Prerequisites

• Ensure to have an administrator access in Control Hub.

• The call queue, hunt group, or auto attendant must already exist, or you must create it as part of the setup.

• For users to review messages in Webex App or on a desk phone, add them as shared voicemail members.

• Ensure that each member has a personal voicemail PIN.

Auto attendant

You can route auto attendant calls to the shared mailbox in the following scenarios:

• Call forwarding—When call forwarding is enabled, select the required forwarding option. Enter the number associated with the selected auto attendant, and then select Send to voicemail. When a call reaches the auto attendant, Send to voicemail directs the call to the auto attendant’s built-in shared mailbox instead of sending it through the normal auto attendant call flow.

• Business-hours or After-hours menu—You can send callers to the shared mailbox from the auto attendant’s business-hours or after-hours menu. From the applicable business-hours or after-hours menu, select Transfer to voicemail for the required keypad option to route calls to the auto attendant’s shared mailbox. The same functionality is also applicable for Menu timeout and repeat configuration.

For more details on Call forwarding, Business-hours, and After-hours auto attendant, see Manage auto attendants.

Call queue

You can route call queue calls to the shared mailbox in the following scenarios:

• Call forwarding—When call forwarding is enabled, select the required forwarding option. Enter the number associated with the selected call queue, and then select Send to voicemail. When a call reaches the call queue, Send to voicemail directs it to the call queue’s built-in shared mailbox.

• Overflow settings—Open the overflow settings, select Route to call queue voicemail from the overflow action drop-down list to route overflow calls to the shared mailbox.

• Queue policies—You can configure the applicable call queue service to route calls to the shared mailbox in the following scenarios:

  • Holiday service—

    Open the holiday-service settings and select Route to call queue voicemail as the routing action to send calls to the shared mailbox when the holiday schedule is active.

  • Night service—Open the night-service settings and select Route to call queue voicemail as the routing action to send calls to the shared mailbox outside the call queue’s business hours

  • Stranded calls—Open the stranded-call settings and select Route to call queue voicemail as the routing action to send calls to the shared mailbox when no agents are assigned, signed in, or reachable.

For more details on Call forwarding, Overflow settings, and Queue policies, see Configure Call Queue.

Hunt group

You can route hunt group calls to the shared mailbox in the following scenarios:

• Call forwarding—When call forwarding is enabled, select the required forwarding option. Enter the number associated with the selected hunt group and then select Send to voicemail. When a call reaches the hunt group, Send to voicemail directs it to the hunt group’s built-in shared mailbox.

• Call routing options—Use the hunt group routing options to send calls to the shared mailbox in any of the following scenarios:

  • Divert calls when all agents are unreachable—Enable this option and select Send to voicemail to send calls to the shared mailbox.

  • Divert calls when all agents are busy or if the hunt group is busy—Enter the number associated with the selected hunt group and then select Send to voicemail to send calls to the shared mailbox.

  • Forward after set number of rings—Enable this option and select Send to voicemail to send calls to the shared mailbox.

When callers reach the shared mailbox, they can leave a message for members who have shared voicemail access. For more details on Call forwarding and Call routing options, see Manage hunt groups in Control Hub.