Voicemail

Messages arrive as text as well as audio, so most of the time you will read them rather than play them.

Reading your messages

Open the portal and go to Voicemail. Each message shows who called, when, how long it is, and the transcript. Play the audio if the text reads oddly or you want to hear the tone.

Messages also arrive by email, with the transcript in the body, so you can read one on your phone without signing in anywhere.

Checking from your handset

Dial *97 from your own desk phone. It opens your own mailbox with no PIN, because the handset has already authenticated itself. Dialing *97 from somebody else’s phone will not open your mailbox — it opens theirs.

There is deliberately no PIN. A four‑digit code that people write on a sticky note under the handset is not protecting anything. Your phone proves who you are, and anyone checking messages from elsewhere uses the portal, which has a real sign‑in.

Recording your greeting

Dial *97 from your desk phone.
Follow the prompts to the greeting options.
Record after the tone, then listen back before saving it.

Keep it short and say three things:

Your name, and your company if it is an outside‑facing extension.
That you cannot take the call.
What you want them to do — leave a number, or who to call instead if it is urgent.

Avoid dates. “I am away until the 14th” is accurate for a fortnight and misleading forever afterwards, because nobody remembers to change it back.

About the transcripts

Transcription is produced on Reverie Tech’s own equipment — the audio is not sent to another company. It is good enough to tell you who called and what they wanted, which is what you need to decide whether to call back now or later.

It is less reliable with:

Heavy background noise — a caller on a building site or in traffic.
Strong accents it has not encountered.
Product names, company names and spelled‑out email addresses.

The audio is always kept alongside the text, so anything that reads strangely can be checked rather than assumed.

It will not invent a message. If a caller hung up without speaking, or the line carried only noise, the transcript comes back empty rather than containing a plausible sentence nobody said. That is a deliberate design choice, and it is not how all transcription works.

Shared and department mailboxes

A mailbox can belong to a department rather than a person — Sales, Support, or a main company mailbox for out of hours. Everyone assigned to it sees the same messages in their portal.

The usual failure with a shared mailbox is everybody assuming somebody else handled it. Two habits fix it:

Agree who checks it, and when.
Mark messages as read once you have dealt with them, so the next person can see what is outstanding.

How long messages are kept

Messages are kept for a period your company sets, and are then deleted automatically. If there is a message you need kept beyond that — a complaint, a dispute, something that may be needed later — tell your administrator, who can arrange for it to be held.

Messages are encrypted where they are stored, so a copy of the file on its own is not readable.

Things people ask

Can I turn transcription off?

It is set for the whole company rather than per person — ask your administrator. Some organizations prefer not to hold a text copy of what callers say.

Why is there no light on my handset for new voicemail?

The message‑waiting lamp is deliberately switched off. Lighting it is straightforward; reliably turning it off again once you have read the message is not yet, and a lamp that stays lit forever is worse than one that never lights. You are notified in the portal and by email instead.

Can I forward a voicemail to a colleague?

You can copy the transcript into an email, which is what most people want. Forwarding the audio message itself within the system is not available yet.

Someone left a message on the wrong extension. Can it be moved?

Not moved, but an administrator can retrieve it. In practice, sending the colleague the transcript and the caller’s number is faster.