Voice Mail

A personal Voice Mail service is associated to a personal telephone, that is: one that is used by one single person and is associated to this person in the ETHZ Mail Address List.

In this case, the first step is to request the voice-mail Service using the Nethz Tool:

1. Go to Nethz Tool in https://idn.ethz.ch
2. Select "meine Services"
3. Look for the service "Phone"
4. Below the title "Aktion" click on the button "Voice-Mail aktivieren".

You will have to wait maximal 15 minutes until the service is registered and active. You will know that the service is active when you receive a notification mail from the voice mail service with your access PIN.

At this point, your voice mail service is configured, and you can access your mailbox via voice right away or make additional configurations by calling the number 38880 and identifying yourself with the PIN number received.

It is advisable to customize your voice-mail, before using it. The first setup has to be done on the telephone. To perform this operation you will need the PIN you received in the notification mail.

1. The first time you dial into the UM Service number (38880) you will be asked to set up your greeting and name identifier:
   Call extension 38880 (extern +41 44 63 38880) in your desk phone
2. If you are not calling from your office phone, you will need to enter your 5 digit extension
3. The automated system will pronounce your name and ask to you enter your PIN
4. Enter your PIN and press #
5. Follow the prompts to record your name in your own voice. This will serve as identification to your callers
6. Follow the prompts to record a personal greeting, which will be played to callers when you are not able to answer. You can always change this later. If you do not record a greeting a standard greeting will be played instead.

The initial setup is now complete and you can choose to access your mailbox now or end the session.

Click the Reset my voice mail PIN... link and verify you want to reset your PIN in the dialog that appears.

An e-mail containing a new PIN will be sent to your mailbox.

The new PIN is temporary. You will be required to change the first time you use it.

Click on one of the radio buttons to select the desired greeting option:

• "Default voice mail greeting" = personal greeting
• "Greeting that lets..." = absence/vacation greeting

Using the radio buttons, you select which one of those greetings is active at one time.

To change the greeting, click "Call me..." and initiate a call so that you can record the greeting.

Per default, your personal number is already in the number field on the pop-up window. You can redirect the call to any ETH telephone, providing there the number you want the service to call in that pop-up window.

Follow then the voice mail assistant instructions on the phone.

Additionally to the voice messages left on your answering service, you can choose to receive a notification in your inbox when you miss a phone call and the caller does not leave a message.

You can also disable this option if you do not want to receive the lost call notification.

Here you can define special rules to handle the calls sent to voice mail. For example:

• Different actions on different conditions
• Different greetings
• Transfer calls to another number instead of sending them to the answering machine The rules in this section will be applied in the order they are listed
  

To define the telephone number to be called to register your greetings. Only ETHZ internal
telephone are allowed here.

This feature is not implemented in our organization.

1. Call 38880
2. Identify yourself with your PIN
3. Say "Personal Options"
4. Press "3" and follow the instructions.
5. You will need to enter your PIN twice and confirm it.

1. Call 38880
2. Identify yourself with your PIN
3. Say "Personal Options"
4. Press "4" to switch to touch-tone interface (control with telephone keypad)
5. The change is confirmed

1. Call 38880
2. Identify yourself with your PIN
3. Say "Personal Options"
4. Press "2".
5. Press "3".
6. The current greeting will be played.
7. Press "2" for change or "3" for delete, and follow instructions.

1. Call 38880
   
2. Identify yourself with your PIN
3. Say "Personal Options"
4. Press "2".
5. Press "1".
6. The current greeting will be played.
7. Press "2" for change or "3" for delete, and follow instructions.

1. Call 38880
2. Identify yourself with your PIN
3. Say "Personal Options"
4. Press "2".
5. Press "2".
6. The current greeting will be played.
7. Press "2" for change or "3" for delete, and follow instructions.

With the telephone set it is possible to register two different greetings (the personal greeting and the out of office greeting) and to switch between the two greetings.

