# 15 Shared Voicemail

### Overview

In some scenarios, multiple extensions or groups within your organization may need to share a **single voicemail box**. This is commonly used for:

* A main company number
* A Virtual Receptionist (Auto Attendant)
* A Ring Group
* A Call Queue

A shared voicemail ensures that important messages are captured even when no individual user answers the call.

#### Example Scenario

**Example A**\
A company uses one shared voicemail box for all incoming calls to the main number:

* A caller reaches the **Virtual Receptionist** and presses **5** to leave a message, **or**
* The call is routed to the **Sales** or **IT** group and no one answers

In both cases, the call is redirected to the same shared voicemail box.

<figure><img src="https://846155343-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MfkamWLaD5pcQwlKWwC%2Fuploads%2FXjgwncASk4mFBoUFob6B%2Fshared_vm.png?alt=media&#x26;token=97f25ad0-7532-480d-9d5d-7f9dad435d95" alt=""><figcaption></figcaption></figure>

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### Creating a Shared Voicemail

1. Sign in to the **PortSIP PBX Web Portal**.
2. Navigate to **Call Manager > Advanced Services > Shared Voicemail**.
3. Click **Add**.

#### Configure the Following Fields

* **Extension Number**\
  The unique number that identifies the shared voicemail.\
  This must be a new number and **must not** conflict with any existing extension.
* **Display Name**\
  A friendly name for the shared voicemail box.
* **Prompt Language**\
  Select the language used for voicemail prompts.
* **PIN Number**\
  Set the voicemail box password.
* **Email**\
  Specify the email address that will receive voicemail notifications.
* **Voicemail PIN Authentication**\
  Enable this option to require a PIN when users access this shared voicemail.
* **Send email when receiving a voicemail**\
  Enable or disable email notifications for new voicemail messages.

Save the configuration to create the shared voicemail.

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### Redirecting Calls to a Shared Voicemail

You can redirect unanswered or failed calls to a shared voicemail from several call-handling features.

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#### Call Queue

To redirect unanswered queue calls:

1. Open the Call Queue settings.
2. Set **Destination if no answer** to **Forward to Number**.
3. In the popup window, select **Shared Voicemail**.
4. Choose the desired shared voicemail.
5. Click **OK**.

<figure><img src="https://846155343-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MfkamWLaD5pcQwlKWwC%2Fuploads%2F57O2RPanEJGBzFD3shlg%2Fshared_vm_1.png?alt=media&#x26;token=00002eed-275d-4bd0-b5f8-5fa365d933b6" alt=""><figcaption></figcaption></figure>

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#### Ring Group

To redirect unanswered ring group calls:

1. Open the Ring Group settings.
2. Set **Destination if no answer** to **Forward to Number**.
3. Select **Shared Voicemail**.
4. Choose the shared voicemail.
5. Click **OK**.

<figure><img src="https://846155343-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MfkamWLaD5pcQwlKWwC%2Fuploads%2FXqxjtQmuS58V83AUU3qb%2Fshared_vm_2.png?alt=media&#x26;token=0b9d1239-830b-4c33-96b2-2e435f9d6e96" alt=""><figcaption></figcaption></figure>

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#### Virtual Receptionist

To redirect failed Virtual Receptionist calls:

1. Open the Virtual Receptionist settings.
2. Set **Call Failed** to **Forward to Number**.
3. Select **Shared Voicemail**.
4. Choose the shared voicemail.
5. Click **OK**.

<figure><img src="https://846155343-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MfkamWLaD5pcQwlKWwC%2Fuploads%2F8iLbGdF0BK2qKX7uXT09%2Fshared_vm_3.png?alt=media&#x26;token=926d42fa-b957-452a-8f60-c9b19289d581" alt=""><figcaption></figcaption></figure>

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#### Extension

To redirect extension calls to a shared voicemail:

1. Open the extension settings.
2. Set the **Call Forward Destination** to **Forward to Number**.
3. Select **Shared Voicemail**.
4. Choose the shared voicemail.
5. Click **OK**.

<figure><img src="https://846155343-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MfkamWLaD5pcQwlKWwC%2Fuploads%2FO8qq3wFsqvojwiFqmsnb%2Fshared_vm_4.png?alt=media&#x26;token=5c4b2261-c320-41d1-8bf6-de56c3999d9f" alt=""><figcaption></figcaption></figure>

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#### Inbound Rule

To redirect inbound calls to a shared voicemail:

1. Open the inbound rule configuration.
2. Set the **Call Forward Destination** to **Forward to Number**.
3. Select **Shared Voicemail**.
4. Choose the shared voicemail.
5. Click **OK**.

<figure><img src="https://846155343-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MfkamWLaD5pcQwlKWwC%2Fuploads%2FmNNgVhnnHoM2y4ywe8GN%2Fshared_vm_5.png?alt=media&#x26;token=e7473d65-d5a9-47f8-bbea-94377d697503" alt=""><figcaption></figcaption></figure>

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### Accessing a Shared Voicemail

#### From an IP Phone or Client App

1. Dial **\*56** followed by the **shared voicemail number**.
2. When prompted, enter the voicemail **PIN**.

This method works from:

* IP phones
* Softphones
* Mobile and desktop client apps

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#### From the PBX Web Portal

1. Sign in to the **PortSIP PBX Web Portal**.
2. Navigate to **Call Manager > Advanced Services > Shared Voicemail**.
3. Double-click a shared voicemail (or select it and click **Edit**).
4. Open the **Voicemail** page.

<figure><img src="https://846155343-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MfkamWLaD5pcQwlKWwC%2Fuploads%2F5XrtLNs229qC2EWcTQDS%2Fshared_vm_6.png?alt=media&#x26;token=fd4f9e45-c9e1-48aa-924a-4664b46bd890" alt=""><figcaption></figcaption></figure>

From the voicemail list, you can:

* Play messages
* Download recordings
* Delete voicemails

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### Best Practices

* Use shared voicemail for **company-wide** or **department-level** calls.
* Assign a **clear display name** so users understand the voicemail purpose.
* Protect shared voicemail with a **PIN** to prevent unauthorized access.
* Enable email notifications to avoid missed messages.