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.
Creating a Shared Voicemail
Sign in to the PortSIP PBX Web Portal.
Navigate to Call Manager > Advanced Services > Shared Voicemail.
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.
Redirecting Calls to a Shared Voicemail
You can redirect unanswered or failed calls to a shared voicemail from several call-handling features.
Call Queue
To redirect unanswered queue calls:
Open the Call Queue settings.
Set Destination if no answer to Forward to Number.
In the popup window, select Shared Voicemail.
Choose the desired shared voicemail.
Click OK.
Ring Group
To redirect unanswered ring group calls:
Open the Ring Group settings.
Set Destination if no answer to Forward to Number.
Select Shared Voicemail.
Choose the shared voicemail.
Click OK.
Virtual Receptionist
To redirect failed Virtual Receptionist calls:
Open the Virtual Receptionist settings.
Set Call Failed to Forward to Number.
Select Shared Voicemail.
Choose the shared voicemail.
Click OK.
Extension
To redirect extension calls to a shared voicemail:
Open the extension settings.
Set the Call Forward Destination to Forward to Number.
Select Shared Voicemail.
Choose the shared voicemail.
Click OK.
Inbound Rule
To redirect inbound calls to a shared voicemail:
Open the inbound rule configuration.
Set the Call Forward Destination to Forward to Number.
Select Shared Voicemail.
Choose the shared voicemail.
Click OK.
Accessing a Shared Voicemail
From an IP Phone or Client App
Dial *56 followed by the shared voicemail number.
When prompted, enter the voicemail PIN.
This method works from:
IP phones
Softphones
Mobile and desktop client apps
From the PBX Web Portal
Sign in to the PortSIP PBX Web Portal.
Navigate to Call Manager > Advanced Services > Shared Voicemail.
Double-click a shared voicemail (or select it and click Edit).
Open the Voicemail page.
From the voicemail list, you can:
Play messages
Download recordings
Delete voicemails
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.
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