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Hawaiian Telcom Business Voicemail USER GUIDE

Last Updated 5/28/2017 9:18:47 PM

Hawaiian Telcom Business Voicemail USER GUIDE

Thank you for subscribing to Hawaiian Telcom Business Voicemail Service.

We’re happy you’ve chosen Hawaiian Telcom to answer your telecommunications needs and we’ll do everything we can to continue earning your loyalty. In addition to exceptional local and long distance phone service, we also offer high-speed Internet and a variety of wireless calling plans. All of our products and services are designed with one, primary purpose: to give you more choice and more control over the way you communicate.

About Your Hawaiian Telcom Business Voicemail

Business Voicemail offers small, medium, and large businesses the benefits of a professional, feature-rich voicemail system, 24 hours a day. Invest only in the mailboxes you need while Hawaiian Telcom maintains the system equipment at no extra charge.

Business Voicemail answers your incoming calls when:

  • Your line is busy. 
  • You’re not able to answer the phone.

Business Voicemail simultaneously answers up to three incoming calls, so your customers don’t have to suffer frustrating busy signals. The system alerts you to NEW messages in your mailbox by a stutter dial tone. A visual indicator is also available .

Business Voicemail also offers you a wide variety of mailbox features, including three greeting options , Reminder Service , and Personal Receptionist (“zero-out” of mailbox).

While in voicemail, you can Create, Send, Reply, and Redirect messages to other Business Voicemail users , including the use of Broadcast Group Lists . The system’s low-cost optional features include Pager Notification, Special Delivery of NEW messages, and Ring Count Change .

Using Business Voicemail is simple. Easy-to-understand prompts guide you through all feature settings while flexible options and digital recording quality work together to compliment your business image.

Hawaiian Telcom offers a family of mailbox types to accommodate your needs:

Standard Mailbox1:

 
      Greeting 2-minute maximum
      Message recording time 2-minute maximum
      Message capacity 30-message maximum
      Message storage duration       *Messages auto-delete after 30 days. 30-day maximum*
      Broadcast Group Lists 5 lists/24 members per list
      Future Delivery and Reminder service 365-day maximum
      Feature Personal Receptionist (“zero-out”) included  

Enhanced Mailbox (Standard Mailbox plus more!)1,2:

 
      Greeting 2-minute maximum
      Message recording time 5-minute maximum
      Message capacity       *100 message capacity mailboxes are also available. 50-message maximum*
      Message storage duration       *Messages auto-delete after 30 days 30-day maximum*
      Broadcast Group Lists 10 lists/24 members per list
      Future Delivery and Reminder service 365-day maximum
      Feature Personal Receptionist (“zero-out”) included  

Announcement-Only (Answer-Only) Mailbox1:

 
      Recorded announcement       *5-minute maximum also available 3-minute maximum*
      Feature Personal Receptionist (“zero-out”) included.  
      Does not accommodate recorded messages from callers.  

Hawaiian Telcom Voicemail Standard Mailboxes are available on month-to-month agreements or discounted term agreement rates. Call your Hawaiian Telcom Business Office for more details.

1 Contact your Hawaiian Telcom Business Office for applicable rates. 2 Hawaiian Telcom Business Voicemail is also introducing a NEW mailbox package called Deluxe Mailbox. A Deluxe Mailbox is an Enhanced Mailbox plus the three popular optional features Pager Notification, Special Delivery and Ring Count Change for a single, discounted monthly fee. Soon available in all areas where Business Voicemail is offered. Contact your local Business Office for more details.

Getting Started*

The first time you dial into Business Voicemail, you will be asked to set up your mailbox. You will need the following information to enable you to access voicemail:

  • Voicemail Access Telephone Number
  • Your Telephone Number with voicemail
  • Temporary Passcode (last 4 digits of your telephone number with voicemail)

NOTE: When you set up your mailbox, you will be prompted to create a personal Passcode (4- to 8-digit number).

Your Business Office Sales Consultant provides you with information above when you order your voicemail service. If you do not have the information, or have questions, please call our Help Desk at 643-4411.

* NOTE: Instructions above are not applicable for Group Mailboxes. See page 49 for Getting Started-Group Mailboxes.

Entering Your Mailbox the First Time* (You must do this before you can listen to messages)

If you call from your business telephone line:

  1. Dial the voicemail access telephone number. (Or dial your own telephone number and press [*] when the greeting begins.)
  2. Enter your default Passcode (the last four digits of your telephone number with voicemail), then press [#].
  3. Follow the simple voice prompts to set up your mailbox.

If you call from any other telephone number:

  1. Dial the voicemail access telephone number. (Or dial your own telephone number and press [*] when the greeting begins.)
  2. Enter your 10-digit telephone number with voicemail.
  3. Enter your default Passcode (the last four digits of your telephone number), then press [#].
  4. Follow the simple voice prompts to set up your mailbox.

The first time you dial in to your mailbox, voicemail will prompt you to:

  • Create a new Passcode (4- to 8-digit number). 
  • Record your Name. 
  • Record Personal Greeting.

Message Retrieval – How to listen to messages in your mailbox:

After set-up, voicemail tells you if you have NEW messages. Refer to page 12 for instructions on how to review your messages.

IMPORTANT: Callers can leave messages in your mailbox before you set up your mailbox; interrupted (stutter) dial tone on your line indicates a NEW message is in your mailbox. Voicemail will prompt you through mailbox set-up so that you can listen to your messages.

* NOTE: Instructions above are not applicable for Group Mailboxes.

Whenever You Want to Use Your Hawaiian Telcom Business Voicemail Service*

If you call from your business telephone line:

When you pick up your telephone handset, if you have NEW messages you will hear a stutter dial tone1.

  1. Dial the voicemail access telephone number. (Or dial your own telephone number and press [*] when the greeting begins.)
  2. Enter your personal Passcode, then press [#]. [If Passcode Suppression2 is on, this step is skipped.]
  3. Voicemail will tell you how many NEW and SAVED messages you have in your mailbox, and play them to you.

1 Visual Message Waiting Indicator/CLASS/FSK, (a signal to activate a lamp on CLASS-capable telephone sets or adjunct devices) is an optional service for business customers who require a visual indicator to alert them when NEW messages are left in their mailbox. For more information on this service, call your Business Account Executive. 2 Passcode Suppression not applicable for Group Mailboxes.

