Sharing a Voicemail Inbox Follow

Overview

Zoom Phone admins can share the voicemail inboxes of phone users, call queues, or auto receptionists, allowing other phone users to play, delete, and download voicemail messages.

Keep these things in mind when using shared voicemail inboxes:

  • Phone users can access shared voicemail inboxes in the Zoom desktop client, web portal, or provisioned desk phone.
  • Played/unplayed status is synced among all phone users that have access to the shared inboxes. If one user plays an unplayed voicemail, it will show as played for other phones users.
  • Any deleted voicemails will be deleted for all other phone users that have access. If you are sharing a phone user's voicemail inbox, this includes the phone user that owns the voicemail inbox.

This article covers:

Prerequisites

  • Pro, Business, or Education account
  • Account owner or admin permissions
  • Zoom Phone license

Sharing a User's Voicemail Inbox

  1. Sign in to the Zoom web portal.
  2. Click Phone System Management > Users & Rooms.
  3. Click a phone user's name.
  4. Next to Voicemail Access, click Set or Add
    Note: Click × to revoke access from a phone user you added.
  5. Enter the name or extension of the users to search through phone users.
  6. Select a phone user then click Save.

Sharing a Call Queue's Voicemail Inbox

Note: Before sharing a call queue's voicemail inbox, you should change the overflow settings to route to the call queue's voicemail. This allows callers to directly leave voicemails for the call queue. 

  1. Sign in to the Zoom web portal,
  2. Click Phone System ManagementCall Queues.
  3. Click a call queue's name.
  4. In the Overflow section, click Edit and make sure to route to the call queue's voicemail.

    • Route to: Select Voicemail
    • Voicemail Greeting: Select a current greeting or click Customize to record or upload a custom greeting.
    • Leave Voicemail to: select Current Extension.
  5. In the Voicemail section, click Set or Add to share the voicemail inbox with other phone users. 
    Note: Click × to revoke access from a phone user you added.
  6. Enter the name or extension of the users to search through phone users.
  7. Select a phone user then click Save.

Sharing an Auto Receptionist's Voicemail Inbox

Note: Before sharing an auto receptionist's voicemail inbox, you should change the business or closed hours settings to route to the auto receptionist's voicemail. This allows callers to directly leave voicemails for the call queue.

  1. Sign in to the Zoom web portal.
  2. Click Phone System Management > Auto Receptionists.
  3. Click an auto receptionist's name.
  4. Make sure to route to the auto receptionist's voicemail.
    • If you do not have an IVR: In the Business Hours or Closed Hours sections, click Edit next to Route to. Select the following options:

      • Route to: Select Voicemail
      • Voicemail Greeting: Select a current greeting or click Customize to record or upload a custom greeting.
      • Leave Voicemail to: select Current Extension.
    • If you have an IVR: In the Business Hours or Closed Hours sections, click Edit next to Route to Interactive Voice Response (IVR). Make sure at least one of the IVR menu options is set to Leave Voicemail to Current Extension.
  5. In the Voicemail section, click Set or Add to share the voicemail inbox with other phone users. 
    Note: Click × to revoke access from a phone user you added.
  6. Enter the name or extension of the users to search through phone users.
  7. Select a phone user then click Save.
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