hours for a specific mailbox There are two types of After Hours schedule settings that you can change Main Greeting After Hours Schedule Administrator Using the drop down menus 1 Select an Open Time for each day 2 Select whether the Open Time is AM or PM 3 Select a Closing Time for each day 4 Select whether the Closing Time is AM or PM 5 Click the Update Button to save your changes NOTE The office hours you set here apply to all of the extensions unless individual extensions set their own office hours Mailbox After Hours Schedule greeting played before voicemail Using the drop down menus 1 Select an Open Time for each day 2 Select whether the Open Time is AM or PM 3 Select a Closing Time for each day 4 Select whether the Closing Time is AM or PM 5 Click the Update Button to save your changes Virtual Calling Card amp Conference Calling To activate these features visit http support gotvmail com to download and complete the Credit Card Authorization Form To place a Virtual Calling Card Call or Conference Call 1 Call your account number followed by Ej 2 Enter your extension followed by EJ 3 Enter your PIN 4 Press I 5 Dial P for Calling Card call
13. E Listen to monthly usage statistics F Havea detailed usage report sent to a fax machine After all messages have been played More Options Listen to all saved messages EJ Set up a Distribution List Review mark and save messages that you have just deleted E Create a new distribution list EJ Hear all members ina list NOTE You only have one chance to re listen to a deleted message and save it A i E Add members to a current list E Delete your mailbox from a list Return to the main menu 3 Delete members from a list GotVMail Communications Virtual Phone System User Manual v7 0 Copyright 2007 GotVMail Communications LLC All rights reserved 19 GoTWMaiIL GotVMail Reference Guide continued Virtual Calling Card amp Conference Calls Press O from mailbox menu E Travel to another mailbox EJ Make an outbound calling card call EJ initiate a conference call with two or more additional parties Live Call Forwarding Press EJ from mailbox menu E Turn the service On or Off E Setup the Follow Me sequence E Select a phone number E call screening A Direct Connect without screening H Call Announce E Select days of the week E Everyday EJ Weekdays only H Individual Days E sn A Mon EJ Tues ZY Wed Bot y Ffi Sat EJ Select times of the day fH aw A pu EJ Change what callers hear when arriving at your mailbox E Have callers hear your arrival message E Have callers hear on hold music instead of your arrival message EJ dave callers
14. EY re re enter e Record Mailbox Greeting Your main greeting IE save EJ re record GotVMail Communications Virtual Phone System User Manual v7 0 Copyright 2007 GotVMail Communications LLC All rights reserved GoTWMaiIL Accessing Your GotVMail Account You can access your GotVMail account via phone or online Access via myGotVMail com is included with all GotVMail plans and gives you access to System Settings Call Logs Support and other Administrative features online It also gives you the ability to setup extensions call forwarding numbers and change notification options online Web and Email Delivery is an optional feature that gives you the ability to listen to messages on the Web or by email via MP3 WAV attachments This is GotVMail s most popular feature and is highly recommended GotVMail allows both an Administrative login as well as an individual employee login Logging in as an Administrator via myGotVMail com gives you access to all mailboxes and extensions as well as the main system settings Logging into a single extension gives you access to that particular extension s settings and no other administrative features this gives individual employees access to their private extensions By phone the administrator has access to the Administration Main Menu To Access Your Account Via Telephone To access an Extension Mailbox To gain administrative access Main Greeting 1 Call your account number 1 Call
15. GOT WMA AIL GotVMail Communications User Manual Table of Contents Introduction amp Basic Setup Welcome and Overview Sample GotVMail Account sssssssssssssesssssesssesssssessseessseessseessse 3 New Account Setup 5 sccscisssscsccsssccsssocacesssescsesseessceesvececussvassueenees 4 Accessing Your GotVMail Account sssscsscsssssesssscsssscssesenee 5 User Options ssssicsssssssssscssessssasssscessssacssascansssscascssssatcesessasscszesss 5 Voicemails and Faxes sessssesssssssssssssessssssssesesssssesesssssesssssseese 6 Manage Greetings ssssisesscscicessvssssesconsstessensevescsesssestessssessresasssiees 7 Dial by Name Directory sssscssssscsscssssssssssssessscsscsscasssssesees 7 Live CalliFOr Waring ssssssscscesssscssssssssssssvsassvesssssvesssssscessscsesnsesess 8 Virtual Marketing Extensions VME S ssssssssssssssessssesseseseeee 9 Musicon Hold ssccasccssasssccessvesscnsscesauenssossuspavesntansvensiasesesevestiants 11 Call Back Message Notification c csssscssssssssscsssscsssseeseens 11 Email Delivery Notification sssssssssssessesssssssssssssssessseseess 11 Advanced Features Fax on Demand After Hours Schedule Greetings ssssssssssssssssssssssesosssssesessssee 13 Virtual Calling Card siescccsiicsticsscescccstessstastsesscesscossdesstusaseasseswions 14 Conference Calling sssiscssssssssssnsssssssosesssssvensnscsssesseasssvssssseanssssiss Message Forwardin
