AT&T Voice DNA® User Support

Overview

If you have the Premium feature package and full voicemail access, you can view a list of voicemail messages, faxes, and informational email from AT&T Voice DNA® on your AT&T Voice DNA User Dashboard. On the Messages page, you can view and listen to messages, reply to them, forward them by email, and manage (search through, sort, delete) them.

Your Administrator sets your access to voicemail. If you have limited access, you can listen to voicemail messages from your phone, but you can't view your voicemail messages on the User Dashboard.

Note: Your voice mailbox has a limit on the number of messages it can hold. When you reach the limit, new messages aren't saved. When you near the limit, AT&T Voice DNA sends you an email warning you that your voice mailbox is almost full, and then sends another email alerting you when your mailbox is full.

To manage voicemail settings, see Manage Voicemail Settings.

View Your Messages

When you log in to your AT&T Voice DNA® User Dashboard, the New Messages tile lists all your messages, as well as phone calls placed, received, and missed in the past 24 hours.

Your most recent messages appear first, along with the sender's name, if available. Scroll to view more new messages.

You can receive voicemail messages, fax messages, and email messages.

You can read, play, forward, and delete messages by clicking an icon in the Actions column.

Note: The New Messages tile doesn't automatically refresh. To view new messages, refresh the page by clicking Refresh Messages or by pressing the F5 key on your keyboard.

To view all your messages

1. Open the AT&T Voice DNA User Dashboard. (For help with this step, see Log In.)

    

   The New Messages and Recent Calls tiles appear.
2. Do one of the following:
   • At the lower-right of the New Messages tile, click View All.
   • On the main menu bar, click LOGS, and then click Messages.

      

     The Messages page appears, showing all your new and saved messages.
3. If you have more messages than can be shown on one page, click the page numbers or arrows in the page selector at the top of the list to see more.
4. To view incoming messages, click Refresh Messages or press F5.

New (unread) messages appear in bold. After you've read or listened to a message, the bold disappears.

Note: A hunt group often has one voice mailbox that receives all unanswered calls. If your mailbox is set to receive these calls, a notice appears on the left side of your AT&T Voice DNA® Dashboard as well as at the top of the Messages page.  If your voice mailbox is the end-destination of a hunt group, use a generic voicemail greeting (one that doesn't mention your name or number) to avoid confusion for callers trying to reach a specific individual.

To view a fax or an email message

• In the Actions column of the email or fax you want to view, click the Read icon.

To sort messages

By default, your messages are sorted by time received, but you can sort your messages by any column that has a blue header. Messages typically appear in descending order (most recent first).

• To sort in ascending order, click the blue header one time. To sort in descending order, click the header again. An arrow appears next to the header, indicating which column is currently sorted, and in what direction.

To filter messages

By default, all new messages appear in the AT&T Voice DNA User Dashboard New Messages tile. You can filter messages to show only one type (voicemail, fax, or email).

• From the Show list, select a message type.

Listen to, Reply to, Forward, and Delete Voicemail Messages

If you have full voicemail access, you can listen to and manage your voicemail from your AT&T Voice DNA® User Dashboard.

Note: For information on managing messages directly from your phone, see the Quick Reference Guide for your phone.

To listen to a voice message

When you listen to messages, you'll hear urgent messages first.

1. Open the AT&T Voice DNA User Dashboard. (For help with this step, see Log In.)

    

   The New Messages tile appears, listing all your new messages.

2. In the Actions column of the message you want to hear, click the Play icon.

If you listen to a message on your phone, it is not marked as read—you must explicitly save it to mark it as read.

Note: If you have a problem playing back messages using your Internet browser, configure your browser to use the appropriate audio program on your PC to play messages. For configuration instructions, see your browser's help documentation.

To reply to a voice message

1. Click the phone number that was used to leave the message. The call is placed automatically.
2. To end the call, click Cancel.

To forward a message by email

If you have full voicemail access, you can forward a voicemail message as an email attachment.

1. In the Actions column for the row of the message you want to forward, click the Forward icon. The Forward Message page appears.

    

   The voicemail file is automatically attached and the Subject line is filled in.

    

   Note: You can't forward a message marked "Private."

2. In the To field, enter the email address of the recipients. To search for a recipient's name in the Directory, click Find in Directory.

    

   Note: You can also forward voicemail messages from your phone. For more information, see the AT&T Voice DNA Voicemail Quick Reference Guide.

To delete one message

• In the Actions column of the message you want to delete, click the Delete icon.

   

  Note: You can also delete messages using your phone. For more information, see the AT&T Voice DNA Voicemail Quick Reference Guide.

To delete multiple messages

1. Do one of the following:
   • Check the box at the left of each message you want to delete.
   • Select all the messages on the current page by clicking Select All at the top of the left column.
2. Click Delete.

    

   Note: Messages you delete using the AT&T Voice DNA User Dashboard can't be restored. Messages you delete using your phone can be restored for approximately 48 hours after they're deleted. For assistance with restoring messages deleted using your phone, contact your AT&T Voice DNA Administrator.

To check messages from your phone when you have multiple lines

If you have multiple phones lines set up for voicemail, the message waiting indicator lights up and the phone display indicates which line has the new message.

Depending on the phone model, the message indicator is either an Envelope icon or an altered (blinking or different color) indicator light.

• To retrieve messages from your phone, press the Message button or menu option, and then select the specific line key.