Verizon Voice Mail System Upgrade Information

Verizon has been upgrading to a more advanced voice mail system nationwide.

Boston Campus – February 24, 2014
On Monday, February 24, 2014, Northeastern worked with Verizon to switch over the Boston campus (all 617.373.XXXX phone numbers) to the new system.

Dedham Campus – July 8, 2014
On Tuesday, July 8, 2014, Northeastern will work with Verizon to switch over the Dedham campus (all 781.328.XXXX phone numbers) to the new system.

Burlington Campus - Tentatively scheduled for September 2014
Northeastern is work with Verizon on a date for the upgrade to the new system.

This FAQ page will be updated regularly during the upgrades to the new system.


Who is impacted by this upgrade?
The Boston campus – all 617.373.XXXX phone numbers – were upgraded on February 24, 2014.
The Dedham campus – all 781.328.XXXX phone numbers – will be upgraded on July 8, 2014.
The Burlington campus is tentatively scheduled for later this year. Other Northeastern locations, including the graduate campuses in Seattle and Charlotte, utilize a different voice mail system and are not impacted by this upgrade.

How will the upgrade affect me?
You will automatically upgrade to a new voice mail system. Once the upgrade is complete, you must follow a few simple steps to set up your new mailbox.

After the upgrade will I be able to access voice mail the same way?

Dedham
Yes. You can continue to access messages by dialing x8008 on campus or 781.320.8008 from off-campus.

Will I have access to my old messages?
Following the switch over you may access your old messages for 30 days.

Dedham

  1. Dial into the voice mail system
  2. Press 7 on the main menu.
  3. Enter your 10-digit (781328XXXX) mailbox number and passcode for your old mailbox.
  4. To return to your new mailbox, hang up and redial the voice mail extension x8008.

What will I need to do after the upgrade?
You will need to set up your new mailbox. If you do not set up a mailbox callers will not be able to leave you a message. Follow these steps:

Dedham

  1. Access the voice mail system
    • On campus – Dial extension 8008.
    • Off campus – Call 781.320.8008. When the system answers press #. Dial your mailbox number 781.320.XXXX (your extension number).
  2. Enter your temporary password (the last four digits of your telephone number) followed by the pound (#) key. For example if your phone number is 781.320.1234, enter 1234#.
  3. You will be prompted to set up your new voice mailbox. Select personal options from the main menu (3) and follow the prompts to record a new greeting, record your name and to create a new 4- to 10-digit password and save it. For your reference we have created a menu guide.
  4. For areas utilizing more advance features, you can also set up mailbox extensions, recreate group lists, and customize programming features like Reminder Call and Outcall Notification. The system will prompt you through the steps. Please see the menu guide and FAQ page for additional information.

Will messages I receive after the upgrade automatically be deposited in my new mailbox?
Yes. Messages received after the upgrade will be deposited in your new mailbox, once it has been set up.

What happens if someone calls me during the upgrade process?
If someone calls your extension during the upgrade process (approximately 10-11 p.m. EST), they  will get a busy signal.

Following the upgrade, if a someone calls your extension and you have NOT set up a new voice mailbox, they will be unable to leave you a message. If a someone calls your extension and you HAVE set up a new voice mailbox, they will be able to leave you a message in your new mailbox.

Do you have an example of the new menu structure?
Yes.
Boston - Click here to download a PDF
Dedham  - Click here to download a PDF

Are there any new features?
Yes, there are several new features giving you the flexibility to configure the voice mail system:

  • A new voice for system prompts.
  • The choice between a male or female voice.
  • The choice to hear full prompts or abbreviated ‘quick’ prompts. For example:
  • Full prompts: “To listen to your messages press 1. To send a message press 2. For your personal options, press 3.”
  • Quick Prompts: “To listen, press 1. Send a message, press 2. Personal options press 3.”
  • The ability to choose a system greeting for callers excluding a name or number. Example: “You have reached a voice mailbox.”
  • The option to renew expired messages by pressing [7] after listening to the message. This will turn your Message Waiting Indicator back on.
  • Some Call Answering mailboxes will have a Personal Receptionist option for callers to zero out to an operator. You can now turn this option on or off and specify the extension which will have calls answered by the operator.
  • The option to be notified if a recorded message cannot be delivered (e.g., the mailbox is full). After you record your message, press [4] for delivery options, then [5] for non-delivery receipt.
  • End of recording warning tones: a 20-second warning tone before the end of recording time for callers leaving messages, when you are recording reminder and wake-up calls, or when you send messages.
  • The ability to increase or decrease the speed and volume during message playback.

Will there be any changes in how my mailbox works?
You may notice some minor changes. The enclosed menu map provides more detail on changes.

  • To help maintain security, you will not be able to use any portion of your phone number, repeating digits like 2222, or sequential numbers like 1234 when establishing or changing passcodes.
  • If you have activated mailbox extensions, you will be prompted for your mailbox identifier (your sub-mailbox extension number or 0 for the base/main mailbox) before you enter your passcode.
  • The upgrade now offers Wireless Notification, which sends a text message when messages arrive in your mailbox. You can activate this feature in the Notification Options menu (see the menu guide PDF). Text message charges apply based on your carrier and plan if you activate this feature.
  • Guest mailboxes will no longer be offered.
  • Automatic time and date information can now be removed from messages. From the main menu, choose [3], [8] to turn this feature on/off. If you want to hear when a message was received, just press [6] after listening to the message.
  • If you use mailbox messaging:
    • You will not be able to send messages to other Verizon customers in your area until they have also moved to the new system
    • To send a message between the main/base mailbox and extensions or to a mailbox extension of another customer’s mailbox, enter the mailbox number plus the extension number (e.g., 212-555-12341 for extension 1).
  • If you use Pager Notification, you will be able to use a schedule and select the pager provider through the mailbox prompts. Multiple mailbox extensions can set their own pager company and pager number for notifications. Only pagers able to receive email notifications are compatible; pagers capable of receiving digits-only will no longer be supported. Available pager companies are:
    • Cook Paging Service
    • Digicom Service
    • SkyTel
    • USA Mobility
    • American Message Service (American Messaging)
  • Reminder calls have been expanded to allow one-time, daily, weekdays, weekends, or specific days of the week and can be set for up to one year in advance.
  • The retry schedule for Reminder Call and Outcall Notification will change to three retries every 15 minutes.
  • If you have a mailbox with a fictitious telephone number, callers will no longer be able to call the access number to leave you a message. Only mailbox-to-mailbox messaging will be available. Your mailbox will be identified by your Name Recording, and there will be no greetings associated with this type of mailbox.
  • If you skip a message during message playback by pressing [#], your message waiting indicator [interrupted dial tone or light] will remain on. You must either save or delete the message to turn off the message waiting indicator.
  • Extended Absence Greeting, which allows you to record a temporary greeting that callers must hear, is now also available for extensions of Multiple Mailboxes.

I have additional questions that are not answered here. Where can I get more information?
Please contact the ITS Service Desk at 617.373.4357 (xHELP) or help@neu.edu.

Updated July 2014