| Q: |
How long will it take to set up my mailbox? |
| A: |
Not much longer than setting up voice mail. Approximately 10-15 minutes. |
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| Q: |
If I have sub-mailboxes set up, can any mailbox owner in the group access someone's mailbox? |
| A: |
Only if they have the person's unique Email Address, and Password or PIN. |
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| Q: |
Is there an additional cost for sub-mailboxes? |
| A: |
No. Sub-mailboxes are only available to residential customers, and there is no additional charge to set them up - this can be done over the computer or on the phone. See the Sharing Your Mailbox with the Family (Sub-Mailboxes) section in the User Guide for instructions on how to set up sub-mailboxes. |
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| Q: |
Is there an additional cost for Extension Mailboxes? |
| A: |
Yes. Extension mailboxes are only available to business customers, and there is an additional charge for each Extension Mailbox. You can purchase up to 98 extensions on one primary business mailbox. |
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| Q: |
How many Secondary Lines (Alternate IDs) can I add? |
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If you are a residential customer, you can add one landline number (Alternate ID) and up to two wireless numbers to your primary mailbox. You can also add one wireless number to each sub-mailbox. There is no charge for adding a wireless number. If you're a business customer, you can add up to seven landline numbers (Alternate IDs) and up to two wireless numbers to your mailbox. There is no charge for adding a wireless number. If you subscribe to AT&T Unified Messaging Director, four of up to seven Alternate IDs are at no charge. |
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| Q: |
What is the difference between AT&T Unified Messaging Standard service and AT&T Unified Messaging Lite service? |
| A: |
The UM Lite version does not have the option of adding your Wireless from AT&T® service to your mailbox. UM Lite is not available in all areas. |
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| Q: |
Do I have to have AT&T local line service to use AT&T Unified Messaging service? |
| A: |
Yes, except in California, where customers of certain other carriers may also use the service. |
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| Q: |
Do I have to subscribe to AT&T High Speed Internet Access or Dial service to use AT&T Unified Messaging service? |
| A: |
No. You can access your service using any Internet connection, regardless of the provider.
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| Q: |
Why does the authentication code only work from primary, secondary and wireless phones? |
| A: |
For security reasons, the authentication code will work only from primary, secondary and wireless phones. |
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| Q: |
Can you use any computer to create or change your authentication code? |
| A: |
Yes, as long as you have your Password to access your mailbox via the Web. |
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| Q: |
How can I reset my PIN if I forgot it or lost it? |
| A: |
Once you have established your Authentication Code and you forget your PIN, please access your mailbox. You will be offered three opportunities to enter your correct PIN. After each invalid entry, the system will offer the option to reset your PIN by pressing 1. After pressing 1, the system will prompt you to enter your Authentication Code. Follow the prompts. Once you have accurately entered your Authentication Code, you may reset your PIN and access your mailbox. |
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| Q: |
Some of my callers want to skip my greeting and record their messages immediately. How can they do this? |
| A: |
Tell your callers to press the # key when they hear your greeting. The greeting will stop playing, and they'll hear the record tone. |
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| Q: |
How long can I make my greeting? |
| A: |
If you are a residential customer, you can record a greeting up to two minutes in length. If you are a business customer, you can record a greeting up to five minutes. |
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| Q: |
If I delete a message over the phone or on the Web, can I access it from the Trash folder? |
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Yes, for up to 48 hours. If you erase or delete a message using a phone, it is placed in the Trash folder. A message in the Trash folder will be available for 48 hours from the time it was placed there. You can choose to save that message by signing into your mailbox using a computer and moving the message to a Personal Folder or to the Inbox. You can also save the message using the Erased Messages option through the phone (press 6 from the main menu). When a message surpasses 48 hours in the Trash folder, it is removed for good. |
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| Q: |
Can I access my mailbox from any phone or do I have to use my own phone? |
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You can access your AT&T Unified Messaging mailbox from any touch-tone telephone, no matter where you are, any time of day. You can use your wireless phone, your home telephone, your office telephone or any pay telephone to access your mailbox. Depending on where you're calling from, local, toll or usage charges may apply. |
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There are two ways to access your AT&T Unified Messaging messages using a phone:
- Call your AT&T Unified Messaging telephone number and dial * once the message begins playing.
