Service Alerts

SmartVoice Voice Mail

Frequently Asked Questions (FAQs)

I just set up my mailbox. When someone calls and I don't answer the phone it just keeps ringing. Why doesn't the call go to my voice mail?

Once you have set up your SmartVoice voice mailbox as desired, you must call the Telephone Services Assignment Office at 512-471-7800 and request to have your line transfer to voice mail when it is busy or there is no answer. Otherwise, callers will not be able to leave a message.

The red indicator light on my telephone continues to blink after I have checked and emptied my mailbox. How do I make it stop?

Call the Telephone Services Assignment Office at 512-471-7800. They'll be happy to look at the message-waiting queue to find the origin of the signal, and to reset it if necessary.

The SmartVoice desktop and Web programs frequently close or 'time out.' Can I stop that?

SmartVoice desktop and Web sessions will close after 30 minutes of inactivity. This is the same time out length of all UT EID applications. This helps to secure your communications and to ensure availability of active connections.

How can I listen to my voice mail privately?

Private access to voice mail is available through the telephone or by using headphones with your computer.

How do I know when I have messages in voice mail?

Look for the 'voice mail waiting' indicator, which may be one of the following:

  • a red flashing light or a button on you telephone set
  • an intermittent dial tone when you pick up your receiver
  • a forwarded message, if you forward your messages to an e-mail account

Are there training classes available for SmartVoice?

ITS offers two levels of training for SmartVoice. TX 201, SmartVoice - Basic Telephone Messaging, is focused on telephone access and the basic features of SmartVoice. TX 202, SmartVoice - Advanced Features, Phone & Desktop, introduces the optional features, such as multiple voice greetings, as well as access through a Web browser or desktop software.

You can view available class dates and register through TXClass.

If you would like to schedule an on-site departmental training session or demonstration of the service, please contact Chris Walker at c.walker@its.utexas.edu or 512-475-9407.

I forgot my telephone password. How can I get it reset?

Call the ITS Help Desk at 512-475-9400 to get your password reset.

How can I access my messages more quickly on the telephone?

Some tips for using the telephone interface:

  • If you’re logging in from the phone your mailbox is on, press the '#' key without entering the mailbox number when you hear the ‘mailbox’ prompt.
  • Press 2 to listen to a message. This will interrupt the message envelope (who sent the message, when it was sent, how large it is).
  • Press 6 to skip to the next message even if you are in the middle of a message.
  • Delete a message at any time during or after a message by pressing 76.

For more telephone commands, download SmartVoice Telephone Commands.

Why does every message start with detailed information about who called? Can I make it stop?

The message envelope (the caller's telephone number, name and the time and date of the call) is played before every message. You can suppress the message envelope in your preferences.

Why do I have to press 2 before my new messages will play?

SmartVoice is set by default to play your new messages only after you confirm you want to hear the message by pressing 2. You can configure SmartVoice to automatically play new messages in your preferences.

What would the phone interface do if someone were to send me an attachment?

When you log into SmartVoice using the telephone, you receive no indication that you have an attachment.

Do I have to use a computer to get to my voice mail?

No, SmartVoice voice mail is accessible using your telephone. However, some features are available only by using the desktop or Web applications.

Can I forward my calls to an off-campus telephone?

Yes, through SmartVoice, you can give your callers the option of being forwarded to one of two local numbers, for example, a receptionist or a cell phone.

Can I redirect or forward calls to a long distance number?

No. You cannot redirect or forward calls to a number where long distance charges apply.

How do I know if my mailbox is full?

When you reach your mailbox limit, your caller will hear a message explaining that a message cannot be left. When you log in to SmartVoice, either by phone or computer, you will receive notification that your mailbox is full.

If I forward my voice mail messages to my e-mail address, can I keep my SmartVoice mailbox from filling up without having to log into it?

Yes. You can set a message expiration time, or you can define the forwarding options to delete messages from your voice mailbox after they are forwarded.

How do I listen to text messages over the phone?

SmartVoice translates text messages to voice and reads them to you over the phone.

Can I type greetings and have the system "read" them if I don't want to record them?

No, you have to record your greeting either through the telephone interface or by using the desktop client software, if your computer has a microphone.

How does the system deliver voice messages when I forward them to an e-mail client?

When you set your preferences to forward your voice mail to an e-mail address, SmartVoice saves the message as a .wav file attachment and sends the attachment to the specified e-mail address. SmartVoice does not translate voice messages to text.

I am taking over someone else's phone. How do I get it assigned to me?

To have an existing mailbox assigned to a different person or group, send e-mail to the voice mail administrator with subject line "SmartVoice Order." In your e-mail, mention that you are moving an existing mailbox, and be sure to include the following information:

  • Phone number
  • New name and new UT EID (for individual mailboxes)
  • Department name (for department mailboxes)

Can I receive faxes using SmartVoice?

No, fax receipt is not a feature that is currently supported through SmartVoice.

I need to switch from a departmental mailbox to an individual mailbox. How do I do that?

To switch a SmartVoice voice mailbox from a departmental mailbox to an individual mailbox, or to switch an individual mailbox to a departmental mailbox, send e-mail to the voice mail administrator with subject line "SmartVoice Order." In your e-mail, be sure to include the following information:

  • Phone number
  • New name and new UT EID (for individual mailboxes)
  • Department name (for department mailboxes)
  • Whether you are switching from a departmental mailbox to an individual mailbox, or from an individual mailbox to a departmental mailbox

How does SmartVoice compare to Magellan, the old phone system?

Magellan, UT's previous voice mail system, was decommissioned on November 4, 2004. The following common functions are provided as a reference.

Telephone Login

Pager Notification

  • Magellan - Paging was configured by the administrator.
  • SmartVoice - Paging is configured by the mailbox user and is available 24 hours a day. Refer to Pager Notification for more information.

Transfer-out Numbers ("Zero-out Feature)

  • Magellan - Transfers were managed by the administrator, and could only go to other campus phones.
  • SmartVoice - Transfers are managed by the user, and can go to on or off-campus phones. Two different transfer numbers are available.

Telephone Greetings

Message Limits

  • Magellan - Messages were limited depending on the class of service.
  • SmartVoice - Each mailbox includes 20 megabytes (MB) of disk space, or approximately 80 minutes of voice messages. Users can configure their mailboxes to take maximum advantage of this space, or they can request more space.

Non-standard Voice Mailboxes

  • Magellan - Magellan provided announcement-only boxes, forwarding boxes, and routing boxes.
  • SmartVoice - SmartVoice provides announcement-only boxes which the user can customize. Forwarding boxes are unnecessary with SmartVoice. Routing boxes are also available.

Forwarding Your Phone

  • Magellan - If your calls were forwarded to another phone and then to voice mail, the caller would go to the voice mailbox of the other phone.
  • SmartVoice - If your calls are forwarded to another phone and then to voice mail, the caller will still go to the voice mailbox of the person they originally dialed.

Mailbox Portability

  • Magellan - Mailboxes could not be moved from one phone number to another.
  • SmartVoice - Mailboxes can be moved from one phone number to another, or the UT EID can be changed to give the box to a different user.

How does SmartVoice work?

Phone messages are stored on the SmartVoice server in standard .wav format, which is playable on virtually any platform. You can have all your phone messages forwarded to your e-mail inbox so you can listen to them through speakers or headphones. You can also use SmartVoice for text messages, including redirecting your e-mail address to your SmartVoice address. SmartVoice uses text-to-speech technology, which reads text e-mail messages to you over the phone.