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. 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

Sign in to Control Hub.

2

Go to Services > Calling > Virtual Lines.

3

Select a virtual line number that you assigned as a shared line and click Calling.

4

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

5

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

6

Click Save.

When a user calls and leaves a voice message, the MWI light turns on to indicate that there’s a voice message. A user in a group can check the voice message 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

Sign in to Control Hub.

2

Go to Services > Calling > Features.

3

Click the Voicemail Group card then Add new.

4

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’re calling.
5

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.

    • Use internal mailbox—If you choose this option, users can access their voice messages from phone, Webex App, and User Hub.

      The internal mailbox has the following storage limitations:

      • Single message limit of 10 minutes

      • Total mailbox limit of 100 minutes

    • Use external mailbox—If you choose this option, all the voice messages are sent to a specified email. Users can't access voice messages from their phone, Webex App, or User Hub. Also, voicemails aren’t transcribed.

  • New Message Notification—Receive notifications of any new voicemails or faxes to an email address.

    If enabled, enter the email address.

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

    • Select Transfer to '0' to phone number and enter the phone number to which callers are transferred.

    • Select Email a copy of message and enter the email address to which the recording of all voicemails are sent.

6

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.

7

Click Done.

What to do next

If you’ve set up the voicemail group for a specific work group or specific users, you need to share the voicemail group number and passcode with these users or groups. You 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

Sign in to Control Hub.

2

Go to Services > Calling > Features.

3

Go to the Voicemail Group card and click Manage.

4

Select a voicemail group to edit.

5

In the side panel, click Voicemail.

6

Enable or disable the voicemail group service.

7

Click Save.

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 > Calling > Features.

3

Click the Voicemail Group card and click Manage.

4

Select a voicemail group to edit.

5

In the side panel, edit the Phone Number, Extension, Caller ID, and Time Zone.

You can't change the location. To change the location, you have to delete this voicemail group and recreate it.

6

Click Voicemail to edit the additional voicemail settings.

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

  • Choose the language to apply to the audio announcements.

  • 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.

  • Toggle on or off Receive notification of any new voicemails or faxes to an email address.

    If enabled, enter the email address.

  • Toggle on or off Allow this voicemail group to receive fax messages.

    If enabled, choose a phone number. You can also enter an extension.

    This option may be unavailable if voicemail forwarding is disabled.

  • Select or deselect Transfer to '0' to phone number. If selected, 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.

  • Select or deselect Email a copy of message. If selected, enter the email address to which the recording of all voice messages are sent.

  • Change the passcode for this voicemail group if necessary.

7

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

Sign in to Control Hub.

2

Go to Services > Calling > Features.

3

Click the Voicemail Group card and click Manage.

4

In the Actions column of a voicemail group, click Unassign .

5

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

Sign in to Control Hub.

2

Go to Services > Calling > Features.

3

Click the Voicemail Group card and click Manage.

4

In the Actions column of a voicemail group, click .

5

To confirm, click Delete.