1. Now Everyone Gets The Message 2. MessageBank Standard Set Up 3. Using MessageBank
4. Options 5. Pricing 6. Billing
7. Troubleshooting 8. Helpful Hints 9. Tips
10. More Information
Mobile
MessageBank Standard
User Guide
Now Everyone Gets The Message
MessageBank Standard brings some extremely useful features and functions to your MessageBank options.
You see, Mobile MessageBank Stand ard now not only allows you to receive messages, but it also allows you to send new or existing messages from your mailbox to multiple recipients including Telstra MessageBank services, as well as non-Telstra Mobile numbers and fixed phone numbers - all at once.
Mobile MessageBank Standard works just like email but for voice messages, making it a good deal easier to communicate with any group, sales or service team.
The MessageBank functions
Who can you send messages to with MessageBank Standard ? You can send or forward any single message to:
l one person - to any Telstra MessageBank service, non-Telstra Mobile number or to a fixed phone number, by keying in that person's phone number.
l a number of people by keying in each person's number individually.
l specific groups of people , such as a management or sales team - by using Group Lists.
Of course, if the people receiving your messages have a MessageBank S tandard service as well, then they can also send your message directly on to the MessageBank service of one or more other people.
Special features
Make the most of these options. MessageBank Standard comes with access to Call Back, Personal Receptionist, Special Delivery, Messaging, Group Lists & Reminder Service.
l Call Back allows you to call back the person who left you a message at the press of a button.
l Personal Receptionist gives your callers the option of leaving a message or going through to a receptionist.
l Special Delivery allows you to request MessageBank to call you at a specified number when you receive a message.
l Messaging and Groups Lists allows you to reply to messages or to record and send voice messages to individuals or to groups of people.
l Reminder Service allows you to record your own reminder message and have that message sent to you at a specified time.
The importance of name announcements
MessageBank Standard allows you to send messages between any Mobile MessageBank mailboxes as well as to non-Telstra Mobile numbers and fixed phone numbers.
When you send a message to a Mobile MessageBank mailbox - or create an entry in a Group List that includes a Mobile MessageBank mailbox - you'll hear the owner's mailbox name announcement once you have entered the recipient's address by entering their Telstra Mobile number. This is a helpful way to confirm you have keyed in the right number.
Similarly when entering phone numbers without Mobile MessageBank, you will be asked to record the name of the person who the message is for so it can be played to them when they answer the call.
This is a very good reason for making sure you've set up your MessageBank service properly. If you're not sure, or you want to learn how to record your Name Announcement, visit the Name
announcement section below.
Messages and Storage
MessageBank Standard automatically stores all new messages received in your mailbox for fourteen days. Once played, messages are automatically stored for another seven days, unless you delete them.
Sixty messages each of up to five minutes in length can be stored at any one time.
It's a good idea to delete messages after you've listened to them to ensure you have room for new messages.
Voice prompts and user guide
Using MessageBank Standard is easy. Once you access your MessageBank service you'll be guided through its capabilities by a series of recorded voice prompts.
Any time you need additional information contact Telstra Mobile Customer Service on 125 111.
MessageBank Standard Set Up
Getting MessageBank Standard ready
If you already have a MessageBank service, your MessageBank mailbox should be set up with your PIN, personal greeting and name recording.
If you are a new MessageBank user, you will need to:
Activating Your Mailbox By Setting Your Call Forwarding
Most services already have the MessageBank service pre-set.
This means you don't have to go through the steps outlined in this section related to Call Forwarding. Instead you can skip straight on to ' Accessing Your Mailbox for the first time.'
1. Activate call forwarding from your mobile phone to MessageBank. (Call forwarding on your mobile phone is usually set automatically by Telstra Mobile on connection)
2. Access your MessageBank mailbox
3. Set your MessageBank mailbox's PIN (Personal Identification Number) code 4. Record your personal greeting and name announcement.
5. In addition, once your mailbox is setup, you can also: Change your AutoPlay status - this determines whether your messages play one after another as soon as you access your MessageBank account
6. Set your Personal Receptionist number and schedule 7. Create and manage Group Lists
In order to determine if your phone has MessageBank already activated, simply dial the following number and listen:
If you do not connect to the MessageBank voice, you will need to follow the appropriate steps to activate your service.
