How to set up and use Your Universal Office Telephone Functions

The following are the key steps to starting with the Universal Office services:
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Using the Universal Office on the Web

Setting Up Your Web Portal

To get started, go to our website at Login within the Subscriber Login area, which appears on the top right hand side of the homepage: To Login you need to enter your Genie Account Number (with no spaces or hyphens). Enter your pass code (consists of a 4 digit pass code). Then Click on the Blue Cross. Once you have done this, the Main Account home page will then appear. From here you will be able to manage aspects of your service.
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Main Account Homepage

This is your main account home page. From here you will be able to manage various aspects of your service. The upper right hand of the screen will show you how many unheard voicemails and unread faxes you have received. The first step will be to setup your service in the most effective manner. Click on Settings from either the bar across the top of the page or in the title section.
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Settings is the page you will use to setup and manage your interactions with your Callers. The tool bar on the left margin is designed to give you access to each of function pages including your personal customer information.

Notice your current Genie phone number(s) are displayed in the upper right hand corner. Select Customer Information from the left side margin. Complete all fields and press the Save button.
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Changing Your Password

Select Change Password from the left margin. This is a simple process and can be done as often as you like. Enter your old password. Enter your new password. Enter your new password a second time to confirm, then click on Save and you are done.

We recommend changing your password from the generic one we set to ensure your account privacy.
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Genie Numbers settings

Select Genie Numbers from the left margin of the Settings page to open this page. On the Genie Numbers page, you will see a drop down menu in the middle of the page with your existing number(s). Select a number from this drop down menu that you would like to work with. Press the select button to make your selection from the options available for that Number. These options allow you to decide how Genie greets your callers.

Select Answer with Initial Tone (always recommended). Click Answer with Day Greeting if you want Genie to say - Good morning, good afternoon and good evening. Set your Time Zone from the drop down menu. Choose your Language preference. Click the Save button.

Note: Each number can have different settings. These options may also be changed as many times as required.

To exit from this page, select Genie Number from the tool bar on the left hand side of the page to get back to the main Genie Number page, or press any other desired setting in that tool bar or the tool bar at the top of the page.
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Local Genie Numbers

Click on Get Local Genie Numbers at the bottom of the Genie Number page to select a local number in the desired area code location. You can also click select by Area Code. Click Go, when you have made your choice and a local number will be presented to you. Make a note of this number and then press the Continue button to accept the number. Next Click the Close button and you will be returned to the Genie number screen.
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Setting up FollowMe and Greetings

Select FollowMe and Greetings from the left margins. If you tell Genie how you want your calls handled, she will take care of all the rest. You can take your calls on your cell phone, home number or work, or anywhere else in the world.

Genie uses a Profile to handle your calls. Profiles are used to set Genie's greeting prompt(s), menu options, FollowMe numbers and schedules to specify how your incoming calls will be handled. One of the many advantages of Genie is that you can select a single profile from a list of saved profiles or you may schedule profiles to automatically change your Genie settings to match your daily schedule.

Your Universal Office comes with two default Profiles for your convenience, where one is set with the most commonly used settings. Please feel free to change them by clicking on Properties. You can easily create new profiles by clicking on Copy. Once you have created them, you can rename them e.g. 'Good Evening', etc. for different times of the day or week... (see below for more detail).
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How to Change Status

To change statuses options select the button in front of the status you want to activate and press Active button at the bottom of the page. That profile status will change from inactive to active.
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Editing Statuses

From the FollowMe and Greetings page click on the word Properties associated with the greeting you want to modify. Changes only need to be made in the grey boxes for Greetings Playback, Caller-ID, Answer Options, Announcement Options and Transfer Numbers.
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Greetings Play Back

This section lets you control what your callers hear when calling you: Ask for Language will ask the caller to press 1 for English and press 2 for Spanish.

Automatic will play your greeting immediately. (This is the standard setting). Name then Greeting will state your name followed by the greeting. Silent menu will not give callers options and begin ringing.
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Caller ID

This section lets you control the number that will be presented to you when you receive a call in a FollowMe transfer: Caller’s Telephone Number is your Caller ID number.

Your Genie Toll Free Number is your Genie Account Number e.g. 800 xxx xxxx. Custom Telephone Number allows you to enter one of your local Genie numbers.
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Answer Options

This section lets you turn call screening on or off:

Screen incoming Call will play your greeting to the caller. Direct connect will not screen your calls and ring you directly. Ask for callers Name will ask the caller - Who is calling? Answer with initial Tone will play the Universal Office intro music sound at the beginning of the call.
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Announcement Options

This section lets you control what your caller will hear while they are being connected to you.

