SINGLE INBOX - FAQ IT - Collaborative Technologies Group Abstract This document is for the intended audience of all Staff and Faculty within Sheridan College that currently use or plan to use the Voicemail sub-service identified as Single Inbox.
MICHAEL MITCHELL INFRASTRUCTURE ANALYST COLLABORATIVE TECHNOLOGIES GROUP
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Table of Contents Purpose................................................................................................................................................................................. 2 Section 1: General Questions ................................................................................................................................................ 2 •
What folders in my email client will my voicemail messages synchronize with? ......................................................... 2
• What happens when I delete a voicemail message through my voicemail mailbox or a Single Inbox message in my email client? ......................................................................................................................................................................... 2 •
What type of voicemail messages are not synchronized with my email? .................................................................... 2
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I have an "Out of Office" rule set up. Will people leaving me voicemail be notified? .................................................. 2
• Does the message waiting light turn off on my desk phone when I listen to or delete a Single Inbox message from my email program? .............................................................................................................................................................. 2 •
If I delete messages from within my email client will the voicemails still be accessible from a telephone? ............... 2
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I get Single Inbox messages in the same Inbox as my email, how do I tell the difference between them? ................. 2
Section 2: Managing Single Inbox Messages ......................................................................................................................... 3 •
Can I create a rule to send voice messages into a folder? ........................................................................................... 3
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How many new, saved, or deleted voicemails can I have before my voicemail box is full? ......................................... 3
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Is there a message aging policy on the voicemails in my Deleted Items folder? ......................................................... 3
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Why are my email rules not working for my Single Inbox voicemail notifications? ..................................................... 3
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How do I send a Single Inbox message with the VoiceMessage.wav file attachment to another person? .................. 3
Appendix A................................................................................................................................................................................ 4 Appendix B................................................................................................................................................................................ 5 Appendix C................................................................................................................................................................................ 6 Appendix D ............................................................................................................................................................................... 7 Appendix E ................................................................................................................................................................................ 8 Appendix F ................................................................................................................................................................................ 9 Sheridan Outlook Web App Examples .................................................................................................................................. 9
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Single Inbox – FAQ Purpose This document will look to provide answers to some of the most frequently asked questions about the Single Inbox service and will go into some depth about the details of how you the user can use and interact with the service.
Section 1: General Questions •
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What folders in my email client will my voicemail messages synchronize with? o Any subfolders under the Inbox folder o Any subfolders under the Deleted Items folder What happens when I delete a voicemail message through my voicemail mailbox or a Single Inbox message in my email client? o By default, when a user deletes a voice message in the voicemail system, the message is sent to the voicemail systems deleted items folder and synchronized with the Outlook Deleted Items folder. When the message is deleted from the voicemail systems deleted items folder, it is also deleted from the Outlook Deleted Items folder. However, messages that users delete using Outlook are only moved to the Deleted Items folder in Outlook, not permanently deleted. When the voicemail system synchronizes with Exchange, the message is moved to the voicemail systems deleted items folder. (See Appendix C & D) What type of voicemail messages are not synchronized with my email? o Draft messages o Messages configured for future delivery but not yet delivered o Broadcast messages I have an "Out of Office" rule set up. Will people leaving me voicemail be notified? o No. Automatic Reply (Out of Office) messages that are setup in your Microsoft Outlook are ignored by the voicemail system and will not be displayed to those who leave you voicemail messages. Does the message waiting light turn off on my desk phone when I listen to or delete a Single Inbox message from my email program? o Yes. Your MWI (Message Waiting Indicator) light on your desk phone will turn off when you perform one of the two following actions from within your email client. If you change the status of the Single Inbox message from "Unread" to "Read", or if you delete the Single Inbox message from your email client Inbox. (See Appendix A & B) If I delete messages from within my email client will the voicemails still be accessible from a telephone? o Yes. When you delete a Single Inbox message from your email client the voicemail message in your voicemail account will be moved from the voicemail "Inbox" to the "Deleted Items" folder within your voicemail account. Voicemail messages within the "Deleted Items" are still accessible for up to 5 days before being permanently deleted. (See Appendix A) I get Single Inbox messages in the same Inbox as my email, how do I tell the difference between them? o A quick way to view the Single Inbox messages that have been delivered to your email account is to do a search for “unityconn-pri.sheridanc.on.ca” in your email client. If you would like see some examples of what a Single Inbox message looks like, please (See Appendix F). 2|Page
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I received a Single Inbox message from “Cisco Unity Connection Messaging System” with a subject of “Unknown sender [phone number]”. Is it safe to open this email? o Yes. When Sheridan’s voicemail system receives a voicemail message from a phone number external to the college you will receive a Single Inbox message with the From field showing “Cisco Unity Connection Messaging System
[email protected]” and the Subject showing “Message from Unknown sender [phone number]” with [phone number] being the external phone number that left the voicemail message. (See Appendix F)
Section 2: Managing Single Inbox Messages •
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Can I create a rule to send voice messages into a folder? o Yes, but the voice messages will be marked as read and the message waiting light on your phone will be cleared. (Again, this may take up to 30 seconds.) How many new, saved, or deleted voicemails can I have before my voicemail box is full? o The default voicemail account has a size limitation of 14 Megabytes of storage. The number of voice messages that you can store in your voicemail box will depend on the length of time for each voicemail. 14 Megabytes of storage space would translate to approximately 20-25 minutes of voicemail storage. Is there a message aging policy on the voicemails in my Deleted Items folder? o Yes. The current aging policy for voicemails that are in the Deleted Items folder is 5 days. After 5 days your voicemails will be deleted permanently. (See Appendix E) Why are my email rules not working for my Single Inbox voicemail notifications? o The rules that you define in your email client for your Sheridan Exchange email account cannot automatically process the rules prior to delivering the voicemails to your email client. This is due to how the voicemail server interacts with our Sheridan Exchange server. The rules that you have defined in your email client will work if you run them manually after you have received a voicemail message in your email client Inbox. How do I send a Single Inbox message with the VoiceMessage.wav file attachment to another person? o Just use the Forward option as you would with a regular email and the attachment will be sent as well. When I try and reply to a Single Inbox message it tells me that the message was undeliverable or failed to send. Why did that happen? o This will occur with non-single inbox users i.e. those who have opted out, and non-Sheridan employees. Instead of replying to that user, try and forward the message to the user with their email address.
