Learn how to set up and manage your Business Phone Voicemail, including tips on some Voicemail options to make things easier for you and your customers.

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Initial Voicemail setup

After getting Voicemail added to your line by a Shaw agent, follow these steps to get Voicemail initialized for the first time. It's important to do this when you have a few minutes time as the voicemail may revert to default settings if setup is not completed entirely.

  1. Dial *98 directly from the number that has Voicemail. Listen carefully to the prompts.
  2. Confirm the language to use. Press 1 for English or continue listening for more language options.
  3. Choose a customer voicemail PIN of your choice. Longer unique PINs are more secure.
  4. When prompted, record a custom greeting to let your callers know they've reached your business.
    • Your greeting can be up to 2 minutes in length.
    • You can re-record your greeting as often as you like if you're not satisfied with the first attempt.
  5. After completing the initial setup, place a test call from another phone to ensure you're satisfied with your Voicemail greeting that your customers will hear.
  6. You can further customize your voicemail with more options listed below.

*If you misplace the Voicemail PIN, you can log into your My Shaw in order to make a new Voicemail PIN. The access PIN code requirement can be disabled through My Shaw, but only for accessing voicemail directly from your business phone. Remote access will always require PIN.


How to check your Voicemail messages

There are several easy ways to check your voicemail:

  • Directly from your business phone.
    1. Dial *98.
    2. Enter your access code followed by pound (#).
    3. Follow message prompts.
  • Remote phone access when you are away from your business phone.
    1. Dial 1-866-656-7429.
    2. Enter your business phone number when prompted.
    3. Enter your access code followed by pound (#).
    4. Follow message prompts.
  • Online from My Shaw website (mobile friendly).
    1. In the browser, access My Shaw.
    2. Enter username and password.
    3. Go to phone section.
    4. Verify correct number is highlighted if you have multiple lines.
  • Setup messages to be emailed to you automatically.
    1. In browser,access My Shaw.
    2. Enter username and password.
    3. Go to phone section.
    4. Verify correct number is highlighted if you have multiple lines.
    5. In Voicemail Settings, select "Notifications".
    6. Add the email address you want to forward your messages to.

*Access code requirement can be disabled through My Shaw, but only for accessing voicemail directly from your business phone. Remote access will always require PIN.


How to set the number of rings

You can set the number of rings before calls get forwarded to your voicemail from two–nine rings, and you can change it anytime.

  1. In the browser, access My Shaw.
  2. Enter username and password.
  3. Go to phone section.
  4. Verify correct number is highlighted if you have multiple lines.
  5. Select Voicemail on/off and change number of rings.

How to set all calls to go to Voicemail

You can choose to send incoming calls directly to Voicemail without any rings.

There are a couple of easy ways to send calls straight to Voicemail:

  • Directly from your business phone.
    1. Dial *72
    2. Wait for a dial tone.
    3. Press *98
    4. Hang up.
  • Online from My Shaw website
    1. In the browser, access My Shaw.
    2. Enter username and password.
    3. Go to phone section.
    4. Verify correct number is highlighted if you have multiple lines.
    5. Select "Change Call Forward".
    6. Forward incoming calls should be on, and set as "To Voicemail".

        Alternate greetings

        You can set up a primary greeting, secondary greeting and a listen-only greeting for your Shaw Business Voicemail.

        • Switch between the greetings depending on your business needs without erasing or re-recording messages.
        • Use the secondary greeting for temporary messages.
        • Use the Listen Only greeting to give your callers a recorded greeting without the option for them to leave a message.
        How to record alternate greetings:
        • Directly from your business phone.
          1. Dial *98.
          2. Enter your access code followed by pound (#).
          3. In main menu, "To modify your greetings press 2".
          4. Follow the prompts after listening to the current greeting. There will be options to record the primary greeting, secondary greeting, or listen only greeting.
        • Online from My Shaw website
          1. In the browser, access MyAccount.
          2. Enter username and password.
          3. Go to phone section.
          4. Select the "Greetings" button in Voicemail Settings.
          5. Select "Change Call Forward".
          6. Select "Upload Recorded Greeting" button.
        How to change which greeting is in use:
        • Directly from your business phone.
          1. Dial *98.
          2. Enter your access code followed by pound (#).
          3. In main menu, "To modify your greetings press 2".
          4. Follow the prompts after listening to the current greeting. You will be prompted choose from any of the current recorded greetings.
        • Online from My Shaw website (mobile friendly)
          1. In the browser, access MyAccount.
          2. Enter username and password.
          3. Go to phone section.
          4. Select the "Greetings" button in "Voicemail Settings".
          5. Select which greeting to use.

        Get email notifications

        • Get your Voicemail messages sent to you as an MP3 audio clip attached in an email that includes the caller’s phone number plus a date and time stamp of the call.
        • Get warnings emails when your Voicemail is full or nearly full.
        1. In the browser, access My Shaw.
        2. Enter username and password.
        3. Go to phone section.
        4. Select the "Notifications" button in Voicemail Settings.
        5. Select "+Add Email".
        6. Enter up to five email addresses.
        7. Press "Save".

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        Secretary Transfer

        Make sure your callers connect with your business. Secretary transfer is an optional add-on that is very useful for:

        • businesses with employees who are often away from the office.
        • businesses with multiple locations, where another location might be able to help the caller.
        • businesses that need to give their callers an option for emergency contact for after-hours support, such as a property management company.

        Note: Secretary Transfer requires an upgrade to Enhanced Voicemail.

        Basic Secretary Transfer:
        • Allows callers who reach your voicemail to press 0 and be forwarded to an external local number of your choice.
        • The external number must be a local, non toll-free number.
        Direct Secretary Transfer:
        • Automatically transfer calls that reach your voicemail to an external local number of your choice.
        • The external number must be a local, non toll-free number.

        Extension Mailboxes

        Extension Mailboxes is an optional add-on feature that allows you to add up to four mailboxes when a caller reaches your Voicemail. Here’s how it works:

        • A caller reaches a main greeting that you record to direct them to press 0, 1, 2 or 3.
        • The caller presses the extension number and hears the personal greeting of that department or employee.

        Note: Extension mailboxes require an upgrade to Elite Voicemail.

        Using Extension Mailboxes:

        • Managing the main directory greeting is done using *98 with the PIN for Mailbox 0.
        • Mailbox 0 will always exist, so don’t forget to use and check mailbox 0.
        • Each extension mailbox allows all voicemail options of multiple greeting options, Email Notifications and Secretary Transfer.
        • Each extension mailbox must have its own unique PIN for access.

        How to manage Extension Mailboxes:

        Features require management through the phone:

        1. Dial *98 from your business phone.
        2. Enter the access code for mailbox 0 followed by pound (#).
        3. To Manage
          • To record or modify the main greeting, press "1". This is the main greeting to guide callers to mailboxes 0, 1, 2 and 3.
          • To add an extension press "2".
          • To remove an extension, press "3".
        4. The access code for each extension should be kept safe in your notes.
        5. Each mailbox greeting will be setup by calling back into *98 and using that mailbox’s access code.
        6. To check voicemail for a specific mailbox, press *98 and enter the unique access code for that mailbox and follow the prompts.
        7. Call in to Business technical support to set up Email Notifications and Secretary Transfer for individual extension mailboxes .