--- title: "Manage your voicemails in Contact Center Pro" slug: "manage-your-voicemails-in-contact-center-pro" updated: 2026-05-26T19:17:36Z published: 2026-05-26T19:17:36Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Manage your voicemails in Contact Center Pro ## Overview Manage your personal voicemails to capture important messages on your dedicated line. This helps you efficiently handle missed calls on your *Personal Line* and quickly follow up on both internal and external calls. Access your personal and group voicemail boxes to listen to messages, manage settings, and stay updated on missed calls. --- ### #### Who uses this feature - Customer service representatives (CSRs) - Applies to all business types #### Feature configuration - This feature is currently in Early Access and is subject to change. Reach out to your Pro Account Manager for more information. - Contact Center Pro requires an [Enterprise Hub](/v1/docs/enterprise-hub-1) network. Contact your Customer Success Manager to request a network. ## Things to know - Your personal voicemails need to be first enabled by an administrator. Reach out to an administrator in your team to enable personal voicemails for your account. For more, see [Configure voicemail settings in Contact Center Pro](/v1/docs/configure-voicemail-settings-in-contact-center-pro). - Admins do not set personal greetings or PINs for the agents. The *Personal Voicemail* comes with a default greeting and PIN, but agents can customize them at any time. Changes made to the PIN through the phone will update the voicemail settings automatically. - If your team has enabled email notifications for new voicemails in your group or personal inbox, you'll receive an email when you get a voicemail. You can then check your voicemails. ![Notification about a new voicemail message in the CCPro account inbox.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-your-voicemails-in-contact-center-pro-image-2vqfhy4w.png) ## Voicemails overview Voicemails ensure important messages are captured when calls go unanswered, helping you stay responsive and organized. You can configure your settings in a way that the callers can leave a voicemail, allowing you to listen to their message before calling them back. Two distinct voicemail configuration options are available in Contact Center Pro: - **Personal Voicemail**: Assigned to individual users for private message retrieval, ensuring direct and efficient communication. Enabled in *User Management* and configured by the agents, it applies only to an agent's personal calls to their *Personal Line* number. - **Group Voicemail**: Integrated into *Routing Workflows*, enabling multiple users to access and respond to messages. This improves responsiveness for business calls and ensures timely follow-ups. > [!NOTE] > **Note:** Group voicemails are configured by administrators. Contact an Admin user if you have any questions. ## Configure your personal voicemail settings As an office employee, you can adjust the voicemail settings for calls to your direct line. 1. In Contact Center Pro, go to **My Phone Settings**. ![User interface showing phone settings with address details and a clickable button.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-your-voicemails-in-contact-center-pro-image-lc2kvicd.png) 2. Configure your *Personal Voicemail Settings*: 1. Set your *Ring Duration* 2. Set up a *PIN Number* 3. *Customize your Voicemail Message* ## Set your *Ring Duration* Set up your Ring Duration to control how long your phone rings before forwarding to voicemail: 1. In the *Ring Duration* dropdown, click **Edit**![A simple icon in the shape of a pencil.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-edit.png). 2. Select one of the available options and click **Confirm**![A simple icon in the shape of a checkmark.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-check.png). ![Voicemail settings showing ring duration options and a selected 30 seconds duration.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-your-voicemails-in-contact-center-pro-image-7s1owqzd.png) ## Set up a *PIN Number* 1. In the *PIN Number* field, click **Edit**![A simple icon in the shape of a pencil.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-edit.png). 2. Enter a 4-6 digit PIN and click **Confirm**![A simple icon in the shape of a checkmark.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-check.png). ![Settings interface showing ring duration, PIN number, and voicemail message options.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-your-voicemails-in-contact-center-pro-image-5tvk8yhe.png) ## Customize your *Voicemail Message* 1. In the *Voicemail Message* section, click **Edit**![A simple icon in the shape of a pencil.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-edit.png). 2. Choose any of the following options: - **Text-to-Speech:** Enter a text-based message, which is automatically converted into an audio voicemail. The default message is automatically populated that you can customize it at any time. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-your-voicemails-in-contact-center-pro-image-bcsfgjl3.png) - **Audio File:** Upload a pre-recorded audio file to be played when the customer reaches your voicemail. > [!NOTE] > **Note:** The system supports voicemail audio files in the .mp3, .wav, and .ogg formats. ![User selects the 'Audio File' option to upload a sound file for customers.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-your-voicemails-in-contact-center-pro-image-n1rkkupp.png) - **Record Message:** Use the recording feature to create a custom voicemail message directly within this page. 1. Click **Record** to begin recording your message. ![User interface for recording a custom voicemail message with a clickable microphone icon.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-your-voicemails-in-contact-center-pro-image-tcyffdrg.png) 2. (Optional) Click **Pause** to temporarily stop the recording. Click **Resume** to continue. ![Interface for recording a voicemail message with pause and timer options displayed.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-your-voicemails-in-contact-center-pro-image-qt5e245o.png) 3. When finished, click **Save** to store your recording. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-your-voicemails-in-contact-center-pro-image-q8732ptl.png) 3. When finished, click **Confirm**![A simple icon in the shape of a checkmark.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-check.png). When you click **Confirm**![A simple icon in the shape of a checkmark.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-check.png), the system converts your voicemail greeting (Text-to-Speech, recorded message, or uploaded file) into an *audio file* and adds it to the *Audio File* section. From the *Audio File* section, you have the option to: - **Download** the generated voicemail greeting for backup or external use. - **Delete** the audio file if you wish to replace or remove it. ![Options for selecting audio files, including download and delete buttons for voicemail.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-your-voicemails-in-contact-center-pro-image-lets3k09.png) ## FAQ --- ### #### How does an employee set up their voicemail or get their PIN? Employees can manage their *Personal Voicemail Settings* from the **My Phone Settings** screen in Contact Center Pro. See [Manage your voicemails in Contact Center Pro](/v1/docs/manage-your-voicemails-in-contact-center-pro-eh) for more information. Administrators and managers can only determine which users should have access to the *Voicemail* feature, in *User Management*. See [Configure voicemail settings in Contact Center Pro](/v1/docs/configure-voicemail-settings-in-contact-center-pro-eh) for more. ## Want to learn more? - See [Contact Center Pro Landing Page](/v1/docs/contact-center-pro) - See [Access your voicemails in Contact Center Pro](/v1/docs/access-your-voicemails-in-contact-center-pro) - See [Use your call bar in Contact Center Pro](/v1/docs/use-your-call-bar-in-contact-center-pro)