Configure Shared Voicemail

Use this if you want communication to a number of treatments (such as hunt group) and/or users or members of a particular user group to be directed to a voicemail inbox shared by those treatments rather than to their individual mailboxes.

Create a shared mailbox
Route communications for selected treatments to the shared mailbox
Route communications for selected users to the shared mailbox.

Creating a Shared Mailbox

Select Routing > Treatments > Add Treatment.
In the Treatment Name field, provide a meaningful name for the shared voicemail treatment.

For Treatment Type, select 'Shared Voicemail'.
Select the Treatment Language to be used for system prompts.
Click Add Treatment.
On the Add Mailbox screen, configure the treatment's mailbox settings. The Mailbox service encapsulates additional settings. (Use Services > Mailbox Service Types to see these.) Use the Select Extension field to map an extension to the shared mailbox.

Click Add Mailbox.

Users can now access the shared mailbox by dialling the assigned extension.

For information on the other options in the Treatment Type drop-down list see the section Reference: UC/CONTACT Menu Items.

Field	Description
Password	(Provided to support legacy systems)
Disable Mailbox PIN	If the voicemail mailbox is to be PIN-protected, leave this field blank and enter a PIN into the following field. Otherwise, select this field to remove PIN protection. Note: it is recommended that the mailbox be PIN-protected if it might contain sensitive information.
PIN	The four-digit PIN used to access the voicemail mailbox when PIN protection is implemented.
Mailbox Introduction Settings	Use the options in this panel to define the automated announcement that is to be played to callers whose calls are routed to this mailbox. Play Default Greeting Prompt: plays the default prompt set up for the organisation. Play Mailbox Number: plays a standard prompt that reads out the voicemail box number.
E-mail Notification?	This field allows you to set up a list of email addresses, to which email notifications are to be sent whenever a message is deposited in the voicemail mailbox. If the field is left blank, no email notifications are sent. If you select this field additional fields are displayed. Use the first field to enter the first email address to which notifications are to be sent. Click the Add E-mail Address button to display a second (and subsequent) fields for further email addresses. (Clicking the Delete button next to an email address removes it from the notification list.) Select the E-Mail Attachments? field if the email notification is to include the voicemail message as an audio file attachment.
SMS Notification?	This field allows you to set up an SMS number to which a notification is to be sent whenever a message is deposited in the voicemail mailbox. If the field is left blank, no notification is sent. If you select this field an additional field is displayed that allows you to enter the number to which the notification is to be sent. This option is available only if SMS notifications are enabled for the organisation.
Maximum Messages	Sets the maximum number of messages the voicemail mailbox can hold. Once the mailbox is full, no more messages will be stored until older messages have been deleted. Callers will be played a prompt informing them that the mailbox is currently unavailable. The voicemail box service type determines how and when voicemail messages are purged.
Mailbox Service	This drop-down lets you select the voicemail box service type to apply to this voicemail mailbox. This field is mandatory.
Select Extensions	Select the extension to be dialled to retrieve messages from this mailbox. When this extension is dialled, the user will be asked to enter the PIN (if set) before being played the messages in this shared mailbox. This extension can also be dialled to access the mailbox management features which include an option for recording a greeting.

Routing Communications for Selected Treatments to the Shared Mailbox

Do the following for each treatment that should route communications to the shared mailbox.

Select Routing > Treatments > Extended Configuration. On the Extended Treatments screen, select the treatment and the overflow to the shared mailbox as depicted below:

Click Update Rules.
Ensure that the treatment is not using its own mailbox.

Do this by selecting the treatment (Routing > Treatments > View Treatments) and then clicking its Edit button. At the bottom of the Edit Treatment screen, check that the treatment does not have a mailbox. If it does, click the Delete Mailbox button to delete it and then click Update Treatment.

Routing Communications for Selected Users to the Shared Mailbox

Do the following for each user or user group for whom communications should be routed to the shared mailbox.

Set up a call forwarding rule to the shared mailbox for the user by selecting Routing > Call Forwarding > View Call Forwarding.
On the Call Forwarding screen, select 'User' or 'User Group'.
Select the user or user group.
Select the relevant time zone. (An explanation of how this is used is given in the table later in this section.)
Click the Add Forwarding Rule button.
On the Add Call Forwarding screen, use the User Status options and (if relevant) User Sub-status drop-down to specify the status the user must be in for the call forwarding rule to apply. The User Sub-status field lists either the custom user states set up against the relevant user group; or, if none have been set up at user group level, the custom user states set up for your organisation.

Use the remaining fields in the Call Forwarding Event panel to define the call forwarding rule. The following table explains the options and what additional information is required.

Option	Additional Information Required
Always	The rule will always be applied.
On Time Of Day	The rule will apply at certain times only. Additional fields are displayed for you to define the start and end time and date. The system applies the times you enter using the time zone selected for the user or user group on the Call Forwarding screen (rather than the time zone of the organisation you are logged into or the platform’s default time zone).
On No Answer	The rule will apply if the user does not answer the call. A field is displayed to allow you to enter a timeout (in seconds) after which the call forwarding rule will be applied. A new panel is displayed that allows you to change the user's status if the call forwarding rule is applied. To do this, select the Change User Status check box, then select the status and (if relevant) sub-status in which the user is to be placed. The User Sub-status field lists either the custom user states set up against the relevant user group; or, if none have been set up at user group level, the custom user states set up for your organisation.
On Busy	The rule will apply if the user's line is busy.
On Transfer Recall Failure	The rule will apply if the user tries to make a cold transfer and the transfer fails. A field is displayed that allows you to enter a timeout (in seconds) after which the call forwarding rule will be applied.

For the call forwarding action, select 'Forward to a Treatment'.
Select the desired options from the remaining sections.
Select the target shared mailbox treatment.
Click Add Call Forwarding Rule.