Voicemail

What's covered here

Chapter 5 walked through configuring an extension's voicemail box. This chapter goes deeper: managing multiple boxes, shared boxes, advanced settings, and how to listen / move / clean up messages.

The Voicemail page

Top nav → Voicemail. Lists every voicemail box with columns:

• Mailbox Name (internal)
• Display Name (user-facing)
• PIN
• Email recipients
• Max message length
• Configuration (transcribe, attach, delete-after-send toggles)
• Message count
• Actions (edit, delete, view messages)

Box types

There are no formal "types," but boxes serve different roles:

• Personal extension box — auto-created with each extension. One owner.
• Shared box — multiple recipients (a team mailbox). Multiple emails get notifications.
• Department / general box — like shared, but routed from a call flow rather than tied to an extension. Used for "main office voicemail" patterns.

Create as many as you need. There's no per-box charge.

Creating a new box

Click New Voicemail Box. Same form as auto-created boxes:

• Mailbox Name — internal identifier, lowercase, no spaces (e.g., main_office, support_team)
• Display Name — friendly name (e.g., "Main Office")
• PIN — 4-6 digits, used when checking voicemail by phone (*97)
• Max Message Length — seconds. Default 120.
• Email Recipients — addresses (comma-separated) that get email notifications
• Email Attach — include the audio file
• Delete After Email — auto-delete after sending email (saves storage)
• Transcribe — generate a text transcript in the email
• Greeting — pick from Media Library or record fresh

Click Save.

Routing a call flow to a voicemail box

In a call flow, drag a Voicemail node. In its properties, pick the box. Connect.

This is how shared/general boxes get used — the call flow sends people there.

Listening to messages from the dashboard

Click a box, then click Messages. The list shows every message:

• Caller (number + CNAM if available)
• Date received
• Duration
• Status (New / Read)
• Actions (Play, Download, Move, Delete)

Click Play to listen in the browser. The message is streamed; nothing downloads unless you click Download.

Click Download to save the .wav file.

Click Delete to remove permanently.

Listening to messages from a phone

Dial *97 from any registered extension. Enter the box's PIN. Voice prompts walk you through:

• 1 = listen to new messages
• 2 = listen to old messages
• 3 = change greeting
• 4 = change PIN
• 0 = mailbox menu

Old-school but works from anywhere.

Email-to-voicemail

If a box has Email Recipients set, every new message generates an email like:

Subject: New voicemail from (501) 555-0123 — duration 0:42

A new voicemail message arrived for [box name].

From: (501) 555-0123 (CNAM: ACME PLUMBING) Received: 2026-05-04 09:15:32 CDT Duration: 0:42 seconds

Transcript: Hi this is Bob calling about the proposal you sent over yesterday...

[audio file attached]

---

To listen on your phone, dial *97 and enter your PIN.

Most teams configure this so they never have to dial *97 — voicemails just appear in their inbox.

Multiple recipients per box

For a shared box, add multiple email addresses (comma-separated). Every recipient gets a copy of the email.

Useful for:

• Team mailboxes (everyone gets every message)
• Manager + team member (both notified, manager has visibility)
• Backup notification (primary + backup contact)

Transcription

Set Transcribe to on. Every new message is transcribed (using AI), with the transcript shown in the email body.

Accuracy:

• Excellent for clear, native English speakers
• Good for accented English
• Mediocre for heavy accents or multiple speakers
• Poor for whispered or background-noise messages

When in doubt, the audio file is always attached so you can listen.

Transcription consumes a small amount of processing time per message (usually a few seconds). No additional charge.

Moving messages between boxes

In the Messages view, select a message, click Move, pick the destination box.

Useful when:

• A message went to the wrong box
• You want to forward a message to a colleague's personal box
• You're cleaning up and want to archive in a different location

Bulk operations

Select multiple messages with checkboxes:

• Bulk Delete
• Bulk Move

Use for cleanup at quarter-end or when retiring a box.

Box-level operations

Reset PIN

Edit the box, change the PIN, save. Old PIN stops working immediately.

Disable a box temporarily

Set the greeting to a "we're closed" message and route incoming calls elsewhere. Or change the box's email recipients to a no-op address. There's no formal "disable" toggle — just stop routing to it.

Delete a box

Click Delete. Confirm. All messages in the box are permanently deleted. No recovery.

If the box is referenced by call flows or extensions, those references break — fix them or callers will get errors.

Storage

Each tenant has a recording storage quota set by your service provider. Voicemail counts toward it. With Delete After Email on, you essentially keep no voicemail on the platform — everything's in your email — and storage is rarely an issue.

If you don't auto-delete, audit periodically. Old voicemails accumulate.

Common patterns

"Main office" voicemail

Create a shared box main_office. Add the office manager + receptionist as email recipients. Route the main DID (after-hours and during lunch) to this box via a call flow.

Personal extensions with self-service

Auto-create voicemail with each extension (default behavior). Each user manages their own greeting, listens via *97 or email.

Support team escalation

Set the team's queue to overflow to a voicemail box on no-answer. Add the team lead as the box's email recipient. Important calls don't get lost; they get reviewed and called back.

Press-zero-for-operator

In your IVR, give callers a "press 0 to leave a voicemail with us" option. Route to a shared box monitored by a manager.