VOS3000 IVR Voicemail Navigation: Flexible Key Mapping Configuration
When a user dials into their VOS3000 voicemail box to listen to messages, how do they navigate between messages, replay a message, delete unwanted messages, or find out who called? The VOS3000 IVR voicemail navigation system maps specific DTMF keys to voicemail actions, providing a complete keypad-based interface for message management. Understanding these navigation keys is essential for deploying a user-friendly voicemail system that allows callers to efficiently manage their messages without confusion or frustration.
According to the Kunshi IVR Value-Added Service Pack documentation, the VOS3000 IVR voicemail navigation uses specific key assignments for message playback control: # — next message, 0 — return to upper menu, ** — replay current message, *2 — play caller number (during playback), and *1 — delete message (during playback). These keys are designed to be intuitive and follow common telecommunications voicemail conventions.
All data in this guide is sourced exclusively from the Kunshi IVR Value-Added Service Pack documentation — no fabricated values, no guesswork. For expert assistance with your VOS3000 deployment, contact us on WhatsApp at +8801911119966.
Table of ContentsVOS3000 IVR Voicemail Navigation: Flexible Key Mapping Configuration What Is VOS3000 IVR Voicemail Navigation? Why VOS3000 IVR Voicemail Navigation Matters Complete Voicemail Navigation Flow Detailed Key Reference# Key — Next Message / Skip*1 Key — Delete Message (During Playback Only)*2 Key — Play Caller Number (During Playback Only)** Key — Replay Current Message0 Key — Return to Upper Menu Voicemail Navigation and Recording End — # Key Voicemail Navigation Quick Reference Card Common VOS3000 IVR Voicemail Navigation Problems and Solutions Problem 1: Users Cannot Delete Messages After Listening Problem 2: *2 Key Does Not Announce Caller Number Problem 3: # Key Ends Session Prematurely Related VOS3000 IVR Voicemail Navigation System Parameters VOS3000 IVR Voicemail Navigation Best Practices Frequently Asked Questions What are the VOS3000 IVR voicemail navigation keys? Why does *1 not work after the message finishes playing? How do I replay a voicemail message in VOS3000? Can I customize the voicemail navigation keys in VOS3000? Need Professional VOS3000 Setup Support?
What Is VOS3000 IVR Voicemail Navigation?
The VOS3000 IVR voicemail navigation system is the DTMF-based interface that allows voicemail users to interact with their stored messages using their phone keypad. When a user dials their voicemail access number, the IVR module plays the voicemail welcome audio (configured via IVR_VOICEMAILWELCOME), announces the number of new messages, and begins playing the first message. During and between message playback, the user can press specific keys to control the voicemail experience.
According to the IVR documentation, the complete voicemail navigation key mapping is:
Critical timing rule: The IVR documentation explicitly states that the *1 (delete) and *2 (play caller number) keys only work during message playback. If the user waits until the message has finished playing before pressing these keys, they will have no effect. This is an important design consideration — users must be trained to press *1 or *2 while the message audio is still playing. This is a common source of user confusion and should be clearly communicated in the voicemail welcome prompt.
