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As Unified Messaging is a hybrid technology (Relies on both Exchange and Telephony components) the Teldata desk and ESS will often collaborate to troubleshoot some of the higher tiered questions.

About the Unified Messaging Dial Plans

All Telephone Extensions are routed through the Medford Calling Center, and thus all Unified Messaging accounts are by default created with the Medford Dial Plan. To determine which Dialplan someone is using, you can look them up in FSP Tools on the https://tuftstools.tufts.edu website, or contact the support escalation group.

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Unified Messaging is designed with Exchange as the destination client. You cannot forward mail to an external vendor and take advantage of listening to voicemails on the Voice Access, they will have to be retrieved and listened to at the external mail destination.

Understanding HOW Unified Messaging Works

  1. A call is placed to a Tufts University Phone Extension. If it is not answered, the Call Routing System (2) passes the call off to the Exchange Unified Messaging servers (3) to record a message
  2. The Call Routing system is how all phone calls make it to each extension. From a telephony perspective, if a telephone RINGS when its extension is called, then the call routing system is working. Troubleshooting if the phone does not reach voicemail should be done in the hand-off between (2) and (3)
  3. The Exchange Unified Messaging servers are tied DIRECTLY into an individuals mailbox. Once the call is handed off from the Call Routing System to Unified Messaging, the option to leave a voicemail for the expected person is presented. The recorded voicemail is then saved (via the email notification of the voicemail) to the mailbox of the Exchange account attached to Unified Messaging.
  4. Users may then access these recorded voicemails in one of two ways:
    • Voice Access: This number varies by campus, but by using the Voice Access PIN, listening to a message that has been left is possible
    • Email Access: The mailbox that the message was left for will be placed into the inbox as a message.

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