Common Short Codes – Voicemail

by Doug Rogier on October 20, 2015 · 0 comments

in ScanSource Catalyst,ScanSource Catalyst Tech Support,SMB

Avaya

Voicemail Short Codes

One of the more common subject matters of calls into our support group is around Short Code tricks. A Short Code is a way to map a feature or function to a dial string within IP Office. These are only available on Essential edition and above, but can make many cumbersome tasks simple. There will be a few posts in this series, and if you find some we left off, add them to the comments below.

This group of codes is all around Voicemail interaction. Unless specified these will work on both Preferred and Essential voicemail.

Short code for manually transferring call to voicemail.  Many times a caller would like to just leave a voicemail and not talk to the party or wait around for someone to become available. This common code bypasses all the pleasantries of ringing the phone and sends the call direct to the Leave Message prompt in voicemail.

Code: #XXX (one X for every digit in the dial plan)

Feature: VM Collect

Telephone Number: “#”N

To use, press “transfer” then # and the Extension / mailbox number. The format of the Telephone Number field is very important here as voicemail has to process the # and IP Office process the N, therefore the “#” tells IP Office to ignore this and pass it along as is.

Short code for specifying a Mailbox Leave Start Point. Very similar to the previous example this code allows a forward directly to a specific mailbox Start Point. This is useful for DTMF break outs, AfterHours call routing, and AutoAttendant functions. The dialed string is fixed and does not allow for any ambiguity about the destination which cleans up some situations. The code here can literally be any number string not already in use with or without the asterisk (*) character.

Code: *99

Feature: VM Collect

Telephone Number: “#200″ (the example 200 mailbox can be any Extension or Group number)

Short code for accessing a different mailbox than your own. (Only supported with Embedded VM)   This would be used if you ever need to listen to the voice messages in other mailboxes. This includes Hunt Group mailboxes. There are several variations of this Short Code that are used for this purpose. These Short Codes are not supported with VM Pro.

Code: *99

Feature: VM Collect

Telephone Number: “?200”
The example 200 mailbox can be any Extension or Group number. This variation allows you to log into that specific mailbox.

Telephone Number: “?”
This variation only works with Embedded VM in Intuity mode, and will ask you to specify the mailbox you want to access by dialing the extension number.

Telephone Number: “?Anonymous”
This variation only works with Embedded VM in IP Office mode, and will ask you to specify the mailbox you want to access by dialing the extension number.

Code: *99XXX (one X for every digit in the dial plan)

Feature: VM Collect

Telephone Number: “?”N
This variation the user dials *99 and the mailbox extension number they want to access. Example *99200

Short code for accessing a Voicemail Pro Module.   There are many wonderful things that can be done in Voicemail Pro. The first step to acing that new wonder is how to access the call flow. A Short Code is a direct way to reach that Start Point, and can subsequently added as a destination in call routes and forwarding scenarios. Again the code can be any dial string not in use, *99 is a generic example.

The most important part of the code here is the module name. While there are some tricks with using a Hunt Group name, this name should be kept unique. In some versions using a duplicate name could get you access to the module instead of the Hunt Group Start Point, but this has been inconsistent between versions and is not the intended method. Better to stick with what works across the board than play roulette with your customer.

Code: *99

Feature: VM Collect

Telephone Number: “Module Name”

Since this code will simply access the named module it can be programmed in System Short Codes for general access, or in User Short Codes for restricted access. Incoming Call Routes can point directly at this code. Calls can be forwarded to this code, and DTMF break outs can point here as well.

Notice all these codes used the VM Collect (Voicemail Collect) feature. This is common for Voicemail Pro. Essential Voicemail is not as free form as Voicemail Pro and therefore has some special codes to help deal with those restrictions. One is the AutoAttend feature.

Short code for accessing an Essential Edition Auto Attendant.  This code is used to forward a call to an Essential Voicemail AutoAttendant from either a user or an incoming call route. Here the name is very important to match even the case of the destination AA module as programmed.

Code: *99

Feature: AutoAttend

Telephone Number: “AA:ModuleName”

This formatting bypasses any type of Hunt Group or User name and goes directly to the list of Essential Auto Attendants. The Greeting or Menu played will depend upon the settings within the module.

 

That is all the codes for this post. We hope they will prove helpful and we will be sure to follow up with a new set of codes in the near future.

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