GoToConnect

Voicemail Guide

Everything voicemail, all in one place.

1Set Up Your Voicemail

A voicemail box is pre-built into each user's line and all ring groups. You don't have to do anything to set up your voicemail unless you want to customize the greeting and settings. See Manage Voicemail below for various setting options.

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Before we get started, let's check a few things:
• Make sure you are set up as a user with a line/extension. Reach out to your system admin if you are not set up yet.
• Make sure your find me follow me settings go to your voicemail if you don't answer.

Record Your Greeting From Your App
1. Log in to your mobile app.
2. Click the settings gear on the top left.
3. Click the record button next to the desired greeting type.
• Unavailable — Most common, used by default
• Busy — This can only be used if your line is part of a dial plan
• Temporary — This overrides the other two message types when selected
4. Tap the Record button to start the recording.
5. Tap the Stop button to end the recording.
5. Tap the Save button when you are done.

OR

Record Your Greeting From Your Deskphone
1. Determine what kind of greeting you want to use:
• Unavailable — Most common, used by default
• Busy — This can only be used if your line is part of a dial plan
• Temporary — This overrides the other two message types when selected
2. Press the voicemail button on your phone or dial *98/*99 from your phone or GoToConnect to access the voicemail menu.
3. Press 0 for Mailbox Options.
4. Record the desired greeting type.
5. Follow the voice prompts to accept, review, or re-record the recording.
6. Hang up.

Please note: If you have a pre-recorded voicemail greeting file that you want to use, reach out to your system admin to have that greeting uploaded to the system and assigned to your line.

Set Your Password
By default, your password is 0000. If you want to change that, follow these steps:

1. Press the voicemail button on your phone or dial *98/*99 to access the voicemail menu.
2. Press 0 for Mailbox Options and then press 5 to change the password.
3. Enter your new password of at least four digits and then press #.
4. Re-enter the new password and then press #.
1. Log in at https://my.jive.com.
2. Click the gear icon in the left sidebar and then choose Settings.
3. From Voicemail, check Enable voicemail-to-email notifications and then enter the email address to receive new message notifications.
4. Turn on Email voicemail recordings and then choose the format:
• .wav49 — Smaller file size (default, recommended)
• .wav — Larger file size, better compatibility with mobile devices

Please note: You can only send notifications to a single email address. To deliver notifications to a group, use an email alias (e.g., sales@guthrie.com) or create an auto-forward rule in your email client.

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2Set Up Shared Voicemail

Shared voicemails are independent voicemail boxes, separate from the voicemail box on a user’s line or a ring group, that can be created and added to a dial plan or to a personal user’s line if they prefer. They allow for multiple users to access and use the same voicemail box rather than each user having their own separate ones.

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Before you begin: You must have admin or super admin permissions.

Create the Shared Voicemail
1. Log in at https://my.jive.com/pbx.
2. Click Shared Voicemail Boxes in the left sidebar and then click Add Shared Voicemail Box.
3. The next available number will automatically populate the Extension; change this number as needed.
4. Enter a Name for the shared voicemail box.
5. Click the checkmark icon to save the voicemail box.

Record Your Greeting
1. Determine what kind of greeting you want to use:
• Unavailable — Most common, used by default
• Busy — This can only be used if your line is part of a dial plan
• Temporary — This overrides the other two message types when selected
2. Press the voicemail button on your phone or dial *98/*99 from your phone or GoToConnect to access the voicemail menu.
3. Press 0 for Mailbox Options.
4. Record the desired greeting type.
5. Follow the voice prompts to accept, review, or re-record the recording.
6. Hang up.

Please note: If you have a pre-recorded voicemail greeting file that you want to use, reach out to your system admin to have that greeting uploaded to the system and assigned to your line.

Set Your Password
By default, your password is 0000. If you want to change that, click the Voicemail Access tab in your shared voicemail box.

Customize Your Settings:
From your shared voicemail box, click the General tab to customize the following settings:
• Omit options
• Fax options

From your shared voicemail box, click the Voicemail tab to customize the following settings:
• Timezone
• Message Review
• Escape to operator
• Email notifications
• Privacy settings
A shared voicemail box cannot be assigned to a line key on a phone, eliminating the ability to visually monitor voicemails (blinking line key). However, by creating a standalone line that acts like a shared voicemail box, the line can then be assigned to a device line key. As such, all users that have this line assigned to their device will see the line key light up once a voicemail is received.

