Voicemail Settings
Each extension comes with a voicemail. The settings for the voicemail can be set on extension level; some settings are also available on tenant level.
Time until user’s mailbox picks up: This setting defines the number of seconds the system will wait before redirecting a call to a user’s mailbox when there’s been no pickup. This setting is only used when someone calls the mailbox directly and not as member of a ring group or call queue.
If you plan to use cell phones with the system, choose a longer voicemail timeout (e.g., 30 seconds), as the call setup time for a cell phone call can be lengthy and the user might need to search for the cell phone. If you do not plan to use cell phones, you can choose a shorter timeout.
Maximum number of voicemails: This setting determines the number of messages that can be stored in a user’s voicemail box. Although this setting can be overridden by the user, a reasonable default should be set at the tenant level.
Maximum Voicemail Duration: This setting specifies the length of a mailbox message. Typically, a mailbox message should be no longer than 2 minutes. For uncompressed audio, each minute takes up approximately 1 MB of space.
Voicemail PIN Digits: This setting specifies the number of digits that will be required for the voicemail PIN. Although any number larger than one digit is acceptable, we recommend you require four or five digits. See also the PIN setting in the extension account.
Automatic deletion of messages: This setting controls when messages are automatically deleted by the system. The deletion will occur when the mailbox of the user gets called up.
- Make room will automatically delete the oldest message when the mailbox has reached the size limit and a new message will be recorded.
- After days will delete all messages that are older than selected.
Max PIN failure attempts before PBX disconnects the call: This setting allows the administrator to set the number of failed attempts before the PBX disconnects the call. This setting is useful when someone else tries to access your mailbox and repeatedly enters the wrong PIN.
Minimum duration for mailbox message: When a mailbox message is shorter than the selected duration, the system will automatically discard the message. This is useful when callers hangup right after the message beep tone.
Require entering mailbox PIN: When this setting is enabled, users will be required to enter their PIN before retrieving voicemail messages. While retrieving messages should be simple, many office layouts often make it too easy for an unauthorized person to listen to another’s voicemail messages without authorization. This setting can be used to prevent this.
Calling own extension number goes to mailbox: By default, the system will send a user to the voice mailbox if he dials his own extension. However, in some situations it is useful to have the system call the registered extension.
Compress mailbox messages: When this setting is enabled, the system will compress the mailbox messages (typically using the GSM codec). This will save space on the disk, however reduce the quality of the recording.
Mailbox escape account: If the mailbox escape account setting is set, a user who reaches the mailbox can press 0 to get to the account that you specify here (the user must press 0 before the beep). The number must be an internal number. Typically this will be an auto attendant or queue.
Mailbox direct dial prefix: This setting allows users to call directly into their mailboxes or transfer a caller directly to a user’s voicemail without having to wait for the voicemail timeout. Typically, this prefix is 8, so by dialing 8511, the caller goes directly to the voicemail greeting of extension 511. If you want to explicity specify what announcement you would like to hear, you may append a star with the prompt index, for example 8511*2 to have the system play the 2nd personal announcement for that mailbox.
Alternative numbers for reaching the mailbox: This number can be used as alternative number to raech the mailbox, typically to deal with legacy systems that dial a special number to reach voicemail.
External voicemail system: This setting is used if you want to use an external voicemail system (e.g., Microsoft Exchange 2007/2010). The setting requires a telephone number that can be dialed and can include replacement fields which are used in the caller-ID representation for outbound calls. The dial plan for the called extension will decide which trunk will be used to send the call.
Mailbox explanation prompt: Users who configure their extension to play a personalized message when callers reach their extension can activate this setting so that the system will deliver an explanatory message after the playback of the personalized recording. The explanatory message explains that the caller may now leave a message and informs the caller of any other options. For standard greetings, the system always explains the options.
Call forward on no answer timeout: This setting establishes the number of seconds that the system will wait before performing a timeout action. It is advisable that this setting be less than the voicemail timeout; otherwise, the call will not be forwarded and will instead go to voicemail.
Play envelope information before playing the mailbox message: When this setting is enabled, envelop information will be offered to the user while retrieving voicemail messages. To retrieve the information, the user can press 5. (If this setting is not turned on and the user presses 0 to hear more options, the envelop information will be offered at that point.)
Offer calling cell phone when entering user's mailbox: If the extension has a cell phone number setup, the caller will be able to redirect the call to the cell phone when hitting the mailbox. This is useful for users that mostly use their cell phones and e.g. are not using a mobile app.
Offer return to previous extension when hitting a mailbox: If a caller hits the mailbox after a transfer, this option offers the caller to return to the previous extension. This avoids frustration with callers that end up in a mailbox after being transfered through an organization.
Switch to T.38: This setting controls how long the system should wait before switching to the FAX T.38 protocol.