Customer Information

Home Phone Enhanced Services
Soul Virtual Messages

Introducing Soul Virtual Messages
Features and Benefits
Activating this Service
Using this Service
Costs of Using this Service
Frequently Asked Questions

Introducing Soul Virtual Messages 

Soul Virtual Messages allows you to have a separate mailbox number that callers can dial to leave a message for you.

Features and Benefits 

  • Create your own personalised greeting.
  • Your personal greeting can be up to 5 minutes long.
  • Personal Identification Number (PIN) security access.
  • Divert home, business and mobile calls to one mailbox.
  • Callers can dial your mailbox directly to leave messages, instead of your home phone number.
  • A different dial tone alerts you of any messages when you pick up your home phone receiver.
  • Messages left by callers can be up to 5 minutes long.
  • New and saved messages are stored for 35 days.
  • Up to 50 messages can be saved.
  • Multiple messages can be recorded simultaneously.
  • No extra equipment like an answering machine is needed.

Activating this Service 

To activate Soul Virtual Messages, please visit the ‘Contact Us’ section of our website or call our Customer Care number. The service may take up to 48 hours to activate.

Using this Service 

Soul Virtual Messages is an optional enhanced service that can be added to your existing home phone service. The Soul Virtual Messages service is user friendly and once activated you only need your PIN and your Soul Virtual Messages Access Number.

Personal Identification Number (PIN)  

  • Soul Virtual Messages requires a PIN to retrieve messages.
  • A temporary PIN, unique to Soul Virtual Messages, will be issued to you when the service is connected.
  • We recommend you change your PIN as soon as possible.
  • Your PIN can be changed as often as you like.
  • Your PIN can only be changed from your home phone.

Setting up Soul Virtual Messages  

The first time you call your Soul Virtual Messages service, a voice prompt will guide you to record your personal greeting. You will then be asked to enter a PIN. Enter the last 4 digits of your Soul Virtual Messages Access Number (this is your temporary PIN) then press hash (#).

  • Set a new PIN consisting of 4 to 6 digits to protect your message privacy.
  • Record a name announcement that Soul Virtual Messages will use to identify your mailbox to other callers.
  • Record your personal greeting. Your greeting can be up to 5 minutes long, and you can re-record this at any time.

Changing your Soul Virtual Messages greeting  

You can re-record your personal greeting at any time through the Set-Up options menu.

  • Press 3 for Mailbox Set-Up.
  • Press 1 for personal greeting change.
  • Follow the prompts to record your greeting.

Depositing messages on Soul Virtual Messages  

Callers who dial your Soul Virtual Messages number will hear your personal greeting, prompting them to leave a message. This message is then saved to your Soul Virtual Messages mailbox.

Retrieving messages from your home phone service  

Simply dial your Soul Virtual Messages Access Number (example: 08 xxxx xxxx) and while the greeting is playing, press hash (#), enter your PIN, then press hash (#).

The voice prompt will welcome you and inform you of how many new (and saved) messages you have.

You will then be played each message being held in Soul Virtual Messages. After each message, the voice prompt will offer you the following options:

  • “To replay the message press 1”
  • “To delete the message press 5”

Undeleted messages will be automatically saved for up to 35 days.

Saving and deleting Soul Virtual Messages messages  

You can store up to 50 messages in your Soul Virtual Messages mailbox at any one time and messages can be stored for up to 35 days. After listening to a message, you are given the option of replaying or deleting the message.

  • Messages not deleted will be automatically saved for up to 35 days.
  • Once messages have been read and saved for 35 days, they are automatically deleted.
  • Messages not listened to within 35 days of being deposited will be automatically deleted.

Find out who called you with Hang Up Messages  

If a caller hangs up after your personal greeting tone, you will be notified of their number, provided it’s not blocked or silent. You will need to activate this feature from the Set Up menu. A maximum of 5 Hang Up Message numbers can be retrieved.

  • When listening to your options, press 9 for the main menu.
  • Press 3 for Mailbox Set-Up.
  • Press 5 for Mailbox Options.
  • Press 6 for Hang Up Messages.
  • Select choose option 2 to turn this feature on, or option 1 to turn it off.

Forwarding messages to Soul Virtual Messages  

Divert your calls to Soul Virtual Messages when you are busy or unable to answer the phone.

  • Call Forward No Answer diversion
    • From your home phone, press * 61, then enter your area code and Soul Virtual Messages Access Number, and press #
  • Call Forward Busy diversion
    • From your home phone, press * 24, then enter your area code and Soul Virtual Messages Access Number, and press #

Soul Virtual Messages shortcuts  

At any time, press:

  • 9 to return to the Main Menu.
  • * to cancel and go back one menu level.
  • 8 for Help.

When listening to your messages, press:

  • 1 to go back to the start.
  • 2 to go back 8 seconds.
  • 3 to go forward 8 seconds.
  • 33 to go forward to the end of the message.
  • 6 to skip to the next message.
  • 7 to pause a message while it is playing.
  • 7 to resume a paused message.

Disconnecting Soul Virtual Messages  

To have Soul Virtual Messages disconnected, use the ‘Contact us’ section of our website or call our Customer Care number.

Costs of Using this Service 

This service has a monthly charge. For current charges, please use the ‘Contact Us’ section of our website or call our Customer Care number. Call charges apply for message retrievals and calls diverted to Soul Virtual Messages. Soul Virtual Messages services are held in capital cities - if you are outside the capital city, you may be charged for long distance calls for message retrievals and diversions. Please refer to your call plan details as charges may vary.

Viewing Soul Virtual Messages service charges on your Bill  

On your bill, the Soul Virtual Messages monthly charge will be shown under ‘Charges this Bill’ along with the line rental for your home phone service.

Frequently Asked Questions 

Here are some frequently asked questions about the Soul Virtual Messages service. For assistance, please use the ‘Contact Us’ section of our website, or call our Customer Care number.

My friends can’t leave a message on my Soul Virtual Messages.

  • Your Soul Virtual Messages mailbox could be full. In this case, you will need to follow the voice prompts to delete messages. Remember you can only store up to 50 messages in your mailbox at one time.

My phone has a strange ‘stutter’ when I pick up the receiver.

  • This is Soul Virtual Messages letting you know you have a message that you have not listened to.

Can I extend the ring time before Soul Virtual Messages answers my calls?

  • Yes, just pick up the receiver, press *61, enter your Soul Virtual Messages Access Number number, press *, then enter the ring time in seconds and press #
    • Ring times are in 3 second increments. For example, five rings is 15 seconds.
    • The minimum ring time is 5 seconds, the maximum is 60 seconds (20 rings).

Is it possible to recover deleted Soul Virtual Messages messages?

  • No, once the messages have been deleted they cannot be recovered.

What is my default (temporary) password?

  • Your default password is the last 4 digits of Soul Virtual Messages access number. You will be prompted to change this when you set up Soul Virtual Messages.

What if I cannot remember my PIN?

  • If you have forgotten or lost your PIN, please use the ‘Contact Us’ section on our website or call our Customer Care number.

Can I use the Soul Home Messages Call Back service with Soul Virtual Messages?

  • No, the call back menu option is only available with Soul Home Messages.

Current as at 13/03/2008