Why is there a delay after I enter my passcode or mailbox number?
The Diamond Voice system can support up to 6 digit passcodes or mailbox numbers. If your passcode or mailbox number is shorter than 6 digits, the system will wait to make sure you are finished entering. You can make the system react immediately by pressing # at the end of your passcode or mailbox number. Return to Top
Can I choose to not have a passcode?
We strongly recommend that you have a 5-6 digit passcode. Otherwise, anyone who calls your mailbox could get in and listen to your messages as well as change your greeting, passcode and other features you have enabled. Not having a passcode will not save time as the system will still wait to allow digit entry. If you choose to not have a passcode, you must call Tech support to have the passcode erased. Return to Top
Can my mailbox tell me I have messages?
Message notification can be enabled for your mailbox in 3 different ways: Pager, Message delivery to a telephone or Email. There may be an additional cost for these features depending on what type of service you have. Please contact your Sales Engineer for more information. Return to Top
When recording or checking multiple boxes, do I have to hang up and call back for each box?
No, simply press "8" to exit the box until you hear "Thank you for calling, Have a great day!" Interrupt this prompt by pressing "9" and the system will ask you to enter a box number. Return to Top
Can I change my Message Notification number?
You can turn it on or off yourself. See: How do I turn off/on my Message Notification/Paging feature?
However, you must contact Tech support to change your Message Notification number. Go to http://www.diamondvoice.com/support.htm and click on "Submit Change" request. You will need to provide the box number and requested information. The Change Request will be submitted to the queue for updating. Please allow up to 24 hours for the update to take effect. Return to Top
How do I change the email address to which voicemail and/or faxes are forwarded?
Go to http://www.diamondvoice.com/support.htm and click on “Submit Change” request. You will need to provide the box number and requested information. The Change Request will be submitted to the queue for updating. Please allow up to 24 hours for the update to take effect. Return to Top
Can I change the number my calls transfer to?
If you have 800 service:
You may change the telephone number to which your calls are transferred. Each greeting may have a different "Transfer To" number.
1. Open your mailbox
2. From the Main Menu, press 3
3. From the Options Menu, press 4
4. The system will play the number your calls are being transferred to. To change the number, press 1
5. If the system says your calls are being transferred to Voicemail, first press # to turn the transfer on, then to change the number, press 1.
6. Press 8 , 8 to exit.
For Local Dallas/Ft. Worth service: see How do I change My Call Transfer Feature?
You may change the telephone number to which your calls are transferred. Each greeting may have a different "Transfer To" number. However, the system will only transfer to local Dallas/Ft Worth telephone numbers. If you want to transfer to a toll free 800/888/877/866 number, you must call Tech support to have the number changed. Return to Top
How do I open my mailbox?
1. Dial your voicemail number. This may be a local number or 800 number.
2. When the system answers, interrupt the greeting and press 9.
3. Enter your passcode. If you have multiple mailboxes, enter your mailbox number then your passcode. Return to Top
How do I turn off/on my Call Transfer feature?
1. Open your mailbox
2. From the Main Menu, press 3
3. From the Options Menu, press 4
4. The system will play the number your calls are being transferred to. To turn off the transfer, press #. If the system says your calls are being transferred to Voicemail, press # to turn the transfer on. Return to Top
How do I turn off/on my Message Notification/Paging feature?
1. Open your mailbox
2. From the Main Menu, press 3
3. From the Options Menu, press 5
4. You may have up to 3 Message Notification numbers active. Press 1, 2 or 3 for the Message Notification you want to change.
5. If the Message Notification is active, the system will play the number which is to be called. Press # to turn it off or on. Return to Top
How do I make a different greeting active?
1. Open your mailbox
2. From the Main Menu, press 3
3. From the Options Menu, press 2
4. The current active greeting will play. After or during playback, press 3
5. Enter the greeting number you wish to make active
6. System will activate and play the selected greeting and the transfer status for that greeting.
7. Press 8 three times or hang up to exit.
Shortcut string: After opening your mailbox, 3,2,3,greeting number,8,8,8 Return to Top
How do I re-record my current active greeting?