- Call your AT&T Unified Messaging access number (provided in your Welcome Letter).
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| Q: |
One of my callers couldn't leave me a message because my mailbox was full. How can I prevent that? |
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After retrieving any email, voice mail or fax message, you should always either delete/erase it or save it to your computer. Business customers can also purchase additional storage by contacting AT&T Unified Messaging Customer Care at 1-888-300-6500. When your mailbox is full, callers won't be able to leave messages until you free up space in your mailbox. (Note: You can determine how much storage your mailbox is using by clicking the Folder button. In the bottom right-hand corner, you can see how much storage space is available. When your mailbox is close to capacity, you'll receive a notice so you can take steps to free up space either by deleting messages or saving them to your computer's hard drive.) |
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| Q: |
Do I have to listen to all the options before I make my selection from a menu? |
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No. You can press a key at any time. You don't have to wait for the system to list each menu option. The Navigation Map in the User Guide will help you become familiar with your menu options. |
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| Q: |
How do callers leave a message in a Sub-Mailbox or an Extension mailbox? |
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You must first record a Family Greeting (Sub-Mailbox) or Company Greeting (Extension mailbox) that callers will hear if their call goes unanswered. Once the greeting is recorded, you must choose whether or not to allow callers to leave a message in the Sub-Mailbox/Extension mailbox. Your Family/Company Greeting should tell callers which keys to press to leave a message in either the Primary mailbox or one of the Sub-Mailboxes/Extension mailboxes. The Family/Company Greeting is a separate greeting from the primary mailbox holder's personal greeting. |
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| Q: |
My callers say they can't hear the first few seconds of my greeting. Why is that? |
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For Unified Messaging customers in the states of WI, IL, IN, OH & MI: If you have Privacy Manager and your greeting does not play correctly when callers are transferred to your voice mail, please contact UM Customer Care at 1-888-300-6500. |
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| Q: |
Can I flag messages for a specific response date? |
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No. Messages are flagged only as "Urgent" or "Private." |
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| Q: |
Can I access my mailbox through a cable Internet connection? |
| A: |
Yes. |
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| Q: |
What should I do if my Message Waiting Indicator, stutter dial tone or light on my phone, is on but I have no new voice messages? |
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Make sure to check all message types when reviewing your messages (i.e. voice, email and fax). |
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| Q: |
What should I do if my Message Waiting Indicator (MWI), stutter dial tone or light, is stuck on? |
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Power cycle (turn off/on) the Phone or Customer Premise Equipment (CPE). |
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| Q: |
What do I do if my Message Waiting Indicator (MWI), stutter dial tone or light, is not working? |
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Verify if the Message Notification Setting is turned on by signing in to the mailbox from your phone. Once you sign in to the mailbox Select "4" for Mailbox Settings, Select "1" for Message Notification then Select "1" for Landline and Wireless Notification Settings. If it is set to "OFF", turn Setting "ON". |
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Note: MWI does not work on sub-mailboxes. |
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| Q: |
Can I add my wireless number to AT&T Unified Messaging service? |
| A: |
Yes, if you have Wireless from AT&T® you can integrate number with your AT&T Unified Messaging standard mailbox. Not available with an AT&T Unified Messaging Lite mailbox. |
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| Q: |
Can I add a second wireless number to my mailbox? |
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Yes. You can do this in two places: |
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Over the phone: Sign in to your mailbox. At the main menu, press 4 for Mailbox Settings, 6 for Additional Settings and 1 to Add Additional Numbers. Then follow the prompts. |
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Over the computer: Sign in to your AT&T Unified Messaging service at http://www.um.att.com. Click the Settings link on the top right of the page. Click Telephone Settings or Add New Wireless Phone (under the Telephone Access Settings section). Click Add New Wireless Phone and follow the directions. You'll need the last four digits of the Social Security or Tax ID number that was used when the Wireless from AT&T® account was opened. If you need further assistance, call AT&T Unified Messaging Customer Care at 1-888-300-6500. |
