# Set up Group Voicemail for a Queue

A group voicemail gives a queue its own mailbox. When a caller leaves a message, everyone assigned to the queue is notified, so no request slips through when the team is busy or off the phones.

## Create the group voicemail

1. Sign in to the PBX (Private Branch Exchange) web portal and go to **Call Features > Voicemail > Group Voicemail**.
2. Click **Add**.
3. On the **General** tab, fill in the basic details described below.

### Basic settings

| Setting | What to enter |
| --- | --- |
| Type | Select **Queue**. |
| Queue | Choose the queue this mailbox belongs to. |
| Number | Read-only. The mailbox always uses the queue's number. |
| Name | Read-only. The mailbox always uses the queue's name. |
| Mode | Choose how incoming messages are handled (see below). |
| Voicemail PIN Authentication | Turn PIN protection on or off for the mailbox. |
| Voicemail Access PIN | When PIN authentication is on, set the access code callers or agents must enter. |
| Disallow Voicemail Messages | Optional. Stop callers from recording a message. The system plays the [group greeting](#group-voicemail-greeting) and then ends the call. |
| Play Date and Time | Optional. Announce when a message arrived before it plays. |
| Play Caller ID | Optional. Announce the caller's ID before a message plays. |
| Play Message Duration | Optional. Announce how long a message runs before it plays. |
| Custom Prompt Language | Optional. Set the language of the prompts callers hear when they reach the mailbox. |

**Mode** determines where messages are stored and who can act on them:

- **Shared by Members** - Messages stay in the group mailbox and are available to every member. Any agent can listen to and manage them. Choose this when the team should triage messages from one shared place. It is also the only mode that supports call alerts (see below).
- **Broadcast to Members** - Messages are not kept in the group mailbox. Instead, the system copies each message and forwards it to every member's personal mailbox. Choose this when each agent should keep their own copy to handle independently.

:::caution
When **Voicemail PIN Authentication** is on, pick a PIN (Personal Identification Number) that is hard to guess and share it only with the agents who need it. Group messages can contain sensitive caller details, and anyone who knows the PIN can play or delete them.
:::

:::note
The languages offered for **Custom Prompt Language** come from your installed system prompts (**PBX Settings > Voice Prompt > System Prompt**). If the mailbox already has a [custom greeting](/pbx/administrator-guide/change-voicemail-greetings/#upload-voicemail-greetings__section_mqn_52b_t4b), that greeting plays instead and the language setting is ignored.
:::

### Group voicemail greeting

In the **Group Voicemail Greeting** section, you can optionally pick a greeting to play before callers record their message.

:::tip
To build your own greetings, see [Record or Upload Voicemail Greetings](/pbx/administrator-guide/record-or-upload-voicemail-greetings/).
:::

### Members

The **Members** section lists every agent in the queue, and the list can't be edited by hand.

:::note
Membership follows the queue. Whenever you add or remove queue agents, the group mailbox members update to match.
:::

## Add call alerts (optional)

Open the **Voicemail Announcement** tab to [set up call alerts](/pbx/administrator-guide/set-up-call-alerts-for-group-voicemail/) so the system dials chosen numbers when a new message lands.

:::caution
Call alerts only work when **Mode** is set to **Shared by Members**. If the mailbox uses **Broadcast to Members**, the **Voicemail Announcement** tab has no effect, so set the mode before you rely on alerts.
:::

## Save your changes

Click **Save**, then **Apply** to put the group voicemail into service.