Announce your Name will say - you are being connected to [your name]. Say "That Extension" is used only with the Business Packages. Music Only will play our on hold music to your caller while they are being connected to you. Skip Salutation will quietly connect callers (not recommended).
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Transfer Number

When your caller is transferred to your FollowMe numbers; the service will try to reach you, starting with the number in Transfer 1, then Transfer 2 and finally Transfer 3. You must check the Transfer Number box to activate calling that number. If you do not answer after the service has called all activated numbers; your caller will be asked to leave a voice message.

You can control how many times each number rings and optionally, have Genie ask for your password before delivering the call to you.
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Select Email from the left margin. This page is for setting up the forwarding to you of your voice messages and faxes. Additionally, it is for designating your text notification address and enabling faxing from your email.

Enter the email account that you want your voicemail and faxes to go to, in the Primary Email Field. E.g. Enter into the From E-mail field any additional email address you may use to send faxes utilizing your email account. (Your primary e-mail address need not be repeated, you may use any e-mail address).

You may e-mail documents to Genie to send to fax machines. The fax machine number is part of the destination e-mail address. Send the document(s) to i.e. ( Genie recognizes who the e-mail is from by the e-mail addresses that are registered with us.
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Outbound Caller ID

Click Caller-ID from the left margin. This section lets you control the out going phone numbers. Those you are calling will see the following using the various service options:

Notification Callbacks: The number the service calls if you have requested to be called when you receive a voice message.

AudioGrams: The Caller ID used when you send broadcast marketing messages utilizing your Phone books.

Placing a Call: The caller ID is used when you are calling someone through Genie.
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Select Phone Books from the left margin. This page is for creating Phone books. Phone books can be used to call, email or fax groups of people via a single message.
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Creating a Phonebook (This can also be created by phone)

Click the Add button to create a new phonebooks. All accounts are created with a 02- default phonebook. We recommend not using the default phonebook to send messages as it keeps track of all referrals and is automated.

You may create as many phonebooks as you will need. New phonebooks will start with 021 and continue to 0299. The first part of every phonebook is your Genie number. Select Phonebook to add numbers to (fill).
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Adding Numbers

Click the circle in front of the phonebook to which you wish to add numbers. Click the modify button. Choose the type of number you wish to add using the pull down box. You may choose to add other Phonebooks, Genie numbers, Telephone numbers (including fax numbers), or email addresses, then click Add Entry. Complete the fields presented and click Add Telephone Numbers. Repeat step to add additional numbers to this phone book or click Save Phonebook to save the changes or additions to your phone book.
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Naming Phonebooks

Click the circle in front of the phonebook you wish to modify. Click the modify button. Delete the code in the Phonebook Name" box at the top. Enter the name for this phonebook (i.e. Family, Agents, Main Distribution, etc.)

If the phonebook consists of outside telephone numbers, please choose the default Audiogram setting at the bottom of the page.

If you wish to have the names recorded as well as entered, you will need to access the phonebook via the telephone and record the name for each number.
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This page is for sending faxes from your computer and reviewing your Billing and Call Detail reports.
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Sending Faxes

This page is for sending faxes from your computer. Enter the fax number or numbers, separated by commas, that you want to receive your fax into the Fax Number(s) box.

To create a cover page enter Subject and Message information. You may attach up to five documents by clicking the Browse button and search your computer for the document(s) you want to fax. Click Send to fax documents.

(Alternatively, as a shortcut, you can send a fax directly from your email. See E-Mail section for detail.)
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Select Reports from the left margin of the Utilities Settings. This page is to obtain your call detail and billings information. Click on the Call Detail Report Box. Enter the Start Date and End Dates to generate a report for a specific time frame.

There are 3 reports available for your convenience: - Summary - Financial Detail - Calling Detail.

Reports are available in two formats - Check the Spreadsheet Format box to create an Excel file or if a Print type report is all that is needed, don't click box. Finally click Generate to create.
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Accessing Your Genie Mail Account

Select Genie Mail from the black bar at the top of the page. Click on Genie Mail in the title section.

You will need to configure your account the first time you enter your message account. Press Continue.
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Viewing Messages

From your message screen: Click on the Subject Line of the message you want to view. In the lower left corner, click on the .WAV file to hear your messages or the .PDF file to access your fax message.
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Deleting Messages

From your message screen. Check the box(s) for the messages or faxes you want to take action on. Then select the Delete buttons in the upper right hand side.
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Configuring Your POP3 account for Outlook Express

POP3 messages are downloaded directly to, and managed on your local computer. If you change computers, your old messages won't be available to you. Setting up a new POP3 account is usually very easy on most email clients. You will need the following settings to retrieve your GenieMail with POP3: Email Address: GenieNumber@Universal e.g. 8885414040@Universal

Incoming (POP3) Server:
Account Name: Genie02012345678

Use the same password as you use on this website or with your Genie Telephone Number.

