FAQs
VOICEMAIL
What is voicemail?
How much does voicemail cost?
How do I set up my voicemail service?
How do I personalise or change my voicemail greeting?
How will I know when I have a voice message?
How do I listen to my voicemail messages from my mobile?
What is voicemail call return?
How do I use voicemail call return?
Why isn't voicemail call return working?
How many messages can be stored on my voicemail service?
How long do messages stay in my voicemail box?
How do I retrieve my voicemail messages from another phone or overseas?
How do I change my voicemail security code?
What are the options for diverting calls to voicemail?
How do I activate and de-activate voicemail diversions on my phone?
Can I divert my calls to my home or office?
What happens if I don't use my voicemail service?
How do I check, record or re-record my Personal, Busy or Extended Absence greeting on my voicemail service?
Why can't I connect to my voicemail?
What is voicemail?
Voicemail works in a similar way to an answering machine. When you are unavailable to take a call or you do not wish to
answer, you can divert calls to your voicemail for the caller to leave a message.
How much does voicemail cost?
Voicemail deposit is FREE (you are not charged when people leave voicemail messages for you.) Retrieving your voicemail
messages by calling 121 costs 12c per 30 seconds.
How do I set up my voicemail service?
To setup your voicemail service, please perform the following steps;
- Switch on your mobile phone and dial 121 (charged call: 12c per 30 seconds with no flagfall) from your mobile.
- A recorded voice will ask you to enter a 4-10 digit PIN Code (security for your voicemail messages). Note: you cannot use sequential numbers eg. 3456, or repeated numbers eg. 4444.
- Enter your new Security PIN Code and press #.
- A recorded voice will ask you to record your name after the 'beep' and press #. This is used for the Standard Greetings and message delivery.
- You may also be asked to record a personal greeting of your choice and check your Time Zone location setting.
- Once complete your voicemail service will be set up and ready for use.
- Note: You will only be able to access messages after you have completed this setup process. Alternatively you will be taken through the setup procedure automatically the first time you try to retrieve a message. Voicemail set up can only be performed via your mobile handset.
How do I personalise or change my voicemail greeting?
To personalise your voicemail greeting simply dial 121 (charged call: 12c per 30 seconds with no flagfall) from your mobile phone and follow the instructions.
First time users of voicemail will be required to set up their voicemail service at this stage, see "How do I set up my voicemail service?"
- Select Option 1 to record your personal greeting OR select Option 5 to hear the pre-recorded 'Fun Greetings' and make your choice.
- Follow the voice prompts to record your personal greeting and then press 1.
- To return to previous menu, press * or to exit voicemail press the end call key.
If you are unsure of what to say, here is a sample greeting "Hello, this is _________. Sorry I can’t take your call but if you leave a message with your name and number after the tone, I'll get back to you soon. Thanks for calling. Bye." Callers are more likely to leave a message if you personalise your voicemail.
How will I know when I have a voice message?
When a caller leaves a message on your voicemail, you will receive an SMS alert notification which will provide instructions on how to retrieve your voice message by dialling 121.
How do I listen to my voicemail messages from my mobile?
To listen to your messages from your mobile phone, please perform the following steps;
- Dial 121 from your handset.(Call charges 12c per 30 seconds with no flagfall)
- You will hear a summary of how many new and saved messages you have.
- Messages will be played individually with the date and time received, unless date and time is turned off.
- After each message you can select from the following options:
Press: 0 To initiate a return call.
Press: 1 To hear the message again.
Press: 2 To save the message.
Press: 3 To delete the message.
Press: 4 To forward the message to another user.
Press #. The preceding message will remain as a new message. This will then skip to the next message. - After returning a call press ## to review the rest of your messages.
If you hear a prompt for you to record your greeting when dialling 121, you are being asked to set up your voicemail service. You will be required to follow the voice prompts before you are able to access any messages.
What is voicemail call return?
Voicemail Call Return allows you to listen to a voicemail message, and then return the call at the touch of a button without exiting the Voicemail box.
How do I use voicemail call return?
After listening to the message, follow the prompts to press "0" to return the call. Voicemail call return is only available when you access your voicemail box from your mobile phone. When the Voicemail Call Return call is completed, you are still connected to the Voicemail box and so can continue to access remaining Voicemail messages.
Why isn’t voicemail call return working?
Voicemail call return works by capturing the number of the person who called you and storing it for you to return the call. Sometimes the voicemail box is unable to capture the caller’s number for one or more of the following reasons:
- The caller has Calling Line Identification suppressed on their line. This means that the caller has a withheld or private number, either for all calls or for a selected call. See "What is Calling Line Identification?"