Before you begin: You must have admin or super admin permissions.

1. Log in at https://my.jive.com/pbx.
2. Click Lines in the left sidebar and then click Add Line.
3. The next available number will automatically populate the Extension; change this number as needed.
4. Enter a Name for the line.
5. Click the checkmark icon and then click the new line to configure its settings.
6. From Dial Plan, set Ring simultaneously to 0 seconds.
7. Verify If no answer, send to is set to Voicemail.
8. From Voicemail, customize the voicemail settings.
9. Click Save.
10. Click Devices in the left sidebar and then choose the phone that needs the shared voicemail added to one of its line keys.
11. From Button Configuration, select Line as the Button Type and then choose the new line you just created.
12. Change the Label to identify the shared voicemail.
13. Click Save.
14. Power cycle the phone to apply the changes.

3Check Voicemail

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See your phone guide to learn where to find voicemail on your phone.

1. Dial *99 from your phone or press the Messages key. Depending on the phone model, this button may have an envelope icon on it.
2. If there are multiple lines assigned to the device, select the desired line before completing these steps.
3. Dial your password (default is 0000).
1. Click the voicemail icon in the left sidebar.
2. Hover over a voicemail message for options.
1. Tap the home icon.
2. Tap Voicemails.
3. Tap the play icon to listen to a voicemail. Tap a voicemail entry for additional options.
1. Call your office extension.
2. Press * when you hear the voicemail greeting begin.
3. Dial your password (default is 0000).
1. Dial *98 from your desk phone or GoToConnect.
2. Enter the extension.
3. Dial your password (default is 0000).

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4Manage Voicemail

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1. Press the voicemail button on your phone or dial *98/*99 to access the voicemail menu.
2. Press 0 for Mailbox Options and then press 5 to change the password.
3. Enter your new password of at least four digits and then press #.
4. Re-enter the new password and then press #.
1. Dial *99 from your phone or press the Messages key. Note: Depending on the phone model, this button may have an envelope icon on it.
2. If there are multiple lines assigned to the device, select the desired line before completing these steps.
3. Dial your password (default 0000).
4. Press 1 for new messages or 2 to open a different folder.
5. Once you have found the message you want to delete, press 7.

Note: You can also delete voicemails from your desktop or mobile app.
1. Dial *98 or *99 to access the voicemail menu.
2. Press 1 for New Messages.
3. Press 8 for Forward Message.
4. Choose if you want to prepend the message or forward without a prepended message.
5. Hang up.
1. Log in at https://my.jive.com.
2. Click the gear icon in the left sidebar and then choose Settings.
3. You can customize the following options:
• Voicemail-to-email notifications
• Email voicemail recording format
• Delete messages after emailing voicemail
• Allow message review
• Escape to operator
• Change password
1. Determine what kind of greeting you want to use:
• Unavailable Message — Most common, used by default
• Busy — This can only be used if your line is part of a dial plan
• Temporary — This overrides the other two message types when selected
2. Press the voicemail button on your phone or dial *98/*99 from your phone or GoToConnect to access the voicemail menu.
3. Press 0 for Mailbox Options.
4. Record the desired greeting type
5. Follow the voice prompts to accept, review, or re-record the recording.
6. Hang up.

Please note: If you have a pre-recorded voicemail greeting file that you want to use, reach out to your system admin to have that greeting uploaded to the system and assigned to your line.
1. Press the voicemail button on your phone or dial *98/*99 from your phone or GoToConnect to access the voicemail menu.
2. Press 0 for Mailbox Options.
3. Press 4 to record a temporary message.
4. Follow the voice prompts to accept, review, or re-record the recording.
5. Hang up.

Please note: If you have a pre-recorded voicemail greeting file that you want to use, reach out to your system admin to have that greeting uploaded to the system and assigned to your line.
1. Dial *98 or *99 to access the voicemail menu.
2. Press 0 for Mailbox Options.
3. Press 4 for Record Temporary Message.
4. Press 2 to Delete Temporary Message.
1. Initiate a blind transfer from your phone. If you need help learning how to do this on your phone, check out our phone guides for details.
2. Transfer the call to 0 + extension.

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