The first step in setting up your MessageBank service involves telling MessageBank when you want it to answer your calls. This is actually a Mobile network function named Call Forwarding, which means that calls coming to your mobile phone are forwarded on to your MessageBank Standard service.
Call forwarding can be programmed into your phone by our Telstra Mobile Customer Service centre, when you set up your Mobile account, or you can request it later.
The MessageBank Access code Send or OK or Yes
Set Up - digital GSM
Activating Call Forwarding to MessageBank
Below are code sequences for the four Call Forwarding options. You will need to key these into your phone to forward calls to MessageBank.
l Phone Off/Out of Range.
l Phone Unanswered.
l Phone Busy.
l All Calls.
We recommend you set call forwarding on Phone Off/Out of Range, Phone Unanswered, and Phone Busy.
(You can also cancel Call Forwarding on MessageBank at anytime by following similar steps - see below.)
Phone Off/Out of Range
Phone Off/Out of Range will forward your callers to MessageBank when the network can't contact your phone. This could be because you're out of a coverage area, your battery is flat or you simply haven't turned on your mobile.
Phone Unanswered
Phone Unanswered will forward your callers to MessageBank when you don't answer the mobile phone. So if you can't get to the phone, or don't answer after 15 seconds, your callers will be forwarded to your MessageBank service.
Press
then Phone Off/Out of Range code and then MessageBank Access code
(the number you are diverting calls to) and then Send or OK or Yes
Press
then Phone Unanswered code and then MessageBank Access code
(the number you are diverting calls to) and then Send or OK or Yes
Phone Busy
The Phone Busy option will forward your callers to MessageBank when you are already on another call.
All Calls
The other Call Forwarding option is All Calls. This will immediately forward all your calls to MessageBank.
Note: These are network codes for call forwarding and will work for any GSM mobile phones connected to Telstra Mobile. Your mobile phone may have an alternative method for setting diversion, however we recommend that you use the above codes.
Press
then Phone Busy code and then MessageBank Access code
(the number you are diverting calls to) and then Send or OK or Yes
Press
then All Calls code and then MessageBank Access code
(the number you are diverting calls to) and then Send or OK or Yes
Cancelling Call Forwarding to MessageBank
Of course there may come a time when, for whatever reason, you want to cancel a call forwarding option to your MessageBank. Cancelling a Call Forwarding option is similar to activating it.
l Phone Off/Out of Range.
l Phone Unanswered.
l Phone Busy.
l All Calls.
Phone Off/Out of Range
Phone Unanswered
Phone Busy
All Calls
Press
then Phone Off/Out of Range code and then Send or OK or Yes
Press
then Phone Unanswered code and then Send or OK or Yes
Press
then Phone Busy code and then Send or OK or Yes
Press
then All Calls code and then Send or OK or Yes
Set Up - digital CDMA
Activating Call Forwarding to MessageBank
Below are code sequences for the four Call Forwarding options. You will need to be key these into your phone to forward calls to MessageBank.
l Ring, No Answer.
l No Answer/Busy.
l Busy.
l All Calls.
We recommend you set call forwarding on No Answer/Busy.
(You can also cancel Call Forwarding on MessageBank at anytime by following similar steps - see below.)
Ring, No Answer
Ring, No Answer will forward your callers to MessageBank when you don't answer the phone. So if you can't get to the phone, or don't answer after 15 seconds, your callers will be forwarded to your MessageBank service.
Busy
The Busy option will forward your callers to MessageBank when you are already on another call.
Press
then Ring, No Answer code and then the MessageBank Access code
(the number you are diverting calls to) and then Send or OK or Yes
Press
then Busy code and then the MessageBank Access code
(the number you are diverting calls to) and then Send or OK or Yes
Off / Out of Range
Off / Out of Range will forward your callers to MessageBank when your phone is, out of range or switched off.
All Calls
The other Call Forwarding option available is All Calls which will immediately forward all your calls to MessageBank.
Note: These are network codes for call forwarding and will work for CDMA mobile phones connected to Telstra Mobile. Your mobile phone may have an alternative method for setting diversion,
however, we recommend that you use the above codes.
Press
then Off / Out of Range code and then the MessageBank Access code
(the number you are diverting calls to) and then Send or OK or Yes
Press
then All Calls code and then the MessageBank Access code
(the number you are diverting calls to) and then Send or OK or Yes
Cancelling Call Forwarding to MessageBank
Of course there may come a time when for whatever reason you want to cancel a call forwarding option to your MessageBank. Cancelling a Call Forwarding action is similar to activating it.
l Ring, No Answer.
l No Answer/Busy.
l Busy.
l All Calls.