If you call from any other telephone number:

  1. Dial the voicemail access telephone number. (Or dial your own telephone number and press [*] when your greeting begins).
  2. Enter your telephone number with voicemail, then press [#].
  3. Enter your personal Passcode, then press [#].
  4. Voicemail will tell you how many NEW and SAVED messages you have in your mailbox, and play them to you.

* NOTE: Instructions above are not applicable for Group Mailboxes.

NOTES: 1) If you call the voicemail access telephone number from outside your regional calling area, standard toll rates/charges will apply. 2) If you call a telephone number with Business Voicemail, you can press during the mailbox greeting to be prompted to log in as a user to that specific mailbox only, or you can press to be prompted to log into another mailbox. (Not applicable for Gateway Greeting of Group Mailboxes.)

Special Keys That are Always Available

[*] Cancel, Exit or Move to a previous menu: This is the “Star” key. Press this key for prompts to:

  • Stop or cancel the current action,
  • Return to the previous menu,
  • Access your own mailbox when you have forwarded into the mailbox service of another Business Voicemail user in your local calling area, or
  • Exit voicemail.

[#] Complete Current Action: This is the “Pound” key. Press this key to complete the current action and move on to the next menu.

Main Menu

The following illustrates the options available to you from the voicemail Main Menu.

Main Menu
To Listen to Messages [1]
To Send Messages [2]
To Create Reminder Messages [3]
Personal Options [4]
To Scan Messages [5]
Help [0]
Back Up [*]

Personal Options Menu

The following illustrates the options available to you from the voicemail Personal Options Menu.

Personal Options
[1] Personal Profile
[2] Greetings
[3] Broadcast Group Lists
[5] Special Delivery and Personal Receptionist Numbers
[*] Back Up

To Listen to Your Messages

From the Main Menu, press [1] to review your messages. Your messages will be played to you in the following order: Urgent New messages (messages callers of senders have marked “Urgent” when selecting delivery options). Other New messages (will play oldest to most recent). Saved messages (will play most recent to oldest). Future Delivery messages (messages that YOU have recorded and stored for a later delivery to other mailboxes).

These non-prompted options are available during message review:

 When You Receive Each Message
[1] Repeat Repeat message in its entirety.
[2] Save Save current and play next message.
[3] Erase Erase current and play next message
[4] Slower Play current message at a Slower pace.
[5] Louder Play current message at a Louder volume.
[6] Faster Play current message at a Faster pace.
[7] Rewind Rewind current message 5 seconds.
[8] Pause Pause current message for 10 seconds.
[9] Fast-Forward Fast-forward current message 5 seconds.
[0] Softer Play current message at a Softer volume.
[#] Advance Advance to end of message.
[#] [#] Skip (messages) Skip to next message.
[*] Main Menu Return to Main Menu.

 These options are available after message review:

After You Receive Each Message
[1] Repeat Repeat message in its entirety.
[2] Save Save current and play next message.
[3] Erase Erase current and play next message.
[4] Reply w/ Copy When you reply to a message, the original message is also attached. The recipient will hear your reply, then the original message.
[5] Forward w/ Copy + Your Response       (a.k.a. “Redirect”) Forward a copy of current message to another mailbox1 in your local calling area.
[6] Repeat Time and Date Stamp Repeat Time and Date Stamp information.
[#] Skip Message Skip to next message; no change to message status.
[*] Main Menu Return to Main Menu.

CAUTION: During message review, if you erase a message in error, press [*] for the option to rescue your erased message(s). When you press [*], the prompt is... “If you need to save any messages deleted by mistake, press [1]. To go to the Main Menu, press [2]. “ IMPORTANT: Be sure to press [1] at this point to rescue your message(s). (If you press [2] to go to the Main Menu, you will no longer have the option to rescue the erased message(s).)

Important Tips:

  • You can repeat a message as often as necessary, but you must erase, save or skip a message before you can hear the next one.
  • Remember to check your messages on a regular basis and after long phone conversations.

1 Or to the telephone number of a non-subscriber (local or toll-free telephone number only).

To Scan Messages

This feature allows you to quickly scan your messages by listening to the Time and Date Stamp (message “envelope” information) for each message in your mailbox.

To scan your messages:

  1. At the Main Menu, press [5] to scan messages. (To reach the Main Menu during message review, press [*].)
  2. Voicemail will play the Time and Date Stamp information for the NEW and SAVED messages in your mailbox.
  3. Press [1] if you wish to listen to a specific message.
  4. Press [*] to cancel and return to the Main Menu.

NOTES:

  1. New messages scan chronologically oldest to most recent; saved messages scan chronologically most recent to oldest.
  2. If the caller is a Hawaiian Telcom voicemail subscriber (or if a non-subscriber is programmed into one of your Broadcast Group Lists) you will also hear the recording for Recorded Name. (See page 30 for more information about Broadcast Group Lists.)
  3. After the message plays, voicemail will automatically resume scan to the next message. After Time and Date Stamp for last message plays, you will be returned to the Main Menu.

Personal Options

Greetings

Hawaiian Telcom voicemail offers you the flexibility of three different types of greetings for your callers:

  • Personal Greeting... you record when you set up your mailbox;
  • Alternate Greeting... you can record at any time as an option; and
  • Automatic Greeting... your system default greeting.

The first time you dial into (access) your mailbox, the system will prompt you to record the Personal Greeting. After you set up your mailbox, if you prefer to use the Automatic Greeting (system default), you can toggle the Automatic Greeting ON or OFF. When you toggle the Automatic Greeting OFF, the Personal Greeting will play to your callers.

TIP: Research indicates callers are more likely to leave a message when you use personalized voicemail greetings.

Personal Greeting

When you set up your mailbox, you will be prompted to record your Personal Greeting. You can change (re-record) your Personal Greeting at any time. For example, “This is Blue Sky Supply. We can’t answer your call right now but it’s important to us. So please leave your name, number, and a brief message after the tone and we’ll get back to you as soon as possible. Aloha.”

To activate and record/change your Personal Greeting:

  1. At the Main Menu, press [4] to select Personal Options. (To reach the Main Menu during message review, press [*].)
  2. Press [2] for Greetings.
  3. Press [3] to record/change your Personal Greeting.

The service will play your current Personal Greeting.

  • Press [1] to keep this Personal Greeting.
  • Press [2] to re-record. Begin recording after the tone. The system will replay your new Personal Greeting. Press [1] to accept.
  • Press [3] to erase this Personal Greeting. Press [1] to continue without recording a new Personal Greeting. Press [2] to record a new Personal Greeting.

