# Voicemail Menu Options

When you call into a voicemail box from your phone, Cloud Voice guides you with spoken prompts and you respond by pressing keys on the keypad. Each key press is sent as a DTMF (Dual-Tone Multi-Frequency) tone, the standard touch-tone signal that phone menus listen for. Use the tables below as a quick reference to what each key does.

:::note
To reach a mailbox, dial the voicemail feature code from the extension or press the Message key on the desk phone, then enter the PIN (Personal Identification Number) when prompted. Press `*` at any main menu to hear the full list of options read aloud, which is the fastest way to get unstuck if you lose your place.
:::

## Extension voicemail menu

This is the menu you hear first when you log in to your own personal mailbox. The main menu offers these options.

![Menu tree showing the keypad options for a personal extension mailbox](/images/pbx/voicemail-main-menu.png)

| Key | Action |
| --- | --- |
| `1` | Play your messages |
| `2` | Record your greeting |
| `4` | Change your voicemail PIN |
| `5` | Record your name |
| `*` | Play the mailbox menu |
| `#` | Exit |

:::caution
Your voicemail PIN protects your messages and greetings. If you change it with key `4` and then forget the new PIN, you cannot reset it from the phone menu: an administrator has to reset it from the management portal. Do not leave the default PIN in place, because a guessable PIN can let outsiders reach the mailbox.
:::

### While playing messages (`1`)

| Key | Action |
| --- | --- |
| `1` | Play the next message |
| `2` | Play the previous message |
| `3` | Repeat the current message |
| `4` | Delete the current message |
| `5` | Call back the person who left the message |
| `6` | Forward the message to another extension |
| `*` | Return to the main menu |
| `#` | Exit |

:::caution
Key `4` deletes the message that is playing right away, with no confirmation prompt. Make sure the correct message is playing before you press it, because a deleted message may not be recoverable.
:::

### Recording a greeting (`2`)

A greeting is the message callers hear when they reach voicemail. Each presence status (the availability state set on the extension, such as Available, Away, or Do Not Disturb) can have its own greeting, so choose the status you want to record for.

| Key | Action |
| --- | --- |
| `0` | Record the default greeting |
| `1` | Record the greeting for Available status |
| `2` | Record the greeting for Away status |
| `3` | Record the greeting for Do Not Disturb status |
| `4` | Record the greeting for Lunch Break status |
| `5` | Record the greeting for Business Trip status |
| `6` | Record the greeting for Off Work status |
| `*` | Return to the main menu |
| `#` | Exit |

:::tip
Cloud Voice plays the greeting that matches the extension's current presence status. Record the default greeting (`0`) first so there is always something to play, then add status-specific greetings only where you want a different message. If no greeting exists for the active status, the default greeting is used.
:::

After you finish recording a greeting, you are offered these options.

| Key | Action |
| --- | --- |
| `1` | Save the recording |
| `2` | Listen to it |
| `3` | Re-record |
| `*` | Cancel |

### Recording your name (`5`)

The same options apply once you finish recording.

| Key | Action |
| --- | --- |
| `1` | Save the recording |
| `2` | Listen to it |
| `3` | Re-record |
| `*` | Cancel |

:::note
Your recorded name is played by the dial-by-name directory in an IVR (Interactive Voice Response, the automated phone menu that lets callers find you by spelling your name). Record it clearly so callers can confirm they reached the right person.
:::

## Group voicemail menu

A shared group mailbox offers a similar main menu, without the per-status greetings or the recorded-name option.

![Menu tree showing the keypad options for a shared group mailbox](/images/pbx/group-voicemail-main-menu.png)

| Key | Action |
| --- | --- |
| `1` | Play messages |
| `2` | Record the greeting |
| `4` | Change the voicemail PIN |
| `*` | Play the mailbox menu |
| `#` | Exit |

:::note
A group mailbox is shared, so everyone who has the group PIN can hear and delete its messages. It uses one greeting for the whole group and has no recorded-name option, because it is not tied to a single person's presence status.
:::

### While playing messages (`1`)

| Key | Action |
| --- | --- |
| `1` | Play the next message |
| `2` | Play the previous message |
| `3` | Repeat the current message |
| `4` | Delete the current message |
| `5` | Call back the person who left the message |
| `6` | Forward the message to another extension |
| `*` | Return to the main menu |
| `#` | Exit |

### Recording the greeting (`2`)

| Key | Action |
| --- | --- |
| `0` | Record the default greeting |
| `*` | Return to the main menu |
| `#` | Exit |

Once you finish recording, the same save options apply.

| Key | Action |
| --- | --- |
| `1` | Save the recording |
| `2` | Listen to it |
| `3` | Re-record |
| `*` | Cancel |