Ring, No Answer
Busy
Off / Out of Range
All Calls
Press
then Ring, No Answer code and then Send or OK or Yes
Press
then Busy code and then Send or OK or Yes
Press
then Off / Out of Range code and then Send or OK or Yes
Press
then All Calls code and then Send or OK or Yes
Accessing your Mailbox for the first time
To access your MessageBank for the first time, simply dial the following number :
MessageBank will automatically recognise your mobile phone and allow you access to your MessageBank Standard mailbox.
You'll then be taken through a Mailbox set-up tutorial.
From then on, simply dialling 101 will allow you to access your mailbox.
The MessageBank beginner's tutorial
The first time you access MessageBank, a beginner's tutorial will take you through exactly what you need to do to set up the following essential MessageBank features:
l your PIN (Personal Identification Number) - your access code needed to help protect the privacy of your mailbox.
l your personal greeting - this is the greeting callers will hear when their call is answered.
l your name announcement - used to help identify your mailbox.
Setting your PIN
Your PIN is an important security device - it is the access code needed to help protect the privacy of your mailbox. Your PIN can be between four and six digits. You will only need to enter your PIN when you call your MessageBank service from a phone other than your own mobile.
Because your new MessageBank service will have a default PIN number set, you may want to
change it straight away for security. The first time you call your MessageBank, you will be prompted to do so.
At any other time, to change your PIN dial your MessageBank service and at the Main Menu:
You can change your PIN anytime you like by dialling MessageBank and following the same procedure.
Recording your personal greeting
Your personal greeting is what callers will hear when their call has been forwarded to your MessageBank mailbox.
The MessageBank Access code Send or OK or Yes
Press for mailbox set-up
Press for PIN. Enter your new 4 - 6 digit PIN Press
Your personal greeting could be something like:
"Hello this is <your name>. I can't take your call right now, but please leave me your name, number and message after the tone. and I will get back to you as soon as I can. Thank you."
The first time you call your MessageBank, you will be prompted to record your personal greeting. At any other time, the procedure to re-record your personal greeting is quite simple. Dial your
MessageBank service and at the main menu:
Tips for recording your personal greeting
Here are some tips to help with recording your personal greeting:
l try to record your personal greeting in a quiet environment, free from distractions and background noise.
l write down your greeting and read it aloud several times before you record it.
l speak slowly and clearly, holding the phone steady.
l if you are going to include phone numbers, saying them twice will give the caller a chance to write them down.
l don't make your message too long.
l you don't need to ask the caller to tell you what time they called because MessageBank includes the time and date at the beginning of every message.
Recording your name announcement
Your recorded name is used to identify your mailbox in certain cases where your greeting cannot be used. The first time you call your MessageBank, you will be prompted to record your name
announcement. At any other time, the procedure for recording your name announcement is almost the same as that for recording your personal greeting except it's a lot shorter. Dial your
MessageBank service and at the main menu:
Press for mailbox set-up
Press for personal greeting. Your current greeting will play
Press to re-record. Follow the voice prompts to record your greeting Press to end
then
Press to keep the greeting if you are happy with it and you will be returned to the Main Menu
or
Press to re-record if you wish
Press for mailbox set-up Press for recorded name
Press to re-record. Follow the voice prompts to record your name announcement Press to end
then
Press to keep if you are happy with your name recording and you will be returned to the Main Menu
or
Your AutoPlay status
Each new MessageBank services has its AutoPlay status set to on.
So once you have dialled 101 your messages will automatically play. With AutoPlay on, your mailbox now bypasses the Main Menu and your messages are played automatically.
To check or change your AutoPlay status
If you have turned AutoPlay off, when you next access your service you will need to press 1 to listen to messages, and press 6 to move to the next message once the message has been played.
Hint - If you want to play your messages one after the other without any prompt interruptions in between messages (ie. the "press 1 to replay, press 5 to delete, etc."), then dial 101 and press 9 straight away, then press 11.