16. able representative can answer the call see Priority Numbers on page 8 Callers are transferred into voicemail only when they are calling after hours For example a client might have a technical support Virtual Holding Mailbox e g dial 2 for technical support At any given time there might be 5 technical support specialists assigned to answer calls to the technical support queue 5 numbers pro grammed for call forwarding When there are more available agents than there are callers each caller is immediately routed to the next available agent But when the call volume increases and there are more callers than there are available agents the callers are placed in a holding queue where they are serviced in FIFO first in first out order When an agent completes a call the agent is marked as available and the next caller in the FIFO queue is routed to the agent Virtual Holding Mailboxes are separate mailboxes that can be added to your GotVMail account To setup Virtual Holding Mailboxes ACD Queues please contact GotVMail s customer support at 1 800 820 8210 GotVMail Communications Virtual Phone System User Manual v7 0 Copyright 2007 GotVMail Communications LLC All rights reserved 15 GoTWMaiL Distribution Lists Distribution List Options Distribution lists are a very convenient and inexpensive way of communicating with many employees at once Setup a distribution list with the voicemail extensions of subscribers who
17. ain Menu Password Mailboxes 701 through 705 can be also be accessed by pressing 1 through 5 Use this option if a mailbox is designated for a depart To change an individual extension s password you must login as an administrator via myGotVMail com and access that ment e g Dial 1 for sales 2 for customer support This option extension s settings menu see page 5 does not work when VME extensions are activated GotVMail Communications Virtual Phone System User Manual v7 0 Copyright 2007 GotVMail Communications LLC All rights reserved 2 GoTWMaiIL Sample GotVMail System 2 employees Mailbox Name Sales Accessed By Pressing 1 or 701 Forwards To John s Office If no answer will forward to his Cell Phone If no answer the caller will hear the Sales Mailbox Greeting and can either leave a message transfer to another extension or can press 0 for the operator Mailbox Greeting Thank you for calling ABC Company Please leave your name and number and a SALES representative will return your call shortly Customer Support SS Ray w Virtual Marketing Extension 3 Accessed By Pressing 3 Main VME 3 Greeting Leg 0 Directions to ABC Company Press 1 if you are coming from Route 128 South Press 2 if you are coming from Route 93 North To return to the previous menu press 9 At anytime you may press 701 for Sales 702 for Customer Support or press 0 for the operator VME 3 Leg 01
18. alk to an operator press 0 at any time Caller dials 1 Our company offers services A B and C To repeat this menu press to go back to the previous menu press 9 To talk to a an operator press 0 at any time Caller dials 2 From the south take Rt 22 to Maple Street and make a left on Apple Road To repeat this menu press to go back to the previous menu press 9 To talk to an operator press 0 at any time Caller dials 3 We are open from 9 to 5 Monday through Friday To repeat this menu press to go back to the previous menu press 9 To talk to an operator press 0 at any time GotVMail Communications Virtual Phone System User Manual v7 0 Copyright 2007 GotVMail Communications LLC All rights reserved 20
19. amp oes aiul Skip and save as a new message Voicemail Playback During the playback of each message you can EJ Rewind message J Fast forward message D Pause un pause Voicemail Management After you have finished listening to a voicemail message you have the following options E Listen to all saved messages EJ Review mark and save messages that you have just deleted NOTE You only have one chance to re listen to a deleted message and save it EJ Return to the main menu Fax Message Options If you have faxes in your mailbox dial El to forward all of them to a fax machine Enter the fax number where you want your fax messages sent when prompted To Access Voice and Fax Messages Online 1 Go to www myGotVMail com 3 Click to expand mailbox 2 Enter your account number extension then click on Inbox leave blank for admin login and password 4 Click on a voicemail message or fax Moving Messages To move messages to another folder 1 Click the checkbox next to the message 2 Select a destination using the drop down menu You can create a new folder by right clicking on an extension on the left navigation bar and choosing new folder 3 Click the Go button to automatically move message Naming Messages To rename messages 1 Click the Edit icon next to the message and input a new message name Fax Message Options From the Inbox click on the name of the fax message you want to view Click on the l
