Voicemail

Checking messages

From your own desk phone or the Webex app, dial your extension number, or *86, or press the envelope key. Enter the passcode and follow the prompts. The Webex app also lists messages under Calls, in Voicemail, where you play them without dialing in. Away from the office, the Webex app on your phone or voicemail to email is the way to hear them.

The passcode

The first time in, the mailbox asks for the passcode we set for the extension, then has you record your name and a greeting. If the passcode is lost, ask us to reset it: the reset gives the extension a fresh default passcode, we tell you what it is, and the mailbox then asks you to change it. The passcode cannot be read back from anywhere; a reset is the only way. It is also the one credential an extension has when nobody set up Webex on it, which is why "reset the password on 105" often means this. See logins and passwords.

The greeting

Record it from the phone: dial in, and the mailbox menu offers the greeting options. Or set it in the portal: open the extension, go to the Voicemail tab, and either upload a recording or type the words and let text to speech read them, in the voice and at the speed you pick. To change the words of an existing greeting, the portal can read the current recording back as text so you edit it rather than start over. See greetings and hold music.

How many rings before voicemail

That is the extension's no-answer setting, counted in rings, on the extension's Settings tab. Fewer rings means callers reach the mailbox sooner; more rings gives you longer to pick up. Change it there or ask us.

Messages by email

Two settings on the Voicemail tab send messages to email, and they are not the same:

• Voicemail received by: Email sends every message to the address and keeps nothing in the phone mailbox. The message light and dialing in stop showing messages, because the email is the mailbox now.
• Email carbon copy sends a copy to the address while the message also stays in the mailbox on the phone.

The email's subject reads "Voice Message Attached from" the caller's number and name, and the message is attached as an audio file. There is no written transcript in the email. When transcription is on for your company, the words are on the call in Reports, usually inside that call's own transcript. See AI summaries and transcripts.

Voicemail emails that worked for months and stopped on one day are almost always a block on the address after a bounce, not a setting. See notification emails stopped arriving.

A mailbox for a group, a queue, or a menu

Hunt groups, call centers and auto attendants can have their own mailbox. It is off by default and is added from the entity's + Features panel. Turning it on is not enough on its own: the group has to send callers into it, with a no-answer forward on its Routing tab, or with Send All Calls to Voice Mail when nobody should ring at all. Group voicemails that never arrive are usually a missing route, not a wrong email address. See hunt groups.

An after-hours message with nothing ringing

"After hours it should just take a message" is built with a mailbox that nothing rings: a hunt group with no members, Send All Calls to Voice Mail on, delivery to your email, and the closed greeting on it. The menu or the schedule sends after-hours callers there. See holidays and closures and auto attendants.

A message from a private number

When a caller withholds their number, the email reads "Voice Message Attached from private number" and the audio is attached as usual. We do not hold the caller's number, and it is not in Reports either. If the call was threatening, that email and its audio are the evidence a police report can use. See blocking a caller.