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Telephony settings

Voicemail boxes

A voicemail box records a message when nobody answers a call. The account has one shared mailbox and can have one personal mailbox for each User extension. The Voicemail tab shows the shared mailbox. You set up a personal mailbox on its extension.

Only administrators can change voicemail boxes. The Voicemail node of a call flow needs an active shared mailbox. If the account has none, the node takes the Failed outcome.

A voicemail box open on its greeting, PIN, notification email and limits.
A voicemail box open on its greeting, PIN, notification email and limits.

How a call reaches a box

PathBox that gets the message
The Voicemail node of a call flowThe shared mailbox.
A Dial extension node with Offer voicemail if unansweredThe personal mailbox of the extension that the node dials.
A direct call to an extension that is offline, busy, or does not answerThe personal mailbox of the extension, if the mailbox is active.

An agent can dial *97 from the extension of the agent to open the mailbox of that extension. An agent can dial *98 to open a mailbox in the SIP domain of the agent. For *98, the agent enters the mailbox number and the PIN.

The shared mailbox has no phone access. *98 cannot enter its name. People listen to its messages in the dashboard.

Fields

The shared mailbox and a personal mailbox have the same fields.

FieldWhat it doesRules
MailboxShows the name of the mailbox.The system sets the name. You cannot change it.
Voicemail enabledTurns a personal mailbox on or off. Callers reach the mailbox when the extension is offline, busy, or does not answer.Personal mailbox only. Off by default.
GreetingSets the sound that plays before the beep.Optional. The sound must have the status Ready. If you select no sound, the system plays its default greeting. See Sounds.
PINSets the PIN for a check of messages from a phone.Optional. 4 to 10 digits. The field also shows on the shared mailbox, but it has no use there. The system never shows a saved PIN. When you edit a mailbox, leave the field blank to keep the current PIN.
Notification emailSets the address that gets an email for each new message.Optional. A valid email address.
Attach the recording to the emailAdds the audio to the notification email.On by default.
Delete after emailingDeletes the message after the system sends the email.Off by default.
Max message length (sec)Sets the maximum length of a message in seconds.A whole number from 1 to 3600.
Min message length (sec)Sets the minimum length of a message in seconds.A whole number from 0 to 3600.
Max messagesSets how many messages the mailbox holds.A whole number from 1 to 10000.
Keep for (days)Sets how long the system keeps a message.A whole number from 0 to 3650. The value 0 keeps messages with no time limit.
ActiveTurns the shared mailbox on or off.Shared mailbox only. On by default. An inactive mailbox takes no new messages and keeps its messages.

Leave a limit blank to use the account default. The system can apply a lower maximum than the value that you enter.

Set up the shared mailbox

The account can have only one shared mailbox. The button Create Shared Mailbox shows until it exists.

1

Open the Voicemail tab

Click Settings in the Cloud Call Center sidebar. Click the Voicemail tab.

2

Open the form

Click Create Shared Mailbox. The New Shared Mailbox drawer opens.

3

Set the mailbox

Select a Greeting. If you need email notices, enter a Notification email.

4

Save the mailbox

Click Create. The drawer closes and the mailbox shows in the list.

To change the mailbox, click its row. Change the fields. Click Save.

Set up a personal mailbox

1

Open the Extensions tab

Click Settings in the Cloud Call Center sidebar. Click the Extensions tab.

2

Open the voicemail form

Open the actions menu of a User extension. Click Voicemail. The Extension Voicemail drawer opens.

3

Turn on the mailbox

Turn on Voicemail enabled. The other fields show.

4

Save the mailbox

Set the fields. Click Save.

Account defaults

Click Defaults on the Voicemail tab. The Account Voicemail Defaults drawer opens. The defaults apply to every mailbox that does not set its own value.

FieldWhat it doesRules
Max message length (sec)Sets the default maximum length of a message in seconds.A whole number from 1 to 3600. The placeholder is System default.
Min message length (sec)Sets the default minimum length of a message in seconds.A whole number from 0 to 3600.
Max messagesSets the default mailbox size.A whole number from 1 to 10000.
Keep for (days)Sets the default time that the system keeps a message.A whole number from 0 to 3650. The value 0 keeps messages with no time limit.
Transcribe messagesTurns the transcript of each message on or off. The notification email includes the transcript.A switch.
Email on new messageTurns the email for each new message on or off. The email goes to the address on each mailbox.A switch.
Send notifications fromSets the sender address of the notification emails.A valid email address. The placeholder is System default.

Delete a mailbox

Turn off Active on the shared mailbox. Turn off Voicemail enabled on a personal mailbox. Do this instead of a delete when you still need the messages. When you delete a mailbox, the system removes the mailbox and every stored message. You cannot undo a delete.

To delete the shared mailbox, open the actions menu of its row. Click Delete. To delete a personal mailbox, click Delete mailbox in its drawer. Confirm in the dialog.