20. cord New After Hours Greeting 1 At the tone record your greeting 2 To accept the greeting and continue press EJ 3 To cancel and re record press EJ B Set After Hours Schedule 1 Set weekend schedule BA set schedule for all weekdays E Set schedule for specific days Cl Weekend Schedule 1 Enter start and end times for your normal business hours greeting to be played 2 Once you have specified a specific hour and minute you must select a time of day Ow Bem 3 You can press 0000 to schedule nighttime operation Open 24 hours 4 Press EJ to set other schedules Cll Weekdays Schedule 1 Enter start and end times for your normal open greeting to be played 2 Once you have specified a specific hour and minute you must select a time of day i am A py 3 You can press 0000 to schedule nighttime operation Open 24 hours 4 Press J to set other schedules CIII Specific Days Schedule 1 Enter the number of days during which the After Hours schedule will operate 2 Press 0 to turn off the After Hours schedule 3 Press EJ to accept or to re enter the number of days GotVMail Communications Virtual Phone System User Manual v7 0 Copyright 2007 GotVMail Communications LLC All rights reserved 13 GoTWMaiIL After Hours Schedule Online Setup After Hours Schedule Options These office hours based upon your time zone settings determine when your After Hours greeting will be played instead of
21. g is Virtual Hold Mailbox ACD Queues csccccscsecssscssesssessesssees 15 Distribution Lists ississsicssssasssssssssiccsscascscssdsdsccssassucastsadacenssssacsss 16 Question amp Answer Mailbox ssssssssssssssssssssesssesssssessseessseesss 17 Examples amp Guides Quick ACCESS Cardi cssscccssssscsssssscecsissssecnceassosocetssessseieceisssiucasninss 18 Reference GUIGG sc scsssssssssescsctsnsivsescssecseseadesestesiaccstdveisascvazisestvass 19 Main Greeting Examples scssssssssscsssscsssscsssssessscssseeeseenee 20 Telephone Access Online Access to myGOTWYMAIL GoTWMaiIL Welcome to the GotVMail Communications Virtual Phone System To Fully Understand Your GotVMail account please read this page carefully Main Greeting Auto Attendant see pg 19 for examples Main Greeting The main greeting is the first thing heard by callers when they call your account number e g Thank you for calling ABC Company Dial 1 for sales 2 for support This is how you instruct callers to press an extension or dial 8 for the dial by name directory optional on GotVMail Standard Plans If you have VirtualFax enabled callers can send a fax while listen ing to the main greeting The main greeting does NOT have a voicemail box Callers must dial an extension to access voicemail and leave a message 7 9 6 Fax on Demand 8 Dial By Name Before recording your main greeting make sure to understand the flow
22. ink of the page number to open a new browser window displaying that page GotVMail Communications Virtual Phone System User Manual v7 0 Copyright 2007 GotVMail Communications LLC All rights reserved 6 GoTWMaiL Manage Greetings Mailbox Greeting The Mailbox Greeting is played whenever someone accesses your voicemail to leave you a message To Access the Greeting Menu 1 Call your account number followed by EJ 2 Enter your 3 digit extension followed by EJ 3 Enter your PIN 4 Press then select one of the following 3 options Record Mailbox Greeting 1 Dial E from the Greetings Menu You will be prompted to record your greeting 2 Once you have recorded your greeting press EJ to accept and return to the main menu or EJ to re record your message Mailbox Name The Mailbox Name is played whenever someone calls an extension Record Mailbox Name 1 After selecting PJ from the Manage Greetings Menu you will be prompted to record your name 2 Once you have recorded your Name press al to accept and return to the main menu or E to re record your Name After Hours Greeting This specialized greeting allows you to play a different greeting notifying callers that they have called after normal business hours Record After Hours Greeting 1 Dial EJ 2 Press E from the After Hours Menu 3 At the tone record your greeting 4 To accept the greeting and continue press EJ 5 To cancel and re reco
