Technology enabling the business of government

How Unified Messaging Works

Will UM work with my current telephone system?

Yes.  The UM service will work with both Centrex and VOIP services.

Will the Centrex features (example *77) be the same? 

Yes.  Only the voicemail feature option will change.

Can a greeting be entered by typing?

 No, at this time greetings are vocal only.  Customers may create three types of greetings - “personalized”, “standard” or “default” greetings.

Do I have to receive a file when I receive voicemail in my email in-box?  

No.  Users may receive a notification-only or a file (.wav or MP3) or no notification.  This feature is set up by each user.

What is the average file size?

It depends if it is an MP3 or a WAV file.  WAV files are a lot larger. 

Are the WAV or MP3 files sent to the server or e-mail?

We are aware of the limitations due to email storage and that some firewalls block MP3 files.  The system can either send the entire file/message to an individual's email or just an email notification informing them that they have a voicemail message which will help with the storage capacity issues.

How can we prevent the system from maxing out the storage capacity of an email system?

If there is a concern that too many files are being sent to the email system, an agency can make a decision to have Unified Arts block this capability and allow only that notifications be sent.  This can be blocked on a per agency basis.

Can voice mail messages still be retrieved from a phone?

Yes.  The web and email are just additional methods for retrieving voice mail.

Regarding directory information in UM; when a supervisor lists assistant’s number in directory instead of his/her own, can the assistant’s number be listed in the UM directory?

Yes, the personal profile in the directory is entered and can be changed by the user.

Can the same voicemail box be used if an employee leaves and a new employee is hired?

The preferred method is for the GTA Admin to cancel the existing box and create a new unregistered box and the new user can set up the mailbox to their specifications.  However, it is possible to keep the same telephone number; the passwords can be reset.   Administrators will have the capability to do password resets.

Will the calling card capability replace the existing agency authorization codes?

No, not everyone will have access to the calling card feature.  This access will be determined by the individual agency.  This feature will not impact the internal agency authorization code capability.

Some voicemail boxes cover for other staff; will the “0” option feature send calls to other individuals?

The “0” option will give the caller the ability to transfer to another individual for assistance if they do not wish to leave a message (the Operator feature returns to the mailbox for leaving a message if the Operator does not answer). The follow-me feature can be used to send callers to another number (ex: cell phone) and then back into the voicemail box to leave a message if unanswered (it has the capability to send callers to three separate numbers before going into the voicemail box).  The voicemail system also has the capability to send the message and/or notification to three email addresses.

Our agency has a proprietary e-mail; how will this directory be imported into the UM system?

The system currently accepts three types of email applications (Outlook, Lotus, and GroupWise); we may not be able to import contacts from the proprietary email but we will look into it.

Does the distribution list send to contacts not on the new UM platform (state staff who have not yet migrated to the UM platform OR partner organizations (such as federal, county, or municipal entities)?  

No, it does not. 

I now have a light that indicates I have a message; will that continue with UM? 

The light and stutter dial tone are not typically used with UM systems and is not a part of the UM implementation.  To add this feature, it would be necessary to circumvent the design of UM and the project would incur additional cost.