Voicemail: Set up and manage settings

• Postpaid customers can log in to their My T-Mobile account (refer to the steps below) to save voicemail messages to a computer or an email address.
• Prepaid Legacy customers (without an Android device with T-Mobile Visual Voicemail or iPhone with native iPhone Voicemail), can call their voicemail regularly to re-save the messages before they are deleted (refer to the steps below).
• Visual Voicemail COS is the default voicemail experience for customers:
  • Outside of the visual voicemail application, voicemail messages are automatically deleted after a specific period of time (played and not played messages).
  • This delete timeline is dependent on the type of voicemail on the account. There are no notifications for expiring messages.
  • Customers must manually save messages and then re-save it every 14-30 (based on VM type) days or use a permanent save option to prevent deletion.

Some devices automatically save voicemail messages to the device while others may delete after the standard time frame. Once messages are deleted and are no longer on our voicemail server, they cannot be recovered.

• All voicemails (even voicemail older than the server retention time) are automatically stored on the device inside the Visual Voicemail client.
• Messages are stored on the device for as long as there is enough memory unless customers perform one of the actions that might delete voicemails.

• If customers activate the native iPhone Voicemail service found in the dialer, all voicemails (even voicemail older than the server retention time) are automatically stored on the device.
• Messages are stored on the device for as long as there is enough memory unless customers perform one of the actions that might delete voicemail.

The following scenarios may delete all voicemails on the device and the T-Mobile network. If customers have important voicemails, instruct them to save messages before performing one of the following actions:

• BAN to BAN move
• Cancelation
• Change of Responsibility
• Changing to a new device
• Customer deletes messages.
• Deleting data of the Visual Voicemail client on Android devices
• Master Reset of the device
• Mobile number change or Port request
• Performing a Restore of an older backup that does not contain recent voicemails
• Resend to switch
• Some rate plan or SOC changes
• Switching from prepaid to postpaid (or postpaid to prepaid
• Switching from MVNO to TMO (or TMO to MVNO)
• Uninstalling the Visual Voicemail client or updates on Android Devices

1. Call voicemail using any of the available options.
2. Press the Star * key to access the main menu.
3. Press 1 to listen to a message.
4. Press 9 after the message finishing playing to save the message. If you hang up without pressing any commands, the message will be marked as saved.
5. Understand that messages are saved for 30 days before automatic deletion.
   • This process may be repeated multiple times to extend the deletion timeframe back to 30 days.
   • Saved messages are marked for auto deletion on day 25.
   • Customers will hear "You have (# of vm) voicemail message(s) which is due to automatic deletion. The message must be re-saved to prevent automatic deletion. Saved message(s) due to automatic deletion." when they call their voicemail.

1. From the VVM application Long press on a message.
2. Tap copy to, then select a name for the file and location to save the message.

• T-Mobile does not back up voicemail messages. Once deleted, messages cannot be recovered.
• Customers can use My T-Mobile to access voicemail (regardless of COS) and download an MP3 file or email messages to permanently save them.This is a free service to all My T-Mobile users, but customers must first set up a My T-Mobile account before using this option.
• Customers who delete a voicemail while calling their voicemail must recover the voicemail before they hang up.
  
  • This can be done by listening to all of the messages in the inbox.
    
  • If the message is marked for deletion, the menu will indicate this after listening to the message and the customer will need to press 9 to recover.
  • If they hang up before hitting 9, the voicemail cannot be recovered.
• Customers who delete a desired voicemail from their Visual Voicemail app on their device can dial into the voicemail by dialing '123' to check if the message is recoverable.
  • If they find it on the server, they can then use the save voicemail steps outlined below to recover it.
  • Any available voicemail messages can be found by calling into the voicemail system or saved in the VVM app on the phone.
• Voicemail System (calling in to VM) will likely not show the same messages as the VVM app as messages downloaded to VVM will be removed from the Voicemail system per retention times.
• If messages are not found in either of these locations, then they have been deleted and are not recoverable.
• Employees should never remove a voicemail inbox without backing up messages since that causes all messages to be deleted.

