Manage a shared voicemail and inbound fax box for Webex Calling
You can create a shared voicemail box and inbound fax box to assign to users or call routing features like an auto attendant, call queue, or hunt group. With the voicemail group feature, you can set up new message notifications, choose where you want the messages stored, and customize the voicemail box greeting.
You might use a voicemail group for any of the following scenarios:
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You need a general purpose voicemail for a department or workgroup.
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You’d like to add a voicemail option to an auto attendant or hunt group.
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You’d like to send the overflowed incoming calls from a call queue to a shared voicemail box.
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You have users who only need a voicemail box.
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) .
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From the customer view in https://admin.webex.com/, go to Services, and choose card. |
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Click Manage and select the virtual line number that you assigned as a shared line and click Calling. |
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From the Voicemail, fax and announcement language section, click Voicemail. |
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Toggle on the Voicemail and Send all incoming calls to voicemail. |
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Click Save. |
You can create a shared voicemail or inbound fax box by creating a new voicemail group in Control Hub.
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From the customer view in https://admin.webex.com/, go to Services, and choose . |
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Click Voicemail Group card then Add . |
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On the Basics page, enter the following information, and then click Next.
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On the Settings page, enter the following information, and then click Next.
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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. |
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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.
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From the customer admin view in https://admin.webex.com/, go to Services, and choose . |
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Click Voicemail Group and then select the voicemail group to edit. |
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In the side panel, under Voicemail Settings, select the arrow next to Voicemail to expand. |
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Use the toggle to enable or disable this voicemail group service. |
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If you are disabling, a pop-up appears asking you to confirm, click Okay. |
You can edit the settings for a previously created voicemail group at any time in Control Hub.
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Sign in to Control Hub. |
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Go to Services, and choose . |
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Click the Voicemail Group card and click Manage. Select the voicemail group to edit. |
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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. |
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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. |
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Under Language, select the language to apply to the audio announcements. |
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Under Greetings, choose the message that is played when callers reach this voicemail.
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. |
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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. |
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Under Additional Voicemail Settings, you can choose one or both of the following:
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Under Change Voicemail Passcode, you can change the passcode for this voicemail group. |
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Once you’ve completed all your edits to the voicemail group, click Save. |
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.
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From the customer view in https://admin.webex.com/, go to Services, and choose . |
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Click Voicemail Group and select the voicemail group to edit. |
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In the Actions column, select Unassign . |
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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. |
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.
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From the customer view in https://admin.webex.com/, go to Services, and choose . |
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Click Voicemail Group and find the voicemail group to delete from the list. |
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In the Actions column, select . |
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To confirm, click Delete. |