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Sharing and controlling access to a voicemail inbox Follow

Zoom Phone admins can share the voicemail inboxes of phone users, call queues, auto receptionists, or shared line groups, allowing other phone users to access 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.
  • If you enabled voicemail email notifications, phone users with access to the shared voicemail inbox will receive email notifications for the shared voicemail inbox.
  • To enable or disable voicemail for phone users, see the Zoom Phone policy settings.
  • You can also use role management to grant access to a call queue's or auto receptionist's voicemail inbox.
  • Admins can also control access to a phone user's own voicemails. 

Admins can also view the voicemail inbox for an auto receptionist, call queue, or shared line group.

This article covers:

Prerequisites

  • Pro, Business, or Education account
  • Account owner or admin privileges
  • Zoom Phone license
  • For sharing a phone user's voicemail inbox, Voicemail policy setting is enabled
  • For sharing a call queue, auto receptionist, or shared line group's voicemail, Forward shared voicemails to emails policy setting is enabled

Levels of access

When granting access to a voicemail inbox, you can also select the phone user's level of access:

  • Access: Phone users can play voicemail messages.
  • Download: Phone users can download voicemail messages as an MP3 file.
  • Delete: Phone users can delete voicemail messages. Deleted voicemails will be deleted for all other phone users that have access.

Sharing a phone user's voicemail inbox

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

Changing a phone user's level of access to their voicemails

You can change whether a phone user has access to download or delete their own voicemails. By default, phone users can download or delete their voicemails.

Note: To enable or disable voicemail for phone users, see the Zoom Phone policy settings.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Users & Rooms.
  3. Click the name of the phone user.
  4. Click the User Settings tab.
  5. Scroll down to the Voicemail section.
  6. Click Edit below the current user's name.
  7. Click the check boxes to specify if the phone user can download or delete recordings.
    Note: The Access option is greyed out since you have to use Zoom Phone policy settings to disable voicemail for phone users.

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. In the navigation menu, click Phone System Management then Call 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. Enter a name or extension to search through phone users, select a user, then click Save.
    Note: Click the cross mark (×) to revoke access. 
  6. (Optional) In the Forward to email section, click Set or Add to send new voicemails to internal or external email address. Enter an email address, then click Save.
    Note: This feature needs to be enabled in policy settings. Click the cross mark (×) to revoke access.

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. In the navigation menu, click Phone System Management then 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. Enter a name or extension to search through phone users, select a user, then click Save.
    Note: Click the cross mark (×) to revoke access. 
  6. (Optional) In the Forward to email section, click Set or Add to send new voicemails to internal or external email address. Enter an email address, then click Save.
    Note: This feature needs to be enabled in policy settings. Click the cross mark (×) to revoke access.

Sharing a shared line group's voicemail inbox

Note: Before sharing a voicemail inbox, you should change the business or closed hours settings to route to the shared line group's voicemail. This allows callers to directly leave voicemails for the shared line group.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Shared Lines.
  3. Click the Shared Line Groups tab.
  4. In the Business Hours or Closed Hours sections, click Edit next to Route to. Select the following options to route to the shared line group'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. Enter a name or extension to search through phone users, select a user, then click Save.
    Note: Click the cross mark (×) to revoke access. 
  6. (Optional) In the Forward to email section, click Set or Add to send new voicemails to internal or external email address. Enter an email address, then click Save.
    Note: This feature needs to be enabled in policy settings. Click the cross mark (×) to revoke access.