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 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, 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.

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 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.