Customer Information
Services

Mobile Standard Services
Voicemail

Introducing Voicemail
Features and Benefits
Activating this Service
Using this Service
Costs of Using this Service
Frequently Asked Questions


Introducing Voicemail 

Voicemail allows you to divert your unanswered calls to your own Voicemail box where the caller may record a message. You can dial your Voicemail box when convenient to retrieve stored messages.



Features and Benefits 

  • Create your own personalised greeting.
  • Save Voicemail messages for up to 7 days.
  • Store up to 20 Voicemail messages of up to 90 seconds long.
  • Access messages easily by dialling 321 from your mobile or calling 13 33 21from your fixed line phone.
  • Set individual or recurring wake up calls.
  • Return calls while listening to your Voicemail message.
  • Have the service number of callers who have not left a message sent to your mobile phone.


Activating this Service 

This service is available on Soul pre-paid and post-paid mobiles.

Your Voicemail box is automatically activated, free of charge, when you activate your mobile service. Your unanswered calls will automatically be diverted to your Voicemail box.

If you wish to have this service permanently removed, please call us on our Customer Care number for assistance.


Activating Voice Memo service  

Your Voice Memo feature allows both Optus and Non-Optus customers to record a voice message and deposit it directly into your active Voicemail box.

Voicemail Voice Memo service is automatically activated when you activate your mobile service. Your unanswered calls will automatically be diverted to your Voicemail box.


Activating Multiple Greetings  

To use your Voicemail, you must have a personal greeting. You can set up multiple greetings to suit your lifestyle. For example, one for work and one for play. Note: Message times are fixed.

Voicemail Multiple Greetings is automatically activated, as part of the Voicemail service when you activate your mobile service.


Activating Call Recall  

Call Recall sends an SMS message containing the caller's phone number to your mobile phone when a caller chooses not to leave a message on your Voicemail box, so you can easily call the person back if you wish to.

Call Recall is automatically activated with Voicemail. To deactivate or reactivate this service, call us on our Customer Care number.


Mailbox on the Fly  

Mailbox on the fly is activated if you have a diversion set to 321 but do not have a Voicemail box set up.

A temporary Voicemail box is created if a call diverts and is answered by Voicemail. Dial 321 to listen to your message as you would if you had a Voicemail box.

Mailbox on the Fly will give you the option of setting up the full Voicemail service, which will give you access to Voicemail’s advanced features.



Using this Service 

Don't worry about missing calls when you need to turn your mobile phone off, are out of range, or your phone rings out. Have these calls automatically diverted to your Voicemail!


Setting up your Voicemail box  

When you receive your mobile phone you will need to personalise your Voicemail box. Dial 321 from your mobile phone and after listening to the initial greeting follow the Voice prompted Set up Tutorial.

You can reset your Voicemail box at any time through the Set up options menu. Simply access the Set up menu through the "0" Help Menu.

The Set up Tutorial will ask you to record:

  • Your Personal Greeting (for welcoming callers to your Voicemail box) such as "Hi you've reached John Smith's mobile phone, I'm currently unavailable, please leave a message after the tone".
  • Your Name (for welcoming you to your Voicemail box) for example "John".
  • A 4 to 9 digit personal identification number (PIN) for accessing your Voicemail box from a landline phone. If not changed, the PIN is the last 4 digits of your Mobile number.

Depositing Voicemail messages in your Voicemail Box  

When callers are diverted to your Voicemail box, they will hear your Personal Greeting prompting them to leave a message.

When someone leaves you a Voicemail message they leave a Voice recording on the Optus mobile network.

Once this message has been left on the Optus network by your caller a "Message Waiting Indicator" SMS Text (or 'MWI') message will be sent to your mobile phone. Most mobile phones show this as an envelope symbol that appears at the top of your phone's screen.


Retrieving Voicemail messages from your Mobile Phone  

Simply dial 321 from your Mobile Phone and follow the voice prompts.

When reading a Voicemail notification SMS, you can easily call your mailbox by pressing the ‘call’ button on your handset.

The voice prompt will welcome you and inform you that you have "x new messages and x saved messages".

You will then be played each new message in your Voicemail box. After each message, the voice prompt will offer you the following options:

  • "To delete the message, press 3".
  • "To return the call, press 6" (this Call Back option incurs a higher call cost as you are still in the Voicemail box, see 'Costs of Using this Service').
  • "To replay the message, press 7".
  • "To save the message, press 5".
  • "To pause, press 1".
  • "For Help, press 0".
  • "To return to the main menu, press 9".

Retrieving Voicemail messages from a fixed line or overseas phone  

Retrieving your Voicemail messages from a fixed line or overseas phone is easy, however you will need to remember the PIN you set up when you first accessed your Voicemail box.

  • If you're in Australia dial 0411 000 321, if you are overseas dial (international) + 61 411 000 321. You will need to enter the '+' if you are dialling from a mobile phone.
  • At the prompt enter your mobile number followed by the # (hash) button.
  • When prompted enter your PIN followed by the # (hash) button. Your PIN is set to the last 4 digits of your mobile number until you change it. If you have already changed it you will need to remember the PIN you selected.
  • You will then have access to the standard Voicemail functions.