1. Open your mailbox
2. From the Main Menu, press 3
3. From the Options Menu, press 2
4. The current active greeting will play. After or during playback, press 1
5. Begin recording at the prompt. Press # to stop recording.
6. Press 3 to Post the new greeting. If you do not post the greeting, it will not be saved.
7. Press 8 three times or hang up to exit. Hint: When you choose to re-record your active greeting, the system will begin playing your active greeting. To skip this and begin recording, press "1". Return to Top
How do I re-record a different (not active) greeting?
1. Open your mailbox
2. From the Main Menu, press 3
3. From the Options Menu, press 2
4. The current active greeting will play. After or during playback, press 2
5. Enter the number (1-9) of the greeting you wish to record
6. Press 1
7. Press 1
8. Begin recording at the prompt. Press # to stop recording.
9. Press 3 to Post the new greeting. If you do not post the greeting, it will not be saved.
10. Press 8 three times or hang up to exit. Shortcut string: After opening your mailbox, 3,2,2,greeting number,1,1Return to Top
How do I Change my Call Transfer Number?
1. Open your mailbox
2. From the Main Menu, press 3
3. From the Options Menu, press 4
4. The system will play the number your calls are being transferred to. To change the number, press 1
5. If the system says your calls are being transferred to Voicemail, first press # to turn the transfer on, then to change the number, press 1.
6. Press 8, 8 to exit. Return to Top
How do I turn the Schedule on or off?
1. Open your mailbox
2. Press 3 for Options Menu
3. Press 2 for Greeting Options
4. Press 5 to turn Schedule On/Off
5. Press 8, 8 to exit.
Shortcut string: After opening your mailbox, 3,2,5 Return to Top
How do I Change the Call Transfer number for a specific greeting?
1. Open your mailbox
2. From the Main Menu, press 3
3. From the Options Menu, press 2
4. The current active greeting will play. After or during playback, press 2
5. Enter the number (1-9) of the greeting you wish to change.
6. Press 2
7. The system will play the number your calls are being transferred to. To change the number, press 1
8. If the system says your calls are being transferred to Voicemail, first press # to turn the transfer on, then to change the number, press 1.
9. Enter the telephone number to which calls will be transferred. Wait for confirmation.
10. Press 8 three times or hang up to exit.
Shortcut string: After opening your mailbox, 3,2,2,greeting number,#,2,1 Return to Top
How do I set up Multiple Transfer numbers?
Your mailbox can have multiple Greetings (up to 9). Each Greeting can be configured to Transfer or not to Transfer as well as what type of Transfer. Each Greeting will have it's own unique audio greeting for callers to hear.
The currently active Greeting will control the Call Transfer and the audio message the callers will hear. You can change which greeting is active. If the Schedule option is active, it will automatically switch between Greetings based on time of day. To make a different greeting active, you must first turn off the schedule (See How do I Turn the Schedule on or off?) You can then choose which Greeting 1-9 to make active (see How do I make a different greeting active?)
How do I send messages to other mailboxes?
1. Open your mailbox.
2. From the Main Menu, press 2.
3. Enter the Mailbox or Group box number you want to send a message to.
4. Press 1 to confirm the mailbox
5. Record the message. Press # to stop recording.
6. Press 1 to send.
7. Press 8 to exit Return to Top
How do I send a message to a group of mailboxes?
Sending a message to a group of mailboxes, or Distribution List is similar to sending a message to an individual mailbox except that you enter a List number. Before you can do this, you need to setup a Distribution List and add mailboxes to the list Return to Top
How do I Create a Distribution List?
1. Open your mailbox.
2. From the Main Menu, press 4 (If 4 is not available, your service is not configured for Group Lists. Contact customer service.)
3. From the List Menu, press 1 to add a new list
4. Record the name of the List , such as "Sales group" when prompted. Press # to stop recording.
5. When prompted, to accept List name recording, press 1 Return to Top
How do I Add Mailboxes to a Distribution List?
1. Open your mailbox.
2. From the Main Menu, press 4
3. From the List Menu, press 2 to Access a list.
4. Enter the List number (1-9) Must have already created the List.
5. Press 1 to Add a box or 2 to Delete a box Return to Top
How do I send messages to one of my Lists?
