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How to Configure Voicemail

In this article


At the end of this article, you will be able to configure a PBX Voicemail object within your call flow on the PBX tab. The article will also assist you with some common uses of the object within your call flow configuration. Should you need any assistance, feel free to contact our support department.


Configuring a PBX Voicemail to Email

PBX Voicemail object is a feature which allows you to prompt a caller to leave a message in the event that no one answers an incoming call. Once logged in on the customer portal click on the PBX tab. Then select voicemail from the toolbox menu on the left, drag and drop it onto the main configuration screen. Next, click on the settings icon.



After that, you should enter a name and an email address to forward the messages. Within the advanced options, you can create your message template which will be forwarded to the email address chosen. Finally, don't forget to save and apply the new configuration.


Configuring Classic Voicemail

Traditional dial-in Voicemail boxes can be configured if you prefer this to the Voicemail to Email option.  To use this option, when configuring the Voicemail object in the PBX, click the Mode dropdown box, and select the Classic voicemail option.   Please note there is a maximum of 50 messages per folder using this method, when the limit is reached callers will no longer be able to leave a message, however they will hear an announcement advising the voicemail box is full.


An internal number will be automatically assigned to dial into the mailbox (which you can change if required).   You can then enter a optional PIN-code if you wish to protect this voicemail box to only be accessed by users that know the PIN-code.  


To access the voicemails, dial the internal number assigned from any internal extension (SIP device).  Then follow the voice prompts, for example if you have set a PIN-code, you will be asked to enter the password before accessing the voicemail box.  


To receive notifications of messages waiting (MWI) on a compatible phone you firstly need to add the SIP device to the voicemail object, by clicking the green Add button, then selecting one or more devices to receive the MWI notification.  


Then you need to ensure that MWI is enabled on your end device.  For Yealink devices, browse to Account, select the appropriate account (if there is more than one configured on the phone), then click on Advanced.   Set Voice Mail Display to enabled and enter the internal number for the Voicemail box into Voice Mail, this will allow you to also automatically dial-in to the voicemail box using the messages button, or the using the Connect softkey when the MWI notification is showing on your phone. 


You can also access and manage messages from the Voicemail object inside the PBX tab.  Click the Show messages link and you will see the messages in the voicemail box listed.  You can listen by clicking on the play icon while hovering over the message, or using the other options on the right, such as download, mark as listened or remove the message.



Configuring Classic Voicemail & Voicemail to Email

If you wish to configure both classic and voicemail to email on your PBX, this scenario will outline the necessary steps.

First, you will need to have your 'voicemail' object configured in the 'classic' format. Please refer to the above for guidance. Once that has been configured, the next step will be to add a 'call recording' object before the 'voicemail'. This will allow you to receive the recording in your inbox as you would with the voicemail in the email format. Upon completing the configuration steps, remember to apply the configuration. 




Custom Greeting Setup

While our system has default greeting messages for Voicemail, it is possible to upload or record your own greeting message. To do this, inside the Voicemail component settings, click the drop down box for greeting and change to 'Custom Greeting'
You will notice a Green and a Red Box appear below.

The green box allows you to upload your own file, should you have a message already prepared.
Note: The audio file format needs to be .WAV format and 8000hz single channel. 

The red box will take you through prompts to have the system call you to record your own message. In this selection window, you can have the system ring to a device registered in the PBX, or an external number by using the drop down box.
There is also advanced options to change the file name and the system preferred call plan and ID.

To have the system call you, click 'call to record'
The system should start to ring your selected device/number. Once you answer, you will be prompted to record your audio after the beep and then hang up.
Once you have completed, the file will appear attached to the Voicemail, where you can review it, record a new message or save. Make sure to Apply Configuration once complete.


PBX voicemail usages


This scenario simulates a retail shop with the working hours from Tuesday to Sunday, 11 am to 10 pm, and the owner has decided to divert all calls outside, of standard opening hours to a voicemail to email service. A custom greeting has also been commissioned to alert callers of the opening hours. As displayed below from within the settings tab of the voicemail object, the business owner has uploaded the custom greeting.




A time condition object has also been utilised within the call flow to set the opening hours. The final step is to include the out of hours voicemail object and ensure that the configuration has been applied.  




Watch this in action


The video below will show you a visual representation of the areas covered throughout this knowledge base guide.



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