Alternate Greeting

With Alternate Greeting, you can leave special information for your callers for a specific length of time. For example, “Hello, you’ve reached (your company name). Our hours are 9am to 5pm, Monday through Friday. We’re now closed so please leave your name, number and a brief message when you hear the tone. We’ll call you back before noon of the next work day. Aloha.” When you no longer need the special information, just return (toggle to) your original, Personal Greeting.

To activate and record/change your Alternate Greeting:

  1. At the Main Menu, press [4] to select Personal Options. (To reach the Main Menu during message review, press [*].)
  2. Press [2] for Greetings.
  3. Press [4] to record/change your Alternate Greeting. The service will play your current Alternate Greeting.  OR
    • Press [1] to keep this Alternate Greeting.
    • Press [2] to re-record. Review. Press [1] to accept.
    • Press [3] to erase. Press [1] to continue without recording. Press [2] to record.
  4. Press [5] for Alternate Greeting “toggle.” Voicemail will tell you if your Alternate Greeting is ON or OFF.
    • If ON, press [1] to toggle OFF; if OFF press [1] to toggle ON.

Automatic Greeting (System Default Greeting)

When you set up your mailbox, you will be prompted to record a Personal Greeting. However, at any time after you set up your mailbox, you can revert back to the Automatic Greeting, which is; “You have reached (your Recorded Name1), please leave a message at the tone.“

How to turn ON the Automatic Greeting (applicable after you record an Alternate Greeting):

  1. At the Main Menu, press [4] to select Personal Options. (To reach the Main Menu during message review, press [*].)
  2. Press [2] for Greetings.
  3. Press [8] for Automatic Greeting.
  4. Press [1] to turn the Automatic Greeting ON.

How to turn OFF the Automatic Greeting:

  1. Repeat the process to toggle the Automatic Greeting OFF. When the Automatic Greeting is OFF, your Personal Greeting will play.

1 Voicemail plays your telephone number for Recorded Name before your mailbox is set up; however, when you set up your mailbox, you will be prompted to create a personal recording for Recorded Name. Your recording replaces the recording of your telephone number. (You cannot revert to telephone number after you set up your mailbox.)

Recorded Name

When you set up your mailbox, you will be prompted to create a Recorded Name.

Recorded Name is the preface for your Automatic Greeting (system default greeting). If you activate and use your Automatic Greeting, your callers will hear... “You have reached [your Recorded Name], please leave a message at the tone.“

NOTES: 1. Suggestions for Recorded Name are personal name and/or title, name of your business or “other,” as applicable. 2. Voicemail plays your telephone number for the Recorded Name before your mailbox is set up; however, when you set up your mailbox, you will be prompted to create a personal recording for Recorded Name. (Your personal recording replaces the system default recording of your telephone number1.)

To change your Recorded Name:

  1. At the Main Menu, press to select Personal Options, (To reach the Main Menu during message review, press .)
  2. Press for Greetings.
  3. Press for Recorded Name.
  4. Follow the voice prompts to create your Recorded Name.
    • Press to accept.
    • Press to re-record.

1 You cannot revert to system default (telephone number recording) for Recorded Name.

Passcode (Password)

To change your Passcode:

  1. At the Main Menu, press [4] to select Personal Options. (To reach the Main Menu during message review, press [*].)
  2. Press [1] or Personal Profile.
  3. Press [1] for Passcode Options.
  4. Press [1] to change Passcode. Enter your new 4- to 8-digit Passcode (using numbers 1 through 9). The service will play your new Passcode.
    • Press [1] to accept Passcode.
    • Press [2] to try again.

CAUTION: To ensure privacy and security, voicemail prompts you to change your Passcode when you set up your mailbox. We suggest that you change your Passcode periodically and use a number other than your telephone number.

Passcode Suppression1 (Automatic Passcode)

To access voicemail without entering your Password, just use Automatic Passcode Supression. Here’s how:

To turn Passcode Suppression ON/OFF:

  1. At the Main Menu, press [4] to select Personal Options. (To reach the Main Menu during message review, press [*].)
  2. Press [1] or Personal Profile.
  3. Press [1] for Passcode Options.
  4. Press [2] to Passcode Suppression.
    • If Passcode Suppression is ON, press [1] to turn OFF.
    • If Passcode Suppression is OFF, press  [1] to turn ON.

CAUTION: When you activate Passcode Suppression, anyone with access to your telephone line can enter your mailbox and review your messages.

1 Passcode Suppression not available for Group Mailboxes.

Personal Receptionist1 (Attendant Transfer)

By activating Personal Receptionist, your callers are transferred out of voicemail to a telephone number you choose (local or toll-free only) rather than leaving a message in your mailbox. Personal Receptionist can easily be activated or deactivated any time you wish.

TIP: You can use your Personal Greeting to tell callers to press [0] to transfer to the number you’ve chosen. Here’s an example: “Hello, this is (your name) at (your company name). I can’t take your call right now. Please leave a message after the tone – or, to reach me at my cell number, press [0] now, before the tone.”

TIP: Once you tell a caller to “press [0],” continue your greeting to allow time to complete the process.

To set/change your Personal Receptionist number:

  1. At the Main Menu, press [4] to select Personal Options. (To reach the Main Menu during message review, press [*].)
  2. Press [5] for Personal Receptionist feature.
  3. Press [2] to select/change your Personal Receptionist telephone number. The service will play your current Personal Receptionist destination telephone number (if previously set).
    • Press [1] to keep.
    • Press [2] to change.
    • Enter your new 10-digit Personal Receptionist telephone number.
    • Press [#] to keep it and return to the Personal Receptionist Menu.
    • Press [3] to delete.
    • Press [1] to delete.
    • Press [2] to keep it and return to the Personal Receptionist Telephone Number Menu.

1 Callers must press [0] before the tone to transfer to the destination telephone number.

To Select a Language Option

When you use voicemail, you will hear voice prompts describing your options. These are standard instructions to guide you through your options. You can choose to listen to these instructions in English, “Expert English1” or Spanish.

To set/change your Language Options:

  1. At the Main Menu, press [4] to select Personal Options. (To reach the Main Menu during message review, press [*].)
  2. Press [1] for Personal Profile.
  3. Press [2] for Language Options.
    • Press [1] for English instructions.
    • Press [2] for “Expert English” instructions.
    • Press [3] for Spanish instructions.

