Voicemail
Access and manage voicemail messages left by callers.
When a call goes unanswered and the destination extension has voicemail enabled, callers can leave a voice message. The Voicemail page is where you access, listen to, and manage those messages.
Overview
The Voicemail inbox displays all voicemail messages with their caller number, date and time, duration, and read/unread status. Messages are sorted newest-first by default.
Voicemail Fields
Each voicemail entry shows:
| Field | Description |
|---|---|
| Status | New (unread) or played (read) |
| Caller | The phone number that left the message |
| Extension | The extension the voicemail was left for |
| Date/Time | When the message was left |
| Duration | Length of the voicemail recording |
Listening to Voicemail
Open the Voicemail page
From the main navigation, click Voice and select Voicemail.
Click a voicemail entry
Click any row to open the message. The built-in player lets you:
- Play, pause, and seek through the message
- Adjust playback speed
- Control volume
Mark as read or unread
Messages are automatically marked as read after playback. You can manually toggle the read/unread status if needed.
Voicemail Notifications
When a new voicemail arrives, agents are notified through:
- In-app notification — A badge or alert in the VoiceCenter interface
- Email notification — An email with the voicemail details and an audio attachment (when SMTP is configured on the server)
Email notifications require SMTP to be configured on the API server. Without SMTP, voicemail notifications are only visible within the VoiceCenter interface.
Managing Voicemail
Downloading Messages
Click the download icon on any voicemail to save the audio file locally. This is useful for archiving important messages or sharing them with team members.
Deleting Messages
Click the delete icon to remove a voicemail. Deleted messages cannot be recovered.
Deleting a voicemail permanently removes the audio recording. If you need to keep voicemail records for compliance, download important messages before deleting them.
Bulk Actions
Select multiple voicemail messages using the checkboxes to perform bulk actions:
- Mark all as read — Clear unread indicators
- Delete selected — Remove multiple messages at once
Enabling Voicemail on Extensions
Voicemail must be enabled on each extension individually. To enable voicemail for an extension:
- Go to PBX > Extensions
- Edit the extension
- Toggle Voicemail to enabled
- Optionally upload a custom greeting in Audio Files
- Save the extension
Voicemail Greetings
When voicemail is triggered, the caller hears a greeting before the recording begins. You can use:
- Default greeting — A system-generated message: "The person you are calling is not available. Please leave a message after the tone."
- Custom greeting — A personalized recording uploaded through Audio Files and assigned to the extension
Custom voicemail greetings help callers know they reached the right person. Include the agent's name, department, and expected callback time in the greeting.
Permission Scoping
Voicemail visibility depends on the user's role:
| Role | Sees |
|---|---|
| Agent | Only voicemails for their own extension |
| Administrator | All voicemails across the tenant |