23. mmunications LLC All rights reserved 9 GoTWMaiIL Virtual Marketing Extensions VME NOTE You must activate VME Leg extensions online before being able to access or record a greeting Callers will also not be able to access a VME Leg that has not been activated online See instructions on pg 10 for activating VME Leg What is VME The Virtual Marketing Extensions feature allows you to give callers up to date information about your company its products and services via sub menued extensions How VME Works There are three main VME extensions that can be activated on your account Each of these three extensions has 5 sub extensions and each of those has 5 additional sub extensions By Leg 02 Leg 03 Leg 04 default pressing 1 from the Main Greeting takes the caller to to mailbox 701 2 to mailbox 702 and 3 to mailbox 703 The VME feature allows you to have extensions 1 2 and 3 off the Main Greeting as separate marketing extensions and if activated see below will no longer take callers to their 70 mailbox counterpart For example if extension 1 is activated as a VME and extensions 2 and 3 are not then extension 1 will be a VME and extensions 2 a me nes pta a ra s E m es es es nEs Ea and 3 will take callers to mailboxes 702 and 703 respectively Accessing VME Leg Extensions LEG Wf LEG WW LEG AEA LEG LEG WW LEG WW LEG W LEG W LEG For VME 1 Leg number For VME 2 Leg number sy C CI CH VA Co J CI CH VH 0 is the main VME gree
24. nter their fax number Fax on Demand allows callers to receive stored documents via fax with 24 7 access e A greeting that prompts the caller to enter the document ID With this valuable feature you can After selecting either greeting type you will be prompted to record the greeting Once you have recorded your greeting you may press any key to accept and return to the main menu e Record a greeting that provides a description of the document to be faxed press to discard and re record or the key to return to the main menu NOTE If you do not record a fax on demand greeting the default greeting will be played e Upload a document that your caller can have instantly faxed to them To Access Fax on Demand 1 Call your account number and press E3 to enter Administrator mode 2 Press KJ EJ to access the Fax On Demand extension 3 Enter your PIN Other Fax on Demand Options FE Change access code 3 Receive a report of faxes sent for the month Fax on Demand Options Send a broadcast fax This feature is not currently available Store or delete a document Record greetings User options Store or Delete a Document Storing a document is done through your fax machine You will be asked if you are calling from a fax machine Press E to continue if you are calling from a fax machine If you are not you will need to hang up and call back Each fax available to your customers or callers is provided through a three digit number
25. ord E Main greeting for users to enter their fax number E Greeting for users to enter a document ID Greetings Press EJ from the mailbox menu X User options E Record greeting EJ Change access code E Record name E Receive a report of faxes sent for the month EX Setup After Hours greetings and schedules User Options ext owner Press EJ from the mailbox menu E Record new After Hours greeting E set After Hours schedule E Set weekend schedule 2 Set schedule for all weekdays EJ Set schedule for specific days E Turn on After Hours mode until specified day time Change PIN Usage statistics E Listen to monthly usage statistics E Have detailed usage report sent to a fax machine Change time zone El Eastern PA Central EJ Mountain EJ Pacific E Alaska EA Hawaii Messages Press FA from the mailbox menu H Change caller ID settings ianagiigyourmessaies E Have the number dialed display F Have the caller s number display Change the order in which your messages are played FJ Save the current message Gg Copy to another GotVMail subscriber 9 ere 9 pay E Have the most recent message play first E Have the oldest message play first EJ Delete the current message Replay the message EJ Reply to sender 9 Caller ID with time stamp E Galler ID without time stamp E Skip and save as new User Options admin Press EJ from Main Menu Change access code During the message Usage statistics El Rewind message Fast forward message 0 Pause un pause
26. ou with 1 being the first number attempted and 6 being the last If your mailbox cannot locate you 1 Call Screening amp 2 Call Announcement through these numbers callers will be placed into voicemail Call Screening asks the caller to record their name before placing them on hold and transferring the call to you Call Announcement does not ask the caller to record their name recommended To access Follow me Options via the Web 1 Go to www myGotVMail com For every forwarded call you have the following options E Accept the call E Send the caller to voicemail 2 Enter your account number extension leave blank for admin login and password 3 Click the sign to expand your mailbox Hear the caller s phone number 4 Click Settings and then choose Call Destinations 3 Direct Connect You can set the following options for each number A Direct Connect call is automatically connected without any options e On Check this box to enable this phone number You can speak to the caller as soon as you pick up your phone NOTE Callers are not sent back into voicemail if you are not available with the Direct Connect feature e Number Enter the phone number with area code Use this feature if you want a 2nd party voicemail system to answer e g cell phone voicemail e Call Screening The caller is asked for his or her name e Direct Connect Callers are instantly transferred to you and are not sent back Placing a call
