- Shared Mailboxes Configuration
- Activating Mailboxes in the TeleConsole
- Using Tasks to Manage Shared Voicemails
- Shared SMS Messages and Faxes
A shared mailbox can be accessed by all users and is useful as a departmental voicemail, an overflow queue for calls, a general callback mailbox, or any other system feature or situation that is not directly routing calls to a specific user.
To create a shared mailbox simply select No Onwer in the Mailbox Info settings.
Routing Calls to a Shared Mailbox
When you dial a user you can reach his mailbox if he doesn't answer. To allow callers to reach a shared mailbox however, you need to route calls to it from a line (using the line's "Forwarding Settings") or an extension (using the extension "Routing and Forwarding" settings).
Activating Mailboxes in the TeleConsole
To use a shared mailbox the user would need to activate it in the TeleConsole settings by going to Voicemails>Manage voicemails.
The user should ensure the shared mailbox is checked in the Filter voicemails numbers found under the All Mailboxes filters menu. Voicemail filters are explained here.
Since voicemails in shared mailboxes are not owned by any user and can be accessed by all users, 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, which allows users to assign voicemails as tasks to other agents or themselves. Assigned voicemails are marked with the initials of the agent.
With the All Mailboxes filters menu users can view and focus on voicemail tasks they have assigned to themselves, unresolved tasks, or unassigned voicemails. You can further read about voicemail tasks here.
Admin Center Configuration
To allow multiple users access to the same SMS or fax phone number go to the Admin Center's Phone Numbers screen, select the relevant phone number, expand its General Settings, and check users as needed in the Fax Users and SMS Users lists.
Note that enabling a number for SMS messages can be done directly from the General Settings. But to use a number for faxes you need to contact our support team.
TeleConsole Usage
In the TeleConsole, shared SMS and fax numbers work just like voicemails with the tasks feature allowing users to decide who is responsible for the shared SMS messages and faxes.
Like voicemails, shared phone numbers have to be activated in the TeleConsole Settings under either Message>Manage Phone Numbers or Faxes>Manage Fax Accounts.
The numbers should also be checked in the respective Filter Fax numbers or Filter SMS numbers filter menus on the messages or fax screen.