Frequently Asked Questions about Microsoft Exchange Unified Messaging (EUM)

What is Microsoft Exchange Unified Messaging (EUM)?
Microsoft Exchange Unified Messaging (EUM) is a voicemail system that provides customers with the ability to access and manage their voicemail through their desk phones, mobile phones, Microsoft Outlook clients, or the Outlook Web App (OWA).

Who can use EUM?
EUM is currently available for free to all USC faculty and staff with a single phone line on an opt-in basis. EUM will become available to customers with multiple phone lines, automated attendants, and departmental phone numbers at a later date.

How do I request EUM?
To request EUM, contact your department’s telecommunications coordinator. Your coordinator should then submit a request via a Communication Service Request (CSR) (USC Login Required). A member of the ITS Communications Services team will contact you to complete the request.

Will my voicemail from my previous voicemail system be transferred to EUM?
No. We are not able to transfer any voicemails from your previous mailbox to EUM. Any messages that are saved in your previous mailbox will be removed after 14 days.

How do I access and set up my EUM voicemail for the first time?
Once your EUM service is initialized by ITS, you will receive an email titled “Welcome to Exchange Unified Messaging” that will contain inform on how to set up your new voicemail. Fast start instructions for EUM are also available at itservices.usc.edu/telecom/voicemail.

How do I access my EUM voicemail on the Outlook Web App (OWA) or from an email client?
With EUM, your voicemails will now be available from your USC Office 365 email account. To listen to a voicemail, open the email and click the recording link. For information on configuring your voicemail options from the Outlook Web App (OWA), see the fast start instructions available at itservices.usc.edu/telecom/voicemail.

Additional information on the voicemail options available through OWA can be found at itservices.usc.edu/eumoptions.

How do I access my EUM voicemail or set my voicemail options from a desktop or mobile phone?
For information on accessing your EUM voicemail and configuring your voicemail options from your office or mobile phone, see the Quick Start Guide for Outlook Voice Access.

How do I determine what number I dial to access EUM from a desktop or mobile phone?
If your USC telephone is an AVAYA-branded phone, you will dial 213-821-8000 to access EUM voicemail. If your USC telephone is not an AVAYA-branded phone, you will dial 213 821-1000 to access EUM voicemail.

How do I get additional assistance with EUM?
For additional information on EUM and other voicemail systems, see itservices.usc.edu/telecom/voicemail.

For additional assistance with EUM and other voicemail systems, please contact the ITS Communications Services Group at 213-740-3814 or by submitting a Communication Service Request (CSR) (USC Login Required).