Repeat steps above to change Language Option.

1 “Expert English” is a set of abbreviated prompts for more rapid navigation - applicable for users who are very familiar with their Business Voicemail service.

To Schedule Reminders

Reminder Service can be used to help you remember special events, meetings, and appointments. Just choose the date and time for your reminder message and Reminder Service will call you. If you’re not there to answer the phone, your reminder will be left in your mailbox. Once you’ve heard the message, you can choose to have it delivered again, anytime in the future.

To schedule a Reminder:

  1. At the Main Menu, press [3] for Reminders. (To reach the Main Menu during message review, press [*].)
  2. You will be prompted to classify your Reminder.
    • Press [1] for a one-time Reminder. The Reminder will be sent once at the date and time specified. 
    • Press [2] for a daily Reminder. Your Reminder will be sent every day at the time specified. 
    • Press [3] for a daily Reminder on weekdays only. Your Reminder will be sent Monday-Friday at the time specified. 
    • Press [4] for a Reminder on weekends only. Your Reminder will be sent on Saturday and Sunday at the time specified. 
    • Press [5] to specify days of the week for the Reminder. 
      • Specify the days you would like to receive a Reminder. Monday = [1] Tuesday = [2] Wednesday = [3] Thursday = [4] Friday = [5] Saturday = [6] Sunday = [7] For example, if you wish to receive the Reminder on Monday and Friday, press [1], then [5]. Voicemail will repeat your entries. 
    • Press [1] to keep this schedule. Press [2] to re-try.
  3. Record your Reminder message after the tone. Press any key when finished.
    • Press [1] to keep this Reminder.
    • Press [2] to try again.
  4. Enter the date you wish to receive the Reminder using one or two digits for the month, followed by two digits for the day. For example: [1] [2] [5] = January 25 [1] [2] [0] [5] = December 5 OR… press [#] if Reminder is to be delivered the same day it is created.
  5. Enter the time you wish to receive your Reminder. Using standard time, use one or two digits for the hour, followed by two digits for the minute. For example: [8] [4] [5] = 8:45 [1] [0] [0] [0]= 10:00
  6. Press [1] for AM delivery, press [2] for PM delivery.
  7. The system will repeat the date and time you entered.
    • Press [1] to keep it.
    • Press [2] to try again.

NOTE: Mailbox subscribers can schedule a Reminder message to be sent up to 365 days from when the Reminder was created.

To Send Messages1

It is possible to record and send a message to any other Hawaiian Telcom Voice Mailbox2. First you must “address” your message, then record it, and then send it. By creating Broadcast Group Lists, you can also send a message to several mailboxes at once.

To send a message to other voicemail users or Broadcast Group Lists: 

  1. At the Main Menu, press [2] to send a message. (To reach the Main Menu during message review, press [*].)
  2. Enter the destination’s 10-digit number or the 1- or 2-digit Broadcast Group List number for address. Press [#] after each entry. To send to a party with a Group Mailbox, enter the 10-digit telephone number with voicemail followed immediately by the appropriate Group Mailbox number [Area Code + XXX-XXXX + Group Mailbox number (1, 2, or 3, etc.)].
    • Repeat to add additional addresses for the message.
    • If you enter an incorrect address, press [*] to start over.
  3. Press [#] to complete addressing.
  4. Begin recording your message after the tone.
  5. Press any key when you are finished.
  6. Press [#] to send your message. If you hang up without pressing [#], your message will be sent.

1 Additional charges may apply as Hawaiian Telcom expands the geographic boundaries for mailbox-to-mailbox system messaging features.

2 You can also send and forward to the telephone number of a non-subscriber (local or toll-free telephone number only). However, the message plays as soon as the destination telephone number picks up, which could potentially be an answering device or system greeting (a portion of the message may not be recorded).

Broadcast Group Lists

Lists of phone numbers (addresses) that you create and maintain are called Broadcast Group Lists. Once you’ve created a list, you can send a single message to all the numbers in the group at the same time. If you’re a Standard Mailbox user you can create up to 5 Group Lists. If you’re an Enhanced Mailbox user, you can create up to 20 Group Lists with up to 24 destinations per list.

To add a Broadcast Group List:

  1. At the Main Menu, press [4] for Personal Options.(To reach the Main Menu during message review, press [*].)
  2. Press [3] for Broadcast Group Lists.
  3. Press [1] to add a Broadcast Group List.
  4. Select and enter your new 1- or 2-digit Group List number. (If you already have the maximum number of Broadcast Group Lists, a prompt will suggest you delete a Group List to free up a slot for a new Group List.)
  5. Record a title for your Group List. Press any key when finished. Voicemail will repeat title. 
    • Press [1] to keep title. Press [2] to re-record title.
  6. Press [1] to begin adding telephone numbers to this Group List. To include a subscriber who has a Group Mailbox — enter the 10-digit telephone number with voicemail followed immediately by the appropriate Group Mailbox number [Area Code + XXX-XXXX + Group Mailbox number (1, 2, or 3, etc.)].

To delete an entire Broadcast Group List:

  1. At the Broadcast Group List Menu, press [3] to delete an existing Group List.
  2. Enter the 1- or 2-digit Group List number. If you do not know the number of the Group List you wish to delete, press [0] [#] to hear Group List titles, then press [1] when you hear the title of the Group List you wish to delete.
  3. Voicemail will repeat the title of the Group List selected.
    • Press [1] to delete.
    • Press [2] to keep it and return to the Broadcast Group List Menu.

To record/change Broadcast Group List titles:

  1. At the Broadcast Group List Menu, press [2] to edit an existing Group List.
  2. Enter the 1- or 2-digit Group List number, If you do not know the number of the Group List you wish to change, press [0] [#] to hear Group List titles, then press [1] when you hear the title of the Group List you wish to change.
  3. Press [3] to record/change Group List title.
  4. The system will repeat the current Group List title.
    • Press [1] to keep Group List title. Press [2] to try again.
  5. Record new Group List title. Press any key when finished.
    • Press [1] to keep Group List title. Press [2] to re-record.

To add/delete telephone numbers for an existing Broadcast Group List:

  1. At the Broadcast Group List Menu, press [2] for existing Group List.
  2. Enter the 1- or 2-digit Group List number. If you do not know the number of the Broadcast Group List you wish to delete, press [0] [#] to hear Group List titles, then press [1] when you hear title of appropriate Broadcast Group List.

