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Updated on February 8, 2024

13. Voicemail

Estimated reading: 15 minutes

PBXware voicemail is an advanced telephone answering machine. Although each extension is equipped with a voice mailbox, voice mailboxes can also be created independently from this location.

Voicemails

This screen lists all the system's voicemail boxes with the following details:

  • Name:

    Full name of the voicemail box user name/extension.

  • Voicemails:

    Voicemail extension number.

  • Domain:

    Voice domain/context to which the mailbox belongs.

  • Status

    Voicemail status.

Access to voicemail boxes

In order to access custom voicemail boxes from any PBXware extension, dial *124.

After entering the PIN code, you will hear:

“You have x new/old messages” (x being the number of new or old messages).

  • Press 1 for new/old messages

    (Gives information about the time, date and number from which the voicemail was sent).

  • Press 2 to change folder

    Change folder:
    Press 0 for new messages,
    Press 1 for old messages,
    Press 2 for work messages,
    Press 3 for family messages,
    Press 4 for friends' messages,
    Press '#' to cancel

  • Press 3 for advanced options

    Press 4 to make an outbound call,
    Press 5 to leave a message,
    Press '*' to return to the main menu.

  • Press 0 for inbox options
    Press 1 to record your unavailable message,
    Press 2 to record your busy message,
    Press 3 to record your name,
    Press 4 to record your temporary greeting,
    Press 5 to change your password,
    Press '*' to return to the main menu.
  • Press '*' for help

    ( Repeat the entire menu again.)

  • Press '#' to exit

Search

This option allows you to search for and find the desired inboxes in a short amount of time.
By clicking on the “Search” field, users will have the ability to enter a search phrase.
The search can be performed by entering:

  • Extension name
  • Extension / Mailbox number
  • The extension's email address

Drop a CSV

This option allows users to quickly add a number of inboxes. The segments of the .csv file must be separated by commas and in the following order: Inbox number, name, PIN, Email.

Download the CSV template

This option gives users the ability to download the CSV file template, which makes creating a number of inboxes even faster and easier.

Add/Edit a voicemail

General

By clicking on ” Add voicemail/Edit voicemail”, you access the voicemail box screen shown below.

  • Voicemails:

    Unique extension number of the network voicemail.

(For example, set this field to 5001, for instance. Now, to access this voicemail box, simply dial 5001 from any PBXware extension).

  • Name:

    Full name of the voicemail box owner.

  • Domain:

    Domain/Context to which this voicemail belongs.

(For example, this is an advanced feature. Leave this field at the “default” value unless you know what you are doing).

  • PIN code:

    Four-digit number used for voicemail authentication.

(For example, each voicemail box has a unique PIN. In order to log in to your voicemail, provide this number when the operator asks for it, for example 1947).

  • Email:

    Email address associated with the voice mailbox. This email is used for new voicemail notifications and audio file attachments.

(For example, if the option 'john@domain.com' is set here, as soon as this voicemail receives a new message, a notification and the attached voice message (depending on whether this option is enabled or not) will be sent to this email address).

  • Your password:

    This password will be used to connect to the OSC voicemail.
    The password must meet the following criteria:
    – At least 8 characters
    – At least 1 uppercase letter
    – At least 1 lowercase letter
    – At least 1 digit
    – At least 1 special character ( ! % * _ -)
    The allowed characters are: a-z, A-Z, 0-9, ! % * _ -.

  • Language:

    If you have installed sound files in an additional language on the system, you can choose another language to use for the voicemail-related sound files.

(For example, if you have installed French files in the sounds/fr folder, put 'fr' here to play the sound files in French when answering voicemail).

  • Send the email:

    Whether or not to send an email to the address indicated above.

  • Content transcription:

    Voicemail transcription is a service that converts audio voicemail messages into text format, which is then sent to the user by email or text message. This service is sometimes called "speech to text", "voice to text", or "voicemail to text".

  • Email(s) in copy:

    Add additional email addresses to which you want the voicemail inbox to be associated.

  • Notification email(s):

    Enter the notification email here.

(For example, if the parameter 'john@pager.com' is set here, as soon as this inbox receives a new message, a notification is sent to this notification email address).

  • Greeting message:

    Greeting message played to users before they are transferred to the voicemail box to leave a message.

(For example, the voicemail user can choose between a “busy” and “unavailable” message).

  • Message unavailable:

    Upload the custom unavailable message. The unavailable message supports files: WAV, wav, and gsm files only.

(For example, if the default unavailable message does not meet your needs, click the "Select a file" button, upload a custom message and select it under "greeting message").

  • Skip the instructions:

    Skip the instructions telling users how to leave a voice message.

(For example, when the caller reaches the voicemail box, instructions on how to leave a voice message are played. We encourage you to keep this option set to “Yes” permanently).

  • Attach:

    Whether the voicemail should be attached and sent with the notification email.

(For example, a caller leaves a voice message for John. If this option is set to "Yes", the email that informs John of the voice message also contains this voice message, so that John can listen to it without having to log in to his voicemail).

  • Delete after sending an email:

    Whether the voicemail sound file should be deleted from the file system after sending it as an attachment to the user’s email address.

(For example, the caller leaves a voice message for John. If this option is set to “Yes”, the voice message will be deleted after being sent as an attachment to John's email address).

  • Say Caller ID:
    Whether the extension number that left the voicemail should be announced to the voicemail owner.