Press to re-record it
Press for Main Menu (pressing this key will take you back to the Main Menu at any time while you are accessing MessageBank)
Press for mailbox set-up Press for your AutoPlay Status
You will hear a recorded voice announcement identifying your mailbox's AutoPlay status, which, by default, is on:
"AutoPlay is currently on. Messages will be played one after the other as soon as you reach your mailbox"
then
Press to turn off or
Press to leave on
Once again, you will hear a recorded voice announcement identifying your mailbox's AutoPlay status
Setting up the Personal Receptionist feature
When your callers reach MessageBank they are given the option to either go through to a receptionist OR leave a voice message.
If they choose to go to a receptionist they will be put through to a number specified by you, for example a fixed or mobile phone number, or Mobile Memo service.
There are 3 key things you need to do to set up the Personal Receptionist feature:
l decide where the calls will go
l decide when the calls will go there
l change your personal greeting to tell callers to press 0 to speak to your Personal Receptionist
First Time User
Set the number you want to divert to:
Once your number is activated you need to set a time schedule for it.
Define your schedule (set time):
Call MessageBank Press for mailbox set-up Press for other mailbox options Press for Personal Receptionist
Press to set a Personal Receptionist
Message: " Please enter the number for your Personal Receptionist." This can be a mobile or fixed number, or 102 if you use Telstra Memo and want to integrate the two products. Don't forget to enter the area code
then
Press if you need to change this number or
Press to keep it
Press to have this Personal Receptionist available to callers all of the time Message: "Your Personal Receptionist is set up and ready for use"
Press to schedule those times when your Personal Receptionist is available then
Press for Monday through Friday Press for all seven days of the week Press to specify individual days
Change your greeting
Finally, you will need to change you personal greeting to include a special instruction for your callers so that they will be diverted to your Personal Receptionist, for example:
"Hello this is <your name>. I can't take your call right now, so leave me a message after the tone or press 'zero' to speak to my receptionist. Thank you."
To see how to change your personal greeting, look at the instructions for re-recording.
Turn Personal Receptionist feature on/off
Please enter the days of the week when your Personal Receptionist is available. For example, enter 1, 2, and 7 for Monday, Tuesday and Sunday
Message: "You have entered <list days / Monday through Friday / seven days of the week>"
then
Press to change this schedule Press to keep it
For the days selected, please enter the time of day to begin using the Personal Receptionist (either 00:00 or 0:00)
then
Press for AM Press for PM then
Press to change it Press to keep it
Please enter the time of day to stop using the Personal Receptionist then
Press for AM Press for PM then
Press to change it Press to keep it
Message: "Your Personal Receptionist is set up and ready for use"
At all times to cancel or exit, press
From Main Menu press for mailbox set-up Press for other mailbox options
Press for Personal Receptionist
Press to turn on/off the Personal Receptionist feature Press for help
If currently turned on - it will be turned off
To change Number/Schedule
Message: "Your Personal Receptionist feature is turned off". If callers press 0 , they will hear "Personal Receptionist is not available"
Press to go back to the Main Menu If currently turned off - it will be turned on
Message: "Your Personal Receptionist number is <number> and is used from <start time> to
<end time> <days / everyday / all days>"
Press to change this Personal Receptionist number and schedule then
Press to change the Personal Receptionist number Press to change the time
Press to change both OR
Press to keep it
Message: "Your Personal Receptionist is set up and ready for use"
OR
Press to delete your Personal Receptionist
Message: "You're about to delete your Personal Receptionist"
then
Press to delete your Personal Receptionist
Message: "A Personal Receptionist is no longer defined for your number"
Press to keep it
Message: "Your Personal Receptionist is set up and ready for use"
At all times to cancel or exit, press
Messaging & Group Lists
Messaging and Group Lists are lists allow you to reply to messages or to record and send voice messages to individuals or to groups of people. Group Lists are lists of mobile phone numbers and fixed phone numbers that you can send voice messages to. You can send messages to both Telstra Mobile phones as well as non-Telstra Mobile phone numbers.
You can add and remove numbers to a list as often as you please.
MessageBank Standard can store a maximum of 20 Group Lists, with up to 50 people in each group.
Group Lists make it easy to send messages to specific groups of people because, rather than dialling each person's mobile number individually each time you send a message, you simply select the appropriate Group List number. So your message is sent to everyone in the group at the touch of a button.
You can send a message to as many of your Group Lists as you need to, at any one time.