Why VOS3000 IVR Voicemail Navigation Matters
A well-designed VOS3000 IVR voicemail navigation system is critical for user adoption and satisfaction:
User efficiency: Clear, intuitive key mappings allow users to quickly manage their voicemail without frustration or confusion
Storage management: The delete key (*1) enables users to free up mailbox space, preventing “mailbox full” conditions
Caller identification: The *2 key helps users identify who left a message, which is essential for prioritizing callbacks
Message control: Navigation keys give users full control over playback — skip, replay, or return to menu — creating a professional voicemail experience
Training requirement: Understanding the timing constraints of *1 and *2 is essential for user training and support
Complete Voicemail Navigation Flow
Here is the complete VOS3000 IVR voicemail navigation flow as described in the IVR documentation, from the moment a user dials the voicemail access number to the end of the session:
VOS3000 IVR Voicemail Navigation — Complete Flow:
User dials voicemail access number (e.g., 924)
│
▼
IVR_VOICEMAILWELCOME audio plays
“Welcome to your voicemail”
│
▼
System announces: “You have X new messages”
│
▼
BEGIN MESSAGE PLAYBACK LOOP
│
├── Play Message 1
│ │ “Message from [caller number or unknown]…”
│ │ [Message audio plays…]
│ │
│ │ During playback:
│ │ ├── Press # → Skip to next message
│ │ ├── Press *1 → Delete this message
│ │ ├── Press *2 → Hear caller number
│ │ ├── Press 0 → Return to upper menu
│ │ └── Wait → Message plays to completion
│ │
│ │ After playback completes:
│ │ ├── Press # → Next message
│ │ ├── Press ** → Replay this message
│ │ ├── Press 0 → Return to upper menu
│ │ ├── Press *1 → NO EFFECT (too late)
│ │ └── Press *2 → NO EFFECT (too late)
│ │
│ ▼
│ (If # pressed or message completes → next message)
│
├── Play Message 2
│ │ [Same navigation options as above]
│ │
│ ▼
│ …continue through all messages…
│
▼
ALL MESSAGES PLAYED
│
└── “All messages have been played”
│
▼
Voicemail session ends
Important note on # key behavior: The IVR documentation specifies that when there is only one message and the user presses #, it “directly interrupts the current message and plays ‘messages playback complete’” (留言播放完毕). This means the # key serves a dual function: when multiple messages exist, it skips to the next message; when only one message exists, it ends the playback session entirely.
Detailed Key Reference
# Key — Next Message / Skip
The # key is the primary navigation key in the VOS3000 IVR voicemail navigation system. According to the IVR documentation, pressing # allows the user to “listen to the next message” (收听下一条留言). The key can be pressed during message playback to skip the current message and jump to the next one, or after a message has finished playing to advance to the next message.
# key behavior details:
ScenarioWhen # Is PressedResultDuring message, more messages remainWhile audio is playingCurrent message interrupted, next message starts playing After message, more messages remainAfter audio completesNext message starts playing Only one message existsDuring or after playbackMessage interrupted, “All messages played” announced Last message playingDuring final messageMessage interrupted, “All messages played” announced
*1 Key — Delete Message (During Playback Only)
The *1 key deletes the currently playing voicemail message. According to the IVR documentation, pressing *1 allows the user to “delete the message” (删除留言), but it can only be pressed while listening to the message (只能在听的时候按*1删除). If the user presses *1 after the message has finished playing, it has no effect. This timing constraint is a critical usability consideration.
Delete key design rationale:
Accidental deletion prevention: By requiring the user to press *1 during playback, the system ensures the user is actively engaged with the message and making a deliberate deletion decision
Context-aware action: The during-playback requirement ensures the user knows exactly which message they are deleting because they are currently listening to it
User training critical: Users must be informed that *1 only works during playback, or they may attempt to delete messages after listening and become frustrated when the key appears unresponsive
*2 Key — Play Caller Number (During Playback Only)
The *2 key plays the phone number of the person who left the current voicemail message. According to the IVR documentation, pressing *2 allows the user to “play the message sender’s number” (播放留言来自号码). Like *1, this key can only be pressed while the message is playing — pressing *2 after playback ends has no effect.
Caller number key usage scenarios:
Unknown caller: When the caller’s number is not announced at the beginning of the message, *2 reveals who left the message
Number verification: Users can press *2 to verify the caller’s number for callback purposes
Priority assessment: Knowing who left the message helps the user decide whether to call back immediately or defer
Timing reminder: Users must press *2 while the message is still playing — waiting until after playback ends means the opportunity is lost
** Key — Replay Current Message
The ** (double star) key replays the current voicemail message from the beginning. According to the IVR documentation, pressing ** allows the user to “listen to the message again” (重新收听留言). Unlike *1 and *2, the ** key works after the message has finished playing, giving the user the opportunity to replay a message they want to hear again.
