15 Shared Voicemail

How to access call group voicemail in some instances, extensions or groups within your company may share a voicemail box. An example would be a voicemail assigned to the main company telephone number, the Virtual Receptionist, the Ring Group, or the Call Queue. There are various ways a shared voicemail box can be used. Here are some examples:

Example A: In this example, there is one companywide voicemail box accessed when a caller calls the main number, reaches the Virtual Receptionist/Auto Attendant, and Presses 5 to leave a message OR if either group (Sales or IT) does not answer.

Creating a Shared Voicemail

• In the PortSIP PBX Web Portal, select Call Manager > Advanced Services > Shared Voicemail and click the Add button

• Now enter the below fields:

  • Extension Number – This number identifies the shared voicemail from other extensions, also known as the Shared Voicemail Number. Specify a new one as needed. Do not specify an existing extension number

  • Display Name – Enter a friendly name for the shared voicemail

  • Prompt Language – Select the prompt language

  • Pin Number – Set a voicemail box password

  • Email – Set an email used to receive the notifications

  • Voicemail PIN Authentication - If this option is turned on, the PBX will verify the voicemail box PIN when the user accesses this shared voicemail box

  • Send email when receiving a voicemail - Set email notifications to send or not when having a new voice message

Redirect Call to Shared Voicemail

For the below scenarios, we can redirect the call to a shared voicemail.

Call Queue

Redirect the unanswered queue call to a shared voicemail:

1. Click the Destination if no answer combo box and select Forward to Number.

2. In the popup window, click the combo box and select Shared Voicemail. A list of currently shared voicemails will appear.

3. Choose the shared voicemail you want the call to be redirected to.

4. Click OK.

Ring Group

Redirect the unanswered ring group call to a shared voicemail.

1. Click the Destination if no answer combo box and select Forward to Number.

2. In the popup window, click the combo box and select Shared Voicemail. A list of currently shared voicemails will appear.

3. Choose the shared voicemail you want the call to be redirected to.

4. Click OK.

Virtual Receptionist

Redirect the unanswered virtual receptionist call to a shared voicemail.

1. Click the Call Failed combo box and select Forward to Number.

2. In the popup window, click the combo box and select Shared Voicemail. A list of currently shared voicemails will appear.

3. Choose the shared voicemail you want the call to be redirected to.

4. Click OK.

Extension

Redirect the call to a shared voicemail.

1. Click the call forward destination combo box and select Forward to Number.

2. In the popup window, click the combo box and select Shared Voicemail. A list of currently shared voicemails will appear.

3. Choose the shared voicemail you want the call to be redirected to.

4. Click OK.

Inbound Rule

Redirect the inbound call to a shared voicemail.

1. Click the call forward destination combo box and select Forward to Number.

2. In the popup window, click the combo box and select Shared Voicemail. A list of currently shared voicemails will appear.

3. Choose the shared voicemail you want the call to be redirected to.

4. Click OK.

How to Access Shared Voicemail

To access shared voicemail from an IP phone, app:

From any IP phone or client APP, dial *56 followed by the shared voicemail number. At the greeting, press the key to enter the voicemail PIN.

To access shared voicemail from the PBX Web Portal:

In the PortSIP PBX Web Portal, select Call Manager > Advanced Services > Shared Voicemail, double click a shared voicemail, select a shared voicemail then click the Edit button, and click the Voicemail page.

In the voicemails list, you can download, play, or delete the voicemails.