A note about Reply – To Addresses. Many email clients will allow you to set a reply-to address for outgoing email. In almost all cases you should leave this blank.

The only reason reply-to should be used, is if you want your recipients to send replies to an address other than the one that sent it. This makes the most sense in the case of mailing lists, where you are sending the message to a large list of people, and they should reply to the same lists and not to you directly.
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Select Miscellaneous from the left margin. This page is for selecting your primary number and setting your time zone:

If you want your messages and faxes automatically forwarded to another Genie account click the Enable Auto-Forwarding box and enter that Genie number in the Box field.

Select Time Zone from the drop down menu.
Choose your language preference for your outbound calls.
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How to use Universal Office Services On The Phone

Your Genie utilizes many menus to help you communicate. This section explains the various menus and their functions. Genie's menus are based on a pioneering menu system called "Collapsing Menus". By using this type of menu system, Genie will only offer you or your caller's relevant options. For example if you turn off the FollowMe service, Genie will not offer your callers the option of "Connecting the call", but will continue to offer to take a message.

The Following are the key steps to continue with Universal Office Phone services:
Choose your language preference for your outbound calls.
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How to Access your Universal Office

  1. Dial your Genie Number (you should program your phone (s) to call your Genie number automatically in quick dial mode for fast access.)
  2. Press the star (*) key
  3. Enter your passcode (pin number)
  4. Press the pound (#) key

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Make a phone call

  1. Access your Universal Office.
  2. Press 5 for an outside phone line.
  3. Enter the phone number you wish to dial.
  4. Wait for Universal Office to dial and connect.

NOTE: To make another call do not hang up. Simply press the pound key (#) twice to return to Genie.

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Recording Your Calls

To record a call, press *7 at any time.
Press *7 again to stop recording
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Hold a Conference Call

Types of Conference Calls


  • All conference call charges will be deducted from your Universal Office account
  • Callers are not required to have Universal Office accounts.


  • Each caller is billed for their portion of the conference call time
  • All callers must be Universal Office or Genie subscribers
  • The Host and all conference attendees must dial the same Universal Office number for a Dutch Conference.

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How you HOST the Conference

  1. Dial your Universal Office Number.
  2. Press 6.
  3. Enter Password.
  4. Press #.
  5. Select Conference Type.
  6. Press 1 for a Hosted Conference. Or Press 2 for a Dutch Conference.
  7. Wait for your callers to join

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How Your Guests Join the Conference

  1. Notify Guests of time and date of conference call.
  2. Guests dial your Universal Office Number and press 6.
  3. Guests are now in the Conference Room
  4. EXCEPTION: If Dutch conference
    Guest enters his/her Universal Office Number
    Guest enters password for his/her Universal Office

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Activating a Callback

The Call Back function helps save you money by having Genie call YOU (almost always at a much cheaper rate than you pay in a hotel or foreign location). Genie can call you right away, or at a later time if you choose.

  1. Access your Universal Office
  2. Press 8 for the Option Menu
  3. Press 2 to Activate Callback
  4. Enter phone number for Genie to Call.
  5. Press 1 to Activate Immediately
  6. Press 2 to Schedule Callback for later date and/or time.
  7. Press 9 to exit (Hang up)

Genie will call you back at the designated number at the time you selected. When the callback is made, answer the call, then press the pound key (#) twice to begin making calls.
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Listen to your messages

  1. Access your Universal Office.
  2. Press 1 for the Message Menu.
  3. Select message folder.
  4. Press 1 for New Messages.
  5. Press 2 for Saved Messages.
  6. Listen to message.

During the playback of any message you may:

  • Press * to rewind 2 seconds.
  • Press # to fast forward 2 seconds.
  • Press 0 to pause/un-pause.

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Message Handling Options

After you have listened to a message you can press:

  1. Replay message.
  2. Save message in Saved Folder.
  3. Delete Message.
  4. Hear the time and date of message
  5. Save message in New Folder.
  6. Forward message.
  7. Reply to message.
  8. Add sender to a phonebook.
  9. Exit to User Menu.

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Send a message to another Genie and Phonebook

  1. Access your Universal Office.
  2. Press 4 for Send Message Menu.
  3. Select Message Type.
  4. Press 1 to send to another Genie number or all the numbers listed in a phone book (*02).
  5. Press 4 to send to selected numbers from a phonebook. You will be given the option to select.
  6. Enter Genie number or phonebook (*02) number. (Press # after entering number to show you have finished.)
  7. Record Message. (Press # to stop recording.)
  8. Press 1 to Send.