27. rd a voicemail message to another extension e Press I after listening to a message e Enter an extension number followed by E e Select how you want to copy the message E with comment E Without Comment With Comment When you copy a message with comment you can record a greeting that will preface your message After you have recorded the greeting you can press 3 To delete and re record To review the message i To send the message now Without Comment Your message will by forwarded without any comments To Copy Move Messages Online 1 Login to your account www myGotVMail com 3 Click the Extension and Folder where the message is stored 4 Click the checkbox next to the message s you wish to copy move 5a To Copy select Copy Message from the message functions drop down box and follow the steps 5b To Move select the mailbox and folder from the message functions drop down box and click Go Virtual Holding Mailbox Automatic Call Distribution ACD Queues GotVMail s Virtual Holding Mailbox ACD Queues allows callers to connect to the next available agent It is an upgraded version of a regular GotVMail mailbox Rather than transferring a caller into voicemail if the call is not answered via Live Call Forwarding the caller is kept on hold indefinitely until their call is answered You can have several employee phone numbers programmed into the Virtual Holding Mailbox for Live Call Forwarding so that the next avail
28. rd press EJ Dial by Name Directory Setup Dial by Name Directory Online Administrator Only 1 A Mailbox Name must be recorded prior to adding it to the Dial by Name directory see left 2 Go to www myGotVMail com 3 Enter your account number and password and leave extension number blank to login as an administrator 4 Click System on top navigation bar 5 Click Dial by Name 6 Type a name into the text box next to an extension in the Dial by Name section you must enter a first and last name 7 Click the update button GotVMail Communications Virtual Phone System User Manual v7 0 Copyright 2007 GotVMail Communications LLC All rights reserved GoTWMaiIL Live Call Forwarding Phone Access for Online Access see pg 9 Follow Me Live Call Forwarding Options Your Follow Me options determine how callers are transferred to you You are provided with six priority numbers e g cell phone home phone etc for each mailbox Each of these priority numbers represents a telephone number and schedule of operation This service can be turned on or off Access Your Follow Me Options 1 Call your account number followed by EJ to enter the Subscriber mode 2 Enter your 3 digit extension followed by EJ 3 Enter your PIN 4 Press E Basic Settings To turn on the Follow Me feature 1 Press ME from the Follow Me menu Once the Follow Me feature has been turned on you can set the schedule and other options 2 Press
29. rom an Existing Distribution List 1 Enter a distribution list number from 1 20 2 Press EJ You will then be prompted to enter the mailbox that you wish to remove 3 When you have finished entering the mailbox extension press EJ 4 Repeat until you are finished removing extensions 5 When you are done press B 4 Hear All Members in a Distribution List 1 Enter a distribution list number from 1 20 2 Playback will announce extensions currently attached to that distribution list 3 If the extension owner has recorded a name the name will be read 4 If the extension owner has not recorded a name the extension number will be read 5 Delete Your Mailbox from a Distribution List 1 Enter the mailbox number for which you would like to stop receiving distribution messages from 6 Sending a Voicemail Message to a Distribution List 1 Enter the distribution number or mailbox number followed by EJ GotVMail Communications Virtual Phone System User Manual v7 0 Copyright 2007 GotVMail Communications LLC All rights reserved 16 GoTWMaiIL Question amp Answer Mailbox Q amp A What is Q amp A Mailboxes with Q amp A activated will prompt callers to answer a series of questions and the system will compile the answers into one voicemail file This feature is typically used for lead generation and order taking The system will record the callers answers as they speak them Activating Q amp A on a Mailbox To activate Q amp A on
