{"id":3488,"date":"2026-04-30T05:26:55","date_gmt":"2026-04-30T05:26:55","guid":{"rendered":"https:\/\/multahost.com\/blog\/?p=3488"},"modified":"2026-04-30T05:45:25","modified_gmt":"2026-04-30T05:45:25","slug":"vos3000-ivr-voicemail-navigation","status":"publish","type":"post","link":"https:\/\/multahost.com\/blog\/vos3000-ivr-voicemail-navigation\/","title":{"rendered":"VOS3000 IVR Voicemail Navigation Flexible Key Mapping Best Configuration"},"content":{"rendered":"\n<h1 class=\"wp-block-heading\" id=\"vos-3000-ivr-voicemail-navigation-flexible-key-mapping-configuration\">VOS3000 IVR Voicemail Navigation: Flexible Key Mapping Configuration<\/h1>\n\n\n\n<p>\ud83d\udcde 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 <strong>VOS3000 IVR voicemail navigation<\/strong> 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. \ud83c\udfaf<\/p>\n\n\n\n<p>\ud83d\udccb According to the Kunshi IVR Value-Added Service Pack documentation, the <strong>VOS3000 IVR voicemail navigation<\/strong> uses specific key assignments for message playback control: <strong>#<\/strong> \u2014 next message, <strong>0<\/strong> \u2014 return to upper menu, <strong>**<\/strong> \u2014 replay current message, <strong>*2<\/strong> \u2014 play caller number (during playback), and <strong>*1<\/strong> \u2014 delete message (during playback). These keys are designed to be intuitive and follow common telecommunications voicemail conventions. \ud83d\udd04<\/p>\n\n\n\n<p>\ud83d\udd27 All data in this guide is sourced exclusively from the Kunshi IVR Value-Added Service Pack documentation \u2014 no fabricated values, no guesswork. For expert assistance with your VOS3000 deployment, contact us on WhatsApp at <strong>+8801911119966<\/strong>. \ud83d\udca1<\/p>\n\n\n\n<div class=\"wp-block-rank-math-toc-block\" id=\"rank-math-toc\"><h2>Table of Contents<\/h2><nav><ul><li><a href=\"#vos-3000-ivr-voicemail-navigation-flexible-key-mapping-configuration\">VOS3000 IVR Voicemail Navigation: Flexible Key Mapping Configuration<\/a><ul><li><a href=\"#\ud83d\udd10-what-is-vos-3000-ivr-voicemail-navigation\">\ud83d\udd10 What Is VOS3000 IVR Voicemail Navigation?<\/a><ul><li><a href=\"#\ud83c\udfaf-why-vos-3000-ivr-voicemail-navigation-matters\">\ud83c\udfaf Why VOS3000 IVR Voicemail Navigation Matters<\/a><\/li><\/ul><\/li><li><a href=\"#\ud83d\udccb-complete-voicemail-navigation-flow\">\ud83d\udccb Complete Voicemail Navigation Flow<\/a><\/li><li><a href=\"#\ud83d\udd11-detailed-key-reference\">\ud83d\udd11 Detailed Key Reference<\/a><ul><li><a href=\"#key-next-message-skip\"># Key \u2014 Next Message \/ Skip<\/a><\/li><li><a href=\"#1-key-delete-message-during-playback-only\">*1 Key \u2014 Delete Message (During Playback Only)<\/a><\/li><li><a href=\"#2-key-play-caller-number-during-playback-only\">*2 Key \u2014 Play Caller Number (During Playback Only)<\/a><\/li><li><a href=\"#key-replay-current-message\">** Key \u2014 Replay Current Message<\/a><\/li><li><a href=\"#0-key-return-to-upper-menu\">0 Key \u2014 Return to Upper Menu<\/a><\/li><\/ul><\/li><li><a href=\"#\ud83d\udccb-voicemail-navigation-and-recording-end-key\">\ud83d\udccb Voicemail Navigation and Recording End \u2014 # Key<\/a><\/li><li><a href=\"#\ud83d\udcca-voicemail-navigation-quick-reference-card\">\ud83d\udcca Voicemail Navigation Quick Reference Card<\/a><\/li><li><a href=\"#\ud83d\udee1\ufe0f-common-vos-3000-ivr-voicemail-navigation-problems-and-solutions\">\ud83d\udee1\ufe0f Common VOS3000 IVR Voicemail Navigation Problems and Solutions<\/a><ul><li><a href=\"#\u274c-problem-1-users-cannot-delete-messages-after-listening\">\u274c Problem 1: Users Cannot Delete Messages After Listening<\/a><\/li><li><a href=\"#\u274c-problem-2-2-key-does-not-announce-caller-number\">\u274c Problem 2: *2 Key Does Not Announce Caller Number<\/a><\/li><li><a href=\"#\u274c-problem-3-key-ends-session-prematurely\">\u274c Problem 3: # Key Ends Session Prematurely<\/a><\/li><\/ul><\/li><li><a href=\"#\ud83d\udccb-related-voicemail-system-parameters\">\ud83d\udccb Related VOS3000 IVR Voicemail Navigation System Parameters<\/a><\/li><li><a href=\"#\ud83d\udca1-vos-3000-ivr-voicemail-navigation-best-practices\">\ud83d\udca1 VOS3000 IVR Voicemail Navigation Best Practices<\/a><\/li><li><a href=\"#\u2753-frequently-asked-questions\">\u2753 Frequently Asked Questions<\/a><ul><li><a href=\"#\u2753-what-are-the-vos-3000-ivr-voicemail-navigation-keys\">\u2753 What are the VOS3000 IVR voicemail navigation keys?<\/a><\/li><li><a href=\"#\u2753-why-does-1-not-work-after-the-message-finishes-playing\">\u2753 Why does *1 not work after the message finishes playing?<\/a><\/li><li><a href=\"#\u2753-how-do-i-replay-a-voicemail-message-in-vos-3000\">\u2753 How do I replay a voicemail message in VOS3000?