TIN 16-02

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Telecommunications Information Notice 16-02 Changes in Voice Messaging Services

April 19, 2016

This information notice is to alert agencies of an upcoming change to the Memory Call Voice Messaging Services provided by the Office of Technology Services/Network Services, formerly the Office of Telecommunications Management. Starting May 11, 2016, the current contractor, AT&T, will begin moving the Voice Messaging Services to a new platform. This does not pertain to the OTS employees who have moved to the Hosted Voice Services. New orders for Voice Messaging Services are already being placed on the new platform.

Below is information on the migration dates, notification to be released, reminders for deleting old voice mail messages before the migration, instructions for users setting up new voice mailboxes, where to get help, etc.

AT&T and OTS/NS plan to accomplish the migration with minimum disruption to current Voice Messaging Services subscribers. The service on the new platform will be the same as the current service. Users will, however, have to re-record greetings and set up any sub/extension or info mailboxes. Also, there will be no change in pricing.

There will be two migration dates, May 11 and May 18, both beginning after 5 p.m. The first set of voice mailboxes to migrate to the new platform will be those in the Baton Rouge, Lafayette, Alexandria, Covington, Lake Charles, Monroe, and most of the New Orleans areas. The second wave will be the Shreveport area, the rest of the New Orleans area, and any users not previously migrated. A broadcast message will be sent to users' mailboxes the Friday before their scheduled migration, providing them with instructions for setting up their new mailboxes and reminding them to delete old messages. Some recent subscribers are already on the new platform and will not be affected.

Instructions for Users

You will have the option of setting up your new voice mailbox a few days before the migration date or waiting to do it after migration. For either option, you must delete all of your messages before your migration, otherwise you might experience problems with your Message Waiting Indicator light. Once the migration takes place, all new messages will be placed in the new mailbox and the old box will be turned off. All messages in the old mailbox will be lost, so if you want to keep any, record them using a smartphone or recorder.

Setting Up Your Mailbox Before the Migration

Dial the Temporary Access Number 866.740.0841
Enter your temporary PIN (your 10-digit telephone number with voicemail) and press #
Follow the voice prompts to proceed with the setup and record your greeting

Remember to setup your authentication code. This will allow you to reset your PIN should you forget it. For instructions, see below for the link to the User Guide. To have OTS/NS reset the PIN, the Telecommunications Coordinator must send an order to voiceorders@la.gov. Also, delete your old messages before your scheduled migration date; otherwise, you might experience problems with your Message Waiting Indicator light and must open a ticket with AT&T by calling Tech Support at 225.342.7777).

Setting Up Your Mailbox After the Migration

Dial in as usual, using your existing Access Number (the number you normally dial to get to voice mail)
Enter your temporary PIN (your 10-digit telephone number with voicemail) and press #
Follow the voice prompts to proceed with the setup and record your greeting

Remember to setup your authentication code. This will allow you to reset your PIN should you forget it. For instructions, see below for the link to the User Guide. To have OTS/NS reset the PIN, the Telecommunications Coordinator must send an order to VoiceOrders@la.gov. Also, delete your old messages before your scheduled migration date, otherwise you might experience problems with your Message Waiting Indicator light and must open a ticket with AT&T by calling Tech Support at 225.342.7777.

For more information on Access Codes and the Memory Call User Guide, see Voice Messaging Service.

Questions regarding this information notice may be addressed to the OTS/NS Technical Support Group at 225.342.7777.