Configure Voicemail for a User

You must:

• Set up the user's personal mailbox
• Map an extension to the User Voicemail Retrieval service
• Route calls to the mailbox using a call forwarding rule
• Set up a voicemail breakout rule. Each user can have a single voicemail breakout rule defined for them. Breakout rules allow a caller who has been routed to voicemail the option of choosing to speak to an operator instead of leaving a voicemail, by pressing '0'. If no voicemail breakout rule is defined, pressing '0' has no effect on the call flow.

Set up the User's Personal Mailbox

1. Select Users > Edit User and then select the user.
2. Select the user's Edit User Services button.

3. On the Edit User Services screen, select the Unified Communications check box (unless it has already been applied through the user's service type setting).

4. Click the Configure Unified Communication button.
5. On the Edit Mailbox screen, configure the user's mailbox settings. The Mailbox service encapsulates additional settings. (Use Services > Mailbox Service Types to see these.)

6. Click Update Mailbox.

Map an Extension to the User Voicemail Retrieval Service

1. Select Routing > Extensions > Extension Mapping.
2. Select an available extension and then select User Voicemail Retrieval for the mapping type.

3. Click Update Assignment.

Users can now access their personal voicemail by dialling this extension.

Route Calls to the Mailbox

1. Set up a call forwarding rule to voicemail for the user by selecting Routing > Call Forwarding > View Call Forwarding.
   
   
2. On the Call Forwarding screen, select 'User'.
3. Select the user.
4. Select the relevant time zone. (An explanation of how this is used is given in the table later in this section.)
5. Click the Add Forwarding Rule button.
   
   
6. 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.
7. 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.

8. Select the desired options from the remaining sections. For the call forwarding action, select 'Run Service'.
9. Select the target voicemail service.
10. Click Add Call Forwarding Rule.

 

Note: users who are set up to use storm DTA can set up their own call forwarding from there.

Set up a Voicemail Breakout Rule

1. On the Add Call Forwarding screen, click Add Breakout Rule.

2. On the Add Call Forwarding screen, select the routing destination for callers who press '0' to break out of leaving a voicemail for this user.

3. Click Add Call Forwarding Rule.