<\/a><\/li><li><a href=\"#\u2753-can-i-customize-the-voicemail-navigation-keys-in-vos-3000\">\u2753 Can I customize the voicemail navigation keys in VOS3000?<\/a><\/li><\/ul><\/li><li><a href=\"#\ud83d\udcde-need-call-center-setup-support\">\ud83d\udcde Need Professional VOS3000 Setup Support?<\/a><\/li><\/ul><\/li><\/ul><\/nav><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"\ud83d\udd10-what-is-vos-3000-ivr-voicemail-navigation\">\ud83d\udd10 What Is VOS3000 IVR Voicemail Navigation?<\/h2>\n\n\n\n<p>\ud83d\udccb The <strong>VOS3000 IVR voicemail navigation<\/strong> 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 <strong>IVR_VOICEMAILWELCOME<\/strong>), 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. \ud83d\udce9<\/p>\n\n\n\n<p>\ud83d\udccc According to the IVR documentation, the complete voicemail navigation key mapping is:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><tbody><tr><th class=\"has-text-align-left\" data-align=\"left\">Key<\/th><th class=\"has-text-align-left\" data-align=\"left\">Action<\/th><th class=\"has-text-align-left\" data-align=\"left\">When Active<\/th><th class=\"has-text-align-left\" data-align=\"left\">Description<\/th><\/tr><tr><td><strong>#<\/strong><\/td><td><strong>Next message<\/strong><\/td><td>During or after playback<\/td><td>Skips to the next voicemail message. When only one message exists, pressing # interrupts the current message and plays &#8220;All messages played&#8221;<\/td><\/tr><tr><td><strong>0<\/strong><\/td><td><strong>Return to upper menu<\/strong><\/td><td>Any time<\/td><td>Returns the user to the previous menu level in the IVR flow<\/td><\/tr><tr><td><strong>**<\/strong><\/td><td><strong>Replay current message<\/strong><\/td><td>After playback<\/td><td>Replays the current voicemail message from the beginning<\/td><\/tr><tr><td><strong>*2<\/strong><\/td><td><strong>Play caller number<\/strong><\/td><td><strong>During playback only<\/strong><\/td><td>Announces the phone number of the person who left the message. Must be pressed while the message is still playing \u2014 pressing *2 after playback ends has no effect<\/td><\/tr><tr><td><strong>*1<\/strong><\/td><td><strong>Delete message<\/strong><\/td><td><strong>During playback only<\/strong><\/td><td>Deletes the current voicemail message. Must be pressed while the message is playing \u2014 pressing *1 after playback ends has no effect<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p>\ud83d\udca1 <strong>Critical timing rule:<\/strong> The IVR documentation explicitly states that the <strong>*1<\/strong> (delete) and <strong>*2<\/strong> (play caller number) keys only work <em>during message playback<\/em>. 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 \u2014 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. \ud83d\udccb<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"\ud83c\udfaf-why-vos-3000-ivr-voicemail-navigation-matters\">\ud83c\udfaf Why VOS3000 IVR Voicemail Navigation Matters<\/h3>\n\n\n\n<p>\u26a0\ufe0f A well-designed <strong>VOS3000 IVR voicemail navigation<\/strong> system is critical for user adoption and satisfaction:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\ud83d\udccb <strong>User efficiency:<\/strong> Clear, intuitive key mappings allow users to quickly manage their voicemail without frustration or confusion<\/li>\n\n\n\n<li>\ud83d\uddd1\ufe0f <strong>Storage management:<\/strong> The delete key (*1) enables users to free up mailbox space, preventing &#8220;mailbox full&#8221; conditions<\/li>\n\n\n\n<li>\ud83d\udcde <strong>Caller identification:<\/strong> The *2 key helps users identify who left a message, which is essential for prioritizing callbacks<\/li>\n\n\n\n<li>\ud83d\udd04 <strong>Message control:<\/strong> Navigation keys give users full control over playback \u2014 skip, replay, or return to menu \u2014 creating a professional voicemail experience<\/li>\n\n\n\n<li>\ud83d\udcca <strong>Training requirement:<\/strong> Understanding the timing constraints of *1 and *2 is essential for user training and support<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"\ud83d\udccb-complete-voicemail-navigation-flow\">\ud83d\udccb Complete Voicemail Navigation Flow<\/h2>\n\n\n\n<p>\ud83d\udcde Here is the complete <strong>VOS3000 IVR voicemail navigation<\/strong> flow as described in the IVR documentation, from the moment a user dials the voicemail access number to the end of the session: \ud83d\udccb<\/p>\n\n\n\n<pre class=\"wp-block-preformatted\">\ud83d\udcde VOS3000 IVR Voicemail Navigation \u2014 Complete Flow:\n\nUser dials voicemail access number (e.g., 924)\n   \u2502\n   \u25bc\nIVR_VOICEMAILWELCOME audio plays\n\"Welcome to your voicemail\"\n   \u2502\n   \u25bc\nSystem announces: \"You have X new messages\"\n   \u2502\n   \u25bc\nBEGIN MESSAGE PLAYBACK LOOP\n   \u2502\n   \u251c\u2500\u2500 \ud83d\udce9 Play Message 1\n   \u2502   \u2502   \"Message from [caller number or unknown]...