How this Feature will help you

If you can’t take a call for some reason, rather than lose it, you can have the call answered by an automated system so the caller can leave a message. You can then pick up your messages later on in a number of ways, including email, on a Device and via the Business Portal.

How to set up and use this feature 

Click on the Voicemail settings icon on the Features page.

Tick/untick the box to turn your Voicemail on/off, but note it is turned on by default when your service is created.   

Forward calls to Voicemail

When your Voicemail is ‘on’, you have the following additional options:

• Call forward always – forwards all calls to Voicemail.
• Call forwarding busy – forwards calls to Voicemail when you are on another call.
• Call forwarding no answer – forwards calls to Voicemail when you’re unable to answer.

Tick/untick the boxes to turn these options on/off.

If you turn one of the options ‘on’, you can then choose the number or rings the caller hears before they’re directed to your Voicemail. To do this, click ‘Manage’.

Manage the no. of rings before calls forward

Select the number of rings from the drop-down menu and hit ‘Save’.

Voicemail greeting

The default setting will play the standard ‘system greeting’ to callers, but you can change this to a ‘personal greeting’ if you prefer.

You can add a personal greeting in one of two ways:

1.     Simply dial 1571 from your Device and select option one, then follow the prompts.

2.     Upload an audio file of your greeting using the Business Portal. To do this, tick the ‘Personal greeting’ option, drag and drop your file, and hit the ‘Save’ button.

The file needs to be:

• 8-bit linear PCM.
• A maximum file size of 5MB.

To make things easier, especially if you don’t have access to professional recording tools, you can download an Application called ‘Broadsoft Recorder’ from the App stores. It allows you to record a greeting, then email it as an attachment, ready to upload to the Business Portal in the correct format. 

Message storage policy

Your Voicemail box has a capacity. If a caller tries to leave a message when it is full, they will be advised they cannot.

By turning auto-delete ‘on’, the system will automatically delete the oldest message in the event a new one needs to be left.

Send Voicemails to email

If you’d like your Voicemail Messages emailed to you or others, simply click the ‘Add email’ button.

Type in an email address – you can enter up to eight.

Hit ‘Save’ once you’ve finished.

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To help manage your Voicemail storage capacity, you can have messages that have been emailed to you automatically deleted by placing a tick in that box.

Voicemail pin

If you want to stop other people with access to your Device from listening to your Voicemails, such as in an open-plan office, or you’d like to access them from another Device, you can add a pin number.

To set a new pin, dial 1571 from your Device, then select option 2, followed by option 2 again. Or click the ‘Change pin’ button.  

Change Voicemail pin

Type in your pin number, please be aware:

• It can only be numbers and must be four digits long.
• Repeated digits, i.e. 1111, aren’t allowed.
• Sequential digits, i.e. 1234, 4321 aren’t allowed.

Hit ‘Save’ once you’ve finished.

How to pick up your Voicemail Messages via the Business Portal

From your Dashboard, click Messages in the Calls section, or select Calls in the left-hand sidebar, followed by Messages. Your Dashboard only shows the last five Messages, whereas all of them are available via Calls. You’ll then get the following options:

• Play the message, including scrubbing forwards or backwards.
• Pause the message.
• Manage the message by clicking the three dots, where you can:
  • Download it.
  • View a transcript of it.
  • Delete it.

How to set up and use this Feature – on an IP Phone

How you’ll be notified if a Voicemail message has been left

• ·Your Device(s) may show a flashing red lamp. Although your Administrator can disable the Message Waiting Indicator (MWI).
• Your Device(s) may have an envelope icon, which will display a numerical flag showing how many messages you have.
• If you choose to have your Voicemails sent as emails, you’ll receive an email for every Voicemail.

How to pick up and manage your Voicemail messages

• Dial 1571 from your Device. You’ll need your Voicemail pin if you’ve set one up.
• Push the message key or soft key on your Device.

Push 1 to listen to your messages. When you hear this: ‘First new Message received today (or date) at (time).’

• Push 1 to listen to the message and access further option such as save and delete
• Push 2 to access further options, such as recording your personal greeting and changing your Voicemail pin.

How to set up and use this Feature – on an Application

Voicemail notifications and managing them is virtually the same on an Application as for an IP Phone. Please see above and check the relevant Application for further details.

Additional information

If you are using the Simultaneous ring or Sequential ring feature to send calls to a mobile Device, to stop it using its own Voicemail service, select the Answer confirmation option within these Features. 

How to pick up your Voicemail messages from another Device

Dial your phone number from any other phone and push the ‘*’ key once the answering service kicks in, followed by your Voicemail pin when prompted. Once inside the Voicemail menu you will have the following options available:

• Push 1 to listen to the message again.
• Push 2 to save the message for 30 days.
• Push 3 to delete the message.

How to pick up your Voicemail Messages via email

Simply locate the email in your inbox and click on the attached audio file to play the recording. You can pause and scrub backwards or forwards.