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Managing Voicemails in the Admin Center

See this article to learn how to access your account in the Admin Center and the features you can manage with it.

Voicemails in the Admin Center

While you can view and play your voicemails in the TeleConsole, perhaps the best reason to use the Admin Center is to manage your voicemails.

Access your account in the Admin Center, expand the Voicemails options, and select   next to the mailbox you want to edit. This will open a screen with two tabs  Settings and Messages.

You can read the full description of voicemail settings here, but following are summaries of some important features.

Voicemail Settings 

There are four expandable settings categories. When making changes you need to make sure to SAVE each category separately.

Mailbox Info

Here you can select to transcribe your voicemails. Once enabled, transcriptions will show in the TeleConsole (currently only the desktop versions are supported) and under the Messages tab of the mailbox.

Voicemail Settings

The Play message order: option lets you play your newest messages first or start with the Oldest message.

With the Copy new to other mailbox: you can share voicemails with other users.

The Change mailbox pin/Confirm pin:  protects your mailbox from unauthorized access. Leave these fields empty if you don't want to change the PIN.

Play caller ID before playing messagePlay call duration before playing message, and Play date time before playing message are reffered to as voicemail envelope information and let you hear details about the caller and call for each voicemail.

Voicemail Notifications

These options let you get notifications about new voicemails by email or by phone call. Phone call notifications will let you play the actual voicemail and email notifications can include an audio file of the voicemail.

You can provide a backup email address for notifications in addition to your own existing email address.

Email notifications will include a transcription if the option is enabled for the mailbox (see mailbox Info above.)

Phone call notifications can be protected with the mailbox PIN.

Voicemail Greetings

Here you can set up four possible greetings that callers will hear, depending on the call scenario:

  • Voicemail default greeting has a priority and is played if no other greeting has been recorded.

    However, if the default greeting has not been configured, the system will play the Audio name greeting followed by saying "is unavailable".

  • Voicemail greeting if the phone is on DND is played when your desk phone (or the TeleConsole app) is in Do Not Disturb mode.

  • Temporary greeting is played in any other situation where you are unreachable, like when you are already on another call or logged out of all your queues.

Greetings can be selected from existing sounds, uploaded, recorded, or generated using the Text to Speech tab.

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.

The Messages Tab

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 the voicemail or change its Playback SpeedVoicemail 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.

Mailbox Folders

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 to start playing voicemails, and select while a message is playing to move or copy it between folders. 

See more about mailbox folders, access, prompts, and options here.