30. sa 8 Dial By Name Thomas Operator S Jy Mailbox Name John Smith Mailbox Name Lisa Thomas Accessed By Pressing 703 Pressing 3 will take callers to VME 3 since it is activated and in use Accessed By Pressing 4 or 704 Forwards To Lisa s Cell Phone and if no answer to her Home Phone If no answer the caller will hear Lisa s Mailbox Greeting and can either leave a message transfer to another extension or can press 0 for the operator Forwards To John s Cell Phone If no answer the caller will hear John s Mailbox Greeting and can either leave a message transfer to another extension or can press 0 for the operator Mailbox Greeting Hi you have reached Lisa Thomas Please leave your name and number and will return your call as soon as possible Thank you Mailbox Greeting Hi you have reached John Smith Please leave your name and number and will return your call as soon as possible GoTWMaiIL New Account Setup New GotVMail accounts must have the Main Mailbox and at least one extension setup to become active We recommend that you review the diagram on the previous page to determine how you want your GotVMail system to work Sample Call Flow Process Caller dials your GotVMail number and hears the Main Greeting Caller presses extension 3 or 703 and is taken to Mailbox 703 Mailbox 703 s Call Forwarding options transfer the caller to your Cell Phone and if
31. strator Only 1 Go to www myGotVMail com 2 Enter your account number and password Leave extension number blank to login as an administrator 3 Click System 4 Click Music on Hold D 4 Select the type of music you want callers to hear or upload a custom music file Phone Pager Message Notification Call Back Message Notification Options 1 Go to www myGotVMail com 2 Enter your account number extension leave blank for administrator login and password 3 Click Settings choose Notifications 4 Check Phone Pager Notification to activate 5 Enter your Call Back number and click Update You will be notified at this number when you have a new message Email Delivery Notification Email Delivery Options 1 Go to www myGotVMail com 2 Enter your account number extension leave blank for admin login and password 3 Choose Click Settings 4 Click Notification for the desired extension 4 Enter your Email Notification options lt y p 5 Click Update a Important Some email programs will mark emails from GotVMail as spam Make sure to add emails from GotVMail to your allowed emails list GotVMail Communications Virtual Phone System User Manual v7 0 Copyright 2007 GotVMail Communications LLC All rights reserved GoTWMaiL Fax on Demand Record a Greeting for the Fax on Demand Mailbox There are two types of greetings that you can record Fax on Demand Options e A greeting that prompts the caller to e
32. the GotVMail system see sample on next page VME s are optional By default the main greeting will repeat twice and disconnect if no selection is made Mailboxes Extensions Virtual Marketing Extensions VME s Each account has mailboxes extensions under the main greeting You may assign these to employees and or departments The GotVMail Standard Plan includes 5 mailboxes 0 701 704 while the Advanced and Premier plans have additional mailboxes VME s act as information only extensions where callers can obtain additional information about your company its prod ucts and services By default extension 1 forwards to 701 2 forwards to 702 and 3 forwards to 703 The VME feature allows you to have extensions 1 2 and 3 off the main greeting be separate marketing extensions and if activated will no longer forward to their 70 counterpart For more information please see page 10 Each mailbox has the ability to forward callers to up to 6 numbers home office cell phone etc If a call is not answered when dialing an extension or a caller dials a mailbox after hours they will hear the mailbox greeting and can then leave a message Passwords While listening to a mailbox greeting a caller may go to another mailbox by dialing the corresponding 3 digit extension i i mN R Each extension can have its own individual password that can be given to extension owners e g employees The Administrator Password is the same as the M
33. ting 0 is the main VME greeting 01 is extension 1 greeting 01 is extension 1 greeting 011 is extension 1 under extension 1 011 is extension 1 under extension 1 VME Leg Map 02 is extension 2 greeting 02 is extension 2 greeting A Leg is a Virtual Marketing Extension VME number Each VME Leg extension has a Main Greeting where callers 021 is extension 1 under extension 2 etc 021 is extension 1 under extension 2 etc can listen to pre recorded information While listening to a VME recording callers can dial another VME leg extension if activated can dial 9 for the previous menu or dial 0 for the operator All Leg Extensions start with a For VME 3 Leg number 0 for administrative purposes For a sample VME extension see pg 3 0 is the main VME greeting For example to access VME 2 Leg 022 directions to the office from Route 95 a caller hears 01 is extension 1 greeting 011 is extension 1 under extension 1 02 is extension 2 greeting Caller Dials 2 VME 2 Leg 0 Dial 1 for store hours or dial 2 for directions to our office 021 is extension 1 under extension 2 etc See diagram at right gt gt gt Main Menu Dial 2 for Company Information Caller Dials 2 Leg 02 Dial 1 for directions from Main Street or dial 2 for directions from Route 95 Uploading VME Greetings Online Caller Dials 2 Leg 022 Take Route 95 East to exit 14 bear left Caller can now go to another mailbox by dialing the 3 digit n
