Important Information Regarding Your Wireless Voicemail Service Article Date: 07.13.12

On August 14, 2012, we’ll be transferring our Hawaiian Telcom voicemail system to a new platform. This will require some action by you, our wireless customer.

Following the voicemail system change, many of your enhanced voicemail features will no longer be available, including: Visual Voicemail, Find Me/Follow Me, Virtual Fax Service and call screening.

The first time you dial into your voicemail after our conversion, you’ll need to set up a new voicemail greeting. To record your name or personalized greeting, please follow the steps below:

1. Press “1” on your wireless device. This will route you to your new voicemail service.
2. Follow the recorded prompts. These will walk you through recording your name, personal greeting and setting a new voicemail password.

To retrieve messages from your new voicemail box:

1. Press “1” on your device
2. You will be routed to your voicemail box
3. Follow the prompts to retrieve messages

You’ll also need to access and listen to all of your previously saved and unheard messages before August 31st, 2012. After you’ve listened to each message, you should delete it from your voice mailbox.

To retrieve messages from your old voicemail box after August 14th:

1. Call 1-866-624-5866
2. You will hear: “Enter your account phone number including the area code. Finish by pressing pound (#).”
3. This is the phone number on your wireless phone. Not your Call Choice number.
4. Enter your wireless phone number including the area code (808)
5. You will hear: “Please enter your password followed by the pound key”.
6. Enter your password followed by the pound (#) key.
7. You will hear: “You have x new messages and x saved messages"

Save Copies of Voicemail Messages Using the CallChoice Member Zone

Customers wanting to download and save copies of messages on the old voicemail platform can do so until August 31, 2012. After that date, all messages remaining on the old voicemail platform will be deleted and no longer available for download. If you have any questions about the information below please contact Customer Support at 643-3456 and select the wireless option.

1. Click here to go to CallChoice Member Zone
2. Login with your wireless number and your password. (Contact 643-3456 and select the wireless option for assistance with your password)
3. Go to the “Settings” tab.
4. Click the link like the one below located on the right hand side of the page to download the software.

5. Click on “Download Now” button

6. Select “Run”

7. Select “Run”

8. Select “OK”
9. Once downloaded, a window icon will appear on the computer desktop usually in the upper left hand corner.

10. The messages that are available on the CallWave platform will download automatically.
11. This could take a few minutes depending on how many messages remain on the platform.
12. Select the Yellow Down Arrow at the lower right hand corner of the icon.

13. All the messages will display.
14. Scroll down and locate the message you would like to save.
15. Right click your mouse over the message you would like to save.
16. Select “Save Message As”.

17. Change file name.
18. Save as wave (.wav) file in folder on computer that is designated for these files.
19. If you do not see a message that you are trying to locate, it may have been deleted due to a storage time limit. You will not be able to retrieve those messages.
20. Repeat process until all messages are saved.

On August 31, 2012 all saved and unheard voice messages from the old voicemail platform will be removed and you’ll no longer be able to access them on the new platform.

For further assistance, call 643-3456 and select the wireless option.

FAQs for Wireless Voicemail Migration

1. What will change when Hawaiian Telcom transfers from the CallChoice voicemail platform to the new voicemail platform?
2. Why is Hawaiian Telcom changing the voicemail service?
3. Is Hawaiian Telcom going to offer another solution that will allow customers to again take advantage of some of these advanced calling features?
4. How will the platform transfer affect me?
5. Will I still be able to use the enhanced features like visual voicemail, Find Me/Follow Me?
6. Will my personal greeting and all the messages in my mailbox migrate to the new voicemail platform?
7. What will I have to do after my voicemail box has been moved to the new voicemail platform?
8. How do I retrieve messages on the new voicemail platform?
9. How does the new platform work? Can I save messages? How many messages can I store and for how long? How many seconds can each message be?
10. What will happen to messages left in my old voicemail box after the voicemail migration to the new platform?
11. Will I get to keep my CallChoice numbers?
12. Can I get visual voicemail on the new platform?

Q1. What will change when Hawaiian Telcom transfers from the CallChoice voicemail platform to the new voicemail platform?