Enable out of office greeting:

1. Call 38880 with your phone.
2. Enter your PIN
3. Press "6" for personal options
4. Press "1"
5. You will hear a message that the out of office greeting has been activated
6. Follow the further instructions on the phone 
   
   

Deactivate out of office greeting:

1. Use your phone to call 38880
2. Enter your PIN
3. You will hear a message informing you of the active status of the out-of-office greeting
4. Press "6" for personal options
5. Press "1"
6. You will hear a message informing you that the out of office greeting has been switched off
7. Menu "Personal options" is played again. End the call. 

1. Call 38880
2. Identify yourself with your PIN.
3. Say "Voice mail".
4. Follow instructions.

To create a new rule navigate to the rules page () and click on the "New Rule" icon You will see something like this:

The four main components of rules:

1. Name: for identification
2. Conditions: Conditions define when a rule is going to be applied
3. Actions: What will be done if the conditions are true and rule is run
4. Greetings: An ad-hoc greeting to be played with this rule

So, to create the new rule you:

1. Give a name in the first field
2. Select a condition. You can choose between different types of conditions: time slot, schedule in your calendar, etc.
3. Then you choose what the voice mail will do when the condition is met. Most used is to record a special greeting for this special case (option "Leave a voice Message").
4. Last, you will have to record the new greeting. To do this, you have to save the rule first clicking on the  save icon
5. Then, open the new created rule clicking on the edit icon.
6. Now you will be able to click on the title “Call me to play or record a greeting for this call answering rule”
   
   
7. You get a prompt to enter the telephone number to be called and click “Dial”
   
   
8. Your telephone will ring, you pick it up.
9. The answering service will inform you that:
   You have not recorded a greeting for this rule
   If you don’t wish to record a special message the default one will be played
   You can press 2 to record a new one
10. When you press 2, the system will guide you on how to record your greeting. For example, if you want the caller to leave a message, you have to indicate in your message something like "Press the # (hash) key to leave a voice message".
11. When you are finished recording, press the # key.
12. You will hear the greeting you just saved and will be prompted to confirm it (press 1), to rerecord it (press 2) or to cancel the operation.
13. Close the "Play on Phone" pop-up and save the rule.

You can create a rule that will run outside your working hours. First, you will have to set your working hours in your mailbox. You can do this in your web mail options. Select in the Options pane “Calendar/Personalization/Calendar appearance”.

1. Once in your web mail go to “Calendar/Personalization/Calendar appearance” on the left panel.
2. On the section "Appearance" select the appropriate days and time periods
3. Save it
   You can create a rule that will run outside your working hours.
   First, you will have to set your working hours in your mailbox. You can do this in your web mail
   options. Select in the Options pane “Calendar/Personalization/Calendar appearance”.
   1. Once in your web mail go to “Calendar/Personalization/Calendar appearance” on the left
   panel.
   2. On the section "Appearance" select the appropriate days and time periods
   3. Save it
   
   

Once the Working Hours are defined in your calendar, you can move to the rules section:

1. Open a new rule as described above
2. In the "Conditions" section select: "If it is during this period..."
   
   
3. Select "Outside Working hours" and click "OK":
4. To complete the rule, proceed as described in the main section above.

You can create a rule that will run depending on the status in your calendar. For example, when you are in a meeting.

In this case, when you have a meeting, and this meeting is scheduled in your calendar, your status will be "Busy". You can configure a rule based on this status:

1. Open a new rule as described above
2. In the "Conditions" section select: "My schedule shows that I am..."
   
   
3. Select "Busy" and click "Apply":
4. To complete the rule, proceed as described in the main section above.

It is also possible to compound different conditions to make a more complex rule. For example:

You need a special greeting when you are away from the office during your working hours. The rule will look like this:

Yes, the phone has to be diverted to 38880 in any case. Otherwise, the calls do not reach the voicemail system.

There are several possibilities for call diversion on the Siemens phones:

• Standard: all calls are forwarded directly to the answering machine, phone doesn’t ring
• Busy: calls are forwarded when the line is busy, phone does not ring.
• Missed calls: calls are forwarded when not answered after 40 seconds.

How to configure the call diversion depends on the model of your Siemens telephone set.

Manuals for all the ETHZ current models can be found on the Informatik Dienste site, in the Telephony section.

You can request a new PIN so:

1. Open a browser, go to "https://mail.ethz.ch/owa" and log in with your mail credentials.
2. Click on "Options" on the upper right side and go to the "See All Options ..."
3. Select the tab "phone"
4. Click on the text "Reset my voice mail PIN…"
5. Your new PIN will be sent to you via email.
6. This PIN is only a temporary one that enables you to set up a definitive one using your phone.
7. Call now the number 38880 and give the PIN you received in the email. You will be informed that the PIN is expired and guides you to configure your new definitive PIN.
8. You will have to enter the new PIN twice and confirm it.
9. Your PIN is now changed.

You can set a custom PIN so:

1. Call the number 38880 in your telephone.
2. Enter your PIN
3. Say "personal options"
4. Press "3" and follow the instructions.
5. You will have to enter your PIN twice and confirm it.
6. Your PIN is now changed.

1. Call 38880
2. Identify yourself with your PIN
3. Say "Personal Options"
4. Press 2
5. Press 1, 2 or 3 (depending on the greeting you want to delete)
6. The current greeting will be played
7. Press 3 to delete it

1. Call 38880
2. Identify yourself with your PIN
3. Say "Personal Options"
4. Press 2
5. Press 1, 2 or 3 (depending on the greeting you want to delete)
6. The current greeting will be played
7. Press 2 to change it and follow instructions

Yes, you can configure the two basic greetings (personal greeting and long absence greeting) using any telephone, even from outside ETH premises. In this case, instead of the UM extension number (38880) you have to call +41 44 63 38880.

Greetings associated to rules can only be changed using an ETH telephone and starting the call from the Web Mail interface.

Yes. It is possible to define two different greetings using only the telephone set. A general purpose text and a second one for the long absences. This second text is active when the Voice Mail Q&A "telephone greeting that lets the people know that you are away" under the "Personal Options" in your telephone is registered and enabled.

Using the web mail interface and an ETH internal telephone, it is possible to define multiple rules and greetings.

The standard/default language of this service is English.

The language the user hears after voice-mail is enabled on their own telephone set depends on their mailbox's language. If the mailbox is configured in German, the statements come in German, is configured in English, then they come in English.

Available languages are: German, English, French and Italian. With any other languages, the default language (English) will be used.

For standard greetings (no rules) the system automatically adds an additional message after the user prompt ("Please leave a message after the tone."). It is not possible to disable this message.

No. The standard/default language of this service is English.

1. Configure the working hours in your calendar
2. Set a rule for times outside your working hours

Yes, rules can be enabled or disabled using the check box under the column "Enabled" accordingly.

This sort of rules have to be defined in the Voice Mail server directly. Please contact the Service-Desk to request them.

Yes, you can deactivate this function in the "Notifications" panel in the Voice Mail configuration page in OWA (Options -> General -> Voice mail -> Notifications).

External telephone numbers require special configuration because they will have to be routed. Please use for configuration and forward purposes the phone number 044 633 88 80 (with front- 0 if required by your system)

For missed calls, you will receive an e-mail. If your caller left a voice message, an MP3 file will be attached to the mail.

The light on the telephone has now a different function: it will go on if the caller hanged up before the telephone diversion to the voice mail server kicked-on.

The phone system sends the voice-mail server the caller’s telephone number as the incoming call identification. If this number is found in the Exchange Address Book or your personal contacts and it associated to a single person, the information found about the caller is added to the Notification. If this is not possible, the information provided by the telephone system is provided as-is in the notification.

You have to activate the old number and activate the new number for the Voice-Mail service so:

1. Open the website "https://idn.ethz.ch" in your browser and log in.
2. Go to "meine Service" and click on "Phone".
3. Old and new numbers should be registered in the table "Rufnummern-Übersicht".
4. Click on the button "Voice-Mail deaktivieren" by the old telephone number to deactivate the Voice-Mail for that number.
5. Click on the button "Voice-Mail aktivieren" by the new telephone number to activate the Voice-Mail for that number.

If you do not see the new number in the table, you can still register it by clicking on the blue text "beliebige Telefonnummer dieser Mailbox zuweisen..." and following instructions. Once the new number is registered in the table, continue as described in point 5 above.