0 Key — Return to Upper Menu
The 0 key returns the user to the upper menu level in the IVR flow. According to the IVR documentation, pressing 0 allows the user to “return to the upper menu” (返回上层菜单). This is useful when the user wants to exit the voicemail playback interface and return to a higher-level IVR menu, such as the main voicemail menu or the phone service menu. The 0 key works at any time during the voicemail navigation session.
Voicemail Navigation and Recording End — # Key
The # key also plays a role in the voicemail recording process. According to the IVR documentation, when a caller is leaving a voicemail message, the system prompts: “Please leave a message after the tone, press # to end recording” (请在嘀声后留言，按#号结束留言). This means the # key serves a dual purpose in the VOS3000 IVR voicemail navigation system: it ends recording when leaving a message, and it advances to the next message when listening to messages.
Complete # key functions:
Context# Key FunctionDescription Recording a voicemailEnd recordingCaller presses # to signal they are done leaving their message; recording stops and message is saved Listening to voicemailNext message / SkipUser presses # to skip the current message and advance to the next one; if last message, playback ends
Design consistency: Using the same key (#) for both ending recording and advancing to the next message is a common telecommunications convention that most users are already familiar with from mobile phone voicemail systems. This consistency reduces the learning curve for new users of the VOS3000 IVR voicemail navigation system. For more on voicemail configuration, see our VOS3000 IVR voicemail system guide.
Voicemail Navigation Quick Reference Card
Here is a quick reference card that can be provided to voicemail users as a training aid for the VOS3000 IVR voicemail navigation system:
KeyActionWorks WhenImportant Notes#Next messageDuring or after playbackAlso ends recording when leaving a message**Replay messageAfter playbackReplays the current message from the beginning*2Hear caller number During playback ONLYMust press while message is playing — no effect after*1Delete message During playback ONLYMust press while message is playing — no effect after0Return to menuAny timeReturns to the upper IVR menu level
For assistance with VOS3000 IVR voicemail navigation configuration, contact us on WhatsApp at +8801911119966.
Common VOS3000 IVR Voicemail Navigation Problems and Solutions
Problem 1: Users Cannot Delete Messages After Listening
Symptom: Users listen to a voicemail message, then press *1 to delete it, but the message is not deleted. The *1 key appears to have no effect.
Cause: This is the most common VOS3000 IVR voicemail navigation issue. The *1 (delete) key only works during message playback, not after the message has finished. The IVR documentation explicitly states that *1 can only be pressed “while listening” (只能在听的时候按*1删除). Users who wait until the message is complete before pressing *1 will find the key unresponsive.
Solutions:
Update the voicemail welcome audio (IVR_VOICEMAILWELCOME) to clearly instruct users: “To delete a message, press *1 while the message is playing”
Train users to press *1 during playback, not after the message ends
If users frequently miss the deletion window, consider designing a post-playback confirmation menu that includes a delete option
Problem 2: *2 Key Does Not Announce Caller Number
Symptom: A user presses *2 during message playback expecting to hear the caller’s phone number, but nothing happens or the key has no effect.
Cause: The *2 key only works during active message playback. If the user presses *2 even slightly after the message audio has completed, the key will not function. Additionally, if the caller’s number was not captured in the voicemail metadata (e.g., the caller blocked their caller ID), the system may not have a number to announce.
Solutions:
Train users to press *2 quickly while the message is still actively playing
Ensure the voicemail system is capturing caller ID information from the inbound call
Verify that caller ID is being passed correctly through the VOS3000 caller ID management configuration
Problem 3: # Key Ends Session Prematurely
Symptom: A user with only one voicemail message presses # to skip, expecting to hear the next message, but instead hears “All messages played” and the voicemail session ends.
