Setup and guides

How to set up and use voicemail on your business phone

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

How to set up your voicemail for the first time

ComplexityEasy

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 of time as the voicemail settings may revert to the default settings if setup is not entirely completed.

You will need the default pin for your voicemail. This will be the last 6 digits of your account number.

If you forgot or misplaced your voicemail PIN, you can log in to my.shaw.ca in order to create a new voicemail PIN.

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 of time as the voicemail settings may revert to the default settings if setup is not entirely completed.

You will need the default pin for your voicemail. This will be the last 6 digits of your account number.

If you forgot or misplaced your voicemail PIN, you can log in to my.shaw.ca in order to create a new voicemail PIN.

  1. Dial * 98 directly from the number that has voicemail. Listen carefully to the prompts.
  2. Confirm the language you want 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 two minutes in length.
    • You can re-record your greeting as often as you'd 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 the voicemail greeting that your customers will hear.
  6. You can further customize your voicemail with more options listed above.

The access PIN code requirement can be disabled through my.shaw.ca, but only for accessing voicemail directly from your Business Phone. Remote access will always require PIN.

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How do I check my voicemail messages?

ComplexityEasy

There are several easy ways to check your voicemail:

  1. Directly from your Business Phone
  2. Remote phone access when you are away from your Business Phone
  3. Online from My Shaw website (mobile friendly)
  4. Set up messages to be emailed to you automatically

There are several easy ways to check your voicemail:

  1. Directly from your Business Phone
  2. Remote phone access when you are away from your Business Phone
  3. Online from My Shaw website (mobile friendly)
  4. Set up messages to be emailed to you automatically

Directly from your Business Phone

  1. Dial * 98.
  2. Enter your access code followed by pound (#).
  3. Follow the 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 the message prompts.

Online from My Shaw website (mobile friendly)

  1. In your browser, access my.shaw.ca.
  2. Enter your username and password.
  3. Go to the phone section.
  4. Verify that the correct number is highlighted if you have multiple lines.

Set up messages to be emailed to you automatically

  1. In your browser, access my.shaw.ca.
  2. Enter your username and password.
  3. Go to the phone section.
  4. Verify that the 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.
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How to change the number or rings before voicemail picks up

ComplexityMedium

You can set the number of rings before calls get forwarded to your voicemail from two to nine rings, and you can change this any time.

You can set the number of rings before calls get forwarded to your voicemail from two to nine rings, and you can change this any time.

  1. In your browser, access my.shaw.ca.
  2. Enter your username and password.
  3. Go to the phone section.
  4. Verify that the correct number is highlighted if you have multiple lines.
  5. Select Voicemail on/off

Change number of rings before voicemail
Change number of rings before voicemail

  1. Change the number to the desired number of rings.

Choose number of rings
Choose number of rings

  1. Select Save to apply your changes.
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Can I forward calls directly to voicemail?

ComplexityEasy

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:

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 the My Shaw website

  1. In your browser, access my.shaw.ca.
  2. Enter your username and password.
  3. Go to the phone section.
  4. Verify that the 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.

Forward your calls straight to voicemail
Forward your calls straight to voicemail

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Can I create multiple greetings?

ComplexityEasy

With your voicemail settings, you can set up a primary greeting, secondary greeting, and listen-only greeting for your Shaw Business voicemail.

  • Switch between each of your 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.

With your voicemail settings, you can set up a primary greeting, secondary greeting, and listen-only greeting for your Shaw Business voicemail.

  • Switch between each of your 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 the main menu, select '2' when prompted with: '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 your browser, access my.shaw.ca.
  2. Enter your username and password.
  3. Go to the phone section.
  4. Select the 'Greetings' button in 'Voicemail Settings'.
  5. Select 'Change Call Forward'.
  6. Select the 'Upload Recorded Greeting' button.
  7. How to change which greeting is in use

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 the main menu, select '2' when prompted with: '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 your browser, access my.shaw.ca..
  2. Enter your username and password.
  3. Go to the phone section.
  4. Select the Greetings button in Voicemail Settings.
  5. Select which greeting to use.
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Is there a voicemail to email option?

ComplexityMedium

With your voicemail settings, you can get your voicemail messages sent directly 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. Also receive warning emails when your voicemail is full or nearly full.

Follow the walkthrough below to set this up.

With your voicemail settings, you can get your voicemail messages sent directly 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. Also receive warning emails when your voicemail is full or nearly full.

Follow the walkthrough below to set this up.

  1. Open up My Shaw. and log in.
  2. Go to the phone section.
  3. Select the Notifications button in Voicemail Settings.

Select Notifications
Select Notifications

  1. Select + Add Email.
    Enter an email address
    Enter an email address
  2. Press Save.

Save your changes
Save your changes

Up to five email addresses can be added.

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Is there a call transfer option?

ComplexityMedium

Yes, you can transfer calls using Secretary Transfer. This ia 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 may be able to help the caller if he or she cannot reach the location called originally.
  • Businesses that need to give their callers an option for emergency contact for after hours support, such as a property management company.

Secretary Transfer requires an upgrade to Enhanced Voicemail.

Yes, you can transfer calls using Secretary Transfer. This ia 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 may be able to help the caller if he or she cannot reach the location called originally.
  • Businesses that need to give their callers an option for emergency contact for after hours support, such as a property management company.

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.

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Can I get multiple mailboxes for my Business Phone?

ComplexityMedium

Extension Mailboxes are an optional add-on feature that allows you to add up to four mailboxes to your voicemail service. 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.

Extension mailboxes require an upgrade to Elite Voicemail.

Extension Mailboxes are an optional add-on feature that allows you to add up to four mailboxes to your voicemail service. 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.

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, including multiple greeting options, email notifications, and Secretary Transfer.
  • Each extension mailbox must have its own unique PIN for access.

Managing 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 your Extension Mailboxes:
    • 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 set up 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.

Call in to Business Technical Support to set up email notifications and Secretary Transfer for individual extension mailboxes .

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