Telephony: Single Inbox - The Integration of Voicemail and Email with O365

Users of the Penn State Voice Mail system (Cisco Unity Connection) who are also users of Office 365 email. 

The information below will introduce the Single Inbox feature available through the integration of the Penn State Voice Mail system and O365. This article describes the feature, its benefits, and user options to modify the service. There are more detailed articles shared at the foot of this document.

Please comment and rate this information as it helps us serve you better.  Thank you.

What is Single Inbox with O365?

The Single Inbox feature with O365 links your voicemail with an email message. You will receive an email with an attachment that holds the actual voicemail recording, and you will also see its transcribed text in the body of the email.

These voicemail recordings can be managed directly from your email! Listen, rewind, and fast-forward directly from the audio player on your system. You can delete the message or save the recording in an email folder such as one for a project, a person, or event.  Your voice messages are synced with the email so you do not have to manage the message in multiple places.

Another benefit is the ability to use your voice mail to manage some of your O365 calendar items; hear a list of meetings and participants, send a message, accept and decline invitations, and even cancel a meeting you’ve organized.

A further benefit is text-to-speech (TTS) access to O365 email.  (From a menu option in the Unity voicemail system, you can elect to listen to your emails - meaning that the system will read your email aloud to you.  This could be an advantage to vision-impaired faculty and staff.)

When is Single Inbox available?

The feature is enabled system-wide for eligible users on January 28, 2019. All users will be automatically connected to the feature.

Eligible users are those who use the Penn State Voice Mail system and who are also users of Office 365 email.

What are the benefits?

By joining information from different systems, storing them, and managing them in just one place, you can save time, share information more easily, and archive for long-term accessibility.

For instance, a voicemail received from outside your work team can now be easily shared with all of your team members just as you would share an email! This voicemail can also be saved in an Inbox folder that you may have built just for this particular project or event.

You can also save the file to another storage area like Box, OneDrive, or OneNote for long-term storage and management.

Another benefit is the ability to use your voice mail to manage O365 calendar items; hear a list of meetings and participants, send a message, accept or decline invitations, and even cancel a meeting you’ve organized.

A further benefit is text-to-speech (TTS) access to O365 email.  (From a menu option in the Unity voicemail system, you can elect to listen to your emails - meaning that the system will read your email aloud to you.  This could be an advantage to vision-impaired faculty and staff.)

Who can use Single Inbox?

Single Inbox is available to University community members using O365 and who own a Penn State voice mailbox.  The feature will be activated system-wide for users. However, users of  “shared” voice mailboxes cannot access this feature.

What does the voice file look like in the email?  

The file looks like this and will display a down arrow, or carrot, on the right to provide easy options.

How can I make sure my voicemail notifications go to the correct email address?

If you are not sure that you are listed as the owner of the voice mailbox you’ve been using, we can help you!  Please review the self-service option outlined in Knowledge Base article KB0011924 or call the IT Service Desk at 814-865-4357. 

Do I have to use Single Inbox?  Can I modify preferences?

No, you do not have to use Single Inbox, but we encourage you to give a try. You can modify your preferences, and you can change your mind in the future!  You can choose your preference by selecting the Change option in the Telephony Service Request Form and answering a few questions.

Your options include:

1. I want to receive both a voicemail attachment and a transcription of the audio sent to my email.
        
2. I want a voicemail attachment but no transcription of the audio sent to my email.
        
3. I want only a basic notification only sent to my email (no attachment/no transcription).
        
4. I do not want any email notification when I receive new voicemail.
   
   

Where Do I Go If I Still Have Questions?

For questions or support, reach out to your local service desk or contact the IT Service Desk by email at ITservicedesk@psu.edu, by phone at (814) 865-4357 or in person at 130 W. Pattee Library at University Park.

To view more articles about the Single Inbox feature, see: Single Inbox /Index of Informational Articles