Creating a Group List
Here are the steps you need to take to create a Group List:
TIP: Creating or changing Group Lists is often more convenient using a fixed touchtone phone because you can see and input numbers more easily.
Access MessageBank by dialling and At the Main Menu press for mailbox set-up Press for other mailbox options
Press for Group Lists Press to create a Group List
You then need to select a 1-3 digit number for that list, such as Group '100' then
Record a name that makes the group easy to identify, such as 'Sales Team'. When you have finished recording the group name, press
Finally, follow the voice prompts to enter the mobile phone numbers of each person you want to be in the Group. When you have finished press
Managing and Changing Your Group Lists
You can change the details of your Group Lists whenever you like. To do this you need to go to the Group List Menu:
Special Delivery
Special Delivery allows you to request MessageBank to call you at a specified number when you receive a message.
At the Main Menu press for mailbox set-up Press for other mailbox options
Press for Group Lists
Press to review your Group Lists - you'll hear: The group numbers and names you have recorded for each Group List.
You will then be asked to enter the group number you wish to review and will then hear the mobile numbers and their corresponding Name Announcement (recorded by the MessageBank mailbox's owner) for each member of the group.
Once this is finished press to make a change to a Group List you wish to manage and then:
Press to add members to a Group List Press to delete members from a Group List Press to delete a Group List
Press to create a Group List
Access MessageBank by dialling and At the Main Menu press for mailbox set-up Press for other mailbox options
Press for Special Delivery (in the menu it's called Message Forwarding) Press to set a Message Forwarding/Special Delivery number.
Enter the phone number that MessageBank should call when you receive a message.
Make sure you include the area code if applicable.
then
Press if you need to change this number.
OR Press to keep it.
You will then need to press to ensure the number is saved.
Using MessageBank
StandardListening to messages and using Call Back
Once a message has played you have the option to return the call using the Call Back function by pressing 2, 2. After the call has finished you are returned to where you left off in MessageBank.
How to send messages
You can use MessageBank Standard to send:
l a new message you record yourself
l an existing message in your mailbox which you wish to forward, along with an introduction which you record
l or reply to a message you have received
MessageBank Standard will automatically look for a MessageBank service to which to send your message. If it cannot find one - ie. it is a non-Mobile phone, MessageBank Standard will use telephone delivery to send the message ie. - it makes a call to the number and plays the message.
Sending a new message
At the Main Menu press to send
At this point you will be asked to enter the mobile phone number or Group List number to send the message to (you will hear the recipient's name announcement or the Group List Name you have previously recorded)
Once you have selected all your recipients, press when you are ready to record Record your message
When you have finished recording press . You then have several choices:
Press to change the message Press to send the message Press to review the message
Before you send your message, you can also select a delivery option by pressing 5.
Delivery options
The following delivery options are available for every message you send:
l Urgent - the message will be played to the person receiving it before any other messages
l Reply Requested - lets you know the recipient has received and listened to your message
l Confidential - the message can't be forwarded by the person receiving it
l Future Delivery - you can schedule a time and day for delivery at some time in the future (up to twelve months ahead)
Forwarding a copy of an existing message
Access your mailbox. Messages will start playing automatically if AutoPlay is on. If you don't have AutoPlay on, press to listen to the message. After each message is played, you'll be offered a range of reply options.
Press to send a copy
Once again, follow the voice prompts to enter the Group List number(s) or mobile phone number(s) where you wish to send the copy of the message
Once you have selected all your recipients, press when you are ready to record your introduction
Record your introduction
When you've completed your introduction, press to finish recording your message The same options when you record a new message are available to you after you have recorded the introduction - so you may review and/or change the introduction if you want to (please note that you cannot review or change an existing message from your mailbox)
Then - if you choose - you can pick your delivery option Press to send the message
Replying to a Group Messaging message
You can reply directly to the sender of a Group Messaging message that is in your mailbox.
Receiving messages via telephone delivery
The mailbox makes a phone call to the number without the MessageBank service. Once the phone rings and is picked up the following announcement takes place:
"Hello, this is Telstra MessageBank. 'Sender name' has a message for 'recipient name or number'. To listen to your message press 1. To reject this message press 2 or simply hang up."
If the phone number is attached to another call answering device eg. fixed MessageBank or answering machine, the message will not be left on the answering device.
If the phone is unanswered, MessageBank Standard will retry 3 times to ensure the person gets the message.
If between 9pm and 8am no retries are attempted.