34. umber dial 0 for the operator mailbox or dial 9 1 Login to your account at www myGotVMail com as the administrator to return to the previous VME Leg 2 Click on System 3 Click on VME 4 Upload greetings GotVMail Communications Virtual Phone System User Manual v7 0 Copyright 2007 GotVMail Communications LLC All rights reserved 10 GoTWMaiL Virtual Marketing Extensions VME continued Activating VME Leg Extensions 1 Login to your account at www myGotVMail com as the administrator 2 Click on System 3 Click on VME 4 Check all the extensions you want to activate click Advanced to view more extensions Accessing VME Leg Extensions 1 Call your account number and press the main VME extension that has been activated online and that you want to access 1 2 or 3 2 Press E to enter the Subscriber mode 3 Enter your PIN 4 Dial the Leg Number you want to access 0 021 followed by E See Leg map on pg 10 Record a VME Leg Extension Greeting 1 After you select a Leg number you will be prompted to record your Leg greeting 2 After you have finished press EJ to accept or EJ to re record To Change the PIN for VME Extensions 1 Press El from the main VME menu 2 You will be asked to enter your new PIN 3 Enter your new PIN and press EJ 4 Your password will be read back to you 5 Press EJ to accept or E to cancel Music On Hold Accessing Music On Hold Selections Online Admini
35. you wish to send messages to Once this is accomplished you can send messages with one phone call Each GotVMail account can have up to 20 distribution lists Access Distribution Lists 1 Call your account number and press EJ 2 Press EJ to enter the Administrative mode 3 Enter your PIN 4 Press EJ to access the User Options Menu 5 Press E to access the More Options Setup Distribution Lists 1 Press jj from the More Options Menu You will be provided the following Distribution List options Create a new distribution list Add members to a current list Delete members from a list Hear all members in a list Delete your mailbox from another s distribution list Send a voicemail message to a distribution list 1 Create a New Distribution List 1 Enter a distribution list number from 1 20 2 Press EJ you will then be prompted to enter a mailbox that you wish to add 3 When you have finished entering the mailbox extension press EJ 4 Repeat until you are finished entering extensions 5 When you have completed the list press E3 2 Add Members to an Existing Distribution List 1 Enter a distribution list number from 1 20 2 Press EJ You will then be prompted to enter the mailbox that you wish to add 3 When you have finished entering the mailbox press EJ 4 Repeat until you are finished entering extensions 5 When you are done press x NOTE Distribution list 21 is all mailboxes 3 Delete Members f
36. your account number 2 Dial EY 2 Dial EJ 3 Dial your 3 digit extension followed by E 3 Dial E Do NOT dial an extension 4 Enter your PIN 4 Enter your PIN 5 You now have access to the Extension 5 You now have Administrative access to the Main Menu Main Greeting To Access Your Account Online http myGotVMail com To access an Extension Mailbox online 1 Go to www myGotVMail com To gain administrative access 1 Go to www myGotVMail com 2 Enter your toll free number 2 Enter your account number 3 Enter your 3 digit extension 3 Leave the extension number field blank 4 Enter your PIN 4 Enter your Master PIN Main Mailbox PIN 5 Press Log In 5 Press Log In User Options To Access Your User Options 1 Call your account number followed by x 3 Enter your PIN 2 Enter your 3 digit extension followed by 4 Dial E Changing Your PIN To change your PIN 1 Press E from the User Options menu 2 Enter your new PIN and press Ejyour new PIN will be read back to you 3 Press EJ to accept or EJ to re enter your PIN Changing Your Time Zone To change your time zone 1 Press EJ from the User Options menu 2 Select a time zone by pressing one of the following E Eastern E Pacific FJ Central H Alaska EJ Mountain KJ Hawaii Reviewing Usage Statistics To hear your usage statistics for a particular mailbox 1 Press P from the User Options menu 2 Press EJ to listen to Usage Statistics
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