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FAQ's

Frequently Asked Questions

 

  1. What will happen to my messages on the old system?
  2. We use caller menus in our department/clinic.  How will the transition be handled?
  3. Is there a web interface?
  4. I use one of the notification options on Modular Messaging (Call Me, Find Me, Notify Me).  Is there a replacement on the AVST CX?
  5. Can I still use Avaya Equinox?
  6. Is there a mobile app?
  7. What do I do if I forget my security code?
  8. How many times can I enter my security code incorrectly before the system locks me out?
  9. Do I have to listen to all of the prompts every time?
  10. Can the system play the time and date a message was sent?
  11. Can I access my voice mailbox from home?
  12. How long will my messages be saved?
  13. How many messages can I have in my mailbox?
  14. Can I change the order my messages are played?
  15. I’m going to be away from the office. How can I make sure people don’t skip my greeting so they know I won’t be returning messages?
  16. Can the system call my pager or cell phone to notify me of messages? 
  17. How can I transfer a caller directly to someone's mailbox?

What will happen to messages on the old system?

After October 3 at 9:00 PM all new messages will be deposited into your new mailbox on the AVST CX system.  However, you will have access to your old messages in your Modular Messaging mailbox until October 20. After that time the old system will be decommissioned.   Go to How to Access Your Messages in the Old System for instructions. 

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We use caller menus in our department/clinic.  How will the transition be handled?

Technical Operations Group (TOG) Analysts have been assigned to work with each of our departments and clinics that use this feature.  They have been working in concert with departmental representatives to recreate your existing menu structure in the AVST CX system.  Those contacts are aware of the date they need to complete their new recordings. If you have a caller menu and your department has not yet been contacted please call Telecommunications at 828-2227 (press option 2)  

For direction on recording caller menus Go to Caller Menus and Announcements to review the directions for this process.  Your TOG Analyst will work closely with you to ensure you understand and are comfortable with the process.

Please note, your existing menus will be recreated as is.  If you desire to make changes to the structure we will be happy to work with you after the go live date.  Simply submit a LANDESK ticket or call 828-2227 (press option 2) to submit a request.

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Is there a Web Interface?

Web Phone Manager (WPM) is a powerful web based interface that allows you to view, listen to and respond to your voice and fax messages.  In addition you can change many of your mailbox options and set up customized notifications.  For more information go to How to Use Web Based Voice Messaging and How to Set Up and Change Notification (Email, Text Msg, Phone, Pager).

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I use one of the notification options on Modular Messaging (Call Me, Find Me, Notify Me).  Is there a replacement on the AVST CX?

Web Phone Manager (WPM) has robust, customizable notification options.  Go to How to Set Up and Change Notification (Email, Text Msg, Phone, Pager) to learn how to use this powerful tool.  FYI-  Avaya Equinox is the preferred smartphone app if you need to receive calls  that were directed to your VCU/VCUH telephone number.

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Can I still use Avaya Equinox?

Yes.  However there will be minor changes  to message notification within the app.  The playback option for messages within Equinox will no longer be available.  You have multiple options for alternative notifications.  
 
1.  Download the AVST mobility app.  You can play and forward your messages from within the app.  We have already configured your mailbox for this option.  The app will notify you when you have new messages.
 
2.  Establish Notification Options (phone call, email, SMS text message) through AVST's Web Phone Manager.  The system will notify you on a schedule of your choosing when you have new messages.
 
 
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Is there a mobile app?

AVST has a mobility application for both the Android and iOS operating systems.  Go to the Play Store or iTunes to download the app.  For additional information go to Mobile App

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What do I do if I forget my security code?

VCU Telecommunications can enable the ability for you to reset your own security code.  It requires that we input your email address into the AVST secure reset database.  If you have already requested this feature go to How to Recover Your Security Code for directions on how to reset your security code.  If you have not yet requested this feature,  contact the VCU IT Support Center at 828-2227 Press Option 2 for Telecommunications. We will reset your security code to 142536 and enable the security code reset function for you. 

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How many times can I enter my security code incorrectly before the system locks me out?

You can attempt to re-enter your security code up to 9 times before the system will lock your mailbox.  If that happens contact the Client Support Group at 8-2227(828-2227 from off campus). We will unlock your mailbox and reset your security code to 142536.  You must then change your security code to a unique setting. 

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Do I have to listen to all of the prompts every time?

You can override the system by inputting the commands at any time. View the How to Use Shortcuts.

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Can the system play the time and date a message was sent?

Yes. You can either turn on the time and date stamp in Web PhoneManager  or press [5] during or after listening to a message.  Pressing [5] will play the time and date stamp for that message only.  To turn this option on for every message review How to Use Web Based Voice Messaging.

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Can I access my voice mailbox from home?

The AVST voice messaging system can be accessed anywhere at anytime from any telephone or computer. Go to the Checking Your Messages for the telephone numbers to dial. AVST voice messaging can also be accessed through the web.  For detailed information go to How to Use Web Based Voice Messaging.  You can also log onto  Web PhoneManager (WPM) and review the on-board tutorial.  Use your voice mailbox number and security code to access the system.

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How long will my messages be saved?

Most mailboxes can retain messages for 30 days.

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How many messages can I have in my mailbox?

The AVST voice messaging system will accept an unlimited number of new messages.  A caller will never hear a "mailbox full" message.

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Can I change the order my messages are played?

You can change the order through WPM. Go to How to Use Web Based Voice Messaging for more information.

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I’m going to be away from the office. How can I make sure people don’t skip my greeting so they know I won’t be returning messages?

You can create an Out-of-Office greeting that will prevent callers from bypassing your messages. For more information about greetings review How to Use Voice Messaging

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Can the system call my pager or cell phone to notify me of messages? 
You can establish notification to another telephone, a cell phone, email or a pager. The system can also send a text message to your mobile device. Review How to Set Up and Change Notification (Email, Text Msg, Phone, Pager) for directions.

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How can I transfer a caller directly to someone's mailbox?

StepsActions
1. Press [Transfer].  This will place the caller on hold and provide dial tone.
2. Dial 8-7777.
3. Enter the recipients 5 digit mailbox number.
4. Press [Transfer] again.

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This article was updated: 10/5/2017