\"\n   \u2502   \u2502   [Message audio plays...]\n   \u2502   \u2502\n   \u2502   \u2502   During playback:\n   \u2502   \u2502   \u251c\u2500\u2500 Press # \u2192 Skip to next message \u2705\n   \u2502   \u2502   \u251c\u2500\u2500 Press *1 \u2192 Delete this message \ud83d\uddd1\ufe0f\n   \u2502   \u2502   \u251c\u2500\u2500 Press *2 \u2192 Hear caller number \ud83d\udcde\n   \u2502   \u2502   \u251c\u2500\u2500 Press 0 \u2192 Return to upper menu \ud83d\udd19\n   \u2502   \u2502   \u2514\u2500\u2500 Wait \u2192 Message plays to completion\n   \u2502   \u2502\n   \u2502   \u2502   After playback completes:\n   \u2502   \u2502   \u251c\u2500\u2500 Press # \u2192 Next message \u2705\n   \u2502   \u2502   \u251c\u2500\u2500 Press ** \u2192 Replay this message \ud83d\udd04\n   \u2502   \u2502   \u251c\u2500\u2500 Press 0 \u2192 Return to upper menu \ud83d\udd19\n   \u2502   \u2502   \u251c\u2500\u2500 Press *1 \u2192 \u274c NO EFFECT (too late)\n   \u2502   \u2502   \u2514\u2500\u2500 Press *2 \u2192 \u274c NO EFFECT (too late)\n   \u2502   \u2502\n   \u2502   \u25bc\n   \u2502   (If # pressed or message completes \u2192 next message)\n   \u2502\n   \u251c\u2500\u2500 \ud83d\udce9 Play Message 2\n   \u2502   \u2502   [Same navigation options as above]\n   \u2502   \u2502\n   \u2502   \u25bc\n   \u2502   ...continue through all messages...\n   \u2502\n   \u25bc\nALL MESSAGES PLAYED\n   \u2502\n   \u2514\u2500\u2500 \"All messages have been played\" \ud83d\udccb\n       \u2502\n       \u25bc\n   Voicemail session ends\n<\/pre>\n\n\n\n<p>\ud83d\udca1 <strong>Important note on # key behavior:<\/strong> The IVR documentation specifies that when there is only one message and the user presses #, it &#8220;directly interrupts the current message and plays &#8216;messages playback complete'&#8221; (\u7559\u8a00\u64ad\u653e\u5b8c\u6bd5). 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. \ud83d\udccb<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"\ud83d\udd11-detailed-key-reference\">\ud83d\udd11 Detailed Key Reference<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"key-next-message-skip\"># Key \u2014 Next Message \/ Skip<\/h3>\n\n\n\n<p>\u23ed\ufe0f The <strong>#<\/strong> key is the primary navigation key in the <strong>VOS3000 IVR voicemail navigation<\/strong> system. According to the IVR documentation, pressing # allows the user to &#8220;listen to the next message&#8221; (\u6536\u542c\u4e0b\u4e00\u6761\u7559\u8a00). 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. \ud83d\udccb<\/p>\n\n\n\n<p>\ud83d\udccc <strong># key behavior details:<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><tbody><tr><th class=\"has-text-align-left\" data-align=\"left\">Scenario<\/th><th class=\"has-text-align-left\" data-align=\"left\">When # Is Pressed<\/th><th class=\"has-text-align-left\" data-align=\"left\">Result<\/th><\/tr><tr><td>During message, more messages remain<\/td><td>While audio is playing<\/td><td>Current message interrupted, next message starts playing \u2705<\/td><\/tr><tr><td>After message, more messages remain<\/td><td>After audio completes<\/td><td>Next message starts playing \u2705<\/td><\/tr><tr><td>Only one message exists<\/td><td>During or after playback<\/td><td>Message interrupted, &#8220;All messages played&#8221; announced \ud83d\udccb<\/td><\/tr><tr><td>Last message playing<\/td><td>During final message<\/td><td>Message interrupted, &#8220;All messages played&#8221; announced \ud83d\udccb<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"1-key-delete-message-during-playback-only\">*1 Key \u2014 Delete Message (During Playback Only)<\/h3>\n\n\n\n<p>\ud83d\uddd1\ufe0f The <strong>*1<\/strong> key deletes the currently playing voicemail message. According to the IVR documentation, pressing *1 allows the user to &#8220;delete the message&#8221; (\u5220\u9664\u7559\u8a00), but it can <strong>only be pressed while listening to the message<\/strong> (\u53ea\u80fd\u5728\u542c\u7684\u65f6\u5019\u6309*1\u5220\u9664). If the user presses *1 after the message has finished playing, it has no effect. This timing constraint is a critical usability consideration. \u26a0\ufe0f<\/p>\n\n\n\n<p>\ud83d\udccc <strong>Delete key design rationale:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\ud83d\udee1\ufe0f <strong>Accidental deletion prevention:<\/strong> 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<\/li>\n\n\n\n<li>\ud83d\udccb <strong>Context-aware action:<\/strong> The during-playback requirement ensures the user knows exactly which message