Forward Voicemail Messages to Email

Voicemail-to-email sends a copy of every new message straight to an extension user’s mailbox, with the recording included as a .wav attachment (a standard, uncompressed audio file that plays on almost any device). This page explains what the feature does and how to turn it on for an individual extension.

Why use voicemail-to-email

Staff who are often away from their desk or on the road don’t have to dial into a mailbox and step through prompts to stay current. As soon as a message arrives, the user gets an email carrying the audio file along with the caller ID (the caller’s name and/or number), the time of the call, and the callback number. This means faster alerts and a quicker response to customers, even when the employee is travelling.

The feature makes messages:

• Easier to identify. The email shows who called, so the user can see at a glance which messages matter and play only the ones they need.
• Easier to listen to. Messages can be played from a computer, smartphone, or tablet whenever it’s convenient, and the user can scrub forward or back to replay the important part instead of navigating a phone menu.
• Easier to share. Forwarding the email passes the recording along to a colleague, which helps the team collaborate on a response.
• Easier to manage. With every message sitting in the mailbox, sorting, prioritizing, scanning, saving, and deleting voicemail works the same as any other email.

Before you begin

• Confirm that each extension has a valid email address on file. This is where its voicemail will be sent.
• Confirm that the system email is configured and working. Without a working outbound email service, the system has no way to deliver voicemail to the user’s inbox.

Caution

If the extension has no email address set, or the system email service is not working, voicemail messages will not be delivered. Verify both before you rely on this feature.

Turn on voicemail-to-email for an extension

1. Sign in to the Cloud Voice management portal and go to Extension and trunk > Extension, then open the extension you want to change.

2. Select the Voicemail tab.

3. Under New Voicemail Notification, choose Send Email Notifications with Attachment.

   Tip

   This is the option that attaches the recording to the email. Other notification choices may only tell the user that a message is waiting, without including the audio file.

4. Under After Notification, decide what the system does with the message once the email has been sent successfully.

   Caution

   If you pick an option that deletes or moves the message after the email is sent, the mailbox copy is removed and the email attachment becomes the only copy. If that email is missed, lands in a spam folder, or is deleted, the voicemail cannot be recovered.

5. Click Save, then Apply.

   Note

   Changes are not live until you click Apply. If you save without applying, the extension will keep behaving as it did before.