The following Frequently Asked Questions relate to Voicemail.

Q:     Is VoiceMail Access code 321 irrespective of my state?     Hide Answer
A:     Yes, the 321 access code will be common for most new GSM and Pre-Paid customers across states i.e. new GSM customers in NSW will be provided 321 access code as will new GSM customers in WA.

Q:     Why do I need to get callers to press # at the end of their message?     Hide Answer
A:     If your message is less than 3 seconds in duration, the message will not be kept unless you press the # key. Pressing # at the end of the message also allows you to use Call Return.

Q:     Before leaving Australia, what number should I enter in the diversions to ensure calls are diverted to VoiceMail while I am away?
A:     You should enter the diversion code and +61411000321. To retrieve messages, you should dial +61411000321.

Q:     If someone hangs up without leaving a VoiceMail message, it sends an SMS to my phone (if I have VoiceMail Call Recall activated) - but will it still leave a VoiceMail message where I can listen to the caller hanging up?
A:     No, VoiceMail Call Recall assumes a message will be at least 1.5sec in length -anything shorter will generate a VoiceMail Call Recall (if CLI known). Anything longer than 3 seconds will be treated as a real VoiceMail Message.

Q:     Will the VoiceMail Call Recall feature generate a blank SMS if no caller ID is captured?
A:     No, in the case where no CLI is known - no VoiceMail Call Recall SMS will be sent.

Q:     If I am listening to a message and the caller ID has not been captured, will a prompt tell me that it is not able to return the call?
A:     No, you will still be able to return the call however you will be asked to enter the number. (I.e. the first prompt will give you the same options as usual, including press '6' to return the call. Then, if you press '6', the next prompt will ask you to enter a number or press * to exit.)

Q:     When a caller enters a phone number without the area code, will VoiceMail Call Return still work or will it say 'invalid number'?
A:     No, the caller will hear a prompt saying: "that number was not specified correctly" and will be given the option to re-enter a call return number.

Q:     If I have 321 VoiceMail activated and use remote access to check my messages and select the "VoiceMail Call Return" feature, who is charged for the call?
A:     VoiceMail Call Return is not available when accessing a mailbox remotely, and customer will not hear or have access to the Call Return prompts.

Q:     With the VoiceMail Call Return facility, if a caller enters a number incorrectly and I call back the incorrect number, will I be charged for the call?
A:     Yes, you will be charged for all calls returned, however remember the VoiceMail Call Return number is played to customer before connecting the call as a way to confirm that this the number to be dialled.

Q:     When is the CLI captured for VoiceMail Call Recall? Is it as soon as the call is connected or as soon as the greeting starts?
A:     It is as soon as the call is connected into the voicemail system (as this is a quick process it would be almost at the same time as the greeting starts).

Q:     Do promotions such as 'yes' Time or 'yes' Weekend apply to 321 VoiceMail, eg Call Return?
A:     The VoiceMail Call Return calls are eligible for 'yes' Time and 'yes' Weekend however the VoiceMail Retrieval call component would be charged for the duration of the call and is not eligible for 'yes' Time.  For example: A customer with 321 VoiceMail, who presses 6 after the message and gets connected to a friend's Optus Mobile at 9pm Monday night, would be eligible for 'yes' time for the VoiceMail Call Return yet would still be billed their VoiceMail Retrieval rate as normal for the total duration of retrieval and Call Return.  I.e. the VoiceMail Call Return component is free and the VoiceMail Retrieval charge (for total duration) is as per standard Retrieval rates.

Q:     If I live in Cairns and my mailbox is on the Brisbane system, what is the impact on charging for Call Return?
A:     If your mailbox is in Brisbane, using VoiceMail Call Return to return a local number (i.e. Cairns), the VoiceMail Call Return charge would be billed as per your rateplan rate (if applicable as a long distance rate), i.e. from the home zone to the destination and the VoiceMail Retrieval rates would also apply for the duration of the VoiceMail Call Return call.

Q:     What are the charges for Wake-Up/Reminder calls? How are they shown on the bill?
A:     Wake Up calls are billed as standard mobile call on your mobile billing based on the distance between your home zone and Wake Up destination number.

Q:     Is there a charge for VoiceMail deposits on Pre-Paid (at the moment, they are not currently charged for deposits)?
A:     The deposit charges are still not applicable for Pre-Paid customers.