Rick, Jamie, Paulette, Laura, Leisa

 

Our Sault Ste, Marie team receives their awards from CAM-X!
NCS has won this award for 14 consecutive years.

 
 
 

More than just an answering service!

Here's a great idea!
One Line, Multiple Mail Boxes!

Does your home or business have multiple people sharing one or a limited number of phone lines?
     
Our voice mail service can give each one of them a separate mail box. So even though everyone shares the same phone number, messages are left in the appropriate private mail box. The caller will be prompted to select the appropriate mail box , and then will receive the private greeting of that person! 

Call Us! 
Voice Mail Services
can help your home or business!

 

Northern Communications VOICE MAIL USER GUIDE

More than just an answering service!

Click on the agenda item to bring yourself to that topic.

Calling the Voice Check-in Line
Main Voice Menu
Playing a Voice Message
Answering after Playing a Message
Skipping through Existing Messages
Reaching an Operator for Secretarial Messages
Giving (Copying) a Message to Another Mail box
Creating a Voice Message
Setting Up or Changing Your Passcode
Setting Up or Changing your Mailbox Greeting
Recording a Mailbox Name
Future Delivery of Voice Messages

Return Receipt:

Checking (Receipting) Who has Played a Voice Message
Marking a Voice Message as Urgent
Marking an Existing Message Urgent
Marking a Voice Message Confidential
Marking an Existing Message Confidential
Message Distribution
Setting Up a Distribution  List
Adding A Mail Box to a list
Steps for Distributing a Message
Reviewing Existing Distribution Lists and Mailboxes
Initiate Faxing of Text Message
Help with Voice Commands (within Voice Mail)
Custom Answer Announcements
Voice Mail Options Available to Clients

Calling the Voice Check-in Line

  1. On a touchtone phone, dial the voice check-in number

    Sudbury

    705-222-1900

    North Bay

    705-497-6500

    Belleville 

    613-480-6293

    Sault Ste. Marie

    705-946-7900

    Timmins 

    705-360-8699

    From all other areas

    877-733-4161

  2. When prompted, enter your mailbox number
  3. _______________then press  # (or * to start over)
  4. If prompted, enter your passcode (from memory if possible).
  5. Then press # (or* to start over)

The voice announcer may greet you by name and remind you what your current status is.  (Name and Status are options that not all mailboxes use.)  Then she will tell you how many (if any) messages you have.  This is followed by the Main Voice Menu.

Main Voice Menu

  • 7 To Play the first message
  • 5 To Create Voice Mail
  • 1 Change Temporary Status Info (In the Office, On Cellular, on Pager, Remote Office, etc.)  Also use to set Follow Me forwarding
  • 8 User Options:  Change Greetings or Passcode, Edit Distribution List
  • 0 For assistance, and to reach an operator, if available
  • 9 To disconnect

Remembering Command Keys – As much as possible, voice commands are assigned to keys that make them easier to remember.  To Play a message, you press 7, the PRS key on the phone.  For User Options, press 8, the TUV key.  Other menus include 3 to Delete a message, 5 to Keep a message, 9 to Exit, and so on.

Playing a Voice Message

New un-played voice messages are presented to you first.  After you have played the last of any new messages, saved voice messages are presented.  Within each category (new and saved messages), messages are presented chronologically newest, newest to oldest by default.  If you would rather hear your messages presented from oldest to newest, inform the Call Center manager and we will change the programming for you.

Press 7 to play the first new message.  The announcer tells you who the message is from (if that client has recorded a mailbox name).  She also recites the time and date the message was received.  Then the message is played.

While Playing a Message:

*  To Rewind     # To Fast Forward 

After you play a message:

  • 2 To Answer
  • 3 To Delete the current message.  Keep your mailbox up-to-date by continually deleting  messages you are done with.
  • 5 To Keep it.  Ask the manager how long your system will retain played messages.
  • 7 To Replay it
  • 4 Give to another mailbox or distribute
  • 0 For assistance
  • 9 to exit this menu

Answering after Playing a Message

  • Occasionally after you play a message from someone with another mailbox on the system, you will want to answer it.  That’s why the first menu option is 2 to Answer.  You record a comment, which is attached to the front of the message you just played.  Then both are sent back to the client who gave you the message in the first place.  You do not need to enter (or even know) the mailbox number of that client; Infinity takes care of it.
  • After you play a message, press 2 to answer.  If you are using the comment feature, you are prompted to record a comment.
  • After you are satisfied with the comment, press 4 to send.  The announcer does not ask for the mailbox number; the system knows who sent you the message originally.  The comment and a copy of the message are sent to that client.
  • If you wish to keep a copy of the message in your mailbox, exit by pressing 5 to Keep and Exit.  To delete and Exit press 9.

