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Voicemail changes

If you heard a message on your voicemail about changes to menu options, you're in the right place. Learn about the changes to your voicemail and see updated instructions.

Voicemail and auto attendant platform changes FAQs

For most customers, no action is needed — your voicemail and auto attendant services will continue working as usual.


However, if you choose to update your PIN or if you use voicemail notifications, please review the sections below for helpful details.

We’re excited to let you know that we’re upgrading to a new voicemail platform. This change is designed with you in mind — to make things smoother, faster, and more reliable.


We’re consolidating systems and moving to a site with enhanced software and hardware.


Thank you for your patience and support during this transition.
We’re confident this upgrade will bring meaningful improvements — and we’re grateful to have you with us as we move forward.

No changes here — you will access your voicemail and auto attendants the same way you do today.


While we’re upgrading the platform behind the scenes, your experience remains seamless and familiar.

No worries — deleted messages are stored in your Trash folder for 24 hours, so you can recover them if needed.


We hope this adds a little peace of mind as you get used to the updated voicemail system.

 

All existing voicemail features and capabilities are still available — nothing has been removed.


There is one small change to voicemail notifications:
If you’ve set up voicemail to call or notify you when a new message is available, the caller ID will now show your voicemail mailbox number.

Thank you for being a valued customer—we’re looking forward to continuing to serve you with even better tools and service.

To help keep your voicemail secure, we’ve updated the PIN requirements:

There is no need to change your current PIN unless you want to.

PINs are required for accessing voicemail and auto attendants.

New or updated PINs must follow these guidelines:

  • Use 6 to 20 numeric digits

  • Avoid using your phone number or any part of it

  • Don’t repeat the same digit more than twice in a row:        

Allowed: 11xxxx, xx88xxx, xxxx99

Not allowed: 222xxx, xx444xx, 77777

  • Don't use fully sequential numbers (ascending or descending):
     

Allowed: 012347, 987612, 01234560

Not allowed: 123456, 0123456789, 9876543210

Voicemail user guide contents

How to set up your mailbox
How to listen to messages
Extension mailboxes
Message forwarding and notification options
Residential-only features
Business-only features
Hints and things to remember

Download the Quick Reference Guide

How to set up your mailbox

For increased security, you must set up your mailbox from the phone number associated with the account before you can access it remotely.

 

Dial 1-877-VMESSAGE (1-877-863-7724) OR press *98 or #55 (varies by location). Voice prompts will guide you through the rest of the steps.

Create a 6 to 20 digit PIN (Personal Identification Number).

Rules for PINs:

  • Cannot solely consist of all or a portion of your telephone number.

  • The same digit cannot be repeated more than twice. 
    • Allowed: 11xxxx 
    • Not allowed: 111xxx

  • The entire PIN cannot be sequential (ascending or descending) 
    • Allowed: 012347 
    • Not allowed: 123456


Be sure to make a note of the PIN because you'll need it to access your messages in the future. 

You can record any name you'd like. It's common to record your first and/or last name or company name. Your recorded name will be heard when you first sign in to your mailbox. It can also be used when setting up your greeting.

You can record a personal greeting, or you can use one of the system-generated greetings. Follow the prompts to select your greeting:
 

Record a personalized greeting, up to 3 minutes long. A common template you can follow is: "You've reached [name]. We can't get to the phone right now, but if you leave a message, we'll call you back."

System greeting with your recorded name: "[Name] can’t take your call now. At the tone, please record your message."

System greeting with phone number: "[Telephone number [xxx-xxx-xxxx] can’t take your call now. At the tone, please record your message."

System greeting with neither your  name nor telephone number:  “The person you have dialed can’t take your call now.  At the tone, please record your message.”

Your CenturyLink voicemail is now set up. When you have an unheard message, you'll hear a stuttered dial tone when you pick up your phone.

Your mailbox is now ready to take messages.

See additional setup instructions for extension mailboxes.

You can change your mailbox greeting or name at any time.

  • Press 3 for the Greetings menu 
  • Press 1 and follow the prompts

You can change your PIN.

  • Press 4 at the main menu for Change Settings
  • Press 3 for Security Options 
  • Press 1 to change PIN


If you can't remember your PIN, you'll need to contact us to have a representative verify your identity and reset your PIN.

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How to listen to messages

If you hear a "stutter" dial tone when you lift your handset, you have new messages waiting. If your phone has a message indicator light, it may also flash to signal new messages.

There are two ways to access your voicemail from your home or business phone:

1. Press *98 or #55 (varies by location).

or

2. Dial 1-877-VMESSAGE (1-877-863-7724) 
 

Enter your PIN, then choose your options from the keypad. 

 

There are two ways to check your voicemail from another phone number.