Setting a Reminder
When setting a reminder you have the option to set either:
l a one time reminder, or
l a recurring reminder
After listening to the message, press to reply Record your reply and when finished, press Choose - if you wish - a delivery option Press to send
Dial
From the Main Menu press for Reminders Press to create a reminder
then
Set type of reminder - you can send a one time or recurring (daily) reminder Press to have the new
reminder delivered daily (recurring)
then
Press for delivery Monday through Friday
Press for delivery seven days a week
Please enter the time of delivery (either 00:00 or 0:00)
Press for AM or press for
or Press to have the reminder delivered once (one time reminder) then
Press for delivery within the next twenty-four hours (or enter the date) then
Please enter the time of delivery (either 00:00 or 0:00)
Press for AM or press for PM
Recording a Reminder
Review/Delete Reminder
You can review or delete the one time or recurring (daily) reminder that you have previously set.
Receiving a Reminder
You will receive a phone call. After answering you will hear the message:
"This is your Telstra MessageBank with a reminder for <name / number>"
PM
Message: "You have entered <time>, <am/pm> <Monday through Friday / Seven days a week>"
then
Press to change it Press to keep it
Please record your reminder after the tone Press when you have finished recording Press to cancel this reminder
Play reminder
Press to re-record reminder Press to keep it
Reminder is set - return to MessageBank
Dial
From the Main Menu press for Reminders Press to review or delete a reminder then Press to review or delete a daily reminder or
Press to review or delete a one-time reminder then
Message: "Daily reminder for <time>"
then
Press to play this reminder again Press to skip to the next reminder Press to delete reminder
At all times to exit reminders press
Press to play this reminder
To deliver the reminder to your mailbox, hang up Message: "Play reminder"
Press to replay the message Press to keep the message Press to delete the message
Where it's a one time reminder press to schedule a new delivery time for this message then
Press for delivery within the next twenty-four hours Please enter the time of delivery (either 00:00 or 0:00) Press for AM or press for PM
Message: "You have entered <time>, <am/pm>"
then
Press to change it Press to keep it or
For delivery in the future, enter a number from 1 to 12 for the month Please enter the day of delivery
Press to change it Press to keep it then
Please enter the time of delivery (either 00:00 or 0:00) Press for AM or press for PM
Message: "You have entered <time>, <am/pm>"
then
Press to change it Press to keep it
Key Features
MessageBank has a range of services to suit different messaging needs. The key features of t he MessageBank service are:
There is also MessageBank Fax - a MessageBank service for anyone who needs to get their faxes on the go.
In addition, MessageBank Combined allows you to share one MessageBank service on both your fixed and mobile phones, and while MessageBank Combined Plus allows you to have one
MessageBank service on your fixed phone that can be used by more than one person and have the messages forwarded to your Mobile MessageBank service.
MessageBank Standard Maximum length of calls 5 min
Maximum number of
messages 60
Message storage time
Played 14 days Stored/Kept 7 days Features available Call Back, Personal
Receptionist, Reminders, Messaging & Group Lists,
Special Delivery.
Fax Mailbox
Maximum number of faxes 20 (with a total of 50 pages)
Message storage time New 14 days
Kept 7 days
Pricing
Customers are not required to pay a monthly access fee to have MessageBank Standard available from their service, however retrieval and diversion charges apply.
Here are the current charges for MessageBank Standard:
Reminders and messages sent to telephone numbers without Mobile mailboxes (ie. telephone delivery) will be charged at applicable minimum monthly spend rates.
Billing
Calls that are diverted to your MessageBank Standard mailbox are all itemised under the Call Forwarding section of your bill.
Messages you send to 101 to access and action your messages are all itemised under the Mobile MessageBank section of your bill.
Messages you send to phone numbers without Mobile mailboxes appear under the National Direct Dialled (NDD) section of your bill.
Calls made using Call Back, Reminders or Personal Receptionist appear in the National Direct Dialled (NDD) section of your bill. These calls can easily be identified because they have 'MessageBank' in the origin field of the section.
Monthly Access Fee $0
Message Retrieval 14 cents per 30 seconds Call Forwarding 6 cents per 30 seconds*
* Telstra Pre-paid Plus customers will pay 5.5 cents per 30secs up until the 18/7/05 and 6 cents per 30 secs from the 19/07/05
Troubleshooting
As a MessageBank user you may encounter one of the difficulties listed below. For each one we've provided a likely solution. If these are not effective or you have any other queries or problems please don't hesitate to contact Telstra Mobile Customer Service on 125 111. We'll be only too pleased to help.