To add telephone numbers:

  • Press [1] to add a telephone number to the Group List. Dial the 10-digit number you wish to add. (Voicemail prompt will confirm if telephone number belongs to another voicemail subscriber.)
  • Press [1] to accept. Press [2] to try again. Next, you’ll be prompted to either keep, create or re-record a Recorded Name for this number.1

Repeat for each telephone number you wish to add to the Group List.

To delete telephone numbers:

  • Press [2] to hear Recorded Name for Group List members.
  • Press [1] when you hear the number you wish to delete.

Repeat for each additional number you wish to delete.

1 If you do not create a new Recorded Name, the recipient’s own Recorded Name will remain in your list (or telephone number if a non-subscriber).

Delivery Options

After you record and address your message, you can send it as a regular message by pressing [#] or simply hanging up, or you can select one or more of the following Delivery Options:

  • Private: Marks your message as Private and announces message as “Private” to your recipient before the message is played. Press [1] to select Private status for a message.
  • Future Delivery: You choose the date and time of message delivery. Future Delivery messages are stored in your own mailbox until they are delivered. Press [2] to select Future Delivery status for a message.

To review your Future Delivery messages, access your mailbox and listen to your messages. When you review your messages, Future Delivery messages will play to you after your NEW and SAVED messages.

NOTE: Future Delivery is applicable for messages you Record and Send and messages you Forward

  • Return Receipt Notification: When your message is played by the recipient, the system automatically sends a confirmation message back to you to verify receipt. Press [3] to select Return Receipt Notification for a message.
  • Urgent Priority: Your message will be played before other New messages in the recipient’s mailbox. Press [4] to select Urgent Priority status for a message.

To select Future Delivery option (after setting up message):1

  1. Enter the date you want your message delivered using two digits for the month, followed by two digits for the day. 
    • Example: [6] [0] [1] = June 1 [1] [1] [3] [0] = November 30
    • Press [#] for today’s date.
  2. Using standard 2 time, enter the time you want your message delivered using two digits for the hour, followed by two digits for the minute.
    • Example: [9] [3] [0] = 9:30 [1] [1] [0] [0] =11:00
  3. Press [1] for AM delivery, press [2] for PM delivery.
  4. Voicemail will replay the time and date you selected for future delivery of your message.
    • Press [1] to keep this time and/or date.
    • Press [2] to change this time and/or date.
    • Press [3] to cancel future delivery.

NOTE: Mailbox subscribers can schedule a Future Delivery message and send it up to 365 days in the future.

1 Future Delivery is applicable for messages you Record and Send (see page 28) and messages you Forward. 2 Use standard time, NOT “military” time.

Time and Date Stamp (Message “Envelope” Information)

When you listen to your NEW and SAVED messages, voicemail will play the Time and Date Stamp information for the current message first (i.e., calendar date and time of day the message was received in your mailbox).

To repeat the Time and Date Stamp-at the end of the message, press [6].

Optional Features1,2

Pager Notification1

With Pager Notification, whenever you’re out of the office, your pager will notify you if you get NEW messages in your mailbox. If you have a digital pager, your system access number will be displayed. Pager Notification is available to subscribers for an additional fee.

NOTE: The callback number displayed on your pager will be the voicemail access telephone number. You then access voicemail to retrieve your NEW message(s).

To turn Pager Notification ON:

  1. At the Main Menu, press [4] to select Personal Options. (To reach the Main Menu during message review, press [*].)
  2. Press [1] for Personal Profile.
  3. Press [3] for Paging Options.
    • Press [1] to receive pages for ALL messages.
    • Press [2] to receive page for only messages marked Urgent. (Callers must press [4] [#] after the message to mark it Urgent.) You can use your Personal Greeting to inform your callers how to “mark their messages Urgent.”
    • Press [3] to turn Pager Notification OFF.

NOTES: 1) Pager access number (“digit string”) programmed by Hawaiian Telcom.3 2) Pager Notification service must have local or toll-free access telephone number FROM YOUR OFFICE, INCLUDING 1-800/1-888 NUMBERS. 3) Pager Notification NOT compatible with voice-only paging systems or alpha-centric-only pagers (digital/number capability required). 4) Pager Notification NOT compatible with pager companies that use a modem access method for pager notification.

1 Optional features are available for a low, monthly fee, and installation fees apply if added after mailbox set-up. Contact your Hawaiian Telcom Business Office for more information. 2 Additional dialing rates may apply. 3 Reprogramming charges apply for pager number change.

Special Delivery1 (Remote Call Notification)

When you’re out of the office, Special Delivery calls you at the number you’ve chosen (single attempt, no retry), to tell you that you’ve received a New message in your mailbox. To accept message play, simply enter your access Passcode. Special Delivery is controlled by setting:

  • The telephone number where you can be reached (destination number).
  • Notification for ALL or only messages marked Urgent by your callers.
  • The earliest and latest times to be notified.
  • A Passcode (your personal Passcode for mailbox access).

To turn Special Delivery ON/OFF:

  1. At the Main Menu, press [4] to select Personal Options. (To reach the Main Menu during message review, press [*].)
  2. Press [1] for Personal Profile.
  3. Press [4] for Special Delivery.
  4. Press [1] to activate/deactivate Special Delivery.
    • If service is OFF, press [1] to turn ON.
    • If service is ON, press [2] to turn OFF.

To set/change your Special Delivery number:

  1. At the Main Menu, press [4] to select Personal Options. (To reach the Main Menu during message review, press [*].)
  2. Press [1] for Personal Profile.
  3. Press [4] for Special Delivery.
  4. Press [2] to set/change Special Delivery telephone number (local or toll-free only).
    • Press [1] to keep this number. Press [2] to try again. When prompted, enter your new Special Delivery number. If you wish to continue without entering a Special Delivery number, press [#].

1 Optional features are available for a low, monthly fee, and installation fees apply if added after mailbox set-up. Contact your Hawaiian Telcom Business Office for more information.