1. Call the number the voicemail is on.

  • Dial your home or business phone number and let it forward to voicemail. 
  • Press * during your greeting
  • Enter your PIN 

or

2. Call the access number. 

  • Dial 1-877-VMESSAGE (1-877-863-7724) 
  • Enter your 10-digit phone number followed by # 
  • Enter your PIN

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Play your messages

Press 1 to play a message

WHILE listening to your messages you can:

  • Skip to end of message press 3,3

  • Delete without listening press 3,3,7

  • Press # to skip message date and time

  • Press 1 to rewind 10 seconds

  • Press 2 to pause, and press 2 again to resume playing

  • Press 3 to fast forward 10 seconds

  • Press 4 to slow down message playback

  • Press 5 to speed up message playback

  • Press 7 to delete

  • Press 8 to decrease volume

  • Press 9 to increase volume

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AFTER you listen to a message you can also:

  • Press 1 to listen to the message body again
     
  • Press 4 to repeat
     
  • Press 5 to hear the message details (calling number, date and time only)
     
  • Press 6 to send a copy* to another mailbox user
     
  • Press 7 to delete the current message
     
  • Press 8 to reply* to the message sender. Voice prompts will guide you.

  • Press 9,9 to save as new
     
  • Press # to leave as saved
     
  • Press *,* to exit your voicemail at any time

You must choose 7 to erase, 9,9 save message as new, or # before the next message will play. Your messages are saved automatically if you skip it or hang up.

* To send a copy or reply to a message, both parties must be CenturyLink voicemail subscribers.

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Sender and receiver must have CenturyLink voicemail

The following options are only available if both the sender and receiver have CenturyLink voicemail.

Press 6 to send a message to another CenturyLink voicemail box.

From the main menu, select 2 to record and send a message directly to another CenturyLink mailbox without ringing their phone. Or, you can even record a message for someone in your household and send it to your own number. (Some limitations may apply depending upon customer phone facilities.)

You will be prompted through these steps:

  1. Enter the destination mailbox number or group number, then press # This is the phone number of the person you're sending to. If the person doesn't have CenturyLink voicemail, the system will tell you it can't deliver the message.

  2. Enter another destination mailbox number or group number, then press # or just press #

  3. Record your message after the tone, then press #

  4. Press # to send now, or press 1 to add a delivery option:
  • 3 for private
  • 2 for urgent
  • 6 for delivery confirmation

Marking a message as Private ensures that the message cannot be forwarded to other recipients. This feature is useful for maintaining confidentiality and ensuring that sensitive information remains secure.

Marking a message as Urgent prioritizes the message, ensuring it is highlighted to the recipient as needing immediate attention. This can be particularly useful for time-sensitive information or critical updates.

Press 8 to reply to a message from another CenturyLink voicemail.

Make a list of phone numbers for everyone in your group. You can store up to 15 different groups with up to 25 people in each group.

From the main menu, choose 4 for Mailbox Options, then:

  1. Choose 4 for Group Lists, then press 1 to create a list.

  2. Number this list 11-25, then record a name for it and press #.

  3. Enter the phone numbers of your group members one at a time.
     

Send a message to this group

Press 2 (Main Menu) and follow the send instructions, entering the Group List number (11-25) for the destination, then press #.

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Extension mailboxes

Extension mailboxes are available for select residential and business voicemail customers. Please note that this option may not be available to all users.

For increased security you must set up your extension mailboxes from the phone number your voicemail is on before you can access them remotely.

1. Dial 1-877-VMESSAGE (1-877-863-7724) or press *98 or #55 (varies by location).

From the Main Menu:

2. Press 4 to Change your Settings.

3. Press 5 for Group Mailbox options.

4. Press 3 to Add a Secondary mailbox.

5. Press * to exit to Group Mailbox options.

Repeat 3 and * to continue adding secondary mailboxes.

Press *** to return to Main Menu.

You may want to create a group greeting with your extension mailboxes. This is the greeting that your callers will hear when you have multiple extension mailboxes set up. A default message will play to callers requesting the mailbox that they want to leave a message for if a group greeting is not recorded.*

When recording a greeting be sure to record the mailbox press off options for callers. For example, “Thank you for calling. To leave a message for John Smith, press 1; to leave a message for ABC department, press 2.”

*If mailboxes are not yet personalized then callers will only hear mailbox numbers rather than a name or department in which the mailbox is associated.

Record a group greeting:

1. From the Main Menu, press 3 for Greetings Menu.

2. Press 4 for Group Mailbox greeting.

Voice prompts will guide you through recording a personalized greeting.

Naming your mailbox gives callers and users an option to select a mailbox in which they want to leave a message or sign in.

You must sign in to the mailbox extension in which you wish to update. You will be prompted at the time of mailbox access as to which extension you want to sign in as. Once a mailbox extension has been selected, follow the voice prompts to complete the set-up process:

1. Dial 1-877-VMESSAGE (1-877-863-7724) or press *98 or #55 (varies by location).

2. Set up your 6 to 20 digit PIN (Personal Identification Number).

3. Name the extension mailbox.

4. Personalize the greeting.

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Shortcuts

These helpful options can be turned off and on to get your messages faster.

From the main menu, select 4 for Mailbox Options.

Press 3 for Security Options.

Press 3 to skip PIN entry when accessing messages from home.

You will still need to enter your password if you check messages away from home.

Press 1 to change your PIN.

From the main menu, select 4 for Mailbox Options.

Press 2 for Hands Free and Time Saver Options.