Problem 1.
I can't get past my first message - I get half way through listening to it and it goes back to the beginning again.
The likely cause: the MessageBank is misinterpreting "noise" in the recording as a command and thinks that the button has been pressed to rewind the message.
Solution: Take control of your MessageBank before it misinterprets the noise, and press the 3 button just before the point in the message where it
always rewinds. This will fast- forward the message 8 seconds (moving you over the problem spot) and you should then be able to listen to the rest of the message .
Problem 2. When I dial into my MessageBank and it tells me to press the hash button, I do this and nothing happens.
The likely cause: The DTMF (Dual Tone Multi Frequency or touch tone ) dialling on the phone is switched off. For MessageBank to be able to recognise the key press commands, a phone has to have the DTMF dialling switched on.
Solution: instructions on how to switch DTMF on/off can be found in your phone manual. Note: this problem also occurs when using a fixed phone, that doesn't have tone dialling. To access the
MessageBank a phone with tone dialling is necessary.
Problem 3. My phone won't accept the call forwarding codes. When I try to set call forwarding to MessageBank, I dial * * but I get a + symbol appearing instead of the asterisks and it won't accept the call forwarding codes.
The likely cause: some phones have a feature that causes the international dialling code (the plus symbol) to appear when you press the button twice quickly.
Solution: press the button, wait for a couple of seconds then press the button again, then enter the rest of the call forwarding code.
Note: this problem is only likely to occur when you are entering the network codes for call
forwarding. Alternatively, with many phones the menu system can be used to set call forwarding.
Problem 4. I've got a message on my MessageBank that just goes on and on - it's just silence/background noise.
The likely cause: someone has re-dialled or speed-dialled your mobile number without realising it and been forwarded to your MessageBank. With mobile phones this can quite easily happen and will result in MessageBank recording whatever is happening in the background (e.g. driving noises,
voices in the background, etc.) for the maximum duration of a message (five minutes).
Solution: access the message and press 5 to delete and go to the next message. And to make sure you don't inadvertently do the same thing, consult your phone's manual to find out if your mobile has a key lock function that will stop accidental dialling.
Helpful hints
Shortcuts
Here are some handy shortcuts for MessageBank users:
Standard key functions
These keys can be used at any time when you are using your MessageBank service. They're called standard key functions because the functions of these keys or key combinations never change, regardless of what part of your MessageBank service you are using.
These key functions are worth memorising because they can come in handy - in particular when you are modifying your mailbox set-up, such as changing your personal greeting.
Interrupt the voice prompts
Once you're familiar with MessageBank you can interrupt the pre-recorded voice prompts and select your option. This does not affect the MessageBank service and is a handy time-saver.
Shortcuts for listening to your messages
Here are some shortcuts to help you review your messages faster. Once you've mastered these you'll be able to have complete control over how you listen to your messages.
(located below the 9 key). To complete current action
(located below the 7 key). Cancel last action and go back one step Help
Pause. Press again to resume Introduction to MessageBank End
Instead of pressing at the Main Menu, press to play multiple messages one after the other and store them for seven days
S tandard).
(Business and Standard)
Press to skip ahead to the next message Press to go back to the beginning of a message Press to go back to the previous message Press to go forward 8 seconds
Press to go back 8 seconds
Tips
Notification tip
It's a good idea to wait a minute when you turn your phone on before making an outgoing call to allow any message notification to be received. Also, remember that even if your message
notification indicator has not yet appeared on your phone, you can call MessageBank any time to check if there are messages waiting for you.
Creating or changing Group Lists
This is often more convenient using a fixed touchtone phone because you can see and input numbers more easily.
More information
Online
If you would like to review any of the information in this Helper please go back to the Content page.
If you would like to know about any of Telstra Mobile's other services, please visit our other online helpers.
Related Mobile User Guides:
l Mobile MessageBank Combined User Guide.
l Mobile MessageBank Combined Plus User Guide.
l Mobile Fax Mailbox
l Mobile Digital GSM User Guide.
If you need additional information or assistance, please contact us at Telstra Mobile Customer Service on 125 111 (charges apply).
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