Access and Existing Voicemails
Select 
on the left-panel menu to access the Voicemail Screen. The screen has two areas – the left showing existing voicemails and the right for playing them.
Voicemail messages and mailbox options can also be accessed and managed by dialing *1 on the keypad as explained here, or from the Admin Center as explained here.
Each voicemail record shows the name and number of the caller who left the voicemail, its duration, and the time or date it was left. New "unread" voicemails (that you have not yet opened and listened to) appear in bold.
Voicemail Filters
With the All Mailboxes pull-down menu, you can apply filters and hide or show messages as needed.
There are three types of filters – for unread voicemails, voicemail numbers, and tasks. You can check and combine several filters. In the example shown here only unread messages that were also not assigned as tasks will be shown.
If you can't find a specific voicemail make sure it is not being filtered out by your selection here. See more below about what to do if you cannot see your voicemails.
- Unread: Check this filter to show only voicemails you have not yet read (opened). When you do open a voicemail it is considered read, even if you have not actually listened to it. You can mark a message as "Unread" from its menu (see Additional Voicemail Options).
- Filter voicemail numbers: Check or uncheck the voicemail channels (voicemail numbers) for which you want to show or hide voicemail messages.
Channels will appear here only if you enable them in the Voicemail Settings (see explanation below). - My voicemaills: Check this filter to show only voicemails you have assigned as a task to yourself (see Assigning Voicemails as Tasks below).
- Unresolved: Check this filter to show only voicemails you have assigned to other users as a task but have not yet been resolved (see Assigning Voicemails as Tasks below).
- Unassigned: Check this filter to show only voicemails you have not yet assigned as a task to yourself or to other users (see Assigning Voicemails as Tasks below).
Voicemail Playback and Transcription
Select any voicemail to open it for playback, controlled with the Play( 
) and pause ( 
) buttons. You can skip ten seconds backward and forward (
/
), change the playback volume (
), change the playback speed (
), or download the voicemail as a .WAV file ( 
). Downloaded voicemails appear in the Download Manager.
You can also drag the playhead back and forth to repeat or skip parts of the voicemail.
Thee voicemail transcription appears automatically but is only available if enabled by your phone system administrator. In the Admin Center this is handled under Voice Features>Mailboxes>[selecting the relevant mailbox]>Mailbox Info>Transcribe voicemail. See the Admin Center Mailboxes article for more details.
Voicemail Options
Additional options for the selected voicemail are shown on the top-right.
- Use
to place a call to the person who left you the voicemail. The keypad screen will open with the other party's number automatically inserted in the call recipient's field. - Select
to mark (the voicemail) as unread – displaying it in bold and tagging it as an unread (not opened and played yet). This is useful for reminding yourself to address it again at a later time.
To mark a voicemail as read simply select it. - Select
to delete the voicemail and approve the deletion prompt. - Select
for contact options —- If the person who left the voicemail already exists in your contacts, this will open his details in the contacts screen.
- If the person does not exist in your contacts, you will get the option to Create new contact with his number or Add (his number) to existing contact. See more about creating new contacts here.
- If the person who left the voicemail already exists in your contacts, this will open his details in the contacts screen.
Assigning Voicemails as Tasks
Shared Mailboxes and Tasks
A shared mailbox can be configured on the Admin Center and is accessible to all company users allowing them to view and listen to any voicemail it receives. Shared mailboxes are useful as departmental voicemail, overflow queues, general callback mailboxes, etc.
Since voicemails in shared mailboxes do not belong to a specific user, there is a need to mark who is responsible for particular voicemails and which voicemails have already been addressed and handled. This is achieved with the TeleConsole tasks feature.
With the filtering options, you can view voicemails you assigned to yourself, unassigned voicemails, or unresolved tasks.
To make users aware of tasks assigned to them they will receive an email with the voicemail details.
Making Sure Mailboxes Are Active
To use a shared mailbox make sure it is activated it in the TeleConsole settings by going to Voicemails>Manage voicemails. If you don't do this you will only be able to assign voicemails to yourself and not to other agents.
Also, check the mailbox in the Filter voicemails numbers of the All Mailboxes filters menu so you can see the shared voicemails of the mailbox.
Assigning Voicemails as Tasks
Use the Assign (
) button to assign a voicemail as a task.
You can select either Assign to me to assign the voicemail to yourself or select an agent to assign or reassign the voicemail to (if the voicemail has already been assigned to an agent his name will be grayed out.)
The agent assigned to the task is indicated under the voicemail player interface. In the voicemail list, it is also marked with an icon of the agent initials. The icon's color is specific to each agent.
Note that the time stamp for the voicemail ("7 Minutes ago" in the sample figure) is the time the voicemail's was received and not the time it was assigned as a task.
Unassigning, Resolving, and Reopening Tasks
You can unassign voicemail by selecting Assign and Unassign (
). The initials agent icon next to the voicemail will be removed.
Once a task has been completed use the Resolve button ( 
) to mark it as such. The voicemail will be greyed out and marked with 
icon. The agent who resolved the task is indicated under the voicemail player interface.f
Note that you can mark voicemails as resolved, even if you have not assigned them to anyone, as a visual way to indicate them as having been handled.
A resolved task can be reassigned to the last agent who handled it with the Reopen (
) button. If you have not previously assigned the voicemail as a task (meaning you just marked it as Resolved), reopening it will assign it to you.
What to Do if You Don’t See Voicemails?
Wrong Filters
The voicemail screen will also appear empty if you apply one or more filters from the All Mailboxes menu that result in the TeleConsole trying to display voicemails that do not exist. For example, you try to display Unread voicemails where in fact you have already opened and played all voicemails.
Fix this by unchecking the selected filters.
No Voicemail Numbers Checked
The filter for voicemail numbers works separately from the other filters. If your voicemail numbers are unchecked, voicemails for each number will not be displayed.
Fix this by selecting at least one voicemail number.
Voicemail Numbers Are Not Enabled in Settings
The phone numbers that show in the voicemails numbers filter need to be enabled in the TeleConsole settings, otherwise you will see an error message "No active voicemail lines available".
To fix that you need to go to the TeleConsole settings (
), select the Voicemails tab, click MANANGE VOICEMAILS, and ensure that at least one of your voicemail channels is active!
