Visual voicemail
Check your voicemail from the softphone: list, transcription, playback, callback and deletion, shared boxes included.
At a glance
| Where | Voicemail tab of the softphone |
| What the list contains | your personal box and the shared boxes your extension is allowed to view |
| Messages shown | the 20 most recent, newest to oldest |
| Indicator | the number of unread messages, on the tab |
| Audio retention period | 90 days, same as call recordings |
| Sharing settings | portal, Voicemail boxes, editing a box |
How it works
A single list brings together your personal box and the shared boxes. A message from a shared box carries that box's name next to the caller, so you know right away in what capacity it reached you.
Unread messages are shown in bold, and their count is displayed on the Voicemail tab. Clicking a message expands it: you'll find the transcription there, a Call back button and a Delete button. Opening a message marks it read, and so does listening to it.
The server alone decides the scope of this "read" mark. On a box set so that everyone sees the message as read, the mark is set once for all allowed extensions. Otherwise, each keeps their own read state.
The playback button only appears if a recording still exists. Once the retention period has passed, the audio is erased and the transcription remains available.
What's shown instead of the transcription
| Text shown | What it means |
|---|---|
| Transcription in progress. | the analysis hasn't returned its text yet |
| No recording for this message. | the message has no recording attached |
| No speech detected in this message. | the recording was analyzed, it contains no speech |
| Transcription unavailable. | the analysis failed on this message |
Steps
- Open the softphone and click the Voicemail tab.
- Browse the list. Messages in bold haven't been read yet, and the shared box's name appears next to the caller when the message isn't from your personal box.
- Click the row to expand it. The transcription appears below the message, in quotes.
- Click the playback button to hear the recording. The player appears below the row.
- Click Call back to call back the message's caller.
- To delete, click Delete, then Confirm deletion, which takes its place.
- To open a shared box to other extensions, go to the portal, Voicemail boxes, open the box, and add extensions under Who can view the messages.
- Then set When someone listens to a message to It's read for everyone or It stays unread for the others, then Save.
If it doesn't work
The Voicemail tab shows "No messages." while a shared box is receiving messages. Your extension must be listed under Who can view the messages for that box. This list starts empty: until someone is added to it, the box receives its messages and sends its emails, but no softphone displays them.
The sharing settings don't appear on the box I'm opening. The Voicemail boxes screen only lists shared boxes. An extension's personal box is created and removed from the user's record, and offers neither the list of allowed extensions nor the read setting.
The playback button has disappeared on an old message. The audio no longer exists. Recording retention also applies to voicemail messages. The transcription remains displayed.
A colleague listened to a message and it's still bold for me. The box is set to It stays unread for the others. Change it to It's read for everyone in the box's edit screen.
I only see recent messages, the older ones are missing. The list shows the twenty most recent messages across all your boxes. Older ones aren't shown in the softphone.