FAQ's &
Support
Frequently Asked Questions
& Technical Support
Click on the question to receive the answer.
Personal Assistant | Voice Mail | E-Mail | E-Fax | Mobile Fax | OneView Fax | Billing
Do I receive Caller ID on my Personal Assistant?
Yes. You will receive Caller ID on your direct connect calls to your cell phone,
also on your voice mail and fax messages.
Can Caller ID be turned off on my Personal Assistant?
Yes. You will need to contact Customer Service. All calls will not receive any
Caller ID information.
What happens if I do not answer my cell on a direct call from my Personal Assistant?
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.
How do I find another person's voice mail
number?
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.
My messages are delayed - Why?
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.
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.
How do I change my pass code in my voice mail?
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.
I can't get into my mail box. I can put in my
pass code, but why can't I play my messages?
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.
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.
Can I receive notification of new voice mail messages to my cell phone?
Yes, you have two options. Please click on the option for more information.
Option 1 - Cellular Notification w/Message Delivery
Option 2 - Cellular Notification
Option 1 - Cellular Notification w/Message Delivery
Option 2 - Cellular Notification
I have message notification, how do I program a special Ring tone so I know that it
is a voice message and not a live direct connect call?
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.
If you have difficulty programming your individual phone, please call customer service at 972-380-8400 and we will assist you.
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
If you have difficulty programming your individual phone, please call customer service at 972-380-8400 and we will assist you.
Why do I get 214-432-1894 on my cell phone or in my missed call log?
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.
Do I have an e-mail account with you? What is my
password?
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.
Can my e-mail account be forwarded to another e-mail account?
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.
Can I send fax attachment via the Internet?
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.
Can I send an E-Fax to a fax machine?
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.
Can my E-Fax be forwarded to my existing e-mail?
Yes. If you do not use VRIMAIL.COM, you will not have the ability to send to a
fax telephone number.
How do I get a fax out of my voice mail?
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.
Can I send all my faxes out of my voice mail at
once?
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.
I'm having a problem viewing my faxes online.
What is wrong?
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.
When I view a fax, I sometimes get black lines. Why does this happen?
In viewing your fax online sometimes the TIFF view has a problem reading
the file. Try delivering the fax to a fax machine.
When do you bill?
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.
Can I pay my bill online?
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.
What if my voice mail account is in good standing
but my One Number account is past due?
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.
What are usage charges?
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.
Additionally you may or may not have an 800 number. 800 # charges are .069 cents per minute for incoming calls.
If you have any other questions, please click here to e-mail Technical Support.
Voice Retrieval & Information Services
3222 Skylane Bldg 100 - Carrollton, TX 75006 -
USA
(972) 380-8400 - (800) 879-3500