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 touch-tone 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 could not leave me a message because my mailbox was full. How can I prevent that?

A: Always delete unnecessary messages after you have listened to them, or move them to a folder on your PC. Often, the maximum message storage allowed 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.

Note Consult your service provider to see how much maximum message storage you have available.

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) that reside on the server. 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, or file messages on your local PC. It is important to remember that once you move messages to your local PC, they cannot be accessed through uOne. (To empty the Trash folder using Netscape Communicator, pull down the File menu and select Empty Trash Folder.) 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. However, if you have Attendant Call Coverage enabled, and your callers press 0, they will be transferred to your attendant.

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 do not 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 uOne provider 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 attempted to log in incorrectly.

Q: Why cannot I make a long-distance or international call?

A: The ability to make those types of calls may be restricted, depending on how your service provider has chosen to implement outgoing calls.

Q: Why is the message indicator light on my phone lit even though I do not have any new messages?

A: Your phone's message indicator light (or "stutter" dial tone) may remain active if you have accessed and read new messages from your PC. The light will turn off the next time you login to your mailbox from a phone, providing you have no new messages.

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 recipients.

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

Mailbox ID: The phone number associated with your mailbox. Your uOne provider 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.

Multi-line mailbox: A mailbox that has one primary phone number plus up to four secondary phone numbers. The terms primary and secondary do not reflect any differences in capability. All phone numbers (mailbox IDs) access the same mailbox and messages. However, each phone number has a separate set of greetings and settings for business days/hours, notification options, attendant coverage, and single number reach routines.

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), and cannot contain # or *. For security reasons, do not use your mailbox phone number as your PIN. Also, your PIN should be kept confidential except to those people you authorize to access your messages. If you have a multi-line mailbox, all your secondary phone numbers (mailbox IDs) use the same PIN.

Personal Access: A service by which your service provider assigns a unique telephone number that callers use to access your mailbox directly to leave you a voice message. You can also use this same number to access the system.

Note You may not have a Personal Access number; consult your uOne service provider.

Personal Fax: A unique telephone number that anyone can use to send you (and only you) a fax. The fax appears in your Inbox inventoried as a fax message. This is different from a number for a shared fax machine, where other people may have access to any fax received.

Note You may not have a Personal Fax number; consult your uOne service provider.

Phone number: Using typical U.S. phone number conventions, a 4-digit office extension number, a 7-digit local phone number, or a 10-digit long-distance phone number including a 3-digit area code. International phone numbers often use different conventions. Note that the ability to make long-distance and international calls may not be available, depending on how your Service Provider has chosen to implement outgoing calls.

Prompt: An instruction to help you perform a task.

Subscribers: People who have uOne mailboxes in your same system.

Voice mail: Recorded voice messages.

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