Top of page
The Bureau of Communications and Computer Services (BCCS) offers several different voice mail services to users throughout Illinois. The Springfield and Chicago voice mail systems are integrated and networked together. This allows for two-way messaging between Springfield and Chicago. It also eliminates messaging toll charges between the two locations. Additionally, it provides message waiting indication on telephones. Voice mail services are also provided to other locations throughout the state. There are stand-alone voice mail systems available as well as voice mail systems associated with EKS/PBX systems. These can be located at either Centrex or Non-Centrex sites. Please contact your Communication Systems Specialist (CSS) for any questions on stand-alone voice mail systems or voice mail systems with EKS/PBX systems.
BCCS telecommunications services are available to all Illinois State agencies, boards, commissions, universities, Offices of the Illinois House and Senate, and Constitutional Officers
Voice Mail Hints [PDF, 46KB]
Voice Mail Greetings [PDF, 56KB]
Quick Reference [PDF, 116KB]
What is Included?
Springfield and Chicago Centrex System
- Springfield area code 217 telephone numbers included in two-way messaging have prefixes 524, 557, 558, 782, 785, and 786
- Chicago area code 312 telephone numbers included in two-way messaging have prefixes 793 and 814
- Class 2 (COS 2) (Catalog Code SVVT2) and Class 3 (COS 3) (Catalog Code SVVT3) basic voice mail services
- Message Length: Up to 5 minutes (COS 2); Up to 10 minutes (COS 3)
- Personal Greeting Length: Up to 5 minutes (COS 2); Up to 10 minutes (COS 3)
- Stored Messages: Up to 40 messages for a period of up to 14 days (COS 2); Up to 74 messages for a period of up to 14 days (COS 3)
- Distribution Lists: Up to 5 lists with a maximum of 25 people per list (COS 2); Up to 15 lists with a maximum of 25 people per list (COS 3)
- Operator Escape Feature: (COS 2) and (COS 3)
- Future Message Delivery: Up to 10 messages for 30 days (COS 2); Up to 30 messages for 30 days (COS 3)
- Transfer Boxes (Catalog Code SVVTT)
- Directs voice mail pertaining to multiple telephone lines to one primary mailbox
- Can be used with several individuals or a specific group
- A primary mailbox is installed on one individual's telephone line or on one telephone line in the designated group
- Transfer boxes are installed on the telephone lines of the other individuals or members of the designated group
- Calls to any of the telephone lines will hear the same greeting provided by the primary mailbox
- Best application pertains to one user having multiple lines on one telephone and not wanting separate voice mailboxes. A primary mailbox would be placed on the first line with transfer boxes placed on the rest of the lines. All messages received on any of the lines would be left in the primary mailbox.
- Enhanced Call Processing Applications (ECP)
- There are a variety of ways in which to configure ECP applications
- Menu Box - Can be implemented for answering an agency's primary telephone number or a particular telephone number in an agency division. Prompts callers to select from a list of options in order to be directly connected to a particular telephone number, individual, or automated service. Callers can also have the option to directly connect to an operator or this can be a default setting with a rotary telephone. Advantages include offloading call volume, call transferring to avoid holding time, and providing contact information after daytime work hours
- Greet and Drop Mailbox - Callers contact this mailbox to receive recorded greetings or announcements with important information. There is no need to maintain staff to answer calls when agencies issue announcements to the public. There is also no capability for callers to leave voice mail messages
- Mesa Form Mailbox - Provides a question and answer solution. It has the capability to receive and store verbal caller responses to recorded questions. Those responses can later be reviewed and transcribed. Mesa Forms offer important flexibility with respect to the type and magnitude of information that they can receive. They can be used for a variety of purposes including surveys and customer information gathering supporting mailing distribution. It is available to automatically receive caller responses at all hours of the day without having to commit staff to answer calls.
- Name Changes
- This should be done through a TSR. The Voice Mail and EMS11 databases would subsequently be updated. The processing charged for this would be $7.50
- Dial-By-Name database available upon request: (COS 2) and (COS 3)
- Paging Notification Capability: Additional charge (COS 2) and (COS 3)
- Integrated voice mail through local telephone company
- CMS provided nonintegrated voice mailboxes, available regardless of the location - message waiting indicator (MWI) function not available for nonintegrated voice mailboxes.
Requests for non-standard services should be directed to the Customer Service Center (CSC) at the number listed below.
Top of page
What Should You Expect?
Top of page
- BCCS monitoring of project installation and activation status
- Consultation with Communication Systems Specialists (CSS)
- Price quotations for telecommunications services
- Automated billing with accompanying call detail provided by BCCS Business Services
- Detailed trouble tickets documenting repair/maintenance issues through to successful resolution
- Mutually agreed upon due dates for installation and activation
- Voice mail training is provided by BCCS and is available for new voice mail users
- On-site training is provided in Springfield and Chicago for 8 or more individuals
- Training on voice mail systems with EKS/PBX systems are part of the installation and are considered different than the regular voice mail training for Springfield and Chicago.
- For training on stand-alone voice mail or voice mail with EKS/PBX systems, contact your CSS.
- Scheduled voice mail maintenance twice each month: 2nd Saturday at 2:00 AM (Chicago); 4th Saturday at 2:00 AM (Springfield). During the maintenance, the respective systems will not be available
How Can You Help?
Top of page
- Routine review of billing for errors and underutilized services
- Consult agency's assigned Communications System Specialist (CSS) for suggested low-cost alternatives
- Routine review of added special features
- Provide a designated agency contact and related contact information for BCCS to interface with when needed
Voice Mail Rates [PDF, 42KB]
Top of page
Service Order Information
Top of page
- CSC Service Intervals – Target Timelines [PDF, 29KB]
- Provide an authorization (i.e., billing) code for the purpose of billing the usage
- The CSC offers a Telecom Coordinator Guide to CSC Services [PDF, 745KB] that is a handbook with key information and instructions.
- All customer requests for toll free numbers must be channeled through the Telecommunications Coordinator. They must be submitted on a Telecommunications Service Request (TSR). A TSR requires a Telecommunications Coordinator's signature.
- Indicate that the MWI, normally a stuttered dial tone, needs to be activated
- A visual MWI is available on certain telephones (usually on the Meridian 9000 telephone series)
- The TSR should be marked for visual MWI and activation of the "CLASS" feature for an analog telephone
- Also include the first and last names of the designated users per mailbox that is ordered
- If needed, the Operator Escape feature must be included on the TSR
- Attach a P-Phone Key-sheet to the TSR when ordering for P-Phones
- Designate the button for the MWI key
- The Telecommunications Coordinator must indicate Call Forward, No Answer/Call Forward, Busy (CFA/CFB) on the TSR. Otherwise, this will not be activated
Need More Information?
- Customer Service Center (CSC)
In Springfield: 217-524-4784
Other locations: 800-366-8768 (follow prompt selection)
- CSC Staff Directory
- Billing Questions:
- CRF Billing Help Desk: 217-524-9369
- CSC Communications System Specialists (CSS)
- Voice Mail Trouble:
- CSC Help Desk above
Monday through Friday, 8:00 a.m.-5:00 p.m.,
for immediate, on-line support.
Available during non-business hours for emergencies only
Please advise your voice mail users to Keep a Message (press 5) in order to assist the Voice Mail Help Desk to efficiently trace cases of trouble or when they experience any problems with their voice mail messages. The integrity of the user's mailbox will not be compromised and BCCS personnel cannot listen to the personal message. It is imperative, however, that any delayed, cutoff, or poor quality messages be kept so that the originating port can be identified and the trouble resolved.
Top of page