Admin Portal – Voicemail


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The voicemail feature allows users to retrieve voice and fax messages via My Messages on the My Phone Next dashboard, or via email. Voicemails are sent in.wav format, and faxes are sent in .tiff format. Optionally, notifications can be sent to a mobile phone via text or email; these notifications do not include the voicemail or fax files.

Before the voicemail feature can be used, the user must have a station/package assigned with at least one number.

Configuring Voicemail for a User

  1. Log in to the admin portal.
  2. Select the site from the Site drop-down menu on the dashboard page.
  3. Select the Users page from the left-hand navigation.
  4. Find the user you would like to configure voicemail for and select the Actions drop-down menu and then select Edit.
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  6. The Edit User page will open. From here, select Voicemail in the left-hand navigation.
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Voicemail Settings

  1. To enable voicemail for a user, select the toggle next to Voicemail Service. Then select when you would like the voicemail service to be active. Choose from:
    • Send all calls to voicemail.
    • When busy, send calls to voicemail.
    • Send unanswered calls to voicemail.
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  3. To receive additional notifications when a voicemail is received, select the toggle next to Notify me of any new voicemail messages and select:
    • Via email - Enter the email address that should receive an alert when there is a message (voicemail or fax).
    • Via text - Enter the mobile number and select the wireless provider from the drop-down list.
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  5. Check Transfer on ‘0’ to phone number and enter a phone number where calls can transfer from voicemail by dialing 0, if applicable.
    • If this feature is enabled, enter the destination to which calls should be transferred. If this is configured, be sure to record your voicemail greetings with appropriate guidance for the caller. For example: “To reach me, or my assistant, press zero.”
  6. Next, check Email a copy of message to and enter the address, if applicable.
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  8. To enable fax messaging, select the toggle. If enabled, select the number you want to receive inbound faxes for the user from the Phone Number drop-down list and assign an extension, if applicable.
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  10. Under Message Storage, you can select whether to store voicemail messages in the system mailbox or an external mailbox.
    • Use System Mailbox - Select this option if you would like messages to be accessed via My Phone Next.
    • Use External Mailbox - Select this option if you want all messages sent as a file to the email you entered for the user. You will receive a .wav for voicemail and a .tiff or fax.
  11. To enable the messaging waiting indicator on the device assigned to the user, check the box next to Use phone message indicator.
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Voicemail Greetings

There are two types of voicemail greetings - Busy and No Answer.

  • The Busy Greeting will be played when the user is on the phone, voicemail is enabled and call waiting is disabled.
  • The No Answer Greeting will be played when the user does not answer the phone.

To configure the greeting settings, follow these steps:

  1. Select the number of rings before a voicemail greeting is played.
  2. Then you can select to play the Default greeting or you can choose Custom and upload a custom greeting.
  3. Note: All voicemail greetings must be formatted as CCITT U-Law, 8.000 kHz, 8-bit Mono attributes as a .wav file.

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Greetings can also be recorded by dialing the voice portal (pressing the message button on your VoIP phone) and entering the voice portal password.

You can view the user’s phone number and extension, which is what the user will dial to access the voice portal, on the User Assignments page in the Edit User window.

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