Voicemail Notification Overview

Cloud Voice can alert extension users as soon as a new voicemail message comes in, so nothing sits unheard. You can deliver these alerts on the desk phone itself or by email. These options are independent, so you can enable more than one for the same user (for example, a Message Waiting Indicator on the phone plus an email). This page introduces the available options; each one links to step-by-step instructions.

Alerts on an IP phone

An IP phone (a desk phone that connects over the network instead of a traditional analog line) can surface voicemail activity in two ways.

Function key monitoring

Assign a function key to watch voicemail status and light up when a message is waiting. A single key can track your own mailbox, another user’s mailbox, or a group (shared) mailbox.

Note

A function key is one of the programmable buttons on a desk phone, often called a BLF (Busy Lamp Field) key. You map it to a mailbox once, and from then on the key reflects that mailbox’s status and lights up when a new message is waiting.

This is especially handy for a shared team mailbox. Everyone with the key can see at a glance when a new message lands and pick it up right away, and because the status is shared, once one person listens to or deletes a message the rest of the team knows it has already been handled.

Tip

Use function key monitoring for shared or team mailboxes, where more than one person needs to see and act on the same messages. For a person’s own single mailbox, the simpler Message Waiting Indicator (below) is usually enough.

For setup steps, see Monitor Voicemail Status on an IP Phone.

Message Waiting Indicator (MWI)

MWI is a widely supported phone feature that signals when a new voicemail is waiting. It usually appears as a flashing light, sometimes paired with an audible tone. Exactly how the indicator behaves depends on the phone model.

Caution

Because MWI support and behavior vary from one device to another, confirm the specific phone model actually supports MWI and test it on the real handset. Do not assume every phone will flash or beep the same way (or at all).

Alerts by email

You can enable email notifications for extension users. When a caller leaves a message, the user receives a timely email that shows who called and when, and lets them listen to the voicemail directly. Reaching people this way keeps them productive:

• Staff who rarely sit at a phone no longer have to keep checking a handset for waiting messages.
• Staff who travel often can review messages as they arrive and get back to customers without delay.

Tip

Email notification is set per extension, so you can turn it on only for the users who need it. It is the best fit for mobile or remote staff who are rarely at their desk phone.

For setup steps, see Set up Email Notifications for Voicemail.