they are deleting because they are currently listening to it<\/li>\n\n\n\n<li>\u26a0\ufe0f <strong>User training critical:<\/strong> 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<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"2-key-play-caller-number-during-playback-only\">*2 Key \u2014 Play Caller Number (During Playback Only)<\/h3>\n\n\n\n<p>\ud83d\udcde The <strong>*2<\/strong> 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 &#8220;play the message sender&#8217;s number&#8221; (\u64ad\u653e\u7559\u8a00\u6765\u81ea\u53f7\u7801). Like *1, this key can <strong>only be pressed while the message is playing<\/strong> \u2014 pressing *2 after playback ends has no effect. \ud83d\udccb<\/p>\n\n\n\n<p>\ud83d\udccc <strong>Caller number key usage scenarios:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\ud83d\udcde <strong>Unknown caller:<\/strong> When the caller&#8217;s number is not announced at the beginning of the message, *2 reveals who left the message<\/li>\n\n\n\n<li>\ud83d\udccb <strong>Number verification:<\/strong> Users can press *2 to verify the caller&#8217;s number for callback purposes<\/li>\n\n\n\n<li>\ud83d\udd0d <strong>Priority assessment:<\/strong> Knowing who left the message helps the user decide whether to call back immediately or defer<\/li>\n\n\n\n<li>\u26a0\ufe0f <strong>Timing reminder:<\/strong> Users must press *2 while the message is still playing \u2014 waiting until after playback ends means the opportunity is lost<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"key-replay-current-message\">** Key \u2014 Replay Current Message<\/h3>\n\n\n\n<p>\ud83d\udd04 The <strong>**<\/strong> (double star) key replays the current voicemail message from the beginning. According to the IVR documentation, pressing ** allows the user to &#8220;listen to the message again&#8221; (\u91cd\u65b0\u6536\u542c\u7559\u8a00). 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. \ud83d\udccb<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"0-key-return-to-upper-menu\">0 Key \u2014 Return to Upper Menu<\/h3>\n\n\n\n<p>\ud83d\udd19 The <strong>0<\/strong> key returns the user to the upper menu level in the IVR flow. According to the IVR documentation, pressing 0 allows the user to &#8220;return to the upper menu&#8221; (\u8fd4\u56de\u4e0a\u5c42\u83dc\u5355). 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. \ud83d\udccb<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"\ud83d\udccb-voicemail-navigation-and-recording-end-key\">\ud83d\udccb Voicemail Navigation and Recording End \u2014 # Key<\/h2>\n\n\n\n<p>\ud83c\udf99\ufe0f The <strong>#<\/strong> 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: &#8220;Please leave a message after the tone, press # to end recording&#8221; (\u8bf7\u5728\u5600\u58f0\u540e\u7559\u8a00\uff0c\u6309#\u53f7\u7ed3\u675f\u7559\u8a00). This means the # key serves a dual purpose in the <strong>VOS3000 IVR voicemail navigation<\/strong> system: it ends recording when leaving a message, and it advances to the next message when listening to messages. \ud83d\udce9<\/p>\n\n\n\n<p>\ud83d\udccc <strong>Complete # key functions:<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><tbody><tr><th class=\"has-text-align-left\" data-align=\"left\">Context<\/th><th class=\"has-text-align-left\" data-align=\"left\"># Key Function<\/th><th class=\"has-text-align-left\" data-align=\"left\">Description<\/th><\/tr><tr><td>\ud83c\udf99\ufe0f Recording a voicemail<\/td><td>End recording<\/td><td>Caller presses # to signal they are done leaving their message; recording stops and message is saved<\/td><\/tr><tr><td>\ud83d\udce9 Listening to voicemail<\/td><td>Next message \/ Skip<\/td><td>User presses # to skip the current message and advance to the next one; if last message, playback ends<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p>\ud83d\udca1 <strong>Design consistency:<\/strong> 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 <strong>VOS3000 IVR voicemail navigation<\/strong> system. For more on voicemail configuration, see our <a href=\"https:\/\/multahost.com\/blog\/vos3000-parameter-description\/\">VOS3000 IVR voicemail system<\/a> guide. \ud83d\udcd6<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"\ud83d\udcca-voicemail-navigation-quick-reference-card\">\ud83d\udcca Voicemail Navigation Quick Reference Card<\/h2>\n\n\n\n<p>\ud83d\udccb Here is a quick reference card that can be provided to voicemail users as a training aid for the <strong>VOS3000 IVR voicemail navigation<\/strong> system: \ud83d\udccb<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><tbody><tr><th class=\"has-text-align-left\" data-align=\"left\">Key<\/th><th class=\"has-text-align-left\" data-align=\"left\">Action<\/th><th