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Appendix A
LISTEN TO VOICEMAIL – From Voicemail Account Inbox Email Client
Inbox Voicemail Account
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Message Waiting Indicator Desk Phone
1
Single Inbox Message STATUS = “UNREAD”
STATUS Voicemail STATUS = “NEW”
Single Inbox message is created and sent to email account
Update MWI
MWI
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“LIGHT ON”
4 NEW ACTION
LISTEN TO VOICEMAIL
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STATUS
5
Single Inbox Message STATUS = “READ”
Voicemail STATUS = “SAVED MESSAGE”
Update MWI
MWI
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“LIGHT OFF”
Update Status of Single Inbox message
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Appendix B
LISTEN TO SINGLE INBOX MESSAGE – From Email Client Inbox Email Client
Inbox Voicemail Account
2 Single Inbox Message STATUS = “UNREAD”
Message Waiting Indicator Desk Phone
1
STATUS Voicemail STATUS = “NEW”
Single Inbox message is created and sent to email account
Update MWI
MWI
3
“LIGHT ON”
4 NEW ACTION
READ SINGLE INBOX MESSAGE
STATUS
Single Inbox Message STATUS = “READ”
5
6
Voicemail STATUS = “SAVED MESSAGE”
Update MWI
MWI
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“LIGHT OFF” Update Status of Voicemail message
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Appendix C
DELETE VOICEMAIL – From Voicemail Account Deleted Items Email Client
Inbox Email Client
Inbox Voicemail Account
5
6 Single Inbox Message STATUS = “READ or UNREAD”
Request To Move Single Inbox Message to Deleted Items folder
Message Waiting Indicator Desk Phone
1
Single Inbox Message STATUS = “READ or UNREAD”
Move Single Inbox message to Deleted Items folder
Deleted Items Voicemail Account
Voicemail STATUS = “NEW or SAVED”
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STATUS
NEW ACTION
DELETE VOICEMAIL
Voicemail message moved To Deleted Items folder
MWI
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“LIGHT OFF”
3
Update MWI Voicemail STATUS = “NEW or SAVED”
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Appendix D
DELETE SINGLE INBOX MESSAGE – From Email Account Deleted Items Email Client
Inbox Email Client
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Inbox Voicemail Account
Deleted Items Voicemail Account
Message Waiting Indicator Desk Phone
4 Single Inbox Message STATUS = “READ OR UNREAD”
Voicemail STATUS = “NEW or SAVED”
Move Voicemail message to the Deleted Items folder
Request to move Voicemail message to the Deleted Items folder
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STATUS
NEW ACTION
Single Inbox message moved to email account Deleted Items folder
DELETE SINGLE INBOX MESSAGE
MWI
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“LIGHT OFF”
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5 Single Inbox Message STATUS = “READ OR UNREAD”
Update MWI
Voicemail STATUS = “NEW or SAVED”
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Appendix E Single Inbox Voicemail – Message Aging Policy Inbox Folder
Deleted Items Folder
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Voicemail Status = “New”
User listens to voicemail NO
YES
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3 Voicemail Status = “New”
Voicemail Status = “Saved”
After 30 Days of no status change voicemail is moved to the Deleted Items folder
Voicemail Status = “Deleted”
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After 5 Days of no status change voicemail is permanently deleted
Voicemail Permanently Deleted
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Appendix F
Single Inbox Messages – What Do They Look Like? As soon as you have your Single Inbox account setup you may start to see new email messages in your Sheridan email client(s). So how do you differentiate from your regular emails and a Single Inbox message? Below are some screenshots that will help you identify some key identifiers of a Single Inbox message.
Sheridan Outlook Web App Examples Single Inbox Message from Sheridan Employee – Summary View
Single Inbox Message from Sheridan Employee – Detail View
Single Inbox Message from Unknown Sender - Summary View
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Single Inbox Message from Unknown Sender – Detail View
Single Inbox Message from Unknown Sender With Blocked Caller ID – Summary View
Single Inbox Message from Unknown Sender With Blocked Caller ID – Detail View
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