Press 1 to turn autoplay on and off. When autoplay is turned on and you call to listen to your messages, the messages will immediately start playing. If autoplay is off, then you will be presented with the main menu options to select from (e.g.,  1- listen, 2 - send).

Press 3 for Voicemail Preferences.

Press 1 to turn date and time on and off. Turn off the date and time so you don't hear them automatically.

Press 5 during or after the message to hear the date and time for that message.

Message forwarding and notification options

Your'll be alerted of a new voicemail with a "stutter" dial tone when you lift your handset or a message waiting indicator light on your phone. This requires a phone with that capability.
  

Never miss a message while you’re away. You can forward messages as an audio attachment by email or receive a call out to your cell phone notifying you of a new message. Once configured, dial out notifications can be enabled or disabled using the phone menu.


Please contact us for help setting up these options.

Reminder messages are a feature that allows users to set and manage reminders. These reminders can be recorded as voice messages and scheduled to play at specific times. This feature is useful for setting personal reminders or important notifications.

From the main menu, select 7 for Reminder Messages.

Press 1 to enable or disable reminder messages.

Press 2 to add a new reminder. From there, follow the prompts for the reminder options, including the date and time for the reminder.

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Features for residential voicemail only

Not available for all voicemail customers

Call Screening alerts you to a message as it’s being recorded. You can decide to listen to the message live and interrupt it to speak to the caller, or let the caller leave a message for you to retrieve later.

How to use Call Screening

1. Let an incoming call go to voicemail.

2. You’ll be alerted that a message is being recorded when you hear a distinctive short-long-short ring sequence.

3. The Caller ID will display 866-643-3169

4. Pick up the phone and you’ll hear a prompt, "Screened call. Press any key to connect to the caller”.

5. As you listen to the message being recorded, press any key to connect to the caller live, or simply listen and let the message continue to be recorded into your mailbox.

How to turn Call Screening on or off

The feature is not yet "activated" but can be turned on or off using your phone.

1. Access your voicemail as you would to check for messages.

2. From the main menu, press 4 for Mailbox Settings and 9 for Call Screening and follow the prompts to enable or disable this feature.

Features for business voicemail only

Not available for all voicemail customers

An Extended Absence greeting can be used as a temporary greeting for special occasions. You might use this option if you are going to be traveling or to promote an event. During set up, choose to either accept or not accept voicemail messages while your extended absence greeting is turned on.

Set up Extended Absence greeting

Complete the initial setup by recording a greeting and enabling or disabling message reception.

1. Dial 1-877-VMESSAGE (1-877-863-7724) or press *98 or #55 (varies by location).

2. From the main menu, press 3 for Greetings menu

3. Press 2 to work with your extended absence greeting

4. Press 1 to turn on/off

5. Press 2 to review or record a greeting then follow the prompts to complete

6. Press 3 to enable or disable message reception

The Out of Hours greeting lets you share a unique greeting when your office is closed. Once you enable the out of office schedule and define the hours, this greeting will play when outside of your defined office hours.

Complete the initial setup by recording a greeting and setting a working hours schedule. After that, you can turn it on or off.

1. Dial 1-877-VMESSAGE (1-877-863-7724) or press *98 or #55 (varies by location).

2. From the main menu, press 3 for Greetings menu.

3. Press 6 to work with your Out of Hours greeting.

From there, follow the prompts to

  • Record a greeting
  • Select a predefined system schedule or create a custom one
  • Press 1 to turn on
  • Press 3 to turn off

Greetings for when your phone is set to busy or forward all calls to voicemail are available on some services. These can be configured by pressing 3 for the Greetings menu and following the voice prompts.

This feature is not available on all business voicemail products. An Announce-Only message provides information to callers without allowing them to leave a message. You can record a greeting up to five minutes in length that can be easily updated whenever needed.

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Helpful hints and things to remember

  • Remember to press ** to exit your mailbox before you hang up. If you hang up before pressing *,* your line could remain connected to your mailbox for up to 45 seconds. If this happens and you pick up the phone to dial another number, you could accidentally change your voicemail settings or even your PIN.

  • If your mailbox is full, callers will hear “The mailbox is full and there is not enough space to leave a message.” instead of your personalized greeting. The system will then hang up on the caller. If this happens when you’re trying to access your messages, press the * key during this announcement to access your mailbox. You’ll need to delete some messages to create space for new ones.

  • If you are ever unsure of what to do next, wait a few seconds, and the voice prompts will guide you with available options or press 0 for helpful hints.

Contact us for help

Please contact us for help with any of these issues:

Locked out after too many failed PIN attempts

If you enter your PIN 3 times incorrectly, the system will lock access to your voicemail. Access will be restored automatically after 24 hours.


If you need access sooner, or cannot remember your PIN, contact us to have a representative verify your identity and reset your PIN.

Change the ring count before voicemail picks up

You are not able to change the number of times your phone rings before voicemail answers using the settings menu. Please contact us and a representative can assist.

Turn off voicemail

Currently, there is no self-service option for turning off voicemail. If you do not want to use your voicemail and would like to turn it off, please contact us  to remove the service from your number.

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