Manage voicemail settings for a user

Administrators can enable and configure voicemail settings and notifications for users. The voicemail settings and features allow users to retrieve voice messages by email or text. Voicemails are sent in a .wav format.

Enable voicemail

1. Log in to User Hub.
2. Under Admin, in the left menu, select Users.
3. Select the user you’d like to modify.
4. Select Calling.
5. Scroll down to Voicemail, fax, announcement language and timezone and select Voicemail.
6. Select the toggle to enable.
7. Choose when to send calls to voicemail. Options include:
   • Send all incoming calls to voicemail - Select this option to have all calls sent to voicemail.
   • Send calls to voicemail during a busy line - Select this option to set up voicemail when the line is busy.
     • Choose the message file to play, or upload a new file. Note: If uploading a new file to be used as the voicemail message, it must meet the following requirements: 8 Khz, 8 bit mono, CCITT u-law, 4.6MB max, .wav file format.
   • Send calls to voicemail when unanswered - Select this option to set up voicemail for when a call exceeds a set number of rings.
     • Set the number of rings. Once a call exceeds this number of rings, the call is sent to voicemail.
     • Choose the message file to play, or upload a new file. Note: If uploading a new file to be used as the voicemail message, it must meet the following requirements: 8 Khz, 8 bit mono, CCITT u-law, 4.6MB max, .wav file format.
8. (Optional) Enable Transfer on “0” to another line. Once selected, enter the phone number to forward the calls to. 

If this option is selected, make sure the voicemail greeting informs the callers that pressing ‘0’ will transfer them.

9. (Optional) Enable Email a copy of voicemail message. This option sends a recording of all voicemails to the email address entered. Once selected, enter the email address to send the messages to.
10. Click Save to save your changes. 

Reset or set a temporary user’s voicemail PIN

If the default voicemail PIN is enabled for your organization, you can reset a user’s voicemail PIN.

1. Log in to User Hub.
2. Under Admin, in the left menu, select Users.
3. Select the user you’d like to modify.
4. Select Calling.
5. Scroll down to Voicemail, fax and announcement language and select Voicemail.
6. Scroll down to Voicemail PIN.
   • To reset, select Reset voicemail PIN. Now the user can sign in to their voicemail portal and enter the default PIN set up for your organization.
   • To set a temporary passcode for the user, enter the temporary passcode and confirm by entering again in the second field. Select Save to save your changes.

Enable voicemail notifications

1. Log in to User Hub.
2. Under Admin, in the left menu, select Users.
3. Select the user you’d like to modify.
4. Select Calling.
5. Scroll down to Voicemail, fax and announcement language and select Voicemail.
6. Scroll down to Notifications and select the toggle to enable.
7. Choose one of the following notification methods for the user:
   • Via email - Enter the email address to receive an alert when there is a new voicemail.
   • Via text - Enter the mobile number and select the wireless provider from the drop-down list.
8. Select Save to save your changes.

Voicemail message storage

Administrators can specify where users can access their voicemail on their phone, either in User Hub or to a specified email address as a .tiff file. Under Message storage, select one of the following options:

• Use internal mailbox — Users access their messages from their phone or from the User Portal. Select Use new message indicator on phone to enable the indicator.
• Use external mailbox — Users have all their voice messages sent to a specified email. Note: This option disables access to voicemail messages from the user’s phone, desktop app, and the User Portal.