single inbox User Guide
A new voicemail option will allow you to receive your voicemail in your Exchange (Outlook) email inbox, as well as on your desk phone. This means you can listen to your messages and delete them right from your email inbox, without picking up the phone. If you are syncing your Exchange email to your mobile device, you will also be able to check your voicemails through the email app on your device. To enable this new feature, fill out an IT Communications Services work order request by going to louisville.edu/it/departments/communications/telephones/telephone. Click the work order system link at the top and log in with your ULink userID and password. There is no charge for this new option. Please see page 6 for additional details on requesting the service.
Once IT has enabled the single inbox option, you will begin to receive your voicemail in your email inbox. The information below will help you get started.
Receiving and playing voice messages in Exchange (Outlook)
When a voice message is left on your phone, an email is sent to your email Inbox. The email sender may be an individual, or “Cisco Unity Connection Messaging System <firstname.lastname@example.org>," for example.
The email shown below contains the voicemail message as an attached .wav file. To listen to the message, open the email and double-click the VoiceMessage.wav attachment to listen to the message.
Your selected media player will open and play the VoiceMessage.wav file. Tip: Use headphones if you would like to keep your voicemail private. Otherwise, your messages will play through your computer’s speakers like other audio files.
The Subject field includes the identity of the caller who left the voice message. A message from a caller not on the UofL phone system is generally listed in the Subject field as “Message from Unknown sender.” A new voice message will appear in bold font as shown below.
Receiving and playing voice messages on your smartphone
Using the single inbox feature on your smartphone is similar to using it in Exchange
(Outlook) on your computer. You must first sync your UofL email account to your smartphone, to be able to check your email and voicemail on your device. Tap the voicemail message in your smartphone’s email app to play the voicemail. Your smartphone’s media player will open and play the voicemail.
Tip: Use headphones if you would like to keep your voicemail private. Otherwise, your messages will play through your iPhone’s speakers like other audio files.
Functions such as checking Read and Unread status, and deleting, moving and forwarding your voicemail messages, work similarly on your smartphone as in your computer’s Exchange (Outlook) program. See below for details.
Managing your messages
Regular and bold fonts indicate Read and Unread status in the email inbox. The envelope icon in the email inbox will not change from a closed envelope to an open envelope, as it does for regular email.
Opening the voice message within your email inbox triggers your voicemail system to move that message into “saved messages,” and turns off the red message waiting light on the desk phone itself. When opened, the message in your email inbox will turn from bold font to regular font. Note: This doesn’t necessarily mean the .wav attachment has been played or listened to. A message can be marked as read automatically depending on your settings within Outlook. For example, if your reading pane options are set to automatically mark your email as read when you view it in the reading pane, a new voicemail message in your email inbox will turn from bold to regular font even if you haven’t actually listened to the .wav file. (More information about your reading pane options is available in the Exchange (Outlook) FAQs.)
You can mark the message as unread within email inbox (right-click and then click Mark as unread) to reverse the process. This will trigger the voicemail system to move the message back into “current messages” rather than “saved messages.” Your phone’s red message waiting light will turn back on.
Deleting, moving and forwarding messages
• Important: Do not move the email version of your voice message to another folder other than the email inbox (e.g. a folder you create to save email on a particular project). This would preserve the message within the email system and result in the voicemail being archived.
• Deleting a voice message from within your email inbox triggers the voicemail message to be removed from your voicemail system and to clear the red message waiting light on your phone. (This may take up to 30 seconds.)
• Deleting a voicemail using your phone will delete the corresponding message and .wav file from your email inbox.
• The voicemail storage policy applies regardless of how you access the voicemail messages, whether through your email program or your telephone. For example, a saved voicemail will be automatically deleted from your voicemail account after 14 days regardless of whether you listen to it with your phone or in your email inbox. Please see the voicemail storage policy FAQs for more information regarding the policy.
• If you would like to send the voicemail message to others, click Forward and then Send. Please note that forwarding a message turns it into an email. The forwarded email will be subject to the regular email retention policy.
Do not click Reply when responding to a voicemail message in Outlook. The email would go to <userID>@ucxn1.voip-mitc.louisville.edu, which is not a valid email address.
• Automatic Replies (Out of Office) messages that you set up in Outlook are ignored by the voicemail system and will not reach those who leave you voicemail messages.
Additional details on requesting the single inbox service
To enable this new feature, fill out an IT Communications Services work order request by going to https://stage.louisville.edu/it/departments/communications/telephones/telephone. Click the work order system link at the top and log in with your ULink userID and password. Click Comm. Services Work Order at the top left and then click Add New in the middle of your screen. Select Voice Mail Services from the drop-down menu. In the Description field, enter “Provide Single Inbox for <list first name, last name, ULink userID, telephone number and Exchange (Outlook) email address>.” Then enter your contact information and department name in the appropriate fields. There is no charge for this service. However, you will need to supply a speedtype number in order to submit the request. The work order will be routed to IT Communication Services and you will be contacted regarding your request.
To initiate service for multiple users: To request the service for multiple users, please follow the directions above, and in the Description field, enter “Provide Single Inbox for each of the users listed on spreadsheet via follow-up email.” Then send an email to IT_Communications_Customer_Service@louisville.edu and reference your work order number in your email. (Your work order number appears after you click Submit.)
Questions? For more information, please contact the IT HelpDesk at 852-7997 or email@example.com.