Thanks guys for the input. I don't know how to terminal into the voicemail at all or whether we have a modem. I have seen other people connect a laptop to the big grey Vodavi box, but I don't know how to do it and would be afraid of causing more problems.

I do think the original installer set up our voicemail strangely, but I have been told it did work properly once upon a time.

I don't think it's flash voicemail. It doesn't repeat the message at all. The message that our customers get on the main voicemail should be something internal (since it asks about having a mail box on the system) and was in fact what we contacted the new tech to change, but he was uncertain how. Shouldn't the main voicemail allow you to leave a message without having to transfer to another mail box?

Is there any way to find out what the administrator mailbox is without going back to the new technician? I don't think my boss is going to pay someone again for what this other guy already did.