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Sharing voicemail inbox access in zoom App

ByCorporate Guider Home, Zoom

Users of Zoom Phone can access voicemail messages from shared voicemail inboxes, call queues, auto receptionists and shared line groups shared by Zoom Phone admins.

Use shared voicemail inboxes with these tips in mind:

  • Zoom Desktop clients, web portals, and provisioned desk phones let users access shared voicemail inboxes.
  • Each phone user with access to the shared inboxes sees the status of their played/unplayed messages. Users will be able to hear an unplayed voicemail if the user who played it plays it.
  • Users of other phones who have access to the deleted voicemails will also have their voicemails deleted. You may share a voicemail inbox with another phone user, including the phone user that has access to the inbox.
  • You can enable voicemail email notifications to send notifications to phone users who have access to the shared voicemail inbox.
  • Voicemail can be enabled or disabled in Zoom Phone’s policy settings.
  • Additionally, you can use role management to grant access to the voicemail inboxes of call queues and auto receptionists.
  • A user’s own voicemail messages can also be controlled by admins.

Additionally, administrators can view voicemail inboxes for automatic receptionists, call queues, and shared lines groups.

This article covers:

Prerequisites for sharing voicemail inbox access

  • An education account, a business account, or a pro account
  • You can be an account owner or an administrator
  • When it comes to Zoom Phone
  • Voicemail policy setting is enabled to share voicemail inboxes
  • If the Forward shared voicemails to emails policy setting is enabled, shared voicemail from call queues, auto receptionists, or shared line groups can be shared

Levels of access

You can also choose the level of access the phone user has to the inbox when granting them access:

  • Access:
  • Voicemail messages can be played by phone users.
  • Download:
  • Voicemail messages can be downloaded as MP3 files.
  • Delete:
  • Voicemail messages can be deleted. If you delete a voicemail, all other users with access to that voicemail will be deleted.

How to share a phone user’s voicemail inbox

  1. Access the Zoom web portal by logging in.
  2. Click Users & Rooms under Phone System Management in the navigation menu.
  3. You will see a list of phone users.
  4. You will see a tab called Policy.
  5. You should click on the Access Member List link next to Voicemail.
    Note:
  6. If you click on the ellipses (…) icon, you will be able to remove access from the account. Users cannot be denied access to their own voicemail messages if they are using a phone.
  7. Users can search through their own voicemail messages by entering their name or extensions.
  8. Once the user is selected, click on Save.

How to change a phone user’s level of access to their voicemails

A phone user can be given the option of downloading or deleting their own voicemails. This will be the default setting.

Note:

Zoom Phone policy settings allow users to enable or disable voicemail.

  1. Zoom’s web portal can be accessed by logging in.
  2. Select Phone System Management from the navigation menu, then select Users & Rooms.
  3. From the list of phone users, select the name of the user you want to add.
  4. From there, select the tab Policy.
  5. From there, click Access Member List next to Voicemail.
  6. You can also edit the member’s information by clicking the ellipsis (…) icon.
  7. Choose the check boxes to indicate whether the user can download recordings or delete them on the phone.
    Note:
  8. There is no access option since enabling voicemail means they have access permissions by default, since they have access permissions by default.

How to share a call queue’s voicemail inbox

Note:

You should set the overflow settings so that the call queue‘s voicemail is routed before sharing a call queue’s voicemail inbox. The call queue can then be notified directly of incoming voicemail messages.

  1. Log into the Zoom website,
  2. You can find the Call Queues menu under the Phone System Management heading in the navigation bar.
  3. Click on the name of the queue you wish to use.
  4. If you are in the Overflow section, click Edit and ensure that you route the call to the voicemail of the queue:
    • Route to:
    • You can choose Voicemail from the drop-down menu
    • Voicemail Greeting:
    • Click on Customize to record or upload a new greeting, or choose a current greeting from the list.
    • Leave Voicemail for:
    • Please enter the extension for which you wish to leave a message.
  5. You can share your voicemail inbox with other phone users by clicking Set or Add in the Voicemail section. Click on the search box to search through phone users by name or extension, then click on the Save button to save the user.
    Note:
  6. You can revoke access by clicking the cross mark (*).
  7. If you prefer to send new voicemails to an internal or external email address, click Set or Add in the Forward to email section. Click Save after entering a suitable email address.
    Note:
  8. In order to use this feature, you must enable it under the policy settings. To revoke access, you need to click the checkmark (*).

How to share an auto receptionist’s voicemail inbox

Note:

Changing the business or closed hours settings to route to the auto receptionist‘s voicemail is a must before sharing the inbox of an automatic receptionist. By doing so, callers can leave voicemail directly on the call queue.

  1. Sign in to the Zoom web portal using your email address and password.
  2. Please select Phone System Management from the navigation menu then select Auto Receptionists from the list that appears.
  3. Then click the name of one of the auto receptionists.
  4. When you get to the voicemail of the auto receptionist, make sure to click on that.
    • For those without IVRs, you can click Edit next to the Route to option in the Business Hours or Closed Hours section. There are several options to choose from:
      • Route to:
      • Click Voicemail
      • Voicemail Greeting:
      • Click Customize to record a custom greeting or to upload an existing one.
      • Leave Voicemail for:
      • The extension you are currently using.
    • You can edit the route to an IVR by clicking Edit next to Interactive Voice Response (IVR) in the Business Hours or Closed Hours sections. Ensure that the Leave Voicemail to Current Extension option is selected from the IVR menu.
  5. If you would like to share the voicemail inbox with other phone users, you will need to click Set or Add under the Voicemail section. If you are searching for phone users using a name or extension, choose a user from the list, then click Save.
    Note:
  6. You can revoke access by clicking the cross mark (*).
  7. (Optional) To send new voicemails to an internal or external email address, click the Set or Add button in the Forward to email section. Click Save after you have entered the email address.
    Note:
  8. Policy settings need to be enabled in order for this feature to be enabled. You can revoke access by clicking the cross mark (*).

How to share a shared line group’s voicemail inbox

Note:

In order to route voicemail to the shared line group’s voicemail, you should modify the business or closed hours settings before sharing a voicemail inbox. The shared phone number can be used to leave voicemails directly.

  1. Log in to the Zoom website.
  2. Select Phone System Management from the navigation menu, and then click Shared Lines.
  3. Once you have clicked the Shared Lines group, you will see the following.
  4. Click Edit next to the Route to field under the Business Hours or Closed Hours section. If you want to route the call to the shared line group’s voicemail, you must select one of the following options.
    • Route to:
    • Choose Voicemail from the list.
    • Voicemail Greeting:
    • If you want to record or upload a custom greeting, you can select a current greeting or click Customize.
    • Leave Voicemail for:
    • Choose the extension that you wish to use.
  5. You can share the voicemail inbox with other phone users by clicking Set or Add at the bottom of the Voicemail section. Select a user by entering their name or extension, then click Save to save their selection.
    Note:
  6. The crossmark (*) indicates that access has been revoked.
  7. To forward new voicemails to an internal or external email address, click Set or Add in the Forward to Email section. Type the email address you’d like to forward your voicemails to, then click Save.
    Note:
  8. You will need to enable this feature in your policy settings. You can revoke access by clicking the cross (*) next to the user name.

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