Voicemail Setup
How voicemail works here
Each extension can have its own voicemail box. A box has:
- A PIN for accessing messages from a phone
- A greeting (recorded by the user or generated by text-to-speech)
- An email recipient list — addresses that get notified when a new message arrives
- A transcription toggle — automatically transcribe voice to text in the email
- An attach toggle — include the audio file as an attachment
You can also create shared boxes (multiple users) for team mailboxes (e.g., a "main office" voicemail).
Where voicemail lives
Click Voicemail in the top nav. The page lists every box, with columns for name, owner extension(s), email recipients, and message count.
Configuring an extension's voicemail box
When you created an extension with voicemail enabled (chapter 4), a box was auto-created. Click it (or click Edit on the row).
Fields:
| Field | What it does |
|---|---|
| Mailbox Name | Internal identifier. Lowercase, no spaces. Don't change after callers know it. |
| Display Name | Friendly name that appears in dashboards |
| PIN | 4-6 digits. Used when checking voicemail from a phone (dial *97 then enter PIN). |
| Max Message Length | Default 120 seconds. Most callers leave shorter messages. |
| Email Recipients | One or more addresses, comma-separated |
| Email Attach | Include the .wav audio file in the email |
| Delete After Email | Auto-delete the message after emailing it (saves storage) |
| Transcribe | Use AI to convert audio to text in the email body |
| Greeting | Pick from the Media Library, or record a new one |
Click Save.
Recording a greeting
Two options:
Record from the dashboard
Open the extension's voicemail tab. Click Record Greeting. The browser asks for microphone permission. Click Start Recording, speak, click Stop. Click Save to attach this recording to the box.
Browser-based recording works in Chrome, Firefox, and Safari. Mobile browsers vary.
Record from your phone
Dial *97 on your registered extension. Enter your PIN. Follow the menu prompts (option 1 = listen to messages, option 2 = change greeting).
This is the lowest-friction option for non-technical users — they just dial a code and follow voice prompts.
Generate from text (TTS)
If you don't want to record your voice (or you want a professional polish), use Text-to-Speech.
Media Library → New → Text-to-Speech tab. Enter the greeting text, pick a voice, generate. Then come back to the voicemail box settings and select the new file as the greeting.
Sample greeting text:
"Hi, you've reached [name] at [company]. I can't take your call right now. Please leave a message with your name and number, and I'll get back to you as soon as possible. Thanks."
Listening to messages
Two ways:
From the dashboard
Click the box in the Voicemail list, then click Messages. You'll see every message with caller ID, date, duration. Play in the browser, download, or delete.
From a phone
Dial *97 from your registered extension. Enter PIN. Follow voice prompts.
Email-to-voicemail
If you set Email Recipients on a box, every new message triggers an email like:
Subject: New voicemail from (501) 555-0123
You received a new voicemail message.
From: (501) 555-0123 Date: 2026-05-04 09:15:32 Duration: 0:42
Transcript: Hi this is Bob calling about the proposal you sent over...
[audio file attached]
Most teams set this up so they never have to dial *97. Voicemail just shows up in their inbox.
Shared voicemail boxes
For "main office" or department voicemails:
- Voicemail → New Voicemail Box
- Set Mailbox Name (e.g., "main_office") and Display Name
- Add multiple emails as recipients (everyone who should hear it)
- Save
Now route a call flow or a feature code to this box, and any call going there leaves a message in this shared box.
Voicemail-to-Text accuracy
Transcription works well for:
- Native English speakers
- Quiet backgrounds
- Slow, clear messages
It struggles with:
- Heavy accents
- Loud backgrounds
- Mumbled speech
- Spelling unusual names or technical terms
When in doubt, the audio file is always attached so you can listen to anything that doesn't transcribe well.
Forwarding voicemail to another box
In the Messages view, select a message, click Move, pick the destination mailbox. Useful when a message is meant for someone else.
Deleting a voicemail box
Click Delete on a box. Confirm. All messages in the box are deleted permanently. Cannot be undone.
If the box is the destination for a call flow or feature code, those references are removed too — fix them or callers will get errors.
What's next
Your voicemail is configured. Now let's set up a simple auto-attendant so callers can route themselves.