To set/change your Special Delivery schedule:

  1. At the Main Menu, press [4] to select Personal Options. (To reach the Main Menu during message review, press [*].)
  2. Press [1] for Personal Profile.
  3. Press [4] for Special Delivery.
  4. Press [3] to set/charge Special Delivery schedule.1
    • Press [1] to change start time.
      • Press [1] to keep your current time.
      • Press [2] to try again. When prompted, use standard2 time to enter new start time, then press [#]. Example: [8] [2] [0] [#] = 8:20 [1] [2] [4] [5] [#] =12:45 
      • Press [1] for AM delivery, press [2] for PM delivery.
    • Press [2] to change end time.
      • Press [1] to keep your current end time.
      • Press [2] to try again.
    • Press [3] to change the days of the week.
      • Press [1] to use on weekdays only.
      • Press [2] to use seven days a week.
      • Press [3] to choose which days to use. Enter the days you wish to use Special Delivery. Monday = [1] Tuesday = [2] Wednesday = [3] Thursday = [4] Friday = [5] Saturday = [6] Sunday = [7] Press [1] when finished. For example, if you wish to use Special Delivery on Monday, Tuesday and Friday, press [1], [2], [5], then [1].

1 Special Delivery “schedule” is the earliest and latest times each day when you want the Special Delivery ON.

2 Use standard time, NOT “military” time.

With Special Delivery, you can be called at a phone number you select, whenever NEW messages arrive in your mailbox. The Special Delivery Number Menu lets you quickly review and/or change your destination number.

To review/change your Special Delivery number:

  1. At the Main Menu, press [4] to select Personal Options. (To reach the Main Menu during message review, press [*].)
  2. Press [5] for Special Delivery and Personal Receptionist numbers.
  3. Press [1] for Special Delivery number. The service will play your current Special Delivery number, if one exists.
    • Press [1] to keep.
    • Press [2] to set up or change.
      • Enter your new 10-digit Special Delivery number. OR... press [#] to continue without entering a new Special Delivery number.
    • Press [3] to delete.
      • Press [1] to delete. OR... press [2] to keep and return to the Special Delivery Number Menu.

Ring Count Change1 (Customer-Controlled Ringing)

With Ring Count Change, you can set the number of times your phone rings before callers forward to your mailbox (minimum 2 rings; maximum 9 rings). The setting can be changed at any time, as often as you wish.

To set up Ring Count Change:

  1. Lift handset, and press [5] [8] [#]. (In some areas you must press [*] [5] [8].)
    • If you hear three short bursts of dial tone, the system is forwarded prompting you to enter the number of rings you want to hear before the call is forwarded to your mailbox. You can set the number of rings from 2-9. For example: If you want to hear your phone ring twice before the call is forwarded to your mailbox, press [2]; if you want your phone to ring 5 times press [5]. OR
    • If you hear a normal dial tone after you enter [5] [8] [#], the system it is prompting you to enter the number of seconds you want your phone to ring before the call is forwarded to your mailbox. (Refer to the rings-to-seconds conversion chart on page 45 to set the number of rings.)
  2. You will hear another stutter dial tone, or a confirmation signal, either of which validates your selection.
  3. Hang up to complete the process.

NOTE: The setting for Ring Count Change only affects your telephone line when your telephone line is not in use and a ringing call is not answered. When your telephone line is in use, your incoming calls will always forward immediately to voicemail.

1 Optional features are available for a low, monthly fee. If optional features are added after installation, additional installation fees apply. Contact your Hawaiian Telcom Business Office for more information.

Use the chart below for reference if the system prompts you to enter the number of seconds your telephone rings before forwarding calls to your mailbox.

Number of Rings Number of Seconds
 2  10
 3  16
 4  20
 5  28
 6  34
 7  40
 8  46
 9  52

For example: If you want your phone to ring twice before the call is forwarded to your mailbox, press [1] [0]; if you want your phone to ring 9 times, press [5] [2].

TIP: A setting of 9 rings is like turning off voicemail, as most callers will hang up before the 9th ring.

Visual Message Waiting Indicator/CLASS/FSK1

Visual Message Waiting Indicator/CLASS/FSK is a signal which activates a flashing lamp on CLASS/FSK-capable telephone sets or adjunct display devices to indicate you have a NEW message in your mailbox.

When using Visual Message Waiting Indicator/CLASS/FSK on a CLASS-capable telephone set or adjunct device, you will get both a flashing lamp and stutter dial tone for NEW messages in your mailbox.

Not all telephone sets or display devices are CLASS/FSK compatible, even if they use a flashing lamp to indicate a NEW message. (Example: Some telephone sets can activate the message-waiting lamp via stutter dial tone, while other telephone sets work with a signal internal to the phone system.)

It is important that you know the specific technology associated with your telephone set, system, or display device to determine compatibility with Visual Message Waiting Indicator/CLASS/FSK. The user manual for your telephone set or the equipment manufacturer’s Help Desk are the best sources for this information.

If you want a flashing lamp to alert you when you get a NEW message in your mailbox, your Hawaiian Telcom Business Office can provide information regarding a CLASS-capable telephone set, and Visual Message Waiting Indicator/CLASS/FSK.

NOTE: Visual Message Waiting Indicator/CLASS/FSK feature is not available in all areas.

1 Optional feature Visual Message Waiting Indicator/CLASS/FSK can be added at no additional fee. If added after installation, additional installation fees apply. Contact your Hawaiian Telcom Business Office for more information.

Specialty Mailboxes

Hawaiian Telcom offers two specialty mailboxes to meet your business needs. Please contact your Hawaiian Telcom Business Office for more details.

Enhanced Mailboxes

Enhanced Mailboxes can be arranged as a single mailbox, or as part of a Group Mailbox arrangement, and provide callers with all the features of a Standard Mailbox plus selected expanded capacities:

Enhanced Mailbox:

    Greeting 2-minute maximum
    Message Recording Time 5-minute maximum
    Message Capacity     Enhanced Mailboxes with a 100-message capacity are also available. 50-message maximum
    Message Storage 30-day maximum
    Broadcast Group Lists 10 lists/24 members per list
    Future Delivery 365 days maximum
    Personal Receptionist (“zero-out”) feature included.  

Set-up and access instructions for Enhanced Mailboxes are the same as for Standard Mailboxes.

Announcement-Only Mailboxes (Answer-Only Mailboxes)

Announcement-Only Mailboxes can be arranged as a single mailbox, or as part of a Group Mailbox arrangement (including the Gateway Greeting), and are available if you wish to provide only recorded information to your callers.

  • Announcement-Only (Answer-Only) Mailbox:
    Recorded Announcement 3-minute maximum
    Personal Receptionist (“zero-out”) feature included.     Does not accept recorded messages from callers.  