Skipping through Existing Messages

  • Use this technique when you are looking for a certain message. You may need to skip through a few messages to find it.
  • Press 7 to play the message.  As soon as the message begins playing, press 5 to keep it and begin the next message.
  • You don’t need to listen to the whole message.  You can also press 3 to delete the message and play the next if that is appropriate.

Reaching an Operator for Secretarial Messages

  • Clients transfer themselves to an operator to pick up secretarial messages, give Specials (temporary information), and for other reasons.
  • From the main Voice menu, press 0 for assistance.  The announcer responds:  "Press 0 again now if you wish to be transferred to an operator."
  • Press 0 again.  The announcer responds:  "You are being transferred to a telephone secretary."

Giving (Copying) a Message to Another Mail box and Recording a Comment to Go with it

  • After playing a message, press 4 to Give it to another Mailbox
  • At this point the Comment feature (if in use,) immediately puts the client in recording mode.  Comment is used to record a comment at the beginning of the voice message that will be given to another mailbox.
  • When the Comment feature is in use: after you press 4 to Give, the announcer will immediately prompt you to begin speaking after the tone.
  • This is the time to record the comment that will be played before the message.  (If Comment is not enabled, the announcer will immediately ask for the mailbox or distribution list number to send the message to.)
  • You may record a comment that begins the message.  Wait for the tone before speaking.
  • Recite any comment you wish to introduce the sent message with.
  • Press any key to pause.

Like any recording, you can work further on the Comment by pressing:

  • 2 Append more recording           
  • 3 To Erase
  • 7 To Review
  • When you are ready to send the Comment, press 4 to send.

Enter a mailbox or (distribution list number 1-9) to send the message to, press # to end. Then press;

  • 4 To Confirm the mailbox (or distribution list number)
  • 3 To Start Over
  • 9  To Cancel your Entry
  • 0  For Assistance

Creating a Voice Message And Sending It to Another Mailbox

Select 5 Create Voice Mail from the Main Voice Menu.  Begin speaking after the tone; press any key to pause.  Then review, add to (append), or erase until you are satisfied.

  • 2 To Append
  • 6 For Message Addressing Options (Future Delivery, Urgent, Confidential)
  • 4 To Send (or distribute)
  • 7 To Review
  • 3 To Erase
  • 5 To Keep and Exit
  • 9 To cancel and Exit
  • 0 For Assistance

When the message is satisfactory, press 4 to send.  Enter a mailbox or distribution list number (1-9) to send the message to; press # to end.

The announcer says "You have selected (mailbox name)."  Press:

  • 5 To Confirm                         
  • 9 To Cancel your Entry
  • 3 To Start Over              
  • 0 For assistance

After you confirm, exit by pressing 5 to save a copy of the message for yourself .  Exit by pressing 9 if you do not need a copy in your own mailbox.

Setting Up or Changing Your Passcode

  • Choose a 1 to 10-digit number (4 digits are typically enough).  Keep your passcode confidential.  For no passcode, enter 0.
  • From the main menu, press 8 for User Options. Then press 7  to change Your Passcode.
  • Enter your new passcode.  Press # to end.  Press * to start over.

The announcer repeats it back to you.  Then press

  • 5 To confirm
  • 3 Start Over
  • 9 To cancel your entry
  • 0 For Assistance

Setting Up or Changing your Mailbox Greeting

Callers hear your greeting when they first reach your mailbox.  Some clients can have different day and night greetings.  Make some notes or write a script before recording for a smooth professional effect.

  • From the main menu, press 8 for User Options. Then press 4 Change Your (Mailbox) Greeting.
  • (You can play an existing greeting by pressing 7)
  • Press 2 to record a greeting.  Wait for the tone before speaking.  Press any key to pause.

Like any recording, you can review, append, and erase.  When you are satisfied, Press:

  • 4 Save as only (or Day ) greeting
  • 5 Save as Night greeting (if any)

Recording a Mailbox Name

Record a mailbox name to identify your mailbox by name to other clients.  It can be your own name, the name of the company using the mailbox, or any appropriate name.  The time permitted for recording is typically 4 -10 seconds.  Mailbox names are separate from greetings and are used:

  • When you call the voice check-in line, the announcer welcomes you by name.
  • When a client plays a message from you, the announcer says: This message is from (your mailbox name).
  • When you confirm a mailbox number while sending a message to another mailbox, the person’s name is played: eg. "You have selected Mike Shantz".
  • When you add or delete a mailbox from a distribution list, the mailbox number is confirmed by your name.
  • When you review a distribution list, the mailboxes are described by name if they have one recorded.
  • From the main check-in menu, press 8 for User Options.
  • From the User options, press 6 to record a name for the mailbox.
  • Then press 2 to record, 7 to play an existing name, or 3 to delete it.  After recording you can review, erase, or save.