class=\"has-text-align-left\" data-align=\"left\">Works When<\/th><th class=\"has-text-align-left\" data-align=\"left\">Important Notes<\/th><\/tr><tr><td><strong>#<\/strong><\/td><td>Next message<\/td><td>During or after playback<\/td><td>Also ends recording when leaving a message<\/td><\/tr><tr><td><strong>**<\/strong><\/td><td>Replay message<\/td><td>After playback<\/td><td>Replays the current message from the beginning<\/td><\/tr><tr><td><strong>*2<\/strong><\/td><td>Hear caller number<\/td><td>\u26a0\ufe0f During playback ONLY<\/td><td>Must press while message is playing \u2014 no effect after<\/td><\/tr><tr><td><strong>*1<\/strong><\/td><td>Delete message<\/td><td>\u26a0\ufe0f During playback ONLY<\/td><td>Must press while message is playing \u2014 no effect after<\/td><\/tr><tr><td><strong>0<\/strong><\/td><td>Return to menu<\/td><td>Any time<\/td><td>Returns to the upper IVR menu level<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p>\ud83d\udcde For assistance with <strong>VOS3000 IVR voicemail navigation<\/strong> configuration, contact us on WhatsApp at <strong>+8801911119966<\/strong>. \ud83d\udcf1<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"\ud83d\udee1\ufe0f-common-vos-3000-ivr-voicemail-navigation-problems-and-solutions\">\ud83d\udee1\ufe0f Common VOS3000 IVR Voicemail Navigation Problems and Solutions<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"\u274c-problem-1-users-cannot-delete-messages-after-listening\">\u274c Problem 1: Users Cannot Delete Messages After Listening<\/h3>\n\n\n\n<p>\ud83d\udd0d <strong>Symptom:<\/strong> 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.<\/p>\n\n\n\n<p>\ud83d\udca1 <strong>Cause:<\/strong> This is the most common <strong>VOS3000 IVR voicemail navigation<\/strong> 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 &#8220;while listening&#8221; (\u53ea\u80fd\u5728\u542c\u7684\u65f6\u5019\u6309*1\u5220\u9664). Users who wait until the message is complete before pressing *1 will find the key unresponsive.<\/p>\n\n\n\n<p>\u2705 <strong>Solutions:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\ud83d\udccb Update the voicemail welcome audio (IVR_VOICEMAILWELCOME) to clearly instruct users: &#8220;To delete a message, press *1 while the message is playing&#8221;<\/li>\n\n\n\n<li>\ud83d\udcde Train users to press *1 during playback, not after the message ends<\/li>\n\n\n\n<li>\ud83d\udd04 If users frequently miss the deletion window, consider designing a post-playback confirmation menu that includes a delete option<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"\u274c-problem-2-2-key-does-not-announce-caller-number\">\u274c Problem 2: *2 Key Does Not Announce Caller Number<\/h3>\n\n\n\n<p>\ud83d\udd0d <strong>Symptom:<\/strong> A user presses *2 during message playback expecting to hear the caller&#8217;s phone number, but nothing happens or the key has no effect.<\/p>\n\n\n\n<p>\ud83d\udca1 <strong>Cause:<\/strong> 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&#8217;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.<\/p>\n\n\n\n<p>\u2705 <strong>Solutions:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\ud83d\udcde Train users to press *2 quickly while the message is still actively playing<\/li>\n\n\n\n<li>\ud83d\udccb Ensure the voicemail system is capturing caller ID information from the inbound call<\/li>\n\n\n\n<li>\ud83d\udd27 Verify that caller ID is being passed correctly through the VOS3000 <a href=\"https:\/\/multahost.com\/blog\/vos3000-caller-id-management-complete\/\">caller ID management<\/a> configuration<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"\u274c-problem-3-key-ends-session-prematurely\">\u274c Problem 3: # Key Ends Session Prematurely<\/h3>\n\n\n\n<p>\ud83d\udd0d <strong>Symptom:<\/strong> A user with only one voicemail message presses # to skip, expecting to hear the next message, but instead hears &#8220;All messages played&#8221; and the voicemail session ends.<\/p>\n\n\n\n<p>\ud83d\udca1 <strong>Cause:<\/strong> This is by design according to the IVR documentation. When only one message exists, pressing # directly interrupts the current message and plays the &#8220;messages playback complete&#8221; announcement. This behavior is consistent with the # key&#8217;s function of advancing to the next message \u2014 when there is no next message, playback naturally ends.