FAQs and Glossary

Frequently Asked Questions (FAQs)

Q: Can I access the system from any phone, or do I have to use my own phone?

A: You can access the system from any phone, no matter where you are, at any time of day. You can use your car/cell phone, your home phone, your office phone, or any pay phone to access the system.

Q: One of my callers couldn't leave me a message because my mailbox was full. How can I prevent that?

A: Always delete unnecessary messages after you've listened to them, or move them to a folder on your PC. Maximum message storage is 30 minutes of messages, with messages averaging 1 to 1.5 minutes in length. When your mailbox is full, callers will not be able to leave you a message until you delete old messages from your mailbox.

Q: I hear the following message when I log into my mailbox, "You have no messages. I see your mailbox is getting full. You must delete some messages ..." How can my mailbox be getting full if there are no messages in the mailbox?

A: The system considers your mailbox as the sum of all the folders in your mailbox account, including the folders in your e-mail account. When you open your mailbox account using your PC, you will see several folders (INBOX, Trash, Sent, etc.). When you delete a message using the PC, the deleted message is moved to the Trash folder—this does not clear disk space! To get more disk space, you must delete messages from these folders on a regular basis. (To empty the Trash folder using Netscape Communicator, pull down the File menu and select Empty Trash Folder. To empty the Sent folder, open the folder and delete unnecessary messages). Messages that you delete using the telephone are not moved to the Trash folder, so available disk space is returned immediately.

Q: It sometimes takes the system a long time to play my first new message. How can I prevent this?

A: You can prevent system delays by deleting unnecessary messages from your mailbox. When you use the phone to retrieve messages, the system reads every message header in your mailbox to calculate an accurate message inventory. If you have a lot of messages, it takes longer to read the headers, which results in a delay in system response time.

Q: Do I have to listen to all the options before I make my selection from a menu?

A: No. You can press a key at any time; you don't have to wait for the system to list each menu option.

Q: Some of my callers want to skip listening to my greeting, and record their messages immediately. How can they do this?

A: Tell your callers to press any key when they hear your greeting. The greeting will stop playing, and they'll hear the record tone.

Q: If I delete a voice message on the PC, why can I still access it as a saved message through the telephone?

A: You must empty the Trash folder on your PC to delete a voice message. You should empty this folder regularly, and discard any messages you don't need. To empty the Trash folder using Netscape Messenger Mailbox, click on the File menu and select Empty Trash Folder.

Q: I know I deleted a voice message through the phone, so why do I still see it in my PC inventory?

A: Voice messages remain visible in the PC inventory until you update the inventory or exit Netscape Messenger Mailbox. To update the inventory, click on the Get Msg button.

Q: I got the following message, "Sorry, your mailbox has been restricted due to invalid login. Please contact your service provider to establish access to your services." How do I get back into my mailbox?

A: Call Customer Service to reset your mailbox. Your system administrator enabled the password lockout feature to prevent unauthorized access to your mailbox. When this feature is enabled, the user will be locked out of the mailbox after X number of unsuccessful login attempts across multiple sessions. This lockout occurred because an unauthorized user tried and failed to access your mailbox, or because you repeatedly logged in incorrectly.

Q: Why can't I make a long-distance or international call?

A: The ability to make those types of calls may not be available, depending on how your company has chosen to implement the system.

Glossary

Distribution list: A collection of phone numbers to which you can send messages. You can use a distribution list to send the same message, with one phone call, to multiple subscribers.

Global commands: Commands that are available from anywhere in the system. For example, you can press *0 at anytime to get help.

Mailbox ID: The phone number associated with your mailbox. Your system administrator will provide you with your mailbox ID.

Menu: A list of options. You can select options from the menu to accomplish specific tasks, such as replying to a message.

PIN: A unique identification number that prevents unauthorized access to your mailbox. Your PIN must be between 4 and 8 digits long (depending on how your company has configured the system), cannot contain # or *, and should not be the same as the last 4 digits of your phone number. Your PIN should be kept confidential except to those people you authorize to access your messages.

Personal Access: A single telephone number that callers use to leave you a voice message or send you a fax. You use this same number to access the system.

Phone number: A 4-digit office extension number, a 7-digit local phone number, a 10-digit long-distance phone number with area code, or an international phone number. Note that the ability to make long-distance and international calls may not be available, depending on how your company has chosen to implement the system.

Prompt: An instruction to help you perform a task.

Subscribers: People who use the system.

uOne: A service that provides you with Unified Messaging over the telephone or Internet. Unified Messaging allows you to receive all your messages—voice mail, e-mail, and faxes—in one universal mailbox, which you can access by telephone or over the Internet.

Voice mail: Recorded voice messages.

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