Future Delivery of Voice Messages

  • Future delivery allows you to arrange to send a message to another mailbox at date in the future.  You can record a message for future delivery or designate an existing message.
  • The delivery date consists of a month and a day, entered numerically.  The delivery is always done at 8 AM on the day specified.
  • Delivery dates can be set for up to a year in advance.  If you enter the number of a month that is lower than the current month, the message will be delivered in that month in the next year.

From the main voice menu, press 5 to create voice mail or 7 to play an existing message.

  • After you finish recording or playing, press 6 for Message Addressing options.
  • Then press 3 to deliver the message in the future.
  • Enter the month number (1-12) then press #.
  • Enter the day of month    (1-31) then press #.
  • The voice announcer recites the date you entered: 
    "Your Message will be delivered on Monday June 30th, 8 AM."
  • Press 5 to confirm (3 to start over, 9 to cancel)
  • When you press 5, the announcer confirms "Message marked for future delivery"
  • Then press 9 to exit this menu.

You are not required to keep a copy of the message in your own mailbox but you may wish to as a reminder.  To save a copy and exit, press 5 (9 to discard and exit).

Return Receipt:

Checking Who has Played a Message You Sent

Return Receipt is a way for you to tell when clients have listened to the voice messages you send them. It informs you whether a message has been played, when, and by whom.

Return receipt can be used with new or existing messages.  The crucial step is to keep a copy of the message in your mailbox.  The copy is used to tell you when the message was sent, who has listened to it (and when), and who has not yet played it.  If no one has listened to it, the announcer will review whom it was sent to.  If everyone has listened to it, the clients will be listed individually.

  • From the main voice menu, record a new message or play an existing message.  Next send 4 the message to a single client, or distribute it. 
  • Keep a copy for yourself by pressing 5 to keep and exit.

This step is crucial for later checking who has played the message.  The Infinity system bases its receipt function on the kept message.

You do not mark a message for Return Receipt as a separate step. As long as Return Receipt is enabled, any message you send and keep a copy of, can be checked for return receipt.

Checking (Receipting) Who has Played a Voice Message

  • Call the voice check-in line and check in as usual.  Locate and play (7) the message you saved previously for Return Receipt.
  • During or after playing, press 8 to listen to the return receipt.  The announcer will say:     
  • "This message was sent on…(date and time);
    the following (everyone/no one has listened to your message.  (Mailbox name) has listened to the message …(date and time). The following have not listened to your message…"
  • If not all clients have listened to the message, again keep the message (5) in your mailbox so you can check again.

Marking a Voice Message as Urgent

Clients have the option of marking a voice message urgent.  It will then be presented first to the receiving client when he checks his messages (before routine new messages).  It will also be announced as urgent to the client:  "The next message is urgent."  Clients also have the option of letting their outside callers mark messages for them as urgent; Inform the system supervisor to let your callers mark messages urgent for you.

  • From the main menu, press 5 to create voice mail.  After you record the message, press 6 for Message Addressing options.
  • Next press 8 to mark your message as urgent.
    The announcer responds; "Message marked as urgent."
  • Then press 4 to send the message as usual.  You will be asked for a mailbox or distribution list number, and then asked to confirm it.
  • The urgent message is moved to the front of the receiving client’s list of new messages and described as urgent by the announcer.
  • To save a copy of the urgent message in your mailbox, press 5. (or press 9 to delete your copy.) The next time you check in, your copy will also be described as urgent.
  • Then press 9 to return to the main voice menu.

Marking an Existing Message Urgent

  • From the main menu, press 7 to play the message you wish to mark urgent.  After playing, press 4 to give it to another mailbox.
  • You may immediately be prompted to record a comment to accompany the message.  After you press a key to pause the comment, press 6 for Message Addressing options.
  • Then press 8 to mark your message as urgent.
    The announcer says; "Message marked as urgent."
  • Then press 4 to send the message as usual.

Marking a Voice Message Confidential

When a client marks a message confidential, it may not be copied (sent, distributed) to another mailbox.  The message is identified as confidential just when an attempt to copy it is made.  The announcer will say "This message is confidential"  It can not be copied to another mailbox.  The system will block the copy attempt.

Clients can also let their outside callers mark messages for them as confidential; Inform the manager to let your outside callers mark messages confidential for you.