<\/p>\n\n\n\n<p>\u2705 <strong>Solutions:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\ud83d\udccb Inform users that # skips to the next message \u2014 if there is only one message, # will end the session<\/li>\n\n\n\n<li>\ud83d\udd04 If users want to replay the current message instead of skipping, they should press ** (replay) instead of #<\/li>\n\n\n\n<li>\ud83d\udcde Consider updating the voicemail welcome prompt to include guidance on navigation key behavior<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"\ud83d\udccb-related-voicemail-system-parameters\">\ud83d\udccb Related VOS3000 IVR Voicemail Navigation System Parameters<\/h2>\n\n\n\n<p>\ud83d\udd17 The <strong>VOS3000 IVR voicemail navigation<\/strong> 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: \ud83d\udee0\ufe0f<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><tbody><tr><th class=\"has-text-align-left\" data-align=\"left\">Parameter<\/th><th class=\"has-text-align-left\" data-align=\"left\">Default<\/th><th class=\"has-text-align-left\" data-align=\"left\">Description<\/th><th class=\"has-text-align-left\" data-align=\"left\">Navigation Impact<\/th><\/tr><tr><td>IVR_VOICEMAIL_EXPIRE_DAY<\/td><td>7<\/td><td>Voice Mail Preservation Days<\/td><td>Messages auto-deleted after this period \u2014 users must check voicemail within this window<\/td><\/tr><tr><td>IVR_VOICEMAIL_MAX_NUMBER<\/td><td>10<\/td><td>Voice Mail Max Items<\/td><td>Limits how many messages user can navigate through; mailbox full = no new messages<\/td><\/tr><tr><td>IVR_VOICEMAIL_MAX_TIME<\/td><td>60<\/td><td>Voice Mail Recording Length (seconds)<\/td><td>Longer recordings mean more time for *1 and *2 to be active during playback<\/td><\/tr><tr><td>IVR_VOICEMAILWELCOME<\/td><td>voicemailwelcome<\/td><td>Default Audio for Voice Mail Access<\/td><td>Should include navigation key instructions for user guidance<\/td><\/tr><tr><td>IVR_PARSE_DTMF_MODE<\/td><td>Auto<\/td><td>DTMF Analysis Mode<\/td><td>Must correctly detect * and # keys for navigation to work \u2014 see our <a href=\"https:\/\/multahost.com\/blog\/vos3000-dtmf-configuration\/\">IVR DTMF parse mode<\/a> guide<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p>\ud83d\udccd All parameters are located at: <strong>Operation management \u2192 Softswitch management \u2192 Additional settings \u2192 Audio service parameter<\/strong> (Section 4.3.5.3). For complete voicemail parameter details, see our <a href=\"https:\/\/multahost.com\/blog\/vos3000-parameter-description\/\">VOS3000 IVR voicemail system<\/a> guide. \ud83d\udcd6<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"\ud83d\udca1-vos-3000-ivr-voicemail-navigation-best-practices\">\ud83d\udca1 VOS3000 IVR Voicemail Navigation Best Practices<\/h2>\n\n\n\n<p>\u2705 Follow these best practices to ensure an optimal <strong>VOS3000 IVR voicemail navigation<\/strong> experience for your users:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><tbody><tr><th class=\"has-text-align-left\" data-align=\"left\">Best Practice<\/th><th class=\"has-text-align-left\" data-align=\"left\">Recommendation<\/th><th class=\"has-text-align-left\" data-align=\"left\">Benefit<\/th><\/tr><tr><td>\ud83d\udccb Clear welcome prompt<\/td><td>Customize IVR_VOICEMAILWELCOME audio to include navigation key instructions<\/td><td>Users know which keys to press without external reference<\/td><\/tr><tr><td>\u26a0\ufe0f Emphasize timing rules<\/td><td>Clearly state that *1 and *2 must be pressed during playback<\/td><td>Prevents frustration from users trying to delete or identify messages after playback<\/td><\/tr><tr><td>\ud83d\udcde Provide reference card<\/td><td>Give users a quick reference card listing all navigation keys<\/td><td>Users have a handy guide for key functions during voicemail access<\/td><\/tr><tr><td>\ud83d\udcca Set appropriate MAX_TIME<\/td><td>Configure IVR_VOICEMAIL_MAX_TIME to allow reasonable message length<\/td><td>Longer playback = more time window for *1 and *2 key presses<\/td><\/tr><tr><td>\ud83d\udd27 Verify DTMF detection<\/td><td>Ensure * and # keys are properly detected \u2014 test IVR_PARSE_DTMF_MODE<\/td><td>Navigation keys that depend on * and # will not work if DTMF detection is misconfigured<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"\u2753-frequently-asked-questions\">\u2753 Frequently Asked Questions<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"\u2753-what-are-the-vos-3000-ivr-voicemail-navigation-keys\">\u2753 What are the VOS3000 IVR voicemail navigation keys?<\/h3>\n\n\n\n<p>\ud83d\udccb The <strong>VOS3000 IVR voicemail navigation<\/strong> system uses five key mappings as documented in the IVR Value-Added Service Pack: <strong>#<\/strong> \u2014 next message (skip to the next voicemail), <strong>0<\/strong> \u2014 return to upper menu, <strong>**<\/strong> \u2014 replay current message, <strong>*2<\/strong> \u2014 play caller number (during playback only), and <strong>*1<\/strong> \u2014 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. \ud83d\udcd6<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"\u2753-why-does-1-not-work-after-the-message-finishes-playing\">\u2753 Why does *1 not work after the message finishes playing?<\/h3>\n\n\n\n<p>\u26a0\ufe0f The *1 (delete) key in the <strong>VOS3000 IVR voicemail navigation<\/strong> system is designed to work only during active message playback, as explicitly stated in the IVR documentation: &#8220;Can only press *1 to delete while listening&#8221; (\u53ea\u80fd\u5728\u542c\u7684\u65f6\u5019\u6309*1\u5220\u9664). 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. \ud83d\udccb<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"\u2753-how-do-i-replay-a-voicemail-message-in-vos-3000\">\u2753 How do I replay a voicemail message in VOS3000?<\/h3>\n\n\n\n<p>\ud83d\udd04 To replay a voicemail message in the <strong>VOS3000 IVR voicemail navigation<\/strong> system, press <strong>**<\/strong> (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 &#8220;previous message&#8221; key in the standard navigation set. \ud83d\udcde<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"\u2753-can-i-customize-the-voicemail-navigation-keys-in-vos-3000\">\u2753 Can I customize the voicemail navigation keys in VOS3000?<\/h3>\n\n\n\n<p>\ud83d\udccb The <strong>VOS3000 IVR voicemail navigation<\/strong> 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 <strong>+8801911119966<\/strong>. \ud83d\udca1<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"\ud83d\udcde-need-call-center-setup-support\">\ud83d\udcde Need Professional VOS3000 Setup Support?<\/h2>\n\n\n\n<p>For professional VOS3000 installations and deployment, VOS3000 Server Rental Solution:<\/p>\n\n\n\n<p>\ud83d\udcf1 <strong>WhatsApp:<\/strong> <a href=\"https:\/\/wa.me\/8801911119966\" target=\"_blank\" rel=\"noopener\">+8801911119966<\/a><br>\ud83c\udf10 <strong>Website:<\/strong> <a href=\"https:\/\/www.vos3000.com\" target=\"_blank\" rel=\"noopener\">www.vos3000.com<\/a><br>\ud83c\udf10 <strong>Blog:<\/strong> <a href=\"https:\/\/multahost.com\/blog\">multahost.com\/blog<\/a><br>\ud83d\udce5 <strong>Downloads:<\/strong> <a href=\"https:\/\/www.vos3000.com\/downloads.php\" target=\"_blank\" rel=\"noopener\">VOS3000 Downloads<\/a><\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><tbody><tr><td><img data-recalc-dims=\"1\" height=\"540\" width=\"809\" decoding=\"async\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" alt=\"VOS3000 Authorization Type Hierarchy, VOS3000 Reverse Charging, VOS3000 DID DDI Numbers, VOS3000 Call Forwarding Types, VOS3000 Do Not Disturb Mode, VOS3000 Display Caller ID Forwarding, VOS3000 Monthly Consumption Limits, VOS3000 IVR Callback Timing, VOS3000 IVR Call State UDP Reporting, VOS3000 IVR Codec Priority, VOS3000 IVR Voicemail Navigation, VOS3000 IVR Custom Ringback Tone, VOS3000 IVR DTMF Parse Mode, VOS3000 IVR Voicemail System, VOS3000 authorization type hierarchy, VOS3000 reverse charging configuration, VOS3000 DID DDI numbers, VOS3000 call forwarding types, VOS3000 do not disturb mode, VOS3000 display caller ID forwarding, VOS3000 monthly consumption limits, VOS3000 IVR callback timing, VOS3000 IVR call state UDP, VOS3000 IVR codec priority, VOS3000 IVR inband DTMF detection, VOS3000 IVR DTMF parse mode, VOS3000 IVR voicemail system, VOS3000 IVR voice alarm configuration, VOS3000 IVR custom ringback tone, VOS3000 IVR voicemail navigation\" title=\"\" class=\"lazyload\" data-src=\"https:\/\/i0.wp.com\/multahost.com\/blog\/wp-content\/uploads\/2026\/04\/VOS3000-Do-Not-Disturb-Mode-VOS3000-Display-Caller-ID-Forwarding-VOS3000-Monthly-Consumption-Limits-VOS3000-IVR-Callback-Timing-2.png?resize=809%2C540\"><\/td><td><img data-recalc-dims=\"1\" height=\"540\" width=\"809\" decoding=\"async\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" alt=\"VOS3000 Authorization Type Hierarchy, VOS3000 Reverse Charging, VOS3000 DID DDI Numbers, VOS3000 Call Forwarding Types, VOS3000 Do Not Disturb Mode, VOS3000 Display Caller ID Forwarding, VOS3000 Monthly Consumption Limits, VOS3000 IVR Callback Timing, VOS3000 IVR Call State UDP Reporting, VOS3000 IVR Codec Priority, VOS3000 IVR Voicemail Navigation, VOS3000 IVR Custom Ringback Tone, VOS3000 IVR DTMF Parse Mode, VOS3000 IVR Voicemail System, VOS3000 authorization type hierarchy, VOS3000 reverse charging configuration, VOS3000 DID DDI numbers, VOS3000 call forwarding types, VOS3000 do not disturb mode, VOS3000 display caller ID forwarding, VOS3000 monthly consumption limits, VOS3000 IVR callback timing, VOS3000 IVR call state UDP, VOS3000 IVR codec priority, VOS3000 IVR inband DTMF detection, VOS3000 IVR DTMF parse mode, VOS3000 IVR voicemail system, VOS3000 IVR voice alarm configuration, VOS3000 IVR custom ringback tone, VOS3000 IVR voicemail