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Send a message to an outside number

  1. Access your Universal Office.
  2. Press 4 for Send Message Menu.
  3. Press 2 to send to an outside number
  4. Enter outside telephone Number.
  5. Press 1 to accept telephone number or Press 2 to change.
  6. Select Audiogram type:
  7. Press 1 for Private. (Caller must press 1 to accept)
  8. Press 2 for Open. (AudioGram will start when recipient answers phone)
  9. Record the name of recipient (Press # to stop recording)
  10. Record message (press # to stop recording).
  11. Verify Name and Message
  12. Select Delivery Method
  13. Press 1 to send immediately
  14. Press 2 to schedule delivery

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To respond to a Page

  1. Access your Universal Office
  2. Press 3 to Review Call Return Numbers (Paging Menu)
  3. Press * (star) to Return Call.

Other Options Are:

  1. Press 1 to Repeat Call Return Number.
  2. Press 2 for Next Call Return Number.
  3. Press 3 to Delete Call Return Number.
  4. Press 4 for time and date.
  5. Press 5 to Save Call Return Number as New.
  6. Press 6 to Respond to Call Return Number.
  7. Press 7 to Forward Call Return Number.
  8. Press 8 to Add Sender to Phonebook.
  9. Press 9 to Exit.

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Retrieve your Faxes

  1. Access your Universal Office.
  2. Press 2 for the Fax Menu.
  3. Listen to Fax Document Information.
  4. Press * to Retrieve Fax Document.
  5. Select Fax Delivery Method
  6. Press 1 to fax.
  7. Press 2 to fax phone.
  8. Press 3 for email delivery
  9. Repeat for all Fax Documents.

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Sending your Faxes (Fax-o-Gram)

  1. Access your Universal Office
  2. Press 4 for Send Message
  3. Press 3 to send a Fax
  4. Press 1 to confirm calling from a Fax Machine.
  5. Enter Fax telephone number or Genie number (Area Code + telephone number) Verify Number.
  6. Press 1 to continue.
  7. Press 1 to send Immediately, Press Start Button
  8. Or Press 2 to schedule delivery
  9. Enter delivery options, Press Start Button 5.
  10. Press 2 to change Fax recipient.

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Phonebooks (via Phone)

Create a New Phonebook

  1. Access your Universal Office.
  2. Press 8 for the Option Menu.
  3. Press 1 to Use Phonebook (Phonebook Menu).
  4. Press 4 to Create Phonebook.
  5. Select Phonebook Type.
    Press 1 for On-System Phonebook (other Genie numbers).
    Press 2 for Off-System Phonebook (external phone numbers).
  6. Record a Name for new phonebook.
  7. Universal Office will issue phonebook Number
  8. Universal Office will take you back to the Phonebook Menu.
  9. You MUST Modify the new phonebook to add numbers.

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Modify Phonebook

  1. Access your Universal Office.
  2. Press 8 for the Option Menu.
  3. Press 1 to Use Phonebook (Phonebook Menu).
  4. Select Phonebook To Modify.
    Press 1 to select MAIN Phonebook (*02).
    Press 2 to select a specific phonebook.
    (Enter phonebook number.)
    Press 3 to select from a list of phonebooks
    Universal Office will list all your phonebooks.
    Press 1 to select a phonebook or Press 2 to list next phone book.
  5. Follow prompts to add, delete or edit phonebook numbers.

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Changing Your Universal Office Options

Re-Record Welcome Greeting

  1. Access your Universal Office.
  2. Press 8 for the Option Menu.
  3. Press 3 to change options.
  4. Press 1 to For Change Greeting Menu.
  5. Press 2 to Re-Record your Welcome Greeting.
  6. Follow Prompts and save New Welcome Greeting.

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Change Your Password

  1. Access your Universal Office
  2. Press 8 for the Option Menu
  3. Press 3 to change options
  4. Press 3 again to Enter New Password
  5. Confirm New Password

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Recover Deleted Messages

  1. Press 6 to recover deleted messages.
  2. Enter how many hours to retrieve message for (up to 48).
  3. Press 8 for the Option Menu.

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Change Your Follow-Me/Change Active Greeting

  1. Access Your Universal Office
  2. Press 6 to select type of change.
  3. Press 1 to change Follow Me
  4. Press 1 to Change 1st Follow Me Number
  5. Press 2 to Change 2nd Follow Me Number
  6. Press 3 to Change 3rd Follow Me Number
  7. Press 9 to Exit
  8. Press 2 to Change Active Greeting
  9. Enter Greeting Number to make "Active"
  10. Press * (star) to select from a list of all Greetings

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How to Contact Customer Services

If you have any problems in understanding any function within our Menus please contact Customer Services by the following:

Call any of your Genie numbers. As soon as you connect and hear the greeting start, simply press Zero & you will be taken to the Customer Service menu.

Send a message by email to Service@Universal

No matter which way you use to contact customer service, please be sure to include your First Name, Last Name, and your Genie account number.

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