Add-Ons_Voicemail and Visual Voicemail: FAQ

Arina Vlasova Updated by Arina Vlasova Permissioned article This article is internal and cannot be seen by public viewers.

Voicemail

Voicemail menu map: https://www.verizon.com/support/voicemail/

T-Mobile: https://support.t-mobile.com/docs/DOC-1171

Verizon:https://www.verizonwireless.com/support/how-to-use-voice-mail/?cmp=COMM_RELCO

How to set-up Voicemail

Refer customers to this Guide.

Make sure Voicemail is enabled from AP.

How to access Voicemail

Refer customer to this Guide.

Make sure Voicemail is enabled from AP.
The customer can enable or disable voicemail notifications on his Super LTE line by calling *86 and navigating to personal options.
Do we charge minutes for voicemail?

For Super LTE, unlike GSM LTE, checking voicemail from cellphone by dialing *86 will cost minutes, depending on the length of time they remain connected to the voicemail system. However, customer needs to have minutes on their plan to access their voicemail box.

Adjusting Voicemail ring time:

Super LTE:

On Verizon, the time for an incoming call to transfer to voicemail is set at 30 seconds by default or about 6 rings. Changing the ring can only be done by Verizon support themselves and this isn't an option for US Mobile subscribers on the Verizon network.

GSM LTE:

From your cell phone, dial **61*18056377243**seconds# where seconds is the length of time the call will ring. Acceptable inputs are 5,10,15,20,25 or 30 seconds. So if you wish to let the phone ring for 20 seconds before going to VM, you'd dial **61*18056377243**20#.

Can a customer access Voicemail from Landline on GSM Line?

Yes, they will have to dial their own number and wait for it to go to voicemail, then pressing *

Helpful canned response: "Voicemail Ring Delay" changing wait time on Super LTE

How to check Voicemail from Landline?

Ask the customers to dial their number and wait for the phone to pick up. When it answers and the voicemail greeting begins to play.

Press # for Super LTE
Press * for GSM LTE

At this point, customer will be prompted to enter the password or passcode. After they enter it, they will have an access to all the usual voicemail options. This approach works from either a mobile phone or a landline phone.

Voicemail password reset or full voicemail reset (Password and messages)

GSM LTE

Refer customers to this Guide.

If the customer is having trouble with it, please contact the TL to get it done by VCare
Super LTE
This should be done by PSS - Please refer to this Guide

Visual Voicemail

Super LTE

Basic Visual Voicemail is available on iPhones and Androids. A data plan is required in either case for visual voicemails

US Mobile is only offering basic visual voicemail for now
Make sure Visual Voicemail is enabled from enabled from AP Super LTE SIM.
Make sure to use the phone's default Visual Voicemail feature. A 3rd party app (like T-Mobile VVM) app is not guaranteed to work with our service.

Requirements for VVM:

  1. Active Talk and Data plan are required for Visual Voicemail to work. Also make sure that the phone is connected to internet (WI-FI/Cellular Data).
  2. APNs must be configured on the device.

You can find the APN installation guides in the table below:

Super LTE SIM APNs for Android

Super LTE SIM APN for IOS

  1. Device should support VVM (most phones that have VoLTE do).
  2. Basic Voicemail should be active for Visual Voicemail to work.
  3. Install the updates on the phone first if required (OS should be up to date).

GSM LTE

VVM on GSM is available on SIMs shipped 9th of June onwards.
Basic Visual Voicemail is available on iPhones and Androids.
VVM will only work with iOS 14.5 and above
US Mobile is only offering basic visual voicemail for now

Requirements for VVM:

  1. Active Talk and Data plan are required for Visual Voicemail to work. Also make sure that the phone is connected to internet (WI-FI/Cellular Data).
  2. APNs must be configured on the device.

You can find the APN installation guides here: GSM LTE SIM APNs for IOS and Android

  1. Device should support VVM (most phones that have VoLTE do).
  2. Basic Voicemail should be active for Visual Voicemail to work.
  3. Install the updates on the phone first if required (OS should be up to date).

What is the difference between Basic VS Premium Visual Voicemail?

Basic visual voicemail lets people view, scroll through and randomly listen to all voicemails in a list, without needing to call in. People will not be getting voicemail transcripts, as that's the feature offered only in premium visual voicemails.

For a detailed comparison between the various types of voicemail. Please visit: https://www.verizon.com/support/voice-mail-comparison/

How to set-up Visual Voicemail (Super LTE and GSM LTE)

iPhone

Refer customers to this Guide

Make sure Visual Voicemail is enabled from enabled from AP Super LTE SIM.
Make sure Visual Voicemail is enabled from VCare for GSM LTE SIM.

You can also Refer the customers to https://support.apple.com/en-us/HT201436 for additional instructions:

  1. Transfer your existing Voicemail
  2. Get help with Visual Voicemail
Android

Refer customers to this Guide

Make sure Visual Voicemail is enabled from enabled from AP Super LTE SIM.
Make sure Visual Voicemail is enabled from VCare for GSM LTE SIM.
Not All android devices support visual voicemail

Requirements:

  1. Active Talk and Data plan are required for Visual Voicemail to work. Also make sure that the phone is connected to internet (WI-FI/Cellular Data).
  2. APNs must be configured on the device.

You can find the APN installation guides in the table below:

Super LTE SIM APNs for Android

GSM LTE SIM APNs for IOS and Android

Super LTE SIM APN for IOS

  1. Device should support VVM (most VoLTE capable device do support).
  2. Basic Voicemail should be active for Visual Voicemail to work.
  3. Install the updates on the phone first if required (OS should be up to date).

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