Information Technology and Services

SU's new unified messaging system - CallXpress® - will be activated in early April, 2012. Starting then, calls to the SU voice mail access number (3-2527) will be directed to the new system. CallXpress includes a new feature called Simple Unified Messaging (Simple UM), which allows users to receive an email notification and a WAV file of each voice mail message.

The Telecommunications team is finalizing details. "As soon as the activation date is firm, and final technical issues are resolved we'll get the word out," said Ron Kurdziel, director of Telecommunications. "Support staff and Telecom's administrative contacts across campus will be notified first by email, followed closely by an email to Deans, Directors and Department heads, units using menu boxes, and users who share mailboxes ("generic" mailboxes)." 

"Next, messaging will appear in MySlice, a story will be published in SUToday, followed by emails to end users. These emails may be staggered to spread out the initializations and not overload the system, which can handle up to 48 simultaneous callers," Kurdziel said. 

Communications will direct employees to theTelecom website (telecom.syr.edu; now under construction) for instructions on setting up their new voice mailbox, quick reference cards, FAQs and other important information.

According to Kurdziel there are a few things about CallXpress that should be kept in mind:

• Voice mailbox extensions will be converted from 4-digits to 5-digits. Depending on the user's extension number, a "2" or "3" or will be added to the front of the existing voice mailbox numbers. (e.g., if the phone number is 443-1234 and the current voice mailbox is 1234, the new voice mailbox number will be 31234).
• Keypad navigation will change to enable full access to system features. Reference guides will be available on the Telecom website.
• Old voice mail messages cannot be converted to the new voice mail system but will be available on the old Octel voice mail system after activation of the new system (by calling 3-2578) until the end of the academic year this May, at which time Octel will be deactivated. Special arrangements to make copies of selected messages can be made by sending an email to voicemail@syr.edu.

Each employee will need to initialize their own mailbox before they can use the new system. This can be done at any time, preferably before the system is activated in early April. Once the new system is activated, any user who has not already done so will be required to initialize their mailbox the first time they dial into the system on 3-2527. 

Initialization will take only a few minutes. Users dial into the system, enter the introductory security code and follow a brief tutorial to set up and personalize their mailbox with a new security code, and record their name and a new greeting. After the mailbox is set up, the tutorial will continue with some shortcuts and tips for using the system.

Employees who have initialized their voice mailbox and who want Simple Unified Messaging (Simple UM, which generates an email notification and a WAV file of each voice mail message) will need to send an email request to Telecom at voicemail@syr.edu. The request must include the name, campus telephone number, and SU email address of the voice mailbox owner.

SU contracted with Newcastle Communications for the installation, ongoing maintenance and support of CallXpress. The system has been installed and configured on four Windows servers in the Green Data Center and Machinery Hall Data Center. The mailbox price charged to user departments for CallXpress will be the same as it is for Octel.

CallXpress will replace SU's "end-of-life" Octel Voice Mail system, which was installed in 1998. Avaya, Octel's manufacturer stopped making and selling the system more than five years ago, and stopped maintaining the system last July. There will be no future enhancements for the Octel system.

If you have questions about the conversion, or want more information, visit SU's Telecommunications department website at http://telecom.syr.edu. Or contact Telecom at 443-4730 or voicemail@syr.edu.