Saving and Deleting Voicemail Messages  

You can store up to 20 messages in your Voicemail box at any one time. Unplayed and/or unsaved messages are kept for up to 14 days only.

After listening to your message, you are given the option of saving the message by pressing 5 or deleting the message by pressing 3.

  • Once messages have been read and saved for 7 days, they are automatically deleted from the network.
  • If messages are not read or saved, they are automatically deleted from the network after being stored for 14 days.

Call Return  

Whilst checking your messages in Voicemail, you have the option to save or delete the message, or immediately call back the person who left the message. To do so, press 6 after listening to the message.

Remember additional charges apply for the Call Return function; see 'Costs of Using this Service'.


Call Recall  

When a caller chooses not to leave a message on your Voicemail box, a Call Recall SMS text message containing the caller's phone number will be sent to your mobile phone so you can easily call the person back if you wish to. This Call Recall SMS message is generated when the caller hangs up prior to the tone to leave the message or left a message less than 2 seconds long.


Voice Memo  

Callers may opt to call directly to your Voicemail box to leave a message instead of calling your mobile number.

Callers using the Optus network can just call 323 and follow the voice prompts to leave a message. Non-Optus callers dial 0411 000 323, and follow the voice prompts to leave a message.

For further information on the Voice Memo service, please refer to the Voicemail Voice Memo factsheet.


Multiple Greetings  

You can set up multiple greetings to suit your lifestyle. For example, one for work and one for play.

Multiple Greetings allows you to personalise your Voicemail service to have different greetings for different times of the day.

For further information on the Multiple Greetings service, please refer to the Voicemail Multiple Greetings factsheet.


Wake Up and Reminder Calls  

You can set up your Voicemail to call you at your desired wake up time. Simply access the wake up menu when you're in the Voicemail system through the "0" Help Menu.

  • You will be asked to select a number to be called and a date/time for the wake up call.
  • You may create individual (any time) or recurring (Monday to Friday) wake up calls.
  • Wake up calls will be retried to a maximum of three times at five minute intervals, until answered.
  • Wake up calls incur a call cost; see Costs of Using this Service.

Setting the Diversions to your Voicemail Box  

Your Voicemail box is used for depositing messages when missed calls are diverted to your Voicemail box on the Optus network. You can change the timings and settings of your diversions via your mobile phone menu.


Turning Off Voicemail  

Voicemail can be disabled easily by changing your Diversion settings. See our Diversions Factsheet for details or consult your mobile phone user manual for instructions.

  • If you want to deactivate Voicemail permanently, contact us to remove the service from your mobile phone.
  • If you cancel Voicemail but leave a diversion to 321 active, you will receive the Mailbox on the Fly service.


Costs of Using this Service 

Your Voicemail box is automatically activated, free of charge, when you activate your mobile service. There is no subscription fee and you only need to pay for what you use. Please check your call plan details as charges may vary between call plans.

  • Diversions to your Voicemail box and Mailbox on the Fly are charged according to the diversion rates within your plan.
  • Voicemail Retrievals are charged according to the Voicemail Retrieval rates within your call plan.
  • Calls made within your Voicemail Box via Call Return are charged at your normal mobile call plan rates. Remember Voicemail Retrieval charges continue to apply whilst making a Call Return call.
  • SMS's sent to you via Call Recall are not charged.
  • Wake up and reminder call set up is charged at normal Voicemail Retrieval rates.
  • Wake up and reminder calls are charged as a 1 minute mobile call when answered.
  • There are no extra costs to use Multiple Greetings.
  • Calls to your Voicemail box via Voice Memo are charged to the caller. Optus callers are charged a flat rate of 35 cents per deposited message, while non-Optus callers are charged their normal call rate. Normal Voicemail retrieval costs apply to listen to your voice Memo messages.

Viewing your service charges on your Bill  

Both Voicemail deposits and retrievals are itemised on your Bill.

  • On your Tax Invoice, diversions to your Voicemail are itemised separately under the heading Forward Calls.


Frequently Asked Questions 

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

Why can’t my friends leave a message on my Mailbox?

  • Dial 321 and check that your Voicemail box is active. If not, call us to activate it for you.
  • Your Voicemail box may be full, in which case you need to follow the voice prompts to delete messages. Remember you can only store up to 20 messages in your Voicemail box at a time.
  • Look at the diversion settings in your mobile phone for any errors. Is the correct Voicemail diversion number, 321 entered into your message settings?

How do I extend the ring time before my calls are diverted to Voicemail?

  • When activated, your mobile phone is set to ring for 15 seconds before diverting to Voicemail. If this is too short or too long, you can change the time in intervals of 5 seconds, anywhere from 5 – 30 seconds; Dial **61*321**XX#SEND. Simply replace XX with a multiple of 5. For example: **61*321**30#SEND will make the mobile phone ring for 30 seconds before it diverts to Voicemail.

Is it possible to recover deleted Voicemail messages?

  • No, once deleted from your Voicemail box there is no way to recover deleted Voicemail messages.

Is this service available on Soul prepaid services?

  • Yes, this service is available on Soul prepaid services.


Current as at 13/08/2007