Cause: This is by design according to the IVR documentation. When only one message exists, pressing # directly interrupts the current message and plays the “messages playback complete” announcement. This behavior is consistent with the # key’s function of advancing to the next message — when there is no next message, playback naturally ends.
Solutions:
Inform users that # skips to the next message — if there is only one message, # will end the session
If users want to replay the current message instead of skipping, they should press ** (replay) instead of #
Consider updating the voicemail welcome prompt to include guidance on navigation key behavior
Related VOS3000 IVR Voicemail Navigation System Parameters
The VOS3000 IVR voicemail navigation experience is affected by several voicemail system parameters that control message storage and access. These parameters work together with the navigation keys to define the complete voicemail user experience:
All parameters are located at: Operation management → Softswitch management → Additional settings → Audio service parameter (Section 4.3.5.3). For complete voicemail parameter details, see our VOS3000 IVR voicemail system guide.
VOS3000 IVR Voicemail Navigation Best Practices
Follow these best practices to ensure an optimal VOS3000 IVR voicemail navigation experience for your users:
Best PracticeRecommendationBenefit Clear welcome promptCustomize IVR_VOICEMAILWELCOME audio to include navigation key instructionsUsers know which keys to press without external reference Emphasize timing rulesClearly state that *1 and *2 must be pressed during playbackPrevents frustration from users trying to delete or identify messages after playback Provide reference cardGive users a quick reference card listing all navigation keysUsers have a handy guide for key functions during voicemail access Set appropriate MAX_TIMEConfigure IVR_VOICEMAIL_MAX_TIME to allow reasonable message lengthLonger playback = more time window for *1 and *2 key presses Verify DTMF detectionEnsure * and # keys are properly detected — test IVR_PARSE_DTMF_MODENavigation keys that depend on * and # will not work if DTMF detection is misconfigured
Frequently Asked Questions
What are the VOS3000 IVR voicemail navigation keys?
The VOS3000 IVR voicemail navigation system uses five key mappings as documented in the IVR Value-Added Service Pack: # — next message (skip to the next voicemail), 0 — return to upper menu, ** — replay current message, *2 — play caller number (during playback only), and *1 — delete message (during playback only). The # key also serves double duty as the end-recording key when leaving a voicemail. These keys are fixed in the IVR documentation and provide a complete navigation interface for voicemail message management.
Why does *1 not work after the message finishes playing?
The *1 (delete) key in the VOS3000 IVR voicemail navigation system is designed to work only during active message playback, as explicitly stated in the IVR documentation: “Can only press *1 to delete while listening” (只能在听的时候按*1删除). This design ensures that users are actively engaged with the message when they delete it, preventing accidental deletion of messages they have not yet heard. If you need to delete a message after it has finished playing, you must first replay it by pressing **, and then press *1 while the replayed message is playing. This is a deliberate design choice for safety and context awareness.
How do I replay a voicemail message in VOS3000?
To replay a voicemail message in the VOS3000 IVR voicemail navigation system, press ** (double star) after the message has finished playing. This will restart the current message from the beginning. The ** key works after message playback has completed, unlike *1 and *2 which only work during playback. If you want to replay a message you have already skipped past, you will need to access the voicemail system again and navigate to that message, as there is no “previous message” key in the standard navigation set.
Can I customize the voicemail navigation keys in VOS3000?
The VOS3000 IVR voicemail navigation key mappings (#, 0, **, *1, *2) are defined in the IVR Value-Added Service Pack module and follow standard telecommunications voicemail conventions. The VOS3000 manual does not document a configuration interface for changing these specific key assignments. The navigation keys are embedded in the IVR voicemail flow logic. If you need custom key mappings for accessibility or business-specific reasons, you would need to work with the VOS3000 IVR module customization capabilities. For assistance with voicemail navigation configuration, contact us on WhatsApp at +8801911119966.
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