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Setting Up Voicemail

 

Overview 

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. 

  • Select Administrators, then Users. 
  • Click on the user to expand the boxes.  
  • Click on the Voicemail tab and choose Set Up Voicemail. A voice mailbox is automatically created for User.  
  • Please Note: User MUST have an extension assigned to them before you will be permitted to add a voice mailbox. 

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  • Next you can modify the voicemail options, such as mailbox number, message waiting indicator, add a custom greeting or email notifications and then Save Changes.  

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 

  • Select Administrators, then Inbound Call Settings (on the left) and Voicemail.
  • Click Add Voice Mailbox 
  • Fill in all the information on the on the Basic, Custom Greetings, Advanced and Review tabs. 
  1. Mailbox Owner:  The name of the person who will own this voice mailbox. 
  1. Mailbox Name: The name of the mailbox. 
  1. Mailbox Number: This unique number will be used to identify this mailbox while checking voicemail in the voicemail manager. Note: 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. 
  1. Notifications: Turn on to receive an email regarding a new voicemail. NOTE: Only one (1) email address can be used/added for notification via email 
  1. Message Waiting Notification: If desired, the voicemail box can light the message waiting indicator light of the selected user's registered phones. 
  1. Attach Message as WAV: If marked then the notification email will contain a WAV file of the voicemail attached to it. 
  1. Delete Message after Sending: If marked, the voicemail will be deleted from the server upon sending the email. 
  1. Custom Greeting: Allows you to record a greeting from this page or upload a greeting from a pre-recorded wav file. 
  1. Time zone:  Select the time zone in which to record the date and time of voicemail. 
  1. On Playback Say Date and Time: Turn on to hear the date and time at the beginning of each voicemail during message playback. 
  1. On Playback Say Message Duration: Turn on to hear the duration of each voicemail during message playback. 
  1. On Playback Say Caller ID: Turn on to hear the caller ID of the caller who left the message during message playback. 
  1. Pressing Zero Redirects 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:  

 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 Administrators tab on the right side of the page, then go to Users and find your name. On the Call Settings, confirm that it shows your inbound calls are sent to your voice mailbox (you can Modify the preferences if you need to make changes): 

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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. 

  1. Transferring a Call Directly to Another User's Voicemail
    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, Have the Account Administrator log into the Admin Portal and choose the Inbound Call Settings, then Voicemail. Select the name of the Voice Mailbox and go to Advanced Settings and click Edit Info at the bottom. In the Extensions field type in a 4-digit number as the ‘Extension’ and Save Changes 

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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 need to do is change the second digit of the user's extension to a '7' to directly reach his/her voice mailbox. 

 

Important Notes:

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 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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