- The call was an international call.
- The call was from a payphone.
- The number was overridden by a number entered by the caller.
- Some numbers, including 13, 1300, 1900 and emergency services numbers, will not be accepted as call return numbers.
How many messages can be stored on my voicemail service?
Up to 20 voice messages of up to 5 minutes per message can be stored with voicemail. Played messages will automatically be saved for 7 days with the option to re-save the message as often as needed. Unplayed messages will automatically be deleted after 7 days.
How long do messages stay in my voicemail box?
Played messages will automatically be saved for 7 days with the option to re-save the message as often as needed. Unplayed messages will automatically be deleted after 7 days.
If your phone is not within coverage or is turned off, the Network will continue to send the SMS alert notification for a period of up to 7 days.
How do I retrieve my voicemail messages from another phone or overseas?
You can still access your voicemail messages from another tone dialling phone by following the steps below.
- Simply dial 0414 121 121 (or from overseas* +61 414 121 121)
- To transfer to your own voicemail service press * (star).
- Enter your security code, then press # (hash).
- Enter your Mobile Number, then press # (hash).
Your messages will then be played back to you.
How do I change my voicemail security code?
From your mobile phone:
- Dial 121 from mobile phone (charged call: 12c per 30 seconds with no flagfall)
- Press 3 to select Personal Preferences and follow the voice prompts.
From another phone (eg. landline)
- Dial 0414121121
- Press * to access your own voicemail. (Your line provider will charge you the standard rate to call an Australian mobile number.)
- Enter your current security code then press #
- Enter your mobile number then press #
- Your messages will be played.
- After all messages are played, you will enter the Main Menu.
- Select option 3 for Personal Preferences.
- Select option 2 for security code preferences.
- Select option 1 to change your security code.
- Enter your new security code (between 4-10 digits long), then #. Note: you cannot use sequential numbers eg. 3456, or repeated numbers eg. 4444.
- Your new code will be played back.
If you have forgotten your voicemail security code please submit your request to reset the code via email to service@savvytel.com.au.
What are the options for diverting calls to voicemail?
There are two options for diverting calls to voicemail:
- Conditional diversion - calls are diverted to voicemail when your phone is not answered, your number is engaged or your number is not contactable (i.e. your phone is out of range or turned off.)
- All calls diversion
You can change the diversions anytime using the voicemail menus.
Simply dial 121 (Call charges: 12c per 30 seconds with no flagfall) and enter:
** - to access main menu
3 - to change personal preferences
3 - to change notification preferences (follow the prompts to turn diversion on or off)
How do I activate and de-activate voicemail diversions on my phone?
There are 2 ways of activating and de-activating your voicemail diversions:
- Through your handset menu. Please refer to your handset manual for instructions. To activate diversions manually through the menu of your phone, you will need to ensure that your mail box number is activated and programmed in your phone. If you wish to activate voicemail using your phone and require your mail box number to be programmed please submit your request via Customer Care.
- Using the voicemail menus:
Simply dial 121 (Call charges: 12c per 30 seconds with no flagfall) and enter:
** - to access main menu
3 - to change personal preferences
3 - to change notification preferences (follow the prompts to turn diversion on or off)
Can I divert my calls to my home or office?
No, you can only divert to your voicemail box.
What happens if I don't use my voicemail service?
Your voicemail mail box will not be deleted or expire due to inactivity
How do I check, record or re-record my Personal, Busy or Extended Absence greeting on my voicemail service?
To check, record or re-record your Personal, Busy or Extended Absence greeting on your voicemail service, simply follow the instructions outlined below.
| 1. | Dial 121 from your mobile phone or 041412121 from another phone. | ||||||||||||||||||||||||||||||||
| 2. | Listen to all messages then go to Main Menu. Press 3 for Personal Preferences. | ||||||||||||||||||||||||||||||||
| 3. |
Press 1 to change your greeting or name. (The following preceding numbers represents the dial keys)
|
Why can't I connect to my voicemail?
If you are attempting to connect to your voicemail messages by dialling 121 from your mobile or 0414121121 from another phone but cannot get access, please check the following,
- Ensure that a voicemail box number has been activated on your account. Without a mail box number you will not be able to divert calls and store messages. You can submit your request via email to service@savvytel.com.au.
- Have you recently received the new voicemail system? Please ensure you set-up the service first by dialling 121 from your mobile phone. Messages cannot be accessed without initial set-up.
- Have you changed your voicemail security code? Submit your request to re-set this code via service@savvytel.com.au.
- Ensure that you have sufficient credit when accessing 121 from your mobile. Dial 126713 for an account balance.