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Voicemail Phone Access

Users and shared voicemail boxes can be accessed from any phone on the account by dialing a short code. This page covers what to dial, how first-time access works, and the keys available while listening to messages.

Star Codes​

CodeWhat it does
*99Access your own voicemail from your registered phone
*98<extension>Access any mailbox by extension — a user's personal mailbox or a shared box

*99 is the quickest path when you're at your own desk phone. *98<ext> is the right choice when:

  • You're on a shared or borrowed phone and need to check your own voicemail (dial *98 followed by your extension).
  • You're accessing a shared voicemail box (dial *98 followed by the shared box's extension).

First-Time Access (Setting a PIN)​

If the mailbox does not yet have a PIN, the system prompts you to set one — but only when it trusts the phone you're calling from:

  • Personal mailboxes — only the owner's registered phone can set the PIN.
  • Shared voicemail boxes — any registered phone on the same account can set the PIN.

If the mailbox has no PIN and you're not calling from a trusted phone, you'll hear "this mailbox is not configured for phone access, please contact your administrator." Ask your admin to set an initial PIN in the admin portal; you can then enter it from any phone.

To set a PIN on first access:

  1. Dial *99 (or *98<ext> for a shared box).
  2. The system says the mailbox has no PIN. Press 1 to set one.
  3. Enter the new PIN (4–10 digits), then #.
  4. Re-enter to confirm, then #.

The PIN is saved immediately and required on every subsequent call.

Normal Access​

After a PIN is set, every call to the mailbox prompts for it:

  1. Dial *99 or *98<ext>.
  2. Enter your PIN, then #.
  3. The system announces the number of messages and begins playback.

You have up to three PIN attempts per call. After three wrong entries the call disconnects.

Listening to Messages​

Each message plays in the following order:

  1. Envelope: message number, caller ID, and when it was received.
  2. The message audio.
  3. A brief pause before the next message (about three seconds) so you have time to press a key.

Messages are presented newest first. A message is marked read once it plays to completion; pressing a navigation key partway through does not mark it read.

Keys While Listening​

KeyAction
1 or 5Replay the current message
4Previous message
6Next message
7Delete the current message
9Save (mark read and keep)
*Skip the envelope or cancel the current audio
0Mailbox options menu
#Exit the mailbox

Deletes take effect immediately and cannot be undone. The system plays a short "deleted" confirmation tone so a mis-pressed key is noticeable.

Changing Your PIN​

  1. While in your mailbox, press 0 to open the options menu.
  2. Press 5 for "change password".
  3. Enter the new PIN (4–10 digits) and #.
  4. Re-enter to confirm.

You must already be authenticated into the mailbox (via the PIN prompt at the start of the call) to change it; there is no separate current-PIN prompt.

For Administrators​

  • You can pre-set a user's or shared box's PIN from the admin portal when creating or editing the mailbox. This is useful for users who don't yet have a registered phone of their own.
  • When you leave the PIN field empty, the first trusted caller sets it from the phone — see First-Time Access above.
  • For shared voicemail boxes, trust is account-scoped: whoever on the team dials first and sets a PIN becomes the gatekeeper. Share that PIN with the team out-of-band.