Setting Up Voicemail for Your Users

Updated September 2019



Voice mailboxes are not required for all Users.  They can be created for Users, or used as a general voice mailbox not assigned to one User (this is typical when creating a failover for an ACD Queue or Group).

Voice Mailbox Attached to Specific User

If when creating your Users you have not yet assigned a voice mailbox to a User, follow these steps to create one. If you are creating a User for the first time this is one of the options immediately available to you to configure.

  • Click on the Users tab
  • Click on a User to expand boxes
  • Locate box labeled 'Voicemail'
  • Click "add" in lower right corner of the Voicemail box.  A voice mailbox is automatically created for User.  Simultaneously, the failover ring time is defaulted to 20 seconds under 'Inbound Call Preferences' box opposite 'Voicemail' box.
  • Please Note: User MUST have an extension assigned to them before you will be permitted to add a voice mailbox
Add a voicemail box button

To change voicemail options, such as the mailbox number, pin, message waiting indicator or voicemail-to-e-mail settings, click "modify" for the 'Voicemail' box to expand and edit.

Modify the voicemail box button

view of screen after 'modify' is pressed:

View after Modify is pressed

To email the voice mailbox instructions and settings to your User, click the "Email Voicemail Configuration Instructions" link under the 'Maintenance' box.

Email Voicemail Configuration Instructions link

The email will say:
You can access your OnSIP Voicemail easily from any phone.

Using internal (OnSIP Registered) phones:
Extension: *98

Your mailbox number is: 7005
Your mailbox PIN is: XXXX
Your mailbox extension is: 8001


General Voice Mailbox Creation:

  • Click on the Resources tab
  • Create a New Resource
  • Select icon for voice mailbox and Create New Voice Mailbox
  • Fill in blanks and Save
Icon for voice mailbox and Create New Voice Mailbox     
NOTE: Only one (1) email address can be used/added for notification via email
  1. Mailbox Number: This unique number will be used to identify this mailbox while checking voicemail in the voicemail manager. Note: In order to make this number easy to remember, we suggest selecting a number the same as the extension of the user that will failover to this voicemail box as the mailbox number. For instance, if this is the sales group's voicemail box and the sales group is at extension 1001, then set the mailbox number equal to 1001.
  2. Name: The name of the person who will own this voice mailbox.
  3. Timezone: Select the time zone in which to record the date and time of voicemail.
  4. Say Date-time: Turn on to hear the date and time at the beginning of each voicemail during message playback.
  5. Say Duration: Turn on to hear the duration of each voicemail during message playback.
  6. Say Caller ID: Turn on to hear the caller ID of the caller who left the message during message playback.
  7. Notify Pager: Send a short text email indicating the presence of a new voicemail. Please Note: This is separate from Voicemail-to-Email. This is intended to send emails to devices that only work well with very short messages.
  8. Pager Address: Email address of where to send the pager notification.
  9. Send Notification Email: Turn on to receive an email regarding a new voicemail.
  10. Email: Email address of where to send the notification email.
  11. Attach Message as WAV: If 'yes', then the notification email will contain a WAV file of the voicemail attached to it.
  12. Delete Message after Sending: If 'yes', the voicemail will be deleted from the server upon sending the email.
  13. Message Waiting Indicator (MWI): If desired, the voicemail box can light the message waiting indicator light of the selected user's registered phones.
  14. On Press of 0, send caller to: When a caller enters the voicemail box and presses "0" this is the location they will be transferred to.

Sending Calls Directly to Voicemail

If you wish, you have the option to send calls directly to a voice mailbox. This functionality can be useful in many situations. To set up this feature, follow these instructions for two common scenarios: 

1. Sending Calls Directly to Your Voicemail
If you are going to be out of the office for a few days or going out to lunch, you can have your calls sent directly to your voicemail instead of ringing your phone first.

Have your Account Administrator log into the Admin Portal and confirm your call preferences. Once in, the Administrator will navigate to the Users tab on the left side of the page, and click on your name in the list of users. In the Inbound Call Preferences box, confirm that it shows your inbound calls are sent to your voice mailbox (you can Modify the preferences if you need to make changes):

Setting Inbound Call Preferences to a Voice Mailbox

Once this option is set, you simply hit the 'Do Not Disturb' or 'DND' button on your phone. This will cause your phone to immediately reject all incoming calls. OnSIP will then follow your 'Inbound Call Preferences' and automatically forward the call to your voice mailbox.

2. Transferring a Call Directly to Another User's Voicemail
In order to transfer calls directly to other users' voice mailboxes, you must ensure that users have direct extensions associated with their voice mailboxes.

To add an extension to a voice mailbox, log into the Admin Portal and choose the Resources tab. Then, from the Type drop-down menu, choose the 'Voice Mailbox' filter to display all of the voice mailboxes on your account. Select the name of the Voice Mailbox, and select the Modify link in the Extensions & Phone Numbers box. Type in a 4 digit number as an 'Extension' and Save.

Assigning an extension to your voice mailbox

When you transfer a call to that extension, it will be sent directly to that user's voicemail.

For ease of use, you might create a uniform rule for all voice mailbox extensions. For example, if the main extension for the user is 7001, you can create the extension for his/her voice mailbox to be 7701. For the user with extension 7002, make the voicemail extension be 7702, and so on. Then, your users will know that to send a call to someone's voicemail, all they have to do is change the second digit of the user's extension to a '7' to directly reach his/her voice mailbox.

Notes of Importance

The maximum voicemail length, the length for which a caller can leave a message, is limited to 5-minutes.  We do test for dead air.  If there is no audio for 10-seconds, we will stop recording.

The maximum number of messages in a single mailbox (old and/or new) is 100.  If a voice mailbox has reached this limit, calls that are sent to/reach voicemail will be given an error message and disconnected.  It is very important to monitor the number of messages kept in a single voice mailbox. 

OnSIP recommends that your Users choose to send the voicemail as a WAV file and that the messages are deleted after sending (setting available as part of voice mailbox setup), from the phone.  If you do not want to automatically delete messages from the phone, be sure to monitor your voice mailbox and consistently delete unwanted messages to ensure that it does not get full.


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