1. Open your mailbox.
2. From the Main Menu, press 2.
3. Press 2 to send a message to a List
4. Enter the List number
5. Record the message. Press # to stop recording.
6. Press 1 to send.
7. Press 8 to exit. Return to Top
How do I forward a message to another mailbox?
After listening to a message,
1. Press 6
2. Press 2
3. Enter the box number
4. Press 1 to confirm box number
5. Press 1, 2 or 3 to send with or without comment
6. Press 8 to exit. Return to Top
How do I listen to Questionnaire Answers?
1. Dial your voicemail number. This may be a local number or 800 number.
2. When the system answers, interrupt the greeting and press ô9².
3. Enter your Questionnaire mailbox number, then your Supervisor passcode.
4. Press 4 for Options
5. Press 1 for answers
6. Press 1 for New answers or 2 for Old answers. Return to Top
When recording an "Option Menu", how can I let the caller repeat or back up to a previous menu?
Each Option Menu has two built in options. Each box uses "7" to repeat and "9" to back up to the previous menu. You should add the following instruction to your recordings: "To repeat this information (or options- if it is a menu), press 7. To return to the previous menu, press 9". On the Main Menu or initial Option Menu in your system, the "9" is used for owner access.
Thisoption is not normally voiced, as it is not for public use. Return to Top
To Make Recorded Calls
1.
Dial Virtual Phone Booth Access number 214-446-2212
2.
When the Diamond Voice system answers, you will have the choice to Make a Call or Listen to Recorded Calls.
3.
Press 1 to Make a Call
4.
Enter your access PIN (mailbox)
5.
Enter your passcode. Hint: You can press # after you enter your passcode to speed up the process.
6.
You are now logged in. If you have recorded calls in your mailbox, the system will tell you how many.
7.
Enter the number you wish to dial ( "1" is not required for long distance calls. Please note you will be billed at your LD rate for any long distance calls. If you do not know your LD rate, please contact your Sales Rep.)
8.
To repeat the number you entered, press "1", To change the number, press "2" or to continue and dial, press "3".
9. Recording automatically begins when your call is connected and ends when you hang up.Return to Top
Shortcut Dial String: VPB Access number, 1,PIN, password, telephone number, 3
To Retrieve Recorded Calls by Web: 1. Browse to www.diamondvoice.com and click “Login”
2. Enter your web login and passcode and click the “Login” button
3. Under “IVR Data” click the number of your PIN or mailbox number.
4. By default calls for the current day will display. You may search by other parameters or select “Show All” and Click “Get Data”.
5. To play back your recording, click the link “audio file” for the call you want to hear.
6. To Download your recording to your computer, Right Click on the link and select “Save Target As”. This will bring up a window allowing you to choose the location and file name on your computer.
7. You can edit the “Call Description” by clicking “Modify” on the left of the selected record. This will allow you to add a note or comment so that you can remember details about this call. Return to Top
Calls are saved on the Web for 90 days. You can save them to your local computer anytime. If you need a longer retention than 90 days, please contact your Diamond Voice Sales Rep.
To Retrieve Recorded Calls By Phone 1. Dial Virtual Phone Booth Access number 214-446-2212
2. When the Diamond Voice system answers, you will have the choice to Make a Call or Listen to Recorded Calls.
3. Press 2 to “Listen to Recorded Calls”
4. Enter your access PIN (mailbox)
5. Enter your passcode. Hint: You can press # after you enter your passcode to speed up the process.
6. You are now logged in. If you have recorded calls in your mailbox, the system will tell you how many.
7. Press 1 to listen to calls (messages)
8. Press 1 for new calls or 2 for old calls. New calls are ones that have not been listened to yet.
9. When you are finished, press 8 to exit. Return to Top
Shortcut Dial String: VPB Access number, 2,PIN, password, 1
Calls are saved on the phone system for 90 days. You can save them to your local computer from the web anytime during the 90 dayts If you need a longer retention than 90 days, please contact your Diamond Voice Sales Rep.
