PBX & Call Center
Voicemail
Listen to messages callers left when nobody could answer.
Contents
- What it is for
- Who can use it
- Where to find it
- The screen explained
- Tasks
- Example scenario
- Tips
- Troubleshooting
- Related pages
What it is for
Voicemail lists messages left on your extension (or, if you are allowed, on other mailboxes) so you can play, download and mark them.
Who can use it
Everyone on the phone system. Normal users see their own extension's messages; users with wider access can pick All mailboxes.
Where to find it
Phone → Voicemail
The screen explained
| Item | Meaning |
|---|---|
| All / New / Heard filter | Shows every message, only unheard ones, or only heard ones. The "N new" badge counts unheard messages. |
| Caller | Who left the message ("Unknown caller" when withheld). |
| Mailbox | The extension it was left for. |
| Length, Received | Duration and time. |
| Play / Pause | Plays the message in the page. |
| Mark as heard / Mark as new | Changes its status. |
| Download | Saves the audio file. |
| Emailed | The message was also sent to an email address. |
| Heard on the phone | You already listened from a desk phone. |
| Delete | Removes the message after confirmation. |
Tasks
Listen to your messages
- Open Phone → Voicemail.
- Choose New.
- Press Play on a message.
- Press Mark as heard, or return the call from Call back.
Check voicemail from a desk phone
- Dial the voicemail code (by default
*97). - Enter your voicemail PIN (set on your extension).
Example scenario
At 8:30 Tahmina opens Voicemail and finds two new messages left overnight on the support line. One is from a customer asking for a plan upgrade. She plays it, marks it heard and creates a lead from the call history.
Tips
- Set a voicemail PIN of 4 to 10 digits on every extension so people can check from a desk phone.
- An administrator can have voicemail audio emailed to the owner too.
Troubleshooting
| Problem | Fix |
|---|---|
| No voicemail shown | Voicemail must be on for the extension (Extensions & call groups, edit, Voicemail). |
| "The message could not be played. Try again." | Try again. If it persists the recording storage may be unavailable. |
| Callers hear busy instead of voicemail | Voicemail is switched off for that extension. |