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Voicemail System

The Voicemail System provides comprehensive voice message management, allowing you to efficiently handle missed calls, create custom greetings, and integrate voicemail with your communication workflows.

Overview​

The Voicemail System enables you to:

  • Manage multiple mailboxes for different purposes
  • Create professional custom greetings
  • Receive voicemail transcriptions
  • Route messages to appropriate team members
  • Integrate voicemail with CRM activities
  • Set up advanced call handling rules

Mailbox Management​

Creating Mailboxes​

  1. Navigate to Phone > Voicemail > Mailboxes
  2. Click Create New Mailbox
  3. Configure mailbox settings:
    • Mailbox Name: Descriptive identifier
    • Extension: Unique mailbox number
    • PIN: Security access code
    • Email: Notification destination
    • Owner: Assigned team member

Mailbox Types​

  • Personal Mailboxes: Individual user voicemail
  • Department Mailboxes: Shared team boxes
  • After-Hours Mailbox: Non-business hours
  • Language-Specific: Multilingual support
  • Campaign Mailboxes: Marketing-specific

Mailbox Settings​

Basic Configuration​

  • Mailbox Capacity: Message storage limits
  • Message Length: Maximum recording time
  • Retention Period: Auto-delete old messages
  • Access Methods: Phone, web, mobile
  • Timezone: Localized timestamps

Advanced Options​

  • Transcription: Convert voice to text
  • Language Detection: Auto-detect caller language
  • Spam Filtering: Block unwanted calls
  • Call Screening: Caller identification
  • Priority Routing: VIP caller handling

Greeting Management​

Types of Greetings​

  • Standard Greeting: Default message
  • Busy Greeting: When on another call
  • Unavailable: Out of office
  • Holiday Greeting: Special occasions
  • Emergency: Urgent situations
  • Name Recording: Caller directory

Recording Greetings​

Recording Methods​

  1. Phone Recording:

    • Dial mailbox number
    • Enter PIN
    • Follow prompts to record
    • Listen and re-record if needed

  2. Web Upload:

    • Upload pre-recorded audio
    • Supported formats: MP3, WAV
    • Professional recordings
    • Edit and trim online

  3. Text-to-Speech:

    • Type greeting text
    • Choose voice and language
    • Adjust speed and tone
    • Preview before saving

Greeting Schedules​

  • Business Hours: Weekday greetings
  • After Hours: Evening/weekend messages
  • Holiday Calendar: Automatic holiday greetings
  • Custom Schedules: Special events
  • Temporary Overrides: Vacation messages

Professional Tips​

  • Keep greetings concise (20-30 seconds)
  • Include callback information
  • Mention expected response time
  • Offer alternative contact methods
  • Update regularly

Message Management​

Accessing Messages​

Web Portal​

  • Visual voicemail interface
  • Play messages in browser
  • See caller information
  • Read transcriptions
  • Bulk actions

Mobile App​

  • Push notifications
  • Offline playback
  • Quick response options
  • Share messages
  • Voice notes

Phone Access​

  • Dial-in number
  • Navigate with keypad
  • Remote access
  • Message forwarding
  • Speed dial setup

Message Features​

Playback Controls​

  • Variable speed playback
  • Skip silence
  • Repeat sections
  • Volume adjustment
  • Download messages

Message Information​

  • Caller ID/Number
  • Call timestamp
  • Message duration
  • Transcription accuracy
  • Caller location

Message Actions​

  • Reply: Call back directly
  • Forward: Send to colleague
  • Save: Archive important messages
  • Delete: Remove messages
  • Export: Download for records
  • Share: Email or messaging apps

Voicemail Transcription​

Transcription Features​

  • Real-time processing
  • 95%+ accuracy rate
  • Speaker identification
  • Punctuation detection
  • Number formatting

Language Support​

  • English (multiple accents)
  • Spanish
  • French
  • German
  • Custom language packs

