Voicemail is a fundamental telecommunications feature. This article explains how to access voicemail boxes depending on the means of communication, how to configure voicemail beyond the system defaults, and explains the voicemail IVR tree. 

Checking Voicemails

There are many methods for checking voicemail messages. 

Refer to the following table based on preferred means of communication:

Means of Communication	How to Check Voicemails
Hard Phone - Button	Cloud voice desk phones have a pre-configured voicemail button. The location of this button is dependent on the model and brand. Look for a voicemail icon button near the dial pad: Or a message icon button near the dial pad: Or the "Messages" option in the Main Menu: Any of these actions will connect you straight to that device's voicemail box. Then enter the pin to access messages.
Hard Phone - On⁠⁠⁠⁠⁠⁠⁠-Net Dialling	The voicemail box can also be accessed by dialing an extension. By default, x5001 connects users to their voicemail box and x5000 allows users to check a different voicemail box. Voicemail pins are still required to access messages.
Hard Phone - Off-Net Dialling	To access a voicemail box from an off-net number. Once configured, then the user can check voicemail messages by calling their direct phone number and pressing the # or * key (depending on what was configured) once the voicemail greeting starts playing.
Portal	Navigate to the Portal > Messages. Options here are to play a voicemail, call to play, forward, download, and delete.

Voicemail Greetings & Recorded Names

1. Navigate to the Portal > My Account (if scope is Office Manager or above) > Messages > Settings.
2. Across from Greetings, existing greetings and names can be played or downloaded.
   
    
3. If the only button you see is a "manage" button (a megaphone icon), then there are no Voicemail Greetings or Recorded Names configured for this user.
   

Add a Voicemail Greeting

You can use the "manage" button (a megaphone icon) across from "Voicemail Greeting" to manage existing greetings and add new ones. 

There are 3 options for adding a new greeting: 

1. Use text-to-speech to transform your typed words into computer-generated audio. 
2. Upload an existing .MP3 or .WAV file.
3. Call a number to record your greeting in real-time. 

Text-To-Speech
Upload
Record	After selecting the "Record" option and then naming the greeting, decide where you want to be called. The system will call you at this number and ask you to record your greeting. For on-net numbers (extensions), you must specify the device. For example, the user in this example is asking to be called at their WebPhone.  For off-net numbers (DIDs), you may be required to use the country code. Here's a U.S. example:   Press the Call button.  The system will call you at the number you entered.  Answer the call.  It will prompt you to record your greeting: "Start recording after the tone. Press pound when finished".  After pressing # (pound), you can hang up.  Then your recorded greeting will automatically be added to the refreshed table ("Ellen's Voicemail" in this example).

Delete a Voicemail Greeting

Voicemail Greetings can be downloaded, edited, or deleted by clicking the respective button across from that greeting. They can also be sampled by clicking the play button (to the left of the greeting). 

Create a Recorded Name

1. To replace the existing name, use the "manage" button (a megaphone icon) next to "Recorded Name."
   

   

   
    

If the "manage" button is the only button across from "Recorded Name", this user has not created their name yet.
 

There are 3 options for adding a new name: 

1. Use text-to-speech to transform your typed words into computer-generated audio.
2. Upload an existing .MP3 or .WAV file.
3. Call a number to record your name in real-time. These are the same options that exist for adding a Voicemail Greeting. Refer to the above table for details. Note that the only difference is that only one Recorded Name can be stored, whereas, multiple Voicemail Greetings can be stored. Adding a new Recorded Name will replace the existing file (if one exists). 

Voicemail IVR Tree

IVR (Interactive Voice Response) is computer technology that translates voice and dial tones into commands to route users to the correct place. For example, "press 1 to record a greeting" uses IVR technology. The user presses "1" on their phone, and the underlying technology understands the specific button tone, translating it into the appropriate action, letting the user record a greeting. 

The following IVR tree is what the system uses inside voicemail boxes: