NEAX Voice Mail

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NEAX Voice Mail

• Overview

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Advantages

• Access voice mail either through the phone or
  through Outlook
• In Outlooks in-box, District users can see the
  name or extension of a call made within the
  District.

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Advantages

• If messages are saved or deleted through Outlook,
  they are also saved or deleted on the phone.
• If messages are saved or deleted on the phone,
  they are also saved or deleted on Outlook.
• Messages are deleted after 28 days just like any
  other Outlook message.
• Setup can be done or the phone or with the
  web-based NEAXMail Assistant.

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NEAX Voice Mail
Issues and Answers
5
Issue

• Callers are being asked for a password when they
  call the extension.

Solution

• Phone user does not have an account in the
  system. Call or email the Help Desk and request
  that the user be added.

6
Issue

• Users phone is lighting up as if there are
  messages and messages are showing in Outlook, but
  user is unable to retrieve the messages on the
  phone.

Solution

• User has not completed the subscriber set up.

7
Issue

• User says that Outlook doesnt show an employees
  name, just the callers phone extension.

Solution

• The caller has not gone through the subscriber
  set up. The callers name is added to the system
  when the set up is done.

8
Issue

• User says that Outlook doesnt give the phone
  number, just says Message from an unidentified
  caller.

Solution

• All calls from outside the district are
  identified by Message from an unidentified
  caller.

9
Issue

• User says that phone was forwarded, but calls are
  not going to voice mail.

Solution

• When forwarding to voice mail, the user has not
  waited for the long tone that indicates that
  forwarding has been set.
• Sometimes user has not forwarded the correct line
  to voice mail.

10
Issue

• User says that a greeting was added, but callers
  are getting someone else.

Solution

• When setting up voice mail, the user has not
  changed the recorded name.

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Calling Trees

• Advantages, Issues and Answers

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Advantages

• Consistency within the district. All schools
  have the same basic greeting and the same first
  four options.
• Time savings for office staff and for the caller.
  

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Advantages

• Must answer line assures that the school can be
  reached during the schools business day.
• Must answer line allows for callers who hate
  use calling trees to press 0 to get directly
  to office staff.

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Sample Calling Tree

• Thank you for calling Mueller Elementary School,
  Home of the TEC Stars. At any time you may press
  0 to talk to a secretary or 9 to get weather
  related school closing updates. Our office hours
  are 830 a.m. to 500 p.m. Monday through Friday.
  For after hours emergencies ONLY, please call
  973-2100 to reach the USD 259 security department
  for assistance. Please listen to the following
  options to correctly direct your call
• Press 1 for Attendance
• Press 2 for the Office
• Press 3 for the Nurse
• Press 4 for Questions about lunch money
• Press 5 for the Social Worker
• Thank you again for calling Mueller Elementary
  School.

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Issue Inactive Calling Tree

• Each night, MIS Customer Service calls schools to
  verify that the phone lines are working and that
  calling trees are active. Inactive calling trees
  are considered an outage.

• Loss of power to the building can affect the
  voice mail system adversely. If off for an
  extended time, forwarding of the calling tree can
  be lost.

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Solution Inactive Calling Tree

• Re-forward the calling tree line to voice mail
  using Instructions for using the Main Line
  Calling Tree.
• Be sure to test the forwarding to be sure it is
  working as expected.
• Be sure must answer line is not forwarded to
  voice mail during the day.

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Calling Tree - Forwarding Issues

• User says that phone was forwarded, but voice
  mail is not active.

Solution

• When forwarding to voice mail, the user usually
  has not waited for the long tone that indicates
  that forwarding has been set. OR
• User has not forwarded the correct line to voice
  mail.

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Calling Tree - Forwarding Issues

• User says that phone was forwarded, but voice
  mail is not working.

Solution

• When forwarding to voice mail, the user has not
  waited for the long tone that indicates that
  forwarding has been set. OR
• User has not forwarded the correct line to voice
  mail. Be sure the phone display matches the
  phone template.

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Calling Tree - Forwarding Issues

• User says that callers are being forwarded to
  another school.

Solution

• Be sure that the 4-digit virtual line is being
  used with the 24 feature. Most 4-digit virtual
  lines are in the 1201-1299 and 1301-1399 range.

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Calling Tree - Forwarding Issues

• User says that callers are being forwarded to
  another school.

Solution

• The calling tree is tied to Outlook individuals,
  not phone numbers. Its very important that the
  Help Desk be notified of staff moves and
  ESPECIALLY people who are in the calling tree.

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Calling Tree - Forwarding Issues

• Callers are complaining that they get a fast
  busy when selecting from the calling tree.

Solution

• Persons in the calling tree MUST NOT use the 29
  feature. It interferes with calling tree
  forwarding.
• Try using Instructions for using the Main Line
  Calling Tree to un-forward, then re-forward the
  calling tree line to voice mail .

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NEAX Mail Voice Mail

• Questions Answers