How to create a Generic Voicemail box

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Generic Voicemail is separate from a personal voicemail , as it can be accessed by any agent instead of just the extension's owner. It is usually used as a Last Destination for Ring Groups and Queues.


In the Voipoffice, go to "Voicemail > Add Voicemail.

The following Form should appear.


Let's go through some of the Options.

Mailbox: Mailbox extension number.

Name: This can be name of whoever will "own" the mailbox, or a generic term, such as "After hours voicemail"

Domain: The Domain this mailbox belongs to. This is more for Advanced users so it would be best to leave this field set to 'default' unless you are know what you are doing. The Mailbox will work just fine like this.

PIN (Personal Identification Number): The PIN used to access the Mailbox.

Email: Email address associated with the voice inbox. This email is used for new voice message notification and audio file attachments

Language: If you installed additional language sound files to the system you can set different language to be used for sound files related to voicemail. Again, this is more likely to be an "Advanced" Feature.

Send E-mail: Whether or not to send an e-mail to the address given above

Pager e-mail: Provide the pager e-mail address here

Greeting message: Greeting message played to users before they are transferred to voice mailbox to leave the message. This can be recorded via an extension or uploaded as a separate file, See below.

Unavailable message: Upload the custom unavailable message. Unavailable message supports: WAV, wav, and gsm files only

Reset Unavailable message: Reset the current unavailable message

Busy message: Upload the custom busy message. The busy message supports: WAV, wav, and gsm files only

The above options will help you set up a basic Mailbox. Once the Name, number and Email address have been set, you can click save and the box will become active, using the default voicemail message.

If you want to record your own message, you can do so via the extension, or upload a file. To record using the extension, dial *124, enter the mailbox number and PIN, then follow the menu instructions to change folders.

To upload a greeting, select "browse" and upload the file. Greeting files must be in the following format: 8 kHz, 16bit mono, wav or gsm.

If you are replacing a previous greeting, you will need to reset it first. You can record or upload a Busy or unavailable, but please note that you can only select one to use.

Lets look at the voicemail now:



This is enough to create a working Mailbox, but lets look at the other options.


Skip instructions: Skip the instructions telling users how to leave a voice message

Attach: Should the voice message be attached and sent along with the notification email

Delete After E-mailing: Should the voice message sound file be deleted from the filesystem after sending it as an attachment to the user's email address

Say CallerID: Should the extension number which left the voice message be announced to the mailbox owner

Allow Review mode: Allow the user to review his voice message before committing it permanently to the voice mailbox

Allow Operator: Allow the caller to reach the operator from the voice inbox by pressing '0'

Operator Extension: The local extension number that is dialed once '0' is pressed to reach the Operator. This is useful if the caller would rather speak to another agent instead of leaving a message.

Play Envelope Message: Announces the date and time when the voice message was left in the inbox

Hide from directory: This option will allow you to hide your voicemail extension from the directory list.

Rings to answer: Number of rings played to the caller before the call is allowed to enter Voicemail

Voicemail Delay: Delay time in seconds inserted before the Busy/Unavailable message is played to caller. This solves the 'half-played' file problem. Keep this value between 1-3

Timezone: Set the correct date and time format for message envelope. Timezones are taken from '/usr/share/zoneinfo' system directory.

 Once the Mailbox is set up the way you would like, click "Save". Remember, this is a generic mailbox so it is not tied to one extension. You can set it to be the Last Destination in a Queue or Ring Group, an option in the IVR, or the Fail-over for calls arriving outside work hours.

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This article is intended as a guide only and should be used in conjunction with any manufacturer or developer instructions available. The information in this article was correct at the time that the article was last updated. Differing product versions may cause variations to the instructions given and may also have an impact on any visual aid provided. Telappliant reserve the right to make any modifications without prior notification.