  • From the main menu, press 5 to create voice mail.  After you pause recording, press 6 for Message Addressing options.
  • Next press 2 to mark you message as confidential.
  • The announcer says; "Message marked as confidential."
  • Then press 4 to send the message as usual.  You will be asked for a mailbox or distribution list number, and then asked to confirm it.
  • You can send the message because you are the one who marked it confidential.  But the client receiving a confidential message may not resend it.
  • If you wish to save a copy of the confidential message in your mailbox, press 5.  (Or press 9 to delete your copy.)

Marking an Existing Message Confidential

  • From the main menu, press 7 to play the message you wish to mark confidential.  After playing, press 4 to give it to another mailbox.
  • You may immediately be prompted to record a comment to accompany the message.  After you press a key to pause the comment, press 6 for Message Addressing options.
  • Then press 2 to mark you message as Confidential.
    The announcer says; "Message marked as Confidential."
  • Then press 4 to send the message as usual.
    The client who receives it will not be able to send it to anyone else.

Message Distribution

Message Distribution copies a voice message and distributes it to a pre-set list of clients.  First you set up various distribution lists for purposes such as circulating voice memoranda.  Then new messages, and existing messages with comments, can be distributed.

Setting Up a Distribution  List

  • From the main check-in menu, press 8 for User Options. You do not need to wait for the announcer to finish reciting the menu options.
  • From the User Options, select 3 to Edit Distribution Lists.
  • Enter a number (1-9 for the distribution list you wish to set up.  Typically the first available number is chosen.. (If you make no entry, the announcer will describe all the existing distribution lists, if any).

The announcer repeats the number you pressed and offers the distribution list commands:

  • 2 add a mailbox                       
  • 7 record a list name
  • 3 delete a mailbox                     
  • 0 for assistance
  • 5 List Mailboxes                      
  • 9 to exit this menu

  • Press 7 to record a descriptive list name.
  • Choose a fairly short name that describes the purpose and contents of the list.
  • Begin speaking after the tone.  When you are done speaking, press any key to pause.
  • You can review and re-record the name but you are the only one who will hear this name.  If you are satisfied with the name recording, press 5 to keep it.  The announcer responds list name saved.  

Adding A Mail Box to a list

  • Now you can immediately add a mailbox to the list.  From the Distribution List menu, press 2 to add a  mailbox.
  • Enter the mailbox number.  Then press # to end.  The announcer repeats the mailbox number you entered.  Then press 5 to confirm.
  • After you confirm 5, the announcer responds; "Mailbox added."
  • The distribution List menu is repeated and you can immediately add another mailbox (2) if you wish.
  • When you have added the last mailbox, you might want to list mailboxes (5) to review.  Otherwise press 9 repeatedly to return to the main menu.  Now you are set up to distribute a message.

Steps for Distributing a Message

Distribution uses the Give or Send 4 command.  Then you are asked to enter a distribution list number (1-9).  Know the distribution list number you intend to use before starting.  The procedure for reviewing existing distribution lists is included in this section.

If Distribution used the Give command, how does the Infinity system know whether you want to Give or Distribute?  By the number you enter after pressing (4) to Give. 

If you enter a 1-digit number in the 1-9 range, Infinity recognizes it as a distribution list number.  If  you enter a number of  2 or more digits, Infinity recognizes it as a single mailbox number.  Sites that happen to have mailbox numbers in the 1-9 range should enter those with leading zeros: 01, 02, and so on.

The following instructions describe recording a new message for distribution as you would to circulate a voice memo.  But existing messages can also be distributed.  Just use the Give 4 command, record a comment (if applicable), and then press 4 to Send.

  • From the main menu, press 5 to record a message.  After pausing, review, erase, and append until you are satisfied with the message.
  • Then press 4 to send/Distribute.  The announcer asks you to enter a mailbox number or distribution list to send your voice message to.
  • Enter the distribution list number. 
    The announcer repeats the number and plays the distribution list name.
  • Press 5 to confirm.
  • The message is copied and distributed to all the mailboxes in the distribution list.
  • To keep a copy of the message for yourself, press 5 to Keep and Exit.  To delete your copy and exit, press 9.

Reviewing Existing Distribution Lists and Mailboxes.

This procedure will refresh your memory about your existing distribution lists and the mailboxes they contain.

  • From the main check-in menu, press 8 for User Options.
  • From the User Options, press 3 to Edit Distribution Lists.
  • To hear the mailboxes contained in a list, immediately enter the number of the list you wish to review.  (Stay on the line and don’t enter a number to hear the name of each list.)
  • The number is repeated.  If the list has a name, it is played.
  • Press 5 to list mailboxes.
  • The list number, List name and mailbox numbers are recited.
  • You can then add or delete mailboxes, or exit this menu.

