...
| Info |
|---|
Typical Requests that might require escalation |
- UM Tipsheet and FAQ (see link above)
- UIT Client Services Center (uitsc@tufts.edu, x73376)
- Will then Escalate to the Teldata desk for account related issues and concerns with the Call Routing platform.
- Will Escalate to the UIT-ESS group for systemic Unified Messaging Issues.
...
| Info |
|---|
Once the message is removed from the inbox or marked as "read" by either the Email Client OR the Telephone, it will disappear from the other access. The voice message is directly attached to the notification email and all access points into Unified Messaging to listen to or manage messages occurs into the mailbox itself. |
Group Extensions
In some ways this is a very loosely defined term. Group extensions, like Group calendars in Exchange, may be used for several reasons. There are a few things to keep in mind:
- Every Unified Messaging Voicemail box MUST be attached to an Exchange account
- That exchange account does not have to be the individuals exchange account, but they will not receive email notifications of new voicemails if this is the case.
There are a couple of different scenario's in which a group extension may be recommended:
- A phone extension is used as a departmental or group phone, and multiple individuals take part in checking the voicemail of the phone.
- A phone extension is used as a departmental or group phone, and only one individual takes part in checking the voicemail of the phone BUT the voicemail message must be separate from that individual's personal voicemail
- An individual absolutely cannot receive email notifications for voicemail to their personal or shared group mailbox. In this situation a separate mailbox can be created to house just their voicemail, but this will sever all access to electronic voicemail.
Some Caveats to keep in mind:
- If a group mailbox is used as the delivery point for Unified Messaging, the same rules apply. if the message is marked read or deleted it will be removed from the inbox on the telephone.
- In some cases if only an individual collects voicemail for a group phone extension and does NOT need a personal voicemail recording, the "Group" extension can be assigned to their personal extension, but extra care needs to be made during staff transitions to make sure the voicemail is unaffected by the coming and going of the individual.
Transitioning Mailboxes from one person to another
As people enter and leave the university, the following is true:
- One person may have multiple UM extensions, but UM extensions can ONLY be mapped to a single exchange mailbox.
- The ability to leave voicemail for an individual after their 28day grace period will cease. It is possible to re-route the extension to another person, but if a private message needs to be left then a group extension will be employed.