Transcription Settings​

  • Enable/disable per mailbox
  • Confidence indicators
  • Keyword highlighting
  • Searchable text
  • Export transcripts

Integration Features​

CRM Integration​

  • Auto-log voicemails to contacts
  • Create follow-up tasks
  • Update contact timeline
  • Trigger workflows
  • Link to opportunities

Email Integration​

  • Voicemail-to-email delivery
  • Audio file attachments
  • Transcription in body
  • Reply via email
  • Mobile notifications

Team Collaboration​

  • Share voicemails internally
  • Add notes and tags
  • Assign to team members
  • Track response status
  • Collaborative playback

Advanced Features​

Call Routing Rules​

Pre-Voicemail Options​

  • Ring duration before voicemail
  • Simultaneous ring groups
  • Sequential forwarding
  • Find me/Follow me
  • Presence-based routing

Caller Options​

  • Press 0 for operator
  • Directory by name
  • Department selection
  • Language choice
  • Callback request

Voicemail Groups​

  • Shared mailbox access
  • Round-robin distribution
  • Skill-based routing
  • Load balancing
  • Escalation rules

Visual Voicemail​

  • Message preview
  • Visual timeline
  • Waveform display
  • Quick scan
  • Priority indicators

Notifications and Alerts​

Notification Channels​

  • Email: Detailed message info
  • SMS: New message alerts
  • Push: Mobile app notifications
  • Desktop: Browser notifications
  • Slack/Teams: Integration alerts

Notification Settings​

  • Immediate vs. digest
  • Priority sender alerts
  • Quiet hours
  • Escalation rules
  • Custom ringtones

Alert Conditions​

  • New message received
  • Mailbox full warning
  • Missed priority caller
  • Long hold times
  • System issues

Analytics and Reporting​

Voicemail Metrics​

  • Total messages received
  • Average message length
  • Response time analytics
  • Missed call patterns
  • Peak voicemail hours

Caller Analytics​

  • Frequent callers
  • Geographic distribution
  • Call-back rates
  • Message sentiment
  • Language preferences

Performance Reports​

  • Mailbox utilization
  • Response time SLAs
  • Team performance
  • Transcription accuracy
  • System availability

Security and Compliance​

Access Security​

  • PIN requirements
  • Failed attempt lockout
  • IP restrictions
  • Two-factor authentication
  • Access logs

Message Security​

  • Encryption at rest
  • Secure transmission
  • Retention policies
  • Audit trails
  • Compliance archiving

Privacy Features​

  • Caller anonymity
  • Message redaction
  • GDPR compliance
  • HIPAA compatibility
  • Legal hold support

Best Practices​

Mailbox Organization​

  • Clear naming conventions
  • Regular message cleanup
  • Organized folder structure
  • Consistent PIN policies
  • Documentation

Response Management​

  • Timely callbacks
  • Priority handling
  • Clear follow-up process
  • Team coordination
  • Customer satisfaction

System Optimization​

  • Monitor storage usage
  • Update greetings regularly
  • Test call flows
  • Review analytics
  • User training

Troubleshooting​

Common Issues​

No Messages Received​

  • Check mailbox settings
  • Verify call routing
  • Test phone numbers
  • Review spam filters

Transcription Problems​

  • Check audio quality
  • Verify language settings
  • Review background noise
  • Update system

Access Issues​

  • Reset PIN
  • Check permissions
  • Verify network connection
  • Clear cache

Maintenance Tasks​

  • Regular greeting updates
  • Message archive/deletion
  • Storage monitoring
  • Security audits
  • Performance optimization

Mobile Voicemail​

Mobile App Features​

  • Visual voicemail interface
  • Offline message access
  • Quick actions
  • Contact integration
  • Share capabilities

Mobile-Specific Settings​

  • Download preferences
  • Notification customization
  • Data usage controls
  • Sync settings
  • Battery optimization