- Usage and Existing Mailboxes
- Adding a New Mailbox
- Mailbox Settings ---
- Managing and Listening to Voicemail Messages ---
Usage and Existing Mailboxes
The Mailbox screen lets you create and manage (voice) mailboxes and voicemails for users. Admin Center Menu Voice Features
The screen will list all existing mailboxes with their number, a description, and the total number of voicemail messages (both new and old). If the list is empty you would want to add a new mailbox.
Adding a New Mailbox
To create a new mailbox select ADD MAILBOX from the Mailboxes screen or from the Voice Features Shortcut menu.
Enter a Mailbox number (minimum two characters) and enter and confirm a PIN (minimum 4 characters). The Personal Identification Number protects the mailbox from unauthorized access.
You will be directed to the Mailbox Settings screen (see next) to finish setting up the mailbox.
Description: A description of the owner of the mailbox or of its function.
Owner: From the drop-down list, select the user to assign the mailbox to. This will allow the user to use the mailbox from his account on the TeleConsole or a physical phone.
You can only assign a mailbox to a signal user, but you can select No Owner if you want to use the mailbox with a department, overflow queue, IVR, or any other system feature that is not a user. You would need to route the feature to the mailbox to make it work.
If a mailbox is shared by a group or a department you can make it quicker to access it by creating an extension that routes to it. You can also put this extension on an internal IVR that serves the group or department.
Transcriptions are also included in voicemail notification emails.
Play message order: Select how to play the user's voicemail messages – Newest first or Oldest first.
If caller presses 0 during greeting, route call to destination: This is commonly set to "Hang up call" or IVR/Auto Attendant so callers who don't wish to leave a message can end their call or return to the phone's main menu. But you can also select other system destinations and features. Make sure to include a prompt with the mailbox greeting to notify callers about the function of the 0 key.
Copy new to other mailbox: Check any user from the drop-down list who you want to receive new voicemails from the mailbox. Basically, this allows you to create a group and share voicemails with several users.
Change mailbox pin/Confirm pin: The Personal Identification Number protects the user's mailbox from unauthorized access. You create one when adding a new mailbox. Here you can change it and confirm the new number.
Leave these fields empty if you don't want to change the PIN.
Voicemail envelope toggles: A voicemail envelope is its caller ID, duration, and the date/time that are noted foriit by the system. Enable any of these three toggles to let the user hear the relevant information before the voicemail message is played – Play caller ID before playing message, Play call duration before playing message, and Play date time before playing message.
You can notify users about new voicemails by email or by phone call. You can provide a backup email address for notifications delivery in addition to the user's existing system email address.
Emails notifications will include a transcription if the option is enabled for the mailbox (transcriptions can be enabled in the Mailbox Info settings.)
Notify for: Enable the voicemail notifications by selecting Voicemail. Disable notifications by selecting None. This lets you disable the feature temporarily without having to delete any of the other parameters.
Send email to owner of new voicemails: Select Mailbox owner to just email the mailbox owner about new voicemails. Select Mailbox owner, and attach voicemail to also attach the voicemail as a WAV file to the email notification so the owner can download and play it without having to access the TeleConsole or his phone. Select No to disable email notifications.
Email: Enter a backup email address for delivering notifications about new voicemails. You can enter multiple addresses by separating them with spaces.
Attach file to backup email address: Toggle this on to attache the voicemail as a WAV file to the notifications sent to the backup email addresses.
Delete voicemail after sending: When this is enabled, a voicemail will be automatically deleted from the system after being delivered to the user by email. This helps avoid duplicate voicemails and saves users from the hassle of having to delete voicemails twice (once on their email and once on the system).
Note that email notifications come with a link to delete the voicemail from the system so users don't necessarily have to access the TeleConsole or their phone to delete a voicemail.
Notify by receiving a call: Enter the phone number where the call notification will be delivered to. Leave this field empty to disable call notifications.
When call is answered forward to: Select how the user accesses his mailbox when receiving a voicemail notification by a phone call:
- Voicemail, specific mailbox, without PIN: This will let the user directly access the relevant voicemail and mailbox without having to enter the mailbox PIN.
- Voicemail, specific mailbox, with PIN: This will let the user directly access the relevant voicemail and mailbox but require him to enter the mailbox PIN.
- Voicemail, ask for mailbox and PIN: This will require the user to enter both his mailbox number and its PIN before he can access and hear the voicemail.
Caller ID on the call: Select an available caller ID to be shown for the notification call or select Withheld to hide the caller ID.
Types of Voicemail Greetings
A caller who reaches a user's mailbox can hear one of several possible greetings, depending on the call scenario:
You can select to Remove any existing greeting. As mentioned above, the Default Greeting or the Audio Name has priority if the other greetings are empty.
Select a mailbox and switch to the Messages tab to view its voicemails.
Play a voicemail message with . Use the mini-menu () to the right of the audio player to Download a WAV file of the voicemail or change its Playback Speed. Voicemail transcriptions can be viewed by selecting .
Check one or several voicemails and select to move them to the Archive folder. Voicemails in the Archive are kept for 7 days, before getting automatically deleted.
If you switch over to the Archived tab, you can select a message and select to permanently delete it.
The messages are organized by folders, but presently the Admin Center doesn't support managing mailbox folders. Until the feature is added users can dial *1 from their TeleConsole app or desk phone or to access their mailbox, press 1 to start playing voicemails, and select 8 while a message is playing to move or copy it between folders.
See more about mailbox folders, access, prompts, and options here.