FAQs
VOICEMAIL
What is voicemail?
How much does voicemail
cost?
How do I set up my voicemail
service?
How do I personalise or change
my voicemail greeting?
How will I know when I have a
voice message?
How do I listen to my voicemail
messages from my mobile?
What is voicemail call
return?
How do I use voicemail call
return?
Why isn't voicemail call return
working?
How many messages can be stored
on my voicemail service?
How long do messages stay in my
voicemail box?
How do I retrieve my voicemail
messages from another phone or
overseas?
How do I change my voicemail
security code?
What are the options for
diverting calls to voicemail?
How do I activate and
de-activate voicemail diversions on my
phone?
Can I divert my calls to my home
or office?
What happens if I don't use my
voicemail service?
How do I check, record or
re-record my Personal, Busy or Extended Absence
greeting on my voicemail service?
Why can't I connect to my
voicemail?
What is
voicemail?
Voicemail works in a similar way to an
answering machine. When you are unavailable to
take a call or you do not wish to answer, you
can divert calls to your voicemail for the
caller to leave a message.
How much does
voicemail cost?
Voicemail deposit is FREE (you are not charged
when people leave voicemail messages for you.)
Retrieving your voicemail messages by calling
321 costs 12c per 30 seconds.
How do I set
up my voicemail service?
To setup your voicemail service, please
perform the following steps;
- Switch on your mobile phone and dial 321 (charged call: 12c per 30 seconds with no flagfall) from your mobile.
- A recorded voice will ask you to enter a 4-10 digit PIN Code (security for your voicemail messages). Note: you cannot use sequential numbers eg. 3456, or repeated numbers eg. 4444.
- Enter your new Security PIN Code and press #.
- A recorded voice will ask you to record your name after the 'beep' and press #. This is used for the Standard Greetings and message delivery.
- You may also be asked to record a personal greeting of your choice and check your Time Zone location setting.
- Once complete your voicemail service will be set up and ready for use.
- Note: You will only be able to access messages after you have completed this setup process. Alternatively you will be taken through the setup procedure automatically the first time you try to retrieve a message. Voicemail set up can only be performed via your mobile handset.
How do I
personalise or change my voicemail
greeting?
To personalise your voicemail greeting simply
dial 321 (charged call: 12c per 30 seconds with
no flagfall) from your mobile phone and follow
the instructions.
First time users of voicemail will be required
to set up their voicemail service at this
stage, see "How do I set up my voicemail
service?"
- Select Option 1 to record your personal greeting OR select Option 5 to hear the pre-recorded 'Fun Greetings' and make your choice.
- Follow the voice prompts to record your personal greeting and then press 1.
- To return to previous menu, press * or to exit voicemail press the end call key.
If you are unsure of what to say, here is a
sample greeting "Hello, this is _________.
Sorry I can’t take your call but if you
leave a message with your name and number after
the tone, I'll get back to you soon. Thanks for
calling. Bye." Callers are more likely to leave
a message if you personalise your
voicemail.
How will I
know when I have a voice message?
When a caller leaves a message on your
voicemail, you will receive an SMS alert
notification which will provide instructions on
how to retrieve your voice message by dialling
321.
How do I
listen to my voicemail messages from my
mobile?
To listen to your messages from your mobile
phone, please perform the following steps;
- Dial 321 from your handset.(Call charges 12c per 30 seconds with no flagfall)
- You will hear a summary of how many new and saved messages you have.
- Messages will be played individually with the date and time received, unless date and time is turned off.
-
After each message you can select from
the following options:
Press: 0 To initiate a return call.
Press: 1 To hear the message again.
Press: 2 To save the message.
Press: 3 To delete the message.
Press: 4 To forward the message to another user.
Press #. The preceding message will remain as a new message. This will then skip to the next message. - After returning a call press ## to review the rest of your messages.
If you hear a prompt for you to record your
greeting when dialling 321, you are being asked
to set up your voicemail service. You will be
required to follow the voice prompts before you
are able to access any messages.
What is
voicemail call return?
Voicemail Call Return allows you to listen to
a voicemail message, and then return the call
at the touch of a button without exiting the
Voicemail box.
How do I use
voicemail call return?
After listening to the message, follow the
prompts to press "0" to return the call.
Voicemail call return is only available when
you access your voicemail box from your mobile
phone. When the Voicemail Call Return call is
completed, you are still connected to the
Voicemail box and so can continue to access
remaining Voicemail messages.
Why
isn’t voicemail call return
working?
Voicemail call return works by capturing the
number of the person who called you and storing
it for you to return the call. Sometimes the
voicemail box is unable to capture the
caller’s number for one or more of the
following reasons:
- The caller has Calling Line Identification suppressed on their line. This means that the caller has a withheld or private number, either for all calls or for a selected call. See "What is Calling Line Identification?"