Choose one of these methods:

• Press and hold the 1 key for about one second.
• Call 123.
• Call 1-805-MESSAGE (1-805-637-7243.
• Call your own mobile number.
• Access the phone icon/app and tap the voicemail option.

1. Call your own mobile number.
2. Wait for the call to be sent to voicemail.
3. Press the Star * key to interrupt the current greeting.
4. At the prompt, enter the password.

Voicemail shortcuts such as holding the 1 key or dialing 123 may not work while roaming. Customers who have an international roaming feature and an active data connection can use Visual Voicemail.

1. When using a landline or while roaming, call the mobile number the customer wants to retrieve voicemail from.
2. Interrupt voicemail greeting by pressing the Star * key.
3. When prompted, enter the voicemail password (one selected during setup).
4. To reset voicemail password:
   • Dial #PWD# (#793#) if in US.
   • Dial +1-505-998-3793 if outside US.
   • Customer may receive an SMS with their PIN.
5. Follow menu prompts to check voicemail messages.
6. Advise customers of the following:
   • When calling voicemail center, landline long distance fees may apply and these won't be credited by T-Mobile.
   • When calling mobile number:
     • Turn off the device before calling the mobile number from a landline.
     • It may take up to an hour for the foreign carrier's network to drop the customer’s registration.
     • Call delivery charges may apply if the device is turned on and/or registered on the roaming carrier's network.
7. Understand the expected behaviors while customers are roaming:
   • Domestic roaming: Some customers can't use 1-805-MESSAGE when calling from a landline while in the same area code as the mobile number they are checking messages for.
   • International roaming:
     • While internationally roaming, customers must dial the International Direct Dialing (IDD) prefix for the country they are roaming in before dialing the mobile number.
     • Explain applicable landline long distance fees may apply and won't be credited by T-Mobile.

Instruct customers to follow these steps if they get an error message when they dial 1-805-637-7243 (1-805-MESSAGE) from a landline or while roaming:

1. Perform one of the following: 
   • Dial your own number from a landline but DO NOT answer the call. 
   • Dial 1-805-637-7249 (1-805-MESSAG9), then enter your 10-digit number. 
2. While the voicemail greeting is playing, press the star * key and enter the password.

• # - Skip/Next message
• 1 - Replay message
• 2 - Forward message (Only available if sending to another T-Mobile number)
• 3 - Send reply
• 4 - Print fax
• 5 - Date/Time info
• 7 - Delete message (Press 1 to Undelete the message)
• 8 - Return call
• 9 - Save message

• # - Group list
• 1 - Send
• 2 - Review message
• 3 - Delete & rerecord
• 4 - Delivery options

• 1 - Play greeting
• 2 - Record greeting
• 3 - Greeting group
• 4 - Record name as greeting
• 5 - Phone number as greeting

• 1 - Group lists (allows you to forward a voicemail to multiple numbers without having to enter all the numbers each time)
  • 2 - Create
  • 3 - Delete list
  • 4 - Edit list
    • 1 - Add new number
    • 2 - Review list members
    • 3 - Listen to list name
    • 4 - Remain list
• 3 - Playback options
  • 1 - Message order - toggle between First in First Out (oldest first) or Last in First Out order (newest first)
  • 2 - Auto play (On / Off)
  • 3 - Message header (On / Off) - message header provides date and time details for each message and doesn't include the caller's phone number.
  • 4 - Link listen
• 4 - Fax options
  • 1 - Add a Fax forward number
• 6 - Standard/Short prompts
• 7 - Change language to Spanish or English

By default, you aren't asked for your password or PIN when checking your voicemail from your device. If you have your outgoing caller ID blocked, you're required to enter your password when you call your voicemail from your device. This is because the voicemail system doesn't recognize your mobile number when it's blocked. T-Mobile recommends that you turn on your voicemail password for added security.

