Voice Mail (IntraMail)

IntraMail Voice Mail with Automated Attendant ends the frustration and cost of missed calls, inaccurate written messages and telephone tag, freeing up the company’s receptionists and secretaries for more production work.
See IntraMail Features for more.
User Operation
Voice Mail (IntraMail) Basics


IntraMail Voice Mail with Automated Attendant provides users with comprehensive voice mail and Automated Attendant features. Automated Attendant automatically answers the system’s incoming calls. After listening to a customized message, an outside caller can dial a system extension or use voice mail.

IntraMail Voice Mail with Automated Attendant enhances the system with the following features:

Call Forwarding to Voice Mail

An extension user can forward their calls to voice mail. Once forwarded, calls to the extension connect to that extension’s mailbox. The caller can leave a message in the mailbox instead of calling back later. Forwarding can occur for all calls immediately, for unanswered calls or when the extension is busy, or just for unanswered calls.

Leaving a Message

Voice mail lets a keyset extension user easily leave a message at an extension that is unanswered, busy, or in Do Not Disturb. The caller just presses V-MAIL to leave a message in the called extension’s mailbox. There is no need to call back later.

Transferring to Voice Mail

By using Transfer to Voice Mail, an extension user can Transfer a call to the user’s own or a co-worker’s mailbox. After the Transfer goes through, the caller can leave a message in the mailbox. The caller will hear the entire mailbox greeting after the Transfer goes through.

Conversation Record

While on a call, an extension user can have voice mail record the conversation. The keyset user just presses their Record key. Once recorded, the voice mail stores the conversation as a new message in the user’s mailbox. After calling their mailbox, a user can save, edit or delete the recorded conversation. The ability to use Conversation Record is controlled by an extension’s Class of Service.

The use of monitoring, recording, or listening devices to eavesdrop, monitor, retrieve, or record telephone conversations or other sound activities, whether or not contemporaneous with transmission, may be illegal in certain circumstances under federal or state laws. Legal advice should be sought prior to implementing any practice that monitors or records any telephone conversation. Some federal and state laws require some form of notification to all parties to a telephone conversation, such as using a beep tone or other notification methods or requiring the consent of all parties to the telephone conversation, prior to monitoring or recording the telephone conversation. Some of these laws incorporate strict penalties.

Conversation Record Key for a Co-worker’s Mailbox

An extension user can have a Record key for a co-worker’s mailbox. While on a call, the user can press the key to record their conversation directly into the co-worker’s mailbox. The user can set up the Record key to record into any valid Subscriber Mailbox (including IntraMail Group Mailboxes and Master Mailboxes programmed as Subscriber Mailboxes). This could help a dispatcher, for example, that wants to record a conversation with a client right into the responsible technician’s mailbox.

An extension can have multiple Record keys, each associated with a different mailbox. In addition, setting up a Record key for a co-worker’s mailbox is also available on DSS Consoles.

Personal Answering Machine Emulation

Refer to Live Call Screening. You may find that Call Screening better meets your requirements.
A keyset user can have their idle extension emulate a personal answering machine. This lets voice mail screen their calls, just like their answering machine at home. If activated, the extension’s incoming calls route to the user’s Subscriber Mailbox. Once the mailbox answers, the user hears the caller’s incoming message. The keyset user can then:
  • Let the call go through to their mailbox.
  • Intercept the call before it goes to their mailbox.
Personal Answering Machine Emulation will intercept the following types of calls:
  • Intercom calls
  • Direct Inward Lines to the extension
  • Automated Attendant Unscreened Transfers
  • Automated Attendant Screened Transfers

Personal Answering Machine Emulation will not intercept a call manually transferred to an extension.

Voice Mail Overflow

Voice mail can be the overflow destination for the following types of calls (refer to the individual features for the specifics):
  • Direct Inward Line
    • A line that directly rings an extension can overflow to voice mail.
  • Extension Hunting
    • A line that rings an Extension Hunting group can overflow to voice mail.
  • Group Ring
    • A line that rings a group of extensions can overflow to voice mail.
  • Key Ring
    • A line ringing an extension’s line keys can overflow to voice mail.

Message Center Mailbox

A Message Center Mailbox is a mailbox shared by more than one extension. Any keyset that has a Message Center Key for the shared mailbox can:
  • Listen to the messages stored in the mailbox.
  • Transfer calls to the shared mailbox.
  • Use many other voice mail features previously available only at an extension’s individual mailbox.