- The call was an international call.
- The call was from a payphone.
- The number was overridden by a number entered by the caller.
- Some numbers, including 13, 1300, 1900 and emergency services numbers, will not be accepted as call return numbers.
How many
messages can be stored on my voicemail
service?
Up to 20 voice messages of up to 5 minutes per
message can be stored with voicemail. Played
messages will automatically be saved for 7 days
with the option to re-save the message as often
as needed. Unplayed messages will automatically
be deleted after 7 days.
How long do
messages stay in my voicemail box?
Played messages will automatically be saved
for 7 days with the option to re-save the
message as often as needed. Unplayed messages
will automatically be deleted after 7 days.
If your phone is not within coverage or is
turned off, the Network will continue to send
the SMS alert notification for a period of up
to 7 days.
How do I
retrieve my voicemail messages from another
phone or overseas?
You can still access your voicemail messages
from another tone dialling phone by following
the steps below.
- Simply dial 0411 000 321 (or from overseas* +61 411 000 321)
- To transfer to your own voicemail service press * (star).
- Enter your security code, then press # (hash).
- Enter your Mobile Number, then press # (hash).
Your messages will then be played back to
you.
How do I
change my voicemail security code?
From your mobile phone:
- Dial 321 from mobile phone (charged call: 12c per 30 seconds with no flagfall)
- Press 3 to select Personal Preferences and follow the voice prompts.
From another phone (eg. landline)
- Dial 0411 000 321
- Press * to access your own voicemail. (Your line provider will charge you the standard rate to call an Australian mobile number.)
- Enter your current security code then press #
- Enter your mobile number then press #
- Your messages will be played.
- After all messages are played, you will enter the Main Menu.
- Select option 3 for Personal Preferences.
- Select option 2 for security code preferences.
- Select option 1 to change your security code.
- Enter your new security code (between 4-10 digits long), then #. Note: you cannot use sequential numbers eg. 3456, or repeated numbers eg. 4444.
- Your new code will be played back.
If you have forgotten your voicemail
security code please submit your request to
reset the code via email to customercare@savvytel.com.au.
What are the
options for diverting calls to
voicemail?
There are two options for diverting calls to
voicemail:
- Conditional diversion - calls are diverted to voicemail when your phone is not answered, your number is engaged or your number is not contactable (i.e. your phone is out of range or turned off.)
- All calls diversion
You can change the diversions anytime using
the voicemail menus.
Simply dial 321 (Call charges: 12c per 30
seconds with no flagfall) and enter:
** - to access main menu
3 - to change personal preferences
3 - to change notification preferences (follow
the prompts to turn diversion on or off)
How do I
activate and de-activate voicemail diversions
on my phone?
There are 2 ways of activating and
de-activating your voicemail diversions:
- Through your handset menu. Please refer to your handset manual for instructions. To activate diversions manually through the menu of your phone, you will need to ensure that your mail box number is activated and programmed in your phone. If you wish to activate voicemail using your phone and require your mail box number to be programmed please submit your request via Customer Care.
-
Using the voicemail menus:
Simply dial 321 (Call charges: 12c per 30 seconds with no flagfall) and enter:
** - to access main menu
3 - to change personal preferences
3 - to change notification preferences (follow the prompts to turn diversion on or off)
Can I
divert my calls to my home or
office?
No, you can only divert to your voicemail
box.
What
happens if I don't use my voicemail
service?
Your voicemail mail box will not be deleted or
expire due to inactivity
How do I
check, record or re-record my Personal, Busy or
Extended Absence greeting on my voicemail
service?
To check, record or re-record your Personal,
Busy or Extended Absence greeting on your
voicemail service, simply follow the
instructions outlined below.
| 1. | Dial 321 from your mobile phone or 0411 000 321 from another phone. | ||||||||||||||||||||||||||||||||
| 2. | Listen to all messages then go to Main Menu. Press 3 for Personal Preferences. | ||||||||||||||||||||||||||||||||
| 3. |
Press 1 to change your greeting or
name. (The following preceding
numbers represents the dial
keys)
|
Why can't I
connect to my voicemail?
If you are attempting to connect to your
voicemail messages by dialling 321 from your
mobile or 0411 000 321 from another phone but
cannot get access, please check the
following,
- Ensure that a voicemail box number has been activated on your account. Without a mail box number you will not be able to divert calls and store messages. You can submit your request via email to customercare@savvytel.com.au.
- Have you recently received the new voicemail system? Please ensure you set-up the service first by dialling 321 from your mobile phone. Messages cannot be accessed without initial set-up.
- Have you changed your voicemail security code? Submit your request to re-set this code via customercare@savvytel.com.au.
- Ensure that you have sufficient credit when accessing 321 from your mobile. Dial 555 for an account balance.
