You might use a voicemail group for any of the following scenarios:

  • You need a general purpose voicemail for a department or workgroup.

  • You’d like to add a voicemail option to an auto attendant or hunt group.

  • You’d like to send the overflowed incoming calls from a call queue to a shared voicemail box.

  • You have users who only need a voicemail box.

Create a voicemail group with MWI using virtual line

Virtual line can be used to create a group voicemail with the benefit that when someone leaves a voicemail, the Message Waiting Indicator (MWI) is enabled on the devices that the virtual line number is assigned to.

Before you begin

To configure a virtual line number as a group voicemail, first configure the virtual line number to more than one user’s device as a shared line. For more information on shared line configuration, see: Shared line configuration for Multiplatform Phones (MPP) .

1

From the customer view in https://admin.webex.com/, go to Services, and choose Calling > Virtual Lines card.

2

Click Manage and select the virtual line number that you assigned as a shared line and click Calling.

3

From the Voicemail, fax and announcement language section, click Voicemail.

4

Toggle on the Voicemail and Send all incoming calls to voicemail.

5

Click Save.

When a user calls and leaves a voicemail, the MWI light turns on to indicate that there’s a voicemail. A user in a group can check the voicemail by entering the PIN of the voicemail box.
Create a voicemail group using primary line or extension

You can create a shared voicemail or inbound fax box by creating a new voicemail group in Control Hub.

1

From the customer view in https://admin.webex.com/, go to Services, and choose Calling > Features.

2

Click Voicemail Group card then Add .

3

On the Basics page, enter the following information, and then click Next.

  • Location—Where this voicemail group service is assigned.
  • Voicemail Group Name—The name used to identify this voicemail group.
  • Phone Number—Assign a phone number and/or extension.

    For fax service, a separate, full phone number is required. For only voicemail service, a phone number is optional.

  • Caller ID First Name and Last Name—Presented when calls are transferred or forwarded out of this voicemail group.
  • Voicemail Passcode—Use this code to access the voicemail group when you are calling.
4

On the Settings page, enter the following information, and then click Next.

  • Language—Select the language for the audio announcements.
  • Message Storage—Choose where messages are stored.
  • New Message Notification—Receive notifications of any new voicemails or faxes to an email address.

    If enabled, enter the email address.

  • Fax Messaging—Enable this to allow this voicemail group to receive fax messages.
  • Additional Voicemail Settings—Choose one or both of the following:

    • Check the Transfer to '0' to phone number check box, and enter the phone number to which callers are transferred.

    • Check the Email a copy of message check box, and enter the email address to which the recording of all voicemails are sent.

5

On the Review page, under each tab, review your new voicemail group settings to make sure everything is correct. You can click Back to make any changes, or click Create to apply the settings to your new voicemail group.

6

Click Done when completed.

What to do next

If you’ve set up the voicemail group for a specific work group or specific users, you’ll need to share the voicemail group number and passcode with these users or groups. You'll also need to add a phone number or extension to the voice portal, if you haven't done so already.

Enable or disable a voicemail group
1

From the customer admin view in https://admin.webex.com/, go to Services, and choose Calling > Features.

2

Click Voicemail Group and then select the voicemail group to edit.

3

In the side panel, under Voicemail Settings, select the arrow next to Voicemail to expand.

4

Use the toggle to enable or disable this voicemail group service.

5

If you are disabling, a pop-up appears asking you to confirm, click Okay.

Edit a voicemail group's settings

You can edit the settings for a previously created voicemail group at any time in Control Hub.

1

Sign in to Control Hub.

2

Go to Services, and choose Calling > Features.

3

Click the Voicemail Group card and click Manage. Select the voicemail group to edit.

4

In the side panel, under General Settings, you can edit the Phone Number and/or Extension and the Caller ID.

The location can't be changed. You have to delete this voicemail group and recreate it to change the location.

5

Under Voicemail Settings, select the arrow next to Voicemail to expand and to edit the additional voicemail settings.

If the voicemail group service is disabled, the additional settings don't appear.

6

Under Language, select the language to apply to the audio announcements.

7

Under Greetings, choose the message that is played when callers reach this voicemail.

  • Default Greeting—Plays a default greeting for incoming calls.
  • Custom Greeting—Upload an audio file, or record a greeting using the recording function.

The Voicemail Group configuration only provides a single greeting option that acts as the no-answer greeting. This single greeting applies to both "No answer" and "Busy" situations.

8

Under Fax Messaging, you can enable or disable this voicemail group to receive fax messages.

This option may be unavailable if voicemail forwarding is disabled.

9

Under Additional Voicemail Settings, you can choose one or both of the following:

  • Check the Transfer to '0' to phone number check box, and enter the phone number to which callers are transferred.

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

  • Check the Email a copy of message check box, and enter the email address to which the recording of all voicemails are sent.
10

Under Change Voicemail Passcode, you can change the passcode for this voicemail group.

11

Once you’ve completed all your edits to the voicemail group, click Save.

Unassign a phone number and extension

You can unassign a phone number or extension from a voicemail group.

If you’re using the voicemail group feature for fax service, a phone number is required. If you’re using it for voicemail only, a phone number is optional.

1

From the customer view in https://admin.webex.com/, go to Services, and choose Calling > Features.

2

Click Voicemail Group and select the voicemail group to edit.

3

In the Actions column, select Unassign .

4

You're prompted to confirm that you want to unassign this phone number from the voicemail group. Click Unassign to confirm.

If fax messaging is enabled for this voicemail group, you're prompted to disable a fax message before unassigning the phone number. To confirm, click Okay. Then click Disable and Unassign.

Delete a voicemail group

You can delete a previously created voicemail group. When a voicemail group is removed, all messages and related data are deleted, and can’t be recovered. If there’s a phone number or extension assigned, it’s unassigned.

1

From the customer view in https://admin.webex.com/, go to Services, and choose Calling > Features.

2

Click Voicemail Group and find the voicemail group to delete from the list.

3

In the Actions column, select .

4

To confirm, click Delete.