CommsMobile Voicemail Guide

Overview

CommsMobile includes a network voicemail service (a personal answering service) so users can take messages when they cannot answer a call. Voicemails are stored on the Telstra Wholesale network and reached by dialling 101.

Users can record a custom greeting, manage messages, access the mailbox from another phone or while roaming, and on 2.0 Plans receive limited voicemail-to-text of around 10 seconds.

Message Limits & Retention

Once the mailbox is holding 20 messages, callers cannot leave another until the user clears some out. Messages are deleted automatically after 14 days whether or not they have been listened to.

⚠️ iPhone Users: Live Voicemail (iOS 18 and Later)

Live Voicemail is Apple's own on-device voicemail service. It sits inside the Visual Voicemail section of the Phone app and runs while the handset is switched on and connected to the mobile network or Wi-Fi. Apple owns and supports this feature. It is not a Telstra Wholesale network service, so Comms Channel cannot change how it behaves.

When a customer updates their iPhone to iOS 18, Live Voicemail is turned on by default.

Work out which service is handling the calls:

What changes when Live Voicemail is on

Live Voicemail takes over when the customer misses a call, and also when they reject one by pressing the hang-up button while the handset is ringing. It records the message and saves it to the phone and iCloud. Three things change as a result:

1. Callers hear the greeting recorded on the iPhone, not the one recorded through 101.
2. Ring time is fixed at 15 seconds and cannot be extended.
3. Voicemails are never delivered to 101, so nothing appears when the customer dials in.

The customer decides which one to use

Accessing Voicemail

From your CommsMobile service:

1. Dial 101.
2. Enter your voicemail PIN when prompted. Default PIN: 366141.

From another phone:

1. Dial your mobile number from any handset.
2. When you hear your voicemail greeting, press #.
3. Enter your PIN to access the normal menu.

While roaming internationally:

Send an SMS to +61101. Additional charges may apply.

PIN Setup & Reset

Default PIN: 366141. Try this first if prompted.

To change your PIN:

1. Dial 101.
2. Press 3 for Mailbox Setup.
3. Select Change PIN.
4. Enter a new 6-digit PIN.
5. Re-enter to confirm.

Change Voicemail Greeting

1. Dial 101.
2. You'll hear any new messages first, then access the voicemail main menu.
3. Press 3 for Mailbox Setup.
4. Press 1 for Greetings.
5. Press 1 to re-record your personal greeting.
6. Follow the prompts to save.

Extend Ring Time

To increase the time before voicemail picks up:

1. Dial **61*101*<seconds>#, replacing <seconds> with 15, 20, 25, or 30.
   Example: **61*101*30# for a 30-second ring time.
2. Press Call/Send.
3. A confirmation screen will appear.

This has no effect while Live Voicemail is switched on, because Live Voicemail holds the ring time at 15 seconds. To use a longer ring time on an iPhone, turn Live Voicemail off first.

Hang-up Message Notifications

Hang-up messages are SMS notifications that tell you when a caller hung up after your greeting without leaving a voicemail.

To turn on or off:

1. Dial 101.
2. Press ** to go to the main menu.
3. Press 3 for Mailbox Setup.
4. Press 6 for Hang-up Message service.
5. Follow the prompts.

Mailbox Settings Menu

Dial 101, then press 3 for Mailbox Setup. The available options:

Press ** at any time to return to the Main Menu.

Need Further Support?

If voicemail issues persist after working through this guide (and ruling out Live Voicemail for iPhone users), email helpdesk@commschannel.com.au with the customer's MSISDN and a description of the issue. Comms Channel will investigate at the network level.

Key Notes