Voicemail - Enhanced Service

Service Description
Voicemail is a digital answering system which plays announcements to callers, records messages and allows the messages to be retrieved either from the desk phone or remotely.

In the simplest form, voicemail functions as an answering machine. However, it is much more sophisticated and provides many additional features.

Customer Benefits

State voicemail can simultaneously answer multiple calls and can take multiple messages, store incoming messages in personalized voicemail boxes associated with individual users' phone numbers, forward received messages to another user's voicemail box, while being able to add a personal message to the forwarded message, record/store messages for future delivery and request acknowledgement of receipt of sent messages.


Both parties will be clear about the message content with original intonations and inflections.  It is more efficient than a missed call or message taking.  Additionally, it allows for 24 hour availability, reduces unwanted interruptions, and messages may be forwarded on to others.

Customer Responsibilities

To request this service, please submit a Telecommunications Service Request via a Telesoft Work Order. The customer will also need to provide the billing account information.


Once the service has been established, the customer will need to record a voicemail greeting and a voicemail label for the box. They will also need to listen to and act on voicemail messages left by callers.  

ETS Responsibilities
ETS will provide information on the use of the voicemail system. ETS will manage incident response and resolution services via the Technology Support Center. The equipment and software necessary to provide voicemail services will also be maintained by ETS technical staff.

Service Level Objectives
The following criteria are the quality of service benchmarks established as the expected performance goals of this service.

Category  Evaluation Criteria   Target
Processing Voicemail requests will be completed within 15 business days maximum, from the time complete information is received.  15 business days
Incident Responsiveness Voicemail incidents are responded to the same day and no longer than 24 hours.  24 hours

Service Rates

Service      Cost  Unit
Enhanced Service - Voicemail  $1.20  Per voicemail box per month