For your SmartVoice system, learn the difference between individual and group voicemail and how to access and manage them.

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End user voicemail access

    This is the voicemail box specific to your direct line.

    Voicemail access: there's multiple ways to access your individual voicemail:

    • Call *98 from your Polycom handset or mobile/desktop app.
      • On Polycom handset, press message icon New voicemail icon (located on top left corner of your handset), then select 'Message Center'.
      • On Polycom handset, press home icon, select 'Messages', then select 'Message Center'.
      • For remote access, call 1-855-610-6096, then enter your 10 digit SmartVoice number.

      More details on managing features can be found on our end user resources:


      Group voicemail access

      Group Voicemail is a dedicated line for voicemail that can be accessed from multiple handsets.

      Setup group voicemail extension on your handset
      The group admin can add group voicemail numbers as a shared call line on any handsets the voicemail will be shared on. For info on how to add extensions to your phone, read Programming soft keys.

      Access group voicemail

      • If group voicemail has been added as an extension on your phone:
        • Press 2016-09-01-SV-Message-Center, and select Message Center, then select the group voicemail line.
        • From Home view, select Messages, select Message Center, then select the group voicemail line.
        • Press the shared call extension on your handset and dial *98 to access and manage the voicemail.
        • Choose one of the keypad sequences listed in the first section to listen and manage voicemail.
      • If you don't have your own voicemail:
        • Dial into your group voicemail extension and when you hear the greeting, press *and enter the group voicemail passcode.
        • Choose one of the keypad sequences listed in the first section to listen and manage voicemail.
      • If you do have your own voicemail:
        • Dial *98 and then press * while in the menu, enter the extension of the Group Voicemail and then enter the group voicemail passcode.
        • Choose one of the keypad sequences listed in the first section to listen and manage voicemail.

      New message notification

      Your phone indicates new voicemail messages a few ways. These notifications are used to alert for all voicemail boxes that are accessible from your phone (both individual and group voicemail).

      • Phone makes audible alert tone when caller finishes recording message.
      • Status bar message, indicating total number of new messages.
        • 2016-09-01-SV-New-Message
      • Flashing message waiting indicator light, located in top-right of phone.
      • Stuttering tone when handset picked up to make new call.

      Voicemail keypad sequences

      Once logged into your individual or group voicemail with one of the above methods, follow the prompts listed below:

      • Main Menu:
        • 1: Listen to Voicemail
        • 2: Change Busy Greeting
        • 3: Change No Answer Greeting
        • 4: Change Extended Away Greeting
        • 5: Compose Send New Message
        • 6: Delete all messages
        • 7: Change Passcode
        • 8: Record Name
        • 9: Modify Messaging Deposit Settings
        • *: Voice Portal
      • Listening to Messages:
        • 1: Rewind message
        • 2: Repeat message from begining
        • 3: Fastforward message
        • 4: Back to previous message
        • 5: Play message envelope (date, time, & caller ID)
        • 6: Skip to next message
        • 7: Delete current message
        • 8: Additional message options:
          • 1: Callback caller
          • 2: Reply with your own voicemail message (only available when replying to another SmartVoice user in your group)
          • 3: Forward message (only works to forward to another SmartVoice user in your group)
        • 9: Save current message

      Advanced voicemail options

      Advanced voicemail options can be managed through your web portal.

      1. Login with your end user credentials to smartvoice.shawbusiness.ca.
      2. In 'Calling Features' tab, scroll down to 'Messaging' section.
      3. Find 'Voicemail Management' and press 'Edit' button.
        • Voicemail management (click to enlarge)
      4. Key features in the edit screen:
        • Email notification: provides email notification when there's voicemail waiting.
          • Without attachment: provides phone number and time stamp.
          • With attachment: provides phone number, time stamp, and .wav audio file to listen to voicemail message.
        • Transfer on '0' to phone number: allows caller that reached your voicemail message to press 0 at any time to reach another number of your choice. Great for transfers back to main line, your cell phone, another store location, etc.
        • Voicemail management window (click to enlarge)
      5. Press 'Save' to complete.
      6. Leave a test voicemail message to test your changes.

      Reset user voicemail passcode

      Group administrators: can update voicemail passcodes for all users, but can't see current passcodes. Forgotten passcodes will need to be reset. These steps also apply to resetting Group Voicemail passcodes. You can also view our Group admin video tutorial for a complete walk through on how to reset voicemail passcodes.

      1. Login to smartvoice.shawbusiness.ca with your group admin credentials.
        • If you've forgotten your portal login credentials, see our article Portal password reset for help regaining access.
      2. Select 'Dashboard' tab.
        • Dashboard tab (click to enlarge)
      3. Select user by clicking on their name.
        • Select name field (click to enlarge)
      4. Use 'Passcode' on right to manage voicemail PIN ('Password' option is for user portal login).
        • Choose your own: follow passcode rules, enter in 'New passcode', again in 'Confirm passcode', then press 'Save'.
        • System Generated: select 'Generate', make note of new passcode, then press 'Save'.
        • Create new passcode for user's voicemail (click to enlarge)

      End users: you can update your known passcode through the portal, but forgotten passcodes need to be reset by your company's group administrator.

      1. Login to smartvoice.shawbusiness.ca with your credentials.
        • If you've forgotten your portal login credentials, see our article Portal password reset for help regaining access.
      2. Select 'Profile/E911 Update' tab.
        • Profile/911 update tab (click to enlarge)
      3. Under section 'Password reset', enter current passcode, then either create a new passcode or press 'Generate' button to create a system generated passcode.
        • If you can't remember your current passcode, contact your company's group administrator to make a new passcode for you.
        • End user passcode reset (click to enlarge)
      4. Scroll to top or bottom of page and press 'Save'.
      5. Call into voicemail; system will prompt you to change passcode again, but you can use same passcode.