Setup and guides

How to access and manage voicemail for Shaw Business SmartVoice

Learn the difference between individual and group voicemail options and how to access and manage voicemail for your Shaw Business SmartVoice system.

Quick Guide

ComplexityEasy

There are multiple ways to access your individual voicemail. Options include:

  1. Call *98 from your Polycom handset or mobile/desktop app and enter your passcode.
  2. On your Polycom handset, press the message icon (located on top left corner of your handset), then select Message Center. message center
  3. On your Polycom handset, press the home icon, select Messages then select Message Center. polycom-homebutton
  4. For remote access, call 1-855-610-6096, then enter your 10-digit SmartVoice number.

How do I reset my voicemail passcode?

ComplexityMedium

Did you know? 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.

Individual users can update known passcode through the portal, but forgotten passcodes will need to be reset by your business' group administrator.

Did you know? 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.

Individual users can update known passcode through the portal, but forgotten passcodes will need to be reset by your business' group administrator.


Group Administrators

  1. Log in to smartvoice.shawbusiness.ca with your group administrator credentials.
  2. Select the Dashboard tab.
    Select the Dashboard tab
    Select the Dashboard tab
  3. Select the user by clicking on their name.
    Select the name field
    Select the name field
  4. Use the Passcode section on the right to manage voicemail PIN (the Password option is for user portal login).
  • Choose your own: Follow passcode rules, enter in your New passcode, enter the passcode once again in the Confirm passcode field, then press Save.
  • System-generated: Select Generate, make a note of your new passcode, then press Save.
    Group admin passcode reset
    Group admin passcode reset

Individual users

  1. Log in to smartvoice.shawbusiness.ca with your credentials.
  2. Select the Profile/911 Update tab.
    Profile/911 Update tab
    Profile/911 Update tab
  3. Under the section Password Reset, enter your current passcode, then either create a new passcode or press the Generate button to create a system-generated passcode.
    Individual passcode reset
    Individual passcode reset
  4. Scroll to the top or bottom of the page and press Save.
  5. Call into voicemail; the system will prompt you to change your passcode again, but you can use the same passcode you just created.
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How do I know I have new messages?

ComplexityEasy

Your phone indicates new voicemail messages in a few ways. These notifications are used to alert you of a new voicemail message for all voicemail boxes that are accessible from your phone (both individual and group voicemail). Here are the options available to check new voicemail messages:

Your phone indicates new voicemail messages in a few ways. These notifications are used to alert you of a new voicemail message for all voicemail boxes that are accessible from your phone (both individual and group voicemail). Here are the options available to check new voicemail messages:

  • Phone makes an audible alert tone when the caller finishes recording his or her message.
  • Status bar message indicating the total number of new messages.
    New Message Indicator
    New Message Indicator
  • Flashing message waiting indicator light located in top-right corner of phone.
  • Stuttering tone when the handset is picked up to make new call.
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SmartVoice keypad sequence

ComplexityEasy

Once logged in to your SmartVoice individual or group voicemail, use this guide to manage your voicemail from your business phone handset. Press the following numbers to access the corresponding option.

Once logged in to your SmartVoice individual or group voicemail, use this guide to manage your voicemail from your business phone handset. Press the following numbers to access the corresponding option.

Main Menu:

  1. Listen to Voicemail
  2. Change Busy Greeting
  3. Change No Answer Greeting
  4. Change Extended Away / Listen Only Greeting
  5. Compose Send New Message
  6. Delete All Messages
  7. Change Passcode
  8. Record Name
  9. Modify Messaging Deposit Settings Press * to access the Voice Portal

Listening to Messages:

  1. Rewind Message
  2. Repeat Message from Beginning
  3. Fast Forward Message
  4. Back to Previous Message
  5. Play Message Envelope (date, time, and caller ID)
  6. Skip to Next Message
  7. Delete Current Message
  8. Additional Message Options:
    • Call Back Caller
    • Reply with Your Own Voicemail Message (only available when replying to another SmartVoice user in your group)
    • Forward Message (only works to forward to another SmartVoice user in your group)
  9. Save Current Message
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