A Message Center Mailbox helps co-workers that work together closely - such as members of the same Pickup Group. For example, the group supervisor can send important messages to the shared Message Center Mailbox, to which any group member can respond when time allows. Each group member’s Message Center Key flashes (green) when messages are waiting.

Interactive Soft Key Shows New Messages

The telephone's interactive soft keys show the number of new messages in the user’s mailbox. For example, if a Display Telephone user has 2 new messages in their mailbox, their voice mail soft key shows: VM02. If a Super Display Telephone user has 2 new messages in their mailbox, their voice mail soft key shows V-Mail 02. The new message count resets to 00 as soon as the user calls their mailbox (regardless of whether the new messages were listened to). The message count returns when the system updates the Ring/Message lamp on the phone.

Call Forwarding Timers and Voice Mail

The following diagram shows how the system handles an outside call transferred to an extension that is forwarded to voice mail.

Conditions and Defaults


  • If an extension has a flashing Ring/Message lamp and the system resets or power fails, the lamp continues to flash after the system restarts.
  • When the system rings an idle voice mail port, it will continue to ring the port until answered. The call will not cycle to a another member of the UCD Group (as it will for voice calls).
  • The system will never send a loop supervision disconnect signal (i.e., drop pulse) to voice mail ports.

Default Setting

  • If IntraMail is installed in a new system, it automatically activates on initial startup.

Release Notes (System)

Messages Copied Out Of Order

[3.00.35] Some additional checking has been added in system software to ensure that messages are copied from one mailbox to another in the proper order. In prior versions, it was possible to mix up the order of copied messages if the user pressed V-MAIL while the System Administrator was copying multiple messages from one mailbox to another.

Voice Mail UCD Group Master Option Removed

[3.00.30] Program 4101-02: Voice Mail Master Number has been removed from system programming. It was for version 2 database compatibility and is no longer required. Voice Mail uses a fixed, permanently-assigned UCD Hunt Group and the master number for that group is assigned in 1312-01: Voice Mail Extension Number.

Release Notes (Admin)

IntraMail Copy Utility Not Working

[3.00S] Online: IntraMail: Copy is now fully functional. This utility did not work in version 3.00Q.

Reference: A090411004

Other Related Features


Account Codes
  • Voice mail callout features (such as Message Notification) may interact with Account Codes if the callout number contains # characters.
Attendant Position
  • STRF transfers to the attendant from the voice mail Automated Attendant flash the Operator Call key and the Ring Indicator lamp. The call does not flash a line/loop key. (Note that Ringing Line Preference will not pick up a call ringing the attendant’s Operator Call key.)
  • UTRF transfers to the attendant from the voice mail Automated Attendant flash the line’s line/loop key and the Ring Indicator lamp.
Call Forwarding
  • You can forward calls voice mail.
Caller ID
  • Caller ID fully integrates with voice mail.
Direct Inward Line
  • The voice mail Automated Attendant will answer a DIL terminated to the voice mail Master Number.
Direct Station Selection (DSS) Console
  • A DSS Console can have voice mail Record and Message Center keys.
Extension Hunting
  • To set up extension overflow to voice mail:
  • For Terminal and Circular Hunting, unsupervised transfers (UTRF) from the voice mail Automated Attendant route like outside calls. Supervised transfers (STRF) from the voice mail Automated Attendant route like Intercom calls. In either case, unanswered calls eventually route to the initially called extension’s mailbox.
  • When an extension user with Ring No Answer/Busy Terminal Hunting to voice mail parks a call at a co-worker’s extension, the call recalls to them if not picked up. If still unanswered, the call diverts to Key Ring.
Message Waiting
  • A system can have either voice mail or Message Waiting activated — not both.
Ringdown Extension
  • If the Ringdown destination is the voice mail master number, the Ringdown Extension user hears the voice mail remote logon prompt (“Please enter your mailbox number”) after the call connects.
  • Pressing TRANSFER + Call Coverage Key can Transfer a call to an uninstalled extension’s mailbox (if the mailbox is enabled).
  • Pressing a Hotline key can also Transfer a call to an uninstalled extension’s mailbox (if the mailbox is enabled).

IntraMail Features

  • None.