Follow the instructions on pages 6-8 for mailbox set-up and access instructions. Then simply follow the recorded prompts to create your Main Announcement. You can also set up the Personal Receptionist feature.

Optional Mailbox Arrangement

Group Mailboxes (Extension Mailboxes)1

Group Mailboxes is an optional arrangement of regular mailboxes in which your callers first hear a Gateway Greeting. Based on instructions in the Gateway Greeting, they can choose to transfer to an associated Group Mailbox.

Once callers make their choice (by pressing the right key on their phone’s keypad), they hear the greeting for the selected Group Mailbox. If the selected mailbox is a type that accepts messages, they can then leave a message at the tone.

As an option, callers can choose to listen to the Gateway Greeting and wait for automatic system transfer to Group Mailbox #1, then leave a message at the tone.*

Standard Numeric ID for Group Mailboxes is Group Mailbox “1,” Group Mailbox “2,” or Group Mailbox “3,” etc.

NOTE: Numeric ID for the Gateway Greeting is always “0”.

1 Group Mailboxes (except the Gateway Greeting) are mailbox “types” of your choice (i.e., Standard, Enhanced or Announcement-Only Mailboxes). For instructions on how to manage the feature settings for your mailbox, refer to the appropriate section of this user guide (see pages 2 and 3 for the Table of Contents).

Your business can select the quantity of mailboxes in the group (maximum 99), and select the mail box package-with any applicable optional features-for each mailbox in the group. *IMPORTANT: Announcement-Only Mailbox not recommended for Mailbox 1; the Deluxe Mailbox package is only applicable for Mailbox 1.

Getting Started – Group Mailboxes

The first time you dial into Business Voicemail, you will be asked to set up your mailbox1. You will need the following information to enable you to access your Group Mailbox.

  • Voicemail Access Telephone Number.
  • Group Mailbox Number.

This is the specific Numeric ID for your Group Mailbox. Example: Group Mailbox “1”; Group Mailbox “2” or Group Mailbox “3”, etc. Numeric ID for the Gateway Greeting is always “0”.

Your Business Office Sales Consultant provides the information above when your Group Mailboxes are ordered. If you do not have this information, please contact the person within your company who ordered the Group Mailboxes1.

1 If your company does not have this information, an authorized person from your business should call our Help Desk at 643-4411. Representatives are available Monday-Friday, 8 am-5 pm.

Gateway Greeting

When you set up the Gateway Greeting, the tutorial prompts you to establish a personalized Gateway Greeting. Here is an example: “You’ve reached the voicemail for (company name). If you already know the ID number for the mailbox you’d like to reach, please press that number on your keypad now, followed by the [#] sign. For staff assistance, press [1] and the [#] sign. For billing, press [2] and the [#] sign,” etc.

The Gateway Greeting features Automatic Greeting, Personal Greeting, and Personal Receptionist, and functions the same for all Group Mailboxes. You can select the Automatic Greeting (system default greeting) as an alternative to a personalized Gateway Greeting. The Automatic Greeting includes all Recorded Names for the Group Mailboxes1. Once you’ve set up your Gateway Greeting, you can override it by turning the Automatic Greeting ON for the group. The Automatic Greeting for a Group Mailbox is: “You have reached voicemail for (the 10-digit telephone number). If you know the number of the mailbox, please key it in now, followed by a [#]. Or you can press the Group Mailbox number from the following options: (callers hear Recorded Names for all mailboxes in the group in numeric order) 1.

To Set Up Your Gateway Greeting2

If you call from your business telephone line:

  1. Dial the voicemail access telephone number. [Or... dial your own telephone number and press [*] when the Automatic Greeting (system greeting) begins.]
  2. Enter the default Passcode (last four digits of the main telephone number) for the Gateway Greeting, then press [#].
  3. Enter Numeric ID ( [0] for Gateway Greeting), then press [#].
  4. Follow the voice prompts to set up your Gateway Greeting.

NOTE: You will be prompted to create a new Passcode and a personalized Gateway Greeting.

1 If Automatic Greeting is used, all Group Mailbox users must include their mailbox Numeric ID in their Recorded Name... “Mailbox number 1, Mary Smith.” or.. “Mailbox number 2, Accounting Department.“ 2 Passcode Suppression not applicable for Gateway Greeting.

If you call from any other telephone number:

  1. Dial the voicemail access telephone number. [Or... dial your own telephone number and press [*] when the Automatic Greeting (system greeting) begins.]
  2. Enter the 10-digit telephone number with voicemail (main telephone number), then press [#].
  3. Enter the default Passcode (last four digits of the main telephone number) for the Gateway Greeting, then press [#].
  4. Enter the Numeric ID ( [0] for Gateway Greeting), then press [#].
  5. Follow the voice prompts to set up your Gateway Greeting.

NOTE: You will be prompted to create a new Passcode and a personalized Gateway Greeting.

Personal Receptionist provides a “zero-out” option for your callers who prefer not to leave a recorded message in a Group Mailbox, but prefer (or must have) “live answer.” Destination telephone number for Personal Receptionist transfer must be local or toll-free telephone number only. Caller must press [0] for Personal Receptionist transfer before the Gateway Greeting performs a default transfer to Group Mailbox 1.

Entering Your Group Mailbox the First Time (applicable for Mailbox #1, #2, #3, etc.)

If you call from your main Group Mailbox telephone number:

  1. Dial the voicemail access telephone number. [Or... dial main telephone number and press [*] when the Automatic Greeting (system greeting) begins.]
  2. Enter the default Passcode for your Group Mailbox, then press [#]. Default Passcode is Numeric ID for Group Mailbox (Example: Mailbox 1 press [1] [#]; Mailbox 2 press [2] [#]; etc).
  3. Enter the Numeric ID for your Group Mailbox, then press [#] (Mailbox 1 press [1] [#]; Mailbox 2 press [2] [#]; etc).
  4. Follow the voice prompts to set up your Group Mailbox.

NOTE: You will be prompted to create a new Passcode, Recorded Name1 and Personal Greeting.

