Configure voicemail settings in Contact Center Pro

Overview

Enable Personal Voicemails for your employees to capture important messages on their dedicated phone lines. Set up Group Voicemails within your routing workflows to efficiently manage missed company calls, filter unwanted calls, and reduce reliance on after-hours answering services for non-emergency inquiries. This enhances responsiveness and ensures important messages reach the right team members.

Things to know

• You can only set up group voicemails while configuring your Routing Workflow. In the routing workflow settings, you can select one of these options: Select an existing group voicemail or Create a new group voicemail.

• You can customize the default PIN at any time. Any changes made to the PIN through the phone are reflected in the voicemail settings as well.

• Note that any changes you make to a group voicemail in a workflow will impact all workflows using that voicemail. For example, updating the voicemail greeting type in a workflow will also affect other workflows that use the same voicemail.

• If you use the current Transfers functionality to transfer calls to other agents by typing in their direct line, we recommend enabling voicemail for the users who receive transfers. Otherwise, the call disconnects if they're not online/available to answer, leading to poor customer experience.

• Deactivating a user in Enterprise Hub automatically removes their seat, Direct Line, personal voicemail, queues, and voicemail assignments. If they were the primary recipient on a group voicemail, they're removed and the first CC recipient is promoted to primary. These changes take effect within one hour.

Voicemails overview

Voicemails ensure that important messages are captured when calls go unanswered, helping you stay responsive and organized. You can configure your settings to allow callers to leave a voicemail, enabling you to listen to their messages 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. For more, see Enable Personal Voicemails for your employees.        

  Note: Admins do not set personal greetings or PINs for private voicemails. The Personal Voicemail comes with a default greeting and PIN, but office employees can customize them at any time. Changes made through the phone will update the voicemail settings automatically. For more information, see Manage your voicemails in Contact Center Pro.

• 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. For more, see Create a group voicemail in Contact Center Pro.

Enable personal voicemails for your office employees

You can set up personal voicemails in the User Management screen.

1. In Contact Center Pro, go to Settings > User Management.

2. In the User Management screen, select an employee account of your choice. 

3. In the User Details flyout that opens, enable the Personal Voicemail toggle. 

4. In the confirmation pop-up that opens, click Save to confirm your action.

5. Enable the Allow Email Notifications toggle. The Primary Recipient Email Address is pre-filled with the employee's Enterprise Hub email address.

6. (Optional) From the CC Recipients Email Address dropdown, select additional users to receive a copy of the notifications.        

   Note: You can add a maximum of 10 CC recipients.

      

   Caution: For security reasons, the dropdown only lists Enterprise Hub user emails. Custom emails aren't supported. To notify external addresses, forward the received email notifications.

When complete, the toggle will activate, and a new section will appear in the agent's My Phone Settings tab.

Caution: To disable personal voicemail for an agent, simply click the toggle again. If you delete their voicemail, they'll lose access to their previous messages as they are not stored.

Create a group voicemail

You can set up group voicemails while configuring the Routing Workflows for your contact center.

To create new group voicemails:

1. Configure your routing workflow and select Group Voicemail as your routing module.

2. In the Group Voicemail flyout that opens, select Create new group voicemail.        

   Note: If you already have a voicemail set up, click Select existing group voicemail to use your pre-configured voicemail. Only group voicemails will be shown; personal voicemails cannot be selected.

      

3. Enter the Group Voicemail Name. This defaults to the voicemail number.

4. Configure the Voicemail Greeting to select and customize the message customers hear when reaching your voicemail. For more, see Configure Voicemail Greeting.

5. Configure the Voicemail Access by setting a PIN. Employees must enter their PIN when accessing the voicemail box. For more, see Configure Voicemail Access.

6. When finished, click Save. 

Configure group voicemail greeting

1. In the Voicemail Greeting section, click Edit .

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, and 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.

     

   • Record Message: Use the recording feature to create a custom voicemail message directly within this page.                

     1. Click Record to begin recording your message. 

     2. (Optional) Click Pause to temporarily stop the recording. Click Resume to continue. 

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

3. When finished, click Confirm . 

When you click Confirm , 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.

Configure group voicemail access

In the PIN # field, enter the PIN that employees should dial to access the voicemail box, providing secure and restricted access to messages.

Note: You can customize the default PIN at any time. Any changes made to the PIN through the phone are reflected in the voicemail settings.

Get your group voicemail Mailbox number

After setting up your group voicemail and adding it to your workflow, a Mailbox number is generated for employees to access the voicemail box. They will need both the Mailbox number and the PIN # to retrieve messages.

Once the voicemail setup is complete, access the Voicemail module in your workflow again to find your group voicemail Mailbox number.

For more information, see Manage your voicemails in Contact Center Pro.

Configure your group voicemail Notification Settings

Enable email notifications to alert recipients when new voicemails arrive in the group inbox.

1. In the Notification Settings section, enable the Send voicemails to email toggle.

2. From the Primary Recipient Email Address dropdown, choose the user who should receive the notifications.

3. (Optional) From the CC Recipients Email Address dropdown, select additional users to receive a copy of the notifications.        

   Note: You can add a maximum of 10 CC recipients.

          

   Caution: For security reasons, the dropdowns only list Enterprise Hub user emails. Custom emails aren't supported. To notify external addresses, forward the received email notifications.

Want to learn more?

• See Contact Center Pro

• See Manage users in Enterprise Hub

• See View and edit employee information through User Management

• See Manage queues and agents through Call Center Management