1. All Hawaiian Telcom wireless customers will have their voicemail transitioned to a new voicemail platform during this migration.
2. Enhanced features such as visual voicemail, call screening, fax service and Find Me/Follow Me services will no longer be available.
3. Customers will continue to have standard voicemail features including personalized name voice tags, personalized greetings and message retention.
4. The CallChoice voicemail service will no longer be available

Back to top

Q2. Why is Hawaiian Telcom changing the voicemail service?

The manufacturer is discontinuing support of the CallChoice platform we currently use.

Back to top

Q3. Is Hawaiian Telcom going to offer another solution that will allow customers to again take advantage of some of these advanced calling features?
 

Although some of the enhanced CallChoice features aren’t available on the new voicemail platform, Hawaiian Telcom will continue to search for new features to offer our customers.

Back to top

Q4. How will the platform transfer affect me?

1. On August 14th, our wireless voicemail service will be moved to a new voicemail platform.
2. Once the migration is complete, the next time you enter your voicemail box you will be prompted to record a new personalized greeting.
3. You will be able to listen to previously saved and unheard messages through August 31st.
4. After August 31st, you will no longer have access to messages received before August 14th on the old voicemail platform.
5. The following features will no longer be available: Visual Voicemail, Find Me/Follow Me, Virtual Fax Service and call screening.

Back to top

Q5. Will I still be able to use the enhanced features like visual voicemail, Find Me/Follow Me?

1. Unfortunately, these features will no longer be available with standard voicemail.
2. A voicemail to text application is available on certain Android devices and is similar to the CallChoice visual voicemail feature. If you are interested in this feature, please call us at 643-3456 and select the “wireless” option.

Back to top

Q6. Will my personal greeting and all the messages in my mailbox migrate to the new voicemail platform?

Your greetings will not move to the new mailbox. You will be prompted to record a new name voice tag and personal greeting when you access your voicemail box the first time. You will have access to saved and unheard messages in your mailbox at the time of migration, through August 31st.

Back to top

Q7. What will I have to do after my voicemail box has been moved to the new voicemail platform?

To access your new voicemail box for the first time, follow the instructions below:

1. Press and hold “1” on your wireless phone.
2. Follow the prompts to update your name and personalized greetings.

Back to top

Q8. How do I retrieve messages on the new voicemail platform?

1. Simply press “1” on your phone and it will automatically connect you to your voicemail to retrieve messages.
2. Follow the prompts to delete or save messages.

Back to top

Q9. How does the new platform work? Can I save messages? How many messages can I store and for how long? How many seconds can each message be?

1. Unheard messages will remain in your voicemail box as a “New Message” for up to 20 days.
2. You will only receive one Message Waiting Indicator (MWI) regardless of how many unheard message are in your voicemail box. Once you erase or save your messages, the MWI will reset.
3. Unheard and unsaved messages will automatically be deleted on the 20th day.
4. You can save a message for up to 30 days before it’s automatically deleted.
5. Messages are stored in the following order:
   1. Urgent messages
   2. New messages
   3. Saved Urgent messages
   4. Saved messages

Back to top

Q10. What will happen to messages left in my old voicemail box after the voicemail migration to the new platform?

1. You’ll be able to pick-up your messages until August 31st. After that date, all messages on the old platform will be deleted.
2. You’ll receive reminder messages via SMS to retrieve your messages prior to the deadline of August 31st.
3. Follow these steps to retrieve your old voicemail messages:
   1. Call 1-866-624-5866
   2. You will hear: “Enter your account phone number including the area code. Finish by pressing pound (#).” This is the phone number on your wireless phone. Not your Call Choice number.
   3. Enter your wireless phone number including the area code (808)
   4. You will hear: “Please enter your password followed by the pound key”.
   5. Enter your password followed by the pound (#) key.
   6. You will hear: “You have x new messages and x saved messages"

Back to top

Q11. Will I get to keep my CallChoice numbers?

Yes, you can. Customers who have CallChoice numbers will be able to continue using them. Your CallChoice number will be forwarded to your existing Wireless phone number.

Back to top

Q12. Can I get visual voicemail on the new platform?

Voicemail to Text is an application that’s available on certain Android devices. An additional monthly charge applies for this application. To discuss the service, please call us at 643-3456 and select the “wireless” option.

Back to top