Configure Your Voicemail Settings

You can manage your voicemail settings, such as greetings, transcription, storage, and notification from User Hub.

Send calls to voicemail with greetings

You can set when you want to send callers to your voicemail. For example, you may want to send all calls to voicemail when you know you’re going to be out of the office and not taking phone calls.

You can set a voicemail greeting which is the message that your callers hear when they reach your voicemail. There are two types of voicemail greetings - Busy and No Answer. The Busy greeting is played when you’re on another call and don’t have a call waiting, and the No Answer greeting is played when you don’t answer the call.

The incoming calls aren’t directed to voicemail when you've enabled the call waiting.
If you have call forwarding enabled, then those call forward settings override the voicemail settings you configured.

Go to Send calls to voicemail and choose from the following options:

Send all calls to voicemail—This option forwards all calls to voicemail.
Send calls to voicemail when the line is busy—This option forwards calls to voicemail when you’re already on a call. You can choose to set up either a default greeting or a custom greeting to play when the line is busy.

To set the default greeting, select the Default message when busy option.

To set your own custom personalized greeting, select the Custom message option and click Upload File to upload your audio (WAV) file or click the Record Message to record the message.
Send calls to voicemail when no one answers—This option forwards incoming calls to voicemail after a specified number of rings. From the drop-down list, choose the number of rings before playing the greeting. You can choose to set up either a default greeting or a custom greeting to play when no one answers the call.

To set the default greeting, select the Default message when no answer option.

To set your own custom personalized greeting, select the Custom message option and click the Upload File to upload your audio (WAV) file or click the Record Message to record the message.

Send calls to voicemail settings screen

Once you've uploaded the file or recorded the greeting, you can change it by selecting Replace File or recording another greeting. Recording a new greeting or uploading a new file overrides the previous greeting.

The audio (WAV) file must be 8Khz, 8-bit mono, CCITT µ-law, 2 MB max, .wav file format. The maximum file size is 960 KB for 90 seconds of playback.

You can also record the greetings by dialing the Voice Portal *62 from your Cisco IP Phones or Webex App.

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.

Click Save.

Store your voicemail messages

You can choose where you want to store your voicemail—in the User Hub or to a specified email address as a .tiff file.

Go to Message storage and select where you want to store your messages:

Use internal mailbox—This option allows you to access the voicemail from your phone or from the User Hub. Select Use the phone's new message indicatorto enable the message waiting indicator for your desk phone.
The internal mailbox has the following storage limitations:

Single message limit of 10 minutes

Total mailbox limit of 100 minutes
Use external mailbox—With this option, you can enter the email address to which you want to send all the voicemails. If this option is selected, voice messages aren’t transcribed, and it can't be accessible from your phone, desktop app, and the user portal.

Click Save.

What to do next

If your location has voicemail transcription enabled, the option Use internal Mailbox and Email a copy of the voicemail message must be selected for you to receive voicemail transcriptions. For more information, see the Set up voicemail transcription section.

Enable voicemail notifications

You can set up an email id to receive notifications when a new voicemail is received. 1

Go to Notifications and toggle on Receive voicemail notifications.

Choose one of the following options:

To receive email notifications, select Email and enter the email address to send notifications to.
To receive text message notifications, select Text messageand enter the phone number and choose the service provider.
If you want to receive notifications through text, check with your wireless provider for their email to text process.

To send a voicemail to an email address with the message attached, go to Additional settings, toggle on Email a copy of the voicemail message, and enter the mail address to send the transcriptions to.

This option may be unavailable if voicemail forwarding is disabled.

Click Save.

What to do next

If your location has voicemail transcription enabled, the option Use Internal Mailbox and Email a copy of the voicemail message must be selected for you to receive voicemail transcriptions. For help, see Set up voicemail transcription section.

Set up voicemail transcription

With voicemail transcription, you can receive an email with the voicemail transcription in the body of the email and .wav file as a voicemail attachment. You can also see the voicemail transcription in Webex App.

Before you begin

The supported languages are:
- English
- German
- Spanish
- French
The administrator must enable voicemail transcription for your location.

Go to Message storage and select Use internal mailbox.

Go to Additional settings and toggle on Email a copy of the voicemail message, and enter the mail address to send the transcriptions to.

This option may be unavailable if voicemail forwarding is disabled.

Click Save.

You can use the following image as a helpful visual of an email notification for voicemail transcription.

Email notification showing voicemail received with transcription

Reasons why voicemail transcription is not available

The system doesn’t produce a transcript if the overall quality or accuracy of the transcript is poor. It may happen if the audio quality was bad due to the following constraints:

Noisy background
Poor audibility
Unsupported language words present in the audio

Voicemail transcription is available only for voicemails left in the supported languages.
Heavy accent

Limitations with voicemail transcription

When you forward or reply to a voicemail from the voice portal, the voicemail isn’t transcribed.
When you compose a voicemail and send to another user from the voice portal, the voicemail isn’t transcribed.

Allow callers to transfer from your voicemail greeting

You can allow callers to press 0 and be transferred to another phone number, of your choosing, when they reach your voicemail greeting.

If this feature is enabled, be sure to record your voicemail greeting with the appropriate guidance for the caller. For example, “To reach my assistant, press 0.”

Go to Additional settings and toggle on Transfer on '0' to another phone number, and enter the phone number to which callers to be transferred.

Click Save.

Setting to transfer voicemail to another phone number on pressing 0