If you call from any other telephone number:

  1. Dial the voicemail access telephone number. (Or... dial main telephone number and press [*] when the greeting begins.)
  2. Enter the 10-digit telephone number for Group Mailboxes (main telephone number), then press [#].
  3. Enter the default Passcode for your Group Mailbox, then press [#]. Default Passcode is Numeric ID for Group Mailbox (Example: Mailbox 1 press [1] [#]; Mailbox 2 press [2] [#]; etc).
  4. Enter the Numeric ID for your Group Mailbox, then press [#] (Mailbox 1 press [1] [#]; Mailbox 2 press [2] [#]; etc).
  5. Follow the voice prompts to set up your Group Mailbox.

NOTE: You will be prompted to create a new Passcode, Recorded Name1 and Personal Greeting.

1 If Automatic Greeting is used, all Group Mailbox users must include their mailbox Numeric ID in their Recorded Name... “Mailbox number 1, Mary Smith.” or... “Mailbox number 2, Accounting Department.“

Whenever You Want to Use Your Group Mailbox

To access a Group Mailbox via the voicemail access telephone number - from the main Group Mailbox telephone number:

  1. Dial the voicemail access telephone number.
  2. Enter your personal Passcode1, then press [#].
  3. Enter the Numeric ID for your Group Mailbox, then press [#] (Mailbox 1 press [1] [#]; Mailbox 2 press [2] [#]; etc.)

If you call from any other telephone number:

  1. Dial the voicemail access telephone number.
  2. Enter the 10-digit telephone number for Group Mailboxes (main telephone number), then press [#].
  3. Enter your personal Passcode, then press [#].
  4. Enter the Numeric ID for your Group Mailbox, then press [#] (Mailbox 1 press [1] [#]; Mailbox 2 press [2] [#]; etc.)

Via the Gateway Greeting from any telephone number:

  1. Dial the main telephone number for Group Mailboxes.
  2. When you hear the Gateway Greeting, press [*].
  3. Enter your personal Passcode, then press [#].
  4. Enter the Numeric ID for your Group Mailbox, then press [#]. (Mailbox 1 press [1] [#]; Mailbox 2 press [2] [#]; etc.)

NOTE: With this access method, the user can only access a Group Mailbox supported by this Gateway Greeting.

To Send or Forward a message within voicemail from your mailbox to a Group Mailbox2

Follow the steps to create and send or forward a message. Address message to the 10-digit telephone number for the Group Mailbox (main telephone number), followed immediately by the appropriate Group Mailbox number [Area Code + XXX-XXXX + Group Mailbox number (1, 2, or 3, etc.)].

1 Passcode Suppression not applicable for Group Mailboxes. 2 Applicable for sending from a single mailbox to a Group Mailbox, as well as for sending from one Group Mailbox to another Group Mailbox - including different Groups Mailboxes within your local calling area.

Prompts Available to Callers When They Forward to Your Mailbox

When callers hear your mailbox greeting they can:

  • Press [#] any time to bypass your greeting and hear a tone to start recording a message.

NOTE: You can tell callers how to bypass your greeting by using your Personal Greeting or Alternate Greeting. For example: “You’ve reached (company name). If you’d like more information, please listen further and then leave a message at the tone. Or, you can press [#] now to bypass this greeting and leave a message after the tone.” This format is useful when you have a lengthy greeting or if callers frequently leave messages in your mailbox.

After callers leave you a recorded message:

  • Your caller can press [#] to choose from the following options:
    • Press [1] to mark the message as PRIVATE.
    • Press [4] to mark the message as URGENT.
    • Press [5] to HEAR the message they just recorded.
    • Press [*] to ERASE the original message and record a new message.
    • Press [#] [#] when finished recording to SEND the message and EXIT the mailbox.

NOTE: You can tell callers they can listen and re-record their messages by using your Personal Greeting or Alternate Greeting. For example: “You’ve reached (company name). We’re open but we can’t take your call right now. Please leave a message at the tone. When you’re done, you can hang up, or press [#] and select an option.” This format is useful when callers need to leave a detailed message or have exceeded the recording time and wish to re-record rather than call back and leave another message.

Mailbox Information

  • When your Standard Mailbox has a total of 30 NEW and/or SAVED messages, voicemail will play your greeting to callers, followed by a voicemail system message that tells callers your mailbox is “full” and cannot accept additional messages at that time.

IMPORTANT: Callers cannot leave a message when your mailbox is full!

  • Standard Mailboxes have a 30-message capacity. Voicemail auto-deletes all messages after 30 days.
  • Enhanced Mailboxes have a 50- or 100-message capacity. Voicemail auto-deletes all messages after 30 days.
  • To reach the Main Menu during message review, press [*].
  • Your Passcode:
    • Must be a 4- to 8-digit number and cannot include [*] or [#].
    • Should not begin with [0].
    • Should not be the same as your telephone number, to protect your security.
  • If you call the number of a Hawaiian Telcom voicemail subscriber within your regional calling area, you can press [*] [*] during the greeting to be prompted for login to another mailbox. This does not apply during the Gateway Mailbox greeting for Group Mailboxes, where pressing [*] prompts you to login to a member mailbox in the Group. You will only be able to access Group Mailboxes within that specific group.
  • Press [*] to back up to the previous menu level.

Limitation of Liability

Hawaiian Telcom extends no warranties, (including any warranty of merchantability or fitness for a particular purpose), with respect to the service described in this guide. Hawaiian Telcom’s liability for any failure or defect in the service shall be limited to a refund of service charges for the time the service failed to perform. Hawaiian Telcom assumes no responsibility for any unauthorized use of the service and shall not be liable for special, consequential or incidental damages which may arise in connection with provision or use of the service described in this guide. The charges for the service have been established on this basis. By accepting and using this service, the customer agrees to this limitation of liability.

NOTE: Your Hawaiian Telcom Business Voicemail service will be periodically unavailable during late evening hours for general maintenance. We schedule this maintenance work during lowest usage period to minimize inconvenience to our users.

Additional rates that may apply

Long distance

If you dial the voicemail system access number from a location outside of your local calling area, long distance rates will apply.

If you need help using Hawaiian Telcom voicemail or have questions about the service, please call: 643-4411 Representatives are available M-F 8 am-5 pm

While you’re listening to messages…

Move through your messages with the keypad commands shown in green. You’ll be able to REWIND to catch something you did not hear… or to change the volume, playback, speed up and more.

After you listen to each message…

When you finish listening to a message, the commands shown in black are available. You must choose REPEAT [1], SAVE [2], ERASE [3], or SKIP [#] before the next message will play.

Business Voicemail Overview Map and Quick Reference Card