Configure organizational settings for voicemail

Before you begin managing users’ voicemail settings, you must first configure your organizational settings. These configurations determine the users’ voicemail settings that you can set.

  1. From the customer view in https://admin.webex.com, select Calling under Services.

  2. Select Service Settings and locate the voicemail panel.

Setting up the extension on the voice portal is a prerequisite to configure voicemails. See Configure voice portals for Webex Calling in Control Hub for details.

You can configure the following:

Voicemail forwarding

When enabled, the settings allow users to forward a voicemail message to another users’ number or extension. If disabled, this prohibits the user to forward voicemail messages, using an external mailbox, or sending a copy of the voicemail message to a specified email address.

  • To enable this setting, click the toggle.

Voicemail deletion

Voicemails over 180 days old are archived automatically. If you require access to archived voicemails, you are requested to raise a service request with Cisco.

Voicemail deletion allows you to set conditions for expired messages. When enabled, admins can specify the timeframe when messages expire. You can enter the days (1-180) in the provided field. Admins can also set conditions for message deletion.

You can enable the following:

  • Permissive Deletion—This keeps all unread voicemail messages and deletes those voicemail messages that have expired when a user accesses their mailbox.

  • Strict Deletion—This deletes all read and unread voicemail messages based on the time frame you set.

  • To enable this setting, click the toggle and choose the appropriate configuration.

Voicemail passcode

When enabled, the settings allow you to create a time frame in which a person has to change their passcode and how often they can change their passcode again (once it’s changed):

  • You can set the minimum number of days (1–7) when a passcode can be changed by the user when enabled. When the toggle is off, they can change their passcode multiple times on the same day.

    Webex Calling prevents the user from setting one of the older passcodes making the users' passcode more secure

  • You can set the number of days in which a passcode expires (between 15 and 180) when enabled. When the toggle is off, the passcode never expires.

    This feature also extends the passcode history 10–24. That is, it can store each user’s last 24 passcodes and prevent the user from reusing one of those stored passcodes.

  • To enable this setting, click the toggle and set the appropriate configurations.

Enable voicemail for a user

If you have call forwarding enabled, then those call forward settings override the voicemail settings you configured.

1

From the customer view in https://admin.webex.com go to Users and select the user that you want to enable voicemail.

2

Select Calling and then choose Voicemail from Voicemail, fax and annoucement language.

3

Turn on the Voicemail toggle, and choose from any of the settings you want to enable.

Some voicemail features may be unavailable due to organizational settings set.

Want to see how it's done? Watch this video demonstration on how to manage voicemail settings for a user in Control Hub.

Send a user's calls to voicemail

Configure these voicemail settings to direct incoming calls to users' voicemail.
1

From the customer view in https://admin.webex.com go to Users and select the user you want to enable voicemail for.

2

Select Calling and then choose Voicemail from Voicemail, fax and annoucement language.

3

Turn on the Voicemail toggle, and select the following options under Send calls to voicemail:

  • Send all calls to voicemail—This option forwards all calls to voicemail.
  • Send calls to voicemail when the line is busy—This option forwards calls to voicemail when the user is already on a call. Select the check box and choose to set up either default greeting or custom greeting.

    To set default greetings, select the Default "busy" message option.

    To set your own custom personalized greetings, select the Custom message option and click Upload File to upload your audio (WAV) file or click the Record Message to record the message.

  • Send calls to voicemail when no one answers—This option forwards incoming calls to voicemail after a specified number of rings. Select the check box and the number of rings before playing the greetings from the drop-down list. You can choose to set up either default greeting or custom greeting.

    To set default greetings, select the Default "busy" message option.

    To set your own custom personalized greetings, select the Custom message option and click Upload File to upload your audio (WAV) file or click the Record Message to record the message.

Once you've uploaded the file or recorded the greetings, you can update it by selecting Replace File or recording another message. Recording a new message or uploading a new file overrides the previous greetings.

The audio (WAV) file must be 8Khz, 8-bit mono, CCITT µ-law, 2MB max, .wav file format.

If you select Send all calls to voicemail, you can’t select the other two options. You can choose to direct to voicemail with both Send calls to voicemail when the line is busy and Send calls to voicemail when no one answers options are selected together.

4

Click Save.

Reset/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. For more information about how to set up a default voicemail PIN for your organization, see Configure a Default Voicemail PIN for All New Users.

1

To reset a Voicemail PIN:

  • From the customer view in https://admin.webex.com, go to Users and select the user you want to reset the voicemail PIN for.
  • Select Calling and then choose Voicemail from Voicemail, fax and annoucement language.
  • Enable the Voicemail toggle, and go to Voicemail PIN.
  • Click Reset Voicemail PIN.

    Now the user can sign in to their voicemail portal and enter the default PIN set up for your organization.