• 1 - Change password
• 2 - Enable/Disable password

• 1 - Rewind
• 2 - Pause
• 3 3 - Fast forward message
• 4 4 - Slow down message
• 6 6 - Speed up message
• Number (#) - Skip message

Get lost in the message menu? Need some help, try these key commands.

• 0 - Help
• * * - Main menu
• * - Cancel/Back up

A voicemail message may become 'stuck' in the system. If customers hear the message even after they have pressed 7 to delete the message, have them complete the following steps:

1. Instruct the customer to call their voicemail.
2. Save the message marked for deletion.
3. Hang up and redial voicemail.
4. Select Delete after listening to the message.

1. Dial 123 and press Send.
2. If prompted for a password the first time you access your new voicemail account, use the last four digits of your mobile number.
3. Follow the tutorial to set up your voicemail password and greeting.

1. Dial 123.
2. Press Send.
3. Press the Star * key to access the main menu.
4. Press 5 to access the Password Security menu.
   • Change password: Press 1 and then follow the prompts to finish changing your password.
   • Turn On / Off Voicemail Password: Press 2 to toggle the voicemail password between enabled and disabled.

Customers may also use the option to visit page USSD codes and self-service codes to reset their voicemail password.

1. Press and hold the 1 key from the device associated with the voicemail on your plan or use the Visual Voicemail app  to connect to your voicemail.
2. During the first time setup, you may need to enter a password. The default is the last four digits of your phone number.
3. After using the default password, create a new password.
   • Passwords can be any 4 to 7 digit code.
   • A good password is one that’s easy for you to remember, but hard for others to guess.
4. When prompted, record your greeting and name. Your voicemail is now ready to use.

To verify if the customer has the correct voicemail feature and how the features work:

1. Before making changes, perform a visual audit in Samson or Atlas.
2. View the customer's profile in Atlas.
   1. Look up MSISDN.
   2. Verify the account.
   3. Go to Troubleshooting in the magenta tool bar, click troubleshooting.
   4. Click Tech Tools.
   5. Click OTA. (OTA is not available at this time. Refer customer to self-service until this is fixed.)

• The SMS will be sent whenever the user changes the PIN on their own in VVM App or by dialing into the mailbox.
• It will also be sent whenever an expert does a reset from a frontline tool.
• Moving forward, the password will be reset to a randomized 8-digit number and sent via the SMS notification.
• The expert will not have access to the PIN.
• Account creation will default to last 4 digits.

Customers may have had their voicemail suspended. If there is a memo on the customer's account directing you to this document, follow the steps above to unsuspend the voicemail and educate the customer on how to set a voicemail password that is not the default one.

12 days plus provisioning for devices not powered on

• Devices not powered on within 12 days of provisioning will have a high chance of failure to display the MSISDN in device settings.
• The devices will have signal (LTE) and data will work, however, the Cellular Data Number (CDN) will be missing or show as UNKNOWN in the device settings.
• The CDN may not be needed, it is dependent on the Mobile Device Manager (MDM).
• Some MDMs will check in with the device and require the CDN to show up as the last step for quality control.

iPhone

1. Open the phone app.
2. Go to voicemail.
3. Select the voicemail you want to save.
4. Tap the share icon (a square button with an arrow pointing up to the right of the voicemail number at the top of your iPhone).
5. Choose Save to your files.
6. Select a location to save the file. Note: Customers can also send these voicemails via email, messages, AirDrop, iCloud, Notes, after tapping the share icon.

Android

1. Open the voicemail app or go to voice mail on your phone.
2. Hold down the message you would like to save.
3. Select the location where you would like to save the message. Note: If users experience issues with the steps, download the T-Mobile Visual Voicemail app and repeat the steps.

Other devices

1. Tap the voicemail you would like to save.
2. Place the voicemail on speaker and play the message.
3. Record the voicemail from another device.
4. Send the recording back to the original device.