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Configure and manage voicemail settings for a Webex Calling user
Enable a user's voicemail and voicemail settings in Control Hub by giving them the ability to send calls to voicemail when they're busy or can't get to the phone, to enable voicemail notifications via email or text, or store voice messages in a preferred location.
Configure organizational settings for voicemail
Before you begin managing users’ voicemail settings, you must first configure your organizational settings. These configurations determine the users’ voicemail settings that you can set.
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From the customer view in https://admin.webex.com, select Calling under Services.
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Select Service Settings and locate the voicemail panel.
Setting up the extension on the voice portal is a prerequisite to configure voicemails. See Configure voice portals for Webex Calling in Control Hub for details.
You can configure the following:
Voicemail forwarding
When enabled, the settings allow users to forward a voicemail message to another users’ number or extension. If disabled, this prohibits the user to forward voicemail messages, using an external mailbox, or sending a copy of the voicemail message to a specified email address.
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To enable this setting, click the toggle.
Voicemail deletion
Voicemails over 180 days old are archived automatically. If you require access to archived voicemails, you are requested to raise a service request with Cisco.
Voicemail deletion allows you to set conditions for expired messages. When enabled, admins can specify the timeframe when messages expire. You can enter the days (1-180) in the provided field. Admins can also set conditions for message deletion.
You can enable the following:
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Permissive Deletion—This keeps all unread voicemail messages and deletes those voicemail messages that have expired when a user accesses their mailbox.
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Strict Deletion—This deletes all read and unread voicemail messages based on the time frame you set.
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To enable this setting, click the toggle and choose the appropriate configuration.
Voicemail passcode
When enabled, the settings allow you to create a time frame in which a person has to change their passcode and how often they can change their passcode again (once it’s changed):
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You can set the minimum number of days (1–7) when a passcode can be changed by the user when enabled. When the toggle is off, they can change their passcode multiple times on the same day.
Webex Calling prevents the user from setting one of the older passcodes making the users' passcode more secure
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You can set the number of days in which a passcode expires (between 15 and 180) when enabled. When the toggle is off, the passcode never expires.
This feature also extends the passcode history 10–24. That is, it can store each user’s last 24 passcodes and prevent the user from reusing one of those stored passcodes.
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To enable this setting, click the toggle and set the appropriate configurations.
Enable voicemail for a user
If you have call forwarding enabled, then those call forward settings override the voicemail settings you configured.
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From the customer view in https://admin.webex.com go to Users and select the user that you want to enable voicemail. |
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Select Calling and then choose Voicemail from Voicemail, fax and annoucement language. |
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Turn on the Voicemail toggle, and choose from any of the settings you want to enable. Some voicemail features may be unavailable due to organizational settings set. |
Send a user's calls to voicemail
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From the customer view in https://admin.webex.com go to Users and select the user you want to enable voicemail for. |
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Select Calling and then choose Voicemail from Voicemail, fax and annoucement language. |
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Turn on the Voicemail toggle, and select the following options under Send calls to voicemail:
Once you've uploaded the file or recorded the greetings, you can update it by selecting Replace File or recording another message. Recording a new message or uploading a new file overrides the previous greetings. The audio (WAV) file must be 8Khz, 8-bit mono, CCITT µ-law, 2MB max, .wav file format. If you select Send all calls to voicemail, you can’t select the other two options. You can choose to direct to voicemail with both Send calls to voicemail when the line is busy and Send calls to voicemail when no one answers options are selected together. |
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Click Save. |
Reset/Set a temporary user's voicemail PIN
If the default voicemail PIN is enabled for your organization, you can reset a user’s voicemail PIN. For more information about how to set up a default voicemail PIN for your organization, see Configure a Default Voicemail PIN for All New Users.
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To reset a Voicemail PIN:
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To Set a Temporary Passcode for User:
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To Set a Temporary Passcode for Virtual Lines:
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Enable voicemail notifications for a user
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From the customer view in https://admin.webex.com go to Users and select the user you want to enable voicemail notifications for. |
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Select Calling and then choose Voicemail from Voicemail, fax and annoucement language. |
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Toggle on Receive voicemail notifications and select one of the following:
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Click Save. |
Manage a user's voicemail message storage
You can specify where users can access their voicemail on their phone—In the Webex Settings user portal or to a specified email address as a .tiff
file.
If the location assigned to the user has voicemail transcription that is enabled and you'd like the user to receive voicemail transcriptions, email a copy of the message and select Use the internal mailbox option. For details on turning on the voicemail transcription for your location, see Enable or Disable Voicemail Transcription for a Location.
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From the customer view in https://admin.webex.com, go to Users and select the user you want to configure voicemail message storage for. |
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Select Calling and then choose Voicemail from Voicemail, fax and annoucement language. |
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Go to Message Storage, and select one of the following options:
This option may be unavailable if voicemail forwarding is disabled. |
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Click Save. |
Configure additional voicemail settings for a user
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From the customer view in https://admin.webex.com go to Users and select the user you want to enable additional voicemail settings for. |
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Select Calling and then choose Voicemail from Voicemail, fax and annoucement language. |
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Turn on the Voicemail toggle. |
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Go to Additional Settings, and choose one or both of the following:
This option may be unavailable, if voicemail forwarding is disabled. If the location assigned to the user has voicemail transcription enabled, select Email a copy of the message option for the user to receive voicemail transcriptions. |
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Click Save. |
Configure fax messaging settings for a user
Fax messaging allows a user to receive direct inbound faxes from their voicemail service.
Before you begin
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Faxes are collected by the Webex Calling platform and stored in a shared storage area along with voicemail messages. Storage capacity is 100 minutes of voicemail, or 1000 pages of fax messages. Make sure that users are aware of the space available, and must allocate space for new fax messages and archive wisely.
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Fax messages are stored for an unlimited amount of time.
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From the customer view in https://admin.webex.com, go to Users and select the user you want to enable fax messaging for. |
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Select Calling and then choose Voicemail from Voicemail, fax and annoucement language. |
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Turn on Fax Messaging to enable the feature. |
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From the drop-down, select the phone number assigned for fax messaging. |
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Enter an Extension, if needed. |
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Click Save. |
Enable voicemail transcription for a user
With voicemail transcription, the user receives an email with the voicemail transcription in the body of the email and .WAV file as a voicemail attachment.
For a user to have voicemail transcription, the following conditions apply:
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Enable voicemail transcription for the user’s location. For help, see Voicemail transcription for Webex Calling.
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Select Email a copy of message and Use internal mailbox in the user’s voicemail settings area of the Calling profile.
A user can also configure all the voicemail settings on their own in the Webex Settings user portal. For more information, see: Configure your voicemail settings. Any changes made to these settings by the user will be reflected in both the Webex Settings user portal and Control Hub.