navigation\" title=\"\" class=\"lazyload\" data-src=\"https:\/\/i0.wp.com\/multahost.com\/blog\/wp-content\/uploads\/2026\/04\/VOS3000-Do-Not-Disturb-Mode-VOS3000-Display-Caller-ID-Forwarding-VOS3000-Monthly-Consumption-Limits-VOS3000-IVR-Callback-Timing-2.png?resize=809%2C540\"><\/td><td><img data-recalc-dims=\"1\" height=\"540\" width=\"809\" decoding=\"async\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" alt=\"VOS3000 Authorization Type Hierarchy, VOS3000 Reverse Charging, VOS3000 DID DDI Numbers, VOS3000 Call Forwarding Types, VOS3000 Do Not Disturb Mode, VOS3000 Display Caller ID Forwarding, VOS3000 Monthly Consumption Limits, VOS3000 IVR Callback Timing, VOS3000 IVR Call State UDP Reporting, VOS3000 IVR Codec Priority, VOS3000 IVR Voicemail Navigation, VOS3000 IVR Custom Ringback Tone, VOS3000 IVR DTMF Parse Mode, VOS3000 IVR Voicemail System, VOS3000 authorization type hierarchy, VOS3000 reverse charging configuration, VOS3000 DID DDI numbers, VOS3000 call forwarding types, VOS3000 do not disturb mode, VOS3000 display caller ID forwarding, VOS3000 monthly consumption limits, VOS3000 IVR callback timing, VOS3000 IVR call state UDP, VOS3000 IVR codec priority, VOS3000 IVR inband DTMF detection, VOS3000 IVR DTMF parse mode, VOS3000 IVR voicemail system, VOS3000 IVR voice alarm configuration, VOS3000 IVR custom ringback tone, VOS3000 IVR voicemail navigation\" title=\"\" class=\"lazyload\" data-src=\"https:\/\/i0.wp.com\/multahost.com\/blog\/wp-content\/uploads\/2026\/04\/VOS3000-Do-Not-Disturb-Mode-VOS3000-Display-Caller-ID-Forwarding-VOS3000-Monthly-Consumption-Limits-VOS3000-IVR-Callback-Timing-2.png?resize=809%2C540\"><\/td><\/tr><\/tbody><\/table><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>Master VOS3000 IVR voicemail navigation keys. Configure DTMF key mapping for play, delete, next, previous, save \u2014 design intuitive voicemail IVR flows with # key and star codes.<\/p>\n","protected":false},"author":1,"featured_media":3465,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2}},"categories":[646,644,645,647],"tags":[11621,11627,11631,11629,11630,11615,11628,11632,11645,11640,11620,11611,11608,11636,11638,11619,11644,11609,11635,11607,11618,11637,11606,11625,11622,11617,11634,11639,11623,11624,11612,11610,11613,11641,11614,11616,11642,11643,11633,11626],"class_list":["post-3488","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-vos3000-ivr-management","category-vos3000-ivr","category-vos3000-ivr-change","category-vos3000-ivr-settings","tag-vos3000-ivr-section-4-3-5-3","tag-vos3000-ivr-softswitch-voicemail","tag-vos3000-ivr-voicemail-replay","tag-vos3000-ivr-voicemail-1-delete","tag-vos3000-ivr-voicemail-2-caller","tag-vos3000-ivr-voicemail-key","tag-vos3000-ivr-voicemail-next","tag-vos3000-ivr-voicemail-0-return","tag-vos3000-ivr-voicemail-accessible","tag-vos3000-ivr-voicemail-caller-number","tag-vos3000-ivr-voicemail-chinese-manual","tag-vos3000-ivr-voicemail-delete","tag-vos3000-ivr-voicemail-dtmf","tag-vos3000-ivr-voicemail-dtmf-navigation","tag-vos3000-ivr-voicemail-end-recording","tag-vos3000-ivr-voicemail-ivr-pdf","tag-vos3000-ivr-voicemail-key-design","tag-vos3000-ivr-voicemail-key-mapping","tag-vos3000-ivr-voicemail-key-press","tag-vos3000-ivr-voicemail-keys","tag-vos3000-ivr-voicemail-menu","tag-vos3000-ivr-voicemail-message-playback","tag-vos3000-ivr-voicemail-navigation","tag-vos3000-ivr-voicemail-navigation-best-practices","tag-vos3000-ivr-voicemail-navigation-configuration","tag-vos3000-ivr-voicemail-navigation-flow","tag-vos3000-ivr-voicemail-navigation-guide","tag-vos3000-ivr-voicemail-navigation-keys","tag-vos3000-ivr-voicemail-navigation-setup","tag-vos3000-ivr-voicemail-navigation-troubleshooting","tag-vos3000-ivr-voicemail-next-message","tag-vos3000-ivr-voicemail-playback","tag-vos3000-ivr-voicemail-previous","tag-vos3000-ivr-voicemail-replay-message","tag-vos3000-ivr-voicemail-save","tag-vos3000-ivr-voicemail-star-key","tag-vos3000-ivr-voicemail-upper-menu","tag-vos3000-ivr-voicemail-user-experience","tag-vos3000-ivr-voicemail-v2-1-9-07","tag-vos3000-ivr-voip-voicemail"],"acf":[],"jetpack_publicize_connections":[],"jetpack_featured_media_url":"https:\/\/i0.wp.com\/multahost.com\/blog\/wp-content\/uploads\/2026\/04\/VOS3000-Authorization-Type-Hierarchy-VOS3000-Reverse-Charging-VOS3000-DID-DDI-Numbers-VOS3000-Call-Forwarding-Types-VOS3000-Do-Not-Disturb-Mode.png?fit=1536%2C1024&ssl=1?v=1777503303","jetpack-related-posts":[{"id":1809,"url":"https:\/\/multahost.com\/blog\/vos3000-vicidial-auto-dialer\/","url_meta":{"origin":3488,"position":0},"title":"VOS3000 VICIdial Auto Dialer Solution \u2013 Call Center Important Setup Guide","author":"king","date":"March 13, 2026","format":false,"excerpt":"Complete guide to VOS3000 VICIdial auto dialer solution for call centers. 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