FAQ's &
Support

Yes. You will receive Caller ID on your direct connect calls to your cell phone, also on your voice mail and fax messages.

Yes. You will need to contact Customer Service. All calls will not receive any Caller ID information.

Assuming, you have voice mail on your cell phone, they can leave a message - you will also receive Caller ID in your missed call log.

There are several options. You can access the Dial-By-Name Directory, found by pressing “M” to make a message from your voice mail and then waiting for the prompt that directs you to press 1* and type in their last name followed by their first name. Or you can click on the Real Estate Directory found on our main page.

Example:
You logged in at 11 am and there were no new messages - you logged in again at 3 pm and there were unplayed messages from 9 am.
Solution:
You must log into you mailbox by pressing the * (star) key when your greeting starts - your greeting should stop and the message center will say your name and ask for your passcode - you will then enter your passcode - if your greeting does not stop you must press the * (star) key again otherwise you will not be logged into your mailbox.
If you do not follow these instructions each time - you can create a "delayed message" appearance as you were not logged into your message center. The new messages were there but you were not successful in your login.
Messages are delivered within seconds.

When you log in to your mailbox, you selected a pass code during set up. If you’d like to change your pass code, e-mail the request to customer service and your pass code will be reset within 24 hours during the business week.

If your account is past due your mailbox will be temporarily blocked until your account is brought up to date. Your mailbox will accept new messages however. Please call customer service between the hours of 8:30 am and 5 pm Monday through Friday only.
Past due accounts will not be unblocked over the weekend. Accounts will only be unblocked when the account is up to date. There will be no extensions. Accounts that are in block status will have a reconnect fee of $25.

Yes, you have two options. Please click on the option for more information.
Option 1 - Cellular Notification w/Message Delivery
Option 2 - Cellular Notification

Why program a special ring tone for your VRI voice mail calls?

When your voice mail calls you and plays the special ring tone - you know that it is a voice mail message and you do not need to answer the phone immediately - unless you are available. Your regular ring tone is for live telephone calls and the special ring tone is for VRI voice mail calls. Depending on the notification service you have -

Cellular notification (call in for messages)
or
Cellular notification with message delivery (answer the call and the message is played to you)

To program your phone to display VRI when you receive a voice mail message and a special ring tone.

• Leave a message in your voice mail - you will receive a call from 214-432-1894 to your cell phone -
• Highlight the phone number - press options or full menu
• Go to - save to address book, save to phone, name it VRI
• Look for custom ring tone - additional options - or notes - set ring tone and save

Once you have done this, each call from your VRI voice mail will display VRI so you know you have a message to retrieve. It is also helpful when you are checking your missed call log to know you have received a notification from your voice mail and that you need to check your messages.

If you have difficulty programming your individual phone, please call customer service at 972-380-8400 and we will assist you.

This is the number that is displayed for a voice mail message. You should program you address book to display "VR" Voice Retrieval for this number. You should also program a special ring tone to identify this number as a voice mail message - not a live call. Please call Customer Service for assistance in programming your phone.

All Real Estate Network subscribers have an e-mail account with Voice Retrieval. The naming structure is firstname.lastname@vrimail.com Your pass code was e-mailed to you by customer service.

Yes, most of the time. Your vrimail account can be forwarded from inside your account to most company’s e-mail or to other personal e-mail accounts such as Yahoo or Hotmail. You will not be able to forward your vrimail e-mail to an AOL account.

Yes. You need to log into your VRIMAIL.COM account. Your fax will be in a PDF document that may be sent as either an email from your account.

Yes. You need to log into your VRIMAIL.COM account. Open the fax you wish to send and click on the forward button. On the menu bar there is a Fax machine icon that you click on that will allow a field for a fax number.

Yes. If you do not use VRIMAIL.COM, you will not have the ability to send to a fax telephone number.

When a fax message is in your voice mail, the system will tell you. Then, you will hear the system prompts to deliver it to a fax machine. The key strokes are “T” for Transmittal Options, then you can choose from “R” To Receive it now, “D” to deliver it to a preprogrammed fax number or “I” to Input a fax telephone number. If you use “R” to Receive it now, you must be calling from a fax machine.

Yes. You can send all unplayed fax messages on a single call by entering “U” for User Options from the main menu. Then press R” to receive all faxes to your preprogrammed fax default number. You must have a default number programmed. Consult you User Guide or click on User Guides from our main page.

Please review the User Guide for OneView Fax. To use OneView Fax you must be using Windows based software. Your viewer must be set to the Windows default viewer. You must be able to view TIFF files. If you are having a problem viewing TIFF files consult the User Guide and download the program inside for viewing TIFF files. If that doesn’t work, contact your computer technician.

In viewing your fax online sometimes the TIFF view has a problem reading the file. Try delivering the fax to a fax machine.

You may or may not receive two bills from Voice Retrieval. Your voice fax mail bill goes out on the 15th of each month for the next month’s service. Your One Number account bills on the first of the month for next months service and in arrears for any usage charges.

Yes. You can click on the bill pay button and pay by credit card. If your account is in blocked status and you elect to pay online, you can unblock your account and there will be no re-connect fee.

If your One Number account becomes past due, it can affect your voice mail account as well. If your One Number falls into blocked status, your voice mail account will automatically be blocked as well.

Your One Number account can have usage charges. Typically, a DFW Metroplex One Number includes free minutes. Overage is .029 cents per minute. Typical plans are 600, 900 or 1200 free minutes per month with larger package plans available.
Additionally you may or may not have an 800 number. 800 # charges are .069 cents per minute for incoming calls.