User Voicemail Management

Modified on Wed, 15 Jan at 11:36 AM

Voicemail is a huge part of how we communicate, and we make it very customizable. In addition to customizing the greetings, you can set up preferences for an individual user—including Voicemail to Email, where you can choose to forward voicemail messages as an .mp3 to a specified email address.

Voicemail Box Details

To manage a user's voicemail box in the Admin Portal, go to Users > Edit > Voicemail tab.

Voicemail boxes can also be managed at the account level in Account > Product > Voicemail. There, you will search for a voicemail box rather than a user.

Users-VoicemailBoxDetails

Field	Description
Voicemail box name	The name of the voicemail box assigned to this user. To change the user's box, click the drop-down menu and select one from the list. To change the name of the voicemail box, go to Account > Voicemail and search for the box.
Owner	The name(s) of the user(s) this voicemail box is assigned to. This is not an editable field.
Language	The language used on the voicemail menu audio prompts and forwarded Voicemail-to-Email messages for this box: English French (Canadian) Spanish If this voicemail box is assigned to multiple users, changing this setting for one user will change it for the other users. This is separate from the Language setting in the users Setting tab, which applies to the telephone user interface (TUI) audio prompts, and system-generated emails.
Reset PIN	If the user can't remember their voicemail PIN, click this button to reset it to 1234. The next time the user logs in, they'll be asked to choose a new PIN. See also: Reset Voicemail PIN

Voicemail Box Greetings

Upload and download the greetings (Basic, Busy, No Answer) and personal name recordings used for this voicemail box. The Basic greeting is used for all calls. However, if Busy or No Answer greetings are uploaded, they will be used instead.

Upload: In the appropriate upload field, drag and drop your file or click to browse and select a file from your computer. The upload will accept .wav, .mp3, and .ogg files that are less than 10MB.
Download: To download the audio file, click the blue link below the greeting type (for example, Basic_Greeting.wav). If a link is not listed, an audio file has not been uploaded for that greeting.

Voicemail Greetings

End User Access

End users have access to manage these settings in the Voice Portal. Account Managers and Admin end users can manage the greetings for all users on the account, and Limited users can manage their own. See also: CPBX Voice Portal User Access and BCC Voice Portal User Access.

Message Settings

Messages left on the user’s voicemail box can be forwarded as an MP3 file to one or more email addresses.

Voicemail Message Settings

Field	Description
Forward voicemail to email	Check the appropriate boxes to have our system forward voicemail messages to the email address(es) entered below. See also: Forward Voicemail to Email
Save a copy in voicemail box	Check this box if the user wants a copy of their voicemail messages to be saved in the box when the message is also forwarded to their email. When checked, the message waiting indicator (MWI) on the user’s device will stay on until the user listens to or deletes the message from their device or the Voice Portal.
Enable voicemail transcription	Transcribe voicemail messages and forward it to email. (BCC only) See also: Voicemail Transcription (BCC)
Email addresses	The email address(es) voicemails will be forwarded to.

Messages

Here are all of the voicemail messages saved to the voicemail box. Messages can be sorted by Time/Date, Length, and Status (New or Saved).

Voicemail Messages 1

Hover over an individual message to see the management tools on the right.

Field	Description
Save	Change the status of the message to Saved.
Delete	Delete this message from the box. To delete all or multiple messages at once, select the message on the left and then click the trash icon at the top right.

Cannot Download Messages

Voicemail messages can no longer be downloaded from the Admin Portal or via API. End users can still download their own voicemail messages from their account in the Voice Portal.