2

To Set a Temporary Passcode for User:

  • From the customer view in https://admin.webex.com, go to Management > Users.
  • Choose the user and navigate to Calling and then select voicemail PIN.
  • Set a temporary passcode for voicemail access in Create new temporary passcode.
    • The passcode must be between 6 and 30 digits.
    • Cannot contain 5 or more repeated digits.
    • Cannot be repeated patterns.
    • Cannot contain consecutive 4 digits in a row.
    • Cannot contain any part of your phone number or extension.
  • Confirm the passcode in the `Confirm new temporary passcode.
  • Click Save.
3

To Set a Temporary Passcode for Virtual Lines:

  • From the customer view in https://admin.webex.com, go to Services → Calling and select Virtual Lines.
  • Choose the User and select the Calling tab.
  • Set a temporary passcode for voicemail access in Create new temporary passcode.
    • The passcode must be between 6 and 30 digits.
    • Cannot contain 5 or more repeated digits.
    • Cannot be repeated patterns.
    • Cannot contain consecutive 4 digits in a row.
    • Cannot contain any part of your phone number or extension.
  • Confirm the passcode in the `Confirm new temporary passcode.
  • Click Save

    Users can also reset their voicemail PIN in https://settings.webex.com following the specified criteria set forth at the organization level. For these instructions, see Set a Voicemail PIN (Webex Calling).

Enable voicemail notifications for a user

1

From the customer view in https://admin.webex.com go to Users and select the user you want to enable voicemail notifications for.

2

Select Calling and then choose Voicemail from Voicemail, fax and annoucement language.

3

Toggle on Receive voicemail notifications and select one of the following:

  • Via email—Select this option and enter the email address to send the notification.

  • Via text—Select this option, enter the phone number to send the notification, and then select the network provider in the drop-down menu.

4

Click Save.

Manage a user's voicemail message storage

You can specify where users can access their voicemail on their phone—In the Webex Settings user portal or to a specified email address as a .tiff file.

If the location assigned to the user has voicemail transcription that is enabled and you'd like the user to receive voicemail transcriptions, email a copy of the message and select Use the internal mailbox option. For details on turning on the voicemail transcription for your location, see Enable or Disable Voicemail Transcription for a Location.

1

From the customer view in https://admin.webex.com, go to Users and select the user you want to configure voicemail message storage for.

2

Select Calling and then choose Voicemail from Voicemail, fax and annoucement language.

3

Go to Message Storage, and select one of the following options:

  • Use internal mailbox—Users access their messages from their phone or from the Calling User Portal. Select Use new message indicator on phone to enable the indicator.

    If the location assigned to the user has voicemail transcription , use internal mailbox must be selected in order for this user to receive voicemail transcription that is enableds.

    The internal mailbox has the following storage limitations:

    • Single message limit of 10 minutes

    • Total mailbox limit of 100 minutes

  • Use external mailbox—Users have all their voice messages that are sent to a specified email. This disables access to voicemail messages from users' phone, desktop app, or the Webex Settings user portal. If this option is selected, voicemails are not transcribed.

This option may be unavailable if voicemail forwarding is disabled.

4

Click Save.

Configure additional voicemail settings for a user

These additional settings can be configured with other voicemail settings for users in Control Hub.
1

From the customer view in https://admin.webex.com go to Users and select the user you want to enable additional voicemail settings for.

2

Select Calling and then choose Voicemail from Voicemail, fax and annoucement language.

3

Turn on the Voicemail toggle.

4

Go to Additional Settings, and choose one or both of the following:

  • Select the Transfer to '0' to another phone number check box, and enter the phone number to which callers will be transferred.

    If you select this option, make sure that your voicemail greeting informs callers that pressing '0' will transfer them.

  • Select the Email a copy of the voicemail message check box, and enter the email address to which the recording of all voicemails will be sent.

This option may be unavailable, if voicemail forwarding is disabled.

If the location assigned to the user has voicemail transcription enabled, select Email a copy of the message option for the user to receive voicemail transcriptions.

5

Click Save.

Configure fax messaging settings for a user

Fax messaging allows a user to receive direct inbound faxes from their voicemail service.

Before you begin

Consider these pointers before you configure this feature:

  • Faxes are collected by the Webex Calling platform and stored in a shared storage area along with voicemail messages. Storage capacity is 100 minutes of voicemail, or 1000 pages of fax messages. Make sure that users are aware of the space available, and must allocate space for new fax messages and archive wisely.

  • Fax messages are stored for an unlimited amount of time.

1

From the customer view in https://admin.webex.com, go to Users and select the user you want to enable fax messaging for.

2

Select Calling and then choose Voicemail from Voicemail, fax and annoucement language.

3

Turn on Fax Messaging to enable the feature.

4

From the drop-down, select the phone number assigned for fax messaging.

5

Enter an Extension, if needed.

6

Click Save.

Enable voicemail transcription for a user

With voicemail transcription, the user receives an email with the voicemail transcription in the body of the email and .WAV file as a voicemail attachment.

For a user to have voicemail transcription, the following conditions apply:

  • Enable voicemail transcription for the user’s location. For help, see Voicemail transcription for Webex Calling.

  • Select Email a copy of message and Use internal mailbox in the user’s voicemail settings area of the Calling profile.

A user can also configure all the voicemail settings on their own in the Webex Settings user portal. For more information, see: Configure your voicemail settings. Any changes made to these settings by the user will be reflected in both the Webex Settings user portal and Control Hub.