> This page is for Cloud Call Center. > For clean Markdown of any page, append .md to the page URL. > For a complete documentation index, see https://docs.hams.ai/llms.txt. > For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.hams.ai/_mcp/server. # Voicemail boxes > Set up the shared mailbox and the personal mailboxes where callers leave messages, and set the account defaults. 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. > **Note** > > 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.](/_fern-img/d71466f17cf2719c08af93786c84c0ceabec904f805d6ddbff58a9181f96dd75.webp) ## How a call reaches a box | Path | Box that gets the message | | ----------------------------------------------------------------------- | ---------------------------------------------------------------- | | The **Voicemail** node of a call flow | The shared mailbox. | | A **Dial extension** node with **Offer voicemail if unanswered** | The personal mailbox of the extension that the node dials. | | A direct call to an extension that is offline, busy, or does not answer | The 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. | Field | What it does | Rules | | ------------------------------------- | ---------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Mailbox** | Shows the name of the mailbox. | The system sets the name. You cannot change it. | | **Voicemail enabled** | Turns 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. | | **Greeting** | Sets 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](/cloud-call-center/settings/sounds). | | **PIN** | Sets 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 email** | Sets the address that gets an email for each new message. | Optional. A valid email address. | | **Attach the recording to the email** | Adds the audio to the notification email. | On by default. | | **Delete after emailing** | Deletes 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 messages** | Sets 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. | | **Active** | Turns 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. #### Open the Voicemail tab Click **Settings** in the Cloud Call Center sidebar. Click the **Voicemail** tab. #### Open the form Click **Create Shared Mailbox**. The **New Shared Mailbox** drawer opens. #### Set the mailbox Select a **Greeting**. If you need email notices, enter a **Notification email**. #### 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 #### Open the Extensions tab Click **Settings** in the Cloud Call Center sidebar. Click the **Extensions** tab. #### Open the voicemail form Open the actions menu of a **User** extension. Click **Voicemail**. The **Extension Voicemail** drawer opens. #### Turn on the mailbox Turn on **Voicemail enabled**. The other fields show. #### 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. | Field | What it does | Rules | | ---------------------------- | ----------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------- | | **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 messages** | Sets 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 messages** | Turns the transcript of each message on or off. The notification email includes the transcript. | A switch. | | **Email on new message** | Turns the email for each new message on or off. The email goes to the address on each mailbox. | A switch. | | **Send notifications from** | Sets the sender address of the notification emails. | A valid email address. The placeholder is **System default**. | ## Delete a mailbox > **Warning** > > 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. ## Related * [Voicemail](/cloud-call-center/voicemail) * [Extensions](/cloud-call-center/settings/extensions) * [Sounds](/cloud-call-center/settings/sounds) * [Call flows](/cloud-call-center/call-flows)