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How to Change a Hunt Group Voicemail Greeting in Horizon

1) Access your Company Voice Message system by pressing the Envelope button on your Horizon phone* or dialling 500.

* If you are not using a Horizon handset you will need to dial the external Voice Portal number. The number can be found by logging into the Admin Portal and hovering over 'Administration' tab and selecting 'Voice Portal'.

 

2) At the prompt, DO NOT enter a passcode. PAUSE and wait for the announcement to finish and then key * (star) , followed by the Hunt Group extension number and then # (hash). 

The Hunt Group extension number will most likely be 600, 601, 602 etc but you can can check this by logging into the Horizon admin portal as an administrator and looking under Call Groups. Then note the hunt group number for which you want to change the greeting.

 

3) Once you have completed step 2, enter the relevant Hunt Group voicemail passcode and press #.

This should NOT be confused with your personal user extension voicemail passcode.  If you do not know the passcode, you can call us to find out, or reset it in the Admin Panel. This can be done by following this link https://jaguartelecom.zendesk.com/hc/en-us/articles/360001438454-How-To-Reset-a-Hunt-Group-Voicemail-Passcode

 

4) At the prompt select option 1 for 'access your voicemail box'. **DO NOT press Option 3 for the Greetings Menu**

You will then hear a number of options but we are only focusing on options 2 and 3 at this in this post.

Option 2 - Change the busy greeting. This is the message that will ONLY ever be played if EVERY phone in this hunt group rejects the call. This can be any combination of the following scenarios; all phones are busy on another call and/or users have pressed the 'reject' button on the display (while their phone is ringing) and/or phones are in the DND state (Do Not Disturb). We believe the above scenario is fairly rare in most businesses and we therefore recommend that you leave the default message as it is.

In this scenario the platform assumes that all phones are engaged and therefore the 'Busy' message is played.

Your choices are now:
• Record a new Busy greeting - allows you to record a fully personalised message without any additional messaging.
• Play the saved message - lets you listen back to the current saved message.
• Implement the system default - resets the message to the system default with your recorded name greeting only. This gives you a few seconds to record name only and has no personalisation.

(You can untick the option to play any kind of Busy greeting and so the caller would just hear the engaged tone. Please call us to discuss this option)

 

Option 3 - Change the no answer greeting. This is the most common message people will hear and we recommend personalising it. It will be played when one or more phones in this hunt group are ringing but the call isn't answered within the specified ringing time. You can change the ring time in the portal.

This is also the message that is played if you 'Divert All Calls to Voicemail' but please note that this message is unlikely to be the one that is played during "Out of Hours". Please call us if you are unsure.

Your choices are now:
• Record a new No Answer greeting - allows you to record a fully personalised message without any additional messaging.
• Play the saved message - lets you listen back to the current saved message.
• Implement the system default - resets the message to the system default with your recorded name greeting only. This gives you a few seconds to record name only and has no personalisation.

 

5) When you are ready to record your greeting please do it with little or no noise in the background. Do not hold the phone too close to your mouth and speak slowly and clearly. Please ensure you follow all the prompts to check the recording sounds good and has saved correctly.

 

6) Finally, you can hang up at any stage and start again if you get confused or in a muddle.

 

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