(For example, if this option is set to "Yes", John will hear "... from phone number 1004..." when he checks his voicemail, for example).

  • Allow review mode:
    Allow the user to review their voice message before permanently saving it to the mailbox.
    When a caller leaves a voicemail and presses '#', additional options are offered to them:
    • Press 1 to accept this recordin
    • Press 2 to listen to it
    • Press 3 to re-record your message
    • Press 4 to mark this message as urgent.

  • Allow operator:
    Allows the caller to reach the operator from the voicemail box by pressing ‘0’. When the user leaves a voicemail and presses ‘#’, the additional option “…press 0 to reach an operator” will be heard.
    If no “Operator extension” is entered in the field below, the call will be terminated by pressing 0.
  • Operator extension:
    If the “Allow Operator” option in the field above is set to “Yes”, the caller will have the option to press 0 to reach an operator.
    Choose the operator's extension from the drop-down list here.

(For example, if the caller leaves a voice message for John and presses '0' to reach the operator, the extension number indicated here (for example 1001) will be called).

  • Play the message date & time:
    Announces the date and time at which the voicemail was left in the inbox.

(For example, if this option is enabled, John will hear 'First message, 11:52, 02 Feb 2007', for example, when he checks his voicemail.)

  • Hide from directory:
    This option allows you to hide your voicemail extension from the directory list.
  • Rings before answer:
    Number of rings played to the caller before the call enters voicemail.
  • Voicemail delay (sec):

    The delay in seconds before the busy/unavailable message is played to the caller. This solves the problem of the "half-read" file. Keep this value between 1 and 3.

(For example, the caller leaves a voice message for John. He hears “…not home right now…”. By adding ‘1’ to this field, you add a one-second pause before the message is played. This way, the caller will hear the greeting without the first part being cut off (I am not home right now…).

  • Time zone:
    Set the correct date and time format for the message envelope. The time zones come from the system directory '/usr/share/zoneinfo'.
  • Allow extension access to OSC:
    A list of extensions that will be allowed to see this voicemail from their OSC in the voicemail management system.

Call notifications

  • Enable:

    Whether this specific inbox should use call notifications or not.

  • Notify destinations:

    Extensions to call when a voicemail message is received. Choose the notification destination from the drop-down list here.

  • Ring Type:

    Here you can choose ALL or UNIQUE. It indicates how many extensions are rung at a time.

  • Ring time (sec):
    Ring duration for each target (default 32).
  • Number of attempts:
    How many times to retry if nothing is accepted on the first attempt (0 by default).
  • Number of attempts (min):
    Number of minutes to wait for the next attempt after the last one failed (default 1).

Groups

Voicemail groups are used to group voicemail inboxes. When a voicemail is left for group 2002, for example, all destinations that belong to this voicemail group will receive the same voicemail. This screen lists all the voicemail groups in the system with the following details:

  • Group name:

    Name/identifier of the voicemail group

  • Group number:

    Voicemail group number. Once dialed, the voice message will be left to all voicemail "Destinations" of this group.

  • Inboxes:

    Number of mailboxes assigned to a voicemail group.

Add/Edit a voicemail group

  • Voicemail box group name:

    Voicemail box network name.

  • Voicemail group number:

    Voicemail group number.
    To leave a message for this shared voicemail, callers will need to dial the extension number defined here, for example 2002).

  • Inboxes:
    A list of mailboxes that belong to this voicemail group is defined here.
    To assign extensions to this voicemail group, indicate their extension numbers here separated by a comma ‘,’. For example, 1001,1002,1003…)

  • Greeting:

    The greeting message that is played when calling this voicemail group.

  • Inbound limit (per call):
    The maximum number of times each call can enter the voicemail group. Entering a value in this field helps to avoid possible infinite loops that could be accidentally configured on the system.

Messages

This section gives users an overview of all their voicemail messages. Users must first select the desired voicemail box, then the voicemail messages it contains will be presented to them.

The following information is given:

Checkbox

The checkbox allows users to choose which voicemail they wish to work with. It is possible to choose one, several or all of the voicemail messages.
After choosing, users can manipulate the voicemail messages with the following options that are located above the voicemail message list:

  • Move
  • Transfer
  • Listen
  • Download
  • Delete
MSG

Gives users information about the position of the voicemail in the mailbox. The lower the number, the older it is.

Caller

Information about the caller. If the caller has set the caller ID, users will see “Caller<Extension number>”. If the caller ID is not set, the user will see “Extension name <Extension number>”.

Date

Date and time at which the voicemail message was sent.

Searches the voicemail

  • Voicemail box name
    By clicking on this field, the drop-down menu will be presented to users to allow them to decide which mailbox they want to see. Users will only see the voicemail messages that belong to the chosen mailbox.

  • Inbox
    This field allows users to search voicemail messages by folder in the mailboxes.

Voicemail options

After selecting the desired voicemail messages, users have the option to manipulate them using the following options:

  • Move
    Moves voicemail messages to the desired folder. This option allows for faster searching and a better-organized voicemail box.
  • Transferred
    Transfer of voicemail messages to another extension. After selecting the voicemail and clicking Transfer, users are prompted to enter the extension number to which they want to transfer a voicemail message.
  • Download
    After selecting the voicemail, click here to download the recording.
  • Delete
    After selecting the voicemail, click here to delete the recording.
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13. Voicemail

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