Service Alerts

SmartVoice Voice Mail

Troubleshooting

Setting the Correct Time Zone

Note: The following information applies to users who have scheduled greetings that start and stop playing at specific times.

Users might experience issues with scheduled greetings in SmartVoice since the Daylight Saving Time (DST) start and end dates changed. Scheduled greetings might be off by an hour when Standard Time changes to DST or vice versa.

The time change settings are hard-coded in the current version of the SmartVoice server software, though ITS expects these settings to be updated with an upcoming version of the software. In the meantime, ITS has moved the SmartVoice server to the Indiana (East) time zone for the duration of Daylight Saving Time. The Indiana (East) time zone sets the SmartVoice server to the correct offset from Greenwich Mean Time (GMT) and ensures that the server will not automatically change on the previous DST start and end dates.

To update the time zone using the SmartVoice Desktop software:

  1. Log in to the SmartVoice Desktop Software.
  2. Open your Voice Greetings folder, then open your scheduled greeting(s).
  3. Select the Scheduling tab and make sure the Time zone field is set correctly:
    • During Standard Time, set the time zone to "(GMT-6:00) Central Time (US & Canada)."
    • During DST, set the time zone to "(GMT-5:00) Indiana (East)."
  4. Check the scheduled greeting's start and stop times to make sure they are correct. Adjust if necessary.

To update the time zone using the SmartVoice Web application:

  1. Log in to http://smartvoice.utexas.edu.
  2. Select Voice Greetings, then open your scheduled greeting(s).
  3. Scroll down to the Scheduling section and make sure the Time zone field is set correctly:
    • During Standard Time, set the time zone to "(GMT-6:00) Central Time (US & Canada)."
    • During DST, set the time zone to "(GMT-5:00) Indiana (East)."
  4. Check the scheduled greeting's start and stop times to make sure they are correct. Adjust if necessary.

Note: When greetings are created, they are set by default to the correct current time zone. However, greetings created during the previous time zone setting will be off by an hour. Users must correct these greetings manually.

Outlook and Entourage Filtering Forwarded Messages to Junk E-mail (February 22, 2007)

Users who forward voice messages to an e-mail address and access them using Microsoft Outlook may find those messages inappropriately filtered into the Junk E-mail folder. It is possible that recent Microsoft security patches may have caused this behavior.

To prevent this problem, add the SmartVoice server to your list of allowed senders.

In Outlook, Update Safe Senders

  1. Open Outlook.
  2. Look in the Junk E-mail folder for messages that may have been inappropriately filed.
  3. From the Actions menu, select Junk E-mail, and then Junk E-mail Options. Note: If you receive a warning because you are in online mode, you can click OK and proceed.
  4. In the Junk E-Mail Options window, click the Safe Senders tab.
  5. Click Add, and enter the following text in the domain field: @FC.its.utexas.edu
  6. Click OK to exit the Junk E-mail Options window.

In Entourage, Update Safe Senders

  1. Open Entourage.
  2. Look in the Junk E-mail folder for messages that may have been inappropriately filed.
  3. From the Tools menu, select Junk E-mail Protection.
  4. In the Junk E-Mail Protection window, click the Safe Domains tab.
  5. Enter the following text in the domain text area: @FC.its.utexas.edu. Use a comma to separate entries if there is more than one.
  6. Click OK to exit the Junk E-mail Protection window.

QuickTime 7.0 Incompatible with Safari (May 25, 2005)

Due to a software incompatibility issue between the Safari Web browser and the QuickTime 7.0 plug-in, Mac users should not use use QuickTime 7.0 with the Safari Web browser to listen to their SmartVoice voice messages. There are several alternatives:

  • Upgrade to the latest version of QuickTime by visiting the Apple Support Web site (requires Mac OS 10.3.9 or later). This incompatibility issue has only been reported with QuickTime 7.0.
  • Mac OS 10.4.x users can use browsers other than Safari. Versions of QuickTime prior to 7.0 are not supported on Mac OS X. See the BevoWare Web site for a list of browsers available by free download.

Configuring the Call Transfer Preference (May 6, 2005)

On Friday, April 22, 2005, a SmartVoice server upgrade was made that affects the way that call transfers must be set up. Until the next version of SmartVoice is released, all call transfers must be defined for each greeting, instead of globally.

For instructions on setting up call transfers, refer to Transferring Calls (“Zero-out”).

Note: Call transfers set up before April 22, 2005 are not affected, and no further actions are necessary.