The extension user manual is clearly listed on the download page: http://www.3cx.com/phone-system/download-links/ The link is: http://www.3cx.com/user-manual/ (updated link) The default voicemail prompt answers your question - the two options you have are: leave message or press star to transfer to the operator. other keys seem to have the same effect as star. The "burst of white noise" is likely a split second of your hold music playing - mine varied in length from 1/10 sec to 1 full sec (enough to identify it). In short, once you are in voice mail, you're stuck there - or you can go to the operator. Once you login to a voicemail ext, you should have remote outbound - if you've enabled it. You've already answered the question - use AA. During business hours, if you want your main line "live answered" then set it to go to AA if no answer. After hours, send it to AA directly. The vm menu is not currently editable. (ok technically that probably isn't 100% true - you could go hacking into the ivr files if you REALLY REALLY wanted to get yourself into trouble - but lets say for this discussion that it isn't doable, k?) Use Audacity - it is free. http://audacity.sourceforge.net/ works great on 7. I don't know if the v9 manual has it fixed or not.