Manage your voicemails in Contact Center Pro

  • Updated on Apr 26, 2026
  • Published on Mar 16, 2026
  • 3 minute(s) read
Prev Next

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 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.

  • 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.

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: 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.

  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..

  2. Select one of the available options and click Confirm A simple icon in the shape of a checkmark.. Voicemail settings showing ring duration options and a selected 30 seconds duration.

Set up a PIN Number

  1. In the PIN Number field, click Edit A simple icon in the shape of a pencil..

  2. Enter a 4-6 digit PIN and click Confirm A simple icon in the shape of a checkmark.. Settings interface showing ring duration, PIN number, and voicemail message options.

Customize your Voicemail Message

  1. In the Voicemail Message section, click Edit A simple icon in the shape of a pencil..

  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. 

    • Audio File: Upload a pre-recorded audio file to be played when the customer reaches your voicemail.                

      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.

    • 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.

      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.

      3. When finished, click Save to store your recording. 

  3. When finished, click Confirm A simple icon in the shape of a checkmark..

When you click Confirm A simple icon in the shape of a checkmark., 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.  

Want to learn more?