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| Q: |
How can someone send me a fax if I don't have UM Fax Plus? |
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Anyone can send you a fax by calling your telephone number associated with your mailbox. The mailbox will detect the fax tones and accept the fax. (Note: If someone is calling to send you a fax, don't answer the telephone. Let the call go to your mailbox.) The fax will show up as an attachment in your Inbox, and can only be viewed via a computer. When checking messages using a phone, you'll only hear the date and time stamp of a fax message. If you check fax messages using a computer, the entire fax can be read. |
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| Q: |
Can I use a Secondary Line (Alternate ID) as a second fax line? |
| A: |
Yes, you can have your callers dial your secondary line(s) and when the line goes unanswered, the call will go into your UM mailbox. The mailbox will detect the fax tones and accept the fax. |
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| Q: |
Can my AT&T Unified Messaging service read faxes over the phone? |
| A: |
No. When checking messages using a phone, you'll only hear the date and time stamp of a fax message. If you check fax messages using a computer, the entire fax can be read. |
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| Q: |
What is the difference between AT&T Unified Messaging and AT&T Unified Messaging Fax Plus? |
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The Fax Plus product provides you with a separate telephone number to give to your customers that can be used as a fax number. The faxes will be sent to the same mailbox as all of your other messages. Fax Plus is for business customers only. |
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| Q: |
Can I change the number of times my telephone rings before my mailbox picks up my line and answers the call? |
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Yes. You can change the number of times your telephone rings before your mailbox picks up and answers your calls. For ring-cycle changes, please call:
- Illinois, Wisconsin, Michigan, Indiana and Ohio: 1-800-ATT-2020 (consumer) and 1-800-680-6808 (business)
- California: 1-800-ATT-2020 (consumer) and 1-800-750-2355 (business)
- Nevada: 1-800-ATT-2020 (consumer) and 1-877-469-2355 (business)
- Texas, Missouri, Kansas, Oklahoma and Arkansas: 1-800-ATT-2020 (consumer) and 1-800-499-7928 (business)
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| Q: |
What is the maximum size limitation for attachments to emails? |
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The maximum email file attachment size is 10MB. |
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| Q: |
How much space do I have for Sent Items? |
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Residential customers are provided with a maximum of 50MB of storage and business customers are provided with a maximum of 100MB for Sent, Saved, Inbox, Drafts and personal folders combined. If you need more space for your account, business customers can add up to 150MB in 50MB increments. It's a good idea to do regular "house cleaning" to free up space in your mailbox. (See the answer to question 16 to find out how.) |
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| Q: |
Is there a limit to how many addresses I can add to my address book? |
| A: |
No. You can add as many as you want. It doesn't impact your maximum storage space. |
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| Q: |
Does my AT&T Unified Messaging mailbox filter SPAM? |
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Yes. Your service has built-in SPAM and virus firewalls. |
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| Q: |
What Internet browser versions does Unified Messaging support? |
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Web Browser: Microsoft Edge or Firefox 70 or higher. If you do not know the Web browser you are using, your computer will be checked automatically during the setup process. |
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| Q: |
What is AT&T Voicemail Viewer? |
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AT&T Voicemail Viewer is an application that makes it easier for AT&T customers to stay on top of their AT&T Unified MessagingSM voice messages. For more information, please visit our web site at www.um.att.com/vmviewer. |
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| Q: |
What is the difference between Visual Voicemail and Voicemail Viewer? |
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Visual Voicemail lists your AT&T Wireless voicemail messages visually, allowing you to choose the order in which you listen to them. Voicemail Viewer is an app that lists your AT&T Unified MessagingSM voicemail messages visually, allowing you to choose the order in which you listen to them. As a residential Unified Messaging customer, you can even read your messages as voicemail-to-text with the Voicemail Viewer app. |
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