Initiate E-Mail/Faxing of Text Message

Clients can initiate E-Mailing or faxing of text messages to themselves from the voice-checking menu.  This feature allows clients to receive text messages by either e-nail or fax any time they choose.

It also allows clients to initiate alphanumeric paging and remote printing.  Contact the system manager to see if this feature is available to you.

When this feature is enabled, clients will hear the following option added to the main

Voice check-in menu:  Please press 6 to receive your secretarial messages.

Steps for Initiation E-Mailing/Faxing of Text Messages

  • Call the voice check-in line and enter your mailbox number and passcode, (if any).  The voice announcer responds:
  • "Welcome, Your current status is at a remote office. You have to 2 voice messages and 5 secretarial messages."
    Press 7 to play the first message
    Press 6 to receive your secretarial messages.  Etc.
  • To have your messages e-mailed/faxed to you, press 6
  • It will take a few minutes for the messages to be sent to you.  Also if your fax machine is busy, that will affect how long it takes for the messages to be received.
  • The exact wording of the voice announcer’s initial response can vary slightly depending on the voice features you are using.

Help with Voice Commands (within Voice Mail)

Descriptions of voice keys, and the commands they perform, are available from many voice menus.  These include the main voice menu , the User Options menu, and the temporary status information menu.

  • At a help-equipped voice menu, press 0 for assistance.
  • The operator says: Press any key now for a description of its purpose.
  • Press a key you wish to know more about.  After the description, you are returned to the voice menu started at.

Custom Answer Announcements

If your phone number is initially answered by an operator, you may wish to record a custom auto-answer announcement.  Infinity auto-answer calls with an announcement during periods when operators are very busy.

If an operator can’t answer within a certain number of rings (typically 3), the call is auto-answered.  The call is then put on hold and assigned to an operator.

A typical auto-answer announcement would be:

"Thanks for calling Shantz and Associates. Please stay on the line as your call is important to us and will be answered in sequence"

Greeting and screening clients

You can also have your phone line answered by the system automatically, every time. Custom greeting announcements are also used to filter calls. An announcement giving business hours will satisfy some callers without ever talking to an operator. Giving the caller the option to leave a non-urgent message in a voice mail account and still having the option to get to an operator for urgent calls is the best of both worlds.

A typical announcement might be;

"Thank you for calling Shantz and Associates. Our office hours are Monday to Friday from 9am to 5pm. For urgent calls, press 0 at anytime. For non-urgent calls please leave a message after the tone and we will return your call on the next business day."

  • From the main voice menu, press 8 for User Options.
  • Then press 2 to Change your Auto-Answer Greeting.
  • Or, press 4 to change your main greeting.
  • Then press 2 to record the greeting.
  • Like any recording, after pausing you can review, erase, and append.
  • When you are satisfied, press 4 to Save the New Greeting.
  • Exit by pressing 9 repeatedly.

First-Time Tutorial Announcement

You may hear a tutorial announcement the first time you call the voice check-in line.  It describes how to set up a personal greeting and security passcode for a mailbox.

It is played right after you enter your passcode.  It is played only once, the first time you check in.

Voice Mail Options Available to Clients

In addition the basics, Infinity voice mail has many options that allow you to do more or use voice mail more efficiently.  Many were described previously in these instructions.  If you see features in the following list that you like, ask the system manager to provide them for you.

  • Record a comment to precede a message you send to another mail box.
  • Change temporary status to change Follow Me forwarding, paging or messaging arrangements
  • Record a custom auto-answer announcement
  • Record a name for your mailbox
  • Message Distribution Lists
  • Listen to a voice mail tutorial
  • Initiate Faxing Text messages whenever you wish
  • Mark messages urgent or confidential
  • Set a message for future delivery
  • Return receipt: checking who has played a voice message you sent
  • Have existing voice messages listed newest-to-oldest or the reverse
  • Have one personal mailbox greeting or separate day and night greetings
  • Played message retention time.  The manager has some flexibility in how long your played messages are kept in the system.
  •  Voice Message recording time: To allow callers more or less time to record messages.
  • Keep messages private from operators
  • Greet client by name upon voice check-in
  • Announce current status to client upon voice check-in
  • Announce mailbox number: when you receive a message from another client, that client number is announced before it is played (if a mailbox name exists.)

Send mail to mshantz@northerncom.com with questions or comments about this web site.

Call us at 800-461-3317 or 705-673-6888 and ask to speak to a sales rep.
We look forward to speaking with you!

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